Main Conference Day Two

7:45 Continental Breakfast & Registration Continental Breakfast & Registration

8:30 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

8:45 Effectively Utilizing Net Promoter Score In Your Service Organization Jim Greaney, Vice President, World Wide Customer Excellence, Siemens Medical Solutions USA, Inc. Siemens Healthcare was recently ranked No. 1 in service repair quality and service response time and received top vendor rankings in multiple imaging fields, including computed tomography (CT), positron emission tomography, computed tomography (PET/CT), and radiology information systems (RIS) according to a Quarterly User Satisfaction Report. Siemens Healthcare is one of the world’s largest suppliers to the healthcare industry. The company is a renowned medical solutions provider with core competence and innovative strength in diagnostic and therapeutic technologies as well as in knowledge engineering, but how do they manage and achieve excellent performance results and maintain the highest levels of customer satisfaction? Be sure to attend this session to discover how you can transform your customer’s perception of your service as Jim shares his lessons learned in: Exploring industry tools and methods for measurement and utilization Understanding the impact of each on your business The value of using NPS in service organizations Enhancing the customer interface routing to the right expert the first time Developing and tracking new KPIs for overall resolution time for corrective maintenance Jim Greaney Vice President, World Wide Customer Excellence, Siemens Medical Solutions USA, Inc. Jim Greaney is the Vice President of World Wide Customer Excellence for the Siemens Healthcare Organization. In this role Mr. Greaney is responsible for orchestrating efforts to increase customer satisfaction and loyalty by enhancing the customer experience in country and headquarter customer-facing roles through communication excellence and customer-centric behaviors so they become fundamental wi [read more]

9:25 Assuring First-Rate Customer Service By Incentivizing Your Employees And By Effectively Measuring Customer Satisfaction David Bisciotti, Vice President Americas Field Operations Worldwide Particle Therapy Service, Varian Medical Systems n this session Dave shares his insights on how he has implemented a cyclical process at Varian to track progress and close gaps with their service delivery processes. Dave has discovered at Varian that with the right amount of employee morale combined with a consistent method to track performance and customer satisfaction that the rewards are soon to follow. Attend this session to discover new practices in: Identifying ways to measure customer satisfaction; methodology, analysis, and reporting Incentivizing employees as part of their bonus structure via competitions and other means Continually reviewing the employee incentive/customer satisfaction process to ensure long-term effectiveness and customer retention David Bisciotti Vice President Americas Field Operations Worldwide Particle Therapy Service, Varian Medical Systems With over 35 years experience in the Electronics industry, 25 in Radiation Oncology, I began my career with the US Air Force, where my responsibilities included the maintenance of Air Traffic Control Radar systems at various locations throughout the world. From there, I held several different engineering positions including MRI field service engineer, Radar Systems engineer with the Federal Aviati [read more]

10:05 The Perfect Storm For Medical Imaging Device Service: The Convergence Of Reductions In Reimbursement, Mandated Accreditation, And Maximum Imaging Asset Utilization – A New Field Service Paradigm Wayne Moore, President & CEO, Acertara Acoustic Labs Modern technologically intensive medical imaging systems such as MRI, CT, Nuclear Medicine, and PET have been the focus of sweeping changes in end user accreditation as part of the Medicare Improvements for Patients and Providers Act (MIPPA) scheduled to take effect in January 2012. The requirement for providers of outpatient advanced diagnostic imaging services to be accredited by a CMS designated body in order to receive Medicare reimbursement has sharpened the focus of providers throughout the healthcare system on the need to integrate more quality assurance subject matter expertise from the OEM service organizations into their daily operations. Further, with overall reductions in medical imaging reimbursement the need for “zero” downtime has become more pronounced than ever. This presentation focuses on the “perfect storm” of this new service paradigm offers guidance on how to prepare your organization to comply with, and leverage the new and coming requirements to increase service contract capture rates. Key takeaways include: Understanding the key issues and increasing challenges your customer will be facing in 2012 and beyond Preparing your service organization to incorporate an informed and proactive approach in supporting the customer in their compliance and patient-centric outcomes-based quality efforts Leveraging various technological approaches to enhance proactive service capabilities, including remote monitoring with novel sensor technology How to demonstrate objective evidence to the customer of the value of proactive service techniques and thereby enhance service contract capture rates The role of 3rd party service providers in the new paradigm Wayne Moore President & CEO, Acertara Acoustic Labs President and CEO of Acertara Acoustic Laboratories. A twenty five + year veteran of the diagnostic medical imaging market Wayne has held various senior level positions with major medical imaging equipment manufacturers, including Honeywell Medical Systems and Siemens Medical Solutions. Wayne has been directly involved in the development and commercialization of more than 15 technologically intens [read more]

