The Warranty Management Summit 2009 is your opportunity to benchmark with like-minded executives who are experiencing the same challenges in controlling costs and warranty management initiatives. Key takeaways include: Aligning field headcount and associated labor expense to support warranty Exploring proven methods to develop accountability in your own organization Evaluating product lifecycle management in a down economy Exploring the benefits of a decentralized vs. centralized warranty chain Ensuring service consistency and fewer parts usage while yielding higher reliability This is your opportunity to network with the industries innovators and make their successes your own! For further information please visit our web page www.iqpc.com/us/warranty or contact Nisha Prasad at Nisha.prasad@iqpc.com

1. Register by August 7th and save $1,147!
Discover how our
speakers are tackling the
economic challenges of
6th Annual warranty management
WARRANTY and revenue
enhancement in 2009:
Michael Olmsted
MANAGEMENT
Vice President, North American
Services and Quality, Satisloh
Patrick Cabral
Director Global Technical Support,
Eaton Aerospace
Summit TM
Phil Tarvin
Sr. Director Global Support
Services, Varian Semiconductor
Dick Sweeney
Incorporating Service Design and Warranty into Vice President Manufacturing and
Operations, Keurig Inc
Your Product Lifecycle Management Initiatives Mark Hessinger
Executive Dir. Customer Service,
Gerber Scientific
September 29 - October 1, 2009 • Boston, MA Brian Lucyk
Senior Director Services Supply
Chain, Avaya
Michael Greene
Attend the 6th Annual Warranty Management Group Leader Product Service and
Support, Amway
Summit and walk-away with strategies to:
Bill Lange, Director for Warranty &
Services Administration,
✔ Leverage warranty information in quality assessment and Electrolux
support design Dr. Vasily Krivstov, Ph.D.
Reliability Engineering (Applied
✔ Develop robust contractual agreement processes with your Statistics), Ford Motor Company
component suppliers and create stronger supplier partnerships Dr. Bharatendra Rai
Professor of Business Statistics,
✔ Create metrics to assist engineering and procurement to select University of Massachusetts-
suppliers that perform well with warranty recovery Dartmouth, Electrical/Computer
Engineering
✔ Avoid competing priorities by centralizing and separating returns William Eliason
from forward supply chain operations Warranty & Service Finance
Manager, Sun Microsystems
✔ Effectively measuring compliance while ridding your workforce of Deb Whitten
Warranty and Life Cycle Manager,
non-compliance
Vermeer Manufacturing
Kris Calhoun, Manager Quality
Information, Harley-Davidson
Media Partner Don’t miss our webinar Phil Williams, Program Manager,
VTA
Streamlining Warranty Allocations
Joe Barkai
for Profit and Loss Practice Director - Product
available on demand on our website! Lifecycle Strategies,
Manufacturing Insights
www.iqpc.com/us/warranty • 1-800-882-8684

2. Who Should Attend:
6th Annual Vice President and Directors of:
WARRANTY •
•
•
Warranty Management
Customer Service
Technical Support
MANAGEMENT Customer Satisfaction
•
• Quality
• Manufacturing
• Reliability Engineering
September 29 - October 1 Summit TM
•
•
Product Marketing
Finance
• Risk Management
• Support/Call Center
Dear Colleague,
As we all know, after-sales service
advantage for many manufacture
is playing a vital role in building a
competitive Sponsorship and
rs in today’s economy. However as Exhibition Opportunities
number one concern for any orga cash flow is the
nization operating in today’s econ
your warranty processes increases omy - streamlining Sponsorship and exhibits are excellent
the accuracy of warranty claims and
reduces inventory, and helps capture tracking, opportunities for your company to
additional revenue by transitioning
environments to service contracts. from warranty showcase its products and services to
high-level, targeted decision makers
attending the Warranty Management
With a limited number of opportu Summit. IQPC helps companies like yours
nities to explore these issues and
challenges pertaining to warranty your daily achieve sales, marketing and branding
chain management the 6th Annual
Management Summit is your opp Warranty objectives by setting aside a limited
ortunity to tackle these issues to ensu number of event sponsorships and exhibit
immediate turnaround after your re an
return to the office! This year’s agen spaces – all of which are custom tailored
revised to explore the strategic chal da has been
lenges of integrating service and war to help your company create a platform to
product design to reach best-in-class ranty with maximize its exposure at the event.
performance.
