Asistencia Técnica Remota: Vol. 3 - herramientas de apoyo para el embalaje de cartón aséptico

Con la Cuarta Revolución Industrial ganando terreno, la necesidad de Asistencia Técnica Remota (ART) en la caja de herramientas de cualquier empresa de embalaje de cartón aséptico es un hecho. Inteligencia Artificial, Realidad Aumentada, Computación en la Nube, Internet de las Cosas (IoT): estas son solo algunas de las tecnologías de la Industry 4.0 que, lentamente, pero constantemente, están cambiando la forma de la industria. Sin embargo, como siempre sucede cuando surge alguna nueva innovación disruptiva, requiere un entrenamiento especializado. A la luz de esto, IPI ha realizado un portafolio bien establecido de servicios proactivos para ayudar a los participantes del embalaje de cartón aséptico a aprovechar esta oportunidad. Además, ha puesto en marcha una sala de asistencia técnica remota como complemento a la asistencia in situ.

Sin embargo, la ATR no se refiere simplemente a lo que usted ofrece, sino también cómo se puede llegar al cliente y estar disponible cuando las cosas se ponen difíciles. A decir verdad, el embalaje de cartón aséptico es un campo minado, con un montón de pequeños problemas que pueden poner en peligro el producto. Por lo tanto, la capacidad de proporcionar ATR a tiempo es esencial. Por esto, IPI emplea un conjunto vasto de herramientas a la hora de brindar Asistencia Técnica Remota a sus clientes, como, por ejemplo:

Sistema de Recolección de Datos
Apoyo IoT
XMReality

Sistema de Recolección de Datos

DCS, Sistema de Recolección de Datos, es una solución de fábrica inteligente impulsada por AI para aumentar el rendimiento de la máquina y reducir los costos de la línea de llenado. Al aprovechar el análisis de gran ancho de banda IoT, aprendizaje automático y computación embebida, SRD hace posible que los operadores de línea y los gerentes de producción evalúen a distancia la eficiencia de la planta de producción. Gracias a los sensores conectados a Internet, el SRD realiza un seguimiento del rendimiento de la máquina a lo largo del tiempo, convirtiendo los datos brutos en información procesable.

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Con solo hacer clic en un botón, el cliente puede ver la progresión histórica, así como una visualización dinámica en tiempo real de todos los puntos relevantes y tomar rápidamente medidas correctivas cuando sea necesario. La principal ventaja del SRD es su capacidad para transformar datos ininteligibles sobre la productividad de las máquinas en gráficos e informes bien presentados que tengan sentido.

El secreto detrás de esto es SRD la interfaz de fácil manejo que permite al cliente obtener información clave acerca de Eficiencia Mecánica de las Máquinas (EMM), Utilización del Tiempo de Producción (UTP), Tiempo Medio Entre Fallas (TMEF), Tiempo Medio de Restauración (TMR) - por no hablar de los residuos, los lotes de producción y más.

De hecho, gracias al SRD, los servicios ATR de IPI abren nuevas y valiosas posibilidades, como:

Seguimiento a distancia de la producción y las llenadoras del cliente para suministrar un servicio técnico y un mantenimiento predictivo fructíferos.
Recolección de gran ancho de banda de las llenadoras para impulsar la mejoría continua de las máquinas del cliente.
Gestión del tiempo y los costos de mantenimiento de cada máquina.
Comprobación de eventos y alarmas para identificar posibles anomalías o causas de mal funcionamiento.
Registro y presentación de las intervenciones de mantenimiento ad hoc programadas.
Apoyo al cliente durante la resolución de problemas mediante la búsqueda de las causas históricas del problema registrado durante la producción.

Apoyo IoT

El soporte IoT es una herramienta de asistencia técnica que aprovecha la potencia del Internet Industrial de las Cosas para detectar un mal funcionamiento en el momento en que se produce. Gracias a los sensores potenciados IoT implementados en la llenadora, que está conectada a través de internet al PLC así como al panel de control de la máquina, el cliente puede monitorear los parámetros en tiempo real, identificar posibles problemas de producción y solucionarlos pronto con la asistencia remota de los técnicos especializados de IPI.

El soporte IoT está disponible para todas nuestras máquinas de llenado aséptico. Presenta los datos a través de una sencilla interfaz gráfica de usuario que permite a IPI evaluar instantáneamente todos los parámetros de la máquina de un vistazo. Además, el soporte IoT permite a IPI tomar el control de la máquina del cliente para arreglar cuestiones o resolver problemas técnicos.
El soporte IoT tiene muchas ventajas para el cliente:

Solución de problemas más rápida y barata, ya que el tiempo y el costo de la búsqueda de la causa raíz del problema se reducen significativamente
Reducción al mínimo de los tiempos de inactividad inesperados
Menor riesgo operativo

XMReality

XMReality, abreviatura de XMReality Remote Guidance (Orientación Remota), es una herramienta de Realidad Aumentada que superpone información visual acerca del problema en cuestión en el campo de visión del operador de la línea. Está disponible para todos los clientes IPI a través de la web o de una aplicación móvil para ordenadores personales, smartphones, tablets y gafas inteligentes.

Resuelve un problema real de la asistencia técnica remota, es decir, la dificultad de dirigir la línea de visión del cliente hacia una parte específica de la máquina. Con XMReality, IPI y el cliente pueden compartir efectivamente el mismo punto de vista, lo que facilita la explicación de lo que hay que hacer para resolver el problema.

Gracias a XMReality, el técnico de IPI ve lo que el cliente está viendo, lo que a su vez permite localizar el problema. Al mismo tiempo, el técnico de IPI puede mostrar visualmente al cliente cómo solucionarlo, siendo capaces ambos de usar gestos y el habla para comunicarse.

A través de XMReality es posible:

Tecnología Hands-off AR: el cliente simplemente apunta al problema con la cámara de su teléfono o dispositivo móvil y el técnico de IPI puede, con gestos, dibujos en pantalla u otras herramientas, mostrarle qué hacer, paso a paso.
Conexión rápida y sin problemas a través de enlaces de llamada: independientemente de que el destinatario reciba el enlace por correo electrónico, SMS u otro medio, solo tiene que abrirlo en su navegador y hacer clic en “Iniciar Orientación Remota” para llamar directamente al técnico de IPI. El cliente no necesita instalar la aplicación ni crear una cuenta de usuario.
Integración API: el cliente puede integrar perfectamente XMReality Orientación Remota con su propio sistema a través de las API para personalizar su propio sistema, sacando el máximo provecho de los datos.
Muchas otras funcionalidades, como el intercambio de archivos, las llamadas en grupo, la grabación de llamadas, etc.

Conclusión

Hoy en día, con la llegada de la Industria 4.0, la Asistencia Técnica Remota (ATR) es más importante que nunca. Aunque nunca va a sustituir por completo el apoyo in situ, la ATR puede ofrecer una amplia variedad de herramientas y servicios para reforzar la cadena de valor del cliente. En realidad, los conocimientos necesarios para aprovechar la Cuarta Revolución Industrial son muy complejos. Para hacer frente a este problema, IPI proporciona herramientas ATR de vanguardia exactamente para este propósito, explotando el poder de la Inteligencia Artificial, el Internet de las Cosas y la Realidad Aumentada para estar siempre ahí para el cliente.

Form

Nombre

Apellido

Empresa

País

Correo Electrónico

Teléfono

Mensaje

Consentimiento para el tratamiento de datos personales con respecto a la finalidad especificada en la letra e) del artículo 4 de la Política de Privacidad que figura a continuación

(“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.

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