Field Service Management Australia 2011

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The Most Established Event Delivering Value to the Australasian Service Industry …

The Most Established Event Delivering Value to the Australasian Service Industry

What’s new for the 3rd annual event in 2011?
Leading National and International Case Studies – Get the best perspective for your business needs from first-rate organisations around the globe
Interactive Roundtables and Panel Sessions – Gain the maximum value
Engaging Exhibition featuring product launches, demos and technology showcases
Maturity specific streams enabling you to benchmark your business and hear from others in a similar position
Wide Range of Industries – Allowing you to network with not only your peers but also share best practice across all industries

For more information, visit www.fsmaustralia.com.au or call +61 2 9229 1000.

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  • 1. The 3rd Annual Australasian Es nt Ev Th lis usField Service and Workforce Mobility Conference ta in e e he tra b A M d os FS lasi t M a Field Service Management 2 0 11 www.fsmaustralia.com.au  Allan MacMaster, Project Manager, Key Topics Featured Transformation Team, SCOTTISH WATER, UK at FSM2011  Matt Allington, Global Business Process Lead  Leveraging Successful Field Service – Mobile Customer Management, Management as a competitive THE COCA-COLA COMPANY advantage  Doug Wilson,  Building a successful business case Chief Information Officer, THE NEW ZEALAND  Customer Service and the from of FSM AUTOMOBILE ASSOCIATION  Organisational and cultural change  Darryl Steven, management Group Manager Energy  FSM Optimisation – Ensuring you get Transformation, the most of what you have ENERGEx AUSTRALIA  Complex scheduling and time sheeting  Superintendent Lance Martin APM, Program Manager, Communications  The role of GPS and GIS Infrastructure / IT Program Delivery, WESTERN AUSTRALIA POLICE  Staff training and solution deployment  Peter McDonald, Programme Director - Mobile Computing, VICTORIAN POLICE  Matthew Taylor, Chief Information Officer, INTERNATIONAL ENERGY SERVICES  Geoff Reid, Group Computer Services Manager, BUNZL AUSTRALASIAFocus Day & Workshops: 22 & 23 March 2011  Andrew Faid,Conference: 23 - 24 March 2011 Information Systems Manager FBNZ,Venue: Australian Technology Park, Sydney FONTERRA ANZOrganised by: Researched & developed by:  Graeme Fairley, Senior Project Manager, WESTERN POWER Associate Partners: Event Partner: Featured Partners: Exhibitors: Supported by: Endorsed by: We Manage Mobility
  • 2. The 3rd Annual Australasian  HOWCASE real implementation case studies S Field Service and Workforce Mobility ConferenceDear Colleague, Field Service Management providing an effective roadmap for you to mitigate 2 0 11 against potential roadblocks, overcome challengesWith increased pressure to boost worker productivity, of integration, culture change and adoption toreduce paper and improve customer experience it realise enhanced field services.has become business critical to manage work in thefield in a proactive and efficient way. Currently, we are all  VALUATE the latest mobility applications, E striving to achieve greater visibility on their sales and field business software and tracking solutions thatforce operations to ensure better financial outcomes and are delivering value to both your peers and yourcustomer service delivery. competitors!If you are currently looking at how to streamline your BENCHMARK with a broad range of organisations  operations, realise cost savings, and deliver world-class to better understand service industry KPIs andservice in the field then FSM 2011 is the event for you. performance levels that can inform your knowledge and assessment of your key result areasAs Australasia’s most established event, the summit willcater for the needs of both the traditional field servicedisciplines and those beginning to embrace mobile working. “FSM is an important forum to benchmark industry progress”We will have in attendance representatives from acrossmany sectors including utilities, retail, and transport, Tony Thornton, National Service Manager RHEEMhealth, government and emergency services. Leadingorganisations will discuss the growing productivity andefficiency benefits they are realising from their service What’s new for the 3rd annual event in 2011?management strategies, enhanced scheduling, data  capture and technology investment. Leading National and International Case Studies - Get the best perspective for your business Successful FSM is no longer a nice to have, it is a business needs from first-rate organisations around the globenecessity. As a result, the role of the service manager in  Interactive Roundtables and Panel Sessions now more important than ever. - Gain the maximum value Hear how organisations are developing their service  ngaging Exhibition featuring product launches, demos Ecapabilities and put your programme on the right path. and technology showcases We look forward to seeing you next March!  aturity specific streams enabling you to benchmark M your business and hear from others in a similar positionKind regards,  ide Range of Industries - Allowing you to network with W not only your peers but also share best practice across all industries For More Details on the Event Please Visit:Jason HulmeDivision Director, IQPC Australia www.FSMaustralia.com.auThe Conference ProgramThe 2011 agenda features a combination of leading national and international case studies. Thestructure is a combination of presentations, roundtable discussions and interactive sessions thatallow you to be more hands on.With the event in its third year we are committed to ensuring we continue to deliver first class valuefor our attendees. To reflect this we have incorporated service optimisation maturity themes and arecatering to those eager for both sales and field force improvement strategies.Clearly the challenges of culture change and legacy systems remain in the pursuit ofenhanced field services. In 2010 over a quarter of the audience recordedthat they hadn’t yet realised benefits from their recent mobile technologyadoption. Despite the initial investment the culture change and abilityto extract the full value from the technology is clearly hindering manyorganisations.We have dedicated sessions tackling the issues involved inculture change and gaining senior management support forinitial or second generation service improvements.
