field service east 2012 event agenda

Positioning Your Workforce For Completing MoreComplex Work Without More Resources

September 24-26, 2012 • Grand Hyatt, Atlanta, GA www.fieldserviceeast.com

Here Are 5 Reasons Why Attending Field Service East 2012Will Help Your Company Save Money And Help Your Career

REGISTER NOW! WEB: www.FieldServiceEast.com EMAIL: [email protected]: 1-888-482-6012 or 1-646-200-7530

Position your field force to complete more complex work withoutmore people

Wrap-up your strategy review for 2012 and improve your servicescapacity planning for 2013

Field Service East boasts a 96% unique audience compared toother Field Service programs – an entirely new audience to network andlearn from

It’s the premier event for senior service and support executivesfocused on improving customer satisfaction and service revenue

Not a tradeshow, but a senior level meeting focused on content andnetworking

Leverage The Experiences Of Cross-Industry Service AndSupport Executives To Benchmark, Innovate And ImprovePerformance On:

Sponsors

• Optimizing your field serviceorganization to combat rising fuelcosts, expensive vehiclemaintenance, and carryinginventory

• Communicating value to yourcustomers: Effective servicemarketing

• Services capacity planning • Your service organization’s ability to

maximize your customer’sassets and uptime

• Integrating remote data usinghardware and software infrastructuretools

• End-to-end supply chainmanagement: Answering highcustomer demands and still deliveringsavings

• Interfacing between the customerand the technical support center

• Enhancing field efficiency andsupport through knowledgemanagement

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Hear from leading service andsupport executives on howthey’ve tackled their topchallenges and improved service

Mike NiesenVice President Technical SupportHeidelberg

Ole BuusDirector, Global DocumentOutsourcingXerox Denmark

Arkin PariltanDirector Service SalesVestas Central Europe

Thomas McClureDirector Global Services TSSEMC

Ron ZielinskiVice President, Customer ServiceCoherent

Jeffrey BanksHead of Complex SystemMonitoring and AutomationDepartmentPenn State University/AppliedResearch Laboratory

Wade BrownVice President Field ServiceRoche Diagnostics

Ed BonefontWorldwide Director, Support ServicesOrtho Clinical Diagnostics

Rick CameronVice President and General ManagerCustomer Support ServicesGlasshouse Technologies

Special Early Bird DiscountsAvailable For Manufacturers!Please see page 9 for details.

Find us on Linkedin: Field Service: The Premier Service & Support Conference

Follow Us On Twitter! @FieldServiceUSA #FSEast

Who Should Attend FieldService East?

See What Your Colleagues Are Saying About Field Service!

Presidents, Vice Presidents and Directors of:

• Service & Support

• Customer Support

• Product Support

• Customer Service

• Field Service

• Customer Experience

• Service Operations

• Support Operations

• Customer Operations

• Service Marketing

• Enterprise Service & Support

• Maintenance, Service & Quality

• Technical Services, Operations

5 REASONS To Get BudgetApproval To Attend FieldService East 2012• You’ll review productivity gains…manage resources effectively

• Budgeting effectively to completeinitiatives in an efficient timeframe

• Evaluating where you stand at theend of the year in terms ofproductivity gains

• Strategy implementation review for2012 and planning for 2013

• Execution and completion ofproductivity gains and improvements

“WBR’s Field Service conference is one of the best professional forums I haveattended. It’s impeccably organized in terms of the form (facilities, technical support,communications, etc.) and the content (a distinguished list of speakers, high qualitypresentations, facilitated professional exchange). I’ve enjoyed a number of quiteinformative (and enlightening!) discussions with my colleagues across the industry. “ -Vasiliy V. Krivtsov, Ph.D., Ford Technical Leader - Reliability & Statistical Analysis, Ford

“Field Service was my first event with WBR. It was a great conference! Thespeakers, panel members and round table participants were insightful andpresented thought-provoking material which will help all of us stay on thecutting edge of Service Excellence. It was a good opportunity to network withpeers and suppliers from throughout North America. I will definitely be back.”- Chris Westlake, Director of Service, Hach Company / Danaher

"The WBR Field Service Conference was a great event. This gathering providesan opportunity to confirm your strategy and direction as well as collect newinsightful ideas around service. If you have not participated in this ServiceConference, you are missing out on a real opportunity to learn from the best!"- Frank DiOrio, Vice President Service Operations, Pitney Bowes

“Field Service was excellent; I found very good information on the softwareand hardware aspect of Mobile Computing. More importantly the chance tonetwork with people with similar backgrounds and daily problems was a greatpart of the conference. I must add the location and venue helped as well.” -Ryan Alexander, Business Analyst System Support, Enbridge

