April 20 - 23, 2014
Omni Hotels & Resorts, San Diego, CA
Performance Workshop Day
09:30 - 10:25 Registration & Continental Breakfast
Workshop A10:30 - 11:30 The Value Of .01 Of A Second Jennifer Lescallett, Senior Director of North American Service and Support,Affymetrix, Inc. Mark Kazemi, Senior Manager of Field Service,Affymetrix, Inc.
The majority of us probably consider our teams to be running well. We hire and train good people, do our best to hit our numbers, employ best practices to meet customer satisfaction goals, incentivize for good work, make organizational changes to increase efficiencies and genuinely want our teams to be challenged and grow. Given all this, how can we take our teams from the status quo of today and make them better than the best? It takes a collective drive, cohesiveness and desire throughout your organization to be 0.01 seconds better. The purpose of this workshop is to step away from the ordinary and collectively think about new ways we can reinvent our own field service organizations.
The workshop attendees will split up into two teams. I will lead one group and Mark the other. We will ask the attendees to do the following:
- Mark/Jen will provide a fictitious company scenario with specific challenge areas
- We will start with 15 minutes of presentation material and then move to an interactive workshop for the remaining 30-40 minutes.
- Name, brief bio
- Team has to come up with a name for the fictitious company
We sub-divide up the group to focus on three major areas (we will define a challenge for each of these three areas):
- Customer sat
- Employee morale
- Come up with creative ideas for change
- Report back the findings
- Get judged on best ideas
Jennifer LescallettSenior Director of North American Service and Support
Mark KazemiSenior Manager of Field Service
Workshop B10:30 - 11:30 How Will Google Glasses, Heads-Up Display (HUD), And Augmented Reality Revolutionize Field Service? Arnav Anand, Entrepreneur-In-Residence,UC Berkeley
Workshop C10:30 - 11:30 Purposeful Change: Practical Applications For Driving Sustainable Change In Field Service Organizations James Mylett, SVP of Service,Comfort Systems USA
James MylettSVP of Service
Comfort Systems USA
Workshop D11:30 - 12:30 Winning The Customer Waiting Game: How To Use Predictive Field Service Management To Improve The Customer Experience Jeffrey Wartgow, Vice President Product Marketing,TOA Technologies
Workshop E11:30 - 12:30 Achieving The Perfect Workday Jim Reynolds, Engineering Fellow,Trimble
- What are the real goals of a field service organization?
- First time fix, every time - is it a dream or is it a reality?
- Is what is perfect for your business perfect for your customer?
Jim ReynoldsEngineering Fellow
Workshop F11:30 - 12:30 Where Art And Science Collide: From New Sales To Renew Sales Ryan Thomas, Vice President Customer Success,ServiceSource
•Discuss best practices to make your data “renewals-ready” – including what methods are most effective to merge, clean, and enrich your customer data
•Dive into proven sales methodologies that drive the highest volumes of renewal sales
•Understand which essential analytics are used to track and which processes can be automated in the renewals process
Ryan ThomasVice President Customer Success
12:30 - 13:30 Luncheon
Workshop G13:30 - 14:30 Taking Ownership Of Customer Experience Terena King-Campagna, Senior Advisor,Ciena Sandra Fornasier, Global Director,Ciena
Terena King-CampagnaSenior Advisor
Sandra FornasierGlobal Director
Workshop H13:30 - 14:30 Transformation: Driving Successful Transformation and Change Bob Feiner, Vice President of Services,Dell Inc.
• How to define and build a field services transformation plan that is relevant to your customers, your industry and your business capabilities
• How to encourage employee entrepreneurship spirit in times of organizational change
• Tips on identifying factors that contribute to transformation success and how to measure them
• Building an emotional connection with your workforce and partners to foster transformation momentum
Bob FeinerVice President of Services
Workshop I13:30 - 14:30 Masters Of Depot Repair: Driving Additional Revenue And Ensuring Rapid Response Times Kyle Hurlbut, Director of Engineering Services,LitePoint Technologies
For Litepoint, depot repair comprises a significant part of the company's field service operations. As a wireless device testing equipment manufacturer, their customers rely on the consistency and precision of Litepoint's products to ensure quality in their own manufacturing. In this session, Kyle Hurlbut, Director of Engineering Services at Litepoint will discuss how his company mastered depot repair by ensuring rapid turnaround times while driving additional revenue for the company.
Kyle HurlbutDirector of Engineering Services
14:30 - 15:00 Afternoon Networking & Refreshment Break
Workshop J15:00 - 16:00 Make Your Service Invisible to Make Your Company Invincible Mike Karlskind, Vice President of Product Marketing,ClickSoftware
Like death and taxes, the need for service is unavoidable. Service has emerged from the ‘back room’ to be the sole factor that determines success, or failure in most companies. And good won’t be enough as customers’ demands grow. A world of service that is proactive, personalized, and convenient implies a world in which service "just happens, often without me realizing it." Join us for a glimpse of the world in which invisible service transforms companies into fortresses of market leadership.
Mike KarlskindVice President of Product Marketing
Workshop K15:00 - 16:00 Best-in-Class Strategies for Service Differentiation and Profitability Aly Pinder, Research Analyst, Service Management,Aberdeen Steve Morandi, Vice President, Service Lifecycle Management,PTC
Field service presents one of the greatest opportunities to differentiate and grow your service business. However, few service organizations today have established the needed coordination and visibility across their service network to prevent inefficiencies and profit erosion. To capitalize on these opportunities, you can't just rely on the intelligent coordination of technicians in the field. It requires a strategic approach to service that breaks down process silos and connects all of the service functions and processes that are critical to providing faster service issue resolution and satisfied customers. Join Aberdeen's Aly Pinder and PTC to learn what strategies best-in-class service organizations are employing to achieve greater results.
In this session you will learn:
The process improvements best-in-class service organizations, surveyed by Aberdeen, are investing in to increase efficiency and customer satisfaction
How top-performing service organizations are increasing first time fix and service profitability by connecting the right technicians, service parts and knowledge at the point of service
The strategy and technology solutions you should leverage to ensure best-in-class service performance
Aly PinderResearch Analyst, Service Management
Steve MorandiVice President, Service Lifecycle Management
Workshop L15:00 - 16:00 Solution Provider Workshop
Workshop M16:00 - 17:00 How To Position Service Internally To Gain Support Of Executive Staff For Investment And Change Ron Zielinski, Vice President of Global Customer Care,Coherent Inc.
Ron ZielinskiVice President of Global Customer Care
Workshop N16:00 - 17:00 Envisioning The Future Of Field Services Piyush Modi, Lab Manager,GE Global Research
- Current challenges for field service organizations
-Current state of operations (systems, infrastructure, personnel and processes)
- Evolving technologies, mostly point solutions
Piyush will then invite the attendees to break out into small groups to complete an exercise about: How technologies can be leveraged to create the future --- e.g. Field services as portrayed in movies -- What should it look like? What roles are more critical and how they evolve? What will the predictive services organization and operation look like?
Piyush ModiLab Manager
GE Global Research
Workshop O16:00 - 17:00 Combining Next-Level Fleet Management Strategies And Value Based Service Option Architecture To Improve Service Alon Sagie, Services Operations Manager,Applied Materials, Inc. Juan Ramirez, Senior Operations Manager,Applied Materials
In this workshop, Alon and Juan will cover a two years journey as service product managers , building and deploying strategic based methodologies to grow service revenue and profitability using service dashboard and innovative POA. They will discuss value cases as well as lessons learned.
Alon SagieServices Operations Manager
Applied Materials, Inc.
Juan RamirezSenior Operations Manager