Aftermarket Business Platform 2014

October 22nd – 24th 2014, The Grand Hotel Huis ter Duin, The Netherlands

PLUS

a

event

DRIVERS FOR

GROWTH

2014

Join us on:

#ameurope

Presents

Find out more at www.aftermarketeurope.com@ Aftermarket Europe Group

Twitter: @Prod_Lifecycle

8th Edition

Aftermarket Business Platform 20142

Content page

Conference programme 10

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21

Regulars

6 Testimonials Read what our past delegates and partners had to say about last year’s event, which was held in Copenhagen.

20 Become a partner Interested in partnering with us? Senior Business Advisor Åsa Karphammar gives you the key reasons why, ROI guaranteed.

22 Calendar of Events Copperberg is dedicated in bringing high quality events to the Manufacturing Industry. Take a look at what’s coming later this year.

Features

3 Conference Features Understand the features of this year’s event, what’s new, and for whom the event is researched and developed for.

4 Editor’s Note Read the editorial text and understand the theme for this year’s event: Drivers for Growth.

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The World of Manufacturing

Editorial Director Thomas Igou, [email protected], Creative Director and Website Development Robert Dahlqvist, [email protected], Marketing Director Malin Petterson, +46 8 000 92 91, [email protected], Senior Business Advisor Åsa karphammar, +46 8 120 505 53, [email protected], Copperberg AB, Lützengatan 2, 115 20 Stockholm, Sweden, Tel: +46 8 651 11 90, Fax:+46 8 441 07 93, Email: [email protected], www.copperberg.com

Copyright© Copperberg 2013. All rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright owner. All views expressed in this journal are those of the respective contributors and are not necessarily the opinions of the publisher, neither do the publishers endorse any of the claims made in the articles or the advertisements. Printed in Sweden

www.aftermarketeurope.com

Aftermarket Business Platform 2014 3

Conference – at a Glance


Day 114.45 Workshop Registration

15.00-17.00 How to achieve profitable and sustainable growth with services

17.00 Registration & Networking Cocktail

Day 208.15 Late Registration

08.35 Chairman Opening

08.40 Creating, Calculating, Communicating value

09.20 Growth readiness in the manufacturing industry

09.30 How to create a Service Strategy for profitable growth

10.00 Case Study: Change Management

10.30 Networking Coffee Break & 1-2-1 meetings

11.00 Tracks Servitization Competence & Knowledge Management Process & Framework

11.00 Made to service: compete through servitization A successful cultural transformation towards service Service as integral of CAPEX investment

11.25 Corporate Performance Management Containing information through KM Automation of the Service Process

11.50 From service innovators to mature market Mobile Workforce Management Vacon Wheel of Fortune

12.15 Q&A Panel Q&A Panel Q&A Panel

12.40 Networking Lunch and Thought Leader Luncheons

13.50 Executive Circles


15.00 Tracks Spare Parts Pricing Smart Services

15.30 Case Study India Value Based Pricing Proactive & Condition Based Maintenance

15.55 Availability: the KEY driver for growth Sales Growth Initiatives Leveraging consumer insight to enable IoT

16.20 Proactive Spare Parts Sales Availability: the KEY driver for growth Remote Service Management

16.45 Service Dealer Development Starting the Pricing Journey Strategic Smart Service

17.10 Q&A Panel Q&A Panel Q&A Panel

17:30 Networking Cocktail and 1-to-1 Meetings

19.30 Evening Networking Dinner

Day 308.50 Why the Internet of Things really is all about Service

09.30 From “box” to solution - it can’t be that difficult … right?


10.30 Tracks Service Innovation Data in the Aftermarket

10.30 Global Operate & Maintain business Installed Base

11.00 Growth through service agreements Master Data Management

11.30 Value of an Engineering Team Business Intelligence

12.00 Networking Lunch and Thought Leader Luncheons

12.55 Prize Draw and Winner Announced

13.00 Executive Circles

14.15 Exploring economic value

14.45 Customer Experience Management

15.15 Conclusions from the Chairman Kraft Schumann, Chairman ISLA e. V.

How can you be more efficient in your workplace?

By: Thomas Igou

A note from the editor Manufacturers have all engaged on a similar quest: grow their service revenues by expanding their market share. There is a clear and common understanding that working on more efficient processes and reducing internal costs is a good step, but not sustainable enough for the long term.

The main theme of the 8th edition of the Aftermarket Business Platform is Drivers for Growth. Over the course of three days and

through a series of workshops, keynotes, case studies, best practices, roundtable discussions and networking opportunities for benchmarking, the platform will offer you the tools to continue your Service Business’ transformation by getting ideas on how to develop, sell, and standardize your service all the while offering personalization to your customers with the most efficiency, scalabil-ity and reliability.

The program is designed in a way for you to custom-make your conference experience

by attending the sessions of your choice. Also take the opportunity to learn what you need to do now in order to compete tomor-row through insights of the digitalization of services. Listen how trends like Internet of Things, 3D Printing, Gamification or MOOC’s can offer opportunities for you to gain the competitive edge by optimizing predictive maintenance, temporary solutions for critical parts, or training programs for competence development initiatives.

What are your pressing issues for the year?

Continue the conversation with me on LinkedIn or Twitter.

There are many opportunities for service-oriented manufacturers to devise new and growth-oriented strategies by looking further into innovative service designs, value based selling, competence development, better usage of data and knowledge, and smart services.

Sincerely,

Thomas IgouThe Editor

“Create a strategy for profitable growth

http://www.linkedin.com/in/thomasigou

https://twitter.com/tomigou


“



Pre-Conference WorkshopsThis year, we will be hosting workshops on the Pre-Conference Day, to accommodate your needs to learn more and delve deeper into the topics. The workshops will approach strategic ways to achieve profitable and sustainable growth and innovative ways to sell services. Limited participants; cannot miss out!

KeynotesEach keynote is carefully selected for the breadth of experience in the Service business and their great story telling and futuristic views. Expect fresh and innovative ideas coupled with practical tools to implement straight back in the office.

TracksMost of the conference days will consist of topic focused, parallel tracks. These enable you to custom-make your conference experience according to your needs. Each track sessions will delve deep into a topic and end with a Q&A panel for intense interaction. Feel free to jump in and out of tracks, as well!

Executive CirclesOne of the most appreciated feature, the executive circles are where you can get your voice heard. Discuss and share your challenges, and build scenario solutions with your peers based on their experiences. The executive circles will take place both on Day 2 and Day 3 of the conference.

FirestartersA feature that was launched last year, designed for greater inter-action around rapid, visionary content. This year’s Firestarters will focus on futuristic trends that can already implemented to support your service offerings: 3D printing, Internet of Things, and Gamification.

Dinner BanquetAt the end of Day, we treat you to an exclusive and exquisite dinner with all of your peers. This feature allows you to continue discussion over great food and late into the evening, in a more relaxed atmosphere.

NetworkingPriceless. The event gathers senior professionals from several industry verticals that you would meet nowhere else; the event is designed to offer you great content to start networking with your peers. This year, we will offer you a platform on LinkedIn to continue the discussions post event.

