RON KAUFMAN

9th

50 Bayshore Park Suite #31-02 Singapore 469977 Tel (+65) 6309 9668 Fax (+65) 6242 7951

244 Fifth Avenue Suite K-270 New York, NY 10001 Tel (+1) 302 309 0047 Fax (+1) 302 309 0047

[email protected] www.RonKaufman.com

#ameurope

BELIEVE SERVIcE st Noordwijk, The Netherlands,Iimproves October - 23rd, 2015 the21 world. Biography Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and building service cultures. Rated one of the “Top 25 Who’s Hot” speakers by Speaker Magazine, Ron presents powerful insights and global best practices from working with clients on every continent for more than twenty years. His energetic keynote speeches and workshops have inspired millions.

Service Mastery Day host

“Ron Kaufman has unlocked the mystery of service.” Marshall GoldsMith Author of What Got You Here Won’t Get You There

He is author of the New York Times and USA Today bestseller, “Uplifting Service! The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet” and 14 other books on service, business and inspiration. Ron is also the founder of UP! Your Service, a company that enables leaders and organizations to build Uplifting Service cultures for sustainable advantage.

Ron Kaufman

Ron’s experience and passionate commitment to results have been distilled into proven methods to help clients upgrade service performance and build strong service cultures. His unique approaches to learning and leadership have been featured in the New York Times, the Wall Street Journal, and USA Today.

World Leading Customer Service Expert, NY Times Bestselling Author

Ron was invited to Asia in 1990 by Singapore Airlines and the government of Singapore to create and launch a national service quality training organization.

He is a graduate of Brown University, USA with studies in France, London and Berkeley, California. He is a professional member of the Author’s Guild, Global Speakers Federation and International Association of Learning Providers. Ron resides in Singapore and travels widely to promote and realize a vision of “Our world where everyone is educated and inspired to excel in service.”

© 2013 Ron Kaufman

RonKaufman.com

SERVICE TRANSFORMATION DELIVERING VALUE AND DIFFERENTIATION TO CUSTOMERS www.aftermarketeurope.com

Features

Editor`s note Let’s paint a picture: where are we now, and where will we be in five years? Today, most manufacturers are getting a higher part of their revenue from product sales. However, many see when looking at balance sheets that service sales generate much higher profit margins. Despite this cold hard fact, manufacturers are still struggling to fully grasp the potential and the necessity to focus on their aftersales. It is not due to a lack of trying from Service Professionals, more than willing to embark on a journey of Transformation. The challenge lies at the top, where aftersales is unfortunately often absent from the agenda at Board Meetings. Change Management without the commitment from top management, who more often than not have a background in production, is tough. What should be on the agenda of Board Meetings? Managing change in a profitable way should be the priority. With an ageing workforce that will soon go into retirement, there is a need to secure talented people in the Service & Parts Business to fill the gap that will soon be created. However, a great deal needs to be done in order to make manufacturing, and the Service Business, attractive to the right skills. Furthermore, with product sales declining across many industries, installed bases are continuously shrinking. Add to that pirate parts companies that are getting more sophisticated and able to offer larger volumes, greater options, and with perfect logistics, across multiple platforms like growing e-commerce channels, and the Parts Business, usually a strong revenue generating one, is under growing strain. In addition, Chinese companies are getting more and more competitive on the European market due to strong products and quality service offerings at a cheaper price due to lower production costs.

1-to-1 Meetings

Panel Discussion

In order to ensure the best possible networking onsite, take advantage of the online meeting system before the conference so that you can schedule private meetings with the peers that you want to meet.

The conference will feature an exciting panel discussion on the most important topics. Make sure to listen in on experts point of views. The session will end with a Q&A with the audience so your voice can be heard.

Champagne Executive Circles Engage in intensive discussions about the topics of your choice, with your peers, to go in-depths about your challenges and potential solutions. All of this with a glass of champagne to relax you.

Yet the future does look bright for those willing to adapt. OEMs need to change their business model and company culture today, towards full service contracts that provide differentiation and value to their customers. The journey starts with convincing top management to get on board. Recent and continuous developments also means that manufacturers should not neglect but embrace new technologies like smart products and 3D Printing which can go a long way to transform the way they service their customers. Take a hard look at where your company is now, and where it plans to be in five years. And make sure you do everything possible to get there. What do you think? Continue the conversation with me on LinkedIn or Twitter

http://www.linkedin.com/in/thomasigou https://twitter.com/tomigou

Thomas Igou Content Director Copperberg www.aftermarketeurope.com

Service Mastery Day The Aftermarket Business Platform will kickstart with an exclusive seminar: the Service Mastery Day. Aftermarket is all about ensuring great service, so dive into what makes a great service organization and ensure customer loyalty and retention.

Ideas Wall The networking area this year will boast an Ideas Wall, where you will be asked to post your thoughts on aftermarket at the beginning of the conference, be it challenges, hopes, future outlooks… All delegates’ ideas will be transparent and visible to all.

Aftermarket Business Platform 2015

3

Participants Profile Geographic Breakdown Netherlands 15%

210+

participants attended our 8th edition

Sweden 14%

Switzerland 7% Finland 5%

Germany 13% UK 12%

USA 4% Belgium 3%

France 8%

Spain 3%

Italy 7%

Rest 9%

Speaking Organizations

70%

30%

were end users looking for new ideas, processes, and solutions

were partners showcasing their tools, solutions and products to support our delegates

Job Titles Global Head’s, VP’s, Directors of: Aftersales Aftermarket Service Sales & Marketing Customer Service Spare Parts Operations Business Development Product Management

FIELD SERVICE NEWS

Participating Organizations ABB Abbott Vascular ACMAVOLPAK Agfa Graphics NV Airbus Alfa Laval Aalborg A/S Alstom Grid Ammann Schweiz AG Andritz Astea Aston Business School Avure Technologies AB Axis Communications AB BKS stromschienen ag Bosch Rexroth Boston Scientific Medizintechnik GmbH Carraro Drive Tech Caterpillar Propulsion Production AB CHEP Cibes Lift AB ClickSoftware CNH Industrial COESIA S.p.A. Consilium Marine & Saftey AB Coresystems AG CSi industries B.V. Danieli Centro Tube Dassault Systèmes DENSO EUROPE B.V. Deutz AG Donaldson Europe BVBA EagleBurgmann Germany Gmbh Embraer Aviation International Entercoms Ericsson ETH Zurich EvoBus GmbH Fastems Oy

FEI Field Service News Fives Group Flowserve (Austria) GmbH GDM SPA Haarslev Industries A/S Hapa AG HCL Netherlands B.V Hexaware Hiab Howden HP Husky IMS S.A. IFS Ilapak IMI CCI Ingersoll Rand Inspecta Ishida Europe Ltd ISLA Katoen Natie Knorr Bremse CVS Kone Konecranes UK Ltd Krohne Laerdal Médical Leica Microsystems Lely International N.V Liebherr-Aerospace Lindenberg GmbH LiuGong Machinery Europe MAN Truck & Bus AG MAQUET Holding B.V. & Co. KG. Marel Medtronic Metso Automation Mettler-Toledo International Inc. MHI Vestas Offshore A/S Moog Italiana srl

