Service Optimization Workshop Day

8:00 Continental Breakfast & Registration Continental Breakfast & Registration

Workshop AWorkshop BWorkshop C 9:00 Workshop A: Streamlining Your Field Parts Management Experience Workshop A Dennis Pappas, Sr. Director Service Operations, Hologic In this workshop Dennis shares his knowledge in effectively managing parts availability and replacement to optimize your customer’s experience in doing business with you. With the current price of managing parts and labor combined with the daily challenges of understanding how best to place stocking and depot locations based on customer segments, Dennis and his team go beyond the industry standards for availability and delivery to achieve an ultimate customer experience. Be sure to attend this session to better understand how your organization can establish a win-win relationship with your customers when it comes to parts. Workshop highlights include: Continually monitoring availability, tracking on demand by Field Tech, via 3rd party logistics sites Developing a parts catalog online that includes a picture parts list basic services online Enabling your field engineers and service managers with more knowledge including real-time parts availability that can be accessible via a portal Dennis Pappas Sr. Director Service Operations, Hologic 9:00 Workshop B: Designing Experiences That Fit The Clients’ Expectations To Improve Customer Perception Workshop B Ross Brewer, Manager Customer Contact Centers, Becton Dickinson Diagnostics Obtaining and ‘decoding’ what your customer really wants versus what you think they want is always a challenge to pinpoint and accurately forecast. In this session Ross highlights Hill-Rom’s success in: Finding out what customers think of you to proactively overcome negative customer perception Aligning your service products and offerings with your customers’ needs and expectations Continuously monitoring customer feedback to fine tune service delivery Ross Brewer Manager Customer Contact Centers, Becton Dickinson Diagnostics 9:00 Workshop C: Realizing Outsourcing Benefits By Building An Integrated Network Of Collaborative Third Party Service Providers Workshop C John Callen, Director Support Services Group, Diebold There are numerous benefits to understanding that you can’t always go it alone. Few understand this better than Diebold’s John Callen, who as of late as been spending his time building networks both here in the US and internationally. In this session John shares his lessons learned and best-practices when it comes to effective collaboration and communication with would-be partners and service providers. Key highlights include: Operational cost savings, insights and expertise third party service providers can add to your service and support operation Balancing service, cost, capacity and risk factors against your service needs to select the right third party service provider at all times Developing shared performance metrics and incentive alignment reflecting your joint business goals John Callen Director Support Services Group, Diebold

10:15 Morning Networking & Refreshment Break 10:15 Morning Networking & Refreshment Break

Workshop DWorkshop EWorkshop F 10:45 Workshop D: Mobility In The Near Future Field Enterprise: Going Beyond Status Updates To Converge Around Customers And Assets Workshop D Mike Karlskind, Vice President of Product Marketing, ClickSoftware This session will cover: Advances in Mobile technology, wireless bandwidth, and web services making NOW the perfect time to plan and execute on your company’s mobile vision. Creating a competitive advantage through collaboration between peers and across departments. Using mobility as the catalyst and enabler for aligning the entire enterprise service policies. Defining pre-requisites for tomorrow’s mobile platform to support and connect all mobile employees. Mike Karlskind Vice President of Product Marketing, ClickSoftware 10:45 Workshop E: PTC Workshop Featuring Gartner On Transforming Your Service Organization From Internally To Externally Focused Workshop E Gartner provides a four-stage service lifecycle management maturity model that outlines the journey from a reactive, product-centric company focused on service costs, to a proactive, customer-focused product and service organization. During this workshop, William McNeil, Senior Research Analyst at Gartner, will describe common challenges that companies face as they transform their service organization, especially as service moves from cost reduction focused to customer-driven focused (from stage 2 to 3). Finally, he will take you through the four stages of maturity and focus specifically on the maturity characteristics that enables companies to transform into profit and revenue generating centers. 10:45 Workshop F: Executive Workshop Hosted By Sagequest Workshop F Executive Workshop Hosted By Sagequest

