Product Change Notification

In compliance with J-STD-046, Calterah issues PCNs to notify customers of major changes that affect the form, fit or function, or the quality or reliability of a product before the official implementation.

A PCN includes:

• PCN tracking number
• Calterah contact information
• Information of the affected product
• Detailed description
• Reason for change
• Anticipated impact
• Projected production shipment date

For notifications of product changes to automotive-grade devices, Calterah complies with AEC-Q100 Rev-H and is working out a process following the relevant guidelines by ZVEI. 

Product discontinuance

Calterah’s product discontinuance process complies with J-STD-048. After a PCN with regard to product discontinuance is officially issued, our schedule allows 12 months for the last order to take final delivery of obsolete products.

Supplier Quality Support

To deliver quality products and services to customers, Calterah as a fabless relies on the vital support from major suppliers such as foundries and packaging and testing factories.

We have the Manufacturing Technology Center, a production operation team, and a quality management team to drive our suppliers to proactively work towards fulfilling our technical, production, and quality requirements. Calterah urges all suppliers to make systematic and ongoing improvement to their products and processes, in a bid to build a stable, efficient and reliable supply chain.

Minimum Requirements for Suppliers

• ISO 9001 Quality Systems Certification
• IATF 16949 Certification (applicable to automotive-grade chip manufacturing)
• Experience in mass production of similar products
• Compliance with Calterah’s requirements
• Change management in compliance with Calterah’s requirements
• Effective management of sub-suppliers
• Quick response to customer complaints
• Continuous improvement

Minimum Requirements for Critical Sub-Suppliers (of critical raw materials)

• ISO 9001 Quality Systems Certification
• IATF 16949 Certification (applicable to automotive-grade chip manufacturing)
• Compliance with Calterah’s requirements

Tools for Supplier Quality Management

• Quality agreement
• Supplier introduction audit
• Manufacturing data monitoring
• Semi-annual supplier performance management
• Annual supplier quality system audit and on-site audits

Continuous Improvement

The notion of continuous improvement has always been part of Calterah all along its development. Pursing excellence in products and services and improving continuously remain Calterah’s commitment to customers. By adopting the PDCA method, Calterah joins hands with its suppliers to exercise its dedication to continuously offering better products and services.

Continuous Improvement Process Tools employed by Calterah and its suppliers:

• Project experience knowledge base
• Failure mode and effects analysis (FMEA)
• Change management
• Internal audit
• Management review
• Customer audit
• Third-party audit
• Supplier performance management
• Supplier yearly audit

Failure Analysis

Calterah’s IC Failure Analysis (FA) process aims to identify the root cause of failures in defective chips or modules by electrical and physical means, so as to ensure that various analytical needs of new product introduction, mass production improvement, customer support, etc. are met.

Calterah not only boasts an experienced team specializing in failure analysis of chip products, but also works closely with top third-party FA labs to perform efficient and accurate FA.

Customer Support

Support for Customer Complaints

We place great importance on addressing feedback from our customers. Thus, we have established a customer service team that works closely with clients. This team includes CQEs, Sales, FAEs, etc. If customers encounter any issues while using Calterah products, they can reach out to our customer service team for support.

For feedback issues reported by customers, we employ the 8D problem-solving method to analyze the situation and implement corrective measures to prevent recurrence. During the analysis, we utilize various analytical tools like Fault Tree Analysis, Fishbone Diagram, 5 Whys, Is-Is-Not, etc.

The customer service team maintains transparent and close collaboration with customers, ensure communication, and provide timely updates on the analysis progress until the root cause is clear and corrective measures are completed.

Customer Satisfaction

To ensure customer satisfaction, our top priority, we have established a Customer Satisfaction Improvement Plan. Each year, Calterah collects customer feedback across four dimensions: quality, delivery, technology, and service. We evaluate and address the deficiencies pointed out by customers internally to continuously enhance customer satisfaction.