Main Conference • Day One • Tuesday, June 10, 2008
| 7:30 |
Continental Breakfast, Conference Registration & Opportunity To Network In The Solutions Zone
Sponsored By:
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| 8:30 |
Welcome Remarks
Beth Kuntz, Executive Director, Interlog Summer 2008 |
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| 8:35 |
Chairperson’s Opening Address
Eric Hinkle, CEO, Servigistics |
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| 8:50 |
CASE STUDY: Decreasing Cost – Improving Support: Overcoming The Ultimate Paradox
Rusty Walther, Senior Vice President, Global Support, Network Appliance
| *Followed by Interactive Solutions-Defining Breakout Discussion |
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| 9:35 |
Improving Your Aftermarket Business In 2008 By Benchmarking Yourself Against The Competition
Craig M. Simon, President, Americas, FedEx Global Supply Chain Services, FedEx
| *Interactive Polling Session |
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| 10:10 |
CASE STUDY: Establishing Successful Relationships With Your Solutions Providers From Measurements To Outcomes To Improve Your Aftermarket Operations
Carl Cameron, Director of Procurement, World Repair Parts Center – Americas, Sony Electronics Inc.
Executive, New Breed Logistics
| DID YOU KNOW?: The word Sony originates from the Latin word "sonus" meaning sounds and "sonny", American slang for a hip youngster. |
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| 10:45 |
Coffee, Refreshments & Networking Break In The Solutions Zone |
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| 11:15 |
Interactive Roundtable Discussions
Hosted by: Steve M. Guthrie, Senior Vice President, Global Sales & Marketing, Flash Global Logistics
Topic #1: Assessing And Implementing Cutting Edge Technologies And Phone Integration To Enhance Your Customer Service Operations
John W. Resnik, Jr., Director of Customer Care, Datamax
Topic #2: Building Effective Repair Operations In Emerging Markets To Profit In Lower Cost Environments
Douglas Brown, Director of Service Management, Kyocera Wireless
Topic #3: Implementing A Lean Reverse Supply Chain To Reduce Warranty Management Cost
Topic #4: Maintaining And Growing Your Customer Base In The Face Of Product Commoditization: Identifying Threats And Opportunities
Roy Steele, President, RoShar Associates, LLC
Topic #5: Best Practices To Effectively Service Customers In Remote Locations
David Bertsch, Senior Supply Chain Manager, Juniper Networks
Topic #6: Best Practices In Managing Compliance And Trade Regulations To Ensure A Seamless Service Supply Chain
Carl Cameron, Director of Procurement, World Repair Parts Center - Americas, Sony Electronics Inc.
Topic #7: Strategies To Protect Yourself From 3rd Party Infringement To Safeguard Your Parts Sales Through Bundled Product Offerings
Susan Pawlisheck, Director GSS, Sales & Marketing, Axcelis Tech
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| 11:15 |
VP Think Tank – By Invitation Only
This is an invitation only session. If you wish to nominate your VP or senior management colleague, please email interlog@wbresearch.com for sponsorship opportunities, invitation details and qualifications.
Innovation Forum: Examining Trends In The Aftermarket: What Is Your Organization Doing To Increase Market Share?
Dan Gilbert, Vice President, Worldwide Reverse Logistics, Cisco Systems
Rusty Walther, Senior Vice President, Global Support, Network Appliance
Tom Sunseri, Vice President/GM Service Supply Chain Operations, Unisys
Sean McNamara, Vice President Operations Support, Nikon Precision Inc.
Mel Drummond, Vice President, Product Support and Services, Eaton Aerospace |
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| 12:45 |
Luncheon For All Delegates
Sponsored By
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CONCURRENT TRACKS |
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Track A: Reverse Logistics: Warranty, Returns & Repair Management |
Track B: Customer Service & Product Support |
| 1:45 |
Chairperson’s Opening Address
Emily G. Rodriguez, Senior Consultant, The Results Group |
Chairperson’s Opening Address
Executive, UPS |
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| 1:55 |
PANEL: Enhancing Customer Service Through Reverse Logistics
Antony Francis, Vice President/GM OEM Services, ATC Logistics & Electronics
*ATC L&E to be joined with more panelists for an interactive discussion |
PANEL: Implementing Effective Service Knowledge Management Processes To Drive Service Supply Chain Integration And Maximize Your Aftermarket Operations
Mike Landry, Founder and CTO, Servigistics |
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| 2:35 |
CASE STUDY: Simplifying Warranty Management And Recovery To Make It A Win-Win For You And Your Customers
Terry Hawkins, General Manager for Warranty Management and Risk, GE Consumer and Industrial |
CASE STUDY: Improving Customer Relations And Controlling Costs Through Self Service Strategies
Steve Blaz, Vice President Global Service Operations, Juniper Networks |
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| 3:10 |
Afternoon Networking & Refreshment Break In The Solutions Zone |
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| 3:40 |
PANEL: Improving The Velocity Of Your Asset Recovery Process With Your Solutions Providers
Bruce Shadmehri, Senior Director of Support Operation, Network Appliance
Douglas Brown, Director of Service Management, Kyocera Wireless
William A Kenney Jr., EVP Business Development, OnProcess Technology
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CASE STUDY: Improving Product Support And Generating Opportunities Through Cisco’s Smart Services Program
Jim McDonnell, Senior Director, Services Technology, Cisco Systems
| DID YOU KNOW?: Cisco has made over 120 acquisitions since 1993, a key factor in the substantial growth & success of this hi-tech giant. The name Cisco is not an acronym - it is short for San Francisco! |
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| 4:20 |
CASE STUDY: Exploring Internal And External Solutions To Reduce The Cost Of “No Trouble Found” Returns
Larry Maye, Executive, Reverse Logistics
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CASE STUDY: Effectively Utilizing Technology To Reduce Customer Downtime And Increase Profits
Hussein Mukaled, Senior Director of Supply Chain, Nikon Precision Inc.