“It was a great event. We meet so many people that are growing in theservice arena. The information that we gather helps us to focus and defineour future forward strategies.” - Theresa Charpentier, SCPS, CSM, Sr. Manager,

Distributor Service Development, The Toro Company Commercial, Customer Care

Overall we were very pleased with the recent Field Service Conference in LasVegas in April 2012. The show was at a great venue—the facilities andorganizational pieces provided by WBR were very efficient and well managed.The show was very well attended by numerous companies that have a largecommitment to “world-class” field service operations and there were manysenior level executives and managers that we were able to talk with andexchange information. - IFS 360 Scheduling

September 24-26, 2012Grand Hyatt, Atlanta, GA www.fieldserviceeast.com

Participating Industries atField Service East Include: aerospace, hi-tech electronic,semiconductor and capital equipment,construction industrial and agriculturalmanufacturing, automotive, medicaldevice, imaging, cable delivery,instrumentation and more!


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AGENDA AT-A-GLANCE

8:00 Continental Breakfast & Registration

9:00 Chairperson’s Opening Remarks

9:15 Strategic Leadership For Navigating Explosive Growth In AsiaRon Zielinski, Vice President, Customer Service, Coherent

9:55 Executive Presentation From ServiceSourceAshley Stirrup, Senior Vice President, Solution Marketing, ServiceSource

10:35 Morning Refreshment & Networking Break In The Solutions Zone

11:15 Realizing The Full Spectrum Of Benefits That Can Be Gained ByUpgrading Your Workforce Management System To A Cutting-Edge Mobility SolutionTim Spencer, Vice President, Customer Experience, WMS

11:55 Transitioning From Reactive Customer Care To Proactive ServiceSalesArkin Pariltan, Director Service Sales, Vestas Central Europe

12:35 Lunch For All Attendees

1:35 Re-energizing A Competent Service WorkforceDon Bernard, Technical Services Manager, ADB Airfield Solutions

2:15 Field Service Innovation Spotlight

3:00 Afternoon Refreshment & Networking Breaking In The Solution Zone

3:40 Case Study: Optimizing Remote Operations And Predictive ServicesDavid Bishop, Director, Service Operations & Operations Strategy Service NorthAmerica, Johnson Controls

4:20 Using Innovative Analytics And Technology To Deliver PredictiveServiceEd Bonefont, Worldwide Director, Support Services. Ortho ClinicalDiagnostics

5:00 Avoiding Commoditization: Leveraging Data To Infuse New ProductAnd Service InnovationLarry G. Wash, President Trane Global Services, Ingersoll Rand

5:40 Welcome Reception

6:40 Conclusion Of Day One

Conference Day One September 24, 2012

Conference Day Two September 25, 2012

Conference Day Three September 26, 2012



9:00 Focusing On The Human Element Of Cost Effective Field ServiceUIi Kolrich, Senior Vice President Technical Support, HeidelbergMike Niesen, Vice President Technical Support, Heidelberg

9:40 Executive Presentation From AT&T AT&T

10:20 Investing In Human Capital And Its Potential Effect On Your ServiceErik Alberts, Senior Manager, Service Operations Customer Assurance,Cisco

11:00 Morning Refreshments & Networking Break In The Solutions Zone

11:40 Field Service East Roundtable Idea Xchange


2:00 Panel Discussion: Shaping The Future Of Field Service: DiscussingCurrent Trends And Challenges Wade Brown, Vice President Field Service, Roche Diagnostics; RickCameron, Vice President and General Manager, Customer Support Services,Glasshouse Technologies; Ivin Smith, Vice President Worldwide TechnicalSupport, Pitney Bowes; Scott Berg, Vice President Worldwide Sales,ServiceMax

2:40 Metrics Are KingWeldon Feightner, Vice President and Regional General Manager, Knology

3:20 Field Service Innovation Spotlight: How Automated Service RoutingTechnology Is Revolutionizing The Service IndustryJim Hare, Senior Vice President, FieldOne

3:40 Afternoon Refreshment & Networking Break In The Solutions Zone

4:20 The Future Of Services And The Consumption Model As A Route ToProlonged Revenue StreamsThomas McClure, Director Global Services TSS, EMC

5:00 Effective Planning Prior To Service DispatchBill Fusco, Market Professional, Service Operations, Customer Services SupportDivision, Caterpillar, Inc.

