The Most Established Event Delivering Value to the Australasian Service Industry
What’s new for the 3rd annual event in 2011?
Leading National and International Case Studies – Get the best perspective for your business needs from first-rate organisations around the globe
Interactive Roundtables and Panel Sessions – Gain the maximum value
Engaging Exhibition featuring product launches, demos and technology showcases
Maturity specific streams enabling you to benchmark your business and hear from others in a similar position
Wide Range of Industries – Allowing you to network with not only your peers but also share best practice across all industries
For more information, visit www.fsmaustralia.com.au or call +61 2 9229 1000.
Exploring The Potential Role Of Unstructured ProcessesElisabeth Stavenga
The presentation covers:
Identifying the unstructured processes in an organisation that would benefit from BPM;
Recognising the benefits of including unstructured content into processes;
Examining how to combine unstructured and structured content to deliver performance improvements.
Presented by Dr. Michelle Booysen and Marietjie Lancaster at the BPM Summit 2009, in Johannesburg, South Africa
Impact Magazine: Spring 2011 | School of Business and Economics, Michigan Tec...Lynn Makela
Impact is the School of Business and Economics semi-annual publication. It illustrates how our students, alumni, faculty, staff, School, and University are changing our world.
Staff training the most important aspect of segregating wasteIQPC Australia
Increased reporting requirements, rising public awareness and the ability to save your hospital large sums of money through effective waste management is essential in every health facility.
Health IQ interview’s Michelle Skrivanic, Clinical Nurse Consultant, Concord General Repatriation Hospital about Waste Action Groups, the role of positive reinforcement and the importance of education in segregating waste.
Exploring The Potential Role Of Unstructured ProcessesElisabeth Stavenga
The presentation covers:
Identifying the unstructured processes in an organisation that would benefit from BPM;
Recognising the benefits of including unstructured content into processes;
Examining how to combine unstructured and structured content to deliver performance improvements.
Presented by Dr. Michelle Booysen and Marietjie Lancaster at the BPM Summit 2009, in Johannesburg, South Africa
Impact Magazine: Spring 2011 | School of Business and Economics, Michigan Tec...Lynn Makela
Impact is the School of Business and Economics semi-annual publication. It illustrates how our students, alumni, faculty, staff, School, and University are changing our world.
Staff training the most important aspect of segregating wasteIQPC Australia
Increased reporting requirements, rising public awareness and the ability to save your hospital large sums of money through effective waste management is essential in every health facility.
Health IQ interview’s Michelle Skrivanic, Clinical Nurse Consultant, Concord General Repatriation Hospital about Waste Action Groups, the role of positive reinforcement and the importance of education in segregating waste.
Overview of issues associated with Coal Processing by Industry ProfessionalsIQPC Australia
This presentation is a collation of three industry professionals sharing their thoughts in regards to major issues facing the Coal Mining Industry in Australia.
Q&A Peter Lee on clinical governance, the culture of institutes and how to ch...IQPC Australia
Clinical Governance is paramount in the effective running of a hospital and should be seen by everyone involved within healthcare as a top priority. This interview with Peter Lee, Senior Medical Officer, Metro South District, QLD Health explores the link between communication and culture and how this effects clinical governance
Network Sharing and Managed Services will bring together a senior level delegation from across Europe, the Middle East and Africa to give you an end-to-end view of how to implement and optimise your network sharing and managed services partnerships. Through proven and practical case studies you will learn how to manage and overcome the technical and operational challenges that arise during and after signing a contract and understand how to differentiate yourself from your competitors when using the same network capacity and coverage.
Where Technology Meets Business - The most established Cloud event in the APAC region, attracting 500 of the most experienced cloud experts from the Telecoms and Enterprise markets!
Two Steps Forward and One Step Back: The Real Path of HR Metrics and Analyti...HR Network marcus evans
Erin Govednik, Cox Communications - Speaker at the marcus evans HR Technology Summit 2012, held in LAs Vegas, NV, delivered her presentation entitled Two Steps Forward and One Step Back: The Real Path of HR Metrics and Analytics
The goal is to optimize processes around the use of our assets, to drive new opportunities wrapped around a model of predictive and preventive maintenance. You will learn how to:
• Prepare for this year of cost containment and savings with expert advice on how to self
fund your remote service project
• Use existing product offerings to create new revenue streams and address declining profits
• Mine real-time and historical data to improve customer understanding, touch and experience
• Decrease service costs through more efficient deployment and centralized management
• Use device connectivity to maintain and enhance your own differentiators rather than being a carbon copy of your competitor
• Increase customer awareness of remote service benefits and increase customer satisfactionthrough improved promotion, measurements, and value reinforcement techniques
A model produced to summarise the results of an MBA dissertation to answer the research question \'How can organisations exploit the potential of Business Intelligence Systems to improve Business Performance?\'
Modularisation – The Next Step - Presentation by Bill Meyer, Foster Wheeler U...IQPC Australia
This presentation by William (Bill) Meyer explores the past trends of modularisation, the cost and benefits of modularisation, optimising module sizes and the future of modularisation.
Finalists for the Alliance Contracting Excellence Awards 2011 (ACE Awards) unveiled.
