Interactive Roundtable Discussions

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 three implementable strategies from the other concurrent roundtables!

June 10, 11:15 AM

Interactive Roundtable Discussions

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 Jr., 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?

• Examine historical product data to develop appropriate warranties
• Forecast warranty demand based on typical product/parts failure
• Analyze lead time from receipt to repair to shipment back to the customer to measure functionality of the service supply chain
• Review the impacts of service supply chain optimization on warranty costs: Is your warranty management team generating profits?

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?

Topic #5: Best Practices To Effectively Service Customers In Remote Locations

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

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.

• 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?

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

• 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