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Date: May 12, 2015

Author: Harald Kopp
Vele Galovski

Description:
Tokyo Electron America, Inc. (TEA) is a subsidiary of Tokyo Electron Limited (TEL) and primarily sells and services semiconductor manufacturing equipment to the leading IC makers. TEA, a long-term TSIA member, has both enjoyed and benefited from being a member. TSIA has greatly helped TEA establish itself in the US market and this paper shows the background on this.

The journey to FS excellence for TEA started with the setup of a centralized service structure and standardized processes. It went on with the implementation of a knowledge management system, building of a total customer support center, state-of-the art remote services, and permanent improvement of FS quality and efficiency to improve customer satisfaction. Today TEA is focusing on emerging service offers and is using TSIA’s B4B framework.

Applicable Disciplines:
Education Services;Field Services;Professional Services;Service Revenue Generation-Recurring;Managed Services;Support Services;Expand Selling;Customer Success

Keywords:
Best Practices; Knowledge-Management; Remote Services; Benchmark; Mean Time To Repair; 1st Visit Repair time; Field Service Excellence; Service Portal; Success Science;

Functional Areas:
Engineering;Operations;Service Delivery;Strategy

Markets:
Industrial Equipment