Navetti Nibe Energy Systems Norgren Limited Noventum Numafa Cleaning & Automation Outotec PAC L.P PROS Inc. PTC Sandvik Mining and Construction SAP Scania ServiceMax Siemens Schweiz AG SKF SPP Pumps Ltd SPX Flow Food & Beverage Stoneridge Syncron Teleplan BV Tenova ThyssenKrupp Resource Technologies Turbomach SA Vacon Valmet Varian Medical Systems Welch Allyn Voith Paper GmbH & Co. KG Volvo CE Volvo Group Volvo Penta Vossloh Rail Vehicules Xerox XMReality Xylem Services GmbH Yanmar Europe Zimmer Inc

www.aftermarketeurope.com

4

Aftermarket Business Platform 2015

Business Cases 2015 One of the strengths of the Aftermarket Business Platform is the business cases from manufacturing organizations across various industries, sharing insight into their challenges, success stories and key take-aways. Here is a snapshot of what to expect this year:

Healthcare

Agricultural Machinery

Søren Stakemann, Product Line Manager, Getinge Online

AGCO - 3D Printing in the Agriculture Aftermarket Business: the AGCO Parts feasibility study

Healthcare Zimmer - Change Management from a pure product supplier to a value-added partner

Medtronic - Selling Services on Value, not Price

Automotive Hyundai Motor UK - Aftersales Operations & Dealer Network at Hyundai

Scania - From strategy to real results, changing habits

BMW - Taking price management to the next level

Material Handling STILL - Performance of a service organization: which KPI’s do I need to measure and steer the service performance?

Linde Material Handling - Attracting Talents to Service

Escalators & Elevators

Process Automation

KONE - Customer Experience starts with Sales

Emerson Process Management - Managing the change from Products to Products, Services & Solutions

Industrial Engineering

Power & Automation

FIVES - Becoming a performance partner of your customer with data and process expertise

ABB Power Generation - Women in Service Leadership

www.aftermarketeurope.com

Aftermarket Business Platform 2015

5

Programme 2015 Day 1 - 21st October 12.00 Early Registration 13.15 Pre-Conference Workshops The pre-conference workshops are a new and exclusive feature which gives you, as a participant, the ability to kick start the conference with a focused and content-heavy interactive session where you will be able to both learn and share experiences around best practices.

n Workshop A: Digitalisation of Service Management

n Workshop B: Future-proof your service organization

Thilo Kerner, Head of Business Development, Customer Engagement & Commerce, Middle & Eastern Europe, SAP

Michael Traeger, Sales Manager Enterprise Service Management, IFS

For more information about the workshops see next page >>

15.15 Networking Break & General Registration n 15.45 Enabling Aftermarket success via Smart, Connected Service The Internet of Things is the hot topic of the moment, affecting almost every industry. However, how will it impact the industrial sector? How can this technology be turned into a monetized strategy that offers competitive advantage in your service offering?

+

Discussion Points:

• Identifying areas where technology can improve your processes • Overcoming cultural and logistics challenges on the road to success • Connecting people and products to improve customer satisfaction and profits Søren Stakemann, Product Line Manager, Getinge Online

n 16.20 Change Management from a pure product supplier to a Value-added partner The session will cover the typical challenges a company within a regulated environment like Medical Devices is facing while transferring from selling purely “Metal” / implants to hospitals to becoming a full solution provider (internal challenges related to skill and mindset of the sales force, training etc. but also barriers with customers on having them to pay for services which were typically free of charge up-till now).

+

Discussion Points:

• Top 10 Tips how to successfully manage the transformation • How to show value of service selling to internal and external stakeholders • How to put a value tag on services which were so far provided free of charge to customers Satschin Bansal, Business Unit Director EMEA, Zimmer Inc.

17.00 Evening Networking www.aftermarketeurope.com

6

Aftermarket Business Platform 2015

13.15 Pre-Conference Workshops n Workshop A: Digitalisation of Service Management

n Workshop B: Future-proof your service organization

Digitalisation is significantly impacting customer service: Today’s customers have greater choice, are better informed and more open to change. Strong competition and difficulty to differentiate result in high cost of customer acquisition and even higher cost to satisfy customers. At the same time connected equipments significantly impact business processes and enable new business models. The workshop will start with an intro, followed by case studies and design thinking/brainstorming session.

So how do you future-proof yourself as a service organisation as the world changes, new technology evolves, customer demands shift, increase and become more personalized? Addressing customer service vigilantly is vital to a service organization’s success. Let your consumers drive the trends you adopt to ensure better return on investment. Flexibility and usability matter, especially in a constantly changing environment. Monolithic legacy systems can no longer keep up with the changing market and customer demand. Those organisations that don’t adapt will simply be replaced.

+

Focus Areas:

• Where to start with digitalisation of Service Management? • How to differentiate through digitalisation to enhance customer experience? • How to reduce efforts for your customer and become a revenue engine for your business?

+

Focus Areas:

• Nine step program to help service organizations achieve service excellence and help them adapt to an ever-changing environment • What to keep in mind when you are looking to make your service organisation more adaptable, and ultimately more successful

• Case Studies and Key Take-aways Thilo Kerner, Head of Business Development, Customer Engagement & Commerce, Middle & Eastern Europe, SAP

www.aftermarketeurope.com

Michael Traeger, Sales Manager Enterprise Service Management, IFS

WELCOME TO THE

SOCIAL CLUB Day 1 - October 21 st 2015

17.00 Networking Cocktail Firestarters. Team Building. 1-to-1 Meetings. Facilitated Networking.

17:00

Huis Ter Duin

Noordwijk

8

Aftermarket Business Platform 2015

Programme 2015 Day 2 - 22nd October Sales Growth Track n 08.30 Global Pricing: how to define the right processes and infrastructure for pricing Many of us know the power of pricing and the huge impact pricing can have on the bottom line. Unfortunately, many times we fail to turn this knowledge into profitable initiatives. What is required to be successful in pricing?

n 09.00 Selling Services on Value, not Price One of the most important factors in sales growth initiatives is understand how to present value to customers. However, pricing should not be neglected. No matter the perception of value, pricing will always remain an enabler for revenue growth but manufacturers need to learn how to sell on value, not price. This starts with good Services Marketing.

+

Discussion Points:

• Why Global Pricing is necessary and beneficial for companies • How to develop and implement a Global Pricing operation • How to define the right processes • How to choose the right software

+

Discussion Points:

• Building your value proposition • The power of differentiation and positioning • Getting your prices right and effective negotiation on services • Working with your sales channels • Effective messaging to reinforce your value Karl Geffken, Director of Marketing, Medtronic

n 09.30 Pros and Cons for different spare parts pricing models This presentation will explore the most frequently used pricing methods for spare parts pricing. Johan Östlin will discuss cases where the methods are effective and situations where one needs to be cautious in applying them. Johan Östlin, Pricing Consultancy Manager, Syncron

n 10.00 Taking price management to the next level BMW’s approach This session should give an overview of the as-is-situation of BMW’s price management in Aftersales introducing organization (central vs. market), processes, methods and tools. Based on the question how to reach an excellence in pricing execution (e.g. work on pricing culture, business intelligence, customer orientation, governance function, design to price, …) the presentation shows the main strategic initiatives of BMW to further develop its price management.

10.30 Networking Break & 1-2-1 Meetings

www.aftermarketeurope.com

+

Discussion Points:

• Value-Based Pricing, Market-Based, Cost Plus... • When are each methods effective? • In which situations do you need to be cautious?

