THE STRATEGIC SERVICE PERFORMANCE FOR PROFESSIONALS … · 2017-05-09 · EVENT FOR CROSS-INDUSTRY EXECUTIVES Philips: Rokus Harder Director Field Support and Education, Netherlands

DRIVING PROFITABILITY AND IMPROVINGEFFICIENCY FROM YOUR FIELD

SERVICE ORGANISATION

14-16 OCTOBER 2013HOTEL MOEVENPICK, AMSTERDAM

3rd Party Service ProviderAnd Distributor KnowledgeManagement Focus Groups

Sponsored By:

Organized By:

HEAR FROM:

Aerospace

Medical DeviceManufacturing

Hi-Tech Electronic

Semi-Conductorand CapitalEquipment

Construction

Automotive

Telecommunic-ations Equipment

Energy

Industrial

AgriculturalEquipment

IndustryUpdates

Technology

InnovationSpotlights

Roundtables

Workshops

Private Meetings

Executive Boardroom

Tutorials

Hands-On Insights

Brands SpeakingOut!

FORPROFESSIONALS

IN:

FEATURING:

www.FieldServiceEurope.com

Can't Make it? Send this document to your entire team, they will be glad you did!

ServiceOptimisationDay

ChangeManagementAnd M&AD

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THE STRATEGIC SERVICE PERFORMANCE EVENT FOR CROSS-INDUSTRY EXECUTIVES

Philips:Rokus HarderDirector Field Supportand Education,Netherlands

Dell:Stephen CaulfieldExecutive Director,Global Field Services

Pitney BowesDMT Division:Roy PetersDirector of ServicesEurope, Netherlands

ABB Power Systems:Stefan HattGroup Vice President,Global Head of Service,USA

Johnson Controls:Brendan McNultyVice President & GM,Building Efficiency,Systems & Service, UK

Bayer Healthcare:Filippo NovelloHead of ServiceEurope, Netherlands

LEARN from the most prominent andsuccessful OEMs implementing pioneeringprojects in your arena

HEAR which senior decision makers havetransformed their after sales service operationinto a profitable and efficient business

SEE the latest technologies to hit the globalmarket

MEET and network with the key players anddevelop long-term business relations

TEN REASONS WHY FIELD SERVICE EUROPE IS THE MUST-ATTENDCONFERENCE:

A stellar line-up of the most leading fieldservice and strategic servicemanagement professionals from world-renowned OEMs

In depth case studies on the most currenttopics that will impact the profitabilityand efficiency of your service business

Learn how to adopt a proactive and pre-emptive approach to customermanagement

Hear how you can translate aftersalesservice into cash – directly improving yourbottom line

Understand how effective training cantransform your service team into customerservice experts ensuring you remain stepsahead of the competition

Deploy strategies to boost customer servicelevels through faster response times

Hear about the latest and most advancedremote diagnostics technology to ensurespeedier resolution and make more efficientuse of existing resource

Gain insight into the developments in Leanto streamline your aftersales businessand radically improve productivity

Understand which developments in fieldservice technology will enable you to drivethe profitability of your aftersalesbusiness

Benefit from the wide range ofnetworking opportunities – our event isat the heart of the European field servicecommunity

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Field Service Europe is theone stop shop for all yourfield service requirements:

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Register Today! 888.482.6012 or 646.200.7530 • [email protected] • www.FieldServiceEurope.com

• Utilising 3rd Party ServiceOrganisations To Improve Efficiencies InGlobal Field Service

• Maintaining Your Brand And CustomerCare Strategies Using Third Parties

• Tracking Customer Satisfaction AndChanges

• How Manufacturing Organisations AreTransforming Themselves To CompeteThrough Advanced Services

Sessions that willanswer this question:

Experts who cananswer this question:• Dell: Stephen Caulfield, ExecutiveDirector, Global Field Services

• Manitowoc: Dave Ratcliffe, DirectorService Network EMEA

• Philips: Rokus Harder, Director FieldSupport and Education

• Aston Business School: TimBaines, Professor Operations Strategy

• Evaluating “Chargeable” Services AndAssociated Revenue Streams

• Partnerships Through Mutually BeneficialGoals That Increase Service Margins

• Service Operations Trends And The UseOf Remote Services To Drive RevenueGeneration

• Strategies To Achieve LEANTransformation Across Field ServiceOrganisations


Experts who cananswer this question:• GE Healthcare: Jerome Descheirder,Chief Marketing Officer & BD DirectorServices Europe

• Markem-Imaje: Jack Rijnenberg,Director Customer Service

• Abbott: Philippe Ameryckx, GeneralManager, Remote Services & Support

• Johnson Controls: Brendan McNulty,Vice President & GM, Building Efficiency,Systems & Service, UK

• Leveraging Technology To Enable EffectiveScheduling For Workforce Visibility AndTo Enhance Service Capabilities

• What Do Field Engineers Need To Sell Service?• Grow Your Business With Existing CustomersBy Managing The Value Proposition

• Implementing Service Knowledge ToEnhance Customer Service


Experts who cananswer this question:• Elekta: Martin Gilday, Vice President,Service, UK

• Philips: Rokus Harder, Director FieldSupport and Education

• NCR: Jason Shannon, Director of ServiceDelivery

• Kinetic Concepts: Chris Lynch, VicePresident, Global Service

How can partnering with service providersand distributors enable me to maximise thevalue of my service organisation?

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How can technology enable me to optimisemy service organisation to protect and growprofit margins?

