Asistencia técnica remota: Vol. 2 - Cartera de servicios de RTA de IPI

08 Febrero 2021

La asistencia técnica (AT), que alguna vez fue concebida como una ayuda para fines generales[1], se ha convertido en una necesidad primaria en la fabricación industrial. Esto es aún más necesario en el envasado de cartón aséptico, donde, debido a la naturaleza sensible del trabajo, se ha convertido en un activo decisivo. Además, con la industria 4.0 ganando terreno, la necesidad de un par de manos adicionales para ocuparse de todos los aspectos técnicos es mayor que nunca. Y no solo para solucionar problemas.

Lenta pero constantemente, la informática de punta, el Internet de las cosas, y el aprendizaje automático, están cambiando la faz de la industria. Sin embargo, estas y otras oportunidades que ofrece la Cuarta Revolución Industrial, requieren un conjunto único de habilidades que pueden o no ser parte del conocimiento básico de una empresa. Por ello, la Asistencia Técnica Remota (RTA), como complemento del soporte in situ, es la nueva frontera en el envasado de cartón aséptico.

En este sentido, IPI ofrece un amplio portafolio de servicios RTA a sus clientes, es decir:

Inicio de la instalación y producción
Entrenamiento del personal de planta
Control de producción y asistencia a la producción
Solución de problemas

Lo que acontinuacion detallamos es una explicación de cada servicio mencionado anteriormente.

Instalación y puesta en producción

La instalación y puesta en marcha de la producción se trata de la preproducción. Consiste en el Posicionamiento y Conexión de Equipos, Arranque de Línea de Empaque con productos alimenticios líquidos, Puesta en Marcha y Prueba de Aceptación del Sitio (SAT).

Echemos ahora un vistazo a lo que se puede lograr de forma remota.

#1: Posicionamiento del equipo y primer encendido

Este servicio se refiere, al posicionamiento real de la maquinaria. La idea que hay detrás de esto, es la de un enfoque guiado, para apoyar al cliente en cada paso del camino. Primero, los supervisores IPI dedicados brindan instrucciones en video y capacitación preliminar al cliente. Posteriormente, supervisan el posicionamiento de los equipos que se realiza en la planta de producción del cliente, a través de una aplicación de transmisión de video, instruyendo al cliente sobre el método de posicionamiento adecuado.

Después del posicionamiento del equipo, es hora de conectar los servicios públicos. Sistema eléctrico, aire comprimido, vapor, drenaje, agua y sistema de suministro de alimentos: los técnicos de IPI siguen al cliente durante todo el proceso, desde el posicionamiento de la máquina hasta la conexión de la red eléctrica hasta el primer encendido, y el cliente es guiado a través de un conjunto tan propenso a riesgos. -fase inicial.

#2: Inicio de la línea de empaque con el producto real del cliente

La puesta en marcha es el arranque de la línea de producción. Una vez que las utilidades están conectadas, las máquinas se encienden. Se realizan algunas pruebas, que consisten en la producción de paquetes de muestra, que primero se llenan con agua y luego con el producto real. Mientras tanto, los técnicos de IPI, verifican que el equipo funcione correctamente, conectándose al PLC y monitoreando todos los parámetros. Además, gracias a la transmisión de vídeo y las gafas inteligentes, IPI siempre vigila el embalaje para comprobar la calidad de la solución. La puesta en marcha de la línea suele realizarse in situ. Sin embargo, la puesta en marcha, puede ejecutarse de forma remota, en función de la complejidad de la línea en cuanto a formatos de envasado y del producto alimenticio líquido a llenar.

En cuanto a la composición de la línea de envasado, cuantas más máquinas haya, más regulaciones y ajustes se deben tener en cuenta. Especialmente para un nuevo cliente de IPI que aún no conoce el sistema, para ello será necesario un mayor compromiso por parte de IPI para transferir el conocimiento relevante lo más rápido posible, así como por parte del cliente para acostumbrarse a llevar a cabo el Puesta en marcha de la línea de envasado de forma autónoma con el soporte remoto de IPI. Finalmente, luego de la puesta en marcha de la línea de envasado, llega el momento de la puesta en marcha y la prueba de aceptación del sitio (SAT), que se manejan de acuerdo con el cliente al final del proyecto.

Entrenamiento del personal de Planta

Este servicio está dirigido a aquellos miembros del personal del cliente que tienen que trabajar con el equipo a diario, ya sean mantenedores, operadores de línea de producción, especialistas en control y aseguramiento de calidad, etc. La capacitación generalmente involucra reuniones en persona. sin embargo, la formación también se realiza de forma remota.