5:40 Conclusion of Day Two



9:00 Service As A Business Development Function: Making TheTransition From Support To Strategic FunctionOle Buus, Director, Global Document Outsourcing, Xerox Denmark

9:40 Streamlining Field Service Mobility For Massive Revenue AndProductivity IncreaseShane Campbell, Field Service Director, Vivint


10:55 Morning Refreshment & Networking Break In The Solutions Zone

11:35 Panel Discussion: Preventing Your Service From Becoming CommoditizedWade Brown, Vice President Field Service, Roche Diagnostics; RickCameron, Vice President and General Manager, Customer Support Services,Glasshouse Technologies; Art McGinn, Vice President Service Operations,Canon Business Solutions; Erik Alberts, Senior Manager, Service OperationsCustomer Assurance, Cisco

12:15 Research Update: How Can Future Mobile And Cloud ComputingTechnology Impact Field ServicesArnav Anand, Research Scholar and Entrepreneur-in-Residence (EIR),UC Berkeley


1:55 Implementing Predictive Maintenance Concepts That Reduce LifeCycle Costs, Improve Maintenance Planning And EquipmentUtilizationJeffrey Banks, Head of Complex System Monitoring and AutomationDepartment, Penn State University/Applied Research Laboratory

2:35 Exploring High Value Services And The Impacts Of ‘Servitization’Tim Baines, Professor Operations Strategy, Aston Business School

3:15 Conclusion of Day Three

September 24-26, 2012

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9:15 Strategic Leadership For Navigating Explosive GrowthIn Asia

Ron ZielinskiVice President, Customer ServiceCoherent

How do you as a leader rapidly align multiple business cultures across threecontinents to build a world-class support structure for bleeding edge productsin support of the world’s most demanding customers?

As with laser light at the atomic level, achieving coherence at a large scalestarts with the first emission: generate the right photon. You as the ServiceLeader need the right understanding of human behavior, at the outset, aswell as the cultural operating context to ensure success. This “context” isexpressed eloquently by an Ericsson executive who pointed out that “culturetrumps strategy every time”. Culture is difficult to quantify and reliesextensively on judgment and subtle knowledge to gain the needed insightshidden within its multidimensional folds. Lacking this understanding andapproaching the challenge in the incorrect manner will yield an outcome ofstunted growth from poor customer support.

The conventional focus on the mechanics of execution: hiring and trainingstaff, assembling key metrics and program managing the expansion acrossthe enterprise does not yield the desired success. While these are all vitallyimportant, insights as to the local team, their culture of excellence in support,and your ability to understand the needs of a local customer needs are vital toyour success.

In this session Ron highlights:• Why: Companies possessing strategic service leadership will build strongerrelationships with their customers, foster employee loyalty in a time ofadversity and lock out the competition.

• The Difficulty: When operating at light-speed in a time of great change,employees are easily frustrated and animosity can develop. Success requiresstrong change leadership, cultural sensitivity, and deftness with employees.

• The role of Executive Leadership: Recruit and retain strategic serviceleadership early on.

• How: Building a service vision employees can gravitate towards andadopting a strategy of personalized coaching to key employees.Relentlessly communicating to create broad organizational alignment andleveraging systems. Engaging broader team skills to foster execution andsupply actionable key metrics.

9:55 Executive Presentation From ServiceSource

Ashley StirrupSenior Vice President, Solution MarketingServiceSource

Please visitwww.fieldserviceeast.com for updates on this session

10:35 Morning Refreshment & Networking Break

11:15 Realizing The Full Spectrum Of Benefits That Can BeGained By Upgrading Your Workforce ManagementSystem To A Cutting-Edge Mobility Solution

Tim SpencerVice President, Customer ExperienceWMS

WMS recently finished a full-scale revamp of their service organization toimprove its mobility, knowledge management and technical assistancecenter performance and capabilities. In this highly informative session Timshares just how exactly WMS was able to pull-off such a large scaletransition and what you need to be aware of before you begin your ownjourney. Session highlights include:• Influencing the ability to be “field ready” back into the design, planningand release timing of new product

• Challenges of educating a remote work force and transferringknowledge on every new product…coming at a frequency of monthly

• How to keep the same tech team motivated and effective, in anenvironment of “do more with same or less”

• New tools implementations • smart phone hot spot for touch screen laptop• Easy “eforms” that you can control…eliminating paper documents• “Face Time” style diagnostics to save trouble shooting time and cost

• Placing techs into engineering development teams full time• Changing new product introduction process to include 3 “builds” priorto commercial launch…Alpha, Beta, Pre-production…all influenced byField Service and part of our Field Service Readiness preparation

11:55 Transitioning From Reactive Customer Care ToProactive Service Sales

Arkin PariltanDirector Service SalesVestas Central Europe

Vestas, the industry’s largest wind turbine manufacturer by market shareand the Sales & Service Unit Central Europe, Arkin Pariltan presents anindustry example of how a change from a reactive customer careapproach to a proactive sales approach improves the service business andsupports the revenue growth of a company.

In this presentation Arkin shares a case study of how the structuredapproach from service product management to a professional service salesapproach supported by strategy and KPI’s can transform to a service salesoriented organization within a sales unit.