  • 3. Conference Day One Wednesday 23rd March 2011Welcome Remarks from the Chair 10.00 CASE STUDY: Reducing Costs and Increase Client Satisfaction: Uncovering both the Tangible and Intangible benefits of successful FSM KEYNOTE SESSIONS • Who is the customer Advancing Field Service operations and delivery • What are the drivers for change and how are they aligned to what customers9.00 INTERNATIONAL KEYNOTE PRESENTATION: The evolution of Field want Service Optimisation that transformed Customer Service Delivery • How to do more for less and still improve service • overcoming the cultural & behavioural challenges when implementing mobile • How the simple use of electronic data can lead to improvement objectives / scheduling solutions • How to measure success and maintain the focus • Implementing and utilising technology to dramatically reduce service delivery Darryl Steven, group Manager Energy Transformation, Energex Australia cost and eliminating repeat visits 10.30 Building Cost Justification and its Correlating Technology Options • Creating a benefits realisation framework to make sure you get the most out Featuring first-hand customer examples of how technology has been deployed of your investment in different organisations and the benefits that have been realised through a • Increasing operational visibility by eliminating handwritten errors and more range of technologies effective field data capture Mary Brittain-White, Chief Executive officer, Retriever Communications Allan MacMaster, Project Manager, Transformation Team, Scottish Water, UK9.30 PRESENTATION: Using Workforce Management Technology and Process TECHNOLOGY SOLUTIONS AND INNOVATION SHOWCASE Improvements to Enhance the Customer Experience demonstrations of the hottest technologies and solutions in field mobility, coupled • developing a tailored system to support field service staff with advice on how you can best leverage them in your own organisation. during • Refining scheduling procedures to move towards shorter customer this session you will have access to the very latest in force automation, service appointment windows management software provided by Australia’s leading technology solutions experts • Providing phone and web touch-points to customers to ensure they are kept accompanied by their clients who have already realised the business value. updated • Reducing costs whilst maintaining a high quality service Coffee and Networking Opportunity Break Matt Allington, global Business Process lead – Mobile Customer Management, The Coca-Cola Company TECHNOLOGY SHOWCASE: Proudly Hosted by Panasonic STREAM A Service Optimisation Fundamentals STREAM B Driving Performance and Innovation12.00 FACILITATED SESSION: Identifying your Business Needs to Ensure a 12.00 IMPLEMENTATION UPDATE SESSION: Analysing Developments and Successful Mobility Roll-Out Advancements 12 Months On – From Implementation to Upgrade/ This session is a platform for peers to benchmark their existing operations Expansion in an interactive learning environment. This benchmarking opportunity will leading speakers from FSM’10 will be invited back to provide their view on provide you with practical advice, insights into recent mobility projects, and how their second/third generation mobility programmes are progressing. This the techniques to help you: is a great opportunity to quiz experienced practitioners who have developed • Plan and design the mobility and field service platform that is right for your the skill-set to drive forward their service operations and are ready to share organisation their insights with you on: • Implement new work processes that will streamline your operations • The impact of fast evolving technology and its value to the area of field • Secure buy-in and oversee change to ensure success in your field service services optimisation project • lessons learnt to date on the service excellence journey Donal Maguire, Sales & operations director - new Zealand, Aristocrat • Areas to be mindful of and strategies to move forward your mobility projects Technologies NZ to second/third generation initiatives12.30 PRESENTATION: Paperless Supply Chains - Is it Time? Kate Bradshaw, Team Manager Field Systems, Yarra Valley Water Peter McDonald, Programme director- Mobile Computing, Victorian Police • Why is paper used in supply chains? • Why won’t it go away? 12.30 LEVERAGING MAxIMUM VALUE PRESENTATION: Building on Current • does mobile technology now have the answer? Field Service Management Systems to Stay Ahead of the Curve and • Could we, should we, will we make it happen? Maximise Competitive Advantage Murray Fane, director- Business Services, CHEP • Exploring new functionality enabled by advances in technology • Ensuring your organisation keeps up with the changing demands being placed on workers in the field • Aligning field service solutions to the organisational business plan and strategic goals Lunch and Networking Opportunity Break OPERATIONAL