But putting aside the matter of business generation, there are a number of causes of breakdown and failure. And as specialists in the sector explain, prevention is invariably better than cure.
Printweek spoke with four manufacturers to find out what those in the industry should consider when thinking about maximising uptime.
Digital printing
Samantha Precious, strategy and services development manager at Ricoh, says that there is a general acceptance that while certain maintenance work will always be necessary, it is likely to have service-level agreements and time penalties attached to it.
It’s for this reason that she says that “effective service and intervention is critical, so production processes are not compromised”. She remarks that the majority of Ricoh’s customers “opt for the full maintenance packages, to ensure smooth and efficient maintenance of devices”. But that’s not to say that all go down this route. Indeed, this is why the company offers different options that include full maintenance, a hybrid (shared) approach, or a customer self-service approach.
As a consequence, Ricoh provides training to customers on recommended operator cleaning tasks. For Precious, such training “ensures that customers are equipped with the right skills to both operate the equipment correctly and perform routine preventative maintenance and cleaning tasks”. Getting this right is fundamental as it should lead to a notable reduction in downtime and quality issues; also, when done in house this may offer a cost saving.
Failures happen
The natural question is to ask what tends to cause equipment failures? In answer Precious points out that they can be caused by any one of a number of causes, such as environment, general wear and tear, operator error, media use and the like. “Some outages,” she says, “can be paper related, which are mainly due to the quality and storage of the paper; where moisture in the paper causes problems.” She’s of the view that regular preventative maintenance can “minimise the chances of disruption and downtime... at Ricoh, we offer regular advice and training and provide real-time data to encourage optimised uptime”.
One thing that the company does offer is what Precious terms an ‘Operator Removable Unit’ for Ricoh’s higher end cutsheet presses. “These,” she says, “are whole units that a client can purchase as a spare on site. The operator is provided training and in the event of a failure, they swap out the full unit and are back up and running again.” The swapped-out unit can be examined and repaired or replaced at a later point in time when Ricoh next attends the site. This is all part of what Precious describes as “downtime as a shared responsibility and action” where failures are seen as inevitable and can be planned for.
Getting cover
Ricoh, like some other players, offers several different service options and programmes which can, Precious details, in some instances extend beyond its own equipment. “We offer simple break fix solutions aligned to tight SLAs to bespoke programmes that provide 24/7 cover.”
Additionally, as noted earlier, the company offers self-maintenance options where clients train their personnel to be able to carry out necessary break fix operations remotely.
But as to what is bought, considering the commercial necessities, Precious says that more than 95% of clients are covered by a formal service plan which incorporates callouts to defined SLAs along with all parts and labour. Most plans are paid monthly, or quarterly in arrears.
Being pre-emptive
Remote diagnostics, and the growing importance of AI is increasingly significant for Ricoh. Here Precious explains that in effect this means that the service model is becoming less reactionary and instead, more pre-emptive and proactive when it comes to maintenance. She says that “Ricoh’s systems are now equipped to detect errors before they occur, assist with operator routines, and can now complete start up routines in advance of the operator being on site, which is having a significant impact on improving uptime and efficiency.”
She points to one of Ricoh’s remote software solutions, TotalFlow Advisor, which is used by engineers to assess errors, uptime/downtime and the frequency of ink head cleaning. With this software, she explains that Ricoh engineers “can identify if a customer is regularly using the highest flush level frequency, allowing us to immediately notify the customer of the issue, preventing further ink wastage”.
Ricoh does see the adoption of AI as crucial for the continued development of its preventative maintenance models. This is expected to lead to more automation, “requiring,” as Precious explains, “less time for manual intervention, which could slow down or halt production processes”.
An example of this given is the scheduling of tasks such as cleaning outside of core hours or in production breaks, and completing tasks without the printer needing to stop, such as registration. Similarly, many software upgrades are now delivered as a background operation, without impacting productivity.
