Field Service Forum 2015 agenda

2015 #fsf2015

YOUR ESSENTIAL EXECUTIVE TOOLKIT Sheraton Airport, Amsterdam, The Netherlands, June 2nd - 3rd 2015

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Join us on:Find out more at www.fieldserviceexcellence.com@ Field Service Excellence

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2nd Annual

Partners 2015 Media Partner 2015FIELDSERVICENEWS

BENCHMARK YOUR

SERVICE OPERATIONS

Presents

www.fieldserviceexcellence.com

New Features

In addition to the traditional formats of Copperberg conferences, we will provide new and developed features to ensure your conference experience is maximized and as interactive as possible so you can come away with the most relevant information.

PRE-CONFERENCE WORKSHOPS - Limited Seats Available!The pre-conference workshops are a new and exclusive feature which gives you, as a participant, the ability to kick start the conference with a focused and content-heavy session where you will be able to both learn and share experiences around best practices.

LIVE CASE STUDYThis session will take you straight into a manufacturer’s field service operations. The case study will start with an overview of a challenge encountered by the manufacturer; then, the session will take a look at IT solutions the manufacturer sourced to overcome the challenge and its implementation. After, manufacturer will give an insight into the results and ROI. Finally, the session will finish with a testimonial from the manufacturer’s customer about the new service improvements.

THE FIELD SERVICE STUDIOBased on an American-style talk show, the Field Service Studio will see a host invite 4 service thought-leaders as special guests and conduct individual 7 minutes interviews before moving on to a more traditional panel debate discussion, where hot topics will be analysed from every angle. The studio will end by taking questions directly from the audience.

Editor`s noteFollowing the success of our launch event, we are very pleased to welcome you at the Sheraton Amsterdam on June 2nd - 3rd, 2015 for the 2nd Annual Field Service Forum. Up to 200 service leaders from across Europe and industries will meet over two days of interactive education and structured networking to benchmark their service operations.

The launch event showed that most organizations are on the right (and similar) path, but the road to success is still full of opportunities. There is a common need to build a stronger structure behind the service business to truly change the function from a cost to a profit centre. Many organizations are seeing the big picture, but unable to execute the critical steps towards full service transformation.

One of the most agreed steps is the approach towards the field engineer. No other employee in a manufacturing organization has the face time nor the trust from the customer; field engineers are truly the face of their organizations towards the customers. As such, they can become a powerful weapon whose soft skills need to be explored to develop the commercial competence to push new sales and generate leads.

There is also a lot to be done to make field operations more efficient, and not only through IT solutions. Looking at standardizing the service business will go a great way to improve roll outs of strategic initiatives and of having a better visibility of resources, which will ensure to meet service level agreements.

There are additional areas such as managing a global workforce, implementing mobility and other technologies like wearables, creating a process to capture knowledge, or further exploring remote diagnostics to develop proactive maintenance that are also critical to the success of a field service business.

If you want to benchmark with your peers on how these topics are being dealt with, make sure to attend the 2nd Annual Field Service Forum next June in Amsterdam.

Sincerely,

Thomas IgouContent DirectorCopperberg

http://www.linkedin.com/in/thomasigou

https://twitter.com/tomigou

Field Service Forum 20152

25% were partners

showcasing their tools, solutions and products to support

our delegates


Participants Profile

75%were end users

looking for new ideas, processes, and

solutions

150+ participants attended our launch event

Job TitlesGlobal Head’s, VP’s, Directors of:

Geographic Breakdown

Sweden 18%

The Netherlands 18%

UK 13%

Germany 8%

Switzerland 8%

Denmark 7%

Belgium 6%

Italy 5%

Finland 5%

France 3%

Spain 3%

Rest 6%

Speaking Organizations

AB Volvo PentaABBAgustaWestland SpaAirbusAlcatel-LucentAlfa LavalAlfa Laval Aalborg Nijmegen B.V. Alstom Power AGAndritz Feed & Biofuel A/SrAntenna (Pega)ASMLAtlas Copco Industrial TechniqueAVL List GmbHBentecbyBrickCase New HollandCaterpillar Inc.ClickSoftwareCoca Cola EnterprisesCognizantCoherent Kaiserslautern GmbHCoresystems AGDeLaval InternationalDeLaval ManufacturingDelphi Diesel SystemsEmbraerEricsson AB ESABFabio PeriniFlowserve Hamburg GmbHFLSmidth

