How can we help you ? - IBA Industrial

How can we help you

Table of
Contents
Letters
from the CEO
from the President
Letter from the CEO 3
Letter from the President 3
Our Services 4
Preventive Tasks: Maximize your availability 5
• Preventive Maintenance
• Audits
Buying an IBA solution is the beginning of a long
term relation based on continuous and mutual
trust. Our Services have been designed from the
experience we gathered in helping our clients
improve business performance through Customer
Satisfaction and Loyalty.
At IBA, we pride ourselves on our ability to
support our customers throughout the whole
lifecycle of their equipment. Increasingly complex
production centers demand increased service to
maximize their availability. To achieve this objective,
Customer Services has a complete portfolio of
solutions to install, optimize, support and maintain
your equipment. This expertise is built on an
impressive track record of successfully designing,
manufacturing, installing and finally servicing
accelerator around the world. Having a strong
international organization is the only way to provide
the best solutions to all our customers. With IBA
Customer Services, we provide you high reliability
for low operating costs.
IBA Customer Services wants to be one of the
primary factors why customers continue to buy IBA.
With more than 60 service professional people
in the three continents, you can access to our
qualified field engineers through IBA global service
centre at any time day and night. As remote service
is an important component to keep your equipment
with little downtime, we integrated this service in
our service level agreement in order to provide you
maximum value. In case of emergency, we can
deliver you spare parts within the same day via our
extensive spare parts worldwide network with hubs
in America, Asia and Europe.
Because technology changes quickly IBA
developed both upgrades package tailored to your
configuration and training programs to increase
accelerator performances and operators efficiency.
At IBA Customer Services, we listen to your needs
to deliver customized and innovative solutions.
We look forward to partnering with you to grow your
business.
It’s really fantastic, IBA’s
excellent service is very important.
I have never regretted my decision
Technical Support: 24/7 6
• Telephone Support
• Remote Support
• Guarantee of Departure
• Emergency Visit
Spare Parts: Fast delivery 7
to buy a cyclotron from IBA.
Jochen Knust
Universitätsklinikum Essen, Germany
Cyclone ® 18/9 since 1999
Upgrades: Continous Improvement Strategy 8
Education: Sharing experience saves time 9
Users Meeting: Listening to you 10
Pierre Mottet
Chief Executive Officer,
IBA
Philippe Audon
President,
IBA Customer Services
03 IBA HOW CAN WE HELP YOU

Our Services
Preventive Tasks: Maximize your availability
At IBA we know how bad it is to face to unexpected downtime and
its consequences. Our preventive and audit services can help you
reduce the risk of bad surprises.
Preventive Maintenance
The preventive maintenance visits are performed
by IBA engineers. These visits follow the schedule
recommended in the Maintenance Guide supplied
by IBA with the equipment. Their duration and
frequency are defined accordingly.
The main objective is to prevent any deterioration
of the equipment’s performance. Therefore, some
verification tests are performed and reported in
a “Technical Intervention Protocol and Report”.
Actions for the next visits are listed. These visits are
also an opportunity to perform additional tasks that
may be required by the customer.
Audits
Audits are an effective way to assess the current
condition of any system and/or Personnel Safety
System. By evaluating past and current problems
and identifying impending or potential problems,
audits help to resolve small problems and
preclude major problems. The result is increased
satisfaction, through improved reliability, greater
productivity and reduced risk of personnel injury.
Audits are categorized into the following services:
System Audit
• General overview of the system operation
• Review of past records and log books, review
of the accelerator’s internal components with
the vessel open
IBA professional services, have
allowed us, over the last 10 years,
to improve the internal sterilization
activities and keep a high level of
performance.
Safety Audit (*)
Detailed check of the safety system
components, operation and customer safety
procedures.
Gianluca Cornia, EB Tec. Man.
Gambro Dasco Spa, Italy
Rhodotron ® TT100 since 1996
(*) Work in Progress
04 IBA HOW CAN WE HELP YOU
05 IBA HOW CAN WE HELP YOU