For more information about the Collaborative Contracting Excellence Summit and ACE Awards 2011, please visit www.collaborativecontracting.com.au, call 02 9229 1092 or email enquire@iqpc.com.au
SSON Accepting Nominations for “People’s Choice” Award for Personal Contribut...IQPC Australia
The Shared Services & Outsourcing Network (SSON), the largest and most established community of shared services and outsourcing professionals, is now accepting nominations for its Personal Contribution to the Industry Award. The award – determined by public vote for the first time – will honor an influential industry professional whose impact pushes the boundaries of innovation and idea sharing.
The Underutilization of GIS technologies - Q&A with Shane BarrettIQPC Australia
In this Q&A, Shane Barret, Manager Spatial Data Quality at BG Group opens up on GIS technologies in today’s environment. He discusses strategies, methodologies, key challenges and the current state of GIS in mining operations in the industry.
Shane is speaking at the GIS in Mining and Exploration 2011. For more information about this event, please visit www.gisinmining.com.au or contact us via Twitter (@MiningIQ) or call us on +61 2 9229 1000. Or you can email enquire@iqpc.com.au
Q&A with Russell Nickson on Customer Experience ManagementIQPC Australia
It's well known that American Express' customer service goes the extra mile. But how do they do it?
Here, Russell Nickson, World Services Senior Vice President JAPA explains how they do it.
Russell is speaking at the Customer Experience Management 2011. For more information about the event, please visit www.CustomerExperienceEvent.com,au or call +61 2 9229 1000. Or you can email enquire@iqpc.com.au.
Definitive Feasibility study is essential in determining the potential profitability and productivity of a Mining Project. However, stringent legislation, time restrictions, a shortage of skilled technical staff along with no guarantee of financial approval, makes conducting a feasibility study difficult. IQPC’s 5th Annual conference on Mine Site Feasibility, along with our 4 specialised workshops, will equip you with the information you need in order to improve the overall management and success of your feasibility study.Hearing from experienced industry professionals will help you in the development of your own feasibility study.
Mine Site Feasibility’s success is evident as in 2011 we will be reproducing the event for the 5th time. The improved and updated event will maintain its relevance as it will answer the immediate issues facing today’s Mining market.
For more information about the event, please visit http://minesitefeasibility.com.au or call +61 2 9229 1000.
Coasts and Marine Structures- Industry Experts Key Topic DiscussionIQPC Australia
In this Key topic discussion, we’ve collated the responses from three industry leaders who have provided their opinions and thoughts on the current state of the coasts and marine structures field. Here, they share what they believe are the future and progressive technologies and what they feel are the best practices to their work.
Boosting Productivity by Developing a Best Practice Approach to Mine Site Automation and Communication
Why Attend Mine Site Automation and Communication?
Mining IQ’s Mine Site Automation and Communication is back for 2011.
With nearly 100 in attendance at the Perth event in July 2010, Mine Site Automation and Communication will come to Brisbane in March 2011.
In addition to practical case studies from some of Australia’s leading mine sites, Mine Site Automation and Communication will feature keynote presentations from international thought leaders to keep you up to date with industry trends
For more information about this event, please visit http://www.mineautomation.com.au or call us on 61 2 9229 1000.
GIS in Mining and Exploration 2011 BrochureIQPC Australia
Uncovering Technologies and Strategies for Exploration and Mine Advancement Using Geographic Information Systems
Optimising the use of GIS on mine sites and in mineral exploration
Following its great success in Perth, Mining IQ's GIS in Mining and Exploration 2011 is coming to Queensland!
GIS in Mining and Exploration 2011 QLD is about advancing the knowledge base of all those who interact with GIS. This event has been developed specifically with your challenges in mind, providing you with the critical updates you need in a dynamic and demanding field.
For more information about the event, please visit http://www.gisinmining.com.au or call us on 61 2 9229 1000
Marine infrastructure Planning, Design, Construction and Maintenance
The global demand for Australian resources is ever increasing and production is increasing along with it. The Australian Bureau of Agricultural and Resource Economics (ABARE) forecast that export volumes would increase by two-thirds in the years leading up to 2015.* To meet this demand Australia is investing heavily into marine infrastructure. Projects are being planned and implemented around wharf and port upgrades, marine asset management and maintenance, port and traffic intermodal co-ordination systems, terminal management systems and much more.
For more information about this event, please visit www.marinestructures.com.au or call +61 2 9229 1000.
Flexible design and fresh stakeholders lead to innovation in aged care facil...IQPC Australia
Health IQ’s interview with Bill Duncan, Director of Care4. In this exclusive interview, Bill explains how to create flexible design in aged care facilities and what can external (and sometimes, unexpected) stakeholders can bring to such designs. He argues the need to involve new stakeholders to question existing aged care facility models to bring innovation to a new level.
