BUILDING AGILE SERVICE ORGANIZATIONS · 2 4th Field Service Forum 2017 Field Service Excellence...

31 MAY - 1 JUNE, 2017NH SCHIPHOL AIRPORT AMSTERDAM, THE NETHERLANDS

4th ANNUAL

#fsf2017Field Service Excellence Copperberg www.fieldserviceexcellence.com

Service

FIELDSERVICENEWS

CONTRIBUTORS 2017

Performance Master

Customer Expert Boardroom Influencer

Active Listener Game Changer Negotiator

Deal-maker Transformative Leader

Visionary Operational Virtuoso Skilled TrainerSmart OverseerTrendsetter

BUILDING AGILE SERVICE ORGANIZATIONS

JIM HARRISWorld’s No. 1Speaker onDisruptiveInnovation

At the NH Schipol, Amsterdam, The Netherlands

May 31, 2017 - 14.00 to 18.00 www.servicemasteryday.com

#CopperbergCopperberg Copperberg www.servicemasteryday.com

Author of ”Blindsided” Financial Times of London #1 Bestseller

SOLD OUT previous years

THOUGHT PROVOKING SEMINAR ON DISRUPTIVE VALUE CREATION

99,7 % AGREE THAT JIM HARRIS’ SERVICE MASTERY DAY IS THE MOST ENGAGING AND INSPIRING BUSINESS BRAINSTORMING TO DATE

Service Mastery Day with Jim Harris

EXCLUSIVE THIS YEAR

and THE FUTURE OF FIELD SERVICE with Robots, AI, Automation, IoT...

INTERNET OF THINGS CREATES A MORE EFFECTIVE OPERATION FOR FIELD SERVICE

- Edmilsson Toledo, Global VP Service, Ericsson

LEARN FROM

NEW FOR 2017 - LOG INTO OUR EXCLUSIVE EVENT APP

FIELDSERVICENEWS

2 4th Field Service Forum 2017


SERVICE MASTERY DAY MAY 31st 2017 @ 14.30

NUMBER ONE SPEAKER ON DISRUPTIVE INNOVATION

“Excellent. Bringing a strategic view on the evolution of the economy that will affect our job for sure” - Sidel

“Jim Harris truly challenges you to think how can business be done in future” - Outotec

“Great speech, which opened my mind. He made me think about many things which I couldn’t even touch so far. He gave me some good inspirations for my job.” - Schindler

Praise for Jim Harris

BUILDING AGILE SERVICE ORGANIZATIONSThe ground rule is that: building an agile organization means enabling service departments to contribute their full talent and capabilities to create value for customers and remove bottlenecks. In other words, to become agile, organizations need to rely on a very simple scenario:

“THE CUSTOMER IS AT THE CORE OF EVERY ACTION”

In this Service Mastery Day, attendees explore in depth how to shift from the traditional management operations within their service department and across organizational functions to fully embrace a new paradigm:

“THE CUSTOMER IS THE BOSS, DEAL WITH IT, AND THE BOSS IS MORE DEMANDING THAN EVER”

This shift in perspective spells additional troubles for unprepared organizations who have yet to understand that to meet the forever increasing expectations of the new boss, one has to be inventive, innovative and dare we say… disruptive.

At the Service Mastery Day, we learn how the power of disruption makes service departments ready to face any challenge. An agile organization channels disruption to make more with less, like new ways to enrich service offerings or creative input to reap higher benefits from what already exist.

“OPPORTUNITIES ABOUND, ONLY THE MOST AGILE WILL THRIVE”

• Build a fast moving, flexible and robust organization capable of rapid response to the unexpected • Achieve continuous competitive advantage while serving customers • Prioritize, plan and collaborate to deliver an inspirational vision for long terms success • Tips and tricks to embrace agility as an organizational culture • Making more profits with less by being disruptively innovative and aggressively agile

KEY TAKE AWAYS

• Aspiring transformative and change management leaders • Agile teams and competence-based organizational structures builders • Executives looking for ways to be more influential, pro-active and ahead of the curve • Any customer-centric, profit-driven and sustainability-conscious managers

WHO ATTENDS


At the NH Schipol, Amsterdam, The Netherlands May 31, 2017 - 14.00 to 18.00 www.servicemasteryday.com #Copperberg

Copperberg

Copperbergwww.servicemasteryday.com

Author of ”Blindsided” Financial Times of London #1 BestsellerSOLD OUT previous years