2014 - Features

This event is researched and

developed

From:

• Automotive

• Marine

• Industrial Equipment

• Oil & Gas

• Process Automation

• Aerospace & Defence

• Consumer Electronics

• Railway

• HVAC

• Healthcare

• Mining

• Energy

• Pulp & Paper

For Heads/VPs/Directors:

• Aftermarket

• Services

• Aftersales

• Spare Parts

• Field Service

• Customer Support

• Business Development

• Sales

• MRO

• Service Networks

• Field Operations

• Preventive Maintenance

• Sales & Marketing


“If you haven’t at least found 10 new fruitful Business Contacts and one dozen new Ideas how to approach your business challenges, you have not been to the same conference ;-)”

- Michael Kübel, Vaillant Group

“The quality of information presented was exceptional. Individual who attended possess extensive knowledge related to aftermarket support”

- Patricia Miller, Thermo Fisher Scientific

“Very good conference. Well organized, networking was really very good. Enjoyed the discussions and different industries that were represented.”

- John Lynly, KONE Corporation

“The well architected program delivers valuable information from suppliers and consumers point of view. It provides all participants many opportunities to learn from other participants’ experience.”

- Bernd Stibi, Voith Paper

“Unique and inspirational set-up. Great to learn from peers in a collaborative environment.”

- Jo Pauwels, ABB

“The content of the conference was extremely relative to the conditions we are experiencing. I left the conference with a refreshed perspective and the encouragement to execute change.”

- Kelly Diedrich, JBT FoodTech

“The networking was my personal highlight due to a lot of very interesting people.”

- Jen Schiring, Siemens Switzerland Ltd.

“I sincerely appreciate the efforts put in by the Copperberg Team. The reception was wonderful”

- Sivaramakrishna Challa, Volvo India Pvt Ltd.

“Well organised event!”

- Ana Rita Dias, GE Power & Water

“Great congress, learned a lot and got new inspiration for growing my service and aftermarket business”

- Geert Hendriks, Eaton Industries B.V.

“Time well spent, thought provoking presentations, well-structured breakouts and networking opportunities”

- Ian Dowdle, Pall Europe

“Excellent opportunity to stay abreast of latest developments in the aftermarket space and to connect with peers in the industry.”

- Eric Zahrai, Eaton Corporation – Vehicle Group

“Professionally organized, good content with high networking focus. Good conference.”

- Steffen Saur, Vaillant

“This was my first attendance and was really impressed. Networking is so valuable, exchanging experiences, ideas, creating opportunities”

- Olivier Legrand, BouMatic

“All aspects are very good. Contents as well as organization.”

- Haijo Leeuwis, Goss Contiweb

“The right level of people to exchange ideas and gaining ideas to develop the future.”

- Thomas Radau, Deutz AG

“Great meeting with many interesting people and experience to share. Going to participate again.”

- Ketil Græe, TTS Marine AS

“High level of speakers and attendees make this a worthwhile experience”

- Rutger Jansen, Goss Contiweb





Speakers 2014

Kraft Schumann, Founding Member & Chairman, ISLASince 2008, Kraft has worked with many organizations as consultant doing jobs such as Interim Head of wind turbine service, consulting work in Service, Transport, Factoy Layout, Contracting etc; new structure for service department of a solar panel manufacturer, service/customer support systematic for a high-speed transportation company, complete new service unit for an electric engine producer to enter wind market Manifold Service / Service Logistics / transport optimisation projects as Senior Advisor, Service carve-out for a swiss manufacturer of oven-/heating-systems. Kraft also has a vast experience in logistics, having held senior positions in leading organizations within home appliance and machinery industries.

Rory Moore, B.Tech, MBA, Aftermarket Business Process Manager, Bosch RexrothRory has worked for Hägglunds Drives and Bosch Rexroth for the past 6 years developing and implementing Aftermarket business approaches, campaigns and strategies. Currently, Rory is working for a central organisation in Bosch Rexroth with responsibility for the global development of service solutions and strategies across the world. He has designed and implemented systems to support market development and commercial target setting. The common thread for all these system has been Installed Base and how it can be capitalized to ensure sustainable growth along with understanding the end-user and customer needs. Rory also works with the development of Global Service Sales campaigns for Bosch Rexroth and the design and implementa-tion of a Service Sales CRM system and business approach for Bosch Rexroth.

Thomas Radau, Head of Business Team Service, Deutz AGThomas Radau started his career as Service Techni-cian and electronic expert. After several year of experience with service jobs around the world and further education, he has more than 18 years of lead-ing Service & After Sales Teams. He spent the first 10 years in the compressed air and gas purification sector, where uptime is critical for customer. From 2006 till today, he has lead the After Sales of DEUTZ, a leading industrial Diesel Engine Manufacturer, with a Global Service Network of independent Distribu-tor and own Subsidiaries. Thomas picked up the challenge of the aftermarket of an industrial Engine Manufacturer where you compete with your engine customers, suppliers and a lot of other companies. Thomas managed sustained growth by providing more value for DEUTZ Customer and implement strategies to provide better Services and sell more Products around the world.

Matti Vappula, Director, Operations Development, Outotec Minerals ProcessingMatti Vappula has been working at Outotec since the beginning of 2011. During this time he has been contributing to establishment of Operate and Maintain business. In this his main contribution has initially been as enterprise architect to ensure remotely located sites can be supported for both their Operations and Maintenance needs. Overall Service Platform architectural strategy was created during this period, including remote support concept and related processes and tools. After building up the supporting teams he has transferred into Global Op-erations development role to ensure intact operating models are deployed across new and existing sites across various geographies. As Operate and Maintain is new business initiative to Outotec, development is ongoing and new practices are being developed and deployed constantly. Prior to Outotec Matti Vappula was working in various positions at Nokia, including 4,5 years of being based in Far East Asia establishing multiple off-shore deliveries for Nokia IT. Matti’s last assignment at Nokia was in Customer Care, in Online and Interactive Support. Matti Vappula holds Master of Science degree from the Finnish Military Academy.

Alexandre Marrot, Customer Service Director Business Solutions, Xerox Public TransportI started my career as customer service engineer in 1998 in the parking industry. During several years, I’ve operated on site in many countries for field operations. In 2001, I moved to Madrid as head of customer service for Schlumberger Urban Terminals and system for Spain and Portugal. In 2005, I took in charge the deployment and maintenance activity for parking enhanced solutions as program manager in Rome. From 2007 to 2008, as site manager in Copenhagen, I was managing the deployment of a ticketing system in Denmark. And since June 2008, I have been managing the customer service for Xerox Business services France, including after sales service, deployment service, (workshop and on site) maintenance, and service sales. I therefore am used to manage field operation and teams from a remote location, with customer satisfaction and service level agreement as main focus.

