Continental Breakfast, Conference Registration & Opportunity To Network In The Solutions Zone

Welcome Remarks

Chairperson’s Opening Address

Mike Landry Founder and CTO Servigistics

CASE STUDY: Decreasing Cost – Improving Support: Overcoming The Ultimate Paradox

Rusty Walther Senior Vice President, Global Support Network Appliance

Driving brand loyalty and improving support while decreasing expenses is a juggling act that all OEMs face. The two are not mutually exclusive, but doing them simultaneously requires leaders to think very differently about how they manage both the volume and value sides of their business. Walk away with realworld solutions to this paradox, and sustainable strategies for controlling capital and operating expenses in ways that actually improve the customer experience.

• Understand the value of “Tiered Support”
• Learn how to control “cost” – not “quality”
• Figure out how to solve the “Partnership Paradox”
• Build win-win partnerships – but learn how to “win first”

*Followed by Interactive Solutions-Defining Breakout Discussion

Improving Your Aftermarket Business In 2008 By Benchmarking Yourself Against The Competition

Craig M. Simon President, Americas, FedEx Global Supply Chain Services FedEx

In order to grow your aftermarket business, you need to know where you stack up against other OEMs and where you need to play catch-up. In this key benchmarking session, Craig Simon from FedEx provides you the opportunity to keep your finger on the pulse of the industry and gain competitive intelligence across the service supply chain. From inventory management through customer service and product support, what are your core strengths, what are theirs and how can you close the gap? Some of the benchmarking criteria include:

• Cutting inventory and parts planning costs while optimizing product management lifecycle
• Implementing processes to foster integration and visibility across the supply chain
• Selecting, managing and measuring the performance of your 3PLs and other solutions providers
• Boosting customer satisfaction through new service and support initiatives

Other questions will focus on: Operations cost outlook, revenue streams, new areas for growth and the economic impact of 2008 on your businesses.

*Interactive Polling Session

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

Your external partnerships are just as critical to the success of your service supply chain as your internal infrastructure. Are you spending the necessary time and resources to ensure you are forging healthy and successful relationships with your solutions providers? Sony Electronics, Inc. and New Breed Logistics outline the details of their specific partnership so you can profit from their successful relationships to boost your own vendor management.

• Define your expectations with your solutions providers to align them with your aftermarket pressures
• Implement efficient performance reporting processes to ensure clear and consistent communication
• Reassess quality management outcomes based on results to improve processes & resolve problems in the aftermarket supply chain
• Optimize your external partnerships through constant performance measurements and clear consistent communication

Interactive Roundtable Discussions Hosted by: Steve M. Guthrie, Senior Vice President, Global Sales & Marketing, Flash Global Logistics

Don’t be shy; roll up your sleeves and get to talking! After a jam packed morning of active listening, keynote presentations and Interactive Solutions- Defining conversations with your peers, you are invited to take part in this cross-industry, informal and small group dialogue with your fellow attendees. At the close of your individual discussion, stay for the session wrap-up and walk away with 3 implementable strategies from the other concurrent roundtables!

John W. Resnik Director of Customer Care Datamax

• Discuss the benefits of technology and phone integration with your customer service organization
• Identify the necessary elements of an effective technology platform to deliver optimal service and support
• Analyze the impact of self service web technology on your service supply chain
  • Elimination of jobs through automated delivery
  • Enhanced visibility of aftermarket operations
• Examine your competition’s use of recent technology: How do you stack up?

Douglas Brown Director of Service Management Kyocera Wireless

• Examine opportunities to outsource or off-shore repair operations to generate profits
• Perform a cost analysis of repairing goods in China or Latin America vs. setting up repair operations elsewhere
• Utilize partners locally to reduce the dependency of moving product back & forth to the US for support
• Determine the success of your global repair operations: What is your ROI on your repair management processes?

