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Company Confidential
Short Description:
Avantra 30 Service Plan
Long Description:
AGFA Division
AVANTRA 30
SERVICEPLAN
Revision A2
COMPANY CONFIDENTIAL
Field Service
Approvals:
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Manager,Worldwide Training
Field Service: Christie O'Malley
ABSTRACT
This document describes the manner in which Field Service will support the
Avantra 30 product. This will include customer support in the field following
its release.
TABLE OF CONTENTS
1.0 SCOPE
1.1 Update
1.2 Product Description
2.0 DEFINITIONS
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4.1 Goals
4.2 System Installation
4.3 System Repair
4.4 Analysis and Verification
4.5 Manpower Requirements
1.0 SCOPE
1.1 UPDATE
15 December 1995
Rev A - Put original document into OMNI.
07 February 1996
Rev A1 - Updated section 6.1, Spare Parts List.
14 February 1996
Rev A2 - Updated sections 3.3, 3.10, 7.3, 7.5
Updated section 5.5, Tool Requirement
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OVERVIEW:
The Avantra 30 is a mid-sized, four-up, internal drum imagesetter which
exposes red sensitive media. The imagesetter can utilize film, paper or plate
media types, with a maximum page format of 30"x 25". The hardware is
derived from a mix of technology taken from both the Avantra 25 and the
Avantra 44 product lines, although more closely resembles the Avantra 25.
FEATURES:
* International, icon based operator control panel
MARKET OPPORTUNITY:
The estimated market for the Avantra 30 is 500 - 600 units per year, with a
projected product life of four or more years. This four-up imagesetter will fill a
product gap between mid-sized and large format imagesetters, allowing full
page makeup for a number of plate sizes which are now only covered by more
expensive large format imagesetters. This is provided at a lower equipment
cost, and with reduced floor space requirements. The Avantra 30 will replace
the SelectSet 7000, and is a revenue product for 1996.
SALES FORECAST:
1996 1997
Quarter Quantity Quarter Quantity
Q1 -- Q1 125
Q2 200 Q2 125
Q3 180 Q3 125
Q4 160 Q4 125
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2.0 DEFINITIONS
PM - Preventive Maintenance
TC - Technical Consultant
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Avoidance program.
* Spare parts kits will not be provided to the customer (except for End User
service programs)
Agfa Subsidiaries outside the United States may have their own philosophy for
servicing customers, but should generally follow the US approach. The U.S.
business approach philosophy can be used as a guide line for servicing
customers. Each subsidiary should have it's own Hot line Support phone
number for customers to contact for service support.
The Avantra 30 field repair philosophy will be replacement at the module level
when possible. All parts that are replaceable are located in the documentation
that is provided during the Service Training class. Any updates to this list or any
change in the service philosophy for the product will be done through an FSB
and posted on OMNI.
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3.6 PRESITES
Also the service engineer should follow the items on the Pre-Site Installation
form provided during the training class. Some items may not be covered in the
above list.
* Pre-installation checks
* Unpacking, inventory and inspection of the equipment
* System verification to include:
- basic confidence
- check output copy quality
- validate system interface through the use of the users front end
* Customer training in the following areas:
- Media loading
* Daily operating procedures
- Setting system defaults
- Error code interpretation
- Preventive maintenance
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Revisions to the Product for end-users will be available at no charge for one (1)
year from the installation date of the Product. These Revisions will be for fixes
inherent in the product that causes the customer not to operate the product as
defined in the specification or User Manual. As for Upgrades, this will be a
chargeable service. An Upgrade will consist of an enhancement to the
functionality or specifications to the Product, but also may include some fixes to
the previous version.
4.1 GOALS
The Mean Time To Install the Avantra 30 (engine Only) will be 6.0 hours. The
Mean Time To Install the engine, Bridge and Processor will be 8.0 hours. This
number is based on Two (2) service engineers for 8.0 hrs each.
The installation, in both cases, should consist of what is noted in paragraph 3.6.,
and information given during the training class.
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The Avantra 30ís projected Mean Time To Repair is 3.0 hours. This includes
the time to diagnose, repair and verify that the problem has been resolved and to
return the system to normal operation. Repair of the Avantra 30 should be to
the FRU level only.
Estimates are made for time to diagnose, time to correct and time to verify. The
total of these times is the unit repair time. By using these numbers, in addition
to the failure rates and the unit costs, MTTR and service costs are predicted.
This process allows us to identify and quantify potential problems, as well as
determine whether the design will meet the maintainability goal without waiting
for a prototype.
Maintainability verification is the process of inserting faults into the system and
verifying that the unit repair times are accurate.
