Research Report

Case Study: Field Service Excellence at Tokyo Electron America

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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.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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