A 360° approach to service & support
Pas Reform Hatchery Technologies
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SmartCare™ Planning services
SmartCare™ Project services
1 Building design support
2 Layout design & specifications
7 Project management
8 Detail engineering
3 Manpower planning
4 Return on investment (ROI) calculations
9 Installation & supervision
10 Operator & technical training
5 Financial advice
6 Energy consumption advice
11 Start-up support
12 Hatchery management training
SmartCare™ 360° service and support SmartCare™ Lifetime services 13 Helpdesk support
14 SmartCenterPro™ hardware & software support
15 Recommended spare parts
16 Remote analysis & advice
17 Periodic inspections
18 Update training
19 Preventive maintenance
20 Incubation consultancy
21 Upgrades
As the world’s only single-source supplier of fully integrated hatchery solutions, Pas Reform provides technology and equipment solutions for incubation, climate control and automation for more than 1,000 hatchery customers around the world. To support our customers, we have developed 21 high quality service and support options for an assurance of efficient, uninterrupted performance at every level of hatchery operations. We call this menu of services SmartCare™. And whether you plan to extend or refurbish an existing hatchery, or develop a new greenfield site, it’s a 360° approach that shares our knowledge, people, expertise and experience at every key stage of planning, building and commissioning and far beyond. With SmartCare™, you choose exactly the support you need, customizing a service package that optimizes performance in every area of your hatchery, for the highest numbers of best quality chicks.
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SmartCare™ Planning services
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1 Building design support
2 Layout design & specifications
3 Manpower planning
4 Return on investment (ROI) calculations
5 Financial advice
6 Energy consumption advice
Building or modifying a hatchery requires a great deal of expertise across varied disciplines, from design and layout, engineering and specification, to developing accurate calculations for the hatchery’s ideal design, manpower and energy needs and ROI. All these skills are required not only to configure and set up the hatchery successfully, but also to project its future needs - and returns. Many difficult choices have to be made, to create an efficient, high quality operation that will ultimately deliver business success. During this crucial phase, Pas Reform can support your planning with advice based on many years of knowledge and experience. We can help you to define a solution that meets your needs and circumstances - and provides a compelling, confident business case for Boards, banks and investors. 5
1 Building design support
3 Manpower planning
Choosing the right location for the hatchery is often the first
Manpower can account for significant operational costs
choice to make. Whether expanding an existing operation, or
throughout the lifetime of a hatchery and needs to be taken into
building a new one, the position and layout of the building
account when designing a new facility.
defines the routing of the hatchery’s processes and the equipment that needs to be accommodated.
Whether to adopt high levels of automation or increase the number of personnel to do the work often depends on market
Understanding the types of technology and equipment and
circumstances and the availability and cost of employees.
the options that are available, for example to optimize the
However cost is not the only concern. The integration of
welfare of the day old chicks or the energy efficiency of the
automated systems may also impact process efficiencies and
building, is therefore a massive benefit to the planning, design
ultimately the quality of the chicks. Calculating and analyzing
and construction of the hatchery. Making the right choices will
the costs and benefits of manpower and automation is a
reduce running costs, while increasing hygiene and efficiency.
complex task.
At Pas Reform, we have the experience to provide an advisory
Having worked with hatcheries of every size and type, from
service for your architects. We will offer many ideas and options
startups to well-established ‘superhatcheries’, around the
during the planning phase, to help you make the right choices
world, Pas Reform has the experience and the models to deliver
for optimal building design and specification.
accurate, fully documented cost benefit analyses for several options. These are fully documented, to support your business
2 Layout design & specification Planning your hatchery’s layout is the first opportunity to visualize your project: what capacity is needed? What type of machines will you use - and how many will you need? What about future expansion? From planning for incubation and climate control to automation, there are many options and many choices to be made, to fully optimize your new hatchery’s layout and specifications. And it all starts with you - and your vision! With the experience that comes from designing hatcheries for customers of all sizes, all over the world, Pas Reform can help you to define and visualize your plans. We will take every aspect from the groundwork up into consideration, so that every area of your hatchery is designed to deliver optimal performance. After a process of consultation to understand your vision, we will deliver design and layout drawings, together with specifications for the equipment needed to realize your ambitions - and with all the detail you need, to make budget calculations and define and present your business case.
planning and ROI calculations.
