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Power Panel

| Power Panel: Transforming Performance Measurement into Successful Executions |
| Power Panel: Leadership - Back to the Basics |

Transforming Performance Measurement into Successful Executions

 

Moderator: Pim Bonsel, Executive Vice President Global Research, AFSMI

Panelists:

Thomas Lah, Executive Director, TPSA Craig Bernero, Global Senior Director, Problem Resolution and Escalation Management Infrastructure and Environment Support, EMC Markus Naegeli, European Service & Support Director, Canon

Metrics, Standards and Certifications are common terms in the service world, but how do companies translate all of these performance measurements into an effective and efficient service operation? Are we using the right metrics, and is there alignment between the strategic objectives and the operations performance measurement plan? Top executives from companies with high performing service operations will share their best practices, and discuss possible pitfalls companies may encounter in the pursuit of performance metrics. The power panel will offer insights on defining the right measures and how to incorporate them in the right areas of your service operation.

About Pim Bonsel
Pim Bonsel is executive vice president of global research for AFSMI. Considered an outspoken visionary for the services industry, Pim has given over 100 presentations worldwide on a variety of topics related to various management aspects of the services industry and also about doing business in Europe. He has written many articles for international industry magazines, including Sbusiness, and often is interviewed or quoted in other articles. Pim also has served as executive vice president of EMEA operations and executive director for the research and studies division of AFSMI, in which position he conducted a number of well-received services leadership projects, including benchmarking and establishing senior services leadership platforms. Pim may be reached at pbonsel@afsmi.com.

About Thomas Lah
About Thomas Lah Thomas Lah co-founded and currently serves as the Executive Director for the Technology Professional Services Association (TPSA).

Since 1996, Thomas Lah has helped a broad range of companies establish or improve their professional services organizations. Prior to TPSA, as founder and principal of Thomas Lah, Ltd. he became known worldwide for his incisive analysis, strategic thinking, and creative solutions. His recent books include Mastering Professional Services (Professional Services Press, 2005), and Building Professional Services: The Sirens’ Song (Prentice Hall, 2002). Mastering Professional Services (Professional Services Press, 2005), is the first complete guide to designing a viable services strategy that complements a broader company portfolio. Building Professional Services: The Sirens’ Song (Prentice Hall, 2002), has been adopted by technology companies throughout the world, including China’s Lenovo, which acquired IBM’s PC business in early 2005.

In 2004, he was invited to Zhejiang University in China to lecture on the topic of building professional services. In his earlier career, he was Director of Solutions Engineering at Silicon Graphics. Previously, he worked with several other companies in related roles, including Director of Solutions Engineering, Business Development Director, Regional Sales Director, and Senior I/T Development Manager.

He received an undergraduate degree in Information Systems and holds an MBA from the Fisher College of Business at The Ohio State University.

About Craig Bernero
Craig Bernero is Global Senior Director/GM for EMC Corporation’s Technical Support Infrastructure Software and Environment Support organization, with teams based in Hopkinton, MA, Duluth, GA, Cork, Ireland, Sydney, Australia and Bangalore, India. His team has direct focus on Infrastructure Software application support, Recovery, Backup, Replication and Data Mobility technologies, Operating System/Host support, SAN Connectivity technologies which represent over 100+ products (hardware, software and appliance based) and 10+ OEM support relationships, as well as the Local Language Support. Craig has over 15+ years of experience in the high technology field, nine specifically with EMC Corporation including both pre- and post- customer facing roles. Craig has held various positions, both technical and management in scope within EMC's engineering, pre-sales and technical support organizations. Prior to EMC he worked in service capacities including Technical Support Manager at PTC for their Installation, Systems, Interface and Analysis teams, Special Accounts group and as a Sr. Implementation Specialist for System Integrator NTSI. Craig started his career as a CIM Engineer within R&D at GE Aircraft Engine after obtaining his B.S. in Manufacturing Engineering, from Boston University. He is currently pursuing his MBA from Northeastern University.

About Zane Bennet
Zane Bennet, executive director of global services for Novell, leads a new organization focused on delivering quality service to Novell's global partners and customers. Over his 16 year career with Novell, Zane has held a variety of technical support positions including; director of premium support, district support manager, and product support manager. Zane has a Bachelor of Science in Information Systems degree from the University of Phoenix where he graduated with honors.