Service & Support

Service & Support

Response
Responsibility
Compliance

UPteam Productivity Engineers

Maximise your UPtime. Talk to the UPteam
 A positive approach to continuous
Service & Support

productivity improvement

Product Inspection is a world characterised by

speed, accuracy and sensitivity. It’s a world defined
by challenges like product throughput, portion
integrity, minimum contaminant size and increased
productivity.

These values can be turned into positive commercial benefit when

the Product Inspection process is realised through the power of
Mettler Toledo’s world class Product Inspection systems –
Metal Detection, X-ray and Checkweighing.

With business, brand and consumer protection top priority, those

systems need to be managed and serviced by people whose
knowledge, speed of response and process awareness is completely
focused. People who concentrate on turning performance and
compliance into continuous productivity improvement.

We’ve taken a fresh look at the customer requirements and we’ve

developed a more proactive structure to our Service offer by
differentiated levels and value of support – and we’re calling these
levels Response, Responsibility and Compliance.

Mettler Toledo Product Inspection UPteam Productivity Engineers

don’t think in terms of process downtime, product rejects and
equipments failures. We take full responsibility for the impact of our
support. We talk about upsides. About optimal performance, 100%
compliance and real process profitability.

We turn UPtime into business-wide opportunity.

Raising expectations
Taking our Service experience to a higher level
Our products, our people, our
processes focus on the commercial
realities of your business
METTLER TOLEDO are seizing the moment. We
understand that new world markets demand a
different Service offering - one that adopts a
proactive position when addressing clients’
performance, productivity and support requirements.
Whether those clients use Metal Detection, X-ray or
Checkweighing systems, we will provide service
levels defined by our unique client profiles.
To reflect this more positive approach we’ve called the 3 levels
Response, Responsibility and Compliance – successfully
transforming our Service promise into an active, results-based pledge.
A pledge that says ‘UPtime sits at the commercial heart of any
process, and we will work with you to turn that commodity into
profitability’.
Turning UPtime into business-wide opportunity.
 Response
METTLER TOLEDO's gateway,
reactive platform, dealing with
day-to-day operational needs
– optimising every minute of
Uptime, guarding against
equipment breakdown, parts
failure and general wear and
tear.
As the name identifies, Response level
concentrates on communications to
provide effective response and response
times, via phone, e-mail and on-line
support, with dedicated website pages
for enquiries and issues, emergency
operator training, and finally, in-house
parts list availability.
A typical scenario will involve uploading
technical drawings as a way of resolving
a specific equipment or operational
issue, or providing an on-site engineer
if the matter can’t be settled remotely.
Reactive Response times
Fast Phone, E-mail and
On-line Support
Dedicated Website to place
enquiries, concerns etc
Emergency Operator Training
In-house Parts List
Responsibility
As we move further up the
Service experience,
Responsibility majors on
continuous productivity
improvement as the central
customer requirement and
manages this challenge
through real client partnership.
Our UPteam Productivity Engineers take
full ownership of in-process production
issues, wherever our systems sit and
whatever the technology, by putting the
building blocks in place and taking full
responsibility for the outcomes. Those
building blocks include Spare Parts Kits,
Preventative Maintenance, Product
Upgrades, Maintenance Training and
Quality Training with each part of this
resource dedicated to achieving
increased UPtime and productivity,
upgrading equipment for improved
performance and upskilling key
operators to eliminate process line risk.
Preventative Maintenance is a critical
component of the Responsibility support
formula. It examines a process in depth,
understands operating speed and
product throughput, packaging variables,
contaminant identification and other key
factors to determine the appropriate level
of maintenance to keep systems 100%
operational, 100% of the time. UPtime
as a business opportunity clearly defined.
Spare Part Kits
Preventative Maintenance
Product Upgrades
Maintenance Training
Quality Training (in line
with HACCP and Pharma
equivalent)
Compliance
100% Compliance is a
pre-requisite, all over the
world! As doors open to new
world markets you have to be
fully compliant in every
marketplace, every region,
or you will miss huge
opportunities.
Performance Verification is an integral
