8:00 Chairperson’s Welcome And Opening Remarks

Robert Ticknor
VP Business Development
Qualtech System Inc.

8:15 OPENING PANEL DISCUSSION: The Journey In Remote Services: Project Initiation, Deployment Ups And Downs And Next Steps

Whether you are new to remote device monitoring or a seasoned user, this session will provide you with all the answers! Join our panelists from 4 companies at various stage of remote service deployment and discuss how each addressed the same challenges your company may face during the implementation or upgrading of remote services tools. During this panel discussion you will learn how to:

• Initiate the project, set the goals and identify realistic timeline
• Set new performance metrics and measurements to meet new SLAs
• Identify potential challenges and ways to overcome them

9:00 KEYNOTE: Providing Low Cost And Consistent Service Delivery To Your Customer: Best Practices

Regardless of how diverse or homogeneous your customer base is, there are a number of aspects that need to be considered to ensure the best service that you can provide. However, the challenge is how to reduce the price, still realizing the highest profit. Join this interactive session and learn how to:

• Identify customer needs and cater your services accordingly
• Amend existent billing systems and create new SLAs
• Evaluate services delivered and identify next steps for improvement

Jennifer Love
PMP, ITIL v3 Foundation Manager, Remote Services Center, Open System Services
Honeywell

10:45 CASE STUDY: Convincing Customers To Use Already Deployed Technology: Integration Of IT Systems With That Of Your Customers’

After your company has made a decision on which technology to use and how to deliver remote services, next big step is to gain customers buy-in and help them to see that the deployment of new systems is not going to disrupt their IT infrastructure. However, how to do it is a real question! Join this interactive case-study and learn how to:

• “Step into the customer shoes” and assess main obstacles for deployment
• Identify and carry out necessary training to ensure seamless adoption
• Asses successes and failures to make necessary corrections

11:30 PANEL DISCUSSION: VOC For Continuous Improvement Of Products And Services

To understand what your customer really wants as opposed to what you think he or she wants is not an easy task! As a remote service provider you need know how to leverage RS to understand the unique needs of your customers. Join this interactive session and learn how to:

• Identify all the needs of the customer: technology, services, maintenance
• Leverage RS data to show the true needs of the customer
• Analyze the changing needs of the customer based on the level of RS deployment

1:30 Selecting The Best Approaches To Collecting And Storing Data: Which Data Do You REALLY Need?

One of the benefits provided by Remote Services is the ability to collect data and make it work for you, improving not only your internal operations but also your customer services. However, before anything else, you, as a company need to decide what performance metrics need to be in place to analyze your performance using the newly acquired data, evaluate all the potential administrative challenges and address workflow. Join this interactive session and learn how to:

• Assess overall service efficiency and remote services performance
• Identify and develop new performance metrics, data sources & data uses
• Understand the value of remotely captured data across other value chain components

Michael Hays
Online Center Manager
Steris Corporation

2:15 Making Your Data Work For You: Proactive Data Analysis

“Data is like garbage, you better know what you are going to do with it before you collect it.” – Mark Twain

The promise of having remote access to your field based instruments is that service costs can be reduced, uptime can be enhanced, customer satisfaction will soar and revenue will climb. In pursuit of these outcomes, Ortho Clinical Diagnostics has been on a multi-year journey to convert raw data into actionable information and a different way of servicing our customers. We needed to rethink many aspects of our service process including:

• Defining a strategy for the data
• Building tools to present the necessary information, in the needed format, exactly when needed
• Engaging the organization through change management
• Taking daily action on the data to reduce costs and impact customers
• Leverage data to improve existing and new products making them more reliable and easier to adopt and use
• Leverage data to bring value to supply chain and other organizations beyond service
• Leverage data to enhance revenue

Michael Torpey
E-Connectivity Program Manager
Ortho Clinical Diagnostic

4:00 Increasing Your Competitiveness By Upgrading Current Systems, Products And Services

With the technological changes and new products coming to the market all the time, making sure that the products and services you are providing are not outdated is critical. It is especially true when it comes to remote services! If you have been providing remote service for more than 2 years this session is for you! Join this session and learn how to:

• Identify criteria for decision making
• Identify what is the added value for the customer?
• Identify necessary changes and upgrades
• Calculate the costs of upgrading?
• Can the new upgrades and services be supported? By who?
• Make “Go / No Go” decision
• Retrofit the existing products and services as needed
• Evaluate preliminary results and make necessary amendments
• Celebrate Successes

Scott Terdic
Program Manager, U.S. M2M Services
Air Liquide Industrial U.S.LP

5:00 Close Of Day 1