Increasing Chip Availability Through a New After-Sales Service Supply Concept at ASML

Douniel Lamghari-Idrissi (), Roy van Hugten (), Geert-Jan van Houtum () and Rob Basten ()
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Douniel Lamghari-Idrissi: Customer Support, ASML Netherlands B.V., Veldhoven 5504 DR, Netherlands; Department of Industrial Engineering and Innovation Sciences, Eindhoven University of Technology, Eindhoven 5600 MB, Netherlands
Roy van Hugten: Customer Supply Chain Management, ASML Netherlands B.V., Veldhoven 5504 DR, Netherlands
Geert-Jan van Houtum: Department of Industrial Engineering and Innovation Sciences, Eindhoven University of Technology, Eindhoven 5600 MB, Netherlands
Rob Basten: Department of Industrial Engineering and Innovation Sciences, Eindhoven University of Technology, Eindhoven 5600 MB, Netherlands

Interfaces, 2022, vol. 52, issue 5, 460-470

Abstract: ASML is an innovation leader in the semiconductor industry and the market leader in the photolithography systems sector. At the beginning of 2017, ASML embarked on a journey to evaluate and reform its after-sales service supply concept driven by the increased focus of its customers on infrequent but disruptive long downtime events. The company made changes to its service measures and to the planning approach. This resulted in a new service concept, which, after successful pilots, ASML rolled out to its worldwide installed base at customers’ sites in 2020. The new concept resulted in a worldwide decrease of 20% in the number of extreme long downtime events at ASML’s customers, generating an estimated yearly benefit of €1.5 billion for the semiconductor industry.

Keywords: semiconductor manufacturing; after-sales services; service measures; infrequent interruptions; spare parts planning; service tools planning (search for similar items in EconPapers)
Date: 2022
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