Interlog Summer 2010: Service Parts Supply Chain and Reverse Logistics Conference


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Interlog Summer (June 14 – 16, 2010, San Diego, CA) is the premier service parts supply chain and reverse logistics conference for the high tech manufacturing industry. Optimize your after-sales repair and service parts operations for greater profitability in the aftermarket.
By attending Interlog Summer you will:
• Run your global service parts logistics operation better, faster, and cheaper – particularly in Latin America, Russia, India, and China
• Benchmark against your peers and competitors so you can know your strengths, focus on weak areas, and gain upper management support for change initiatives needed to improve your service supply chain
• Identify revenue generating opportunities in the aftermarket and innovate to offer more value to your customers
• Maintain high customer satisfaction levels as you lead your service parts operations to prosper in 2010
• You'll learn from and network with more like minded service parts and reverse logistics executives in the manufacturing industry
Register online at or call 646-200-7530.

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Interlog Summer 2010: Service Parts Supply Chain and Reverse Logistics Conference

  1. 1. DOUBLE Your Profitability In Your After-Sales Repair And Service Parts Operations Discounted Pricing Available! See page 11 for details. June 14-16, 2010 • The Omni Hotel, San Diego, CA Interlog Summer Attendee Industry Breakdown: ■ 20% Computer & Networking ■ 20% Medical Device/ The premier service parts supply chain and Equipment reverse logistics conference ■ 20% Telecommunications ■ 20% Other Electronics “Anyone who is dealing with the issues of worldwide logistics, customer satisfaction or the ■ 10% Other High Tech need for increased efficiencies would find Interlog Summer both highly educational and Manufacturing thought provoking. Add to that the contacts and networking pieces and the three-day event becomes a must attend.” – Hank Coleman, CEO, Open Labs ■ 5% Semiconductors Largest ■ 5% Office Automation/ 51+ Industry Leading Speakers Including: speaking Data Storage faculty in 5 Mark Colaluca, VP Technical Kevin Cada, Global Service years! Services Global Parts Supply Parts Supply Chain Manager, Expand your network at the Chain, Hewlett-Packard GE Healthcare most senior-level service Rick Cameron, VP and Erik Alberts, Senior Manager, Service Operations Customer Assurance, supply chain conference in General Manager, Customer Support Services, Cisco Systems, Inc. North America. See page 2 for details Glass House Technologies Paul Goodman, Director Global Logistics, Backup Tom Dadmun, VP PMO - Recovery Systems Division, Service Supply Chain Program Management Data Domain Office, ADTRAN Timothy Saur Ph.D., Optimization Workshops – Mike Maris, Global Lead VP/COO, Durst Phototechnik, June 14, 2010 and Senior Director, AG North America These workshops Manufacturers Transportation, Distribution Paul Rades, address the hottest, Only! & Logistics, Motorola Global Customer Solutions and Lean Six Sigma most critical issues in Nigel Weston, VP, Supply Manager, GE Healthcare service parts logistics and Chain Management, Elekta Steve Blaz, Strategic Business follow a format that supports proactive Limited Consultant – Global Service Operations, learning and the most effective methods for Steve Blaz & Associates solutions sharing with your peers: Sean McNamara, VP Operations Support, Nikon Rusty Walther • Business Process Re-Engineering For Precision VP Global Service and Support, Efficiencies And Cost Savings In 3PAR Reverse Logistics William Eliason, Global Warranty Controller, Ed Romson, • Reverse Logistics Operations Sun Microsystems Senior Director, Global Customer Care, Optimization Plantronics Ed Bonefont, • The Latin America Service Supply Director WW Support Bruce Shadmehri, Chain: Operating Better, Faster, And Services, Ortho Clinical Senior Director, Support Operations, Cheaper Diagnostics NetApp • Benchmarking Service Parts Logistics Mark Hessinger, Executive Linda McFarland To Create Improvements And Adapt Director, Business Development, Multi-Vendor Director, Worldwide Best Practices Services, Pitney Bowes Customer Service, Gerber Scientific Dane Chopp Senior Manager, Service Deliver Ops SPONSORED BY: Mark Brienzi, Worldwide Cisco Systems, Inc. Director, Service Parts Supply Chain, Eastman Kodak Company Plus these Guest Speakers! Matt Andersen, District Director, Steve A. Melnyk, Ph.D. Export Assistance Center, U.S. Professor of Operations & Supply Chain Dept. of Commerce / U.S. Management, Michigan State University Commercial Service Eli Broad Graduate School of Management REGISTER NOW! p. 646-200-7530 f. 646-200-7535 ORGANIZED BY:
  2. 2. Turn to page 11 for the best price available! The premier service parts supply chain and reverse logistics conference DOUBLE Your Profitability In Your After-Sales Repair And Service Parts Operations Table Of Contents: Service Supply Chain Awards Luncheon .................................3 About Our Sponsors ............................................................10 Service Supply Chain Optimization Workshops.......................4 About Our Media Partners ...................................................10 Main Conference Day One.....................................................5 Conference Pricing & Team Discounts ..................................11 VIP Think Tank .......................................................................6 Hotel Information ................................................................11 Main Conference Day Two.....................................................8 Who Will You Meet At Interlog Even More Value At Interlog Summer Summer This Year: Expand your network at the most senior- • Identify revenue-generating opportunities in the level service supply chain conference in aftermarket at the VIP Think Tank – Invitation-only, closed- door environment for executive-level manufacturers only North America. You should attend Interlog Summer if you are a Director, VP, SVP, or General • Choose from 11 Roundtable Discussions: • Customize your experience by diving into the topics Manager of: most critical to the profitability of your service supply • Service Logistics • Inventory Management chain • Take a more active learning approach by debating and • Reverse Logistics • Forecasting dissecting solutions with your peers in this interactive • Service Operations • Warranty format • Spare/Service Parts • Support Operations • Learn from and recognize the forward-thinking industry • Repair & Refurbishment • Customer Care/Customer innovators at the Service Supply Chain Awards Luncheon • Service Supply Chain Satisfaction • Benchmark against your peers and competitors to learn • Continuous Improvement your strengths and weaknesses and gain upper management • Aftermarket Support support for change initiatives through real-time audience • Customer Support • Service Parts Material polling on June 15 Planning & Procurement • Customer Service • Gain TANGIBLE, TACTICAL take-aways from 51+ • After-Sales Supply Chain speakers as they follow the 5-Step Presentation Format – • Global Logistics & Operations guaranteeing value! Gain Cross Industry Perspective From Manufacturers In: REGISTER TODAY 2 Phone: 646-200-7530 Fax: 646-200-7535