Steven Boyages on Clinical Governance in AustraliaIQPC Australia
This interview with Steven Boyages from the Clinical Education and Training Institute NSW explores the culture of effective hospital management and identifies the common risk areas within corporate governance.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
GridMate - End to end testing is a critical piece to ensure quality and avoid...ThomasParaiso2
End to end testing is a critical piece to ensure quality and avoid regressions. In this session, we share our journey building an E2E testing pipeline for GridMate components (LWC and Aura) using Cypress, JSForce, FakerJS…
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Threats to mobile devices are more prevalent and increasing in scope and complexity. Users of mobile devices desire to take full advantage of the features
available on those devices, but many of the features provide convenience and capability but sacrifice security. This best practices guide outlines steps the users can take to better protect personal devices and information.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
1. The 3rd Annual Australasian
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Field Service and Workforce Mobility Conference
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Field Service Management
2 0 11
www.fsmaustralia.com.au
Allan MacMaster,
Project Manager,
Key Topics Featured Transformation Team,
SCOTTISH WATER, UK
at FSM2011 Matt Allington,
Global Business Process Lead
Leveraging Successful Field Service – Mobile Customer Management,
Management as a competitive THE COCA-COLA COMPANY
advantage
Doug Wilson,
Building a successful business case Chief Information Officer,
THE NEW ZEALAND
Customer Service and the from of FSM
AUTOMOBILE ASSOCIATION
Organisational and cultural change
Darryl Steven,
management
Group Manager Energy
FSM Optimisation – Ensuring you get Transformation,
the most of what you have ENERGEx AUSTRALIA
Complex scheduling and time sheeting Superintendent Lance Martin APM,
Program Manager, Communications
The role of GPS and GIS Infrastructure / IT Program Delivery,
WESTERN AUSTRALIA POLICE
Staff training and solution deployment
Peter McDonald,
Programme Director
- Mobile Computing,
VICTORIAN POLICE
Matthew Taylor,
Chief Information Officer,
INTERNATIONAL ENERGY
SERVICES
Geoff Reid,
Group Computer Services Manager,
BUNZL AUSTRALASIA
Focus Day & Workshops: 22 & 23 March 2011 Andrew Faid,
Conference: 23 - 24 March 2011 Information Systems Manager FBNZ,
Venue: Australian Technology Park, Sydney FONTERRA ANZ
Organised by: Researched & developed by: Graeme Fairley,
Senior Project Manager,
WESTERN POWER
Associate Partners: Event Partner: Featured Partners: Exhibitors: Supported by:
Endorsed by:
We Manage Mobility
2. The 3rd Annual Australasian
HOWCASE real implementation case studies
S
Field Service and Workforce Mobility Conference
Dear Colleague, Field Service Management
providing an effective roadmap for you to mitigate
2 0 11
against potential roadblocks, overcome challenges
With increased pressure to boost worker productivity, of integration, culture change and adoption to
reduce paper and improve customer experience it realise enhanced field services.
has become business critical to manage work in the
field in a proactive and efficient way. Currently, we are all VALUATE the latest mobility applications,
E
striving to achieve greater visibility on their sales and field business software and tracking solutions that
force operations to ensure better financial outcomes and are delivering value to both your peers and your
customer service delivery. competitors!
If you are currently looking at how to streamline your BENCHMARK with a broad range of organisations
operations, realise cost savings, and deliver world-class to better understand service industry KPIs and
service in the field then FSM 2011 is the event for you. performance levels that can inform your knowledge
and assessment of your key result areas
As Australasia’s most established event, the summit will
cater for the needs of both the traditional field service
disciplines and those beginning to embrace mobile working. “FSM is an important forum to
benchmark industry progress”
We will have in attendance representatives from across
many sectors including utilities, retail, and transport, Tony Thornton, National Service Manager RHEEM
health, government and emergency services. Leading
organisations will discuss the growing productivity and
efficiency benefits they are realising from their service
What’s new for the 3rd annual event in 2011?
management strategies, enhanced scheduling, data
capture and technology investment. Leading National and International
Case Studies - Get the best perspective for your business
Successful FSM is no longer a nice to have, it is a business needs from first-rate organisations around the globe
necessity. As a result, the role of the service manager in
Interactive Roundtables and Panel Sessions
now more important than ever. - Gain the maximum value
Hear how organisations are developing their service ngaging Exhibition featuring product launches, demos
E
capabilities and put your programme on the right path. and technology showcases
We look forward to seeing you next March! aturity specific streams enabling you to benchmark
M
your business and hear from others in a similar position
Kind regards, ide Range of Industries - Allowing you to network with
W
not only your peers but also share best practice across all
industries
For More Details on the Event Please Visit:
Jason Hulme
Division Director, IQPC Australia www.FSMaustralia.com.au
The Conference Program
The 2011 agenda features a combination of leading national and international case studies. The
structure is a combination of presentations, roundtable discussions and interactive sessions that
allow you to be more hands on.
With the event in its third year we are committed to ensuring we continue to deliver first class value
for our attendees. To reflect this we have incorporated service optimisation maturity themes and are
catering to those eager for both sales and field force improvement strategies.
Clearly the challenges of culture change and legacy systems remain in the pursuit of
enhanced field services. In 2010 over a quarter of the audience recorded
that they hadn’t yet realised benefits from their recent mobile technology
adoption. Despite the initial investment the culture change and ability
to extract the full value from the technology is clearly hindering many
organisations.
We have dedicated sessions tackling the issues involved in
culture change and gaining senior management support for
initial or second generation service improvements.
