Restructuring Your Support Organization To Prosper In A Downturn Day One

Tuesday, June 16, 2009

No doubt your service supply chain looks very different than it did a year, even 6 months ago. But recession or not, you’re still required to provide optimal support to your customers. This summit addresses ways to cut costs and increase efficiencies without harming customer service in all of the areas within service parts logistics. Each speaker shares detailed strategies they’ve recently implemented to lead your support organization through this recession to ensure you come out on top.

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7:30 - Conference Registration & Breakfast In The Solutions Zone

No session description available.

8:30 - Welcome Remarks

Sara Wessman, Executive Director, Interlog Summer 2009

8:35 - Chairperson's Opening Address

Marc Blouin, Senior Vice President, DHL Solutions

No session description available.

Marc Blouin

8:50 - Keynote: Moving Your Culture To A "Learning Organization" For Improved Support And Service

Curtis Hill, VP Technical Services, Cisco Systems

"In order for companies to truly accelerate their growth during current economic challenges, they need to learn to disrupt their normal culture business practices. Satisfying customers in new and unique ways is a key differentiator for a company's success." – Curtis Hill

Uncovering industry trends in learning organizations
Leveraging a company's lessons to drive sustainable improvement in product, processes, and services
Organizational learning to Improve the customer experience Reduce cost Improve collaboration between service, engineering, and business units
Optimizing your knowledge capture

Curtis Hill

9:25 - PANEL: Optimizing Your Inventory Planning And Forecasting Models To Minimize Costs And Create Customer Value

Bill Lovejoy, Vice President, Sales, Certified Parts Warehouse
Dick Zarski, VP Manufacturing, Supply Chain & Logistics, Fujitsu Transaction Systems
Kelly Dudek, SVP Operations, ExpressPoint Technology Services
Mary Lou Castello, Director of Global Service and Supply Chain Management, Akibia
Scott Johnson, CEO, Certified Parts Warehouse

You're always looking to better manage and forecast your spare parts needs; but it's not getting any easier given the economic downturn and customer demand volatility. This unique panel, with representation across the supply chain, provides real life examples that show you and your partners best practices to successfully work together to create the best planning and forecasting models today.

Dealing with demand volatility and successfully managing part substitutions
Identifying ways to avoid substandard or counterfeit parts
Managing the complexities of planning and forecasting in a macquilladora operation
Integrating planning and forecasting with cash flow management

Bill Lovejoy

Dick Zarski

Dick Zarski has been with Fujitsu for over twenty years and has over 25 years experience in high technology industries, bringing a strong mix of new product launch, manufacturing, supply chain and logistics management, quality and service parts logistics experience to his role as Vice President Manufacturing, Supply Chain and Logistics for Fujitsu Transaction Solutions (FTXS). He brings a wealth of industry knowledge and management experience to his role at Fujitsu.Dick’s newest focus area is [ read more ...]

Kelly Dudek

Kelly joined ExpressPoint in 2003 as Director of Life Cycle Management. In 2006, she became Senior Vice President of Operations. With over 20 years of supply-chain management and a Green Belt in Six Sigma training Kelly has consistently exceeded goals numbers for ExpressPoint’s SLAs.

Mary Lou Castello

Marylou Castello is the Director of Global Service and Supply Chain Management at Akibia, a data center, network and security solutions provider. In this role Ms. Castello is responsible for implementing and managing Akibia's supply chain strategy, managing global inventory, logistics and strategic stocking locations, and continually improving the global supply chain process. She manages partner relationships and contract negotiations with suppliers. In addition she leads a team dedicated to [ read more ...]

Scott Johnson

10:05 - Examining The Current Economy And Its Effects On The After Sales Service And Support Industry

Timothy Saur, VP of Operations, Durst Image Technology US

Taking a look at economic changes in the past year; how has your firm and the industry responded?
Addressing volatility: How can you plan and remain flexible enough to respond effectively; what can we learn from past experiences of economic volatility?
Integrating economic forecasts into your planning and support models to ensure you aren't over- or under-spending
Understanding your customers' changing needs so you can provide the support necessary to retain the relationship as the climate changes

Timothy Saur

10:40 - Morning Refreshment Break & Networking In The Solutions Zone

No session description available.