  3. 3. Making Your Time At Interlog Even More Valuable: SERVICE Awards 5-Step Case Study Presentation: This year, all speakers are required to follow the following format to ensure you get more SUPPLY CHAIN TANGIBLE, TACTICAL TAKEAWAYS from the presentations: 1 This was our challenge 2 This is what we did to overcome the challenge 3 These are the results 4 This is what we would and would not do Wednesday, June 16 • 12:35 – 1:35 pm again The Interlog Service Supply Chain Awards have been established 5 Final slide lists the tangible, tactical takeaways to honor, recognize, and promote logisticians in high-tech of the presentation manufacturing who have contributed to optimizing, innovating, and furthering the successes of our industry. The three award categories are: • Most Innovative Customer Support Initiative Award Customize Your • Reverse Logistics Implementation Award • Service Parts Logistician Award Experience At Interlog Let’s celebrate our successes after a hard year and strengthen our Summer! community of dedicated logisticians! Nominate your colleagues, Bring a team and mix and match the sessions and don’t forget to bring your team to support you when you to ensure all areas of your aftermarket take home your award! operations are optimized! Choose from: Judging will be completed by the Interlog Summer 2010 • 11 detailed roundtable discussions – Advisory Board. • Sean McNamara, VP Operations Support, Nikon Precision Deep dive into strategies for creating • Rick Cameron, VP and General Manager, Customer Support efficiencies in the aftermarket. See pages 6 and 8 for more details! Services, Glass House Technologies • Timothy Saur Ph.D., VP/COO, Durst Phototechnik, AG North • 4 In depth workshops to drive greater profitability in service logistics America • John Benardino, Senior Director of Post-Sales Operations, • 2 focused afternoon tracks: Hewlett-Packard Global Service Supply Chain pecial A Very S The • • James Verner, Director of Planning and Procurement, Apple Inc. Optimization Thanks Toummer S • Reverse Logistics Optimization Interlog visory Nominate Your Colleagues: To submit nominations please visit 2010 Ad or contact Sara Mueller at 239-431- • VIP Think Tank participation: Uncover key Board! 6328 or We’ll help you through executive strategies for growing your the process. aftermarket business - Invitation only Nomination Deadline: Nominations must be submitted by • Content-focused private breakfast Friday, May 7, 2010. The winners of the Interlog Summer 2010 briefings with your peers Service Supply Chain Awards will be announced during the • And more! Awards Ceremony Luncheon on June 16. Participate in solution-defining discussion with your senior-level peers in multiple interactive formats "Great opportunity to network with those who share the same enthusiasm in understanding the challenges to meet or exceed their customers’ requirements." – Paul Toms, Logistics Manager, Elekta Inc. “Overall a very well run event, with high level engagement from the right level of peers. The key learnings and exchange of ideas makes this a must-attend event.” – Steve Blaz, Former VP Global Service Operations, Juniper Networks Sponsors: 3
  4. 4. SERVICE SUPPLY CHAIN OPTIMIZATION WORKSHOPS MONDAY, JUNE 14, 2010 Responding to your feedback, Interlog has created four workshops addressing your most critical challenges in the aftermarket. And these workshops follow a format that you told us encourages the best learning environment and the most information sharing among your peers. Plus they are open to manufacturers only to ensure solution sharing – not vendor pitching. Workshop Format: (For Workshops A, C and D only. See workshop B below for more details on this exciting unique session!). The two hours will be divided as follows. 15 Minutes: Participant ice-breaker and objective of workshop 40 Minutes: Case study small group discussion te: These 20 Minutes: Definition of challenges 15 Minutes: Key findings and take-aways outlined Please no s are for wo rkshop rs only! for all participants ure 30 Minutes: Outlining of solutions manufact 8:15 Workshop Registration & Breakfast you optimize each piece of your reverse logistics operations, from technology solutions to disposal and recycling. 8:45 Chairperson’s Opening Address PANEL: Determining The Best Repair Model To Meet Your Current Steve M. Guthrie Repair Needs Vice President Business Development, Lead Ken Ueltzen Logistics Solutions - NA, Kuehne + Nagel, Inc. VP Business Development Comtek 9:00 - Workshop A: Business Process Re-Engineering For 11:00 Efficiencies And Cost Savings In Reverse Logistics Bruce Shadmehri Senior Director, Support Operations Steve Blaz NetApp Strategic Business Consultant – Global Service Operations Steve Blaz & Associates What you will learn: • Examine your current repair operations to uncover inefficiencies and What you will learn: excessive cost • Implement strategic and business planning discipline in your reverse • Identify the different repair options available in the current marketplace logistics organization • Outline the benefits vs. detriments of keeping your repair business in- • Optimize reverse logistics business processes: Providing business house vs outsourcing intelligence, process management, and Key Process Indicator (KPI) • Outsource to a 3rd party or to a contract manufacturer – what are the dashboards pros and cons of these options? • Restructure operations by transforming “context” transactional organizations into “Core” Program Management teams #1 Enhancing Your Reverse Logistics Supply Chain With A Fully Leveraged IT Solution How you will benefit: • If you are from a small company: Build the right reverse logistics Mike Maris infrastructure in order to scale Global Lead and Senior Director, Transportation, • If you are from a large company: Optimize your reverse logistics Distribution & Logistics operations for maximum efficiency Motorola • All companies: Reduce reverse logistics operational expense, increase #2 Establishing Strategic Locations For Your Depot Repair Centers margins, and implement best practices To Reduce Costs In Your Return Distribution Channel • Do better for your customer, thus increasing long-term customer Moderator to be determined. Visit for updates. satisfaction and loyalty #3 To Repair Or Dispose?: Assessing The Most Economical Way To About your workshop facilitator: Managed Returned Product Throughout Steve Blaz’s career of over 25 years of success in worldwide service and