Field Service USA 2017 (past event)
April 18 - 21, 2017
JW Marriott, Palm Springs, CA
1.888.482.6012
Service Advancement Workshop Day - Tuesday, April 18, 2017
Pre-Summit Networking Activity - Monday, April 17, 2017
Service Advancement Workshop Day - Tuesday, April 18, 2017
Main Conference Day One: Embracing Innovation To Enhance Your Service Organization - Wednesday, April 19, 2017
Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 2017
Main Conference Day Three: Building Blocks For The Future Of Optimized Service - Friday, April 21, 2017
7:30 am - 8:30 am Registration & Breakfast
8:30 am - 8:40 am Welcome Remarks & Ice Breaker
8:40 am - 8:55 am Chairperson’s Opening Remarks
8:55 am - 9:15 am The Future of Service: Taking on More and More Responsibility From the Customer
9:15 am - 9:35 am Optimization Of Preventive Maintenance Schedules In Field Service Operations
Complex technical systems, over their design life, are subject to preventive maintenance. Viewed as a field service activity, preventive maintenance is necessary to meet a system's reliability and availability (readiness) requirements. The question is what should be the optimal schedule of such preventive maintenance actions? Optimal in the sense that high frequency of these actions increases the cost of maintaining the system's operation but reduces the cost due to the system's downtime, while low frequency – decreases the cost system's operation but increases the cost of downtime. This presentation reviews mathematical (statistical) models that are used for preventive maintenance optimization. The discussion is illustrated by case studies from the author’s corporate and consulting experience.
9:35 am - 9:55 am Leading Change And Business Transformation In Field Services
You have decided your business needs to change. You may have already selected new software, signed a new client, or decided to add a new product to your portfolio. Before you get ready to launch your next big thing, you must assess the people side of the change and be sure your team is just as ready as your systems, methods, policies and processes. This session will address best practices in leading & sustaining change in a distributed field services organization. You will hear tales from the front line of business transformation and learn how to drive engagement and turn skeptics into believers.
9:55 am - 10:15 am Deliver Conversational Service On-Site To Elevate Customer Experience
Executive, Salesforce
10:15 am - 10:45 am Rules For Successful On-Site Support And Services Outsourcing
Joseph has a successful track record of delivering “Best-in-Class” support services through 3rd party outsourced suppliers. He’s consistently delivered significant YoY cost reductions (upwards of ~$50M annually) through global service supplier models and strategies deployment, contract negotiations, supplier consolidations, realignment and strategy changes in supply chain operations, and other strategies, all of which he will share with you in this workshop. Specifically, you’ll dive into:
•Improving and maintaining quality in an outsourced environment
•Managing cost effectively
•Scaling your global operations
10:45 am - 11:15 am Refreshment & Networking Break
Workshop A
11:15 am - 12:15 pm Building Your Business Using 3rd Party Partners (Distributors/Dealers)Chris built a strong start-up Chinese organization for North America through rapid expansion, utilizing a unique distributor channel strategy and joint ventures creating global value.
First, he’ll present a case study on how he accomplished this. Then you’ll work in small groups to discuss your top challenges when working with channel partners and the solutions others have used to overcome those challenges.
Workshop B
11:15 am - 12:15 pm We’ve Got The Data – Now What? Changing Your Field Service Delivery Model To Make A DifferenceThrough Aaron’s leadership, STG Tech Data reduced their mid-contract defection rate 90% with one change in their service management client interaction. What opportunities are you missing out on? Explore fresh ideas on how to make your data work for you, including:
• Interpreting and analyzing your data to uncover opportunities for change
• Examples of field sales and efficiency change that make a dramatic difference
• Changing your culture to continually use data to optimize your service organization
Workshop C
11:15 am - 12:15 pm Deploying Technical Information And Content Management Systems Globally
AGCO has embarked on developing and deploying technical information delivery systems as well as the foundational systems to create and manage content of our technicians, globally. This workshop is a case study of these development efforts, demos of the systems, and audience interactivity.
Workshop D
11:15 am - 12:15 pm Service Based Leadership – An Employee Engagement Strategy For SuccessIn today’s ever changing world, there remains one constant in businesses… the employee! Products, processes, tools, software all come and go, but the employees are always there to deliver. Are you, as a business leader, doing enough to support our employees? Make certain you are, and explore:
•What is service-based leadership and how can it be used to engage employees
•Ensuring clear and consistent communication across your entire organization
•Personal and professional development ideas that work
•Keeping your employees engaged through both times of success and times of struggle
Workshop E
12:15 pm - 1:15 pm Future Trends, Technologies And Their Impact On Field ServiceEmerging technologies – from IoT, to drones, to 3D printing – continue to impact field service. The 3D printing industry alone is anticipated to grow by more than 31 percent before 2020, generating more than $21 billion in global revenue (Wohlers). As these technologies evolve and new trends emerge, field service professionals must be equipped to use them to their advantage to become more efficient and effective.
