Expo Theater Solution Sessions Bio's and Abstracts

Expo Theater: Solutions that Drive Excellence and Deliver Results

Taking advantage of new services industry opportunities involves applying key technologies to support your programs and initiatives. In the Theater learn about solutions that can empower your organization to provide quality services to all your customers.

Presenting Partner Organizations: Astea International, ClickSoftware, Dexterra, Qualtech Systems, RedPack Network and Single Source Systems.

Setting Service Organizations on a Path to Excellence

Professor Moshe BenBassat
Chairman and Chief Executive Officer
ClickSoftware

This presentation will identify the specific opportunities that exist within all service organizations to “optimize” their service policy decisions and streamline their service planning and delivery. As every improvement in workforce efficiency and effectiveness goes straight to the bottom line, considering modern techniques for workforce and service optimization is essential. This presentation will focus on the critical decision points of deploying “optimized workforce management” to increase the efficiency of service organizations. Starting with the intense aspects of real time service delivery execution and going on to discuss optimal shift planning, tactical resource planning, long term capacity planning, forecasting and analytics.

About Moshe BenBassat
Following a long and successful academic career with positions at USC, Tel Aviv University and UCLA, Professor BenBassat established himself as one of the world's leaders in the area of optimization and decision support software for a wide variety of applications. His research work was supported by DARPA (The U.S. Defense Advanced Research Project Agency); NIH (National Institute of Health); Ballistic Missile Defense Agency (via TRW); ARI (U.S. Army Research Institute); NASA; and NSF (National Science Foundation). Professor BenBassat has published extensively in leading professional journals, led many executive training workshops, and has lectured in numerous industry events worldwide. In 1996 Professor BenBassat coined the term "service chain optimization" - as an analogy to supply chain optimization - and is considered the "guru" in this field.

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

Tony Petrucciani
CEO
Single Source Systems, Inc.

Service presents a tremendous business opportunity for product-based companies to drive increased sales and higher profits while also improving customer satisfaction. In working with over 400 customers worldwide helping them manage the business of service, Tony Petrucciani, believes that for many organizations transforming service into a business, the right approach is to treat post-sales service like a new venture, applying “start-up,” entrepreneurial disciplines to drive rapid growth, performance and value. In this session, Tony will show you how to apply the concepts outlined in the book, “Mastering the Rockefeller Habits”, to achieve results for his business and his clients’ service organizations. By attending this session, you will learn how to:

Build the structure for communication and execution into your organization, allowing it to withstand rapid growth and change
Set priorities in a hectic, interrupt-driven environment
Focus your service organization on the “right” drivers

About Tony Petrucciani
Tony is the Chief Executive Officer of Single Source Systems, Inc. a Fishers, Indiana based service business software development and professional services company. As CEO, Tony oversees the operations of over 65 professional employees working to support a growing customer base of over 400 clients worldwide. Tony’s company develops and supports service management software solutions that drive efficiencies for companies that service high-tech, industrial or medical capital equipment. Since starting the company in 1985, Tony has more than 20 years of software engineering and service industry experience, including extensive international business expertise gained through his efforts to support his customers and partners throughout North America, Europe & Asia. Tony has also successfully completed the world-renowned M.I.T. / Inc. / Young Entrepreneurs Organization (YEO) “Birthing of Giants” executive program.

Service Intelligence – Revolutionary Breakthrough

Robert D. Ticknor
Vice President Business Development
Qualtech Systems Inc.

This presentation will outline how Pratt & Whitney, Orbotech, NASA, Honeywell, Sikorsky and others have used Service Intelligence to significantly improve their field services. We will discuss the value of moving to a “diagnose before dispatch” model and how to better ensure you are dispatching the correct skills, material and knowledge needed to complete the repair, the first time. Learn how using a service management system, such as Service Intelligence, combined with an effective knowledge management strategy can allow every technician to perform like an expert. Companies that adopt this approach can expect to see significant improvement in key service metrics as well as in their financial performance. Find out how to reduce your parts inventory and increase utilization of your critical field service labor.

