Expertise in Synergy - Glatt
Expertise in Synergy - Glatt Expertise in Synergy - Glatt
About TTC TTC has been created on direct request from the industry with respect to organize specialized workshops on processing disciplines, such as granulation, pelletizing and encapsulation, for the pharmaceutical, fine chemical, food & feed, nutra- and phytoceutical and the cosmetic industries. The nomenclature “workshop” has been preferred to “seminar”, as our intention is not to teach but to objectively evaluate existing processing techniques by looking equally at features and drawbacks, such enabling potential users to select the most suitable and economical process for their individual products. Furthermore, we practically demonstrate every processing option wherever feasible or possible. Individual exchange of experience and a network enhancing atmosphere is warranted by stylish social programs in the evenings. More than 100 reputated speakers from the industry and industryoriented academia lent their expertise and vision to TTC, such providing a treasury for information to the attendees which also contribute to a permanent improvement of our program by completing relevant questionnaires after every workshop. We are looking forward to welcoming you at one of our forthcoming workshops. On special request we can also offer full scale customized technology workshops at our premises. TTC (Technology Training Center) Werner-Glatt-Straße 1 79589 Binzen, Germany Ph.: + 49 (0) 76 21 / 664 - 308 Fax: + 49 (0) 76 21 / 16 799 200 eMail: ttc@ttc-binzen.de www.ttc-binzen.de 6 International Times No. 27 · March 2009
Extended Services: Software Hotline During production process equipment availability and performance is a significant key for our clients. To provide the best service has been the key to maintain Glatt’s recipe for success in the past 50 years! We measure ourselves on the success of our customers and have therefore extended our services with regards to our software support hotline, which here we would like to explain. Process automation has become of increasing importance in process technology today and is significantly defining the performance of process equipment in quality and output. One of the reasons for keeping our automation and controls in house is due our efficient after sales customer support. Basis for our innovative solutions and latest technologies such as OIT/HMI (Eco- View) and SCADA–Systems (MegaView) are globally established and modulebased soft and hardware. Our control systems are installed worldwide. As safe and reliable internet services are nowadays state of the art within company relations, most of our projects are established with remote internet links to our control systems, which are responsibly agreed upon between the client and GLATT, installed in save IT environments (Firewalls, protection against malware …) in order to establish clear procedures within Glatt. With these remote technologies we are able to establish on-line diagnostics on our systems in case of any problems or investigation that may be requested. The GLATT Software Hotline Support is powered by a team of rigorously qualified GLATT employees. Our support system is split in 2 parts, the agreed availability level for the support and the hotline support service itself. Support Levels for different customer needs By Ralf Stanko and Thomas Hofmaier, Glatt Binzen Typical Stand-By-Levels: l 8 hours /5 days (8/5) typically CET – Central European Time (Europe) l 8 hours /7 days (8/7) typically CET – Central European Time (Europe) l 24 hours /7 days (24/7) l 8 hours /5 days (8/5) local time (end user) l 8 hours /7 days (8/7) local time (end user) l or other customized Stand-By-Levels as agreed For the service itself, we typically agree to a budget of man-hours per service period, which is typically depends on the complexity of the systems and the number of process equipment on site. It is our policy that service hours that have not been used can be carried over to the next period. Our support consists of telephone support and via the remote systems. Our experience: typically more than 90% of all support cases can be solved and closed by instructions as to find the source of the problem, or simply qualified answer to a specific question. All service requests are managed within the GLATT help desk software system. The predefined workflow is established and approved by the client, GLATT and the GLATT representatives. GLATT replies to service requests with a qualified answer within the agreed response time. The scope includes activities with regards to the clients and/or GLATT having to change the controls, and