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Knowledge Management for Service & Support


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Bringing together 100+ leaders in service, technology, and knowledge management, Knowledge Management for Service and Support is THE ONLY North American cross industry knowledge management event that explores both customer and product-based support strategies that transform data into revenue. For more information, please visit

About the Event:

For service organizations in today’s economy effective knowledge management is an opportunity to differentiate from your competitors by providing best-in-class product support. This requires not only increased focus on effective troubleshooting, data mining, archiving and documentation to get the most out of your information and knowledge base to support new product lines and product upgrades, but also as utilizing knowledge management as a tool to drive workflow and process change.

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Knowledge Management for Service & Support

  1. 1. Register by May 15th and save $700 Discuss Best Practices in Knowledge Leveraging Institutional Knowledge to Enhance Product Support and Customer Support with the Management Expert Speaker Faculty: Ivin Smith Vice President, Customer Service and Worldwide Tech Support for Service and PITNEY BOWES Lynn Holmgren Vice President Customer Care Support TM WHIRLPOOL August 17-19, 2009 Tim Saur Boston, MA SVP of Finance, Operations and Service DURST IMAGING Transforming Customer and Product Craig Bernero Global Senior Director - Support Data Into Revenue Technical Support Infrastructure Software and Environments EMC Attend Knowledge Management for Service & Support and walk-away with strategies to: Keith Sheardown General Manager • Improve knowledge transfer from first call to delivery Technology Solutions • Enable a consistent, integrated resolution process through web and assisted service channels BOMBARDIER TRANSPORTATION • Measure what substantiates the value for which your customers pay for service • Bolster knowledge sharing in your support community to enhance the customer experience Brad Smith Senior Director Global • Construct the business case to implement systems and processes that analyze direct and Support Experience indirect costs Group • Explore the latest web 2.0 and social networking capabilities for service and support SYMANTEC environments Robert Bell Director of Customer Make our speakers’ successes your own: Care Centers MCKESSON • Bombardier: Reduce repeat work orders by 35% • Sun Microsystems: Developing a service university to increase employee morale, Mike LeSavage customer satisfaction and corporate profits Director Integrated Field Service • Ventana Medical Systems: Achieving 25% average annual growth rate for the past 5 BALTIMORE GAS & years ELECTRIC • Pitney Bowes: Capturing incremental revenue through customized service offerings Jim Fetterman • Whirlpool: Saving $4 million by utilizing an internal knowledge sharing site and Vice President Service innovation database FEI Reg Stump Senior Director, Customer Sponsor: Media Partner: Support Operations, North America VENTANA MEDICAL SYSTEMS 1-800-882-8684 |
  2. 2. WHO SHOULD ATTEND: Knowledge Management VP/Director of Service • • VP/Director Customer Service/Support • VP/Director of Field Service for Service and Su • VP/Director Technical Support pport TM • VP/Director Support Call Center • VP/Director Knowledge Management/Systems • VP/Director of IT/ Dear Colleague, • Manager of Field Technology As we all know, after-sales service • Document/Content Manager is playing a vital role in building a manufacturers in today’s economy. competitive advantage for many There’s greater pressure to leverage reduce costs and increase productiv existing systems in order to From the following industries: ity. Considering the hesitance in inves and technology, leading organizat ting in capital-equipment • Medical Equipment ions are further leveraging knowledg create economic value when it’s most e as an organizational asset to • Semiconductor/Production Equipment needed. After all, with the current businesses, have little choice but to economic turmoil, • Office Equipment become information-based. • Industrial Equipment Knowledge Management for Serv • Telecom Equipment ice & Support is the only North Ame knowledge management event that rican cross-industry explores both customer and product-b • Transportation (aviation, defense, that transform data into revenue. ased support strategies This your opportunity to network automotive) leaders in knowledge management with the industries thought and tackle your most difficult chall • Energy/Utilities management, product support and enges in data analytics, talent utilizing web-based tools in highly • Electronics transform organizational assets into complex environments to economic value. • Self-service kiosks Getting the most out of your prod ucts and optimizing your current resou is everyone’s goal as capital investmen rces, including your people, ts across the country continue to organizations in today’s economy decline. For service ABOUT OUR SPONSOR: this presents an opportunity to diffe by providing best-in-class product rentiate from your competitors Qualtech Systems, Inc. (QSI) support. This requires not only incre troubleshooting, data mining, arch ased focus on effective offers field service intelligence iving and documentation to get the and knowledge base to support new most out of your information solutions to OEMs and end product lines and product upgrades knowledge management as a tool , but also as utilizing to drive workflow and process chan users in the commercial and ge. defense space. QSI customers have Join us in Boston and learn how your colleagues –the most innovative know consistently achieved higher customer leaders in the industry – are evolv ledge management ing their service operations into fully- satisfaction and improved profitability sharing communities via technolo functioning knowledge gy or process improvements. by optimizing field service operational Mark your calendar for August 17-1 metrics such as asset uptime, lead 9, 2009. Seats are limited so call 1-80 time to act, mean time to repair, first spot today. 