99,7 % AGREE THAT JIM HARRIS’ SERVICE MASTERY DAY IS

THE MOST ENGAGING AND INSPIRING BUSINESS BRAINSTORMING TO DATE

34th Field Service Forum 2017


SPEAKERS

JIM HARRIS, BUSINESS GURU

PEDRO WIENDELS, DIRECTOR - FIELD

SERVICE, AIRBUS

JAN MASSCHELIN, GENERAL MANAGER SERVICES,

GE GRID SOLUTIONS

EDMILSSON TOLEDO, GLOBAL VP SERVICE,

ERICSSON

COEN JEUKENS, SERVICE CONTRACT DIRECTOR, BOSCH

SIMON EICHHORN, HEAD OF OWN RETAIL

PARTS, MAN TRUCKS AND BUS

RAYMOND VAN RINGELENSTEIN, VP SERVICE,

KONING & HARTMAN

CHRISTOPHE BASSOLE, VP SERVICE EMEA + INDIA,

TEKTRONIX

JEAN- FRANÇOIS TOURRENC, VP SERVICES, GEBO CERMEX

CHRISTO ROUX, DIRECTOR - FIELD

SERVICES, OUTOTEC

CEES BIJL, DIRECTOR - FIELD

SERVICES, PHILIPS

CAPTAIN SALEM AL KHAZRAJI, HEAD OF SUPPORT SERVICES , ETIHAD AIRWAYS / ABU DHABI

AIRPORT

PAUL MARIEN, DIRECTOR - FIELD

SERVICES, GEA PHARMA

TIM DE WOLF, SMART INDUSTRY

SPECIALIST, KONING & HARTMAN

MATTIAS ERICSSON, AFTERSALES MARKETING MANAGER, KIA MOTORS

JIM BASTON, FIELD SERVICE EXPERT

KRIS OLDLAND, FIELD SERVICE NEWS

ESBEN RASMUSSEN, CHIEF OPERATING

OFFICER, DEZIDE

PHILIP EMMENEGER, VP SALES,

CORESYSTEMS

ROBERT HANCOCK, VP SALES,

SERVICEPOWER

OLLE ALVEMARK, INDUSTRY DIRECTOR,

MANUFACTURING, IFS

BART VAN DEN HURK, SENIOR BUSINESS

CONSULTANT, ASTEA INTERNATIONAL

ESTELLE ACAMER, INTERNATIONAL SALES

MANAGER, DOCWARE

PHIL DAVIES, DIRECTOR OF SOLUTION

CONSULTING, CLICKSOFTWARE

TOMASZ SINKIEWICZ, FIELD SERVICE

SPECIALIST, COMARCH

Service

FIELDSERVICENEWS

BJARTE BOGSNES,VP PERFORMANCE

MANAGEMENT, STATOIL

LARS MOLLER,GENERAL MANAGER,

SERVICES, AL SHIRAWI ENTERPRISES

DAAN SMANS,VP SERVICE,

THYSSENKRUP

PETER SHAW-SMITH,IHS MARKIT

RORY MOORE, HEAD OF INDUSTRIAL

SERVICES, TIETO

ULF GUTTMANN, SOLUTION MANAGER,

SAP INDUSTRY BUSINESS UNIT

CHET CHAUHAN, VICE PRESIDENT OF

PRODUCT MANAGEMENT FOR CRM APPS,

SALESFORCE

JOHN HEALD, GLOBAL VICE PRESIDENT

SOLUTION AND STRATEGY, SAP HYBRIS SERVICE

GERT TACKAERT, VICE PRESIDENT

PRODUCT MANAGEMENT, SAP

NICK FRANK, INDUSTRY EXPERT

HANS HOUMES, INDUSTRIAL ENGINEERING

LEAD, PA CONSULTING GROUP

STEVE THORP, HEAD OF CUSTOMER SERVICE UK, GLOBAL

INDUSTRIE 4.0 MANAGER, SWISSLOG

EMMANUEL LAPIERRE, VP SALES, SIGHTCALL

GARY HAMMOND, GROUP FINANCIAL

CONTROLLER, VERITEK

BRANT CARTER, MARKET STRATEGY,

TRIMBLE

RENE DEGEN, INDUSTRY SPECIALIST



WORKSHOP VALUE CHAIN TALKSKY TRAINING SERVICE LAB ROUNDTABLE TRACK SESSION SERVICE MASTERY MASTER CLASS PANEL

WHAT’S NEW FOR 2017

IN 2017, THE FIELD SERVICE FORUM TAKES ON A NEW CHALLENGE: ADDING MORE VALUE TO YOUR INVESTMENT

WHO IS IT FOR?

CxO, s/eVP, Directors, Heads, Managers

• Service, Field Service, Support Service

• Customer Service and Operations

• Maintenance & Technical Support

• Operations

• Sales & Marketing

• After Sales & Aftermarket

• Business Innovation & System Integration

FROM THESE INDUSTRIES

• OEM Manufacturers

• Aerospace & Defence

• Agriculture & Food

• Automotive

• Forestry

• Healthcare

• Heavy Machinery

• Maritime

• Oil & Gas

• Packaging & Labelling

• Renewable Energy

• Telecoms

• Utilities

PERSPECTIVES

• How to become influential in the boardroom

• How to navigate IoT and Industry 4.0 tide

• How to monetize service operations

MANUFACTURING INDUSTRIES

• Renewable energy

• Healthcare

• Transportation

INTERNATIONAL OUTLOOK

• Focus on a fast maturing market

FACE-OFFS

• Tech innovators vs. service directors

• Manual service proponents vs. automated service supporters

• Conventional service managers vs. transformative managers

FEATURES

• Field Service Value Chain & Boardroom Talks

• KY Trainings

• Service Labs

• Field Service App

WHAT YOU’LL LEARN

• Effective tips on how to win the digitalization challenge

• Timeline to roll-out hybrid cloud and cognitive cloud solutions

• Steps to successfully integrate IoT within your service organization components

• Become expert in including predictive data analytics in your service lifecycle processes

• Methods to use augmented reality as a strategic tool of your SLA’s compliance arsenal

• Strategic approaches to diversify and monetize service and increase profitability

• Best practice in adjusting to customer demands and performance expectations

• Action plan for training a digitally-savvy and client-centric mobile workforce

• Guide to influence corporate management

• Transformative and agile leadership principles

NEW

NEW

NEW

NEW

NEW




PRE-CONFERENCE WORKSHOPS

The pre-conference workshops are an 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. Limited seats available.

EXECUTIVE ROUNDTABLES

Share your expertise and experience. The executive circles are your chance to get your voice heard. Numerous round-tables will be set up, each with a specific topic and an expert moderator, and will give you the opportunity to discuss your challenges and find solutions as a group in a more informal and interactive way.

NETWORKING EVENING

Copperberg is renowned for the networking aspect at its conferences. Make sure to take advantage of a full evening of structured networking through ice-breaker activities, private meetings, a gala dinner for all participants, and much more.