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How can I prepare for tomorrow’sworkforce?Q3

14-16 OCTOBER 2013 | HOTEL MOEVENPICK, AMSTERDAM

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ABB Power Systems:Stefan Hatt, Group VicePresident, Global Head ofService, USA

Abbott: Kiran Ganji, ProgramManager, Remote Services,USA

Abbott: Philippe Ameryckx, GeneralManager, Remote Services &Support, Belgium

Air Liquide:Christophe Fontaine, VicePresident CustomerManagement, France

Applied Materials: Bernd Schneider, SeniorDirector Field ServiceOperations, Germany

Aston Business School:Tim Baines, ProfessorOperations Strategy, UK

AT&T:Meredith Powers, SeniorProduct Marketing Manager

AT&T Advanced Mobility Solutions:Jim Huempfner, Vice-PresidentIndustry Solutions Practice

Bayer Healthcare: Filippo Novello, Head ofService Europe, Netherlands

Biomerieux:Fred Bayens, RegionalBusiness Manager Service,Europe, Netherlands

Coherent: Roger Beaman, Director of European CustomerSupport, UK

Dell: Stephen Caulfield, ExecutiveDirector, Global Field Services

DISA Industries: Ulla Tønnesen, Vice PresidentGlobal Services, Denmark

Elekta: Martin Gilday, Vice President,Service, UK

EMC: Thomas McClure, DirectorGlobal Services TSS, Germany

Eurocopter UK: Martin Lang, Director ofMaintenance, Repair & Overhaul

GE Healthcare: Jerome Descheirder, ChiefMarketing Officer & BD DirectorServices Europe, France

GEA Air Treatment:Michel Engelen, Vice President,After Sales & Service, Netherlands

Glory Global Solutions: Didier De Vos, Director ofService and Solutions, Europe,Luxembourg

Glory Global Solutions:Michael Bielamowicz, VicePresident, Global Service, USA

IFS:Ian Mapp, Service ManagementProducts

Johnson Controls:Brendan McNulty,Vice President & GM, Building Efficiency, Systems &Service, UK

Johnson Controls: Matt Adams, Service Director,Building Efficiency, Systems &Service, UK

Kinetic Concepts:Chris Lynch, Vice President,Global Service, USA

Manitowoc:Dave Ratcliffe, Director ofService Network EMEA, UK

Markem-Imaje:Jack Rijnenberg, DirectorCustomer Service, Netherlands

Metso: John Cullen, Vice PresidentBusiness Solutions, UK

NCR:Jason Shannon, Director ofService Delivery, Austria/USA

Philips:Rokus Harder, Director FieldSupport and Education,Netherlands

Pitney Bowes DMT Division:Roy Peters, Director of ServicesEurope, Netherlands

Ricoh Europe: David Wilson, Vice President,Customer Service and SupportDivision, UK

Rolls Royce:Mark Goodhind, VicePresident, BusinessDevelopment – Aviation, UK

ServicePower:Mark Duffin, Group ChiefExecutive Officer & President

ThalesRaytheonSystems:Alexis Grenier, ManagingDirector, Customer Service,France

Xerox:Ole Buus, Director of GlobalDocument Outsourcing,Denmark

Cross-Industry Speaking Faculty Includes

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“ “Field Service has provided valuable insight into how many of our peers are solving problems that so

many of us deal with every day.” - David Guizerix, Vice President, Global Customer Service, Cross Match Technologies

Sponsored By:

Interactive Workshop: Utilising 3rd Party ServiceOrganisations To Improve Efficiencies In Global Field ServiceDell, Stephen Caulfield, Executive Director, Global Field Services

Partnership Summit: Partnering With Service ProvidersAnd Distributors To Maximize Value

Knowledge Management Summit: Creating AKnowledge Culture In Your Service Organisation

Concurrent Sessions – Select tracks to create individual Field Service Europe agenda

A B Interactive Workshop: Recent Developments In ServiceBusiness And How Manufacturers Utilize Remote Services ToDrive Revenue GenerationRolls Royce, Mark Goodhind, VP, Business Development Aviation

8:00 Registration & Breakfast

9:00

Interactive WorkshopClickSoftware

C D Interactive Workshop: Selling Service That Creates VALUE (vs.Product AttachmentBiomerieux, Fred Bayens, Regional Business Manager Service,Europe

10:00

Interactive Workshop: Maintaining Your Brand And CustomerCare Strategies Using Third PartiesManitowoc, Dave Ratcliffe, Director Service Network EMEA

E F Interactive Workshop: Tracking Customer Satisfaction AndChangesPhilips, Rokus Harder, Director Field Support and Education

11:30

11:00 Morning Refreshment & Networking Break

12:30 Luncheon

Interactive Workshop: Developing A 3rd Party MaintenanceStrategy To Improve Your Service Operational ReachGlory Global Solutions, Didier De Vos, Service and SolutionsDirector, EuropeGlory Global Solutions, Michael Bielamowicz, Global VicePresident Service

G H Interactive Workshop: Servitisation Impact Study: HowManufacturing Organisations Are Transforming Themselves ToCompete Through Advanced ServicesAston Business School, Tim Baines, Professor Operations Strategy

13:15

Agenda-At-A-GlanceDAY 1 14 October WORKSHOP DAY

DAY 2 15 October SERVICE OPTIMISATION DAY8:00 Conference Registration & Breakfast In The Solutions Zone

8:45 Opening Address By WBR And The Conference ChairIFS, Ian Mapp, VP, Service Automation

9:00 Opening Keynote: Service Operations Trends And The Use OfRemote Services To Drive Revenue GenerationGE Healthcare, Jerome Descheirder, Chief Marketing Officer & BDDirector Services Europe

9:30 Keynote Presentation: The Field Service Automation JourneyTransformationAT&T Advanced Mobility Solutions, Jim Huempfner, VP IndustrySolutions Practice