support, he implemented new approaches to Service Tom Dadmun Transformation. During this workshop, Steve will share with you his VP PMO - Program Management Office examples from both Cisco and Juniper, as well as examples from other ADTRAN manufacturing clients. The explosive internet boom years at Cisco made How you will benefit: it possible to push the limits of conventional thinking for service. The • Learn the successes and pitfalls in managing reverse logistics operations environment demanded that the capabilities and infrastructure had to from five workshop leaders – that’s over 10 different strategies you’ll scale the business at unprecedented rates. This made for an bring back to your office to improve your reverse logistics processes! extraordinary learning environment. After the bust, the tables were • Start conversations and develop contacts with other manufacturers turned upside down and it was inherent to learn how to be the most trying to solve the same challenges you are – Two heads are better than efficient and highly leveraged. During Steve’s tenure at Juniper, he one! leveraged the best practices to develop a strategic plan, implement the initiatives and successfully make huge improvements in the Service 1:00 - Workshop C: The Latin America Service Supply Chain: Operations Organization. 3:00 Operating Better, Faster, And Cheaper 11:00 - Workshop B: Reverse Logistics Operations John Seheult 1:00 Optimization Senior Director, Strategy & Development DHL Service Logistics – LATAM This workshop begins with industry experts debating the best methods for managing product repairs in an interactive panel discussion. Make What you will learn: sure to bring your questions for the panelists! • A two-way logistical challenge: how to create a better process for getting product in and out of Latin America Then participate in three different roundtable discussions that will help • Minimizing the amount of procedures necessary to effectively operate 4 REGISTER TODAY! Phone: 646-200-7530 Fax: 646-200-7535
  5. 5. in and out of Latin America • Determine how to best benchmark all areas of service logistics • Ensuring you have the right paperwork to move product across a • Create a plan to best use the benchmarking data you gather to make border both quick, immediate and longer-term improvements • Sharing horror stories: What can you learn from others who have lost How you will benefit: hundreds of thousands of dollars in tariff and customs issues? • Take part in real-time benchmarking with your manufacturing peers How you will benefit: to bring raw data back to your organization • Meet contacts that will help you do business in Latin America more • Develop industry guidelines to measure your company against cost-effectively and efficiently • Bring home a specific, detailed strategy to benchmark your service • Be in “the know” when it comes to Latin America’s supply chain. operations and put in place practices to improve under-performing You’ll no longer fall victim to unexpected or unwarranted costs areas within your firm • Cut expenses by implementing the cost-saving strategies identified in • Create a solid network of peers to support ongoing benchmarking this workshop to increase your bottom line and best practice identification for the life of your career • Take home specific case study examples of how Fortune 500 3:00 - Workshop D: Benchmarking Service Parts Logistics companies AND smaller, nimbler companies are determining best 5:00 To Create Improvements And Adapt Best Practices practices for service logistics Facilitator to be determined. Visit for updates. 5:00 Chairperson’s Closing Remarks Steve M. Guthrie What you will learn: Vice President Business Development, Lead Logistics • Understand the different types of benchmarking used in Solutions - NA, Kuehne + Nagel, Inc. organizations today and what resources are available to your team • Establish the best procedures to effectively carry out a benchmarking process and weighing these against the costs of benchmarking 5:05 Conclusion Of Service Supply Chain Optimization Workshops Day DAY ONE MAIN CONFERENCE TUESDAY, JUNE 15, 2010 7:30 Conference Registration & Breakfast In The has affected after sales service this past year Solutions Zone • With a loss of predictability in the current economy, how can after- sales service gain more understanding and control? 8:30 Welcome Remarks • Uncovering how your customers’ needs and product lifecycles are changing in the current economy so you can respond effectively and Sara Mueller maintain customer satisfaction Executive Director • Debating if the gap between service quality is still widening in Interlog Summer response to the recession; how can you ensure your organization maintains high quality and your current customer base? 8:35 Chairperson’s Opening Address 10:35 Benchmarking Polling Session 8:50 Opening Keynote: Transforming HP’s Global Parts Supply Chain Operation Platform Interlog Summer’s Benchmarking Committee is crafting key areas for benchmarking among your peers. We will notify you before the Mark Colaluca conference so you can bring to the event your benchmarking data – VP Technical Services Global Parts Supply Chain what a valuable homework assignment! Then through a quick polling Hewlett-Packard session, we’ll gather your benchmarks and, after the event, analyze and share with you the results of the benchmarking study. 9:25 Evolving Service Logistics From “Evil Expense” To “Competitive Advantage” Benchmarking areas: • Cost: Revenue Rusty Walther • Inventory: Revenue VP Global Service and Support • Fill Rate 3PAR • On-Time Delivery • You can't be 'Best Of Breed' when you're mixed-breed or in-bred • Cost Per Order • I'd rather switch than fight • Cost Per RMA • Cost reduction your customers will embrace • Inventory Turns • Understanding the 'Win-Win Fallacy' • Returns Percentage • The building blocks of the 'Perfect' support ecosystem • Repair Quality Percentage • Why my predecessors failed • No Trouble Found Percentage • DOA Rates (From Repair) 10:00 Examining The Current Economy And Its Effect On • Infant Mortality After-Sales Service: One Year Later Want to get involved in the Benchmarking Committee? Is there an area Timothy Saur Ph.D. missing that would be valuable for your organization to benchmark? VP/COO Contact Sara Mueller at 239-431-6328 or Durst Phototechnik, AG North America • Reviewing the current status of US GDP vs. 2009’s status • Comparing the economic indicators in 2010 with 2009 and how that Sponsors: 5
