8th annual Field Service Management Summit 2016 - agenda
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The 8th Annual Field Service Management Summit 2016, held on March 9-10 at the Australian Technology Park in Sydney, will feature over 40 speakers and extensive networking opportunities, including interactive problem-solving sessions and workshops focused on customer-centric services and technology utilization. The central theme for this year is 'delivering value' as organizations aim to transition from cost centers to value-centric operations amidst an increasingly competitive market. Attendees will benefit from case studies, expert panels, and awards recognizing excellence in field service management.
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Please note: Workshops = 1 Module each; Focus Day = 2 Modules
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MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000
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PACKAGES
EXTREME
EARLY BIRD
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pay before
17th
December
2015
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15th
January 2015
EXTRA
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5th
February 2016
EARLY BIRD
*Register
pay before
26th
February
2016
STANDARD
PRICE
Conference +
3 Workshops
$4,049.00 + GST =
$4,453.90
$4,349 + GST =
$4,783.90
$4,649 + GST =
$5,113.90
$4,949 + GST =
$5,443.90
$5,099 + GST =
$5,608.90
Conference +
2 Workshops
$3,699 + GST =
$4,068.90
$3,999 + GST =
$4,398.90
$4,299 + GST =
$4,728.90
$4,599 + GST =
$5,058.90
$4,699 + GST =
$5,168.90
Conference +
1 Workshop
$3,299 + GST =
$3,628.90
$3,599 + GST =
$3,958.90
$3,899 + GST =
$4,288.90
$4,199 + GST =
$4,618.90
$4,299 + GST =
$4,728.90
Conference
Only
$2,699 + GST =
$2,968.90
$2,999 + GST =
$3,298.90
$3,299 + GST =
$3,628.90
$3,599 + GST =
$3,958.90
$3,699 + GST =
$4,068.90
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TELEPHONE +61 2 9229 1000
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Australian Technology Park
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Bay 4, Locomotive Workshop,
Eveleigh NSW
§ www.atp.com.au
§ +61 2 9209 4429
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Australian Technology Park, Sydney is the official venue for 8th
Annual Field Service Management Summit 2016, and we have
negotiated special hotel rates for attendees of this event. To take
advantage of these rates, go to www.fsmaustralia.com.au and click
on the Venue and Accommodation page for a direct link to rates.
IQPC recognises the value of learning in teams. Take advantage of one of these special rates:
ΠRegister a team of 2 to the conference at
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and receive 5% off the total cost
Register a team of 3 to the conference at
the same time from the same organisation
and receive 10% off the total cost
Ž Register a team of 4 to the conference at
the same time from the same organisation
and receive 15% off the total cost
Register a team of 6 to the conference at
the same time from the same organisation
and receive 20% off the total cost
Register a team of 10 to the conference at
the same time from the same organisation
and receive 25% off the total cost
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Call +61 2 9229 1000 for more details
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within the conference venue
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* (Not available for service providers)
**(No discounts can be applied)
Main conference dates:
9 10 March 2016
Pre-conference workshop date:
8 March 2016
Awards ceremony date:
10 March 2016
IMPROVING MOBILE WORKFORCE PRODUCTIVITY AND
DELIVERING TRUE CUSTOMER VALUE
î Conference Day:
9 10 March 2016
î Venue: Australian
Technology Park, Sydney
CLICK HERE SUBMIT THIS FORM
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8th annual Field Service Management Summit 2016 - agenda
- 1. Associate Sponsor: Exhibitor:Event Partner: Organised by:Media Partner: EXTRA EARLY BIRD SPECIAL: BOOK BY 17 DECEMBER 2015 AND SAVE UP TO $1,050!* WHAT IS NEW FOR FSM SUMMIT 2016? Over 40 speakers (double the speaker line-up from 2015) including international keynote presentations and inspirational ‘big idea’ speakers 16+ hours of networking sessions with industry specific speed networking sessions, champagne roundtable, and solutions clinic 6+ hours of interactive problem solving sessions 6 new streams focusing on customer centric service; effectively utilising technology; asset management; the field service technician of the future; and using data and analytics to boost productivity and drive strategic decisions Awards ceremony and drinks to recognise the achievements of those driving the industry forward (see page 5 for details) Live onsite polling to give you real time feedback on how you compare to your peers on site ‘Flare Yourself’ on the day by choosing a coloured ribbon to represent your field of expertise to match you with likeminded peers so that you can share your challenges, ideas and solutions. The launch of the 2016 Advisory Board to the conference themes and content (see page 4 for details) î Conference Day: 9 10 March 2016 î Venue: Australian Technology Park, Sydney 8th Annual FSM 2016 REMAINS THE PREMIER NUMBER ONE FIELD SERVICE EVENT IN THE ASIA PACIFIC REGION Kathryn Turner Manager Asset Coordinator Planning Operations, Queensland Urban Utilities Steve Minahan Head of Field Operations, Optus Keiron Walsh Technology Solutions Manager, Energex Mathew Dickerson Mayor, Dubbo City Council John Vise Manager Customer Support, Goulburn-Murray Water Marc Phillis National Business Development Manager, Equipment, Coca-Cola Amatil Philippe Mengual Field Service Director, Airbus (France) Stephen Jewell Manager Network Operations, Unitywater Brian Sharman Technical Director, Strategic Asset Management, AECOM Tercius Morais Transmission Maintenance Manager, Energisa (Brasil) Wade Tink Army Reserve Platoon Commander, Australian Defence Force Sandra Nieuwenhuijzen Head of Maintenance Operations, Qantas Kevin Ingle Manager Maintenance Services, Auckland International Airport Michael Killeen Asset Manager, NSW TrainLink Utilities, Power Energy Telecommunications Council FMCG Construction Engineering Inspirational Leadership Keynote Guest Speaker: International Keynote Guest Speakers: Transport Logistics IMPROVING MOBILE WORKFORCE PRODUCTIVITY AND DELIVERING TRUE CUSTOMER VALUE 4 WORKSHOPS OFFERING YOU KEY TAKEAWAYS AND LEARNINGS Demonstrating Returns on Investments Learning How to Develop an Effective Business Case for your Mobility Plan Learning How to Secure Stakeholder Buy-In Learning How to Manage Performance through KPI’s to Achieve Sustainable Growth A C B D (see page 15 16 for details) BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 1
- 2. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 2 Key Theme for 2016 - Delivering Value This year’s theme is about delivering value, in ‘transforming from a cost centre to a value centre’ and ‘delivering true customer value’. This is supported by the fact that in today’s increasingly competitive market place, the idea of delivering and showing the value of FSM has been central to the majority of conversations we have been having for the past 8 years. Get the Most out of Your Attendance and Networking Opportunities and Attend the Interactive Master Classes (see page 15 16 for more details) Demonstrating Returns on Investments Facilitated by Steve Minahan, Head of Field Operations, Optus Learning How to Secure Stakeholder Buy-In Facilitated by Kathryn Turner, Manager Asset Coordinator Planning Operations, Queensland Urban Utilities Learning how to Develop an Effective Business Case for your Mobility Plan Facilitated by David Kelly, Manager Maintenance Operations, Qantas Learning how to Manage Performance through KPI’s to Achieve Sustainable Growth Facilitated by Roger la Salle, Founder/Director, Matrix Thinking A B C D INCREASE YOUR KNOWLEDGE AND SAVE BY BOOKING 2 OR MORE MASTERCLASSES (see page 18 for pricing) WELCOME Dear Colleague , In today’s intensely competitive and technologically advanced work environments, what will set your business apart from the competition is the quality of service you offer your customers. Indeed, 50% of customers demand for quicker response time and 43% of service organisations need to improve workforce utilisation, productivity and service process efficiencies. In light of this, service organisations understand that they need to become more efficient, develop better time saving approaches and fix a problem in the first visit in order to meet customer expectations. Join us at the 