0-882-8684 to reserve your time fix rate, spares consumption I look forward to meeting you in Bost rate and work force productivity. on! QSI’s TEAMS® software solutions enable optimization of product P.S. Don’t miss design for effective field service, provide timely and actionable our pre-conference service intelligence in the field Jonathan Massoud through real time and ondemand Director, Service Management monitoring and diagnostics and workshops IQ IQPC guide every technician to perform like an expert.Some of QSI's customers include Boeing, FEI Company, GE, Honeywell, NASA, Orbotech, Pratt & Whitney, Sikorsky, KEY FINDINGS FROM OUR RESEARCH: Thales and DoD. Website: Jonathan Massoud, responsible for all research and metrics. Each of these is actually highly related to the topic development for IQPC’s Service Management others, with data being the foundation. You cannot division, conducted in-depth industry research to define the data and analytics you need without knowing uncover the main issues and focuses that service the metrics and you cannot leverage the metrics without organizations are focusing their knowledge data and analytics. Each drives the other. SPONSORSHIP AND management efforts on. The topics represented on our EXHIBITION agenda directly reflect the outcomes of that research. Talent and Skill Development: Service and support OPPORTUNITIES To better understand and envision how organizations executives all over are having difficulties in staffing and are utilizing knowledge management it can be broken are looking for innovative ways to recruit, develop and Sponsorships and exhibits are down to three main areas that transcend cross retain top talent. As technology continues to develop excellent opportunities for your industry to the heart of any service organization today. improvement and process-innovation initiatives are company to showcase its products and expected to be the most important ways to lower services to high-level, targeted decision- Data Analytics: The heart of any knowledge costs within organizations in the short-term. makers attending the Knowledge management initiative, organizations need to Management for Service and Support. understand how to better analyze the knowledge they Product Support –Getting the most out of your IQPC and Service Management IQ help capture, whether its customer or product-based products and optimizing your current resources is companies like yours achieve important information. Performance management has been everyone’s goal as capital investments across the sales, marketing and branding objectives applied to various parts of a business for quite a long country continue to decline. For service organizations by setting aside a limited number of event time, particularly when it comes to manufacturing, and in today’s economy this presents an opportunity to sponsorships and exhibit spaces – all of product development. Essentially, performance differentiate from your competitors by providing which are custom-tailored to assist your management is the process of measuring progress best-in-class product support. This requires an organization in creating a platform to toward achieving key outcomes and objectives in order increased focus on effective troubleshooting, data maximize its exposure at the event. to optimize individual, group, or organizational mining, archiving and documentation to get the performance. Three elements play a critical role in most out of your information and knowledge For more information on sponsoring or exhibiting managing service performance: data, analytics, and base to support new product lines and at Knowledge Management for Service and product upgrades. Support, please contact Mario Matulich at 212-885-2719 or 2
  3. 3. Pre-Conference Workshop Day: August 17 2009 , 9:00am-12:00pm 8:45 Registration A Knowledge Management – The Missing Link The knowledge management landscape within service organizations is drastically During this workshop you’ll learn: changing. Many companies have initiatives for aggressive knowledge management • What makes Knowledge Management hard projects, these organizations are looking to better utilize the data they collect from • Why do people get Content Management and Knowledge Management confused products and customers they are finding that they are not benefitting from the expected • What is the missing link in Knowledge Management returns. That is because many of them are missing a very critical component of • What do you look for in a complete solution customer service and support. In this session Bob shares his expertise in turning data • What are the typical business benefits into intelligence and intelligence into revenue. Bob Ticknor, VP of Business Development, Qualtech Inc. 12:15pm-3:15pm 12:00 Registration (Lunch will be served) B Turning Knowledge Management into a Profit Center- How Bombardier Turned to Case Based Reasoning to Create Value for a Maintenance Organization Case Based Reasoning, or CBR, is the process of solving new problems by