InterlogSummer2011

June 13-15, 2011
The Omni Hotel
Los Angeles, CA
The Premier Service Parts Supply Chain And Reverse Logistics Conference
Drive Revenue And Decrease Cost InYour Global Service Logistics Operations
Register Now: CALL: 1-888-482-6012 or 1-646-200-7530 FAX: 1-646-200-7535
EMAIL: interlogsummer@wbresearch.com WEB: www.InterlogSummer.com
www.InterlogSummer.com
Adjust Global Service Infrastructure To Combat
Rising Transportation Costs & Achieve Better Service
•
Take part in 4 of 8 workshops on Day One to achieve
your most pressing aftermarket goals
Identify Service Supply Chain Innovations &
Technologies To Increase Efficiencies &
Aftermarket Profits
•
Interlog’s greater focus on next-generation service
ensures you stay ahead of the curve
Make Significant Improvements In Global Service
Logistics As Your Products & Customer Base Grow
•
As the most senior-level parts logistics conference in the
world, you’ll uncover endless strategies from the
executives who implemented them
Benchmark Against Your Peers & Competitors To
Determine How You Stack Up Against The Industry
•
Take part in and receive the 2nd annual Service Supply
Chain Benchmark Study, exclusively at Interlog Summer!
Organized By:
Register now and get to
participate in the 2011
Service Supply Chain
Benchmark Study
1
2
3
4
Uncover Hidden Efficiencies In Parts Logistics From 35+ Speakers Including:
Exclusive Service Logistics
Content For Download.
See page 8 for details.
“Interlog Summer was extremely beneficial for developing our global remanufacturing and
repair operations.” - Cable Best, Plant Manufacturing Manager and North America Repair &
Remanufacturing Manager, Leading Consumer Audio Company
Sponsored By:
4 Reasons Why You Can’t Miss Interlog Summer 2011:
Join our group @ “Interlog”

June 13-15, 2011 | The Omni Hotel | Los Angeles, CA
Interlog Summer Day One ............3
VP Think Tank.................................4
Interlog Summer Day Two ............5
Interlog Summer Day Three..........7
2nd Annual
Benchmarking Study .....................7
Awards Luncheon..........................8
About Our Sponsors......................9
About Our Media Partners..........10
Conference Pricing &
Team Discounts ............................11
Hotel Information........................11
Table Of Contents:
■ 35% Computer & Networking
■ 25% Medical Device/ Equipment
■ 10% Telecommunications
■ 20% Other Electronics
■ 5% Semiconductors
■ 5% Office Automation
Expand your network at the most
senior-level global service supply
chain conference. You should attend
Interlog Summer if you are a Director,
VP, SVP, or General Manager of:
•
Service Logistics
•
Reverse Logistics
•
Service Operations
•
Spare/Service Parts
•
Repair & Refurbishment
•
•
Aftermarket Support
•
Customer Support
•
Customer Service
•
Global Logistic
•
Global Operations
•
Inventory Management
•
Forecasting
•
Warranty
•
Support Operations
•
Customer Care/Customer
Satisfaction
•
Service Parts Material Planning &
Procurement
•
After-Sales Supply Chain
CALL: 1-888-482-6012 or 1-646-200-7530 FAX: 1-646-200-7535 EMAIL: interlogsummer@wbresearch.com WEB: www.InterlogSummer.com2
Be a part of it! Nowhere else can you find out how your firm stacks
up against manufacturers in similar industries as your own. Learn
where your firm is best in class and where you need to commit
more resources to improving. As an Interlog Summer attendee, the
benchmark study created on June 15th is yours at no additional
charge (a $499 value!). Plus you get to participate in creating this
valuable benchmark. Last year’s attendees still use and reference the
2010 Benchmark Study on a regular basis to this day.
2nd Annual Service Supply Chain Awards Luncheon
Interlog Summer Attendee
Industry Breakdown:
Service Supply Chain Benchmarking
Study 2011
Wednesday, June 15 • 12:55 – 1:55 p.m.
The Interlog Service Supply Chain Awards have been established to honor, recognize, and
promote logisticians in high-tech manufacturing who have contributed to optimizing, innovating,
and furthering the successes of our industry. The award category this year is:
•
Service Parts Logistician Of The Year Award
Let’s celebrate our successes and strengthen our community of dedicated logisticians!
Nominate your colleagues, and don’t forget to bring your team to support you when you
take home your award!
Judging will be completed by the Interlog Summer 2011 Advisory Board.
The winner of the Interlog Summer 2011 Service Parts Logistician Of
The Year Award will be announced during the Awards Ceremony Luncheon
on June 15.
Nominate Your Colleagues: www.interlogsummer.com
Nominations must be submitted by Friday, May 13, 2011.
Use your
smartphone
to scan this
QR code