8th annual Field Service Management Summit 2016 for a full 2 days of information-sharing, learning and networking with field service professionals from across industry, where we will be addressing the following key issues: 1. Driving customer focused solutions to improve service delivery 2. Leveraging latest technical solutions and strategies to maximise agility and competitive advantage 3. Seamlessly integrating systems to drive operational efficiency gains and workforce productivity 4. Realising the value of your internal data to predict trends and fill gaps 5. Attracting and retaining talent in the global marketplace for sustained business performance 6. Enhancing quality of service through process efficiencies 7. Improving seamless integration and 2-way sharing of data to effectively integrate hardware, software and technology $1,050 Extra Early Bird Discount. Book by 17 December, 2015. Call 02 9229 1000; or email [email protected]; or book online at www.fsmaustralia.com.au We also entertain larger group bookings with further discounts so please do get in contact if you are planning on bringing a large team. I look forward to meeting you onsite in Sydney in March 2016. Erika Aligno Director of Field Service Management Summit 2016 Be More than a name on a business card. Stand out as a sponsor or exhibitor. FSM provides a unique platform which encourages open conversation with professionals and solution-providers. We take the time to get to know our customer so that we can help you navigate through the audience to find the best matches in terms of needs and buying power. FSM is a must-attend event for businesses which have a service or solution that would bring benefit to an audience of senior executives leading their field service organisation. To find out more about the outstanding sponsorship and exhibition opportunities available at FSM Summit 2016 contact us on +61 2 9229 1050 or [email protected] Tilak Antony, Head of Sales ANZ
- 3. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 3 Join the conversation on LinkedIn Field Service Management Australasia a subgroup of FSM Field Service Management (FSM) Key Issues to be Addressed? Transforming your service and support operations from a cost centre to a value and revenue generator Driving customer focused solutions to improve service delivery Leveraging latest technical solutions to maximise agility and competitive advantage Seamlessly integrating systems to drive operational efficiency gains and workforce productivity Realising the value of your internal data to predict trends and fill gaps Attracting and retaining talent in the global marketplace for sustained business performance Enhancing quality of service through process efficiencies Considerations around data collection and mobility Who will you meet at the 8th annual Field Service Management Summit 2016? Industry: î Power Generation î Energy Transmission and Distribution î Water î Telecommunications, Construction Engineering î Local Government î Transport and Logistics î Machinery, Manufacturing and Mining î FMCG î Aviation, Infrastructure and Civil î Equipment Rentals Roles: î Director, General Manager – Field Operations, Operations î National, Regional Manager, Head – Operations, National Service î National, Regional Manager, Head – Asset (Information), Information Systems î National, Regional Manager, Head – Fleet Service, Field Service î National, Regional Manager, Head – Mobility Support, Technical Support î National, Regional Manager, Head – Solutions Architect, Consultant WHY YOU SHOULD ATTEND? 35+ sessions including International Keynote presentation from leading Brasil utilities company and Case Studies addressing how you can seamlessly integrate your data to improve mobile productivity and enhance customer service delivery 9 Interactive Panel Discussions for you to discern the issues surrounding: 1. Pushing connectivity in the age of the Internet of Things (IoT) 2. Maximising your mobility capabilities; 3. The new requirements for field service technicians 4. Transforming your service from a costs centre to a revenue centre 5. Utilising data and analytics to predict trends and fill gaps in productivity; 6. Aligning FSM to your business 7. Managing WHS in field service operations 8. What will the changing workforce look like? 9. Addressing the talent gap and challenges of recruitment 6 Streams to offer you a choice in 6 key areas which focus on: 1. Adding value to your service through customer centric field service organisation 2. Effectively utilising technology to support seamless integration 3. Implementing an effective FSM mobility strategy to meet deliverables 4. Effectively utilising data and metrics to boost productivity 5. Understanding the Field Service Technician of the future 6. Effective Asset Management 4 Workshops offering you key takeaways and learnings (see pages 16 17 for details) Interactive Champagne Roundtable and Problem Solving Discussions to help you understand and improve ways you use data and analytics to generate valuable insights into customer behaviours and field service production pattern
- 4. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 4 Mary Brittain-White Managing Director, Retriever Communications Roger la Salle Founder/Director, Matrix Thinking Mathew Dickerson Mayor, Dubbo City Council Kevin Ingle Manager Maintenance Services, Auckland International AirporT Marc Phillis National Business Development Manager, Equipment, Coca-Cola Amatil Matt Keppich Business Unit Manager, Cardno CUTTING EDGE INSIGHTS FROM 40 FIELD SERVICE LEADERS: ADVISORY BOARD MEMBERS We are pleased to announce the launch of the 2016 Advisory Board to help shape the themes of the summit so that it is guided by field service professional for field service professional Philippe Mengual Field Service Director, Airbus Wade Tink Army Reserve Platoon Commander, Australian Defence Force Tercius Morais Transmission Maintenance Manager, Energisa (Brasil) Sandra Nieuwenhuijzen Head of Maintenance Operations, Qantas Michael Killeen Asset Manager, NSW TrainLink Lance Martin Divisional Head, CAD Project (Conference Chairperson) Douglass Doherty Chief Executive Officer, Family Based Care Association North West Inc. Chris Kinley Manager Maintenance Services, Watercare John Simonides Manager Strategy Planning, Emergency Management, Fire and Rescue Services Donna Goddard Asia Pacific IT Manager, Cardno Marc Phillis National Business Development Manager, Equipment, Coca-Cola Amatil Jonathan Rich Head of Asset Management, UGL Limited Stephen Jewell Manager Network Operations, Unitywater John Vise Manager Customer Support, Goulburn- Murray Water Stuart Buxton Senior Product Manager, Panasonic Mathew Dickerson Mayor, Dubbo City Council TBC Executive GM/Head of ISGM/CEO, ISGM Jerome Barrientos Chief Information Officer, KinCare Brian Sharman Technical Director, Strategic Asset Management, AECOM Kathryn Turner Manager Asset Coordinator Planning Operations, Queensland Urban Utilities Kevin Ingle Manager Maintenance Services, Auckland International Airport Gavin Hudson KinCare Queensland State Manager, KinCare Matt Keppich Business Unit Manager, Cardno David Kelly Manager Maintenance Operations, Qantas Richard Barrow Information Technology Manager, City of Casey Simon Duggan Systems Manager, Horizon Power Mary Brittain- White Managing Director, Retriever Communications Keiron Walsh Technology Solutions Manager, Energex Professor Melinda Hodkiewicz Mechanical and Chemical Engineering University of Western Australia Steve Minahan Head of Field Operations, Optus Jordan Argiriou Field Service Manager ANZ, QIAGEN Alex Lassauniere Lead Architect IT, Coates Hire Roger La Salle Founder/Director, Matrix Thinking Richard Deihl IT Manager, Counties Power New Zealand 40 EXPERT GUEST SPEAKERS, THOUGHT LEADERS AND PANELLISTS: Steve Minahan Head of Field Operations. Optus Michael Olsen CEO, Infraworks Michael Olsen CEO, Infraworks
- 5. 2016 FSM EXCELLENCE AWARDS Thursday, 10 March 2016 The FSM Excellence Awards is our chance to recognise and celebrate the achievements of Field Service organisations, technicians and managers across industry. The 2016 awards is easy to enter and you don’t have to be ‘state of the art’ to have an amazing story to tell. Reward your employees’ hard work by submitting an application that recognizes innovative approaches, regardless of budget or company size. To receive the templates for submissions please email: [email protected] or go to the website www.fsmaustralia.com.au Complimentary attendance and drinks with conference ticket! Finalists may bring their teams to the cocktail ceremony drinks awards nights To receive the templates for submissions please email: [email protected] or go to the website www.fsmaustralia.com.au. Please send your submissions to [email protected] by Friday, 12 February 2016. The categories will be judged by the 2016 FSM Judging Panel and revealed at the awards ceremony drinks on Thursday, 10 March 2016 to conclude and celebrate the two day conference. All finalists will be contacted with eligibility to bring their teams to the awards. YOU ARE CORDIALLY INVITED TO THE LAUNCH OF: Join the conversation on LinkedIn Field Service Management Australasia a subgroup of FSM Field Service Management (FSM) EXCELLENCE IN DISRUPTION AWARDS CATEGORIES BEST IN COSTS SAVINGS BEST IN GAINING NEW CLIENTS BEST RESULTS IN WORK, HEALTH SAFETY
