field service forum 2014 agenda

2014 #fsf2014

YOUR ESSENTIAL EXECUTIVE TOOLKIT Amsterdam, The Netherlands, June 3rd - 4th 2014

PLUS

a

event

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IMPROVING THE

SERVICEMARGINS

Presents

Field Service Forum 20142

By: Thomas Igou

A note from the editor Recently, I conducted a survey on Field Service operations within manufacturing organizations, and close to 300 respondents gave their feedback to share some light on current and future opportunities to grow the service business.

Another interesting result that stood out was the set up of field centers: 77% of respon-dents have their field operations set up in several regional locations, whereas only 13% have their field technicians based in central locations. This of course stems from a move to make field service more cost competitive, and having technicians locally based reduces time and cost of travels. However, of those set up in regional locations, there is an almost even split between organizations whose own technicians cover the whole globe and those whose technicians cover only parts of the

globe (the rest is covered through partner-ships or M&A’s).

Key topics considered to run a successful field service business included knowledge management, workforce planning & sched-uling, and competence development. As technicians are the face of the company to the eyes of the customers, there is a great need to have a skilled workforce; however, expertise is running scarcer and scarcer, so the ability to capture knowledge and transfer it from experienced technicians to coming talent is critical. Lastly, having control and visibility of the whole workforce is key to improving response time and thus excelling at customer service.

What are your pressing issues for the year?

Continue the conversation with me on LinkedIn or Twitter.

One of the most interesting statistics from the market study concerned reactive/proactive approaches: 52% of respondents qualified their field service operations today as reactive, while 40% said proactive. A meager 8% marked themselves as predictive. This statistic goes to show the current immaturity of the manufacturing industry to excel at delivering customer service. The positive note, of course, is that there is great room for improvement.

Sincerely,

Thomas IgouThe Editor

“52% of manufacturers qualify their field operations as reactive

http://www.linkedin.com/in/thomasigou

https://twitter.com/tomigou

“

Field Service Forum 2014 3

Conference at a - GlanceTu

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16.30 Registration

16.55 Welcome Address

17.00 Firestarters Round 1: Coresystems, IFS, Cognizant & Antenna Software

17.30 Networking activities and One-on-One Meetings

18.00 Firestarters Round 2: TOA Tech, SAP & ClickSoftware

18.30 Networking activities and One-on-One Meetings

19.45 Networking Dinner Program

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Ju

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08.20 Morning Workshops

Workshop 1

Using Tools and Technology to direct, monitor, and measure performance

Workshop 2

Transforming Field Service Into a Profit Powerhouse

09.15 Conference Opens

09.20 Keynote: Evolutions in deployment of Field Service for a major aircraft manufacturer

10.00 Keynote: Optimizing service sales to boost profit and customer loyalty

10.30 Networking Break and One-on-One Meetings

11.00 Technology Focus Sessions

Optimizing workforce performance under changing

conditions

Delivering mobile workforce management at Fortum:

A case study

12.35 Networking Lunch

13.35 Executive Circles

13.35 Round 1

14.15 Round 2

14.55 Networking Break and One-on-One Meetings

15.30 Building and managing Global Service for bespoke Lifting Equipment

16.00 Overall Performance Management: Linking the service business to financial results

16.30 Case Study: Wärtsilä’s Professional Skills Management Systems

17.00 One for the Road

Measuring and managing a field operation effectively

The best maintenance has the right blend

Use your field engineers to grow Revenue and Relations

REPAIR/PREPARE to grow

SAP Cloud for Service - Deliver exceptional Customer Service

Changing the game in change management


Agenda 2014

n 08.20 Morning Workshop 1 - Using Tools and Technology to direct, monitor, and measure performance

In order to derive maximum profit contribution from your service business you have to plan, execute, and measure every service event.Who is going to work on a service call, when, and how did they do? This cycle never ends. Field service is managing to customer expectations and executing a plan. Each service event is a small plan to deliver on a customer commitment. We want deliver on that plan with the smallest cost and receive what we expect for anticipated revenue. The customer wants what was promised. At IFS we build packaged solutions for our customers to address this service cycle. Please join us, with one of our premier customers, Ericsson, to discuss what tools are available for scheduling, planning, delivering, and measuring your service performance. This includes the financial performance, personnel performance, and customer delivery operational performance.

n 08.20 Morning Workshop 2 - Transforming Field Service Into a Profit Powerhouse

Did you know that service revenue is the top priority for half of all field ser-vice executive according to The Service Council? Field service, more than ever, is now seen by CEOs as the next big driver of revenue and growth within the company, but how do companies make growing service profit-ability a reality? In this session, learn how your people, your processes and your technology are the key to turning your field service organisation into a profit powerhouse.

n 16.30 Registration

n 16.55 Welcome Address

n 17.00 Firestarters Round 1: Coresystems, IFS, Cognizant & Antenna Software

n 17.30 Networking activities and One-on-One Meetings

n 18.00 Firestarters Round 2: TOA Tech, SAP & ClickSoftware

n 18.30 Networking activities and One-on-One Meetings

n 19.45 Networking Dinner Program

Tuesday - June 3rd 2014

Wednesday - June 4th 2014

Discussion points:

• Learnhowtoleverageyourengineersinthefieldtodrivemorerevenue for your organization

•Understandthecultureandstrategiesrequiredtobecomeatrue revenue generator

•Seehowdetailedmetricsanddashboardscangiveyougreaterinsights into your field service workforce

•Hearrealcompanysuccessstories

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Dave Hart VP of Global Customer Transformation ServiceMax

Discussion points:

•Whatrolesdooptimizedschedulingplayindirectingfieldplanning and managing customer expectations?

•Howcanservicelevelsbemeasuredintermsofcostandrevenueto the business?

•Whatoperationssystemsneedtobeinplacetocontrolandmeasure financial performance?

•Howcanyouuseyourtechnologyplatformtomeasurefieldworker effectiveness?