In this workshop, learn more about how these trends and technologies will continue to impact the service supply chain. Discussion topics include:
•How field service organizations can successfully leverage drones, 3D printing and driverless cars
•The powerful role of analytics and data in after-sales service
•Potential regulations and roadblocks, and how to work around them
Workshop F
12:15 pm - 1:15 pm Uncovering The Benefits Of A Service Centric Approach
Increased customer expectations are having a major influence on field service across a wide array of verticals and making field service a focal point of business strategy. Customer experience and brand loyalty are increasingly the keys to ongoing revenue and commercial health. This workshop will explore the many business benefits of a service centric approach as well as highlight areas of focus to continually derive value as field services operations shift from static and tactical to agile and strategic. A range of examples will be presented to illustrate the value of moving to a service centric approach.
Workshop G
12:15 pm - 1:15 pm Workshop G: Service Transformation: The Opportunity Cost Of Doing NothingThe field service space is undergoing a massive shift thanks to disruptive technologies such as mobility, IoT and the cloud. Companies who fail to embrace this service transformation risk disruption and can become obsolete.
Join this workshop with Patrice Eberline, Author and VP Customer Transformation, ServiceMax-from GE Digital to:
• Uncover the impacts of service transformation within your business
• Learn about new tools and best practices to help you realize where you are along the service maturity curve (including industry benchmarks)
• Prioritize where you want to go and begin to develop your plan to get there
Workshop H
12:15 pm - 1:15 pm Attaining An Agile Field Service That’s Always Ready For The Next Big ThingIn this workshop, we discuss best practices in a unique way: we connect live with global service providers to share strategies and hear about lessons learned. We’ll discover how they overcome the continuous demand for process improvements – improvements that are necessary to reach customer-satisfaction goals and revenue targets and to adopt new technological capabilities that optimize overall business performance.
Gomocha facilitates this workshop and delivers the agile field operation straight into your hands. Topics we address during this workshop include:
•The seven drivers of ongoing change, better understood
•How the end-user makes adoption of change easy
•Flexibility and configurability are not requirements, merely a foundation
•Why software programming slows down your field operation agility
•What we can learn from agile field operation analytics
•Best practices from successful agile field operations
•Change a field process in just two days (if you can, it sets you apart from your competitors!)
Join Martin Knook for this enlightening workshop. His experience in designing and implementing solutions for global clients give him a unique perspective on field mobility.
Together, let’s GO for the Mobile Change – put a toolset in your hands, LIVE!
1:15 pm - 2:15 pm Lunch
Workshop I
2:15 pm - 3:15 pm Supporting Mental Health In The Field
The service industry ranks among one of the top industries for suicide rates. And given the nature of the job, it’s not easy to facilitate discussion around or be aware of mental health problems while your technicians are out in the field. Let’s come together to bring awareness to mental health issues and how we can build effective suicide prevention programs.
Workshop J
2:15 pm - 3:15 pm Configuring A Framework For Virtual Service
This workshop will explore beginning to end what is necessary for an effective virtual service program, including:
• What is virtual service?
• What technologies support it?
• How to build internal buy-in across all functions and demonstrate ROI
• Benchmarks & KPIs
• Building a road map for the long-term success and malleability of virtual service
• What is virtual service?
• What technologies support it?
• How to build internal buy-in across all functions and demonstrate ROI
• Benchmarks & KPIs
• Building a road map for the long-term success and malleability of virtual service
Workshop K
2:15 pm - 3:15 pm ROUNDTABLE: Transforming Your Customer Service Organization To Deliver Customer Business Outcomes
Workshop L
2:15 pm - 3:15 pm Training And Educating A Diverse WorkforceOnce you’ve gotten past the difficult task of hiring a good technician, you need to determine the best way to ensure he or she has the knowledge they need to service your customers efficiently. This can be challenging with different learning styles, scattered geographic locations, even different age groups. Jeff has worked with all levels of field organizations in training and process improvement and has a passion for helping individuals grow personally and professionally. He’ll work with you on:
•Establishing the best mix of hands-on class room and online training tools
•Varying education styles for different generational preferences
•Retention strategies that work
Workshop M
3:15 pm - 4:15 pm Zapping Field Service Zombies
Field service has long ushered mobile resources with little knowledge of how to perform certain activities (i.e.: zombies) into your homes, offices, and infrastructure locations. Come experience the tools that Oracle is providing to empower the mobile workforce with knowledge and the other tools they need.
Workshop N
3:15 pm - 4:15 pm Crowd Service - How To Master The Uberization Of ServiceNowadays we have IoT-connected lightbulbs, thermostats and even refrigerators and washer/dryers - things that are inteded to – things that are intended to last for a long time. And the IoT isn’t just impacting the way that companies build products, but the way they provide service and maintenance of the products.
Coresystems, a field service management software provider, believes that in 2017 and beyond IoT-connected products will make the delivery of continuously improved services as or more important than the product itself. As a result, companies need to morph from being product-based to real-time service organizations – or risk becoming obsolete. The challenge is how to fullfil customer's expectations. Coresystems will show you how to shift resources and create an Uber-like service company.