Additionally, considering the hesitatio
n to invest in capital-equipment and Visit us on the Web to see what other
leading organizations are further leve technology, exciting and information-packed events
raging data analytics to revise busi
including sub-contracting labor to ness processes are being offered by IQPC. For more
third-parties, developing continge
forecasting back into development ncy plans and information on sponsorship and exhibiting
processes. Moreover, based on our contact Mario Matulich at 212-885-2719
industry research we’ve discovered in-depth
what senior-executives in service, or sponsorship@iqpc.com
and quality are focused on when manufacturing
it comes to warranty processes. Top
best-in-class performers include: initiatives of
✔ Depot and repair
✔ Extended warranty sales
✔ Reverse logistics About Service
✔ Optimizing extended warranty Management IQ
sales
Join us in Boston and learn how our A division of International Quality and
speaker faculty – the most innovativ
management practitioners in the e warranty Productivity Center (IQPC), the Service
industry – are evolving their warrant
streamline their third-party provider y operations to Management IQ focuses on all aspects of
s and customers around the globe service delivery for cross-industry service
Southeast Asia to right here in the from China to
United States! and support executives. By concentrating
research and topic development into
Mark your calendars for Septemb targeted programs such as Service Parts
er 29 – October 1, 2009. Seats are
to call 1-800-882-8684 to reserve limited so be sure Management, Warranty Management,
your spot today! Knowledge Management, Service Design,
Remote Service and Device Monitoring, Six
Sincerely, Sigma and Field Workforce Optimization
P . Don miss
we can ensure our attendees are receiving
.S ’t the most up-to-date topics and technology
our dynamic
discussions than anywhere else. Our
unique programs are tailored to the
orkshops!
Pr e-Summit W
specific needs of the service industry
Jonathan Massoud allowing for optimized takeaways and
Director or details!
Se e page 3 f
strategies that can be leveraged at your
Service Management IQ organization. For more information on the
Service Management division at IQPC
contact Jonathan Massoud at 212-885-
2787, or email at
2 www.iqpc.com/us/warranty Jonathan.Massoud@IQPC.com

3. PRE-CONFERENCE WORKSHOPS
September 29, 2009
9:00 am - 12:00 pm 8:30 am Registration
A Monetizing Warranty Benefits, Costs and Best Practices
Joe Patton, Chairman and CEO, Patton Consultants • Determine optimum warranty terms and conditions by evaluating
lifecycle benefits and potential profits in both emotional and
Many organizations do not understand the lifecycle benefits and costs economic terms
of warranties. Sales people want longer warranties because they • Motivate product and system improvements by accounting for the
think they will sell more products. Service often bears the costs costs of delivering warranty service to the responsible organization
because top management does not want to place the costs on the • Reduce future failures by improving design and production based
real perpetrators of failures. Longer warranties sometimes convey a on data collected through warranty claims
message of poor quality items that need frequent repairs, but in other • Assure quality that helps sell future products by setting standards for
cases can stimulate buyers to try a new product. Extended warranties authorized repair centers
can be very profitable to the insurance seller, but long warranties can • Gain business by effectively handling the transition from warranty to
be hazardous to service profits. Be sure to join us as Joe describes after-warranty service
how to determine the values with your financial costs and profits. In • Reduce costs of cheating in warranty systems by procedures that
this session you will learn how to: enforce honesty
12:15 pm - 3:15 pm Lunch will be served 12:00 pm Registration
B Improving Your Warranty Delivery And Performance Through Monitoring Customer
Satisfaction & KPI’s
Jean Bredeson, General Manager, Service 800 • Determining how your suppliers will be measured and the frequency
of measurement
The ability to view your warranty chain as a part of your entire service • Establishing the list of KPI’s by identifying the elements of materials/parts
organization can vastly improve customer satisfaction and the ability or services and creating a methodology for measurement
to improve service delivery as a whole. By leveraging your customer’s • Successfully obtaining data once the scorecard has been developed
perception of your service performance you can remain steps ahead of - Ensuring flexibility of scorecard metrics
not only your competitors but also your customers. In this session Jean • Improving tracking capabilities for parts repair histories
highlights how your organization can make the necessary steps to: • Optimizing accounts receivable and accounts payable to ensure
detailed tracking
• Consistently communicating results and developing a two-way
feedback system
3:30 pm - 6:30 pm 3:15 pm Registration
