8:00 Welcome Remarks

Jonathan Massoud,
Director Service Management IQ,
IQPC

8:05 Chairperson’s Opening Remarks

Bob Ticknor,
Vice President Business Development,
Qualtech Systems Inc

8:15 Leveraging “Force Multipliers” To Support Customers In An Economically Restrained Environment

Dick Frishkorn,
Managing Director Global Customer Field Support Group,
GE Aviation

Getting the most productivity out of your workforce with existing tools and technology is a challenge for us all. Exacerbated by diminishing resources and financial restraints 2009 has put leading service organization to test. In this session GE Aviation’s Dick Frishkorn shares how they’ve not only managed but have achieved success in today’s economy. Highlights include:

• Maximizing digital and manpower response tools
• Identifying strategies to segment your customer base and engage them accordingly
• Increasing your service levels and value with a fragmented customer base

9:00 Outtasking To Third Parties: Embracing The Experience

Erik Alberts
Senior Manager, Service Operations Customer Assurance
Cisco Systems, Inc.

• Outsourcing vs. Outtasking
• Value of each to a large technology customer
• A third party field engineering model approach
• Cost, risk & coverage optimization, outtasking onsite service while maintaining control of the customer experience
• Meeting continually rising end-customer expectations with recent and future capability development needs and the road ahead in this economy

10:15 Panel Session: Segmenting Your Market Place To Optimize Your Selling And Contract Renewal Opportunities

This year organizations have been multiplying and fragmenting their customer environments via targeting buyers or groups of buyers to increase revenue. As a service executive you need to ensure you’re targeting the most valuable customers by offering highly focused and integrated services. This requires your organization to define and manage segments in a way that helps it to clearly differentiate your unique selling proposition and the value you can offer specific groups of customers and your ability to engage them. Be sure to join us and see what your peers have done to increase market place reputation and drive improved financial performance to the bottom line

11:00Workforce Optimization Idea Xchange: Double Session

You’ve spent the morning listening to case studies and approaches to better leverage the latest technologies and strategies into your business processes. This is your time to take part in discussion you can’t get anywhere else. Meet and learn from your peers while gaining new perspectives on these critical issues. This is your opportunity to roll up your sleeves, get the answers and learn the best practices you came to Field Workforce Optimization for, as well as contribute to your colleague’s experience.

This is an opportunity to network with the industries thought leaders in workforce management, technology integration and project management to tackle your most difficult challenges in training, field force automation, third-party outsourcing and webbased tools in highly complex environments.

1:30 Enabling Technician Productivity: Integrating Machine Data With Multiple Field Service Systems

Richard Springer,
Vice President Customer Service,
Tomotherapy

• Exploring how remote connectivity can maintain and plan for a distributed workforce to transform their job description
• Developing more emphasis on extracting usable life out of products that are near the end of their lifecycle
• Impacting key customer metrics for quality of service and downtime avoidance

2:15 Identifying The Right Mobile Solutions For Your Organization: Outlining Gaps In Your Current Workforce Management Processes

Dennis Pappas
Senior Director of Service Operations
Hologic

With recent figures suggesting mobile Field Service Application adoption has reached early majority, service leaders such as Hologic that have benefited from an early start in their mobile strategy are leveraging their investments in mobile computing to transform their processes and widen their competitive advantage.

In this session, Dennis provides attendees with an unprecedented look at how they have taken advantage of their early start in the mobile field service journey and continued to adapt the mobile application in light of new businesses, processes and products. Pappas highlights key learnings from the first phase of Hologic's mobile field service deployment that began in 2003 and outlines the major technology and business process innovations implemented throughout their six year journey.

3:30 Panel Session: Effectively Partnering With Third Party Service Organizations

• Committing greater resources to emerging markets to avoid weak links in support
• Utilizing IP Video and other rapidly deployed technologies for the new markets
• Bridging your third-parties gap of skills and knowledge
• Absorbing your partners information and processes into your operations and vice versa

4:15Conclusion of Main Conference Day One