PROGRAM OF EVENTS. Tuesday, March 10 th Page 1 of 5. 9:00am 12:00pm PRE-CONFERENCE WORKSHOP 1:

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1 PROGRAM OF S Tuesday, March 10 th :00am 12:00pm PRE-CONFERENCE WORKSHOP 1: Deriving Customer Insights Through Text Mining Repair Notes Presenter: Sergei Ananyan CEO MEGAPUTER INTELLIGENCE, INC. 9:00am 12:00pm PRE-CONFERENCE WORKSHOP 2: Service Contract Risk Management: Risk Structure Options And Their Visible And Hidden Costs Presenters: Paul Swenson, President Scott Morrison, Executive Vice President FULCRUM ANALYTICS 9:00am 12:00pm PRE-CONFERENCE WORKSHOP 3: Minimizing Warranty Costs Through Service Delivery Optimization And Designing Products For Serviceability Presenter: Bill Puso VP Managing Partner THE INSIGHT GROUP 1:00pm 4:00pm PRE-CONFERENCE WORKSHOP 4: Warranty Analytics And Reporting: How Real Is Your Real Warranty Situation? Presenter: Dr. Vadim Kozyrkov President ACULOCITY 1:00pm 4:00pm PRE-CONFERENCE WORKSHOP 5: Warranty Chain Management Benchmarking And Value Assessment Presenter: Bill Roberts Practice Manager 5:00pm 9:00pm EVENING REGISTRATION 7:00pm 9:00pm WELCOME RECEPTION DRINKS HORS D OEUVRES (Sponsored by ) Page 1 of 5

2 Wednesday, March 11 th :00am 8:00am BREAKFAST (Sponsored By 4CS) NETWORKING REGISTRATION 8:00am 8:15am WELCOME ADDRESS Alison Griffiths, WCM Conference Director 8:15am 9.00am KEYNOTE PRESENTATION Rhonda Rubenstein Vice President, Total Customer Experience, Quality Warranty HEWLETT PACKARD 9:00am 10:15am GENERAL SESSION 1: INDUSTRY UPDATES Update on the Warranty Industry Eric Arnum, Editor WARRANTY WEEK Update on the Institute of Warranty Chain Management Glen Griffiths, President I.W.C.M am 10:45am 10:45am 12:30pm Track 1: WARRANTY MANAGEMENT INNOVATION Track 2: WARRANTY COST ESTIMATION FORECASTING How To Use An Economic Downturn To Your Advantage To Streamline Service Operations And Reduce Costs Ed Staats Director of Business Intelligence SERVICEPOWER Warranty Management New Rules To Apply? Robert Pritchard Principal INFOSYS TECHNOLOGIES, LTD Next Generation Warranty Systems James Taylor Principal Co-Founder SMART (ENOUGH) SYSTEMS, LLC Warranty Cost Estimation From Driving Factors Via A General Linear Mixed Model Jamie Riggs Senior Statistician Serviceability Engineering Modeling Service Logistics Total Cost Of Ownership Larry Maye President/CEO GLOBAL REVERSE LOGISTICS Warranty Spend Forecasting For Failures Influenced By Calendar Month Seasonality Bharatendra Rai Professor of Business Statistics UNIVERSITY OF MASSACHUSETTS - DARTMOUTH 12:30pm 1:30pm LUNCH (Sponsored By 4CS) Page 2 of 5

3 1:30pm 3:15pm Track 4: WARRANTY BEST PRACTICES PROCESS IMPROVEMENT Track 6: WARRANTY, LOYALTY COMPETITIVE ADVANTAGE Measuring And Improving An Effective And Efficient Warranty Process John Hagen Global Quality Leader TRANE COMMERCIAL SYSTEMS Harnessing And Coordinating Warranty Best Practices In A Global Diversified Enterprise Terry Adams Director, Technical Services Reliability INGERSOLL RAND Panel Discussion Including: Kjell Hammarstrom Senior Warranty Cost Program Manager Thomas Bellinger Global Warranty Management SME IBM Representative From: Sub-Zero Freezer Company Case Study: The Service Enabled Customer Experience: Inside Sharp Electronics AQUOS Advantage Program Charles Schaefer SVP Group General Manager Services Solutions SHARP ELECTRONICS Driving Customer Loyalty In A Disaggregated Service Industry Steve Zannos Senior Director, Service Operations NEW CUSTOMER SERVICE COMPANIES, INC. Driving Harmonization And Competitive Advantage Through Warranty Systems Implementation Kevin Hogan/Stuart Niecko Senior Manager Supply Chain Service Management ACCENTURE Warranty Manager LARGE GLOBAL OEM (To Be Confirmed) 3:15pm 3:45pm 3:45pm 5:30pm Track 7: WARRANTY ENTITLEMENT Track 8: WARRANTY PROCESSES Track 9: IMPLIED WARRANTY OBLIGATIONS PARTNER RELATIONSHIPS Panel Discussion: Bill Lange Senior Director, Warranty Service Administration ELECTROLUX Bill Macher Manager, Global Reliability Engineering Warranty Administration EMERSON CLIMATE CONTROLS Terry Hawkins Senior Director Warranty Management Group Designing And Implementing A Web-Based Warranty System Frank Kozlowski Warranty Specialist KOHLER Early Warranty Involvement In Product Development Business Processes: Successful Quotes, Agreements And Terms Andre Kleyner, Manager, Quality/Reliability Sciences John King, Global Metrics Manager DELPHI CORPORATION Invisible Terms And Creative Silence In B2B Warranties Helena Haapio International Contract LEXPERT LTD Pitfalls In Executing Customer Satisfaction Measures: Non- Compliance With Express And Implied Warranty Obligations Ronald Akasaka, Attorney Michael Halvorsen, Attorney RUBEN SJOLANDER Anatomy Of An Extended Warranty/Service Contract Provider s Insurance Partner Relationship Guy Koenig SVP, Reinsurance Business Development BANK OF AMERICA Brian Casey, Partner LOCKE LORD BISSELL LIDDELL, LLP 5:30pm 7:30pm NETWORKING COCKTAIL WITH HORS D OEUVRES (Sponsored by Fulcrum Analytics) Page 3 of 5