Steve Zannos Sr. Director, Marketing & Professional Services ServiceBench

Topic #4: Maintaining And Growing Your Customer Base In The Face Of Product Commoditization: Identifying Threats And Opportunities

Roy Steele President RoShar Associates, LLC

• Analyze current market threats by looking both outside and within your own industry: What’s the general climate internally and amongst your competitors?
• Differentiate yourself through automation and synchronization of the service supply chain to deliver optimal customer service
• Develop mechanisms to repair or update products without forcing the customer to start over and buy a new product
• Review your customer service outcomes: Are you retaining and growing your customer base? Or are you losing them to your competition?

David Bertsch Senior Supply Chain Manager Juniper Networks

• Analyze your customer data in low density markets to compare their needs to your existing service capabilities
• Examine the gaps in service: What kind of challenges are you encountering?
• Evaluate various strategies to balance service needs with inventory & distribution challenges:
• Identifying partners who can support you locally
• Managing spares on-site with the customer
• Constantly monitor customer satisfaction and your service delivery benchmarks to update your strategy

Carl Cameron Director of Procurement, World Repair Parts Center - Americas Sony Electronics Inc.

• What countries do you work with have the most stringent compliance & trade regulations?
• Identify the specific import/export challenges you are facing
• Implement performance measurements to gauge the success of your 3PLs and service providers in your global interactions
• Assess the impact of your global operations on your service supply chain: What are the areas for further improvement?

Susan Pawlisheck Director GSS, Sales & Marketing Axcelis Tech

• Analyze your total aftermarket supply chain infrastructure to identify weaknesses in security
• Examine your solutions providers, 3PLs and suppliers to detect possible infringements
• Develop bundled product offerings to capitalize on product commoditization
• Outcomes: Assess the ROI of bundled product offerings on parts sales and security

VP Think Tank – By Invitation Only

“At first I was a skeptic and I thought my global problems were unique to us. The VP Think Tank with the executives allowed me to understand that the issues we faced were common in nature and in fact I used the opportunity to validate that our strategy and direction were on track with other global companies. It was a very valuable experience.” - Egbert Clarke, Global Practice Leader, Nortel NSS, Nortel Networks

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.

As a member of the senior management, it is your responsibility to ensure the success of your aftermarket operations, while keeping an eye on the bottom line. But that is becoming very difficult as the industry is more and more commoditized, with increasing competition and tightening of budgets and other resources. You recognize the necessity for service innovation, but are you getting the support from upper management that you need in order bring about real change?

In this exclusive senior-level forum, five of your peers will start the session by elaborating on a brand new innovative idea that they are implementing within their operations. They will tell you why they are doing it and why they felt the need for it, in order to help you identify the gaps in your organization.

Innovation Forum: Examining Trends In The Aftermarket: What Is Your Organization Doing To Increase Your Market Share?

	Dan Gilbert Vice President, Global Supply Chain Management 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.

Guarantee your position as a market leader by joining them in this lively and intense discussion to discuss and share P/L strategies and future trends.

Luncheon For All Delegates

Chairperson’s Opening Address

Emily G. Rodriguez Senior Consultant The Results Group

Warranty management, administration and recovery are major challenges for corporations. Green initiatives, the cost of handling “no fault found” and the need to provide optimal customer value add to the challenge and complexity. This afternoon’s speakers will share their approach to meeting customer expectations while streamlining reverse logistics operations and optimizing asset recovery.