- 6. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 6 PRE-CONFERENCE WORKSHOP DAY – Tuesday, 8 March 2016 WORKSHOPS A B C D TIME 9:00AM – 11:15AM 11:30AM – 1:45PM 2:00PM – 4:15PM Time DAY ONE – Wednesday, 9 March 2016 8:00 Registration and Arrival Coffee 8:30 Opening Remarks from FSM Australia and the Summit Chair 8:40 Panel Discussion 9:20 Case Study 9:50 Solution Provider Thought Leader Session 10:10 Panel Discussion 10:50 Speed Networking Break 11:10 Morning Tea Break 11:40 Plenary Presentation: Solution Provider Thought Leader Session 12:10 Case Study Presentation 12:40 Plenary Presentation: Solution Provider Thought Leader Session 1:10 Lunch and Networking Break Solutions Clinic STREAM A STREAM B 2:00 Presentation Case Study Presentation 2:30 Case Study Presentation Presentation 3:00 Presentation Presentation 3:30 Afternoon Tea and Networking Break 4:00 Solution Provider Thought Leader Session 4:20 Case Study Presentation 4:50 Panel Discussion 5:20 Panel Discussion 5:50 Networking Drinks Time DAY TWO – Thursday, 10 March 2016 8:00 Registration and Arrival Coffee 8:30 Opening Remarks form the Summit Chair 8:40 Plenary Presentation 9:20 International Keynote Presentation and Case Study 10:00 Solution Provider Thought Leader Session 10:20 Plenary Presentation 10:50 Morning Tea Break STREAM C STREAM D 11:20 Case Study Presentation Case Study Presentation 11:50 Presentation Panel Discussion 12:20 Case Study Presentation Panel Discussion 12:50 Lunch And Networking Break STREAM E STREAM F 1:40 Presentation Presentation 2:10 Case Study Presentation Presentation 2:40 Presentation Case Study Presentation 3:10 Afternoon Tea And Networking Break 3:40 Solution Provider Thought Leader Session 4:00 Plenary Presentation 4:30 Panel Discussion 5:00 Panel Discussion 5:30 Panel Discussion 6:00 AWARDS CEREMONY DRINKS ANNOUNCEMENT AGENDA AT A GLANCE
- 7. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 7 8:00 REGISTRATION WELCOME COFFEE 8:30 OPENING REMARKS FROM FSM AUSTRALIA AND OPENING STATEMENT FROM SUMMIT CHAIRPERSON Lance Martin, Divisional Head, CAD Project (Conference Chairperson) 8:40 What Does ‘MOBILITY’ mean? Maximise Your Mobility Capabilities 65% of field service organisations still consider reducing and driving efficiencies as an important objective of their organisation. An effective mobility solution can improve overall productivity by 30-40% and profitability by 20-25% for the service organisation. So what does this actually mean to have an effective mobility solution? In this panel, experts will come together to share their expertise and draw on their experiences: • The significance of field service mobility drawing on their successes and failures • Examining the life of the field service technician and challenges face on-site • Identifying critical features that should form part of your field service mobile application • Mobility program to innovate and deliver and differentiate your service Simon Duggan, Systems Manager, Horizon Power Kevin Ingle, Manager Maintenance Services, Auckland International Airport Jonathan Rich, Head of Asset Management, UGL Limited Chris Kinley, Manager Maintenance Services, Watercare Stephen Jewell, Manager Network Operations, Unitywater 9:20 Airbus – Field Service within Airbus • Airbus presentation and the field service with in Airbus, • How field service is the voice of the customer back to the organization. • Evolution of the field service role in time and as well embrace technology. • Going Global Philippe Mengual, Field Service Director, Airbus 9:50 SOLUTION PROVIDER THOUGHT LEADER SESSION *please contact [email protected] to discuss 10:10 The Age of the Internet of Things (IoT) - How Far Can We Push Connectivity? It is predicted that 3 years from now, 5% of customer service cases will be autonomously initiated by connected devices as more objects connect to the internet. Indeed, as manufacturers turn to developing smart devices from jumbo jet engines through to white goods, machine to machine diagnosis and preventative maintenance will become the accepted norm and so IoT based field service management systems will in turn become more in demand. Before long, every piece of equipment that technicians are asked to fix could be connected to the Internet — and to one another. It’s all part of the coming Internet of Things (IoT) revolution that will have a big impact on field service. Our expert panellists will come together to evaluate the impact IoT will have on field services. • Which industries will be improved by IoT? • How IoT will transform you’re your automated claims and automatically initiated service calls? • What will this mean for privacy – is IoT assisting or monitoring you? Philippe Mengual, Field Service Director, Airbus Steve Minahan, Head of Field Operations, Optus Michael Olsen, CEO, Infraworks Alex Lassauniere, Lead Architect IT, Coates Hire 10:50 SPEED NETWORKING BREAK (30 mins) COFFEE BREAK (20 mins): An effective structured interactive session designed to help you expand your network through one-on-one focused conversations 11:40 Plenary Presentation: Panasonic Stuart Buxton, Senior Product Manager, Panasonic 12:10 Managing Interfacing Parts of your Organisation to Enable Seamless Operation The execution of your service operations relies heavily on the seamless integrating of interfacing parts of your organisation. In this session, Kathryn will break down the operating processes to a project and who (and how) you need to get on board the crucial department in order to build and upgrade your projects. • Streamlining your project delivering though effective communication and leadership • Understanding the interface between different stakeholders and learning how to get buy-in • Managing the interaction between different areas of the business Kathryn Turner, Manager Asset Coordinator Planning Operations, Queensland Urban Utilities CONFERENCE DAY ONE WEDNESDAY, 9 MARCH 2016 PANELDISCUSSION PANELDISCUSSION CASESTUDY CASESTUDY
- 8. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 8 12:40 Plenary Presentation: Achieving Technician Technology Acceptance in FSM The latest quantitative study by Capriza showed that 45% of respondents were unlikely to use enterprise software due to complicated, poorly designed interfaces. In field mobility this need for end user acceptance and consequent use of the mobile solution is paramount for any project’s success. There is a lot of strong opinions regarding what makes a good FSM App however little research. To that end, Retriever sponsored the University of Technology to do an independent study on the key determinants for end user acceptance in FSM. Take-aways • Key design “rules of thumb” required for an industrial field App usability • The impact of mobile form factors – tablet v smartphone • The role of environment - light, isolation, age – on choices taken Mary Brittain-White, Managing Director, Retriever Communications 1:10 LUNCH NETWORKING BREAK Solutions Clinic: Getting The Right Information to Remote Workers The right information increases efficiencies. Delivering excellent service is tightly integrated with how companies collect, digest and act on field data. In-vehicle GPS boxes feed data back to dispatch centres throughout the day, providing critical insight into the quality of service that field workers deliver. Analysis of the data can produce increased first-time fix rates, reduced follow-up truck rolls, and enhanced preventive tasks to minimise repair calls. It has been found that 89% of best-in-class organisations are 2.5 times more likely to integrate preventive tasks into a repair visit to alleviate future breakdowns. In this interactive problem solving session, delegates are given the opportunity to extract, share and collect information to better understand how: • Leveraging analytics to gain greater insight into their operations, enabling them to lower operating costs and improve efficiency and productivity • Using information, such as poor scheduling and