Dear friends at IBA, I would like to
thank all personnel involved for their
input in returning our RF system to
an operational state. The information
provided and the fast response
(including a new LLRF rack) were
exceptional. Thank you again. Keep up
the great work !
ANSTO Team
Australian Nuclear Science
and Technology Organisation
Menai, Australia
Cyclotron ® 30 since 1990
Technical Support: 24/7
When customers are confronted with unexpected
outages, our experts are most of the time able
to find solutions over the telephone or through
a remote connection to the customer’s system.
Getting the customer’s system back to production
is IBA’s key target.
Telephone Support
Our Field Engineers are highly experienced and
can cover all our products thanks to their technical
know-how. Our Field Engineers provide technical
support via a Call Center available 24hours per
day, 7 days a week. All phone correspondence is
recorded in one tracking system and monitored to
ensure timely response.
Remote Support
Thanks to the Internet, your equipment can be
remotely connected to highly qualified experts for
a very quick analyse of the system.
Spare Parts: Fast delivery
Building parts inventory on shelves and a global
distribution network will always remain one of IBA’s
Key Priorities. Because spare parts are essential in
providing outstanding service, we decided to invest
in both parts inventory and the distribution network.
Spare parts are located closer to your system, with
inventory in the three continents: America, Asia
and Europe. These SKF Hubs are fully operational
and perfectly integrated with IBA’s ERP tool. This
structure allows “3 time zone” immediate handling
of your request (follow the sun).
For 45 years RDI and IBA have
supported the Dynamitron installation
in Gaithersburg, MD. […] IBA Industrial
support has helped Gaithersburg
maintain unanticipated downtime
well below 2%. In many years it has
approached 0%. The IBA Industrial
team understands the importance of
their support and the reliability of their
machines to their customers and their
customers’ customers. Gaithersburg
has never been disappointed in the
response of IBA Industrial.
Ken Koziol
General Manager
Sterigenics Gaithersburg, United States
Dynamitron ® since 1963
Guarantee of Departure
If the assistance given by IBA’s Technical Helpdesk
does not solve the reported problem, we guarantee
the departure of one of IBA engineer to the
customer’s site.
Award for the Logistics
Thanks to IBA’s Technical
Support Services we managed to
reach a machine availability of 100%,
allowing us to serve our customers in
the shortest way possible.
Emergency Visit
All the emergency interventions that may be
required on the equipment to solve blocking
problems can be covered.
IBA Customer Services
received the third prize of this
award. The aim of this award is
to highlight Belgian companies
in the logistics business. Two years ago, IBA started
a partnership with SKF Logistics Services in order
to ensure worldwide distribution. Thanks to this
partnership, IBA parts are more available and can
be dispatched faster. In fact, via this outsourcing of
the stock and the worldwide distribution of spare
parts, IBA can provide clients with greater flexibility.
Jörg Schulze
Plant manager E-beam
Gamma Service Produktbestrahlung
GmbH, Germany
Rhodotron ® TT200 since 2002
Bellmawr
America
Tongeren
Europe
Singapore
Asia
06 IBA HOW CAN WE HELP YOU
07 IBA HOW CAN WE HELP YOU

IBA is not only our equipment
supplier but our business partner.
They understand our business
requirements and deliver products and
services supporting our growth.
Miguel Morales
Ionmed, Spain
Rhodotron ® TT200 since 1998
Upgrades: Continous
Improvement Strategy
“Caring today for a better future”
Because technology never stands still, our
engineers constantly monitor the latest
technological developments and updates,
integrating them into existing systems. In striving
for excellence, we follow the latest technology and
new customer needs. We offer improvements that
lead to increased performance, productivity and
reliability, such as a new generation of control
systems and high current performance for the
Cyclone ® 18/9.
Education: Sharing
experience saves time
William did an excellent job,
clarified a series of open questions,
answered questions we were not
even aware of and gave a lot of
useful information for improving
our operation skills. He met all my
expectations as well as those of
the colleagues and students who
participated. - Really very well done !
– We are already excited about the
second part of the course dealing with
beam transport.
Uwe Holzwarth
ISPRA, Italy
Cyclotron ® MC40 since 1982
Since the installation of our IBA
cyclotron, the first Cyclone ® 18/9, we
have enjoyed outstanding support
from IBA. Over the years, several
Training is usually associated with initial equipment
purchase. Our experience is that on-going training
is often required during the product’s complete
life-cycle. When new operators or supervisors join
your company, anywhere in the world, our trainers
ensure you’re making the most of your investment
with properly trained staff. Training can be run on
customer premises or simply at our training center.
From operation to troubleshooting, from basic to
advanced, an IBA field service engineer will be your
trainer.
upgrades were implemented on our
site which have allowed our accelerator
to maintain an uptime of better than
95% while operating under demanding
research and clinical conditions.
Jean-Paul Soucy, MD, MSc, FRCP(c)
Montreal Neurological Institute, Canada
Cyclone ® 18/9 since 1993
High Current Upgrade
08 IBA HOW CAN WE HELP YOU
09 IBA HOW CAN WE HELP YOU

