Field Service Forum 2015 agenda

Field Service Forum 2015 agenda
2015 #fsf2015 YOUR ESSENTIALEXECUTIVETOOLKIT SheratonAirport,Amsterdam,The Netherlands,June 2nd - 3rd 2015 PLUS a event Join us on:Find out more at www.fieldserviceexcellence.com@ Field Service Excellence Twitter: @Prod_Lifecycle 2nd Annual Partners 2015 Media Partner 2015 FIELDSERVICENEWS BENCHMARK YOUR SERVICE OPERATIONS Presents
www.fieldserviceexcellence.com New Features In addition to the traditional formats of Copperberg conferences, we will provide new and developed features to ensure your conference experience is maximized and as interactive as possible so you can come away with the most relevant information. PRE-CONFERENCE WORKSHOPS - Limited Seats Available! Thepre-conferenceworkshopsareanewandexclusivefeaturewhichgives you,asaparticipant,theabilitytokickstarttheconferencewithafocused andcontent-heavysessionwhereyouwillbeabletobothlearnandshare experiencesaroundbestpractices. LIVE CASE STUDY Thissessionwilltakeyoustraight intoamanufacturer’sfieldservice operations. Thecasestudywill startwithanoverviewofachallenge encounteredbythemanufacturer; then,thesessionwilltakealook atITsolutionsthemanufacturer sourcedtoovercomethechallenge anditsimplementation. After, manufacturerwillgiveaninsight intotheresultsandROI. Finally,the sessionwillfinishwithatestimonial fromthemanufacturer’scustomer aboutthenewserviceimprovements. THE FIELD SERVICE STUDIO BasedonanAmerican-styletalk show,theFieldServiceStudio willseeahostinvite4service thought-leadersasspecialguests andconductindividual7minutes interviewsbeforemovingonto amoretraditionalpaneldebate discussion,wherehottopicswill beanalysedfromeveryangle. The studiowillendbytakingquestions directlyfromtheaudience. Editor`s note Following the success of our launch event, we are very pleased to welcome you at the Sheraton Amsterdam on June 2nd - 3rd , 2015 for the 2nd Annual Field Service Forum. Up to 200 service leaders from across Europe and industries will meet over two days of interactive education and structured networking to benchmark their service operations. The launch event showed that most organizations are on the right (andsimilar)path,buttheroadtosuccessisstillfullofopportunities. There is a common need to build a stronger structure behind the service business to truly change the function from a cost to a profit centre. Many organizations are seeing the big picture, but unable to execute the critical steps towards full service transformation. Oneofthemostagreedstepsistheapproachtowardsthefieldengineer. No other employee in a manufacturing organization has the face time nor the trust from the customer; field engineers are truly the face of their organizations towards the customers. As such, they can become a powerful weapon whose soft skills need to be explored todevelopthecommercialcompetencetopushnewsalesandgenerate leads. There is also a lot to be done to make field operations more efficient, andnotonlythroughITsolutions.Lookingatstandardizingtheservice business will go a great way to improve roll outs of strategic initiatives and of having a better visibility of resources, which will ensure to meet service level agreements. There are additional areas such as managing a global workforce, implementingmobilityandothertechnologieslikewearables,creating aprocesstocaptureknowledge,orfurtherexploringremotediagnostics to develop proactive maintenance that are also critical to the success of a field service business. If you want to benchmark with your peers on how these topics are being dealt with, make sure to attend the 2nd Annual Field Service Forum next June in Amsterdam. Sincerely, Thomas Igou Content Director Copperberg http://www.linkedin.com/in/thomasigou https://twitter.com/tomigou Field Service Forum 20152
25% were partners showcasing their tools, solutions and products to support our delegates www.fieldserviceexcellence.com Participants Profile 75% were end users looking for new ideas, processes, and solutions 150+ participants attended our launch event Job Titles Global Head’s,VP’s, Directors of: Geographic Breakdown Sweden 18% The Netherlands 18% UK 13% Germany 8% Switzerland 8% Denmark 7% Belgium 6% Italy 5% Finland 5% France 3% Spain 3% Rest 6% Speaking Organizations ABVolvo Penta ABB AgustaWestland Spa Airbus Alcatel-Lucent Alfa Laval Alfa LavalAalborg Nijmegen B.V. Alstom PowerAG AndritzFeed & BiofuelA/Sr Antenna (Pega) ASML Atlas Copco IndustrialTechnique AVLList GmbH Bentec byBrick Case NewHolland Caterpillar Inc. ClickSoftware Coca Cola Enterprises Cognizant Coherent Kaiserslautern GmbH CoresystemsAG DeLaval International DeLaval Manufacturing Delphi Diesel Systems Embraer EricssonAB ESAB Fabio Perini Flowserve Hamburg GmbH FLSmidth Fortum GD SpA GE Oil & Gas Hartridge Ltd. Heidelberger DruckmaschinenAG Hiab Honeywell Scanning & Mobility Howden IFS Istec International B.V. ItosTechnology,S.L