inefficient staff utilisation to avoid time waste • How to effectively match the right technician to the right task for the right job STREAM A: How Technology Can Introduce a Step Change to Your Service Stream Chair: Keiron Walsh, Technology Solutions Manager, Energex STREAM B: Adding Value to your Service through Customer Centric Field Service Organisation Stream Chair: 2:00 Empowering your Field Serve Workforce through Mobile Applications and Technologies – Cloud Based Technologies By 2018, 70% of mobile workers will use a table or a hybrid device that has tablet like characteristics. Enabling your field service technician with the right tools guides them through daily tasks and helps them plan tasks for the future. In this session, Chris will identify: • Creating new tasks for unplanned work to ensure all co-workers were informed in real time • How mobile applications allowed technician to check parts, make requests and place an online purchase seamlessly • Limitations and failures experienced with mobile applications Empowering Your Customers through Customer Relations Management Software Family Based Care Association North West is a not-for-profit organisation and their focus is heavily dependent on their relations with their customers. It is pertinent that they develop strong customer relationships in order for their business to survive. Where an organisation understands how customers value your service and what your clients truly value, then this can prove to drive, profits. In this session, Doug will explore how to: • Understand how customers value your service and what they truly value • Mapping the entire value stream to asses what add values and what doesn’t • Improve accessibility to focus on ways to make it easier for customers to communicate • Integrating customer relations management software to improve communication and tailor to customer wants Douglass Doherty, Chief Executive Officer, Family Based Care Association North West Inc CONFERENCE DAY ONE WEDNESDAY, 9 MARCH 2016 PRESENTATION CASE STUDY
- 9. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 9 STREAM A: How Technology Can Introduce a Step Change to Your Service STREAM B: Adding Value to your Service through Customer Centric Field Service Organisation 2:30 Coates Hire High Level New Business IT Strategy The implementation of the new business and IT strategy has helped to improve the asset use of rental equipment at Coates. The telematics systems has also helped streamline operations through real- time information. In this session, Alex will share with you the strategy implemented at Coates Hire, in particular: • Digital transformation high level overview • Mobility: Personas, apps sourcing principles (buy vs dev), and related devices policy considerations, MADP EMM • Telematics: Needs, benefits and issues in the rental industry, reference model, approach and initial RnD • IT asset management (devices) telcos when dealing with mobility and telematics Alex Lassauniere, Lead Architect IT, Coates Hire Driving Customer Focused Solutions with an Integrated Technology Platform The key to improving customer service is delivering on time fixes through an integrated platform that works seamlessly. 46% of companies have identified that the cost of implementation of new technology is the highest barrier for companies looking to develop their service management solutions. There are over 1 billion mobile devices out there: your workforce will be using them anyway, so tap into that mindset. Technology is delivering the opportunity to document a vast amount of knowledge and get it out there to the wider workforce and customers. In this session, Brian will compare solutions used at AECOM to provide useful insight on which service solution will help meet your needs. • Measuring your business and customer needs to manage • Comparing solutions and compatibility • Maximising current capabilities to meet your needs Brian Sharman, Technical Director, Strategic Asset Management, AECOM STREAM A: How Technology Can Introduce a Step Change to Your Service STREAM B: Adding Value to your Service through Customer Centric Field Service Organisation 3:00 Including an Internet of Things (IoT) Functionality to your Software to Increase Connectivity Three years from now, 5% of customer service cases will be autonomously initiated by connected devices as more objects connect to the internet. The IoT will transform the contact centre from a reactive inbound customer service centre to a proactive outbound service. This will be achieved by devices being able to self-diagnose problems and immediately alert the contact centre of the issue, often before the customer realises. In this session, Richard will address how IoT is predicted to have a huge impact to service organisations. • Including a QR code to enable clients an IoT interface • Transforming your contact centres from a reactive inbound customer service to a proactive outbound service • Understanding how IoT impact customer services and responding effectively Richard Deihl, IT Manager, Counties Power New Zealand Improving Customer Satisfaction through Mobility Mobility helps service organisations resolve issues faster, enabling them to attend to service requests immediately and fix faulty parts on time for their customers. This prompt response has a high impact across the ecosystem of the organisation - from field service technicians to service managers, business managers, executives and customers. In this session, Kevin will identify: • Critical features that should be part of your field service mobile application • Identifying effective ways to make staff more efficient, provide better service to customers and improve profitability • Implementing an effective mobility plan to meet deadlines • Examining the life of the field service technician and challenges face on- site Kevin Ingle, Manager Maintenance Services, Auckland International Airport CONFERENCE DAY ONE WEDNESDAY, 9 MARCH 2016 PRESENTATION PRESENTATIONCASE STUDY
- 10. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 10 3:30 COFFEE NETWORKING BREAK 4:00 SOLUTION PROVIDER THOUGHT LEADER SESSION *please contact [email protected] to discuss 4:20 Qantas - Streamlining Processes, Parts and People to Ensure On-Time Departures and Safety Qantas is Australia’s largest domestic and international airline and is recognised as one of the world's leading long distance carriers, employing over 32,500 people and offering services over 182 destinations in 44 counties. Domestically, it operates over 5,600 domestic flights a week. In order to maintain their reputation, Qantas focuses their attention on two crucial factors: on time departures and safety. In this session, David will identify the framework behind behind the maintenance of operations at Qantas in order to effectively mobilise and carry out their operations. • Effectively using airborne systems to monitor and assess defects in assets to feed info back to HQ • Responding to defects within a 35 minute turnaround for on-time lift off • Minimising department disruption through centralised computing systems and accurate sharing of information • Seamlessness coordinating information from ground crew, monitoring systems and assets to minimise departure disruption David Kelly, Manager Maintenance Operations, Qantas 4:50 Transforming your Service and Support Operation from a Cost Center to a Value and Revenue Generator The Service Industry is experiencing an increase in 44% competitive pressures. In light of this, organisations are looking at ways to prove it is more than just a cost centre. Field service management solutions add value beyond just increasing workforce productivity—they can also improve customer satisfaction and create more collaboration among field service employees. Indeed, field service management plays a key role in the efficient management of after sales service contracts. However, it currently faces several challenges that impact productivity and customer experience. In this interactive panel discussion, experts will come together to explore: • Finding creative ways to use the data collected to generate strategic business insights that adds value • How companies are finding new ways to generate/drive revenue through a variety of field service offerings • Up skilling your field service workers to become not only • Developing a business case to gain stakeholder buy-in • How to ensure that customers are provided the best value and service Philippe Mengual, Field Service Director, Airbus Chris Kinley, Manager Maintenance Services, Watercare Brian Sharman, Technical Director, Strategic Asset Management, AECOM Jordan Argiriou, Field Service Manager ANZ, QIAGEN Michael Jonkers, Solution Delivery Manager, WEL Networks John Vise, Manager Customer Support, Goulburn-Murray Water 5:20 Managing WHS in Field Service Operations All companies, whether operators or contractors, have a commitment to protect and promote the health of those affected, either directly or indirectly, by field operations. This is best achieved by establishing an effective WHS system. Join our FSM Advisory Board as they come together to evaluate the obligations of WHS and the key components any WHS management system. • Organisation, responsibilities, resources, standards and documentation • Key policy and strategic objectives to take into consideration • Developing leadership and commitment to WHS • Training staff, safe work practices and procedures Steve Minahan, Head of Field Operations, Optus Michael Olsen, CEO, Infraworks Roger la Salle, Founder/Director, Matrix Thinking 5:50 END OF CONFERENCE DAY ONE 5:50 NETWORKING DRINKS CONFERENCE DAY ONE WEDNESDAY, 9 MARCH 2016 PANELDISCUSSION PANELDISCUSSIONCASESTUDY
