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3rd Field Workforce Optimization Summit


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3rd Field Workforce Optimization Summit

  1. 1. Benchmark Register by Against Our October 16, 2009 and attend the Industry Experts conference Chuck Cohen only for Vice President Field Service $1,199! Hill-Rom Marlene Bessette Vice President Strategy and Customer Loyalty Xerox Dick Frishkorn Managing Director Global Customer Field Support Group GE Aviation Richard Springer Increasing Service Levels and Value in an Vice President Customer Service Economically Restrained Environment Tomotherapya December 8-10, 2009 • Caesar’s Palace, Curt Hill Las Vegas, NV Vice President Technical Support Cisco Dennis Pappas Director International Customer Support Hologic Nick Payne Director of Training Siemens Patrick Welch Director of US Service Sales Kodak Attend Field Workforce Optimization 2009 and explore strategies to: Gregory Bond Director Service ✔ Developing a portfolio that maximizes ✔ Integrating product data and with KCI USA service revenue: articulating value to multiple field systems to enable your customers technician productivity Amos Schneller Director Customer Support ✔ Integrating with your third partie’s ✔ Setting the investment criteria for Minntech platforms and processes to ensure service immediate and long-term ROI from Mary Klein delivery in an outsourced environment mobile solution investments Director Field Service Technology Avaya New For 2009 Workforce Optimization Idea Xchange, December 9: Paul Davy Discuss best practices to optimize your workforce and gain new perspective on critical Manager of Field Service issues at the inaugural Workforce Optimization Idea Xchange. These focused grouped MDS AT discussions allow you to target your specific day-to-day challenges. Bob Ticknor Vice President Business Sponsor: Media Partners: Development Qualtech Systems, Inc Ed Carlsen Manager Distribution Management Systems Georgia Power
  2. 2. About Service Management IQ: A division of International Quality and Productivity Center (IQPC), the Service Management IQ 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, Remote Service and Device Monitoring and much more we can ensure our attendees are receiving Increasing Service Levels and Value in an the most up-to-date topic and technology discussions than anywhere Economically Restrained Environment else. Our unique programs are tailored to the specific needs of the service industry allowing for optimized December 8-10, 2009 • Caesar’s Palace, Las Vegas, NV 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 Dear Colleague, In the current economic turmoil, bus inesses have little choice but to focu on their existing workforce. Conside s ring the decline in headcount for Who Should Attend: technicians and engineers service organizations must optimize their Vice Presidents and Directors of: resources and capabilities to drive low-cost solutions and maintain high • Field Service levels of customer satisfaction whe Technical Support n it’s most needed. • • Customer Service Developed from in-depth cross-indus • Customer Satisfaction try research with 32 senior-level executives, the agenda features bot • Quality h the strategic and tactical strategi to leverage existing technology and es • Reliability Engineering enhance field productivity. • Support/Call Center The Field Workforce Optimization • Product Marketing Summit is the only North American cross-industry workforce managemen t and mobility event for service executives. This is your opportunity to network with the industries thought leaders in workforce man Sponsorship and agement, technology integration and project management to tackle you r most difficult challenges in training Exhibition field force automation, third-party , outsourcing and web-based tools highly complex environments. Prep in Opportunities are for 2010 and beyond by attendin Field Workforce Optimization 200 g 9 in Las Vegas! Sponsorship and exhibits are excellent opportunities for your company to I look forward to seeing you Las Veg showcase its products and services to as! high-level, targeted decision makers attending the Field Workforce Sincerely, Optimization Summit. IQPC helps our dynamic companies like yours achieve sales, P : Don miss shops! .S ’t marketing and branding objectives by ork Pre-Summit W setting aside a limited number of event sponsorships and exhibit spaces or details! Se e page 3 f – all of which are custom tailored to help your company create a platform Jonathan Massoud to maximize its exposure at the event. Director Service Management IQ To learn more about these and other marketing opportunities please email at 2 Register now! 1-800-882-8684 or visit
