The Client Profile
KLA-Tencor is a leader in yield management and process control solutions for semiconductor manufacturing and related industries. Headquartered in San Jose, CA, the company has sales and service offices around the world.

The Business Problem
KLA-Tencor Field Service Customer Support Engineers (CSEs) need accurate, up-to-date information on multiple products in an easy-to-use format.  KLA-Tencor currently provides service manuals and field updates to CSEs worldwide.  The manuals contain thousands of pages of complex information, and it is difficult and time-consuming to extract accurate technical information. The process of producing, reviewing, and releasing this documentation is such that by the time it reaches the field, some or all of the information may be out of date.

The TechProse Solution
TechProse analyzed and streamlined the process of providing timely information to the global sales force.  The first step was to chunk data for reuse, tag it, and store it.  Instead of having to release a new manual, engineers could then quickly update relevant data as needed.  TechProse then automated the storage, presentation, and management of updated data.  To do this, TechProse created an online enterprise-wide Content Management System (ECMS). This interface allows CSEs to find a particular procedure either by drilling down to the relevant part on a graphic and viewing the associated procedure, or selecting a document or part from a table.  This solution, called the Virtual Field Replaceable Unit Interface (VFI), was designed so that CSEs could download the latest releases onto their laptop and use the data at client sites.  Engineers could update relevant information quickly and seamlessly in one place for global distribution.