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