  3. 3. Workforce Management Performance Workshops December 8, 2009 8:45 – 11:45am A Crossing the Chasm: Taking the Leap from Manufacturer to Valued Service Provider by Owning the Customer User Experience As products commoditize into lower-cost production areas, manufacturers How you’ll benefit: today need new offerings to retain their customer base. Firms are turning to • Effectively integrate multiple systems to interface onto one platform the service aftermarket for both growth and profitability while better • Increase customer satisfaction and your bottom line through greater supporting customers with a more positive user experience. service delivery and user experience • Capture recurring revenue opportunities from improved branding and In the workshop you’ll learn: improved customer loyalty • How you can put the right tools and applications in place to make the transition Be sure to attend this workshop to discuss the tools, technology, and cultural • How to become customer focused with greater emphasis on the 'user- market shift in order to meet the needs of tomorrow's user-focused markets. experience's • How to lock-in customers for the longer-term with the best contract value Workshop Leader: • How to shift from 'product vendor' to 'trusted advisor' Stephen Slade Senior Director Applications Marketing Oracle 12:00 – 3:00pm *Lunch will be served B Empowering Your Field Personnel Through Workforce Automation Successful companies in today’s service world understand that to stay ahead • How to better understand key measurements and how they impact the of the competition their mobile workers require tools more powerful than value of your business (group exercise) current paper and telephony based systems. Today’s leading organizations understand that front-line workers rely on real-time information gathering and How you’ll benefit: retrieval systems for daily success. In this workshop Greg breaks down a high • Develop readily available access of corporate information and data level outline of the evolution of technology and the barriers of leveraging collection applications to boost remote worker productivity these technologies for a competitive advantage in your industry. • Increase sales, and improve delivery tracking in real time • Shift from a reactive to a proactive service organization In this workshop you’ll learn: • How to explore the use of standard tools and communication frameworks Workshop Leader: • Introduction of how to utilize concept of atom based processing devices Greg Lush • Analyzing three different levels of scorecards to streamline business process VP & Chief Information Officer The Linc Group 3:15 – 6:15pm C Enabling Service Agent Productivity: The Complete Service Interaction Process From End to End With a drastically changing workforce retiring or leaving how are you going to • How to develop more emphasis on extracting usable life out of products continue to provide service excellence in light of skill and resource depletion? that near the end of their lifecycle Today’s economy has driven companies to cut onsite support and field labor from traditional services and in mid 2009 shutdown weeks were not scarce How you’ll benefit: amongst leading organizations. Now is the time to strive for industry best • Impact key customer metrics for quality of service, downtime avoidance practices that drive service agent productivity, there’s no more vital time to get and increased instrument uptime this under control. In this workshop Bob shares strategies for you to take back • Optimize workflows and dispatching while decreasing field technician to the office and begin your service transformation right away and how this deployments will drive other IQPC events beginning in February • Broadening the knowledge and support of your specialized technicians on multiple product lines In the workshop you’ll learn: • How to extract valuable machine data that once released can provide a path Workshop Leader: to service excellence Bob Ticknor • How remote connectivity can maintain and plan for a distributed workforce Vice President Business Development to transform their job description Qualtech Systems Inc. Register now! 1-800-882-8684 or visit 3
  4. 4. Main Conference Day 1 December 9, 2009 7:00 Registration & Coffee organization to define and manage segments in a way that helps it to clearly differentiate your unique selling proposition and the 8:00 Welcome Remarks value you can offer specific groups of customers and your ability to engage them. Be sure to join us and see what your peers have Jonathan Massoud done to increase market place reputation and drive improved Director Service Management IQ financial performance to the bottom line IQPC 11:00 Workforce Optimization Idea Xchange: Double 8:05 Chairperson’s Opening Remarks Session Bob Ticknor You’ve spent the morning listening to case studies and approaches Vice President Business Development to better leverage the latest technologies and strategies into your Qualtech Systems Inc business processes. This is your time to take part in discussion you can’t get anywhere else. Meet and learn from your peers while 8:15 Leveraging “Force Multipliers” To Support gaining new perspectives on these critical issues. This is your Customers in an Economically Restrained opportunity to roll up your sleeves, get the answers and learn the Environment best practices you came to Field Workforce Optimization for, as Dick Frishkorn well as contribute to your colleague’s experience. Managing Director Global Customer Field Support Group This is an opportunity to network with the industries thought GE Aviation leaders in workforce management, technology integration and project management to tackle your most difficult challenges in Getting the most productivity out of your workforce with existing training, field force automation, third-party outsourcing and web- tools and technology is a challenge for us all. Exacerbated by based tools in highly complex environments. diminishing resources and financial restraints 2009 has put leading service organization to test. In this session GE Aviation’s Dick 12:30 Lunch Frishkorn shares how they’ve not only managed but have achieved success in today’s economy. Highlights include: • Maximizing digital and manpower response tools 1:30 Enabling Technician Productivity: Integrating • Identifying strategies to segment your customer base and engage Machine Data with Multiple Field Service Systems them accordingly Richard Springer • Increasing your service levels and value with a fragmented Vice President Customer Service customer base Tomotherapy 9:00 Creating Interfaces Between Mobile And Back- • Exploring how remote connectivity can maintain and plan for a Office Applications distributed workforce to transform their job description • Developing more emphasis on extracting usable life out of Curt Hill products that are near the end of their lifecycle Vice President Technical Support • Impacting key customer metrics for quality of service and Cisco downtime avoidance • Exploring benefits of grass-roots solutions vs. major software programs 2:15 Identifying the Right Mobile Solutions for Your • Effectively capturing field and operational data and ensuring Organization: Outlining Gaps in Your Current effective communication channels coming and going Workforce Management Processes • Streamlining the data feed from the field to back office operations Dennis Pappas • Proving efficiencies in usability and field performance Director International Customer Support Hologic 9:45 Morning Networking Break With recent figures suggesting mobile Field Service Application 10:15 Panel Session: Segmenting Your Market Place to adoption has reached early majority, service leaders such as Hologic Optimize Your Selling and Contract Renewal that have benefited from an early start in their mobile strategy are Opportunities leveraging their investments in mobile computing to transform their processes and widen their competitive advantage. Dennis Pappas Director International Customer Support In this session, Dennis provides attendees with an unprecedented Hologic look at how they have taken advantage of their early start in the Paul Davy mobile field service journey and continued to adapt the mobile Manager Field Service application in light of new businesses, processes and products. MDS AT Pappas highlights key learnings from the first phase of Hologic's This year organizations have been multiplying and fragmenting mobile field service deployment that began in 2003 and outlines their customer environments via targeting buyers or groups of the major technology and business process innovations buyers to increase revenue. As a service executive you need to implemented throughout their six year journey. ensure you’re targeting the most valuable customers by offering highly focused and integrated services. This requires your 3:00 Afternoon Networking Break 4 Register now! 1-800-882-8684 or visit
  5. 5. 3:30 Panel Session: Effectively Partnering With Third Has the economy worsened your human capital issues? Has it been Party Service Organizations exacerbated by an aging workforce and changing skill requirements? Leading support organizations are discovering how Curt Hill to apply predictive staffing models which are ‘tried and true’ in Vice President Technical Support centralized support organizations to dispersed, mobile workforces Cisco in order to optimize near-term staffing, anticipate the result of Richard Springer future strategies, test various scenarios and select the best possible Vice President Customer Service course of action. In this session Marlene shares how you can Tomotherapy explore and understand complex relationships among resources, systems and processes to optimize the utilization of your • Committing greater resources to emerging markets to avoid workforce. weak links in support Highlights include: • Identifying and managing risks when driving major change • Utilizing IP Video and other rapidly deployed technologies for the new markets through a large and tenured workforce • Forecast optimum staffing requirements, seasonally, yearly, • Bridging your third-parties gap of skills and knowledge • Absorbing your partners information and processes into your monthly, weekly, daily • Combining workforce planning with automated directed operations and vice versa dispatch to deliver optimal results for your customers • Develop analyses to project optimal level of direct workforce 4:15 Day One Closing Keynote: Developing a Workforce Optimization Model And Effectively while identifying needs, level, and value of supplemental flexible Combining Automated Directed Dispatch staff Marlene Bessette 5:00 Conclusion of Main Conference Day One Vice President Strategy and Customer Loyalty Xerox Main Conference Day 2 December 10, 2009 7:45 Registration & Coffee for field support and routing • Improving forecasting accuracy and developing alternative 8:15 Chairperson’s Opening Remarks scheduling to optimize resolution time 8:30 Developing a Holistic Approach to Maintaining 10:00 Morning Networking Break Your Customer Base 10:30 Panel Session: Leveraging Mobile Workforce James Patrick Welch Solutions to Reduce Operating Costs and Director of US Service Sales Increase Efficiencies Kodak Mary Klein • Strategically mapping your approach to articulate value to your Director Field Service Technology customers Avaya • Structuring your existing customer data to uncover what your customers really need Amos Schneller • Segmenting your market place to optimize your selling and Director Customer Support contract renewal opportunities Minntech • Exploring the value you want to put into your program and • Creating a seamless end user experience by integrating