EFFICIENCY IN SERVICE DELIVERY OPERATIONAL EFFICIENCY IN SERVICE DELIVERY STREAM A Field Service Automation STREAM B: Utilities Interactive2.00 GOVERNMENT PRESENTATION: Securing Funding for Mobility Projects – 2.00 BENCHMARKING AND KPIs: Meeting Audit Requirements and Producing A Government Perspective Better, More Accurate Data; Mobile Workforce - Implementation for Faults • Senior executive engagement with government and corporate marketing and Beyond strategies order to secure funding • leveraging mobile technology for fault management in an electrical network • linking to all of agency initiatives, the defined key performance indicators utility; and alignment to broader government objectives including safer • The leap in benefits provide by integrated mobile gIS - in field, in the control communities and innovation in government room and for the asset manager • Assessing government trends and identifying opportunities and pressure • Beyond faults, progressing field force automation to planned work. points • Comparing a mobile fault solution to mobility for planned work Greg Italiano, Executive director, Western Australia Police Graeme Fairley, Senior Project Manager, Western Power2.30 CASE STUDY PRESENTATION: Developing a Robust Technology Platform 2.30 BENCHMARKING AND KPIs: Smart Service and Practical Advice on Large for the Roll-out of Scheduling and Mobile Technology Solutions to Scale Mobility Deployments Support Mobility in Emergency Services • optimising resources to maximise revenues, customer satisfaction and • Staying on track- from concept through to technology choices retention • Undertaking process reviews to ensure maximum success from your • Harnessing technology as the key enablers of superior field service implementation project • Scheduling- getting the technology to work for you! • Achieving technology standardisation to prepare for project go-live • Reducing operating cost • Business and technical considerations for success • doing more with less Todd Cottee, Ag Communications Centre Manager, ACT Emergency Kate Bradshaw, Team Manager Field Systems, Yarra Valley Water Services AgencyCoffee and Networking Opportunity Break 4.30 Presentation: Moving from Voice to Data: Is there a Place for Both?TECHNOLOGY SHOWCASE: Proudly Hosted by Datalogic • Radio and telephony have long established roles in field communications, in rapid response and in service delivery. Is information technology DELIVERING ExCEPTIONAL CUSTOMER SERVICE - superseding them, or simply adding to the mix? ExCEEDING SERVICE LEVELS • What is the impact of this change - on people, processes, technology and cost4.00 Keynote Interactive Discussion and Benchmarking Clinic: Exploring the • What are the likely implications - for organisations and for front-line staff? Changing Face of Service Management greater convergence, better operational effectiveness, or simply more This session will tackle key challenges from change management, to technology complexity? choices and integration. Put your questions to our panel of cross industry experts Peter McDonald, Programme director- Mobile Computing, Victorian Police and use the opportunity for benchmark your existing service management. • How is service delivery and operational excellence evolving? 5.00 Presentation: Optimising Customer Service through CRM Improvements • How to support the roll-out of scheduling and mobile solutions to ensure • Improving the speed of service success • Making real-time customer data available to your service team • How to get the most out of your mobile workforce? • Encouraging effective use of customer data in the field • Benchmarking KPIs Chris Nielsen, national Service Manager, Kubota Tractor Australia Sumair Dutta, Senior Research Analyst - Service Management, Aberdeen End of Conference Day One Group JOIN US FOR THE FSM 2011 DRINKS RECEPTION
  • 4. Conference Day Two Thursday 24th March 2011Welcome Back Remarks from the Chair 12.00 Presentation: Leveraging Technology to Improve the Ability of Workers in the Field to Access Company Data KEYNOTE SESSIONS • Facilitating workers to get job information online Change Management and Workforce development • Automating previously paper-based processes9.00 KEYNOTE PRESENTATION: Measuring Success – Efficiency, Productivity • Increasing the accuracy of the data received from the field and Customer Retention • Reducing the need for duplication into a mobile management system • Using performance metrics to establish the success of your field service • Facilitating communication with the depot via radio, gPRS and WiFi • Measuring and benchmarking efficiency rates Jonathon Bonnici, System Implementation Manager, Tieman • Understanding customer needs and assessing retention rates and loyalty Lunch and Networking Opportunity Break base • Building further on a dynamic and efficient field service capability- aligning ENABLING FIELD FORCES FOR IMPROVED your strategy with technology innovation ASSET