- 11. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 11 CONFERENCE DAY TWO THURSDAY, 10 MARCH 2016 8:00 REGISTRATION WELCOME COFFEE 8:30 OPENING STATEMENT FROM SUMMIT CHAIRERSON Lance Martin, Divisional Head, CAD Project (Conference Chairperson) 8:40 Plenary Presentation: Qantas Presentation Sandra Nieuwenhuijzen, Head of Maintenance Operations, Qantas 9:20 International Key Note Presentation and Case Study: Energisa Brasil – 2015 Award Winning Utilities Company for Best in Operational Management (Electricity Sector) The Abradee Award is the leading benchmarking program in Brasil. It reveals the best companies in the energy sector. Winners are determined by an in-depth analysis of processes and operations, including as differential, a model to control productivity of field services. Join Tercius and Energisa as they share with you the framework behind their award winning Operational Management in Field Services. Tercius Morais, Transmission Maintenance Manager, Energisa 10:00 SOLUTION PROVIDER THOUGHT LEADER SESSION *please contact [email protected] to discuss 10:20 Plenary Presentation: Creating a High Performance Culture Drawing on his military career as Reserve Platoon Commander, Wade is experienced in empowering and mobilising a high performing team in order to execute a common goal. Wade’s leadership has also been an integral part of the success of 40K Foundation, a not-for-profit organisation, mobilising students in remote areas of South India. As the Head of Leadership at 40K he continues to lead the organisation through a period of considerable prosperity on and off the field. Join Wade as he discusses the values of excellence, discipline and community in the creation of a high performance culture, and the power of perfect strategic execution. Wade will share with you his leadership knowledge gained through his Army and business career. • How to engage and lead your millennial workforce in order to create an effective team • Leveraging an ageing workforces’ knowledge through empowerment and communication • Facing fear and change and communicate the opportunities Wade Tink, Army Reserve Platoon Commander, Australian Defence Force 10:50 MORNING TEA BREAK STREAM C: Effective Asset Management Mobility Stream Chair: Simon Duggan, Systems Manager, Horizon Power STREAM D: The Field Service Technician of the Future Stream Chair: 11:20 Effective Asset Maintenance of NSW TrainLink Of the 200 Stations in NSW, TrainLink are responsible for the management and maintenance of these. Spending an estimated $X on the maintenance of these assets per year, having a reliable system of governance is required to execute customer experience. In this session, Michael will share with you how at NSW TrainLink they make sure that their field service workers have all the info they need and resources in order to carry out their role. In addition: • Governance of suppliers and management system to achieve outcomes of customers. • What do you do with assets to get the most out of them • Allocating limited resource to assets to best meet customer needs • Proactive with maintenance of assets. To enable decision making to help efficiency in field service Michael Killeen, Asset Manager, NSW TrainLink Optus – The Technician of the Future Mobility is transforming the way field staff, field service technicians and sales teams work and collaborate with different areas of the organisation. With wireless email integrations, field force automation and rising pressures to push sales and act beyond a field service technician in realm of sale person, the scope of a field service technician’s skill is changing. In this session, Steve evaluation the underlying skill sets that will be needed as field services moves quickly into the future. • Moving from technically skilled to sales savvy to generate more revenue • Overcoming barriers and identifying advantages of up skilling frontline workers • What are the new requirements required of a field service worker? Steve Minahan, Head of Field Operations, Optus CASE STUDY
- 12. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 12 STREAM C: Effective Asset Management Mobility STREAM D: The Field Service Technician of the Future 11:50 Mobilizing your workforce, in the office City of Casey has a large field-based workforce; many aspects of their work processes now benefit from incorporating mobile technology. In order to meet our organization-wide goal of flexible working, we have embarked on a plan to provide mobility to office-based staff. Join Richard as he shares with you the journey of improvement through effective mobility deployment, in the field as well as inside the office. • Providing choice to staff regarding their mobile work technology • Flexible workspaces and technology to support that • Remote access to enable simple and secure connectivity Richard Barrow, Information Technology Manager, City of Casey What are the New Requirements for Field Service Technicians? People are the key to running a successful and effective field service operation, and the field service technician is the “face” of the company to the customer. The challenge for service companies is not so much the age of their current workforce but the aptitude and willingness to learn new skills. As technology changes, the engineer’s role may change from being field-based to carrying out remote diagnosis on a Help Desk. Regardless, they still need an underlying skill set and its important those skills sets are up-to-date. In this interactive session, experts will come together to engage in healthy dialogue to evaluate whether field service technicians should become more technical skilled or become more sales savvy to meet generate revenue. • The field service technician – trusted advisor or sales persons? • Overcoming barriers and identifying advantages of up skilling frontline workers • Exploring hybrid strategies of an automated process and an up skilled worker? • Exploring the benefits and restrictions of automation Brian Sharman, Technical Director, Strategic Asset Management, AECOM Steve Minahan, Head of Field Operations, Optus STREAM C: Effective Asset Management Mobility STREAM D: The Field Service Technician of the Future 12:20 The Beginning-To-End Practical Application of Asset Management Mobile enterprise asset management has become vital for all employees to effectively access data from their Organisation’s computer system for asset management and maintenance processes. In this session, Jonathan will discuss how SAM Mobility software used by UGL has wirelessly deployed asset management and affected the way UGL manages its maintenance processes. • Exploring SAM Mobility: the management of UGL’s asset portfolio including work execution, equipment dismantle and install, measurement points, back shop overhaul, off line capability, and budget process implications of taking work processes mobile. • Making the business case for mobile SAP: balancing quality and cost • Service reliability: the challenges associated with wireless automated asset management systems • Stakeholder engagement, uptake and change management methodologies • The UGL experience: applying SAP SAM to all current maintenance contracts, the challenges, the benefits and the future of the software to achieve business outcomes Jonathan Rich, Head of Asset Management, UGL Limited What Will the Changing Workforce Look Like? The changing nature of field service requires employees to acquire new business skills, business process troubleshooting, and the ability to drive increased adoption and consumption within the client’s site. In addition, the retention of key talent in field services has never been more important due to an aging workforce, a diminishing talent pool for new hires, and technological change that is occurring faster than anyone expected. In this interactive panel discussion, our experts will come together to break down the potential changes being faced by the industry. • What ill the changing face of field service look like? • Ageing workforce – crisis or opportunity? • What are the new requirements required of a field service worker? Michael Olsen, CEO, Infraworks Michael Killeen, Asset Manager, NSW TrainLink Prof. Melinda Hodkiewicz, Mechanical and Chemical Engineering, University of Western Australia CONFERENCE DAY TWO THURSDAY, 10 MARCH 2016 PLENARY PRESENTATION PANEL DISCUSSION PANEL DISCUSSIONCASE STUDY