11:10 - “Cost Containing Solutions” Interactive Roundtables – Choose One

Danny Barnett, Director of Business Development, Customer Service Organization, Abbott Laboratories
Darren Archbold, VP of Customer Support and Services, Occam Networks
Ed Inal, Senior Director of Customer Service Operations, Western Digital
Mark Hessinger, Executive Director, Gerber Scientific
Scott Riddle, VP Sales & Marketing, Network Global Logistics

#1 Implementing A More Robust CRM Strategy To Gain A Total 360 Degree View Of The CustomerEd Inal, Senior Director of Customer Service Operations, Western Digital"We all need to do more to retain customers and gain more customers at the same time. In times like the current environment, service is even more important as a differentiating factor." – Ed Inal

Identifying how a more encompassing CRM strategy can increase customer satisfaction
Measuring the Customer Effort Score to optimize customer support
Taking full advantage of CRM software capabilities and ensuring staff is fully trained to support customer needs efficiently

#2 Fully Leveraging Your Third Party Provider To Allow For Business Growth And Virtually Seamless Support CapabilitiesDarren Archbold, VP of Customer Support & Service, Occam Networks

Finding a third party provider that has the appropriate footprint of distribution centers, strategic stocking locations, and infrastructure to support your service needs
Creating seamless scalability of your support processes as you grow your business
Enhancing international spares and logistics planning by fully leveraging your domestic support model

#3 Improving The Customer Experience From Point Of Sale Through Test Of RecordDanny Barnett, Director of Business Development, Customer Service Organization, Abbott Laboratories

Finding a third party provider that has the appropriate footprint of distribution centers, strategic stocking locations, and infrastructure to support your service needs
Creating seamless scalability of your support processes as you grow your business
Enhancing international spares and logistics planning by fully leveraging your domestic support model

#4 Intelligent Device Monitoring And Its Effect On Service PlanningMark Hessinger, Executive Director, Gerber Scientific

Identifying the benefits of using intelligent device monitoring for predictive modeling and customer service
Assembling a cross-functional team to support monitoring implementation, from project management and engineering to IT and service
Examining current vendor offerings in device monitoring; how important are functions that allow varying degrees of access to device information?
Addressing the issue of cyber-terrorism and ensuring customer buy in

#5 Controlling Aftermarket Costs without Compromising Service Levels to your CustomersScott Riddle, VP Sales & Marketing, Network Global Logistics

Optimizing your network of strategic stocking locations to reduce inventory carrying costs.
How to find the optimum balance – meeting your service level agreements while controlling your transportation costs.
Advantages and Disadvantages of Single Sourcing (scrapping, repair, reverse logistics, parts planning, and more) and what is the impact of single sourcing on costs?
Lessons Learned – best practices across all industries to reduce costs and improve customer service.

Danny Barnett

Darren Archbold

Ed Inal

Mark Hessinger

Scott Riddle

Scott Riddle joined Network Global Logistics (NGL) in 2008 and has over 20 years experience in sales, marketing, and business leadership. As Vice President of Sales & Marketing, Scott is responsible for sales and marketing vision, strategy, forecasting and budgeting, team building, recruiting, and training. In addition to leading the corporate Sales & Marketing teams at NGL, the Service Parts Logistics operations team reports directly to him, as well. Scott has been instrumental in the [ read more ...]

11:10 - VP Think Tank: Managing Aftermarket Costs And Driving New Value-Added Customer Satisfaction Strategies

Fred Takavitz, SVP Business and Customer Development, DHL Solutions
Steven Nickel, VP IT Service and Customer Satisfaction, Sony Electronics
Timothy Saur, VP of Operations, Durst Image Technology US

This is an invitation-only session. If you wish to nominate your VP or senior management colleague please email sara.wessman@wbresearch.comor call 239.431.6328 As members of senior management, it's your responsibility to ensure the long-term success of your aftermarket business, regardless of economic factors. With resources becoming more limited by the day, rising customer expectations, and increasing competition, it has never been more difficult to stop your profit margins from shrinking. But you don't have to go it alone! Gain honest feedback and share strategic ideas in an open discussion with executive-level managers. You're facing a marketplace you've never dealt with before, so be sure to join this exclusive discussion to identify best practices and increase the productivity of your entire aftermarket team.

Fred Takavitz

Steven Nickel

During his eighteen year tenure at Sony, Steven Nickel has worked in various segments of the company’s diverse businesses both in the US and Japan, including manufacturing, corporate planning, software engineering, and, most recently, service and support. His assignments have included responsibilities in Human Resources, Program Management, Operations, and Business Planning, among others. Since 2003, he has been responsible for the IT-Products Service and Customer Satisfaction organization, [ read more ...]

Timothy Saur

12:40 - Lunch For All Attendees

No session description available.