NEW FEATURES

SERVICE MASTERY DAY

Before we delve into the core topics, it’s good to start the conference by getting inspired about what service really is about. Service Mastery Day is exactly that: a seminar from a Service Guru, sharing his vision about the current status and the future. A unique experience you simply cannot miss out on.

New feature KY TRAININGS

The KY (Know Your) Training is an intensive knowledge building session with high ed-ucational outcome. Attendees learn about successful methodologies, resourceful does & don’t, how to, problem-solving tips, decision making scenarios and executive management buy- in strategies. The KY Trainings help field service directors deal smartly, efficiently and pro-actively with important cross- organizational challenges that impact directly or indirectly their day-to-day activities.

New Feature SERVICE LABS

Interested in experiencing the inner workings of new sophisticated tech processes or systems brought up by automation, digitalization, IIoT and robotization? Led by a specialty expert, the Service Lab is a one hour step-by-step guide that allows attendees to grasp the fundamentals, benefits, challenges and prospects of a new technology or technique. Service labs are hands-on demonstration with device, material or hardware showcase.

New Feature: Value Chain & Boardroom Talks

The Field Service Value Chain Talks are a series of short, concise and inspirational addresses of 15 to 20mn each delivered by seasoned experts and industry leaders and focused on strategic issues, challeng-es and successes experienced by service organisations and technology providers.

NEW

6 4th Field Service Forum 2017 WORKSHOP VALUE CHAIN TALKSKY TRAINING SERVICE LAB ROUNDTABLE TRACK SESSION SERVICE MASTERY MASTER CLASS PANEL

NEW FOR 2017

- OUR EXCLUSIVE EVENT APP

BY JOINING FIELD SERVICE FORUM THIS YEAR, YOU WILL HAVE ACCESS TO OUR EXCLUSIVE APP.

APP FEATURES:• Create your own personal profile

• Connect your Profile to your social accounts and see who out of your contacts are attending

• Message other delegates, speakers and partners attending

• Create discussions in our dedicated Forum

• Sign up to all our sessions and networking activities

• Keep informed on any event related information, pre, during and post.

• Be part of our exclusive community for one year

App will be launched 4 weeks prior to the event - See you there

star rating from our attendees


74th Field Service Forum 2017WORKSHOP VALUE CHAIN TALKSKY TRAINING SERVICE LAB ROUNDTABLE TRACK SESSION SERVICE MASTERY MASTER CLASS PANEL

EDITOR’SNOTE

WELCOME TO THE 4th ANNUAL FIELD SERVICE FORUM

“Today, companies have to radically revolutionize themselves every few years just to stay relevant. That’s because technology and the Internet have transformed the business landscape forever. The fast-paced digital age has accelerated the need for companies to become agile.” - Nolan Bushnell

“Are you at at odds with the tide of changes brought by IoT-based ecosystems into service operations like 75% of industry practitioners at FSF who have hard time grasping new concepts, their implementation and deployment strategies?”

FSF 2017 promises to address challenges faced by services directors across the manufacturing world and to open a dialogue between tech innovators and end-users on what solutions serve them best.

In 2017, we will try to understand how organizations can become agile and thereby meeting the 5 Highs: High tech, high profits, High talents, High performance, High delivery.

Prudence Kolong, Editorial Director [email protected] | +46 46 7 62 38 68 26

FSF 2017 WILL STRATEGICALLY HIGHLIGHT:

BOARDROOM TALKS

• Digitalization: when corporate objectives include a vision that sustains and supports digital transformation • Empowering service departments: how to be viewed as a dependable counter-cyclic revenue engine • A seat at the table: how service directors can become influential in the boardroom

DIGITALIZATION AND IOT /IIOT

• Winning the digitalization challenge for service organisations: when, how and where to start • Beyond the buzzwords: can someone explain cognitive computing, hybrid cloud, smart delivery, Industry 4.0 for service operations • The IoT human factor: workforce planning for agile IoT based infrastructures

SERVICE OPTIMIZATION

• SLA galore: performance-based contract management for enhanced service offerings • Service 4.0: what does it mean for the service directors • High profits: managing costs to transform service centers into profit centers • Monetizing IoT and service: SaaS, designing applications for optimized service

CUSTOMER RELATION IMPROVEMENT STRATEGY

• Customer relation improvement: how does one measure customer satisfaction?• Understanding customers new expectations: delving into the concept of buying outcome• Youtubing for service organisation: crowdsourcing field services, fueled by customers

PROCESS RENEWAL AND TRANSFORMATION

• Lesson learnt: is automation the sole prerequisite for competitiveness, critical response and efficiency • Mission critical operations: urgency management, preventive maintenance and preemptive support • M2M and system integration: better remote diagnostics and improved device interoperability • A step further with augmented & virtual reality: latest advanced visual collaborative tools

TALENT AND COMPETENCE MANAGEMENT

• Transformative talent and competence management: integrating soft skills and client-centric behaviors into service engineers skills-sets• Brand ambassador: can a service engineer become a bonafide sales person?




