Service Leaders Summit 2018 Meeting the expectations of B2B customers in the digital era

Transcription

1 Service Leaders Summit 2018 Meeting the expectations of B2B customers in the digital era 10 th European Conference on Customer Service and Service Logistics May 15 th 16 th Hansen Palais Kempinski Vienna Creativmarc Fotolia Updated Event Information including Conference Outline and List of Confirmed Speakers & Presentations

2 Dear Colleague, Service continues to be the largest opportunity to grow earnings for Original Equipment Manufacturers, notably for those in the area of industrial goods. We all know the figures that make clear: Service constitutes a major profit pool, with spare parts often making up the lion s share. But how to fully tap growth possibilities, to establish and run a first-class service team, or to optimize delivery, costs, and prices with digitalization as a catalyst for new business models and seamless processes? We are pleased to invite you to the Service Leaders Summit Meet peers from various industries and discuss all major aspects of an excellent and profitable service: From strategy to operations, from remote maintenance to parts logistics. This event is Europe s only conference for aftermarket managers organized by a network of aftermarket managers. Budgeted to break even, not for profit, it is dedicated to nothing else but networking, exchanging ideas, and learning from one another. We look forward to meeting you at the Palais Hansen Kempinski Vienna on May 15 th 16 th. The Event at a Glance Tuesday, May 15 th, :00 10:00 10:00 12:45 12:45 13:30 13:30 15:00 15:00 15:30 15:30 17:00 19:00 Registration & Light Breakfast Plenary Session Lunch Break Plenary Session Coffee Break Round Table Sessions Dinner & Evening Socializing Wednesday, May 16 th, 2018 Stephan März Member of Group Executive Committee and Head of BU Services at Bobst Group, and Chairman of ISLA Magne Svendsen Executive Vice President After Sales and Crop Care at Kverneland Group, and Deputy Chairman of ISLA Henry van der Schoot Sr. Director Customer Demand & Fulfillment, Service Parts Supply Chain at Philips, and Deputy Chairman of ISLA 9:15 12:45 12:45 13:45 13:45 16:00 After Sales Services Focus Session Lunch Break Plenary Session Spare Parts Logistics Focus Session 16:00 Closing Reception Oliver Bendig Partner at Barkawi Management Consultants, and Deputy Chairman of ISLA Joe DiPietro Vice President AGCO Parts Americas, and Deputy Chairman of ISLA Ulf Nitz ISLA Association Coordinator and Conference Producer The speaker slots during the sessions are 45 minutes long, providing the opportunity of Q & A and discussion following each presentation.

3 Different Industries, One Focus: Customer Service and Service Logistics The Right People, the Right Place, and the Right Topics to Discuss Attending the Service Leaders Summit 2018, you will find two days filled with inspiration, practical insight and occasions to mingle outside the conference rooms. Listen to in-depth case studies, and contribute to the Q&A sessions and round-table discussions. We have invited senior-level managers from leading OEM companies to built up a cross-industry panel that covers sectors such as Construction Equipment, Food Service Equipment, Forklifts, Healthcare Technology, Industrial Machinery, Pumps, Sorting Solutions, and others. This year s speakers will give insight into strategies and projects at The Service Leaders Summit is designed for up to 120 people: ISLA members and senior-level managers from globally operative companies running service and spare-parts intensive businesses. To provide both service and logistics colleagues with a full range of relevant topics, the program is segmented into plenary sessions, round tables and focus streams. and more OEMs confirming soon

4 Select List of Speakers The Service Leaders Summit 2018 will feature more than 15 speakers from customer services and service logistics. With Board Members, Vice Presidents and Directors from leading companies, this event will not only have thought-leaders and trendsetters, but also managers tackling everyday issues. Senior managers from globally operative OEMs have been invited to build-up an impressive list, As Conference Chairman Rich in Content The conference will cover a wide range of topics. Check the list below, and you will see: There is something for everyone. Providing service before your customer know they need it Dean Alt, Crown including Stephan März Head of BU Services Bobst Group Building service as a business in the dental industry Peter van Altena, Kulzer Make your installed base ready for the Internet of Things How Automation Retrofit brings new life to dated equipment Harry Blöchlinger, Bühler How self-service tools can fuel spare parts growth Jérôme Chanel, Manitowoc On the road to a comprehensively digitized service Dr. Bernd Garbe, KSB Dean Alt Director Customer Support EMEA Crown Peter van Altena Vice President and Global Head of Service Kulzer Harry Blöchlinger Head of Corporate Service and Sales Bühler Jérôme Chanel Vice President Crane Care Manitowoc Dr. Bernd Garbe Global Executive Officer Service KSB Go digital: Transforming from product focus to a customer centric business Dr. Ulrich Hermann, Heidelberg Field Service Digitalization Rather a change management than a technical challenge Mikko Immonen, Normet Keeping up with ever-changing customer demands in the healthcare space Tina Lilje, Philips Prof. Dr. Ulrich Hermann Mikko Immonen Tina Lilje Marcel Vorburger Matteo Zironi Driving service transformation across an international group of 77 brands Matteo Zironi, Ali Group Member of the Management Board & Chief Digital Officer Heidelberg Senior Vice President Life Time Care Business Normet Sr. Director & Head of Global Customer Service Diagnostics X-Ray and Mammography Solutions Philips Head of Services and Academy GF Machining Solutions Group Global Aftersales Director Ali Group Full program coming soon