•Howdoweprovidethisfeedbacktoworkersandmanagersona real-time basis?

•Canthesesystemsenableyoutomovetomanagementbyexception?

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Tom DeVroy Senior Advisor Field Service Management IFS

Christian Duer Region Head for Network Rollout and Field Services Northern Europe & Central Asia Ericsson AB


n 09.15 Conference Opens

n 09.20 Evolutions in deployment of Field Service for a major aircraft manufacturerSignificant changes in the customer environment and in the industry at large mean we have to continuously rethink our deployment strategy, above all we have to be ready to adapt. Airbus has been developing the “hub concept”, having different hubs around the globe with different people in strategic positions, and moving to fill their workforce with regional reps.

Paul-John Oliver Head of Field Service Worldwide Customer Services Airbus Customer Support

Discussion points:

•Howtocontinuouslyreviewyourdeploymentstrategies

• Importancetobeinnovativeinevolvingdeploymentstrategies

•Howtocontinuouslymeasuretheeffectiveandbereadytomovefast

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n 10.00 Optimizing service sales to boost profit and customer loyaltyWith increasing pressure on product sales, more companies value sales of aftermarket services higher. Not only to gain valuable revenue, but also to build customers confidence in suppliers reliability for future product sales – especially when competition from low cost countries removes the traditional arguments that used to support the product sales. In addition, there is a constant need to support service sales to more proactive sales without being dependent on back office customer service to produce quotes.Focusingonunderstandingcustomerneedsratherthanonsalesadministration create customer value and increase sales force productivity.

Anders Strömquist Manager Business Development ABB

Discussion points:

•Howtoimproveknowledgetransfertoenablequickerandmorecorrect quotesofaftermarketproducts

•Howtomakeservicesalesthehottesttopicinthesalesorganizationto boost both profits and customer loyalty

•Understandingcustomerneedstocreatevalueandincreasesalesforce productivity

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10.30 Networking Break and One-to-One Meetings

n 11.00 Optimizing workforce performance under changing conditions Automated scheduling systems can create a great workforce plan according to constraints and priorities that are pre-defined, but field service is innately unpredictable so what if conditions change? What if those constraints and priorities no longer apply to the same degree? How can we rapidly investigate and apply potential improvements?

• Anewcontractmaybewon-howmany more technicians will be needed and where should they be located?

• Atechniciangoesoffsickwiththe consequencethatnotalljobscanbe completed within their SLA targets. To what extent can the targets be relaxed in order to get all jobs done?

Pat Noble Service Management Centre of Excellence, Operations Manager Worldwide IFS

n 11.00 Delivering mobile workforce management at Fortum: A case studyIn this session, Fortum, a leading Nordic utilities company, will provide practical insights on how it has worked to deploy a winning mobile formula with Cognizant and Pega.

• Productionandqualitycontrol

• Salesanddistribution

• Postsales,inspectionsandwarranty

• FieldService,AssetManagementandother mobile workforce management solutions

n 11.00 Measuring and managing a field operation effectivelyFor anyone providing field service, visibility is key. Emerging technology now allows organizations to manage their work, mobile workers, fleet and assets in one place, giving the complete view businesses need to run an effective and efficient field operation.

• Utilisingmetricsandanalyticstomanage performance and deliver service excellence

• Managingbothreactiveandpreventative maintenance from one tool

• Expandingvisibilitybymanagingallyour mobile assets, people and vehicles in one place

Martin Brolin System Manager & Solution Architect Fortum

Aubrey Fox Solutions Expert, Scheduling and Field Service Trimble Field Service Management

Room 1 Room 2 Room 3

11.00 Technology Focus Sessions


n 13.35 EXECUTIVE CIRCLES

Resource Optimization & Performance Management

Christian Duer, Region Head for Network Rollout and Field Services Northern Europe & Central Asia, Ericsson AB

Knowledge Management

Jos De Boes, GM Customer Service Support, Toyota Motor

Field Service Offering: standardized and customized portfolio

Per Enochsson, Director Maintenance & Spare Parts, Tetra Pak

From Reactive to Proactive

Timo Hellgren, Vice President After Sales, Bentec

13.3

5 Ro

und

1:

12.35 Networking Lunch

n 12.00 SAP Cloud for Service - Deliver exceptional Customer ServiceSAP Cloud for Service is a complete Service Solution based in the Cloud which offers deep Field Service capabilities. With a native ERP integration, full featured mobile experience and social collaboration capabilities it is a solution which enables you to deliver exceptional customer service. Take the opportunity to get the latest in-sights and see the Service and Mobile Solution live!

• Advantagesandbenefitsofhavingacloud service management for a more mobile workforce

• ServicemanagementRoadmapandDemo

Thilo Kerner Director EMEA LoB Customer SAP

n 12.00 Changing the game in change managementClickSoftware will present how service companies can introduce gamification and other tools to sparkle cultural changes in their field operations. From adoption of new field technologies to conclusion of admin work, gamification and other tools can help motivate and reward your employees for their outstanding performance.

• Howcangamificationdrivesuperior customer service?

• Howcanitbeusedtosuccessfullysupport the change management process?

n 11.30 The best maintenance has the right blendWe have the gut feeling that preventive and predictive maintenance is preferred over corrective and reactive, but how do we know? And is it always better? At Scania, we have used the Life Cycle Profit (LCP) concept to answerthosequestions.

• Corrective,preventive,predictive-whatis the best blend?

• LCPSimulationTool-awaytoestimateTrue Downtime Cost

n 11.30 Use your field engineers to grow Revenue and RelationsEngineers see your customers probably more often than any of the sales staff and have a strong relation and are trusted by your customers. This session will inform you how to leverage on this to sell accessories and generate leads within your installed base. It shows how to implement this program, the benefits for the customer, what’s in it for the engineer and the company.

• Howandwhattosellviaengineers?

• Howtoimplementaprogramtodrivesales via engineers?