multiple training your people to close the deals solutions onto one platform • Evaluating the benefits of creating one platform for all of your 9:15 Investing In a New Workforce Scheduling mobile solutions to communicate System • Identify which operations (i.e. field engineering, customer Leticia Leinard-Weidenhamer information systems, outage management, work management Director Field Service systems) to implement the software • Determining which skill sets are required vs. what skills sets the Cox Communications end users have • Identifying the right solution provider to match your • Deciding to go with an on or off-the-shelf product organizations needs • Assessing the need to use a third-party transforming tool • Deciding which tool requires the least amount of configuration or not and customization • Implementing a cost benefit analysis model to predict expected • Evaluating the impact of operational complexity long-term ROI • Overcoming challenges in reducing and tightening up your • Continuously monitoring operational performance of each technicians routes support function • Ensuring you’re developing the appropriate tools and processes Register now! 1-800-882-8684 or visit 5
  6. 6. 11:15 Integration of Mobile Workforce Technology to 1:45 Optimizing Web Based Training for Your Leverage Operational Efficiencies and Continuous Workforce and Your Customers Improvement Activities Nick Payne Chuck Cohen Director of Training Siemens Vice President Field Service Hill-Rom • Identifying new tools and methods to translate into a training curriculum that is engaging to your workforce Are your key metrics out of line with your competition and peer • Providing self-service training for customers to alleviate call volume groups? In the world of support operations, leveraging assets is the and technician deployment name of the game in ensuring that your organization will remain • Effectively tracking and reporting learner progress in the web competitive. Continuous improvement of processes, leveraging environment assets and human capital are essential to effective field service • Exploring methods to ramp-up new hires organizations. Business managers and organizations need to • Educating and delivering a consistent message to your sales force, leverage technology solutions as enabling platforms for continuous field support and customers improvement activities. Mobile technology is redefining the industry for best in class companies who have an objective for long term competitive differentiation. In this session Chuck highlights Hill- 2:30 Afternoon Networking Break Rom’s processes in: 3:00 Southern Company Case Study: • Developing a mobile workforce technology platform Integrating Field Tools and Multiple Applications to • Achieving key success elements Increase Workforce Productivity – Real-time workflow management – Inventory accuracy (GAP principles) Ed Carlsen – Return on invested capital (ROIC), days sales outstanding Manager Distribution Management Systems (DSO), credits as a percentage of revenue reduction Georgia Power • Leveraging key metrics – Is your mobile workforce technology useful and effective Southern Company has recently completed a deployment of the – Does it drive improvements in business metrics Ventyx Service Suite software to over 1800 field users. This deployment encompasses numerous types of users and work including • Margin expansion meter-related activities, outage first responders, maintenance crews, • Customer satisfaction/quality engineers, forestry, and claims. Along with their deployment they’ve • Exploring Next steps – GPS technology also added a reporting tool to optimize monitoring and productivity – RFID Technology measurement. The integration of the various systems (mobile work – Dispatching/scheduling capability management, customer information system, outage management system, AMI Automated Metering Infrastructure, etc.) has be an important part of this enterprise deployment. In this session Ed 12:00 Lunch highlights their lessons learned in: • Leveraging technology to track and manage workforce workload 1:00 Exploring Strategies to Avoid Technician Rollout and performance While Cutting Costs & Utilizing GPS Tracking To • Effectively on-boarding technicians with technology through training Ensure Technician Productivity and on-going daily support • Integrating AMI with an outage management system Mary Klein – factoring scheduled work from your workforce management Director Field Service Technology system to avoid reporting errors and outages due to scheduled Avaya meter work • Broadening the knowledge and support of your specialized • Improving forecasting and analysis through automation technicians on multiple product lines • Exploring best practices to deal with consumer angst 3:45 Ask The Experts Panel Session • Evaluating strategies that best meet affordability Hosted by • Providing technician training on your knowledge management Bob Ticknor system Vice President Business Development • Effectively relating your open service events through GPS tracking Qualtech Systems, Inc • Distributing workload information and regionalizing work orders by technician availability After two full days of information being shared our industry experts • Optimizing the data relation between reporting back office from will take the time to answer your questions personally. Didn’t get a previous service events for parts needed chance to meet a particular presenter, missed an important part of the session or do