Novellus Systems, Inc. Licenses ClickSoftware's ClickFix Diagnostic Software Solution.Business Editors/High-Tech Writers
CAMPBELL, Calif.--(BUSINESS WIRE)--Dec. 19, 2000
Product Will Dramatically Reduce Troubleshooting Time for
Major Semiconductor Tools Manufacturer
ClickSoftware Technologies Ltd. (Nasdaq: CKSW), a leading provider of software solutions for optimizing service operations, today announced that it has secured a major contract for its ClickFix online fault diagnostic product with Novellus Systems Novellus Systems develops, manufactures, sells, and services semiconductor equipment used in the fabrication of integrated circuits. It is a leading supplier of chemical vapor deposition (CVD), physical vapor deposition (PVD), electrochemical deposition (ECD), chemical mechanical , Inc. (Nasdaq: NVLS NVLS Novellus Systems (stock symbol) ) in a deal worth in excess of three-quarters of a million dollars.
Novellus sells and supports chemical vapor deposition Vapor deposition
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Please help recruit one or [ improve this article] yourself. See the talk page for details. (PVD PVD
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Using ClickFix, Novellus expects to improve customer service by dramatically improving "Mean Time to Repair" (MTTR (Mean Time To Repair, Mean Time To Restore) The average time it takes to repair a failed component. See reliability.
MTTR - Mean Time To Recovery ) and reducing equipment down time. It will also lower the time and cost of training new field service engineers (FSEs), as well as reduce the time it takes to troubleshoot a service problem. The number of mistakenly replaced parts is also likely to be reduced, thus creating savings in spare parts Spare parts, also referred to as Service Parts is a term used to indicate extra parts available and in proximity to the mechanical item, such as a automobile, boat, engine, for which they might be used.
Spare parts are also called “spares. .
In practice, Novellus FSEs faced with a problem will enter the initial symptom(s) into ClickFix. It will then guide them step-by-step through the diagnosis process, suggesting additional symptoms to look for, which tests to perform, and finally what repair action(s) to take. The ClickFix solution is based on two components. The first is a knowledge composer tool used to assist Novellus' staff in compiling their knowledge, experience and expertise into well-structured knowledge bases. The second is a universal diagnostic engine that accesses these knowledge bases and provides troubleshooting guidance.
Novellus will install ClickFix on every FSE's laptop computer for stand-alone use. In addition, FSEs will be able to log into Novellus' server and use their laptop as a thin client with the ClickFix Server as a Central Knowledge Base. On a regular basis, various cases will be downloaded to the ClickFix Server, and using its built-in advanced learning algorithms, the experience embodied in these cases will be compiled and integrated with the existing knowledge base, thus getting smarter with use. The whole service organization will ultimately have access to a comprehensive knowledge base that represents the collective work done by the entire service force over the life of the equipment.
"We selected ClickFix from our short list because of its rapid knowledge composition process and its diagnostic accuracy -- two critical elements required for sophisticated semiconductor manufacturing systems," said Brian Caughey, Novellus's Director of Global Product Support. "I believe that the troubleshooting time can be reduced by more than 20% with a probable reduction in spare parts, using ClickFix," he said. "In our preliminary evaluation of the product we even had cases where a novice engineer using ClickFix located the problem in about 30 minutes, compared with 5 hours for experienced engineers who did not have ClickFix. Based on these findings, we expect ClickFix to shorten training time by at least 30%."
"When equipment fails, the challenge is to get it back on line as quickly as possible. This is particularly critical in the semiconductor industry where downtime is incredibly expensive," said David Joseph, Vice President ClickFix Products. "Given the complexity of semiconductor equipment, time-to-repair really hinges upon the skills, experience, and knowledge of individual field service engineers. ClickFix offers a truly revolutionary concept in this regard, because it enables organizations like Novellus to elevate all field service and help desk engineers to an expert level. Gone are the days of the shot-gun approach to equipment repair."
John Chenault, Novellus's Executive Vice President of Business Operations Business operations are those activities involved in the running of a business for the purpose of producing value for the stakeholders. Compare business processes. The outcome of business operations is the harvesting of value from assets , added, "Considering the fact that our rapid expansion calls for substantial hiring of field service engineers, achieving consistent service performance across the entire field force is a challenging objective. We expect that ClickFix will help us achieve this objective."