MAINTENANCE AND DATA QUALITY Matthew Taylor, Chief Information officer, International Energy Services 1.30 Early Adopter Presentation: Optimising Service Delivery for Maximum9.30 KEYNOTE PRESENTATION: Showcasing Efficiency Gains from Enhanced Company and Customer Benefit Service Management Initiatives • Exploring Hirotec’s journey of providing service teams with state-of-the-art • Translating effective strategies into real business efficiency gains equipment • optimising your customer service for sustainable business and SlA • developing the availability and capability of the field service teams and compliance impact on wider business • Ensuring your mobility and service transformation projects maintains • Advantages of an enhanced field force capability and where next for momentum Hirotec’s service delivery • Communicating the benefits within the organisation for future upgrade Walter Rafin, general Manager, Hirotec potential 2.00 PRESENTATION: Using Mobile Technology to Drive Field Service Doug Wilson, Chief Information officer, The New Zealand Automobile Excellence and Maintain Complex Parts Association • Eliminating inefficient paper-based systems through implementing a mobile work management system TECHNOLOGY SOLUTIONS AND INNOVATION SHOWCASE • Providing two-way data flow between the company’s information system anddemonstrations of the hottest technologies and solutions in field mobility, coupled field technicianswith advice on how you can best leverage them in your own organisation. during • delivering instant access and monitoring of asset informationthis session you will have access to the very latest in force automation, service • Meeting audit requirements and producing better, more accurate datamanagement software provided by Australia’s leading technology solutions experts Mick Cooper, Service Manager, Toyota Material Handlingaccompanied by their clients who have already realised the business value. Coffee and Networking Opportunity BreakCoffee and Networking Opportunity Break 3.00 PRESENTATION: Achieving Real-time Visibility of Sales and Daily Delivery11.00 PRESENTATION: Successfully Implementing a Mobility Solution Activities – the Why and How! • Identifying and selecting technology according to functionality requirements • Exploring new functionality at Fonterra • Tackling integration issues with the existing enterprise IT architecture • outlining the challenges and strategies involved in technology deployment • Channelling the power of central systems to workers in the field • delivering benefits direct to the workforce and organisation • Complying with regulatory requirements Andrew Faid, Information Systems Manager FBnZ, Fonterra ANZ • Future proofing devices, software and applications to ensure flexibility and 3.30 PRESENTATION: Time Counts- Using Lean Processes to Enhance Your cost reduction Service Delivery Superintendent Lance Martin APM, Program Manager, Communications • delivering a consistent quality of work to customers Infrastructure / IT Program delivery, Western Australia Police • Implementing procedures such as value-stream mapping to optimising11.30 PRESENTATION: Sales Force Optimisation response timeframes • getting a return on your investment in mobile solutions within three months • Minimising waste • Saves 56 labour hours every day through mobility technology 4.00 CLOSEOUT Interactive Discussion: Concerns, Insights and Unanswered • Enabling your sales force to operate effectively in the field Questions from the Summit Geoff Reid, group Computer Services Manager, Bunzl Australasia An open discussion distilling some of the key messages from the 2011 summit. This session provides a unique opportunity for delegates to share their insights, raise unanswered questions and provide their own perspective. End of Conference FSM 2010 has been specifically FSM 2011 is the perfect platform for you to refresh your organisations thinking on field service productivity, customer service management designed for: and advancement through technology. This summit brings together professionals across a wide range sectors Field Service Managers, and from traditional field service companies to new organisations looking National Service Managers, to capitalise on enhanced workforce mobility. Operations Managers, With increased pressure to boost worker productivity, reduce paper and improve customer experience it has become essential business Network Managers, critical to manage work in the field in a proactive and efficient way. FSM 2011 will give you a tool box and range of perspectives to address these Managers of Information Systems, issues within your own organisation. Infrastructure Managers If you are currently looking at how to streamline your operations, realise cost savings, and deliver world-class services in the field then FSM From the following core industries: 2011 is the event for you. Building on our experience in the Australasian market, and from our research bases in