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Post-Conference Masterclass
Friday 5th December 2008
Developing A Successful Change Management Strategy To Improve The Effectiveness And Delivery Of Your Service Operation
Kraft Schumann, Former Head of Logistics, Fujitsu-Siemens
The service environment is constantly changing in response to a competitive market, more complex service offerings, the advancement of new technologies and an increasingly direct customer interface. Organisations require a disciplined process that can introduce required changes rapidly into this environment with minimal disruption to ongoing operations.
Effective change management will enable you to achieve workforce optimisation, drive productivity and achieve best-in-class performance.
This interactive master class will focus on:
- Managing the human element of change as service transforms from a support function to a profit-generating function
- Developing change management programmes to engage employees in the transformation process
- Overcoming resistance to change and securing organisational buy-in to service management
- Developing KPIs and implementing competencies to measure the effectiveness of your change management programmes
- Creating incentives to fast-track change and motivate your field force
Kraft Schumann is the former Head of Logistics for Fujitsu-Siemens, a role he held for twelve years. There, he was responsible for spare part logistics including the repair cycle, parts supply and reverse logistics. He oversaw projects integrating around 3500 technicians and partners worldwide – projects where successful change management was vital. In addition to being part of the management committee, Kraft was also in charge of productivity improvements. He is a founding member of ISLA, elected Chairman by the General Meeting of Members.
Registration for master class: 08.30 - 9.00
Master class: 9.00 - 12.00
Coffee break at 10.30