10:15 Strategies To Achieve LEAN Transformation Across Field ServiceOrganisationsMarkem-Imaje, Jack Rijnenberg, Director Customer Service

10:45 Case StudyA Client of ServiceMax, speaker and topic to be confirmed

11:20 Morning Refreshment & Networking Break In The Solutions Zone

11:45 Roundtable Discussions: 45 minutes per roundtable/choosetwo out of six

1) Proactive Services: Extracting Value And Sales FromConnected Systems Through Remote ServicesAbbott, Kiran Ganji, Program Manager, Remote ServicesAbbott, Philippe Ameryckx, GM, Remote Services & Support

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14:15 Afternoon Refreshment & Networking Break

14:45 Speed Networking Panel Discussion: Brainstorm And Share Key Learnings Of The Day Foster A Healthy Partnerships Through MutuallyBeneficial Goals That Increase Service MarginsDell, Stephen Caulfield, Executive Director, Global Field ServicesEMC, Thomas McClure, Director Global Services TSS

15:45 Chairman’s Summary

16:00 End of Day 1


DAY 3 16 October WORKFORCE MANAGEMENT DAY8:00 Breakfast In The Solutions Zone

8:45 Opening Address By WBR And The Conference Chair

9:00 Opening KeynoteABB Power Systems , Stefan Hatt, Group Vice President, Global Headof Service

09:30 Industry Keynote: The Pursuit Of 100% Perfect Service Delivery, ATarget Too Far?IFS, Ian Mapp VP, Service Automation

10:00 Panel Discussion: Effective Planning Prior To Service Dispatch Air Liquide, Christophe Fontaine, VP Customer ManagementKinetic Concepts, Chris Lynch, Vice President, Global Service

10:30 Morning Refreshment & Networking Break In The Solutions Zone

11:00 Roundtable Discussions: 45 minutes Per Roundtable, Choose Two1) Creating An Integrated Service Organisation After A MergerOr Acquisition NCR, Jason Shannon, Director of Service Delivery

2) What Do Field Engineers Need To Sell Service? Identify The20% Of Your Technicians That Are Sales Savvy And EducateThem On How To Sell VALUE More EfficientlyJohnson Controls, Brendan McNulty, Vice President & GM, BuildingEfficiency, Systems & ServiceJohnson Controls, Matt Adams, Service Director, Building Efficiency,Systems & Service

3) The Customer Experience: Effective Measurements That CanBe Integrated Into Your KPIsPhilips, Rokus Harder, Director Field Support and Education

4) Grow Your Business With Existing Customers By ManagingThe Value PropositionXerox, Ole Buus, Director, Global Document Outsourcing

5) Roundtable Topic TBAA Representative of AirWatch

12:40 Luncheon

13:40 Case Study: Integrating Software Solutions In The CloudBayer Healthcare, Filippo Novello, Head of Service Europe

14:25 Case Study: Predictive Maintenance Initiatives That Reduce CostAnd Improve Equipment ReliabilityMetso, John Cullen, Vice President Business Solutions


15:30 Case Study: Implementing Service Knowledge To EnhanceCustomer ServiceElekta,Martin Gilday, Vice President, Service

16:00 SOLUTIONS TAKEAWAY WORKSHOP

17:00 Conclusion Of Field Service Europe 2013

2) The Use Of Internet-Based Remote Support To ImproveCustomer Response And Decrease Service CostsCoherent, Roger Beaman, Director, European Customer Support

3) Efficiency Of Migrating To A 3PL Field Service Solution InThe European MarketKinetic Concepts, Chris Lynch, Vice President, Global Service

4) Transforming The Revenue Stream From StandardMaintenance To Delivering Service StrategicallyJohnson Controls, Brendan McNulty, Vice President & GM, BuildingEfficiency, Systems & ServiceJohnson Controls, Matt Adams, Service Director, BuildingEfficiency, Systems & Service

5) Evaluating “Chargeable” Services And Associated RevenueStreams Air Liquide, Christophe Fontaine, Vice President CustomerManagement

6) Field Service Automation: “Wind Of Change”AT&T, Meredith Powers, Senior Product Marketing Manager

7) Cloud Computing, Using Big Data And Analytics In FieldService, And Mixed Labour Channel UtilizationServicePower, Mark Duffin, Group Chief Executive Officer &President

12:45 Luncheon

Agenda-At-A-Glance...continued


Stream 1:

13:40 Case Study: How To Drive A Field Service Activity From A TypicalBusiness Into A User-Oriented OrganizationThalesRaytheonSystems, Alexis Grenier, Managing Director, CustomerService

14:25 Panel Discussion: Optimising Preventative Maintenance in FieldService OperationsGEA Air Treatment, Michel Engelen, VP After Sales & ServiceAdditional panellists to be confirmed

Stream 2:

Keynote: Anticipating Your Next Service Offerings (Before YourCustomers Do) Ricoh Europe, David Wilson, Vice President, Customer Service andSupport Division

Panel Discussion: Creating and Selling Your Value Proposition Pitney Bowes DMT Division, Roy Peters, Director of Services EuropeAdditional panellists to be confirmed

15:25 Afternoon Refreshment & Networking Break In The SolutionsZone

15:55 Presentation Reserved For TNTPresentation title and speaker to be announced

16:25 Afternoon Keynote: The Right Service Knowledge At The RightTime, With The Right Technician On The Right DeviceApplied Materials, Bernd Schneider, Senior Director FieldService Operations

16:55 GLOBAL Service Excellence Delivered LOCALLY –EurocopterHelicopter Support & Services In The UKEurocopter UK, Martin Lang, Director of Maintenance, Repair &Overhaul

17:25 Using Predictive Maintenance And Remote Diagnostics ToDecrease Costs And Drive Business RevenueDISA Industries, Ulla Tønnesen, VP Global Services

18:00 Cocktail Reception – Location To Be Announced!