the US and Europe we bring you Utilities the foremost learning and benchmarking opportunity. Telcos By attending FSM 2011, you will discover strategies being developed to optimise productivity, efficiency and customer service that will enable you Break / Fix to find benefit for your organisation Emergency Services Whatever your stage of implementation, there are huge improvements in customer service, efficiency and productivity still to Facilities Management be made. Through this forum you can gain insight into how others FMCG are advancing field service processes and benchmark your existing processes, technology adoption and level of customer service. With the Engineering and Construction dedicated maturity streams you can join in the discussions that directly relate to your own business needs. BOOK NOW! T +61 2 9229 1000 F +61 2 9223 2622 E registration@iqpc.com.au W www.FSMaustralia.com.au
  • 5. WORKSHOP A Customer Service Quality &Effectively Managing Change Responsiveness FOCuS DAyin your Organisation Delivering for your CustomersWednesday 23rd March 2011 • 6.00pm – 8.00pm Tuesday 22nd March 2011 • 9.30am – 5.30pmRationale: Welcome Remarks from the ChairSelecting and rolling out a field services solution is only half the battle. one of PRESENTATION: Understanding Customer Needs and Proactivelythe primary focuses of successful implementation is placed on ensuring that Improving the Customer Experiencethe users of the new system are on board from the outset... thus getting them • Strategies to ensure customers are kept updated on the progress of jobsexcited about using the new tools that will be available to them. to maximise customer satisfactionTake-Away Strategies: • Keeping your field service ahead of what your customer base demands• Pushing the virtues of the new system and ensuring concerns are allayed in order to minimise churn• Making sure workers are using the field service system from the very outset • Best-practice strategies for ensuring the most positive customer• Training staff and communicating internally experience• Reshaping business processes to match the new processes • Strategies to ensure SlAs are met • Implementing upgrades to field service systemsSuperintendent lance Martin APM, Program Manager, Communications PRESENTATION: Engaging and Motivating your Staff to EnsureInfrastructure / IT Program delivery, Western Australia Police Successful Service Delivery • Instilling a vision of the technicians role in customer service delivery • Training your staff to be more responsive to customer needs • developing a first-class mobile workforce through training andWORKSHOP B engagement • Embedding productivity KPIs and continually measuring performance Coffee and Networking Opportunity BreakVision to reality - strategies to PRESENTATION: Managing Change and Technology Integration in Healthcare Selecting and rolling out a field services solution is onlysuccessfully implement your half the battle one of the primary focuses of successful implementation is placed onoptimise field service project ensuring that the users of the new system are on board from the outset and the need to get them excited about using the new tools that will be available to them.Tuesday 22nd March 2011 • 5.30pm – 7.30pm • Strategy towards achieving full workforce mobility • Reshaping business processes to support technology solution(A light supper will be included) • Investment in people - change management and training • greatest challenges and benefitsRationale: gavin Hudson, Business Services Manager, KinCareRationale: organisations are inherently complex and lack consistency in deliveryof field service that no technical solution will provide a quick fix. don’t despair; KNOWLEDGE SHARING FOCUS: Driving Excellence in Customerthis workshop will explore strategies that will help you plan your rollout to ensure Service Delivery- Hints & Tipsyour solution ticks all the right boxes. This session will provide delegates with the opportunity to share tools and techniques for customer service optimisation.Take-Away Strategies: With a focused group of attendees looking specifically at this aspect you• developing a roadmap that starts with complete visibility of the end to end can contribute to the knowledge sharing and discussions on about the process - everyone from the front line to central office needs to know “WHy” & matters currently affecting your customer service delivery. “HoW” their actions impact the decisions other make. Lunch and Networking Opportunity Break• Ensuring that you have clear objectives and the full business requirements to build the appropriate solution PRESENTATION: Session Outline to be Confirmed• getting quick results to help build momentum and senior management buy-in david Anderson, Manager- Customer operations, State Water to change Corporation• Managing baseline performance to set future goals, including optimisation of INTERACTIVE SESSION / KNOWLEDGE SHARING FOCUS: Driving your