maintainability and customer service operations improved organization for better product design...

Maintainability and Customer Service Operations

Improved organization for better product design

ARW2011 Cape Town, South Africa - April 2011

C. SobletL. Meideros Romao

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Outline

IBA Short story of a fast growth

Customer Service Operationsorganization, processes and tools

Maintainability at IBApast/current situation

Personal questioning

« why does it seem so complicated? »

Questions and answers

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IBA

Short history…

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Ion Beam Applications

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86

C30

90

’s

Medical imaging

Industrial irradiation

Particle Therapy

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The IBA Group in 2010

2,050 employees in 40 sites on 3 continents Turnover > 330 M€, growing 25% per year More than 300 systems (200 Cyclotrons) installed Not anymore a cyclotron company, but a company focused on

the fight against cancer: Diagnostic: molecular imaging Therapy: Particle therapy & dosimetry

2006

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Particle TherapyPharmaceuticalsRadiopharmaceuticals Molecular Imaging Nuclear Medicine

(diagnostics & therapy )

Bioassays In vitro medical

diagnostics Drug screening

Proton Therapy is increasingly considered as the ultimate radiotherapy for cancer due to its superior dose distribution

DosimetryDosimetry equipment to measure radiation dose for Radiotherapy Radiodiagnostics

Accelerators

Cyclotrons To produces Radioisotopes

E-beam / X-rays To irradiate / treat many

industrial products

IBA Today: Centering on the fight against cancer

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IBA

Medical imaging

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The Cyclone 30

The cyclotron used by all radiopharmaceutical producers8

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IBA

Particle Therapy

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NCC, Kashiwa, Japan

MGH, Boston

MPRI, Indiana

UFPTI, Jacksonville, FL

Beijing, China

KNCC, Ilsan, Korea

WPE, Essen, Germany

22 IBA PT customers in the world

Orsay, France

ProCure 2, Chicago

Hampton Univ., Virginia

Wanjie, China

U.Penn, PhiladelphiaProCure 1Oklahoma City

ProCure 4, Seattle

PTC Czech,Prague

ProVisionKnoxville, Tennessee

Trento,Italy

NCRH, Cracow,Poland

Skandion,Sweden

Procure 3,Somerset, NJ Dimitrovgrad,

Russia

Carl Gustav Carus,Dresden, Germany

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A complete PT center

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More ExpertiseIBA PT subsystems : the Cyclone 235

The 230MeV cyclotron. WPE, Essen, 2010.

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More ExpertiseIBA PT subsystems : the beam transport lines.The energy selection system. Wanjie, China, 2003.

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More ExpertiseIBA PT subsystems : the beam transport lines.The energy selection system. WPE, Essen, 2010.

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More ExpertiseIBA PT subsystems : the treatment rooms.

The isocentric gantry.

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An IBA proton therapy treatment room

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IBA

Industrial applications

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Rhodotron

TT1000

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Industrial - Applications

SterilizationMedical Devices

FoodPasteurization

Surface Decontamination

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Industrial - Applications

Property Enhancement

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Customer service operations

CS

PT

Molecular+Industrial Field service engineers organized in specialized

teams (by machine type) CS leads the spare parts management

IBA store Decentralized storage location (US, ASIA, EU)

CS started and is deploying CMMS

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CS in the new structure

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R&D reliability and maintainability improvement

Current system release

CCB

Requirement update

Maintainability team

Customer service

New system release

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IBA

Maintainability at IBA

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Maintainability?

The ability for system to be easily maintained is a characteristic coming from the

DESIGN

the sooner the requirement is put in the design loop, the better

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IBA

Maintainability, why now?

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Quality improvement

In 2010, organization was made up of 3 main BU’s : Particle Therapy Molecular Industrial

In 2011, new organization: BU’s were merged.

Focus has been placed on improving product quality.

Maintainability department was created to set processes and build bridges between R&D, production and customer service. 

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Mr Eichhorn’s question…

« Is there a reliability management needed? »

I hope so…

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Mr Eichhorn’s question…

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Quality, new concept?

