The implementation of total quality management (TQM) in a semiconductor manufacturing operation

The author reviews his five year experience in the implementation of total quality management (TQM) in the operation of the silicon wafer fabrication (fab) facility in Xerox Microelectronics Center (MEC). First, the TQM basic concepts and its operational implications are summarized. This is followed by a detailed description of the TQM implementation process in the wafer fab. Driven by Xerox corporate commitment to quality, the implementation process includes an organizational system analysis of MEC operations, a restructuring of the wafer fab organization, the formation of a quality council, the launching of a comprehensive education and training program, and the implementation of statistical process control techniques. Also, a cornerstone in the TQM strategy is empowering all employees through participation in problem solving and quality improvement teams, and involvement in an employee suggestion system. It is shown that the TQM strategy proved to be instrumental in achieving significant improvements in customer satisfaction, employee satisfaction, productivity, profitability, product quality, manufacturing costs, and on-time delivery