Breakout Session Bio's and Abstracts

Case Studies: Partnering for Success

Enhancing the value exchange between companies and customers includes implementing technology solutions with a well thought-out and executed plan involving all stakeholders. In this track, we will explore how six companies have successfully partnered with their solution providers to deliver both short and long term measurable value to their organizations and their customers. These sessions will take place in both the Expo Theater and Breakout Session Room.

Participating Partner Organizations: OnForce, Oracle, Panasonic Computer Solutions Company, Rx Monitoring Services and Vertical Solutions.

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

Oracle

Bill Adams, Director, Global Field Service, Business Transformation, Diebold

Diebold embarked on a progressive campaign in 2002 to globalize their business processes in a single instance of Oracle. Using Oracle v11 applications technologies, Diebold has established a vision of a single source of the truth through common practices and measurements in 100 countries. With the full support and continuing guidance from the Diebold Executive team and in cooperation with all aspects of the corporation, the Business Transformation team is in the process of deploying this global strategy. In Field Service, global processes are enabled with Oracle modules facilitating call center, call management and service supply chain activities. These work in concert with the Product Supply Chain, Finance and Human Resource processes all housed within the single application.

About Bill Adams
Mr. Bill Adams is currently leading the Global Field Service Business Transformation team with the responsibility of designing global service processes and deploying Oracle in forty direct Diebold service operations around the world. Bill has been with Diebold for thirty six years and has been involved with process and system design in all aspects of Diebold Service. The past ten years have been spent focusing on integrating international acquisitions and globalization of the service business.

Case Study: Scaling Your IT Services On Demand OnForce

Paul Nadjarian, Senior Vice President of Marketing and Product, OnForce
George Harris, President and CEO, GAServices

VARs and Solution Providers continue to face variable demand. Hiring, training and retaining too many on-payroll technicians hurts profitability during downtimes; having too few hurts growth opportunities during uptimes. By leveraging on-demand IT professionals through OnForce, George Harris from GA Services has solved this previously unsolvable problem. He can now bid on and win any type of rollout – VoIP, POS, Plasma TVs, traditional IT – and use highly qualified off-payroll technicians to fulfill it. This presentation provides insight into how service companies can find IT technicians to support rollouts and projects nationwide. The speakers will provide tips about gaining more control over the IT service lifecycle and achieving higher levels of customer satisfaction. Attendees will learn about Web-based resources, such as OnForce, that can be used by solution providers to find, manage, and pay contract IT professionals.

About Paul Nadjarian
Responsible for overseeing the development of the OnForce platform and implementation of programs to communicate OnForce products and services, Paul Nadjarian is OnForce's top marketing and product officer. Nadjarian was an executive at eBay, responsible for the growth of the eBay Motors Parts & Accessories business, which he rapidly grew to become the world's largest on-line marketplace for parts and accessories. Earlier, he held several positions in sales and marketing within Ford Motor Company where he ran Ford's lead-management solution team. During his time at Ford, Nadjarian was co-founder of GreenLeaf, Inc., an automotive recycling venture within Ford. Nadjarian earned a B.S. in Economics from the University of Michigan and an M.B.A. from Harvard Business School.

About George Harris
George, who is an owner of GAServices, has over 30 years of experience in managing field service operations - most notably as Vice President, Worldwide Customer Support for Symbol Technologies. He is well known in the computer and telecommunications service sector having served two terms as Chairman and President of the Association for Service Management International (AFSMI). He is a strong leader who understands field service mentality at the grass roots level having started his career as a field service technician. His broad based knowledge of the computer and telecom/datacom network sector and his expertise in building third party service business make him an excellent choice to lead GAS in providing superior service to our customer.

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

Rx Monitoring

Bob Thomas, President, Rx Monitoring Services, Inc.
Neil Johnson, Vice President of Technical Solutions & Support, Fujifilm Graphic Systems USA, Inc.