  6. 6. DAY ONE MAIN CONFERENCE CONTINUED 10:45 Morning Refreshment & Networking Break #1 Uncovering The True Costs Of Operating In Low-Cost Geographies To Determine Where The Best Value Lies Mike Maris 11:20 Invite Only! VIP Think Tank: Key Executive Global Lead and Senior Director, Transportation, Strategies For Growing Your Aftermarket Business Distribution & Logistics Moderators: Motorola Marc Blouin • Clearly defining the value that you are expecting from partners in low- Vice President Operations Technology / cost countries Aerospace and Service Logistics Americas • Comparing the quality you are receiving from low-cost country DHL partners to that received in the U.S. Sean McNamara • Evaluating the cost model: Are transportation costs offsetting the value VP Operations Support of low-labor in other countries Nikon Precision • Establishing criteria that determines when to move your operations back to the U.S.; putting in place a plan to make this transition most Mark Hessinger smoothly Executive Director, Worldwide Customer Service Gerber Scientific #2 Exploring Opportunities In Multi-Vendor Product Support: Rick Cameron Determining the Right Strategy for Service Optimization VP and General Manager, Customer Support Services Linda McFarland Glass House Technologies Director, Business Development, Multi-Vendor Services Back by popular demand! Pitney Bowes This closed-door session, for executive manufacturers only, allows you to • Examining trends in creating service solutions to support multiple address the most-senior level issues impacting your service logistics product brands operations; and perhaps most importantly, create a roadmap for • Weighing the pros and cons of a multi-vendor services solution bringing your organization into greater profitability as our industry • Is doing nothing and operating your organization’s business as usual recovers from the recession. In a media- and vendor-free small group, an option boardroom setting you will establish: • Evaluating what training and resources are needed to successfully carry • Ways to raise the profile of your aftermarket service and grow your out multi-vendor support aftermarket business • How to determine if building your services, buying them or selecting a • Strategies for gaining greater access and more interaction with your partnership is the right choice to help increase competitive advantage, customers enhance customer satisfaction and expand your business • Critical key objectives for 2010-2011 and specific plans of active to achieve those objectives #3 Supply Chain Excellence In A Dynamic Parts Distribution Environment To request an invite to the exclusive session for you or your VIP Suranjan Pramanik executive, please contact Sara Mueller at 239-431-6328 or AVP & Head of Client Relationships, Manufacturing Infosys BPO Seating is extremely limited, so contact us early! #4 Measuring The Performance Of Your Suppliers To Improve Supply Chain Visibility And Minimize Risk 11:20 Customize Your Experience! Aftermarket Andre White Optimization Interactive Roundtables Director of Divisional Continuous Improvement Choose Two (45 Minutes Each) Doncasters How it works: • Identifying ways to evaluate your suppliers; obtaining the necessary Customize your experience at Interlog by choosing the roundtable topic data most relevant to your job function and service logistics challenges. Our • Using statistical methods to manage and improve supplier quality industry experts will lead you through highly focused discussion with • Best practices for improving communication and working your peers as you share successes and pitfalls on the topic at hand. After collaboratively with suppliers 45 minutes you rotate to another table, and begin the constructive debate all over again! # 5 Maximizing Efficiencies In Reverse Logistics To Increase ROI And Customer Satisfaction Want to participate in them all? Don’t worry! At the end of the session each moderator will wrap up the most important findings from the Dan Gardner discussions with the entire audience – so you don’t have to miss a single Vice President of Business Development efficiency or revenue-generating strategy! ATC Logistics & Electronics 12:50 Lunch For All Attendees Concurrent Tracks – Choose Track A or B Track A – Global Service Supply Chain Optimization Track B – Reverse Logistics Optimization 1:50 Chairperson’s Afternoon Address Chairperson’s Afternoon Address Paul Malamet Executive VP, Account Services and Business Development Choice Logistics 6 REGISTER TODAY! Phone: 646-200-7530 Fax: 646-200-7535
  7. 7. DAY ONE MAIN CONFERENCE CONTINUED 2:00 Using Predictive Analytics And Remote Monitoring For Integrating A Closed-Loop Customer Problem Identification Better Service And Parts Planning Process To Reduce Product Returns And Enhance Customer Ed Bonefont Satisfaction Director WW Support Services Ed Romson Ortho Clinical Diagnostics Senior Director, Global Customer Care Plantronics • Uncovering the most effective trends for leading and motivating your team in the current economic environment • Uncovering the problems and root causes for product returns • After layoffs, cutbacks, and budget cuts, how can you build a strong team of • Documenting the volume of product coming back and average failure rates; leaders within your service supply chain? Where must you focus your efforts? analyzing the technical support data and return information • Examining the current state of manufacturing; where are growths expected in • Combining both sets of data to identify trends that lead to the root cause of your sector? product failure and return • Determining the importance of leadership and innovation at your firm; how • Fixing the root cause and ensuring customers are aware of the enhancements to can you be sure adequate budget and resources are allocated to these critical gain loyalty and customer satisfaction functions 2:35 PANEL: Overcoming Operational Challenges Across PANEL: Driving Cost Out Of Your Service Parts And Reverse Multiple Regions To Minimize Costs And Maintain Quality Supply Chain Operations Customer Support Rick Cameron Paul Goodman VP and General Manager, Customer Support Services Director Global Logistics, Backup Recovery Systems Division Glass House Technologies Data Domain Additional panelists to be determined. Visit for Nigel Weston updates. VP, Supply Chain Management • Examining cost initiatives within a variety of manufacturers and vendors; what Elekta Limited has worked and what hasn’t? Dane Chopp • Uncovering both internal and external costs and identifying how they can be Senior Manager, Service Deliver Ops minimized Cisco Systems, Inc. • Looking at a fixed cost vs. variable cost model to determine greater cost savings • Balancing the need for cost-cutting with maintaining customer satisfaction levels • Providing consistent, measurable services across all regions to optimize your service parts supply chain • Describing how consistent, reliable service may not be the same service model in every region • Determining how different regions’ cultures and standards will impact your service model 3:15 Afternoon Refreshment Break & Opportunity To Network In The Solutions Zone 3:45 The Green Initiative: Incorporating CSR Into The DNA Of Improving Forecasting And Evaluation Of Warranty Costs To Your Supply Chain Increase Service Profitability Margins