Field Service Interactive Productivity & Process Improvement

12:00 Registration Registration

1:00 Transforming Your Service Organization’s Technology, Process and Culture To Meet Enhanced Customer Requirements Ron Zielinski, Vice President, Customer Service, Coherent This panel session provides the following takeaways for service executives looking to revamp their people, process and technology all to the benefit of customers satisfaction. Are you struggling to identify what tools are available to enhance your service delivery process? Are you interested in understanding and identifying which KPI’s other service organization use to measure issue resolution? If so, this is a must attend session where our panelists are prepared to answer these questions and more including: How does increased productivity in a service organization benefit customers? How have you streamlined the invoicing process? How do you ensure you are getting the right technician to support the resolution? How do you utilize data from your systems to improve the reliability and performance of products/systems in the Field, which in turn will have a positive impact on Customer Satisfaction? How do you use the technology available today to help your customers improve their throughput, efficiencies and productivity? Ron Zielinski Vice President, Customer Service, Coherent

1:40 Developing Comprehensive Customer Relationships To Create New Market Growth In this session Tom highlights how your service organization can leverage relationships and networks to not only deepen your reach with your existing customers but also find new opportunities to explore and delivery on customer needs. Discussion also includes: Analyzing how service and support are provided to ensure you’re delivering what the customer needs Examining the price points for service and support to guarantee a true win-win for you and your customers Monitoring customer perception to continuously enhance and proactively manage those relationships

2:20 Organizational Learning: Continuous Improvement To Increase The Efficiency Of Your Service Organization Erik Alberts, Senior Manager, Serice Operations Customer Assurance, Cisco Whether your service organization has recently merged, been acquired or simply going through personnel changes and additions embracing a cultural shift to become an organization that continuously improves is tough to tackle. In this session Erik highlights an evolutionary approach to increasing customer service through a number of organizational learning and improvement strategies. Highlights include: Using organizational learning as a tool to drive productivity and profitability Sustaining continuous improvement throughout your organization Determining the appropriate processes to handle the complexity of the businesses that are supported by your company Erik Alberts Senior Manager, Serice Operations Customer Assurance, Cisco

3:00 Coffee & Refreshment Break Coffee & Refreshment Break

3:40 Intertwining Inventory And Workflow Through Your CRM To Maximize Field Efficiency As service and support organizations become more and more reliant on CRM systems the need for increased visibility across the industry is becoming more refined and sophisticated in ability. In today’s economy you can’t afford the setbacks of starting off a large implementation or upgrade to your systems on the wrong foot. In this session Carl shares strategies include to assist you with Synchronizing your inventory metrics with your workflow charts and scheduling to meet your customers service expectations Evaluating systems and applications that can optimize your network and aggregate inventory at any given time Exploring whether to purchase off-the-shelf or to design homegrown potential upgrades to existing platforms Capturing performance data to ensure to productivity and the impact on your field efficiency

4:20 Ensuring Continuous Improvement Through The Implementation Of Next Generation Service Principles Integrating appropriate technology in your service platform and offerings that focuses on continuous improvement is often overlooked and the value often underestimated. In this session Bill shares how you can effectively benchmark your service model while at the same time discover and implement the different models and best practice processes and strategies in the market place, including: Integrating appropriate technology into your offering which focuses on continuous improvement from your current service model Ensuring that your senior management understands, can utilize and receives value from your new technology Effectively measuring improvements and acting on quantifiable data Maintaining the right kind of attitudes in serving customers

5:00 End Of Productivity & Process Improvement Workshop Day End Of Productivity & Process Improvement Workshop Day