08.15 Registration And Coffee Registration And Coffee

08.45 Chairman’s Welcome Donal Lynch, Supply Chain and Logistics Expert, Chairman’s Welcome Donal Lynch Supply Chain and Logistics Expert,

09.00 Transforming The FutureOf Your Service OperationThrough Service Innovation Ole Buus, Service Director, Xerox Ole Buus has been a Director at Xerox Global Services Nordic since 2003. He started his career at Xerox Denmark as a Divisional Manager in 1995 and then went on to become a Director for the Field Services Organisation. In this presentation he will discuss how decreasing product sales are a driver for service innovation and a key to increasing wallet share. Will enable you to put innovation at the top of the service agenda Looking at alternative strategies to target the most profitable areas of your customer base Does innovation become less of a priority when companies are focused on cost-cutting? Innovative service strategies that have enabled market leading companies to maintain a competitive edge in a tough market Ole Buus Service Director, Xerox

09.30 Staying A Step Ahead: Positioning Your After-Sales Service Strategy For The Economic Upturn Hilbrand Rustema, Principal, Noventum Service Management No session description available. Hilbrand Rustema Principal, Noventum Service Management

10.00 The Importance Of TOUGH As A Mobile Solution Francesc Castro, European Vertical Sector Manager - Field Technology, Panasonic Computer Products Europe No session description available. Francesc Castro European Vertical Sector Manager - Field Technology, Panasonic Computer Products Europe

10.30 Service Transformation - Taking A Good Service Operation And Making It Great Steve Downton, Principal, Downton Consulting Steve Downton is renowned for innovative thinking applied to the service industry and has worked with leading-edge service companies for the past twenty years and has benchmarked the industry since the early nineties. His focus is on assisting service companies in managing their customers better, to increase profitable revenue and deliver high quality service to their customers. Steve will guide you through how you can ensure your service strategy reaches its full potential. Establishing the specific cost of a service offering by the customer Creating a portfolio of services that can be itemised per customer and delivered cost effectively Determining exactly what customers receive and the value they perceive, as opposed to just finding out if they are satisfied or not Are you able to build relationships with customers across internal silos to provide a long lasting seamless relationship with the business? Steve Downton Principal, Downton Consulting

11.00 Morning Coffee Morning Coffee

11.30 Reviewing And Improving Your People, Process And Technology To Enhance How You Measure Customer Satisfaction Levels And Harness Customer Loyalty

12.00 Panel Debate: Fine-Tuning Your Forecasting Techniques To Proactively Respond To Customer Requirements And Enhance Service Delivery Thomas McClure, Director EMC Global Services TSS Germany , EMC Global Services Hugo Van Daal, Group Director Supply Chain Management, Bombardier Steve Downton, Principal, Downton Consulting In this discussion our panellists will assess whether it is possible to accurately forecast in the current environment. What internal processes need to be adapted to ensure you continue to service your customers in the most effective way? Overcoming the challenges of forecasting in a volatile market with changing and unpredictable customer needs Developing an internal toolkit to reliably predict, analyse and respond to customer requirements Understanding how accurate forecasting leads to enhanced customer satisfaction and increased retention Ensuring the field force is equipped to adopt a more proactive way of working Thomas McClure Director EMC Global Services TSS Germany , EMC Global Services Hugo Van Daal Group Director Supply Chain Management, Bombardier Steve Downton Principal, Downton Consulting

12.45 Lunch Lunch

13.45 Standardisation Versus Flexibility – A ContinuousChallenge In EMEA Thomas McClure, Director EMC Global Services TSS Germany , EMC Global Services Martin will analyse the core objectives of standardisation: process simplicity, consistency, efficiency and reduced complexity. He will present an overview of how standardisation was the key driver for service improvement across EMC Corporation. Is standardisation the answer for all operational challenges in a heterogeneous environment like EMEA? Establishing which parts of your strategy need standardisation and / or flexibility Outlining the key characteristics of a professional services delivery strategy and how standardisation and flexibility need to be built in Developing a matrix to ensure continual review and process improvement Thomas McClure Director EMC Global Services TSS Germany , EMC Global Services

14.15 Developing A Standardised Framework To Deliver Cost-Effective, Streamlined Service Ronny Weinig, Head of Global Services Industries, Siemens Switzerland In the current climate, companies are increasingly looking to standardisation as a means of lowering costs and driving service efficiency with reduced resource. Here Ronny will discuss the benefits and limitations of adopting a standardised approach: Is standardisation the key to optimising your workflow and ensuring cost-effective service output? Debating whether the provision of a standardised service is a less attractive proposition for your customers Identifying ways to customise elements of your service offering within a standardised framework? Outlining the limitations of a standardised approach: restricted functionality and reduced customer interaction Ronny Weinig Head of Global Services Industries, Siemens Switzerland

14:45 Developing Metrics To Measure Customer Satisfaction Levels And Identify Areas For Performance Improvement Donal Lynch, Supply Chain and Logistics Expert, In this presentation, Donal will review which KPIs enabled Wartsila to accurately track performance across its service operation. How can you determine which data is relevant and how can you use data most effectively to evaluate your progress? Understanding the links between customer satisfaction, retention and service delivery Identifying metrics to accurately measure and track customer satisfaction levels across your service business How can you effectively engage employee and stakeholders in performance measurement? Ensuring customer feedback translates into measurable performance improvement to further enhance customer satisfaction Donal Lynch Supply Chain and Logistics Expert,

15.15 Chairman's Summary Chairman’s Summary

15.30 Afternoon Tea and End of Day Two No session description available.