Digital converting
Marco van Leeuwen, service and support director, EU, at Domino Printing Sciences thinks that, despite inflationary pressures, maintenance is something that is rarely neglected by printers.
“Equipment failure is a converter’s worst nightmare,” he says, and adds that good “maintenance by in-house staff is just as important – if not more so – than a manufacturer’s service support”. In his view, “an operator has a duty of care to their machine and needs to use the correct tools and cleaning agents as part of the recommended daily and weekly maintenance routine”.
As to why equipment can sometimes fail, van Leeuwen details that “there are a multitude of reasons why a digital press may not be performing as expected – even if perfectly maintained.”
He explains that while digital printing presses are easy to use and operators don’t need the specialist skills required for running a traditional press, they are still sophisticated pieces of equipment. In particular, he notes that “digital printing presses incorporate many different technologies, from electronics and mechanics to pneumatics and software – and it’s important to ensure that all of these systems work effectively and in harmony with each other”.
But there are, van Leeuwen tells, so many variables to consider with spray of ink droplets and substrate handling to name but two. He worries that those new to digital print “sometimes underestimate the impact of input file quality and media used”. He advises that good high-resolution files and preferred digital media “can make the difference between good print and great print”.
To help clients the company offers the Domino Digital Solutions Programme “to support converters in their transition to digital print with a range of training options”.
Service plans
Most of Domino’s clients have a service plan to budget for and spread the cost of maintenance into monthly payments. As van Leeuwen comments: “It is like buying insurance; you know the contract will cost X pounds per year and that’s what you spend on it.”
Domino offers clients several levels of support from simple regular maintenance contracts, the BasicCare plan, to all-inclusive plans that cover everything, including call out, parts, and labour – TotalCare+. Beyond these, van Leeuwen says that packages can be ‘built to order’ where a number of visits can be specified, and whether labour, consumable parts, and printheads are included.
Service plans bring reduced fees on phone support and discounts on operator training as well as on consumable hardware components. And importantly, as van Leeuwen notes, “if a
converter accidentally damages a critical part, we offer a discount on replacements”.
Overall though, van Leeuwen holds the view that “regular maintenance intervals give the converter control over when downtime will occur.” He adds, though, if an engineer is in the area seeing another client, “he might drop in to check if everything is running well and provide guidance where needed”.
Performing upgrades
It follows that a machine down for a service presents an opportune time to perform upgrades to, as van Leeuwen explains, “fix something or to make a client’s life easier... and if it is a health and safety requirement the upgrade needs to be fitted as quickly as possible”.
But of course, as van Leeuwen highlights, “equipment won’t last forever and once it reaches a certain age, it
might benefit from proactive upgrades to third-party components to avoid obsolescence issues and prolonged downtime at a later stage.” He reminds here that replacement parts may no longer be available in the event of a breakdown so “it’s always good to upgrade to the latest standards to future-proof”.
That said, van Leeuwen says that some of Domino’s label presses have been in the field for 11 years “for the entire time it has been in the digital printing market – and they are still going strong”. They do eventually find their way into the used market, but van Leeuwen reassures buyers that the company keeps “an ample supply of Domino components in stock”. Even so, he warns that it is hard to guarantee availability of ageing third-party components.
AI
The world is very much looking at artificial intelligence (AI) and Domino isn’t quite there yet in fully deploying the technology. But van Leeuwen says that “machine learning is already used by our ink formulation team…in the ink development process, and AI will certainly play a part in manufacturing and providing client support in the future”.
For the moment, however, Domino support will “talk machine operators through simple fixes and maintenance, or a temporary fix that will keep production running until an engineer arrives”. This is especially valuable for geographically remote Domino clients who will, van Leeuwen says, “typically hold recommended spares on-site and receive advanced operator training – often part of the service plan – so they can self-service their equipment with our support using AR technology”.
In time, the company hopes to be able to remotely collect data and use AI to predict maintenance and repairs.
