InterlogSummer2011

June 13-15, 2011The Omni HotelLos Angeles, CA

The Premier Service Parts Supply Chain And Reverse Logistics Conference

Drive Revenue And Decrease Cost In Your Global Service Logistics Operations

Register Now: CALL: 1-888-482-6012 or 1-646-200-7530 FAX: 1-646-200-7535EMAIL: [email protected] WEB: www.InterlogSummer.com

www.InterlogSummer.com

Adjust Global Service Infrastructure To CombatRising Transportation Costs & Achieve Better Service• Take part in 4 of 8 workshops on Day One to achieve

your most pressing aftermarket goals

Identify Service Supply Chain Innovations &Technologies To Increase Efficiencies & Aftermarket Profits• Interlog’s greater focus on next-generation service

ensures you stay ahead of the curve

Make Significant Improvements In Global ServiceLogistics As Your Products & Customer Base Grow• As the most senior-level parts logistics conference in the

world, you’ll uncover endless strategies from theexecutives who implemented them

Benchmark Against Your Peers & Competitors ToDetermine How You Stack Up Against The Industry• Take part in and receive the 2nd annual Service Supply

Chain Benchmark Study, exclusively at Interlog Summer!

Organized By:

Register now and get toparticipate in the 2011Service Supply ChainBenchmark Study

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Uncover Hidden Efficiencies In Parts Logistics From 35+ Speakers Including:

Exclusive Service LogisticsContent For Download. See page 8 for details.

“Interlog Summer was extremely beneficial for developing our global remanufacturing andrepair operations.” - Cable Best, Plant Manufacturing Manager and North America Repair &

Remanufacturing Manager, Leading Consumer Audio Company

Sponsored By:

4 Reasons Why You Can’t Miss Interlog Summer 2011:

Join our group @ “Interlog”

June 13-15, 2011 | The Omni Hotel | Los Angeles, CA




Interlog Summer Day One ............3

VP Think Tank.................................4

Interlog Summer Day Two ............5

Interlog Summer Day Three..........7

2nd Annual Benchmarking Study .....................7

Service Supply Chain Awards Luncheon ..........................8

About Our Sponsors ......................9

About Our Media Partners..........10

Conference Pricing & Team Discounts ............................11

Hotel Information ........................11

Table Of Contents:

■ 35% Computer & Networking

■ 25% Medical Device/ Equipment

■ 10% Telecommunications

■ 20% Other Electronics

■ 5% Semiconductors

■ 5% Office Automation

Expand your network at the mostsenior-level global service supplychain conference. You should attendInterlog Summer if you are a Director,VP, SVP, or General Manager of:• Service Logistics• Reverse Logistics• Service Operations• Spare/Service Parts• Repair & Refurbishment• Service Supply Chain• Aftermarket Support• Customer Support• Customer Service • Global Logistic• Global Operations• Inventory Management• Forecasting • Warranty• Support Operations• Customer Care/Customer

Satisfaction• Service Parts Material Planning &

Procurement• After-Sales Supply Chain

CALL: 1-888-482-6012 or 1-646-200-7530 FAX: 1-646-200-7535 EMAIL: [email protected] WEB: www.InterlogSummer.com2

Be a part of it! Nowhere else can you find out how your firm stacksup against manufacturers in similar industries as your own. Learnwhere your firm is best in class and where you need to commitmore resources to improving. As an Interlog Summer attendee, thebenchmark study created on June 15th is yours at no additionalcharge (a $499 value!). Plus you get to participate in creating thisvaluable benchmark. Last year’s attendees still use and reference the2010 Benchmark Study on a regular basis to this day.

2nd Annual Service Supply Chain Awards Luncheon

Interlog Summer AttendeeIndustry Breakdown:

Service Supply Chain BenchmarkingStudy 2011

Wednesday, June 15 • 12:55 – 1:55 p.m.The Interlog Service Supply Chain Awards have been established to honor, recognize, andpromote logisticians in high-tech manufacturing who have contributed to optimizing, innovating, and furthering the successes of our industry. The award category this year is:• Service Parts Logistician Of The Year Award

Let’s celebrate our successes and strengthen our community of dedicated logisticians! Nominate your colleagues, and don’t forget to bring your team to support you when you take home your award!

Judging will be completed by the Interlog Summer 2011 Advisory Board. The winner of the Interlog Summer 2011 Service Parts Logistician Of The Year Award will be announced during the Awards Ceremony Luncheon on June 15.

Nominate Your Colleagues: www.interlogsummer.com

Nominations must be submitted by Friday, May 13, 2011.

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Interlog Summer Day One Monday, June 13, 2011

WORKSHOP: Maximizing The Value Of ReturnedAssets By Leveraging Your Reverse Logistics System

Curtis GrevePrincipalGreve-Davis

• Determining how to improve recovery rates of returned assetsusing your returns management system (RMS)

• What is disposition management and how can it impact yourbottom line?

• Minimizing processing and repair costs using RMS productivitytools

• Explaining how your RMS reconciliation processes can improvecustomer relations and increase profits

There is no silver bullet for creating efficiencies in reverse logistics or enhancing long term customer satisfaction. By stepping out of your office and into a room withother executives to talk about service logistics, we think that valuable business collaboration and knowledge sharing will take place. In fact, we know it! You’ll leavethe workshop with tactical strategies that you can start implementing immediately upon your return to the office.

