09.00

Registration And Coffee

09.30

Chairman’s Welcome

09.45

Identifying Workflow Optimisation Technologies: Enhance Service Delivery Effectiveness And Increase Customer Satisfaction

Frank Debus, Senior Vice President Global Process Material Logistics, Siemens Healthcare

10.30

Implementing Advanced Productivity And Workflow Models For Cost-Effective Service Support Organisations

Giovanni Carapelli, Research and New Technology Director, Gilbarco Veeder-Root

11.15

Morning Coffee

11.45

Aligning Your Workforce Around Your Streamlined, Service-Oriented Structure To Carefully Match Resource To Process And Boost Service Efficiency

Harald Hofstätter, Business Unit Director Technical Service, Gambro Hospal

12.30

Assessing The Challenges And Benefits Of Real-Time Field Service Management: Driving Efficiency And Maintaining A Competitive Advantage

Shawn Lane, Vice President, Servigistics

13.15

Lunch

14.30

Lessons Learned From A Major Business Process Optimisation Process: Improving Service Output And Dramatically Increasing Performance

Nic Delfos, Senior Director Global Customer Support Business Process Improvement, Philips Healthcare

15.15

Leveraging Key Metrics To Drive Efficiency, Boost Productivity And Increase Service Output

Linda Anderson, Senior Contracts Manager, Sodexo

Successfully Integrating Business Process Optimisation Tools To Support Your Organisation's Long-Term Efficiency-Focused Objectives

Anke Geudens, Head of Mobile Services, Pidpa

16.45

Panel Discussion: Selecting Optimum Benchmarking Criteria To Measure Your Organisation’s Performance Against The Best-In-Class

Shawn Lane, Vice President, Servigistics

Harald Hofstätter, Business Unit Director Technical Service, Gambro Hospal

Linda Anderson, Senior Contracts Manager, Sodexo

17.30

End Of Focus Day