C From Design For Service To Quality Management: Incorporating Warranty Strategy In
Product Lifecycle Management
Joe Barkai, Practice Director - Product Lifecycle Strategies, • How leading manufacturing companies use warranty information in
Manufacturing Insights quality assessment and support design for serviceability practices
• Developing a framework that incorporates effective warranty
This presentation looks at the needs, business justification and best management strategies key to product lifecycle management
practices in incorporating warranty management as an integral part of • How do you disseminate a longer-term for upgrading and
your product lifecycle. Using market research data, the presentation troubleshooting
establishes the need for enhanced visibility to operation, failure and • Keeping up with fast rapid technology changes – no matter the
repair of fielded products. Highlights include: state of the economy
Key Findings from Our Research
Jonathan Massoud, responsible for all research and topic development for equipment and technology, leading organizations are further leveraging
IQPC’s Service Management division, conducted in-depth industry data analytics to revise business processes including claims enhancement,
research to uncover the main issues that service organizations are warranty allocations, reverse logistics and capturing additional revenue.
focusing their warranty management efforts on. The topics represented From a more strategic standpoint executives are focused on centralizing
on our agenda directly reflect the outcomes of that research. To better the warranty management chain, achieving customer satisfaction rates
understand and envision how organizations are utilizing warranties it can and better understanding how product sales and product support groups
be broken down to a couple strategic areas that transcend cross industry work together and align warranty support based on a common strategy.
to the heart of any service organization today. Developed from in-depth cross-industry research with your senior-level
The current economic turmoil, businesses, especially large ones have little peers, the agenda features both the strategic and tactical strategies to
choice but to focus on post-sale customer satisfaction and escalating develop standardized warranty management and tracking strategies for
warranty costs. Considering the hesitance in investing in capital- your organization.
3 REGISTER ONLINE AT www.iqpc.com/us/warranty OR CALL US AT 1-800-882-8684

4. MAIN CONFERENCE DAY ONE
September 30, 2009
7:00 Registration & Coffee - Contract definition
- Claims processing
8:00 Welcome Remarks - Accruals
• Building mutually beneficial internal and external relationships
Jonathan Massoud
and supplier trust amongst senior management
Director, Service Management IQ
IQPC
9:15 Streamlining Warranty Allocations for Profit and Loss
8:05 Chairperson’s Opening Remarks Michael Olmsted
Vice President North American Services and Quality
8:15 Centralizing Warranty Management Functions and Satisloh
Responsibilities Under Senior Executive Oversight Certainly the global recession has affected your utilization and field
Mark Hessinger resources and that affected how your organization has been
Executive Director Customer Service developing warranty budget allocations for improved visibility.
Gerber Scientific However a solution is often easier said than done and aligning
multiple product lines back to the factory and engineering
As warranty management becomes more and more of a focus for
departments is more complex for organizations with decentralized
service and support executives, it’s increasingly important to have
warranty processes. In this session Mike highlights how to effectively:
centralized oversight over your warranty management initiatives. • Set targets that business divisions need to reach and maintain on
This process ensures the appropriate level of executive
a yearly basis
accountability and ensures your service organization is integrated • Develop standardized rules that clearly define accountability
with product design functions for enhanced serviceability. In this • Define product descriptions and failures on claims
session Mark shares his experiences in: • Filter labeled failures and codes to the accountable source
• Quantifying the benefits of bottom-line impacts of centralization
• Developing and standardizing reporting structures to streamline
10:15 Networking Break
workflows
Track A Track B
11:00 Advanced Statistical Methods for Warranty Developing the Value Proposition to Effectively
Data Analysis Transition a Customer from a Warranty
Dr. Vasiliy Krivtsov, Senior Staff Technical Specialist Reliability & Environment to a Service Contract
Statistical Analysis William Eliason
Ford Motor Company Global Warranty Finance Manager
This session discusses statistical methods used for the analysis Sun Microsystems
and forecasting of warranty claims and the associated cost. With the growing focus on the global economy’s health, companies in
Particular attention is paid to the models offering meaningful turn are also closely evaluating their own profitability. One area for