Tony Abouzolof, Head of Sales SEME and Managing Director UK, Syncron

+

Discussion Points:

• BMW’s pricing philosophy and organization • The key challenges of a state-of-the-art automotive company • BMW’s main focus to professionalize its price management Dr. Reiner Meierbeck, Head of Price & Volume Planning, BMW AG, Aftersales Division

Aftermarket Business Platform 2015

9

Programme 2015 Smart Services Track n 08.30 Devices versus humans - mapping two worlds About 50 billion connected devices are expected to feed on the internet’s data supply by 2020. Smartphones, thermostats, coffee makers, trucks, manufacturing units, retail shelves, cars, cattle — anything Internet-related, whatever can be exploited, will be exploited. Integration, speed and reliability are critical for providing a positive user experience to customers, not to mention retaining them.

n 09.00 Becoming a performance partner of your customer with data and process expertise Through connected machines, and with a good understanding of your customer process, you can not only improve the machines availability but you can optimize the overall performance of your customer production: quality, cost and throughput, creating measurable value.

+

Discussion Points:

• What can companies do to prepare themselves for these technical changes? • How to ensure the best user experience possible for their customers? Michael Traeger, Sales Manager Enterprise Service Management, IFS

+

Discussion Points:

• Using data to improve product quality: the example of steel rolling mill • Using data to optimize production according to dynamic market conditions: the example of sugar cane production • Using data to measure the value created • Data + process knowledge: the winning recipe to create a sustainable partnership Denis Bouteille, Group Service Director, FIVES

n 09.30 From Reactive & Scheduled to Proactive & Condition Based Predictive maintenance is a key function of great customer service. The ability to forecast when a product will be down, and being able to be proactive in maintenance and repairs will offer great value to your customers.

n 10.00 Case Study: Hyundai Motor UK The session will delve into the Aftersales operations and dealer network of one of the UK’s top manufacturers from the automotive industry.

+

Discussion Points:

• How to be more proactive and increase uptime for greater customer satisfaction • How to calculate the value of a proactive maintenance action? • Win-Win Situation: pro-active breakdown avoidance and predictable service events

+

Discussion Points:

• Harnessing the business efficiencies and opportunities within the Aftersales area of a dealership business created by increasing digital assets and connectivity • Ensuring that the systemisation of the repair and maintenance process delivers an improved customer experience • Transitioning from the traditional delivery of Aftersales service to an increasingly time poor, retail aware consumer Nick Tunnell, Aftersales Director, Hyundai Motor UK Ltd.

10.30 Networking Break & 1-2-1 Meetings

www.aftermarketeurope.com

10

Aftermarket Business Platform 2015

Programme 2015 Process Track n 08.30 Containing information through Knowledge Management With global expansion and increasing systems and technologies that enable us to analyze everything, manufacturers are faced with an increasing amount of data. Knowledge Management is is essential to ensure that no information is lost.

n 09.00 Automation of the Service Process How to standardize your process in order to avoid exploding costs, eroding profit margins, increased operational complexity and risk, and underleveraged partnerships. And how to adopt a continuous improvement mentality to always stay on top.

n 09.30 Become The Field Service Hero of Your Organisation All over the world, service leaders are becoming company heroes as they turn their service organisations into profit powerhouses, drive meaningful revenue and efficiency and beat their competition. Want to be a hero? Then join this session where Patrice Eberline, VP Global Customer Transformation at ServiceMax will show you how it’s possible. Superman, Spiderman and Iron man were not used in the production of this presentation… Just real people. Like you.

n 10.00 Performance of an service-organization: Which KPI’s do I need to measure and steer the service-performance? Although customer satisfaction is one of the most important indicators, you still want to know if your service-organization is productive enough and generating the revenue and margin you could expect from the organization.

+

Discussion Points:

• What it knowledge management, and what is its importance in relation to aftersales activities? • What are knowledge management tools that support the aftermarket function? • How can you map out a process to ensure clear roles and responsibilities and ensure the right knowledge is captured, organized, shared and analysed?

+

Discussion Points:

• Developing and tracking a common strategy covering various Service Business Models • Continuous Improvement and benchmarking efforts to always stay on stop • Executive Leadership: the need for visible leadership that displays behaviour and holds people accountable

+

Discussion Points:

• How to turn your service organization into a profit power- house • How to drive meaningful revenue and efficiency and beat competition • Real life case study Patrice Eberline, VP Global Customer Transformation, ServiceMax

+

Discussion Points:

• How to manage productivity in service? • Is the service-department generating enough revenue and profitability? • Are team-indicators enough or should I also implement indicators on individual performance? Martin Van den Heuvel, Service Director West Europe, STILL Group

10.30 Networking Break & 1-2-1 Meetings

www.aftermarketeurope.com

Aftermarket Business Platform 2015

11

Programme 2015 +

11.00 Executive Circles The Roundtable Discussions are your opportunity to get your voice heard. In a stimulating work atmosphere, the participants discuss new perspectives and ideas. You will experience intensive discussions, share innovative ideas and identify practical solutions. Some of the topics that will be discussed (subject to change):

Value Based Selling

Change Management

e-Commerce

3D Printing

Smart Connected Products

Talent Management

Inventory Management

Risk Management

Guidelines for an efficient roundtable discussion: 1. Come prepared – have a few thoughts or questions before you sit down 2. Network – exchange business cards with your peers at the table in case you want to follow up post event 3. Be engaged – don’t just sit and listen; being part of the discussion and sharing your thoughts is the only way you will get value 4. Don´t rush - if you don’t find a seat at your preferred table, you will have another opportunity in the second round

12.00 Networking Lunch & VIP Luncheon 13.00 Service Mastery Day (see next page)

WELCOME TO THE

EVENING NETWORKING PROGRAM Day 2 - October 22 nd 2015 17.30 Networking Cocktail 1-to-1 Meetings • Facilitated Networking • Dinner Banquet • Late Evening Activities

www.aftermarketeurope.com

12

Aftermarket Business Platform 2015

Service Mastery Day Program n 12.00 Registration n 12.20 Speed Dating Zone n 13.00 Uplift your Service with a culture of Excellence In a day and age where customers have so many tools to be informed about products and services, building a strong relationship with customers becomes increasingly essential. And this role is not only the task of an organization’s customer service division, but should be a company-wide approach. How, then, can you build a culture of service excellence with your organization? In Focus:

• Power, Value, and Importance of Service • Understanding the importance of nurturing relationships with customers • How to interact between departments towards a common goal • Differentiate on Service: how a Culture of Excellence becomes a competitive advantage • Communicating your Culture to your customers

n 15.30 Networking Break n 16.00 Service Mastery Roundtable Workshop In small group, participants will reflect on Ron’s presentation and analyze the main points that were presented to see how to practically implement them. Share experience with your peers to see what you are doing right in your quest for Service Excellence, and what you need to improve on.

n 16.45 Service Excellence Panel Debate A panel of Customer Service Leaders will share their vision on how to build a culture of service excellence. Moderator: Ron Kaufman, UP! Your Service Panelist: Sydney Brouwer, Customer Service Specialist

n 17.30 Networking Cocktail n 19.30 Networking Dinner Banquet (for VIP tickets only)

About Ron Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and building service cultures. Rated one of the “Top 25 Who’s Hot” speakers by Speaker Magazine, Ron presents powerful insights and global best practices from working with clients on every continent for more than twenty years. His energetic keynote speeches and workshops have inspired millions. He is author of the New York Times and USA Today bestseller, “Uplifting Service! The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet” and 14 other books on service, business and inspiration. Ron is also the founder of UP! Your Service, a company that enables leaders and organizations to build Uplifting Service cultures for sustainable advantage. Ron’s experience and passionate commitment to results have been distilled into proven methods to help clients upgrade service performance and build strong service cultures. His unique approaches to learning and leadership have been featured in the New York Times, the Wall Street Journal, and USA Today. Ron was invited to Asia in 1990 by Singapore Airlines and the government of Singapore to create and launch a national service quality training organization. He is a graduate of Brown University, USA with studies in France, London and Berkeley, California. He is a professional member of the Author’s Guild, Global Speakers Federation and International Association of Learning Providers. Ron resides in Singapore and travels widely to promote and realize a vision of “Our world where everyone is educated and inspired to excel in service.”