1:50 - Chairperson's Afternoon Address

Track A – Mission Critical Logistics

Gary Weiss, EVP Operations, Choice Logistics

No session description available.

Gary Weiss

Gary Weiss provides strategic and tactical direction to maintain Choice's sophisticated infrastructure and meet both qualitative and financial performance objectives. He is a primary contributor to [ read more ...]

1:50 - Chairperson's Afternoon Address

Track B – Product Support Optimization

No session description available.

2:00 - The Importance Of Providing Exceptional Customer Service In Today's Economy

Dick Zarski, VP Manufacturing, Supply Chain & Logistics, Fujitsu Transaction Systems

Times are tough, but most people agree that those companies which make it through the next couple years will absolutely flourish when the economy does turn. So, retaining your customers is probably the most important thing you can do right now. Dick Zarski walks you through how to create long-term customer retention, even when your resources are extremely limited.

Identifying how the current economic environment is affecting your relationship with the customer; how are customer service expectations changing?
Uncovering ways to create efficiencies and eliminate costs in your company while still delivering superior customer service
Understanding what exceptional customer service today means to your company in the long term

Dick Zarski

2:00 - PANEL: Vendor Managed Inventory (VMI): Do The Benefits Really Outweigh The Costs?

Fred Takavitz, SVP Business and Customer Development, DHL Solutions
Pat Anderson, Senior Solution Architect, Take Supply Chain
Sara Roberts, Buyer/Planner, Photonics Division, L-3 Communications

VMI is thought by many as a means of optimizing the service supply chain. But even with its benefits, there are potential pitfalls… Create a proactive plan to overcome any VMI challenges – and reap more of the benefits – by learning from our panel of experts as they discuss and debate the issue.

Defining vendor-managed inventory and consignment inventory; which firms and industries are embracing these inventory management models?
Identifying the long-term benefits of this supplier-dependent relationship for your firm, the vendor, and most importantly, your customers
Putting a price on all the costs associated with VMI like choosing a reliable supplier, ensuring smooth data transfer to the supplier, and managing the returns process
Creating an emergency preparedness plan -- if vendor quality does not meet your expectations or VMI is more expensive than you anticipated – to minimize unnecessary costs but continue maximum product support

Fred Takavitz

Pat Anderson

Sara Roberts

2:35 - Leveraging Partners’ Systems, Tools And Capabilities To Optimize Your Customer Experience Globally

Darren Archbold, VP of Customer Support and Services, Occam Networks
Paul Toms, Logistics Manager, Elekta
Rick Cameron, VP and General Manager, Customer Support Services, GlassHouse Technologies
J. Michael Heldebrand, Senior Manager, Customs and International Trade, Ernst & Young

While you're under intense pressure to cut costs but provide even better customer support, relationships with your partners play an even greater role in your success… or failure. Learn how our experienced panelists have identified ways to maximize the customer experience, without having to utilize more resources.

Prioritizing your program objectives: Clearly defining long-term goals and criteria for success in optimizing the customer experience
Evaluating your IT requirements and determining which 3PL infrastructure can support your needs
Uncovering how your partners can aid in risk mitigation
The importance of measuring your partner's capabilities and success in optimizing the customer experience
Leveraging partners' systems and processes to optimize your business model and supply chain costs

Darren Archbold

Paul Toms

Paul Toms major responsibilities include the optimization of inventory to improve delivery precision. Improved from 72% to 95% Spares availability within Market. Improved from 78% to 99% Integrator [ read more ...]

Rick Cameron

Rick Cameron has over 25 years of experience from various positions in high tech services.Rick currently serves as the Vice President & General Manager of GlassHouse’s Customer Support Services [ read more ...]

J. Michael Heldebrand

Mike Heldebrand is a Senior Manager in the Houston office of Ernst & Young’s Customs and International Trade practice. Mike specializes in improving and strengthening a company’s overall customs [ read more ...]

2:35 - Importer And Exporter Of Record Basics: Achieving Global Representation And Knowing Your Trade Management Solution Benefits, Corporate Responsibilities, Procedures And Liabilities

Philippe Jadoul, VP International, Flash Global Logistics
Alexandre Cecolim, Global Director Engineering & Product Development, Flash Global Logistics

Importing and exporting regulations are highly complex and ever changing. Just ensuring that the proper paperwork is filled out correctly by all parties can be an ongoing challenge. Don't allow any import/export issues to disrupt your service supply chain when customer support and OTD is more important than ever before.

