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

Chairperson’s Opening Address

Chairperson’s Opening Address Christopher Gant WWS Sales Director FedEx

Redefining Service Innovation: Igniting The Customers’ Experience For Bottom-Line Impact

Chip Bell Founder & Manager The Chip Bell Group

What do Cabela’s, NetFlix, Build-A-Bear, Enterprise Rent-a-Car, Progressive Insurance and FedEx have in common…other than incredible business growth? They all have created or reinvented the way they manage the customer experience in their industry. Remarkable service requires a perpetual pursuit of new and unique ways to make the customers’ experience consistent; enriching, and profitable. This lively, hands-on session draws from Dr. Chip Bell’s 20+ years consulting with many of the major companies deemed to be the world’s best service innovators. You will take away countless cutting edge techniques and a head full of ideas for either reinventing or re-igniting how you deliver service and support.

Chip R. Bell is founder and manager of the Dallas office of The Chip Bell Group, a confederation of highly seasoned consultants around the country who collaborate to help organizations build a culture that supports long-term customer loyalty. Chip is the author or co-author of several best-selling books including Service Magic, Customers As Partners, Managing Knock Your Socks Off Service and Managers as Mentors. His recent book, Magnetic Service: Secrets for Creating Passionately Devoted Customers, has won numerous awards and made several best-seller lists. He has served as consultant and/or trainer to such major organizations as IBM, Microsoft, GE, Bank of America, Motorola and many more.

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.

The strength of your reverse logistics has an enormous impact on your customer service, but are you doing your best to ensure that these 2 teams function together to provide optimal service? Join Bernie as he outlines various strategies to bring together your service and support teams with your reverse logistics operations, while decreasing costs, to ultimately improve the way you do business.

• Develop your aftermarket infrastructure in order to influence product design
• Identify and accelerate resolution of field issues through enhanced supply chain collaboration
• Reduce the cost of no trouble found returns
• Develop alternative approaches to addressing issues at the earliest possible point through diagnostic and remote healing

Coffee, Refreshments & Networking Break In The Solutions Zone

CASE STUDY: Promoting An Environmental Supply Chain: The Importance Of Environmental Sustainability

Mark S. Servidio Vice President, Logistics & Supply Chain Planning Sharp Electronics Corporation

As more companies “go green”, you must ensure that you, your suppliers and providers comply with stringent environmental regulations. Do you have processes in place to ensure you are ready to change? Are you wondering where you need to start? Mark defines the steps necessary to achieve environmental sustainability in 2008 and beyond, while discussing the risks of non-compliance.

• Define your corporate social responsibility (CSR) in adhering to environmental regulations
• Implement environmental supply chain planning steps to facilitate compliance
• Inside the US EPA Smartway Program: How can you reduce your carbon footprint?
• Understand the risks of “not being in the game” on your aftermarket services and your end-user

CASE STUDY: Extending Supply Chain Collaboration To Drive Profitable Growth

Dan Gilbert Vice President, Worldwide Reverse Logistics Cisco Systems

Working together throughout the reverse supply chain is mission critical to customer service, product support and ultimately, the bottom line. As an aftermarket service organization, what mechanisms do you have in place to optimize your support operations while generating new business growth? In this presentation, Dan provides the strategies and steps you need to implement to promote supply chain collaboration to ensure profitability.

• Design effective solutions to address distributor pain points
• Find ways to reduce waste in order to reinvest in business growth
• Identify necessary requirements for achieving maximum collaboration
• Develop a rigorous program management system to ensure project discipline
• Scale pilot programs to maximize global success

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

As the aftermarket industry continues the global trend, how are you faring? Now, more than ever, it is critical that your global operations function smoothly and that you know your customers. Kevin and Egbert discuss how their companies have increased their revenue by assessing their internal operations, and how you can profit in a global environment.

• Determine your organizational strengths and weaknesses: What regions are the hardest to do business in?
• Discuss cultural sensitivity & cultural competency as a key to success in foreign markets
• Ensure you have the flexibility to add partners where you need them to optimize outcomes of your global units
• Implement a global infrastructure for your company to effectively manage operations in different locales

Luncheon For All Delegates

Chairperson’s Opening Address

Kevin J. Steele Vice President The Results Group

Generating Efficiencies In Your Outsourcing And Off-Shoring Operations And Protecting Your Intellectual Property By Reducing The Use Of Paper In Product Support

Rak Bhalla Marketing Manager, Manufacturing Business Productivity Business Unit Adobe Systems

There are countless benefits to being paperless in your product support processes, including less error, complete service visibility, and more efficient operations. But how do you move your age old processes to this new wave of thinking without overhauling your operations? Michael prepares your organization to effectively integrate a paperless service solution into your current system. Begin seeing the rewards of less paper in product support this year!