3. Conference Day One Wednesday 23rd March 2011
Welcome Remarks from the Chair 10.00 CASE STUDY: Reducing Costs and Increase Client Satisfaction:
Uncovering both the Tangible and Intangible benefits of successful FSM
KEYNOTE SESSIONS • Who is the customer
Advancing Field Service operations and delivery
• What are the drivers for change and how are they aligned to what customers
9.00 INTERNATIONAL KEYNOTE PRESENTATION: The evolution of Field want
Service Optimisation that transformed Customer Service Delivery • How to do more for less and still improve service
• overcoming the cultural & behavioural challenges when implementing mobile • How the simple use of electronic data can lead to improvement objectives
/ scheduling solutions • How to measure success and maintain the focus
• Implementing and utilising technology to dramatically reduce service delivery Darryl Steven, group Manager Energy Transformation, Energex Australia
cost and eliminating repeat visits 10.30 Building Cost Justification and its Correlating Technology Options
• Creating a benefits realisation framework to make sure you get the most out Featuring first-hand customer examples of how technology has been deployed
of your investment in different organisations and the benefits that have been realised through a
• Increasing operational visibility by eliminating handwritten errors and more range of technologies
effective field data capture Mary Brittain-White, Chief Executive officer, Retriever Communications
Allan MacMaster, Project Manager, Transformation Team, Scottish Water, UK
9.30 PRESENTATION: Using Workforce Management Technology and Process TECHNOLOGY SOLUTIONS AND INNOVATION SHOWCASE
Improvements to Enhance the Customer Experience demonstrations of the hottest technologies and solutions in field mobility, coupled
• developing a tailored system to support field service staff with advice on how you can best leverage them in your own organisation. during
• Refining scheduling procedures to move towards shorter customer this session you will have access to the very latest in force automation, service
appointment windows management software provided by Australia’s leading technology solutions experts
• Providing phone and web touch-points to customers to ensure they are kept accompanied by their clients who have already realised the business value.
updated
• Reducing costs whilst maintaining a high quality service Coffee and Networking Opportunity Break
Matt Allington, global Business Process lead – Mobile Customer
Management, The Coca-Cola Company TECHNOLOGY SHOWCASE: Proudly Hosted by Panasonic
STREAM A Service Optimisation Fundamentals STREAM B Driving Performance and Innovation
12.00 FACILITATED SESSION: Identifying your Business Needs to Ensure a 12.00 IMPLEMENTATION UPDATE SESSION: Analysing Developments and
Successful Mobility Roll-Out Advancements 12 Months On – From Implementation to Upgrade/
This session is a platform for peers to benchmark their existing operations Expansion
in an interactive learning environment. This benchmarking opportunity will leading speakers from FSM’10 will be invited back to provide their view on
provide you with practical advice, insights into recent mobility projects, and how their second/third generation mobility programmes are progressing. This
the techniques to help you: is a great opportunity to quiz experienced practitioners who have developed
• Plan and design the mobility and field service platform that is right for your the skill-set to drive forward their service operations and are ready to share
organisation their insights with you on:
• Implement new work processes that will streamline your operations • The impact of fast evolving technology and its value to the area of field
• Secure buy-in and oversee change to ensure success in your field service services
optimisation project • lessons learnt to date on the service excellence journey
Donal Maguire, Sales & operations director - new Zealand, Aristocrat • Areas to be mindful of and strategies to move forward your mobility projects
Technologies NZ to second/third generation initiatives
12.30 PRESENTATION: Paperless Supply Chains - Is it Time? Kate Bradshaw, Team Manager Field Systems, Yarra Valley Water
Peter McDonald, Programme director- Mobile Computing, Victorian Police
• Why is paper used in supply chains?
• Why won’t it go away? 12.30 LEVERAGING MAxIMUM VALUE PRESENTATION: Building on Current
• does mobile technology now have the answer? Field Service Management Systems to Stay Ahead of the Curve and
• Could we, should we, will we make it happen? Maximise Competitive Advantage
Murray Fane, director- Business Services, CHEP • Exploring new functionality enabled by advances in technology
• Ensuring your organisation keeps up with the changing demands being
placed on workers in the field
• Aligning field service solutions to the organisational business plan and
strategic goals
Lunch and Networking Opportunity Break
OPERATIONAL EFFICIENCY IN SERVICE DELIVERY OPERATIONAL EFFICIENCY IN SERVICE DELIVERY
STREAM A Field Service Automation STREAM B: Utilities Interactive
2.00 GOVERNMENT PRESENTATION: Securing Funding for Mobility Projects – 2.00 BENCHMARKING AND KPIs: Meeting Audit Requirements and Producing
A Government Perspective Better, More Accurate Data; Mobile Workforce - Implementation for Faults
• Senior executive engagement with government and corporate marketing and Beyond
strategies order to secure funding • leveraging mobile technology for fault management in an electrical network
• linking to all of agency initiatives, the defined key performance indicators utility;
and alignment to broader government objectives including safer • The leap in benefits provide by integrated mobile gIS - in field, in the control
communities and innovation in government room and for the asset manager
• Assessing government trends and identifying opportunities and pressure • Beyond faults, progressing field force automation to planned work.
points • Comparing a mobile fault solution to mobility for planned work
Greg Italiano, Executive director, Western Australia Police Graeme Fairley, Senior Project Manager, Western Power
2.30 CASE STUDY PRESENTATION: Developing a Robust Technology Platform 2.30 BENCHMARKING AND KPIs: Smart Service and Practical Advice on Large
for the Roll-out of Scheduling and Mobile Technology Solutions to Scale Mobility Deployments
Support Mobility in Emergency Services • optimising resources to maximise revenues, customer satisfaction and
• Staying on track- from concept through to technology choices retention
• Undertaking process reviews to ensure maximum success from your • Harnessing technology as the key enablers of superior field service
implementation project • Scheduling- getting the technology to work for you!
