To minimize downtime in the fabrication process
Capacity utilization is critical for foundries, and downtime costs millions of dollars for every minute wafer fabrication equipment fails. It is critical, therefore, for suppliers of wafer fabrication equipment to have streamlined processes and systems for parts fulfillment and replacement to minimize downtime for their clients.
For this manufacturer, the major challenges in doing so lay across order management and reverse engineering. Employees were struggling with legacy systems, leading to 60–70% manual intervention. And the need to work with fragmented tools across multiple teams and fulfillment scenarios added complexity.
The team identified major issues across:
- Planning and optimization: The company lacked planning processes for repairs, demand visibility for aging parts, inventory visibility and optimization, and supply constraints
- Order fulfillment and processing: The team did not have real-time inventory visibility, leading to conflicting customer service priorities, complex communications, and high dependency on suppliers for parts availability
- Supplier collaboration: The company's suppliers, planning, and case management processes were not integrated
- Case management: Poor data quality was causing delays, and the team was grappling with a lack of clear data rules, a high need for human interaction, missed windows of opportunity for free-of-charge services, and reactive processing
All these challenges led to a lack of productivity and poor employee experience, as well as reduced customer satisfaction due to delayed deliveries and a high need for communications and returns.