FortumGD SpAGE Oil & GasHartridge Ltd.Heidelberger Druckmaschinen AGHiabHoneywell Scanning & MobilityHowdenIFSIstec International B.V.Itos Technology, S.LIVECOKMT Waterjet SystemsLely International N.V.MAN Diesel & TurboMarelMarioff Corporation OyMetso AutomationMettler Toledo ABMulti Phases Meters ASNACCO Materials Handling GroupNestle NespressoORBOTECH SAOutotec GmbHPalfinger Dreggen A/SPall InternationalPhilips HealthcarePon Equipment NetherlandsQuintiqRolls-Royce Marine ASRÖSLER Benelux BV

Saab / Hitt TrafficSandvik Materials Technology ABSanovo GroupSAPScania TrucksSemco MaritimeServiceMaxSidelSiemens AGSiemens Wind Power A/SSKF Global Segment Pulp & PaperSwisscom Ltd. IT, Network & InnovationTerex Aerial Work PlatformsEMEARTetra PakTOA TechnologiesTomra SystemsToughshieldToyota Motor EuropeTrimble Field Service ManagementTTS Marine ASVacon PlcWeidmüllerWelch Allyn Wennstrom Fuel Systems ABVestasVolvo PentaWärtsiläXeikon

Participating Organizations

Field Service Forum 2015 3

Service

Field Service

Customer Service

Maintenance

Operations

Field Support

Sales & Marketing

After Sales

Customer Operation

n 12.40 Pre-Registration

n 13.00 PRECONFERENCE WORKSHOPS - Limited Seats Available!

The pre-conference workshops are a new and exclusive feature which gives you, as a participant, the ability to kick start the conference with a focused and content-heavy session where you will be able to both learn and share experiences around best practices.

n Workshop A - Mobility

In this interactive workshop, you will learn about to best integrate mobility solutions to create a mobile workforce that will enhance the value of your service offerings to your customers.

n Workshop B - Knowledge Management

In this interactive workshop, you will learn about how to track knowl-edge of your team, how to rollout/share knowledge, and how to share known issues so you can capture the knowedge.

n 15.30 How to improve your margin on Full Service & Repair Contracts

n 16.10 Live Case Study

This session will take you straight into a manufacturer’s field service operations. The case study will start with an overview of a challenge encountered by the manufacturer; then, the session will take a look at IT solutions the manufacturer sourced to overcome the challenge and its implementation. After, manufacturer will give an insight into the results and ROI. Finally, the session will finish with a testimonial from the manufacturer’s customer about the new service improvements.

n 17.10 Evening Networking Program

The evening networking program is your opportunity to meet and network with your peers in a cozy and relaxed atmosphere, to push the discussions deeper and make contacts that last a lifetime.



Agenda 2015Tuesday - June 2nd 2015

Discussion points:

•Growbysellingabroaderserviceproductportfolio

•Strategytoretainandincreasepercentageofservicecontracts

•Howtobindcustomerstothemanufacturerandensuretheyuse accredited dealers

•Balancingcustomernumberincreasevs.fieldtechnicianinvestmen

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15.00 General Registration & Conference Opens

The evening will include:+•SpeedDatingNetworking •AfterDinnerNetworkingactivities• Firestarters •DinnerBanquet

Wednesday - June 3rd 2015

n 08.10 Morning Masterclasses

n 09.10 How Aftersales Service increases customer loyalty

With increasing competition on products only one thing can really differentiate you from the others. Service is therefore increasing in importance and the execution has to be flawless and a good after sales service actually helps increase you customer loyalty and possible future sales.

n 09.40 Case Study: Automating Service Scheduling & Dispatching

This session will look into how to provide a fast, best-in-class service experience to your customers by overcoming fragmented processes and lack of visibility into field resources.



Anne Stømner Technical Operations Manager Nestlé Nespresso

Agenda 2015

Using Tools and Technology to direct, monitor, and measure performance

Transforming Field Service into a Profit Powerhouse

GlobalTrainingoffieldengineers

Masterclass A Masterclass B Masterclass C

n 09.00 Changeover

Discussion points:

•Understandingcustomerneedstocreatevalueandfocusontheright services

•Howtointegratesalesinanaftersalesenvironmentandviceversa

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Discussion points:

•Alookintoanend-to-end,singlesolutionwithmobilitytoautomate both planned and reactive service scheduling and dispatch.