5 About the Conference Meeting at Great Locations ISLA s major conference was established in 2007 as Service & Logistics Summit. After nine editions, the event has been renamed Service Leaders Summit. It is because we always see the full picture of service, beyond spare parts and logistics. The name may have changed, but our aim is still the same: to provide Europe s best forum for networking and the exchange among managers in service and parts intensive businesses. We bring together professionals from Automotive to Machinery to White Goods. They all strive for the highest customer satisfaction and operational excellence. They all can learn from one another, because they all deal with similar challenges and issues no matter in which industry they are. In addition to the Service Leaders Summit, we arrange further events such as Service & Parts Focus Days, ISLA Academies, and the ISLA Campus Business meets Science. Regional activities in the United States were launched in Participants from over 400 companies attended at least one, but often several ISLA events in recent years. Presentations were contributed by 320+ Directors, Vice Presidents and Executive Board Members from leading companies such as ABB ö AGCO ö Airbus ö Air France Industries KLM E&M ö Alstom ö Applied Materials ö Barco ö BMW ö Bobst ö BSH Home Appliances ö Carl Zeiss ö Cisco ö CLAAS ö CNH ö Crown ö DAF Trucks ö Daimler ö Deutsche Bahn ö Diebold Nixdorf ö DMG MORI ö Electrolux ö Endress+Hauser ö Ericsson ö Fiat Group Automobiles ö Ford ö Fujitsu ö Gamesa ö GE ö GEA ö GGP ö Gorenje ö Gunnebo ö Heidelberg ö Hella ö Hilti ö HP ö IBM ö Iveco ö JLG ö Jungheinrich ö KitchenAid ö Knorr-Bremse ö John Deere ö Kone ö Konecranes ö Kverneland Group ö Leica Microsystems ö LEMKEN ö Lely ö Linde Material Handling ö Lufthansa Technik ö Manitou ö MAN ö Mettler-Toledo ö Miele ö Navistar ö Nokia ö Nordex ö Oerlikon ö Orbotech ö Ottobock ö Pentax Medical ö Philips ö Polaris ö Porsche ö Rolls Royce ö Satair Group ö Scania ö Sears ö Sharp ö Siemens ö SMS Group ö Sony ö Suzuki ö STILL ö Terex ö thyssenkrupp Elevator ö Valmet ö Vestas ö Volkswagen Group ö Volvo ö Wärtsilä ö Whirlpool Europe ö and many more. For detailed information about our conferences and meetings in recent years, please visit where you will find the programs including event speakers and presentations. Kempinski Hotels The Service Leaders Summit 2018 will take place at Palais Hansen Kempinski Vienna. This heritage-listed hotel is located right at the Viennese Ring Boulevard that circles the city center of the Austrian capital. Built in 1873 as a hotel for visitors coming to the World Exhibition, government agencies moved in a few years later. After having undergone extensive renovations, the Palais Hansen was re-opened in Mixing old with new elegantly, the hotel s business center offers a perfect setting for presentations, discussions and networking during the sessions and breaks. All rooms enjoy natural daylight. At the end of the first conference day, all delegates are invited to dinner to be hosted by ISLA s founder Barkawi Management Consultants. On Weingut Reisenberg, a winery up on the hills around Vienna, the city lies at your feet. Could there be a better place to unwind and chat with peers over good food and excellent wines? Hernert Lehmann

