Main Conference Day 1 – Tuesday, June 12, 2012

8:00 Coffee & Registration Coffee & Registration

8:30 Chairperson’s Welcome Address Chairperson’s Welcome Address

8:45 Keynote Presentation TBD Keynote Presentation TBD

9:15 Panel: Fine Tuning Your Change Management Practices To Secure Buy-In and Support Company-Wide Transformation Panel: Fine Tuning Your Change Management Practices To Secure Buy-In and Support Company-Wide Transformation

9:45 Case Study: Applying the Kano Model to Your Service Organization to Better Define Focus Areas For 2013 Case Study: Applying the Kano Model to Your Service Organization to Better Define Focus Areas For 2013

10:15 Ensuring Your Service Operations Are Operating In Line With Global Regulatory Compliance Ensuring Your Service Operations Are Operating In Line With Global Regulatory Compliance

10:45 Networking Morning Coffee Networking Morning Coffee

11:15 Interactive Roundtable Session: Interactive Roundtable Session: Incorporating Quality Feedback Management Systems to Improve Your Service Organization Navigating Through Warranty Challenges When Partnering With Overseas Contract Manufacturers Developing Efficiencies in Your Lean Planning & Return Streams

1:15 Lunch For Delegates & Speakers Lunch For Delegates & Speakers

Stream 1 VP of Service Think TankStream 2 Electronics, Telecom WBR_AMPE...Stream 3 Aerospace, Automotive WBR_AMP... 2:30 Service Case Study: Trading Technology Cost vs. Performance Stream 1 VP of Service Think Tank Service Case Study: Trading Technology Cost vs. PerformancePanel Discussion TBD*Invite Only 2:30 Presentation Topic TBD Stream 2 Electronics, Telecom & Med Device Manufacturers Presentation Topic TBD 2:30 Presentation Topic TBD Stream 3 Aerospace, Automotive & Heavy Equipment Manufacturers Presentation Topic TBD

Stream 1 VP of Service Think TankStream 2 Electronics, Telecom WBR_AMPE...Stream 3 Aerospace, Automotive WBR_AMP... 3:00 Service Case Study: Trading Technology Cost vs. Performance Stream 1 VP of Service Think Tank Service Case Study: Trading Technology Cost vs. PerformancePanel Discussion TBD*Invite Only 3:00 Utilizing Lean Tools to Improve Reverse Logistics Processes Stream 2 Electronics, Telecom & Med Device Manufacturers Utilizing Lean Tools to Improve Reverse Logistics Processes 3:00 Developing Efficiencies in Your Lean Planning & Return Streams Stream 3 Aerospace, Automotive & Heavy Equipment Manufacturers Developing Efficiencies in Your Lean Planning & Return Streams

Stream 1 VP of Service Think TankStream 2 Electronics, Telecom WBR_AMPE...Stream 3 Aerospace, Automotive WBR_AMP... 3:30 Service Case Study: Trading Technology Cost vs. Performance Stream 1 VP of Service Think Tank Service Case Study: Trading Technology Cost vs. PerformancePanel Discussion TBD*Invite Only 3:30 Panel: Gaining a Better Understanding of Documentation and Potential Pitfalls When Exporting to China, Russia and India Stream 2 Electronics, Telecom & Med Device Manufacturers Panel: Gaining a Better Understanding of Documentation and Potential Pitfalls When Exporting to China, Russia and India 3:30 Panel: Best Practices In Warranty Management: Improving Customer Satisfaction And Minimizing Unnecessary Costs Stream 3 Aerospace, Automotive & Heavy Equipment Manufacturers Panel: Best Practices In Warranty Management: Improving Customer Satisfaction And Minimizing Unnecessary Costs

4:00 Afternoon Coffee & Networking Afternoon Coffee & Networking

Stream 1 VP of Service Think TankStream 2 Electronics, Telecom WBR_AMPE...Stream 3 Aerospace, Automotive WBR_AMP... 4:30 Interactive Roundtable Discussions Stream 1 VP of Service Think Tank Interactive Roundtable Discussions*Invite Only 4:30 Identifying Cutting Edge Techniques and Software Tools to Maximize Customer Service While Minimizing Inventory Stream 2 Electronics, Telecom & Med Device Manufacturers Identifying Cutting Edge Techniques and Software Tools to Maximize Customer Service While Minimizing Inventory 4:30 Case Study TBD Stream 3 Aerospace, Automotive & Heavy Equipment Manufacturers Case Study TBD

Stream 1 VP of Service Think TankStream 2 Electronics, Telecom WBR_AMPE...Stream 3 Aerospace, Automotive WBR_AMP... 5:00 Interactive Roundtable Discussions Stream 1 VP of Service Think Tank Interactive Roundtable Discussions*Invite Only 5:00 Establishing Your Roadmap to Efficiently Operate in Developing Markets Stream 2 Electronics, Telecom & Med Device Manufacturers Establishing Your Roadmap to Efficiently Operate in Developing Markets 5:00 Improving Your Customer Experience While Reducing Costs Through Employee Engagement Stream 3 Aerospace, Automotive & Heavy Equipment Manufacturers Improving Your Customer Experience While Reducing Costs Through Employee Engagement

Stream 1 VP of Service Think TankStream 2 Electronics, Telecom WBR_AMPE...Stream 3 Aerospace, Automotive WBR_AMP... 5:30 Stream 1 VP of Service Think Tank Interactive Roundtable Discussions*Invite Only 5:30 Panel: Developing New Metrics to Evaluate Your Repair Center Efficiencies To Achieve Lowest Cost Repair Stream 2 Electronics, Telecom & Med Device Manufacturers Panel: Developing New Metrics to Evaluate Your Repair Center Efficiencies To Achieve Lowest Cost Repair 5:30 Driving Change & Process Adoption Across Your Field Service Organization Stream 3 Aerospace, Automotive & Heavy Equipment Manufacturers Driving Change & Process Adoption Across Your Field Service Organization

6:00 Cocktail Reception Cocktail Reception

7:30 End of Day End of Day