Tom Dadmun William Eliason Change title to VP PMO - Program Management Office Global Warranty Controller ADTRAN Sun Microsystems • Examining the current regulatory state of sustainability and corporate social • Explaining how profit margin can be lost if true warranty service cost is not responsibility to determine if your organization is in line to meet requirements known or accurately accounted for • Determining where you can tighten up your supply chain and recycle all • Understanding the cost impact of different warranty terms and durations waste, from manufacturing through service parts • Developing an accurate, predictive method for estimating warranty performance • A Framework for Success: Products, Supply Chain, Workplace & Workforce and tracking warranty liability • Packaging product and service parts to reduce the amount of non-recyclable • Ensuring that profitability margins and sales won’t be lost to overstated warranty fillers costs • Ensuring your suppliers and vendors have a code of ethics around sustainability 4:20 Thriving In The Global Marketplace By Strengthening Improve Internal And External Delivery Performance And Your Exporting Programs Sustain A Steady Flow Of Parts By Leveraging A Collaborative Relationship With Service Suppliers Matt Andersen District Director, Export Assistance Center GUEST Kevin Cada U.S. Dept. of Commerce/U.S. Commercial Service SPEAKER Global Service Parts Supply Chain Manager GE Healthcare Matt Anderson was appointed as Director of the U.S. Department of Commerce's San Diego Export Assistance Center in • Creating an organizational structure in the service supply channel to obtain August of 1997. The mission of the USDOC's network of Commercial Service relationships that go beyond contract negotiations offices located throughout the U.S. and around the world in our U.S. embassies • Building a partnership with your service suppliers that leads to improved flow and consulates is to deliver a comprehensive array of export programs and • Educating suppliers about differences in service dynamics compared to a services for the benefit of U.S. firms, particularly small and medium-sized production environment to help build stronger relationships enterprises. • Getting a seat at the table with suppliers when production volumes overshadow service requirements Line up your global operations to operate better, faster, and cheaper in the ever changing export environment. 4:55 Cocktail Reception After a day packed with learning and brainstorming, it’s time to relax with a cocktail or two! Have a drink with colleagues old and new, build bridges across companies, and develop the professional networks that can help you and your service business in years to come. The key relationships mean the next time you have an issue; you can just pick up the phone to a colleague and hash out a solution. Don’t forget to bring your business cards! 5:55 Conclusion Of Interlog Summer Main Conference Day One Sponsors: 7
  8. 8. DAY TWO MAIN CONFERENCE WEDNESDAY, JUNE 16, 2010 8:00 Breakfast & Networking 10:45 Morning Refreshment & Networking Break 8:30 Chairperson’s Opening Address 11:15 Customize Your Experience! Revenue-Enhancing Interactive Roundtables 8:45 Integrating Inventory Management And Logistics To Choose Two (45 Minutes Each) Optimize Aftermarket Support (A Kodak Success Story) These interactive discussions are a favorite feature of Interlog Summer. Mark Brienzi They provide time to dive deep into the details of your challenges and Worldwide Director, Service Parts Supply Chain create a stronger network of colleagues to support your business Eastman Kodak Company objectives. So we’ve carved out more time in the program for you to take part in these highly effective discussions with your peers! • Identifying and understanding the data associated with attacking a supply chain that requires lower inventory and higher on-site parts How it works: availability Again, you will start by choosing one topic that will have the greatest • Five keys to transform, design and change a service parts supply chain impact on your service supply chain. Our expert moderators will lead • Fundamentals of change management and how best to stay focused you through a 40-minute discussion after which you will get to join one on results other topic table. After the solution-defining conversations, the • Attributes to perfect execution while delivering step function moderators will share the tactical, tangible take-aways identified in the improvement group discussions. 9:20 Utilizing A Service Logistics Partner To Support A #1 Examining New Business Opportunities In Customer Support Growing Global Business To Create Additional Aftermarket Revenue Streams Scott Collins Rick Cameron VP of Global Network Operations VP and General Manager, Customer Support Services UPS Glass House Technologies • Talking to your customers: Investigating when a customer request 9:55 Service Supply Chain Management: New could become an additional revenue channel? Thoughts, New Directions, And New GUEST • Not taking on every odd request: How do you determine if an Opportunities SPEAKER additional service is within your core competencies and will actually Steve A. Melnyk, Ph.D. generate greater revenue flow Professor of Operations & Supply Chain Management • Identifying the services manufacturers are providing for their Michigan State University, Eli Broad customers like green compliance, depot repair, product supplies and Graduate School of Management more Interlog Summer is proud to host our guest speaker Steve A. Melnyk, • Proving the ROI of these additional services to upper management to Ph.D. from one of the top supply chain management universities in the gain their support for new revenue stream initiatives nation. Dr. Melnyk forces you to question the way your service supply chain operates, and debates against accepted processes and the #2 Brainstorming Ways To Maintain Your Customer Base As mentality of supply chains of today. This is the most forward-looking Competition Increases And Customers’ Desires Change supply chain management presentation you‘ll see this year,that truly Timothy Saur Ph.D. encourages you to become a standout leader in your service VP/COO organization. Come early and get a good seat! Durst Phototechnik AG North America • Comparing supply chains of the past to supply chains of the future • Determining how service innovation will impact tomorrow's supply • Examining how customers’ wants and needs have changed in the chain current economic environment • Redesigning the service supply chain to make the desired outcome • Ensuring you can effectively compete with third party service inevitable providers • Working with marketing, sales and service to come up with creative Steven A. Melnyk, CPIM, is the lead author of 13 book focusing on solutions to keep your current customers on contract operations and the supply chain. His current research interests