WORKSHOP: Legendary Service At The Ritz Carlton

Track A: Reverse Logistics Excellence Track B: Enhanced Customer Service

Brian GrubbCorporate Director, Learning & Content DeliveryThe Ritz-Carlton Leadership Center

For leaders who want to benchmark and learn about The Ritz-Carltonphilosophy and core values, and how to translate them into high levelsof employee and customer engagement and loyalty. This programexamines the corporate culture, and how it plays a role in thefoundation of every company. By the end of the session participantswill know and understand:• The importance of reinforcing the company culture every day • Why every company should have a written service strategy• Loyal customers do spend more money• Customers judge the quality of your organization by the

responsiveness of the first person they come in contact with • The role of leadership in driving service excellence

9:00

choose track

A or B

WORKSHOP: Lean Six Sigma In The AftermarketPart 1: Applying Lean Principals To Meet Cost And QualityTargets In Your Global Repair Process

Cable BestPlant Manufacturing Manager, North America Repair andRemanufacturingBose

• Outlining the importance of using lean and six sigma principles toreduce turnaround time and overall costs in your repair processes

• Standardizing metrics and processes in your repair operations• Understanding your organization’s international repair profile to

take lean standards globally

Part 2: Transitioning Your Service Parts Strategy Using BlackBelt Techniques

Lester Joseph SchalmDirector of Field Service, Americas/Far EastEFI VUTEk

• Examining your current service parts strategy to define areas inneed of change

• Implementing black belt techniques to create a more effectiveservice parts strategy

• Change management: Effectively driving change within your serviceparts organization

WORKSHOP: Gaining A Better Understanding OfThe Customer’s Perspective To Enhance CustomerSupport

Michael LesshafftService Quality ManagerLexmark

• How do you get the customers' true perspective? • Is there value in customer surveys or are you opening a can of

worms? • What to consider before starting a survey. • Does your product service strategy match your customers'

expectations?

11:00

choose track

A or B

Registration & Breakfast 8:15

Morning Refreshment Break & Opportunity To Network10:45

WORKSHOP: Modeling Your Logistics InfrastructureTo Determine How To Increase Service And LowerCost

Rick CameronVP and General Manager, Customer Support ServicesGlass House Technologies

• Modeling different service infrastructures: What do they do andhow?

• Identifying ways to do things differently to provide better serviceand lower business risk

• Identifying the tenets of cost effective infrastructures; uncoveringwhere infrastructures are sub-par

• Comparing infrastructures across multiple manufacturers to outlinethe best take-aways for successful, cost effective service

WORKSHOP: Driving Value Added Services &Revenue Growth By Leveraging Current ServiceSupply Chain Infrastructure

Mark BrienziWorldwide Director, Service Parts Supply ChainEastman Kodak Company

• Identifying new services you can provide that are a value add toyour customers; where is your expertise?

• Determining what staffing and resources will be necessary tomanage a new commercialized service

• Identifying challenges with using your current in houseinfrastructure to support a new clients’ service supply chain needs;how can you overcome these challenges?

• Setting realistic goals and timelines to complete the addition of newservices that will drive revenue in the aftermarket

1:30

choose track

A or B

Lunch For All Attendees12:30

Jerry DavisPrincipalGreve-Davis

Sponsored By:

“Interlog is the "must attend"conference if you're in the

aftermarket and service supplychain industry.”

Afternoon Refreshment Break & Opportunity To Network3:00

Conclusion Of Interlog Summer Day One6:15

Speed Networking4:45

WORKSHOP: Driving Cost Out Of The ServiceSupply Chain To Operate As A Profit Center

Steve BlazPresident and CEO, Strategic Business Consulting, Global Service, Support, and OperationsSteve Blaz & Associates, LLC

While many leading manufacturers’ service organizations have beenoperating as a profit center for several years, believe it or not, thereare many companies saying service is a cost center for them.Whether you operate as a cost of profit center, this workshop willhelp you streamline your operations and re-examine your businessprocesses to ensure you maximize profitability in the aftermarket.Strategies you will uncover in this workshop can help yourorganization save millions of dollars next year. • Why are some companies still operating their service business as a

cost center vs. a profit center?• Analyzing all the pieces of your service operations to find the one

that brings the most immediate value to your organization• Making transaction based processes cheaper, faster, and better by

outsourcing to the right providers• Automating your service supply chain to eliminate human

intervention, thus lowering lag time and human error

Meet your fellow delegates so you have the rest of the conference to exchange ideas. Take advantage of thepopular Speed Networking - designed to help you break the ice, and meet lots of people in a short amount of time.Line up around a set of designated tables and introduce yourself to the person directly in front of you. Exchangebusiness cards, talk shop, and then move one seat to your right. Repeat! This 30 minute session is designed to helpyou start networking throughout the rest of the conference!

Wine & Cheese Welcome Reception 5:15

This informal, relaxing setting is your opportunity to expand your network.LinkedIn is great…BUT nothing beats face-to-face connections.

VP Think Tank – By Invitation Only Moderators:

Rusty WaltherVP Technical Services, Storage Works DivisionHewlett-Packard

Mark HessingerExecutive Director, Worldwide Customer ServiceGerber Scientific

Timothy Saur Ph.D.VP/COODurst Phototechnik, AG North America

Back for the fourth year by popular demand!

This closed-door session, for executive manufacturers only,allows you to address the most-senior level issues impactingyour service logistics operations; and just as importantly, create aroadmap for bringing your service organization into greaterprofitability. This exclusive session is by invite only and is amedia- and vendor-free session.

To request an invitation for you or your colleague, please contact Scott Landrum at [email protected] or416-597-4791.