- 13. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 13 12:50 LUNCH NETWORKING BREAK STREAM E: Continuous Procedural Improvement and Productivity Stream Chair: Simon Duggan, Systems Manager, Horizon Power STREAM F: Effectively Utilising Data and Metrics to Boost Productivity Stream Chair: Richard Barrow, Information Technology Manager, City of Casey 1:40 Remote Monitoring to Optimise Field Services Remote monitoring empowers field service technicians with information that enables them to do their jobs more effectively and efficiently. Field service technicians are highly skilled but work in remote locations. Ensuring communication and sharing of data is effective and seamless is critical to ensure the optimisation of field services. In this session, Matt addresses vital points to be aware regarding remote monitoring: • Using a remote monitoring solution to simplify scheduling service calls, dispatching technology and managing data • Creating new revenue schemes field service • Connecting to a common point • Finding flexible solutions for technicians no longer Matt Keppich, Business Unit Manager, Cardno Using Big Data to Drive Performance The era of Big Data is upon the field service industry, driven by Internet- connected machines that are packed with sensors that record and transmit data. It is estimated that there will be 50 billion such intelligent devices connected by 2020, from home appliances to the largest industrial equipment. The data those devices generate are already allowing companies to improve their products and to offer new service guarantees that benefit the customer to drive revenue for companies. In this session, Jordan will evaluate: • Measuring the value of your data and understanding what is valuable • Collecting relevant data that offers insightful analytics to drive decisions • Identifying what data can be repurposed to gain new insights Jordan Argiriou, Field Service Manager ANZ, QIAGEN STREAM E: Continuous Procedural Improvement and Productivity STREAM F: Effectively Utilising Data and Metrics to Boost Productivity 2:10 Project “Waipuna” Creating an Internal Customer and Supplier Financial Arms Length Relationship Earlier this year, WaterCare’s internal Maintenance Services (MS) business unit embarked on Project Waipuna, a project to implement field service management capabilities. This Project was initiated with goals to drive efficiency and improve quality of services. In this session, Chris will take you on their journey to implement new technology and business transformation to provide enhanced capabilities to support a commercially styled internal operation which supports performance benchmarking, as if MS were an external contractor, and to develop internal IP to assist Watercare manage other genuinely external contracted service providers. • Driving efficiency and improving quality of service through a commercial lens • Core new capabilities being implemented • Improving KPI performance and reporting requirements through stakeholder engagement and data enhanced capture Chris Kinley, Manager Maintenance Services, Watercare Transforming Data into Knowledge Energex has been providing electricity to customer sin South East Queensland for more than 100 years. And distributes electricity over an area spanning approximately 25,000 square kilometres. It has more than 3,000 employees that help provide connections to almost 1.4 million domestic and business, equating to a population base around 3.2 million people. Join us as Keiron shares with you the business challenges of successfully and continuously providing their crucial services. • Integrating data to produce knowledge and make informed business decisions • Managing the storage of data and the need for information to be available in more than one system • Capturing and collecting data in the field Keiron Walsh, Technology Solutions Manager, Energex CONFERENCE DAY TWO THURSDAY, 10 MARCH 2016 PRESENTATION CASE STUDY
- 14. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 14 STREAM E: Continuous Procedural Improvement and Productivity STREAM F: Effectively Utilising Data and Metrics to Boost Productivity 2:40 FSM Planning: Art of Science? Planning resource allocation, accreditations, availability and accommodating customer preferences is complex and often sub optimal. ISGM has a field technician force of over 3,000 and decided that the seamless integration of technology and workforce engagement was needed to achieve a quality delivery outcome – both in terms of productivity and customer experience. Take aways: • Internal change management in moving to systems / field mobility and away from excel • Challenges in selecting IT delivery models • Ongoing support and accommodating constant change • Gaining field workforce engagement and behavioural change to drive customer centricity TBC, Executive GM/Head of ISGM/CEO, ISGM Cardno – Identifying What Tools to Provide a Mobile Device to Improve CAD and GIS capability In 2015, Cardno embarked on a mobility project designed to focus on the device side of mobility The initial intention was to identify what kind of device was needed to improve capabilities by building a tool that fully supported the different types of work done by field workers. Join Cardno’s Head of Asia Pacific IT Manager, Donna Goddard, as she shares with you the challenges faced of managing a global team of technical services, BIM and solutions architects. • Understanding your mobility project and creating a system that fully supports the device used by field workers • Working with your solutions architect and technical team to understand what is needed • Creating a tool that enhances your mobility capabilities Donna Goddard, Asia Pacific IT Manager, Cardno 3:10 COFFEE NETWORKING BREAK 3:40 SOLUTION PROVIDER THOUGHT LEADER SESSION *please contact [email protected] to discuss 4:00 Effective Asset Management to Understand Conditions of your Assets After working for a decade in operations and maintenance roles, Melinda joined the academic staff at UWA but retains close contact with her industry roots. In 2011 she was a finalist in the CME (Chamber of Minerals and Energy) Outstanding Women in Resources award and won the UWA Safety Leadership Award in 2012. Join us for an in-depth session as Prof. Hodkiewicz conducts an industry relevant multi-disciplinary presentation in the areas of asset maintenance and management. • Competency training • Organisation design • Where you want to run your workforce • Senior management to think about asset management and obtain buy-in Prof. Melinda Hodkiewicz, Mechanical and Chemical Engineering, University of Western Australia 4:30 Identifying the Role that FSM Plays in the Overall Business Any investment you make in improving the service you provide is going to lead to greater sales. If you business goal is to drive revenue and profit than the role of your service operations plays an integral part. Years ago, value was just how good is the product and what is the value-for-money that I’m getting from that product. That’s really changed now. In today’s world, people are asking much more, “What should I invest in next? What really is the right thing for me, not just for today, but what will set me up for what I’m going to need in the future given how quickly things are changing and how many options are available?” Join us in this interactive panel discussion where experts will come together to discuss: • How field service fits into the overall business plan • How do businesses see service as a real competitive differentiator • How big a role will FSM have to play in the future? Brian Sharman, Technical Director, Strategic Asset Management, AECOM Douglass Doherty, Chief Executive Officer, Family Based Care Association North West Inc 5:00 Is Recruitment and Talent Management the Challenge this Decade for Field Service? Over 40% of field service workers are over the age of 40 years. That’s almost half of the workforce that will need replacing in a 20 year period. It is already reported that 60% of companies are understaffed in their technical and highly skilled positions. This is also an area where demand is predicted to grow as swiftly as other professions by 2025. This means there is a growing pressure to meet a growing demand to acquire and retain new additions to the mobile workforce. In this interactive panel discussion, our expert panellists will discern the issues surrounding potential talent shortages and recruitment. • How are companies retaining talent and knowledge with an ever-changing workforce? • Overcoming the challenge of replacing an ageing workforce • Exploring the options and benefits of outsourcing Chris Kinley, Manager Maintenance Services, Watercare Michael Killeen, Asset Manager, NSW TrainLink Stephen Jewell, Manager Network Operations, Unitywater PANELDISCUSSIONPANELDISCUSSION CONFERENCE DAY TWO THURSDAY, 10 MARCH 2016 PRESENTATION CASE STUDY