About Sydney Sydney Brouwer has specialized in customer centricity and customer experience. Over the past years he researched over a dozen Customer Experience Champions, companies that excel in CX in their market, to find out what they do differently. He uses these insights to help organizations take the next step in customer and employee experience. He is known for his energetic keynote speeches and often writes articles on customer related topics for well known magazines and weblogs. The Dutch podcast series “Experts over Klantgerichtheid” (Experts on Customer Centricity) is hosted by him. Sydney is based in Amsterdam.

What they had to say about Ron: President Asia, Schlumberger: “Ron taught us the importance of customer service internally. We now feel we have a better plan for implementation”

www.aftermarketeurope.com

Senior Associate Marketplace Development, Google: “Ron is truly passionate about educating others on uplifting service and really opened our eyes to the little things we can change in our approaches that tremendous value.”

Aftermarket Business Platform 2015

13

Programme 2015

Day 3 - 23rd October Servitization Track n 09.00 Managing the change : the Journey from Products to Products, Services and Solutions This session will describe the journey from a product oriented environment to a broader product, services and solutions environment.

+

Discussion Points:

• Successful paths to growth • How to manage change • How to manage the business using scorecards Erik Lapre, Vice President Lifecycle Services, Emerson Process Management

n 09.30 Service Excellence: from customer satisfaction to customer delight Customer is king. And a happy customer is more often than not a returning customer. The Service Division has a dual role for an organization: generate revenue and create relationships to optimize customer loyalty. In order to achieve, it is no longer enough to satisfy demanding customers; manufacturers should strive to delight.

n 10.00 From strategy to real results - changing habits Solutions, connectivity, and customer value - are essential parts in most service organisation’s strategies. To get anywhere on these things – you need to be very systematic. Not on the issues you might think – but on much more basic things.

+

Discussion Points:

• Change of the business model to support service excellence initiatives • Competence development: how to develop training initiatives to spread internally a culture of world class service? • How to ensure every service encounter is an opportunity to build customer loyalty?

+

Discussion Points:

• How to move from strategy to reality? • Powerful methods for Value Creation • How to change habits Thor Brenden, Parts Manager, Scania

10.30 Networking Break & 1-to-1 Meetings

www.aftermarketeurope.com

14

Aftermarket Business Platform 2015

Programme 2015

Disruptive Technologies Track n 09.00 Impact of the Internet of Things in the aftermarket The Internet of Things is a new trend that is affecting how we live, and how we work. It offers great opportunities for manufacturers, as machines and products get connected to the internet, to help improve their service offerings.

n 09.30 3D Printing in the Agriculture Aftermarket Business - The AGCO Parts feasibility study 3D Printing will deliver significant economic impact in the next years with significant implications on individuals, entrepreneurs and established businesses. In our view 3D Printing opens up new interesting opportunities, but whether an early investment in this future technology already makes sense still depends very much on the individual company and the intended use. AGCO Parts conducted a feasibility study for the 3D Printing application for agriculture aftermarket parts to 1) assess potential business model scenarios and cost advantages on the supply chain and to 2) evaluate technical feasibility (print quality, strength, tolerance) for metal and polymer parts using the selective laser sintering technology.

n 10.00 Augmented Reality & Other Technologies New technological advancements in supportive gears for field engineers is bringing a whole new level of service support. This session will explore wearables technology such as smart glasses and watches and how to utilize them to bring real time added value for both your field engineers and your customers.

10.30 Networking Break & 1-2-1 Meetings

www.aftermarketeurope.com

+

Discussion Points:

• What is the Internet of Things, and what opportunities does it bring? • How to manage smart devices with low profile technicians • IT Systems and solutions to move to a more predictive maintenance service offerings

+

Discussion Points:

• Flexibility - offers high-flexibility and fall-back options for fast backorder resolutions • Optimization - technological progress provides the opportunities to optimize replacement parts in terms of the overall production and utilization process • Customization - additive manufacturing allows cost-effective manufacturing of individual “one-off” items with customer- specific adaptions • Redundancy – achieve reduction in supply chain and ware house operations risks and costs Salvador Barrera-Sanchez, Director, Product Management Global Parts, AGCO Parts

+

Discussion Points:

• What are the service opportunities with Wearables? • How can technology best be used by field engineers? • What is the added value for customers? Howard Lightfoot, Professor, Cranfield University

Aftermarket Business Platform 2015

15

Programme 2015 Spare Parts Track n 09.00 Benefits of combining inventory and pricing optimization This presentation will address best practices for spare parts inventory as well as price optimization with a specific focus on benefits when combining the two. There are clear dependencies between the two. For example, with certain parts, a price decrease can be assumed to increase sales, and best possible aftermarket service performance can be achieved only if this information is combined into one optimization system.

n 09.30 Service Chain Segmentation & Optimization Manufacturers feel an increasing pressure on their supply chains to support growing global and complex spare parts operations. The challenge lies in how to reduce the costs and complexities of their service chain all the while improving the operational speed of their parts supply chain.

n 10.00 Optimizing the Spare Parts Process Having the right part at the right place at the right time is of great essence. To accomplish this cycle, it is also essential to optimize the spare parts process to reduce variable costs and increase margins.

+

Discussion Points:

• Benefits of combining inventory and pricing optimization • Best practices of spare parts inventory Erik Lindholm, Inventory Product Expert, Syncron

+

Discussion Points:

• Strategies to improve your service and parts metrics for service chain segmentation • Optimization of service levels versus optimization of availability • Reducing inventory and service levels using global service parts optimization approac

+

Discussion Points:

• How business strategies drive supply chain solutions • Key requirements and drivers in the decision making approach and process optimization • How to optimize the European spare parts distribution network to reduce variable costs and increase margins?

10.30 Networking Break & 1-to-1 Meetings

www.aftermarketeurope.com

16

Aftermarket Business Platform 2015

Programme 2015 Data Track

Competence Development Track

n 11.00 Leveraging the Cloud paradigm for aftermarket services

n 11.00 Attracting Talents to Service

The Cloud represents a new way to manage the aftersales process, with lower costs and potentially higher customer retention by enabling real time data to be shared across the organization, meaning increased efficiency for field service engineers.

+

Discussion Points:

• Improve your customer and dealer support with minimal impact on back-office IT resources and budgets while reducing your server hardware and maintenance costs • To what extend can cloud computing affect Aftermarket services and support? • How to use SaaS-based offering to deliver the most up-to- date, accurate and configuration-specific services and parts information to field engineers and reduce costs

n 11.30 Business Intelligence as a tool to capture customer value from Data Because of modern technology, data is now everywhere. The challenge lies in how to filter and use the data on a strategic level. Big Data is a tool that supports the aftermarket function by analysing enormous amounts of data such as sales history, POS data, product attribute data, social media “noise” and online forum chatter.