3
Interlog Summer Day One Monday, June 13, 2011
WORKSHOP: Maximizing The Value Of Returned
Assets By Leveraging Your Reverse Logistics System
Curtis Greve
Principal
Greve-Davis
•
Determining how to improve recovery rates of returned assets
using your returns management system (RMS)
•
What is disposition management and how can it impact your
bottom line?
•
Minimizing processing and repair costs using RMS productivity
tools
•
Explaining how your RMS reconciliation processes can improve
customer relations and increase profits
There is no silver bullet for creating efficiencies in reverse logistics or enhancing long term customer satisfaction. By stepping out of your office and into a room with
other executives to talk about service logistics, we think that valuable business collaboration and knowledge sharing will take place. In fact, we know it! You’ll leave
the workshop with tactical strategies that you can start implementing immediately upon your return to the office.
WORKSHOP: Legendary Service At The Ritz Carlton
Track A: Reverse Logistics Excellence Track B: Enhanced Customer Service
Brian Grubb
Corporate Director, Learning & Content Delivery
The Ritz-Carlton Leadership Center
For leaders who want to benchmark and learn about The Ritz-Carlton
philosophy and core values, and how to translate them into high levels
of employee and customer engagement and loyalty. This program
examines the corporate culture, and how it plays a role in the
foundation of every company. By the end of the session participants
will know and understand:
•
The importance of reinforcing the company culture every day
•
Why every company should have a written service strategy
•
Loyal customers do spend more money
•
Customers judge the quality of your organization by the
responsiveness of the first person they come in contact with
•
The role of leadership in driving service excellence
9:00
choose track
A or B
WORKSHOP: Lean Six Sigma In The Aftermarket
Part 1: Applying Lean Principals To Meet Cost And Quality
Targets In Your Global Repair Process
Cable Best
Plant Manufacturing Manager, North America Repair and
Remanufacturing
Bose
•
Outlining the importance of using lean and six sigma principles to
reduce turnaround time and overall costs in your repair processes
•
Standardizing metrics and processes in your repair operations
•
Understanding your organization’s international repair profile to
take lean standards globally
Part 2: Transitioning Your Service Parts Strategy Using Black
Belt Techniques
Lester Joseph Schalm
Director of Field Service, Americas/Far East
EFI VUTEk
•
Examining your current service parts strategy to define areas in
need of change
•
Implementing black belt techniques to create a more effective
service parts strategy
•
Change management: Effectively driving change within your service
parts organization
WORKSHOP: Gaining A Better Understanding Of
The Customer’s Perspective To Enhance Customer
Support
Michael Lesshafft
Service Quality Manager
Lexmark
•
How do you get the customers' true perspective?
•
Is there value in customer surveys or are you opening a can of
worms?
•
What to consider before starting a survey.
•
Does your product service strategy match your customers'
expectations?
11:00
choose track
A or B
Registration & Breakfast8:15
Morning Refreshment Break & Opportunity To Network10:45
WORKSHOP: Modeling Your Logistics Infrastructure
To Determine How To Increase Service And Lower
Cost
Rick Cameron
VP and General Manager, Customer Support Services
Glass House Technologies
•
Modeling different service infrastructures: What do they do and
how?
•
Identifying ways to do things differently to provide better service
and lower business risk
•
Identifying the tenets of cost effective infrastructures; uncovering
where infrastructures are sub-par
•
Comparing infrastructures across multiple manufacturers to outline
the best take-aways for successful, cost effective service
WORKSHOP: Driving Value Added Services &
Revenue Growth By Leveraging Current Service
Supply Chain Infrastructure
Mark Brienzi
Worldwide Director, Service Parts Supply Chain
Eastman Kodak Company
•
Identifying new services you can provide that are a value add to
your customers; where is your expertise?
•
Determining what staffing and resources will be necessary to
manage a new commercialized service
•
Identifying challenges with using your current in house
infrastructure to support a new clients’ service supply chain needs;
how can you overcome these challenges?
•
Setting realistic goals and timelines to complete the addition of new
services that will drive revenue in the aftermarket
1:30
choose track
A or B
Lunch For All Attendees12:30
Jerry Davis
Principal
Greve-Davis
Sponsored By:
“Interlog is the "must attend"
conference if you're in the
aftermarket and service supply
chain industry.”

Afternoon Refreshment Break & Opportunity To Network3:00
Conclusion Of Interlog Summer Day One6:15
Speed Networking4:45
WORKSHOP: Driving Cost Out Of The Service
Supply Chain To Operate As A Profit Center
Steve Blaz
President and CEO, Strategic Business Consulting,
Global Service, Support, and Operations
Steve Blaz & Associates, LLC
While many leading manufacturers’ service organizations have been
operating as a profit center for several years, believe it or not, there
are many companies saying service is a cost center for them.
Whether you operate as a cost of profit center, this workshop will
help you streamline your operations and re-examine your business
processes to ensure you maximize profitability in the aftermarket.
Strategies you will uncover in this workshop can help your
organization save millions of dollars next year.
•
Why are some companies still operating their service business as a
cost center vs. a profit center?
•
Analyzing all the pieces of your service operations to find the one
that brings the most immediate value to your organization
•
Making transaction based processes cheaper, faster, and better by
outsourcing to the right providers
•
Automating your service supply chain to eliminate human
intervention, thus lowering lag time and human error
Meet your fellow delegates so you have the rest of the conference to exchange ideas. Take advantage of the
popular Speed Networking - designed to help you break the ice, and meet lots of people in a short amount of time.
Line up around a set of designated tables and introduce yourself to the person directly in front of you. Exchange
business cards, talk shop, and then move one seat to your right. Repeat! This 30 minute session is designed to help
you start networking throughout the rest of the conference!
Wine & Cheese Welcome Reception5:15
This informal, relaxing setting is your opportunity to expand your network.
LinkedIn is great…BUT nothing beats face-to-face connections.
VP Think Tank – By Invitation Only
Moderators:
Rusty Walther
VP Technical Services, Storage Works Division
Hewlett-Packard
Mark Hessinger
Executive Director, Worldwide Customer Service
Gerber Scientific
Timothy Saur Ph.D.
VP/COO
Durst Phototechnik, AG North America
Back for the fourth year by popular demand!
This closed-door session, for executive manufacturers only,
allows you to address the most-senior level issues impacting
your service logistics operations; and just as importantly, create a
roadmap for bringing your service organization into greater
profitability. This exclusive session is by invite only and is a
media- and vendor-free session.
To request an invitation for you or your colleague, please
contact Scott Landrum at scott.landrum@wbresearch.com or
416-597-4791.
3:15
choose track
A or B
James Verner
Director, Planning and Procurement
Apple
Bruce Shadmehri
VP of Support Operations
NetApp
Mark Brienzi
Worldwide Director, Service Parts
Supply Chain
Ed Bonefont
Worldwide Director, Support Services
Ortho Clinical Diagnostics
Timothy Saur Ph.D.
VP/COO
Durst Phototechnik, AG North
America
Steve Blaz
President and CEO, Strategic
Business Consulting, Global Service,
Support, and Operations
Mark Hessinger
Executive Director, Worldwide
Customer Service
Gerber Scientific
Rick Cameron
VP and General Manager, Customer
Support Services
Glass House Technologies
Erik Alberts
Senior Manager, Service Operations
Customer Assurance
Cisco Systems, Inc.
A Very Special Thanks To The Interlog Summer 2011 Advisory Board:
DONOTCROSS
Strengthen your business relationships
through 15+ hours of both structured and
informal networking sessions
NEW

