ZiLOG
2002 Quality and Reliability Report
CHAPTER 2
Customer Quality Support
CUSTOMER FAILURE ANALYSIS/CORRELATION PROCEDURE
ZiLOG has a complete Customer Failure Analysis (CFA) system. Using this system, a customer
may return units for failure analysis or test correlation. The sequence of events for the CFA
procedure is as follows:
1. Customer suspects a failure.
2. The Customer and ZiLOG’s Field Applications Engineer (FAE) generate a CFA request. See
Figure 3-1.
3. A CFA request is assigned a number for tracking.
4. ZiLOG’s FAE sends the unit(s) to the factory.
5. Product/Test Engineering performs a go/no-go electrical test.
6. The unit(s) and test results are given to the Failure Analysis Engineer.
7. If the unit(s) fail the test, the Failure Analysis Engineer performs electrical and physical
analysis, and generates a CFA report. See Figure 3-2.
8. If the unit(s) pass the test, the Failure Analysis Engineer generates a CFA report and returns the
unit(s) to the customer.
9. Our goal is to provide a complete CFA report within 10 working days from the time the unit(s)
are received.
ZiLOG and the customer will work together to reduce all types of failures to zero. The CFA
procedure is one of several communication tools that can be used to achieve this goal, proving its
overall effectiveness since its inception in 1985.
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ZILOG [ ZILOG, INC. ]
