SmartCare™

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.

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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

www.twitter.com/pasreform www.linkedin.com/company/pas-reform-hatchery-technologies www.facebook.com/pasreform www.youtube.com/pasreformbv www.flickr.com/pasreform

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