+

Discussion Points:

• Social media and Big Data to collect customer needs and expectations • How to reap the benefit from a proper BI function in the aftermarket and grow the spare parts business • How to create value added assets from existing data

12.00 Networking Lunch & VIP Luncheon

www.aftermarketeurope.com

Linde Material Handling is a leading company in forklift truck business. Leading means not only with top products but with the best service net on the market. Leading means as well top service teams. This did not happen by chance, there is systematic and strategic approach of staff development in our dealer net.

+

Discussion Points:

• How to get talent in the organization? • How to retain talent? Patrick Soler, Manager Customer Service - Central Europe, Linde Material Handling

n 11.30 Women in Service Leadership According to recent numbers from the EU, women still account for less than a quarter of company board members, although they represent half the employed workforce. The lack of women in leadership is even more flagrant in the manufacturing industry. What are the reasons for this, and what steps can be done?

+

Discussion Points:

• Why are women so under represented in Service Leadership? • How can organizations make the manufacturing industry more attractive to women? Regina Roos, Head of Sales, ABB

Aftermarket Business Platform 2015

17

Programme 2015

n 13.20 Panel Discussion: How to get Service on the agenda of Board Meetings Although many companies are on a journey towards Service Transformation, most still generate the majority of their revenues from product sales. However, in many cases, service brings in higher profit margins. Why, then, is Service not higher up on the agenda during Board Meetings?

+

Discussion Points:

• The art of persuasion: convincing top management to see the big picture • How to make Service higher up on the agenda?

Moderator: Sumair Dutta, Chief Customer Office, The Service Council

Panelists: Dr. Phlipp Dreyer, Senior Manager Aftersales Buses Strategy, Projects, Pricing and Products, EvoBus

Robbert Kreber, Head of Aftersales Europe, LiuGong Machinery Europe

n 14.00 Customer Experience starts with Sales When we talk about customer experience, we often forget the role sales have in setting the customer expectations for any product or service. In this presentation we will cover how KONE sales is building, managing & sustaining customer relationships.

+

Per Stjernqvist, Managing Director, Volvo Construction Equipment

Discussion Points:

• Starting point: How to understand customer needs (segmentation, different touch points) • Tools & processes: The enablers for systematic management of customer data • Differentiating from competition by Value Selling Sari Kola-Nyström, Head of Sales Development, KONE Corporation

14.45 Chairman closes the conference www.aftermarketeurope.com

18

Aftermarket Business Platform 2015

Speakers & Panelists 2015 Michael Traeger, Sales Manager Enterprise Service Management, IFS Michael Traeger is Sales Manager of the new Enterprise Service Management unit for IFS D-A-CH region and supports customers through his many years of experience gained in technology, media and telecommunications. With a passion for Service Excellence shaped during his 20 years of international focus, he has both contributed and gained valuable insights in the construction of service and customer teams for global companies such as Siemens Healthcare, Deutsche Telekom, Velux, Philips, Bosch, o2 Telefonica, Siemens Building Technologies and AT&T. As an intermediary between technology and business, he focusses his work on the added value of services from a customer perspective (Customer Experience and Customer Lifetime Value) and works purposeful and innovative with his team to bring success into service management teams of B2B and B2C organisations.

Karl Geffken, Director of Marketing, Medtronic Global Services Karl Geffken is a marketing director for Medtronic’s Surgical Technologies business. At Medtronic, he leads worldwide marketing strategies for Global Services. Karl started his career in 1984 as a financial analyst at HewlettPackard Company’s Medical Products Group. Since then, he has held management positions in finance, business development, sales and marketing while at HP, Agilent Technologies, Smith & Nephew Endoscopy and Medtronic. Karl has been involved in services sales and marketing for the past 20 years. Karl received a bachelor’s degree in economics from Muhlenberg College and an MBA from Lehigh University; both located in Pennsylvania. He currently resides near Boston, Massachusetts.

Martin Van Den Heuvel, Service Director West Europe, STILL Group

Dr. Reiner Meierbeck, Head of Price and Volume Planning, BMW AG, Aftersales Division Dr. Reiner Meierbeck is responsible for the worldwide Price Management for parts and accessories within the Aftersales division of the BMW Group. After working for Ernst & Young Consulting for some years with the focus on Supply Chain Management projects he has started at BMW 15 years ago. Next to his current position he was also in charge of different international management functions in Purchasing and Logistics at BMW.

Salvador Barrera-Sanchez, Director Product Management Global Parts, AGCO Parts Salvador began his career with AGCO in 2003 as Sales & Marketing Manager for Fendt Parts and later on as Customer Services Manager EAME. For over two years Salvador was responsible for developing and making the Harvesting Parts business growth in his role as Manager Parts Sales & Marketing, Harvesting EAME. Later on he was appointed as Senior Project Manager Parts EAME, to co-ordinate strategic initiatives and programmes across the AGCO distribution. In his current role Salvador is leading the Global Parts Product Management & New Product Introduction organization as Director, Global Parts Product Management where he focusses on AGCOs Strategic direction to provide cost-effective Repair Solutions and define Service Levels on a global base. Prior to joining AGCO, Salvador has been working for KUHN Germany, as head of parts, technical service and IT for over 8 years. He graduated as Dipl. Ing. agr. at the Justus Liebig University in Gießen with a major in Agricultural economics.

After completing his bachelor degree in Mechanical Engineering and Production Logistics Martin started his career in the Aerospace Industry. After 6 years he moved from the Aerospace Industry into the Trade Service Industry where for 7 years Martin took on the role of Service Manager in a typical, medium sized family owned business. Following this he moved into the STILL Group which is an OEM Forklift Business. During his 15 years at STILL Martin served the first 7 as The Service Manager for the Dutch Subsidiary before moving into a Group Headquarters role in 2007. As Service Director for Region West he is part of the strategy team for the Service Business and responsible for the Service Performance of 8 Countries within Western Europe. In total he now has almost 22 years of experience working in the service-business.

Tim Baines, Professor, Aston Business School Professor Baines is the leading international authority on servitization and spends much of his time working hands-on with both global and local manufacturing companies to understand servitization in practice and help to transform businesses. He has spent over 30 years working with and for manufacturing businesses, beginning his career as a technician apprentice. His background gives him a personal understanding of the challenges faced by the manufacturing and technology industry and of the need for practical, relevant guidance on implementing change strategies such as servitization. Tim delivers executive development and custom programmes to global and local industry alike. His book Made to Serve: How manufacturers can compete through servitization and product service systems provides a practical guide to servitization, based on indepth research with leading corporations such as Xerox, Caterpillar, Alstom and MAN Truck & Bus UK. Tim maintains his links with the manufacturing industry as a Fellow of both the Institution of Mechanical Engineers and the Institution of Engineers and Technologists. He is also a keen mechanic, and spends his weekends reconstructing his vintage MG roadster and VW Camper.