From the beginning, there were many initiatives for quality improvement.

Small autonomous teams Fast Reactive Creative Wheel re-invented too often (“Not invented here” syndrome) No parts standardization

The idea is to merge, organize them and build on experience by focusing on training and documentation.

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IBA

Improve maintainability,

how?

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R&D « tools »

Continuous improvement Change Control Board

Site bugs Development bugs Any other subject impacting the product

System Owner Accountable for his product Ensures coherent design Leverages on extensive field experience and broad

technical knowledge

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R&D tools: Design process?

Classical V Design phase is a good start but…

How to deal with long lead items?

How to deal with changing requirements?

Iterative process

Design reviews at various stage of product design and development

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R&D tools: Designing process

Customer

Offering Developement GroupHigh level requirements

Product Engineering(GRA)Medium level requirements

R&D component teams (system owners)FMECA

Component level requirements

Engineering (PS, Water cooling, mechanical design)

Design Iterations

Product release

Sub-contracted design

Maintainability

• Share info during the product design between people

• Share info between products

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R&D tools: Recommended Spare Parts List

Creation based on designers experienceRmk: 40.000 lines in a PT product Bill of Material

But

Not related to system uptime huge cost with no guarantee of covering all the need

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R&D tools: Rspl updates

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Draft

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RSPL

FRU concept

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Low Level RF Rack & Components

YES: LLRF is a FRU

We replace the complete rack in case of problem on site in the way to reduce the downtime.

YES: Board is a FRU

We replace the electronic board on site in the way to reduce the downtime.

NO: This part is only used to repair.

Maintain the board in the Repair workshop only, in the way to reduce the Mean Time to Repair.

YES: Fuse is a consumable

We replace the fuse. This parts should be located on site in the way to reduce the downtime.

Time to Fix: 3hrs (validation)

Cost: 11k€

Time to Fix: 4hrs

Cost: 2k€

Board compatibility ?

Time to Fix: 5min.

Cost: 1€

RepairBusiness

Other criteria:

Cost of transport ?

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Criterion to be added to or removed from the list?

Many parameters MTBF Lead time Severity (all system, just a room) Cost (storage, transport) Previous part consumption MTTR Skill needed to replace the part

Set a simple computation formula is nearly impossible

the board goes through the parameters list and makes a ponderate decision

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Maintainability at IBA

Goals Summary Keep flexibility Selection of standard parts Selection of parts that do not need high skills to maintain Go to modular system (e.g. Modular PS, Modular WC manifolds) Ensure accessibility for maintenance (Standards are part of the

requirement) As few different bolt size as possible (FSE won’t go in the vault with a

complete toolbox) Spare part selection Test procedures Standard assembly procedures HW release upgrade

must be a design review output (Check list to help specialists)

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Future

Target for new projects Reduce footprint

less accessibility for maintenance

reliability must be higher to decrease failure probability

Go for operator less Remote service Data mining

How? By closing the loop between CS and R&D

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Why is it so complicated?

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Processes, processes…

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Device

Measurements

Installation people

User

Device owner

Device

Device

System

Maintenance people

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Why is it so complicated?

Economists very often freeze all variables to observe only one…

We can’t

Our system architecture must be as simple as possible (Standard equipement exception for IBA added value only)

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Why is it so complicated?

Skills needed

to design,

to manufacture,

to assemble,

to test,

to install,

to maintain

are very rarely in the same brain…

For each interaction, a potential communication mistake

Our process must be as simple as possible and understood by anyone

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Why is it so complicated?

Sometimes we do not have the experience to make directly the right decision (prototype) but we have to learn from that error

Document the design phase is mandatory for future improvement (Training dep., Industrialization dep.)

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Is it so complicated?

«  A problem without solution is a problem which is ill-posed»

A. Einstein

«  In the middle of difficulty lies opportunity.  »

A. Einstein

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Thank you… Baie dankie vir jou gasvryheid