1GLANCE

ST

DAY 1 - 31 MAY: DISCOVER & INNOVATE

DAY 2 - 1 JUNE 2017: SHARE & DEBATE

08.30 Registration & Service Networking Coffee


09.00 Service Labs

SOFT SKILLS LEARNING

09.50 KY Training First Round

10.30 Morning Break

10.45 KY Training Second Round

11.25 KY Training Third Round

12.05 Workshops

14.05 Lunch Break

14.30 Service Mastery Day

17.30 Networking Cocktail

18.20 Networking Demos

19.30 Dinner

DIGITALIZATION, IOT AND IIOT

13.30 Executive Roundtables

FIELD SERVICE TECHNOLOGY INNOVATION PANEL DISCUSSIONS

14.30 IoT & Cloud Panel Service 4.0 Panel

15.00 Customer Relation Panel Workforce Planning Panel

15.30 Afternoon Break and Change Over

CUSTOMER RELATION IMPROVEMENT STRATEGIES

15.40 Customer’s Insights

16.10 Practitioner’s Insights

THE FUTURE OF FIELD SERVICE

16.40 Robotization Panel Discussion

17.10 Chairman Closing Remarks

17.20 End of the day

07.30 Registration

08.00 Masterclasses

08.50 Chairman’s Opening Remarks

FIELD SERVICE VALUE CHAIN & BOARDROOM TALKS

08.55 Introductory Keynote

09.25 Industry Overview

09.40 Technology Outlook

09.55 Augmented Reality Insight

10.00 Intel on Service 4.0

10.15 Service Perspective

10.30 Morning Coffee and 1 to 1 Meetings

SERVICE OPTIMIZATION AND PROFITABILITY

11.00 Track Sessions

12.30 Lunch Break

PRE-EVENT - 30 MAY

PRE-EVENT NETWORKING

17.00 Networking Cocktail @ NH Hotel


“I am going to make him an offer he can’t refuse!” - Don Corleone, The Godfather 1972At FSF 2017, on May 31, attendees will receive educational outcome they can’t refuse!!

KEY LEARNINGS: Become a digitally savvy technocrat

• Device interoperability and M2M connectivity for enhanced remote support • Data governance, predictive analytics and cloud platform management

Acquire a street-smart acumen

• Soft skills and customer-centric training for site engineers • Performance-based contract management • Become influential on a corporate management level


08.30REGISTRATION AND FIELD SERVICE CAFÉThe Field Service Networking Cafe - The best ideas come with a “good cup of coffee.” Don’t you think so? We do!

Our icebreaker session consists of small Round Tables with speakers, business partners and attendees where the participants will discuss the main challenges and cutting edge topics of the conference in a relaxed atmosphere. Let’s break the ice and get the show on the road!

Led by a specialty expert, the Service Lab is a one hour step-by-step guide that allows attendees to grasp the fundamentals, benefits, challenges and prospects of a new technology or technique. The Service Lab proposes a dual approach with theoritical insights and guidelines for real-life application. Length: 50 minutes. Type: Interactive

SERVICE LABS09.00



Cloud platforms, hybrid or else are the unavoidable tool for smart service delivery and customer management. In addition to this, understanding SaaS (service as a software) and its applications comes in handy for empowering technician on the ground.

PREDICTIVE DATA ANALYSIS, SAAS AND CLOUD OPERATIONS

IOT & FIELD SERVICE

This service lab presents a perspective on ground efficiency with optimized scheduling and limited down-time.

GEO-OPTIMISATION FOR ENHANCED WORKFORCE MOBILITY PLANNING

GEO-LOCATION & FIELD SERVICE

This service lab propose an outlook at how advanced robotics technology with wearable exoskeletons offers to ensure field service workers safety.

ROBOTICS FOR FIELD SERVICES OPERATORS HEALTH AND SAFETY

ROBOTICS IN FIELD SERVICE

DAY 1 - 31 MAYDISCOVER & INNOVATE

DAY 1 - 31 MAY: DISCOVER & INNOVATE





10.45 KY Training Second Round

Service engineers and operators are the main point of contact onsite. This KY training elaborates on how to either transform them into customer- centric operators or how to systematically relay their intel to account manager and incorporate their feedback into the service delivery and cus-tomer improvement programmes

Jim Baston, Field Service Expert

TURNING YOUR FIELD SERVICE OPERATORS INTO BRAND AMBASSADORS

TALENT & FIELD SERVICE

Service excellence is no longer the ultimate USP or key differentiator for service organization vying for more market share and industry leadership. Customers now want to buy Performance. What does it means in terms of delivery, offerings, performance measurement and performance assessment?

Jean- François Tourrenc, VP Services, Gebo Cermex

WHY CUSTOMERS WANT TO BUY PERFORMANCE AND NOT ONLY SERVICE

PERFORMANCE & FIELD SERVICE

10.30MORNING BREAK

Understanding how motivation and a change in the behaviour of service team onsite becomes a driving factor in bolstering service revenues and increasing customer satisfaction

Mattias Ericsson, Aftersales Marketing Manager, Kia Motors

CUSTOMER SATISFACTION & FIELD SERVICE

CUSTOMER & FIELD SERVICE

What is done at Abu Dhabi Airport to ensure that service and operational excellence from the aircraft to the conveyor belts. A focus on seamless site operations, emergency management and continuous service performance.

Captain Salem Al Khazraji, Head of Support Service, Abu Dhabi Airport / Etihad Airways

ONSITE EFFICIENCY & EMERGENCY MANAGEMENT

OPERATIONAL EFFICIENCY & FIELD SERVICE

Understanding how systems integration create a more flexible environment for processes that affect service delivery and increase in performance levels

Daan Smans, VP Service, Thyssenkrup

BUSINESS AND SYSTEM INTEGRATION

SYSTEM INTEROPERABILITY & FIELD SERVICE

Learn how to transform service offerings in a bid to increase profitability. And taking advantage of innovation to create further opportunity to to enrich service composition, generate new revenues streams and scale costs

Christophe Bassole, VP EMEA & India, Tektronix

SERVICE DIVERSIFICATION & MONETIZATION

SERVICE PROFITABILITY & FIELD SERVICE

The KY (Know Your) Training is an intensive knowledge building session with high educational outcome. Attendees learn about successful methodologies, resourceful does & don’t, how to, problem-solving tips, decision making scenarios and executive management buy-in strategies.

