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Global Policy for product quality and liability

IMA’s strategy, whose primary objective is end-user satisfaction, aims to create profit to remunerate its shareholders, but also economic value for all its stakeholders.

Through continuous investment in technology, constant improvement in the quality and reliability of its products, opening new foreign branches and partnerships in the academic and scientific field, IMA aims to serve its end-users more and more quickly and efficiently, thereby obtaining a competitive advantage. Through its Suppliers’ Code of Conduct, IMA shares values and principles of reference with its suppliers, so that they too contribute to the development of a sustainable production chain and, in turn, work towards responsible management of sub-suppliers.

IMA intends to propose solutions to the market and to customers that are designed to:

enhance quality to ensure products and services of the highest possible level, safety and reliability over time;

• benefit from investments in the research and development of services that use digital innovation, solutions that are technologically advanced and with a lower environmental impact;

• integrate the know-how resulting from partnerships with its supply chain, managed responsibly in economic, social and environmental terms.

 

IMA IN THE WORLD

End-user satisfaction is the final expression, a logical consequence, of a company strategy aimed at Sustainability, in which all of the IMA’s resources are involved by taking part in company processes.

In July 2019 a completely revised multimedia version of IMA’s Quality Policy was issued, and subsequently distributed to all IMA’s employees in Italy and abroad, with an introductory letter from the Chairman. The new version focuses on the alignment with the IMA Digital Agenda for Industry 4.0, which is currently being implemented.

Consolidated revenue in 2019 amounted to 1,595.53 million euros, an overall increase of 6.34%, of which 1.2% due to the organic growth, with respect to the previous year. As regards the trend in revenue by sector, the Tea, Food & Other sector showed an increase in revenue by 17.3%, the Pharma sector recorded a growth of 10.8%, while the Tobacco sector turned in growth of 50%.

REVENUE BY SECTOR

20173 (RESTATED) 2018 2019
Million euros AMOUNT % AMOUNT %

Amount

%

% Change

Tea, Food & Other 602.57 45.6 % 686.17 45.7%

804.57

50.4%

17.3%

Pharma 565.87 42.9 % 631.27 42.1 %

699.59

43.8%

10.8%

Tobacco packaging 151.76 11.5 % 182.93 12.2 %

91.36

5.7%

-50.0%

TOTAL 1,320.20 100 % 1,500.37 100 %

1,595.53

100.0%

6.3%

Export revenue accounts for more than 88%, with particular emphasis on Europe, North America, Asia and the Middle East. 70.4% of revenue was generated by plant and machines, while 29.6% came from after-sales activities (support, spares, kits etc.).

 

REVENUE BY SECTOR 20174 (RESTATED) 2018 2019
Million euros AMOUNT % AMOUNT % AMOUNT % % CHANGE
European Union (excluding Italy) 400.87 30.40 450.01 30

451.32

28.29

0.3

Other European countries 17.60 8.10 114.97 7.70

109.06

6.84

-5.1

North America 225.4o 17.10 241.13 16.10

313.67

19.66

30.1

Asia & Middle East 290.44 22.00 375.66 25.00

354.7

22.23

-5.6

Other countries 133.39 10.10 150.95 10.00

173.95

10.90

15.2

Total exports 1,157.60 87.70 1,332.72 88.80

1402.7

87.91

5.3

Italy 162.60 12.30 167.65 11.20

192.83

12.09

15.0
Total 1,320.20 100  1,500.37 100.00

1,595.53

100.00

6.3

 

IMA’S AFTER-SALES SUPPORT

A high level of after sales service, made possible by a worldwide network, has always been the focus of IMA’s customer-oriented policy. A significant proportion of IMA revenue, namely 29.6%, is in fact generated by the after-sales services: the provision of spare parts and equipment is, in fact, a high value-added activity that is recurrent and typically with high margins. IMA’s after-sales service structure fosters the consolidation of relationships with customers, basing them on transparency and maximum satisfaction. The quality of original spare parts, together with the very high professional skills of technicians, provide customers with the best possible conditions for the maintenance and operation of the machines, ensuring their maximum efficiency and reliability.

 

INFORMATION AND COMMUNICATION

Communication with end-users and operators in the reference sector (Trade Press) takes place through media relations: this includes the preparation, dissemination and follow-up of product press releases, editorials and case histories for industry magazines and portals. Editorial material is produced in collaboration with the Marketing Departments of IMA’s main sectors. On the occasion of the main trade fairs where IMA exhibits, press releases are prepared with information and photos of the new products on display. Press packs are available to journalists visiting IMA’s stand and at the trade fair’s press room. IMA also organizes press tours during the main events it promotes, such as open house events and new office inaugurations, and regularly publishes advertising pages on the main Italian and international trade publications, as well as banners and e-news, especially during major trade fairs. In 2019, no complaints were received about breaches of customer privacy.

Download 2019 Sustainability Report »