3rd Field Workforce Optimization Summit

Increasing Service Levels and Value in anEconomically Restrained Environment

Attend Field Workforce Optimization 2009 and explore strategies to:

December 8-10, 2009 • Caesar’s Palace,Las Vegas, NV

✔ Developing a portfolio that maximizesservice revenue: articulating value toyour customers

✔ Integrating with your third partie’splatforms and processes to ensure servicedelivery in an outsourced environment

✔ Integrating product data and withmultiple field systems to enabletechnician productivity

✔ Setting the investment criteria forimmediate and long-term ROI frommobile solution investments

New For 2009 Workforce Optimization Idea Xchange, December 9:

www.fieldworkforceevent.com

Discuss best practices to optimize your workforce and gain new perspective on criticalissues at the inaugural Workforce Optimization Idea Xchange. These focused groupeddiscussions allow you to target your specific day-to-day challenges.

Sponsor: Media Partners:

Register byOctober 16, 2009and attend the

conferenceonly for$1,199!

BenchmarkAgainst OurIndustry ExpertsChuck CohenVice President Field ServiceHill-Rom

Marlene BessetteVice President Strategy andCustomer LoyaltyXerox

Dick FrishkornManaging Director GlobalCustomer Field SupportGroupGE Aviation

Richard SpringerVice President CustomerServiceTomotherapya

Curt HillVice President TechnicalSupportCisco

Dennis PappasDirector InternationalCustomer SupportHologic

Nick PayneDirector of TrainingSiemens

Patrick WelchDirector of US Service SalesKodak

Gregory BondDirector ServiceKCI USA

Amos SchnellerDirector Customer SupportMinntech

Mary KleinDirector Field ServiceTechnologyAvaya

Paul DavyManager of Field ServiceMDS AT

Bob TicknorVice President BusinessDevelopmentQualtech Systems, Inc

Ed CarlsenManager DistributionManagement SystemsGeorgia Power


December 8-10, 2009 • Caesar’s Palace, Las Vegas, NV

About ServiceManagement IQ:

A division of International Quality andProductivity Center (IQPC), the ServiceManagement IQ focuses on all aspectsof service delivery for cross-industryservice and support executives. Byconcentrating research and topicdevelopment into targeted programssuch as Service Parts Management,Warranty Management, KnowledgeManagement, Remote Service andDevice Monitoring and much more wecan ensure our attendees are receivingthe most up-to-date topic andtechnology discussions than anywhereelse. Our unique programs are tailoredto the specific needs of the serviceindustry allowing for optimizedtakeaways and strategies that can beleveraged at your organization. Formore information on the ServiceManagement division at IQPC contactJonathan Massoud at 212-885-2787,or email [email protected]

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Dear Colleague,

In the current economic turmoil, businesses have little choice but to focuson their existing workforce. Considering the decline in headcount fortechnicians and engineers service organizations must optimize theirresources and capabilities to drive low-cost solutions and maintain highlevels of customer satisfaction when it’s most needed.

Developed from in-depth cross-industry research with 32 senior-levelexecutives, the agenda features both the strategic and tactical strategiesto leverage existing technology and enhance field productivity.

The Field Workforce Optimization Summit is the only North Americancross-industry workforce management and mobility event for serviceexecutives. This is your opportunity to network with the industriesthought leaders in workforce management, technology integration andproject management to tackle your most difficult challenges in training,field force automation, third-party outsourcing and web-based tools inhighly complex environments. Prepare for 2010 and beyond by attendingField Workforce Optimization 2009 in Las Vegas!

I look forward to seeing you Las Vegas!

Sincerely,

Jonathan MassoudDirector Service Management IQ

Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com

P.S: Don’t miss our dynamic

Pre-Summit Workshops!

See page 3 for details!

Who Should Attend:Vice Presidents and Directors of:• Field Service • Technical Support• Customer Service • Customer Satisfaction • Quality • Reliability Engineering • Support/Call Center • Product Marketing

Sponsorship and exhibits are excellentopportunities for your company toshowcase its products and services tohigh-level, targeted decision makersattending the Field WorkforceOptimization Summit. IQPC helpscompanies like yours achieve sales,marketing and branding objectives bysetting aside a limited number ofevent sponsorships and exhibit spaces– all of which are custom tailored tohelp your company create a platformto maximize its exposure at the event.To learn more about these and othermarketing opportunities please emailat [email protected].

Sponsorship andExhibitionOpportunities

Workforce ManagementPerformance Workshops

8:45 – 11:45am

Crossing the Chasm: Taking the Leap from Manufacturer to Valued Service Providerby Owning the Customer User Experience

December 8, 2009

As products commoditize into lower-cost production areas, manufacturerstoday need new offerings to retain their customer base. Firms are turning tothe service aftermarket for both growth and profitability while bettersupporting customers with a more positive user experience.

