AFSMI Chapter Officer Profile

From the U.K. Chapter: Brian Ford
Head of European Services Business Implementation, Canon Europe

Brian Ford is part of the leadership team of AFSMI’s U.K. Chapter. Brian is also head of European services business implementation for Canon Europe, where he is responsible for developing and implementing new services and fulfillment strategies throughout Europe. He finds that driving service value while achieving organizational efficiency across different country geographies and cultures is an ongoing, but very rewarding challenge. In developing this inaugural edition of AFSMI Newsline’s Chapter Officer Profile, we asked Brian how he first got started in services. His response: By accident!

Originally qualified as an electrical/electronic design draughtsman in 1985, Brian worked for three years as part of the nuclear physics design team of a scientific research facility in Oxfordshire, developing control systems for an underground sychrotron source. While this was a great start to a career in technology, he was keen to move into the commercial world, which came with his first role with Canon Europe as a technical support specialist. “Truthfully, the move to Canon Europe was more by accident than design, as I applied for the role to gain interview experience rather than get a job! That being said, Canon provided a fantastic springboard for me through the late ’80s early ’90s, moving quickly through management ranks as the company expanded and my experience grew.”

In the mid-’90s, Brian undertook the role of national service operations manager for the printer/facsimile arm of the Canon organization. This was a challenging position that involved the management of service provision in a volume product market—a role that taught many important lessons about creating national service quality without losing localized flexibility. Brian moved on through other senior service roles until he became head of services and support for Canon in 2001, responsible for revenue and delivery of all aspects of service throughout the U.K.

In January 2005, Brian assumed his current position as head of European services business implementation, Canon Europe, where he is responsible for developing and implementing new services and fulfillment strategies throughout the European region. Brian’s opportunity to work within many services divisions within Canon allowed him to build a comprehensive view of services on both a national and international level. And because “services” means many different things in different business areas, he feels it’s important to always be clear about the range or scope of services a company has in its portfolio.

Brian’s first experience with AFSMI was at a U.K. Chapter event soon after he joined Canon Europe. He describes it as a lively affair with a varied group of services professionals. Soon after, he was approached by Chris Farnath (then U.K. Chapter president) to sit as part of the chapter leadership team. Because he recognized the networking benefits and was keen to be involved in developing the next steps for the U.K. Chapter, he happily accepted.

Brian has had the unique experience of holding many positions within services, but all within one company, with a variation in roles as the organization grew and evolved its approach to services over the past 20 years. I asked him how his career and his outlook on services have been affected through his AFSMI affiliation, and his response was that he now has a fantastic platform from which to learn from other services professionals in different market sectors. “Whether it be to broaden your own thought process or to bounce some concepts around with like-minded people, I have found that the people I can interact with through AFSMI offer a powerful and independent reference point.”

When it comes to leveraging AFSMI resources, he feels that, as with many things, you will only gain the most from AFSMI if you are prepared to invest some of your own time. “For me in the U.K., the quarterly chapter events are of great value. The topics covered are relevant and up to date, and the speakers provide a professional and valuable insight.” Brian finds it heartening to hear the questions being asked from the audience at chapter meetings, because often the challenges experienced are similar in many organizations. “These are not competitive discussions...the events offer a real occasion to discuss and debate openly about the challenges and opportunities that face all services organizations—thus I believe that attendance is a learning experience for all.”

Through his chapter leadership role, Brian feels that he now has access to a small external group of professionals with whom he has built a strong and trusting relationship, and believes that the impromptu discussions he’s shared add real value and reduce the need to engage consultants or research agencies. Networking and idea generation/validation are just the tip of the iceberg when it comes to the many benefits of becoming involved with AFSMI at the local level via chapters.

In closing, I’d like to thank Brian and AFSMI’s U.K. Chapter president Simon Morris for their help and participation in this inaugural Chapter Officer Profile. If you have any questions for Brian, or to find out how you can become more involved with the U.K. Chapter or an AFSMI chapter closer to your region, feel free to contact Simon Morris at Simon.Morris@clicksoftware.com, or Denise Villamil, AFSMI director of member programs, at dvillamil@afsmi.com.

Suzanne Kaminski
Editor-in-Chief
AFSMI Newsline

If you would like to see one of your chapter officers highlighted in the next Chapter Officer Profile, contact the editor at skaminski@afsmi.com.

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