using solutions • Developing an initial foundation of knowledge - how to develop solutions that will to past problems. The technology began in supporting call centers at technology have the greatest impact on reliability and availability rolling stock; identifying systems companies. It has since been adopted by companies like Cummins Engine Co., Cisco, with the highest failure rates Polaris and Chrysler. Bombardier Aerospace began using software that utilized “Case • Communicating solution feedback to engineers/authors for contiuous improvement Based Reasoning” to aid in fault diagnosis in 2006; ROI was significant as it reduced call • Understanding the ROI of Case Based Reasoning 3. demand to their Technical Support Center in Toronto. In this session Keith shares how Bombardier Transportation continues to see ROI in increased vehicle availability, reliability Keith Sheardown, General Manager Of Business Development And Services For and reduced material consumption. Highlights include: North America Transportation, Bombardier • Why Bombardier turned to Case Based Reasoning to improve accessibility to technical knowledge 3:30pm-6:30pm 3:15 Registration C Developing New Training Methods to Improve Service Performance and Profitability Challenging economic times require services organizations to focus on a key asset—their corporate profits people. Rather than reducing training expenditures in difficult times, best-in-class • Creating partnerships between services, product development, vendors and customers organizations transform training expense into an investment. Sun Microsystems has to increase training effectiveness developed a service learning model that enables a proactive and consistent approach to • Combining technical, process and non-technical training into a service curriculum leading-edge skills and knowledge in the workplace while increasing the accountability • Utilizing knowledge captured through service call analysis to prioritize training required of managers and employees in developing services capabilities. Sun has implemented a • Engaging service management / employees in defining learning objectives and styles Services University which contributes to the long-term profitable growth of Sun by • Identifying core, fundamental and role based learning requirements of the service attracting, developing, and retaining high-caliber employees to services through creating organization a learning environment that equips the workforce with the necessary skills to deliver • Exploring webcasts and interactive web-training software for usability and function against current priorities and future business needs. This presentation provides best • Continuing to explore diversity and employee skill development in training practices for implementing a training strategy that contributes to the development of a high-performance culture. Key highlights include: Greg Trexler, Manager Service Delivery University, Sun Microsystems • Developing a Service University to increase employee morale, customer satisfaction and ABOUT SERVICE MANAGEMENT IQ: A division of International Quality and Productivity Center (IQPC), the Service Management division focuses on all aspects of service delivery for cross-industry service and support executives. By concentrating research and topic development into targeted programs such as Service Parts Management, Warranty Management, Knowledge Management, Service Design, Remote Service and Device Monitoring, Six Sigma and Field Workforce Optimization we can ensure our attendees are receiving the most up-to- date topics and technology discussions than anywhere else. Our unique programs are tailored to the specific needs of the service industry allowing for optimized takeaways and strategies that can be leveraged at your organization. For more information on the Service Management division at IQPC contact Jonathan Massoud at 212-885-2787, or email at * Qualified Knowledge Management Professionals PAYMENT INFORMATION REGISTRATION INFORMATION include those end-user professionals involved in • A $99 processing charge will be assessed to all registrations knowledge management, customer service, remote not accompanied by credit card payment at the time of Qualified Knowledge Management Professional Pricing* service, or knowledge transfer, or product support. registration Register Register Register Register Register Standard Standard Pricing applies to vendors, consultants, • MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC by 5/15/09 by 5/29/09 by 6/12/09 by 6/26/09 by 7/24/09 Price solution providers or any third party providing • Details for making payment via EFT or wire transfer: services to end-user professionals. IQPC maintains the JPMorgan Chase Conference Only save $700 save $600 save $500 save $400 save $200 right to qualify registration before applying discount. Penton Learning Systems LLC dba IQPC: 957-097239, $1,099 $1,199 $1,299 $1,399 $1,599 $1,799 Discounts are taken off the standard conference ABA/Routing #: 021000021 price. No two discounts can be combined. • Reference: Please include the name of the attendee(s) and the All Access Pricing** save $1,147 save $1,047 save $947 save $847 save $747 save $447 event number: 13633.002 ** All Access Pricing includes admission to 2 main $2,299 $2,399 $2,499 $2,599 $2,699 $2,999 conference days and all the workshops. Must * CT residents or people employed in the state of CT must add Workshops Only $549 each $549 each $549 each 549 each 549 each 549 each confirm workshop participation at time of 6% sales tax. registration. PAYMENT POLICY **All prices include lunches and refreshments. Payment is due in full at the