- Case study
Digitally transforming order management for a semiconductor parts manufacturer
How a global supplier of semiconductor spare parts and services improved parts fulfillment and cut downtime for clients.
A global supplier of semiconductor fabrication equipment and services
To improve its spare parts and servicing operations performance, with a focus on order management and escalation processes to drive efficiencies, boost productivity, enhance collaboration, and improve customer experience.
After a thorough assessment of the current state of spares and service operations, we identified and prioritized opportunities for improvements across reverse engineering and order management.
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:
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.
Genpact completed a deep-dive assessment of the company's spare parts order management and operations. This included performing a gap analysis and identifying potential opportunities for improvements across people, processes, and digital tools.
We then reimagined the spares order management process with a multipronged approach. This included:
The company now has a defined implementation roadmap that provides clear next steps and the business benefits of taking them. The impact of the transformation of spare parts and service operations includes:
Overall, the roadmap identifies key areas for elevating employee experience while reducing costs and enhancing efficiency, and ensures customer satisfaction by keeping the machines that power the increasingly vital semiconductor industry running.