Field Service Medical Europe 2016 (past event)
07 - 09 March, 2016
44 20 7368 9465
The Rise Of The Machines
08:00 - 08:50 Continental Breakfast & Registration In The Social Hub
08:50 - 09:10 Welcome Remarks & Chairperson’s Opening Address
09:10 - 09:30 Opening Keynote: Gaining Crucial Service Insight Through M2M
According to Statista, 52% of Machine-to-Machine sensors are used by field service organisations to track vehicles, 34% track mobile handhelds/tablets and 14% track service parts. But while it’s clear that many of us are successfully collecting data from our machines, the key challenge is putting this data to valuable use. In this session, you’ll hear from a Head of Global Service who is taking M2M seriously, making successful predictions based on real-time information, demonstrating value to the customer and devising a realistic timeframe for company-wide rollout of connected technology.
09:30 - 09:50 Keynote: Managing Expectations In A Predictive Diagnostics Environment
As predictive technology becomes all the rage, it is important to remember the distinct relationships between our technicians on the ground, our IT team, our call center and the customer. Each group has a different opinion on the extent of remote resolution vs. service desk resolution, realistic uptime vs. downtime, desired back-end vs. front-end data access, level of information security and more. In this success story, a Head of Global Service outlines their role in creating a common language between all parties and the trade-offs that must occur.
09:50 - 10:10 Keynote: Industry 4.0- How The Industrial Internet Of Things Is Changing Manufacturing As We Know It
Where Are We Headed And What Makes Sense For Your Organisation?
Just two years ago, the IIoT seemed like a futuristic dream world. But that dream is now fast becoming a reality, and will soon touch upon every aspect of field service behavior. So finding the right people, both internally and externally, to drive forward the deployment of this technology is paramount. What will IIoT actually do for you? What are the first steps in programming and configuring the devices? And how can the engineer and customer be brought into the value proposition? These questions and more will be answered by a vendor expert, who goes beyond the buzzwords and presents actionable takeaways.
Just two years ago, the IIoT seemed like a futuristic dream world. But that dream is now fast becoming a reality, and will soon touch upon every aspect of field service behavior. So finding the right people, both internally and externally, to drive forward the deployment of this technology is paramount. What will IIoT actually do for you? What are the first steps in programming and configuring the devices? And how can the engineer and customer be brought into the value proposition? These questions and more will be answered by a vendor expert, who goes beyond the buzzwords and presents actionable takeaways.
10:10 - 10:50 Live Poll Audience Survey & Networking Break In The Social Hub
10:50 - 11:25 PANEL: Are You Ready For The Rise Of The Machines? Creating An Action Plan For Remote Capability & Connectivity
- Increasing customer satisfaction and lowering operating costs by moving as quickly as possible along the curve of reactive to proactive to predictive
- Preparing your network to handle large amounts of data and perform alongside existing systems and processes
- Changing the service paradigm so that engineers & customers start with the assumption that new products must be connected
11:25 - 12:05 Interactive Workshop: Unifying & Harmonizing Your Global Service Organisation
As international organisations grow and expand their brands across EMEA, the Americas and Asia- Pacific, they are faced with the huge challenge of harmonizing processes, metrics, mobility tools & CRM. So how are the biggest & best companies rolling this out? This is an unmissable in-depth workshop that explores the core centralisation vs. decentralisation decision:
Abbott GmbH & Company KG
- How to overcome time zone, language, global inventory and geographical dispatch pitfalls
- How to respond to regulatory complexities when partnering with 3rd parties
- How to incorporate the ‘best bits’ of each continent into your overall global strategy
Stephen Hodson
Director of Customer Service, EuropeAbbott GmbH & Company KG
12:05 - 13:05 Lunch For All Attendees
Track A: Service To Sales
13:05 - 13:10 Chairperson’s Afternoon AddressTrack B: Digital Disruption
13:05 - 13:10 Chairperson’s Afternoon AddressTrack A: Service To Sales
13:10 - 13:30 Success Story Interview: Fine Tuning Processes After An Outsourcing Exercise
Reducing Reactive Service, Expanding Sales & Assuring Contract Renewals
Track B: Digital Disruption
13:10 - 13:30 Made To Serve: How Manufacturers Can Compete Through Servitization & Product-Service Systems