3:15

choose track

A or B


James VernerDirector, Planning and ProcurementApple

Bruce ShadmehriVP of Support OperationsNetApp

Mark BrienziWorldwide Director, Service PartsSupply ChainEastman Kodak Company

Ed BonefontWorldwide Director, Support ServicesOrtho Clinical Diagnostics

Timothy Saur Ph.D.VP/COODurst Phototechnik, AG NorthAmerica

Steve BlazPresident and CEO, StrategicBusiness Consulting, Global Service,Support, and OperationsSteve Blaz & Associates, LLC

Mark HessingerExecutive Director, WorldwideCustomer ServiceGerber Scientific

Rick CameronVP and General Manager, CustomerSupport ServicesGlass House Technologies

Erik AlbertsSenior Manager, Service OperationsCustomer AssuranceCisco Systems, Inc.

A Very Special Thanks To The Interlog Summer 2011 Advisory Board:

DO

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Strengthen your business relationships

through 15+ hours of both structured and

informal networking sessions

NEW

7:45 Conference Registration & Breakfast In The SolutionsZone

8:30 Welcome Remarks

Sara MuellerExecutive DirectorInterlog Summer

8:35 Chairperson’s Opening Address

8:45 OPENING KEYNOTE: Surviving And Thriving In A WorldOf Mergers And Acquisitions: The Impact On ServiceLogistics


• Let’s take a trip through my eight (yes … eight) mergers andacquisitions

• Leading an organization through assimilation and consolidation• Deciding what to fight for and when to roll over• Learning the difference between “control” and “influence”• It’s all about the systems – They’ll either enable your success or

mercilessly destroy you• Navigating corporate bureaucracy for fun and profit• The post-acquisition “to do” list that will drive your logistics efforts

to success• And the most important point … “know when to leave”

9:20 PANEL: Effective Solutions For End-To-End Global SparesPlanning

Robert WrightGlobal Logistics Director, Security and Detection DivisionL-3 Communications

Paul GoodmanDirector of Global LogisticsData Domain (EMC)

Omur BagciDirector of Global ServicesReSolve

• Identifying how to implement lean initiatives into your global sparesplanning

• Partnering with your 3PLs, repair vendors, and suppliers to create aneffective global spares plan

• Systemically and operationally integrating your partners to increasevelocity and reduce the quantity of spares

• Ensuring your team and your field team are effectively integratedwith your entire end-to end spares planning process

9:55 GUEST SPEAKER: Inventory Control: The First Step InManaging Your Supply Chain. Lessons Learned FromTheory

Steven NahmiasProfessor of Operations Management, Leavey School of BusinessSanta Clara University

Supply chain management starts at home with intelligent inventory control. For many of your firms, the largestinvestment is still in your products. In recent years, the focus has beenon managing the supply chain from manufacturer to end user.However, poor inventory management can have a greater impact onthe bottom line. We discuss some common mistakes and how costlythey can be over the long run.

10:35 Morning Refreshment & Networking Break

11:05 Interactive Roundtables – Choose Two (45 Minutes Each)Great businesses don’t operate in a vacuum. They know who theircompetitors are, what they stand for, and how they stack up againstthem. Interlog Summer’s roundtable discussions provide an informalsetting to talk shop with twelve other executives about a subject thatmatters largely to your business and walk away with twelve freshperspectives on the very same issue. Now that’s a brainstorm!

How it works: Customize your experience at Interlog by choosing theroundtable topic most relevant to your job function and servicelogistics challenges. Our industry experts will lead you through highlyfocused discussion with your peers as you share successes and pitfallson the topic at hand. After 45 minutes you rotate to another table,and begin the constructive debate all over again!

Send your teammates to the other tables that you aren’t attending soyou can maximize your information gathering and idea exchanging atInterlog Summer!

#1 Streamlining Your Service Operations In Asia To EnsureUniform Quality Customer Service

Moderator to be confirmed. Check www.interlogsummer.com forspeaker updates.

• What is accounting for the significant growth of business in Asia,specifically China? Will this growth continue?

• Ensuring the same high quality of service that is done in the U.S. alsois done in Asia

• Ensuring uniform service in Asia by standardizing and adding capacity• Driving initiatives to leverage infrastructure cost throughout Asia;

how can you continue to find better ways to do it?

#2 Balancing Your Service Delivery Model Between BeingOptimized & Scalable Vs. Being Tailored To Your Customer’s Needs

Erik AlbertsSenior Manager, Service Operations Customer AssuranceCisco Systems, Inc.

• Analyzing your service delivery model and its ability to be uniquelytailored for your customers’ needs

• When is the “one size fits all perfectly optimized service model” notthe answer for your customer

• Determining how to apply your best in class service model to a cost-effective, customer driven model; figuring out how to do botheffectively and without excess cost

• Benchmarking how other manufacturers are finding this balancewithin their service delivery models

#3 Developing A Contingency Plan For Operations On TheMaquiladora Border

Curtis GrevePrincipalGreve-Davis

Jerry DavisPrincipalGreve-Davis

• Explaining why a contingency plan necessary if you are operating onthe Maquiladora border

• What once was considered an advantage is now considered adisadvantage; how should your service supply chain operation respond?

• Identifying if there are better alternatives to operating on the border• What constitutes and effective contingency plan and how do you let

your customers know?