5 Sponsored By:

DAY 114 October

WORKSHOP DAY3rd Party Service Provider And Distributor Engagement/Knowledge Management FocusGroups and Roundtables Sessions

Interactive WorkshopUtilising 3rd Party Service Organisations To ImproveEfficiencies In Global Field Service• Reduce and scale resources by partnering with 3rd party suppliers todeliver global field service

• Share outsourcing challenges in APAC and EMEA regions• Identify key partnering strategies in EMEA, emerging markets andAPAC

DellStephen CaulfieldExecutive Director, Global Field Services

Partnership Summit: Partnering with Service ProvidersAnd Distributors to Maximize Value

Knowledge Management Summit: Creating A KnowledgeCulture In Your Service Organisation

9:00 Concurrent Sessions – Select tracks to create individual Field Service Europe agenda

A B Interactive WorkshopRecent Developments In Service Business And How Manufacturers Utilize Remote Services To DriveRevenue Generation• The role of remote services as a revenue generator• Developing tools to segment profitable customers• Examples of successful revenue yield using remote services

Rolls RoyceMark GoodhindVP, Business Development Aviation

Interactive Workshop

ClickSoftware


C D Interactive WorkshopSelling Service That Creates VALUE (vs. ProductAttachment)• The definition of service vs. solution and the related marketing mix • Moving from “box” selling to “performance solution” selling and thecustomer value proposition

• Serving internal and external customers simultaneously ; theimportance of executive management buy-in

BiomerieuxFred BayensRegional Business Manager Service, Europe

Interactive WorkshopMaintaining Your Brand And Customer Care StrategiesUsing Third Parties• Strategies to establish and manage third party service partners • Balancing cost and performance benefits against brand impact andloss of ‘first line’ customer feedback

• The benefits and pitfalls of a third party service delivery strategy• Building trust and mutually beneficial partnerships

Manitowoc,Dave RatcliffeDirector Service Network EMEA


E F Interactive WorkshopTracking Customer Satisfaction And Changes• Identifying knowledge management tools to capture customersatisfaction in the field

• Aligning KPIs and value propositions with customer requirements andperceptions

PhilipsRokus HarderDirector Field Support and Education

8:00 Registration & Breakfast

11:00 Morning Refreshment & Networking Break

12:30 Luncheon

6 Register Today! 888.482.6012 or 646.200.7530 • [email protected] • www.FieldServiceEurope.com

Day 1...continued

Interactive WorkshopDeveloping A 3rd Party Maintenance Strategy ToImprove Your Service Operational Reach• Benefiting from the indirect distributor service revenue stream• The importance of a strong service management systems• KPIs to drive business results

Glory Global SolutionsDidier De VosService and Solutions Director, Europe

Glory Global SolutionsMichael BielamowiczGlobal Vice President Service


G H Interactive WorkshopServitisation Impact Study: How ManufacturingOrganisations Are Transforming Themselves ToCompete Through Advanced Services• How can companies compete and deliver sustained growth in bottomline revenues?

• To what extent does servitisation create longer term relationshipsbetween suppliers and customers that are built on trust and delivermore balanced and sustainable growth across an economy?

• Assessing the results of the Impact Study

Aston Business SchoolTim BainesProfessor Operations Strategy


14:45 Speed Networking Panel Discussion: Brainstorm And Share Key Learnings Of The Day Foster A Healthy Partnerships Through Mutually Beneficial GoalsThat Increase Service Margins • Integrating 3rd parties to use your knowledge management system• Training distributors on specialized knowledge• Leveraging training for internal use and 3rd party training

DellStephen CaulfieldExecutive Director, Global Field Services

EMCThomas McClureDirector Global Services TSS

15:45 Chairman’s Summary

16:00 End Of Day 1

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““I thought the event was very useful and loaded with practical, real world information. In fact, as I'm now with a

new company, I brought my entire FS Management team to expose them to the industry at large and not only

provide them educational opportunities, but to see that regardless of the industry or market, Service is a

primary business function, and we are all faced by very similar, if not the same challenges. So in this regard, it

helped them to see that some of the problems that we're seeking to address, and the solutions we're pursuing,

are not unique to just us.” - Herb Hughes, VP NA Customer Support, Carl Zeiss SMT Inc.

“"The leaders in the industry are in search of ideas. Field Service does a great job of pulling those ideas and

people together in one place." - Jason Buk, Panasonic

Sponsored By:

DAY215 October

SERVICE OPTIMISATION DAY

8:00 Conference Registration & Breakfast In TheSolutions Zone


IFSIan MappVP, Service Automation

9:00 Opening Keynote Service Operations Trends And The Use Of RemoteServices To Drive Revenue Generation

GE HealthcareJerome DescheirderChief Marketing Officer & BD Director Services Europe

9:30 Keynote PresentationThe Field Service Automation JourneyTransformation

AT&T is no stranger to field service automation and as an earlyadopter of FSA 6 years ago and is the largest field service automationdeployment in the U.S. Jim will share best practices for field serviceautomation and with with his usual expert viewpoint sprinkled withhumor, will share the journey of field service transformation

AT&T Advanced Mobility SolutionsJim HuempfnerVice-President Industry Solutions Practice

10:15 Strategies To Achieve LEAN Transformation AcrossField Service Organisations• Group alignment & choosing the areas of focus• Transactional Value Stream mapping, eliminating waste andcustomer value creation