KY TRAINING FIRST ROUND09.50

SOFT SKILLS ACQUISITION

Followed by Q&A with Peter Shaw - Smith, Journalist, IHS Markit


Followed by Q&A with Rene Degen, Industry Specialist


Jim Harris, Business Guru

BUILDING AGILE SERVICE ORGANIZATION14.30

SERVICE MASTERY DAY



At the Service Mastery Day, we learn how the power of disruption makes service departments ready to face any challenge. An agile organization channels disruption to make more with less, like new ways to enrich service offerings or creative input to reap higher benefits from what already exist.Opportunities abound, only the most agile will thrive.

14.00LUNCH BREAK

12.05 Workshops

Crowdsourcing for field services: a tool or a disruption? Understanding how to use customer generated content to fuel loyalty, service improvement and delivery.

CROWDSOURCING FIELD SERVICE CROWDSOURCING & FIELD SERVICE

LESSONS LEARNED FROM IMPLEMENTING FIELD SERVICE AND IOT SOLUTIONS WITH THE THEME OF #BANTHEBUZZWORDS.

IOT & FIELD SERVICE

Learn how to tap into real-time data that provide realistic insights into service lifecycle including ability to preempt equipment failure and re-adjust deliverables and contract terms.

INNOVATION IN SERVICE TOOLING

“Do you feel left behind when not able to formulate the increasingly demanding nature of customers and suppliers requirements at a strategic level, therefore, unable to impact corporate management decisions on necessary cultural, process or tech changes?” Learn how to turn it around.

Lars Moller, General Manager, Services Al Shirawi Enterprises

GETTING THE BIG BOSS TO BUY-IN OR HOW TO BECOME INFLUENTIAL IN THE BOARDROOM How to create a client driven service strategy by

harnessing innovative technology and delivering advanced service models to installed customer base.

IMPROVING CUSTOMER’S PROFITABILITY & LOYALTY


11.25 KY Training third Round


Simon Eichhorn, Head of OWN Retail Parts, MAN Truck & Bus

Paul Marien, Director - Field Services, GEA Pharma

• A practical guide to implementing a new service approach using IoT as your market disrupter

• Understanding how to monetize your Field Service IoT ambitions

• An end-to-end demonstration of IoT supported Field Service in use

LEARN

Rory Moore, Head of Industrial Services, Tieto

Philip Emmeneger, VP Sales, CoreSystems


At the NH Schipol, Amsterdam, The Netherlands May 31, 2017 - 14.00 to 18.00 www.servicemasteryday.com #Copperberg

Copperberg

Copperbergwww.servicemasteryday.com

Author of ”Blindsided” Financial Times of London #1 BestsellerSOLD OUT

previous years


99,7 % AGREE THAT JIM HARRIS’ SERVICE MASTERY DAY IS THE MOST ENGAGING AND INSPIRING BUSINESS BRAINSTORMING TO DATE

CHANGE MANAGEMENT & FIELD SERVICE

LOYALTY & FIELD SERVICE

CORPORATE & FIELD SERVICE





Virtual Reality is often talked about, but how does it actually benefit organizations and their field technicians? Join the demo and see a job being performed live. Volunteers welcomed to act as the technician of the future, using augmented reality goggles.

Presented by: XM Reality

17.30NETWORKING COCKTAIL

18.20NETWORKING DEMOS - VIRTUAL REALITY

19.30DINNERGet ready for an inspirational dinner at at Vok & Mes, an award winning restaurant for its architecture, and enjoy a meal from world-renowned Chef Jonathan Karpathios (also a TedTalk speaker).




DAY 2 - 1 JUNE 2017 SHARE & DEBATE

At FSF 2017, on June 1, attendees are invited to join the debate and share their insights!!

KEY LEARNINGS: • How to win the digitalisation challenge?

• Enrich your customer relation management strategy

• Speak IoT, Cloud and industrial data management

• Learn how to proactively respond to customer’s demand for higher service performance

• Understand what is at stake with robotization, automation and other sophisticated technologies

• Define a path for customised app and optimized service provision

• Become a transformative leader with complex workforce

SMART SERVICE MANAGEMENT

MASTERCLASSES08.00

Understand how to optimize workforce mobility with effective planning, tasks performance as-sessment, efficient time management, pro-active reporting and interactive workload evaluations.

Robert Hancock, VP Sales, Service Power

WORKFORCE PRODUCTIVITY OPTIMIZATION

MASTERCLASS A

Learning about end-to-end smart service delivery with intelligent dispatch and agile site operations .

SMART SERVICE DELIVERY MASTERCLASS C

07.30REGISTRATION

08.50CHAIRMAN’S OPENING REMARKS

Coen Jeukens, Service Contract Director, Bosch

The chairman and Copperberg will explain the agenda for the event, both the educational and social part, to ensure you maximize your participation and ROI.

How to create a package that includes field service, service level agreements and pricing for spares and replacement parts.

SERVICE 4.0 MASTERCLASS B

Service

“Agility, the definitive ingredient for service governance and customer-centric delivery” ! PK





INTEL ON SERVICE 4.010.00 INTEL ON SERVICE 4.0

Hans Houmes, Industrial Engineering lead, PA Consulting Group


WHAT IS AND WHY AN AGILE SERVICE ORGANISATION?

• What is and why an agile service organisation?

• What does it means in terms of investments, corporate objectives and profitability?

• How agility help gain a competitive advantage?

• How to build agile service organizations with integrated systems, limited tech disruptions, adequate physical resources, maximized revenues and excellent customer service relations?

