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Agenda at a Glance

Sunday - September 16, 2007

4:45am 7:00pm

Cyber Cafe

Sponsored By:
Oracle         Intel
12:00am 7:00pm

Registration Open

5:00pm 7:00pm

Welcome Reception in Expo Hall

Monday - September 17, 2007

7:30am 6:45pm

Cyber Cafe

Sponsored By:
Oracle         Intel
7:30am 6:45pm

Registration Open

8:00am 9:00am

Breakfast and Solution Sessions in Expo Hall:

Solutions Session (8:15am – 8:45am)

The Field Service Challenge – It’s Still Around

Brian Philbin, Solution Development Program Director, Dexterra Inc.
9:00am 10:00am

General Session
   

Welcome Address

J.B. Wood, CEO & President, AFSMI, SSPA & TPSA
   

Keynote

Egonomics: Managing the Power of Ego

 

Steven Smith, Author, Founder, MarcumSmith, LC
10:15am 10:30am

Refreshment Break
10:30am 11:30am

5 Concurrent Breakout Sessions in tracks:

Field Service Operations

How to Centralize your Field Service Operations to Maximize Profitability

Peter Manni, Vice President, North American Client Services, Siemens Business Services

Sales and Marketing

The Value Proposition: Why Cost Is Irrelevant, Only the Perceived Value Is Important

Bill Yeager, Vice President, Global Customer Service, Elekta
Goran Sommar, Vice President, Global After Sales, Elekta
Steve Downton, Director, Downton Consulting

Customer Support/Professional Services

The Hidden Force Behind Customer Satisfaction

Chris Farnath, Senior Director, Customer Support Europe & Africa, Aspect Software

Leadership and Management

Leadership in the International World

Martin Gilday, Vice President & General Manager, Global Outsourcing and Infrastructure Services, EMEA, Unisys

Case Studies: Parnering for Success

Achieving World-Class Service Performance; Case Study on Diebold Inc. and the Unified Global Service Delivery Model

Bill Adams, Director, Global Field Service, Business Transformation, Diebold
This session is presented on behalf of Oracle.
11:30am 1:30pm           

Lunch in Expo and Solution Sessions:

Solution Session (11:45am – 12:15pm)

Managing Service as a Profit Center: Applying the ‘Rockefeller Habits’ to Drive Growth, Performance and Value

Tony Petrucciani, CEO, Single Source Systems, Inc.
Solution Session (12:30pm – 1:00pm)

Service Intelligence – Revolutionary Breakthrough

Robert D. Ticknor, Vice President Business Development, Qualtech
1:45pm 2:45pm

5 Concurrent Breakout Sessions:

Field Service Operations

Trials of Implementing Shared Services

Jonathan Clough, Associate Director, Voyager Solutions Ltd.
Stephanie Mart, Organizational Change and Development Executive, Rolls Royce Plc

Sales and Marketing

Leveraging “Smart Services” to Drive Product and Service Sales

Mark Vigoroso, Chief Services Strategist, nPhase, a QUALCOMM business

Customer Support/Professional Services

Using Metrics for Continual Improvement

Jeffrey Brooks, Senior Manager Support Services, Peak 10

Leadership and Management

Service Leadership

Robert Hobbi, President & CEO, Service Elements International, Inc.

Case Studies: Partnering for Success

Scaling Your IT Services On Demand

Paul Nadjarian, Senior Vice President of Marketing and Product, OnForce
George Harris, President and CEO, GAServices
2:45pm 3:00pm

Refreshment Break
3:00pm 4:00pm

5 Concurrent Breakout Sessions in tracks:

Field Service Operations

Improving Profits with Mobil Technology

Russell Corace, Executive Vice President, Product manager, Printek Inc.

Sales and Marketing

State of Services Marketing & Sales

Al Hahn, Principal, Hahn Consulting
Jim Payne, President, S–Market Strategies
Sue Nemetz, Service Development & Planning Manager, Liberty Mutual Group

Customer Support/Professional Services

Quality Case Management Processes

Zelda Garrison Desany, Global Director, Problem Resolution and Escalation Management Infrastructure and Environment Support, EMC

Leadership and Management

Organizing for Success – Work Habits

Vince Kriauciunas, Services Planning Manager, Agfa HealthCare

Case Studies: Partnering for Success

Win-Win-Win:  How Fujifilm uses RxMS to improve machine performance, lower costs and improve customer satisfaction

Bob Thomas, President, Rx Monitoring Services, Inc.
Neil Johnson, Vice President, Technical Solutions and Support, Fujifilm Graphic Systems USA, Inc.
4:15pm 5:15pm