PANEL: Enhancing Customer Service Through Reverse Logistics

	Antony Francis Vice President/GM OEM Services ATC Logistics & Electronics
	Bernie Schaeffer Corporate Vice President, Global Repair & Reverse Logistics, Integrated Supply Chain Motorola Inc.
	Bob Anderson Sr. Manager, Receiving, Processing and Disposition, Worldwide Reverse Logistics Cisco
	Traci White Senior Director – Logistics Credence Systems Corporation

Dealing with this high velocity of technology advancement is one of the biggest challenges facing supply chain managers in the electronics industry. Green initiatives are creating additional pressures for companies to have an environmentally responsible returns management system. Further, OEMs and service providers are striving to capture value within a constantly revolving asset base. In this panel, learn strategies and best practices from leading high tech companies to successfully streamline reverse logistics operations and provide optimal customer value:

• How your product exchange and returns management program can yield significant improvements to the costs of customer returns and exchanges
• What is required to efficiently manage order and returns (RMA) processes?
• Strategies to improve call center and customer care practices
• Advanced exchange processes to reduce customer down-time

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

Warranty management, administration and warranty recovery is a nightmare to many OEMs because it is so costly. In this session, Terry shares his experiences with GE and provides strategies to how you can streamline your warranty recovery process while exceeding your customers’ expectations.

• Examine your current warranty management and recovery operations: How easy or difficult is it for you and your customers?
• Determine the ROI of your warranty recovery program
• Assess the different technologies in the marketplace that automate and simplify the warranty management/recovery process
• Analyze the competition: What are other companies doing in this space and what are the potential benefits and pitfalls?

PANEL: Improving The Velocity Of Your Asset Recovery Process With Your Solutions Providers

	Bruce Shadmehri Senior Director of Support Operations Network Appliance
	Douglas Brown Director of Service Management Kyocera Wireless
	Karen Kosh Senior Director of Client Services OnProcess Technology

Managing asset recovery efficiently is critical to the success of your aftermarket and how your customers view you. How much time and resources are you currently wasting in your returns and repair processes? In this session, Bruce and Doug discuss and outline steps you can implement to streamline your asset recovery operations that will reap financial benefits while satisfying your endusers.

• Examine the time it takes for you to get parts back from your customers
• Analyze the benchmarks you should have in place to measure if you are receiving parts back quickly enough
• Work with you providers to facilitate the fastest return of parts
• Discuss the integration of front-end and back-end integration to optimize your asset recovery programs

CASE STUDY: Exploring Internal And External Solutions To Reduce The Cost Of “No Trouble Found” Returns

You are faced with increasing cost to the OEM associated with “no trouble found” returns, and it is imperative that you improve the management of these processes to ensure you maintain profitability. Join Larry as he walks you through the steps to successfully develop and deploy initiatives to significantly improve your returns management operations with internal solutions and strategic partnerships.

• Ensure accurate management of returns in order to separate no fault returned items with failed units
• Evaluate the current amount of “no trouble found returns” and how much it impacts your bottom line
• Verify the reasons for no fault returns through communication with end users and retailers
• Discuss the pros and cons of how the retailer should handle no fault returned items – should they be sent to:
  • The OEM?
  • Repackaging vendor?
  • Discount center?

Chairperson’s Opening Address

Marvin Rosenzweig UPS Supply Chain Solutions

PANEL: Implementing Effective Service Knowledge Management Processes To Drive Service Supply Chain Integration And Maximize Your Aftermarket Operations

	Mike Landry Founder and CTO Servigistics
	Steve Blaz Vice President, Global Service Operations Juniper Networks
	Jordan Buser Director of Service Supply Chain Pitney Bowes

Service organizations are looking at Knowledge Management (KM) strategies, processes, standards and enabling technology to help drive the next level of integration and associated efficiency within service operations. In this session, panel members discuss the overwhelming benefits of a knowledge management solution for technical service support organizations which range from increased first-call-fix rates through early and accurate diagnostics to a decreased number of service calls by empowering customers, technicians, partners and dealers to accurately find their solutions through self-service. Panelists will cover:

• Trends in knowledge management
• How to roll-out a knowledge management strategy
• Getting a champion to who the project
• How to collect, retain and reuse knowledge in your organization.

