<div dir="ltr">Mike,<div><br></div><div>our 24/7 on call technical program is strictly voluntary. We implemented it as a way to provide additional coverage for keeping the tools, and fab, running in the off hours. It provides us with a way to track the additional staff time when responding to a problem/event, and allows us to compensate the staff that do respond. All of our staff are using smart phones, provided by the lab, so we essentially have 24/7 coverage if the need should arise. This program isn't free, but it's way cheaper than adding additional staff to cover those off hours. </div><div><br></div><div>In addition to this on-call support system, we also created a ticketing system that lets a lab user create a work ticket which then provides us with a way to track the problem and resolution from start to completion. I've attached a copy of one of my tickets so you can see what it looks like. Each one has it's own ID number, and as we respond to the ticket, we can track what is being done/happening. Tickets can be created for any one of the following scenarios, or a combination thereof;<br></div><div><br></div><div>1) Repair request, whether it's for a tool, or something within the facility. This could be as simple as a reset after power outage, or a problem with one of the process tools/benches (a wafer stuck in a load chamber or dropped into a rinse bath).</div><div><br></div><div>2) Create an appointment for training on a tool/process for certification purposes. Everyone (even process staff) have to go through this process to use any type of process tool. Training and sign off are done by either the tool owner, or one of select staff that are trained on the tool/process.</div><div><br></div><div>3) Create a work request for an outside lab support function. This could be a request for Helium leak testing support, gas cylinder change out, tool set up/evaluation, anything that requires our assistance with. It provides us with a way to track the support we give external labs, and a way to recharge them for that support.</div><div><br></div><div>None of this implementation has been without a few bugs to work out, and some retraining on the part of our user community. We've had both the technical on-call, and ticket system in place for about 3 years. It would be very hard to give either of them up now. The benefits we've realized far surpassed our expectations.</div><div><br></div><div>Let me know if you need some additional information. We'd be happy to share what we've learned, so far.......<br><div class="gmail_extra"><br clear="all"><div><div class="gmail_signature"><div>Dennis Schweiger</div><div>University of Michigan/LNF</div><div> </div><div>734.647.2055 Ofc<br></div></div></div>
<br><div class="gmail_quote">On Thu, Feb 26, 2015 at 11:54 AM, Mike Young <span dir="ltr"><<a href="mailto:myoung6@nd.edu" target="_blank">myoung6@nd.edu</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="word-wrap:break-word">Hi Dennis. Can you elaborate just a bit regarding the 24/7 technical on-call program you mentioned? This is intended for lab users to be able to call a lab staff member if things go weird in the middle of the night? Or is this something different?<div><br></div><div>--Mike</div><div><br></div><div><br><div><blockquote type="cite"><div>On Feb 26, 2015, at 9:41 AM, Dennis Schweiger <<a href="mailto:schweig@umich.edu" target="_blank">schweig@umich.edu</a>> wrote:</div><br><div><div dir="ltr"><snip...><br><div><br></div><div>We've found, that by instilling a 24/7 technical on-call program (voluntary in participation), we've been able to manage the power disturbance risks, and provide a more cost effective support for the entire fab operation.</div><div class="gmail_extra"><br clear="all"><div><div><div>DennisSchweiger</div><div>University of Michigan/LNF</div><div> </div><div><br></div></div></div></div></div></div></blockquote></div><span class="HOEnZb"><font color="#888888"><br><div>
<div style="color:rgb(0,0,0);letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;word-wrap:break-word">-- <br><font face="Consolas"><span style="font-size:11px">Michael P. Young <a href="tel:%28574%29%20631-3268" value="+15746313268" target="_blank">(574) 631-3268</a> (office)<br>Nanofabrication Specialist <a href="tel:%28574%29%20631-4393" value="+15746314393" target="_blank">(574) 631-4393</a> (fax)<br>Department of Electrical Engineering <a href="tel:%28765%29%20637-6302" value="+17656376302" target="_blank">(765) 637-6302</a> (cell)<br>University of Notre Dame <a href="mailto:mike.young@nd.edu" target="_blank">mike.young@nd.edu</a><br>B-38 Stinson-Remick Hall<br>Notre Dame, IN 46556-5637</span></font></div>
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