Keynote

Service Innovation

Todd Hewlin, Managing Director, TCG Advisors
5:15pm 6:45pm

AFSMI Night Reception in Expo Hall
7:00 pm  

Explore Orlando for Dinner

Tuesday - September 18, 2007

7:30am 5:45pm

Cyber Cafe

Sponsored By:
Oracle         Intel
7:30am 5:00pm

Registration Open
7:30am 8:30am 

Breakfast and Solution Sessions in the Expo Hall:

Solution Session (7:45am – 8:15am)

The Intelligent Enabled Workforce – Service Performance Management for the Masses

Mitch Green, Director of Business Value Consulting, Astea International
8:30am 10:00am

General Session
   

Keynote

The New AFSMI

Mike Davison, Vice President, Member Programs, AFSMI
   

Keynote

Play It Right 2.0

Jack Van Driel, Chief Technology Officer, IBM Benelux; IBM Innovation and Technology Team
10:00am 10:15am

Refreshment Break
10:15am 11:15am

5 Concurrent Breakout Sessions in tracks:


Field Service Operations

Transformation of Service to "Services" – Approach, Products, and Leadership

Timothy Donelly, Regional Services Manager, Xerox Corporation

Sales and Marketing

Revenue Growth through Customer Intimacy: Developing an Account Centric Sales Model

Dr. Judy Fick, Vice President and General Manager of Worldwide Sales and Operations, Unisys

Customer Support/Professional Services

Why Do We Have Professional Services?

Thomas Lah, Executive Director, TPSA

Leadership and Management Development

Leading a Large Customer Support Organizatioin

Mark Smits, Vice President, Customer Service, Abbot Diagnostics

Case Studies: Partnering for Success

Innovation in Field Service Management by Panasonic, Adobe Systems, Inc. and Intel

Mike Morel, Director of Vertical Solutions Marketing - Manufacturing, Adobe Systems
This session presented on behalf of Panasonic.

Case Studies: Partnering for Success

Strategies for extracting real life benefits from your Service Management System

Tim Spencer, Vice President of Technical Service & Support, GBC
This session is presented on behalf of Vertical Solutions.
11:30am 1:45pm

Lunch and Solution Sessions in the Expo Hall:

Solution Session (11:45am – 12:15pm)

Last Mile Parts Logistics: S-Business realities in the U.S. and Europe

Juan Sotolongo, CEO, RedPack Network
Tim Geiken, Executive Vice President, Sales Marketing, RedPack Network
Solution Session (12:30pm – 1:00pm)

Setting Service Organizations on a Path to Excellence

Professor Moshe BenBassat, Chairman and Chief Executive Officer, ClickSoftware
2:00pm 3:30pm

2 Concurrent Power Panels


Transforming Performance Measurement into Successful Executions
 

 

Panel Moderator:

  • Pim Bonsel, Executive Vice President, Global Research, AFSMI

Panelists:

  • Thomas Lah ,Executive Director, TPSA
  • Craig Bernero, Senior Director of Technical Support Solutions, EMC
  • Markus Naegeli, European Service & Support Director, Canon

 

Leadership – Back to the Basics
 

 

Panel Moderator:

  • Dennis Gershowitz, Vice President, Client Support, Omega Management

Panelists:

  • Dick Guenther, Former Vice President Support Services, Unisys
  • Gary Ross, CEO, Cott Systems
  • Martin Gilday, Vice President & General Manager, Global Outsourcing and Infrastructure Services, EMEA, Unisys
  • Tom Schlick, COO, XATA Outsourcing and Infrastructure Services, EMEA, Unisys
3:30pm 3:45pm

Refreshment Break
3:45pm 4:45pm

Networking: Centers of Excellence Roundtables


Field Service Operations


Moderator: Peter Manni, Vice President, North American Client Services, Siemens Business Services

Sales and Marketing


Moderator: Dr. Judy Fick, Vice President and General Manager of Worldwide Sales and Operations, Unisys

Customer Support


Moderator: Chris Farnath, Senior Director, Customer Support Europe & Africa, Aspect Software

Professional Services


Moderator: Thomas Lah, Executive Director, TPSA

Leadership and Management


Moderator: Gary Ross, CEO, Cott Systems
5:15pm 5:45pm

Closing General Session
   

Keynote

The Quest for Customer Devotion

Chip Bell, Founder, Manager, the Chip Bell Goup
6:15 pm  

Awards Reception


(black tie - optional)
8:00pm  

Awards Dinner


(black tie - optional)

 

 

 

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