In the workshop you’ll learn:• How you can put the right tools and applications in place to make the

transition• How to become customer focused with greater emphasis on the 'user-

experience's• How to lock-in customers for the longer-term with the best contract value• How to shift from 'product vendor' to 'trusted advisor'

How you’ll benefit:• Effectively integrate multiple systems to interface onto one platform • Increase customer satisfaction and your bottom line through greater

service delivery and user experience • Capture recurring revenue opportunities from improved branding and

improved customer loyalty

Be sure to attend this workshop to discuss the tools, technology, and culturalmarket shift in order to meet the needs of tomorrow's user-focused markets.

Workshop Leader:Stephen SladeSenior Director Applications MarketingOracle

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A

12:00 – 3:00pm *Lunch will be served

Empowering Your Field Personnel Through Workforce Automation

Successful companies in today’s service world understand that to stay aheadof the competition their mobile workers require tools more powerful thancurrent paper and telephony based systems. Today’s leading organizationsunderstand that front-line workers rely on real-time information gathering andretrieval systems for daily success. In this workshop Greg breaks down a highlevel outline of the evolution of technology and the barriers of leveragingthese technologies for a competitive advantage in your industry.

In this workshop you’ll learn:• How to explore the use of standard tools and communication frameworks• Introduction of how to utilize concept of atom based processing devices• Analyzing three different levels of scorecards to streamline business process

• How to better understand key measurements and how they impact thevalue of your business (group exercise)

How you’ll benefit:• Develop readily available access of corporate information and data

collection applications to boost remote worker productivity • Increase sales, and improve delivery tracking in real time• Shift from a reactive to a proactive service organization

Workshop Leader:Greg LushVP & Chief Information OfficerThe Linc Group

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3:15 – 6:15pm

Enabling Service Agent Productivity: The Complete Service Interaction Process FromEnd to End

With a drastically changing workforce retiring or leaving how are you going tocontinue to provide service excellence in light of skill and resource depletion?Today’s economy has driven companies to cut onsite support and field laborfrom traditional services and in mid 2009 shutdown weeks were not scarceamongst leading organizations. Now is the time to strive for industry bestpractices that drive service agent productivity, there’s no more vital time to getthis under control. In this workshop Bob shares strategies for you to take backto the office and begin your service transformation right away and how thiswill drive other IQPC events beginning in February

In the workshop you’ll learn:• How to extract valuable machine data that once released can provide a path

to service excellence • How remote connectivity can maintain and plan for a distributed workforce

to transform their job description

• How to develop more emphasis on extracting usable life out of productsthat near the end of their lifecycle

How you’ll benefit:• Impact key customer metrics for quality of service, downtime avoidance

and increased instrument uptime • Optimize workflows and dispatching while decreasing field technician

deployments • Broadening the knowledge and support of your specialized technicians

on multiple product lines

Workshop Leader:Bob TicknorVice President Business DevelopmentQualtech Systems Inc.

C


December 9, 2009

7:00 Registration & Coffee

8:00 Welcome RemarksJonathan MassoudDirector Service Management IQIQPC

8:05 Chairperson’s Opening Remarks Bob TicknorVice President Business DevelopmentQualtech Systems Inc

8:15 Leveraging “Force Multipliers” To SupportCustomers in an Economically RestrainedEnvironmentDick FrishkornManaging Director Global Customer Field Support GroupGE Aviation

Getting the most productivity out of your workforce with existingtools and technology is a challenge for us all. Exacerbated bydiminishing resources and financial restraints 2009 has put leadingservice organization to test. In this session GE Aviation’s DickFrishkorn shares how they’ve not only managed but have achievedsuccess in today’s economy. Highlights include:• Maximizing digital and manpower response tools • Identifying strategies to segment your customer base and engage

them accordingly • Increasing your service levels and value with a fragmented

customer base

9:00 Creating Interfaces Between Mobile And Back-Office Applications Curt HillVice President Technical SupportCisco

• Exploring benefits of grass-roots solutions vs. major softwareprograms

• Effectively capturing field and operational data and ensuringeffective communication channels coming and going

• Streamlining the data feed from the field to back office operations • Proving efficiencies in usability and field performance

9:45 Morning Networking Break

10:15 Panel Session: Segmenting Your Market Place toOptimize Your Selling and Contract RenewalOpportunitiesDennis PappasDirector International Customer SupportHologic