Frank Bunge, Global After Sales Service Director, Leica MicrosystemsAs Global After Sales Services Director, Frank has P&L responsibility for the After Sales business at Leica Microsystems. As important part of this role he is in charge for all service related initiatives and projects driving after sales services as corporate break thru initiative regarding quality and growth. In addition Frank is heading the company’s remote service program in optimizing customer satisfaction and reducing the equipment life-time costs as well as increasing efficiency and profitability of the Leica service organisation. Frank earned a master degree in economics from the University of the Army in Germany.

Timo Okkonen, Vice President Aftermarket Services, VaconTimo is an experienced aftermarket leader. He has been leading the Finnish sales team at Vacon for 4 years and global service for another 4 years, with a focus on service transformation and service business growth. He also has 10 years experience at ABB drives and motors in various positions within service, production, R&D, and sales. Timo has eMBA, qualification in engineering, marketing and business information technology.

Antony Bourne, Global Industry Director Manufacturing, IFSAs the Global Industry Director for Manufacturing at IFS, Antony’s responsibilities include monitoring trends within the industry, regularly updating industry analysts and working with customers/prospects to develop the application roadmap. Antony has over 20 years’ experience in the IT industry, including working in the manufacturing sector. Prior to joining IFS in 1997, he held Business Analyst positions with Ford Motor Company and AlliedSignal. During this time he implemented ERP applications as well as business process improvements.

Tony Abouzolof, Co-Founder & Global Sales, SyncronTony Abouzolof is one of the founders of the Syncron group and has more than 30 years’ experience in aftermarket supply chain man-agement. Over the years, he has enabled many leading manufacturing organizations to formulate global aftermarket supply chain strategies and managed successful implementations of large scale supply chain solutions. Mr. Abouzolof is a regular presenter at many conferences and seminars and he is well known for his leading views on various aspects of global aftermarket supply chain management.


Speakers 2014


Tim Baines, Professor, Aston Business SchoolProfessor Tim Baines leads Aston University’s research on servitization. He is an international authority on servitization, and works extensively with manufacturers to transformation their operations to compete through Product-Service Systems (PSS). Professor Baines has co-authored a book ‘Made to Serve: How manufacturers can compete through servitization and product-service systems’ and over 200 academic papers across the disciplines of man-agement and engineering. He is amongst the most frequently-cited authors on servitization and Product-Service Systems. Experienced in a wide range of industrial engineering, technology management, and manufacturing management disciplines, he works with the leading companies in his field including Rolls-Royce, Caterpillar, Alstom, MAN and Xerox. His career started with a technician apprenticeship, and has progressed through a variety of industrial and academic positions, including that of Visiting Scholar within the Centre for Technology, Policy and Industrial Development at the Massachusetts Institute of Technology. He is a Chartered Engineer and a Fellow of both the Institution of Mechanical Engineers and the Institution of Engineers and Technologists.

Markus Kellermann, Product & Price Management, MAN Trucks & BusMarkus holds a degree in business administration and has 17+ years of experience within the spare parts business. He served in several positions in sales, marketing and product management at major companies in the automotive business including Bosch, ThyssenKrupp, Bilstein and Knorr-Bremse. At MAN Truck & Bus headquarters in Munich he heads the product management and pricing of MAN Genuine Parts covering strategic development, positioning and optimization of MAN Genuine Parts worldwide. In this function he is responsible for a turnover of more than 1.4 bn€ and is the largest contributor to the company’s profit. Markus now works for more than seven years for MAN Truck & Bus AG.

Karl Geffken, Director of Marketing, Medtronic Global ServicesKarl Geffken is a marketing director for Medtron-ic’s Surgical Technologies business. At Medtron-ic, he leads worldwide marketing strategies for Global Services. Karl started his career in 1984 as a financial analyst at Hewlett-Packard 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 Uni-versity; both located in Pennsylvania. He currently resides near Boston, Massachusetts.

Koen D’Haeyer, Senior Manager Technical Service Support & Service Development, LelyIr. Koen D’Haeyer MBA, (*1975, BE) started his carreer in several management positions in small or medium sized companies in food and environmental industries. From 2005 to 2009 he turned over the company of his family (subcontracting, mecha-tronica) and brought it into a group of companies. In 2010 he joined Lely out of his passion for innovation in agriculture and its challenges on servitization.

Maarten Wijnheijmer, Global Aftermarket Director, Howden Compressors DivisionMaarten joined Howden with the acquisition of Thomassen Compression Systems in 2011. He joined Thomassen in 2003, where he started as Business Unit Manager Service and later was appointed Direc-tor Sales & Service. Previously he was the General Manager of HITT Traffic. He has also worked at Thales Nederland as a Director for industrial cooperation programs and Business Unit Manager Electro-Optics. He has a MA Public Management with a specialization in international affairs.

Juha Ojala, Senior Manager, Concept Development, ValmetJuha Ojala is an industrial services business development professional with over ten years of experience in Valmet’s global service opera-tions. He is a strong proponent of agreement based business models as a means to escape the commodity trap and to create new business opportunities. In his current position he is the key person in agreement business strategy execution in Valmet Services. Previously in Valmet Juha has contributed to e.g. conceptualizing services for new lines, development of value quantification methods and tools, and maintenance outsourcing business development (as a management team member of maintenance outsourcing business unit). Juha is also a management group member of Future Industrial Services – 40 M€ research program of FIMECC promoting the adoption and expansion of service business in technology-based industrial firms. Juha enjoyes business trips and also visiting new countries in his free time. He holds a Master of Science degree from Helsinki University of Technology. You can reach him at [email protected].

Stefan Hatt, Group Vice President - Global Head of Service, ABB Power SystemsStefan Hatt holds a MSc in Engineering from the Swiss Federal Institute of Technology (ETHZ), Zurich and an MBA from HSG St Gallen/University of Michigan, Ann Arbor. He started his career in 1989 with Mazda Motor Corporation, Sulzer and ABB, where he was in various operational and functional roles. After moving to Alstom in 2000, he held positions in sales/tendering, his last one with global responsibility for turn-key power plants. Starting 2004, Stefan Hatt led the service unit of Atel-Alpiq, a European utility with focus on utilities and industries in generation, transmission and distribution. From 2006 to 2009, he was heading global sales & marketing of ABB’s power & water business with focus on electrical, instrumentation and controls. Presently, he has the global respon-sibility for the service business of ABB’s Power Systems Division.

Rohan Richards, Director of Business Innovation & Principal Consultant, EricssonMr. Rohan Richards is a Director of Innovation and Principal Consultant in Ericsson’s Strategic Initiative Xeleration Group. He is committed to supporting tele-communication operators, governments and enter-prises in adopting of information and communication technology (ICT) to enable a sustainable, low-carbon economy. He works collaboratively with research agencies and industry partners to define, realize and commercialize innovations related to Internet of Tim-ing (IoT) to enable a sustainable, networked society. His experience has included smart cities, connected homes, connected transport, connected utilities, connected agriculture. Mr. Richards has over 15 years in strategy consulting, business development and marketing roles within the IT, telecommunications and services industries. Currently based in Melbourne Australia, he works globally and has had experi-ence at working with customers across Asia Pacific, Europe, Americas, Middle East and Africa.