• Define the right Targets to Improve and building an holistic actionplan

• Performing Kaizen sessions and deploying its techniques globally(Markem-Imaje : 30 countries, 800 Field service Engineers)

• Ensuring sustained change management and continuousImprovement

Markem-ImajeJack RijnenbergDirector Customer Service

10:45 Case Study

ServiceMax, speaker and topic to be confirmed

11:20 Morning Refreshment & Networking Break In TheSolutions Zone

11:45 Roundtable Discussions: 45 Minutes PerRoundtable/Choose Two Out Of Six

1) Proactive Services: Extracting Value And Sales FromConnected Systems Through Remote Services• The importance of connected instruments and key enablers forgrowth of remote diagnostics at Abbott Diagnostics

• Industry dynamics moving customer support from reactive toproactive

• Launching proactive service through an improved global networkand remote service systems and tools

• Case study on selling proactive support as a value-added service

AbbottKiran GanjiProgram Manager, Remote Services

AbbottPhilippe AmeryckxGeneral Manager, Remote Services & Support

2) The Use Of Internet-Based Remote Support To ImproveCustomer Response And Decrease Service Costs• Coherent’s approach, including tools and technology• Limitations of remote support for complex laser systems• Building remote capabilities into system design and actual gainsrealized

CoherentRoger BeamanDirector, European Customer Support

3) Efficiency Of Migrating To A 3PL Field Service Solution In TheEuropean Market

Kinetic ConceptsChris LynchVice President, Global Service

4) Transforming The Revenue Stream From StandardMaintenance To Delivering Service Strategically

Johnson ControlsBrendan McNultyVice President & GM, Building Efficiency, Systems & Service

Johnson ControlsMatt AdamsService Director, Building Efficiency, Systems & Service

5) Evaluating “Chargeable” Services And Associated RevenueStreams • Pricing services that were historically “free”• Pricing services in emerging markets • Revenue model opportunities

Air LiquideChristophe FontaineVice President Customer Management

6) Field Service Automation: “Wind of Change”“Wind of Change” interactive discussions around Field ServiceAutomation. What’s next on the horizon in features and functionalitythat can be added to a Field Service automation mobile deploymentfrom RFID, to tablets, M2M and beyond. AT&T’s Meredith Powers willmoderate this interactive discussion, along with AT&T subject matterexperts, AT&T partners and participants.

AT&TMeredith PowersSenior Product Marketing Manager

7) Cloud Computing, Using Big Data And Analytics In FieldService, And Mixed Labour Channel Utilization

ServicePowerMark DuffinGroup Chief Executive Officer & President

12:45 Luncheon

Technology to Optimise Your Service Organisation/Innovative Opportunities in SellingService as a Value to Protect And Grow Profit Margins


Day 2...continued


Stream 1: Using Remote Diagnostics For Predictive Service AndMaintenance

13:40 Case StudyHow To Drive A Field Service Activity From A TypicalBusiness Into A User-Oriented Organization• Field service engineers main objective is to solve technical issues• Their exposure to customer organization make them essential interms of image and customer satisfaction

• There are ways to improve the position of field services in terms ofcustomer satisfaction

• Details of actions that have been undertaken in Thales and ThalesRaytheon Systems

ThalesRaytheonSystemsAlexis GrenierManaging Director, Customer Service

14:25 Panel DiscussionOptimising Preventative Maintenance In Field ServiceOperations• Tools and systems to maximise preventative service revenue and value• Use of remote monitoring and services to cut costs• New technologies, including webcam glasses, that support andimprove remote service capabilities

GEA Air TreatmentMichel EngelenVice President After Sales & Service

Additional panellists to be confirmed

Stream 2: Creating Customer Value While Optimising The ServiceOrganisationChair: Aston Business School, Tim Baines, Professor OperationsStrategy

KeynoteAnticipating Your Next Service Offerings (Before YourCustomers Do) • Moving from reactive trouble shooting to proactive solutions toincrease customer value and revenue

• Uncovering customer solutions before they uncover them

Ricoh EuropeDavid WilsonVice President, Customer Service and Support Division

Panel DiscussionCreating And Selling Your Value Proposition • Elevating your services to being strategic • Enabling the service organisation to understand and communicate theservices value proposition

• Enlisting internal stakeholders to use tools and networks that createvalue

Pitney Bowes DMT DivisionRoy PetersDirector of Services Europe

Additional panellists to be confirmed

15:25 Afternoon Refreshment & Networking Break In TheSolutions Zone

15: 55 Presentation Reserved For TNT

Presentation title and speaker to be announced

16:25 Afternoon KeynoteThe Right Service Knowledge At The Right Time,With The Right Technician On The Right Device • Knowledge management tools and systems• Sharing feedback and knowledge from the field withmanufacturing to improve product development

• Using mobility solutions to foster an intelligent and equippedworkforce

Applied MaterialsBernd SchneiderSenior Director Field Service Operations

16:55 GLOBAL Service Excellence Delivered LOCALLY –Eurocopter Helicopter Support & Services In The UK• The UK Helicopter Services Market– highest global Servicedemands – provided locally

• How to deliver a local support & services concept in the aviationindustry

• Bespoken through life support- “The One Stop Shop ServiceSolution”

• Best practice –The Helicopter Service Support of the London 2012Olympic Games

Eurocopter UKMartin LangDirector of Maintenance, Repair & Overhaul

17:25 Using Predictive Maintenance And RemoteDiagnostics To Decrease Costs And Drive BusinessRevenue• Outlining the global developments in remote diagnostic andpredictive maintenance technology

• Calculating the cost savings achieved in deploying such techniquesacross your business

• Case study: implementing a predictive maintenance project atDISA Industries

DISA IndustriesUlla TønnesenVP Global Services

18:00 Cocktail Reception – Location To Be Announced!

