8:00 Chairperson’s Opening Remarks

8:15 Segmenting Data Reporting To Maximize Deliverables For Multiple Stakeholders

Unless your remote monitoring solution is thoughtfully designed it is likely that the diamonds (actionable items) will be lost in the coal field. A carefully planned system will appropriately address near term response objectives as well as longer range learning and back office objectives without creating confusing clutter. In this session Mike shares his insights on how to:

• Determine who wants diamonds (define the need)
  • Where is the value delivered
  • There may be multiple value drop offs
  • Enterprise based platform
• Identify Key Indicators for response issues
  • Intervention strategy
  • Routine response strategy
• Determine where and how the diamonds are delivered
  • Stake holder access and interface
  • Level and security appropriate
• Define the learning objectives (how do we manage diamond dust)
  • Product design and reliability feed back
  • Back office integration for support and provisioning

Mike Bakalyar
Manager, Enhanced Services
Gardner Denver, Inc

9:00 Panel Session: What To Look For In Performing Proactive Data Analysis

• Making data available in data marts for integrated software and systems
• Capturing predictive warning signs and functional failures
  • Noise ratios
  • Call drops
  • Quality of equipment
  • Congestion in routers
  • Packet drops
  • Routing tables
• Developing a balance scorecard/dashboard – what should it look like?
• Obtaining agreement on customizing workflow and system controls based on results

10:30 Autonomic Tracking & Response For Remote Services Automation

BNet Corporation and Raytheon Missile Systems (RMS) have developed wireless solutions for tracking and monitoring ordnance. The wireless solutions are built on open standards and interfaces and designed to easily accommodate virtually any sensor, actuator, or other edge device. In this session Angela highlights and discusses the benefits of:

• Using IEEE 802.15.4 RF protocols and operating in the 2.4 – 2.48 GHz unlicensed ISM band
• mesh network sensing devices with important benefits relative to remote monitoring
• Successfully integrating wireless mesh network sensing devices with RMS’ Autonomic Tracking and Response System (ATaRS), to provide for data fusion, situational analysis, and situational presentation

Angela Farrar
Deputy Program Manager, Mission Support
Raytheon

11:15 Providing REAL Remote Services On Products Designed Without A Remote Strategy In Mind

In this session Bob takes his workshop one step further to discuss how any machine/system/tool can be supported by a diagnose-before-dispatch strategy. What steps you can take to make it happen, appropriate business justification tools to move forward and examples of how this integrated with your existing service system.

Bob Ticknor
Vice President Business Development
Qualtech Systems Inc.

1:00 Effectively Upgrading Your Existing Remote Services To Meet New Customer Demands

An organizations objective for implementing remote services changes over time from knowledge gained through experience. From delivering faster problem resolution to gaining competitive advantage your organizations business process significantly impacts your goals. During this session you will hear about lessons learned for a more efficient deployment including:

• Integrating back office processes
• Quantifying devices proposed to be online
• Establishing metrics to measure success
• Building more intelligent devices to increase customer value
• Leveraging data collected for continuous product improvement

Marcia Rabb
Senior Product Marketing Manager
Waters Corporation

1:45 Panel Session: Hybrid Vs. Wireless Vs. Wired Connectivity

• Identifying costs for one method over another: making a case for a hybrid model
• Segmenting your customer base for infrastructure and monitoring capabilities
• Weighing customer adoption and challenges with security for the preferred model
• Identify available solutions and existing features to drive customer adoption: recent trends or adoption

3:00 Using Information To Change The Culture To Ensure Acceptance Of Lower Cost Offerings Without Reducing Customer Satisfaction

• Providing access to user friendly documentation for troubleshooting
• Providing the necessary tools to get vital information to minimize time consuming calls
  • Identifying which data will drive improvements in your service needs
• Executing continuous data transfer to the frontline to improve first time resolution and boost profitability and customer satisfaction
  • Evergreen review of data to identify missed opportunities for lower cost resolution
  • Identify effectiveness of documentation and tools to maximize remote opportunities
  • Ensuring the appropriate use of resources to promote customer satisfaction
• Utilizing Lean Six Sigma and the Voice of the Customer
• Understanding the impact of remote services on Uptime with your customer base

Robin Sing
Manager, Business Operations Analysis and Reporting
Xerox

3:45 Conclusion Of Remote Services Implementation 2010