How
F&K Delvotec rose to the top spot for the first time in Focused
Suppliers
|
August
23, 2012
2012
was the first time F&K Delvotec, a wire bonder supplier, captured a
top spot in VLSIresearch’s 2012 Customer Satisfaction Survey. Competing
against all focused semiconductor equipment manufacturers in the world,
F&K Delvotec beat them in ten categories. This is an amazing
accomplishment because F&K Delvotec is based in Germany, while most of
its customers are in Asia. Moreover, they are relatively small on a global
scale with just over 100 employees worldwide, proving that size and scale
are no barriers to customer satisfaction.
F&K
Delvotec has almost always placed in the top group of THE BEST Suppliers
of Assembly Equipment for over 15 years, regularly inching higher and
higher in the ratings each year. In the last four years they topped this
off by consistently being the highest-ranked wire bonder manufacturer.
F&K Delvotec increased its rating 7% this year to 8.51 against THE
BEST Assembly Equipment Suppliers. So how do they do
it? Small
companies do this by staying extremely focused. That’s best done by
executives who lead from the top. The president of F&K Delvotec,
Dr.-Ing. Farhad Farassat, is a co-founder and more than that, he was
behind a management buyout back in 1992. So, F&K Delvotec is his legacy
and he takes it personally. Who better to keep a company lean and mean? At
the same time, he is very focused on his team’s performance and lets them
know how proud he is of them when they succeed. As Dr. Farassat puts it,
“We have set our sights on highest technology from the very beginning, and
this has been the base of our success. In an expensive country such as
Germany, there is really no alternative. But that alone is not sufficient:
one needs to take care of the customer and provide the best possible
service. We did not rest on our high-tech laurels but put enormous effort
into a densely-woven service infrastructure, and this strategy is now
bearing fruit.” On
the product side, the company had two new developments. One is their
double-headed bonder G5-2 which is a very productive wire bonder,
especially for power devices, and has been extremely popular. Second is their brand-new G5-XL
which hits the special requirements of solar cell and e-mobility
manufacturers head-on with its huge working area. Achieving
high customer satisfaction often pays dividends in other areas of a
company. For F&K
Delvotec it came with their
brand-new G5-XL which was developed in an astoundingly short time of just
5 months. Having a sharp customer focus keeps development teams focused on
getting innovations out of the lab. They’ll do this with processes like
modular design, which shortens time to market. There is a feedback effect
on customer satisfaction because in the case of F&K Delvotec, many
components are standard across the G5 bonder family, which have been
proven in hundreds of bonders. Thus there is a cumulative reliability
effect of such standardization. As
for how they think F&K Delvotec makes a difference in the field of
customer satisfaction, they say, “We have a deceptively simple answer to
this question: we listen to our customers, and especially to their process
problems. One result of this was the G5-XL. A second result was that we
installed the special engineering group in Singapore. Being that much
closer to many of our core customers has meant shorter turn-around times
while keeping the quality advantages of ‘Made in Germany.’ Thirdly, we
have acquired a huge body of scientific know-how about bonding, much of it
in close and long-standing collaboration with leading research and
university institutes. This has been a major benefit for our customers in
understanding and removing problems, stabilizing processes and improving
yields. We have received considerable praise from many customers about our
quick response and deep-reaching problem solving help."
This
text is approved for public release by certified media and must maintain the statements clearly
identifying the VLSIresearch
2012 Customer
Satisfaction Survey as the source.
No advertising or other promotional use can be
made of the information in this release or VLSIresearch’s
2012 Customer Satisfaction Survey. Copyright ©
2012 VLSI Research Inc. All rights reserved. About
the 2012 Customer Satisfaction Survey VLSIresearch received feedback from more than
99% of the chip market for this year’s survey. The survey spans two and
half months and covers five languages. Worldwide participants were asked
to rate equipment suppliers among fifteen categories based on three key
factors: supplier performance, customer service, and product performance.
2,102 surveys were returned, resulting in 49,480 total
responses. The
VLSIresearch annual Customer
Satisfaction Survey on Chip Making Equipment is the only publicly
available opportunity for chip manufacturers to provide feedback on their
suppliers since 1988. The 10 BEST, THE BEST, and RANKED 1st
awards provide special recognition to the suppliers that are rated highest
by their customers. For more details on the survey, click here. VLSIresearch is an award-winning provider of
market research and economic analysis on the technical, business, and
economic aspects within semiconductor, nanotechnology, and related
industries. VLSIresearch provides
intelligence for faster and better decision making in the areas of
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and critical subsystems.
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1976.
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@ vlsiresearch.com ph:408.453.8844
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