• What’sinitforthecustomerandwhich products to sell?

Rokus Harder Director Field Support and Education MRI Philips Healthcare

n 11.30 REPAIR/PREPARE to growListen to an inspiring case study from Coca- Cola Enterprises service activities relating to their vending and cooling machines, and their strategy to grow.

• AboutCCE/CoolerServices

• Systemrequirementsandchoiceofsystem

• Embedding&engagement

• Futureenhancements

Linking Spare Parts with Field Service to drive sales

Menrad Wesp, Head of Customer Support Operations, Outotec

From “box focus” to selling services

Wojtek Bulatowicz, Senior Manager, Services & Solutions, Welch Allyn

Silvio Douven Account Executive Western Region EMEA ClickSoftware

Anna Pernestål Head of Preventive Maintenance Development Scania CV

Paul Vissers Associate Director Field Technical Services BNL Coca-Cola Enterprises

Room 1 Room 2 Room 3

Table 1 Table 2 Table 3


n 16.00 Overall Performance Management: Linking the service business to financial resultsOne of the main challenges for manufacturers is to address the profit-ability issue of the service business. The session will give a best practice of Heidelberger’s approach to their performance management by linking technology, process, and operational aspects to the financial results.

Garo Derderian VP, Head of Service Excellence Heidelberger Druckmaschinen AG

Discussion points:

•BestPracticesandlessonslearned

•Howtolinktechnology,processesandoperationalsidetofinancial results to achieve financial goal

•Whatarethechallengestoperformancemanagementonaglobalscale, when services occur in different regions

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n 16.30 Case Study: Wärtsilä’s Professional Skills Management SystemWärtsilä developed a Professional Skills Management System to support top field service professionals. The target is to increase customer satisfaction via assignment of the most suitable engineers to the various works and to keep employees motivated by development paths.

Guido BarbazzaDirector Field ServicesWärtsilä

Discussion points:

• FieldServicesorganization’smainassetsispeopleandtheir competences

•Howtoknowwhatengineersarecapabletodoandwhataretheir potential for future growth?

• Insightintotheprogram:specialsystemtoclassify,record,trace, develop the professional skills of its field service billable engineers

•Howtoconnectthesystemwithaglobalplanningboardtoachieve the best assignment of engineers to work

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17.00 One for the RoadWe welcome you for a closing drink before flying off. A great way to recap and end the conference, in a relaxed atmosphere.

Service Transformation Companies need to innovate their business models to adapt to the service requirements of today and

tomorrow. How can Service Executives plan to handle the challenges of service transformation to stay ahead of

the game?

Reduce cost without impacting customer service delivery

Share strategies on how you can control cost without impacting customer service, by looking at customer

friendly predictive workforce optimization, how to never miss an SLA, first time problem resolution, M2M

technologies and more.

Jeffrey Wartgow, VP Product Marketing, TOA Technologies

Improving sales success on the shop floor Can you support your service sales team to be your top

selling force by understanding customer needs better and reducing internal administration.

14.55 Networking Break and One-to-One Meetings

Field Service Forum 2014 714.15 Round 2:

n 15.30 Building and managing Global Service for bespoke Lifting EquipmentThe session will look into how to develop a service organization: the structurefromscratchtoservice/repairwithinaliftingequipmentorganization that is part of a larger OEM. How to use resource pooling betweenBusinessUnitswithdifferentbusinessmodels(B2Bvs.B2C)based on service differentiation and global set-up.

Ferenc Schottner Head of Service Palfinger Dreggen A/S

Discussion points:

•Combiningforcesforpro-activemarketcapture

•Differentiatingservice:basicvs.expert

•Resourcepoolingandplanning

•Tie-inCustomers:serviceagreementsonbespokeequipment

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Workforce Planning & Scheduling

Tom DeVroy, Senior Advisor Field Service Management, IFS

Ivo Ruckstuhl, Head of Mobile Solutions, Coresystems

Scheduling & Cloud

Silvio Douven, Account Executive Western Region EMEA, Clicksoftware

Thilo Kerner, Director EMEA LoB, SAP Håkan Gill, Partner, byBrick Interface AB

Powering innovative mobile workforce management: from the factory floor to the front line

Explore how to build, integrate and manage better mobile solutions to deliver benefit across critical areas

Steve Harding, Sales director EMEA, Pega

Vibhor Singh, Associate Director - Projects, Cognizant Technology Solutions




Tom DeVroy, Senior Advisor Field Service Management, IFSTom has been with IFS Field Service Management for 15 years in sales, pre-sales, and consulting roles. In his current capacity he analyzescustomer’srequirementsanddefineshowIFSServicesolutions meet those needs. Tom has worked as a Service Manage-ment consultant, been a VP-Sales for Metrix, and managed the Professional Services organization there. Prior to IFS Tom worked for Hewlett-Packard for ten years in various roles. Tom has worked on projects for field service and reverse logistics businesses the likes of Ericsson, Xerox, Home Depot, Sysmex, Honeywell, Cisco, and other enterprise service businesses. Tom will be discussing IFS’s new Enter-prise Service Management product platforms throughout the conference.

Aubrey Fox, Solutions Expert, Scheduling and Field Service, Trimble Field Service ManagementAs a Solutions Expert, Aubrey is responsible for managing the cloud-based Work Management solution for Trimble Field Service Management,apositionhehasheldsince2010.AubreyjoinedTrimblein2002asasolutionsengineerandhasbeenspecialisinginthe workforce management, scheduling and optimisation solution suite for over10years.PriortojoiningTrimble,Aubreygainedconsiderableindustryexperienceinanumberofpositions.Beginninghiscareerasadatabasedesigner in the Space and Defence group, Aubrey excelled to role of a developer in the relational database products group at Logica. Following this, he held the position of implementation consultant at relational data-base company Ingres, and then Oracle, before transitioning to a systems engineerforvariousstart-upsintheUK:PrismSolutions,MEICPGandViryanet. Aubrey holds a first class degree in Computer Science from the UniversityofAstoninBirmingham,UK.