Hay, por así decirlo, dos Formaciones: una teórica, que se realiza antes de la Instalación y Puesta en Marcha, y una llamada “formación en el puesto de trabajo”, donde IPI ofrece una plataforma de aprendizaje continuo al cliente. Por lo general, esta formación más práctica es presencial, pero también se puede realizar a través de Internet. De hecho, la formación a distancia es ideal en caso de rotación laboral, cursos de actualización y para fortalecer el conocimiento del cliente sobre un tema específico.

Control de producción y asistencia a la producción

El control de producción se refiere al apoyo a la producción real. Tradicionalmente, depende de los técnicos in situ, que realizan una auditoría a través de aplicaciones analíticas como el Sistema de recopilación de datos de IPI. Dicho esto, IPI también ofrece este servicio de forma remota y, según la preferencia del cliente, puede aprovechar una gran cantidad de canales, incluidas aplicaciones de videoconferencia, llamadas telefónicas, mensajería instantánea, etc. Por supuesto, ninguna aplicación analítica, puede registrar operaciones manuales, por lo que el Control de producción siempre debe estar integrado con un circuito de retroalimentación constante entre IPI y el cliente.

Solución de problemas

Este servicio se lleva a cabo en dos etapas: análisis de causa raíz y resolución de problemas.

#1: Análisis de causa raíz

Esta etapa consiste en encontrar el origen del problema que se está produciendo a nivel de fabricación. Es un proceso complejo que involucra aplicaciones analíticas, mantenimiento remoto, encuesta a los operadores, envío de muestras no conformes de ida y vuelta, pruebas de producción realizadas por técnicos en persona y, lo más importante, un intercambio constante de información entre IPI y el cliente.

#2: Resolución de problemas

Esta etapa es donde tiene lugar el mantenimiento correctivo real. Como es habitual, es una práctica habitual hacerlo in situ, pero se puede realizar de forma remota siempre que se den las siguientes condiciones:

El problema se puede resolver de forma remota.
Ya se han identificado la causa raíz y las consecuencias del problema.
El cliente es consciente de las consecuencias del problema.
El cliente ha pasado por una fase de formación.
Hay piezas de repuesto disponibles en casa del cliente, o listas para ser enviadas

A día de hoy, la Asistencia Técnica Remota ha demostrado una y otra vez, ser fundamental para desarrollar una estrategia comercial exitosa. No solo puede complementar la asistencia técnica en persona. Cuando es posible, ofrece la oportunidad de brindar soporte al cliente en tiempo real a través de cada fase del proceso, desde la instalación y puesta en servicio hasta la resolución de problemas. Pase lo que pase, IPI siempre está listo para ayudar al cliente a salir adelante.

Ha llegado el momento de la asistencia técnica remota. Ponerse en contacto.

[1] Source:Intercom.com

Form

Name

Surname

Company

Country

Phone

Message

Consent to personal data processing with regard to the purpose specified under the letter e) of article 4 of the Privacy Policy below

(“Privacy Policy”)
Version May 2023

SUMMARY

1. INTRODUCTION
2. CONTROLLER AND CONTACT DETAILS
3. DATA SUBJECTS
4. PURPOSE OF PROCESSING, CATEGORIES OF DATA AND LEGAL BASIS
5. DATA RETENTION PERIOD
6. OPTIONAL/MANDATORY PROVISION OF PERSONAL DATA
7. PERSONS ACTING UNDER THE AUTHORITY OF THE CONTROLLER AND OTHER RECIPIENTS
8. TRANSFER OF DATA TO THIRD COUNTRIES (EXTRA EU OR EEA)
9. RIGHTS OF THE DATA SUBJECT
10. RIGHT TO OBJECT
11. COMPLAINT

1. INTRODUCTION

This Privacy Policy, in accordance with the General Data Protection Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data(“GDPR”), aims at providing our customers and suppliers (also potential ones) with all the information related to the processing of their personal data (“Data”) carried out in order to enter into, manage and terminate contractual relationships with IPI S.r.l.

2. CONTROLLER AND CONTACT DETAILS

IPI S.r.l. (“IPI”), with registered office in Italy, San Sisto (ZIP 06132 - PG), Via Giuseppe Piermarini n.19;

website: https://www.ipi-srl.com/it (“Sito”);
email: privacy@ipi-srl.com;
phone number: + 39 075 528521.