Måns Isacsson, Service Development Manager Nordic, SKFMåns Isacsson has been working in SKF sales and service organization for 11 years where he has held different roles such as application engineering manager, service manager and the last 3 years as service sales development manager in Nordic. Måns has a M. Sc. In Physics and Tech. Lic. in Fracture Mechanics. Previous positions has been as development manager and techinical manager at Ericsson Network Technologies. Måns has through the years in SKF worked with documentation of value of SKF solutions using SKF special designed software, SKF Documented Solutions Program.


Speakers 2014


Wojtek Bulatowicz, Senior Manager of Services & Solutions, Welch AllynFor over 15 years Wojtek Bulatowicz has been managing global services through all stages of the lifecycle – strategic planning, design, implementation, delivery, and sales. When with Hewlett Packard he has been WW Product Manager for eSupport and Case Exchange, and managing Global Business Process Architecture team. Currently, he is with Welch Allyn managing its Services and Solutions organization in Europe, Middle East, and Indian Subcontinent. He is Polish national, after spending 20 year in the United States, he just moved to the Netherlands and is based in Leiden – Welch Allyn’s European and Middle East Headquarters.

Oscar Sanz de Acedo, Aftermarket Engineering Leader EMEA, Thermo King - Ingersoll RandOscar is an industrial engineer from the public Univer-sity of Navarra. In his current role he leads a team of 4 people as part of a global team of 14, who work on two main areas: any projects related with Aftermarket (supersessions, productivity, different tier offering); work with product development groups to assure aftermarket goals are created and met. He has been at Ingersoll Rand since 2005. Previously, he worked with Vaillant Group and BSH Home Appliances.

Harish Gera, Parts Head, CLAAS IndiaHarish has been Involved in aftermarket support for the last 25 years. He has made customer satisfaction level reach 95%, repeat customers are 50% ,and organization balance sheet healthier. He is capable of improving image of the organization and ensuring exceptionality in support against competition. He has worked in construction and agriculture industries (JCB, TEREX and CLAAS INDIA). Being business head, he has ensured through innovation ideas to bring down employees cost by 50%.

Prof. Dr. Elgar Fleisch, ETH ZurichElgar Fleisch, Professor of Information and Tech-nology Management at the University of St. Gallen (HSG) and director at the Institute of Technology Management, as well as Professor of Information Management at the Department for Management, Technology und Economy at the ETH Zurich. In his research, Elgar Fleisch and his team aim at understanding and designing the ongoing merge between the physical and digital world, a vision that was recently coined the “Internet of Things / Cyber Physical Systems.”

Johan Östlin, Pricing Consultancy Manager, SyncronJohan Östlin has developed his pricing expertise in aftermarket operations at multinational manufacturing companies managing the implementation of value-based pricing solutions. Johan is specialized in strategic and operational pricing, margin leakage management, governance, process optimization and change management. Over the years, he has designed and implemented a variety of pricing processes systems and since 2011 he act as the Pricing Consultancy manager of Syncron. Johan holds a Ph.D. in Aftermarket Solutions from the Institute of Technology at Linköping University.


14.45 Workshop Registration

15.00 Workshops A & B

17.00 Registration & Networking CocktailIn this opening networking session, participants will be involved in ice-breaking activities. Cocktails and nibbles will be served. Business casual and business cards required.Hosted by: HCL

Program 2014

Day 1 is a great opportunity to break the ice and focus on networking, all in a relaxed atmosphere. Fun networking activities are planned for you to meet as many peers as possible, and you will also have the possibility to begin your 1-to-1 meetings.

The Opening Cocktail

We start with

Day 1 - 22nd October

+


n A: How to achieve profitable and sustainable growth with servicesDuring this Executive Forum Session senior service executives will be discussing their key challenges and successes in their transformation towards becoming a profitable and sustainable service business. Service Executives will have the unique opportunity to share their challenges with a panel of other executives and experienced consultants. In addition, key success formula’s such as the brand driven service strategy and the service transformation methodology will be used to answer the key questions. Topics may include:

n B: How can you be more efficient in your work-place?This is a common question, and in this workshop you will see practical examples of where modern applications can be used to increase efficiency and possibly open up new types of aftermarket services, including Augmented Reality, Corporate Performance Management and Mobile Service Management.

Antony Bourne, Global Industry Director Manufacturing, IFS

Discussion Points:

•Howtogetbuy-infromtheC-suiteforaservicetransformation

•Howtoassessthemarketpotentialforadvancedservices

•Howtodevelopaprofitableandsustainableservicestrategy

•Howtodefineandimplementaservicetransformation programme

•ParticipantswillbeinterviewedpriortotheExecutiveForum Session to ensure the most relevant challenges will be discussed

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Hilbrand Rustema, Managing Director of Noventum Service Management


08.35 Chairman Kraft Schumann, Chairman ISLA e. V. Opening Remarks

Discussion Points:

•AnAftermarketStrategyisnotonlyaboutsellingreplacement parts; how to create even more value for customers through the life cycle of your products or services for that customer

•Companieswhohaveavalue-basedsalesstrategyare30percent more profitable than ones that have weak execution on value, and are 35 percent better off than those that follow a cost or market share driven strategy

•Customerswhoareconvincedtobuyonvaluearehappier,and customers that buy based on best value are 36% more profitable

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Keynote sessions

n 08.40 Creating, Calculating, Communicating your value in the Aftermarket so that you can profit from Value CreatedHow does one get paid for value created? Since the financial benefits of value creation and pricing are well known, why is it that so many companies do not achieve the results they want after they have done the work to create something that is of value? For those that do invest and create customer value, it is time to do the work to capture that value!

08.15 Late Registration

Day 2 - 23rd October

n 09.30 How to create a Service Strategy for profitable growthIn 2012, Aftermarket leadership of Howden’s compressor division recognized that the aftermarket business rep-resented an area of growth and profit potential that can only be realized through the definition of a good service strategy followed by successful implementation and the achievement of operational excellence in service opera-tions. The session will explain how the leadership team defined the strategy and how they started the Service Transformation journey.

Discussion Points:

•Theprocessofdefiningagoodstrategyrequiresdevelopinga deep understanding of the potential for growth and productivity improvement as well as the potential challenges or risks, by all stakeholders involved

•Thevisionandmissionoftheservicebusinessmaybedriven by a different logic than the product or technology that managers of the company may see as its core competency

•Theservicetransformationplanconsistofaseriesof projects ran in parallel which should be ambitious enough to deliver quick results but should also result in the structural changes needed to achieve sustainable success

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n 10.00 Case Study: Change Management towards a full Service companyChanging from a product oriented manufacturer to a customer centric service provider is a challenge. Change management is a necessary tool to approach a shift in mentality within the organization and truly balance out revenue growth from the product and aftersales divisions.

