Workshop C: Long Cycle Performance - Friday, September 12, 2008
Discuss the unique challenges of long cycle service organizations in reducing total ownership costs while enhancing readiness and operational effectiveness.
7:00
Breakfast & Registration
8:00
Chairperson’s Opening Remarks
8:15
Ensuring PBL Metrics Are Effectively Applied To Your Field Staff And Customer Service Organization
Mark Plummer
Director, C17 Field Services - Jackson ANG Base Boeing
Session highlights include:
Showing the value of PBL contracts to your customers who have not worked with such a comprehensive service contract before
Flowing down the SLAs of the PBL contract and ensuring your subcontractors live up to expectations
Creating performance assessment structures that encourage your partners to buy into your business goals
Using tools such as review cards, open conversations and integrated information portals to optimize the collaboration between you and your subcontractors
Assessing the investments required to create extensive and effective collaborative partnerships
9:15
Streamlining The Readiness And Sustainment Of PBL Contract Execution
Richard Dowd
Readiness and Sustainment Program Manager BAE Systems
BAE Systems has developed an approach to PBL contracts by developing repeatable processes for all elements of the PBL support contract. As a result BAE Systems now has several PBL and enhanced support contracts with various branches of the Department of Defense. In this session Richard addresses:
BAE Systems integrated total life approach to supporting technology systems on air, land and sea
The tools to providing worldwide asset availability solutions at best value
Reducing total ownership cost while enhancing readiness and operational effectiveness
10:05
Implementing A Transacation Management Workflow Model In The Contact Center
John Friel
CTO – Innovation Central British Telecom
Takeaways include:
Implementing a process for effective demand and resource forecasting
Matching parts and technicians through a flexible service matrix using location-based services (LBS)
Distributing tasks based on roles and skill sets
Adopting your service schedule to unplanned events without uprooting service consistency
Effectively and swiftly communicating schedule changes
Monitoring performance across your field service project portfolio
10:45
Coffee and Refreshments
11:00
Third Party Logistics Partnering - Maximizing System Availability At Reduced Costs
Richard Basham
Mission Support Program Manager Raytheon
A major factor in establishing a successful Performance Based Logistics program is an evaluation of "core competencies" and, equally important, areas that are not. By partnering with a strategic logistics provider, defense industry businesses are able to provide PBL services to military customers which maximize weapon system readiness at affordable costs. Learn how Raytheon and United Parcel Services - Supply Chain Solutions have partnered to provide the Naval Inventory Control Point in Mechanicsburg, PA an efficient and affordable wholesale support solution for the Phalanx and Centurion Close In Weapon Systems to the US Navy, US Army and 23 international customers.
Determining the Need for a 3PL Provider - "Can You Afford To Do It All Yourself?”
Choosing the best 3PL provider
Exploring contract structure / statement of work
Benefits of partnering
Challenges in managing a sub-tier 3PL
11:45
Panel Session: Global Issues Concerning Mobility And Integration
Keith Perry
Manager Field Service New York Air Brake
Mark Plummer
Director, C17 Field Services - Jackson ANG Base Boeing
Clearly define your processes and strategies in:
Evaluating cost and the number of intra-regional assignments and long-term assignments abroad
Identifying qualified resources to manage these assignments
Establishing specific internal controls to address compliance risks
Developing metrics to fully analyze global mobility effectiveness
Recognizing the opportunity from these assignments as a means to strengthen leadership development