• Learn how to raise the effectiveness of your existing applications by extending them with Adobe technology
• Transform your paper-centric processes into an efficient, managed and controlled environment through Adobe Interactive Forms
• Understand how electronic Digital Rights Management can help you manage sensitive information and ensure that you intellectual property is protected, anywhere it goes

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

Determining what operations to keep in-house and what to off-shore can be a daunting task and the right decision can make or break your profitability. While it’s not impossible, it requires a thorough understanding of your operations and your local market. Join Tom and Ron as they teach you how to build the right off-shoring strategy for your company, based on logistical capabilities, your corporate goals and cultural differences.

• Examine compliance & logistical issues associated with low cost markets
  • Documentation
  • Import/Export regulations
  • Environmental legislation
• Implement local management teams to handle day to day operations in order to ensure cultural competency
• Develop a logistics strategy to facilitate moving product in and out of different countries in order to reduce service lead times

Afternoon Networking & Refreshment Break In The Solutions Zone

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 Executive Reverse Logistics

If your returns and repairs processes aren’t managed effectively and timely you could potentially lose money and customers. What external partnerships do you currently utilize when handling your returns and repairs operations? Bruce and Larry will guide you through the necessary steps in selecting the appropriate outsourced partner for your organization, based on your priorities, cost pressures and proximity to the end-user.

• Create a priorities checklist to select solutions providers to align their mission with yours
• Assess the possibilities of consolidating returns to help drive costs down
  • Customer site
  • Location of warehouse & capabilities
• Develop a system to route returns & repairs directly between solutions provider & customer to reduce downtime

CASE STUDY: Developing A Platform To Effectively Manage Multiple Supply Chain Partners Through Vendor/OEM Interoperability

Roy Steele President RoShar Associates, LLC

If you rely on multiple solutions providers, then you understand the complexities of managing and measuring the success of each relationship. Are your solutions providers siloed; and could their collaboration streamline and control the cost of your aftermarket services? In this session, Roy shares best practices on how to create a platform that allows for more effective vendor/OEM communication.

• Communicate the importance of managing multiple vendors to ensure optimization of the service supply chain to reduce information gaps
• Create an e-hub connecting the vendors to you to boost communication with all of your solutions providers
• Coordinate among solutions providers to improve aftermarket services
  • Lead times
  • Distribution costs

Chairperson’s Opening Address

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

Aftermarket service can be overcomplicated when there is an absence of predictable, measurable, and repeatable process’s to deliver your service product. “Best in class” service providers break their success down into simple components that address inventory strategy, delivery, and resolution within the scheduled SLA. Technology is an enabler, but providing visibility into a broken supply chain is of no value. In this session, Tim overviews a case study on “best in class” execution.

• Determine physical warehouse requirements based on service level agreements
• Examine what key considerations need to be managed in deployment or redeployment of your inventory to execute an effective “last mile” logistics process
• Deliver the required part in proximity to the customer and engineer, for a controlled chain of custody.
• Balance “cost of parts delivered” against “cost of technical resources” and building the lowest total cost solution.

CASE STUDY: The Service Enabled Customer Experience: Inside Sharp Electronics’ AQUOS Advantage Program

Many organizations don’t know their customers as well as they think they do. How do your service and support teams come together to provide first class service, reduce returns, minimize product downtime and keep the customer wanting to come back for more? In this lively case study, Charles takes you on a journey through the implementation and continued success of Sharp’s AQUOS Advantage Program.

• Create a market segmentation strategy to prioritize your customers
• Develop methods to get to know your customer better
• Implement training programs and infrastructure throughout your service and support organizations to improve the customer experience
• Outcomes: How does the customer perceive you? Is he coming back for more?

Afternoon Networking & Refreshment Break In The Solutions Zone

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

You think your organization is providing supreme customer service, but how do you know that’s how your clients see it? How do you stack up against the competition to retain your strong customer base? In this session, Time provides you with at least 3 key takeaways you can implement when you’re back at the office to gauge your customer service operations in order to retain your market share.

• Analyze current customer service operations: where is your organization falling short?
• Define the metrics which you can benchmark your service supply chain by:
  • Mean time awaiting parts
  • Fill rate
• Determine the gaps in customer service: where are you falling short and what are opportunities for improvement?
• How do you stack up against the competition? Compare how your customer’s view you with how they view your competitors

PANEL: Improving Your Customer Service Operations Through Enhanced Sales And Service Collaboration

	Mark Hessinger Executive Director of Customer Service Gerber Scientific