Quality

Service

Service

Spansion believes that quality and reliability go hand-in-hand with service. Our success depends on timely and effective responses to customer requests and issues, so we implement policies designed to help ensure maximum customer satisfaction. Being responsive to our customers’ needs is crucial and setting our customers’ expectations is important. Spansion customers can expect:

Details

Comprehensive Engineering Support for Design-In
Spansion provides comprehensive Application Engineering and System Engineering support, as well as Programmer Algorithm support to help customers properly design in and use Spansion’s products.
Rapid Response to Device-Related Problems
Spansion follows the industry-accepted “8 Discipline Process” to manage the return and analysis of products that have failed in a customer manufacturing site or application. This process, which found its roots in JESD671 “Component Quality Problem Analysis and Corrective Action Requirements (Including Administrative Quality Problems),” gives customers a mechanism to request device analysis and corrective action. Spansion has gone beyond the JEDEC standard by integrating other elements prescribed by ISO/TS 16949. This provides a strict, single process that we call our Customer Corrective Action Request (CCAR) system. Spansion employees work to acknowledge inquiries within 24 hours; verify a problem within 48 hours; and identify the root cause and propose a suggested corrective action within 10 calendar days. When customer-reported failures are confirmed, appropriate corrective actions are immediately identified and implemented as soon as possible. While the majority of units analyzed by Spansion are found to be No Fault Found (NFF), which means they have passed all of Spansion’s package-level testing across specified operating temperatures, voltages, and timings, Spansion field technical engineers will nevertheless continue to work with customers to understand the cause of their observed failure. The problem isn’t solved until the customer is satisfied.
Thorough Review of Product Specifications
Our thorough review of product specifications begins with a review of customer general specifications by one cross-functional team that shares its results with all sites. Then, detailed product drawings and specifications are reviewed and all sites are bound to mutually agreed-upon requirements. Finally, Spansion creates the processing specs and/or customer-specific flows required to produce product which will meet customer needs. The product must meet the requirements defined by the final approved agreement between Spansion and the customer.
Proper Notification of Changes
Spansion’s Advanced Change Notification policy is based on JEDEC46 “Customer Notification of Product/Process Changes by Semiconductor Suppliers.” Notification of changes that affect the form, fit, function and reliability of our products and processes is sent to the customer 90 days prior to implementation, in an effort to provide the customer with adequate time to evaluate the change and avoid significant impact on the customer’s intended application.
Streamlined Process for Returns
All Spansion decision-makers have access to an electronic system for authorized return of our products. Customers can return products as long as they meet specific criteria and are shipped in accordance with the requirements of the Spansion Corporate Returns Procedure. If appropriate, Spansion will repair or replace the product or provide credit pursuant to its standard One-Year Limited Product Warranty and the specific terms and conditions of sale.
Access to Skilled Field Technical Engineers
Spansion employs a worldwide group of experienced and highly skilled engineers to support our customers at their location. Our field quality engineers work with both customers and internal Spansion teams to promote a two-way dialogue in support of customers’ technical quality, reliability and service needs. Our field application engineers work to support our customers’ application design process. These teams work closely together to help ensure all of our customer technical needs are met.
Tailored Services for Automotive Needs
In addition to providing automotive grade (TS) products and following stringent automotive qualification guidelines, Spansion supports the Production Part Approval Process (PPAP), an industry-standard process for verifying conformity to ISO/TS 16949 requirements and ensuring the availability of appropriate documentation and specification of parts used in automotive markets.
An On-going Effort to Provide Even Better Service
With a continued eye toward improvement, Spansion constantly monitors customer satisfaction. Our Customer Satisfaction Program is based on four different, but related, components:
1. Customer Relationship Survey (conducted online with our customer contacts)
2. Quarterly Customer Perception Report (conducted in person by Field Quality)
3. Internal customer-facing Key Performance Indicators (ongoing metrics)
4. Scorecard Performance Management program (captures customer feedback)