Discussion Points:

•ChallengesofbuildingupaServiceDivisionanddevelop from a product-oriented manufacturer to a customer-focused network

•Strategybehindthetransformation

•Competencedevelopment:howtodeveloptraininginitiatives to spread internally a culture of world class service

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Måns Isacsson, Service Development Manager Nordic Region, SKF

Maarten Wijnheijmer, Global Aftermarket Director, Howden Compressors Division

n 09.20 Growth readiness in the manufacturing industryNoventum’s 2013 Research on Drivers for Growth showed that companies that have, on top of the ‘’common’’ growth strategies, services on their strategic agenda, achieve higher growth rates and profit margins. As a next step Noventum and Copperberg decided to join forces to find out to what extent today’s manufacturing companies are ready to uncover their growth potential. The research was based on the nine elements of a successful service strategy.

Hilbrand Rustema, Managing Director, Noventum


n 11.00 Made to serve: How manufacturers can compete through servitization and product-service systems

Manufacturing and service industries are often seen as largely independent. Whether discussing national economies, business classifications, education, training or employment, they tend to be thought of as separate. Yet manufacturers themselves can base their competitive strategies on services, and the process through which this is achieved is commonly known as ser-vitization. Icons in this world are companies such as Rolls Royce Aerospace, Xerox and Alstom. These all offer advanced services incorporating maintenance, repair and over-haul contracts where revenue generation is directly linked to asset availability, reliability and performance.•Servitization:convincingcommercial benefits, compelling environmental arguments, and immense opportunities•Whataretheleadingpracticesand technologies that deliver success?•Howrelevantisthisconceptbeyonda few large organizations?

Tim Baines, Professor, Aston Business School

n 11.25 Corporate Performance Management

Combining enterprise management and enter-prise intelligence, CPM enables organizations to map, monitor and manage business strategy & processes coherently across multiple divisions, sites and a fragmented IT landscape. The benefits of this include:•Uniquemanagementcockpits•Powerfulcomplexeventprocessing•Actionablemanagementinformation

Antony Bourne, Global Industry Director Manufacturing, IFS

n 11.00 Case Study - A successful cultural transformation towards service at ABB

Manufacturers strive to change their cultural mindset to truly transform from product manufacturer to service provider. However, what are the opportunities and challenges to transform an industrial company into a service-oriented enterprise? How to over-come the roadblocks, including a cultural change process? Listen in on ABB’s key steps to observe.•Howcanadditionalbusinessbecreated beyond the existing business offerings?•Directandindirectbenefitsforan industrial company to increase service business•LearningsfromABB’sroadmap

Stefan Hatt, Group Vice President - Global Head of Service, ABB Power Systems

n 11.25 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.•Whatitknowledgemanagement,and what is its importance in relation to aftersales activities?•Whatareknowledgemanagement tools that support the aftermarket function?•Howcanyoumapoutaprocesstoensure clear roles and responsibilities and ensure the right knowledge is captured, organized, shared and analysed?

n 11.00 Service as integral of CAPEX investment

Service is starting at the time when the project is in feasibility phase. But we often forget the importance of engagement of service providers at this time. An early engagement allows a better analysis of the operational costs, the resource requirements, and continuous improvement models to be applied. Starting with Service Partner-ships early impact the effectiveness and efficiency.•Transactionalrelationshipsversa partnerships•WhenshalltheServicediscussions start in a project?•Costreductionversaimproved efficiency•Productsupplierandremoteservice/ diagnostics as part of the CAPEX investment

Regina Roos, Account Management Sales Service Management

n 11.25 Automation of the Service Process

How to standardize your process in order to avoid exploding costs, eroding profit mar-gins, increased operational complexity and risk, and underleveraged partnerships. And how to adopt a continuous improvement mentality to always stay on top.•Developingandtrackingacommon strategy covering various Service Business Models•ContinuousImprovementandbench- marking efforts to always stay on stop•ExecutiveLeadership:theneedforvisible leadership that displays behaviour and holds people accountable

+ 11.00 - 12.40 Track 1:

Servitization+ 11.00 - 12.40 Track 2:

Competence & Knowledge Management+ 11.00 - 12.40 Track 3:

Process & Framework

Room 1 Room 2 Room 3

Track sessions


n 10.30 Networking Break and 1-to-1 Meetings


n 11.50 From service innovators to mature market service leadership, through seg-mentation and continuous improvement

This session brings a testimonial of servitization in a fast moving environment. Through successful innovations, Lely has grown rapidly towards market leadership in some significant segments of agricultural automated solu-tions. The aftermarket services offered by Lely needed to develop from being oriented on early adoption towards meeting the demand of the majority. Pro-active segmentation and contin-uous improvement programs were and are key in offering Lely a healthy recurrent business and market leadership on service. Big Data analysis formed a base for smart decision making.•Investmentsonpro-activedesignfor service and continuous improvements processes pay off•BasicBigDataanalysisofferyoua good base for smart, fast and effective decision making•Aftermarketsegmentationmodels helps management and organizations to understand the need to speed up change

Koen D’Haeyer, Senior Manager Technical Service Support and Service Development, Lely

n 12.15 Q&A Panel

In this session, the speakers from the track will be back on stage to answer questions from the audience and from the track leader. This is your opportunity to dig deeper and get the answers you want.

n 11.50 Mobile Workforce Management at Xerox Public Transport

Modern technology allows field engineers on the front line to be constantly connected to the back office. However, what are the true constraints and benefits of a mobile workforce, and how to set up the tools and the organization? And, how to manage a team from a remote location?•IsMobileWorkforceaconstrainttoen sure SLA’s or an opportunity to improve a service offer and customer retention?•Howtoensuremanagementand communication with the team and correct reporting?•Howtoprovidetherelevanttoolsand information to the field engineer for efficient operations?•MobileWorkforceaspartofaservice offer: tools and opportunity to integrate the field service in a global support and service offer and how to involve more the customer to decrease field operation costs

Alexandre Marrot, Customer Service Director Business Solutions, Xerox Public Transport

n 12.15 Q&A Panel


n 11.50 Vacon Wheel of Fortune: Services as strategic perspective

Vacon recognizes that to retain and even get new customers, they must focus on the customer experience throughout and beyond the lifecycle of their drive and solu-tions. It’s all about the experience Vacon delivers through product, services, and people. Services as a strategic perspec-tive introduces tools to develop services supply (products + services) that match the customer need.•Servicesasstrategicperspectiveto help customers generate value in different phases of their processes•Howtocreateaspecificapproachfor each channel so that service supply can match customer needs•StrategicDevelopmentforEcosystem: Vacon, subsidiaries, partners and customers

Timo Okkonen, Vice President Aftermarket Services, Vacon

n 12.15 Q&A Panel


+ Track 1:

Servitization+ Track 2:

Competence & Knowledge Management+ Track 3:

Process & Framework


n 12.40 Networking Lunch and Thought Leader Luncheons

The Roundtable Discussions are your opportunity to get your voice heard. In a stimulating work atmosphere, the participants discuss new perspectives and ideas. After 40 minutes at one table, the discussions end and the participants move on to the next discussion table of their choice. You will experience intensive discussions, share innovative ideas and identify practical solutions. Some of the topics that will be discussed (subject to change):