engineering inferences from warranty data. Also addressed are potential improvement of profitability is product manufacturer’s
certain important practical aspects of warranty data collection warranty, which although considered as part of the product’s ‘cost of
and analysis, such as, for example, data "maturation" goods sold,’ can be a useful tool in transitioning customers to
phenomenon. The discussion is illustrated by case studies from upgrade or transition to post warranty service contracts. Valuable
Dr. Krivstov’s experiences. opportunities for improving service margins can be lost if the product’s
Participants will learn how to: warranty is not aligned with the potential up-sale of service support
• Extract engineering inferences from warranty data for the
contracts. In this session participants learn how to:
sake of continuous product improvement. • Understand of the relationships between initial product
• Avoid potential warranty costs by early detection of warranty and potential contract sales
emerging reliability concerns. • Establish an ongoing service relationship and revenue stream
Double Session
• Optimally allocate spare parts through the assessment of with the customer
Double Session
anticipated warranty repairs in calendar time. • Evaluation of internal data depicting trending of customer’s
• Predict required warranty reserve valuation of warranty and potential contract sales
• Understanding of the cost impact of different warranty terms
and durations
11:45 Part Two: Peer-to-Peer Warranty Data Analysis Panel Session: Optimizing Procedures and
Roundtable Session Methods on How to Capture Revenue in a
Session attendees will break up into small groups for in-depth Warranty and Service Contract Environment
discussions focusing on key takeaways early detection, spare William Eliason
parts and warranty reserves. Hear first hand about the Warranty & Service Finance Manager
solutions your peers are putting into place and what they’d do Sun Microsystems
differently in hindsight.
Michael Olmstead
Vice President North American Services and Quality
Satisloh
Mark Nagelvoort
President
PCMI Corp
Highlights include:
• Quantifying the right value for field service labor in your
contracts and warranties
• Overcoming the challenges of building cost into the selling price
- Creating more flexible pricing around your service contracts
• Exploring methods to connect extended warranties into
marketing campaigns
12:30 Lunch
4 REGISTER ONLINE AT www.iqpc.com/us/warranty OR CALL US AT 1-800-882-8684

5. 1:30 Best Practices in Global Semiconductor Process Managing Warranty Costs in South East Asia
Equipment Warranty Forecasting Michael Greene
Phil Tarvin Group Leader, Product Service and Support
Senior Director Amway
Varian Semiconductor As the world becomes a more global economy many companies are
Varian Semiconductor (VSEA) ships Ion Implantation systems to expanding into new regions to reach new customers. This expansion
Manufacturing locations around the world and most go to brings with it some unique service challenges as well as opportunities.
Asia. Managing warranty expense at VSEA involves cross This presentation examines some unique characteristics of the Asia
functional teams using data and tools from SAP and Lotus Pacific region starting with the strategic management of Amway's
Notes. Individual tools are tracked from initial manufacturing Durable Product Warranty programs Mike discusses the actions taken
assembly, final test, shipment to the customer, installation, to reduce service cost while enhancing the overall customer experience.
acceptance testing and during the warranty period. The Additionally this session highlights the:
process is data driven and teams are often incentivized to • Cultural expectations associated with service in Asia
reach assigned corporate targets. In this session Phil highlights • Unique challenges/opportunities of Multi Level Marketing in SE Asia
how your organization can improve: - Data collection / warranty cost assessment
• Aligning field headcount and associated labor expense to
- Customer interaction
support warranty - End user determination
• Quantifying monthly cost reviews by region, by product line, - Prediction of field reliability using small samples shortly after
by individual machine vs. budgeted targets product launch
• Field feedback on issues and aligning factory engineering - Front-end loaded product launch model
resources to resolve - Organizational structure benefits
Double Session
Double Session
- Application of lean 6 sigma tools in repair centers operations
• Cell vs Line repair model
- OEM warranty
• Customer financed service costs
2:15 Panel Session: Effectively Tackling Warranty Part Two: Tackling Global Warranty Initiatives
Forecasting in Today’s Economy Peer-to-Peer Roundtable
Session attendees will break up into small groups for in-depth
Kris Calhoun discussions focusing on specific various models of
Manager Quality Information international support and warranty delivery. Hear first hand
Harley-Davidson about the solutions that your peers are trying and what
Phil Williams they’d do differently in hindsight.