•Getarichunderstandingoftheproductsbeingservicedand integrates service processes with necessary resources including: technicians, equipment, parts required, and inventory locations

•Ensurethatserviceisscheduledwhentherighttechniciansandparts are available and aligned with service level agreements, improves first time fix rates and overall technician productivity

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Speaker TBA

10.10 Networking Break and 1-to-1 meetings

n 13.15 Resource Optimization: developing the competence of current and coming talent

n 13.15 How to use the latest technology trends to improve your business

Internet of things, Big data, remote Service are all trendy topics, but how do they help us increase Customer Satisfaction, revenues and productivity.Howtogofromtechnologytoa clear business strategy. Is our organization ready for this change?

n 13.15 Standardization of practices in a Service Business

A case study on key strategic initiatives to increase service levels at Pentair and how to roll out global service strategy across regions.



Agenda 2015

Roundtable discussions are often one of the most appreciated features at our events, because they allow participants to share experiences, success and failures alike, in a more intimate setting. In stimulating work atmosphere, the participants discuss new perspectives and ideas around a specific topic and the under the guidance of an assigned moderator. After 40 minutes, the discussions end and participants move on to the next table. You will experience intensive discussions, share innovative ideas and identify practical solutions.

Topics (subject to change):

Round 1:

Service Digitalization Soft Skills Training of Engineers

Increasing efficiency … not through IT

Managing resources in a complex network

Paul-JohnOliver,HeadofFieldService Worldwide Customer Services, Airbus Customer Support

Proactive Maintenance

TimoHellgren,VicePresidentAfter Sales, Bentec

Round 2:

Mobility Cloud Scheduling & Dispatching Remote Diagnostics Knowledge Management

n 10.45 Executive Circles

12.15 Networking Lunch

Track 1: Global Workforce Track 2: Smart Services Track 3: Operational Efficiency

Discussion points:

• Trainingstrategy

• Transferofknowledgefromexperience technicians to new recruits

• Howtoensuretheknowledgeofservice technicians is on par with technological developments of the machines they service

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Brian Dahl Steinicke Thomsen, Head of Operations and Regional Support, Siemens Wind Power

Discussion points:

•Mostofthecompaniesstartwiththe technology development, before having a clear value proposition in mind

•Howdowematchthetechnologytoour business goals

•Keysuccessfactorforasuccessfulroll out of differentiated service offering using technology

•Whatdoweneedtochangeinthe organization to embrace this new offerings

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Discussion points:

•ServiceStrategydevelopmentover process optimization

•Technicalconceptualizationand implementation of the service business solution in field service operations

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André P. Skerlavaj, Director Global Service Strategy, Pentair

Arno Strötgen, Group Vice President Global Head of Customer Service, ABB Robotics

n 13.45 Developing the soft skills of field engineers

Field engineers see your customers more often than any of the sales staff, and as such have a strong relation and are trusted by your customers. This session will inform you how to leverage on this to sell more and generate leads within your installed base.

n 14.15 Gamification

Howcanserviceorganizationsintroducegamification to sparkle cultural changes in their field operations? From adoption of new field technologies to conclusion of admin work, gamification can help motive and reward your employees for their outstanding performance.

n 13.45 Wearables Technology

New technological advancements in supportive gears for field engineers is bringing a whole new level of service support. This session will explore wearables technology such as smart glasses and watches and how to utilize them to bring real time added value for both your field engineers and your customers.

n 14.15 The Industrial Internet

IoT is a recurring buzz word, of which analysts predict billions of devices will be connected totheinternetinthenearfuture.However,what is it really, and how can it benefit the manufacturing industry?

n 13.45 Successful cultural transformation towards service

Manufacturers strive to change their cultural mindset to truly transform from product manufacturertoserviceprovider.However,what are the opportunities and challenges to transform an industrial company into a service-oriented enterprise?

n 14.15 Managing global service operations

The session will look into how to man-age a service organization: the structure fromscratchtoservice/repair.Howtouseresource pooling between units and partners with different business models based on ser-vice differentiation and global set-up in order to serve customers across the globe.



Agenda 2015

14.45 Networking Break and 1-to-1 meetings

Track 1: Global Workforce Track 2: Smart Services Track 3: Operational Efficiency

Discussion points:

•Howandwhattosellviaengineers?

•Howtoimplementaprogramtodrive sales via engineers?

•What’sinitforthecustomerandwhich products to sell?

+ Discussion points:

•Whataretheserviceopportunitieswith Wearables?

•Howcantechnologybestbeusedbyfield engineers?

•Whatistheaddedvalueforthecustomers?


•Howcanadditionalbusinessbecreated beyond the existing business offerings?

• Howtoovercometheroadblocks,including a cultural change process?

• Directandindirectbenefitsforanindustrial company to increase service business

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Discussion points:

•Howcangamificationdrivesuperior customer service?

• Howcanitbeusedtosuccessfullysupport the change management process?


