Malvern Panalytical’s promise to our employees and customers during the COVID-19 pandemic

Updated 17th April 2020

Malvern Panalytical is committed to supporting our customers through good times and bad. Our teams across the globe are hard at work doing all they can to minimize disruption caused by the COVID-19 virus, while acting responsibly to play our part in preventing further spread. We continue to closely monitor the evolving situation and will be diligent and pragmatic about communicating with affected customers regarding shipment timing or any other issues that may occur.

We have established an Enterprise Risk Management Program that incorporates risk assessments, crisis-management protocols and business continuity plans (BCPs) for all our critical activities. We activated this structure at the time of the initial COVID-19 outbreak in China, and our Executive Management Team meets daily to monitor activities and provide updates.

Protecting our employees and our customers

Malvern Panalytical is committed to providing a safe working environment to support our employees, their families, and the communities in which we operate. We are following the advice of the WHO (World Health Organization) and local, regional and national governments.

With some of our facilities closed to all but essential staff due to government legislation, the majority of our employees are currently working from home to keep them safe and reduce virus exposure. Our regional teams and manufacturing locations across the world have enacted our BCPs, and we have introduced split-shifts where possible to minimize transmission risks.

We have also implemented a restricted travel policy and increased our hygiene measures at all our sites. We are required to limit visitors to all our facilities and offices worldwide until further notice. While many of these visits can be held as virtual meetings, we understand that some do need physical access to our facilities.

All visitors to our offices will need to fill out a screening form before being admitted. We perform COVID-19 risk assessments when employees develop any symptoms, and we prevent visitors with symptoms from entering our sites. We have a comprehensive plan in place to temporarily close part or all of a site for deep-cleaning in the event an employee or visitor is considered a risk, shows symptoms or tests positive for COVID-19.

Minimizing the impact on our products and services

Malvern Panalytical has a diversified manufacturing strategy with multiple production sites globally. Our teams are working hard to minimize the risk of disruption by identifying a range of second- and third-tier materials suppliers and securing additional logistics support. Our parts and components are delivered to us via a diverse supply chain, and we regularly meet with our strategic suppliers to ensure the robustness of their models and BCPs. We have proactively initiated these plans to help guarantee continuity of supply. 

In addition to this, we have increased our bandwidth, capability and technology to support our customers remotely. We are now able to demonstrate our technologies remotely, and offer a wealth of educational support material in the form of webinars, videos, application and technical notes and whitepapers via our searchable Knowledge Center.

Should you select a Malvern Panalytical product, our support engineers are now able to carry out remote preinstallation visits. We have developed a program of interactive material to enable self-installation for a number of our instruments, including Mastersizer 3000, Zetasizer Nano and Zetasizer Advanced. We are now turning our attention to other products, with Epsilon range and the Mastersizer 3000E in the planning phase to bring this benefit to our customers. Self-installation means that our customers can get up and running very rapidly, supported by an e-learning program developed by our in-house experts. This has the additional benefit of increasing accessibility across customer teams to the same high-quality training normally delivered at the point of installation.

We have increased the availability of products, consumables and user-replaceable spare parts on our e-store to help our customers stay up and running without disruption. We encourage you to order via the e-store whenever possible as the automatic processing will speed up order delivery, and you will have immediate access to discounted prices. We also offer virtual repair support, should you ever need a little additional help from us!

There is no current evidence to support transmission of COVID-19 via our products or packaging. The U.S. Centers for Disease Control and Prevention, the World Health Organization and other authorities have confirmed there is very short survivability of the COVID-19 virus on hard surfaces. 

Visiting customer sites

Wherever possible, we will quickly resolve customer issues remotely using virtual tools and technologies, but some of our employees must continue to visit customer sites for installations, service or repairs. Where a site visit is necessary, our employees will use additional personal protective equipment, adhere at all times to Malvern Panalytical’s health and safety advice, and follow any additional protocols required by our customers. 

We would also like to be assured that our employees carrying out essential site visits are welcomed into a ‘safe environment’ and will therefore ask our customers to complete and return a COVID-19 declaration prior to these visits. We hope that, working together with our customers, we can minimize the risk to our combined employees and businesses. 

In these most unusual of circumstances, Malvern Panalytical is renewing its commitment to becoming a better partner to you. If you have any questions, please do not hesitate to get in touch

We wish you and everyone around you the best of health.

All at Malvern Panalytical