6 Pricing and Registration Venue The fee for attending the Service Leaders Summit 2018 is 1,190. Euros; ISLA members pay a reduced price of 970. Euros. Special discounts are offered for academic researchers and students (upon request). To register, please complete the registration form attached to this document. Event Organizer ISLA is a network of professionals dedicated to Customer Service and Service Logistics. It was founded in 2003, and some 50 corporate members from Europe, Israel, and the United States have joined the association now. The list of members includes AGCO, Air France Industries KLM Engineering & Maintenance, Applied Materials, Arvato SCM Solutions, Barkawi Management Consultants, Bobst, BD Aviation, CLAAS, Crown, DANX, Gerhard Schubert, Gorenje, Haver & Boecker, Heidelberg, Hellmann Worldwide Logistics, Imperial Logistics International, Jungheinrich, Katoen Natie, Koenig & Bauer, Kühne Logistics University, Kramp, KSB, Kverneland Group, Lemken, Linde MH, LPR, MAN Diesel & Turbo, MAN Truck & Bus, Manitou, Neovia Logistics, Normet, Orbotech, PACCAR Parts Europe, Philips Healthcare, PTC, Siemens Healthineers, Syncron International, thyssenkrupp Elevator, time:matters, Toyota Material Handling Europe, TUM School of Management, University of Münster, Valmet, Wärtsilä, Worten, and others. For more information, visit or contact us: ISLA International Service Logistics Association e. V. ö Baierbrunner Str. 35 ö Munich ö Germany Tel: +49 (0) ö Fax: +49 (0) ö isla@servicelogistics.info Executive Board: Stephan März, Oliver Bendig, Joe DiPietro, Henry van der Schoot and Magne Svendsen Landesgerichtsstr. Auers pergstr. gasse Währinger Str. Stephansplatz Rathauspark Dr.-Karl-Lueger-Ring Burgring Hörlgasse Maria-Theresien-Str. Schottenring Wien Hofburg 0 250m 500m 1km Opernring Franz-Josefs-Kai Burg- Museumsplatz Obere Donaustr. Taborstr. Parkring Praterstr. Untere Donaustr. Vordere Zol lamtsstr. Invalidenstr. cartogis The Service Leaders Summit 2018 will take place at the Palais Hansen Kempinski. It is located at Schottenring in the 1. district of Vienna. The venue can be easily reached by car, taxi or public transport (U-Bahn Schottenring). A car ride from the Vienna International Airport takes approximately half an hour. We have made a reservation for a number of rooms at the Kempinski itself and at the nearby Hotel Rathauspark (more information see below). Please make your reservation directly at the hotel of your choice using the booking code ISLA In addition, you can find many other hotels at close range. Palais Hansen Kempinski Vienna 195. (Superior Room incl. breakfast) Schottenring 24, 1010 Vienna, Hotel Rathauspark 141. (Classic Room incl. breakfast) Rathausstr. 17, 1010 Vienna, Kempinski Hotels

7 Registration To register for the Service Leaders Summit 2018 on May 15 th 16 th, please complete the form below including the full billing address. The attendance fees are 1,190 (regular price) and 970 (ISLA members), with special discounts for academic researchers and students (upon request). Mr Mrs Title, first and last name Company / Institution Ms Conditions of Participation Registration for the Service Leaders Summit 2018 does include access to the meeting, and all meals, snacks and beverages during sessions, breaks and evening socializing. A meeting handout and an event documentation (as PDF download) are also included. Expenses for travel and hotel are to be borne by the attendees themselves. ISLA reserves the right to make changes to the program as stated in this document. Department VAT-ID-N o Position / Job Title Address Postal Code City Country Tel Mobile (for non-german Europe only) As ISLA is based in Munich, the attendance fee is subject to German VAT of 19 % or the Reverse Charge Procedure. The event is designed for up to 120 participants, and early registration is advised. Upon receipt of your registration, you will be sent the invoice for your attendance. The fee must be paid prior to the event (preferably by bank transfer). In cases where payment has not been received before the start of the conference, participation cannot be guaranteed, unless an agreement has been made to the contrary. Date, Signature Please return the completed form via fax to +49 (0) or to summit@servicelogistics.info or by post to: ISLA International Service Logistics Association e. V. Baierbrunner Str. 35 ö München ö Germany ö If you have any questions regarding ISLA and the Service Leaders Summit 2018, please feel free to contact Ulf Nitz, the ISLA Association Coordinator on +49 (0) , +49 (0) (mobile) or at isla@servicelogistics.info Cancellations must be made in writing. Until April 6, 2018, all cancellations are free of charge; cancellations after this date are subject to a processing fee of 250. Euros. Cancellations after April 27, 2018, will be entitled to a 40% refund of the conference fee. However, substitutes can be made at any time by contacting ISLA. Data given in this form will be held and used by ISLA for event registration and to inform you about upcoming events and activities. Your contact details may be passed to conference participants who wish to communicate with you issues related to your business activities. Please tick below, if you do not wish this to happen: Please do not pass my contact details to any third party