time of registration. Your registration Standard Pricing Contact us at 1-800-882-8684 for special dietary will not be confirmed until payment is received and may be Register Register Standard requirements. subject to cancellation. For IQPC’s Cancellation, Postponement by 6/26/09 by 7/24/09 Price and Substitution Policy, please visit SPECIAL DISCOUNTS* Contact Customer Service at 1-800-882-8684 for VENUE Conference Only save $800 save $400 the following discounts: Go to for $1,999 $2,399 $2,799 • TEAM: Only one discount may be applied per updated venue information All Access Pricing** save $1,247 save $947 save $297 registrant. • NON-PROFIT, GOVERNMENT, ACADEMIA: ©2009 IQPC All Rights Reserved. The format, content and $3,199 $3,499 $4,199 arrangement of this brochure constitute a trademark of IQPC. Call for more information. * Discounts cannot be combined Unauthorized reproduction will be actionable under the Lanham Workshops Only $549 each $549 each $549 each Act and common law principles. 3
  4. 4. Main Conference DAY ONE: August 18, 2009 7:00 Registration and Coffee 9:45 Morning Networking Break 8:00 Welcome Remarks 10:15 Building in the Flexibility to Transform Your Jonathan Massoud, Director, Service Management IQ, IQPC Service Organization from Reactive to Proactive Tim Saur Ph.D, SVP of Finance, Operations 8:05 Chairperson’s Opening Remarks and Service, Durst Imaging Service organizations nowadays are not only tightening their belts 8:15 Optimizing Knowledge Tools & Processes: in terms of investment but are also looking to provide world-class Merging Two Cultures to Create a Unified product support and service. In order to accomplish this many have Customer Loyalty Strategy taken steps to become more proactive in their service delivery models. However, many organizations struggle with the various Lynn Holmgren, Vice President Customer Care, Whirlpool forms of proactive service and their actual expected outcomes After the 2006 merger with Maytag, Whirlpool executives realized versus a reactive model. In this session Tim demonstrates show both that cultivating loyalty is being able to provide solutions that fit your how and why you need to build your organization to become consumers' unique needs. Whirlpool executives also realized that proactive by clearly outlining key items you can deliver at different meeting customer needs starts by engaging the people who are stages of service. Key highlights include: closest to them, their employees. In response Whirlpool developed a comprehensive integration strategy which included guiding • Defining proactive service relative to your service operation principles, continual communication, employee empowerment, • Exploring both reactive and proactive service models at three training, and recognition programs. levels of service • Prevention This robust strategy has worked to motivate and empower Whirlpool • Education employees to take more accountability in Whirlpool’s redefined • Feedback customer experience strategy. Additionally, Whirlpool has pushed the • Demonstrating expected outcomes of each model and how they envelope in optimizing the customer experience by utilizing social differ in a reactive model networking software to track market and customer feedback to • Identifying what to avoid during implementation of a proactive enhance product support. In this session Lynn shares her best- model practices in developing a Gold Ring Promise, a Customer Bill Of • Exploring potential weaknesses and successes throughout the Rights, a Customer eXperience Center and a “Hit Me With Your Best process and what to avoid when implementing a proactive model Shot” knowledge-sharing program. Session highlights include: • Evaluating past strategies in building consistency of service managers 11:00 Panel Session: Identifying Your Defining Metrics • Identifying potential leaders in your own organization That Accommodate Customer Expectations • Developing internal training programs • Understanding the financial value chain to spend where it Jim Fetterman, Vice President Service, FEI matter most Craig Bernero, Global Senior Director - • Assessing skill levels of all people and ensuring they have the most PREM CMA Support, EMC relevant assignments Olga Martens-Stuurman, Manager Global Support Content • Developing a knowledge repository. to structure the familiarities Organization, Hewlett-Packard Ed Fahy, Director Field Support Services, Northrop Grumman 9:00 Driving Incremental Revenue in Today’s Economy There are a number of key quantitative strategies you need to be aware of when accommodating your customer base. Don’t let Ivin Smith, Vice President, Customer Service and numerous ‘uncleansed’ data sources and quantity stop you from Worldwide Tech Support, Pitney Bowes meeting your customers’ expectations, as service delivery is the key Most often, the company’s key performance indicators for success competitive differentiator, ultimately the battle is won how well you are: increasing incremental revenue; controlling labor costs; understand what your customers expect from you. This interactive maintaining excellent customer service and driving profit, and yield panel session is your opportunity to tap into the success of our (sales average). While service organizations have been a proponent panelists in identifying analytical methods for service delivery of service as a revenue generator - the business is now mandating transformation. Takeaways include: that they become sales generators. Therefore in order to capture • Developing internal and external support processes to identify recurring revenue your processes to better understand customer metrics in need