Join the Community  •  Contact Us
Welcome Guest Login
  

Italy Chapter

Giorgio Di Giovanni, President

ASAP Forum: Valuing the Services of a Product
Given the success of the previous three conferences (December 2003, February 2005, and May 2006), the ASAP (After Sales Advanced Planning) Service Management Forum is again being organized for 2007 in cooperation with the Italy Chapter of AFSMI. The 4th annual ASAP conference, “From After-Sales to Added-Value Services,”will be held on November 21 at the University of Bergamo in Dalmine, Italy.

The Forum is being held with the following goals:

  • Serve as the venue for the annual meeting of the ASAP services management community.
  • Share with the participants the conclusions reached by the Scientific Committee, in which AFSMI members are involved.
  • Develop through four sessions the prime motives of: 1) service value and 2) customer care, as viewed by the different industry sectors of durable consumer goods (inclusive of domestic appliances, consumer electronics, automotive, and motorbikes), capital goods (including tooling machines and industrial plants), and the end user.
  • Create and promote opportunities for discussion on cross-sector themes of after-sales service, such as:
    • Service value, in terms of evaluating and emphasizing service activities for durable goods companies, e.g., direct and indirect costs and benefits of service and service-driven effects (differentiation, customer retention, brand building, product improvement), services management, business, logistics, technical, and communicative strategies.
    • Customer care, in terms of strategic goals, customer relationship management, the call center, and the technological substructure supporting the customer relationship.
  • Promote the sharing of knowledge, experiences, and exigencies within different industrial spheres.
  • Serve as a forum for the Scientific Committee to illustrate the key outcomes reported in (Re-)design the After-Sales Service, written by the ASAP researchers.

Featured speakers will be managing directors of after-sales service units of renowned national an international companies such as Sony, Canon, BMW, FIAT, Indesit, and Electrolux. More than 160 participants representing industries such as machinery, consumer electronics, domestic appliances, automotive, and consulting and media companies attended the 2006 event, providing very positive feedback related to both the content and the organizations involved in the conference. The Italy Chapter looks forward to another stellar event this year. Visit www.progettoasap.org for more details.

For more information on the chapter and its events, stay tuned to the AFSMI Newsline or contact chapter president Giorgio Di Giovanni at giorgio.digiovanni@canon.it.