7:45 Conference Registration & Breakfast In The Solutions
Zone
8:30 Welcome Remarks
Sara Mueller
Executive Director
Interlog Summer
8:35 Chairperson’s Opening Address
8:45 OPENING KEYNOTE: Surviving And Thriving In A World
Of Mergers And Acquisitions: The Impact On Service
Logistics
Rusty Walther
VP Technical Services, Storage Works Division
Hewlett-Packard
• Let’s take a trip through my eight (yes … eight) mergers and
acquisitions
• Leading an organization through assimilation and consolidation
• Deciding what to fight for and when to roll over
• Learning the difference between “control” and “influence”
• It’s all about the systems – They’ll either enable your success or
mercilessly destroy you
• Navigating corporate bureaucracy for fun and profit
• The post-acquisition “to do” list that will drive your logistics efforts
to success
• And the most important point … “know when to leave”
9:20 PANEL: Effective Solutions For End-To-End Global Spares
Planning
Robert Wright
Global Logistics Director, Security and Detection Division
L-3 Communications
Paul Goodman
Director of Global Logistics
Data Domain (EMC)
Omur Bagci
Director of Global Services
ReSolve
• Identifying how to implement lean initiatives into your global spares
planning
• Partnering with your 3PLs, repair vendors, and suppliers to create an
effective global spares plan
• Systemically and operationally integrating your partners to increase
velocity and reduce the quantity of spares
• Ensuring your team and your field team are effectively integrated
with your entire end-to end spares planning process
9:55 GUEST SPEAKER: Inventory Control: The First Step In
Managing Your Supply Chain. Lessons Learned From
Theory
Steven Nahmias
Professor of Operations Management, Leavey School of Business
Santa Clara University
Supply chain management starts at home with
intelligent inventory control. For many of your firms, the largest
investment is still in your products. In recent years, the focus has been
on managing the supply chain from manufacturer to end user.
However, poor inventory management can have a greater impact on
the bottom line. We discuss some common mistakes and how costly
they can be over the long run.
10:35 Morning Refreshment & Networking Break
11:05 Interactive Roundtables – Choose Two (45 Minutes Each)
Great businesses don’t operate in a vacuum. They know who their
competitors are, what they stand for, and how they stack up against
them. Interlog Summer’s roundtable discussions provide an informal
setting to talk shop with twelve other executives about a subject that
matters largely to your business and walk away with twelve fresh
perspectives on the very same issue. Now that’s a brainstorm!
How it works: Customize your experience at Interlog by choosing the
roundtable topic most relevant to your job function and service
logistics challenges. Our industry experts will lead you through highly
focused discussion with your peers as you share successes and pitfalls
on the topic at hand. After 45 minutes you rotate to another table,
and begin the constructive debate all over again!
Send your teammates to the other tables that you aren’t attending so
you can maximize your information gathering and idea exchanging at
Interlog Summer!
#1 Streamlining Your Service Operations In Asia To Ensure
Uniform Quality Customer Service
Moderator to be confirmed. Check www.interlogsummer.com for
speaker updates.
• What is accounting for the significant growth of business in Asia,
specifically China? Will this growth continue?
• Ensuring the same high quality of service that is done in the U.S. also
is done in Asia
• Ensuring uniform service in Asia by standardizing and adding capacity
• Driving initiatives to leverage infrastructure cost throughout Asia;
how can you continue to find better ways to do it?
#2 Balancing Your Service Delivery Model Between Being
Optimized & Scalable Vs. Being Tailored To Your Customer’s Needs
Erik Alberts
Senior Manager, Service Operations Customer Assurance
Cisco Systems, Inc.
• Analyzing your service delivery model and its ability to be uniquely
tailored for your customers’ needs
• When is the “one size fits all perfectly optimized service model” not
the answer for your customer
• Determining how to apply your best in class service model to a cost-
effective, customer driven model; figuring out how to do both
effectively and without excess cost
• Benchmarking how other manufacturers are finding this balance
within their service delivery models
#3 Developing A Contingency Plan For Operations On The
Maquiladora Border
Curtis Greve
Principal
Greve-Davis
Jerry Davis
Principal
Greve-Davis
• Explaining why a contingency plan necessary if you are operating on
the Maquiladora border
• What once was considered an advantage is now considered a
disadvantage; how should your service supply chain operation respond?
• Identifying if there are better alternatives to operating on the border
• What constitutes and effective contingency plan and how do you let
your customers know?
#4 Revolutionizing Service To Attract Customers And Move The
Industry Forward
Mike Stickle
Manager, North America Service Parts Supply Chain
Ed Bonefont
• Explaining why there is a greater need for more innovative, future-
looking technology to support service today
• Switching your focus from break/fix service to the next generation,
future of service
• What to do when there aren’t vendors to support innovative, future-
looking service initiatives; working with your team to build service
technology in house
• Ensuring your partners and your organization supports your efforts
in revolutionizing service
Interlog Summer Day Two Tuesday, June 14, 2011
5Sponsored By:

