Service Optimization Workshop Day

We are currently developing the program for Field Service 2013. As a courtesy, we’re providing our most recent Field Service Agenda. Request an outline for the 2013 Agenda! Email us at fieldservice@wbresearch.com

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, Senior Director, Service Operations, Hologic Inc.

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

Senior Director, Service Operations, Hologic Inc.

Dennis Pappas joined Hologic in 2000 and currently holds the position of Senior Director of Service Operations, responsible for service operations for Hologic’s global customer community. Pappas has served in customer and field services organizations for over fifteen years, and brings over a decade of management experience to Hologic, where he has been instrumental in establishing one of the most [read more]

9:00 Workshop B: Designing Experiences That Fit The Clients’ Expectations To Improve Customer Perception

Workshop B

Ross Brewer, Executive Director Field Service, Hill-Rom

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

Executive Director Field Service, Hill-Rom

Ross Brewer is the Executive Director of Rental Order Management and IT at the Hill-Rom Company. The group is responsible for providing service and maintenance for Hill-Rom’s rental and capital product service offerings as well as ensuring accurate billing and invoicing. During his career with Hill-Rom, Ross has held many leadership positions such as Manager of Hill-Rom’s Technical Support departm [read more]

9:00 Workshop C: Realizing Outsourcing Benefits By Building An Integrated Network Of Collaborative Third Party Service Providers

Workshop C

John Callen, Director of Service Operations, Planning & Support, 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 of Service Operations, Planning & Support, Diebold

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 Service Optimization Strategies, 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 Service Optimization Strategies, ClickSoftware

Mike Karlskind has been working with service organizations for more than 15 years across industries and the world to streamline processes and optimize service decisions – essentially helping businesses break down walls that exist in their organization. As Vice President of Service Optimization Strategies, his experience is a collection of lessons from companies in computer services, utilities, tel [read more]

10:45 Workshop E: PTC Workshop Featuring Gartner On Transforming Your Service Organization From Internally To Externally Focused

Workshop E

William McNeill, Senior Research Analyst, Gartner

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.

William McNeill

Senior Research Analyst, Gartner

William McNeill is a senior research analyst in the Gartner Supply Chain Research group, formerly AMR Research. As a research analyst, Mr. McNeill is responsible for researching, analyzing, and writing on business and software trends in service life cycle management, which includes the broad topics of service discovery, service fulfillment and service knowledge appli [read more]

12:00 Luncheon

Luncheon

Workshop GWorkshop HWorkshop I

1:00 Workshop G: Social Media Within The Service Environment: Complimentary Or Risky?

Workshop G

Winton Adcock, Program Manager Social Media and Customer Channel for Technical Support, Intel

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?

Winton Adcock

Program Manager Social Media and Customer Channel for Technical Support, Intel

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
Erik Alberts, Senior Manager Service Operations Customer Assurance, Cisco

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]

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]

1:00 Workshop I: Making Metrics King

Workshop I

Weldon Feightner, Vice President Regional Operations, Knology Inc.

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.

Weldon Feightner

Vice President Regional Operations, Knology Inc.

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?

Eric Paulik

Vice President Global Field Operations , Axcelis Technologies

Eric Paulik joined Axcelis in 1984 and currently holds the position of Vice President Global Service Solutions, responsible for service operations for Axcelis global service community with 30 offices in 12 countries . Paulik has served field services organizations for over thirty years. Since assuming responsibility of Global Service over nine years ago at Axcelis, he has been instrumental in esta [read more]

2:45 Workshop K: Using Innovative Analytics And Technology To Deliver Predictive Service

Workshop K

Ed Bonefont, Worldwide Director, Support Services, Ortho Clinical Diagnostics

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.

Ed Bonefont

Worldwide Director, Support Services, Ortho Clinical Diagnostics

Ed is a corporate service professional with a seasoned background consisting of broad national and international experience. His depth of knowledge was attained by working in diverse functions (including P&L) within world-class Fortune 100 companies. His roles in leadership positions include Manufacturing, Global Sourcing, Project Management, Quality, HR, Marketing, Sales, and Serv [read more]

2:45 Workshop L: Panel Session Improving Your Business Processes And Tools To Optimize Training And Leadership Development

Workshop L

Amos Schneller, Director of Customer Support, Minntech
Andrew Stitzinger, Vice President US Service, Mar Cor Purification
James Jernigan, Director of National Field Service, Training & Technology, TriMedx

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 of Customer Support, Minntech

For the past 25 years Amos has enjoyed a successful career in International Technology and Customer Support Management. He has created and developed Infrastructures of Operations including: Systems Design, Programming, Installation and Integration in the countries of Europe, Israel, and the United States. Some of his most notable experiences have been in helping multiple companies establish an int [read more]

Andrew Stitzinger

Vice President US Service, Mar Cor Purification

James Jernigan

Director of National Field Service, Training & Technology, TriMedx

James Jernigan has more than 15 years of experience in clinical engineering and is the director of national field service, training and technology for TriMedx, Indianapolis, a medical equipment management company and consulting firm. TriMedx has helped 500+ healthcare providers reduce expenses, increase patient throughput and drive profitability through innovative management programs centered on m [read more]

4:00 Conclusion Of Service Optimization Workshop Day

Conclusion Of Service Optimization Workshop Day






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Service Optimization Workshop Day

Dennis Pappas Senior Director, Service Operations, Hologic Inc.

Ross Brewer Executive Director Field Service, Hill-Rom

John Callen Director of Service Operations, Planning & Support, Diebold

Mike Karlskind Vice President of Service Optimization Strategies, ClickSoftware

William McNeill Senior Research Analyst, Gartner

Winton Adcock Program Manager Social Media and Customer Channel for Technical Support, Intel

Bob Feiner Vice President Dell Services, Dell

Erik Alberts Senior Manager Service Operations Customer Assurance, Cisco

Weldon Feightner Vice President Regional Operations, Knology Inc.

Eric Paulik Vice President Global Field Operations , Axcelis Technologies

Ed Bonefont Worldwide Director, Support Services, Ortho Clinical Diagnostics

Amos Schneller Director of Customer Support, Minntech

Andrew Stitzinger Vice President US Service, Mar Cor Purification

James Jernigan Director of National Field Service, Training & Technology, TriMedx