• Achieving technology standardisation to prepare for project go-live • Reducing operating cost
• Business and technical considerations for success • doing more with less
Todd Cottee, Ag Communications Centre Manager, ACT Emergency Kate Bradshaw, Team Manager Field Systems, Yarra Valley Water
Services Agency
Coffee and Networking Opportunity Break 4.30 Presentation: Moving from Voice to Data: Is there a Place for Both?
TECHNOLOGY SHOWCASE: Proudly Hosted by Datalogic • Radio and telephony have long established roles in field communications,
in rapid response and in service delivery. Is information technology
DELIVERING ExCEPTIONAL CUSTOMER SERVICE - superseding them, or simply adding to the mix?
ExCEEDING SERVICE LEVELS • What is the impact of this change - on people, processes, technology and
cost
4.00 Keynote Interactive Discussion and Benchmarking Clinic: Exploring the
• What are the likely implications - for organisations and for front-line staff?
Changing Face of Service Management
greater convergence, better operational effectiveness, or simply more
This session will tackle key challenges from change management, to technology complexity?
choices and integration. Put your questions to our panel of cross industry experts
Peter McDonald, Programme director- Mobile Computing, Victorian Police
and use the opportunity for benchmark your existing service management.
• How is service delivery and operational excellence evolving? 5.00 Presentation: Optimising Customer Service through CRM Improvements
• How to support the roll-out of scheduling and mobile solutions to ensure • Improving the speed of service
success • Making real-time customer data available to your service team
• How to get the most out of your mobile workforce? • Encouraging effective use of customer data in the field
• Benchmarking KPIs Chris Nielsen, national Service Manager, Kubota Tractor Australia
Sumair Dutta, Senior Research Analyst - Service Management, Aberdeen End of Conference Day One
Group
JOIN US FOR THE FSM 2011 DRINKS RECEPTION
4. Conference Day Two Thursday 24th March 2011
Welcome Back Remarks from the Chair 12.00 Presentation: Leveraging Technology to Improve the Ability of Workers in
the Field to Access Company Data
KEYNOTE SESSIONS • Facilitating workers to get job information online
Change Management and Workforce development
• Automating previously paper-based processes
9.00 KEYNOTE PRESENTATION: Measuring Success – Efficiency, Productivity • Increasing the accuracy of the data received from the field
and Customer Retention • Reducing the need for duplication into a mobile management system
• Using performance metrics to establish the success of your field service • Facilitating communication with the depot via radio, gPRS and WiFi
• Measuring and benchmarking efficiency rates Jonathon Bonnici, System Implementation Manager, Tieman
• Understanding customer needs and assessing retention rates and loyalty Lunch and Networking Opportunity Break
base
• Building further on a dynamic and efficient field service capability- aligning ENABLING FIELD FORCES FOR IMPROVED
your strategy with technology innovation ASSET MAINTENANCE AND DATA QUALITY
Matthew Taylor, Chief Information officer, International Energy Services
1.30 Early Adopter Presentation: Optimising Service Delivery for Maximum
9.30 KEYNOTE PRESENTATION: Showcasing Efficiency Gains from Enhanced Company and Customer Benefit
Service Management Initiatives • Exploring Hirotec’s journey of providing service teams with state-of-the-art
• Translating effective strategies into real business efficiency gains equipment
• optimising your customer service for sustainable business and SlA • developing the availability and capability of the field service teams and
compliance impact on wider business
• Ensuring your mobility and service transformation projects maintains • Advantages of an enhanced field force capability and where next for
momentum Hirotec’s service delivery
• Communicating the benefits within the organisation for future upgrade Walter Rafin, general Manager, Hirotec
potential
2.00 PRESENTATION: Using Mobile Technology to Drive Field Service
Doug Wilson, Chief Information officer, The New Zealand Automobile Excellence and Maintain Complex Parts
Association
• Eliminating inefficient paper-based systems through implementing a mobile
work management system
TECHNOLOGY SOLUTIONS AND INNOVATION SHOWCASE
• Providing two-way data flow between the company’s information system and
demonstrations of the hottest technologies and solutions in field mobility, coupled field technicians
with advice on how you can best leverage them in your own organisation. during • delivering instant access and monitoring of asset information
this session you will have access to the very latest in force automation, service • Meeting audit requirements and producing better, more accurate data
management software provided by Australia’s leading technology solutions experts Mick Cooper, Service Manager, Toyota Material Handling
accompanied by their clients who have already realised the business value.