Ferenc Schottner, Head of Service, Palfinger Dreggen A/SFerencSchottner(transportation/logisticsengineer)isaproduct support professional with two decades of experience in the field of Spare Parts Management and Service Operations. He has vast knowledge on supporting remote areas of heavy machineryoperationsgloballyinbothB2BandB2Cenvironments.Hepossessesa significant track record in not just organizing, building and managing parts & serviceactivities,butalsoinsuccessfullyintroducingandsellingGlobalFieldServiceasaProducttoGlobalCustomers.

Guido Barbazza, Director, Field Services, Wärtsilä Services DivisionGuidoBarbazzasailedasengineeronnavy,merchantand passenger vessels and then got a Master’s degree in mechanical engineering. After several years of experience in ship repair and manufacturing activities, in 1991 he started hiscareerinGrandiMotoriTrieste-thatlaterbecameWärtsilä-asFSManagerandthenSalesManager.From2003to2007,GuidowasVicePresident,Service,WärtsiläItalyandthenfor2yearsDirector,FieldServiceWorkshops, Wärtsilä Field Service, member of Field Service Management Team. DuringthatperiodGuidodevelopedandimplementedtheCorporateZeroInjury Project, starting Wärtsilä journey to reach top excellence in safety. Since 2010GuidoisDirector,FieldServices,DeliveryManagement,WärtsiläServices,member of Delivery Management Team and Chairman of Field Services Manage-mentTeam,accountableforglobalFieldServicesfunction,(4500employees,80workshops)withdirectmanagementofDeliveryManagementFieldServicesorganisationandWärtsiläLand&SeaAcademy(700employees,10sites).

Jos De Boes, GM Customer Service Support, Toyota MotorJoes is the general manager for the customer service support divisionoftoyotamotorince2012.HehasbeenatToyotasince1990,whenhejoinedfromVolvoTrucks.Overtheyears,hehasheldtherolesofGMVehicleEngineering,GMoftheSales&SportsConversionDepartment,GMoftheAccessoryDevelopment,andGMoftheCustomerServiceTechnicalDivision,before moving to his current responsibilities.

Rokus Harder, Director Field Support & Education MRI, Philips HealthcareRokusHarderhasover25yearsofexperienceinallfieldsof the service organization, both within country, regional management and global business unit organizations. Currently Rokus manages the Field Support & Education department of Philips Healthcare MRI systems, which is responsible for service, application support and the continuous training to the field. Prior to this Rokus hold positions in upstream and downstream lifecycle business, service marketing, service and project management.

Speakers 2014

Anna Pernestål Brenden, Head of Service Support Solutions, R&D, Scania CVAnnaPernestålBrendenisresponsibleforresearch,conceptdevelopment, and user experience for service support solutions that are used in Scanias global workshop network. She has a PhD in Systems Engineering, with focus on probability based diagnostics and troubleshooting, and has worked with diagnostics and maintenance research and development for ten years, both as an engineer, project manager andmanager.In2011shegainedtheaward“FemaleTechnicianoftheYear”.

Anders Strömquist, Manager Business Development, ABBAndersstartedhiscareeratABB,formerlyASEAin1983andhas held various positions within the company. Anders also hasseveralyearsatIBMwhereheheldaglobalmanagementpositionatIBMGlobalFinancing.SinceanumberofyearsheisbackatABBintheservicebusinessresponsibleforbusinessdevelopmentatABBRoboticsparts&logistics.

Dave Hart, VP of Global Customer Transformation, ServiceMaxDaveHartisVicePresidentofGlobalCustomerTransformationat ServiceMax, where he focuses on working with prospects and existing customers to understand and unlock the true value their field service organizations. Having started his career as a field service engineer, Hart has decades of field service management and customertransformationexperience,mostrecentlyleadingPitneyBowes’entireEuropeanServicedivision.DuringhismorethanadecadeatPitneyBowes,HartalsomanagedtheinternationalDMTservicegroup,UKglobalmailingsolutionsgroup,andnationaloperationsofPitneyBowesManagementServices.

Thilo Kerner, Director EMEA LoB Customer, SAPThiloisDirectoroftheEMEALoBCustomerorganizationwithinSAP.With 14 years of Service management experience at SAP he worked withover200companiesinordertostreamlinetheirservicebusi-ness. He started his career as a Consultant and Project Manager implementing global Service Management Solutions. After a stop asFieldServiceManagerhejoinedtheBusinessDevelopmentteamand developed regional and global programs in the area of Service management.

Martin Brolin, System Manager & Solution Architect, FortumMartinBrolinisSystemManagerandSolutionArchitectwithinFortum O&M IT and handles Fortum’s mobility business. He joinedFortumin2011,havingabackgroundofmanagingBusinessDevelopment projects within the O&M side before taking up his present role.

Wojtek Bulatowicz, Senior Manager, Services & Solutions, Welch AllynForover15yearsWojtekBulatowiczhasbeenmanagingglobalservices through all stages of the lifecycle – strategic planning, design, implementation, delivery, and sales. When with Hewlett Packard he has been WW Product Manager for eSupport and Case Exchange,andmanagingGlobalBusinessProcessArchitectureteam.Currently,he is with Welch Allyn managing its Services and Solutions organization in Europe, Middle East, and Indian Subcontinent. He is Polish national, after spending20yearintheUnitedStates,hejustmovedtotheNetherlandsandisbasedinLeiden–WelchAllyn’sEuropeanandMiddleEastHeadquarters.