+ 13.50 Executive Circles

Design for Service Parts Forecasting Value Based Pricing Spare Parts Inventory Management

Business Transformation – from product to service minded

Master Data Management in the Aftermarket

Demonstrating your Total Cost of Ownership

Aftermarket Supply Chain Optimization

Track sessions



n 15.30 Case Study India - Improving availability with minimum logistic cost

Spare parts logistics is a complex and costly challenge to many organizations. Being able to enhancing the inventory management is a great tool to lower the costs associated with spare parts logistics.•Howtoimproveavailabilityreach and revenue and reduce your logistic (inbound & outbound) cost•BestPracticefromsparepartsoperations in a complex Indian market•Howtochallengelogisticcostsand inventory management

Harish Gera, Parts Head, CLAAS India

n 15.30 Value Based Pricing - from sketch to value

From a simple cable strap to a complete engine - how to transform a not even remotely comprehensible variety of 200 000+ products with historically grown prices into a sustain-able and structured value based pricing.•Initialsituationandchallenges-howto start the journey?•Howtotransformastrategypaperinto reality?•Howtohandlequantityandcomplexity of a spare parts portfolio?•Whatisthemarketvalueforeachof the 200 000+ parts?•Istheresomethinglikeapriceelasticity of demand for spare parts?

Markus Kellermann, Head of Product & Price Management, MAN Truck & Bus AG

n 15.55 Sales Growth Initiatives: Linking Customer Value to Pricing Excellence

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.•Stepstoconsiderforbecomingamore customer facing organization•Tools,tipsandtechniquestoidentify and quantify real customer value•Trainingtheorganizationtomovethe discussion from price to value

n 15.30 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.•Howtobemoreproactiveandincrease uptime for greater customer satisfaction •Howtocalculatethevalueofaproactive maintenance action?•Win-WinSituation:pro-activebreakdown avoidance and predictable service events

+ Track 4:

Spare Parts+ Track 5:

Pricing+ Track 6:

Smart Services



Track sessions


n 15.55 Leveraging consumer insight to enable Internet of Things service growth in a sustainable, networked society

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.•Changingconsumertrendsandmobile device habits driving the growth on Internet of Things•Smartcityapplicationsandcasestudies for the IOT opportunity•Applicationsandbusinessopportunities of Internet of things to drive sustainable networked society•HowEricssonidentifiesandincubates business Innovations in this space

Rohan Richards, Director of Business Innovation & Principal Consultant, Ericsson

n 15.55 Availability: the KEY driver for growth

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 in order to increase parts availability•Whyavailabilitymattersandhowitcan help with aftermarket growth•Focusshouldbeonavailabilityacrossthe whole supply chain•Availabilityatthepointofusei.e.atthe service station, the maintenance station or dealer•Howtosupplementavailabilitywith speed, i.e. fast deliveries of urgent parts when needed•Howtoachievehighlevelsofavailability with minimum investment in people and inventories•Realcustomerexamples

Tony Abouzolof, Co-Founder & Global Sales, Syncron


n 16.20 Sales growth initiatives using a proactive approach on spare parts

Manufacturers have understood the potential of the aftermarket and many are steering their growth strategies towards this direction. However, how do you bridge the gap between strategy and reality? How to develop aftermarket to the next level? What are the tools to enable your sales force to have a proactive approach and truly increase revenue from the aftermarket?•Howtransparencyoftheinstalledfleet helps to identify low hanging fruits for aftermarket business•Estimationofcurrentmarketpenetration•Factsdrivensalesapproachandapplied methods

n 17.30 Networking Cocktail and 1-to-1 Meetings

n 16.45 Service Dealer Development

Having the right part at the right place at the right time is of great essence. To accomplish this cycle, it is also critical to have a well planned out dealer development to support the spare parts supply chain.•Howtolineintegratea3rd party owned dealer network in the Aftermarket Strategy•WhatKPI’saremeasuredtoensurethe dealers work along the goals?•Whatmeasuresarelaunchedtogaining market share?

Thomas Radau, Head of Business Team Service, Deutz AG

n 17.10 Q&A Panel


n 16.45 Starting the “Pricing Journey”: how to change the mindset in the Service Division

Pricing is a topic many people have done for years and they got used to the existing processes and tools. Getting them out of their comfort-zone and changing their way to work is a challenge in every company. •Createawarenessfortheimpactof pricing•Increasepricingcapabilities•Makethechangesustainable

n 17.10 Q&A Panel


n 16.45 Strategic Smart Services

Technological breakthroughs allow manu-facturers to truly develop their service offer-ings and offer unique value propositions. However, a revenue generating Service Division will be successful depending on the strategy decided.•SelfService:whatshouldyouletyour customers do, without losing potential service revenue•Whattypeofsmartservicesshouldyou incorporate in your service level agreements, and how to price them?•Doyouhavetheworkforcetosupport smart service offerings?

n 17.10 Q&A Panel


+ Track 4:

Spare Parts+ Track 5:

Pricing+ Track 6:

Smart Services


19.30 Evening Networking DinnerJoin our evening networking dinner. In a relaxed atmosphere, continue the discussion from the day’s sessions and roundtables, exchange business cards and build your personal network around a splendid meal.

+

Track sessions


n 16.20 Strategies for the deployment of remote services with pro-active break-down avoidance and value added services

Implementation of remote service and Con-nected Product initiatives require a program approach to manage internal and external stakeholders, like R&D, Product Manage-ment, Marketing, IT, software and hardware suppliers and customers. Key to a successful program is that the right KPI’s are identified and can be measured to obtain information and alerts avoiding break-downs pro-actively and to become predicted with service require-ments. Roles, responsibilities and ownership need to be defined in an early stage of the project and regularly amended if required.•HowandwhentodefineKPI’s•Whoshouldtakewhatroleintheprocess•Howtogetbuy-infromallstake-holders

Frank Bunge, Global After Sales Service Director, Leica Microsystems

n 16.20 Where and how to take a pricing advantage of superior inventory availability

Many of us knnow 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?•WhyGlobalPricingisnecessaryand beneficial for companies•Howtodevelopandimplementa Global Pricing operation•Howtodefinetherightprocesses•Howtochoosetherightsoftware

Johan Östlin, Pricing Consultancy Manager, Syncron



Discussion Points:

•Servicecommercializationforsomecompaniesmaybea matter of survival

•Moveintosalesofservicesmustbesupportedthroughoutall levels and functions within the entire company

•Solutionlifecycletendstobelongerthanselling“abox”

+

Keynote sessions

n 09.30 From “box” to solution - it can’t be that difficult … right?Many manufacturers, including medical device com-panies evolve their products and recognize that their business has changed - in order to stay on the top they must provide solutions and that means they have to productize services. The session will focus on what it takes to move from a “box focus” - focus on sale of devices only, to selling solutions including services.