Track A: Repair & Reverse Logistics Optimization Track B: Global Parts Planning & Logistics Optimization
1:35 Chairperson’s Afternoon Address
1:45 PANEL: Uncovering Hidden Inefficiencies In Your Repair
Operations
Bruce Shadmehri
VP of Support Operations
NetApp
Sam Mikles
Director, Service & Support Operations
EMC/BRS Division
• Working with your repair partners on stronger root cause analysis and
deep level engineering
• Examining your relationship with contract manufacturers to see where
you can minimize dependence on CMs
• Reducing touch points and test times to streamline efficiencies
• Expanding the use of repair partners to include other assets
2:20 The Challenges Of Realizing The End-To-End Support
Promise
Jose Bernal
Vice President of Strategic Development
Flextronics RTS
• Outlining internal findings from a Flextronics RTS perspective in
developing a true end-to- end offering (including the Firedog experience)
• Sharing external industry players’ feedback from the Interlog Winter
conference
2:55 PANEL: Maximizing The Benefits Of Outsourced Repair
Operations
Ken Ueltzen
VP Business Development
Cokeva Inc.
Ron DuRoss
Senior Director of Operations
GSS, KLA-Tencor
12:35 Lunch For All Attendees
Chairperson’s Afternoon Address
Reducing Lead Times From Suppliers On A Global Basis
Bob Perlowski
VP of Supply Chain Management
Siemens Building Technologies, Inc.
• Explaining why there was a need to lower lead times from suppliers
when buying from multiple different regions throughout the world
• Uncovering what is causing lead times to be higher than necessary;
creating a plan to lower lead times
• Negotiating with suppliers on consignment arrangements and stocking
programs
• Monitoring the performance of your supplier lead time reduction
strategies for long-term effectiveness
Increasing Your Bottom Line With Lean Planning Solutions
Chris Adam
Director of North American Sales
ReSolve
Omur Bagci
Director of Global Service
ReSolve
PANEL: Positioning Inventory Strategically To Combat Rising
Fuel & Transportation Costs
Mark Brienzi
Worldwide Director, Service Parts Supply Chain
Additional panelists to be confirmed. Check www.interlogsummer.com
for speaker updates.
• How are rising fuel costs impacting your service supply chain?
• Analyzing why many manufacturers are shifting to a lower number of
parts and spare locations across the globe
• The balancing act: Determining how to alter your logistics and inventory
stocking strategy to save costs as fuel costs continue to rise
• Creating a long-term plan to continually evaluate the effectiveness of
your supply chain based on transportation cost and customer demand
#5 Minimizing Returns, Service, And Support Issues By
Uncovering The True Issues With Your Devices
Jon Heller
Senior Director, Quality Management & New Product Introduction
LG Electronics
• The secret to success: early attention to the true issues of the device
• Extracting the right data, collecting it, and using it to understand the
underlying issues of your devices
• Looking at prevention and development goals as a strategy for
better overall service, support and returns management
#6 Optimizing Your Latin America Service Logistics Infrastructure
Moderator to be confirmed. Check www.interlogsummer.com for
speaker updates.
• How is commercial demand driving the need for solutions in other
Latin American countries besides Brazil
• Determining how to decrease import, export and reverse logistics
processing time in Latin America
• Obtaining real time data visibility and automation of processes in
your Latin America Infrastructure
• Uncovering how to develop trade management expertise, build
relationships, and identify in-country solutions for your service infrastructure
3:30 Afternoon Refreshment Break & Opportunity To Network In The Solutions Zone
#7 Determining The Best Global Repair Options For Maximum
Value In Your Reverse Logistics Operations
Tom Young
VP Worldwide Customer Service
LTX-Credence
• Evaluating your global repair needs; where are inefficiencies in your
current operations?
• How do your repair needs on a global basis differ from that on a
domestic level? Do you need to work with different repair vendors
for global and domestic needs?
• Determining how best to work with contract manufacturers and
repair vendors across multiple countries
• Debating the benefits and detriments of depot repair and onsite
service options for your global service operations
• Implementing and integrating necessary repair options into your
global service infrastructure

4:35 VP Think Tank Executive Summary
Rusty Walther
VP Technical Services,
Storage Works Division
Hewlett-Packard
Find out the most important strategies uncovered from June 13th’s VP Think Tank and how heads of service parts logistics plan to restructure their business
for continued growth and higher customer demand. Get the facts you need to make sure you’re contributing to the bottom line.
4:55 Cocktail Reception
After a day packed with learning and brainstorming, it’s time to relax with a cocktail or two! Have a drink with colleagues old and
new, build bridges across companies, and develop the professional networks that can help you and your service business in years to
come. The key relationships mean the next time you have an issue; you can just pick up the phone to a colleague and hash out a solution.
Don’t forget to bring your business cards!
6:00 Conclusion Of Interlog Summer Day Two
4:00 Competing With Third Party Competition In Field Service
And Customer Support: A Durst Case Study
Timothy Saur Ph.D.
VP/COO
Durst Phototechnik, AG North America
• Examining the encroachment of third party service companies into OEM
service
• Employing a unique strategy to fight third party service competition off
• Ensuring the long-term value and success of your service organization as
you compete against third party service providers
CASE STUDY: Next Generation Parts Planning
Implementation
Mark Hessinger
Gerber Scientific
• Exploring the need to purchase advanced tools to do parts planning
better
• Determining how third parties can augment your team and create a
tactical parts planning strategy for your organization
• Choosing which vendors to work with to best meet your next-
generation parts planning strategy
• Looking forward instead of backward to plan differently: examining
install base locations, service levels, parts bill of materials, and more
Interlog Summer Day Three Wednesday, June 15, 2011
7:45 Breakfast & Networking
8:30 Chairperson’s Opening Address
8:40 Expanding Service Innovation To Creating Predictive
Customer Software Applications
Ed Bonefont
• What are the next revolutionary steps after implementing predictive
monitoring and predictive service?
• Using predictive data to provide software to customers that can
better predict operations in their laboratories
• Determining how to position new service application products to
your existing customers
• Ensuring innovation is always front of mind to ensure you provide
maximum value to your customers
9:15 GUEST SPEAKER: Lessons From The Military On Reverse
Logistics
Col. Joseph Walden
Director
Supply Chain Research Institute
9:50 Using Learning Initiatives To Drive Improvement &
Effectively Grow Into Adjacent Markets
Erik Alberts
Senior Manager, Service Operations Customer Assurance
Cisco Systems, Inc.
• Enabling your broader organization to learn from all past experiences
and drive improvement
• Identifying and prioritizing best practices; determining how to
effectively share them with the entire organization
• Describing how large organizations can use learning initiatives when
adding new services or clients
10:25 Benchmarking Polling Session
Interlog Summer’s Benchmarking Committee is
crafting key areas for benchmarking among your
peers. We will notify you before the conference so you
can bring to the event your benchmarking data – what
a valuable homework assignment! Then through an anonymous
polling session, we’ll gather your benchmarks and, after the event,
analyze and share with you the results of the benchmarking study. This
year we will be breaking the results down by industry and company
revenue so you can really compare apples to apples!
Is there an item that would be valuable for your organization to
benchmark? Contact Sara Mueller at 239-431-6328 or
sara.mueller@wbresearch.com
“The Interlog Summer Benchmarking Study is a valuable
tool for getting commonality on measurements to
effectively benchmark your organization’s performance
against others.” – Mark Hessinger, Executive Director, Worldwide
Customer Service, Gerber Scientific
10:55 Morning Refreshment & Networking Break
7
More
Value
Timothy Saur Ph.D.
VP/COO
Durst Phototechnik,
AG North America
Mark Hessinger
Executive Director,
Worldwide Customer Service
Gerber Scientific
Congratulations on yet another successful
Interlog event. I got nothing but positive
feedback from the attendees I met and I found
the speakers very informative
- Tom Dannemiller, Former Director of Operations, TDK Lambda
Sponsored By:

Interlog Summer is your source to learn what your manufacturing peers are up to in the service parts supply
chain industry. Visit www.InterlogSummer.com to gain access to exclusive Interlog material, from a
preview of the 2010 Service Supply Chain Benchmarking Study to past presentations, white papers, video
interviews, and more. Now you don’t have to wait for the conference to start gaining innovative ideas and
fresh perspectives on the reverse supply chain!
11:25 Interactive Roundtables – Choose Two (45 Minutes Each)
This roundtable format offers you the opportunity to brainstorm and
exchange ideas in an intimate setting…totally off the record…Find out
what your peers are really doing!
#1: Moving To A Co-Shoring Service Model To Enhance
Customer Satisfaction
Steve Blaz
President and CEO, Strategic Business Consulting,
Global Service, Support, and Operations
• Defining what co-shoring is; what companies utilize this service
model?
• Why are manufacturers finding the need to move front end
customer facing operations back into the United States
• Outlining the benefits vs. detriments of a co-shoring service model
• Uncovering how co-shoring has contributed to increased customer
satisfaction
#2: Protecting Your Brand: What Is The Best Use Of Returned
Products?
Mark Moran
Director of Logistics and Customer Care
Jawbone
• Debating the right thing to do with your returns as you get them
• Identifying the options available for your returned product, from
refurbishment to selling to eBay?
• How does what choice you make impact you financially as well as
impact your brand?
• Enhancing your supply chain to manage return product while
delivering great service
#3 Medical Device Specific Roundtable
Moshe Azoulai
Installation and Logistics Manager
Elekta
This roundtable offers medical equipment manufacturers the unique
opportunity to share their struggles and successes in reverse logistics
and the aftermarket supply chain. What specific challenges does the
medical device industry face that other hi tech manufacturers may
not? How are you best able to meet your customers’ unique service
needs? By talking with your direct peers, you will find the answers!
#4 A Single Global 3PL Service Parts Partner: Reality Or Myth?
Greg Tietgens
Manager, Global Logistics
Hitachi Data Systems
#5 Identifying New Revenue Generating Areas For Your Service
Business
Mark Hessinger
Gerber Scientific
• Uncovering untapped areas within your service business that can
lead to increased revenue streams
• Parts and consumables: Implementing different programs to gain
market share and regain lost customers
• Service contracts: Exploring different combinations of entitlement
and service offerings
• Effectively promoting revenue-generating areas in service to
maximize profitability
12:55 Service Supply Chain Awards Luncheon
Let’s celebrate our successes and strengthen our community of
dedicated logisticians! Nominate your colleagues, and don’t forget to
bring your team to support you when you take home your award!
For more information, see page 2.
1:55 Identifying Actions And Metrics That Drive Service
Business Customer Satisfaction And Margins
Bob Ragusa
SVP Global Operations
Accuray
• Modeling your current and future business
• Identifying the key components of customer satisfaction and margin
• Determining actions to optimize your service business
2:30 Using The Siemens Production System For Continuous
Improvements Within The Service Supply Chain
Organization
Sabine Hausner
CPIM, Manager, CRM & Logistics
Siemens Industry & Building Technologies
• What is the Siemens Production System? Ensuring everyone has a
solid understanding of the system so it becomes part of your
organization’s core values
• Listening to what our customers are saying and engaging them to
make process improvements
• Explaining how the Siemens Production System was implemented
into the supply chain organization
• Developing a tool that allows for a closed-loop feedback process
with root cause analysis to lead continuous improvement projects
3:05 Conclusion Of Interlog Summer 2011
You’ve told us how
worthwhile interactive
roundtable formats are to
drill down deep into your
most critical challenges and
learn how your peers are
overcoming the same
obstacles you face. For
2011 we’ve added more of
these sessions throughout
each day of the conference
to provide you more value
Exclusive Service Logistics Content For Download