Speakers 2014Garo Derderian, VP, Head of Service Excellence, Heidelberger Druckmaschinen AGHe is responsible for designing, developing, implementing and managing of company’s worldwide excellence and efficiency improvementprogramsfortheBusinessAreaSystemservice.GaroDerderianleadsmostoftheinitiativesimprovingserviceoperation and performance across the world with top level management ofBusinessAreaP&L.Hisfocusandcontinuousworkincludealsofutureintelligent integration of operational, financial and information technology best practices using business analytics methods. He is a recognized global leader with experience from the most industrial countries and emerging marketsintheworldwith20+yearsofexcellenceinprojectandprogrammanagementand7+yearsinservicemanagement.GaroDerderianstudiedSystems Engineering, graduated in Medical Informatics and holds various professionalcertificationsinITandLeanBusinessManagement.

Håkan Gill, Partner, byBrick Interface ABHåkanGillhas18yearsofexperiencefromcreatingdigitalsolutionsforB2Bbusinesses.Withabroadunderstandingoftechnology as well as business dynamics, his abilities covers all aspects from conceptual idea to development of technical solutions with a strong foundation in the commercial reality most of our industrial customers face. With a background in e-learning, his pas-sion for system usability doesn’t stop with technical functionality, but also coversuserabilityfromstarttoend.HåkanhasbeenapartneratbyBrickfor 7 years and have dedicated the last 4 years to develop the Care Service Sales concept for industrial customers and is now Managing the Service SalesToolsUnitwithinbyBrick.Findingtheideasthathelpourcustomersreachtheirsalesgoalsiswhatmakeshimgotoworkeverymorning.byBrickisagroupofcompanieswith75employeesinStockholm,GothenburgandVästerås, Sweden, with representation in Copenhagen, Helsinki and London.

Ivo Ruckstuhl, Head of Mobile Solutions, CoresystemsIvoRuckstuhlisamemberoftheExecutiveBoardofcoresystemsand Head of Mobile Solutions. In this role he is responsible for coresystems’ Service Cloud products and the successful project delivery and integration at customers. Prior to joining coresystems,IvoRuckstuhlheldvariousmanagementpositionsatZühlkeEngineering, including Executive Director of Enterprise Solutions and group Chief Information Security Officer. He was most recently Head of Strategic Initiatives&InnovationatZühlke,whereheledthecloudcomputing,near-shoring, and data analytics initiatives.

Jeffrey Wartgow, Vice President of Product Marketing, TOA TechnologiesJeffrey Wartgow is responsible for TOA’s Product Marketing team. Prior to this role, Jeffrey led TOA’s Channels and Alliances or-ganization.BeforecomingtoTOA,Jeffreyspenttwoandahalfyears as a Director at FTI Consulting in San Francisco, where he was charged with developing the company’s first formal partner program. Prior to FTI, Jeffrey served seven years with Dell Inc. During this time he managed Dell’s Strategic Alliances for Europe, the Middle East and Africa as well as Dell’s New Partner Evaluation program. Jeffre also led Dell’s Competitive Intelligence team focusing on enterprise products. Jeffrey holdsaBBAfromtheUniversityofNotreDame,anMBAfromtheUniversityof Colorado, and a Masters of International Management from Thunderbird, TheAmericanGraduateSchoolofInternationalManagement.

Christian Duer, Region Head for Network Rollout and Field Services N. Europe & Central Asia, Ericsson ABChristianhas25yearsofmanagementexperience,bothinperiods of rapid growth and downsizing from Europe, the MiddleEast,CentralAsiaandtheUSA,withintheconstructionand telecommunication service sectors.

Paul-John Oliver, Head of Field Service Worldwide Customer Services, Airbus Customer SupportPaulhasbeenwithAirbusforthepast10years,andiscurrentlyresponsiblefordeploymentof330+fieldservicerepresentativesworldwide. This is Airbus’ front line technical support team based with their aircraft operators. Previously, he was Head of Customer SupportforMiddleEast/Africa/SouthAsiaregionwhichincludedintroducingtheA380intoEmirates.PriortoAirbusPaulheldvariousrolesinBAESystemsinmarketing,commercialcontractsandsales.HeholdsaBatchelorofScienceDegreefromNottinghamUniversityandaMastersDegreefromCranfieldUniversity.

Timo Hellgren, Vice President After Sales, BentecTimoHellgrenholdsdegreesinelectronicengineeringandMBA.Timostartedhiscareerinpulp&paperindustrylate80’sandthenmovedtominingandmetallurgicalindustryinearly90’sbyworkinglongcareerinOutotecuntil2012.Hehaslargeexperienceastechnology supplier in aftermarket support services including technical support, spare parts, up-grades and management. He has had various responsibilities including managing and develop global support and service organizations, productization of service offering, establish local services operations in differ-ent countries, services sales and business development as well as spare parts business. Currently he is Vice President Services and after sales operations in BentecGmbHandstrengthentheircompetitivepositionthroughaftermarketbusiness.Bentecdevelops,manufacturesanddelivershighquality,costeffectiveand durable drilling and oilfield systems for harsh and hostile environments that willfulfillthedemandingrequirementsoftheinternationaloilandgasdrillingindustry.

Paul Vissers, Associate Director Field Technical Services BNL, Coca-Cola EnterprisesPaulhasbeenatCoca-ColaEnterprisessince2007.Beforethat,he has experiences in organizations like Rucanor, Fedex, and Capespan International. He also spent 13 years in the Dutch Army within the transport and distribution division.

Pat Noble, Service Management Centre of Excellence, Operations Manager Worldwide, IFSForty years in service management initially as field service engineer then as a director of a medium sized IT field service provider and subsequentlydirectorofthreedifferentsoftwarehousesdesigningand marketing service management software. Now has particular focus on optimised resource scheduling for field service organisations.

Silvio Douven, Account Executive Western Region EMEA, ClicksoftwareSilvio Douven has 13 years’ international experience in the Field Service Management software industry working with Mobile Workforce Management Solutions, ERP and Resource Management. Silvio has worked closely to several leading companies and has gained a great understanding of typical business chal-lenges and expected results, and well as played the crucial role of educating companies on best practices and change management to achieve success-ful results.