- 15. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 15 5:30 Key Data, Metrics and Analytics to Predict Trends and Fill Gaps Best-in-class field service organisations that adopt analytics technology see their service profits increase by 18%, customer retention rates by 42% and SLA performance by 44%. In other words, as companies strive to achieve or retain best-in-class status, it is imperative that they leverage analytics in their operations. Field service companies that have already attained operational excellence have a keen understanding of the importance of using data analytics when looking to enhance service, enforce real-time accountability and optimise planning. In this interactive session, experts will come together to shed light on: • Using data to explore the real story behind your operations and identify points of weaknesses • Tried and tested approaches for using metrics to measure operations performance • Finding a methods to identify and monitor field service metrics Prof. Melinda Hodkiewicz, Mechanical and Chemical Engineering, UWA Jordan Argiriou, Field Service Manager ANZ, QIAGEN Keiron Walsh, Technology Solutions Manager, Energex Donna Goddard, Asia Pacific IT Manager, Cardno 6:00 END OF CONFERENCE DAY ONE 6:00 AWARDS CEREMONY DRINKS ANNOUNCEMENT The 2016 awards is easy to enter and you don’t have to be ‘state of the art’ to have an amazing story to tell (see page 5 for details). Reward your employees’ hard work by submitting an application that recognizes innovative approaches, regardless of budget or company size. To receive the templates for submissions please email: [email protected] or go to the website www.fsmaustralia.com.au Complimentary attendance and drinks with conference ticket! PANELDISCUSSION CONFERENCE DAY TWO THURSDAY, 10 MARCH 2016 9:00AM – 11:15AM Demonstrating Returns on Investments Changes in the economy and the evolution of the purchase process for business technology have placed unusual importance on determining the return on investment for almost all technology projects. These days, technology implementation is all about value creation for the overall business. As the economy continues to tighten its grip, accounting procedures are being called into question at even seemingly forthright companies, industry consolidation continues apace, and systems-integration needs increase, the pressure to demonstrate real ROI becomes paramount. But what is real ROI? Join us for this master class session to learn how to talk-the-talk of ROI and measure it accurately. By joining this master class session you will also take away with you: • Learning tools to help you impress your potentially risk-aversive leadership by speaking their ROI language Leveraging off existing work to maximise returns • Having a clear understanding of your operation’s current performance metrics and pain points to then identify those areas where improvement is needed • Learning how to calculate ROI – average savings as a percentage of project cost Workshop Facilitator Steve Minahan, Head of Field Operations, Optus 11:30AM – 1:45PM Learning How to Secure Stakeholder Buy-In Every successful instance of change management begins with backing and buy-in from senior management and then executed by stakeholder buy-in. In field service many parts of the organisation need to come together in order for deliverables to be met. The success of your service operations depends on the ability of how you are able to engage with your workforce and get them on side. Join us for this master class session to learn how to understand the framework of service operations and what stakeholders need in order to get on board. By joining this master class session you will also take away with you: • Aligning your value proposition to business objections to ensure your field service solutions are used as an effective tool • Engaging in a sophisticated conversation with your workforce to drive productivity • Develop leaders to continually scan, monitor and implement buy-in Workshop Facilitator Kathryn Turner, Manager Asset Coordinator Planning Operations, Queensland Urban Utilities PRE-CONFERENCE DAY WORKSHOPS TUESDAY, 8 MARCH 2016 A B (see page 16 for WORKSHOPS C D)
- 16. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 16 PRE-CONFERENCE DAY WORKSHOPS TUESDAY, 8 MARCH 2016 2:00PM – 4:15PM Learning How to Develop an Effective Business Case for your Mobility Plan At Qantas, two crucial factors determine their productivity and profitability: on-time departures and safety. One aspect to improve their profitability and productivity is by reducing their delays. The cost of delay was measured to be $100 per minute. This was quantified through, for example, loss of crew scheduling, MPS metrics, and passenger score cards. Multiplied over a year, the delay of 30 minutes per day equates to just under $1.1 million per year. These figures are important when it comes to building an effective business case for your mobility plan. Mobilising their ground crew and making sure their assets meet safety requirements before any departure is central to Qantas being able to maintain their reputation as one of the or world’s recognised and leading long distance carriers. In order to maintain their reputation, a clear strategic mobility plan is required. However, barriers towards building a case to get their ground crew armed with the right tools in their hands is a challenge, due to a number of factors such as data charges, justifying ad quantifying ROI. Join us for this master class session to learn how to identify factors that convert to metrics so you are able to communicate the value of your mobility plan to finance dept. and senior management. By joining this master class session you will also take away with you: • Understanding your current processes and where opportunity and loss lies • Understanding how to build user engagement • learn skills on how to measures costs that prove the value of current and future mobility plans • Understand how to quantify the value of your field services to prove you are more than just a costs centre • Learn which solutions give you best ROI and incorporate this into your business plan • Learn how to communicate the value of your mobility plan to finance department and senior management Workshop Facilitator David Kelly, Manager Maintenance Operations, Qantas 2:00PM – 4:15PM Learning how to Manage Performance through KPI’s to Achieve Sustainable Growth Where you have the right job, the right tech and the right parts an increase in 18% of first-time-fix rate can be achieved. In order to meet this objective, effective KPIs and measurement need to be in place to track the success of your service operations. Without knowing whatt your latest services KPIs, analytics and service data, it is almost impossible to effectively run your field service and depot repair operations. Businesses face vulnerabilities and problems that can seriously undermine both performance and profitability where a proactive stance to managing performance through KPI’s is set. Join us for this master class session to learn how to measure and monitor relevant KPI’s so that they align to your business successes. By joining this master class session you will also take away with you: • Learning how to identify relevant KPI’s to meeting your service operations • Understanding how to implement KPI’s to effectively track, monitor and evaluate performance to achieve sustainable growth. • Understanding how to monitor your sales margin to avoid costly recurring mistakes Workshop Facilitator Roger la Salle, Founder/Director, Matrix Thinking C D