Emerging markets and economies are pivotal to growth; knowing your appropriate level of representation
Understanding the benefits that effective IOR/EOR services afford in service and cost efficiency
Ensuring you are secure and compliant according to required licenses and certification requirements for each country and know potential ramifications of non-compliance
What to expect and the information that will be required as your company undergoes compliance assessment
Example(s) of successful IOR/EOR Trade Management relationships for spare parts

Philippe Jadoul

Philippe Jadoul is the Vice President International of Flash GMBH headquartered in Wiesbaden, Germany. Philippe is responsible for our mature and expanding partner agent networks in Europe, the [ read more ...]

Alexandre Cecolim

Alex Cecolim brings over 12 years’ of logistics solutions design, analysis, management and organization to Flash Global Logistics. Alex is responsible for solution engineering and design across [ read more ...]

3:10 - Afternoon Refreshment Break & Opportunity To Network In The Solutions Zone

No session description available.

3:40 - Global Consistency: Operating Globally, Thinking Locally

Nigel Weston, VP Supply Chain Management, Elekta

Prioritizing your program objectives: Clearly defining long-term goals and criteria for success in optimizing the customer experience
Evaluating your IT requirements and determining which 3PL infrastructure can support your needs
Uncovering how your partners can aid in risk mitigation
The importance of measuring your partner's capabilities and success in optimizing the customer experience
Leveraging partners' systems and processes to optimize your business model and supply chain costs

Nigel Weston

Nigel Weston is the VP for Elekta and is passionate about the sustainable commercial advantages to be gained by providing quality performance and high levels of customer service. Based out of the UK, [ read more ...]

3:40 - Providing A Total Customer Support Solution By Partnering With Other Resource Providers

Danny Barnett, Director of Business Development, Customer Service Organization, Abbott Laboratories

Today, customers are expecting even more from you. So when you can approach your customer with a plan to solve problems that may not fall under original service agreements, you create another layer of retention, as well as more potential areas of revenue generation. Join Danny as he shares how he created a "total customer solution" at Abbott and how it led to greater customer satisfaction gains.

Analyzing your customer's current product environment to identify other resources that are necessary for full product functionality
Why should your customer have to solve a problem alone? Developing relationships with resource providers to support each aspect of product operation
Maximizing your relationship with other companies that will contribute to a total customer solution

Danny Barnett

4:15 - Optimizing Vendor Relationships And Expertise For Global Success

Grant Gordon, SVP Global Service & Support, Blue Coat Systems

Grant Gordon boasts over 20 years of experience leading service, support, and supply chain organizations from both start up companies to Fortune 500 corporations. Through his experiences he’s learned to embrace vendor partnerships to bring ultimate customer satisfaction and efficiencies to all service supply chains. Make certain you are taking full advantage of your partners’ expertise by:

Recognizing your role and obligations in contributing to the success of a 3PL partnership
Outlining the 3PL’s responsibilities for a successful global relationship
Tools for collaboration: Understanding how to effectively manage and measure the performance of your 3PL
Leveraging your vendor’s systems, processes, services, and global capabilities to mitigate costs

Grant Gordon

Grant Gordon is Senior Vice President of Global Service and Support for Blue Coat. His responsibilities encompass Global Call Center Operations, Technical Support, Account Escalation, Service [ read more ...]

4:15 - Achieving Front To End Quality Control And Product Support: A Medical Device Case Study

Michelle Evans, Head of Quality Control and Product Support, Polymer Technology Systems

"Achieving maximum customer satisfaction by means of an optimal product support effort could not be more important in today's environment. To develop and employ a continuous improvement program in an effort to achieve better process efficiencies is critical to building and maintaining lasting customer approval." – Michelle Evans

Ensuring you effectively gather customer complaints and issues from your entire support team
Investigating product support issues to determine the underlying cause of quality issues
Conducting stability testing and validations to ensure ongoing product improvement
Identifying how the process achieves maximum customer satisfaction and leads to optimal product support

Michelle Evans

4:50 - Carnaval Cocktail Hour Fiesta Hosted By Flash Global Logistics, Sponsored by Flash Global Logistics

CARNAVAL! Flash Global Logistics hosts this cocktail hour fiesta in celebration of business expansion to Latin America, particularly Brazil. Feel the "axé" (pronounced ‘achay' – meaning Energy) of Brazil! Create new relationships to support your business objectives during these tough economic times, and strengthen existing partnerships. Surprises at the cocktail hour fiesta may include a capoeira roda, music of the samba, dance of the forró, or caipirinha libation!

5:50 - Conclusion Of Interlog Summer Main Conference Day One

No session description available.