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Conference DAY ONE - 24th May
9.00 Introduction from the chair
Andy Kyiet
President
Service Managers Asia Pacific
9.10 How Technology Has Changed The Face Of Service Delivery
Brian Ainsby,
General Manager Asia Pacific,
Astea
9.50 Customer feedback, keep it simple - simply ask
The real measurement of an organisation is its ability to respond, resolve and ensure clients remain truly satisfied. Your ability to do so will create loyal customers who will become promoters and advocates of your brand. Unlock the secrets of satisfaction with 6 simple steps.
In this instructive session, Phil will provide insight into the transformative customer service strategy at Pitney Bowes which has seen dramatic improvement in both sales and satisfaction ratings.
Philip Wardley
Director Enterprise Sales and Service
Pitney Bowes
10.30 Morning tea
11.00 Technology Trends in Field Service Mobility
Richard Paul,
Sales Manager,
Retriever Communications
11.40 CASE STUDY - Redesigning and reconfiguring the contact centre at SA Water
United Water was contracted to SA Water to provide services to maintain the Adelaide metro network, this included answering customer service problem faults. Faults were processed through a works management system to dispatch work to the field and to record asset lifecycle and cost associated with maintenance of the network asset. The new contractor, Allwater now use Maximo version 7 (from Version 4)
• Ensuring the protection of asset and client data, including the creation of flow charts and document classification
• Providing better training to CSAs: call scripting and classification to prioritise work orders, work order tracking and visibility and report generation
• Challenges of asset management for SA Water: maintaining an accurate asset register, capturing asset management data, life cycle costing and analysis
Simon Alder,
Manager Customer Service Centre,
South Australia Water
12.20 Lunch
1.10 Transforming services beyond the product
• Diversifying service capabilities to incorporate new revenue streams
• Reducing dependence on propriety products
• The challenges of transformation: internal and external
Darren Burnnand
Head of Services, Pacific - IT Business
Schneider Electric
1.50 CASE STUDY 'Road to Orange'
• Defining 'Orange': why service is everything to TNT
• Engaging staff and developing an Employee Value Proposition
• Identifying key factors in providing a positive service experience
• Experiences and lessons learnt from the change journey
Noel Springall
General Manager Human Resources
TNT Australia
2.30 CASE STUDY - Managed services at Fujitsu
• Exploring the role of service management in Service Integrator Delivery Models
• Conceptualising the service desk as hub of service management
• Building relationships with key stakeholders
• Continuous improvement and governance in
managed services
Tim White
Group Executive Director Managed Services
Fujitsu
3.10 Afternoon tea
3.50 PANEL DISCUSSION
- Service Managers Asia-Pacific
Service Standards In Practice – the great debate!
A number of Service standards and certifications exist for the Service Management Industry. The issue is, which one(s) to deploy?
Are they just marketing hype and a handy logo to put on your collateral, or have they really made a difference to the quality and effectiveness of the service department...
Service Managers Asia-Pacific will host a panel of practitioners and subject-matter experts and address issues around standards, including:
• ITIL – how well does it work for an external Service Desk?
• SCP (Service Capability & Performance) – does a standard with certification make a difference?
• ISO9001 - is this still relevant?
• ICSSC (International Customer Service Standard Certification) – who is using this and how does it differ from other standards?
4.30 Closing remarks from the chair
4.40 Networking Drinks
This is an ideal opportunity for you to meet with your peers in an informal setting to discuss the day's events and build long-term business relationships. Don't forget to bring plenty of business cards for this must attend gathering.
7:00 Conference dinner at the Deck - To book your seat at the official conference dinner, attended by speakers and delegates , click here
Conference DAY TWO - 25th May
9.00 Opening remarks from the chair
Mark Rainbird,
Managing Director,
AWA
9.10 CASE STUDY- Enhancing the effectiveness of field service teams at Coates Hire
• Unique requirements of the hire industry: Coates Hire inspection & servicing requirements
• The challenges in skills & training resulting from a diversity of equipment
• Strategies in dealing with skills shortages: the 2012 apprentice program & use of 457 visa workforce
• Utilising technology to deliver productivity, efficiency and standardised processes
- Profiling a new filed service mobility solution and a newly developed asset tracking system
- Removing paperwork from workshops
Garry Newton
Service Operations Manager
Coates Hire
9.50 - Service management in practice
Glen will present a practical, rather than theoretical session, drawing on 15 years in senior service management position in rail, telecommunications and public health environments. Using specific examples that have informed the development of his Service Management philosophies and approaches, he will look at;
• When not all went to plan, and corrective actions were required;
• When systems put in place 'saved the day'; and
• When steps had to be taken to capitalise on new and unexpected opportunities
Topics include:
• Delivering complex services for mission critical infrastructure, against stringent SLAs
• The role of technology in enabling and measuring service management
• When to incorporate outsourcing into service delivery strategy
• The role of planning in meeting or exceeding customer expectations
• Ensuring service profitability is a key driver of strategy
Glen Trestrail
Senior General Manager Service
Canon Australia
10.30 Morning tea
11.00 Contemporary challenges for service management
• Keeping service team skills up to deliver service to leading edge technology
• Overcoming the difficulties of managing scattered teams across multi-state locations
• Protecting service revenue in the face of diminishing margins
Bruce Davey
Service Operations Manager
Salmat
11.40 PANEL DISCUSSION
- Field Service Integration: empowering and enhancing field services
Bruce Davey, Service Operations Manager, Salmat
Glen Trestrail, Senior General Manager Service, Canon Australia
Philip Wardley, Director Enterprise Sales and Service, Pitney Bowes
12.20 Lunch
1.20 Case Study: Calibrating quality assurance and voice of the customer
• What is calibration?
• Designing an effective calibration platform
• What is voice of the customer
• Marrying calibration and internal benchmarking with VOC
Richard Bailey,
Quality Manager - Customer Experience and Compliance,
FlexiGroup
2.00 Developing a service delivery strategy
• Aligning service delivery strategy with the demands of the business
• Achieving the right balance between self managed and outsourced services
• Meeting customer expectations: ensuring rapid and appropriate service
• Key features that distinguish successful service delivery
Mark Rainbird
Managing Director
AWA
2.40 Meeting field service Key Performance Indicators
• Implementing a replacement Mobile Data System into ACT ambulance service
• Tailoring the solution to meet business, as well as operational, needs
• How the solution design supports emergency response & reporting on the outcomes of those responses
• Lessons learnt from the first phase of the program and how these lessons are being integrated into future phases
Todd Cottee
Project Manager
ACT Ambulance Service
3.20 Closing remarks from the chair and close of conference
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