- 17. BOOK NOW! î T: +61 2 9229 1000 î F: +61 2 9223 2622 î E: [email protected] î W: www.fsmaustralia.com.au | 17 ABOUT OUR SPONSORS Panasonic Toughbook mobile computers and Tablets are engineered to withstand drops, spills, dust and grime, and to perform in the harshest environments. Rugged reliability, low cost of ownership and accolades from reviewers are just a few of the reasons why Toughbook computers keep winning over the world’s toughest users. The quality, durability and reliability of Panasonic Toughbook mobile computers translate into significant financial advantages. In situations that would damage conventional computers, rugged Toughbook computers keep performing. As a result, users eliminate costly repairs or replacements, and avoid wasting time to recover lost work. The bottom-line results are compelling: lower total cost of ownership (TCO) and greater return on investment (ROI) over the computer’s useful life Retriever Communications is a leading field mobility company targeting industrial users. RD is based in Australia with SaaS and support centers also in North America and the EU. We have received substantial international industry recognition including Gartner, FrostSullivan and IBM. Pioneering the technology since 1996, Retriever continues to be the leader in wireless field technology with our scalability, reliability combined with high quality service standards allowing us to gain outstanding customer satisfaction ratings. Yambay is a leading provider of scheduling and mobility solutions for field service management. We specialise in providing strategic solutions which meet the enterprise customer’s high standards of performance and reliability and cover the full range of current and future business requirements. Yambay’s product software is used in enterprise deployments in Australia, USA, UK, New Zealand and South Africa covering a range of business processes including crew dispatch and management, asset management, inspections and emergency fault work. Systems supported include those from GE, IBM, SAP, Mincom and most GIS vendors Ridgeback Service Bodies specialises in the design and manufacture of innovative, quality built and ergonomically designed service bodies, Ute bodies and truck bodies for commercial vehicles. While our unique lift off body, a concept invented and developed by our company, was the core of our business, we have expanded over the last 10 years into fixed service bodies, specialist and truck bodies to complement our product range. We have the largest range of service bodies and Ute bodies in Australia with over 44 standard models to suit any field service application. We also provide a bespoke service in designing and manufacturing a service body for any unique application or customer requirement “Informative, excellent forum for exchange of ideas and experiences” Financial Controller, GLG GreenLife Group “Depth of experience of presenters and attendees and, their willingness to share their knowledge, was very valuable and broadened my insight into Field Service” Systems Process Analyst, Horizon Power “Networking opportunities of great value” Manager Business Support Technical, Dubbo City Council “Great opportunity and space and to exchange stories about issues and solutions” Senior Business Consultant, Goulburn Murray Water “Leading edge FSM vendors and speakers with practical implementation experience and content, learnings and takeaways” Enterprise Solution Manager, SPARQ Solutions PTY LTD
- 18. DELEGATE 1 APPROVING MANAGER DELEGATE 2 DELEGATE 3 POSITION POSITION POSITION POSITION EMAIL EMAIL EMAIL EMAIL ORGANISATION ADDRESS [FIRST NAME] [FIRST NAME] [FIRST NAME] [FIRST NAME] [SURNAME] [SURNAME] [SURNAME] [SURNAME] POSTCODEADDRESS TELEPHONE AMEX 4 DIGIT CODE FAX EXPIRY DATE ( ) ( ) o CHEQUE ENCLOSED FOR $ __________ (Please make cheques payable to: IQPC) PLEASE CHARGE o American Express o Visa o MasterCard o Diners Club CREDIT CARD NUMBER NAME OF CARD HOLDER [PLEASE PRINT] o REGISTER ME for 8th Annual Field Service Management Summit 2016 PLUS: o Workshops: oA oB oC oD NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received. PRIVACY - YOUR CHOICE Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details. Toamendyourcurrentdetails,adviseofduplicatesortooptoutoffurthermailings,pleasecontactourDatabaseIntegrityMaintenanceDepartment, Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622. ¨ I do not wish to have my details made available to other organisations IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au © 2016 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangement of this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law. ¨ Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only ¨ Please keep me informed via email about this and other related events 2 WAYS TO SAVE! Book early for HUGE EARLY BIRD savings. Book as a TEAM, save benefit as a team. * All prices above are exclusive of 10% GST * Payment not made at the time of registration will be subject to a $99 service charge * All ‘Early Bird’ discounts are subject to availability and require payment at time of registration and before the cut-off date in order to receive any discount * Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor * Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration * All discount offers cannot be combined with any other offer Please note: Workshops = 1 Module each; Focus Day = 2 Modules Register Early Save! QUICK and EASY WAYS to REGISTER ACCOMMODATION TEAM DISCOUNTS BOARDROOM TEAM PACKAGE* WHERE WHEN FAX +61 2 9223 2622 WEBSITE www.fsmaustralia.com.au MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000 STANDARD PACKAGES EXTREME EARLY BIRD *Register pay before 17th December 2015 SUPER EARLY BIRD *Register pay before 15th January 2015 EXTRA EARLY BIRD *Register pay before 5th February 2016 EARLY BIRD *Register pay before 26th February 2016 STANDARD PRICE Conference + 3 Workshops $4,049.00 + GST = $4,453.90 $4,349 + GST = $4,783.90 $4,649 + GST = $5,113.90 $4,949 + GST = $5,443.90 $5,099 + GST = $5,608.90 Conference + 2 Workshops $3,699 + GST = $4,068.90 $3,999 + GST = $4,398.90 $4,299 + GST = $4,728.90 $4,599 + GST = $5,058.90 $4,699 + GST = $5,168.90 Conference + 1 Workshop $3,299 + GST = $3,628.90 $3,599 + GST = $3,958.90 $3,899 + GST = $4,288.90 $4,199 + GST = $4,618.90 $4,299 + GST = $4,728.90 Conference Only $2,699 + GST = $2,968.90 $2,999 + GST = $3,298.90 $3,299 + GST = $3,628.90 $3,599 + GST = $3,958.90 $3,699 + GST = $4,068.90 SAVE UP TO $450SAVE UP TO $750SAVE UP TO $1,050 SAVE UP TO $150 TELEPHONE +61 2 9229 1000 EMAIL [email protected] 16559.008 (PHOTOCOPY THIS FORM FOR ADDITIONAL DELEGATES) Australian Technology Park Conference Centre Bay 4, Locomotive Workshop, Eveleigh NSW § www.atp.com.au § +61 2 9209 4429 § +61 29209 4439 Australian Technology Park, Sydney is the official venue for 8th Annual Field Service Management Summit 2016, and we have negotiated special hotel rates for attendees of this event. To take advantage of these rates, go to www.fsmaustralia.com.au and click on the Venue and Accommodation page for a direct link to rates. IQPC recognises the value of learning in teams. Take advantage of one of these special rates: Œ Register a team of 2 to the conference at the same time from the same organisation and receive 5% off the total cost Register a team of 3 to the conference at the same time from the same organisation and receive 10% off the total cost Ž Register a team of 4 to the conference at the same time from the same organisation and receive 15% off the total cost Register a team of 6 to the conference at the same time from the same organisation and receive 20% off the total cost Register a team of 10 to the conference at the same time from the same organisation and receive 25% off the total cost ‘ Ask about multi-event discounts. Call +61 2 9229 1000 for more details Please note: Only one discount applies • Convert team learning into practical business strategy • An exclusive private meeting networking space • VIP registration, conference seating and networking support. To qualify: Register a team of 7 or more delegates to the conference at the standard conference rate** You receive: • Exclusive full-day use of a private room within the conference venue • Networking support facilitated introductions from the IQPC team throughout the event • Morning and afternoon refreshments catered • VIP registration conference room seating Availability – 2 only per event * (Not available for service providers) **(No discounts can be applied) Main conference dates: 9 10 March 2016 Pre-conference workshop date: 8 March 2016 Awards ceremony date: 10 March 2016 IMPROVING MOBILE WORKFORCE PRODUCTIVITY AND DELIVERING TRUE CUSTOMER VALUE î Conference Day: 9 10 March 2016 î Venue: Australian Technology Park, Sydney CLICK HERE SUBMIT THIS FORM /IBF