12:00 Luncheon Luncheon

Workshop GWorkshop HWorkshop I 1:00 Workshop G: Social Media Within The Service Environment: Complimentary Or Risky? Workshop G In this interactive workshop Winton shares Intel’s social media practices and lessons learned. Discussion includes: Can social media be used in a service environment successfully? Is it applicable in your service organization? How can you utilize social media technologies assist to enhance communication internally? How can social media programs assist in motivating your employees? How can social media help to keep employees informed about company goals and initiatives? Is it too risky a tactic in terms of privacy and security? 1:00 Workshop H: Panel Session Creating A Change Management Plan To Effectively Execute New Processes Within Your Organization Workshop H Bob Feiner, Vice President Dell Services, Dell With current shifts in mindset and unique approaches to service keeping mind of fundamentals while introducing new processes can be the deciding factor to success of any project or implementation. Be sure to come prepared to test our panelists on how they’ve achieved success through: Selecting solutions that are tried and proven Considering and communicating the execution of that solution within your company Putting together a realistic project plan and including the appropriate stakeholders within the plan Rolling projects out to your field reps and making sure you have resources in place to support that solution or project Bob Feiner Vice President Dell Services, Dell Bob Feiner is currently Dell’s Executive Director of Global Field Services. The Global Field Services organization manages the on site network responsible for support of Dell’s warranty services across all of Dell’s products. This network has over 15,000 technicians in over 75 countries, supporting over 100 million active units in the field. Bob joined Dell in April 1999, leading the implementatio [read more] 1:00 Workshop I: Making Metrics King Workshop I How often do you have the time to stop to figure out where you are and where you want to go? Are your supervisors and managers trained on how to use quality and productivity data to coach up the team? Or are they overwhelmed and frustrated by the increased visibility of individual performance?Although the topic isn’t the sexiest, in today’s economy and changes in doing business it is very important that everyone has a plan to train mid-level supervisors and managers on how to deal with individual performance data. In this session, Weldon shares his strategies and experiences on how to ensure your team can properly quantify and analyze KPI’s and performance data.

2:15 Afternoon Networking & Refreshments Afternoon Networking & Refreshments

Workshop JWorkshop KWorkshop L 2:45 Workshop J: Shifting From Systems To After Sales Support/Engineering Focus To Drive Incremental Revenue Workshop J Eric Paulik, Vice President Global Field Operations, Axcelis Technologies How can you effectively transition from service as a cost center to a profit center in terms of after sales markets? In this session Eric shares what Axcelis has implemented to effectively manage the transition and focus of their service organization. The takeaways and lessons learned will help you answer the questions you have including: How do you effectively transition customers who are used to doing systems sales and don’t spend as much time on service/support? Will I potentially undermine the systems sales network if you are active in after sales support? What tools can I use to expedite the learning curve involved in training and ramp-up? Eric Paulik Vice President Global Field Operations, Axcelis Technologies 2:45 Workshop K: Using Innovative Analytics And Technology To Deliver Predictive Service Workshop K In this interactive workshop, Ed highlights the latest process improvements that have successfully transformed Ortho Clinical Diagnostics’ way of delivering service to their customers. Additionally based on their experience Ed explains how leading service firms are using algorithms and technology to predict the potential equipment issues before the customer experiences any downtime, and this is just one of the many key takeaways you’ll bring back to your office after attending this session, others include: Outlining the process for implementing successful predictive diagnostics into your equipment to maximize customer service. Getting buy-in across your organization and building the right team to support a predictive analytics support model. Switching your focus from break/fix to the next generation of services. 2:45 Workshop L: Panel Session Improving Your Business Processes And Tools To Optimize Training And Leadership Development Workshop L Amos Schneller, Director Customer Support, Meivators Attend this interactive panel session to ensure your service organization stays ahead of the curve by developing and identifying basic leadership characteristics that fit your service model. Discussion includes: Identifying what incorporates strong leadership Developing a skill analytics model and accelerator for first and second line support functions Developing tools to constructively communicate, motivate and criticize Exploring industry standards for safety and effectively motivating to ensure those standards are met Executing business and service case scenario testing Growing general manager expertise at senior-level responsibilities within support Amos Schneller Director Customer Support, Meivators

4:00 Conclusion Of Service Optimization Workshop Day Conclusion Of Service Optimization Workshop Day