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Charlie served as group vice president and general manager of Applied Global Services.
The growing complexity of manufacturing chips, displays and solar cells together with higher investment costs of advanced production facilities are changing service and support requirements.
The service business is still driven by the need to keep systems up and running: identifying mechanical problems, adjusting hardware, replacing parts, etc. However, today’s semiconductor fabs are also under increasing pressure to accelerate and maximize yield, reduce cost and improve productivity.
Applied Materials is a place where the voice of the customer comes through loud and clear. Each year we conduct a comprehensive customer satisfaction survey so customers can tell us how we’re doing. As we prepare for the 2013 survey, we reflect on last year’s results. Last summer we contacted more than 1,400 customers globally and got a response rate of 70 percent. Much of what we heard from respondents made us proud: across the board our customer satisfaction and loyalty ratings have gone up significantly. But there were still some pain points customers asked us to address.
In the June 2013 issue of Nanochip Fab Solutions, we highlight what Applied is doing to engineer a better customer experience. This companywide effort encompasses technology, services, training, and process improvements.