About Robert D. Ticknor
Bob has over 35 years of experience in the service industry and is an expert in all facets of service management, administration, operations, program and project management. His sample customers include Sony, Xerox, KLA, Applied, Microsoft, Microserv, Philips, Credence, DAT, Abbott Labs, HP, Lucent, IBM, Tyco, Carrier, Trane, Honeywell, SGI, Whirlpool, A&E Signature, Echo Star, Level 3, Avaya etc. He has collaborated with these customers to save millions of dollars by dramatically improving work processes and business performance. Bobs’ knowledge and passion for the service industry stems from his hands-on experience in leading large service organizations. He founded and ran a consulting organization exclusively focused on helping service organizations and played leadership roles in blue chip strategy, management and technology consulting organizations.

The Field Service Challenge – It’s Still Around

Brian Philbin
Solution Development Program Director
Dexterra Inc.

The session will discuss the Field Service Challenge – getting the right person to the right job at the right time with the right information, materials and support to get the job done right. Doing this while achieving the highest level of service and the lowest of cost of delivery can still be a formidable problem even for the leaders in service delivery. With all the technologies available today, with all the existing investments in back office solutions, scheduling and planning engines, and even mobility, service businesses still cannot easily and cost effectively automate their service delivery. We will discuss the reasons for this dilemma and the simple solutions and strategies for finally solving it.

The Intelligent Enabled Workforce – Service Performance Management for the Masses

Mitch Green
Director of Business Value Consulting
Astea International

Business end users no longer want to learn about and use stovepipe tools and technologies to access, analyze and present information. Instead, they want to access, analyze and present information within and as part of their business work style and process. Organizations are starting to look at monitoring and managing their business, people, processes and operations at multiple levels. In general, the more broadly information is made available to employees, the more value the enterprise can extract from the information and the employees. It may be easy to talk in general terms about "optimizing performance" for a process, operation or across an organization, but it will be interpreted differently by employees in an organization depending on their level of seniority and their departmental or functional focus and priorities.

Mitch Green
Mitch is the Director of Business Value Consulting for Astea, International, where he helps servicing organizations discover unrecognized value within their current processes and add business value by introducing new processes. On the technology side, Mitch has been on executive teams at companies leading their industries, led technology organizations through hyper-growth cycles, and has been a Technology Evangelist for HP. Mitch also has an extensive background in process management, financial and risk analysis, and in the world of consulting.

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

The “Last mile” in the logistics network is an increasingly critical focal point in today’s parts logistic networks. This is primarily due to the dependencies, and implications of related events that take place in the hand off from the logistics/transportation organization, to the service organization. The “last mile” is where this hand off takes place, and creates an opportunity for gray areas of process filled with hybrid solutions and creative custom efforts. Although well intentioned, they do not allow for repeatable, predictable processes that optimize your service capabilities.

This session will provide an advance overview into the issues and solutions involved in optimizing the field service operations with last mile parts logistics solutions in the USA as well as Europe.

About Juan Sotolongo
Juan Sotolongo is the CEO of RedPack Network Inc, the industry leader in “parts proximity services. Juan has over 30 years experience in the business services sectors. He has a broad background in the logistics and parcel sectors, as well as the BPO sector and Call Center operations. During his business career, he has been successful as a corporate executive with UPS, primarily in Europe, and more recently as a founder and entrepreneur in Europe and the US. His current challenge is as CEO of RedPack Network Inc, a company he founded in late 2005 to bring to the US marketplace new solutions in the area of service parts logistics.

During his years with UPS, he worked and lived in Germany, Belgium and the UK. The focus of his responsibility was to restructure and integrate the 16 companies that UPS had acquired. This involved operational integration, systems integration and service offering integration. This was successfully accomplished by 1996. In Latin America he was instrumental in the creation and launching of the UPS operations in Latin America, including the opening of wholly owned operations in Mexico.

About Tim Geiken
Tim Geiken is Executive Vice President; Sales and Marketing, for RedPack Network, the industry leader in “parts proximity” services. Tim’s background includes over 24 years of executive level experience in the transportation and logistics industry. His current responsibilities include oversight of sales, marketing, and network services for RedPack. Prior to joining RedPack, Tim spent 21 years with United Parcel Service. As Vice President of Electronic Commerce at UPS, he directed marketing strategy and activities supporting electronic commerce. Tim also served as Vice President of Sales/Marketing for the NorthWest region of the U.S., where he directed sales, and pricing, consulting, and marketing activity. Tim has served on the board of the Massachusetts Institute for Technology “MIT E-business center” and currently serves on the Board of Directors of “The Honey Baked Ham Company”. Tim is an Engineering Graduate of the DeVry Institute of Technology and the Michigan State Executive Logistics Program.