9 Sponsored By:

DAY316 October

WORKFORCE MANAGEMENT DAY

8:00 Breakfast In The Solutions Zone


9:00 Opening Keynote

ABB Power SystemsStefan HattGroup Vice President, Global Head of Service

9:30 Industry KeynoteThe Pursuit Of 100% Perfect Service Delivery, ATarget Too Far?

Why do we settle for 95% or even 98% customer satisfactionratings? Surely, we should aim for 100%? Are we just makingexcuses when we claim it is not cost-effective or simply too hard? Ianwill explain how the combination of automation tools and a changein attitude might just be the key to outperforming your competitorsand winning in today's tough field service market.

IFSIan Mapp VP, Service Automation

10:00 Panel DiscussionEffective Planning Prior To Service Dispatch

Leveraging technology to enable effective scheduling for workforcevisibility and to enhance service capabilities

Air LiquideChristophe FontaineVice President Customer Management

Kinetic ConceptsChris Lynch Vice President, Global Service

10:30 Morning Refreshment & Networking Break In TheSolutions Zone

11:00 Roundtable Discussions: 45 Minutes Per Roundtable,Choose Two

1) Creating An Integrated Service Organisation After A MergerOr Acquisition

NCRJason ShannonDirector of Service Delivery

2) What Do Field Engineers Need To Sell Service? IdentifyThe20% Of Your Technicians That Are Sales Savvy And EducateThem On How To Sell VALUE More Efficiently

Johnson ControlsBrendan McNultyVice President & GM, Building Efficiency, Systems & Service

Johnson ControlsMatt AdamsService Director, Building Efficiency, Systems & Service

3) The Customer Experience: Effective Measurements That CanBe Integrated Into Your KPIs

PhilipsRokus HarderDirector Field Support and Education

4) Grow Your Business With Existing Customers By ManagingThe Value Proposition

XeroxOle BuusDirector, Global Document Outsourcing

12:40 Luncheon

13:40 Case StudyIntegrating Software Solutions In The Cloud• Data’s evolutions in today’s complex IT infrastructure• Enabling software through cloud solutions• Understanding cloud solutions and exploring new service concepts

Bayer HealthcareFilippo NovelloHead of Service Europe

14:25 Case Study Predictive Maintenance Initiatives That Reduce CostAnd Improve Equipment Reliability

MetsoJohn CullenVice President Business Solutions


15:30 Case StudyImplementing Service Knowledge To EnhanceCustomer Service• Efficiently harvesting and capturing your organisation’s knowledgeand expertise

• Creating a global infrastructure• Elekta’s content management through a self-governing system• Driving adoption

ElektaMartin GildayVice President, Service

16:00 SOLUTIONS TAKEAWAY WORKSHOP

This is your opportunity to brainstorm and share key takeaways fromthe 3-day forum. Based on your discussion, a list of the top tenconference learnings will be compiled which you can take back toshare with the office.

17:00 Conclusion Of Field Service Europe 2013

Preparing For Tomorrow’s Workforce: How Change Management and M&A Helps theService Organisation


About our SponsorsAT&T Inc. (NYSE:T) is a premier communications holding company. Its subsidiaries and affiliates, AT&T operating companies,are the providers of AT&T services in the United States and around the world. Among their offerings are the world's mostadvanced IP-based business communications services, the nation’s fastest 3G network and the best wireless coverageworldwide, and the nation's leading high speed Internet access and voice services.In domestic markets, AT&T is known for thedirectory publishing and advertising sales leadership of its Yellow Pages and YELLOWPAGES.COM organizations, and theAT&T brand is licensed to innovators in such fields as communications equipment. As part of their three-screen integrationstrategy, AT&T operating companies are expanding their TV entertainment offerings.In 2008, AT&T again ranked No. 1 in thetelecommunications industry on FORTUNE® magazine’s lists of the World’s Most Admired Companies and America’s MostAdmired Companies. Additional information about AT&T Inc. and the products and services provided by AT&T subsidiaries andaffiliates is available at http://www.att.com.

AirWatch is the leader in enterprise-grade mobility management and security solutions designed to simplify mobility. Morethan 7,000 customers across the world trust AirWatch to manage their most valuable assets: their mobile devices, includingthe applications, content and security requirements on those devices. From deployment through support, our highly scalablesolution provides an integrated, real-time view of an entire fleet of corporate and employee-owned Apple iOS, Android,Windows, BlackBerry and Symbian devices.As the largest MDM provider with more than 1,300 employees, 400 focused on R&D, AirWatch offers the mostcomprehensive mobility management solution providing: mobile security, device management, application management withSDK for enterprise apps, secure content management, and advanced mobile integration. With a proven track record ofdeployments larger than 100,000 devices, organizations can confidently manage every single device used across theenterprise.With AirWatch, IT professionals can fully automate device enrollment and configuration; mitigate business and legal risksassociated with enterprise mobility; streamline the management of all mobile assets, applications and content; reduce the costand effort of mobile device deployments; improve the support experience for mobile workers; enable and enforce IT securitypolicies; and increase IT and help desk efficiencies, productivity and response times.

Choice Logistics provides outsourced service parts logistics services to meet the unique challenges of mission-critical, globalservice organizations. More than 400 strategic stocking locations (SSLs) around the world provide 24/7 same-day solutionsand strategic inventory management. Choice’s customized solutions help leading companies and provide them with acompetitive advantage in today’s complex high tech marketplade. Avaya, Cisco, Dell, EMC, Fujitsu, Hitachi Data Systems andothers trust Choice as their preferred global provider of outsourced logistics. To learn more about Choice Logistics, visitwww.choicelogistics.com; call (800) 593-2108, or e-mail [email protected].