Steve Harding, Sales Director, EMEA, PegaSteveHardingistheSalesDirectorfortheMobileBusinessGroupatPegasystems,Inc.wherehemanagessales,pre-sales,andbusinessdevelopmentacrosstheregion.With20yearsof experience in mobile, he has held positions at PHH Europe, BT,O2andOrange,andispassionateabouthowtransformativemobile can be for businesses.

Vibhor Singh, Associate Director - Projects, Cognizant Technology SolutionsVibhor Singh is Associate Director - Projects at Cognizant, Europe where he manages business and technology consulting business, directly working with clients in EMEA region. With 15 years industry experience his focus areas have been driving implementation of Enterprise Wide Solutions including mobility in Sales, Service and Marketing space – enabling commercial excellence.

About ServiceMaxServiceMax is the only complete suite of cloud-based, social and mobile field service applications. ServiceMax gives companies unprecedented capabilities in field service to increase revenue, perfect field service delivery, and delight customers. Companies use ServiceMax to manage the entire field service process including scheduling, parts and contracts. Customers include large enterprises such as Dupont, Elekta, and Electrolux, andsmallercompaniessuchasMcKinleyEquipmentandKinetico.

About ClickSoftwareClickSoftware is the leading provider of mobile workforce management and service optimisation solutions, supporting over half a million field resources globally, across several industries. It creates value for service companies by increasing productivity and customer satisfaction and reducingoperationalcosts.Customersinclude:PortugalTelecom,BellCanada,AnglianWater,Xerox,BoschandRicoh.

About SAPSAP offers a differentiated solution that enhance customer satisfaction, increase service revenue, and improve efficiency of customer service operations.Unlikeothercustomerservicesolutionsthatonlyprovideasiloedviewofthecustomerandrequiresignificantintegrationforexecuting the complete customer data and service process, the SAP solution is designed out-of-the-box to provide your customer service and field service agents all the right knowledge, resources, tools and insight to surpass customer expectations every time through appropriate channels of interaction. With the SAP solution and insights (gained from it), you can deliver the right service level to the right customer, thereby maximising your return on investment. A delighted customer is also an attractive customer for selling additional products and services. The SAP solution makes it very easy for companies to bundle together relevant products, services and prices and make smart recom-mendations in real-time to increase service revenues and profitability.


Partners

About IFSAround the globe, aftermarket service providers using IFS Applications™ are running their businesses more smoothly and efficiently because they get complete visibility and control throughout their operations. An end-to-end solution, IFS Applications™ supports field service and depot repairs with solutions for service contract management, mobility, scheduling, repairs and logistics—in several countries at the sametimeifrequired.Moreover,itisdocumentedeasytouseandlearn, with lower training costs and increased productivity as a result. And because it is component-based, IFS Applications™ sits neatly alongside whatever legacy systems companies are using to support their manufacturing, financials or other business processes.IFS is a public company founded in 1983 that develops, supplies, and implements IFS Applications™, a component-based extended ERP suite built on SOA technology. IFS focuses on industries where any of four core processes are strategic: Service & asset management, manufacturing,supplychainandprojects.Thecompanyhas2,000customersandispresentinapproximately60countrieswith2,800employees in total. To learn more, visit www.ifsworld.com

About Antenna SoftwareAntenna Software, now part of Pegasystems, enables global enterprises to build, integrate, and manage mobile applications and content. Through its powerful platform, the Pega Application Mobility Platform (AMP), Antenna helps organizations around the world to mobilize crucial business processes from the field to the front office. Hundreds of large enterprises around the world rely on Antenna as their trusted mobility partner. Antenna is a Pegasystems business group.

About CognizantCognizant is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world’s leading companies build stronger businesses.HeadquarteredinTeaneck,NewJersey(U.S.),Cognizantcombines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work.CognizantisamemberoftheNASDAQ-100,Fortune500andisrankedamong the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant

About byBrickbyBrickprovidescustomdigitaltoolsthatincreaseefficiencyinmarketing andsalesforglobalindustrialcompanies.Usingwebtechnologies,mobile devices and 3D, the tools assist our customers in presentation, argumentation and configuration of their solutions and products.byBrickQikisatoolthatfocusesonfieldsales.Qikenablesthesalespersontofullycustomizeandquoteacompleteservicesolutionwithinminutes. With Qik, some customers have seen their service sales multiplyupto10timesafterimplementation.

www.sap.com

www.clicksoftware.com

www.servicemax.com

www.ifsworld.com/en

www.antennasoftware.com

www.bybrick.se/en

www.cognizant.com

About TrimbleTrimble’s Field Service Management Division provides visibility into field and fleet operations so businesses can streamline efficiency and increase productivity. The Field Service Management suite includes Fleet Management, Work Management and Scheduling, Worker Safety and Mobility solutions that transform the effectiveness of work, workers and assets in the field. The cloud-based portfolio allows Trimble to offer customers industry-specific, enterprise-level solutions for exceptional performance and ease of use.


Partners

About coresystemscoresystems is an award-winning cloud-based mobile business solutions company. The company builds innovative platforms, tools and applications that enable small, medium and large companies to effectively manage their business processes and better serve their customers.Over100,000usersthroughouttheworldinarangeofindustriesusecoresystems’appstoquicklynavigate,capture,record and report on highly complex business processes. In addition, coresystemshasateamofqualifiedconsultantstoguidecomplexERPprojectstofindsolutionsthatbestfitcustomerneeds.HeadquarteredinWindisch,Switzerland,coresystemswasfoundedin2002andcurrentlyhasseveralofficesaroundtheworld,includingLondon,NewYork,SaoPaolo and Shanghai.