LEARN

08.55 INTRODUCTORY KEYNOTE - (this session gives an outline of practitioners’ expectations and hopes)

WINNING THE DIGITALIZATION CHALLENGE AND DISCUSSING INDUSTRY 4.0

• Addressing the digital gap across industry

• Levelling the playing field for service organizations by creating a better understanding of innovation and technology

• Does innovation translate in efficiency or does it create unnecessary disruptions

• Industry 4.0, IoT, automation and robotization: when and where to start?

LEARN

09.25 INDUSTRY OVERVIEW - (this session offers a measure of the state of the field services function across industries)

SHAPING AFTERMARKET SERVICE MANAGEMENT THROUGH DIGITALIZATION

• What lies beyond the buzzwords

• How to identify the right solution

• How tech company can match service organization growth pace

• What does the future hold for both innovators and service organisations

LEARN

09.40 TECHNOLOGY OUTLOOK - (this session is a tech innovation map for the coming 12 months)

EXPLAIN BY SHOWING

• Use drawing and annotation tools to direct field agents to the solution

• Pause live video, take snapshots and save images to discuss issues and access for future use

LEARN

09.55 AUGMENTED REALITY INSIGHT

Emmanuel Lapierre, VP Sales, Sightcall

Chet Chauhan, Vice President of Product Management for CRM Apps, Salesforce

John Heald, Global Vice President Solution and Strategy, SAP

Bjarte Bogsnes, VP Performance Management, Statoil


Field technicians can show the problem as they see it and experts have the ability to share documents or manuals with agents in real time on any device. It’s hard to describe every detail with a simple call. SightCall allows field techs to show a problem, eliminating potential mis-communication and drastically reducing the possibility for errors.

A few manufacturing companies have positioned themselves as market leaders in the area of servitization, earning high margins and growing revenues from services. They have successfully transformed by reshaping their strategic position and market image, through compelling offerings that boost their customers ́performance, supported by a uniquely integrated skillset built on innovative business models. How do you compete, organize and transform your organisation into a service led company? How to bring compelling offerings to the market, how to get paid for services, what capabilities are required and what the challenges are for leadership.





SERVICE 4.0 AND OPTIMIZED PROFITABILITY

• Understanding that for service organization, customers are driving changes

• How to package product and service for customer who wants to buy performance

• Service center: a countercyclical profit center and steady revenue generator for corporations

LEARN

10.15 SERVICE PERSPECTIVE - (this session delves into the commercial side of things with service offerings and growth prospects)

Jan Masschelin, General Manager Services, GE Grid Solutions

10.30MORNING COFFEE AND 1TO1 MEETINGS


Gary Hammond, Group Financial Controller, Veritek

VERITEK – SERVICE INNOVATION DRIVING EXCEPTIONAL CUSTOMER EXPERIENCES

11.00 TRACK SESSION A1

Brant Carter, Market Strategy, Trimble

AUTOMATION VS. MANUAL: WHAT WORKS BEST EFFICIENCY AND COMPETITIVENESS

11.00 TRACK SESSION B1

Esben Rasmussen, Chief Operating Officer, Dezide

INCREASE UPTIME WITH IMPROVED ON-SITE MAINTENANCE HANDLINGS SCENARIOS

11.00 TRACK SESSION C1

LEARN

Are you interested in finding innovative ways to deliver exceptional customer experiences while simultane-ously minimizing service costs? Are you grappling with a fiercely competitive environment and increasing customer demands? Are you seeking ways to rise up the service monetization curve? If you answered yes to any of these questions, then you will want to make sure you attend this session

• Companies that provide service are under more and more pressure to reduce costs, improve competitive position and achieve the highest levels of customer satisfaction

• See how Veritek is creatively designing tailored solutions that are delivering exceptional customer experiences without increasing costs

• Gain insights into their service transformation journey and best practices when it comes to leveraging technology to support their mission

Bart van den Hurk, Senior Business Consultant, Astea International


16 4th Field Service Forum 2017 WORKSHOP VALUE CHAIN TALKSKY TRAINING SERVICE LAB ROUNDTABLE TRACK SESSION SERVICE MASTERY MASTER CLASS PANEL



IOT & CONNECTED ASSETS IN THE FIELD - START SMALL BUT THINK BIG

12.00 TRACK SESSION A3REMOTE DIAGNOSTICS 12.00TRACK SESSION B3

CUSTOMER SATISFACTION MEASUREMENT AND METRICS FOR IMPROVED DELIVERY, RETENTION AND SLA’S


Revisiting how to implement remote diagnostics systems that allows preemptive actions and calibrated solutions.

Tomasz Sinkiewicz, Field Service Specialist, Comarch

LEARNHow do you start your IoT strategy? Many companies have started with the big data approach, driven by external influences, but we also see many examples that shows the benefits with starting small. We talk about real examples - where the difficulties are and how to achieve genuine realizable benefits.

LEARN

Olle Alvemark, Industry Director, Manufacturing, IFS

12.30LUNCH BREAK

Tracking and measuring customers satisfaction is imperative for service organization vying to improve service performance. It is important to know how to capitalize on key metrics that has the power to affect revenue prospects.