Offset printing
Chris Scully, UK managing director of Koenig & Bauer, is clear in his mind where problems with machinery can arise. And press of business – pun intended – is one of the root causes.
In particular, he sees busy production schedules as “not allowing sufficient time for general housekeeping and scheduled maintenance, which is then pushed aside to make way for production when an extra job or important client needs to be squeezed in”.
Staying clean
Scully says that “small things like failing to keep machines clean and ensuring filters on electrical cabinets are kept clean can all bring production to a halt at unexpected times”. Problems can also follow on from
operators running with maximum spray powder all of the time without adjusting usage to the actual job. He says that “this can result in overuse of powder, contamination of the press delivery, blocked slow-down wheels and filters. Delivery chains become contaminated”.
Another issue relates to operators using maximum drying, again without adjusting the process to suit the job. This can result in higher energy use and excess heat.
And then there’s not completing machine lubrication at required intervals. “This is especially important on machines that run with food-grade lubricants; this can result in component failure.”
But there are other areas of concern that Scully identifies. Some fail to keep up with maintenance – “they tick off
the task on the machine task list, but don’t actually do it.”
Then there are substrates of poor and varying quality and
inks and chemistry that are purchased purely on price to make cost savings.
Probably just as problematic are, as Scully notes, “printers that are ‘hand-me-down’ run by staff who are not manufacturer trained, press crews that work on continental shift patterns, the use of non-OEM parts, companies that expect printers to also be mechanical and electrical engineers and the use of third-party contractors.”
It’s worth noting here that the company offers training programmes, either onsite at the client’s premises or offsite at Koenig & Bauer’s training campus in Germany.
Maintenance solutions
Koenig & Bauer sells new equipment with warranties
and extended service level agreements. “Each of these,” Scully says, “are bespoke and can include parts and labour with additional services, such as press inspection, oil change, print quality tests, gripper service, colour
measurement system inspection and calibration, and
wash system service.”
That said, the company also offers extended service level agreements, which says Scully, typically includes elements of the services listed above along with remote maintenance, PQT and gripper service and blocks of pre-paid hours of service.
He adds that “where a machine has been under its original warranty and service level agreement, and in continuity an extended service level agreement (SLA) is purchased, parts and labour can also be offered”.
As for payment, there is the option for monthly payment plans which, when compared to pay-as-you-go services, offer savings that Scully says “range from 5% to 15% depending upon the bespoke package”.
When a service or a press inspection is carried out, an upgrade is often found to be available. It’s at this point that Scully says that clients with older machines are told of obsolete components and any potential upgrades to improve performance. He cautions that older electronic parts “are not as transparent in their wear as mechanical parts” which is why he recommends upgrades to “reduce the risk of inconvenient failure”.
Remote monitoring and AI
Remote monitoring is according to Scully a central plank
of the company’s offering. But there’s a catch. It’s only
available to clients with newer generation of machines with Windows operating systems that have remote
maintenance and use the company’s secure VPN (virtual private network) connection.
In operation, Scully says that data from a machine is
collected in the form of log files that are continuously generated when it is powered up: “Bots – AI algorithms –
analyse files looking for patterns against criteria set in each bot. For example, a plate change cassette has sensors, and the sensors are monitored throughout the plate change sequence, with any errors then captured. Should errors be greater than the bot set point, this will be notified to the service department for follow-up with the client.” Scully’s reckons that this helps identify any issues early and prevents major failures.
Further, Scully adds that “whilst we are renowned as a heavy metal machinery manufacturer, digitalisation is at the forefront”. He says that “modularity and the use of common components means that serviceability is also undertaken at the design stages of product development”.
Remote monitoring, AI, digitalisation – they all appear to have a role in Koenig & Bauer’s thought processes. As Scully explains, conventional management information systems give a broad overview, but they can be reliant on accurate data being entered manually. However, he says that “capturing data using AI analytics is automatic and can also be analysed to spot trends to specific component level unique to consumable and substrate types”. This he says, makes it possible “to drill down to dates and times to make accurate comparisons between jobs”.