Coffee and Networking Opportunity Break
Coffee and Networking Opportunity Break 3.00 PRESENTATION: Achieving Real-time Visibility of Sales and Daily Delivery
11.00 PRESENTATION: Successfully Implementing a Mobility Solution Activities – the Why and How!
• Identifying and selecting technology according to functionality requirements • Exploring new functionality at Fonterra
• Tackling integration issues with the existing enterprise IT architecture • outlining the challenges and strategies involved in technology deployment
• Channelling the power of central systems to workers in the field • delivering benefits direct to the workforce and organisation
• Complying with regulatory requirements Andrew Faid, Information Systems Manager FBnZ, Fonterra ANZ
• Future proofing devices, software and applications to ensure flexibility and 3.30 PRESENTATION: Time Counts- Using Lean Processes to Enhance Your
cost reduction Service Delivery
Superintendent Lance Martin APM, Program Manager, Communications • delivering a consistent quality of work to customers
Infrastructure / IT Program delivery, Western Australia Police • Implementing procedures such as value-stream mapping to optimising
11.30 PRESENTATION: Sales Force Optimisation response timeframes
• getting a return on your investment in mobile solutions within three months • Minimising waste
• Saves 56 labour hours every day through mobility technology
4.00 CLOSEOUT Interactive Discussion: Concerns, Insights and Unanswered
• Enabling your sales force to operate effectively in the field
Questions from the Summit
Geoff Reid, group Computer Services Manager, Bunzl Australasia
An open discussion distilling some of the key messages from the 2011
summit. This session provides a unique opportunity for delegates to share
their insights, raise unanswered questions and provide their own perspective.
End of Conference
FSM 2010 has been specifically FSM 2011 is the perfect platform for you to refresh your organisations
thinking on field service productivity, customer service management
designed for: and advancement through technology.
This summit brings together professionals across a wide range sectors
Field Service Managers, and from traditional field service companies to new organisations looking
National Service Managers, to capitalise on enhanced workforce mobility.
Operations Managers, With increased pressure to boost worker productivity, reduce paper
and improve customer experience it has become essential business
Network Managers, critical to manage work in the field in a proactive and efficient way. FSM
2011 will give you a tool box and range of perspectives to address these
Managers of Information Systems, issues within your own organisation.
Infrastructure Managers If you are currently looking at how to streamline your operations, realise
cost savings, and deliver world-class services in the field then FSM
From the following core industries: 2011 is the event for you. Building on our experience in the Australasian
market, and from our research bases in the US and Europe we bring you
Utilities the foremost learning and benchmarking opportunity.
Telcos By attending FSM 2011, you will discover strategies being developed to
optimise productivity, efficiency and customer service that will enable you
Break / Fix to find benefit for your organisation
Emergency Services Whatever your stage of implementation, there are huge
improvements in customer service, efficiency and productivity still to
Facilities Management be made. Through this forum you can gain insight into how others
FMCG are advancing field service processes and benchmark your existing
processes, technology adoption and level of customer service. With the
Engineering and Construction dedicated maturity streams you can join in the discussions that directly
relate to your own business needs.
BOOK NOW! T
+61 2 9229 1000 F
+61 2 9223 2622 E
registration@iqpc.com.au W
www.FSMaustralia.com.au
5. WORKSHOP A Customer Service Quality &
Effectively Managing Change Responsiveness FOCuS DAy
in your Organisation Delivering for your Customers
Wednesday 23rd March 2011 • 6.00pm – 8.00pm Tuesday 22nd March 2011 • 9.30am – 5.30pm
Rationale: Welcome Remarks from the Chair
Selecting and rolling out a field services solution is only half the battle. one of PRESENTATION: Understanding Customer Needs and Proactively
the primary focuses of successful implementation is placed on ensuring that Improving the Customer Experience
the users of the new system are on board from the outset... thus getting them
• Strategies to ensure customers are kept updated on the progress of jobs
excited about using the new tools that will be available to them.
to maximise customer satisfaction
Take-Away Strategies: • Keeping your field service ahead of what your customer base demands
• Pushing the virtues of the new system and ensuring concerns are allayed in order to minimise churn
• Making sure workers are using the field service system from the very outset • Best-practice strategies for ensuring the most positive customer
• Training staff and communicating internally experience
• Reshaping business processes to match the new processes • Strategies to ensure SlAs are met
• Implementing upgrades to field service systems
Superintendent lance Martin APM, Program Manager, Communications PRESENTATION: Engaging and Motivating your Staff to Ensure
Infrastructure / IT Program delivery, Western Australia Police Successful Service Delivery
• Instilling a vision of the technicians role in customer service delivery
• Training your staff to be more responsive to customer needs
• developing a first-class mobile workforce through training and
WORKSHOP B engagement
• Embedding productivity KPIs and continually measuring performance
Coffee and Networking Opportunity Break
Vision to reality - strategies to PRESENTATION: Managing Change and Technology Integration in
Healthcare Selecting and rolling out a field services solution is only
successfully implement your half the battle
one of the primary focuses of successful implementation is placed on
optimise field service project
ensuring that the users of the new system are on board from the outset
and the need to get them excited about using the new tools that will be
available to them.