10:45 Morning Coffee & Refreshment Break In The Solutions Zone Morning Coffee & Refreshment Break In The Solutions Zone

11:25 Panel Session: Improving The Customer Experience Through Your Technical Assistance Center On And Off Site Tom Buckley, Director Global Technical Service, American Medical Systems Richard Louie , Manager Field Service, McKesson Ed Russell, Head of Global Services, Life Technologies If you have responsibility in either a technical assistance center or contact center with either internal or external customers, or both, this session is for you. Be prepared to walk-away with industry specific insights into how to best manage and operate a technical assistance center while providing around the clock support. Exploring homegrown internal processes that fit into the paradigm of your customer profile and utilizing those for external support Utilizing resources centralized in technical support and engineering to set up adhoc services Developing effective methodologies for future decision making and process improvements Tom Buckley Director Global Technical Service, American Medical Systems Richard Louie Manager Field Service, McKesson Ed Russell Head of Global Services, Life Technologies Ed is currently responsible for Life Technologies Global Services organization. Prior to this role, he was President and General Manager of Life Technologies Japan, where he led the successful re-building and performance turnaround of that business. Before joining Life Technologies in 2005, Ed held a variety of management and leadership positions at Toyota/Lexus, Exxon/Mobil and FedExKinko's. Ed h [read more]

12:05 Lunch For All Attendees Lunch For All Attendees

1:05 Panel Session: Effectively Utilizing e-Services & On-Demand Solutions For Maximum Services And Support Scott Berg, VP Sales, ServiceMax Richard Louie , Manager Field Service, McKesson e-Services have come a long way in terms of development and utilization for service organizations. Its cost effective, increases productivity and increases customer satisfaction tremendously. Be prepared to discuss how you and your organization: Effectively extend services portal to customers Developed a complete suite of e-Services Web collaboration Email support Capturing customer feedback and providing an online forum for internal and external reporting   Scott Berg VP Sales, ServiceMax Prior to joining ServiceMax, Scott was a Regional Sales Manager at SuccessFactors. He was hired as one of the original team members to form SuccessFactors first industry vertical team, focused on the healthcare market. Scott also held a variety of senior management positions at Extensity Inc., including Business Development, Professional Services, Marketing and Sales Development. For 3 years, he s [read more] Richard Louie Manager Field Service, McKesson

1:45 Field Service Medical Interactive Roundtables Imagine gaining access to the industries brightest minds and innovators in service and support. Now imagine sitting down at a private table discussing your latest challenges and initiatives that these executives have personally tackled. Opportunities to sit, learn and benchmark from executives like these do not exist elsewhere for service and support executives in the medical device and equipment industries. Be sure to join these one-of-a-kind interactive roundtable sessions, and take a deep dive into the specific areas you came to discuss. From people, processes and technology advancements these roundtables have it all. Please note: each roundtable session will run approximately 30 minutes, followed by a rotation to the next table to ensure everyone gets to discuss and visit each topic that’s relevant for their service business.

3:00 Conclusion Of Field Service Medical No session description available.