Finishing
Steve Waterhouse, managing director at Diecut Global is well aware of the inevitability of machinery failure but thinks that some of his clients take more risks than others. He explains that “we have many clients that embrace our service and maintenance plans who suffer minimal downtime due to us keeping the machinery in tip-top condition.” However, he also has clients who “wait for things to break - then we have to deploy engineers on an emergency breakdown visit, where generally it is not the price of the repair, but the cost of the downtime that impacts their business.”
Weak points defined
As to the causes of equipment failures that Diecut comes across, poor servicing and abuse of machinery are top of the list, but Waterhouse never or rarely thinks failures are down to poor use of materials. That said, he knows that “a good operator can make a machine sing, and someone who has not been trained correctly could cause a lot of problems.” Of course, component failure will occur from time to time, but Waterhouse reckons that “if you adopt a service plan or preventative maintenance inspection, this can prevent that very thing from occurring in the first place.”
The need for service plans
Diecut has several maintenance solutions. Waterhouse says that while each new machine supplied comes with a three-year service plan package, “our specialist engineering team also services anything from machines supplied by Bobst Group, through to some of the more exotic names you may not have heard of”. He says that the company is “expert in servicing any type of flatbed die cutting machinery”.
In terms of what service plans cover, Waterhouse says that the more comprehensive plans on any new machine that Diecut supplies covers call-out, parts and labour. But if it’s a machine that the company has not supplied, one that has been in production for a number of years, it will be very hard, if not impossible, to cover parts... but “depending on what level of service is chosen, everything else would be included”. Plans are paid for in monthly instalments with the cost spread over three years.
Notably Waterhouse says that it is difficult to say which of the service plans are most popular, as “it is budget dependent”. Indeed, Diecut works with large multinationals and small SME’s where, he says, “everything is budget driven”. As a consequence, the company offers “accommodating plans tailored to each business.”
Naturally, each of the machines vary in complexity depending on specification and features. This means, as Waterhouse identifies, that “some require a closer eye and more regular maintenance due to age and other factors.” But for those of his clients that embrace a service plan, “machinery will be in much better condition and working order – like a car would be”. He continues: “You wouldn’t buy a brand-new car and then not have it serviced when required. However, you would be amazed at how many people risk it with machinery, and that asset is often much more expensive than the car they drive to work in.” He reckons that in terms of monetary values, having a service plan should save between 10%-15% compared to not having one in place.
Diagnosing issues
Given the way that technology has progressed, and remote monitoring and AI have inveigled their way into modern life, it’s not surprising that Diecut has adopted them – in part. In fact, Waterhouse believes that “technology can play a very important part in preventative care.”
He adds that with the post press machinery that the company supplies, “the remote access capabilities are generally used to diagnose any electrical issues. This allows us to access any error, fault logs or information to enable our team to arrive on site with the correct information, required parts and the knowledge to remedy the fault and get the machine back in production.”
Specifically referring to AI, Waterhouse sees it as “a useful tool to streamline certain processes, however at this stage in the game, I don’t think that it drastically affects anything that Diecut Global achieves as a business”. This said, Waterhouse makes the point that “we are always looking at ways to improve our machinery, as well as making things more reliable and robust, and we already have very reliable machinery – which has been designed with repair in mind, where things are easy to diagnose and easy to fix with ‘off the shelf’ components”.
Ultimately, Waterhouse advocates regular servicing that can “both maintain the machine effectively and prolong the life of a machine, mitigating the risk of failure and decreasing downtime for a business.”
Lastly, Diecut offers operator training packages to help client firms get the most out of their machines.
Summary
With ‘mission critical’ machinery employed it’s essential that print firms take good care of what they have. Part of this is down to good training and the right materials. But it’s also down to preventative maintenance. Breakdowns are impossible to prevent, but a considered approach to looking after kit can lower their likelihood.