About ToughshieldToughshield provides rugged mobile computing for business customers globally, from independent trades to corporations. Our devices combine thedurabilityrequiredbyworkersinharshconditionswiththeeaseofuse and design of consumer devices, but at more affordable pricing. Centraltoourpropositionandwhatmakesusuniqueisourmulti-nationalafter sales service levels that businesses have come to expect from enterprise mobility solutions, delivering confidence and greater efficiency.The Toughshield range is ideally suited to a number of sectors including field service, field sales, emergency services, security guarding, facilities management, domiciliary care, construction, trade work, audit inspection and transport.Find out how we can help mobilise your business potential. Visit www.tough-shield.com

About HoneywellHoneywell(www.Honeywell.com)isaFortune100diversifiedtechnology and manufacturing leader, serving customers worldwide with aerospace products and services; control technologies for buildings, homes and industry; turbochargers; and performance materials. BasedinMorrisTownship,N.J.,Honeywell’ssharesaretradedontheNewYork,London,andChicagoStockExchanges.Formorenewsandinformation on Honeywell, please visit www.HoneywellNow.com.Honeywell Scanning & Mobility (HSM) is part of the Automation and Control Solutions (ACS) business group of Honeywell. HSM is a leading manufacturer of high-performance image- and laser-based data collection hardware, including rugged mobile computers and barcodescanners,radiofrequencyidentificationsolutions,voice-enabled workflow and printing solutions. With the broadest product portfolios in the automatic identification and data collection industry, HSM provides data collection hardware for retail, healthcare, and transportation and logistics companies seeking to improve operations and enhance customer service. Additionally, HSM provides advanced software, service and professional solutions that help customers effectively manage data and assets. HSM products are sold worldwide through a network of distributor and reseller partners.

About TOA TechnologiesTOA Technologies is a global provider of field service and mobile work-force management software solutions. ETAdirect, TOA’s platform, uses patented time-based pattern recognition and predictive analytics to provide the most accurate field service optimization application on the market. Thisuniqueapproachtofieldservicemanagementdeliversimmediate and lasting return on investment in improved customer service and reduced operational costs. The only complete cloud application suite onthemarket,TOA’ssolutionsarequicklydeployed,highlyconfigurableand easily integrated with existing CRM, ERP and other systems.Across four continents, ETAdirect manages mobile workforces for someoftheworld’smostrecognizableglobalbrandsinthesatellite/cable/broadband,telecom,utilities,insurance,homeservicesandretailindustries.TOATechnologiesisaLeaderintheGartnerMagicQuadrantforFieldServiceManagement,andisheadquarteredintheUnitedStatesandhasofficesthroughoutEurope,LatinAmerica,AustraliaandNewZealand.

About ITOSITOS is specialized in development and distribution of hardware, firmware and software for mobile environments and mobile payments. ITOS offers mobile accessories and software components that transform the Smartphones and Tablets into powerful tools for mobile workforce.OuruniqueproductsintegratethepaymentswithEMVfinancialcardsinto Smartphones, Tablets and Handheld Computers through complete payment solutions.

www.trimble.com

http://coresystems.ch/en

http://toatech.com

www.tough-shield.com

http://honeywell.com

http://itos.es

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Manufacturing Business Platforms 2014/2015

Calendar of EventsCopperbergisthespecialisteventsorganiserfortheGlobalManufacturingindustry.Dedicatedforseniorexecutivesfromglobalorganisations- our events are giving you the tools to improve short term results whilst simultaneously designing robust future strategies.

8th Annual Aftermarket Business Platform 2014October 22nd - 24th, Amsterdam, The NetherlandsTheAftermarketBusinessPlatformistheleadingEuropeaneventforsenioraftermarketexecutives,attracting150+participantsfromglobalorganizations. Now in its 7th edition, it focuses on current market challenges on how manufacturing companies can increase growth revenues from theirservicedivisionsthroughsuccessstoriesonthefollowingtopics:remoteservicemanagement,spareparts,valuebasedpricing/selling,valuepropositionandtotalcostofownership,dataintheaftermarket,BRICmarketstrategies.Overthecourseofthreedaysandplentyofnetworkingopportunities, participants will be confronted with tools and solutions to current challenges as well megatrends of the future.

2nd Enterprise Asset Management 2014November 11th-12th, Copenhagen, DenmarkThe Enterprise Asset Management is designed to meet the challenges and needs of Asset Management experts and maintenance design managers from Europe and beyond. Packed with practical case studies from leading organizations in process and manufacturing industry, this two day conference will bring up-to date topics that any asset professional can relay to. Emerging ISO standards, Asset management holistic approach, Change Management, EAM KPI’s, AssetLifecycleManagement,PredictiveMaintenance,M2M,MobileEAMareonlyfewofthetopicsthataregoingtobediscussedattheconference.

3nd Annual Spare Parts Business Platform 2015February 4th - 5th, Stockholm, SwedenSparePartsBusinessPlatformwillreturninFebruary2015foritsthirdedition.Followinganextremelysuccessfulevent,theconferencewillonceagaingather senior spare parts executives for a two day event on how to optimize the spare parts process. The event will delve into topics such as parts pricing, logistics and forecast, piracy, obsolescence, centralization vs. decentralization of warehouses, inventory management. Participants last year came from all corners of Europe and offered plenty of networking opportunities to enhance sharing of experiences between peers.

1st Annual Nordic Enterprise Mobility 2015February, Stockholm, SwedenThe inaugural Nordic Enterprise Mobility will be the first of its kind for large Scandinavian organizations from all sectors, where CIOs and Enterprise Architects will meet to discuss the challenges and solutions to implement an enterprise mobility strategy across the organization by coordinating and aligningacrossbusinessunits,settingBYOD/COPEstandards,securingthemobileinfrastructure,andunderstandingthebusinessvalueofmobilityasasupporting technology.

5th Annual Defence Collaboration and Logistics 2015April, Amsterdam, The NetherlandsThe Defence Collaboration and Logistics conference is coming back for the 5thtimeandthistimeinAmsterdam.Thisuniqueannual3dayconferenceisthe only one in Europe and beyond gathering all the relevant stakeholders from the Defence sector and focusing on the current challenges that the Armed Forces are facing regarding multinational logistics and collaboration, SmartDefence, policies, PPP, outsourcing, supply chain and logistic, trends in technology and much more.

