Aerospace Focus Day

8:00 Continental Breakfast & Registration Continental Breakfast & Registration

8:45 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

9:00 Taking The Complexity Out Of Data Management - Translating Effective Decision Making Vic Malhotra, Head of Defence Sector Deployed Services Defense – Americas, Rolls-Royce With the amount of complexity of data points that are consistently monitored and tracked for airplane health and understanding, how to identify opportunities relative to customer satisfaction can be incredibly challenging. In the session, Vic describes how you can utilize transactional data from your customers effectively and increase your business development opportunities within service. Additional highlights include: Putting data into a platform where leadership can take action upon it across the organization Keeping the quality of your products high through enhanced business intelligence Gaining customer insights for obsolete products/parts to develop a more competitive service offering Helping your customers gain efficiencies with visibility into their problem set Vic Malhotra Head of Defence Sector Deployed Services Defense – Americas, Rolls-Royce

9:40 The Service Lifecycle: The Importance Of Service In Your Company’s Overall Growth Strategy Mel Drummond, Vice President Product Support and Services, Eaton Aerospace With the demands on service organizations to maximize revenue and maintain costs, it’s increasingly vital to identify growth opportunities and cycles as they relate to generating a strong support organization for your business. In this session, Mel Drummond shares key insights into evaluating where you are in the lifecycle of service as it relates to growth and shares strategies to determine the overall long-terms goals of your service organization to sustain overall growth for your company. Mel Drummond Vice President Product Support and Services, Eaton Aerospace Drummond is the Global Service Operations Director, and formerly the Director of Product Support & Services, and also held the position of Division General Manager for Aerospace Engineered Sensors. He previously worked 27 years for Honeywell in multiple management positions. His assignments included OEM Operational Director, Product Lines Manager, Director of Global Sales/Marketing [read more]

10:20 Morning Networking & Refreshment Break In The Solutions Zone Morning Networking & Refreshment Break In The Solutions Zone

10:50 Case Study: Optimizing Data, Intelligent Services And Predictive Maintenance At GE Aviation Dick Frishkorn, Director Global Commercial Field Service, GE Aviation It is the manufacture’s privilege to have operating condition information from their installed base of equipment. In many cases, it’s the rich equipment operating condition information that enables manufactures to improve their products. A connected services strategy combined with intelligent services empowers the manufacturer to play an active role in optimizing equipment performance, which significantly increases the probability that customer will achieve their business goals. Learn how data, intelligent services and predictive maintenance is being leveraged at GE Aviation to drive successful partnerships between them and their customers. Highlights include: Meshing installed base equipment data with manufacture knowledge and expertise to yield optimization opportunities How customer innovation drives a manufacturers focus on areas of development that benefit both parties Understanding customer specific applications require application specific service strategies Extended life cycles, reduced total cost of ownership, and optimal overall equipment effectiveness can only be proven through comparing operating condition data with target results Dick Frishkorn Director Global Commercial Field Service, GE Aviation Dick Frishkorn is the Managing Director of the GE Aviation, Global Customer Field Support (GCFS) Group, which consists of Field Service Engineering, the GE Aviation Customer Support Center (CSC), and the GE Aviation Fleet Data Management Center (FDMC). The GCFS Group has field service engineers deployed around the world, covering 42 countries and 120 locations. The CSC provides 24x7 support to com [read more]

11:30 Planning Services Capacity Effectively: Taking Uncertainty Out Of Your Technicians Schedule Lynn Fraga, General Manager Customer Service Operations, Pratt & Whitney With the global economy at risk of default its increasingly more difficult and risky when determining how far in advance you’ll be planning for services based on the current needs of your service organization. Pratt & Whitney has recently undergone significant changes and has managed to create a successful growth plan and schedule of work for its technicians. Be sure to attend as Lynn shares key strategies in: Identifying when to source labor, set pricing, vacations (local level) Tackling the challenges of today planning Who should take what jobs Where do they need to be and what skills are needed Right-sizing the compensation and cost of your future service personnel Migrating your customers from a break/fix mindset to a preventative one Lynn Fraga General Manager Customer Service Operations, Pratt & Whitney

12:10 Luncheon Luncheon

1:10 Reducing The Number Of Onsite Visits Through Remote Problem Resolution Vince Oakley, Director Field Engineering and Services, Northrup Grumman In this innovative session, Vince demonstrates how Northrup Grumman has developed a service model to significantly reduce costs and increase customer service at the same time. Key takeaways include: Effectively scheduling and balancing your install base and sales forecast for services Balancing these projects with a limited resource pool Helping customers help themselves with self-diagnosis to alleviate troubleshooting Optimizing first-tier and technical assistance center support Ensuring faster fixes and reducing cost per product for your customers Continually monitoring and pushing updates to your devices to be more preventative with maintenance Vince Oakley Director Field Engineering and Services, Northrup Grumman

1:50 Go Global, Go Social, Act Local Susan Miller, Director Marketing, Crane Aerospace In this session, Susan shares Crane’s success in deepening customer engagement and intimacy to better align with their customers' business and future direction. Insight and successful strategies in this regard can make the difference from putting your service organization on the map and ahead of the rest. Be sure to attend to hear more about Crane’s recently adopted market expansion and customer alignment philosophy. Additional highlights include: Adopting a localized service and support model to Demonstrate Long Term Commitment and Support of Our Customers' Goals (example China) Leveraging social media, targeted trade shows and localized branding to reach our customers in new and relevant ways for them Susan Miller Director Marketing, Crane Aerospace

2:30 Aerospace Roundtable Discussions Unlike any other manufacturing sector the Aerospace Industry has its own processes and procedures. It has its own technologies and tactics. Join us for this completely unique and brand new workshop, totally focused on the aerospace industry, by the aerospace industry, and exclusively at Field Service 2012. Nowhere else will aerospace service and support executives get a chance like this in North America…Do not miss out!

3:30 Conclusion Of Field Service 2012 Conclusion Of Field Service 2012