3. DATA SUBJECTS

Natural persons who establish relationships with IPI as:

Customers, also potential ones;
Suppliers, also potential ones (e.g., consultants, contractors and sub-contractors);
Representatives/Contact persons of legal persons (e.g., of customers, contractors and sub-contractors);
Personnel of Suppliers;

4. PURPOSE OF PROCESSING, CATEGORIES OF DATA AND LEGAL BASIS

PURPOSES OF PROCESSING:	CATEGORIES OF DATA:	LEGAL BASIS:
a. to enter into and perform contractual relationships with Customers and Suppliers (also potential ones), as well as to comply with the related legal obligations (for instance, the obligations provided for by the law concerning the protection of health and safety in the workplace (as per Legislative Decree 81/2008), with particular reference to the assessment of the technical/administrative suitability of Suppliers).	- *- data collected through the contact form* available on the Website - data concerning the assessment of financial reliability -identification data (name and surname, tax code); - contact data (phone number, email/certified email and address); - data concerning professional qualifications and working/job positions; - billing data(VAT, business/company name) - payment data (for instance, bank account details or details related to credit cards); - data obtained in the context of technical interventions, including evolutionary maintenance**.	- performance of contractual obligations or pre-contractual requests (article 6.1.b. GDPR); - compliance with a legal obligation (article 6.1.c. GDPR)
b. to verify that Personnel of Suppliers hold the necessary qualifications and certificates showing the suitability for carrying out certain activities/jobs, as required by the by the laws concerning the protection of health and safety in the workplace and to verify the regularity of fulfilment of remuneration, social security contribution as well as regularity of fulfilment of insurance and/or fiscal obligations and however the compliance with legal obligations by contractors and sub-contractors, also with a view to protecting IPI having regard to its joint liability.	- identification data of Personnel of Suppliers - data concerning qualifications and working/job positions related to Personnel of Suppliers; - data concerning remuneration, social security contribution, insurance and/or fiscal aspects related to Personnel of Suppliers; - data concerning professional qualifications and skills to carry out certain jobs/activities related to Suppliers and Personnel of Suppliers.	As regards to common data: - compliance with a legal obligation (article 6.1.c. GDPR); - legitimate interest of the controller (article 6.1.f. GDPR). As regards to special categories of data (health data): - - carrying out the obligations and exercising specific rights of the controller or of the data subject in the field of employment and social security and social protection law (article 9.2.b GDPR); - reasons of substantial public interest (article 9.2.g GDPR).
c. to verify and check the absence of any conduct that could represent as potentially or actually a crime under the Italian Legislative Decree n. 231/2001 concerning the corporate liability, as well as to verify the absence of potential related risks (e.g., criminal convictions and/or disqualifications measures referred to Suppliers).	- data already processed by IPI by virtue of existing relationships with Customers and Suppliers (also potential or former ones); - further data collected by IPI as a consequence of controls, inspections and/or audits to the extent permitted by law.	As regards to common data: - legitimate interest of the controller (article 6.1.f. GDPR); - purposes compatible with the purpose for which personal data have been collected (article 6.4. GDPR). As regards to special categories of data: - - reasons of substantial public interest(article 9.2.g GDPR). As regards to data relating to criminal convictions and offencesthe processing is carried out in accordance with the provisions set forth in article 10 GDPR and article 2-octies of the Italian Legislative Decree n.196/2003.
d. except where the right of objection has been exercised by Customers(“Opt-out”, see paragraph 10 of the Privacy Policy), to send - within the framework of a previous sale of a product or service - general informational, promotional and advertising communications concerning the goods and/or services provided by IPI or the corporate group of which IPI is part similar to the ones previously purchased by the Customers (c.d. “Soft Spam”).	- email address of Customers and/or the relevant Representatives/Contact persons.	- - legitimate interest of the controller (article 6.1.f. GDPR).
e. to send marketing, promotional and adverting communications and materials concerning the products and/or services provided by IPI or by the corporate group of which IPI is part.	- contact data(name and surname); - -Company of belonging and related Country; - email address of Customers and/or the relevant Representatives/Contact persons; - phone number of Customers and/or the relevant Representatives/Contact persons; - *data collected through the contact form* available on the Website,** whenever the data subject has given its consent to the processing of its data for marketing purposes.	- consent(article 6.1.a GDPR).

5. DATA RETENTION PERIOD

Data of Suppliers, Customers and the related Representatives/Contact persons and Data of Personnel of Suppliers are processed by IPI for the entire duration of the contractual relationship and, without prejudice to Data that must be retained to comply with legal obligations (e.g. invoices, transport/shipping documents and other documents required for the accounting records), are erased after the termination of the contractual relationship, once expired the periods of limitation from time to time applicable, as provided by the applicable law, usually corresponding to ten years from the termination of the relationship.

Data of Personnel of Suppliers, processed by IPI by virtue of its joint liability as required by law, are retained until the expiration of the joint liability period pertaining to IPI and/or the related periods of limitation as established by the applicable laws.

In order to pursue the purposes related to fulfilment of legal obligations concerning the protection of health and safety in the workplace regarding the assessment of suitability of contractors/sub-contractors (paragraph 4a of the Privacy Policy) and verifications of Personnel of Suppliers (paragraph 4b of the Privacy Policy), IPI – as a mean of the processing activities - relies on a supplier portal.