4 Return on Investment (ROI) calculations A solid business plan must not only include details of initial investment, but it must also set out a detailed picture of operational costs. Only with a very complete representation of these total numbers, can Return on Investment, or ROI, be calculated realistically. However assessing ROI for varied scenarios, for example to illustrate sliding scales of hatching capacities, the level of automation or the use of energy-saving options, will produce very different ROI results. Working closely with you, Pas Reform can help you to make detailed ROI calculations for several options. And with the experience of working with more than 1,000 single stage hatcheries around the world, we can often identify options that you may not have considered before. All these ROI calculations are fully documented, to help you make the right choices and develop a strong business case that will support the financing of your project.
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5 Financial advice To realize your hatchery development project, your Board, bank and investors are of course looking for a solid business plan with realistic ROI calculations and detailed financial planning that demonstrates a viable and exciting - profitable - proposition. But even with detailed planning and what looks like a great plan - securing financial backing is not always easy, particularly in some emerging markets. Pas Reform can assist you, by providing access to a trusted, established network of financial partners to look for a tailored plan, which may include credit facilities or looking at lease options to get your project off the ground.
6 Energy consumption advice Energy consumption affects both operational costs and the environment - and as a matter of global concern, your approach to delivering energy savings has implications far beyond the walls of your hatchery. In some markets, it may even affect your ability to finance your project. Pas Reform can provide detailed energy consumption calculations, working with you to define related operational costs and look for ways to deliver savings. We’ll help you to calculate the actual benefits of choosing sustainable solutions such as Energy Saving Modules™ (ESM™) or to understand the difference between using electrical or water-based heating systems in your incubators. For each option, energy consumption is calculated and documented in ROI calculations that will help to define your approach to Energy Saving, and deliver demonstrable, sustainable benefits that further strengthen your business plan.
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SmartCare™ Project services
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7 Project management
8 Detail engineering
9 Installation & supervision
10 Operator & technical training
11 Start-up support
12 Hatchery management training
With the planning phase completed, many different skills, disciplines and timelines need to come together - perfectly aligned to deliver your vision for an extended, refurbished or brand new hatchery. Pas Reform offers a full range of project management, engineering and training services, to help steer your project through the construction phase smoothly, on time and on budget - right through to startup and the delivery of your first successful hatch.
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7 Project management
9 Installation & supervision
To ensure that your project is implemented on time, on budget
Pas Reform assigns a project installation supervisor to ensure
and to meet all your specifications, Pas Reform assigns an
the overall quality and scheduling of your installation. Assigning
experienced project manager to be the single point of contact
an installation crew is typically the responsibility of our
between you, your team and Pas Reform. Your project manager
customers locally. However should this not be possible, for
will be involved in every aspect of the project, from start to
whatever reason, Pas Reform will provide an installation crew as
finish, with responsibilities that include:
required to complete the installation.
– Master planning to include milestones and deliverables – Quality management during delivery, installation, commissioning and start-up – Checking and delivery of all the documentation required for shipping and installation – On-site design meetings with your team and any other contractors, to discuss and progress construction schedules – On-site inspection meetings before and during the installation of all Pas Reform equipment
Your project supervisor will remain on-site throughout the installation of Pas Reform equipment, with responsibilities including: – Supervision and planning of customer and/or contractor installation team(s) – Being the primary on-site contact for all technical queries – Problem solving and if applicable, defining or identifying corrective actions – Quality control for all aspects of the total installation, to
8 Detail engineering Based on the specifications and total project design of your hatchery project, Pas Reform’s engineering team delivers detailed plans, including all drawings, installation diagrams and parts listings. These documents provide master reference for the ordering, production and installation of all equipment in your hatchery project.