•Theroleofsmartconnectedproductsand services

•BusinessModelInnovationstoleverage IoT opportunitie


•Combiningforcesforpro-activemarket capture

•Differentiatingservice:basicvs.expert

•Resourcepoolingandplanning

•Tie-incustomer:serviceagreements

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Agenda 2015

n 16.45 Chairman closes the conference

n 17.10 One for the road

We welcome you for a closing drink before flying off. A great way to recap and end the conference, in a relaxed atmosphere.

Based on an American-style talk show, the Field Service Studio will see a host invite 4 service thought-leaders as special guests and conduct individual 7 minutes interviews before moving on to a more traditional panel debate discussion, where hot topics will be analysed from every angle. The studio will end by taking questions directly from the audience.

Topics (subject to change):

n 15.20 The Field Service Studio

Outsourcing of Field Workforce

New Technologies

Developing soft skills of field engineers

Increasing efficiency … beyond IT solutions

n 16.05 Field Services Virtual Engineers

Wärtsilä has developed a new, innovative tool to connect Field Services Engineers working at site with remote experts within an augmented reality environment.

Guido Barbazza Director Field Services Wärtsilä

Discussion points:

•Augmentedrealityastooltofixcomplextroubleshooting/repair activities

•Boostsynapsesforknowledgeshare

•Takeshipmachineryandengineservicingintoadigitalfuture

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Host: Kris Oldland Editor Field Service News

FIELDSERVICENEWS

Kris Oldland, Editor, Field Service NewsKrisOldlandisEditorofFieldServiceNews,Europe’s leading trade journal for the field serviceindustries.InthisroleKrisisabletocombine his passion for technology with the experience of a decade dedicated to developing and establishing excellent standards for customerserviceinsomeoftheUK’shighest profile hospitality and retail chains. An inquisitive, probing journalist and a gifted writer with an uncanny ability to take detailed analysis of complex issues and translate the most salient points into an easily understood context,Krishasspentnearlytenyearshoninghis craft in B2B media covering topics as varied as finance, music and even fire juggling before returning to Service.

FIELDSERVICENEWS

Per Stjernqvist, Managing Director, Volvo Construction EquipmentPerisbasedinDenmarkandisaServiceInno-vationSpecialist.Hehas10yearswithVolvoTrucks Sales- and Marketing, and from 1997 topresentManagingDirector.ChairmaninseveralVolvoownedConstructionEquipmentdealershipsaroundEurope.Heiscurrentlyworking part time as Service Solution advisor forVolvoCEHQinBrussels.Formerserviceadvisorassignments:Afghanistan,Kazakh-stanandRussia.GuestTeacheratCopenha-gen Business School (MBA and Cand merc).



Speakers 2015

Timo Hellgren, Vice President After Sales, BentecTimoHellgrenholdsdegreesinelectronicengineering and MBA. Timo started his career in pulp & paper industry late 80’s and then moved to mining and metallurgical industry in early 90’s by working long career in Outo-tecuntil2012.Hehaslargeexperienceastechnology supplier in aftermarket support services including technical support, spare parts,up-gradesandmanagement.Hehashad various responsibilities including manag-ing and develop global support and service organizations, productization of service offer-ing, establish local services operations in dif-ferent countries, services sales and business development as well as spare parts business. CurrentlyheisVicePresidentServicesandaftersalesoperationsinBentecGmbHandstrengthen their competitive position through aftermarket business. Bentec develops, manufactures and delivers high quality, cost effective and durable drilling and oilfield sys-tems for harsh and hostile environments that will fulfill the demanding requirements of the international oil and gas drilling industry.

Paul-John Oliver, Head of Field Service Worldwide Customer Services, Airbus Customer SupportPaul has been with Airbus for the past 10 years, and is currently responsible for deploy-ment of 330+ field service representatives worldwide. This is Airbus’ front line technical support team based with their aircraft opera-tors.Previously,hewasHeadofCustomerSupport for Middle East/Africa/South Asia region which included introducing the A380 into Emirates. Prior to Airbus Paul held various roles in BAE Systems in marketing, commercialcontractsandsales.HeholdsaBatchelorofScienceDegreefromNotting-hamUniversityandaMastersDegreefromCranfield University.

Anne Stømner, Technical Operations Manager, Nestlé NespressoAnne Stømner has been with Nespresso since 2005, first in customer service for Nordics, thenNordicsandUK.In2011shemovedto the technical department taking on the responsibility for B2B and B2C repairs. In this function she has been responsible for reno-vating the service and improving customer satisfaction. Anne is also in charge of the Nespresso field service and the development thereof.

