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FormFactor, Inc Case Study

Enterprise Applications Support for Global Leader in Semiconductor Manufacturing Reduces Day-to-Day Support Costs by 30%

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FormFactor, Inc Case Study

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  1. Case Study Enterprise Applications Support for Global Leader in Semiconductor Manufacturing Reduces Day-to-Day Support Costs by 30% “ Jade Global has supported our day-to-day operations very efficiently, and helped us focus on our strategic priority projects. The Jade team also contributed to various strategic initiatives related to project unity and creating high-value for our organization. Their passion and hard work has helped us grow, and they take real pride in serving our needs. Jade Global has become an integral part of our team. They reflect the value and character of a true partner. “ IT Landscape: Oracle EBS 11.5.10.2, Oracle R12 Financials, Manufacturing, Supply Chain, OSFM Custom DataWare House Agile PLM Legacy Web Applications Business Objects Oracle SOA Database Support – Oracle Datacenter: In House Client - FormFactor, Inc. Industry - Semiconductors (Engineering and Manufacturing) - Director of IT, FormFactor About the Client FormFactor, Inc. is a leading manufacturer of advanced semiconductor wafer probe cards. They develop interconnect technology along the full IC life cycle that is manufactured using micro-machining and scalable semiconductor fabrication processes. The company services customers through its network of facilities in Asia, Europe and North America. It is headquartered in Livermore, California. Business Requirements 16x5 support requirement for global need users (US, APAC) Reduce maintenance overhead caused by extensive customizations Support of factory applications Support Finance organization located in China and Asia Pacific Support rapid growth and allow IT teams to focus on merger and acquisition work Rapid Growth Requires Advanced Support FormFactor is one of the world’s leading micro-electro-mechanical systems (MEMS) manufacturers. The company was ranked as the world’s number one supplier of semiconductor probe cards in 2018 by market research firm VLSIresearch. Its rapid growth has allowed FormFactor to look at additional M&A opportunities to build upon their 2016 acquisition of Cascade Microtech. FormFactor approached Jade Global in 2018 for 16x5 support of its users in the US and APAC countries. The company needed support of both factory applications and finance overseas in Asia. FormFactor was looking for an IT partner to take the burden off its IT teams, so the company could spend more time focusing on merger and acquisition work. FormFactor wanted to reduce the substantial maintenance overhead that had amassed from extensive customizations. The Challenges Overburdened IT Teams and Complex Customization Challenges Obsolete Oracle Application Environment with complex integrations Complex Manufacturing implementation including Oracle Shopfloor Manufacturing (OSFM) FormFactor’s internal IT Management teams were heavily involved in day-to-day support activities of the company. FormFactor was looking to take this burden off the team, so they could focus on more strategic projects including R12 upgrade and unifying to merge multiple ERP instances. The existing support system was reactive-based, rather than proactive. When issues arose, FormFactor’s IT team would respond with a break-fix approach which often frustrated end-users. ©2019 Jade Global Inc. All rights reserved

  2. Custom Agile Product Lifecycle Management (PLM) integration with custom connector to Oracle EBS IT Management and IT team involved heavily in day-to-day support Reactive support led to end-user dissatisfaction Complex customization support without documentation, which is heavily dependent on a few people Moreover, FormFactor was working in an Obsolete Oracle Applications 11i environment with complex integrations. They had undergone a complex Oracle Shopfloor Manufacturing (OSFM) implementation which required complex customization support. However, support was being managed by a handful of internal members who were heavily depended upon. In addition, the company needed a custom agile Product Lifecycle Management (PLM) integration with a custom Oracle EBS connector. 24/7 Functional and Technical Application Support Solution Jade Global designed a comprehensive Managed Services and Applications Support plan for FormFactor which included a Global Service Delivery Model to minimize overall costs and delivery times. A ticket triaging process was set up to help streamline workflows. Jade provided dedicated functional and technical offshore support teams to maintain FormFactor’s complex applica- tion stack, which reduced maintenance costs by 20%. In addition, Jade provided global coverage for all P1 pressing issues. During critical periods such as month end close activi- ties, Jade Global provides 24/7application support. The Solution Ticket Triaging Functional and Technical Support Built an offshore team of experts to maintain the complex applications and reduce maintenance costs by approximately 20% Provided global coverage for P1 issues 24/7 support for applications provided during month close and similar critical period end activities on the Global Delivery Model As a result of Jade’s Global Service Delivery Model for Managed Services, the customer IT team at FormFactor has more time to focus on strategic projects. Other business benefits include a 30% reduction in day-to-day support costs in the first year of operation, improved manufacturing across factories and product lines, and improved time to market delivery. FormFactor internal support teams eliminated maintenance redundancies and support. Jade Global assumes ongoing responsibility for monitoring, managing and problem resolution for FormFactor’s IT systems. To Learn more about Jade Global Managed Services, visit https://www.jadeglobal.com/managed-services. Business Benefits Customer IT team was able to free up their time to focus on strategic projects to merge multiple ERP systems into a single Oracle ERP platform Improved Manufacturing operations across multiple factories and product lines Cost of day-to-day support reduced by 30% in first year of operation Improved time to market delivery Eliminated support and maintenance redundancies About Jade Global Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology advisory, testing, and managed services. We are headquartered in San Jose, California with U.S offices in Philadelphia, Boston, Los Angeles, San Diego and Atlanta. Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner and Microsoft Gold partner. We have additional strategic partnerships with Zuora, Dell Boomi, NetSuite, and Tableau. Jade is a member of the Oracle Cloud Excellence Implementor (CEI) Program and has been recognized as one of the fastest-growing companies in North America by Inc. 5000. www.jadeglobal.com | info@jadeglobal.com | 877-523-3448 ©2019 Jade Global Inc. All rights reserved

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