of improvement initiatives must be much more forward-looking than ever. In this • Identifying what substantiates the value for which your customers session Ivin shares how Pitney Bowes has offered customized pay services to help improve their customers uptime and drive revenue • Defining and quantifying these metrics for their service organization through their new offering Service • Staffing an appropriate service and support environment based on Plus. Key takeaways include: qualitative feedback and analytics • Identify methods to better understand your customers initiatives • Evaluating call routing, response time and diagnosis to ensure and what other products you can sell escalation to the appropriate technician • Appealing to a new customer base with different products and • Analyzing customer satisfaction: How quickly did you fix the services problem, response time and parts replacement • Offering part-time service contracts to lessen customers cost • Considering the value in offering consulting services to existing 11:45 Creating an Employee Facing Knowledge Base: and new clients Moving From Call Deflection to Decreased • Providing your customers with tools to show the operational benefits for: Resolution Time • Uptime Robert Bell, Director of Customer Care Centers, McKesson • Product quality • Engineering support A challenge for many organizations in technical support centers is • Effectively marketing the value for these added services the lack of repeatability of calls that are received for support and 4
  5. 5. Main Conference DAY ONE: continued resolution. McKesson has changed their game plan to avoid knowledge and experiences. To prevent further loss of valuable time rewriting new articles for every work order. There’s also been and resources, it is important that organizations evolve to become debate to the usage of online web portals or developing an an information-based knowledge enterprise. A process-driven employee-faced knowledge base. In this session Rob shares approach to effectively managing and continually optimizing McKesson’s methods for examining individual training and knowledge retention is vital to building a next generation additional tech support needs required organizations with tiered- knowledge enterprise. In this session Craig shares his best-practices levels of support and cross-market training initiatives. in creating a process-driven approach and solutions that enable EMC to align organizational goals and objectives with day-to-day 12:30 Luncheon operations. Highlights include: • Evaluating past strategies in building consistency of service 1:30 Optimizing Data Capture and Analysis to managers Enhance Product Support and Service Intelligence • Identifying potential leaders in your own organization • Developing internal training programs and providing a closed-loop Brad T. Smith, Senior Director Global Support for feedback and improvement Experience Group, Symantec • Developing a knowledge repository to structure familiarities in A key component to effective service delivery optimization and top- your talent pool notch product support is the access of stored technical support • Supporting your organizational vision and strategic objectives information available in real-time to customers and partners when pertaining to business process performance and innovation they require it. As web based self-help and the online communities • Defining and sustaining a strategic approach to organizing become more effective, the majority of the customer support succession planning and knowledge retention practices experience is no longer an interaction with our support people. Maintaining a robust knowledge-base for preventative care and 3:45 Afternoon Networking Break effective troubleshooting services will allow companies to come-out of this economy with a competitive advantage across the board. 4:15 Closing Keynote: Dominant Service Design for Determining which content is effective and offers true ‘value’ to Knowledge Management’s Transformation solving your customers needs is at the heart of any successful knowledge management strategy. In this session Brad shares his Dr. Jay Lee, Professor of Mechanical, Industrial & Nuclear lessons-learned in: Engineering within the College of Engineering, University of Cincinnati • Effectively contextualizing data outside of its original source • Verifying data sources from multiple channels and tracking The world's innovation landscape has changed. Innovation is not support data from the field to the system just about new product development; it also refers to the creation • How to leverage multiple measurements into a weighted index to of new value-added services to transform better productivity and compare article effectives and determine reputation performance. Companies need to learn how to develop niche expertise with value-added innovation to compete globally. This 2:15 Keep it Simple: Leveraging Knowledge, Metrics, session introduces the concepts and strategies for product and business innovation based on a dominant innovation approach and Communications and Focus to Optimize Results Infotronics technologies. Infotronics technologies intertwine Frank Diorio, Vice President Service Operations, intelligent algorithms and electronics intelligence to predict product Pitney Bowes performance degradation and autonomously manage and optimize product service needs, ultimately synchronizing with engineering A performance-driven service organization is one that has a set of and business systems for closed-loop decision-making. measurable performance standards, a pointed focus on outcomes, and clear lines of accountability—all