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Field Service East
September 24 - 26, 2012
Grand Hyatt Atlanta Buckhead, GA

Field Service Interactive Productivity & Process Improvement

Workshop Day - Tuesday, October 18, 2011

Make the most of your Field Service Interactive experience by joining these sessions that are specifically focused on improving your service organizations productivity and processes. Discuss key strategies from developing new market growth to technology improvements. The roundtable discussions ensure that you get the opportunity to engage in the conversation and gain feedback that is relevant to YOU.
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
Lanny Schindelmeiser, Director Customer Response Team, Bombardier Aerospace Business Aircraft
Brian Lucyk, Vice President Central Operations , Pendum LLC
Gopalakrishnan VK , Vice President and Global Practice Leader, Genpact
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

Ron Zielinski
Vice President Customer Service, Coherent

Ron Zielinski is a leader in customer support services with more than 20 years of designing and implementing capital equipment support and customer service programs. He believes that enabling the success of your customers today enables the success of your business tomorrow. Ron earned a BSEET from DeVry Institute of Technology in 1985. He leads a global service operation for a market-leading organ [read more]
Coherent
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Lanny Schindelmeiser
Director Customer Response Team, Bombardier Aerospace Business Aircraft

Lanny Schindelmeiser, Director of the Customer Response Team, Bombardier Business Aircraft, joined the company 5 years ago and has been in Aviation for over 24 years. His team of over 140 aviation professionals are responsible for providing world class technical support, rapid response time and flawless execution of AOG and non- AOG events for all of their Business Aircraft customers. His Team of [read more]
Bombardier
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Brian Lucyk
Vice President Central Operations , Pendum LLC

With over 10 years of technology focused service experience, Brian Lucyk has extensive operations, quality and finance background. He brings a wealth of best practices with a strong focus on remote technical support, logistics, repair and field workflow management. In his current role as the Vice President of Central Operations for Pendum, Brian is accountable for all of the central operations act [read more]
Pendum LLC
14253_004_Genpact_FieldServiceInteractive

Gopalakrishnan VK
Vice President and Global Practice Leader, Genpact

Gopalakrishnan VK (Gopal) is the global practice leader and vice president for After Market Services (AMS) at Genpact, a global leader in business process and technology management. He is responsible for the business strategy, P&L and business development for the AMS practice. Gopal has over 17 years experience across various management and advisory r [read more]

14253_004_Genpact
1:40 Developing Comprehensive Customer Relationships To Create New Market Growth
Thomas Schlick, Vice President Global Services,, ACCO Brands
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
Thomas Schlick

Thomas Schlick
Vice President Global Services,, ACCO Brands

Tom Schlick has an extensive career in the services industry in many leadership roles with companies including General Electric, Emerson Process Management, Datacard Group, and XATA Corporation. He is currently the VP, Global Services for ACCO Brands, a multi-billion dollar global market leader in Office products/solutions. Tom has lead large global Service teams of over 600 people and has been in [read more]
ACCO Brands
2:20 Organizational Learning: Continuous Improvement To Increase The Efficiency Of Your Service Organization
Erik Alberts, Senior Manager, Service 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

Erik Alberts
Senior Manager, Service Operations Customer Assurance, Cisco

Erik is a business executive with a solid background in services, operations, logistics, and financial management. With more than 14 years in high tech industry, the scope of his current and previous roles include leading global teams, managing service and logistics operations, leading global productivity initiatives, as well as delivery of services to customers in North America, Europe, and Emerg [read more]
Cisco
3:00 Coffee & Refreshment Break
Coffee & Refreshment Break
3:40 Intertwining Inventory And Workflow Through Your CRM To Maximize Field Efficiency
Carl Decoste, Vice President Customer Services, Philips Medical Systems of Canada 
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
Carl Decoste

Carl Decoste
Vice President Customer Services, Philips Medical Systems of Canada 
Philips
4:20 Ensuring Continuous Improvement Through The Implementation Of Next Generation Service Principles
Bill Checkley, Vice President Services Canada, Pitney Bowes
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
speaker_default

Bill Checkley
Vice President Services Canada, Pitney Bowes
5:00 End Of Productivity & Process Improvement Workshop Day
End Of Productivity & Process Improvement Workshop Day
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