Field Service Europe 2014 (past event)
20 - 22 October, 2014
Movenpick Hotels, Amsterdam , Netherlands
Array
Day 3
08:00 - 08:40 Continental Breakfast
08:40 - 08:45 Welcome Remarks
08:45 - 09:00 Chairperson’s Opening Address
Christian Mader
Senior Sales ManagerEmpolis Information Management GmbH
09:00 - 09:20 Capitalizing On Service: A Cultural Tradition
Stefan Hatt
Group Vice President, Global Head of ServiceABB Power Systems
09:20 - 09:40 The Trends And Innovations That Are Changing The European Service Supply Chain
Oliver Lemanski
Global Manager Industry SolutionsTNT Express
09:40 - 10:00 Reinventing Service In A Declining Or Mature Market
• Targeting creative ways to increase service revenue
• Determining which additional offerings can be offered as part of your service portfolio
• Driving service delivery to be more efficient
10:00 - 10:40 Panel Discussion: Reinforcing The Intersection Of Field Service And Customer Service
• Understanding the impact that quality service has on customer satisfaction and on your bottom line
• Summarizing the aspects of your service that differentiate you and formalizing into best practices that all technicians should follow
• Marketing your company’s emphasis on quality service and delivery
10:40 - 11:20 Morning Refreshment & Networking Break
11:20 - 11:40 Delivering Added Value And Peace Of Mind Servicing Over A 24x7 Period
11:40 - 12:00 Approaches For Utilizing Service Management Analytics To Understand Customer Behavior And Reduce Business Churn
Michael Traeger
Sales ManagerIFS
12:00 - 12:20 Creating Lean Transformation In Service Operations
• Developing predictable and repeatable processes
• Improving visibility throughout operations
• Focusing on continuous improvement throughout the service organization
Stephen Bell
Service and Support DirectorHach
12:20 - 12:40 Leveraging Your Core Competencies By Outsourcing All Or Part Of Your Field Service Operations
• Analyzing the areas in which your service department excels and reviewing areas for improvement
• Determining which operations could benefit from outsourcing (technicians, management, training, dispatch)
• Ensuring all procedures, response times, and service fees are in place and in writing
• Gaining visibility into service performance and delivery to your customers
12:40 - 13:40 Luncheon For All Attendees
13:40 - 15:10 Roundtable Discussions:
Speakers:
Tim Baines Professor Operations Strategy Aston Business School
Matt Adams Service Director, Building Efficiency, Systems & Service Johnson Controls
Raffaele Lauria GFS Operations Fulfillment Leader GE Oil and Gas
Oliver Lemanski Global Manager Industry Solutions TNT Express
Michael Traeger Sales Manager IFS
Gert-Jan DenBoer Program Manager Mobility Field Service Alstom
Tim Baines Professor Operations Strategy Aston Business School
Matt Adams Service Director, Building Efficiency, Systems & Service Johnson Controls
Raffaele Lauria GFS Operations Fulfillment Leader GE Oil and Gas
Oliver Lemanski Global Manager Industry Solutions TNT Express
Michael Traeger Sales Manager IFS
Gert-Jan DenBoer Program Manager Mobility Field Service Alstom
In this session, you'll have the opportunity to attend two of the following discussions:
Table 1: Mobile Workforce Enablement: Devices, Apps, Platforms
Hosted by Steve Harding, Sales Director EMEA, Antenna Software, a Pegasystems business
Table 2: Topic TBD
Hosted by Oliver Lemanski, Global Manager Industry Solutions, TNT Express
Table 3: Topic TBD
Hosted by Gert-Jan DenBoer, Program Manager Mobility Field Service, Alstom
Table 4: Topic TBD
Hosted by Raffaele Lauria, GFS Operations Fulfillment Leader, GE Oil & Gas
Table 5: Topic TBD
Hosted by Matt Adams, Service Director, Building Efficiency Systems & Service, Johnson Controls
Table 6: Approaches For Utilising Service Management Analytics To Understand Customer Behavior And Reduce Business Churn
Hosted by Michael Traeger, Sales Manager, IFS
** additional roundtable hosts to be determined
Aston Business School
GE Oil and Gas
TNT Express
IFS
Table 1: Mobile Workforce Enablement: Devices, Apps, Platforms
Hosted by Steve Harding, Sales Director EMEA, Antenna Software, a Pegasystems business
Table 2: Topic TBD
Hosted by Oliver Lemanski, Global Manager Industry Solutions, TNT Express
Table 3: Topic TBD
Hosted by Gert-Jan DenBoer, Program Manager Mobility Field Service, Alstom
Table 4: Topic TBD
Hosted by Raffaele Lauria, GFS Operations Fulfillment Leader, GE Oil & Gas
Table 5: Topic TBD
Hosted by Matt Adams, Service Director, Building Efficiency Systems & Service, Johnson Controls
Table 6: Approaches For Utilising Service Management Analytics To Understand Customer Behavior And Reduce Business Churn
Hosted by Michael Traeger, Sales Manager, IFS
** additional roundtable hosts to be determined
Tim Baines
Professor Operations StrategyAston Business School
Raffaele Lauria
GFS Operations Fulfillment LeaderGE Oil and Gas
Oliver Lemanski
Global Manager Industry SolutionsTNT Express
Michael Traeger
Sales ManagerIFS
15:10 - 15:40 Afternoon Refreshment & Networking Break
15:40 - 16:00 Made To Serve: How Manufacturers Can Compete Through Servitization And Product-Service Systems
16:00 - 16:20 Streamlining Reverse Logistics Across The Product Lifecycle
- Long term parts availability and cost are the typical critical success factors.
- Service Organizations that deal with professional products with long product life-cycles would benefit most.
- How to manage this better across Product Life cycle.
- Resulting in higher Customer SAT, dramatic lower Logistics and Material cost, and better Spare Parts quality.
- Based on operationally tested concepts.
16:20 - 16:40 A Journey To Service Excellence
Five years ago, Aggreko service organisation was using a cumbersome manual process to assign and report engineers service activities. Moreover it was not allowing an on-time management and it was not satisfying neither our customers neither our engineers. It was not permitting as well to use, for management decision, the recorded data keyed in our ERP as inaccuracies and delays were severely affecting them.
To tackle those aspect, Aggreko, worldwide, decided then to start a necessary journey towards a more efficient, real-time service organisation implementing successfully in more than 60 countries a service mobile solution allowing our engineers to receive remotely their service orders, to fulfil the information on line by themselves (hours, parts, actions conducted). It was the primary crucial block of the service improvement strategy.
In parallel, we trained our teams on basic continuous improvement tools (Orange Excellence program) and trained few hundreds of persons on lean management (Black Belt) in charge of managing several continuous improvement projects leading for instance to a more efficient and safer depot organisation (Global Service Centre Certification), leading to numerous local improvement initiatives shared and adopted worldwide via the Black Belt network.
Aggreko has nowadays a much more solid service system which is permanently improved in order to reach Best-of-Class service organization level . Aggreko is continuing the journey towards excellent implementing in 2014 and 2015 in the main business units:
- Telemetry on our rental fleet;
- Remote Operation Control services allowing better service and proactive information to customers.
Combine these things helps to support Aggreko’s Net Promoter Score (NPS) position and customer satisfaction – as an aside we have the highest NP score in the world for B2B businesses using Satmetrix as the NPS vehicle - which is the most important.