Data processed for the purposes of verifications, controls and/or inspections carried out under the scope of the Italian Legislative Decree n. 231/2001 are retained for no longer than it is necessary in order to perform the related activities and are erased once expired the period of limitation set forth by the applicable law, usually corresponding to five years, without prejudice to reports made by the Supervisory Committee of IPI as a consequence of verifications, controls and/or inspection activities.

The above-mentioned data retention criteria/periods could be extended in the event a lawsuit has been filed before courts/ judicial authorities or in the event of any out-of-court negotiations/settlements. In such cases, Data shall be processed until the dispute has been settled.

Data processed for Soft Spam purpose (paragraph 4d of the Privacy Policy) are processed until the Customers’ exercise of the right to object Opt-out and, in any case, such data are erased once the term of 24 (twenty-four) months has elapsed from the previous commercial relationships with IPI.

Data of Customers and/or the Representatives/Contact persons which are processed for marketing purposes (paragraph 4e of the Privacy Policy) are processed until withdrawal of the related consent, provided however that such data are erased after 24 (twenty-four) months, unless a consent renewal is collected or the Data are anonymized.

6. OPTIONAL/MANDATORY PROVISION OF PERSONAL DATA

Except for the purpose described in point 4e, in relation to which the provision of Data is optional and the related consent can be withdrawn at any time, the provision of Data is essential to IPI in order to comply with legal obligations to which IPI is subject as well as to fulfil its contractual obligations or to take steps at the request of data subjects prior to entering into a contract. The failure of providing such Data, wholly or partially, will prevent IPI from replying to the above-mentioned requests, to perform its contractual obligations and/or to comply with the relevant legal obligations.

7. PERSONS ACTING UNDER THE AUTHORITY OF THE CONTROLLER AND OTHER RECIPIENTS

a) persons acting under the authority of IPI(in particular, employees and collaborators), also including the members of the Supervisory Committee, specifically authorized and instructed on the processing of Data;

b) external recipients(also including other suppliers), belonging to the following categories (i) entities/persons performing shipping and/or delivery activities of IPI’s products; (ii) parent company and other companies belonging to the corporate group of which IPI is part, (iii) service providers for the IT infrastructure’s implementation, development, management, assistance and maintenance, with particular reference to the management software and portals/platforms used to manage relationships with Suppliers and the CRM used for marketing purposes; (iv) providers of management software, applications, hardware and the related assistance and maintenance services; (v) providers of connectivity and email services and the related assistance and maintenance services; (vi) legal, accounting, tax, environmental and health and safety consultants; (vii) banks/credit institutions and insurance companies; (viii) public authorities/entities, even for purposes different from the ones for which Data have been originally collected.

8. TRANSFER OF DATA TO THIRD COUNTRIES (EXTRA EU OR EEA)

In principle, Data are not transferred to third countries outside the European Union or the European Economic Area. If such a circumstance should occur, the transfer, in any case, shall take place upon verification of compliance with articles 44 and following of the GDPR.

In particular, the transfer of Data – if any - from IPI to other group companies, located outside the EU or the EEA will take place on the basis of intercompany agreements and after having signed the applicable standard contractual clauses.

Exclusively for products to be delivered to recipients located outside the EU or the EEA, the relevant transfers of Data, will take place according to art. 49 lett. b of the GDPR as it will be necessary for the performance of a contract entered into by the Customer and IPI.

9. RIGHTS OF THE DATA SUBJECT

The data subjects, using the contact details provided in paragraph 2, can exercise the following rights:

- right to obtain information on the processing and access to the Data (articles 12, 13, 14 and 15 GDPR);

- right to rectification (article 16 GDPR);

- right to erasure (article 17 GDPR);

- right to restriction and to object the processing (articles 18 e 21 GDPR);

- right to be notified in case of rectification or erasure of personal data or restriction of processing (article 19 GDPR);

- right to data portability (article 20 GDPR).

10. RIGHT TO OBJECT

According to the same modalities set out in the paragraph above, the data subjects can object, wholly or partially, to the processing of the Data where the relevant legal base is represented by the legitimate interest of IPI, in accordance with article 21 GDPR.

11. COMPLAINT

Every data subject who believes that the Data concerning him or her are processed in violation of the GDPR, shall have the right, according to article 77 GDPR, to lodge a complaint with a supervisory authority in the Member State of his or her habitual residence, place of work or place of the alleged infringement. For more information, here’s the link to the Italian Supervisory Authority: https://www.garanteprivacy.it/web/garante-privacy-en/home_en.

CAPTCHA

This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.