Program Manager
VTA
Phil Tarvin
Senior Director
Varian Semiconductor
In today’s economy you must improve your bottom line, and you
know that enhancing customer satisfaction through responsive
warranty and after-sales support will help you develop a customer
loyalty and improve your operational efficiency. An effective
warranty and service implementation needs to address warranty
forecasting, supplier recovery, and product quality improvement. In
this session our panelists highlight how to:
• Clearly outline results off of product trends
• Optimizing data on past warranty claims for similar products
• Fitting a statistical model early on in the production life cycle
• Building in flexibility and detail to derive true picture of
projected failure rates over time
3:00 Networking Break
3:30 Warranty Spend Forecasting for Failures Influenced 4:15 Panel Session: Quickly and Efficiently Formulating
by Calendar Month Seasonality Data Analytics
Bharatendra Rai Dr. Vasiliy Krivtsov
Professor of Business Statistics, University of Massachusetts- Senior Staff Technical Specialist Reliability & Statistical Analysis
Dartmouth Electrical/Computer Engineering Ford Motor Company
Automobile companies strategic, tactical and operational level Kris Calhoun
decisions involving warranty cost very often use warranty spending Manager Quality Information
forecasts that are developed using statistical methods. Sometimes Harley-Davidson
failure modes leading to warranty claims are influenced by seasonality Bill Lange
that need to be addressed while developing warranty spend Director for Warranty & Services Administration
forecasting models. This presentation discusses one such warranty Electrolux
forecasting model that has won 'Powertrain Innovation Technology
As we’re all aware data analytics is the science of examining raw data with
Award' at Ford Motor Company. Additionally, Professor Rai uses
the purpose of drawing conclusions about that information. Data analytics is
automobile warranty data to illustrate development of such a model
used in many industries to allow companies and organizations to make
using seven key variables. The model can be easily customized for
better business decisions and in the sciences to verify or disprove existing
products in other industries that are sold with warranty and where the
models or theories. However when it comes to warranty management and
claims are influenced by seasonality. From this case study participants
quickly evaluating and understanding what to look for can often be a
will learn the following:
• Implications of strategic, tactical, and operational decisions on
daunting process. In this session our panelists discuss their lessons-learned in:
• Developing the ability to anticipate environmental shifts
warranty cost • Calculating actual business problems
• How to develop baseline warranty forecasts from failure rates
- Supplier performance
and sales-ramp-up
• How to improve the accuracy of the forecasting model using
- Supplier recovery
- Systems – engineers
seasonality effect • Streamlining data accessibility and process requirement data
• Challenges and benefits of using the warranty data
• Consolidating old systems data together to be usable quickly
• Comparison with other methods that are used for warranty forecasting
5:15 Conclusion of Day One
5 REGISTER ONLINE AT www.iqpc.com/us/warranty OR CALL US AT 1-800-882-8684

6. MAIN CONFERENCE DAY TWO
October 1, 2009
7:30 Registration & Coffee 9:15 Sub-Contracting Labor & Warranty Management To
Third-Parties
8:00 Chairperson’s Opening Remarks Brian Lucyk
Senior Director Services Supply Chain
8:15 Optimizing Procedures and Methods on How to Avaya
Sell Extended Service Contracts
Outsourcing specific service solutions can often be a tricky matter.