Day 3 - 24th October


Wojtek Bulatowicz, Senior Manager of Services & Solutions, Welch Allyn

Discussion Points:

•TheroleofITinBusinessModelInnovation

•Abriefnon-techintrototheInternetofThings-guidedby case examples

•TheInternetofThingsBusinessModelFormula

•Outlook

+n 08.50 Why the Internet of Things really is all about ServiceThe Internet of Things, or IoT, is one of the buzz words of the moment while at the same time many analysts predict how many devices will be connected to the internet in the near future (reaching staggering numbers, in the billions). IoT is a phenomenon that is expected to impact many, or all, industry verticals from home entertainment to retail, and healthcare to smart cities. However, what is really the Internet of Things, and how can it benefit the manufacturing industry?

Prof. Dr. Elgar Fleisch, ETH Zurich, D-MTEC

n 11.00 Growth through service agreements

Agreement based business models offer a way to differentiate and to grow in industrial services. This session covers the best examples and lessons learnt from Valmet Services.•Addvaluewithagreementsandescapethecommoditytrap•Createnewbusinessopportunitiesandtopcustomershipswith agreement based business models•Lessonslearnt:howtosucceedinagreementbusiness

Juha Ojala, Senior Manager Concept Development, Valmet

n 11.30 Added value of a dedicated Aftermarket Engineering Team - Thermo King Case Study

The session will provide an insight into Thermo King’s aftermarket business and the added value of having a dedicated Engineering Team.•Importanceofincludingaftermarketatproductandservice conception•Creatingvalueforcustomerwithparts:captivityassociatedto value•Goodpracticestoreducepartnumbersonoffer

Oscar Sanz de Acedo, Aftermarket Engineering Leader, EMEA, Thermo King - Ingersoll Rand

n 11.00 Effective aftermarket strategy through Master Data Management

Data is a central part of a successful aftermarket strategy. In order to have World Class Service and better serve customers, to offer value based pricing, to optimize spare parts process, or any functionality of the aftermarket, it is essential to have the tools and support to collect, aggregate, match, consolidate, quality-assure, persist and distribute.•Devisingamasterdataprocesstosupportthecollection, aggregation and distribution of data•ITSolutionsandtoolsforasuccessfulmasterdata management•Benefitsofcentrallyadministeredinformationtosynchronize key information needed in the end-to-end process

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.•SocialmediaandBigDatatocollectcustomerneedsand expectations•HowtoreapthebenefitfromaproperBIfunctioninthe aftermarket and grow the spare parts business•Howtocreatevalueaddedassetsfromexistingdata


n 10.30 Establishing a global Operate & Maintain business in the metals and minerals industry

During the session, Outotec will share its journey from technology provider to establishing the Operate and Maintain business. The focus is on global management of geographically scattered sites in challenging environments and the role of information management.•Rampinguplongtermservicecontractbusinessmodels•KeydriversfortheOperateandMaintainbusiness•Theroleofinformationmanagement

Matti Vappula, Director, Operations Development, Outotec Minerals Processing

n 10.30 Installed Base - Revenue Target Setting and Market Modelling

The session will explain how Installed Base information can be used as a basis for calculating your market potential for Service and Af-termarket revenues. It will also demonstrate how such data can be used to create a market model in which the users can play around with various different market variables and scenarios thus assist-ing with defining realistic growth targets based on specific product, industry and market approaches.•WhatisInstalledBase...•WheredoIgetthisinformation?•HowdoIuseitto‘model’myactualservicemarket?•HowdoIcapitalizeonthis?

Rory Moore, Aftermarket Business Process Manager, Bosch Rexroth

+ 10.30 - 12.00 Track 7:

Service Innovation+ 10.30 - 12.00 Track 7:

Data in the Aftermarket

Room 1 Room 2

Track sessions

n 12.00 Networking Lunch and Thought Leader Luncheonsn 12.55 Prize Draw and Winner Announced



Keynote sessions

n 14.15 Exploring economic value to enhance your service offeringsThis presentation will explore how economic value is defined and used in the context of enhancing service offerings at Medtronic Global Services. A case study approach will be used to explore aspects of economic value from a strategic marketing initiative to the practical applications in existing service products.

The Roundtable Discussions are your opportunity to get your voice heard. In a stimulating work atmosphere, the participants discuss new perspectives and ideas. After 40 minutes at one table, the discussions end and the participants move on to the next discussion table of their choice. You will experience intensive discussions, share innovative ideas and identify practical solutions. Some of the topics that will be discussed (subject to change):

+ 13.00 Executive Circles

Global Training of Service Engineers How can aftersales get more weight in the organization Strategies behind Service Transformation

Selling services in growth markets How to manage smart devices Implementation of a value based pricing approach

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

Discussion Points:

•Definingeconomicvalue

•Usingamulti-stepprocessforexploringeconomicvalue

•Prioritizingcurrentandnewservices

•Articulatingeconomicvalue

+

n 14.45 Customer Experience ManagementManufacturers understand that their greatest strength comes from their installed base. As such, being able to enhance the customer experience of an organization’s installed base is critical to pave the way for long term success.

Discussion Points:

•Learnhowtodevelopastrategythatnurturescustomer experiences for long term success

•Howtochangethemindsetinternally,fromthefrontlineto the back office, and put the customer in focus

•Howtoharnessservicedeliverytocreateasustainable competitive advantage

+

15.15 Conclusions from the Chairman Kraft Schumann, Chairman ISLA e. V.


Karl Geffken, Director of Marketing, Medtronic Global Services

About usWorld for ManufacturingCopperberg is the specialist events organiser for the Global Manufacturing industry. Created for senior executives from global organisations - our events are giving you the tools to improve short term results whilst simultaneously designing robust future strategies.

Power of KnowledgeOur platforms provide you with the perfect combination of networking and education. We give you leading edge ideas, innovative case studies filled with key insights from leading organizations combined with hundreds of minutes of organized networking.

Building for the

future“As long as no human, no organization, is 100% satisfied, our strive to create the best business platforms continues

“

Herbert Spencer once said: “The great aim of education is not knowledge, but action”

On a daily basis we work hard to improve, develop and innovate our conference concepts in order to ensure the best hands-on, real life strategies for all our attendees.

When you exit the door after attending one of our events our ambition is that you should know how to convert the ideas, networking and thought leadership sessions into real life action and organizational growth, and that you have created a network of industry peers that lasts a lifetime.

Our team is headquartered in Stockholm, Sweden, or as one of our key note speakers once said – “the epicenter of Industrial manufacturing”.

The Copperberg team is characterized by its experienced members with great knowledge who design events to make a difference.

And we do make a difference.

It is a privilege to work with all the organizations that are in our network and for every day we grow more and more humble to the fact that there is so much to learn. As long as no human,

Sincerely,

Lisa BergströmManaging Director Copperberg

no organization, is 100% satisfied, our strive to create the best business platforms continues.

http://LinkedIn: se.linkedin.com/in/lisabergstrom Twitter: www.twitter.com/LisaBergstroem





Sponsor our 8th Aftermarket Business PlatformFollowing the great success of last year’s event, attended by 200+ participants, we are extremely proud to present the 8th edition of our Aftermarket Business Platform series, for the first time taking place in the city of Amsterdam. Besides the content that is fully focusing on the real challenges within service divisions of manufacturing organizations, in order to fulfill your expectations and getting maximum ROI from attending the conference, we have increased the time for networking to more than 1000 minutes and incorporated new interactive sessions and tools so you can have the opportunity to have numerous business critical conversations with the attendees and present your solutions to an audience which really counts.