4 Thursday 12 th March :00am 8:00am BREAKFAST NETWORKING 8:00am 9:30am Track 10: WARRANTY COST REDUCTION, TOOLS PROCESSES Track 11: WARRANTY PROFITABILITY, ACCRUALS AND ACCOUNTING Designing Performance Measurements To Identify And Reduce Warranty Waste Lori Mydlo, Manager, Warranty Service Systems Douglas Maddox, Manager, Warranty Analysis Systems, Warranty Operations CHRYSLER, LLC Warranty Cost Savings Going Upstreams Kjell Hammarstrom Senior Warranty Cost Program Manager Design For Customer Self Service Warranty Thomas Bellinger Global Warranty Management SME IBM Warranty Profitability An Actuarial Approach Doug Nishimura, ARM Mike Paczolt, ACAS MILLIMAN Warranty Accrual And Accrual Management William Eliason Global Warranty Finance Manager Understanding Tax Rules And Accounting Principles Applicable To Warranty And Service Contracts 9:30am 10:00am 10:00am 12:00pm Track 12: ELEMENTS OF ANALYTICS, REDUCING COST, IMPROVING QUALITY/RETURNS AND INCREASING PROFIT Track 13: EXTENDED WARRANTIES Track 14: WARRANTY CONTRACT REGULATION IWCM LEGAL UPDATE Investing In Analytical Software To Understand Warranty Failures Bill Macher Manager, Global Reliability Engineering Warranty Administration EMERSON CLIMATE TECHNOLOGIES Taking The Question Out Of Questionable Claims Jeff Moore, Claims Manager GENERAL ELECTRIC Greg Spraker National Accounts Manager Using Repair Data To Discover Cross-sell Opportunities Sergei Ananyan, CEO MEGAPUTER INTELLIGENCE Warranty Data Analytics Bobbi McFadden, Quality Manager CONTINENTAL AUTOMOTIVE SYSTEMS Keith Thompson, Dir. of Software UBIQUITI Claims Cost Controls For Extended Warranties Terry Hawkins Senior Director Warranty Management Group Top 5 Strategies And Tactics To Increase Service Contract Program Profitability And Customer Loyalty Paul Swenson, President Scott Morrison, Executive Vice President FULCRUM ANALYTICS Extended Warranty Solution In Retail Repair Bob Trainor, President Paul Bearor, Vice President BTTW WARRANTY COMPANY Understanding The Performance Of Your ESC Program 101 Michael Yates VP, Risk Management Underwriting Service Contract Regulation 101 Legal Aspects Of Warranties Donald Cassling Partner QUARLES BRADY, LLP Panel Discussion: Warranty Legal Update Donald Cassling, Partner Dan Janssen, Partner QUARLES BRADY, LLP Brian Casey, Partner LOCKE LORD BISSELL LIDDELL, LLP 12:00pm 1:00pm LUNCH Page 4 of 5

5 1:00pm 2:45pm Track 15: ISSUE DETECTION AND EARLY WARNING SYSTEMS Track 16: INNOVATION Track 17: WARRANTY TERMS, OBLIGATION AND LITIGATION Maximizing The Value: Integrating Data And Text Analysis Josh Becker Manager of Reliability SUB-ZERO FREEZER COMPANY David Froning Product Manager for Warranty Solutions Innovation In The Service Chain: Innovate Adapt Advance Panel Presentation Discussion: Product Manager 4CS (Moderator) Packaging Warranty Service And Terms Helena Haapio International Contract LEXPERT LTD Katri Rekola Services Development Coach REKOLA DESIGN OY Advanced Warranty Containment The Key To Better Performance And Higher Profits Wayne Relyea Senior Manager, Technology Solutions BEARINGPOINT Can You Hear Me Now? Service Operation Centers And Emerging Issue Detection The First Signs Of Potential Warranty Problems Michael Pawlak Senior Call Center Solutions Architect Kevin Krakora Vice President Customer Service/Warranty MITSUBISHI CATERPILLAR FORKLIFT AMERICA Jim Ramsdale Warranty Manager MAHINDRA Key Discovery Issues In Warranty Litigation Richard Spence SEIPP FLICK LLP Resolving Potential Magnuson-Moss Claims Before Your Customer Sues You Charles Mitchell Attorney RUMBERGER, KIRK CALDWELL, P.A. 2:45pm 3:15pm 3:15pm 4:15pm PANEL DISCUSSION: How Effective Warranty Management Helps An Organization To Realize Cost Savings And Reduce Its Exposure To Risk 4:15pm 4:30pm CLOSING ADDRESS Marianne Grant (Moderator) Consultant RESOURCES GLOBAL PROFESSIONALS Vice President INSTITUTE OF WARRANTY CHAIN MANAGEMENT Charles Schaefer SVP Group General Manager, Services Solutions SHARP ELECTRONICS Douglas Maddox Manager, Warranty Analysis Systems CHRYSLER, LLC Eric Arnum Editor WARRANTY WEEK Michael Yates VP, Risk Management Underwriting Frank Kozlowski Warranty Specialist KOHLER Alison Griffiths, WCM Conference Director Page 5 of 5