Per Stjernqvist, Managing Director, Volvo Construction Equipment Per is based in Denmark and is a Service Innovation Specialist. He has 10 years with Volvo Trucks Sales- and Marketing, and from 1997 to present Managing Director. Chairman in several Volvo owned Construction Equipment dealerships around Europe. He is currently working part time as Service Solution advisor for Volvo CE HQ in Brussels. Former service advisor assignments: Afghanistan, Kazakhstan and Russia. Guest Teacher at Copenhagen Business School (MBA and Cand merc).

www.aftermarketeurope.com

Erik Lapre, Vice President Lifecycle Service Europe, Emerson Process Management Erik has 25 plus years in Sales and Service. He has worked and lived in Europe and Asia and has managed Sales as well as Services organizations to growth. He (Led the) set up of Engineering Centers in Manila and around Europe as well as developed and implemented Emerson Process Management Service strategies in Europe, expanding to current organization, covering all countries in Europe and CIS. He is leading the European Services Organization for Process Management while in parallel lead the global Customer Response Program for the company. He is a member of the Emerson Executive Leadership Program, Global Service Council and Presidents Club.

Aftermarket Business Platform 2015

19

Speakers & Panelists 2015 Nick Tunnell, Aftersales Director, Hyundai Motor UK Ltd.

Satschin Bansal, Business Unit Director EMEA, Zimmer Inc.

Nick began his professional career as a footballer for Brentford, following injury he turned to the motor industry where he was sponsored as part of a local Ford dealer technical apprenticeship programme. From here Nick moved into several dealerbased roles in Aftersales, Sales and General Management before joining Hyundai UK for his first spell in 1988 as Field Manager in Sales, Aftersales and Fleet. Between 1996 and 2004, Nick then moved into private consultancy, which included a two-year stint in the USA. On his return to the UK, Nick took up a position at Toyota Motor Europe before moving back to Hyundai UK in 2009 as Aftersales Commercial Manager. He was then promoted to his current position as Aftersales Director for the brand in 2012. In his current role, Nick oversees all of Hyundai Motor UK’s operations in Aftersales and Customer Satisfaction functions.

Satschin is currently Business Unit Director EMEA for Hospital Services & Solutions at Zimmer Inc., a worldwide leader in musculoskeletal health care with global sales of $4.6Bn and 9’000 employees. As part of his role he is responsible to develop new Business Solutions and Value Added Programs for Hospitals to create competitive advantage, improve operational efficiencies and overall patient care and outcomes. Previous to this position he was eading up the Corporate Marketing department at Zimmer in EMEA and also responsible for sales effectiveness programs and Zimmer’s Digital Marketing strategy. Satschin joined Zimmer in 2007 as a Global Brand Manager for the Hips Segment and thereafter worked in various strategic marketing roles with increasing responsibility. Prior to joining Zimmer, Satschin worked within Marketing at Procter & Gamble. He holds a Master degree in International Management & Law of University of St. Gallen (HSG), Switzerland and acts as a guest lecturer at various Executive MBA programs.

Regina Roos, Head of Sales, ABB Regina Roos has about 20 years experience in Industry. She started her career in Engineering for Smart Motor Control Centers in Germany. After gaining experience in Commissioning and Start up of Power stations, she moved in a Regional Sales Management responsibility to Asia Pacific. After setting up strong local sales organisations for ABB in the region and successfully building up business partnerships in Oil and Gas and Process Industry in the Region including India and China, Regina moved to Australia as National Sales Manager for E-House Solutions and Switchgear. She is a strong believer in the Account Management Approach to develop long term customer business relationships and considers Service as an element in the process of customer supplier relationships evolving at the time of CAPEX investment already. egina was core member of ABB’s Account Management Teams for BECHTEL,DOW Chemicals, BP, SHELL, RioTinto and others. She was personally responsible for the BHP account globally from 2009 to 2013. Then she moved to Group Functions Service for developing and implementing cooperation models between Global Customers and the local operation units.

Sari Kola-Nyström, Head of Sales Development, KONE Corporation Sari Kola-Nystrom is heading Sales Development in KONE Corporation. In that role she is in charge of Sales Competency Development, Account Management, Value Propositions & sales related Processes and Tools. She is a global citizen with a through experience in managing sales, people, business and innovation through 15 years of international working experience in four continents. Sari joined Nokia Networks in 1994. During 1994-2000 she was managing global development programs and launching products and solutions (based in USA & Finland). After completing her doctorate in April 2005 she worked as the Head of Strategy for Nokia Networks Latin American region based out of Brazil. Thereafter she headed Nokia Siemens Networks’ Industry Marketing unit for the Middle East and Africa region from Kenya (2006-2008) and worked as Head of Strategy and Sales Operations for Nokia’s Latin American subsidiary in Miami (2008-2010). After returning to Finland in 2010, Sari joined Elisa as the VP Corporate Mobility in 2011, and Appelsiini, Elisa’s IT subsidiary in 2012. Since August 2014 she has been working for KONE as the Head of Sales Development.

Robbert Kreber, Head of Aftersales Europe, LiuGong Machinery Europe Robbert is in charge of redefining a strategy and initiate recovery action plans for the front- and backoffice activities of an newly deployed Chinese import organization in the Construction Equipment industry with the aim to boost sales and provide innovative and high quality products and services, exceeding customer’s expectations. Responsible to lead a team of specialists (23 FTE’s), including regional sales & service managers, to render premium services in the area of unit distribution, spare parts supply, technical services, training and warranty support among a distribution channel of independent importers and to direct key accounts within the EMEA region. He has a long experience in aftersales, having worked previously at NISSAN Forklift, Kroymans Corporation, Cadillac and Corvette HUMMER, and Yamaha Motor Distribution.

Denis Bouteille, Group Service Director, FIVES Since 2013, Denis has been leading the service business within FIVES, an industrial engineering Group, which designs and supplies machines, process equipment and production lines for the world’s largest industrial groups. In this role, he supports the Group companies in their Service strategy and operations and drives global organization and process transformations to successfully develop the Service business. Denis has over 20 years of experience within various industries. He started his career as a consultant then worked 7 years for General Electric Healthcare, where he managed operations in the Service business. Then he moved to Areva T&D / Alstom Grid where during 10 years he held several leadership roles and more specifically led global Service P&Ls. Denis holds a master of engineering from Ecole Nationale des Ponts et Chaussées and a MBA from Collège des Ingénieurs in France.

Dr. Phlipp Dreyer, Senior Manager Aftersales Buses Strategy, Projects, Pricing and Products, EvoBus Thilo Kerner, Head of Business Development, Customer Engagement & Commerce, Middle & Eastern Europe, SAP Thilo is Director of the EMEA LoB Customer organization within SAP. With 14 years of Service management experience at SAP he worked with over 200 companies in order to streamline their service business. He started his career as a Consultant and Project Manager implementing global Service Management Solutions. After a stop as Field Service Manager he joined the Business Development team and developed regional and global programs in the area of Service management.

Philipp Dreyer completed his studies as an Industrial Engineer at the University of Kaiserslautern and the University of Birmingham (UK) and started working for Ford Motor Company in 1993 in Cologne and London. Philipp Dreyer received his PhD in economics in 1996 and from then on he occupied several Manager and Senior positions within Ford, ranging from Environmental Management over Purchasing to Production. In 2001 he started working for Daimler Buses in Stuttgart and held several senior positions within Product Development, Sales and Aftersales. Today he is responsible for Service Contracts, Pricing and Product Management within Aftersales Buses with a focus on entering new markets outside of Europe.

www.aftermarketeurope.com

20

Aftermarket Business Platform 2015

Speakers & Panelists 2015 Patrick Soler, Manager Customer Services – Central Europe, Linde Material Handling Patrick has more than 30 years’ experience on international Service through several function in the service business. Workshop manager, Trainer, Technical advisor, manager of the international technical support and now leading the service in central Europe are the different step of the Patrick’s carrier. The organisation include 30 dealers with 3300 person working within service. The service activity includes, maintenance and repairs, contracting services, consulting, safety checks, training and intensive selling of the services.