Why should you become a partner?

1Associate your brand with the #1 Aftermarket event

2 Limited Partner Oppor-tunities; We are inviting a limited number of part-ners, all well evaluated for the best matchmaking effect

3Benefit from the Global Marketing coverage through our extensive manufacturing industry database

4Generate new business opportunities with leading manufacturing organizations

5Be a part of business critical conversations that take this industry forward

6 Show your solutions to an audience that really counts

7 By invitation only; All attendees are carefully screened for business critical issues

Partners 2014

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]

Peer - to - Peer meetings

Start networking pre-event

Networking is many times one of the main interests of going to conferences. We have understood that and put in place a system to facilitate networking between delegates.

It all starts with a request Don’t forget your business cardsA week before the event, you will have access to our online meeting system. From there, you will be able to see all registered participants and send requests for private meetings.

Upon registration during the event, you will receive your nametag as well as your personalized, printed meeting schedule, which will let you know all the meetings you have scheduled and for which you have been requested during the course of the conference.

All just for you Success is a state of mindAt the venue, we will have a dedicated area for 1-to-1 meetings, away from the frenzy of the hectic exhibition area, where you can have more private discussions with your peers. The allocated slots are also carefully arranged not to collide with the educational program.

The rest is all up to you. The 1-to-1 meeting is open to all delegates, and to pre-selected partners. Meetings are on average 15 minutes long, and to not interfere with the program, we will keep a strict time management. Don’t forget your business cards.




Manufacturing Business Platforms 2014/2015

Calendar of EventsCopperberg 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.

8th Annual Aftermarket Business Platform 2014October 22nd - 24th, Amsterdam, The NetherlandsThe Aftermarket Business Platform is the leading European event for senior aftermarket executives, attracting 150+ participants from global organizations. Now in its 7th edition, it focuses on current market challenges on how manufacturing companies can increase growth revenues from their service divisions through success stories on the following topics: remote service management , spare parts, value based pricing/selling, value proposition and total cost of ownership, data in the aftermarket, BRIC market strategies. Over the course of three days and plenty of networking opportunities, participants will be confronted with tools and solutions to current challenges as well megatrends of the future.

2nd Enterprise Asset Management 2014November 11th - 12th, Copenhagen, DenmarkThe Enterprise Asset Management is designed to meet the challenges and needs of Asset Management experts and maintenance design managers from Europe and beyond. Packed with practical case studies from leading organizations in process and manufacturing industry, this two day conference will bring up-to date topics that any asset professional can relay to. Emerging ISO standards, Asset management holistic approach, Change Management, EAM KPI’s, Asset Lifecycle Management, Predictive Maintenance, M2M, Mobile EAM are only few of the topics that are going to be discussed at the conference.

3nd Annual Spare Parts Business Platform 2015February 4th - 5th, Stockholm, SwedenSpare Parts Business Platform will return in February 2015 for its third 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.

1st Annual Nordic Enterprise Mobility 2015February, Stockholm, SwedenThe inaugural Nordic Enterprise Mobility will be the first of its kind for large Scandinavian organizations from all sectors, where CIOs and Enterprise Architects will meet to discuss the challenges and solutions to implement an enterprise mobility strategy across the organization by coordinating and aligning across business units, setting BYOD/COPE standards, securing the mobile infrastructure, and understanding the business value of mobility as a supporting technology.

5th Annual Defence Collaboration and Logistics 2015April, Amsterdam, The NetherlandsThe Defence Collaboration and Logistics conference is coming back for the 5th time and this time in Amsterdam. This unique annual 3 day conference is the only one in Europe and beyond gathering all the relevant stakeholders from the Defence sector and focusing on the current challenges that the Armed Forces are facing regarding multinational logistics and collaboration, SmartDefence, policies, PPP, outsourcing, supply chain and logistic, trends in technology and much more.

3nd Annual Manufacturing Pricing Excellence Platform 2015May, Amsterdam, The NetherlandsThe 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.

2nd Annual Field Service Business Platform 2015June 2015, Amsterdam, NetherlandsThe 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.

www.sparepartseurope.com

www.defencesupplychain.org

www.pricingeurope.com


www.eameurope.com

www.fieldserviceexcellence.com

www.copperberg.com


Phone:

+46 8 651 10 90

Email:[email protected]

Website:www.aftermarketeurope.com

+

+

+

3 Easy ways to register:

Join our LinkedIn Group!(Aftermarket Europe Group)

Follow us on Twitter!Twitter: @Prod_Lifecycle

Information - stay updated

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.

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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 3 get 1 free = 4 delegates

Book 5 get 2 free = 7 delegates

Book 8 get 3 free = 11 delegates

Use code BOOK3, BOOK5 or BOOK8 in the message field and we will contact you for the additional attendees

Email: [email protected]

or call hotline: + 46 8 651 10 90

3-Day Conference incl. dinner + Workshop (limited to 20 delegates)

3-Day Conference incl. Dinner

Registration Fees - Please use the chart below to determine your registration fee

Standard Rate

2090 EUR

1790 EUR

All prices are excluding tax




Venue - Grand Hotel Huis ter Duin


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.

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

Accommodation at Conference Venue: We have negotiated preferred rates at the conference hotel. Please note all delegates are responsible for booking their own accommodation. Due to the limited availability we recommend booking as soon as you have received final confirmation that your conference registration has been successfully processed. Use the recommended link in your booking confirmation or at the website.

Hotel Booking: A room block at Grand Hotel Huis ter Duin from the 22nd – 24th October is reserved.

The room price is:

Deluxe room single use: € 160.00 per room per night

Deluxe room double use: € 180.00 per room per night

City tax not included in the room rate: € 3.65 per person per night

International breakfast buffet included. Free wifi.

How to book your accommodation Grand Hotel Huis ter Duin:

1. Go to: http://huisterduin.com/en/rooms

2. Insert the Access code: 2547 and press “submit”

3. Select the dates on which you would like to stay at the hotel and press “check”

4. Choose your preferred room type and click “book”

5. Fill in your personal details and guarantee with credit card

n CONFERENCE LOGISTICSGeneral 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.

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 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.

Conference logistics – 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. Accommodation can be booked at the recommended hotel.

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

Event Coordination: If you have any general queries about the logistics of the conference, please contact:

Malcolm Larri


Tel: +46 8 650 02 70

Emilia Rollan


Tel: +46 8 650 02 70

© 2014 Copperberg. All rights reserved. For more information, email [email protected] or visit www.copperberg.com.

Copperberg

Lützengatan 2

115 20 Stockholm, Sweden

Phone: +46 8 650 02 70

Fax: +46 8 441 07 93


www.copperberg.com

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Aftermarket Business Platform 2014

Education

Transcript of Aftermarket Business Platform 2014