IVECO KMTWaterjet Systems LelyInternational N.V. MAN Diesel &Turbo Marel Marioff Corporation Oy MetsoAutomation MettlerToledoAB Multi Phases MetersAS NACCO Materials Handling Group Nestle Nespresso ORBOTECH SA Outotec GmbH Palfinger DreggenA/S Pall International Philips Healthcare Pon Equipment Netherlands Quintiq Rolls-Royce MarineAS RÖSLER BeneluxBV Saab / HittTraffic SandvikMaterialsTechnologyAB Sanovo Group SAP ScaniaTrucks Semco Maritime ServiceMax Sidel SiemensAG SiemensWind PowerA/S SKFGlobal Segment Pulp & Paper Swisscom Ltd.IT,Network& Innovation TerexAerialWorkPlatforms EMEAR Tetra Pak TOATechnologies Tomra Systems Toughshield Toyota Motor Europe Trimble Field Service Management TTS MarineAS Vacon Plc Weidmüller WelchAllyn Wennstrom Fuel SystemsAB Vestas Volvo Penta Wärtsilä Xeikon Participating Organizations Field Service Forum 2015 3 Service Field Service Customer Service Maintenance Operations Field Support Sales & Marketing After Sales Customer Operation
n 12.40 Pre-Registration n 13.00 PRECONFERENCE WORKSHOPS - Limited Seats Available! The pre-conference workshops are a new and exclusive feature which gives you, as a participant, the ability to kick start the conference with a focused and content-heavy session where you will be able to both learn and share experiences around best practices. n Workshop A - Mobility In this interactive workshop, you will learn about to best integrate mobility solutions to create a mobile workforce that will enhance the value of your service offerings to your customers. n Workshop B - Knowledge Management In this interactive workshop, you will learn about how to track knowledge of your team, how to rollout/share knowledge, and how to share known issues so you can capture the knowedge. n 15.30 How to improve your margin on Full Service & Repair Contracts n 16.10 Live Case Study This session will take you straight into a manufacturer’s field service operations. The case study will start with an overview of a challenge encountered by the manufacturer; then, the session will take a look at IT solutions the manufacturer sourced to overcome the challenge and its implementation. After, manufacturer will give an insight into the results and ROI. Finally, the session will finish with a testimonial from the manufacturer’s customer about the new service improvements. n 17.10 Evening Networking Program The evening networking program is your opportunity to meet and network with your peers in a cozy and relaxed atmosphere,to push the discussions deeper and make contacts that last a lifetime. www.fieldserviceexcellence.com Field Service Forum 20154 Agenda 2015 Tuesday - June 2nd 2015 Discussion points: • Grow by selling a broader service product portfolio • Strategy to retain and increase percentage of service contracts • How to bind customers to the manufacturer and ensure they use accredited dealers • Balancing customer number increase vs.field technician investmen + 15.00 General Registration & Conference Opens The evening will include:+ • Speed Dating Networking • After Dinner Networking activities• Firestarters • Dinner Banquet
Wednesday - June 3rd 2015 n 08.10 Morning Masterclasses n 09.10 How Aftersales Service increases customer loyalty With increasing competition on products only one thing can really differentiate you from the others. Service is therefore increasing in importance and the execution has to be flawless and a good after sales service actually helps increase you customer loyalty and possible future sales. n 09.40 Case Study: Automating Service Scheduling & Dispatching This session will look into how to provide a fast, best-in-class service experience to your customers by overcoming fragmented processes and lack of visibility into field resources. www.fieldserviceexcellence.com Field Service Forum 2015 5 Anne Stømner Technical Operations Manager Nestlé Nespresso Agenda 2015 Using Tools and Technology to direct, monitor, and measure performance Transforming Field Service into a Profit Powerhouse Global Training of field engineers Masterclass A Masterclass B Masterclass C n 09.00 Changeover Discussion points: • Understanding customer needs to create value and focus on the right services • How to integrate sales in an after sales environment and vice versa + Discussion points: • Alook into an end-to-end,single solution with mobility to automate both planned and reactive service scheduling and dispatch. • Get a rich understanding of the products being serviced and integrates service processes with necessary resources including: technicians,equipment,parts required,and inventory locations • Ensure that service is scheduled when the right technicians and parts are available and aligned with service level agreements,improves first time fix rates and overall technician productivity + Speaker TBA 10.10 Networking Break and 1-to-1 meetings