1:35 Re-energizing A Competent Service Workforce

Don BernardTechnical Services ManagerADB Airfield Solutions

ADB’s average employee tenure is 14.3 years. The good news is that theirtechnical talent is strong. However this enables associates to challenge“done it that way a long time,” as well as those who have potentially losttheir drive and need to be re-engaged in their work. This is not a uniqueproblem with companies that have been in business for decades and havehad longer tenures.

In this session Don speaks to the “change” that is coming, and mostimportantly, provides a behavior path that clearly points back to the

CONFERENCE DAY 1 September 24, 2012


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vision/mission of the company. It’s not just about following company policiesand departmental procedures. (Most progression service organizations do notwant techs who run purely operate on autopilot, they prefer intelligent,passionate, problem solvers who keep the company’s and customer’s bestinterest at heart. ) In today’s economy employee performance and attitudesare being further scrutinized and measured across all industries, Be sure to bein attendance when Don shares a system or “model” he developed thatpresents a roadmap on how to take good employees and make them greatassociates. Takeaways include:• Identifying the key skills and matching them to your organizationsprocesses, procedures and mission

• Exploring workforce development that enables creative thinking, energizesattitudes and eliminates excessive turnover

• Provide a roadmap that promotes a culture for each technician and supportstaff member to go from good to great

• Introduce “a purpose driven” Culture.

2:15 Field Service Innovation SpotlightThe Field Service Innovation Spotlight features snapshots of today’s bleedingedge companies who are leading the way in technology advancements andservice methodologies. These sessions are tailored to help you betterunderstand the future of service and what you can do to help yourorganization streamline and improve it’s service delivery.

3:00 Afternoon Refreshment & Networking Break

3:40 Case Study: Optimizing Remote Operations AndPredictive Services

David BishopDirector, Service Operations & Operations Strategy Service North AmericaJohnson Controls

Please be sure to visit www.fieldserviceeast.com for updates on thissession

4:20 Using Innovative Analytics And Technology To DeliverPredictive Service

Ed BonefontWorldwide Director, Support ServicesOrtho Clinical Diagnostics

In this interactive workshop, Ed highlights the latest process improvementsthat have successfully transformed Ortho Clinical Diagnostics’ way ofdelivering service to their customers. Additionally based on theirexperience Ed explains how leading service firms are using algorithms andtechnology to predict the potential equipment issues before the customerexperiences any downtime, and this is just one of the many key takeawaysyou’ll bring back to your office after attending this session, others include:• Outlining the process for implementing successful predictive diagnosticsinto your equipment to maximize customer service.

• Getting buy-in across your organization and building the right team tosupport a predictive analytics support model.

• Switching your focus from break/fix to the next generation of services.

5:00 Avoiding Commoditization: Leveraging Data ToInfuse New Product And Service Innovation

Larry G. WashPresident Trane Global ServicesIngersoll Rand

In today’s business environment, customers have their choice of serviceproviders. Now more than ever service providers need to innovate anddifferentiate themselves to remain competitive. Service providers canleverage data and technology to create a competitive advantage and avoidservice commoditization.

Larry G. Wash, president of global services for Trane, a leading globalprovider of indoor comfort systems and solutions and a brand of IngersollRand, will discuss how to create innovation solutions that drive customervalue.

Wash will offer insights and strategies for companies looking to repositionthemselves as a proactive total solutions provider, including: • Understanding how the current economic environment impacts theservice sector

• Increasing data-driven decision making to differentiate a company in themarketplace

• Using technology and innovation to create a competitive advantage• Analyzing outcomes to drive and sustain performance improvements

5:40 Field Service East Welcome Reception

6:40 Conclusion Of Conference Day One



9:00 Focusing On The Human Element Of Cost EffectiveField Service

UIi KolrichSenior Vice President Technical SupportHeidelberg

Mike NiesenVice President Technical SupportHeidelberg

Do you struggle with breaking down costs and developing metrics tooptimize existing headcount? Do you do enough planning for thefuture requirements of your service organization? Managing yourworkforce based on demand and coordinating with your internaldepartments when identifying sourcing requirements is a commonchallenge for manufacturers across all industries.

In this join presentation Uli and Mike take you through Heidelberg’sjourney and share strategies on how you can effectively:• Focus your management team on future planning, not problemresolution

• Seek out broken processes in areas of human interaction andimproving the interface between people and the machines they useto schedule and dispatch the services your organization provides

CONFERENCE DAY 2 September 25, 2012

5Sponsors

9:40 Executive Presentation From AT&T

Please visit www.fieldserviceeast.com for updates on this session

10:20 Investing In Human Capital And Its Potential EffectOn Your Service

Erik AlbertsSenior Manager, Service Operations Customer AssuranceCisco

In this session Erik highlights how Cisco is:• Defining the key tasks and standardized responsibilities required toensure competent personnel

• Acknowledging key skills and core competencies and enhancing thoseskills to achieve repeatable success

• Developing a culture of capability that is adaptable and able to deliverthe right level of service on time, the first time

• Discussing the future education and training requirements necessary todevelop a personnel structure that is long minded and customer driven

11:00 Morning Refreshment & Networking In The SolutionsZone

11:40 Field Service East Roundtable Idea Xchange

Be sure to join these interactive roundtable sessions, and take a deep diveinto the specific areas you came to discuss. Opportunities to sit and learnfrom executives like these do not exist elsewhere. From people, processesand technology advancements these roundtables have it all.