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meet Pas Reform’s standards – On-the-job training for customer operators and technicians – Pre-testing machines after installation to define and eliminate possible defects in an early stage – Problem resolution and machine preparation, ready for a smooth commissioning – Completing final checks and Site Acceptance Testing (SAT) for the whole project/installation
10 Operator & technical training
12 Hatchery management training
Operational and technical staff need to be skilled to operate
Pas Reform Academy’s interactive, ‘hands-on’ hatchery
and maintain the complete installation. During on-the-job-
management training program is recognised worldwide for the
training, technical employees join the project supervisor during
quality of its content and the high degree of confidence that it
installation and operators join the incubation specialist during
inspires in hatchery professionals.
startup, to be familiarised with the new installation. A thematic approach focuses on the latest developments in In addition, Pas Reform offers extended training programs, either
incubation technology, combined in a series of theoretical and
on-site or at Pas Reform’s HQ in The Netherlands. These training
practical exercises, where participants learn from Pas Reform
programs are specific to your hatchery installation and include:
Academy’s very experienced trainers and by sharing experiences
– General technical overview of installation
with other professional hatchery personnel.
– Guide through technical manuals – Technical and operational training, theoretical and practical
The one-week Hatchery Management Training program is held
– Training on preventive maintenance
onsite or in The Netherlands, to take advantage of Pas Reform
– Trouble-shooting based on theoretical and practical case
Academy’s purpose built training facilities at our Global
studies
Distribution Centre in Doetinchem as well as offering facilitated visits to customer hatcheries nearby. Training is suitable for
11 Start-up support
experienced hatchery managers as well as those new to the
After testing and commissioning, operational startup begins.
working with Pas Reform incubators.
field. It is not essential that participants have experience in
Pas Reform’s incubation specialists oversee and guide this process, with support for your team on both technical and incubation levels. In partnership we work together, to deliver an efficient, qualitative and successful first hatch, after which Pas Reform defines the project as completed and hands over to your service team or organization. In addition Pas Reform offers extended start-up support (onsite or remotely) during operation, which allows you to add our expertise to your team by requesting assistance for a specific aspect or phase of your project.
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SmartCare™ Lifetime services
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13 Helpdesk support
14 SmartCenterPro™ hardware & software support
15 Recommended spare parts
16 Remote analysis & advice
17 Periodic inspections
18 Update training
19 Preventive maintenance
20 Incubation consultancy
21 Upgrades
With every hatchery solution from Pas Reform, you have the option to set up a Lifetime Service Agreement, structured to meet your exact requirements. This ensures that you can rely on optimal performance and accuracy for every hatch cycle. Free to focus on your business, you can rest assured that Pas Reform will provide you with proactive, preventive service and parts, software upgrades and improvements, as well as post-installation training and direct access to the support and expertise of Pas Reform Academy.
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13 Helpdesk support
15 Recommended spare parts
Pas Reform offers helpdesk support to maximize availability and
In a modern hatchery, equipment uptime is essential. A parts
response times. With customers in more than 100 countries
failure can bring the hatchery operation to a standstill, quickly
around the world, our highly skilled and dedicated team of
incurring rising costs if a hatch is lost or an automated process
service engineers is available 24/7, to provide first line support
has to be substituted with manual labour for a period of time.
that includes:
Having spare parts in stock therefore plays a key role in keeping
– 24/7 helpdesk, 365 days per year
the hatchery running smoothly, by enabling repairs to be made
– Guaranteed availability and response time: 99% of all calls
immediately.
