Conference: Day Three

Wednesday, February 27, 2008

7:45 Registration

8:15 Chairperson’s Recap Of Day One

Steve Pazol
Vice President and General Manager nPhase
Qualcomm Enterprise Services

8:30 Taking Remote Service To The Next Level: Proactive Maintenance

Since 1989, GE Healthcare has been on the forefront of remote service research in the medical industry. This presentation will discuss the lessons learned by GE’s team on its journey to proactive maintenance. Participants will learn how to

• Understand what data to collect – designing the data model
• Once the data model is established, how do you develop decision trees for proactive maintenance?
• Ensure that data provides proper diagnosis
• Ensure data is readily available for analysis
• Ensure continuous flow of data
• Prevent data overflow

Sandra Wiley
Global Knowledge Integration Leader
GE HEALTHCARE

9:15 Integrating Remote Service Data With Enterprise Systems

To maximize the benefits from remote service, the solution must be integrated with the greater enterprise network. This presentation discusses the real world issues faced when attempting to connect agent solutions with an enterprise system. Practical real world examples of what worked and what didn't work will be presented as well as recommendations on what needs to be standardized on and what to collect.

Participants will learn:

• What data you need to collect to enable Remote Service
• What systems need to interface to your Remote Service solution
• The requirements for this kind of integration
• Best practices with Remote Service integration
• Push vs pull based Enterprise integration architectures

Harald Fiedler
Senior Program Manager, Design for Serviceability, Security & Privacy Officer
Global Customer Services PHILIPS MEDICAL SYSTEMS

10:45 Moving From 10 To 10,000: A Case Study On Scalability In Remote Service Implementation

Agilent Technologies started implementing remote monitoring and management in 2006. Beginning with a ‘proof of concept’ approach and subsequently enabling a compelling footprint in its customers laboratories Agilent has begun to see significant adoption rising from single units to whole labs on customers’ sites. Participants will learn:

• Drafting the initial budget and finding suitable technology: should you start small or make a big investment upfront?
• Step by step examination of how the infrastructure was designed – agents, connectivity, security
• Project timeline and resource planning
• Planning for scalability
• How the technology is aimed to free Agilent’s greatest asset to do what they do best
• Overcoming the challenges of expansion, and lessons learned

Jonathan Gray
R&D Manager - Life Science and Chemical Analysis Services
AGILENT TECHNOLOGIES

11:30 Transforming Machine Data Into Value-Added Smart Services

The competitive landscape of remote services is changing. As more companies get devices connected, organizations are being forced to identify new ways to differentiate their products and services in the marketplace. The key lies in the data being collected from smart devices and the knowledge it can ultimately generate. This session will examine:

• The evolution of remote services programs
• The transition from data to knowledge
• How to generate knowledge from machine data
• Automating data analysis and interpretation
• Layers to knowledge: data organization, analytics, and visualization
• The challenges organizations will encounter in their evolution from data to knowledge

Earl Clark
Senior Director - Practice Operations
SILVERTRAIN INC

Client co-presenter to be announced soon

1:15 Best Practices For Commercializing Smart Services

Smart Services will remain tactical, silo’d initiatives at best, or fail entirely at worst, if they are viewed and managed as primarily IT projects. The “strategic smart services imperative” urges line-of business executives to 1) define vision and business requirements before technical specifications are set, 2) drive the integration of smart services into core product and service sales/marketing strategy, and 3) innovate new value propositions for customers and embrace new business models. Drawing from real-world case studies, this presentation will offer practical insights on the following:

• Defining the downstream business case for smart services
• Choosing the optimal segment of products for initial smart services deployments
• Equipping sales channels to effectively bring smart services to market
• Tapping unprecedented value streams with remote connectivity and analytics

Mark W. Vigoroso
Chief Services Strategist
Qualcomm Enterprise Services

2:00 Retrofitting Existing Products With Remote Service: A Medical Device Case Study

A common challenge faced by many companies offering remote service is the need to retrofit existing devices for remote connectivity. Important technology, design, and deployment choices must be made when implementing a strategy to retrofit existing devices. A medical device case study will be presented that provides practical knowledge to:

• Evaluate the technology, hardware, and software choices available for connectivity to existing products
• Identify the data to collect
• Efficiently support remote connectivity for multiple devices
• Overcome deployment challenges
• Effectively use the collected data

Aaron Moon
AbbottLink - Software Systems Engineer
ABBOTT LABORATORIES

3:15 Interactive Panel Discussion: Tailoring Data Collection To The Customers’ Needs

• What information do our customers want? What new services can we provide with this data?
• Who owns the data?
• Field inventory and configuration management
• Strategies for minimizing bandwidth usage
• Packaging information for external vs. internal users

Moderator:

Mark W. Vigoroso
Chief Services Strategist
Qualcomm Enterprise Services

Panelists:

Eugene Shustef Feature Design Lead, Global Technology, & Offering Development XEROX CORPORATION	Bryan Phillips Engineering Manager HUSKY INJECTION MOLDING SYSTEMS
Jim Conrad Information Security Officer TRINITY HEALTH

4:15 Close Of Conference And Registration For Evening Workshop

[ Register Now] · [ Next: Evening Workshop Wednesday, February 27, 2008: Day Three ]