Moving Along The Curve From Reactive To Preventative To Predictive
Aston Business School
Tim Baines
Director of the Centre for Servitization Research and PracticeAston Business School
Track A: Service To Sales
13:30 - 13:50 Innovation Spotlight: Improving Field Communication With Your Deployed Service TeamTrack B: Digital Disruption
13:30 - 13:50 Innovation Spotlight: Going Mobile With Your Field Service Team: How To Select Devices, Develop Your Software & Ensure Consistent Information FlowTrack A: Service To Sales
13:50 - 14:30 Interactive Workshop: Implementing A Best-In- Class Recruitment & Training Policy
Instead of watching your service offering shrink as Baby Boomers retire, this workshop explains practical steps you can take to attract top talent,
recruit new workers and help young engineers gain a foothold in the industry:
recruit new workers and help young engineers gain a foothold in the industry:
- Understanding where and how to target millennial staff by strengthening your online outreach & career portal
- Defining appropriate service & sales skillsets and hiring staff with these competencies, at the right price
- Establishing academies for technical training with an optimal mix of classroom, web-based and in-field teaching
Track B: Digital Disruption
13:50 - 14:30 Interactive Workshop: Tracking Your Field Service Performance Through Measurable KPIs To Make Better Informed, Data-Driven Decisions
In our drive to ensure complete customer satisfaction on every call, KPIs can tell us where we’re excelling and which areas need improvement. But in an era of small margins, big data and huge competition, are we any closer to defining a set of standard metrics that maximise staff utilisation and highlight progress effectively? In this workshop, you’ll cut through the noise to create a definitive list of the KPIs that make a useful contribution to the progression of your field service program:
- Focusing on first time fix rate, field engineer upsells, response time & inventory management KPIs
- Understanding how the very best organisations collect, interpret & disseminate customer satisfaction data?
- Ensuring that your entire field service team is moving forward in the same direction
14:30 - 15:10 Afternoon Networking Break In The Social Hub
15:10 - 15:30 Success Story Interview: Recruiting & Training A Commercially-Centric, Service-Led Workforce To Monetise Customer Interaction
As the economy recovers and more work becomes available for service businesses, our organisations are seeking a new type of engineer. Technical ability to carry out skilled and complex work is no longer enough- we are hiring Generation Y staff with interpersonal attributes to build relationships with customers, manage their expectations & upsell service. So what does this new competency profile look like? Who are we recruiting? And how do we access the talent pool? In this session, you’ll hear from a Head of Global Service who is taking important steps today to develop future field service leaders across their team.
Johnson & Johnson
Rick Desmarais
Director, Lean & Operational Excellence, Customer & Logistics ServicesJohnson & Johnson
15:30 - 16:50 Solutions-Focused Champagne Roundtables
*Ok, at this point of the day, you’ve seen the slides & you’ve plugged into the panels. But now you’re ready to get involved. You’re ready to share your own service challenges, successes & failures. And at Field Service, you’re in control of the conversation. For the past fourteen years, our unique, peer-to-peer tables have been the star of the show. As part of a small group, you’ll hear how other manufacturers are getting to grips with service & support. You’ll be inspired to take their approaches back to your workplace. And you’ll have fun doing it. Every 35 minutes, we’ll tackle a new topic with a new expert host. Enjoy!
1) Gaining A Complete Picture Of What Is Happening In The Field Through Advanced Fleet Management
2) Shifting Customer Support Workload Away From Onsite Service
3) Overcoming Legacy Issues With New Remote Systems & Software
An Executive From CoreSystems
4) Ensuring Customer Confidence Through Cybersecurity: Providing A Secure Layer Of Data To Minimise The Risk Of Hacking, Theft & Loss
5) Examining The European Medical Device Regulatory Environment: A 2016/2017 Perspective
1) Gaining A Complete Picture Of What Is Happening In The Field Through Advanced Fleet Management
2) Shifting Customer Support Workload Away From Onsite Service
3) Overcoming Legacy Issues With New Remote Systems & Software
An Executive From CoreSystems
4) Ensuring Customer Confidence Through Cybersecurity: Providing A Secure Layer Of Data To Minimise The Risk Of Hacking, Theft & Loss
5) Examining The European Medical Device Regulatory Environment: A 2016/2017 Perspective