n 13.15 Resource Optimization: developing the competence of current and coming talent n 13.15 How to use the latest technology trends to improve your business Internet of things, Big data, remote Service are all trendy topics, but how do they help us increase Customer Satisfaction, revenues and productivity. How to go from technology to a clear business strategy. Is our organization ready for this change? n 13.15 Standardization of practices in a Service Business A case study on key strategic initiatives to increase service levels at Pentair and how to roll out global service strategy across regions. www.fieldserviceexcellence.com Field Service Forum 20156 Agenda 2015 Roundtable discussions are often one of the most appreciated features at our events,because they allow participants to share experiences, success and failures alike, in a more intimate setting. In stimulating work atmosphere, the participants discuss new perspectives and ideas around a specific topic and the under the guidance of an assigned moderator. After 40 minutes, the discussions end and participants move on to the next table. You will experience intensive discussions, share innovative ideas and identify practical solutions. Topics (subject to change): Round 1: Service Digitalization Soft Skills Training of Engineers Increasing efficiency … not through IT Managing resources in a complex network Paul-John Oliver, Head of Field Service Worldwide Customer Services,Airbus Customer Support Proactive Maintenance Timo Hellgren,Vice President After Sales, Bentec Round 2: Mobility Cloud Scheduling & Dispatching Remote Diagnostics Knowledge Management n 10.45 Executive Circles 12.15 Networking Lunch Track 1: Global Workforce Track 2: Smart Services Track 3: Operational Efficiency Discussion points: • Training strategy • Transfer of knowledge from experience technicians to new recruits • How to ensure the knowledge of service technicians is on par with technological developments of the machines they service + Brian Dahl Steinicke Thomsen, Head of Operations and Regional Support, Siemens Wind Power Discussion points: • Most of the companies start with the technology development, before having a clear value proposition in mind • How do we match the technology to our business goals • Key success factor for a successful roll out of differentiated service offering using technology • What do we need to change in the organization to embrace this new offerings + Discussion points: • Service Strategy development over process optimization • Technical conceptualization and implementation of the service business solution in field service operations + André P. Skerlavaj, Director Global Service Strategy, Pentair Arno Strötgen, Group Vice President Global Head of Customer Service, ABB Robotics
n 13.45 Developing the soft skills of field engineers Field engineers see your customers more often than any of the sales staff, and as such have a strong relation and are trusted by your customers.This session will inform you how to leverage on this to sell more and generate leads within your installed base. n 14.15 Gamification How can service organizations introduce gamification to sparkle cultural changes in their field operations? From adoption of new field technologies to conclusion of admin work, gamification can help motive and reward your employees for their outstanding performance. n 13.45 Wearables Technology New technological advancements in supportive gears for field engineers is bringing a whole new level of service support. This session will explore wearables technology such as smart glasses and watches and how to utilize them to bring real time added value for both your field engineers and your customers. n 14.15 The Industrial Internet IoT is a recurring buzz word, of which analysts predict billions of devices will be connected to the internet in the near future. However, what is it really, and how can it benefit the manufacturing industry? n 13.45 Successful cultural transformation towards service Manufacturers strive to change their cultural mindset to truly transform from product manufacturer to service provider. However, what are the opportunities and challenges to transform an industrial company into a service-oriented enterprise? n 14.15 Managing global service operations The session will look into how to manage a service organization: the structure from scratch to service/repair. How to use resource pooling between units and partners with different business models based on service differentiation and global set-up in order to serve customers across the globe. www.fieldserviceexcellence.com Field Service Forum 2015 7 Agenda 2015 14.45 Networking Break and 1-to-1 meetings Track 1: Global Workforce Track 2: Smart Services Track 3: Operational Efficiency Discussion points: • How and what to sell via engineers? • How to implement a program to drive sales via engineers? • What’s in it for the customer