8:30 – 11:30 Workshop A: Reducing the Cost of Service While Improving the Overall Quality by Utilizing Design for Service Techniques

When most people think of “Design for Service”, they think only about how the product design can change to make it easier to service. This often is perceived to add both cost and time to the product design lifecycle. Therefore, the response is often negative and many of the “Design for Service” ideas are not implemented. Keep in mind that by the time the preliminary design of a product is finalized, 80% of product support cost is cast in stone. “Design for Service” techniques can help in reducing the cost of service while improving the overall quality of service with little measurable impact on product cost or time to market.

What will be covered:

• How to apply “Design for Service” techniques to improve services
• Improving the product lifecycle and the service lifecycle
• Improved serviceability data to allow for better service support.
• Integrating lifecycle strategies into service management processes.
• Integrating “Design for Service” with “Knowledge Management”.
• Integrating “Design for Service” with “Case Management”.
• Increase the investment in human capital:
  • Enabling every technician to perform at an “Expert” level.
  • Dynamically scripted troubleshooting gives the technician the next action step to take, based on real time conditions, to resolve the customer issue efficiently.

How you will benefit from this workshop:

• Determine if “Design for Service” techniques are right for your company and your products.
• Validate the costs of adopting a “Design for Service” strategy.
• Raise the efficiency of service.
• Reduce the overall cost of service.

About Your Workshop Leader:

Robert D. Ticknor (Bob)
VP of Business Development
Qualtech Systems Inc. (QSI)

11:45 – 2:45 Workshop B: Achieving Significant Service Cost Reduction for Service Providers by Applying Disruptive Remote Service Innovation Strategies

This workshop takes a deep dive into “disruptive innovations” like Cloud Computing and Real-time Access that minimize the cost of remote access platforms and enable the More For Less for More (M4L4M) business model; offering more functionality, at a lower price, to a global customer base.

Currently, traditional service delivery models are being disrupted by remote access and service automation technologies. However, there are even more significant disruptions occurring that significantly reduce the cost of remote services. This workshop will discuss strategies for remote service with a focus on the reduction of cost for service providers, and lower prices for service consumers.

What will be covered:

• How remote access platforms can be securely managed in the cloud to reduce your service technology cost per device by up to 90%
• A Service Intelligence Framework Technologies (SIFT) platform strategy that is scalable, flexible and cost effective approach for remote services.
• “There’s an App for That”; Get quicker adoption rate on your remote services for intelligent device management by rapid development, testing, and sharing of applications in a community style service intelligence environment.
• Live Demonstrations of a Cloud based integrated service environment for visualization of the cost and value benefits.
• How to get more connections quicker and for “free” by adapting the “customer provided remote access solution (CPRAS) and integrating it with your standard remote access platform (RAP).
• A more integrated approach to secure connection tunneling using always-on connections such as XMPP; a very secure protocol used for Instant Messaging (IM), and its impact on cost.

How will you benefit:

• Learn strategies to minimize the Total Cost of Ownership (TCO) for remote service providers.
• Have an understanding of latest technology platforms for secure collaboration, connectivity, data analysis, rules engines.
• Have a better understanding of the business model that will be the driving force for the future of remote service offerings.
• Learn about new enabling technologies that will address inefficiencies in current methods for device monitoring and data analysis.
• Understand how choosing the right technology strategy can be “empowering” for your customers, which drives quicker acceptance, shorter sales cycles, and greater remote service revenue generation.

About Workshop Leader:

John Dubay
former Head of Business Development, Remote Services
ABB Automation

3:00 – 6:00 Workshop C: Attracting and Retaining Customers with an Application-Centric Community Based Approach to Remote Services

Apple has spoiled it for the rest of us. Their iPhone platform and App Store has created a new level of customer expectation regarding technology vendors and application costs. The ability of a customer to take a platform and customize it by adding and organizing applications that make sense to them and their personal workflow has changed the game dramatically. The days of a vendor providing a rigid set of one size fits all applications, reports, and workflow are numbered if not entirely over. Community, collaboration, and customized working environments are now the hallmarks of any successful service offering. But is it possible to achieve this level of personalization while still maintaining and even growing margin while making it easier to attract new customers? The answer is yes.

By providing customers access to your experts/expertise driven applications and their devices/device driven information, OEMs can to attract many more customers by providing the one thing that has often been lacking in a remote services offering – a way for those customers to solve their business problems. This workshop examines a community platform based approach to providing remote services that gives OEMs a way to offer up their domain knowledge and access to their experts in a way that is truly scalable.

What will be covered:

• The value of community as way to allow your experts to impact many more customers then they can today.
• How a platform approach can be used to provide mass customization of application/service offerings.
• How technology advances such as real-time connectivity and cloud computing are disrupting the entire cost structure of remote services infrastructure.
• Why it takes more than just device connectivity and some apps to create a collaborative environment.

How you will benefit:

• Learn strategies to make your remote services offering perceived as a must have rather than an added cost.
• Understand how to create an app store style model so that your users can customize their content to their needs.
• Gain some real world examples of the financial impact of a community based offering.
• Learn how collaboration and community approaches have completely redefined the model for remote services.

About Your Workshop Leader:

John Canosa
CEO
Palantiri Systems