ClickSoftware is the leading provider of automated workforce management and optimization solutions for every size of fieldservice business. Our portfolio of solutions, available on demand and on premises, create business value through higher levelsof productivity, customer satisfaction and operational efficiency. Our patented concept of ‘continuous planning andscheduling’ incorporates customer demand forecasting, long and short term capacity planning, shift planning, realtimescheduling, mobility and location-based services, as well as on-going communication with the consumer on the expectedarrival time of the service resource.

The world can be a challenging place, but the important work you do can’t stop just because the conditions are harsh. Dellhas a family of ruggedised laptop solutions — from the most durable military-grade option to flexible, business-readysolutions — designed to resist spills and drops and to handle almost any situation. If you have a mission-critical job inchallenging conditions, Dell has the end-to-end solution for you.Dell rugged laptops provide both high-performance computing and enough durability to operate in the harshestenvironments and withstand the most extreme treatment.• Independently tested to MIL-STD-810G standards• Certified to IEC ingress protection ratings• Protected from drops, vibration and extreme temperatures• Sunlight-readable displays with optional resistive touch• Always connected with wireless and mobile broadband options• Available in-vehicle docking solutions• Provides a Latitude level of manageability and security• Image stability and lifecycle managementFor more information, please visit: www.dell.com/rugged. Questions? Please contact [email protected].

11 Sponsored By:

How Can You Help Service Organizations?

For the last 10 years the Field Service USA conference has been the event of choice for theworld's leading service and support executives to gain actionable takeaways and create realimprovements within their organisations. The organisers of this esteemed event introduce FieldService Europe, bringing together Europe’s leading professionals within this growing field.

Field Service 2013 research indicates that over 70% of service organizations have identified thatrevenue generation, “selling more service”, is the number one priority for them in the comingyear. In short, Optimised Service Sales has gone from ‘nice-to-have’ to ‘need-to-have’.

If your organisation helps service organisations address any of their challenges or opportunities,then you cannot afford to miss the chance to present your solutions to the most senior-levelservice executives in the industry, who will be evaluating and investing in tools and technologiesthat help optimised\ service and service sales in 2013.

Contact us today to learn how customised sponsorships can create unparalleled salesopportunities for your organisation.

Hundreds Of Strategic Service AndSupply Executives Will Gather InAmsterdam

About our Sponsors...continued

Founded in 1983, IFS has a solid heritage in the service management market; its first software application was for equipmentmaintenance. The company has developed and broadened the scope of its products to become a full suite of enterpriseapplications (extended ERP), and grown from its Swedish base to be present in approximately 60 countries.Equipment maintenance has continued to be a focus for product development throughout the company’s history and oursuccess in industries such as oil & gas, and utilities is testament to both the software features and the capability of our 2,800people to understand critical business challenges and partner with our customers to deliver solutions.Committed to field service, IFS acquired 360 Scheduling in 2010 and Metrix in 2012 and now offers unparalleled capabilities indynamic scheduling, best-of-breed and enterprise software suites – separately or fully integrated, in the field and in the office,running on-premise or in the cloud.Today, the IFS Service Automation team of service management specialists is dedicated to supporting service companiesworldwide, delivering thought leadership and deep collaboration to this ever-changing market - with innovative software tomatch.IFS is the intelligent enterprise applications choice for local and global service companies.

ServiceMax is the only complete suite of cloud-based, social and mobile field service applications. ServiceMax gives companiesunprecedented capabilities in field service to increase revenue, perfect field service delivery, and delight customers. Companiesuse ServiceMax to manage the entire field service process including scheduling, parts and contracts. Customers include largeenterprises such as Dupont, Elekta, and Electrolux, and smaller companies such as McKinley Equipment and Kinetico. For moreinformation go to www.servicemax.com.

ServicePower (AIM: SVR), is the only global company that provides a complete mobile field management platform enablingclients to utilize both employed and contracted resources, and control all elements of the job life cycle, from opportunity toexecution to analysis. We offer a range of integrated software products that are used by leading manufacturers, third partyadministration, insurance, and telecommunications companies, to schedule mixed channel resources, including employees,contractors or open market field resources.

TNT Express is one of the world’s largest express delivery companies. On a daily basis, TNT Express delivers close to one millionconsignments ranging from documents and parcels to palletised freight. The company operates road and air transportationnetworks in Europe, the Middle East and Africa, Asia-Pacific and the Americas. TNT Express made €7.3 billion in revenue in2012.


About Our Media PartnersMobile Enterprise: Wireless solutions from the C-suite to the field. Mobile Enterprise covers the full range of the mobileworkforce, from wireless infrastructure to machine-to-machine communications. Mobile Enterprise takes our readers beyondthe solutions themselves, to examine the processes and strategies involved in mobilizing your workforce, managing mobiledevices and infrastructure and ensuring a secure environment.

The FSS Group is a networking group of professionals in Field Service. They are working in the Field Service area as engineers,managers, ICT solution builders with focus on Field Services, recruiters with focus on Field Service, journalist with Focus on FieldService, entrepreneurs, etc. The main goal is to communicate with all these professionals to give the industry (Service Industry asI may call it like that) a good glance of what is going on inside Field Service. Connect customers, service suppliers, serviceprofessionals, ict people and recruiters to each other to have discussions, job opportunities, marketing / product news, etc.

The Enterprise Mobility Network brings together in one place a wealth of tools and resources to help professionals working in oraround the area of Mobile and Wireless Technology freely access the most up to date information about the sector and toconnect with a professional community that spans continents and verticals.