2:00 Panel Discussion: Shaping The Future Of FieldService: Discussing Current Trends And Challenges


Rick CameronVice President and General Manager, Customer Support ServicesGlasshouse Technologies

Ivin SmithVice President Worldwide Technical SupportPitney Bowes

Scott BergVice President Worldwide SalesServiceMax

In this session our panelists take a broad view of how serviceorganizations have managed to strive through the past few years ofturbulence and uncertainty. Come prepared to interact as you’ll have anopportunity to question, comment and share in this sessions takeaways,which will include: • Exploring the affects the global economy has on your organization inthis age of austerity

• Evolving from a post-sales mind-set, to a differentiator that delivers acompetitive edge

• Analyzing how technology can enable your field service organizationnow and into the future

• Utilizing software solutions that will enable you to tailor your servicesand exceed customer expectations

2:40 Metrics Are King

Weldon FeightnerVice President and Regional General ManagerKnology

How often do you have the time to stop to figure out where you are andwhere you want to go? Are your supervisors and managers trained onhow to use quality and productivity data to coach up the team? Or arethey overwhelmed and frustrated by the increased visibility of individualperformance?

Although the topic isn’t the sexiest, in today’s economy and changes indoing business it is very important that everyone has a plan to train mid-level supervisors and managers on how to deal with individualperformance data. In this session, Weldon shares his strategies andexperiences on how to ensure your team can properly quantify andanalyze KPI’s and performance data.

3:20 Field Service Innovation Spotlight: How AutomatedService Routing Technology Is Revolutionizing TheService Industry

Jim HareSenior Vice PresidentFieldOne

There is new, state of the art routing technology that will completelyrevolutionize the way services are delivered today. Gone are the days ofmanually scheduling a technician or piece of equipment for a customer.Today’s new routing algorithms take into effect all of the key criteria suchas distance, skill set, customer preference, overtime, holidays, and manyother custom criteria and create the optimal scheduling in real time.Companies will be using this to reduce cost, paperwork, missed calls anddramatically increasing customer satisfaction.

3:40 Afternoon Refreshment & Networking Break In TheSolutions Zone

4:20 The Future Of Services And The Consumption ModelAs A Route To Prolonged Revenue Streams

Thomas McClureDirector Global Services TSSEMC

Consumption models offer new ways to offer services and many believeit will become the only method companies will generate new profits inbusiness. But there are challenges to overcome before we see this salesstructure more widely implemented in the business world. Ensuringcustomer utilization is maximized and striking the correct balancebetween standardization and customization will to lead to highlydesirable products and contracts. This presentation looks at the benefitsavailable to first movers who follow service pioneers and the keyconsiderations for success. Session highlights include:• Getting the customer to use product to its maximum potential• Constantly providing extra and additional value• Is the consumption model the only way companies will generatemoney in the future?

5:00 Effective Planning Prior To Service Dispatch

Bill FuscoMarket Professional, Service Operations, Customer Services SupportDivisionCaterpillar, Inc.

5:40 Conclusion Of Conference Day Two


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9:00 Service As A Business Development Function: MakingThe Transition From Support To Strategic Function

Ole BuusDirector, Global Document OutsourcingXerox Denmark

Ole leads an organizaton that is identifying potential areas where they canhelp their customers to be better in doing their business. To Xerox’s customersit means either being able to generate more revenue or reduce cost or both.Within Global Document Outsourcing Ole’s team is designing andimplementing solutions that simplify and improve work processes for theircustomers. In most cases they are also providing employees as part of thesolution simply because of their knowledge and experience in managing thetechnology. In today’s economy it is vital to continually work to improveworkflows and processes at for your customers and thus add value to theirbusiness. This leads to long lasting relationships and deep integration intoyour customer’s organization. In this session Ole shares his insights andhighlights: • The rise in customer sovereignty and increased customer expectation

• What are the consistent attributes which results in positive feedback andhow should you manage customer expectation

• Pillars of a service driven organization• Are you focusing your resources on the processes which will bring thegreatest return?