include supply chain management/supply chain design/supply redesign, process #3 Leadership And Innovation For Service Parts Supply Chain management and control, metrics/system measurement, transformation Executives management, and Environmentally Responsible Manufacturing (ERM). Dr. Melnyk is an active researcher whose articles have appeared in Ed Bonefont numerous international and national journals. He also is a member of the Director WW Support Services editorial advisor board for the Produciotn and Inventory Management Ortho Clinical Diagnostics Journal, the Journal of Supply Chain Management, and the International • Uncovering the most effective trends for leading and motivating your Journal of Production Research. team in the current economic environment In addition to having consulted with over 60 companies, in 1999, Dr. • After layoffs, cutbacks, and budget cuts, how can you build a strong Melnyk was recognized as a Faculty Pioneer by ASPEN Institute for his team of leaders within your service supply chain? Where must you leading edge work on integrating environmental concerns into business focus your efforts? practice. Dr. Melnyk is recognized for his ability to interface with both • Examining the current state of manufacturing; where are growths academic researchers and practitioners. Because of his ability to cross the expected in your sector? chasm between theory and practice, Dr. Melnyk has been asked to speak • Determining the importance of leadership and innovation at your as a keynote speaker at several American, Canadian, and European firm; how can you be sure adequate budget and resources are practitioner conferences. allocated to these critical functions 8 REGISTER TODAY! Phone: 646-200-7530 Fax: 646-200-7535
  9. 9. DAY TWO MAIN CONFERENCE CONTINUED #4 Intelligent Device Monitoring And Its Effect On Service Parts 1:50 Using Lean-Six Sigma To Deliver Proactive Service Planning And Provide Innovative Solutions To Your Mark Hessinger Customers Executive Director, Worldwide Customer Service Paul Rades Gerber Scientific Manager, Global Customer Solutions and Lean Six Sigma GE Healthcare • Identifying the benefits of using intelligent device monitoring for predictive modeling and customer service • Learning how standards, in an exception-based environment, drove • Assembling a cross-functional team to support monitoring speed and productivity implementation, from project management and engineering to IT • Determining how real-time alerts eliminated customer escalations and service and influenced Net Promoter Score • Examining current vendor offerings in device monitoring; how • Seeing how visual management of customer orders and supply chain important are functions that allow varying degrees of access to device issues influenced behavior and engaged teams information? • Addressing the issue of cyber-terrorism and ensuring customer buy in 2:25 The Changing Face Of Service: Moving From Product-Centric To Service-Centric Thinking To Drive 12:35 Service Supply Chain Awards Luncheon New Revenue Streams Let’s celebrate our successes after a hard year and strengthen our John Callen community of dedicated logisticians! Nominate your colleagues, and Director of Service Operations, Planning, and Support don’t forget to bring your team to support you when you take home Diebold Incorporated your award! For more information, see page 3. • Examining how service is currently being embraced in product-centric companies 1:35 Interlog Summer 2010 VIP Think Tank Summary • Discussing the need for services-based organizations to get engaged Panel: Top Take-Aways in product development, engineering, parts procurement, and end- Key Executive Strategies For Growing Your of-life planning much sooner in the cycles Aftermarket Business • Changing an organization’s management structure, planning, and delivery process from start to finish to drive new revenue streams in Sean McNamara service VP Operations Support Nikon Precision 3:00 Service Supply Chain: Strategic Sales Partner Mark Hessinger Erik Alberts Executive Director, Worldwide Customer Service Senior Manager, Service Operations Customer Assurance Gerber Scientific Cisco Systems, Inc. Rick Cameron • Examining current trends within the service supply chains of today’s VP and General Manager, Customer Support Services high tech manufacturing industries Glass House Technologies • Identifying opportunities for a more strategic partnership between Marc Blouin the service supply chain and the sales process Vice President Operations Technology / • Uncovering how our industry can meet the needs to satisfy a Aerospace and Service Logistics Americas strategic relationship between sales and service DHL • Lessons learned while setting up and running a business Find out the most important strategies uncovered from June 15th’s VIP development team within the services supply chain operations Think Tank and how heads of service parts logistics plan to restructure their business for growth throughout recovery. Get the facts you need to 3:35 Conclusion Of Interlog Summer 2010 make sure you’re contributing to the bottom line. “Anyone who is dealing with the issues of worldwide logistics, customer satisfaction or the need for increased efficiencies would find Interlog Summer both highly educational and thought provoking. Add to that the contacts and networking pieces and the three-day event becomes a must attend.” – Hank Coleman, CEO, Open Labs “Interlog Summer brought a lot of value. It was well done, well planned, a good meeting.” - John L. Simmons, Director of Service Spares, APC Here are the top 5 reasons why Interlog Summer 2010 is the leading forum to invest your marketing and business development dollars: 1. Full exposure to over 200 qualified conference attendees comprised of senior level executives responsible for their company’s strategy: you gain direct access to the senior decision makers leading the way in service and support. 2. Extensive networking opportunities, allowing for face to face customer contact and one to one meetings. 3. Tailor-made sponsorship packages enable you to competitively position your company the way you want. 4. Opportunity to promote your brand and align it with the other industry leaders participating in the conference. 5. Increased flow of traffic through the solutions zone during breakfast, coffee breaks and receptions. Sponsorship and exhibiting opportunities are extremely limited! Contact Scott Rossen at 646-200-7526 or immediately. Sponsors: 9