Arno Strötgen, Group Vice President Head of Global Customer Service, ABB RoboticsArnoiscurrentlytheGroupVPofcustomerservicefortheRoboticsdivisionofABB.Hehas 20 years experience in service, sales and generalmanagement.HewasbeforethatmanagingdirectorfortheRoboticsDivisionin Spain, with overall responsibility for 180 employeesandP&L.Hewasalsopreviouslya Product Line Manager Field Operations & Training and responsible to define the strategy world wide with profit & loss respon-sibility.HelaunchedtwomajorinitiativesWorld Wide: the successful launch of Remote Service, 1,000 robots connected in more than 23 countries after one year of initial launch. Started RoboCare flat rate service agreements; and Mobile Field Service Solution for process optimization. Rollout in more than 10 countries & several divisions.

Guido Barbazza, Director, Field Services, Wärtsilä Services DivisionGuidoBarbazzasailedasengineeronnavy,merchant and passenger vessels and then got a Master’s degree in mechanical engineer-ing. After several years of experience in ship repair and manufacturing activities, in 1991 hestartedhiscareerinGrandiMotoriTrieste- that later became Wärtsilä - as FS Manager and then Sales Manager. From 2003 to 2007, GuidowasVicePresident,Service,WärtsiläIt-alyandthenfor2yearsDirector,FieldServiceWorkshops, Wärtsilä Field Service, member of FieldServiceManagementTeam.DuringthatperiodGuidodevelopedandimplementedthe Corporate Zero Injury Project, starting Wärtsilä journey to reach top excellence in safety.Since2010GuidoisDirector,FieldServices,DeliveryManagement,WärtsiläSer-vices,memberofDeliveryManagementTeamand Chairman of Field Services Management Team, accountable for global Field Services function, (4500 employees, 80 workshops) withdirectmanagementofDeliveryManage-ment Field Services organisation and Wärtsilä Land & Sea Academy (700 employees, 10 sites).

Phone:

+46 8 651 10 90

Email:[email protected]

Website:www.fieldserviceexcellence.com

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TERMS & CONDITIONS

Your booking is binding. You may substitute a delegate at any time. Please note that substitutions are not permitted unless approved by the organizers. For all cancellations (without an approved substituted delegate) received in writing more than 5 business days prior to the event and, a €120 (+VAT) administrative fee will be charged and a credit voucher for the remaining amount will be issued. Credit vouchers may be used at any Midfield Media conference within one year of issuance. For cancellations less than 5 business days prior to the event, the full amount of the delegate pass is non-refundable. Full payment is due 10 days upon invoice and no later than 5 business days prior to the event. Delegates that have NOT submitted payment prior to the event will not be admitted to the event. Admittance is then only granted upon approval of credit card payment directly onsite.

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REGISTRATION:Early Bird Rate until 28 Feb 2015: 1090 EUR excl VAT

Standard Rate: 1290 EUR (excl VAT)

If you are based outside Europe, contact us for special Extended Travel Discount

Team Send Program Our agenda is the perfect opportunity for you to bring a cross-functional team. When attending as a team of five or more you’ll receive additional

benefits, including complimentary registrations or discounts.

Group Booking Offer! Book 3 get 1 free = 4 delegates

Book 5 get 2 free = 7 delegates

Book 8 get 3 free = 11 delegates

Use code BOOK3, BOOK5 or BOOK8 in the message field and we will contact you for the additional attendees

Email: [email protected]

or call hotline: + 46 8 651 10 90



Simon WisniewskiPartner Manager

+46 8 12 201 585

[email protected]

As Partner Manager Simon has been part of our Field Service team from the very beginning. He has developed our partnership program and his expertise allows him to tailor make your individual business suit to fit your specific business objectives, this to ensure optimal business value for the partners and unforgettable events to the audience.

2nd Annual Field Service Forum

As the leading field service business meeting in Europe, it gathers professionals from global manu-facturing organizations, to discuss the most business critical issues and to find new ways to take this industry forward. It’s a great place to get the industry insights, show full potential of product and initiate new business relations.

Benefits of securing your 2015 partnership now:



1Get direct access to senior level decision- makers

2 Limited Partner secure your preferred features

3Benefit from the Global Influence the event’s content

4Support early production process

5Be among the first to utilize our newest lead generation tools

6 Benefit from expanded marketing campaigns

We tailor make your individual business

suit to fit your specific business

objectives

7 By invitation only; All attendees are care fully screened for business critical issues

Untitled-1 1 08/12/2014 10:47

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www.copperberg.com© 2014 Copperberg. All rights reserved. For more information, email [email protected] or visit www.copperberg.com.

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Field Service Forum 2015 agenda