Make time your ally when working on Failure analysis opportunities.

Failure Analysis – Fundamental guide to prerequisites of starting a Customer Semiconductor Failure Analysis Investigation.

When you find yourself overseeing a semiconductor failure analysis investigation, the stakes are exceptionally high. Expectations soar as stakeholders look to you to resolve the issue swiftly and efficiently, sometimes regardless of cost. This is more than just a challenge; it’s an opportunity to showcase your expertise. to build and solidify trust with your customer.

Establishing the Foundation of Your Investigation

Time is always against you during a field failure investigation. Customers often expect rapid results, sometimes demanding a response before providing the necessary information or failure samples. In such a high-pressure environment, it’s critical to hit the ground running to ensure a successful and timely resolution.

1. Gather Comprehensive Information from the Customer:

• Request detailed information from the customer at the outset. In addition to the “what where, when, quantity and how”, this includes the product’s usage conditions, observed failure symptoms, and relevant operational history.
• At this stage the customer will need to substantiate that the fault lies with your product. Use the opportunity as early acquisition of this data is crucial as it might not be accessible later.

2. Involve the Customer in the Investigation:

• Engage the customer throughout the process to ensure they understand the problem comprehensively. This collaborative approach reduces misunderstandings and maintains a focused and factual perspective.

Verification and Analysis

Once the initial facts are gathered, the next step is to verify them meticulously against product data and behavior.

1. Traceability and Product Information:

• Cross-check the customer’s facts against your product’s traceability records. This help determine the source of the product in question and conditions under which it was supplied.

2. Behavioral Analysis:

• Compare the reported failure symptoms with known product behaviours, this comparison helps identify if the observed issues align with potential failure modes of your product.
• Compare the reported failure symptoms with known product behaviours, this comparison helps identify if the observed issues align with potential failure modes of your product.

3. Fault Determination and Support:

• If it’s determined that your product is at fault, acknowledge this promptly and agree to provide the necessary support to investigate the issue.

• Even if the fault does not lie with your product, offer assistance to guide the customer towards a resolution. Demonstrating a commitment and fostering a stronger customer relationship, as well as positioning your organization as a partner rather than an adversary.

Managing Customer Expectations

Semiconductor failure analysis can be a time-consuming process and especially during these initial periods the Customer’s representative will also be under great pressure, this can lead to temperatures rising, it is essential to develop a plan that manages the customer’s expectations from the outset.

1. Set Realistic Timelines:

• Communicate clearly about the timeframes required for various analysis techniques. This transparency helps set realistic expectations and reduces pressure on the investigative team.

2. Request Failure Device Samples

• Ensure that failure device samples are provided promptly for investigation. These samples are vital for conducting an accurate and thorough
• Inspect & document condition on receipt thoroughly as this may provide information about how they became faulty or specific product that is susceptible to failure.
• Take extensive photographs as you may need to reference a condition later in the investigation.

Conclusion: Maintaining Integrity & Offering Support

Throughout the entire process, maintaining frequent factual based interactions is crucial. Here are the key takeaways for a successful start to a semiconductor failure analysis investigation:

1. Factual Interactions:

• Keep all communications and interactions based on verified facts. This clarity prevents the investigation from veering off course and ensures that conclusions are accurate and defensible.

• Take your Customer with you, it is important your Customer understands the problem, so that your efforts are focused on resolving the concern.

2. Determination of Fault:

• Keep all communications and interactions based on verified facts. This clarity prevents the investigation from veering off course and ensures that conclusions are accurate and defensible.

3. Support Regardless of Fault:

• Always offer support to the customer, even if the fault does not lie with your product. This approach builds trust and demonstrates a commitment to customer satisfaction.

4. Adherence to Plan:

• Stick to the established plan for managing the investigation and customer expectations. Consistency in following the plan ensures a structured and efficient resolution process.

• A well-defined plan can provide an agreed framework that the customer representative can use to support your organization within their own.

By thoroughly preparing before starting a semiconductor customer failure analysis investigation, you lay the groundwork for a successful outcome. Clear communication, verified facts, and a structured plan are your best tools for navigating these challenging investigations and maintaining strong customer relationships.

Semicons-Global Ltd is here to help with a rich History of resolving product failures of all kinds, Customer field and line returns, internal test fails, supplier yields & product qualification fails. Familiar with all the tools & Techniques to resolve your concerns.