of which are important if a Dr. Jay Lee highlights similar case studies and highlights how your service organization wants to prove its value in today’s economy. organization can: • Better understand product and service systems In today’s service business world, we must leverage every advantage • Develop service strategies on service innovation possible. Sometimes we overlook the basics and jump to the • Formulate product and service innovation from customer gaps complicated solution thinking it will yield superior results. Instead, • Understand the emerging infotronics technologies for smart we should make sure our fundamental business processes are in service system of the future place to fuel the outstanding results we expect. Pitney Bowes now has developed a basic model that is consistently delivering results above goal. In this session, Frank will take you inside this model and 5:00 Knowledge Management Roundtable Discussions share some of the proven techniques being utilized. Key take aways You’ve spent the entire day listening to case studies and approaches include: to better leverage knowledge into your business processes. Take • Learn how Service Manager training has had a huge impact on advantage of the opportunity to actively take part in focused group results discussions and get answers to questions you didn’t get to ask. • Understand the power of well constructed measures and Meet and learn from your peers while gaining new perspectives on dashboards these critical issues. This is your opportunity to roll up your sleeves, • Discuss methods for determining which Key Initiatives can have get the answers and learn the best practices you came to the greatest impact Knowledge Management for Service & Support for, as well as • Review the power of simple Project Management Techniques contribute to your colleagues’ experience. • Table 1: Linking Product Knowledge And Customer Satisfaction To 3:00 Optimizing Knowledge Management Processes Profitability and Skill Development • Table 2: Customizing The Functionality Of Your Knowledge Management System Craig Bernero, Global Senior Director - • Table 3: Reeducating Your People On The Basic Principals Of PREM CMA Support, EMC Workforce Collaboration: Tying In Sales And Service For many service organizations, the challenge of managing their • Table 4: Developing A Contingency Plan To Manage Headcount In intellectual capital is exacerbated by retiring professionals and Today’s Economy shifting workforce demographics. In light of these dynamics, organizations must capture and distribute employees’ inherent 6:00 Conclusion of Day 1 and Cocktail Reception 5
  6. 6. Main Conference DAY TWO: August 19, 2009 7:30 Registration and Coffee that’s integrated into customer support and internal workflow processes. With the right knowledge sharing processes and 8:00 Chairperson’s Opening Address standard resolutions, your organization can significantly decrease response time and deliver consistent responses to your customers daily. This panel highlights strategies for: 8:15 Optimizing Support Operations Through Advancements in Enterprise Social Networking • Adopting a customer-centric view of effective problem resolution • implementing intelligent search technology capable of and Web 2.0 Applications engaging a customer in automated dialogue and James Glueck, Vice President of Technical Services, Customer understanding unique customer service needs Advocacy, Cisco • Providing a consistent, integrated resolution process Effective process optimization is one method Cisco Technical through web and assisted service channels Services uses to provide the highest quality service and support to • Creating an interactive web experience, personalized to the its customers. This presentation shows how Cisco is using Web- customers needs based innovations such as Webex, Telepresence, Wikis, and CSE • Closing the loop with analytics to ensure continuous Workbench to radically increase productivity. Learn about the Cisco improvements in the resolution process approach to Next Gen RMAs, which are designed to strengthen the • Leveraging analytics to categorize services requests by customer Cisco service brand by increasing contract attach rates through a service need, to identify emerging needs, and to determine closed-loop Return Materials Authorization (RMA) process, while resolution gaps sustaining operational efficiency and customer satisfaction. Learn how Cisco is enhancing its world class support capabilities through new business models with partners and innovations such as Smart 11:15 Implementing Knowledge Management Systems: Care, and how the firm is changing its global footprint with its a Business Case for Success service supply chain. Find out how to: • Use Web 2.0 and social networking applications to radically Reg Stump, Senior Director, Customer Support Operations, North America, Ventana Medical Systems increase productivity • Increase contract attach rates through a closed-loop Return For many organizations, senior executive’s logic for investment, Materials Authorization (RMA) process especially in today’s economy, is incontestable and seems • Enhance support capabilities by using innovative new business overwhelming; for most organizations the real value of knowledge models management systems is in the benefits it brings to customer satisfaction and loyalty, as well as the bottom line. These benefits 9:00 Utilizing the Web to Connect Your Customers to range from increased knowledge worker productivity, to faster time- Institutional Knowledge to-market for new products and better customer service and technical support. In this session, Reg highlights the