Expert advisory panel | Technical conferences | E2E Community | Quality assessments and assurance
To drive ongoing improvement of TI products and services and to provide top-notch customer support, we maintain ongoing communications with customers. We regularly consult with them to identify production needs and standards, understand long-term innovation requirements, and maintain satisfaction with both our technology and customer service. Using this feedback, we can refine our programs to better meet their needs.
Expert advisory panel
TI created the first online customer panel in the semiconductor industry, which has provided tremendous feedback. We gather customers’ insights on our products and design tools, level of innovation, and product enhancements we should make in the future. This type of engagement uses online surveys to reach customers across product groups.
We target customers depending on what we hope to learn through their profiles and preferences, and we typically see response rates above 40 percent. We share our findings with panelists to keep them apprised of our mutual topics of interest.
TI also conducts an omnibus study of electrical engineers, “Voice of the Engineer.” Offered in 11 languages, the survey solicits a global perspective about how we are performing among our competition across a variety of company, product, sales and support attributes. This helps us understand the changing needs of the marketplace.
To connect with customers currently using or planning to use our products, we host technical seminars and conferences globally. These training events include education about our products and support tools, as well as feedback sessions with field sales and senior management.
In addition to our sales and distribution channels, we also engage directly with our broader customer base by participating in industry conferences, webinars and design contests.
One of the more unique ways TI engages and supports customers is through the TI engineer-to-engineer (E2E) Community. This online community leverages social media to connect design engineers with TI product/customer support. It contains blogs, videos and technical discussion forums that provide value to more than 78,000 registered members. As customers interact with each other, they often share troubleshooting and product-use advice based on similar applications they may be designing.
To showcase the fact that TI is not only a company for engineering products, but also a company of and for engineers, the company relaunched the popular Thank an Engineer program. Four TI engineers star in humorous videos that range from recognizing notable engineers and their creations to skits showcasing technology. The program is designed to inspire an even deeper sense of pride among the engineering community and give engineers a place and way to interact with their peers.
Quality assessments and assurance
To keep our pulse on the manufacturing side of our customer base, TI’s Quality organization maintains customer scorecards that incorporate a variety of feedback, from ease of product use to manufacturing defects to responsiveness in meeting their needs. We use this feedback to continuously improve our products and services and better meet customer expectations.
TI works hard to assure product quality and maintain clear and open communications with appropriate stakeholders. TI provides customers with warranty information and standard terms and conditions of sale. More detailed information about warranty returns, including the returned material authorization process, is available from TI or its authorized distributors.
TI’s semiconductor products are predominantly sold to component distributors, subsystem manufacturers or original equipment manufacturers (OEMs), which incorporate them into subsystems or end products. Generally, OEMs are responsible for assuring that their end products are safe and functioning properly.
If we become aware of serious quality problems with a TI component, our Quality organization analyzes the matter and develops an action plan, including a communications plan suitable for the particular circumstances.
Where appropriate, TI urges its customers (and, when traceable records are available, OEMs who received TI components through intermediaries) to assess risks that might arise in OEM products due to the questionable TI components, and to return components to TI for testing, refund and/or replacement.