Conference Day 1: Tuesday 26 November 2013
International Keynote: Utilising FSM to Streamline Work Processes and Increase Productivity • Identifying how to design, identify and roll out the most effective FSM solution for your business • Combining scheduling, dispatching, inventory control, tracking and data management into one holistic FSM solution to increase the overall performance of the business • Mastering the challenge of constantly delivering more service and productivity for less • Understanding customer expectations and utilising them as guidelines to further improve your FSM processes and strategies Case Study: Creating a Lower Cost Operating Model while Maintaining High Levels of Service • Maximising the technical capabilities of your FSM solution in order to further improve productivity • Introducing reward mechanisms for staff in order to motivate and improve compliance with processes • Overcoming push-back from IT in regards to security, viability, choice of devices and solutions • Driving costs down by improving data capture and analysis to identify high costs centres and process weaknesses Case Study: Maximising Productivity and Cost Effectiveness by Working with Service Contractors • Evaluating the opportunities and challenges of outsourcing field force jobs • Cooperating with your partner to maintain high standard of customer service and customer satisfaction • Optimising cost, risk and out-tasking onsite service while maintaining control of the customer experience • Overcoming the challenge of capturing data from your partners by creating interfaces between the systems Panel Discussion: Pros and Cons of Access to Email, Data and Internet from Mobile Devices • Assessing the benefits of allowing full access to staff in the field via their device • Identifying the pitfalls and challenges of providing full access • How to work with the IT department regarding safety and technical restrictions while still achieving what’s best for the field staff • Driving employer engagement and acceptance Case Study: Utilising FSM as an Integrated Mobile Enterprise Application • Building a flexible, scalable, cost-effective mobile FSM application to make your existing business systems accessible anywhere and anytime • Connecting your field service team with sales, warehousing, dispatch and delivery to become the service provider of choice • Allowing scale to support growing numbers of users, devices and applications • Evaluating the potential of BOYD in order to reduce costs and increase user acceptance Case Study: Utilising FSM & Mobility Technology to drive business improvement • Implementing technology to manage workflow & drive standardised process • Leveraging of data transparency to improve productivity & efficiency • Big Data - Designing & implementing reports and KPI’s that work • Key learning’s to ensure successful implementation & change management Confirmed: Garry Newton, Service Operations Manager, Coates Hire Case Study: Understanding how to Put together the Business Case for FSM to Gain Approval and Budget • Building a business case that justifies the investment and demonstrates the long-term return • Understanding the technology landscape by exploring the hardware and software providers and prices • Selecting the solutions that will deliver value to your organisation • Demonstrating how FSM will improve productivity, cost efficiency and customer satisfaction Case Study: Benefiting from the Transparency and Cost Effectiveness of FSM • Providing a clear framework by establishing targets, KPIs and deliverables • Producing reports and conducting analysis of all algorithms to measure the performance of