Tony Abouzolof, Head of Sales SEME and Managing Director UK, Syncron Tony is one of the founders of the Syncron group. He has more than 17 years of experience in the development and implementation of global supply chain planning solutions. Over the years, he has enabled many leading organizations, such as BAE Systems, Supequinn and Electrolux, to formulate global supply chain strategies and to lead successful implementations of large-scale supply chain solutions with a global scope. He holds a M.Sc. from Cranfield Institute of Technology.

Sumair Dutta, Chief Customer Office, The Service Council Sumair Dutta is the Chief Customer Officer for The Service Council™ (TSC). In his role at TSC, Sumair is responsible for new member acquisition, member engagement, community expansion, as well as the development and expansion of TSC’s Smarter Services™ oriented research agenda and portfolio. These research tools will provide service executives the ability to benchmark their operations and also provide guided insight to improve service organization performance. Sumair also plays a key role in building out TSC’s community platform focused on becoming the single source of information and networking for service executives globally. Prior to his role at TSC, Sumair led Aberdeen’s Customer Experience and Service Management research practice and was integral in the development of Aberdeen’s Chief Service Officer Summit series.

Erik Lindholm, Inventory Product Expert, Syncron Erik Lindholm leads Syncron’s PreSales Team as well as serves as an inventory management product expert. With 15 years of experience of inventory management, Erik brings insight into several dealer inventory management projects and intensive knowledge on rotables.

Johan Östlin, Pricing Consultancy Manager, Syncron Johan is Syncron’s Pricing Consultancy Manager. With more than 7 years of experience providing pricing consulting services to companies like Atlas Copco, Johan brings insights to addressing pricing strategies, processes and capabilities. He has a Ph.D. in Aftermarket Solutions from the Institute of Technology at Linköping.

Patrice Eberline, VP Global Customer Transformation, ServiceMax Patrice Eberline is Vice President of Global Customer Transformation at ServiceMax where she uses her years of service delivery experience working with prospects and existing customers to fully leverage the value of ServiceMax to their field service organisations. Patrice brings over 18 years of services and leadership experience to ServiceMax, and has held key leadership roles in several fast-growing software companies. Prior to ServiceMax, Patrice was with SuccessFactors, serving as Global Director of SMB Professional Services as well as SuccessFactors University. Prior to SuccessFactors, she was Vice President of Professional Services at Infor, where she led a global staff of consultants.

Howard Lightfoot, Professor, Cranfield University

Soren Stakemann, Product Line Manager, Getinge Online

Howard is considered to be a leading authority in the field of Servitization and Product-Service Systems and has published extensively in this area, including co-authoring the book ‘Made to Serve: How Manufacturers Compete Through Servitization and Product-Service Systems’. He has worked with the leading service-centric companies in his field including Rolls-Royce, Caterpillar, Alstom, MAN Bus & Truck and Xerox and is an active thought leader in service innovation and operations. He has a First Class Honours Degree and PhD in Physics and is a Chartered Engineer and Fellow of the Institution of Engineers and Technologists. His career began as a lecturer in Electronic Engineering at Loughborough University before moving into industry where he held senior operations and management positions within international manufacturing companies such as Marconi, the Volex Group and Matra-Marconi Space and board level positions in several SMEs supplying Automotive, Utilities, Aerospace and Defence sectors. He has over 25 years of experience in high technology product development and manufacturing with International business development experience gained in Western Europe, the USA and the Far East.

Soren Stakemann is the project owner of Getinge Online – the M2M-, Customer- and Service Platform from Getinge Infection Control. In addition to his role as project manager, Soren is responsible for development,design and implementation of Getinge Online. Soren has been working in the company since 2008 and with Getinge Online from its beginning. Getinge Online is developed and maintained in accordance with medical device software standards. Soren holds a M.Sc.E in International Technology Management from The Danish Institute of Technology, and a B.Sc.E in Electronics from The Engineering College of Copenhagen.

www.aftermarketeurope.com

Aftermarket Business Platform 2015

21

Manufacturing Business Platforms 2015 Calendar of Events Copperberg is the specialist events organiser for the Global Manufacturing industry. Dedicated for senior executives from global organisations - our events are giving you the tools to improve short term results whilst simultaneously designing robust future strategies.

2nd Annual Field Service Business Platform 2015

www.fieldserviceexcellence.com

June 2nd - 3rd, Amsterdam, Netherlands The Field Service Business Platform is designed to meet the challenges and needs of service and aftersales professionals from Europe and beyond. Packed with practical case studies from leading organizations within the manufacturing industry, this two day conference will focus on how to optimize the service division to turn it into a sustainable profit center. Topics discussed will revolve around mobility, workforce scheduling, predictive maintenance, and knowledge management to support field technicians and increase customer loyalty.

9th Annual Aftermarket Business Platform 2015

www.aftermarketeurope.com

October 21st - 23rd, The Netherlands The Aftermarket Business Platform is the leading European event for senior service executives, attracting 200+ participants from global organizations. Now in its 9th edition, the event focuses on current market challenges on how how manufacturing companies can increase growth revenues from their service divisions through success stories on the following topic: smart and connected products, spare parts, risk management, pricing, change management, competence development, service innovation, data, and total cost of ownership. Over the course of three days and plenty of networking opportunities, participants will be confronted with tools and solutions to current challenges as well as megatrends of the future.

1st Annual CFO Circle 2015

www.copperbergcircles.com

October 12th, Hannover, Germany By demand from our delegate network, we are delighted to present the most exclusive close-door CFO Circle for the Financial Chiefs of the Manufacturing industry. The Copperberg CFO Circle is designed around your needs, through extensive industry research. We offer you new perspectives, effective structured networking and a platform where you can share your successes, refine your skills and help shape the future.

1st Annual Enterprise Digital Transformation 2015

www.enditra.com

November 3 , 2015, Stockholm, Sweden We are proud to announce our inagural Enterprise Digital Transformation conference. Designed for C-Level executives coming from both the public and private sector, the conference will be looking at how companies can improve customer expirience, operational processes and inovate new business models by creating a holistic data driven organisation and developing digital capabilities. rd

1st Annual Conference of Things: Manufacturing 2015

www.conferenceofthings.com

November 26th - 27th, Stockholm, Sweden The Conference of Things: Manufacturing is the premier conference focusing purely on how the manufacturing industry must create a companywide business strategy to leverage on the Industrial Internet. The programme is being developed by an Advisory Board consisting of leading manufacturers like SKF, KONE, Alfa Laval, Sandvik, Konecranes, Husqvarna, ABB, and Wärtsilä.