About Our Sponsors
9
Join Interlog Summer!
New Breed Logistics is a privately held,
third-party logistics provider that helps
companies design and operate efficient
supply chains. Our systems and processes
provide end-to-end visibility and help our clients leverage
information across divisions to gain value company-wide. Our
services range from distribution center operations and
transportation management to highly sophisticated, technology-
enabled solutions in aftermarket and service parts management
and delivery, reverse logistics and repair, manufacturing support,
business process improvement, and supply chain consulting. New
Breed’s reputation for excellence in implementing and operating
large, comprehensive programs that transform our clients’
businesses has earned us a host of industry-leading clients that
include:
• Avaya • Proctor & Gamble
• Boeing • Samsung
• Dematic • Siemens Medical Solutions
• Honeywell • Sikorsky Aircraft
• LG Electronics • Sony Electronics
• Logitech • U.S. Marine Corps
• Motorola • U.S. Postal Service
• Pratt & Whitney • Verizon Wireless
Boeing recognized our superior operational support with their
“Performance Excellence Award” four years in a row and the
“Supplier of the Year” award. New Breed’s infrastructure consists
of more than 50 distribution center operations across 10 million
square feet of ISO 9001, AS9100B, AS9120 and ISO14001
quality and environmental certified operations. We have more
than 7,500 employees including 500 logistics, IT, and engineering
professionals, and an industry-leading platform of integrated
logistics software applications.
As an integrated logistics provider, FedEx
SupplyChain executes solutions that
leverage the FedEx transportation and
information networks in commercial markets around the world.
The company provides integrated FedEx services for customers
with high-value products or complex supply chain requirements.
FedEx Supply Chain offers specialty logistics services that include
critical inventory logistics, transportation management and
temperature-controlled transportation through a network of
owned and managed resources – all tightly integrated via
advanced IT systems.
Baxter Planning Systems is the pioneer
and recognized leader in service parts
planning and optimization solutions.
Combining the hosted SaaS service model with our best-in-class
parts planning expertise ensures the aggressive pursuit of an
optimized and automated planning solution. The Prophet by
BaxterTM suite of integrated planning and execution applications
enables clients, large and small, to reduce inventory, lower
support costs, achieve industry-leading customer service levels
and maximize customer loyalty. Move from your current outdated
or manual planning practices to Baxter’s affordable automated
solutions that coordinate stocking to match customer
entitlement. Baxter’s tools can scale with you as you grow.
Seamless integration with your existing ERP systems such as
Oracle and SAP will tie the optimized inventory plan with your
logistics solution. We have the experience to solve parts planning
challenges via a secure hosted SaaS solution, while minimizing
the demand on your internal IT organization. Baxter is renowned
for industry-leading products, support that does not end when
the implementation is complete and outsourced planning services
that drive rapid ROI. Visit us at www.bybaxter.com or contact us
at 1-512-323-5959 to learn why Baxter Planning Systems should
be your supply chain partner.
Choice Logistics provides outsourced
service parts logistics services to meet the
unique challenges of mission-critical,
global service organizations. More than
400 strategic stocking locations (SSLs) around the world provide
24/7 same-day solutions and strategic inventory management.
Choice’s customized solutions help leading companies and
provide them with a competitive advantage in today’s
complex high tech marketplade. Avaya, Cisco, Dell, EMC,
Fujitsu, Hitachi Data Systems and others trust Choice as their
preferred global provider of outsourced logistics. To learn
more about Choice Logistics, visit www.choicelogistics.com;
call (800) 593-2108, or e-mail info@choicelogistics.com.
Cokeva (formerly Comtek Computer
Systems) is an industry leading third
party aftermarket hardware support
and services provider of high technology and complex
products. Our core competency is in providing high-quality,
cost-effective technical repair and supply chain solutions to
the high-value, mission critical commodities arena. In
business for over 20 years, we provide support to the
enterprise and networking appliances, semiconductor,
medical device and test and measurement equipment
industries. We value customer satisfaction, impeccable
quality, competitive pricing, and continuous improvement.
Cokeva maintains ISO 9001 and AS 9100 certifications and
operate an on-site Class 100 clean room facility.
DEX Systems, Inc. provides
world-class configurable
software solutions for
manufacturers and supply-chain service companies. The
scalable portfolio of software provides solutions for the
entire supply-chain with special emphasis on reverse logistics
including Returns, Repair, Recertification, Asset Recovery
and more. This software provides operations with the
needed controls to make sure that product is processed
consistently and efficiently, as well as management with the
visibility necessary to make informed business decisions.
DEX Systems’ industry-leading applications are proven to
yield lower operational costs, streamline processes and
maximize the utilization of valuable resources. These supply
chain applications have been providing solutions to Fortune
500 companies worldwide for more than 15 years.
ReSolve manages the reverse
logistics needs of technology-driven
companies around the world,
providing service spares inventory, efficient product returns
management, and the intelligent redeployment of assets.
Backed by Arrow Electronics’ long-standing track record as a
Fortune 200 company with proven global stewardship,
ReSolve delivers forward thinking solutions and reverse
logistics services with seamless supply chain solutions. In the
management of service spares, ReSolve’s reverse logistics
services provide real solutions to effectively meet
serviceability requirements, manage inventory obsolescence
issues, and provide a last-time purchasing option that allows
clients to concentrate on higher-value operations and
generating greater profitability for their organization. As an
entrepreneurial driven-company, ReSolve employs reverse
logistics experts who know how to identify and are quick to
seize market opportunities within the reverse logistics
market. Using a comprehensive set of service spares
management tools, ReSolve can eliminate inefficiencies in
the service spares environment through lean planning
techniques, inventory optimization best practices, intelligent
product reintroduction, risk management analysis, vendor-
managed inventory solutions, and unique kitting solutions.
The ReSolve team of reverse logistics professionals works
with your planning and forecast team to implement best-
practice service spares management techniques, developing
dynamic inventory solutions designed to bring your service
spares inventory under control.
RTS Flextronics’ purpose is to
serve our clients as the world’s
dominant integrated service
provider, enabling our customers to deliver full spectrum
technology solutions. Whether offering in-store consultation
and sales, in-home or office services & installation or remote
technical support, RTS provides customer service excellence
and positive brand reinforcement for our partners in every
transaction. RTS offers a suite of in-home services ranging
from TV and home theater installations to computer support
and software installation. With our remote services, RTS
experts can offer professional support without ever having
to step foot in your home. We offer a wide range of services
remotely to help you with everything from installing
antivirus software to optimizing your PC. For small to
medium-sized business, our suite of services, Email setup,
Data backup, and even PC diagnosis and repair can all be
performed remotely by a RTS professional, on a schedule
convenient to you. RTS' 25 years of retail experience
supporting major corporate partners has given us valuable
insight into the key elements of a vendor in-store
engagement. The secret to our success is our people. RTS
hires, trains, deploys and manages quality technical
customer service associates who understand and exceed our
partners’ goals while providing customer service excellence
in every interaction. As Flextronics first direct-to-market
brand, Firedog is setting the standard on remote & onsite
services for Consumer and Businesses alike across Audio,
Video, wired & wireless networking and PC solutions.
UPS is the world's largest package delivery
company and a global leader in supply chain
services. Its business unit, UPS Supply Chain
Solutions, offers transportation and freight,
service logistics and distribution, and
international trade services. Our service logistics business
provides our customers end-to-end global solutions with a
global I.T. system and a comprehensive network of global
facilities and capabilities to ensure your customers have as
little equipment downtime as possible. Our service parts
solutions - ranging from critical parts fulfillment to network
and parts planning, plus return and repair -- demonstrate
proven experience in a variety of industries, including high-
tech, aerospace, healthcare, automotive and industrial
manufacturing. UPS Supply Chain Solutions contact
information: Address: 12380 Morris Road, Alpharetta, GA
30005, Dial toll-free 1.800.742.5727, visit ups online: ups-
scs.com or email: info@ups-scs.com.
With +200 senior-level service logisticians
seeking partners and services to optimize
their reverse and parts supply chain,
Interlog Summer is the conference of choice
to monetize your time out of the office.
Interlog Summer offers a host of marketing
and business development opportunities to
demonstrate thought leadership, generate
demand and raise brand awareness --
amounting to a significant return on your
marketing investment! As a partner and
participant of our extensive event
promotions, you are certain to be front of
mind when most industry executives are
assessing products and services.
Only the leading service providers and
technology vendors need apply as
exhibition and sponsorship opportunities
are extremely limited.
Contact Carly Smiga, Sponsorship
Manager at (US) +1 646-200-7455 or
email carly.smiga@wbresearch.com
Sponsored By:

The National Association of Service Managers is the
oldest, professional nonprofit association of product 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 leadership and education to the
service executive, while developing their managerial expertise in the business and
organizations that they represent.
The Supply Chain Council, a global non-profit association, is the developer and
continuous innovator of the Supply Chain Operations Reference (SCOR®) Model.
SCOR® is the industry-leading process reference model used by hundreds of
companies to make rapid and dramatic improvements in supply-chain
performance.
Inbound Logistics’ mission is to provide today’s business logistics
managers the information and expertise they need to speed cycle
times, reduce inventories and get closer to their markets and
customers. By pairing old and new media, Inbound Logistics’ editorial delivers the
most up-to date supply chain information to help readers discover and create
wealth for their companies. Effectively managing Inbound logistics enables
today’s transportation and business logistics managers to work collaboratively to
reduce inventory, produce and distribute more efficiently, increase quality serve
customers faster and speed the cash-to cash cycle.
Field Technologies is the premier resource for the optimization of your field
workers, service, and assets. Field Technologies provides service, transportation,
and public works professionals with information on technologies including field
service software, mobile computing hardware, RFID, and M2M. For more
information, visit www.fieldtechnologiesonline.com.
Supply & Demand Chain Executive is the executive's user
manual for successful supply chain transformation, utilizing
hard-hitting analysis, viewpoints and unbiased case studies to
steer executives and supply management professionals through the complicated,
yet critical, world of supply and demand chain enablement to gain competitive
advantage.
Logistics Online serves the information needs of engineers,
planners, operational and financial managers, business
executives, consultants, elected officials, government personnel and others who are
involved in the industry. Reflecting the dynamic and interactive character of the
Internet, our community site is the most convenient source of technical, operational,
product, management and regulatory information available for the industry.
RFID Solutions Online is the premier sourcing site for
the RFID industry. Use our supplier directory, product
showcase, and offline search service to expedite your
discovery of new products and services. Our goal is to help buyers, like
you, identify and select suppliers.
Supply Chain Market is the premier sourcing site
for the supply chain industry. Use our supplier
directory, product showcase, and offline search
service to expedite your discovery of new products and services. Our goal
is to help buyers, like you, identify and select suppliers.
For over 175 years, The Journal of Commerce has
been the most trusted source of intelligence for
international logistics executives to help them plan
their global supply chain and better manage their day-to-day
transportation of goods and commodities in the United States and
internationally. This information is delivered through new, analysis, case
studies, and perspective pieces back by PIERS Global Intelligence Solutions
data.
SupplyChainBrain is the world’s most comprehensive
supply chain management information resource. In
addition to providing complete coverage of all fundamental supply chain
principles, SupplyChainBrain identifies emerging trends, strategies and
best practices, forwardthinking ideas, cutting-edge solutions and the
latest innovations - and continues to write and report on these as they
evolve and mature. SupplyChainBrain is for the high-level executive
concerned with managing risk, aligning the supply chain with corporate
planning, achieving competitive advantage, balancing customer demands
with the need to control cost, and improving the bottom line. The
industry’s most experienced staff and many well respected content
partners offer executive decision-makers a synthesis of many minds,
singularly focused and delivered in the medium they choose.
GoingToMeet.com is your preferred website for it is an
efficient guide to the most relevant, recent global events. It
links you to the event's website, thus letting you know how
you may participate (e.g. speaker, presentor, exhibitor). And a
contact us menu allowing you to communicate with event
organizer or GTM.
About Our Media Partners
What Interlog Summer Has That Other
Service Logistics Conferences Don’t
And What That Means To You:
Benchmarking Study Learn how your organization stacks up against your competitors to determine
where you are best in class… and where you need to improve
More Senior-Level Manufacturer You’ll learn streamlining strategies from your peers and competitors instead of
Speakers Than Any Event Of Its Kind hearing only vendor pitches
Workshop Focus Day Take part in granular solution defining in an interactive format led by industry
leaders to uncover strategies to drive cost out of your service supply chain
VP Think Tank Take part in very senior-level strategic discussion with other VP and higher level
executives to determine how to drive revenue and innovation in service
Service Supply Chain Awards Luncheon Recognize your colleagues and learn about their success stories in optimizing
parts logistics
Interactive Format With Multiple Workshop, Tailor your day at Interlog to overcome your most critical challenges with a variety
Track And Roundtable Choices of topic selections. Send your teammates to the concurrent sessions to ensure your
– More Selection Than Ever Before! company walks away with maximum reverse logistics strategies
Speed Networking Meet your fellow logisticians in a structured networking format to ensure you have
the conversations that can shave millions off your service supply chain costs
The Most Senior-Level Global Service Learn from and build a support network with the leaders in our industry to
Supply Chain Conference enhance your operations for the long term