Field Technologies the premier resource for the optimization of your field workers, service, and assets. Field Technologiesprovides service, transportation, and public works professionals with information on technologies including field servicesoftware, mobile computing hardware, RFID, and M2M. For more information, visit www.fieldtechnologiesonline.com

The Service Council™ is an exclusive community of Services Executives representing global, industry-leading, service-centricbusinesses. The mission of The Service Council™ is to provide a platform for innovation sharing, shaping and sharpening; whereuncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders. The Service Council™presents its annual Smarter Services™ Executive Symposium in April - May. The Symposium provides an invaluable opportunityto meet and network with Services, Customer Experience and Customer Management Executives in an environment conduciveto advancing Executive relationships. For more information on The Service Council™ visit www.theservicecouncil.com. Forgeneral inquiries please submit an email to [email protected].

GoingToMeet.com is your preferred website for it is an efficient guide to the most relevant, recent global events. It links you tothe event's website, thus letting you know how you may participate (e.g. speaker, presentor, exhibitor). And a contact us menuallowing you to communicate with event organizer or GTM.

13

“"The advantage of Field Service is that you get a window into top processes, people, tools and initiatives in the

space. You have the opportunity to benchmark best practices and new ideas from a cross-industry perspective."

- Dick Frishkorn, GE Aircraft Engines

Sponsored By:

Registration InformationPricing

WBR CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY:

You may substitute delegates at any time. WBR does not provide refunds for cancellations. Anycancellations received in writing not less than eight (8) days prior to the conference, you will receive a90% credit to be used at another WBR conference which must occur within one year from the date ofissuance of such credit. An administration fee of 10% of the contract fee will be retained by WBR forall permitted cancellations. No credit will be issued for any cancellations occurring within seven (7)days (inclusive) of the conference. In the event that WBR cancels an event, delegate payments at thedate of cancellation will be credited to a future WBR event. This credit will be available for up to oneyear from the date of issuance. In the event that WBR postpones an event, delegate payments at thepostponement date will be credited towards the rescheduled date. If the delegate is unable to attendthe rescheduled event, the delegate will receive a 100% credit representing payments made towards afuture WBR event. This credit will be available for up to one year from the date of issuance. No refundswill be available for cancellations or postponements. WBR is not responsible for any loss or damage asa result of a substitution, alteration, cancellation, or postponement of an event. WBR shall assume noliability whatsoever if this event is altered, rescheduled, postponed or cancelled due to a fortuitousevent, unforeseen occurrence or any other event that renders performance of this conferenceinadvisable, illegal, impracticable or impossible. For purposes of this clause, a fortuitous event shallinclude, but shall not be limited to: an Act of God; governmental restrictions and/or regulations; waror apparent act of war; terrorism or apparent act of terrorism; disaster; civil disorder, disturbance,and/or riots; curtailment, suspension, and/or restriction on transportation facilities/means oftransportation; or any other emergency.

Solution Providers Price

3 Day Conference (14-16 October) € 2999

What Does The Field Service Price Include?

PLEASE NOTE:

• To secure your team discount, register online at or contact James Graham at +1-416-597-4770 [email protected].

• Team discounts must be booked and paid for at the same time. Team discounts do not apply tosponsoring or exhibiting companies or non-manufacturers.

• All discounts are taken off the full conference price. No two discounts or offers can be combined.

• Payment is due in full at the time of registration. Your registration will not be confirmed untilpayment is received and may be subject to cancellation

• CT Residents must add 6% Sales Tax to their registration fee

� Full Access to WBR’s Research Findings: No other companyspends as much time conducting in depth market research on each oneof their products. Our producers often have deeper insight into amarket than our sponsors or attendees due to the breadth and depthof their research. They can see shifts across an entire industry ratherthan the perspective of a single company, and our programs reflectthat depth of research unlike any others on the market

� Breakfast, lunch and refreshments on all days

� A Five Star event! Onsite survey results show that 98% of pastattendees would recommend this event to you!

� Access to our Keynote Sessions. The value of these alone isworth the price of admission. And you get full access to all otherconference sessions including case studies, panel sessions, andinteractive roundtable discussions

� Exceptional Customer Service: No other conference company isas dedicated to delivering an “experience” as we are. Whether anattendee, sponsor or speaker, our clients are handheld every step of theway, and made to feel extremely comfortable and at ease

� All networking activities including coffee breaks, lunch breaksand cocktail receptions

� Conference presentations online for future reference andknowledge sharing

� Conference guide with detailed information on all speakers,sponsors and exhibitors

� Exposure to the latest innovative solutions offered by oursponsors and exhibitors

Number in Group Discount

Groups of 2 Take 25% off the full price for each person



Manufacturers Price



Venue

Movenpick Hotel Amsterdam City CentrePiet Heinkade 11NL-1019 BR Amsterdam+31(0)20 519 12 00www.moevenpick-amsterdam.com

Field Service Europe has secured a special conference rate of EUR 159 anight for an executive single room. Please use the link provided below tomake your room reservation. Rooms are limited and are on a first come,first served basis, so make your reservations as soon as possible. Thespecial rate expires 19 August, 2013 . After this date, rooms will nolonger be available at the group rate but you can inquire with the hotelregarding general availability.

http://www.4cityhotels.com/wbrfieldserviceeurope2013.html

14

“"It was a good opportunity to network with similar

and dissimilar industries, all having the common

passion for Field Service and mobility in that space."

- Dennis Pappas, Director of International Service, Cytyc LP


Documents

THE STRATEGIC SERVICE PERFORMANCE FOR PROFESSIONALS … · 2017-05-09 · EVENT FOR CROSS-INDUSTRY EXECUTIVES Philips: Rokus Harder Director Field Support and Education, Netherlands