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12 topics for effective support agreements

Doing business with a new machinery or controls provider is a long term commitment for both parties.

Yet, it can be straightforward and trouble-free when clear expectations are established up front.

Increasingly, Global 2000 companies are requesting corporate support agreements that define mutual expectations and what those resources will cost.  These include software licenses, training, spare parts availability, technical service and repair.

Depending on corporate policy, end users may benefit from well-defined quotations that classify whether the costs can be capitalized or expensed should the expenditure extend the life of the capital assets.

Establishing these agreements provides a comfort zone for customers who wish to gain the benefits of new technologies, new suppliers, or established suppliers in new regions of the world.  This is especially important as the automation technology content of machinery increases.

Post-sales support approaches vary greatly.  Some automation suppliers charge for services such as phone support, and for annual software licenses whether or not the customer seeks to upgrade to a new version. Other suppliers may waive subsequent annual licenses, make them optional, and/or charge nominal fees in order to retain or win the business.

Change parts and end-of-arm tooling are a fact of life, and despite the costs, the range of available capabilities of new machine designs may compare favorably to the previous generation of less flexible machinery.  Tool-less change parts and servo automation of format changes can also reduce changeover time, labor and parts cost.
Support agreement topics for packagers to address with their suppliers include:

1. Global site support
Establishes capabilities, response times and costs for providing on-site after-sale support at end user sites.  The suppliers may offer remote diagnostic services and tools that provide a fast, cost-effective resolution as an alternative to traveling to the site.  Work closely with IT security to address any concerns with remote network access. Utilize the suppliers’ global presence.  Communicate your expectation that local support can be called upon wherever the equipment will be installed.

2. Training
Training is a two-way street.  It is a time commitment on the part of the customer.  It is also an investment on the part of the supplier, even though training costs are subsidized by course fees.  Lack of customer commitment to training is one of the most oft-cited reasons by suppliers for inefficiencies, both at startup and in ongoing operation.

Some machine builders provide PMMI Certified Trainers, which provides assurance of consistent training, documentation and testing methodologies. PMMI also maintains a Training Community of Practice, a valuable resource for training managers.

Typically, at least a portion of machinery training must take place on the equipment in the production environment.  However, automation training can take place largely in the supplier’s classroom, away from the distractions of the trainee’s workplace.

Some automation suppliers and machinery builders are working to simplify interfaces and provide interactive help tools (see Chapter 7) to reduce training requirements for their customers.

3. Spare parts availability
On a case-by-case basis, the customer and suppliers should agree on a recommended spares package based on experience, specifics of the plant environment, estimated machine utilization, and location relative to supplier stocks.

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