8:00 Chairperson’s Opening Remarks

8:15 Remote Diagnostics: Transforming Your Service Organization’s Technology And Culture To Meet Enhanced Customer Requirements

The ultimate goal is to keep up with ever expanding customer needs and still keep costs in control. To achieve this, traditional models of service delivery won’t cut it in today’s market. We face an ever expanding issue: hiring enough skilled technicians to meet customer expectations while holding down costs. Service organizations must invoke dramatic change in order to compete … they need to transform. In late 2009 Philips Healthcare was faced with the opportunity to move to a new facility. The opportunity to implement new technology started an analysis that required transformation of processes and redesign of the service delivery model. In this session Erwin highlights the numerous challenges and drastic changes involved in order to achieve such a large scale transformation including:

• New customer interface system implemented via a “hosted” system
  • Handles telephony, machine, text, email, etc customer incoming requests
  • Several key productivity tools were implemented while dramatically expanding flexibility
  • Capability exists to initiate “follow-the-sun” strategy
  • Reporting capabilities
  • Capability for Contact Center or Virtual Engineers
• Customer interface routing to the right expert – right engineer, the first time
• Customer remote interface process - technical and “soft” skill enhancements
• Ability to promote top field technicians to remote engineers without having to relocate the engineers
• Transition to support process so support engineers have exact customer configurations
• New KPIs … Overall resolution time becomes king for corrective maintenance

Erwin Thomas
Sr. Director North America Customer Care Solutions Center
Philips Healthcare

9:00 Optimizing Service Automation: Lowering Operations And Service Costs

Service and support organizations are under constant pressure to improve their financial performance. They must increase margins without sacrificing customer satisfaction, meet the needs of a growing customer base without adding headcount, and support increasingly complicated products with cheaper, less skilled resources. In short, organizations must operate in a dramatically more efficient way. Join Brian Anderson for this session, as he uses real-world case studies to describe how Smart Services enables service and support organizations to:

• Apply business rules to data extracted from wired and wireless assets in reducing field service visits
• Integrate with back-end systems to automate consumable resupply
• Implement pay-as-you-go pricing models and create additional value-added services

Brian Anderson
Vice President of Marketing
Axeda

10:30 Panel Session: From Diagnostics To Prognostics – Exploring The Latest Predictive Service Methodologies

• Myth or not – you must have good diagnostics as a baseline
• Adding prognostic knowledge into design
  • Trend analysis and prediction
  • Detection of impending failures
• Considering cost factors of implementing prognostics
  • Non-recurring engineering costs
  • Per unit costs of prognostics themselves
  • False alarm costs
• Continuously monitoring the health of the system including:
  • Approaches for resource efficient data collection
  • Algorithms for data reduction and parameter extraction
  • Software for damage assessment and methods for identifying and analyzing precursors based on failure mechanisms
  • Techniques for predictions that can be used for assisting maintenance and logistics decisions

11:15 Boeing Commercial Aircraft- Diagnostic And Prognostic Approaches

• Remote diagnostics applied to commercial aircraft platforms
• Prognostic approaches.
• Importance of customer collaboration

Dave Kinney
Associate Technical Fellow, Vehicle Health Management
Boeing Commercial Airplanes

1:00 Maximizing Fully-Secured Solutions For Legacy And New Deployments In A Down Economy

Learn how some companies are thriving in a down economy by leveraging better economies of scale and outsourcing expertise, and by switching from fixed costs to variable costs. As business and deployment models change, your solution must adapt. See how using cloud or data center deployments as well as hardware or virtual appliances can provide the long term flexibility you need. Get your solution up and running much faster and don’t spend time integrating the solution yourself, in this session Claire highlights:

• Easy, flexible methods for global deployment using the cloud as well as hardware or virtual appliances
• Secured, tightly controlled solutions using a variable cost model
• Lowering operations and service costs with full lifecycle management
• Remote monitoring for both legacy and new device deployments

Claire Ortega
Senior Services Product Manager
NEI

1:45 Leveraging Insights On Equipment Condition To Develop Tighter Relationships With Customers

This presentation describes, GE’s System 1® Optimization and Diagnostic Platform, uses “crisp” logic based rules and neural net modeling to analyze both individual machine faults as well as fleet trends to enhance plant and equipment reliability and operations through remote services. Scott describes how their rule processing system fits into the overall plant asset management system and summarizes the sequence in which the rules are applied to the data in order to determine if a problem exists. The overall customer process implementation cycle required to fully use the system is addressed, along with the necessary ongoing training requirements. Additionally Scott highlights how this process has been applied at both a N.A. coal-fired power plant and a large China-based chemical plant. Takeaways include:

• Analysis and knowledge-sharing of fleet information to enhance plant and equipment reliability and operation
• Using remote access to enable the application of higher value diagnostic services
• Understanding your customer's business drivers and delivering value - makes the monitoring platform essential to plant operations
• Enabling factors of technology and end-user critical business drivers to make a CM platform successful
• Focus on realized customer value

Scott Breeding
Services Product Line Leader
GE Energy

3:15 Understanding Embedded Technologies To Quickly Address Service Failures Within Your Existing Infrastructure

• Understanding what you paid for, validating SLA’s, monitoring network activity and isolating faults
• Increasing device-level intelligence through advanced instrumentation to enhance management efficiencies for zero-touch deployments and SLA compliance, along with fault, performance, and configuration management
• Verifying network infrastructure capacity before deployment to meet customer expectations
• Enhancing service fulfillment through assurance, validation and troubleshooting activities for embedded technologies

Jim McDonnell
Sr. Director Services Technology
Cisco

4:00 Remote Service Automation Industry Roundtables

Now is the time to start picking up the slack in expertise and resources to fill the skills gap in your service organization. In today’s economy service executives need to do more educating of field personnel to ensure they’re prepared for handling the cross-industry crunch resulting from economic uncertainty. This session is about testing your own service organization’s preparedness for what lies ahead. Roundtables discussions will focus on best practices criteria and how your organization matches up. Come prepared to get involved, share ideas, and ask the questions and get the answers for which you came.

Table 1: Paradigm Shift: Removing Your Customer From The Support Process

Mike Cush
CTO
ISOdx

Table 2: Remote Diagnostics: Proving The Value-Add Into Your Customers Networks

Phillip Severe
Sr. Service Development Manager
Applied Biosystems

Table 3: Streamlining Your Remote Services With Preventative Strategies To Support Product Evolution and Optimization

Danielo Piazza
Director Software Engineering
Hansen Medical

Table 4: Topic to be Announced

Ruchi Choski
Product Support Engineer
Hansen Medical

5:00 End Of Main Conference Day One