Intel Corporation – Customer
Quality & Reliability
Charles Covell
About Intel CQR
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Intel Corporation
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Founded in 1968 by Robert Noyce and Gordon Moore
Originally produced memory chips
Developed first microprocessor in 1971
Microprocessors became main product in 1980s
Also produces:
○ Flash Memory
○ Motherboard Chipsets
○ Network Interface Cards
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CQR
 Customer Quality & Reliability
 Vision: To “Strengthen the Intel brand by making technical
customer support a competitive advantage”
 Many locations worldwide to respond effectively to customer
issues
Reporting Structure
WW CQR Director
WW Quality
Support Center
Manager
Americas QSC Manager
Charley
Asia Pacific QSC
Europe/Middle East/
Africa QSC
Japan QSC
Internship Conditions
Location: Hillsboro, Oregon
 40 hours/week
 8:00 AM-5:00 PM/1 hour lunch
 Wages: Approx. $24.50/hr
 Occasional overtime
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Project Summary
Three main projects
 Unit information/customer issue tracking tool
(Excel VBA/SQL)
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 Accessed Intel’s databases from Excel worksheet
 Provided an easy tool for retrieving/comparing
customer return information
 Reported directly to my mentor; demonstrated tool
regularly to QSC members
 ROI
○ Me: High
○ Intel: High
Project Summary
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Intel Intranet-based personal issue tracking/crossreference tool
 Worked as part of QBS (Quality Business Solutions)
development team
 Team used Extreme Programming (XP) methodology
with daily DSU (development status update) meetings
 Used Microsoft SQL Server Reporting Services and
ASP .NET
 Additional reporting to Costa Rica QRE
(Quality/Reliability Engineer)
 ROI:
○ Me: Very High
○ Intel: Medium
Project Summary
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Intel Intranet-based customer issue logging
tool
 Worked remotely with a team in Costa Rica
 Developed a component to access Intel's database
and automatically retrieve unit information for the
issue description
 Used C# .NET
 ROI
○ Me: Medium
○ Intel: ??? (not done yet)
Experience Gained/Impressions
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Tools/Languages
 MS SQL Server/Oracle SQL
 VB .NET, VBA
 SQL Server Reporting Services
 ASP .NET
 C# .NET
Team-Oriented Experience
 Working in a dev. team using XP
 Interacting/negotiating with other groups
Business Knowledge
 Processor manufacturing process
 Business intelligence/reporting concepts
Useful Courses
CS 261 – Data Structures
 CS 361-362 – Software Engineering
 WR 327 – Technical Writing
 CS 275 – Introduction to Databases
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Questions?