you need an additional explanation or perspective on any particular issue or challenge? This is your opportunity to expand on your takeaways and get the answers for which you came. 4:30 Conclusion of Field Workforce Optimization Summit About Our Media Partners Integrated Solutions shows organizations how to The National Association of Service Managers capture, generate, and retrieve data at all points of work is the oldest, professional nonprofit association of and service. We educate IT decision makers about wireless product service executives in the United States. and mobility technologies that drive business performance Founded when service techniques were just – and revenue – by eliminating boundaries of time, distance, and scale. beginning to be highly recognized as a sales and marketing tool. Integrated Solutions covers the wireless infrastructure and enabling NASM is an organization dedicated to provide professional leadership hardware and applications that allow end users to benefit from true and education to the service executive, while developing their mobility. Website: managerial expertise in the business and organizations that they represent. Website: 6 Register now! 1-800-882-8684 or visit
  7. 7. Registration Information Register by Register by Standard Qualified Professionals By 10/16/2009 By 11/13/2009 Price Conference Only $1,199 $1,599 $1,799 All Access Pricing $2,099 (save $1,347) $2,499 (save $947) $2,699 (save $747) Workshop each $549 $549 $549 Please note multiple discounts cannot be combined. ABA/Routing #: 021000021 A $99 processing charge will be assessed to all registrations not Reference: Please include the name of the attendee(s) and the event accompanied by credit card payment at the time of registration. number: 12609.003 MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC Payment Policy: Payment is due in full at the time of registration and * CT residents or people employed in the state of CT must add 6% sales includes lunches and refreshments. Your registration will not be tax. confirmed until payment is received and may be subject to cancellation. For IQPC’s Cancellation, Postponement and Substitution Policy, TEAM DISCOUNTS: For information on team discounts, please contact please visit IQPC Customer Service at 1-800-882-8684. Only one discount may be applied per registrant. Special Dietary Needs: If you have a dietary restriction, please contact Special Discounts Available: A limited number of discounts are available Customer Service at 1-800-882-8684 to discuss your specific needs. for the non-profit sector, government organizations and academia. For ©2008 IQPC. All Rights Reserved. The format, design, content and more information, please contact customer service at arrangement of this brochure constitute a trademark of IQPC. 1-800-882-8684. Unauthorized reproduction will be actionable under the Lanham Act and Details for making payment via EFT or wire transfer: common law principles. JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 About the Venue Caesar’s Palace 3570 Las Vegas Boulevard, Las Vegas, NV 89109 866-227-5938 (toll free) • From the moment you walk through the doors IQPC has a reduced sleeping room rate for of Caesars Palace, you know you've arrived at Field Workforce participants. The group rate may the most prestigious resort in the world. be available 3 days prior and 3 days post event Impeccable service. Luxury. All the little details dates, before November 13, 2009, and is subject that make the difference between an ordinary to availability. visit and a spectacular experience are yours. About Our Sponsor Qualtech Systems, Inc (QSI) offers field service consumption rate and work force productivity. QSI’s TEAMS ® intelligence solutions to OEMs and end users in software solutions enable optimization of product design for effective the commercial and defense space. QSI field service, provide timely and actionable service intelligence in the customers have consistently achieved higher field through real time and ondemand monitoring and diagnostics customer satisfaction and improved profitability and guide every technician to perform like an expert. Some QSI’s by optimizing field service operational metrics customers include Boeing, FEI, GE, Honeywell, NASA, Orbotech, Pratt such as, asset uptime, lead time to act, mean & Whitney, Sikorsky, Thales and DoD. Website: time to repair, first time fix rate, spares Register now! 1-800-882-8684 or visit 7
  8. 8. International Quality & Productivity Center REGISTRATION CARD 535 5th Avenue, 8th Floor New York, NY 10017 YES! Please register me for ❑ Main Conference Only ❑ All-Access Pass Choose Your Workshop(s) ❑ Workshop(s) Only ❑A ❑B ❑C See Page 7 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. 12609.003/D/SC New York, NY 10017 Take the guess work out of it – Attend Field Register by Workforce Optimization October 16, 2009 and attend the 2009 and explore conference strategies to: only for $1,199! ✔ Developing a portfolio that maximizes service revenue: articulating value to your customers ✔ Integrating with your third partie’s platforms and processes to ensure service delivery in an outsourced environment Increasing Service Levels and Value in an ✔ Integrating product data Economically Restrained Environment and with multiple field systems to enable December 8-10, 2009 • Caesar’s Palace, technician productivity Las Vegas, NV ✔ Setting the investment criteria for immediate and long-term ROI from mobile solution investments