benefits of Olga Martens-Stuurman, Manager Global Support such implementations and how operational success and 25% year- Content Organization, Hewlett-Packard on-year growth play into the future of knowledge management. How many times do you need to connect with your customers on • How Customer Support is a valued feature of any product line daily basis? And when you do how many times does it take to get • What are Key Performance Indicators (KPI’s) for any support an appropriate response from them? Wouldn’t it be ideal to organization channel that communication and support over the web freeing you • What can an effective Knowledge Management System bring to a from the amount of work that gets spread among the support support organization team to follow-up? The lack of data analytics to translate your • Customer satisfaction and loyalty! customer data into a web environment must be improved to • Knowledge = Experience: Real-time information from field or effectively connect and channel support through the web. In this internal customer support that updates knowledge of entire session Olga shares her strategies for: organization • Extending new technology (like forums and Wikis) to your • Improvements in “mean time to resolution” or “recovery partners, workforce and customers times” • Making this information readily available to drive self service • Increased remote or phone “fix rates” • Standardizing these initiatives to manage information from new • Reduction in call volumes due to root cause analysis and processes effectively remediation • Filtering through data of 'old' and 'new' technology and • What is the Quantum Leap necessary to get to the next level of processes– determining what can be leveraged, simplified and customer support and organizational growth optimized • Ensuring correct level of consistency in delivery of updated 12:00 Luncheon support data 1:00 Tele-Immersion Project: Next-Level Training 9:45 Morning Networking Break Initiatives in Complex Technical Environments 10:15 Panel Session: Utilizing Web-Based Services to Professor Ruzena Bajcsy, University of California Berkeley Increase Customer Satisfaction While Decreasing Technology has certainly improved the methods to which Costs organizations can delivery training. However, the lack of technical advancements in delivering training and support methods for highly Olga Martens-Stuurman, Manager Global Support Content complex environments is more difficult a challenge and certainly Organization, Hewlett-Packard more time consuming in its creation and execution. Dr. Ruzena Brad T. Smith, Senior Director Global Support Bajczy comes to share her research developments at University of Experience Group, Symantec California Berkeley Tele-Immersion Project. One key challenge thwarting successful web-based services is the Tele-immersion is aimed to enable users in geographically development of a centralized knowledge management database distributed sites to collaborate in real time in a shared simulated environment as if they were in the same physical room. This 6
  7. 7. Main Conference DAY TWO: continued enterprise has engaged the skills of researchers in a variety of 3:15 Afternoon Networking Break disciplines, including computer vision, graphics and network communications. Tele-immersion is aimed to be used in different 3:45 Panel Session: Self-Service -Translating areas, such as 3D CAD design, ergonomics, entertainment, remote learning and training, coordination of activities, 3D motion capture Institutional Knowledge Into the Customer of body segments etc. Intended applications of Dr. Bajczy’s tele- Experience immersion system include teleconferencing, distance learning, Tim Saur Ph.D, SVP of Finance, Operations and archiving and distribution of physical performances, and training for Service, Durst Imaging complex and hazardous tasks where physical visual interactions are Lynn Holmgren, Vice President Customer Care, the key component. Whirlpool Additionally it has the capability to immerse people into three Organizations are being overwhelmed with vast amounts of dimensional (3D) cyber-spaces allowing for synchronous and customer data and need to better understand their customers. For interactive activities in cyberspace. These 3D spaces provide new those companies that are going beyond traditional support sets of digital options, for example, abilities to change scale, methods and providing self-service are seeing an increase in number, and background of cyberspace participants, for physical productivity from support staff and a decrease in operational costs. interactions, and to allow for remote physical interactions to take This panel session highlights lessons-learned and best practices to place in real time. In this session Dr. Bajczy provides an overview of effectively utilize a self-service support platform by better her research and developments and discusses practical applications understanding your own support data and customers. With this for the support industry. panel, you will explore methods for: 1:45 Effectively Analyzing Performance Metrics and • Leveraging data to know your customers product and support history Managing for Profit • Viewing knowledge management beyond the operational aspect Leticia Leinard-Weidenhamer, Director Field Service, of information • Customer, reporting and partner related data Cox Communications • Identifying tailored process improvements to better utilize your In the service industry performance measurement metrics are critical internal knowledge base for successful service chain management. Ineffective performance • Providing a seamless knowledge bridge and effectively