answered by a service engineer within 30 minutes – Single contact for all disciplines: mechanical-, electrical- and software-related queries
Pas Reform can help identify the key items for your stock holding, working with you to define and setup a recommended
– Real-time remote support and fault analysis
stock list. Parts will be delivered and re-ordered when they are
– Specialist incident assessment and management
used - and in the case of parts under Warranty, any replacements or repairs will be carried out under Pas Reform’s Warranty
14 SmartCenterPro™ hardware & software support SmartCenterPro™ is Pas Reform’s most advanced web-based hatchery information software: a dynamic information system that gathers real-time data at every level of operations, for fully comprehensive hatchery analysis and reporting. As increasing amounts of data become available to improve hatchery processes, we are committed to the continual development of SmartCenterPro’s™ software - and with a Lifetime Service Agreement, our customers are entitled to all new releases and updates throughout the lifetime of their contract. In addition to accessing all new releases and updates, a Lifetime Service Agreement entitles you to assistance from one of our software specialists. It also provides a complete hardware support package, including a repair or replacement promise.
conditions. During inspection visits, Pas Reform will check the spare parts stock with you, to assess usage, identify any missing parts and ensure that your recommended stock remains completely up to date. Pas Reform maintains spare parts stock in several service locations around the world. For less commonly requested or specialist parts, we will ship from our Global Distribution Centres in The Netherlands, USA and Brazil - usually within 24 business hours. In addition, any part can be ordered 24 hours per day via our online web shop.
16 Remote analysis & advice With the ability to log and store increasing amounts of data, it is possible to extract valuable information from every area of hatchery operations, providing detailed real-time monitoring and analysis for every hatch cycle. Pas Reform has an experienced team of service engineers who, working in conjunction with our specialists from Pas Reform Academy, can deliver a complete data analysis service for your hatchery. Carried out periodically, our team will deliver a full report, including results and recommendations to assess and inform your hatchery management decisions. This service includes: – Data logging for all the critical information that is available in your hatchery (ie. connected for data gathering) – Periodic analysis (at frequencies agreed with you) and diagnosis of process data and settings – Detailed reports and analysis – Cycle reports, including traceability from Flock to Farm where SmartCenterPro’s™ Track-and-Trace module is connected – Feedback about possible (future) challenges and advice for fault correction and process optimization
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17 Periodic inspections
Hatchery management update training
Periodic, structural inspections of your hatchery equipment
about the latest developments in incubation technology. These
increase uptime and decrease costs, by reducing the risk of
The hatchery management update training teaches participants training programmes are specific to your hatchery installation
failures or defects.
and full consideration is given to the specific situation and
As part of our Lifetime Services programme, Pas Reform’s
– Practical guidelines for the various procedures needed
specialists will carry out periodic inspections, to report and advise on the status and condition of your equipment. Based on their findings, various service activities may be recommended, such as scheduling a preventive maintenance program, to be undertaken by your own hatchery staff or by Pas Reform technicians. Minor repairs and adjustments will also be carried out during the visit, which will include:
requirements of each participant. They include: throughout incubation – Break-out analysis of clear and un-hatched eggs, as well as judging the quality of hatched chicks – Troubleshooting and fine tuning in each aspect of hatchery management, including hatchery hygiene
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– Inspecting mechanical, electrical and pneumatic field components
Regular, preventive maintenance increases quality and decreases
– Control software updates for machines
costs in the hatchery. This is why we make such programs part of
– Checking and if necessary replacing incubation sensors
the Lifetime Service Agreement that is available for all Pas
– Carrying out minor adjustments, small repairs, preventive
Reform equipment.
and corrective maintenance – Advice on spare parts management
Working with you, we write a dedicated maintenance plan that
– On-the-job training for technical staff
fits your needs and the capabilities of your maintenance crew. If you don’t have a maintenance team, the programme can also
18 Update training Pas Reform provides update training for those who have previously followed our Operator & Technical training or
be carried out by Pas Reform, as on-the-job training or as part of your Lifetime Service Agreement. Your Preventive Maintenance programme works in conjunction
Hatchery Management training.
with your Spare Parts replacement schedule - and we will ensure
Operator & technical update training
your maintenance programme.
