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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Douniel Lamghari-Idrissi & Roy van Hugten & Geert-Jan van Houtum & Rob Basten, 2022. "Increasing Chip Availability Through a New After-Sales Service Supply Concept at ASML," Interfaces, INFORMS, vol. 52(5), pages 460-470, September.
    • Handle: RePEc:inm:orinte:v:52:y:2022:i:5:p:460-470
    DOI: 10.1287/inte.2022.1133
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    References listed on IDEAS

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