CASE STUDY: Improving Customer Relations And Controlling Costs Through Self Service Strategies

Steve Blaz Vice President Global Service Operations Juniper Networks

As an OEM, you are continuously challenged to exceed your customers’ expectations in order to remain competitive. But what if your customers could help you? Steve shares his insight on how Juniper Networks has improved customers’ perceptions through self service collaboration so you can benefit from their success.

• Determine how much product support is currently costing your company
• Examine the different avenues for self service in the aftermarket industry
  • Customer Replaceable Units
  • Customer Upgradeable Units
• Analyze the capacity of your customer ser to educate customers and develop necessary training programs
• Assess expansion of product’s lifetime in the customer’s hands and the affect on labor costs to repair units

CASE STUDY: Improving Product Support And Generating Opportunities Through Cisco’s Smart Services Program

Jim McDonnell Senior Director, Services Technology Cisco Systems

Technology through “smart services” will transform equipment manufacturers in the coming decade, and products become "smart", connected to other smart products and operated with smart business processes. This transition to a connected marketplace will substantially increase opportunities for service value delivery. Companies working towards a comprehensive Smart Services strategy today will be poised to take advantage of the significant efficiencies and greater value available in this new services paradigm. Learn how Smart Services improved Cisco’s bottom line and customer service operations, and how you can implement Smart strategies for your organization.

• Define smart service to understand if the program is right for you
• Implement a program to allow for the integration and networking of multiple products
• Assess the impact of smart services on aftermarket costs and customer service
• Discuss future opportunities using the smart service framework to generate new business

CASE STUDY: Effectively Utilizing Technology To Reduce Customer Downtime And Increase Profits

Hussein Mukaled Senior Director of Supply Chain Nikon Precision Inc.

With all of the different technology out there, how do you ensure you’re picking the right one for your business? Implementing new technology and guaranteeing that it functions for both your customer service and parts management operations is crucial to retaining customers and maintain profitability. Hussein provides at least 3 strategies for you to implement when you get back to work to facilitate the implementation of new technology across your service supply chain.

• Assess technologies currently available: What are the risks and rewards of each?
• Develop a clear roll out strategy to ensure success:
  • Training of technicians
  • Integrating it to your inventory management software to automatically update inventory usage
  • Setting specific timelines to complete the transformation
• Maintain constant real-time updates to streamline invoicing and payment and stay synchronized
• Measure the ROI of mobile technology on customer satisfaction and service parts management

VP Think Tank Ideas XChange Sessions

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.

Reconvene with your peers for the VP roundtable discussion groups on managing organizational change, environmental compliance and strategies to maintain productivity in a shrinking aftermarket.

The second half to this year’s VP Think Tank gives you the opportunity to sit down and hash it out with your peers on the challenges that affect you at the top. Discuss, debate and drill down to the most business critical issues impacting you and gain vital knowledge on maximizing the profitability of your aftermarket services.

Each discussion group is led by one of your peers, who will introduce three key discussion points over the 80-minute session. At the end of the roundtable discussions, join your peers for a 15-minute wrap up to discuss the strategies and best practices discussed at each table.

	Steve Blaz Vice President Global Service Operations Juniper Networks
	Mark S. Servidio Vice President - Logistics & Supply Chain Planning Sharp Electronics Corporation
	Sean McNamara Vice President Operations Support Nikon Precision Inc.

Topics Under Discussion Include:

Topic #1: Metrics That Define Service Business Success: Benchmarks That Define The Industry

Topic #2: Collaborating From The Back End Of The Supply Chain To The
Front End To Ensure Environmental Compliance

Topic #3: Maintain Productivity And Push Efficiencies In A Shrinking
Aftermarket

Interlog Summer 2008 Sports Bar Reception

After a long day full of knowledge sharing with industry leaders, join your colleagues, competitors, solutions providers, 3PLs as Interlog Summer 2008 brings you the Interlog Sports Bar! As you make your way around each of the sponsored sports booths, make sure you get your passport stamped for your chance to qualify for the bronze, silver or gold prizes at the end of the evening!

End Of Day One