Paul DavyManager Field ServiceMDS AT

This year organizations have been multiplying and fragmentingtheir customer environments via targeting buyers or groups ofbuyers to increase revenue. As a service executive you need toensure you’re targeting the most valuable customers by offeringhighly focused and integrated services. This requires your

organization to define and manage segments in a way that helps itto clearly differentiate your unique selling proposition and thevalue you can offer specific groups of customers and your ability toengage them. Be sure to join us and see what your peers havedone to increase market place reputation and drive improvedfinancial performance to the bottom line

11:00 Workforce Optimization Idea Xchange: DoubleSessionYou’ve spent the morning listening to case studies and approachesto better leverage the latest technologies and strategies into yourbusiness processes. This is your time to take part in discussion youcan’t get anywhere else. Meet and learn from your peers whilegaining new perspectives on these critical issues. This is youropportunity to roll up your sleeves, get the answers and learn thebest practices you came to Field Workforce Optimization for, aswell as contribute to your colleague’s experience.

This is an opportunity to network with the industries thoughtleaders in workforce management, technology integration andproject management to tackle your most difficult challenges intraining, field force automation, third-party outsourcing and web-based tools in highly complex environments.

12:30 Lunch

1:30 Enabling Technician Productivity: IntegratingMachine Data with Multiple Field Service Systems Richard SpringerVice President Customer ServiceTomotherapy

• Exploring how remote connectivity can maintain and plan for adistributed workforce to transform their job description

• Developing more emphasis on extracting usable life out ofproducts that are near the end of their lifecycle

• Impacting key customer metrics for quality of service anddowntime avoidance

2:15 Identifying the Right Mobile Solutions for YourOrganization: Outlining Gaps in Your CurrentWorkforce Management ProcessesDennis PappasDirector International Customer SupportHologic

With recent figures suggesting mobile Field Service Applicationadoption has reached early majority, service leaders such as Hologicthat have benefited from an early start in their mobile strategy areleveraging their investments in mobile computing to transformtheir processes and widen their competitive advantage.

In this session, Dennis provides attendees with an unprecedentedlook at how they have taken advantage of their early start in themobile field service journey and continued to adapt the mobileapplication in light of new businesses, processes and products.Pappas highlights key learnings from the first phase of Hologic'smobile field service deployment that began in 2003 and outlinesthe major technology and business process innovationsimplemented throughout their six year journey.

3:00 Afternoon Networking Break

Main Conference Day 1

4 Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com

December 10, 2009

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3:30 Panel Session: Effectively Partnering With ThirdParty Service Organizations

Curt HillVice President Technical SupportCisco

Richard SpringerVice President Customer ServiceTomotherapy

• Committing greater resources to emerging markets to avoidweak links in support

• Utilizing IP Video and other rapidly deployed technologies for thenew markets

• Bridging your third-parties gap of skills and knowledge • Absorbing your partners information and processes into your

operations and vice versa

4:15 Day One Closing Keynote: Developing aWorkforce Optimization Model And EffectivelyCombining Automated Directed Dispatch

Marlene BessetteVice President Strategy and Customer LoyaltyXerox

Has the economy worsened your human capital issues? Has it beenexacerbated by an aging workforce and changing skillrequirements? Leading support organizations are discovering howto apply predictive staffing models which are ‘tried and true’ incentralized support organizations to dispersed, mobile workforcesin order to optimize near-term staffing, anticipate the result offuture strategies, test various scenarios and select the best possiblecourse of action. In this session Marlene shares how you canexplore and understand complex relationships among resources,systems and processes to optimize the utilization of yourworkforce. Highlights include:• Identifying and managing risks when driving major change

through a large and tenured workforce • Forecast optimum staffing requirements, seasonally, yearly,

monthly, weekly, daily • Combining workforce planning with automated directed

dispatch to deliver optimal results for your customers • Develop analyses to project optimal level of direct workforce

while identifying needs, level, and value of supplemental flexiblestaff

5:00 Conclusion of Main Conference Day One

Main Conference Day 2

7:45 Registration & Coffee

8:15 Chairperson’s Opening Remarks

8:30 Developing a Holistic Approach to MaintainingYour Customer Base

James Patrick WelchDirector of US Service SalesKodak

• Strategically mapping your approach to articulate value to yourcustomers

• Structuring your existing customer data to uncover what yourcustomers really need

• Segmenting your market place to optimize your selling andcontract renewal opportunities

• Exploring the value you want to put into your program andtraining your people to close the deals

9:15 Investing In a New Workforce SchedulingSystem

Leticia Leinard-WeidenhamerDirector Field ServiceCox Communications

• Identifying the right solution provider to match yourorganizations needs

• Deciding which tool requires the least amount of configurationand customization

