08.00 Registration And Coffee Registration And Coffee

08.45 Chairman’s Welcome Steve Downton, Principal, Downton Consulting Chairman’s Welcome Steve Downton Principal, Downton Consulting

09.00 Meeting And The Needs Of A Diverse, Global Customer Base With Different Expectations And Demands For Service Pilar Torres, VP Global Customer Service, Sun Pilar Torres is responsible for delivering efficient and high quality support and managed services to Sun customers and employees in twenty-seven European countries, including UK, Netherlands, Germany, France, Spain, Hungary, Poland, and Slovakia. Pilar has held various leadership positions including Client Solutions Director in Iberia and GSS Operations Director for EMEA. She served as VP for the Storage Practice in Europe, where she was instrumental in positioning Sun as a leader in the European storage market. This session will focus on how you can personalise service delivery across a disparate global customer base but still maintain the essence and integrity of your core brand. Delivering a consistent, but tailored service to customers across a broad geographical and cultural network How do you meet the needs of diverse customers with differing expectations and demands for service? Maintaining brand consistency and delivering a unified corporate message to a global customer base Pilar Torres VP Global Customer Service, Sun

09.30 Maximising What You Have: Philips Utilisation Services Kees Rutjes, Programme Manager, Philips Healthcare Helping customers utilise their current equipment for better productivity and returns is at the core of Philips Utilisation Services. Attendees will learn how Philips arrived at this solution, which helps customers to do more with what they already have, which is a strong need for surviving and thriving in today’s current economic environment. Philips Healthcare is a 6.7 Billion Euro business, with over 2 billion Euro resulting from the services division. Despite the historic success of the department, market demands are pushing all equipment providers into developing new solutions that help customers solve issues beyond just the maintenance of their medical equipment. This session will present a case study of the new Philips Utilisation Services. It will walk attendees through Philips idea validation process, discuss challenges with implementing new service solutions and discuss results and next steps for this group and further solution development. Why is the healthcare market demanding more from its service providers and what is Philips Healthcare doing to meet this? Assessing the value of life-cycle solutions and what this means for your service business Identifying the challenges associated with implementing new service solutions and developing a roadmap to overcome them Kees Rutjes Programme Manager, Philips Healthcare

10.00 Keep Your Business Moving: The ROI Of A Connected Business Thomas Schmidt, Managing Director, Tom Tom WORK This session will include insight into how Tom Tom WORK have developed the next generation of navigation and mobile services for business and offer usable examples of how this technology can be made to work for your organisation!•Smart innovation for better mobilitySuperior navigation for commercial fleets • Becoming a Connected businessIncrease efficiency and performance of mobile workforce, to stay ahead • Case StudiesImproved business performance;Scotia Gas NetworksKPN Netherlands Thomas Schmidt Managing Director, Tom Tom WORK

10.30 Morning Coffee Morning Coffee

11.00 Strategic Service Management: Achieving Service Efficiency Transformation That Enhances The Customer Experience René van Kleef, Head of Worldwide Storage Service Delivery, Hewlett Packard René van Kleef is currently responsible for the Hewlett-Packard (HP) Global Services Strategy for Storage products focusing on high quality total customer experience and e2e delivery efficiency. Within his 12 years in HP his titles have included EMEA Logistics Director, Global Field Material Director and Global Supply Chain Offshore Strategist. He will reveal how Hewlett Packard has invested in the growth and efficiency of your after-sales service offering. An overview of a company culture where a passion for customers is the top priority How can you stick to your financial commitments in the economic downturn? Looking beyond the roles, functions and business: focusing on product development, sales and service delivery alignment To what degree can you achieve efficiency through automation? René van Kleef Head of Worldwide Storage Service Delivery, Hewlett Packard

11:30 Russia Is Ready For Technology. Are You Ready To Service The Russian Market? Philippe Jadoul, Vice President International, Flash Global Logistics Accompanied by Guest Co-Speaker, expert in IOR/EOR Russia Philippe Jadoul Vice President International, Flash Global Logistics

12.00 Panel Discussion: Delivering First-Class Service In The Downturn To Reap Maximum Benefits When The Economy Improves Marco Van Duijnhoven, Head of Service Operations, Cisco Wolfgang Royer, Head of Business Development Global Customer Services, Sony Ericsson Christophe Touze, Support and Services Directorate, Eurocopter This debate will focus on the ways that you can promote your service offering more aggressively to keep on top of increased market competition. Our panellists will share their experiences of finding new ways to reach out to customers cheaply, but effectively. Maintaining flexibility of your service strategy to respond quickly to market changes Refining your marketing message: how can you strike an effective balance between delivering service quality but at optimum value to the customer? Achieving service diversification through the offering of additional value-added services to your customers Focusing on reliability, sustainability and support as your key service differentiators Marco Van Duijnhoven Head of Service Operations, Cisco Wolfgang Royer Head of Business Development Global Customer Services, Sony Ericsson Christophe Touze Support and Services Directorate, Eurocopter