solution through better forecast and planning. Excellence in Customer Service Delivery- Hints & Tips This session will provide delegates with the opportunity to share tools andAllan MacMaster, Project Manager, Transformation Team, Scottish Water, UK techniques for customer service optimisation. With a focused group of attendees looking specifically at this aspect you can contribute to the knowledge sharing and discussions on about the matters currently affecting your customer service delivery. The 3rd Annual Australasian Chaired by: david Anderson, Manager- Customer operations, STATE Field Service and Workforce Mobility Conference WATER CORPORATION PRESENTATION: Utilising Technology to Deliver on your SLAs • leveraging information to improve the way customers are served • Strategies to deliver high-calibre service whilst maintaining profitability • Maximising customer satisfaction by encouraging effective use of customer data in the field Field Service Management darryl Steven, group Manager Energy Transformation, Energex Australia FACILITATED BENCHMARKING: Focus for the Future – Outcomes 2 0 11 from the Day • Integrating the customer’s function with your service function • Focusing on the entire customer lifecycle whilst focusing your workforce BOOK NOW! T +61 2 9229 1000 F +61 2 9223 2622 on organisational growth and revenue generation • Providing improved availability for your customers whilst reducing cost E registration@iqpc.com.au • Understanding the importance of availability and the need for affordability W www.FSMaustralia.com.au • Examining the industry shift from selling labour to selling availability World Class Content and Perspective: IQPC understands the value of to the point, relevant and structured content. Not only are you able to take advantage of the wealth of perspective at the event but we also ensure that you have access to some of the industries most respected figures. The FSM portal (www.fsmaustralia.com.au) offers you insightful interviews and case studies from around the globe.
  • 6. About our SponsorsAssociate Partners:Retriever Communications is a leading field force automation company thathas received substantial international industry recognition. Pioneering thetechnology since 1996, Retriever continues to be the leader in wireless fieldtechnology to improve field worker productivity. Our capability, scalability andreliability combined with high quality service standards have allowed us to gainoutstanding customer satisfaction ratings. Trust our technology to manage yourfield workers.GE serves the energy sector by developing and deploying technology thathelps make efficient use of natural resources. With nearly 85,000 globalemployees and 2009 revenues of $40 billion, GE Energywww.ge.com/energy is one of the world’s leading suppliers of powergeneration and energy delivery technologies. The businesses that compriseGE Energy-GE Power & Water, GE Energy Services and GEOil & Gas-work together to provide integrated product and service solutionsin all areas of the energy industry including coal, oil, natural gas and nuclearenergy; renewable resources such as water, wind,solar and biogas; and other alternative fuels.Event Partner:ClickSoftware is the leading provider of automated workforce managementand optimisation solutions for every size of service business. Our portfolio ofsolutions, available on demand and on premises, create business value throughhigher levels of productivity, customer satisfaction and operational efficiency.Our patented concept of ‘continuous planning and scheduling’ incorporatescustomer demand forecasting, long and short term capacity planning, shiftplanning, real-time scheduling, mobility and location-based services.Featured Partners:Datalogic Mobile, a part of the Datalogic Group, is a global player in the ruggedmobile computing industry, offering a full range of products dedicated to 3 coreverticals - warehousing solutions, field-force automation and retail in-store.The Datalogic Mobile range includes pocket sized devices, industrial PDA’s,pistol grip terminals and vehicle mounted terminals which we underpin with acomplete choice of middleware software solutions. We guarantee our partnersand end users the highest level of compatibility with open industry standards.Panasonic Toughbook – No ordinary notebook. Panasonic Toughbooks arebuilt to withstand the harsh conditions of outdoor working environments. Usedextensively worldwide, Toughbooks are designed to protect components thatare most frequently damaged, resulting in maximum uptime and productivityat a lower total cost of ownership. Built to deliver the ultimate combination ofmobility and durability, Toughbooks keep field staff connected and productive,reducing downtime and significantly lowering IT servicing and repair costs.With a Toughbook you can be confident that your equipment will withstand thetoughest treatment. For more information visit www.toughbook.com.au or phone(02) 9986 7400.