| DID YOU KNOW?: Nikon developed the world's first production-worthy step-and-repeat photolithography took in 1980. |
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| 3:40 |
VP Think Tank Continued
VP Think Tank Ideas XChange Key Discussion Topics:
- Managing Organizational Change While Ensuring Seamless Product Support & Service
- Collaborating From The Back-End Of The Supply Chain To The Front End To Ensure Environmental Compliance
- Maintain Productivity & Push Efficiencies In A Shrinking Aftermarket
Discussion Moderators:
Steve Blaz, Vice President Global Service Operations, Juniper Networks
Mark S. Servidio,VP – Logistics & Environmental Supply Chain Planning, Sharp Electronics Corporation
Sean McNamara, Vice President Operations Support, Nikon Precision Inc. |
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| 5:00 |
Interlog Summer 2008 Sports Bar Reception
After an intense afternoon of hearing solutions to some of your biggest challenges, relax and have a drink while networking with the other attendees and thought leaders! |
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| 6:30 |
End Of Day One
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Main Conference • Day Two • Wednesday, June 11, 2008
| 8:00 |
Continental Breakfast, Conference Registration & Opportunity To Network In The Solutions Zone
Sponsored By
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| 8:45 |
Chairperson’s Opening Address
Christopher Gant, WWS Sales Director, FedEx |
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| 9:00 |
Redefining Service Innovation: Igniting The Customers’ Experience For Bottom-Line Impact
Chip Bell, Founder & Manager, The Chip Bell Group |
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| 10:00 |
CASE STUDY: The Many Forms Of Prevention: Reducing Costs While Delivering Better Customer Service
Bernie Schaeffer, Corporate Vice President, Global Repair & Reverse Logistics, Integrated Supply Chain, Motorola, Inc. |
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| 10:35 |
Coffee, Refreshments & Networking Break In The Solutions Zone |
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| 11:05 |
Promoting An Environmental Supply Chain – The Role of CSR & US EPA SmartWay Transport Program
Mark S. Servidio, VP – Logistics & Environmental Supply Chain Planning, Sharp Electronics Corporation |
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| 11:40 |
CASE STUDY: Extending Supply Chain Collaboration To Drive Profitable Growth
Dan Gilbert, Vice President, Supply Chain Operations, Cisco |
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| 12:15 |
PANEL: Identifying Your Infrastructure Needs To Develop A Scalable Globalization Strategy
Kevin Wrenn, Senior Vice President of PC Business & Operations, Fujitsu Computer Systems Corp
Egbert Clarke, Global Practice Leader, Nortel NSS, Nortel Networks |
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| 12:55 |
Luncheon For All Delegates |
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CONCURRENT TRACKS |
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Track A: Outsourcing & Off-Shoring |
Track B: Aftermarket Supply Chain Integration And Execution |
| 1:55 |
Chairperson’s Opening Address |
Chairperson’s Opening Address |
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| 2:05 |
Generating Efficiencies In Your Outsourcing And Off-Shoring Operations And Protecting Your Intellectual Property By Reducing The Use Of Paper In Product Support
Michael Morel, Director, Vertical and Solutions Marketing – Manufacturing, Adobe Systems |
Theory To Reality: A Case Study In Executing A Best In Class Service Parts Logistics Supply Chain
Tim Geiken, Vice President Sales and Marketing, RedPack Logistics |
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| 2:40 |
PANEL: Determining Best Opportunities To Off-Shore Business Processes To Lower Cost Markets To Increase Your Profitability
Andrew King, Partner, WebSan Solutions Inc.
Tom Sunseri, Vice President/GM Service Supply Chain Operations, Unisys
Ron DuRoss, Director Manufacturing Operations, KLA-Tencor Corporation |
CASE STUDY: The Service Enabled Customer Experience: Inside Sharp Electronics’ AQUOS Advantage Program
Charles T. Schaefer, Senior Vice President, Group General Manager, Services & Solutions Group, Sharp Electronics Corporation |
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| 3:20 |
Afternoon Networking & Refreshment Break In The Solutions Zone |
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| 3:50 |
PANEL: Managing Returns And Repairs With Outsourced Partners To Reduce Lead Times And Optimize The Service Supply Chain
Bruce Shadmehri, Senior Director of Support Operation, Network Appliance
Larry Maye, Reverse Logistics Executive |
CASE STUDY: Guaranteeing Timely And Accurate Service Delivery By Effectively Utilizing Meaningful Benchmarks
Timothy Saur, PhD, CPA, CMA, Vice President of Finance, Operations & Service, Durst Phototechnik, AG, USA |
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| 4:25 |
CASE STUDY: Developing A Platform To Effectively Manage Multiple Supply Chain Partners Through Vendor/OEM Interoperability
Roy Steele, President, RoShar Associates, LLC
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PANEL: Improving Your Customer Service Operations Through Enhanced Sales And Service Collaboration
Mark Hessinger, Executive Director of Customer Service, Gerber Scientific
Timothy Saur, PhD, CPA, CMA, Vice President of Finance, Operations & Service, Durst Phototechnik, AG, USA |
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| 5:00 |
End Of Interlog Summer 2008 Main Conference |
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© 2006 WBR. All rights reserved. 