  10. 10. ABOUT OUR SPONSORS ATC Logistics & Electronics (ATCLE), is a premier provider of third-party logistics (3PL) Flextronics Global Services is a strategic business unit of Flextronics and one of and supply chain services. ATCLE specializes in forward logistics, reverse logistics, asset the most respected global providers of aftermarket supply chain services. Its recovery, test & repair, kitting & packaging, transportation management and value-added comprehensive suite of services are fully optimized to the specific requirements of services for high velocity, high-tech devices, in addition to other equipment and components. The company also our customers operating within the computing, consumer digital, infrastructure, industrial, mobile and medical operates a Foreign Trade Zone (FTZ) at its facility in Fort Worth, Texas. Industry focus includes wireless, markets. Flextronics Global Services has an expansive global infrastructure that consists of more than 20 sites broadband, electronics, medical, industrial and automotive. ATCLE’s knowledge, expertise, IT capabilities and strategically located across 16 countries. 99.5 percent service and quality levels enable its customers to streamline supply chain efficiency and enhance growth and profit. With a customer roster including AT&T, GM, LG, Pantech and TomTom, ATCLE raises the Infosys BPO Ltd. (, the Business Process Outsourcing subsidiary standard for quality, service and performance. For more visit: of Infosys Technologies, was set up in April 2002. Today, it is ranked among the leading BPO companies in India by NASSCOM, Dataquest, the International Association of Choice Logistics provides outsourced service parts logistics services to meet the unique Outsourcing Professionals, Red Herring, FAO Today, NelsonHall, and others. Infosys BPO challenges of mission-critical, global service organizations. More than 400 strategic focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through stocking locations (SSLs) around the world provide 24/7 same-day solutions and reduced costs, ongoing productivity improvements, and process reengineering. Infosys BPO operates in India, the strategic inventory management. Choice’s customized solutions help leading companies Czech Republic, China, the Philippines, Poland, Thailand, Mexico, USA and Brazil and employs 17,457 people. It and provide them with a competitive advantage in today’s complex high tech closed FY 2008-09 with revenues of $316.2 million. Infosys BPO’s sales and fulfillment practice supports the marketplade. Avaya, Cisco, Dell, EMC, Fujitsu, Hitachi Data Systems and others trust Choice as their preferred entire Order to Cash cycle and addresses outsourcing services within the manufacturing value chain across global provider of outsourced logistics. To learn more about Choice Logistics, visit; Customer Operations (Quoting, Catalog Management, Account management, Sales & Product Support), Order & call (800) 593-2108, or e-mail Revenue Operations (Order Operations, Discount Validations, Holds Resolution, Credit Management, Billing & Invoice Management, Collections & Cash Applications) and Fulfillment Operations (Expedites & Substitutions, Comtek Computer Systems is one of the world’s leading 3rd party technical and Supply Chain Coordination, Demand Planning, Vendor Planning & Reverse Logistics). supply chain solutions provider, and has been in business since 1989. Our core competency and expertise is in providing high-quality, fast, and cost-effective Jabil is a world class EMS services provider, recently organized into a three division technical and supply chain solutions for our OEM customers’ mid-range and high- structure focused on Consumer, Enterprise and After-Market Services. This $11.6 end equipment. The majority of our services involve the support of very complex systems-level products and billion dollar strong company is listed on the New York Stock Exchange (NYSE) as JBL. sub-assemblies like PCBs (Printed Circuit Boards. However, we also support power supplies, mechanical and Jabil’s After-Market Services division’s core business is providing high quality, fast-turn aftermarket services for the optical/mechanical products. Comtek is well-positioned and committed to being a leader in the high communications, computer, medical and electronics industries. For over 27 years, Jabil has served the world’s top complexity and high value arena. We value customer satisfaction, impeccable quality, competitive pricing, OEMs with repair support and logistics services. Jabil has dedicated services facilities located in North America, continuous improvement, and helping you achieve your corporate objectives! Europe, and Asia, with 12,000 people dedicated to providing screening, testing and repair services. Our business strategy is to develop long-term mutually beneficial partnerships with our customers. Founded in 1980, DEX® provides optimal solutions for the Technology Supply Chain including logistics, repair, returns management software solutions, procurement and asset recovery Kuehne + Nagel's aftermarket logistics capabilities include its leading KN Critical Service services. Our core strengths and expertise address all aspects of supply chain management; Supply Chain Logistics (CSL) solutions, which can handle the most complicated service-parts Services, Software Solutions, Parts Procurement, and Professional Services. DEX was built on the principal of requirements. Our global Regional Stocking Locations (RSLs) network supports expedited delivering the lowest total cost solutions to our clients by leveraging our expertise in engineering, software, orders, remote installations, field engineers, 24/7 call center, and reverse logistics systems, consulting, and operations. All of our facilities are ISO certified, have rigorous standards and are operations. Our CSL professionals, processes, and technology combine to optimize your focused on continuous improvement. DEX operates in many high-tech industries including consumer forward-positioned inventory, while providing real-time visibility to your product and ensuring that you are electronics, computers, medical technology, homeland security and renewable energy. With a global presence successful in servicing your clients. including a number of facilities in the United States, Europe and Asia, DEX counts dozens of Fortune 500 Kuehne + Nagel’s proven service solutions help: companies as clients. Learn more, visit • Enhance customer service and increase sales – We will meet or exceed your service requirements, including one-hour delivery of critical items. DHL is the global market leader of the international express and logistics industry, • Improve material velocity – Our flexible logistics network is configured to reduce handling and increase the specializing in providing innovative and customized solutions from a single source. DHL availability of your finished goods and repair inventory. offers expertise in express, air and ocean freight, overland transport, and contract logistic • Increase field productivity – Your field organization will spend more time with customers, less time managing solutions as well as international mail services, combined with worldwide coverage and an in-depth parts. understanding of local markets. With more than 55,000 employees at 900 locations in over 100 countries, Kuehne + Nagel provides tailored DHL’s