16:30 - 19:30 WORKSHOP B: Strategies for a Successful Field Service Management Project

Field Service Management and optimisation of the ‘service supply chain’ has evolved from the playground of early adopters to a recognized pre-requisite to survival for all service organizations. But there is no quick fix, and naiveté can cost years of delay, a ‘great wall’ of objection, and millions of dollars – at least.

This interactive workshop brings the experience of more than 150 FSM deployments in nearly every service market. Case studies and lessons learnt will be reviewed in the context of implementation desires from workshop participants’ companies, and exercises will ensure that workshop attendees take away a framework for planning their own optimised FSM transformation, including:

• Understanding the complete ‘landscape’ of FSM
• Identifying the areas of improvement within the service supply chain
• Defining the company’s service policy
• Building a business case for FSM
• Addressing the unique change management needs of FSM
• Creating a strategic 3-5 year plan for transformation to optimised FSM

About your Facilitator

Mr Mike Karlskind
Senior Business Analyst
ClickSoftware

Mike Karlskind has been working with service organizations for 15 years across industries and the world to streamline processes and optimize service decisions. As Senior Business Analyst, his experience is a collection of lessons from companies in computer services, utilities, telecommunications, capital equipment, home services, retail services, insurance, and medical equipment. Mike has worked closely with ClickSoftware CEO and Chairman, Prof. Moshe BenBassat to establish ‘ClickSoftware University’, a series of educational sessions intended to assist all types of service organisations on their path to service excellence. Mike authors and contributes to articles for industry publications, and leads executive seminars on the subject of service process efficiency and optimized decision-making. He holds a B.A. (and continuing passion) in mathematics and is a contributor to ClickSoftware’s patent for the "Method and system for assigning human resources to provide services" (US 6,985,872 B2).

17:30 - 20:30 WORKSHOP C: UTILITIES INTERACTIVE: How to Take Your Field Service Implementation to the Next Level – A Guide for Utilities

A light supper will be provided

Seats limited to 25!!

Enhanced field service mobility can return dramatic cost savings to your business. Optimising your operations with mobility technology adoption can improve your ability to manage your utility assets, conduct field inspections, respond to network outages and effectively deliver for your customers. Created specifically to cater for the needs of those active in the water, wastewater, gas, and electrical space and wanting to understand the latest developments and opportunities in mobility technology.

Take-Away Strategies: This interactive session is a platform for peers to benchmark their existing operations and in-formal environment. The closed-door benchmarking opportunity will provide you with practical advice, insights into recent mobility projects and the techniques to help you:

• Plan and design the mobility and field service platform that is right for your organisation
• Implement technology and work processes that will streamline your operations
• Secure buy-in and oversee change to ensure success in your field service optimisation project

Chaired by:

Danny Haipola
Asset Information Manager
ACTEWAGL