From the Maintainability Analysis, when combined with the Marketing sales
forecast, the number of man hours per system per year for installation and
unscheduled maintenance can be computed. From this number, we can predict
how many service engineers will need to be trained. It is approximated the ratio
should be one (1)SE for up to four (4) Systems.
The diagnostic philosophy on the Avantra 30 will be the same as the other
Avantra products. The resident diagnostics contained in ROM in the system will
not include image quality verification software (PUP) or selectable diagnostics.
Loadable software will be available separately on appropriate media that can be
loaded onto a portable personal computer. This permits much greater flexibility
updating diagnostics, adding new diagnostics and bug fixes in the field without
having to wait for a new application software release. This also means that a
portable P.C. will be required to install and service the Avantra 30.
Note that the Basic Confidence Checks (BCC's) and customer test page will still
be resident in firmware loaded into the system.
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* A dedicated serial port for service use. This port can be used with a P.C.
directly or connected to a modem for remote communication to a terminal.
There are two separate software packages available, an imaging utility called
PC Imager, and a diagnostics utility called AVDIAG. Both of these programs
are currently released and being used on the other Avantra product lines.
The PC Imager utility will be used for image quality verification and for
imaging troubleshooting. A PC board will be required to be installed in the
portable P.C. to support the PC Imager. The board is called the CGEN AT
Interface, which is currently available and is used with most of our other APIS
output devices (i.e. SelectSet, 9800, Accuset, etc.).
A dedicated RS-232 DTE serial port has been provided in the Avantra 30 to
facilitate remote diagnostics and maintenance functions. The connector will be a
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25 pin "D"-type easily accessible to the customer for modem hook up. The
serial port will support the appropriate modem signals. The remote diagnostic
software will be written to work on any AT compatible P.C. The following
features will be supported by this serial port:
* Ability to check error logs, media usage and other logged information
Worldwide Headquarters Technical Support will test and verify all diagnostics
for the Avantra 30, both resident and loadable. Testing will be accomplished
by inserting faults and verifying that they are detected and correctly identified.
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The following is the list of major spare parts (PCB's/assemblies) for the
Avantra 30 that will be required to support the system in the field. The failure
rate of these parts is based on 100 systems per month, used for initial stocking
only. History of usage will determine stocking levels thereafter. If part numbers
change, it will be the responsibility of Worldwide Headquarters Technical
Support to generate an FSB and have it available on OMNI.
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KEY
* Changed since last release
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No spare parts kits should be needed for the Agfa trained service engineer. All
parts should be ordered on an as needed basis.
6.3 CONCERNS
The purpose of this section is to outline the role of each group within Field
Service relative to the support of the Avantra 30 Product. The responsibilities
and requirements of each group are defined in their respective sections.
Worldwide Headquarters Technical Support acts as the focal point for Field
Service during the development of a new project, and as such is responsible for
coordinating the activities of other Field Service groups as they relate to that
product. The responsibilities of Worldwide Headquarters Technical Support
relating to the Avantra 30 product are as follows:
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Worldwide Training
Manager - Christie OíMalley -USA Tel - (508-658-5600) x5624
Fax - (508-694-7750)
Documentation
Manager - Jackie Kuhn -USA Tel - (508-658-5600) x7273
Fax - (508-694-7750)
Mortsel Support
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Both of these documents will be available on multi media via the OMNI CD.
The training class will actually be a two (2) day update class that will be added
on at the end of the Avantra 36/44 update Class. There will be approximately
two (2) Units per training class, with a student to machine ratio not to exceed
3:1. The class will emphasize troubleshooting and repair of the system, along
with, theory of operation, removal and replacement procedures. It will include
both lecture and hands-on lab time for the students.
The Training facility will require early production units in order to begin service
engineer training classes prior to the start of revenue shipments.
Worldwide Headquarters Technical Support will install and maintain all U.S.
Avantra 30 Beta Test Site customers for as long as the customer remains on
test site status. Worldwide Headquarters Technical Support is responsible for
routine maintenance in addition to diagnosis and repair of problems on an
emergency basis. After the beta test cycle is complete, local area service will be
responsible for the routine maintenance and servicing of the system.
8.2 SHOWS
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Show support is the responsibility of the local subsidiary field, service. For
shows which occur prior to the start of formal training classes, Worldwide
Headquarters Technical Support will provide the training schedule for field
personnel. In some instances, it will be Worldwide Headquarters Technical
Supports responsibility to set-up and support shows.
8.3 Other
All non-revenue systems other than those specified above will be supported by
Field Service only through the local area service office.
The following list of equipment will be necessary for Field Service to properly
support the introduction of the Avantra 30 to the field:
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