To meet its commitment to serve as “everyone’s foundry”, TSMC established a dedicated customer service team to create best service experience for customers. In order to provide comprehensive and real-time wafer manufacturing information, TSMC continuously optimized its customer self-service wafer instruction system at TSMC-Online™ in 2020 to enlarge the order coverage. Just like at its own fabs, customers can track order status 24 hours a day, and 7 days a week. Up to September of 2020, the usage rate of this self-service wafer instruction system has increased 60%.

Self-Service Replaces Manual Counter; Customers Track Order Status Synchronously

Through TSMC-Online™, customers can reserve wafer ID, and give manufacturing instructions to not-yet processed wafers according to their business demand. Once confirmed, the instruction will be released to the manufacturing system for process. In 2020, TSMC expanded its wafer instruction coverage, allowing customers to release and modify manufacturing instructions to not-yet processed wafers. As a result, TSMC shortened the waiting or communication time caused by time-zone difference, and improved the efficiency and conveniences in customer wafer instruction handling.

In addition to the integration of Bill of Material information and wafer production system in 2019, TSMC’s Customer Service Organization further optimized the wafer instruction system interface in 2020. With the new comparison function of wafer status and wafer instruction, wafer instruction accuracy is improved and the operation efficiency is also enhanced. This transformed from the traditional approach of releasing wafer instructions with counterpart’s assistance to self-service.

More Effective Communication Platform; Usage Rate Increases 60%

With the optimized self-service wafer instruction system, customers can easily summarize and release wafer instructions. With complete record and log, historical data is easy to search which can support effective communications between customers and TSMC. Up to September of 2020, the usage rate of self-service wafer instruction system has increased 60%.