that any parts needed are delivered on time to correspond to
Operational and technical staff need to be skilled across multiple disciplines in order to operate and maintain the complete installation for sustained, optimised hatchery performance. Regular update training refreshes your team’s enthusiasm and ensures that, for both new and existing staff, their knowledge remains up to date. The frequency of update training is scheduled by agreement with you and will include: – General technical overview of installation – Guide through technical manuals – Technical and operational training, both theoretical and practical – Preventive maintenance training – Trouble shooting, based on both theoretical and practical case studies
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20 Incubation consultancy
21 Upgrades
Continuous process improvement demands the periodic analysis
With a reputation for developing and delivering market-leading
of quality, efficiency and costs. Pas Reform offers this service to
hatchery technologies, Pas Reform monitors, develops and
our customers, to provide an independent, hatchery-wide
invests in new and emerging technologies continually, as part of
review. Your full report will include advice on current practice
our product development programme.
and results - and if necessary, how to make improvements to solve specific challenges and help to drive performance upwards
Our aim is to improve our products and ensure that our
in the future.
customers benefit from the most effective, future-focused solutions. Our investment is directed at helping you to reach the
Incubation consultancy is undertaken by Pas Reform Academy’s
highest levels of efficiency and quality in your hatchery
most senior incubation specialists, to include:
operations, while at the same time reducing operational costs.
– Preparation and consultancy based on customer data and hatch results – Clear reporting and graphs, based on historic process data from SmartcenterPro™ – Advisory reporting and an action plan for achieving further
This programme is linked to the Lifetime Services Agreement, to include automatic software upgrades for existing customers, with all the benefits of the latest new functionalities and improvements.
process and quality improvements – Plant tour, to review and address factors such as hygiene, contamination, climate conditions, energy saving and quality
You will be proactively informed about products reaching end-of-life status, together with news of the upgrades that are
– On-the-job training
available for your equipment. It’s a service designed to ensure
– On-site presentation of final report, results and
that your hatchery operation continues to operate at peak levels
recommendations
of performance, efficiency and quality.
Tailored service and support to meet your needs SmartCare™ Services have grown out of the experience of working with more than 1,000 hatcheries around the world. Designed to complement Pas Reform’s integrated hatchery equipment solutions, SmartCare™ will help you maintain an efficient, smooth-running hatchery, to achieve the highest numbers of best quality day old chicks. We invite you to select the right support options for you, to ensure that we provide exactly the service levels you need to sustain peak performance from your hatchery for many years to come. SmartCare™ Services, for optimized performance in every area of your hatchery
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SmartService™ Hatchery inspection app for Pas Reform SmartPro™ Setters & Hatchers SmartService™ is a mobile app designed for use by hatchery managers and technical staff. The app makes it fast and easy to request support or to order spare parts. Pre-loaded with predefined, hatchery-specific inspection forms, it also helps to carry out periodic maintenance checks and machine audits, saving time and ensuring that no inspection items are missed. Perform on-site inspections Hatchery-specific forms for the effective inspection of individual machines. Following the pre-defined forms in the app ensures a complete inspection. SmartService™ automatically archives a full PDF report of every inspection. Order spare-parts Order spare-parts easily and quickly directly from Pas Reform while carrying out your maintenance routine in just 3 simple steps: (1) include article number and/or take a picture with your phone (2) Fill in the short form and (3) Click send! Easy support request Request support from Pas Reform hatchery specialists or technicians using the SmartService™ support request function. Show us the problem either by taking a short video or a photograph and send with your request directly from the app. Note: To login to the SmartService™ app, you first need to request a unique customer ID from the Pas Reform Service department. SmartService™ is part of Pas Reform’s SmartCare™ Services package.
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SmartCare™ Lifetime Service Agreement Carlson Hatchery In accordance with the terms and conditions of this Agreement, Carlson Hatchery hereby agrees to engage Pas Reform to provide the following services: Helpdesk support; Remote analysis & advice; Periodic inspections; Preventive maintenance; Incubation consultancy and SmartCenterPro™ software & hardware support.