LEARN

Raymond van Ringelenstein, VP Service, Koning & Hartman

WORKFORCE PLANNING FOR SERVICE EFFICIENCY AND PROFITABILITY

11.30 TRACK SESSION A2DEFINING A NEW CUSTOMER EXPERIENCE BY CAPITALIZING ON END-TO-END CLOUD, MOBILITY AND IOT

11.30 TRACK SESSION B2ON-TIME PERFORMANCE: HOW AIRBUS IS DELIVERING TOP NOTCH SERVICE EFFICIENCY, ENHANCED OPERATIONAL EXCELLENCE AND EXCEED CUSTOMER EXPECTATIONS


• Predictive data analytics preempting on event and mitigating risks and enhanced speed of reaction/ support

• Security for big data management

• Innovation to prevent disruption, smartly deliver quality and enhance service profitability

• Smarter dispatch for agile service operations

LEARN

Edmilsson Toledo, VP Service, Ericsson

• Fleet performance measurement

• Operational reliability

• Smart support

• Managed data analytics

LEARN

Pedro Wiendels, Director - Field Service, Airbus

• Cost-saving approach to workforce deployment

• Aligning to customers needs and priorities

• Adequate staffing with reduced response time and calibrated delivery

LEARN


Followed by Q&A with Kris Oldland, Journalist, Field Service News

FIELDSERVICENEWS




Empowering the Connected Ecosystem for Service Monetization

Bart van den Hurk, Senior Business Consultant, Astea International

Stay Connected

Robert Hancock, VP Sales, ServicePower

AI for service efficiency

Esben Rasmussen, Chief Operating Officer, Dezide

Customer-Centric Solutions Phil Davies, Director of Solution Consulting, ClickSoftware

You consider using an interactive spare parts catalogue for your service?!?

Estelle Acamer, International Sales Manager, Docware

Round 1 - IoT-powered service management with SAP solutions

Ulf Guttmann, Solution Manager, SAP Industry

Business Unit

Round 2 - Streamlined field service management with SAP solutions

Gert Tackaert, Vice President Product Management, SAP

DIGITALIZATION, IOT AND IIOT

EXECUTIVE ROUNDTABLES - TWO ROUNDS13.30

1 2 3

4 5 6

Service



FIELD SERVICE TECHNOLOGY INNOVATION PANEL DISCUSSIONS

CLOUD PLATFORM PANEL DISCUSSION

• Cloud for customer engagement

• Cloud for self-service

• Cloud for data management

• Cloud for remote support

• Cloud and field service automation

LEARN

14.30

Panelists:Pedro Wiendels, Director - Field Service, Airbus

Edmilsson Toledo, Global VP Service, Ericsson

Tim de Wolf, Smart Industry Specialist, Koning & Hartman

SERVICE AND IOT MONETIZATION PANEL - MONETIZING TECHNOLOGY AND CAPABILITY

14.30

Moderator:Rene Degen, Industry Specialist

Moderator: Nick Frank, Industry Expert

Panelists:Lars Moller, General Manager, Services Al Shirawi Enterprises

The digitization of products, supply chains and customers is transforming how industrial companies compete and make money. Most business leaders recognize this technology led challenge and are developing digital strategies around Industrie 4.0, IIoT and Servitisa-tion business models. However, turning ideas into real business is a challenge that most business struggle with. The purpose of this panel discussion is to look at how different leaders are coping with this challenge and to see if we can find some underlying themes.

Steve Thorp, Head of Customer Service UK, Global Industrie 4.0 Manager, Swisslog

Lifecycle Engineering, Rolls Royce UK

Service Director, GE Power





15.30AFTERNOON BREAK & CHANGE OVER

CUSTOMER RELATION IMPROVEMENT STRATEGIES

SMART CONTRACT MANAGEMENT

• Improved relations with service organization

• Response time reduction and increased uptime

• What’s make a top rated service

• What makes a top rated service

LEARN

15.40 CUSTOMER’S INSIGHTS

Cees Bijl, Director, Field Service, Philips

TALENT AND COMPETENCE MANAGEMENT

WORKFORCE PLANNING PANEL DISCUSSION

• Workforce mobility planning & IoT

• Enhancing team productivity with IoT and technology

• Task efficiency improvement

LEARN

15.00

Panelist: Christo Roux, Director Field Service, Outotec

Moderator: Jim Baston, Field Service Expert

Panelist: Paul Marien, Director - Field Services, GEA Pharma

PANEL DISCUSSION ON THE SHIFT IN CUSTOMERS REQUIREMENTS AND THE CONCEPT OF BUYING OUTCOME

• What does it means to deliver outcome as opposed to service

• Customized and human-centered service approaches

• Partners and suppliers’ management

LEARN

15.00

Panelist: Coen Jeukens, Service Contract Manager, Bosch

Moderator: Kris Oldland, Field Service News

Panelist: Christophe Bassole, VP Service EMEA + India, Tektronix

Panelist: Jean- François Tourrenc, VP Services, Gebo Cermex

Panelist: Simon Eichhorn, Head of OWN Retail Parts, MAN Truck & Bus

FIELDSERVICENEWS

19


TRANSFORMATIVE TALENT AND COMPETENCE MANAGEMENT: INTEGRATING SOFT SKILLS AND CLIENT-CENTRIC BEHAVIORS INTO SERVICE ENGINEERS SKILLS-SETS

• Building capacity, transferring knowledge, reducing digital divide and reassessing competences

• Top - down to bottom -up change management strategies

• Adapting job functions to the fast evolving nature of the service organizations’ requirements

LEARN

16.10 PRACTITIONER’S INSIGHTS

Presented by: Christo Roux, Director Field Service, Outotec

THE FUTURE OF FIELD SERVICE

ROBOTISATION PANEL DISCUSSION

• What does the future hold for humans in a future era of Fields service robots • Robotics process automation impact on service organization • Beyond IoT, Industry 4.0, Service 4.0: what’s next?

