Conference Day 2: Wednesday 27 November 2013
Keynote: Achieving End-User Engagement to Increase Customer Satisfaction • How to become a customer focused organisation through effective workforce mobility • Improving efficiency and customer satisfaction with effective measuring and reporting • Working with your contractors to ensure the same KPIs, deliverables and SLAs are met • Implementing regular and effective training for all end-users Case Study: Leveraging M2M Solutions to Optimise Asset Management and Cost • Analysing M2M technology and its importance in the current complex FSM environment • Bringing together the right mix of satellite and cellular devices and services to ensure permanent connectivity • Discussing the long term health of assets and lower maintenance costs • Enhancing the safety of your workforce and reliability of systems with effective M2M solutions Case Study: Overcoming the Challenges of Effective OH&S Management for Field Staff • Linking OH&S processes into your FSM solution to eliminate paper processes and capture necessary details • Discussing the technical challenges of including questionnaires, signatures and capture of private data into your FSM processes • Enhancing safety for your work with this flexible electronic approach • Outlining the technical difficulties and how to overcome them Ensuring Staff Engagement from Inception of the Implementation Project with Effective Training and Involvement • Involving staff right from the beginning in all trials and test pilots to ensure quick uptake of the new system • Allowing staff input on everything from solution functionality to screen flows and the application’s look and feel • Rolling out the new solution combined with effective training of all staff with parts of your field staff • Considering lessons learnt from the initial rollout to improve acceptance and uptake of the entire staff Case Study: Remotely Managing all Devices in the Field to Ensure Security and 2-Way Communication • Achieving backend visibility of field devices and communication in order to detect faults as fast as possible • Gaining better control of when devices and assets need servicing to prevent malfunctions • Outlining how to best implement this into your existing processes and systems while ensuring high security levels • Allowing software updated and constant two-way communication Case Study: Effectively Overcoming the Challenges of Risk Management and Employer Engagement • Evaulating the benefits of accessibility of enterprise data versus security risks • Understanding the operational, financial and safety benefits of technology solutions and devices • Achieving breakthrough levels of performance by capturing the hearts and minds of employees • Exploring the differences between involvement and true engagement to influence employees Case Study: Achieving a Holistic FSM Approach to Align Business Processes with the Back-End Systems • Benefitting from data collection on field force work, performance and system performance • Mastering the data diagnostics side to be able to use real-time data to track valuable assets • Running frequent audits to identify and resolve weaknesses • Mastering the challenge of emergency job handling and scheduled work Case Study: Streamlining Field Force Processes to Ensure your Team Meets KPIs, Deliverables and SLAs • Utilising business process mapping in order to plan long-term mobility projects • Effectively managing dispatch of current jobs and scheduled maintenance works • Ensuring acceptance of technology and processes of older field staff • Improving dispatch management, monitoring and controlling of staff, processes and systems Strategic Service Planning: Moving Your Service Business from Reactive Mode into Proactive Mode • Utilising technology and streamlining business practices to improve post-sales service and support processes, analytics and management • Reengineering service chains for optimum performance and increased profitability • Forecasting and planning for future service demands to ensure maximum resource utilisation and satisfaction of customer and regulatory commitments • Gaining uninterrupted visibility into operational service performance and the link to customer satisfaction and retention • Determining necessary investments to bolster service performance, both from a day-to-day and a long-term service performance perspective
3