| 7:15 |
Breakfast & Registration |
|
| 8:15 |
Chairperson’s Opening Remarks |
|
| 8:30 |
Workshop: Effectively Managing Your Service Parts Business In An Increasingly Global Market
Gabriel Royo,
Vice President and General Manager, Siemens Metal Technologies |
|
| 9:30 |
Lean And Six Sigma Meet Wireless Mobility
Igor Glubochansky,
Director Industry Solutions, AT&T
Meredith Powers,
Sr. Marketing Manager – Manufacturing, AT&T |
|
| 10:10 |
Improving Your Cost Control Methodologies Within Service When Third Party Outsourcing
Richard Harkins, Director Field Service, Siemens |
|
| 11:10 |
Coffee & Refreshments In The Solutions Zone |
|
| 11:40 |
Panel Session: OEM’s Servicing OEM’s: Exploring Cross Market Training For Field Technicians
James Patrick Welch, Director US Service Sales, Kodak
Bob Dieterl,
Executive Director Portfolio Strategy and Business Line,
Management, Lenovo |
|
| 12:20 |
Workshop: Building The Next Generation High Performance Mobile Service Organization
Dennis Pappas ,
Director International Service , Hologic |
|
| 1:20 |
Lunch |
|
| 2:20 |
Overcoming The Challenges Of Successfully Managing Your Third Party Service Vendor Relationships
James Patrick Welch,
Director US Service Sales, Kodak |
|
| 3:00 |
Effectively Integrating Prognostics And Health Management Into Your Product Design
Bob Dieterle,
Executive Director Portfolio Strategy and Business Line,
Management, Lenovo
|
|
| 3:40 |
Coffee & Refreshments In The Solutions Zone |
|
| 4:20 |
Field Service East Roundtables |
|
| 5:20 |
Conclusion Of Day One And Cocktail Reception |
|
| 8:00 |
Continental Breakfast And Registration |
|
| 9:00 |
Chairperson’s Opening Remarks |
|
| 9:15 |
Identifying Your Defining Metrics To Accommodate Customer Expectations
Marlene Bessette,
Vice President Startegy & Customer Loyalty, Xerox |
|
| 9:55 |
Effectively Engaging Your Workforce: Focusing Career Development Into Your Talent Management Practices
Leticia Leinard Weidenhamer, Cox Communications |
|
| 10:55 |
Coffee & Refreshments In The Solutions Zone |
|
| 11:35 |
Developing Innovative And Profitable Service Level Agreements
Phil Pietrowski,
Vice President & GM, Worldwide Customer Support Services, Lexmark International |
|
| 12:15 |
Panel Workshop: Leveraging Key Metrics To Help Drive Increased Efficiency And Productivity In Customer Service
Marlene Bessette,
Vice President Startegy & Customer Loyalty, Xerox
Phil Pietrowski, Vice President & GM, Worldwide Customer Support Services, Lexmark International |
|
| 12:55 |
Lunch |
|
| 2:15 |
Identifying The Right Mobile Solutions For Your Organization And Managing A Successful Implementation & Post Launch Support
Stuart Nelson,
Business Development Manager – Global Services, General Binding Corp |
|
| 3:15 |
Coffee & Refreshments In The Solutions Zone |
|
| 4:00 |
Conclusion Of Day Two |
|
© 2007 WBR. All rights reserved. 