#4 Revolutionizing Service To Attract Customers And Move TheIndustry Forward

Mike StickleManager, North America Service Parts Supply ChainOrtho Clinical Diagnostics


• Explaining why there is a greater need for more innovative, future-looking technology to support service today

• Switching your focus from break/fix service to the next generation,future of service

• What to do when there aren’t vendors to support innovative, future-looking service initiatives; working with your team to build servicetechnology in house

• Ensuring your partners and your organization supports your effortsin revolutionizing service

Interlog Summer Day Two Tuesday, June 14, 2011

5Sponsored By:

Track A: Repair & Reverse Logistics Optimization Track B: Global Parts Planning & Logistics Optimization

1:35 Chairperson’s Afternoon Address

1:45 PANEL: Uncovering Hidden Inefficiencies In Your RepairOperations

Bruce ShadmehriVP of Support OperationsNetApp

Sam MiklesDirector, Service & Support OperationsEMC/BRS Division

• Working with your repair partners on stronger root cause analysis anddeep level engineering

• Examining your relationship with contract manufacturers to see whereyou can minimize dependence on CMs

• Reducing touch points and test times to streamline efficiencies• Expanding the use of repair partners to include other assets

2:20 The Challenges Of Realizing The End-To-End SupportPromise

Jose BernalVice President of Strategic DevelopmentFlextronics RTS

• Outlining internal findings from a Flextronics RTS perspective indeveloping a true end-to- end offering (including the Firedog experience)

• Sharing external industry players’ feedback from the Interlog Winterconference

2:55 PANEL: Maximizing The Benefits Of Outsourced RepairOperations

Ken UeltzenVP Business DevelopmentCokeva Inc.

Ron DuRossSenior Director of OperationsGSS, KLA-Tencor

12:35 Lunch For All Attendees

Chairperson’s Afternoon Address

Reducing Lead Times From Suppliers On A Global Basis

Bob PerlowskiVP of Supply Chain ManagementSiemens Building Technologies, Inc.

• Explaining why there was a need to lower lead times from supplierswhen buying from multiple different regions throughout the world

• Uncovering what is causing lead times to be higher than necessary;creating a plan to lower lead times

• Negotiating with suppliers on consignment arrangements and stockingprograms

• Monitoring the performance of your supplier lead time reductionstrategies for long-term effectiveness

Increasing Your Bottom Line With Lean Planning Solutions

Chris AdamDirector of North American SalesReSolve

Omur BagciDirector of Global ServiceReSolve

PANEL: Positioning Inventory Strategically To Combat RisingFuel & Transportation Costs

Mark BrienziWorldwide Director, Service Parts Supply ChainEastman Kodak Company

Additional panelists to be confirmed. Check www.interlogsummer.comfor speaker updates.

• How are rising fuel costs impacting your service supply chain? • Analyzing why many manufacturers are shifting to a lower number of

parts and spare locations across the globe• The balancing act: Determining how to alter your logistics and inventory

stocking strategy to save costs as fuel costs continue to rise• Creating a long-term plan to continually evaluate the effectiveness of

your supply chain based on transportation cost and customer demand

#5 Minimizing Returns, Service, And Support Issues ByUncovering The True Issues With Your Devices

Jon HellerSenior Director, Quality Management & New Product IntroductionLG Electronics

• The secret to success: early attention to the true issues of the device • Extracting the right data, collecting it, and using it to understand the

underlying issues of your devices • Looking at prevention and development goals as a strategy for

better overall service, support and returns management

#6 Optimizing Your Latin America Service Logistics Infrastructure

Moderator to be confirmed. Check www.interlogsummer.com forspeaker updates.

• How is commercial demand driving the need for solutions in otherLatin American countries besides Brazil

• Determining how to decrease import, export and reverse logisticsprocessing time in Latin America

• Obtaining real time data visibility and automation of processes inyour Latin America Infrastructure

• Uncovering how to develop trade management expertise, buildrelationships, and identify in-country solutions for your service infrastructure

3:30 Afternoon Refreshment Break & Opportunity To Network In The Solutions Zone

#7 Determining The Best Global Repair Options For MaximumValue In Your Reverse Logistics Operations

Tom YoungVP Worldwide Customer ServiceLTX-Credence

• Evaluating your global repair needs; where are inefficiencies in yourcurrent operations?

• How do your repair needs on a global basis differ from that on adomestic level? Do you need to work with different repair vendorsfor global and domestic needs?

• Determining how best to work with contract manufacturers andrepair vendors across multiple countries

• Debating the benefits and detriments of depot repair and onsiteservice options for your global service operations

• Implementing and integrating necessary repair options into yourglobal service infrastructure


4:35 VP Think Tank Executive Summary


Find out the most important strategies uncovered from June 13th’s VP Think Tank and how heads of service parts logistics plan to restructure their businessfor continued growth and higher customer demand. Get the facts you need to make sure you’re contributing to the bottom line.

4:55 Cocktail ReceptionAfter a day packed with learning and brainstorming, it’s time to relax with a cocktail or two! Have a drink with colleagues old andnew, build bridges across companies, and develop the professional networks that can help you and your service business in years tocome. The key relationships mean the next time you have an issue; you can just pick up the phone to a colleague and hash out a solution.Don’t forget to bring your business cards!