• Evaluating the impact of operational complexity • Overcoming challenges in reducing and tightening up your

technicians routes• Ensuring you’re developing the appropriate tools and processes

for field support and routing • Improving forecasting accuracy and developing alternative

scheduling to optimize resolution time

10:00 Morning Networking Break

10:30 Panel Session: Leveraging Mobile WorkforceSolutions to Reduce Operating Costs andIncrease Efficiencies

Mary KleinDirector Field Service TechnologyAvaya

Amos SchnellerDirector Customer SupportMinntech

• Creating a seamless end user experience by integrating multiplesolutions onto one platform

• Evaluating the benefits of creating one platform for all of yourmobile solutions to communicate

• Identify which operations (i.e. field engineering, customerinformation systems, outage management, work managementsystems) to implement the software • Determining which skill sets are required vs. what skills sets the

end users have • Deciding to go with an on or off-the-shelf product• Assessing the need to use a third-party transforming tool

or not • Implementing a cost benefit analysis model to predict expected

long-term ROI• Continuously monitoring operational performance of each

support function


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11:15 Integration of Mobile Workforce Technology toLeverage Operational Efficiencies and ContinuousImprovement Activities

Chuck CohenVice President Field ServiceHill-Rom

Are your key metrics out of line with your competition and peergroups? In the world of support operations, leveraging assets is thename of the game in ensuring that your organization will remaincompetitive. Continuous improvement of processes, leveragingassets and human capital are essential to effective field serviceorganizations. Business managers and organizations need toleverage technology solutions as enabling platforms for continuousimprovement activities. Mobile technology is redefining the industryfor best in class companies who have an objective for long termcompetitive differentiation. In this session Chuck highlights Hill-Rom’s processes in:

• Developing a mobile workforce technology platform• Achieving key success elements

– Real-time workflow management– Inventory accuracy (GAP principles) – Return on invested capital (ROIC), days sales outstanding

(DSO), credits as a percentage of revenue reduction• Leveraging key metrics

– Is your mobile workforce technology useful and effective– Does it drive improvements in business metrics

• Margin expansion• Customer satisfaction/quality• Exploring Next steps

– GPS technology– RFID Technology– Dispatching/scheduling capability

12:00 Lunch

1:00 Exploring Strategies to Avoid Technician RolloutWhile Cutting Costs & Utilizing GPS Tracking ToEnsure Technician Productivity

Mary KleinDirector Field Service TechnologyAvaya

• Broadening the knowledge and support of your specializedtechnicians on multiple product lines

• Exploring best practices to deal with consumer angst • Evaluating strategies that best meet affordability • Providing technician training on your knowledge management

system• Effectively relating your open service events through GPS tracking • Distributing workload information and regionalizing work orders

by technician availability • Optimizing the data relation between reporting back office from

previous service events for parts needed

1:45 Optimizing Web Based Training for YourWorkforce and Your CustomersNick PayneDirector of TrainingSiemens

• Identifying new tools and methods to translate into a trainingcurriculum that is engaging to your workforce

• Providing self-service training for customers to alleviate call volumeand technician deployment

• Effectively tracking and reporting learner progress in the webenvironment

• Exploring methods to ramp-up new hires • Educating and delivering a consistent message to your sales force,

field support and customers

2:30 Afternoon Networking Break

3:00 Southern Company Case Study:Integrating Field Tools and Multiple Applications toIncrease Workforce Productivity Ed CarlsenManager Distribution Management SystemsGeorgia Power

Southern Company has recently completed a deployment of theVentyx Service Suite software to over 1800 field users. Thisdeployment encompasses numerous types of users and work includingmeter-related activities, outage first responders, maintenance crews,engineers, forestry, and claims. Along with their deployment they’vealso added a reporting tool to optimize monitoring and productivitymeasurement. The integration of the various systems (mobile workmanagement, customer information system, outage managementsystem, AMI Automated Metering Infrastructure, etc.) has be animportant part of this enterprise deployment. In this session Edhighlights their lessons learned in:

• Leveraging technology to track and manage workforce workloadand performance

• Effectively on-boarding technicians with technology through trainingand on-going daily support

• Integrating AMI with an outage management system – factoring scheduled work from your workforce management

system to avoid reporting errors and outages due to scheduledmeter work

• Improving forecasting and analysis through automation

3:45 Ask The Experts Panel SessionHosted byBob TicknorVice President Business DevelopmentQualtech Systems, Inc