and which products to sell? + Discussion points: • What are the service opportunities with Wearables? • How can technology best be used by field engineers? • What is the added value for the customers? + Discussion points: • How can additional business be created beyond the existing business offerings? • How to overcome the roadblocks,including a cultural change process? • Direct and indirect benefits for an industrial company to increase service business + Discussion points: • How can gamification drive superior customer service? • Howcanitbeusedtosuccessfullysupport the change management process? + Discussion points: • The role of smart connected products and services • Business Model Innovations to leverage IoT opportunitie + Discussion points: • Combining forces for pro-active market capture • Differentiating service: basic vs. expert • Resource pooling and planning • Tie-in customer: service agreements +
www.fieldserviceexcellence.com Field Service Forum 20158 Agenda 2015 n 16.45 Chairman closes the conference n 17.10 One for the road We welcome you for a closing drink before flying off. A great way to recap and end the conference, in a relaxed atmosphere. Based on an American-style talk show, the Field Service Studio will see a host invite 4 service thought-leaders as special guests and conduct individual 7 minutes interviews before moving on to a more traditional panel debate discussion, where hot topics will be analysed from every angle. The studio will end by taking questions directly from the audience. Topics (subject to change): n 15.20 The Field Service Studio Outsourcing of Field Workforce New Technologies Developing soft skills of field engineers Increasing efficiency … beyond IT solutions n 16.05 Field Services Virtual Engineers Wärtsilä has developed a new, innovative tool to connect Field Services Engineers working at site with remote experts within an augmented reality environment. Guido Barbazza Director Field Services Wärtsilä Discussion points: • Augmented reality as tool to fix complex troubleshooting/repair activities • Boost synapses for knowledge share • Take ship machinery and engine servicing into a digital future + Host: Kris Oldland Editor Field Service News FIELDSERVICENEWS
Kris Oldland, Editor, Field Service News Kris Oldland is Editor of Field Service News, Europe’s leading trade journal for the field service industries. In this role Kris is able to combine his passion for technology with the experience of a decade dedicated to developing and establishing excellent standards for customer service in some of the UK’s highest profile hospitality and retail chains. An inquisitive, probing journalist and a gifted writer with an uncanny ability to take detailed analysis of complex issues and translate the most salient points into an easily understood context,Kris has spent nearly ten years honing his craft in B2B media covering topics as varied as finance, music and even fire juggling before returning to Service. FIELDSERVICENEWS Per Stjernqvist, Managing Director, Volvo Construction Equipment Per is based in Denmark and is a Service Inno- vation Specialist. He has 10 years with Volvo Trucks Sales- and Marketing, and from 1997 to present Managing Director. Chairman in several Volvo owned Construction Equipment dealerships around Europe. He is currently working part time as Service Solution advisor for Volvo CE HQ in Brussels. Former service advisor assignments: Afghanistan, Kazakh- stan and Russia. Guest Teacher at Copenha- gen Business School (MBA and Cand merc). www.fieldserviceexcellence.com Field Service Forum 2015 9 Speakers 2015 Timo Hellgren, Vice President After Sales, Bentec Timo Hellgren holds degrees in electronic engineering and MBA.Timo started his career in pulp & paper industry late 80’s and then moved to mining and metallurgical industry in early 90’s by working long career in Outo- tec until 2012. He has large experience as technology 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 different countries, services sales and business development as well as spare parts business. Currently he is Vice President Services and after sales operations in Bentec GmbH and strengthen their competitive position through aftermarket business. Bentec develops, manufactures and delivers high quality, cost effective and durable drilling and oilfield systems for harsh and hostile environments that will fulfill the demanding requirements of the international oil and gas drilling industry. Paul-John Oliver, Head of Field Service Worldwide Customer Services, Airbus Customer Support Paul has been with Airbus for the past 10 years, and is currently responsible for deploy- ment of 330+ field service representatives worldwide.This is Airbus’front line technical support team based with their aircraft opera- tors. Previously, he was Head of Customer Support for Middle East/Africa/South Asia region