This presentation will describe the relationship with a service group and a vendor (consultant) that modified their business practices to provide the best equipment performance, system uptime and lower warranty and service costs all while keep the customer satisfied! Gathering pre-site data from power quality, temperature and humidity and every install (without using your own personnel) provides valuable data for protecting the systems from future issues that will cost you money in warranty and service contracts. Learn how FujiFilm utilizes vendors to reduce their workload while providing a method of improving the system perform and maintaining warranty and service expenses. All this can be accomplished while providing outstanding customer service and satisfaction.

About Bob Thomas
Bob is a graduate of University of Detroit with a Bachelors Degree in Electrical Engineering. He spent six years as an Engineering Manager for an Illinois based power conditioning company before moving into service management. In 1995, Bob founded the power quality consulting firm, Rx Monitoring Services, Inc. He holds three patents; one in power protection methods, one in the development of a high speed data acquisitions system and one in quantifying and analyzing voltage events.

About Neil Johnson
Neil has over 30 years in field service with major companies such as Burroughs, AGFA, and Fujifilm. Over the past 12 years, Neil has been responsible for support of all graphic arts equipment, materials and consultative services for Fujifilm Graphic systems in the United States. He has been successful in delivering profitable services solutions, as well as overall customer satisfaction.

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

Panasonic

Mike Morel, Director of Vertical Solutions Marketing - Manufacturing, Adobe Systems

Customer service organizations are under tremendous pressure to improve customer satisfaction, reduce the cost of service delivery, and fix it right the first time. The key to accomplishing these goals is getting the right information—such as data sheets, up-to-date inventory information, 3-D service manuals, and customer warranties—to the point of work (POW). Technicians in the field need fast, easy access to these materials, and IT departments need to deliver new wireless, mobile capabilities to the field without heavy investments in enterprise systems.

Adobe, Intel, and Panasonic have joined forces to enable a field service management (FSM) solution that harnesses the best technology from all three companies to meet pressing field service needs. The Panasonic Toughbook* mobile computers provide a rugged, reliable, wireless platform for delivering state-of-the-art applications to the field. Intel® Core™ 2 Duo processors deliver the performance, reliability, energy efficiency, and security needed when transferring large, graphics-rich,business-critical documents over wireless networks. Adobe’s software for enabling FSM solutions is easy to deploy, use, and support. Please join us to get a closer look at the key components of this solution.

About Mike Morel
Mike Morel is currently the Director of Vertical and Solutions Marketing – Manufacturing for Adobe Systems. In this role he is responsible for defining and executing on Adobe’s strategy for the Manufacturing industry. Mike brings with him over 25 years of experience in Manufacturing, both as a practitioner in the industry as well as a marketer to this segment. In addition to his five years as a manufacturing manager on the factory floor, Mike spent 15 years at Hewlett Packard where he was part of the team that established the HP manufacturing vertical program across the world. He has also held management positions at ILOG, a French software company, and BEA, a leading middleware company. Mike has both a Bachelor and Master of Science in Industrial Engineering from Stanford University, and an MBA from Santa Clara University.

Case Study: Strategies for extracting real life benefits from your Service Management System

Vertical Solutions

Tim Spencer, Vice President of Technical Service & Support, GBC

A Service Management System should and must do more than handle service calls and invoice your customers. In this session presented by a P&L owner, learn how GBC maximized their system investment to deliver key data to manufacturing, procurement, marketing, and sales to improve product quality and the customer experience. Tangible savings were gained in areas of documentation, field support, training, communications, parts tracking, sales lead processing, customer surveys, and customer support. Come see if these real life benefits can be applied to your business to delight your customers, decrease your costs, and improve your profits.

About Tim Spencer
Tim Spencer joined GBC (ACCO Brands subsidiary) in 2004 as VP Technical Service, and has general management responsibility for services delivery in support of print finishing customers across the US. GBC is a world leader in binding and laminating equipment and supplies, visual communication products, and brand image solutions. GBC’s Service System implementation won the 2006 CRM Innovator Award from Gartner, Inc.

Prior to GBC, Spencer was with Standard Register as General Manager Document Systems. Spencer earned a BA in Business Finance from the University of Utah. He is a board member of The Chicago Chapter (organization of service professionals).