6:00 Conclusion Of Interlog Summer Day Two

4:00 Competing With Third Party Competition In Field ServiceAnd Customer Support: A Durst Case Study

Timothy Saur Ph.D.VP/COODurst Phototechnik, AG North America

• Examining the encroachment of third party service companies into OEMservice

• Employing a unique strategy to fight third party service competition off• Ensuring the long-term value and success of your service organization as

you compete against third party service providers

CASE STUDY: Next Generation Parts PlanningImplementation


• Exploring the need to purchase advanced tools to do parts planningbetter

• Determining how third parties can augment your team and create atactical parts planning strategy for your organization

• Choosing which vendors to work with to best meet your next-generation parts planning strategy

• Looking forward instead of backward to plan differently: examininginstall base locations, service levels, parts bill of materials, and more

Interlog Summer Day Three Wednesday, June 15, 2011

7:45 Breakfast & Networking

8:30 Chairperson’s Opening Address

8:40 Expanding Service Innovation To Creating PredictiveCustomer Software Applications


• What are the next revolutionary steps after implementing predictivemonitoring and predictive service?

• Using predictive data to provide software to customers that canbetter predict operations in their laboratories

• Determining how to position new service application products toyour existing customers

• Ensuring innovation is always front of mind to ensure you providemaximum value to your customers

9:15 GUEST SPEAKER: Lessons From The Military On ReverseLogistics

Col. Joseph WaldenDirectorSupply Chain Research Institute

9:50 Using Learning Initiatives To Drive Improvement &Effectively Grow Into Adjacent Markets

Erik AlbertsSenior Manager, Service Operations Customer AssuranceCisco Systems, Inc.

• Enabling your broader organization to learn from all past experiencesand drive improvement

• Identifying and prioritizing best practices; determining how toeffectively share them with the entire organization

• Describing how large organizations can use learning initiatives whenadding new services or clients

10:25 Benchmarking Polling SessionInterlog Summer’s Benchmarking Committee iscrafting key areas for benchmarking among yourpeers. We will notify you before the conference so youcan bring to the event your benchmarking data – whata valuable homework assignment! Then through an anonymouspolling session, we’ll gather your benchmarks and, after the event,analyze and share with you the results of the benchmarking study. Thisyear we will be breaking the results down by industry and companyrevenue so you can really compare apples to apples!

Is there an item that would be valuable for your organization tobenchmark? Contact Sara Mueller at 239-431-6328 [email protected]

“The Interlog Summer Benchmarking Study is a valuabletool for getting commonality on measurements toeffectively benchmark your organization’s performanceagainst others.” – Mark Hessinger, Executive Director, WorldwideCustomer Service, Gerber Scientific

10:55 Morning Refreshment & Networking Break

7

MoreValue

Timothy Saur Ph.D.VP/COODurst Phototechnik,AG North America


Congratulations on yet another successfulInterlog event. I got nothing but positive

feedback from the attendees I met and I foundthe speakers very informative

- Tom Dannemiller, Former Director of Operations, TDK Lambda

Sponsored By:

Interlog Summer is your source to learn what your manufacturing peers are up to in the service parts supplychain industry. Visit www.InterlogSummer.com to gain access to exclusive Interlog material, from apreview of the 2010 Service Supply Chain Benchmarking Study to past presentations, white papers, videointerviews, and more. Now you don’t have to wait for the conference to start gaining innovative ideas andfresh perspectives on the reverse supply chain!

11:25 Interactive Roundtables – Choose Two (45 Minutes Each)This roundtable format offers you the opportunity to brainstorm andexchange ideas in an intimate setting…totally off the record…Find outwhat your peers are really doing!

#1: Moving To A Co-Shoring Service Model To EnhanceCustomer Satisfaction

Steve BlazPresident and CEO, Strategic Business Consulting, Global Service, Support, and OperationsSteve Blaz & Associates, LLC

• Defining what co-shoring is; what companies utilize this servicemodel?

• Why are manufacturers finding the need to move front endcustomer facing operations back into the United States

• Outlining the benefits vs. detriments of a co-shoring service model• Uncovering how co-shoring has contributed to increased customer

satisfaction

#2: Protecting Your Brand: What Is The Best Use Of ReturnedProducts?

Mark MoranDirector of Logistics and Customer CareJawbone

• Debating the right thing to do with your returns as you get them• Identifying the options available for your returned product, from

refurbishment to selling to eBay?• How does what choice you make impact you financially as well as

impact your brand?• Enhancing your supply chain to manage return product while

delivering great service

#3 Medical Device Specific Roundtable

Moshe AzoulaiInstallation and Logistics ManagerElekta

This roundtable offers medical equipment manufacturers the uniqueopportunity to share their struggles and successes in reverse logisticsand the aftermarket supply chain. What specific challenges does themedical device industry face that other hi tech manufacturers maynot? How are you best able to meet your customers’ unique serviceneeds? By talking with your direct peers, you will find the answers!

#4 A Single Global 3PL Service Parts Partner: Reality Or Myth?

Greg TietgensManager, Global LogisticsHitachi Data Systems

#5 Identifying New Revenue Generating Areas For Your ServiceBusiness


• Uncovering untapped areas within your service business that canlead to increased revenue streams

• Parts and consumables: Implementing different programs to gainmarket share and regain lost customers

• Service contracts: Exploring different combinations of entitlementand service offerings

• Effectively promoting revenue-generating areas in service tomaximize profitability

12:55 Service Supply Chain Awards LuncheonLet’s celebrate our successes and strengthen our community ofdedicated logisticians! Nominate your colleagues, and don’t forget tobring your team to support you when you take home your award!For more information, see page 2.