After two full days of information being shared our industry expertswill take the time to answer your questions personally. Didn’t get achance to meet a particular presenter, missed an important part of thesession or do you need an additional explanation or perspective onany particular issue or challenge? This is your opportunity to expandon 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 tocapture, generate, and retrieve data at all points of workand service. We educate IT decision makers about wirelessand mobility technologies that drive business performance

– and revenue – by eliminating boundaries of time, distance, and scale.Integrated Solutions covers the wireless infrastructure and enablinghardware and applications that allow end users to benefit from truemobility. Website: http://www.isminfo.com/

The National Association of Service Managersis the oldest, professional nonprofit association ofproduct service executives in the United States.Founded when service techniques were just

beginning to be highly recognized as a sales and marketing tool.NASM is an organization dedicated to provide professional leadershipand education to the service executive, while developing theirmanagerial expertise in the business and organizations that theyrepresent. Website: www.nasm.com

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Registration Information

About Our Sponsor

About the Venue

Qualtech Systems, Inc (QSI) offers field serviceintelligence solutions to OEMs and end users inthe commercial and defense space. QSIcustomers have consistently achieved highercustomer satisfaction and improved profitabilityby optimizing field service operational metricssuch as, asset uptime, lead time to act, meantime to repair, first time fix rate, spares

consumption rate and work force productivity. QSI’s TEAMS ®software solutions enable optimization of product design for effectivefield service, provide timely and actionable service intelligence in thefield through real time and ondemand monitoring and diagnosticsand guide every technician to perform like an expert. Some QSI’scustomers include Boeing, FEI, GE, Honeywell, NASA, Orbotech, Pratt& Whitney, Sikorsky, Thales and DoD. Website: www.teamqsi.com

Please note multiple discounts cannot be combined.A $99 processing charge will be assessed to all registrations notaccompanied by credit card payment at the time of registration.MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC* CT residents or people employed in the state of CT must add 6% salestax.TEAM DISCOUNTS: For information on team discounts, please contactIQPC Customer Service at 1-800-882-8684. Only one discount may beapplied per registrant. Special Discounts Available: A limited number of discounts are availablefor the non-profit sector, government organizations and academia. Formore information, please contact customer service at1-800-882-8684.

Details for making payment via EFT or wire transfer: JPMorgan ChasePenton Learning Systems LLC dba IQPC: 957-097239

ABA/Routing #: 021000021Reference: Please include the name of the attendee(s) and the eventnumber: 12609.003

Payment Policy: Payment is due in full at the time of registration andincludes lunches and refreshments. Your registration will not beconfirmed until payment is received and may be subject to cancellation.For IQPC’s Cancellation, Postponement and Substitution Policy,please visit www.iqpc.com/cancellation

Special Dietary Needs: If you have a dietary restriction, please contactCustomer Service at 1-800-882-8684 to discuss your specific needs.

©2008 IQPC. All Rights Reserved. The format, design, content andarrangement of this brochure constitute a trademark of IQPC.Unauthorized reproduction will be actionable under the Lanham Act andcommon law principles.


Qualified Professionals Register by Register by Standard 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

Caesar’s Palace3570 Las Vegas Boulevard, Las Vegas, NV 89109866-227-5938 (toll free) • www.harrahs.com

From the moment you walk through the doorsof Caesars Palace, you know you've arrived atthe most prestigious resort in the world.Impeccable service. Luxury. All the little detailsthat make the difference between an ordinaryvisit and a spectacular experience are yours.

IQPC has a reduced sleeping room rate forField Workforce participants. The group rate maybe available 3 days prior and 3 days post eventdates, before November 13, 2009, and is subjectto availability.


12609.003/D/SC

International Quality & Productivity Center535 5th Avenue, 8th FloorNew York, NY 10017

YES! Pleaseregister me for

See Page 7 for pricing details.

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When registering, please provide the code above.

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Web: www.fieldworkforceevent.com

Call: 1-800-882-8684

Email: [email protected]

Fax: 1-646-378-6025

Mail: IQPC535 5th Avenue, 8th Floor, New York, NY 10017

Take the guess workout of it – Attend Field

Workforce Optimization2009 and explorestrategies to:

✔ Developing a portfoliothat maximizes servicerevenue: articulatingvalue to your customers

✔ Integrating with yourthird partie’s platformsand processes to ensureservice delivery in anoutsourced environment

✔ Integrating product dataand with multiple fieldsystems to enabletechnician productivity

✔ Setting the investmentcriteria for immediate andlong-term ROI frommobile solutioninvestments

Register byOctober 16, 2009and attend the

conferenceonly for$1,199!

December 8-10, 2009 • Caesar’s Palace,Las Vegas, NV

3rd Field Workforce Optimization Summit

Business

Transcript of 3rd Field Workforce Optimization Summit