12.45 Lunch Lunch

13.45 Increasing Supply Chain Collaboration To Improve Performance, Drive Productivity And Boost Customer Loyalty Marco Van Duijnhoven, Head of Service Operations, Cisco The Cisco Service supply chain model is fully outsourced, for Logistics, Repair, Third Party Maintenance and Order management. All communication with Cisco’s strategic supply chain partners is enabled via XML technology and this type of B2B messaging provides real-time, global transparency to all inventory at all times. Here Marco will explain how collaboration has enabled Cisco to adapt to ever increasing customer requirements and expansion into new markets. Exploring how Cisco collaborates with its outsourced supply chain partners How does this provide an incentive for improved performance and increased productivity? To what extent do customers value this? An analysis of exactly how this translates into enhanced customer loyalty Marco Van Duijnhoven Head of Service Operations, Cisco

14.15 Meeting Internal Pressures To Reduce Costs In Remote Support And Deliver More With Less David Gibson, Director of Technical Service Centre Partners – Europe, Sun Microsystems David Gibson is a 20 year veteran of Sun Microsystems and has worked in all areas of Suns service delivery managing field and remote teams across multiple countries and continents. He joined as an engineer in 1989 and since moving to manage projects in 1992 he has always been at the forefront of evolving or creating support groups to for the rapidly changing landscape of Sun’s products and customers. He is now responsible for Sun’s tier 1 and 2 remote support in Europe and will share his experiences of reducing costs across the service business. Reducing operational capital and meeting corporate pressure to deliver more with less in a tight market Driving productivity and utilising your existing resources to the maximum Reviewing your end-to-end processes and identifying areas for streamlining and cost saving Cutting expenditure across the service value chain without jeopardising service levels David Gibson Director of Technical Service Centre Partners – Europe, Sun Microsystems

14.45 Panel Discussion: Adjusting Mission-Critical Service Parts Logistics to Meet New Demands Nigel Weston, Vice President, Supply Chain Management, Elekta Limited Frans van Rijn, Chief Logistics Officer, SVP, Global Supply Chain Management and Logistics, Hitachi Data Systems Rich Sato, Director of Service Logistics and Inventory, Quantum With corporate IT spending on the decline, there is greater demand for repair and maintenance on high tech equipment. As manufacturers and service providers ramp their service supply chains to keep pace, SLAs are fluctuating, in some cases, moving from same-day to next-business-day. Learn best practices to face these challenges utilizing a mission-critical service parts logistics strategy based on a comprehensive global IT platform, real-time visibility and a scalable infrastructure. Nigel Weston Vice President, Supply Chain Management, Elekta Limited Frans van Rijn Chief Logistics Officer, SVP, Global Supply Chain Management and Logistics, Hitachi Data Systems Rich Sato Director of Service Logistics and Inventory, Quantum

15.30 Afternoon Tea Afternoon Tea

16.00 Prioritising Investment In New Technology: What Will Transform Performance And Deliver Maximum ROI? Kevin Young, Group Infrastructure Manager, Belron No session description available. Kevin Young Group Infrastructure Manager, Belron

16.30 Identifying And Capitalising On High-Margin, Profitable Revenue Opportunities Through Your Service Business Aki Saarinen, VP Business Development, Metso No session description available. Aki Saarinen VP Business Development, Metso

17.00 Champagne Roundtable Discussions Pilar Torres, VP Global Customer Service, Sun Kees Rutjes, Programme Manager, Philips Healthcare Steve Downton, Principal, Downton Consulting Richard Bennett, Servigistics Table one: Developing key metrics to measure and drive after-sales service performanceChaired by: Pilar Torres, VP Global Customer Services Europe, SunChaired by: Pilar Torres, VP Global Customer Services Europe, Table two: Integrating scheduling, CRM and mobile solutions into a closed loopChaired by: Steve Downton, Principal, Downton Service Management ConsultantsTable Three: Ensuring service remains your key market differentiatorChaired by: Kees Rutjes, Program Manager, Philips HealthcareTable Four: How to drive profitability through after-sales pricing: tools and techniquesChaired by: Richard Bennett, Servigistics Pilar Torres VP Global Customer Service, Sun Kees Rutjes Programme Manager, Philips Healthcare Steve Downton Principal, Downton Consulting Richard Bennett , Servigistics

18.00 End Of Day One End Of Day One