1:55 Identifying Actions And Metrics That Drive ServiceBusiness Customer Satisfaction And Margins

Bob RagusaSVP Global OperationsAccuray

• Modeling your current and future business • Identifying the key components of customer satisfaction and margin • Determining actions to optimize your service business

2:30 Using The Siemens Production System For ContinuousImprovements Within The Service Supply ChainOrganization

Sabine HausnerCPIM, Manager, CRM & LogisticsSiemens Industry & Building Technologies

• What is the Siemens Production System? Ensuring everyone has asolid understanding of the system so it becomes part of yourorganization’s core values

• Listening to what our customers are saying and engaging them tomake process improvements

• Explaining how the Siemens Production System was implementedinto the supply chain organization

• Developing a tool that allows for a closed-loop feedback processwith root cause analysis to lead continuous improvement projects

3:05 Conclusion Of Interlog Summer 2011


You’ve told us howworthwhile interactiveroundtable formats are todrill down deep into yourmost critical challenges andlearn how your peers areovercoming the sameobstacles you face. For2011 we’ve added more ofthese sessions throughouteach day of the conferenceto provide you more value

Exclusive Service Logistics Content For Download

About Our Sponsors

9

Join Interlog Summer!

New Breed Logistics is a privately held,third-party logistics provider that helpscompanies design and operate efficientsupply chains. Our systems and processes

provide end-to-end visibility and help our clients leverageinformation across divisions to gain value company-wide. Ourservices range from distribution center operations andtransportation management to highly sophisticated, technology-enabled solutions in aftermarket and service parts managementand delivery, reverse logistics and repair, manufacturing support,business process improvement, and supply chain consulting. NewBreed’s reputation for excellence in implementing and operatinglarge, comprehensive programs that transform our clients’businesses has earned us a host of industry-leading clients thatinclude:

• Avaya • Proctor & Gamble• Boeing • Samsung• Dematic • Siemens Medical Solutions• Honeywell • Sikorsky Aircraft• LG Electronics • Sony Electronics• Logitech • U.S. Marine Corps• Motorola • U.S. Postal Service• Pratt & Whitney • Verizon Wireless

Boeing recognized our superior operational support with their“Performance Excellence Award” four years in a row and the“Supplier of the Year” award. New Breed’s infrastructure consistsof more than 50 distribution center operations across 10 millionsquare feet of ISO 9001, AS9100B, AS9120 and ISO14001quality and environmental certified operations. We have morethan 7,500 employees including 500 logistics, IT, and engineeringprofessionals, and an industry-leading platform of integratedlogistics software applications.

As an integrated logistics provider, FedExSupplyChain executes solutions thatleverage the FedEx transportation and

information networks in commercial markets around the world.The company provides integrated FedEx services for customerswith high-value products or complex supply chain requirements.FedEx Supply Chain offers specialty logistics services that includecritical inventory logistics, transportation management andtemperature-controlled transportation through a network ofowned and managed resources – all tightly integrated viaadvanced IT systems.

Baxter Planning Systems is the pioneerand recognized leader in service partsplanning and optimization solutions.

Combining the hosted SaaS service model with our best-in-classparts planning expertise ensures the aggressive pursuit of anoptimized and automated planning solution. The Prophet byBaxterTM suite of integrated planning and execution applicationsenables clients, large and small, to reduce inventory, lowersupport costs, achieve industry-leading customer service levelsand maximize customer loyalty. Move from your current outdatedor manual planning practices to Baxter’s affordable automatedsolutions that coordinate stocking to match customerentitlement. Baxter’s tools can scale with you as you grow.Seamless integration with your existing ERP systems such asOracle and SAP will tie the optimized inventory plan with yourlogistics solution. We have the experience to solve parts planningchallenges via a secure hosted SaaS solution, while minimizingthe demand on your internal IT organization. Baxter is renownedfor industry-leading products, support that does not end whenthe implementation is complete and outsourced planning servicesthat drive rapid ROI. Visit us at www.bybaxter.com or contact usat 1-512-323-5959 to learn why Baxter Planning Systems shouldbe your supply chain partner.

Choice Logistics provides outsourcedservice parts logistics services to meet theunique challenges of mission-critical,global service organizations. More than

400 strategic stocking locations (SSLs) around the world provide24/7 same-day solutions and strategic inventory management.Choice’s customized solutions help leading companies and

provide them with a competitive advantage in today’scomplex high tech marketplade. Avaya, Cisco, Dell, EMC,Fujitsu, Hitachi Data Systems and others trust Choice as theirpreferred global provider of outsourced logistics. To learnmore about Choice Logistics, visit www.choicelogistics.com;call (800) 593-2108, or e-mail [email protected].

Cokeva (formerly Comtek ComputerSystems) is an industry leading thirdparty aftermarket hardware support

and services provider of high technology and complexproducts. Our core competency is in providing high-quality,cost-effective technical repair and supply chain solutions tothe high-value, mission critical commodities arena. Inbusiness for over 20 years, we provide support to theenterprise and networking appliances, semiconductor,medical device and test and measurement equipmentindustries. We value customer satisfaction, impeccablequality, competitive pricing, and continuous improvement.Cokeva maintains ISO 9001 and AS 9100 certifications andoperate an on-site Class 100 clean room facility.

DEX Systems, Inc. providesworld-class configurablesoftware solutions for

manufacturers and supply-chain service companies. Thescalable portfolio of software provides solutions for theentire supply-chain with special emphasis on reverse logisticsincluding Returns, Repair, Recertification, Asset Recoveryand more. This software provides operations with theneeded controls to make sure that product is processedconsistently and efficiently, as well as management with thevisibility necessary to make informed business decisions.DEX Systems’ industry-leading applications are proven toyield lower operational costs, streamline processes andmaximize the utilization of valuable resources. These supplychain applications have been providing solutions to Fortune500 companies worldwide for more than 15 years.