3nd Annual Manufacturing Pricing Excellence Platform 2015May, Amsterdam, The NetherlandsThe Manufacturing Pricing Excellence is designed to meet the needs of pricing decision makers from the Manufacturing industry from Europe and beyond. PackedwithpracticalcasestudiesfromleadingorganizationsacrosslikeBMW,LEGO,Eaton,Whirlpool,AssaAbloy,Monsanto,Novozymes,theconferencebringsup-to.datetopicsthatanypricingprofessionalcanrelyon.EffectivePricingStrategies,ChangeManagement,ValueBasedPricing,PricingConfidenceand Price Optimization are only few of the topics that are going to be discussed at the conference.

2nd Annual Field Service Business Platform 2015June 2015, Amsterdam, NetherlandsTheFieldServiceBusinessPlatformisdesignedtomeetthechallengesandneedsofserviceandaftersalesprofessionalsfromEuropeandbeyond.Packedwith practical case studies from leading organizations within the manufacturing industry, this two day conference will focus on how to optimize the service division to turn it into a sustainable profit center. Topics discussed will revolve around mobility, workforce scheduling, predictive maintenance, and knowledge management to support field technicians and increase customer loyalty.

www.sparepartseurope.com

www.defencesupplychain.org

www.pricingeurope.com

www.aftermarketeurope.com

www.eameurope.com

www.fieldserviceexcellence.com


www.copperberg.com

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October 22nd – 24th 2014, The Grand Hotel Huis ter Duin, The Netherlands

PLUS

a

event

DRIVERS FOR

GROWTH

2014

Join us on:

#ameurope

Presents

Find out more at www.aftermarketeurope.com@ AftermarketEuropeGroup

Twitter: @Prod_Lifecycle

8th Edition

*This offer cannot be claimed retroactively on an already booked ticket. Nor can it be claimed by solution providers, service providers or consultancies selling services to the delegate audience. The organizer can at any point decline a registration that does not meet the above criterias.

Make sure to join us at:

400€ Here is your discount

voucher

Use code: FSDAM14

Speaking organizations 2014


Phone:

+4686511090

Email:[email protected]

Website:www.fieldserviceexcellence.com

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+

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3 Easy ways to register:

Join our LinkedIn Group!(Field Service Excellence)

Follow us on Twitter!Twitter: @Prod_Lifecycle

Information - stay updated

TERMS & CONDITIONS

Your booking is binding. You may substitute a delegate at any time. Please note that substitutions are not permitted unless approved by the organizers. For all cancellations (without an approved substituted delegate) received in writing more than 5 business days prior to the event and, a €120 (+VAT) administrative fee will be charged and a credit voucher for the remaining amount will be issued. Credit vouchers may be used at any Midfield Media conference within one year of issuance. For cancellations less than 5 business days prior to the event, the full amount of the delegate pass is non-refundable. Full payment is due 10 days upon invoice and no later than 5 business days prior to the event. Delegates that have NOT submitted payment prior to the event will not be admitted to the event. Admittance is then only granted upon approval of credit card payment directly onsite.

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REGISTRATION:Standard Rate: 1290 EUR (excl VAT)

If you are based outside Europe, contact us for special Extended Travel Discount

Team Send Program Our agenda is the perfect opportunity for you to bring a cross-functional team. When attending as a team of five or more you’ll receive additional

benefits, including complimentary registrations or discounts.

Group Booking Offer! Book 3 get 1 free = 4 delegates

Book 5 get 2 free = 7 delegates

Book 8 get 3 free = 11 delegates

Use code BOOK3, BOOK5 or BOOK8 in the message field and we will contact you for the additional attendees

Email: [email protected]

or call hotline: + 46 8 651 10 90


Field Service Forum 2014 15Field Service Forum 2014 11

Radisson Blu Hotel Amsterdam Airport, Schiphol

Boeing Avenue 2, Schiphol-Rijk

NL-1119 PB – Amsterdam, Netherlands

Phone: +31 (20) 6553131

Website: http://www.radissonblu.com/hotel-amsterdamairport

This Amsterdam hotel is housed in the Schiphol-Rijk Business Park just minutes from the airport. Enjoy sumptuous accommodation in 279 rooms and suites with amenities like Free high-speed, wireless Internet. The on-site restaurant serves regional specialities. The 15 stylish meeting rooms are perfect for hosting business and personal events. Guests can utilise the free shuttle transport to and from the terminal.

n Conference Logistics

General Information: Delegate packages include the cost of the conference together with meals and refreshments. Other costs such as travel, accommodation and general expenses are the responsibility of the individual delegate. Accommodation can be booked (if rooms are available) at the recommend-ed Radisson Blu Hotel Amsterdam Airport.

Attire: Business casual attire is recommended for the conference.

Event Coordination: If you have any general queries about the conference, please contact:

Anna JuniakEmail: [email protected]: +46 8 650 02 70

n Directions from the Schiphol AirportAirport shuttle:

-The hotel offers free shuttle transport to and from the terminal (visit the hotel website for more information).

Accommodation at Conference Venue:

We have negotiated preferred rates at the conference venue. Please note all delegates are responsible for booking their own accommodation. Due to the limited availability we recommend booking as soon as you have received final confirmation that your conference registration has been successfully processed. Use the recommended link in your booking confirmation or at the website.

Hotel Booking:

Please note that the special rate has been sold out, please visit the hotel website for alternative rates: http://www.radissonblu.com/hotel-amsterdamairport

Conference logistics – General Information:

The conference and evening events, including refreshments, is free of charge to invited delegates. Other costs such as travel, accommodation and general expenses are the responsibility of the individual delegate.

Venue - Radisson Blu Hotel Amsterdam Airport

Transform Field Service

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Rethink Field Service

www.servicemax.com

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