Patrick Cabral In the session Brian shares his lessons-learned in working within the
Director Global Technical Support services supply chain at Avaya and shares his methods in:
Eaton Aerospace • Clarifying who assumes liability to your third-party
It’s clear that capturing recurring revenue adds value to your - Is it the customer/client or the subcontractor
• Exploring which areas of your warranty operations are most
business and that extended warranties can be exceptionally
valuable to the customer based on the packaging and delivery of vulnerable
your offering. However as consumers and businesses are cautious - Repair operations
of extending warranties in today’s economy there are many ways to - Returns
leverage and work through the convolution of distributors and - Spare parts and inventory
third-parties that may be involved in the delivery of your warranty. - Claims
• Pricing competitively without losing money: Understanding • Collaborating with third-party engineering and support functions
economies of scale to maintain core service and branding
• Creating performance assessment structures that encourage your • Quantifying tangible business value and identifying hidden costs
partners to buy into your business goals - Work retained internally
• Using tools such as review cards, open conversations and - Initial knowledge transfer and training
integrated information portals to optimize collaboration - Transitional headcount
• Assessing the investments required to create extensive and
effective collaborative partnerships 10:15 Networking Break
Track A Track B
11:00 From Start to Finish – Developing a Streamlined Effectively Driving More Accountability to Your
Warranty Recovery Program Suppliers
Phil Williams Deb Whitten
Warranty Program Manager Corporate Warranty/Life Cycle Mgt. Manager
VTA Vermeer Corporation
An efficient warranty recovery program can be a source of With all the negative hype of economic conditions from the media,
savings from monetary reimbursements, credits, reallocation of it is easy to understand why sales are low. Your warranty expense
resources, and additional efficiency improvements across the as a percentage of sales goes through the roof and it is essential to
board. In this double-session workshop Phil walks us through have properly accrued for your warranties. In these difficult times,
numerous transportation case studies that will transcend it is more critical than ever to have signed agreements with your
industries to manage your warranty recovery program and how suppliers and have a good understanding of what you can expect
to achieve maximum efficiencies in developing an from a supplier when their purchased component fails. Does the
administration management program, staffing resources, supplier understand the application, are they willing to support
standardization, technology, record keeping systems, product their part in that application? Answering these questions correctly
Double Session
Double Session
recalls and program oversight. can greatly reduce an OEM’s warranty expense. With properly
applied components OEM’s can eliminate failures before they
occur, as well as increase support from the supplier for
reimbursement upon failures. In this session Deb highlights:
• Developing a robust contractual agreement process with your
component suppliers, create strong supplier partnerships
• Upon agreement of the suppliers to sign off on application
review, training the engineering and procurement groups to
focus on this area
• Initiating remanufacturing programs on rebuildable items with
core value to drive warranty expense reduction and more
affordable post-warranty options for customers
• Creating metrics to assist engineering and procurement to
select suppliers that perform well with warranty recovery and
actively participate in application review
Supplier Accountability Roundtable Session
Session attendees will break up into small groups for in-depth
discussions focusing on specific various methods of training,
remanufacturing and supplier accountability. Hear first hand
about the solutions that your peers are trying and what they’d
do differently in hindsight.
12:30 Lunch
1:30 Having the Ability to Convey and Leverage Product design and engineering is a key area in which a company can
Technology at the Product Level: Design for develop a competitive advantage, especially on the service side of an
‘Supportability’ OEM’s product initiatives. In year’s past product design was solely focused
on the enhancement of product features, with a resurgence of service
Dick Sweeney
efficiency in a restricted economy, now more than ever the alignment of
Vice President Manufacturing and Quality
service and quality/engineering departments needs to clearly defined and
Keurig Incorporated
standardized. In this session Dick highlights strategies to:
6 REGISTER ONLINE AT www.iqpc.com/us/warranty OR CALL US AT 1-800-882-8684

7. • Developing methods and technologies that measure the to your service and support operations and profit and loss.
efficiency of your labor Highlights include:
• Developing senior-level accountability for the reverse logistics
• Ensuring your products have the proper web-based training to
provide for modular replacements operation
• Utilizing automated stock control of key SKU’s
• Taking advantage of technology and leveraging it to create a
• Increase and streamline knowledge transfer with engineering and
more efficient and effective workforce
• Looking at what will dramatically change in the next three years design
• Benefiting from advanced forecasting and measuring
to your product capabilities and design models
- Planning for staffing, seasonal flows and other support
2:15 Roundtable: Channeling Your Customers to Lower functions
Cost Offerings Without Reducing Customer • Streamlining communication with your suppliers/customers to
Satisfaction reduce the call volume in your support center
Joe Patton - Setting proper expectations for delivery
• Avoid competing priorities by centralizing and separating returns
Chairman and CEO
Patton Consultants from forward supply chain operations
As OEM’s are continuing efforts to maximize profits and gain 4:15 Quick Fire Session: 30 Ideas in 45 Minutes – Lessons
additional business service offerings need to be appropriately priced for Cross-Industry Manufacturers in Knowledge
and examined for quality and design to achieve the best possible Management
experience for new and existing clients. Of course you take into
consideration of the lowest cost on your customer’s behalf but Olga Martens-Stuurman
determining and identifying the underlying cost to your product Manager Global Support Content Organization
and your organization if often more difficult and hidden. In this Hewlett-Packard
focused roundtable session you have the opportunity to present Mike LeSavage
your unique challenges in this area to your peers for further Director Integrated Field Service
discussion and evaluation as well as add to your overall conference Baltimore Gas & Electric
experience. Alon Sagie
Solar Service Global Field OPS Director
3:00 Networking Break Applied Materials
3:30 Reverse Logistics: Optimizing Parts Tracking and Our cross-industry panelists will break down the business models,
Repair technological innovations and the latest implementations that have
had the greatest impact on their warranty management
Speaker TBD developmental initiatives. The panel also brainstorms next-steps and
In many manufacturing organizations developing a closed loop outlines key takeaways for the conference participants.