Workshop O
3:15 pm - 4:15 pm Taking A Stepped Approach To Automatic Scheduling
The benefits realized by fully automatic scheduling and optimization tools are undeniable. However, where this ‘hands-off’ approach may work for some enterprise organizations that are managing a large mobile workforce, the leap from paper to fully-automatic scheduling is a jump too far for many. A stepped approach is an easier way to manage the business change and ensure that you achieve your primary objective – getting the right technician to the right place at the right time with the tools to do the job, first time. Join this workshop to explore the benefits of taking a stepped approach to scheduling automation. We will also provide a demonstration of our semi-automatic ‘Intelligent Advisor’ tool, which is something few vendors provide yet many businesses prefer as it allows you to maintain a level of human interaction, control and trust.
Workshop P
3:15 pm - 4:15 pm Flawless Field Service At Your Fingertips: The Key To Maximizing Productivity, Customer Experience And Employee EngagementThe technology, the strategy and the proven results all in one killer hour.
As the world of service strives yet struggles to drive more efficiencies, more productivity and more consistency but for less cost, we take a look at the three most important areas within the service mix:
Productivity; Customer Experience and Employee Engagement.
Join Rebecca Barnett, VP Marketing and Customer Transformation, in what promises to be the fastest hour of the show.
We will introduce you to the latest in field service analytics and how it can transform your service operation within months. 30% increases in productivity, zero attrition, and customer experience scores through the roof are just for starters…
Join the Cognito iQ crew and unleash the untapped potential in your field service team.
4:15 pm - 4:45 pm Afternoon Networking & Refreshment Break
Workshop Q
4:45 pm - 5:45 pm Building A Successful Self Service ePortal
Gain new ideas to help your customers help themselves. Your learn about the development, implementation, and enhancement of Intuitive Surgical's successful eService portal, and explore:
• Shifting customer support workload away from onsite service
• Accessing customer networks and defective machines remotely
• Increasing problem avoidance with service desk resolution and remote resolution
• Shifting customer support workload away from onsite service
• Accessing customer networks and defective machines remotely
• Increasing problem avoidance with service desk resolution and remote resolution
Workshop R
4:45 pm - 5:45 pm Planning For Exceptional Service PerformanceThe purpose of this workshop is to engage the audience in identifying the current employee and vendor challenges that prohibit their business’ ability to provide Exceptional Service to their customers and to introduce the Universal Services Framework as a means to overcome these challenges and elevate the Service Performance to extraordinary levels.
You will have the opportunity to express your current vendor and employee challenges and also to learn from each other in shared dialogue. Then Tom will provide a framework that you can immediately use to address employee and vendor challenges. The Universal Service Framework is an easy to use “off the shelf” model that businesses can use to plan and drive exceptional performance in their company.
Workshop S
4:45 pm - 5:45 pm Setting The Vision And Strategy To Turn Service Into A Growth Engine•Determining which service and growth models best suit your organization
•Validating what your customers truly want; aligning customer value with your business
•Establishing and communicating the growth strategy and vision of service to your organization
Workshop T
4:45 pm - 5:45 pm PANEL: Increasing Collaboration And Effectiveness Of Your Global Teams
Speakers:
Jeff Gafner SVP Of Engineering & Service BW Papersystems
Paul Davy Senior Global Director, Instrument Service Group Pall Life Sciences
Dave Carlsen Director Of Field Service BW Papersystems
Mitch Grimes Director, Service Transformation, Global Services Ingersoll Rand
Denny Cahill VP Lifecycle Services Emerson Automation Solutions
Moderator:
Conrad Hofmeyr Founder & CEO JourneyApps
Jeff Gafner SVP Of Engineering & Service BW Papersystems
Paul Davy Senior Global Director, Instrument Service Group Pall Life Sciences
Dave Carlsen Director Of Field Service BW Papersystems
Mitch Grimes Director, Service Transformation, Global Services Ingersoll Rand
Denny Cahill VP Lifecycle Services Emerson Automation Solutions
Moderator:
Conrad Hofmeyr Founder & CEO JourneyApps
As Thomas Friedman wrote in 2005, “the world is flat.” Your customers are located across the globe, and now so are your teams. It can be an ongoing balancing act to manage them effectively, but this panel will shed some light on the “how to’s.”
First the panel will discuss:
• Overcoming challenges when managing a global team, especially technicians traveling internationally
• How to successfully collaborate and get your business units to work together as one
• Thinking globally, acting locally – what this means for service
Then, they’ll answer your questions and have the audience share some of their own best practices as well. You’ll be working more effectively with your global teams in no time.
First the panel will discuss:
• Overcoming challenges when managing a global team, especially technicians traveling internationally
• How to successfully collaborate and get your business units to work together as one
• Thinking globally, acting locally – what this means for service
Then, they’ll answer your questions and have the audience share some of their own best practices as well. You’ll be working more effectively with your global teams in no time.
5:45 pm - 11:59 pm Casino Night Reception
Hosted by MapAnything & Hitachi Solutions
Sip martinis as you try your luck at blackjack, craps, or roulette. The more you win, the greater your odds to win a hotel stay in Las Vegas!
Sip martinis as you try your luck at blackjack, craps, or roulette. The more you win, the greater your odds to win a hotel stay in Las Vegas!