LEARN

16.40

17.10CHAIRMAN’S CLOSING REMARKS

17.20END OF THE DAY

Moderator: Tim de Wolf, Industry 4.0 Specialist, Koning & Hartman

Panelist: Daan Smans, VP Service, Thyssenkrup




VENUENH SCHIPHOL AIRPORT

NH Amsterdam Schiphol Airport Hotel is located just a 7-minute drive from the airport. This location is handy for the city’s business areas, and 20 minutes from the city centre. Guests love the hotel’s sports and wellness center. It’s a perfect place to unwind - swimming pool, gym, spa and outdoor tennis court are available if you want to keep up on your work out schedule. The Hotel also has a free shuttle bus service from the airport to the hotel.

ABOUT

All Copperberg conferences are run by Coordinatum Business Event Management

For all logistical questions regarding the conference please contact:

Malcolm Larri Email: [email protected]: +46 8 650 02 70

Emilia Rollan Email: [email protected] Tel: +46 8 650 02 70

ACCOMODATION

ATTIRE

AT THE EVENT

We have a prefered rate at the hotel for our delegates and partners.

Business Casual attire is recommended for the conference and evening events.

The conference ticket includes all refreshments and any evening activities for all attendees. Other costs such as travel, accomodation, airport transfers and general expenses are the responsibility of the individual delegate.

EVENT CO-ORDINATION & LOGISTICS

Kruisweg 495. Hoofddorp 2132NA Amsterdam,

The Netherlands

VENUE ADDRESS

LOCATIONThe hotel is conveniently located just

a short drive from Amsterdam Airport

Schiphol. It offers great connections

to the rest of the country by car or

public transport, as well as fast access

to numerous tourist and business sites.

Within 20 minutes you are in the heart

of vibrant Amsterdam.

NH SCHIPHOL AIRPORT

Amsterdam Central Station 22 kmAmsterdam Airport Schiphol 3 kmBus stop 0,2 km

CONTACTKruisweg 495,2132 NA, Hoofddorp

The Netherlands

Information: +31 (0)20 655 0550

Reservations: +31 (0)20 70 18 042

[email protected]

CONTACT FOR [email protected]

+31 (0)85 902 23 00

nh-hotels.com

419 ROOMS • standard rooms

• superior rooms

• superior XL rooms

• superior new style rooms

• 2 junior suites

• 2 suites

• 16 connecting rooms

• 1 room adapted for the disabled

ROOM FACILITIES • free wireless internet access

• direct dial telephone

• mini bar

• toiletries kit

• hairdryer

• wake up service

• room safety deposit box

• room service

FOOD & DRINKS• Restaurant Gusto

• Restaurant Meeting Point

• Bar The Point

• buffet breakfast

• ‘early birds’ breakfast

HOTEL FACILITIES• business centre

• free airport shuttle

• free shuttle service

to business area

• facilities for the disabled

• dry cleaning service (paid)

• private car park (paid)

• newspapers

• indoor pool

• sauna, solarium, steam bath

• fitness

• squash court

• tennis court

MEETINGS & EVENTS

• 15 meeting rooms

• capacity up to 350 people

• suitable for trainings,

meetings, etc.

own parking free wi-fi accessible celebrations gym meetings pets allowed shuttle servicepool

LOCATIONThe hotel is conveniently located just








NH SCHIPHOL AIRPORT



The Netherlands

Information: +31 (0)20 655 0550

Reservations: +31 (0)20 70 18 042

[email protected]


+31 (0)85 902 23 00

nh-hotels.com


• superior rooms



• 2 junior suites

• 2 suites





• mini bar

• toiletries kit

• hairdryer

• wake up service


• room service



• Bar The Point






to business area




• newspapers

• indoor pool


• fitness

• squash court

• tennis court

MEETINGS & EVENTS




meetings, etc.

own parking free wi-fi accessible celebrations gym meetings pets allowed shuttle servicepoolLOCATIONThe hotel is conveniently located just








NH SCHIPHOL AIRPORT



The Netherlands

Information: +31 (0)20 655 0550

Reservations: +31 (0)20 70 18 042

[email protected]


+31 (0)85 902 23 00

nh-hotels.com


• superior rooms



• 2 junior suites

• 2 suites





• mini bar

• toiletries kit

• hairdryer

• wake up service


• room service



• Bar The Point






to business area




• newspapers

• indoor pool


• fitness

• squash court

• tennis court

MEETINGS & EVENTS




meetings, etc.

own parking free wi-fi accessible celebrations gym meetings pets allowed shuttle servicepool



REGISTERANDSTAY

UPDATED

CHOOSE YOUR TICKET

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 (with-out 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.

+

1CHOOSE YOUR TICKET

2REGISTER+46 8 651 10 [email protected]

YOUR TICKET IN 2 STEPS

Value Package Conference + Workshop A or B + Service Lab + KY Training + Service Mastery Day 2790 EUR excl VAT

Essential Package Conference + Workshop A or B + Service Mastery Day 1990 EUR excl VAT

Inspirational Package Conference + Service Mastery Day 1790 EUR excl VAT

Discovery Package Workshop A or B + Service Lab + KY Training + Service Mastery Day 1490 EUR excl VAT

* Full Networking includes cocktail reception, all networking breaks and lunches, one banquet dinner, and access to pre-event meeting system to book meetings with other participants



For the value package special offer or group bookings please contact

Miss Liene Bergström (Visocka) at [email protected]

FOURTH ANNUAL FORUM

© 2017 Copperberg. All rights reserved. For more information, email [email protected] or visit www.copperberg.com.

Copperberg

Sveavägen 159 113 46, Stockholm, Sweden

Phone: +46 8 650 02 70

Fax: +46 8 441 07 93

Email: [email protected]

www.copperberg.com

BUILDING AGILE SERVICE ORGANIZATIONS · 2 4th Field Service Forum 2017 Field Service Excellence...

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