[labnetwork] tool/lab support in the off-hours

[Dennis Schweiger]

Mike,

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.

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;

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).

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.

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.

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.

Let me know if you need some additional information.  We'd be happy to
share what we've learned, so far.......

Dennis Schweiger
University of Michigan/LNF

734.647.2055 Ofc

On Thu, Feb 26, 2015 at 11:54 AM, Mike Young <myoung6 at nd.edu> wrote:

> 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?
>
> --Mike
>
>
> On Feb 26, 2015, at 9:41 AM, Dennis Schweiger <schweig at umich.edu> wrote:
>
> <snip...>
>
> 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.
>
> DennisSchweiger
> University of Michigan/LNF
>
>
>
> --
> Michael P. Young                                (574) 631-3268 (office)
> Nanofabrication Specialist                      (574) 631-4393 (fax)
> Department of Electrical Engineering            (765) 637-6302 (cell)
> University of Notre Dame                         mike.young at nd.edu
> B-38 Stinson-Remick Hall
> Notre Dame, IN 46556-5637
>
>
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