Users Meeting: Listening to you
“Daring Users Meeting are a key to progress”
We hold customer meetings worldwide, which all
Cyclone ® 18/9 customers are eligible to attend. Our
experience shows that discussion fosters creativity
and helps us develop priorities together with
customers. It is an opportunity to exchange ideas
and experiences and to get very valuable customer
comments/concerns.
… I know of no other company
who would have the courage to open
themselves up to their customers the
way IBA does at its User Meetings.
This in turn engenders a high degree
of loyalty from users such as myself
who prize information access above
everything. This is one of the reasons
why I recommend IBA’s products.
A/Prof. Roger Price
Head, Medical Technology
& Physics & Radiopharmaceutical
Production & Development
Sir Charles Gairdner Hospital, Perth, Australia
Cyclone ® 18/9 since 2003
10 IBA HOW CAN WE HELP YOU
11 IBA HOW CAN WE HELP YOU

IBA: opening
new ways in
healthcare with
a focus on fighting
cancer
IBA develops and markets leading-edge technologies,
pharmaceuticals and tailor-made solutions for healthcare, with
a focus on cancer diagnosis and therapy… Leveraging on its
scientific expertise, IBA is also active in the field of industrial
sterilization and ionization. IBA Group is present worldwide
with over 2,000 persons in 40 locations.
Diagnosis: making molecular medicine a reality
IBA has unique expertise in the design of cyclotrons and in
the production and distribution of radiopharmaceutical tracers
which are used every day in thousands of hospitals worldwide,
to quickly and accurately detect cancer, neurological and
cardiac diseases. IBA also offers solutions for drug discovery
and in vitro diagnostics.
Particle Therapy: the next frontier in cancer therapy
IBA is the undisputed leader in particle therapy, acknowledged
to be the most precise and effective clinical radiotherapy
method in the selective destruction of cancer cells. To date,
more than 11 world renowned medical institutions have built a
Particle Therapy Centre with IBA.
IBA Customer Services
Chemin du Cyclotron, 3
1348 Louvain-la-Neuve, Belgium
Tel.: +32 10 47 58 31
Fax: +32 10 47 59 00
E-mail: customer_support@iba-group.com
Website: http://www.iba-worldwide.com
Copyright IBA 2008 – all rights reserved.
IBA is a registered trademark of IBA SA.
While all care has been taken to ensure that the information contained in
this publication is correct, we accept no responsibility for any inaccuracy
and reserve the right to modify this information.
IBA / Customer Services / Sep 2008 / CSbrochure © IBA 2008 / All right reserved / Rev 1
The fastest and most accurate Dosimetry solutions
IBA develops innovative, precise and high quality equipment for
use in hospitals and by industry partners worldwide. IBA offers
a full range of measuring instruments and software that enable
radiologists to perform the necessary checking and calibration
procedures.
Environmentally friendly Sterilization & Ionization
IBA is designing electron accelerators and high power X-ray
solutions used in many industries to sterilize medical devices, to
cold pasteurize food products and to improve the properties of
polymers. Over 220 IBA Industrial accelerators are used in the
world, many of which have been for several decades.
Technical specifications are based on standard operating conditions
and may be subject to variations.
This brochure is printed on ECF wood-free coated paper.
It was produced in plants that comply with ISO 14001,
the environmental management standard.
www.iba-worldwide.com