supply chain process with warranty support and reverse logistics is
neither well understood nor well managed. This session explores 5:00 Conclusion of the 6th Annual Warranty Management
best-practices in organizing an efficient warranty chain tied directly Summit
REGISTRATION INFORMATION
Qualified Manufacturers Register by 8/7/09 Register by 9/4/09 Standard Price
Conference Only $799 (save $200) $899 (save $100) $999
All Access Pricing $1,499 (save $1,147) $1,599 (save $1,047) $1,699 (save $947)
Workshops Only $549 each $549 each $549 each
Standard Pricing Register by 8/7/09 Register by 9/4/09 Standard Price
Conference Only $1,999 (save $700) $2,399 (save $300) $2,699
All Access Pricing $2,599 (save $1,747) $2,999 (save $1,347) $3,099 (save $1,247)
Workshops Only $549 each $549 each $549 each
Please note multiple discounts cannot be combined. Payment Policy: Payment is due in full at the time of
registration and includes lunches, refreshment and detailed
A $99 processing charge will be assessed to all
registrations not accompanied by credit card payment at conference materials. Your registration will not be Media Partner:
the time of registration. confirmed until payment is received and may be subject to
cancellation. The National Association of Service Managers is
MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC
* CT residents or people employed in the state of CT must For IQPC’s Cancellation, Postponement and the oldest, professional nonprofit association of
add 6% sales tax. Substitution Policy, please visit product service executives in the United States.
www.iqpc.com/cancellation Founded when service techniques were just beginning to be highly
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For information on team discounts, please contact IQPC Special Dietary Needs: If you have a dietary restriction, recognized as a sales and marketing tool. NASM is an organization
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©2009 IQPC. All Rights Reserved. The format, design,
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Reference: Please include the name of the attendee(s) and
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7 REGISTER ONLINE AT www.iqpc.com/us/warranty OR CALL US AT 1-800-882-8684

8. International Quality & Productivity Center
REGISTRATION CARD 535 5th Avenue, 8th Floor
YES! Please register me for New York, NY 10017
6th Annual
WARRANTY
❑ Main Conference
MANAGEMENT Summit TM
❑ Workshop(s): ❑A ❑B ❑C
❑ All-Access Pass
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❑ I cannot attend, but please keep me informed of all future events. New York, NY 10017
10518.004/D/NP
Register by August 7th and save $1,147!
6th Annual
WARRANTY
Attend the 6th Annual
Warranty Management
Summit and walk-away
with strategies to:
MANAGEMENT Summit TM
✔ Leverage warranty
information in quality
assessment and support design
✔ Develop robust contractual
agreement processes with your
component suppliers and create
stronger supplier partnerships
Incorporating Service Design and Warranty into ✔ Create metrics to assist
engineering and procurement
Your Product Lifecycle Management Initiatives to select suppliers that perform
well with warranty recovery
✔ Avoid competing priorities by
September 29 - October 1, 2009 • Boston, MA centralizing and separating
returns from forward supply
Don’t miss our webinar chain operations
Media Partner
Streamlining Warranty Allocations ✔ Effectively measuring
for Profit and Loss compliance while ridding your
workforce of non-compliance
available on demand on our website!
www.iqpc.com/us/warranty • 1-800-882-8684