08:50 Opening Remarks From The Chair

Mary Brittain-White
Chief Executive Officer
RETRIEVER COMMUNICATIONS

09:00 Implementation Presentation: GWMWater’s Implementation Of Mobility Solutions

In 2008 GWMWater introduced its first mobility application. This was a water sampling application designed to ensure all required samples were taken from the correct location. This experiment proved that mobile applications could be successfully implemented in the field and that PDAs were a suitable mobility solution. In late 2009 a pilot was undertaken for collecting unscheduled works management information and reporting the data in real time. Following the pilot, 60 PDAs were rolled out to field staff. This has allowed the investment in the PDAs to be leveraged by providing field staff with email access. Stephen’s presentation will

• Outline the reasons for pursuing a mobility solution,
• Sharing the lessons learnt from the introduction of the mobile devices
• Plans for future expansion of mobile technology at GWMWater

Stephen Jewell
Executive Manager- Service Delivery
GWMWATER

9.35 Productivity; The Importance Of Continuing Investment In The Telstra Field Force Journey

Improving productivity, the productivity gap, measuring the gap – these are all things that concern us in the field services arena.

Telstra has just released the Telstra Productivity Indicator report for 2010. One of the key findings from the report is the need to manage, measure and invest in improving productivity; if you can’t measure your productivity, how can you tell whether you’ve improved?

The report also shows a direct correlation between productivity growth and those industries that are actively investing in ICT, and aligning ICT to individual and worker needs.

Telstra’s own experience very much reflects this; one of the key reasons for our success in this area is that we’ve learnt the importance of being able to measure, baseline and improve our performance.

The major changes to the Telstra Communications Technicians workforce environment happened between 2006 and 2008, but this presentation will show that we are very much still on this journey – it is a journey of continuous improvement. We can now demonstrate the change and measure the improvement – how many organisations can show this? We can also share with you some of the learnings we have had along the way.

10:10 Presentation: Utilising Workforce Management Technology And Process Improvements To Enhance Business Operations

• Adopting and implementing a PDA project to enhance in-field collection of quality data
• Outlining the challenges and benefits derived from technology adoption at CHEP
• Monitoring quality and driving continuous improvement in the field

Declan Sally
Quality and Continuous Improvement Manager
CHEP

11:15 Implementation Update Session: Analysing Developments And Advancements 12 Months On

Leading speakers from FSM’09 will be invited back to provide their experiences on the challenges faced during the implementation of mobility solutions from adoption to full organisational adoption and system integration. After sharing their own experiences, collectively they will provide insights on:

• The impact of technology on field services
• Solutions discovered to overcome the obstacles to first-rate field service optimisation
• Overseeing change and successfully gaining worker and organisational buy-in
• Strategies for the future

11:45 Realising Benefits Presentation: Experiences With A Field Service Solution – From Implementation To Upgrade/Expansion Outlining The Complex System At Air Liquide Healthcare

Utilising the field service solutions for maximum effect Problems faced and overcome along the journey:

• Initial setup
• On-going use
• During upgrade

Sharing the good points and business benefits Hindsight: what we would do differently!

John Falconer
Information System Manager
AIR LIQUIDE HEALTHCARE

12:20 The Value Of Implementing A Mobile Workforce Optimization Solution

Jason Howie
Chief Executive Officer
KINCARE GROUP

Optimising Service Delivery And Operational Efficiency

14:00 Associate Partner Presentation: Proudly Hosted By Retriever Communications

Mary Brittain-White
Chief Executive Officer
RETRIEVER COMMUNICATIONS

14:40 Complete Data + Realtime Access + Effective Work Management = Optimised Asset Management (even Using An IPhone)

Effective asset management should go beyond the asset status update in the field. It's tracking the full asset condition, service data, materials, failure codes and comments. It's giving technicians realtime access to service history, safety plans and important inventory data for repairs. It's back in the office enabling managers to monitor job progress, react to changing conditions in the field and dispatch technicians more efficiently. An effective asset management system should enable reliability centred maintenance processes and ongoing improvement through data analysis and forecasting. Understand how IBM Maximo can help you strengthen your workforce and deliver efficient asset management by providing a best of breed asset management solution.

Richard Birthet
Technical Sales Specialist
IBM

15.30 Managing Field-Based Energy & Water Conservation Programs

Delivering consumer based energy and water conservation programs in the market requires an end-to-end field management solution. Using the Enviroavser Home Health Check Case Study we will demonstrate how to:

• Achieve consumer behaviour change to reduce electricity and water consumption
• Deliver programs that are state and nationally based
• Ensure compliance through training, assessor certification and quality management systems
• To fully integrate processes across call centres then into the field

Tim Ryerson
Chief Operating Officer
FIELDFORCE SERVICES

16:10 Presentation: Up-Skilling And Developing Field Agents To Add Value To The Organisation’s Bottom-Line – Training And Deployment

• Empowering the workforce by providing workers with the skills-set to increase their productivity and personal development
• Maximising organisational gain with multi-skilled operatives
• Utilising effective and intelligent communication on the front-line
• Experiences of a mass deployment
• Fostering a quality customer service operation

16:50 Second Generation Field Service Presentation: Making Field Communication Technology Work At Rheem

Rheem is at the forefront of service mobility technology having implemented a state of the art national system for their after sales service technicians around 4 ½ years ago. Given the nature of the fast evolving technology Rheem recognises the importance of staying in touch with the latest developments and is developing its field capability accordingly.

• Sharing Rheem’s first generation experience of developing field services
• Securing budget in a cost conscious climate to implement and further optimise your service capability - cost justification
• Lessons learnt to date
• Second generation organisational benefits for Rheem

Tony Thornton
National Service Manager
RHEEM AUSTRALIA

17:40 End Of Conference Day One