TSMC : Foundry Watch

TSMC Back Room Heroes - The New Service Deployment Team

TSMC Customer Service's New Service Deployment (NSD) Group is made up of back room heroes who enable and facilitate personalized and value-added services through state-of-the-art service processes that fulfill customer-articulated needs.

This group functions like a team of chefs who are constantly updating and improving the menu to make every dining experience wonderfully memorable," explains Chiam Wu, Vice President of Customer Service.

TSMC constantly elevates the quality of its customer service. The company's definition of getting the job done properly means acquiring an intimate understanding of customers' wants and needs. The NSD staff listens attentively to customers, then integrates what they heard into defined functions that become the specification, evaluation criteria and implementation for new services.

As a result of this effort, NSD both manages a number of existing service programs and has introduced a number of news services. New and existing services that fall under their auspices include:

		An engineering collaboration service aimed at prioritizing projects and internal resources of new service requests from customers.

		The endorsement of Rosettanet Semiconductor Test Data Exchange (SCTDE) B2B program.

		Facilitating an improved Customer Service and Satisfaction (CSS) process and system that has been re-engineered to manage issues in a customer-centric, rather than operations-centric, manner.

		The initiation and deployment of new services such as ultra super hot run that shortens cycle time by up to 50% and a new combo tape out service.

		An Early System Notice service that provides information on engineering and logistics related issues.

In addition, NSD manages TSMC's worldclass CyberShuttle^SM prototyping service and all tape out services. The group also coordinates centralized service initiatives that will meet emerging customer-articulated needs.

"We are constantly making improvements to our service menu. Our goal is to make your TSMC experience one you'd recommend to others. Optimizing this experience is a never-ending cycle of customer feedback and improvement. Needless to say, customer comments and suggestions will help us continuously improve the TSMC experience," explains P.N. Tseng, Director of the NSD Group.

Customers are invited to forward service improvement suggestions to Mr. Tseng at pntseng@tsmc.com.