• Creating cross functional teams on short term or long term projects • How installing sense of shared ownership builds and enterprise widecustomer focused culture

• How do you get communications started between functions?• Techniques for encouraging early on on-going support from influentialparties

• Securing contiued process improvements through change management

9:40 Streamlining Field Service Mobility For Massive RevenueAnd Productivity Increase

Shane CampbellField Service DirectorVivint

In this session Shane shares vivint’s success in: • Implementing driver safety programs and GPS integration

• Obtaining real time behavior change to driving the vehicles • Evaluating cloud computing and networking solutions to eliminate paperbased processes

• Gaining access to data that your mobile workforce vitally needs to function• i.e. automated time sheets, directions, geo-stamping and inventory

• Evaluating tools such as HTML 5 to allow for creativity into your mobileplatform


The Field Service Innovation Spotlight features snapshots of today’s bleedingedge companies who are leading the way in technology advancements andservice methodologies. These sessions are tailored to help you betterunderstand the future of service and what you can do to help yourorganization streamline and improve it’s service delivery.

10:55 Morning Refreshment & Networking Break In TheSolutions Zone

11:35 Panel Discussion: Preventing Your Service FromBecoming Commoditized


Rick CameronVice President and General Manager, Customer Support ServicesGlasshouse Technologies

Art McGinnVice President Service OperationsCanon Business Solutions

Erik AlbertsSenior Manager, Service Operations Customer AssuranceCisco

• Maintaining your market competitiveness without getting into a “race tothe bottom” in pricing

• Determining the best way to offer standardized global services that areflexible enough to enable local pricing

• Exploring differentiators that will increase customer satisfaction andenable you to grow your profit margin

• Generating new revenue from emerging service needs

12:15 Research Update: How Can Future Mobile And CloudComputing Technology Impact Field Services

Arnav AnandResearch Scholar and Entrepreneur-in-Residence (EIR)UC Berkeley

In the current economy with the federal and state funding cuts, universitiesare shifting from pure academic research to market-orientedentrepreneurial research that solves critical industry problems. As a part ofthese ongoing efforts, Arnav highlights similar initiatives at UC Berkeley.One of such UC Berkeley’s entrepreneurial research projects is a patentpending solution that uses mobile and cloud computing technology toamplify the efficiency of field services. Arnav heads up the team and thetechnology aims to boost the productivity of manufacturing companies bysignificantly reducing downtime. It enables the field service teams toquickly respond and fix the machine failures at a fraction of present costand time. Most importantly, the data generated during the process iscaptured, which can be used for: • The knowledge and expertise of the experienced but aging technicalworkforce is captured before their retirement. Knowledge hub fortrouble-shooting future breakdowns

• Using the videos captured during the process to train and enhance theskillsets of technicians and product builders similar to the concept of“Khan Academy” for training students of Math and Science

• Using Big Data analytics tools and methodology to use the MES dataand troubleshooting data to assist with predictive analytics & prognosticsmonitoring leading to better timed preventative maintenance

• It equips field teams to capture the pain points of the customers at theright time, at right place and in the right context for the next generationproduct development

Be sure to attend this very innovative session and learn what today’stechnology can do for the very near future of your service organization.


MAIN CONFERENCE DAY 3 September 26, 2012

7Sponsors

1:55 Implementing Predictive Maintenance Concepts ThatReduce Life Cycle Costs, Improve Maintenance PlanningAnd Equipment Utilization

Jeffrey BanksHead of Complex System Monitoring and Automation DepartmentPenn State University/Applied Research Laboratory

Predictive Maintenance (PdM) utilizes advanced failure prediction technologiesto forecast the health condition of machinery components and systems. Theimplementation of this methodology enables the ability to reduce catastrophicfailure and collateral damage, proactively plan maintenance before failure, andmanage the operational utilization of equipment to extend life. Manycontinuous process industries have implemented this methodology and theDepartment of Defense is currently planning the migration to this form ofmaintenance. This presentation provides a brief overview of current predictivemaintenance technologies and the monetary/non-monetary benefits of thepredictive maintenance methodology. Presentation highlights include:• Advanced predictive techniques• Cost benefit analysis results • Examples for DoD and industrial applications

2:35 Exploring High Value Services And The Impacts Of‘Servitization’

Tim BainesProfessor Operations StrategyAston Business School

The world once seemed simple, manufacturers made things and servicecompanies did things for us. Today we realize that these distinctions areartificial and that services (or servitization) can be a high-value strategy formanufacturers. This strategy strengthens customer relationships, createsnew and resilient revenue streams, and sets high barriers for competitors.In this interactive session Tim shares how he and Aston Business Schoolare helping manufacturers in the UK exploit servitization. Linking withinitiatives such as the new Manufacturing Advisory Service (MAS), whosegoal is to influence and guide senior executives, managers and engineers,towards reaping the benefits of high-value services.

