Conference Day One: Tuesday, June 23, 2009

8:00 Chairperson’s Opening Remarks

Mark Vigoroso
Chief Services Strategist
Qualcomm

8:15 Keynote: Exploring The Next Generation Of RDM Capability: Beyond Cost Savings To Value Added Offerings To Your Customer

Fawaz Khalil
Director, Services Marketing & Product Management
Gilbarco Veeder-Root

Jonathan Gray
Services Development Manager
Agilent Technologies

Leverage Remote Device Monitoring infrastructure and capability to provide value beyond the traditional single unit break/fix model; by moving into adjacencies and delivering site-wide decision-support
Increase “stickiness” and retain customer loyalty by driving competitive advantages in site layout, marketing, customer satisfaction, inventory management, environmental footprint and other areas
Enable enterprise-wide view of local assets to drive process, planning and functional improvements

9:00 Research Takeaway Session: Benchmarking Data: The Maturity Of Remote Product Service

Sumair Dutta
Senior Research Analyst
The Aberdeen Group

Receive the results from the 2008 and 2009 research efforts, benchmarking key service and asset performance criteria to distinguish best-in-class service and manufacturing companies
Learn how Best-in-Class companies are looking to optimize the processes around the use of your assets, so as to drive new revenue streams wrapped around a model of predictive and preventive maintenance
Discuss key performance areas tracked with respect to serviceable asset availability, service efficiency performance via first-time fix and improvement in mean time between failure for their assets over the last two years
Gain insight into the roadmap to Best-in-Class, leveraging process oriented strategies, organizational structure and improved knowledge assimilation and management
Understand the value of remotely captured data across other value chain components in your organization, i.e. product design, marketing, and manufacturing

Jonathan Gray
Services Development Manager
Agilent Technologies

9:45 Morning Break

10:30 Real Time Cost Management Of Remote Monitoring For A Diverse Industry Mix

Scott Terdic
Program Manager
U.S. Air Liquide America L.P.

Manage a sea of data and generate standardized reports
Establish and set and efficiency benchmarks
Reduce cost and improve resource consumption through remote device monitoring and management

11:15 Research Takeaway Session: Turning Service And Support Into A Profit Center

Glen Allmendinger
President Harbor Research

Receive a copy of the Harbor Research Report on Business Models for Smart Services
Forecast and plan for service demand to achieve sizeable improvements in key field service metrics
Realize the importance remote service plays as a competitive differentiator as product margins shrink from increased global competition
Examine the challenges, opportunities and go-forward approaches that define world-class profit-maximized service management
Articulate the key success factors and guiding principles to succeed

12:00 EMRT And Impact Technology Lunch Session: Examining A Remote Services Implementation Lifecycle Model

Jim Cotter
Director, Remote Services Solutions
EMRT

Bill Nickerson
Vice President, Product Development
Impact Technologies

This session introduces a Remote Services Implementation Lifecycle Model for product manufacturing companies. The stages of this standard model will be presented along with how your company can benefit by adopting this model. These stages include Device Enablement, Integration, Participation, Knowledge and Action based on the gathered intelligence that results in measurable ROI.

12:20 Lunch For Speakers & Delegates

Track A: Initial Deployment

Track B: Data Capture - Data Analytics - Business Intelligence

1:20 Building The Business Case And Financial Justification For Launching A Remote Service Program Axeda

Jim Pendergast Vice President of Customer Success Axeda	Steve Deasy IT Director EMC Corporation
Chris Grondin Senior Manager Global Services, Security Operations EMC Corporation

Discuss the business process implications for remote device monitoring and management and ensure the economics of a project are sound
Develop a service business case that is aligned with product strategies and properly aligns service with products
Conduct a ROI and payback analysis to obtain stakeholder buy-in
Hear about the secret to gaining adoption in secure, regulated environments
Discuss the key success factors to track and measure upon rollout

1:20 Innovative Strategies for Maximizing Remote Service Revenue

John W. DuBay
Business Development
Remote Services ABB Automation

Michael H. Coden
Vice President
NextNine Inc.

Examine the most successful remote service strategies used by ABB and other NextNine customers including Motorola, GE Healthcare, Honeywell and Invensys.
Learn how correlation of remote monitoring and diagnostic information across multiple devices in a system exponentially amplifies the cost reductions achieved and value perceived by the end customer
Learn how to properly design remote service offerings to empower customers to self-maintain their assets, while paying you for the privilege of doing so.
Learn how ABB and other companies have greatly reduced the cost of telephone and field support and service through the use of remote service
Learn how ABB and other companies have generated substantial increases in service and support revenues using remote service

2:05 Self-Funding Your Remote Service Project

Bob Ticknor
VP Business Development
Qualtech

Hear how to yield returns three to four times the investment in this year of cost containment and savings
Discuss the various methods and best practices that are necessary to achieve the optimal amount of savings
Discuss the common pitfalls and how to avoid them
Validate your current work with CSS
Learn what metrics to look at for the most value with the least effort

2:05 Panel: On-Demand Product Intelligence Using Your Systems’ Operational Data

Moderator:

Glen Allmendinger
President
Harbor Research

Panelist:

Puneet Pandit
CEO
Glassbeam

Speaker from BlueArc

Speaker from OptiMedica

Lower support costs, including Tier 1 support cost reductions of 20%
Increase revenues from new services of 4% or more now possible using real time performance and capacity information on your products
Conduct better product planning on new features leading to new revenue streams across product lifecycles
Maintain effective up-sell and cross-sell of products based on real-time customer information
Increase customer satisfaction through product enhancements and faster resolution of issue

2:50 Afternoon Break

3:35 Protecting Your Business Resources: Identifying & Evaluating Security Risks Associated With Your Remote Service System

Philip Severe
Senior Service Product Manager
Applied Biosystems

Evaluate how vendors manage response to security issues over time
Discuss the culture around security issues and address how to overcome customer security concerns and accelerate remote service program adoption
Identify the risks and requirements upfront through a careful remote service evaluation process
Establish a policy for permitting access only to appropriate resources to enable safe business communication

3:35 Delivering Greater Business Value Through Business Intelligence and Performance Management

Greg Dameron
Senior Director, Product Development
Ventana Medical Systems

Gain competitive advantages with visibility to service and device performance through powerful business intelligence capabilities enabling news ways to organize, view, schedule and distribute data
Leverage remote service technology to achieve business goals and elevate customer productivity and satisfaction by minimizing time spent troubleshooting and decreasing the need for on-site service calls
Predict movement of inventories and early detection of problems, enabling manufacturers and 3rd party service providers to proactively schedule maintenance and maximize asset readiness

4:20 Change Management: Preparing Your Organization For The Shift From Products To Services

Robert Bell
Executive Director of Strategic Operations
McKesson

Review the concept of remote device monitoring and management and how to deliver the message to key stakeholders and throughout the organization
Examine the process requirements for the R&D Function
Identify the support core competencies necessary for installing the system
Establish ownership throughout the key organization departments

5:05 Networking Break

5:15 Servicing Your Own Equipment To Achieve Competitive Product & Service Integration For Additional Revenue Streams

Tom Chowanies
Vice President, Customer Care
Cardinal Healths

Specify requirements for increased remote serviceability in product lines
Modify your remote service toolset to accommodate the product line enhancements
Redefine standard operating procedures for service delivery teams to benefit from increased remote service
Create additional service offerings as a result of increased remote service capability

6:00 Cocktail Reception

[ Register Now] · [ Next: Conference Day Two: Wednesday, June 24, 2009 ]