Customer Relation Support

If agreed upon with customer OSRAM Opto Semiconductors assists with expert quality support even in the pre-sale phase. The customer support services are supplemented with professional complaint management.

Customer Quality Support

Sales Support

  • Respond on customer requirements/questions concerning quality questions
  • Performe special reliability tests required by customer
  • Provide data according to PPAP (Production Part Approval Process)
  • Prepare and join customer audits

Product Change Notification

  • Product Process Change Management
  • Product Change Notification (PCN) and Infonote submission

Reliability Data

  • Collect and Evaluate regular Reliability Monitoring data
  • Provide and regulary update quality status of products

Q-Contract Management

  • Quality Assurance Agreements (QAA)
  • Product related evironmental contracts

Aftersales Support

Rapid processing of complaints with 8D Procedure

  • Facilitate 8D teams
  • Perform effective problem analysis
  • Provide containment actions to customer
  • Cooperate at corrective action definition
  • Review efficiency of corrective action

Failure Analysis

  • perform and coordinate failure analysis
  • available analysis tools: Light Microscopes, IR Microscope, X-Ray, Cross sectioning, chemical analysis, SEM, EDX, EBIC, Auger, FIB, Emission Microscope, measurement of electrical and optical parameters, DSC ...

Return Material Management

  • Provide ReturnMaterialAuthorization to customer in case of valid complaint
  • Handle returned material and decide upon further disposition