3:15 Conclusion of Field Service East 2012


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AT&T Inc. (NYSE:T) is a premiercommunications holding company. Itssubsidiaries and affiliates, AT&Toperating companies, are the

providers of AT&T services in the United States and aroundthe world. Among their offerings are the world's mostadvanced IP-based business communications services, thenation’s fastest 3G network and the best wireless coverageworldwide, and the nation's leading high speed Internetaccess and voice services. In domestic markets, AT&T isknown for the directory publishing and advertising salesleadership of its Yellow Pages and YELLOWPAGES.COMorganizations, and the AT&T brand is licensed to innovatorsin such fields as communications equipment. As part oftheir three-screen integration strategy, AT&T operatingcompanies are expanding their TV entertainment offerings.In 2008, AT&T again ranked No. 1 in thetelecommunications industry on FORTUNE® magazine’s listsof the World’s Most Admired Companies and America’sMost Admired Companies. Additional information aboutAT&T Inc. and the products and services provided by AT&Tsubsidiaries and affiliates is available at http://www.att.com.

FieldOne is an innovative,secure and scalable serviceautomation managementplatform with SaaS, desktop and

mobile solutions. Fieldone provides Enterprise Field servicebusinesses with powerful and innovative solutions. From realtime technician scheduling, customer and partner portalaccess and status information to full automation in the fieldvia a mobile device. With customizable dashboards and

extensive reporting, management can be in the loop at anylevel of detail desired. FieldOne deploys fast and with ourextensive training and support capabilities, gets usersfunctional in weeks, not months and years. FieldOne Cloudbased, SaaS solution is built on the Microsoft DynamicsPlatform. Utilizing the Microsoft platform provides a widerange of 3rd party plug and play extensions, as well asscalability and simple integration points. FieldOne has over2,100 Midsized and Enterprise customers in 36 countries andis headquartered in Mahwah, NJ. The end result? Significantreduction in the cost to deliver world class service,automated documentation of every step in the process andcustomers who are not just happy, but delighted!

IFS IFS 360 Scheduling offers scheduling andplanning software which solves your most difficultworkforce management problems dynamically, inreal time. Our scheduling products, deployableon-premise or in the cloud, are built for situations

like mission critical repair work - where rapid and accuratedecision-making are paramount. Complex environmentswith large numbers of technicians, multiple jobs per day,and constantly shifting priorities make real-time scheduleoptimization vital. When minutes matter, and superiorservice delivery is the key to profitability, IFS 360 Schedulingis the right choice.

ServiceMax delivers thefuture of field service, today.The first and only complete

suite of cloud-based, collaborative and mobile field serviceapplications, ServiceMax gives companies unprecedented

capabilities in field service management to optimizeoperations and delight customers. Companies use theServiceMax suite to handle everything from contractentitlements to scheduling & workforce optimization, toinventory & parts logistics and real-time customer andpartner portal access. ServiceMax is built and delivered as anative Force.com cloud application so customers are up andrunning quickly with a low cost subscription model that iscompletely integrated with their salesforce.com CRM.Customers include large enterprises such as DuPont,Electrolux and Pentair, and smaller companies such asEveryday Wireless and Advanta Clean. ServiceMax isheadquartered in Pleasanton, California. For moreinformation, please visit www.servicemax.com or find us onTwitter and Facebook.

ServiceSourcefocuses on drivingincreased recurring

service revenue, profitability, and customer satisfaction forthe world’s leading technology-based companies. TheServiceSource solution consists of a suite of cloudapplications, dedicated service sales teams that work underits customers’ brands, and a proprietary Service RevenueIntelligence Platform™ with over a decade of renewals data,KPIs, benchmarks, and best practices. ServiceSourceaddresses the critical steps of the renewals process,including data management, quoting, selling, and renewalbusiness intelligence. Its business is built on a pay-for-performance model that ensures a results-driven, shared-riskpartnership with customers.

Here are the top 6 reasons why Field Service East is the leading forum to invest your marketing and business development dollars:

Field Service East’s attendees are 96% unique compared to Field Service USA.

Full exposure to over 150 qualified conference attendees comprised of senior level executives responsible for their company’s strategy: you gaindirect access to the senior decision makers leading the way in service and support

Extensive networking opportunities, allowing for face to face customer contact and one to one meetings

Tailor-made sponsorship packages enable you to competitively position your company the way you want

Opportunity to promote your brand and align it with the other industry leaders participating in the conference

Increased flow of traffic through the solutions zone during breakfast, coffee breaks and receptions.

Space is limited! Call Nicole Bognar at 646-200-7549 or email her at [email protected] for sponsorship opportunities atField Service East.

Why Sponsor Field Service East 2012?

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Sponsors:

Field Technologies is the premierresource for the optimization ofyour field workers, service, and

assets. Field Technologies provides service, transportation, andpublic works professionals with information on technologiesincluding field service software, mobile computing hardware,RFID, and M2M. For more information, visitwww.fieldtechnologiesonline.com.