part of our Compliance offering.
Performance Verification brings together
HACCP guidelines, annual Critical
Control Point certification and up-to-date
food standards. It links IPac with HACCP
during any ‘Due Diligence’ processes. It
ensures metrological data is reliable and
it provides certification that is valuable,
recognizable, and understood by large
multi-national customers during their
audit processes.
The net result of Optimal System
Performance. The net effect is optimal
profitability, which can only be achieved
if certain conditions are under complete
control. Reduced overfilling, protection
for underfilling, reduced false rejects,
reduced unplanned downtime, and early
warning for preventative maintenance.
Performance Verification will achieve all
of these, as well as compliance on a
broad scale. Obviously, compliance
varies from region to region, market to
market, but in these terms, our clients
are well along the compliance journey.
Our Product Inspection systems are
performing to the original speed,
accuracy and sensitivity specifications
as recorded in IPac, and providing real
and valuable Preventative Maintenance
recommendations.
Equipment audits and
performance validation
(bi-annual)
On-site training
Certification programmes
Annual performance
evaluation programmes
The only way is UP!
Every great relationship is built on positive intent –
a shared willingness to approach each opportunity
constructively and to search for improvement at
every step. A collective responsibility!
This attitude is obvious from the moment we install one of our
Product Inspection systems. Our UPteam Productivity Engineers
are conditioned to deal in positives – to provide solutions that have
a measurable UPside for your business. Solutions built on key
elements that represent the cornerstones of a consistent, World
Class service offering.
IPac Installation and Performance
Verification Package
Premium performance, from day one
The IPac qualification package ensures new machines immediately
provide a return on investment and help you meet your HACCP
standard and obligations. IPac is designed to enhance productivity
and provide valuable insight for your enterprise. UPteam Productivity
Engineers verify installation standards, commissioning your system to
achieve the highest performance parameters in active service. IPac
will also directly influence continuous productivity improvement,
delivering process-based operator training to drive optimum system
efficiency as fast as possible, and maintain that performance level
into the future.
Standard Service Products
There’s no such thing as standard
We have a full range of standard service agreements to suit all
application or production requirements. For even greater flexibility,
tailor the agreement to suit your needs. Which, logically, means it’s
anything but standard!
Extended Agreement. Fully inclusive with
predictable service costs throughout equipment life,
such as labor, travel and spare parts
Standard Agreement. As Extended agreement
including access to a full spare parts inventory
Basic Agreement. Cost effective approach for
scheduled, routine maintenance and Performance
Verification visits
Tailored Agreement. Flexible service agreement
designed specifically for customers’ unique
requirements
Improvement of overall Equipment
Effectiveness OEE
A key milestone on the journey to world class
OEE is a critical tool for the food processing, pharmaceutical and
packaging industries. OEE improvement drives increased efficiency,
higher quality and reduced cost. Product Inspections solution support
manufacturers on their journey to world-class OEE status. More
specifically they supply invaluable data for making OEE improvements
in the three key areas:
Availability: Reduced downtime and maintenance
costs, and better management of production line
resources by identifying out of tune process which
cause downtime events.
Performance: Labor efficiencies and increased
productivity, improving visibility into operations and
factors which cause loss in performance.
Quality: Well serviced and maintained inspection
systems are paramount in increasing quality and
preventing false rejects.
These key components are the founding principals of a complete
Service offer – designed to provide manufacturers and plant operators
alike with the confidence to drive productivity improvements through
their processes. They are the ‘standards’ that our new, proactive
Service proposition are built on. Combined with an intimate
knowledge of customers’ requirements, it means you can rely on
rapid response, high value process consultancy and skills training to
support production initiatives.
Talk to the UPteam! www.mt.com/pi
For more information

Mettler-Toledo Ltd.,
Product Inspection Division
64 Boston Road
Beaumont Leys
Leicester
LE4 1AW

Tel: +44(0) 116 235 7070

E-mail: pi.mtuk@mt.com

© 12/2009 Mettler-Toledo Ltd.

Printed in the UK