Registration Information
Omni Los Angeles Hotel at
California Plaza
251 South Olive Street
Los Angeles, CA 90012
Phone: (213) 617-3300
Fax: (213) 617-3399
www.OmniHotels.com/LosAngeles
Sleeping Room Rate: $199.00
Single/Double Occupancy
Offer Cut Off Date: May 20, 2011
Interlog Summer has procured a special
conference rate of $199.00 per night (plus
tax). To book your reservations, call the
Omni Los Angeles at 1-800-The-Omni and
identify yourself as an Interlog Summer
attendee. Rooms are limited and are on a
first come, first served basis, so make your
reservations as soon as possible. After the
hotel cut off, May 20th, 2011, rooms may
still be available, so inquire with the hotel
if you have missed the cut off date.
*Third Party Service Providers include IT services providers
that support OEM equipment but do not offer other
supply chain solutions. This does not include 3/4PLs
The Omni Los Angeles Hotel at California
Plaza sits atop historic Bunker Hill in the
heart of downtown Los Angeles.
Downtown’s only four-diamond convention
hotel, the Omni Los Angeles Hotel features
luxurious accommodations and modern
conveniences to meet the needs of business
and leisure travelers alike.
The 17-story hotel captures the essence
and spirit of Los Angeles and provides easy
access to cultural and business
destinations. The Los Angeles Civic Center,
the financial district and the Staples Center,
as well as many of Los Angeles’ world-class
theaters and museums, are just minutes
from the hotel. Just 18 miles/30 minutes
from Los Angeles International Airport.
Please Note:
•
To secure your team discount, register online at www.fieldserviceusa.com or contact Bill Penney at 1-866-691-
7771 or bill.penney@wbresearch.com.
•
Team discounts must be booked and paid for at the same time. Team discounts do not apply to sponsoring or
exhibiting companies or non manufacturers.
•
All discounts are taken off the full conference price. No two discounts or offers can be combined.
•
Payment is due in full at the time of registration. Your registration will not be confirmed until payment is received
and may be subject to cancellation
•
CT Residents must add 6% sales tax to their registration fee
•
Presentations available are at the approval of conference speakers. Allow 3-4 weeks after event date for shipping.
•
For WBR’s complete pricing policy, including cancellation information, please visit www.interlogsummer.com.
*Third Party Service Providers include IT services providers that support OEM equipment but do not offer other
supply chain solutions. This does not include 3/4PLs
*Other includes any non-qualified manufacturer that offers supply chain solutions including but not limited to
software vendors, 3/4PLs, consultants, contract manufacturers, repair vendors, or any other company whose
primary revenues result from products/services for manufacturers in these areas. Worldwide Business Research
reserves the right to enforce the rate for non-qualified manufacturers.
Conference Pricing and Team Discounts
Venue Information
The Smile Train
For every registration received for Interlog Summer, WBR will donate a portion of the
registration fee to Smile Train. For more information about WBR’s involvement with
Smile Train, please visit www.interlogsummer.com.
Register and Pay
Before March 31st Full Price
Conference Pricing For Qualified Manufacturers $2,149.00 $2,349.00
Conference Pricing Per Person For Groups Of 2-3
Qualified Manufacturers $2,099.00 $2,299.00
Conference Pricing Per Person For Groups Of 4 Or
More Qualified Manufacturers $2,049.00 $2,249.00
Third Party Service Provider $2,499.00 $2,699.00
Other N/A $3,599.00
11
As you can imagine, my colleagues and I participate in
numerous events, trade shows and conferences every
year, but it’s a rare occasion that you have the conference
staff working with you as an extension of your sales
team. The matchmaking strategy your organization
utilizes for bringing participants together is a fresh and
rewarding approach.
- Mark S. Tsicouris, Director Business Development, Flextronics Global Services
Sponsored By:

June 13-15, 2011
The Omni Hotel
Los Angeles, CA
Exclusive Service Logistics
Content For Download.
See page 8 for details.
“Interlog Summer was extremely beneficial for me developing our global remanufacturing
and repair operations. Parts ended up being my leading strategy to improve our reverse
logistics operation and I have already convinced the executives of this.”
- Cable Best, Plant Manufacturing Manager and North America Repair & Remanufacturing Manager, Leading Consumer Audio Company
WBR
535 Fifth Avenue, 8th Floor
New York, NY 10017
When registering please provide the code above.
Your priority booking code is:
10866.005/MS
Attention Mailroom: If undeliverable to the addressee this time sensitive
information should be forwarded to the VP of Service Parts Logistics
Drive Revenue And Decrease Cost InYour
Global Service Logistics Operations
June 13-15, 2011 | The Omni Hotel | Los Angeles, CA
Register online at www.InterlogSummer.com
The Premier Service Parts Supply Chain
And Reverse Logistics Conference
Imagine sitting down with and learning from a
leading executive in the reverse supply chain
industry who has faced and overcome your exact
challenges. Now imagine there are 200 of them.
Can you picture a better networking scenario?
Register Now: CALL: 1-888-482-6012 or 1-646-200-7530 FAX: 1-646-200-7535
EMAIL: interlogsummer@wbresearch.com WEB: www.InterlogSummer.com
Register now and get to
participate in the 2011 Service
Supply Chain Benchmark Study
Join our group @ “Interlog”
Organized By:
Sponsored By:

Can’t make it to:
or afraid there is too
much information
to digest in just a
few days?
Get Access to hours of valuable
sessions and take-ways anytime,
anywhere...
Now you can view this outstanding conference
content on your PC or laptop with a CD-ROM that
puts you front and center at these informative
sessions. You'll hear our expert speakers as they
take you through the PowerPoint slides that
illustrated their talks.
This Session Content is available for a
fraction of the registration price.
You can view and listen to the content when
you want, where you want and as many times
as you want.
And if you attend Interlog Summer, this
Conference CD-ROM set is only $250!
(That’s a $580 value!)
VIP Package: $250
(Select any package to attend the event
and for an additional $250 get the
conference CD ROM*)
CD ROM ONLY: $580 *
*Presentations available are at the approval of conference
speakers. Not all presentations will be published. Allow 3-4 weeks
after event date for shipping.
This user friendly format allows you to:
• Gain valuable insight from your peers and
competitors in various Fortune 500 Industries
without leaving the office.
• Share with your colleagues at work.
• Stay up to date with the latest strategies, tactics
and trends in your industry.
Now you can share what you learnt at
Interlog Summer, with your colleagues.
Don’t leave them in the dark. Purchase the
CD ROM today!
Organized by:

InterlogSummer2011

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