4th Annual Spare Parts Business Platform 2016

www.sparepartseurope.com

February 3 - 4 , Stockholm, Sweden Spare Parts Business Platform will return in February 20116 for its fourth edition. Following an extremely successful event, the conference will once again gather senior spare parts executives for a two day event on how to optimize the spare parts process. The event will delve into topics such as parts pricing, logistics and forecast, piracy, obsolescence, centralization vs. decentralization of warehouses, inventory management. Participants last year came from all corners of Europe and offered plenty of networking opportunities to enhance sharing of experiences between peers. rd

th

4th Annual Manufacturing Pricing Excellence Platform 2016

www.pricingeurope.com

May, TBA The Manufacturing Pricing Excellence is designed to meet the needs of pricing decision makers from the Manufacturing industry from Europe and beyond. Packed with practical case studies from leading organizations across like BMW, LEGO, Eaton, Whirlpool, Assa Abloy, Monsanto, Novozymes, the conference brings up-to.date topics that any pricing professional can rely on. Effective Pricing Strategies, Change Management, Value Based Pricing, Pricing Confidence and Price Optimization are only few of the topics that are going to be discussed at the conference.

www.aftermarketeurope.com

22

Aftermarket Business Platform 2015

Our venue

Grand Hotel Huis ter Duin The Netherlands

Conference Venue – Grand Hotel Huis ter Duin, Noordwijk (20 minutes from Amsterdam Airport) Grand Hotel Huis ter Duin, a 5-star luxury hotel on the Noordwijk coast, has belonged to the Noorlander family for more than 30 years. The hotel is located only 20 minutes from Amsterdam Airport. Hotel history: In 1880 the local population in Noordwijk depended on fishing. The then mayor, Pické, thought that Noordwijk had more to offer than just fish. An elegant seaside resort would result in a better catch. In 1883 Pické broke ground on the highest point of the dunes and the Grand Hotel Huis ter Duin was opened in 1885. Today Grand Hotel Huis ter Duin consists of two parts: the Grand Hotel and the Nouvel Hotel. The Grand Hotel has five floors, of which four are equipped with hotel rooms. The Nouvel Hotel sprung up in 1990s and consists of 11 floors, of which nine are equipped with hotel rooms.

n CONFERENCE LOGISTICS How to get to Grand Hotel Huis ter Duin by Train-Bus: At Schiphol Airport you can take the train to Sassenheim. At Sassenheim change to Bus 361. The bus stop is close to Grand Hotel Huis ter Duin.

has been successfully processed providing you meet our delegate criteria. Please note, we do reserve the right to refuse applications from companies considered as “vendors” in this space.

General Information: The conference and evening events, including refreshments, is free of charge to invited delegates. Other costs such as travel, accommodation and general expenses are the responsibility of the individual delegate. Accomodation can be booked (if rooms are available) at the recommended Grand Hotel Huis ter Duin.

Attire: Business casual attire is recommended for the conference and evening events.

Registration: To register for the conference go to www.aftermarketeurope.com/register. Once you have submitted your information, we will send you final confirmation that your application

Event Coordination: If you have any general queries about the logistics of the conference, please contact: Malcolm Larri Email: [email protected] Tel: +46 8 650 02 70 Emilia Rollan Email: [email protected] Tel: +46 8 650 02 70

Address: Grand Hotel Huis ter Duin Koningin Astrid Boulevard 5 2202 BK Noordwijk aan zee, The Netherlands Tel: +31 (0)71-361 9220 Website: www.huisterduin.com

www.aftermarketeurope.com

23

Aftermarket Business Platform 2015

Information - stay updated Registration Fees - Please use the chart below to determine your registration fee 2015 Solutions

Conference

Full Networking*

Workshop

Service Mastery Day

Investment

Essential Solution

√

√

√

Inspirational Solution

√

√

Specific Solution

√

√

2,090€

1 day pass

√

√

1,690€

√

2,970€

√

2,680€

SMD

740€

* Full Networking includes cocktail reception, all networking breaks and lunches, one banquet dinner, and access to pre-event meeting system to book meetings with other participants

+

Team Send Program Our agenda is the perfect opportunity for you to bring a cross-functional team. When attending as a team of five or more you’ll receive additional benefits, including complimentary registrations or discounts.

Group Booking Offer! Book 1 = 0% discount Book 2 = 10% discount Book 3 = 15% discount Book 4 = 30% discount Book 6+ = 50% discount

Use code “BOOK 2, 3, 4, 5 or 6” in the message field and we will contact you for the additional attendees Email: [email protected]

Join our LinkedIn Group! (Aftermarket Europe Group)

+

Follow us on Twitter! Twitter: @Prod_Lifecycle

+

3 Easy ways to register:

or call hotline: + 46 8 651 10 90

Phone: +46 8 651 10 90

Email: [email protected]

Website: www.aftermarketeurope.com

+

TERMS & CONDITIONS

Your booking is binding. You may substitute a delegate at any time. Please note that substitutions are not permitted unless approved by the organizers. For all cancellations (without an approved substituted delegate) received in writing more than 5 business days prior to the event and, a €120 (+VAT) administrative fee will be charged and a credit voucher for the remaining amount will be issued. Credit vouchers may be used at any Midfield Media conference within one year of issuance. For cancellations less than 5 business days prior to the event, the full amount of the delegate pass is non-refundable. Full payment is due 10 days upon invoice and no later than 5 business days prior to the event. Delegates that have NOT submitted payment prior to the event will not be admitted to the event. Admittance is then only granted upon approval of credit card payment directly onsite.

www.aftermarketeurope.com

24

Aftermarket Business Platform 2015

Social Agenda

Service Jogging Club

Breakfast of Service Champions

Even at a conference, keep your mind AND your body in shape. For the early risers, the Service Jogging Club will meet for a refreshing run along the beach. “Everyday is a good day when you run.” Make sure your conference days start the best possible way.

Start your days with an amazing breakfast among your peers. Dedicated topic-specific tables will be allocated so you can enjoy a networking breakfast of business cards and ideas exchange.

Networking Breaks & Lunch

Evening Networking Program

Everyday, the conference will allocated time for networking breaks and lunch so you can refresh your mind, reflect on presentations, and exchange business cards. Make sure to make the most out of the breaks before the conference starts by scheduling private meetings with your peers and solution providers.

Enjoy our renowned networking activities during the evening networking programs, where 1-to-1 meetings, firestarters, team building activities, speed dating, and surprise activities ensure facilitated networking opportunities to meet peers and build important contacts. On the second evening, take part in the gala dinner with all of your peers.

www.aftermarketeurope.com

Aftermarket Business Platform 2015

25

Partner with Us in 2015 We tailor make your individual business suit to fit your specific business objectives Åsa Karphammar Senior Business Advisor Phone: +46 8 120 505 53 E-mail: [email protected] As Senior Business Advisor Åsa has been part of our Aftermarket team from the very beginning. She has developed our partnership program and her experience allows her to tailor make your individual business suit to fit your specific business objectives, this to ensure optimal business value for the partners and unforgettable events to the audience.

“This is an opportunity you simply cannot miss out on” As the leading forum in Europe, Aftermarket Business Platform is where serious industry players learn, interact, network and partner. Each year we invite a limited number of solution providers to discuss the most business critical aftermarket sales and service performance issues in order to find new ways to take this industry forward.

Benefits of becoming a Partner:

1

2

3

4

Associate Your brand with the #1 Aftermarket Business Platform

Generate new business opportunities with leading manufacturing organization

Benefit from Global Marketing coverage through our extensive manufacturing industry database

Be a part of business critical conversations that take this industry forward

Confirmed Partners for 2015

www.aftermarketeurope.com

© 2015 Copperberg. All rights reserved. For more information, email [email protected] or visit www.copperberg.com.

a event

Copperberg Sveavägen 159 113 46, Stockholm, Sweden Phone: +46 8 650 02 70 Fax: +46 8 441 07 93 Email: [email protected] www.copperberg.com