Tuesday 22nd March 2011 • 5.30pm – 7.30pm • Strategy towards achieving full workforce mobility
• Reshaping business processes to support technology solution
(A light supper will be included) • Investment in people - change management and training
• greatest challenges and benefits
Rationale: gavin Hudson, Business Services Manager, KinCare
Rationale: organisations are inherently complex and lack consistency in delivery
of field service that no technical solution will provide a quick fix. don’t despair; KNOWLEDGE SHARING FOCUS: Driving Excellence in Customer
this workshop will explore strategies that will help you plan your rollout to ensure Service Delivery- Hints & Tips
your solution ticks all the right boxes. This session will provide delegates with the opportunity to share tools and
techniques for customer service optimisation.
Take-Away Strategies: With a focused group of attendees looking specifically at this aspect you
• developing a roadmap that starts with complete visibility of the end to end can contribute to the knowledge sharing and discussions on about the
process - everyone from the front line to central office needs to know “WHy” & matters currently affecting your customer service delivery.
“HoW” their actions impact the decisions other make. Lunch and Networking Opportunity Break
• Ensuring that you have clear objectives and the full business requirements to
build the appropriate solution PRESENTATION: Session Outline to be Confirmed
• getting quick results to help build momentum and senior management buy-in david Anderson, Manager- Customer operations, State Water
to change Corporation
• Managing baseline performance to set future goals, including optimisation of INTERACTIVE SESSION / KNOWLEDGE SHARING FOCUS: Driving
your solution through better forecast and planning. Excellence in Customer Service Delivery- Hints & Tips
This session will provide delegates with the opportunity to share tools and
Allan MacMaster, Project Manager, Transformation Team, Scottish Water, UK techniques for customer service optimisation.
With a focused group of attendees looking specifically at this aspect you
can contribute to the knowledge sharing and discussions on about the
matters currently affecting your customer service delivery.
The 3rd Annual Australasian
Chaired by: david Anderson, Manager- Customer operations, STATE
Field Service and Workforce Mobility Conference WATER CORPORATION
PRESENTATION: Utilising Technology to Deliver on your SLAs
• leveraging information to improve the way customers are served
• Strategies to deliver high-calibre service whilst maintaining profitability
• Maximising customer satisfaction by encouraging effective use of
customer data in the field
Field Service Management darryl Steven, group Manager Energy Transformation, Energex Australia
FACILITATED BENCHMARKING: Focus for the Future – Outcomes
2 0 11 from the Day
• Integrating the customer’s function with your service function
• Focusing on the entire customer lifecycle whilst focusing your workforce
BOOK NOW! T
+61 2 9229 1000 F
+61 2 9223 2622 on organisational growth and revenue generation
• Providing improved availability for your customers whilst reducing cost
E
registration@iqpc.com.au • Understanding the importance of availability and the need for
affordability
W
www.FSMaustralia.com.au • Examining the industry shift from selling labour to selling availability
World Class Content and Perspective:
IQPC understands the value of to the point, relevant and
structured content. Not only are you able to take advantage of
the wealth of perspective at the event but we also ensure that you have
access to some of the industries most respected figures. The FSM portal
(www.fsmaustralia.com.au) offers you insightful interviews and case
studies from around the globe.
6. About our Sponsors
Associate Partners:
Retriever Communications is a leading field force automation company that
has received substantial international industry recognition. Pioneering the
technology since 1996, Retriever continues to be the leader in wireless field
technology to improve field worker productivity. Our capability, scalability and
reliability combined with high quality service standards have allowed us to gain
outstanding customer satisfaction ratings. Trust our technology to manage your
field workers.
GE serves the energy sector by developing and deploying technology that
helps make efficient use of natural resources. With nearly 85,000 global
employees and 2009 revenues of $40 billion, GE Energy
www.ge.com/energy is one of the world’s leading suppliers of power
generation and energy delivery technologies. The businesses that comprise
GE Energy-GE Power & Water, GE Energy Services and GE
Oil & Gas-work together to provide integrated product and service solutions
in all areas of the energy industry including coal, oil, natural gas and nuclear
energy; renewable resources such as water, wind,
solar and biogas; and other alternative fuels.
Event Partner:
ClickSoftware is the leading provider of automated workforce management
and optimisation solutions for every size of service business. Our portfolio of
solutions, available on demand and on premises, create business value through
higher levels of productivity, customer satisfaction and operational efficiency.
Our patented concept of ‘continuous planning and scheduling’ incorporates
customer demand forecasting, long and short term capacity planning, shift
planning, real-time scheduling, mobility and location-based services.
Featured Partners:
Datalogic Mobile, a part of the Datalogic Group, is a global player in the rugged
mobile computing industry, offering a full range of products dedicated to 3 core
verticals - warehousing solutions, field-force automation and retail in-store.
The Datalogic Mobile range includes pocket sized devices, industrial PDA’s,
pistol grip terminals and vehicle mounted terminals which we underpin with a
complete choice of middleware software solutions. We guarantee our partners
and end users the highest level of compatibility with open industry standards.
Panasonic Toughbook – No ordinary notebook. Panasonic Toughbooks are
built to withstand the harsh conditions of outdoor working environments. Used
extensively worldwide, Toughbooks are designed to protect components that
are most frequently damaged, resulting in maximum uptime and productivity
at a lower total cost of ownership. Built to deliver the ultimate combination of
mobility and durability, Toughbooks keep field staff connected and productive,
reducing downtime and significantly lowering IT servicing and repair costs.