Example SmartCare™ agreement Description
Service
Contract period
01.11.2016 - 31.10.2021
Language
English
Helpdesk support Scope of service
Incubators, hatchery automation and climate control systems
Support
Real-time remote support, fault analysis and rectification / General support in case of technical adjustments or replacement of parts
SmartService™ app
A mobile app designed for use by hatchery managers and technical staff. Used to make support requests, order spare parts and to help carry out periodic maintenance checks and machine audits, using pre-defined, hatchery-specific inspection forms
Availability
24 hours per day, 7 days per week, 365 days per year
Response time
99% of all calls will be answered within 30 minutes
Contact
Single, designated contact for mechanical-, electrical- and software- related queries
Remote analysis & advice Scope of service
Incubators, hatchery automation and climate control systems
Data logging
Data logging for all the critical information that is available in your hatchery
Analysis
Monthly SmartCenterPro™ analysis and diagnosis of process data and settings
Report
Monthly management reports with analysis and advice for improvements and decision-making, including traceability from flock to farm where SmartCenterPro’s™ Track-and-Trace module is connected
Advice
Monthly advice for fault correction and process optimization / review defined incubation programmes and alarm settings
Periodic inspections Scope of service
Incubators; hatchery automation; climate control systems
Inspection reporting to include:
Mechanical, electrical and pneumatic field components; control software updates for machines; checking and if necessary replacing incubation sensors; carrying out minor adjustments, small repairs, preventive and corrective maintenance; advice on spare parts management and for possible system improvements
Training
On-the-job training for technical staff
Number of visits
Two visits per year
Length of visits
Five days on site per visit
Number of engineers
One service specialist per visit
Inspection time
Monday to Friday during working hours
Schedule
(To be determined)
Travel and accommodation expenses
Cost of travel and accommodation included
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Description
Service
Preventive maintenance Scope of service
Incubators; hatchery automation; climate control systems
Maintenance module
SmartCenterPro™ includes all the necessary tools to implement a preventive hatchery maintenance programme. This includes a fully updated weekly task list, with reminders for action by the hatchery’s maintenance team
Spare parts
Main preventive maintenance parts are included under the Terms of this Agreement for setters and hatchers: sensors, filters and V-belts
Incubation consultancy Scope of service
Incubators; hatchery automation; climate control systems
Preparation
Preparation and consultancy based on customer data and hatch results
Reporting
Reporting, including charts and graphs, based on historic process data from SmartCenterPro™
Plant tour
To review factors such as hygiene, contamination, climate conditions and chick quality
Advice
Advisory reporting and action planning for achieving further process and quality improvements
Presentation
On-site presentation of annual report, results and recommendations
Number of visits
One visit per year
Length of visits
Three days on site per visit
Number of incubation specialists
One incubation specialist per visit
Inspection time
Monday to Friday during working hours
Schedule
(To be determined)
Travel and accommodation expenses
Cost of travel and accommodation included
SmartCenterPro™ software & hardware support Software support Scope of service
SmartCenterPro™ hatchery information system
Updates
All new releases and updates throughout the duration of the SmartCare™ Lifetime Services Agreement
Data logging and backup
All data and settings will be stored by Pas Reform with Carlson Hatchery to back up all data periodically
Hardware support Scope
SmartCenterPro™ server / UPS / ModAlarm / Modem
Hardware repair or replacement
Complete hardware support package, including repair or replacement promise, limited to one replacement per five years
Hardware replacement time
Shipment within one business day
Spare parts
Spare hard disk and fan, to be kept as a spare part for system security and hardware backup as needed
Installation
Remotely restored backup
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Pas Reform Hatchery Technologies Pas Reform is an international company, which has specialised in the development of innovative hatchery technologies for the poultry sector since 1919. The company has earned its position as one of the world’s leading hatchery equipment manufacturers, through decades of research into the biological and physiological aspects of embryo development, combined with a thorough understanding of all aspects of the poultry production chain – and a dedicated focus on the future.
Pas Reform Hatchery Technologies Pas Reform P.O. Box 2 7038 ZG Zeddam The Netherlands Phone +31 314 659 111 E-mail info@pasreform.com Internet www.pasreform.com
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