ReSolve manages the reverselogistics needs of technology-drivencompanies around the world,

providing service spares inventory, efficient product returnsmanagement, and the intelligent redeployment of assets.Backed by Arrow Electronics’ long-standing track record as aFortune 200 company with proven global stewardship,ReSolve delivers forward thinking solutions and reverselogistics services with seamless supply chain solutions. In themanagement of service spares, ReSolve’s reverse logisticsservices provide real solutions to effectively meetserviceability requirements, manage inventory obsolescenceissues, and provide a last-time purchasing option that allowsclients to concentrate on higher-value operations andgenerating greater profitability for their organization. As anentrepreneurial driven-company, ReSolve employs reverselogistics experts who know how to identify and are quick toseize market opportunities within the reverse logisticsmarket. Using a comprehensive set of service sparesmanagement tools, ReSolve can eliminate inefficiencies inthe service spares environment through lean planningtechniques, inventory optimization best practices, intelligentproduct reintroduction, risk management analysis, vendor-managed inventory solutions, and unique kitting solutions.The ReSolve team of reverse logistics professionals workswith your planning and forecast team to implement best-practice service spares management techniques, developingdynamic inventory solutions designed to bring your servicespares inventory under control.

RTS Flextronics’ purpose is toserve our clients as the world’sdominant integrated service

provider, enabling our customers to deliver full spectrumtechnology solutions. Whether offering in-store consultationand sales, in-home or office services & installation or remotetechnical support, RTS provides customer service excellence

and positive brand reinforcement for our partners in everytransaction. RTS offers a suite of in-home services rangingfrom TV and home theater installations to computer supportand software installation. With our remote services, RTSexperts can offer professional support without ever havingto step foot in your home. We offer a wide range of servicesremotely to help you with everything from installingantivirus software to optimizing your PC. For small tomedium-sized business, our suite of services, Email setup,Data backup, and even PC diagnosis and repair can all beperformed remotely by a RTS professional, on a scheduleconvenient to you. RTS' 25 years of retail experiencesupporting major corporate partners has given us valuableinsight into the key elements of a vendor in-storeengagement. The secret to our success is our people. RTShires, trains, deploys and manages quality technicalcustomer service associates who understand and exceed ourpartners’ goals while providing customer service excellencein every interaction. As Flextronics first direct-to-marketbrand, Firedog is setting the standard on remote & onsiteservices for Consumer and Businesses alike across Audio,Video, wired & wireless networking and PC solutions.

UPS is the world's largest package deliverycompany and a global leader in supply chainservices. Its business unit, UPS Supply ChainSolutions, offers transportation and freight,service logistics and distribution, and

international trade services. Our service logistics businessprovides our customers end-to-end global solutions with aglobal I.T. system and a comprehensive network of globalfacilities and capabilities to ensure your customers have aslittle equipment downtime as possible. Our service partssolutions - ranging from critical parts fulfillment to networkand parts planning, plus return and repair -- demonstrateproven experience in a variety of industries, including high-tech, aerospace, healthcare, automotive and industrialmanufacturing. UPS Supply Chain Solutions contactinformation: Address: 12380 Morris Road, Alpharetta, GA30005, Dial toll-free 1.800.742.5727, visit ups online: ups-scs.com or email: [email protected].

With +200 senior-level service logisticiansseeking partners and services to optimizetheir reverse and parts supply chain,Interlog Summer is the conference of choiceto monetize your time out of the office.

Interlog Summer offers a host of marketingand business development opportunities todemonstrate thought leadership, generatedemand and raise brand awareness --amounting to a significant return on yourmarketing investment! As a partner andparticipant of our extensive eventpromotions, you are certain to be front ofmind when most industry executives areassessing products and services.

Only the leading service providers andtechnology vendors need apply asexhibition and sponsorship opportunitiesare extremely limited.

Contact Carly Smiga, SponsorshipManager at (US) +1 646-200-7455 or email [email protected]

Sponsored By:

The National Association of Service Managers is theoldest, professional nonprofit association of product service

executives in the United States. Founded when service techniques were justbeginning to be highly recognized as a sales and marketing tool. NASM is anorganization dedicated to provide professional leadership and education to theservice executive, while developing their managerial expertise in the business andorganizations that they represent.

The Supply Chain Council, a global non-profit association, is the developer andcontinuous innovator of the Supply Chain Operations Reference (SCOR®) Model.SCOR® is the industry-leading process reference model used by hundreds ofcompanies to make rapid and dramatic improvements in supply-chainperformance.

Inbound Logistics’ mission is to provide today’s business logisticsmanagers the information and expertise they need to speed cycletimes, reduce inventories and get closer to their markets and

customers. By pairing old and new media, Inbound Logistics’ editorial delivers themost up-to date supply chain information to help readers discover and createwealth for their companies. Effectively managing Inbound logistics enablestoday’s transportation and business logistics managers to work collaboratively toreduce inventory, produce and distribute more efficiently, increase quality servecustomers faster and speed the cash-to cash cycle.

Field Technologies is the premier resource for the optimization of your fieldworkers, service, and assets. Field Technologies provides service, transportation,and public works professionals with information on technologies including fieldservice software, mobile computing hardware, RFID, and M2M. For moreinformation, visit www.fieldtechnologiesonline.com.

Supply & Demand Chain Executive is the executive's usermanual for successful supply chain transformation, utilizinghard-hitting analysis, viewpoints and unbiased case studies to

steer executives and supply management professionals through the complicated,yet critical, world of supply and demand chain enablement to gain competitiveadvantage.