  • 7. Exhibitors RAM Mounts – Distributed by Southern Insight RAM is the revolutionary universal ball and socket mounting system that allows you to mount practically anything anywhere. Unwillingto compromise durability and versatility, many RAM products are available tosupport devices from less than a kilo to 84 kilos. Our mounting bases andcomplete kits are manufactured to perform above expectations and remain costeffective. For over a decade RAM Mounting Systems has provided productsthat remain top of the line. For your next mounting application, choose wisely.Choose RAM. Sky Technologies is a mobile applications company that enables its customers to mobilize any business process on any mobile device using a single technology platform;Our Business Solution Suite of “code free” applicationscan be seamlessly integrated to any back end business system or database.Sky Technologies is a market leader in enterprise mobility. Epicor Software is a global leader delivering business software solutions to the manufacturing, distribution,retail, hospitality and services industries. With 20,000 customers in over 150 countries,Epicor provides integrated enterprise resource planning (ERP), customer relationshipmanagement (CRM), supply chain management (SCM) and enterprise retail softwaresolutions that enable companies to drive increased efficiency and improve profitability.Founded in 1984, Epicor takes pride in more than 25 years of technology innovation. Intermec Inc. (NYSE:IN) develops and integrates products, services and technologies that identify, track and manage supply chain assets and information.Core technologies include RFID, mobile computing and data collection systems, barcode printers and label media. The company’s products and services are used byFortune 1000 companies around the world. The owner of numerous RFID patents anda leading provider of 2D bar code scanning and printing, for over 40 years Intermecproduct solutions have been a significant influence in shaping the landscape of theAIDC industry. That’s why 70% of the Fortune 1000 have put their trust in Intermec.Intermec not only delivers best-in-class data capture and mobile computing solutions,the company provides the expertise and connections to implement new systems andprovide quality support long after. Visit www.intermec.com.au SOTI Inc. develops industry-leading technology that solves the unique challenges of Managing, Supporting, Securing and Tracking remote mobile and desktop computingWe Manage Mobility devices. Organizations across all market verticals rely on SOTI products to achieve their ROI targets by increasingproductivity, minimizing downtime and reducing labour costs. Today, over 80,000customers and 300 local support partners in over 120 countries employ SOTI’stechnology to manage hundreds of thousands of mission-critical mobile devices.www.soti.net Yambay is a leading provider of scheduling and mobility solutions for field service management. We specialise in providing strategic solutions which meet the enterprisecustomer’s high standards of performance and reliability and cover the full range ofcurrent and future business requirements.Yambay’s product software is used in enterprise deployments in Australia, USA, UK,New Zealand and South Africa covering a range of business processes including assetmanagement, inspections and emergency fault work. Systems supported includethose from GE, IBM, SAP, Mincom and most GIS vendors. Motion Computing is a leading provider of integrated mobile computing solutions, combining world-class products with services customised for the unique needs of target vertical markets. The company’s enhanced line ofrugged tablet PCs, mobile point of service solutions and accessories are designed toincrease mobile productivity while providing portability, security, power and versatility.Motion Mobility Solutions offers a complete portfolio of products, services and supportthat helps ensure a successful mobile deployment for increased productivity, reducingproject risk while delivering a more rapid return on investment.www.motioncomputing.com.au AirData – Premier Partner Motorola EMb, is a specialist provider of enterprise-class mobility solutions. AirData has over 30 years experience in mobility, providing true end to end solutions to a wide variety of industry verticals including, Field Sales/Service, Retail, Transport & Logistics,Government, Healthcare and Warehouse & Distribution. With representation in Sydney,Melbourne and Brisbane, AirData provides consultation, design and implementationof effective solution models that will mobilise your business. For more information call1300 655 746. e-merge Data Solutions is a dynamic mobility and field data solutions company that hosts an arsenal of wireless information solutions to suit any organisations field requirements. Its vision is to simplify the mobility space by offering easy