other qualification services for those circumstances where setup of the system has to be modified during the support. Option: “Test System”: If required so, test systems can be provided by GLATT (typically located at GLATT) in order to reproduce reported performances or to test a change request before implementing the live system on site. “Emergency Callout & Problem Escalation”: A GLATT engineer is available to come on site and resolve the issue within the agreed reaction time, should it not be possible resolve an issue via remote system. “Preventative Maintenance Site Visits”: In order to maintain system reliability, GLATT is able support the local controlsand IT- engineers (depending on the level of resources and qualification of the onsite personnel): An agreed number of regular visits can be scheduled in order to ensure maintenance on the control system (PC maintenance, HD clean up, PLC and PC backups…). From our experience these visits give operators the opportunity to present problems that may not already have been issued as a possible problem during production. The preventive maintenance typically includes: l On-site inspection of the systems l Execution of data-backups on customer requests (if required) l Questions and Answers; Training of personnel (if required) l Recommendations and Consulting (if required) l Support for qualification activities (if required) Key Benefits: GLATT Software Hotline Support program for maximum lifetime value GLATT Training services to empower your team for success GLATT Services to bring additional expertise to your team GLATT Software Hotline Support Resources to help you at every problem For further information please contact you GLATT sales contact or the authors ralf.stanko@glatt.com thomas.hofmaier@glatt.com International Times No. 27 · March 2009 7
- Page 1 and 2: International Times No. 27 · March
- Page 3 and 4: PAT Integration Into Process Automa
- Page 5: Test Instruments / Customer Data Ba
- Page 9 and 10: globomet ® are metallic hollow sph
- Page 11 and 12: esponsibility have to be defined, q
- Page 13 and 14: Glatt Builds Sodium Cyanid Factory
- Page 15 and 16: SPOTLIGHTS ”Yes we can“ UL Cert
- Page 17 and 18: Background More and more pharmaceut
- Page 19 and 20: TTC PROGRAM 2009 NO. WEEK DATE TOPI
About TTC<br />
TTC has been created on direct<br />
request from the <strong>in</strong>dustry with<br />
respect to organize specialized<br />
workshops on process<strong>in</strong>g discipl<strong>in</strong>es,<br />
such as granulation, pelletiz<strong>in</strong>g<br />
and encapsulation, for the<br />
pharmaceutical, f<strong>in</strong>e chemical,<br />
food & feed, nutra- and phytoceutical<br />
and the cosmetic <strong>in</strong>dustries.<br />
The nomenclature “workshop”<br />
has been preferred to “sem<strong>in</strong>ar”,<br />
as our <strong>in</strong>tention is not to teach but<br />
to objectively evaluate exist<strong>in</strong>g<br />
process<strong>in</strong>g techniques by look<strong>in</strong>g<br />
equally at features and drawbacks,<br />
such enabl<strong>in</strong>g potential<br />
users to select the most suitable<br />
and economical process for their<br />
<strong>in</strong>dividual products.<br />
Furthermore, we practically demonstrate<br />
every process<strong>in</strong>g option<br />
wherever feasible or possible.<br />
Individual exchange of experience<br />
and a network enhanc<strong>in</strong>g atmosphere<br />
is warranted by stylish social<br />
programs <strong>in</strong> the even<strong>in</strong>gs.<br />
More than 100 reputated speakers<br />
from the <strong>in</strong>dustry and <strong>in</strong>dustryoriented<br />
academia lent their expertise<br />
and vision to TTC, such<br />
provid<strong>in</strong>g a treasury for <strong>in</strong>formation<br />
to the attendees which also<br />
contribute to a permanent improvement<br />
of our program by complet<strong>in</strong>g<br />
relevant questionnaires<br />
after every workshop.<br />
We are look<strong>in</strong>g forward to welcom<strong>in</strong>g<br />
you at one of our forthcom<strong>in</strong>g<br />
workshops.<br />
On special request we can also<br />
offer full scale customized technology<br />
workshops at our premises.<br />
TTC<br />
(Technology Tra<strong>in</strong><strong>in</strong>g Center)<br />
Werner-<strong>Glatt</strong>-Straße 1<br />
79589 B<strong>in</strong>zen, Germany<br />
Ph.: + 49 (0) 76 21 / 664 - 308<br />
Fax: + 49 (0) 76 21 / 16 799 200<br />
eMail: ttc@ttc-b<strong>in</strong>zen.de<br />
www.ttc-b<strong>in</strong>zen.de<br />
6 International Times No. 27 · March 2009
Change language