Kimberly Dula Manager, DMT Service Operations Knowledge Management Pitney Bowes

Field Service has been tracking the developments of knowledge management since 2006 when we saw discussions focus on preparing for an aging workforce and recruitment methods. In 2007 the topic evolved to a more strategic view by focusing on the datacapture and intellectual property preparing to retire, now in 2008 Field Service East is focusing on the systems and the processes to streamline your knowledge management data and intellectual property from your workforce. As Pitney Bowes has undergone some recent changes they’ve furthered refined and developed a knowledge management implementation to further tighten the chains between their strategic and tactical initiatives in knowledge management. Ivin leads us through the transformation and steps involved in:

• Critically timing training initiatives to support field service requirements
• Connecting customer satisfaction/delight to knowledge management
• Driving technology enabled learning to enhance employee skills
• Connecting staff competency goals to business needs

Larry Gemma CEO Gem Plumbing

What can you learn from a plumber? Well ask yourself how much time are your employees spending searching for information or double-checking that what they have is correct? How efficient is your process for letting your employees know about changes to products or processes? How do you ensure that critical processes and information aren’t lost when employees leave the organization?

If your employees aren’t able to find consistent and reliable information quickly and efficiently, the ultimate loser is the customer who must wait longer for service. This story of how to engage your front line to increase your bottom line is your tool to empowering your service organization and increasing customer satisfaction.

	Kimberly Dula Manager, DMT Service Operations Knowledge Management Pitney Bowes
	Larry Gemma CEO Gem Plumbing

In order to capture cleansed data that is reliable and consistent you must ensure a streamlined process for your numerous data sources and their guidelines for knowledge sharing and data transfer. Our panelists discuss their lesson learned in filtering their data and what they uncovered throughout the process. Key highlights include:

• Understanding the information lifecycle in your organization’s structure
• Making document authors accountable for owning and maintaining content
• Exploring practices for delivering tailored content to customers, shareholders, staff, management and partners
• Delivering service standard reporting and support compliance obligations
• Exploring the continuing challenge of convergence trends that may affect data collection in the future

Dennis Fukuyama Senior Consultant Service Strategies Corporation

This workshop discusses the importance of developing the skills and capabilities of the service team. Ben focuses on service management in particular and addresses the skills necessary to meet the specific demands of customers, subordinates, and the service business environment. Participants discuss strategies for developing the management skills necessary to run the operation efficiently, techniques for planning career development activities and review industry programs and certifications available for service management personnel.