to implement, flexible solutions that require little technology capability from itspartners. With solutions implemented from 10 to than >200 people teams, e-merge’sflexible systems rapidly adapt to fit its customers business processes. This philosophygives its customers the competitive edge, when needing to be adaptive to changingbusiness requirements. AirData is demonstrably a leader in assisting organisations ‘mobilise the enterprise’ with several key awards and much industryrecognition for delivering innovative turnkey and bespoke solutions and significantROI’s. AirData has over 30 years’ experience in mobility, providing true end to endsolutions to Field Sales/Service, Retail, Transport & Logistics, Government, Healthcareand Warehouse & Distribution industries and segments. AirData leverages leadingindustry partners and our in-house development capabilities. For more information call1300 655 746 | Email: contactus@nec.com.au | Phone: 131 632 | www.nec.com.au
  • 8. WHeRe Register Early & Save! Australian Technology Park Conference Centre Bay 4, locomotive Workshop, Eveleigh nSW 1430 Tel: +61 2 9209 4429 Fax: +61 2 9209 4439 www.atp.com.au To speed registration, please provide the priority code located on the mailing label or in the box below. Complimentary bus transfers will be provided to and from Australian Technology Park from the Citigate Central Hotel. C*PdFW located at 169-179 Thomas Street, SydnEy WHen? 22 - 24 March 2011 Team DiscounTs IQPC recognises the value of learning in teams. Take advantage of one of these special rates:  Register a team of 3 to the conference at the same time from the same company and receive $500 discount  Register a team of 4 to the conference at the same time from the same company and receive a free pass for a 5th delegate  Ask about multi-event discounts. Call + 61 2 9229 1000 for more details Please note: Only one discount applies accommoDaTion The lido group are the official booking agent for the Field Service Management 2011 event. The lido group have negotiated event rates at a range of hotels for all attendees of this event. To take advantage of these rates & book direct on the website, please go to www.fsmaustralia.com.au and click on the Venue & Accommodation page. 16559.003 QUICK and EASY WAYS to REGISTER TElEphonE +61 2 9229 1000 FAX +61 2 9223 2622 EmAIl registration@iqpc.com.au The 3rd Annual Australasian WEbSITE www.fsmaustralia.com.au Field Service and Workforce Mobility Conference mAIl IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000  RegisTeR me for FSM 2011 PLus Workshops A B Focus day (PHoToCoPy THIS FoRM FoR AddITIonAl dElEgATES) Field Service Management DELEGATE 1 [TITlE] 2 0 11 [SURnAME] [FIRST nAME] DELEGATE 2 [TITlE] [SURnAME] [FIRST nAME] PoSITIon EARlY bIRd SAVE pACKAGES *Register & pay $200 STAndARd pRICE EMAIl before 24.12.10 oRgAnISATIon Conference Only $3099 + GST = $3408.90 $3299 + GST = $3628.90 AddRESS Conference + 1 Workshop $3599 + GST = $3958.90 $3799 + GST = $4178.90 PoSTCodE Conference + 2 Workshops $3995 + GST = $4394.50 $4195 + GST = $4614.50 Conference + Focus Day $4295 + GST - $4724.50 $4495 + GST = $4944.50 TElEPHonE ( ) FAX ( ) APPROVING MANAGER All inclusive attendance $4595 + GST = $5054.50 $4795 + GST = $5274.50 [TITlE] [SURnAME]* Payment must be received by IQPC prior to 5pm AEST on the cut-off date. 2 WAYS TO SAVe!# Registrations received without payment or a Government PO will incur a processing fee of $99 + GST = $108.90 per registration. Book early for huge [FIRST nAME] * Please send me set(s) of AUdIo CoMPACT dISCS and PRESEnTATIonS Cd at $878.90 eARLY BIRD savings. ($799 plus gST) or $603.90 ($549 plus gST) Presentations Cd only Book as a TeAM, PoSITIon * Please keep me informed via email about this and other related events save & benefit as a team. NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment EMAIl or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. * CHEQUE EnCloSEd FoR $ (Please make cheques payable to: IQPC) This card will be refunded once alternate payment has been received. PRIVACy - yoUR CHoICE PlEASE CHARgE * American Express * Visa * MasterCard * diners Club Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your CREdIT CARd nUMBER email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details. To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department, Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email database@iqpc.com.au, call 02 9229 1028 or fax 02 9223 2622. AMEX 4 dIgIT CodE EXPIRy dATE * I do not wish to have my details made available to other organisations IQPC CAnCEllATIon And PoSTPonEMEnT PolICy: FoR dETAIlS oF IQPC’S nAME oF CARd HoldER [PlEASE PRInT] CAnCEllATIon And PoSTPonEMEnT PolICy PlEASE VISIT: www.iqpc.com.au © 2010 IQPC ABn 92 071 142 446 All RIgHTS RESERVEd. The format, design, content and arrangement of this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.