GISCafe is a portal offering GIS andgeospatial professionals complete GIS

product catalog listings, technical papers, GIS news, CEOinterviews, multimedia presentations, priority press releases,event postings, job placement and more. Each GISWeeklyReview delivers to its readers news concerning the latestdevelopments in the GIS industry, in a readable newsletterformat with feature stories and news bytes. GISCafe receivesmore than 100,000 unique visitors and its daily newsletter hasmore than 40,000 subscribers. Subscribe to the daily newsletterat GISCafe.Com.

The Mobile Enterprise franchise - MobileEnterprise Magazine and Website, a suite ofonline services, custom print products and live

events - is the premiere voice of the enterprise mobilitymarketplace. With insights firmly rooted in hands-on expertise,Mobile Enterprise delivers the actionable knowledge businessesneed to effectively tap the strategic promises of mobility.

The National Association of ServiceManagers is the oldest, professionalnonprofit association of product service

executives in the United States. Founded when servicetechniques were just beginning to be highly recognized as asales and marketing tool. NASM is an organization dedicatedto provide professional leadership and education to the serviceexecutive, while developing their managerial expertise in thebusiness and organizations that they represent.

Media Partners:

TM

HOTEL INFORMATIONGrand Hyatt Atlanta inBuckhead3300 Peachtree Road NE,Atlanta, Georgia, USA30305 Tel: +1 404 237 1234 Fax: +1 404 504 2576

Field Service East has procured the specialconference rate of $189 per night (plus tax) forField Service East attendees. To make yourreservation at this rate, please click the link below.To receive the discounted conference rate, pleasemake all reservations before September 3rd.

https://resweb.passkey.com/go/WorldwideBusiness

If you have trouble with this link, please call theGrand Hyatt at 1-888-421-1442 and identifyyourself as a Field Service East attendee beforeSeptember 3rd. Rates are limited and are on a firstcome, first served basis. If you have missed the cutoff date, inquire with the hotel as rates may still beavailable.

Grand Hyatt Atlanta in Buckhead is set within theupscale uptown neighborhood of Buckhead.Experience the legendary Southern hospitality at ourAtlanta hotel. Spacious, renovated guestroomsinclude irresistible Hyatt Grand BedsTM, state-of-the-art fiber-optic Internet and sleek flat screen HDTVs.Enjoy views of our Japanese Zen Garden at Onyx atthe Grand, savor renowned Southern cuisine atCassis or treat colleagues and guests to the culinaryexpertise of the outstanding catering staff.

Grand Hyatt Atlanta is located in the city’s mostexclusive neighborhood, Buckhead and is one ofthe top-rated hotels in Atlanta, Georgia.Surrounded by popular area attractions, ourAtlanta hotel is located close to the World ofCoca-Cola Museum, the Georgia Aquarium, HighMuseum of Art, Legoland Discovery Center andAtlanta History Center. Many of these attractionsare easily accessible using convenient MARTAtransportation. We are walking distance to luxuryshopping at Lenox Square and Phipps Plaza Malls.Travel to this elegant Buckhead hotel is seamless;Hartsfield Jackson International Airport is just 20minutes away. Discover the best of everythingwithin your reach at Grand Hyatt Atlanta.

3 EASY WAYSTO REGISTER:Call us: 1-888-482-6012 or 1-646-200-7530

Email us: [email protected]

Register online:www.FieldServiceEast.com

9Sponsors

Check www.fieldserviceeast.comor call 1-888-482-6012 for moredetails and to reserve your seat.

PRICING

Limited Passes AvailableAt As Low As $2195 – First Come, First Served Basis!

3 Day Conference(September 24-26, 2012)

BESTPRICEFOR MANUFACTURERS

$2195($400 Discount)

REGISTRATION INFORMATION ANDHOTEL DETAILS

*Discounts are for manufacturers only. They do not apply to solution providers.

All discounts are taken off the full conference price. No two discounts or offers can be combined.

Payment is due in full at the time of registration. Your registration will not be confirmed until payment is received and may be subject to cancellation

CT Residents must add 6% sales tax to their registration fee

To secure your team discount contact Bill Penney at 1-866-691-7771 or email [email protected].

Team discounts must be booked and paid for at the same time. Team discounts do not apply to sponsoring or exhibiting companies or non-manufacturers.

Qualified Manufactures

Group Discounts For Manufacturers

Groups of 3 Get 20% off the full price

Groups of 4+ Get 25% off the full price

Conference Price

3 Day Conference (September 24-26, 2012) $2,595

All Others Conference Price

3 Day Conference (September 24-26, 2012) $3,099

field service east 2012 event agenda

Documents