measurement will never reveal what really needs adjustment communicating the functions of the system as you initially internally and externally in the supply chain. Many manufacturing intended companies continue to evaluate their performance and make adjustments by focusing on financial data that looks to the past rather than the future. In this session Leticia takes this process one 4:30 Improving Global Knowledge Sharing Through step further by addressing strategies for: Implementing Remote Service Technologies and Best Practice Networks • Analyzing the value out of your senior technicians and accounting for development costs Alon Sagie, Solar Service Global Field OPS • Value from the tenure - do you have higher expectations for Director, Applied Materials people whom you are paying a premium Standardizing support methods amongst your support and • Creating methods to track and account field manager activities engineering staff inhibits your ability to streamline global support. and assigned responsibilities The key is to provide comprehensive equipment and support data • Establishing guidelines and practices for the plateau employee: combined with standardized solutions to your workforce. For most Developing a career path guideline including incentives and skill organizations this is easier said than done. During the past 3 years development the service division at Applied Materials has developed • Developing internal training programs • Reengineering your entire service rep program (i.e. complex comprehensive service capabilities to support their Semiconductor customers. At the center of those capabilities is their remote technical classes) connectivity platform which has enabled their service engineers to • Assessing skill levels of all people and ensuring they have the most log on to the equipment and their best practice network allowing relevant assignments for global collaboration in real-time. In this session Alon shares how Applied Materials’ entire transition is driving the service 2:30 Knowledge Transfer: Developing User organization to a future of technology and knowledge based Accessibility Across the Board operations. Session highlights and takeaways include: Mike LeSavage, Director Integrated Field Service, Baltimore • ExpertConnect ™- Applied Materials remote service capabilities Gas & Electric • Identifying what capabilities required for global implementation • Deploying technologies and systems with a focused change An effective knowledge transfer initiative can bring significant management program productivity benefits to your service organization. But this is no • Best Practice Network- Applied Materials application for surprise - as the challenge of dispersed and incomplete data sources optimization of knowledge systems for technical solutions becomes more abundant, your ability to effectively create a skills • Lessons learned from Applied Materials global implementation matrix and identify key components and operations greatly program dwindle. In this session, Mike shares his initiatives in: • Balancing technology, systems and the human factor to effectively • Recognizing what knowledge, and at what level it can be drive change management programs in service obtained through experience and time • Analyzing failure trends and mechanisms of failure to evaluate 5:15 Conclusion of Knowledge Management for possible solutions to each resolution Service & Support • Organizing and dispatching this critical information • Making accessible from first call to delivery to support your technicians 7
  8. 8. REGISTRATION CARD International Quality & Productivity Center 535 5th Avenue, 8th Floor YES! Please register me for New York, NY 10017 Knowledge Management for Service and Support TM ❑ Conference Only ❑ Workshop(s) Only ❑ All Access Pass Choose Your Workshop(s): ❑A ❑B ❑C See Page 3 for pricing details. Your customer registration code is: When registering, please provide the code above. Name__________________________________ Job Title ________________________ Organization____________________________________________________________ Approving Manager______________________________________________________ Address_______________________________________________________________ City__________________________________State______________Zip___________ Phone________________________________Fax_______________________________ E-mail__________________________________________________________________ 5 EASY WAYS TO REGISTER: ❑ Please keep me informed via email about this and other related events. 1 Web: ❑ Check enclosed for $_________ (Payable to IQPC) 2 Call: 1-800-882-8684 ❑ Charge my __Amex __Visa __Mastercard __Diners Club 3 Email: Card #________________________________Exp. Date___/___ CVM Code ________ 4 Fax: 1-646-378-6025 Details for making payment via EFT or wire transfer can be found on 5 Mail: IQPC preceding page. 535 5th Avenue, 8th Floor, ❑ I cannot attend, but please keep me informed of all future events. New York, NY 10017 13633.002 /NP Register by May 15th and save $700 Knowledge This Year’s Speakers Include: Ivin Smith, Vice President, Customer Service and Worldwide Tech Support Management PITNEY BOWES Lynn Holmgren, Vice President Customer Care WHIRLPOOL for Service and Tim Saur, SVP of Finance, Operations and Service DURST IMAGING Craig Bernero, Global Senior Director - Technical Support Support TM August 17-19, 2009 Infrastructure Software and Environments Boston, MA EMC Keith Sheardown, General Manager Technology Solutions Transforming Customer and Product BOMBARDIER TRANSPORTATION Support Data Into Revenue Brad Smith, Senior Director Global Support Experience Group SYMANTEC