which included introducing the A380 into Emirates. Prior to Airbus Paul held various roles in BAE Systems in marketing, commercial contracts and sales. He holds a Batchelor of Science Degree from Notting- ham University and a Masters Degree from Cranfield University. Anne Stømner,Technical Operations Manager, Nestlé Nespresso Anne Stømner has been with Nespresso since 2005, first in customer service for Nordics, then Nordics and UK. In 2011 she moved to the technical department taking on the responsibility for B2B and B2C repairs. In this function she has been responsible for reno- vating the service and improving customer satisfaction.Anne is also in charge of the Nespresso field service and the development thereof. Arno Strötgen, Group Vice President Head of Global Customer Service, ABB Robotics Arno is currently the Group VP of customer service for the Robotics division of ABB. He has 20 years experience in service, sales and general management. He was before that managing director for the Robotics Division in Spain, with overall responsibility for 180 employees and P&L. He was also previously a Product Line Manager Field Operations & Training and responsible to define the strategy world wide with profit & loss responsibility. He launched two major initiatives World Wide: the successful launch of Remote Service, 1,000 robots connected in more than 23 countries after one year of initial launch. Started RoboCare flat rate service agreements; and Mobile Field Service Solution for process optimization.Rollout in more than 10 countries & several divisions. Guido Barbazza, Director, Field Services, Wärtsilä Services Division Guido Barbazza sailed as engineer on navy, merchant and 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 his career in Grandi Motori Trieste - that later became Wärtsilä - as FS Manager and then Sales Manager. From 2003 to 2007, Guido was Vice President, Service,Wärtsilä It- aly and then for 2 years Director, Field Service Workshops,Wärtsilä Field Service, member of Field Service Management Team. During that period Guido developed and implemented the Corporate Zero Injury Project, starting Wärtsilä journey to reach top excellence in safety. Since 2010 Guido is Director, Field Services, Delivery Management,Wärtsilä Ser- vices, member of Delivery Management Team and Chairman of Field Services Management Team, accountable for global Field Services function, (4500 employees, 80 workshops) with direct management of Delivery Manage- ment Field Services organisation and Wärtsilä Land & Sea Academy (700 employees, 10 sites).
Phone: +46 8 651 10 90 Email: registration@copperberg.com Website: www.fieldserviceexcellence.com + + + 3 Easy ways to register: Joinour LinkedIn Group! (Field Service Excellence) Followus onTwitter! 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. + + REGISTRATION: Early Bird Rate until 28 Feb 2015: 1090 EUR exclVAT Standard Rate: 1290 EUR (exclVAT) 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: registration@copperberg.com or call hotline: + 46 8 651 10 90 www.fieldserviceexcellence.com Field Service Forum 201510
Simon Wisniewski Partner Manager +46 8 12 201 585 simon.wisniewski@copperberg.com As Partner Manager Simon has been part of our Field Service team from the very beginning. He has developed our partnership program and his expertise allows him to tailor make your individual business suit to fit your specific business objectives, this to ensure optimal business value for the partners and unforgettable events to the audience. 2nd Annual Field Service Forum As the leading field service business meeting in Europe, it gathers professionals from global manufacturing organizations, to discuss the most business critical issues and to find new ways to take this industry forward.It’s a great place to get the industry insights,show full potential of product and initiate new business relations. Benefits of securing your 2015 partnership now: www.fieldserviceexcellence.com Field Service Forum 2015 11 1Get direct access to senior level decision- makers 2Limited Partner secure your preferred features 3Benefit from the Global Influence the event’s content 4Support early production process 5Be among the first to utilize our newest lead generation tools 6Benefit from expanded marketing campaigns We tailor make your individual business suit to fit your specific business objectives 7By invitation only; All attendees are care fullyscreenedforbusiness criticalissues
Copperberg S:t Eriksplan 11, 2 tr 113 20, Stockholm, Sweden Phone: +46 8 650 02 70 Fax: +46 8 441 07 93 Email: info@copperberg.com www.copperberg.com © 2014 Copperberg. All rights reserved. For more information, email info@copperberg.com or visit www.copperberg.com. a event

Field Service Forum 2015 agenda

Field Service Forum 2015 agenda

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Field Service Forum 2015 agenda