international network links more than 225 countries and territories worldwide with over 300,000 logistics solutions to some of the world’s most respected companies. We work to turn our customers' logistics employees dedicated to providing fast and reliable services that exceed customers’ expectations. into a competitive advantage. For more information call us at 1-888-749-8726 or visit us at www.kuehne- Since 1996, DHL has been building a global network dedicated to the logistics aftermarket. Today, DHL provides its Service Logistics solutions globally to over 200 customers in 100 countries in diverse industries such as high tech, telecommunication, healthcare, engineering & manufacturing or aviation. DHL's global Service New Breed is a privately-held, third party logistics provider, offering value-added and Logistics infrastructure comprises a network of more than 1,000 warehouses, multimodal transportation, 3 information technology-driven supply chain solutions for aftermarket & service parts regional logistics customer service centers and a global information system. management & delivery, warehousing & distribution, manufacturing support, returns management, refurbishment & repair, materials management, transportation ExpressPoint enables large field service organizations to grow service revenue by management, and supply chain consulting. expanding the diversity of products they can service profitably. ExpressPoint delivers multi- New Breed’s reputation for excellence in implementing and operating large, comprehensive programs that vendor service parts through a superior reverse logistics supply-chain and ISO certified transform its clients’ businesses has earned New Breed a host of industry-leading clients that include: technology repair centers. Exceptional service part quality delivered at a 98%+ fill rate on • Avaya • Samsung 1.6 million service part shipments annually to 87 countries worldwide improves field workforce utilization and • Boeing • Siemens Medical Solutions efficiency. To learn more visit • Dematic • Sony Electronics • Hallmark • United Technologies FedEx Corp. (NYSE: FDX) provides customers and businesses worldwide with a broad • LG Electronics • U.S. Marine Corps portfolio of transportation, e-commerce and business services. With annual revenues of • Logitech • U.S. Postal Service $33 billion, the company offers integrated business applications through operating • Motorola • Verizon Wireless companies competing collectively and managed collaboratively, under the respected FedEx brand. Consistently • Proctor & Gamble • Weight Watchers ranked among the world's most admired and trusted employers, FedEx inspires its more than 275,000 team members to remain "absolutely, positively" focused on safety, the highest ethical and professional standards Providing clients with systematic, web-based, actionable information and technology-focused solutions is the and the needs of their customers and communities. For more information, visit cornerstone of New Breed’s industry leadership. The company combines methodical analysis of material flows with the intelligent application of systems to reduce and automate process steps – across its clients’ supply chains Flash Global Logistics is a global logistics company focused on mission critical and within New Breed’s distribution centers. supply chain solutions for high tech manufacturers and service organizations. Flash provides mission critical inventory management and engineers supply chain New Breed’s infrastructure consists of more than 50 distribution center operations across millions of square feet solutions for clients worldwide. Headquartered in the U.S., Flash is incorporated of ISO 9001:2008 quality certified operations; with more than 7,000 employees including 500 logistics, IT, and in Germany and Brazil, and is legal IOR in Brazil. Flash excels in providing solutions for operations in Brazil, engineering professionals; and information technology applications that are unprecedented in the logistics Russia and the area of Reverse Logistics, with speed, accuracy, systems integration and regional expertise. industry. Flash’s global capabilities and infrastructure span approximately 700 FSL’s, 12 multi-client DC’s, command centers and regional offices. Services include rapid setup and deployment for the global movement, UPS is the world's largest package delivery company and a global leader in supply chain services. Its management and tracking of critical parts and products, extensive network modeling and analysis, IOR/EOR in business unit, UPS Supply Chain Solutions, offers transportation and freight, service logistics and approximately 85 countries, Global Trade Management including Denied Party Checks, EECN License Controls, distribution, and international trade services. Our service logistics business provides our customers Commercial Invoice Preparation, AES Filing, VAT deferment management and bonded warranty warehouses. end-to-end global solutions with a global I.T. system and a comprehensive network of global facilities Flash client industries include high tech healthcare, computer data storage and networking, communications & and capabilities to ensure your customers have as little equipment downtime as possible. Our service semiconductor. With asset light network modeling for flexibility and client cost efficiency, Flash engineers parts solutions - ranging from critical parts fulfillment to network and parts planning, plus return and repair -- solutions that map service applications directly to clients’ requirements. Visit demonstrate proven experience in a variety of industries, including high-tech, aerospace, healthcare, automotive Engineering Proven Solutions, focused on your cost. and industrial manufacturing. UPS Supply Chain Solutions contact information: Address: 12380 Morris Road, Alpharetta, GA 30005, Dial toll-free 1.800.742.5727, visit ups online: or email: ABOUT OUR MEDIA PARTNERS is your preferred website for it is an efficient guide to the most relevant, Inbound Logistics’ mission is to provide today’s business logistics managers the information recent global events. It links you to the event's website, thus letting you know how you may and expertise they need to speed cycle times, reduce inventories and get closer to their participate (e.g. speaker, presentor, exhibitor). And a contact us menu allowing you to markets and customers. By pairing old and new media, Inbound Logistics’ editorial delivers the most up-to- communicate with event organizer or GTM. date supply chain information to help readers discover and create wealth for their companies. Effectively managing Inbound logistics enables today’s transportation and business logistics managers to work collaboratively to reduce inventory, produce and distribute more efficiently, increase quality serve customers faster and speed the cash-to cash cycle. 10 REGISTER TODAY! Phone: 646-200-7530 Fax: 646-200-7535