With a Toughbook you can be confident that your equipment will withstand the
toughest treatment. For more information visit www.toughbook.com.au or phone
(02) 9986 7400.
7. Exhibitors
RAM Mounts – Distributed by Southern Insight
RAM is the revolutionary universal ball and
socket mounting system that allows you to
mount practically anything anywhere. Unwilling
to compromise durability and versatility, many RAM products are available to
support devices from less than a kilo to 84 kilos. Our mounting bases and
complete kits are manufactured to perform above expectations and remain cost
effective. For over a decade RAM Mounting Systems has provided products
that remain top of the line. For your next mounting application, choose wisely.
Choose RAM.
Sky Technologies is a mobile applications company that
enables its customers to mobilize any business process
on any mobile device using a single technology platform;
Our Business Solution Suite of “code free” applications
can be seamlessly integrated to any back end business system or database.
Sky Technologies is a market leader in enterprise mobility.
Epicor Software is a global leader delivering business
software solutions to the manufacturing, distribution,
retail, hospitality and services industries. With 20,000 customers in over 150 countries,
Epicor provides integrated enterprise resource planning (ERP), customer relationship
management (CRM), supply chain management (SCM) and enterprise retail software
solutions that enable companies to drive increased efficiency and improve profitability.
Founded in 1984, Epicor takes pride in more than 25 years of technology innovation.
Intermec Inc. (NYSE:IN) develops and integrates
products, services and technologies that identify, track
and manage supply chain assets and information.
Core technologies include RFID, mobile computing and data collection systems, bar
code printers and label media. The company’s products and services are used by
Fortune 1000 companies around the world. The owner of numerous RFID patents and
a leading provider of 2D bar code scanning and printing, for over 40 years Intermec
product solutions have been a significant influence in shaping the landscape of the
AIDC industry. That’s why 70% of the Fortune 1000 have put their trust in Intermec.
Intermec not only delivers best-in-class data capture and mobile computing solutions,
the company provides the expertise and connections to implement new systems and
provide quality support long after. Visit www.intermec.com.au
SOTI Inc. develops industry-leading technology that solves
the unique challenges of Managing, Supporting, Securing
and Tracking remote mobile and desktop computing
We Manage Mobility devices. Organizations across all market verticals rely on
SOTI products to achieve their ROI targets by increasing
productivity, minimizing downtime and reducing labour costs. Today, over 80,000
customers and 300 local support partners in over 120 countries employ SOTI’s
technology to manage hundreds of thousands of mission-critical mobile devices.
www.soti.net
Yambay is a leading provider of scheduling and mobility
solutions for field service management. We specialise in
providing strategic solutions which meet the enterprise
customer’s high standards of performance and reliability and cover the full range of
current and future business requirements.
Yambay’s product software is used in enterprise deployments in Australia, USA, UK,
New Zealand and South Africa covering a range of business processes including asset
management, inspections and emergency fault work. Systems supported include
those from GE, IBM, SAP, Mincom and most GIS vendors.
Motion Computing is a leading provider of integrated
mobile computing solutions, combining world-class
products with services customised for the unique needs
of target vertical markets. The company’s enhanced line of
rugged tablet PCs, mobile point of service solutions and accessories are designed to
increase mobile productivity while providing portability, security, power and versatility.
Motion Mobility Solutions offers a complete portfolio of products, services and support
that helps ensure a successful mobile deployment for increased productivity, reducing
project risk while delivering a more rapid return on investment.
www.motioncomputing.com.au
AirData – Premier Partner Motorola EMb, is a specialist
provider of enterprise-class mobility solutions. AirData
has over 30 years experience in mobility, providing true
end to end solutions to a wide variety of industry verticals
including, Field Sales/Service, Retail, Transport & Logistics,
Government, Healthcare and Warehouse & Distribution. With representation in Sydney,
Melbourne and Brisbane, AirData provides consultation, design and implementation
of effective solution models that will mobilise your business. For more information call
1300 655 746.
e-merge Data Solutions is a dynamic mobility and field data
solutions company that hosts an arsenal of wireless information
solutions to suit any organisations field requirements. Its vision
is to simplify the mobility space by offering easy to implement,
flexible solutions that require little technology capability from its
partners. With solutions implemented from 10 to than >200 people teams, e-merge’s
flexible systems rapidly adapt to fit its customers business processes. This philosophy
gives its customers the competitive edge, when needing to be adaptive to changing
business requirements.
AirData is demonstrably a leader in assisting organisations ‘mobilise
the enterprise’ with several key awards and much industry
recognition for delivering innovative turnkey and bespoke solutions and significant
ROI’s. AirData has over 30 years’ experience in mobility, providing true end to end
solutions to Field Sales/Service, Retail, Transport & Logistics, Government, Healthcare
and Warehouse & Distribution industries and segments. AirData leverages leading
industry partners and our in-house development capabilities. For more information call
1300 655 746 | Email: contactus@nec.com.au | Phone: 131 632 | www.nec.com.au