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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, obtaining a competitive advantage, sharing 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 a responsible management of sub-suppliers.

 

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.

Since 2019, IMA has adopted a new version of the Quality policy, consistent with the IMA Digital Agenda for Industry 4.0 (box: “IMA DIGITAL”), which is a constantly evolving concept focused on change and the development of digital products, virtual instruments and intelligent applications, in order to achieve full productive efficiency.

REVENUE BY SECTOR

2018 2019
2020
Million euros Amount %

Amount

%

Amount

%

% Change

Tea, Food & Other 686.17 45.7%

804.57

50.4%

707.07

47.4%

-4.8%

Pharma 631.27 42.1 %

699.59

43.8%

699.86

47.0%

-8.0%

Tobacco packaging 182.93 12.2 %

91.36

5.7%

83.54

5.6%

-8.6%

TOTAL 1,500.37 100 %

1,595.53

100.0%

1,490.47

100.0%

-6.6%

Export revenue accounts for more than 84%, with particular emphasis on Europe, North America, Asia and the Middle East. 68.4% of revenue was generated by plant and machines,8 while 31.6% came from after-sales activities (support, spares, kits etc.).

Tea, Food & Other segment revenue was modified following a reclassification carried out in 2020 among the Business Units.
Revenue in the Pharma segment was modified following a reclassification carried out in 2020 among the Business Units.
Original Equipment.
After sales

 

REVENUE BY SECTOR 2018 2019
2020

CHANGE
Million euros AMOUNT % AMOUNT % AMOUNT % %
European Union (excluding Italy) 450.01 30

451.32

28.29

433.63

29.1%

-3.9%

Other European countries 114.97 7.70

109.06

6.84

145.79

9.8%

33.7%

North America 241.13 16.10

313.67

19.66

269.47

18.1%

-14.1%

Asia & Middle East 375.66 25.00

354.7

22.23

267.02

17.9%

-24.7%

Other countries 150.95 10.00

173.95

10.90

140.55

9.4%

-19.2%

Total exports 1,332.72 88.80

1402.7

87.91

1,256.46

84.3%

-10.4%

Italy 167.65 11.20

192.83

12.09

234.01

15.7%

21.4%

Total 1,500.37 100.00

1,595.53

100.00

1,490.47

100.0%

-6.6%

 

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 31%, 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 the Group’s main sectors. Press releases accompanied by photographs are distributed in support of virtual events and trade fairs. IMA regularly publishes advertising pages on the main Italian and international trade publications, as well as banners and e-news. In 2020, no complaints were received about breaches of customer privacy.