ClickFix, an online problem resolution tool, helps elevate every technician in a service organization to an expert level. It supports the complete service call life cycle: from Self-Help users, to Help-Desk engineers, to FSEs and on-site technicians. ClickFix helps determine the cause of the problem, then provides the user with accurate, comprehensive, and easy-to-understand instructions on how to fix it. ClickFix can be used in the field with a laptop computer in a stand-alone mode, or with a hand-held device over the Internet. It can also be used in remote diagnostic mode by communicating with a built-in diagnostic system.
Headquartered in Campbell, Calif., ClickSoftware is a leading provider of end-to-end service chain optimization solutions for service organizations. Its products optimize service operations by simultaneously increasing revenue, reducing operating costs operating costs npl → gastos mpl operacionales , and increasing customer loyalty.
Used by customers in a wide array of industries, including telecommunications, utility, retail, high-tech, IT service, automotive, healthcare, and financial services, ClickSoftware's solutions cover strategic capacity planning, short term resource planning, problem resolution, daily scheduling, real time wireless monitoring and rescheduling, and continuous on-going business performance analysis.
A key success factor underlying ClickSoftware products is the ability to integrate seamlessly with the solutions of leading enterprise software vendors. ClickSoftware has marketing or reseller agreements with many of the leading application software vendors in the CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , eCRM, and ERP (Enterprise Resource Planning) An integrated information system that serves all departments within an enterprise. Evolving out of the manufacturing industry, ERP implies the use of packaged software rather than proprietary software written by or for one customer. world.
In addition to its Silicon Valley headquarters, ClickSoftware has offices and distributors throughout the United States, as well as in Canada, Germany, Israel, and the United Kingdom. ClickSoftware's products are used by both B2B (Business to Business) Refers to one business communicating with or selling to another. See B2B e-commerce, B2C and B2G.
B2B - business to business and B2C (Business to Consumer) Refers to a business communicating with or selling to an individual rather than a company. See B2B. service organizations, including: British Gas, Caterpillar, Compaq Computer Corporation (company) Compaq Computer Corporation - The largest US manufacturer and vendor of IBM PC compatible personal computers and servers. Compaq was started in 1982 by three ex-Texas Instruments employees.
Quarterly sales $2499M, profits $210M (Aug 1994).
http://compaq.com/. , Crown Castle, Crawfords, EMEB EMEB East Midlands Electricity Board , Enbridge Home Services, Gerber Technology, High Speed Access Corp. (HSA HSA Health Savings Account (US)
HSA Human Serum Albumin
HSA Human Services Agency (Nevada)
HSA Health Services Agency
HSA Health and Safety Authority (Ireland) ), ICL (International Computers Ltd., London) The former name of Fujitsu Services, the European-centered arm of the global Fujitsu Group and one of the leading IT services companies in Europe, the Middle East and Africa. , Level 3 Communications
Level 3 Communications NASDAQ: LVLT is a communications and information services company headquartered in Broomfield, Colorado, USA. , Swisscom, Verizon, and Wards.
For more information about ClickSoftware, call 408/377-6088 or 888/438-3308 or visit www.clicksoftware.com.
Except for historical information contained herein, this press release contains express or implied forward-looking statements about ClickSoftware's product performance, product integration, customer benefits, and future operations, and includes implied statements concerning market effects of our products and our growing leadership role in the market. Such "forward-looking statements" involve known and unknown risks, uncertainties and other factors which may cause actual results or performance to be materially different from any future results or performance expressed or implied by such forward-looking statements. ClickSoftware's achievement of these results may be affected by many factors, including among others, the following: uncertainties regarding continued market acceptance of our products; uncertainties in our ability to timely develop future products or enhancements and upgrades to existing products; uncertainties regarding the impact on the service markets brought by our products; uncertainties regarding our intellectual property; and the uncertainties of customer operations. More information that could affect the company's performance is set forth in ClickSoftware's filings with the Securities and Exchange Commission, ClickSoftware's prospectus dated June 22, 2000 and ClickSoftware's 10Q, and may be found within the sections titled Risk Factors and Management Discussion and Analysis. Investors and potential investors are directed to these materials for additional information.
Throughout this release, software and hardware products are mentioned by name. In most, if not all, cases, these product names are claimed as trademarks by the companies that manufacture the products. It is not our intention to claim these names or trademarks as our own.