Road to Full Service Premium
Factsheet of ProSeLoNext Project in ASML
Full Service is a set of practices of risk management. It provides the guarantee that ASML will take care of almost everything of customer service, including scheduled and unscheduled downs. Depending on the service level, it starts with Full Service Mature that defines target uptime, then Full Service Baseline that secures guaranteed uptime, and finally Full Service Premium that achieves enhanced uptime. Our case focuses on Full Service Premium (FSP), which targets at both productivity (higher per-system availability to enable higher output) and predictability (less variations among systems), so that it can guarantee system performance. Through system dynamics modeling, we identify different roads to achieve FSP, and present corresponding policy suggestions.