Logistics Online serves the information needs of engineers,planners, operational and financial managers, business

executives, consultants, elected officials, government personnel and others who areinvolved in the industry. Reflecting the dynamic and interactive character of theInternet, our community site is the most convenient source of technical, operational,product, management and regulatory information available for the industry.

RFID Solutions Online is the premier sourcing site forthe RFID industry. Use our supplier directory, productshowcase, and offline search service to expedite your

discovery of new products and services. Our goal is to help buyers, likeyou, identify and select suppliers.

Supply Chain Market is the premier sourcing sitefor the supply chain industry. Use our supplierdirectory, product showcase, and offline search

service to expedite your discovery of new products and services. Our goalis to help buyers, like you, identify and select suppliers.

For over 175 years, The Journal of Commerce hasbeen the most trusted source of intelligence forinternational logistics executives to help them plan

their global supply chain and better manage their day-to-daytransportation of goods and commodities in the United States andinternationally. This information is delivered through new, analysis, casestudies, and perspective pieces back by PIERS Global Intelligence Solutionsdata.

SupplyChainBrain is the world’s most comprehensivesupply chain management information resource. In

addition to providing complete coverage of all fundamental supply chainprinciples, SupplyChainBrain identifies emerging trends, strategies andbest practices, forwardthinking ideas, cutting-edge solutions and thelatest innovations - and continues to write and report on these as theyevolve and mature. SupplyChainBrain is for the high-level executiveconcerned with managing risk, aligning the supply chain with corporateplanning, achieving competitive advantage, balancing customer demandswith the need to control cost, and improving the bottom line. Theindustry’s most experienced staff and many well respected contentpartners offer executive decision-makers a synthesis of many minds,singularly focused and delivered in the medium they choose.

GoingToMeet.com is your preferred website for it is anefficient guide to the most relevant, recent global events. Itlinks you to the event's website, thus letting you know howyou may participate (e.g. speaker, presentor, exhibitor). And acontact us menu allowing you to communicate with eventorganizer or GTM.

About Our Media Partners


What Interlog Summer Has That Other Service Logistics Conferences Don’t

And What That Means To You:

Benchmarking Study Learn how your organization stacks up against your competitors to determine where you are best in class… and where you need to improve

More Senior-Level Manufacturer You’ll learn streamlining strategies from your peers and competitors instead of Speakers Than Any Event Of Its Kind hearing only vendor pitches

Workshop Focus Day Take part in granular solution defining in an interactive format led by industry leaders to uncover strategies to drive cost out of your service supply chain

VP Think Tank Take part in very senior-level strategic discussion with other VP and higher level executives to determine how to drive revenue and innovation in service

Service Supply Chain Awards Luncheon Recognize your colleagues and learn about their success stories in optimizing parts logistics

Interactive Format With Multiple Workshop, Tailor your day at Interlog to overcome your most critical challenges with a varietyTrack And Roundtable Choices of topic selections. Send your teammates to the concurrent sessions to ensure your– More Selection Than Ever Before! company walks away with maximum reverse logistics strategies

Speed Networking Meet your fellow logisticians in a structured networking format to ensure you have the conversations that can shave millions off your service supply chain costs

The Most Senior-Level Global Service Learn from and build a support network with the leaders in our industry to Supply Chain Conference enhance your operations for the long term

Registration Information

Omni Los Angeles Hotel atCalifornia Plaza 251 South Olive Street Los Angeles, CA 90012Phone: (213) 617-3300Fax: (213) 617-3399www.OmniHotels.com/LosAngeles

Sleeping Room Rate: $199.00Single/Double Occupancy Offer Cut Off Date: May 20, 2011

Interlog Summer has procured a specialconference rate of $199.00 per night (plustax). To book your reservations, call theOmni Los Angeles at 1-800-The-Omni andidentify yourself as an Interlog Summerattendee. Rooms are limited and are on afirst come, first served basis, so make yourreservations as soon as possible. After thehotel cut off, May 20th, 2011, rooms maystill be available, so inquire with the hotelif you have missed the cut off date.

*Third Party Service Providers include IT services providersthat support OEM equipment but do not offer othersupply chain solutions. This does not include 3/4PLs

The Omni Los Angeles Hotel at CaliforniaPlaza sits atop historic Bunker Hill in theheart of downtown Los Angeles.Downtown’s only four-diamond conventionhotel, the Omni Los Angeles Hotel featuresluxurious accommodations and modernconveniences to meet the needs of businessand leisure travelers alike.

The 17-story hotel captures the essenceand spirit of Los Angeles and provides easyaccess to cultural and businessdestinations. The Los Angeles Civic Center,the financial district and the Staples Center,as well as many of Los Angeles’ world-classtheaters and museums, are just minutesfrom the hotel. Just 18 miles/30 minutesfrom Los Angeles International Airport.

Please Note:• To secure your team discount, register online at www.fieldserviceusa.com or contact Bill Penney at 1-866-691-

7771 or [email protected]. • Team discounts must be booked and paid for at the same time. Team discounts do not apply to sponsoring or

exhibiting companies or non manufacturers.• All discounts are taken off the full conference price. No two discounts or offers can be combined.• Payment is due in full at the time of registration. Your registration will not be confirmed until payment is received

and may be subject to cancellation• CT Residents must add 6% sales tax to their registration fee• Presentations available are at the approval of conference speakers. Allow 3-4 weeks after event date for shipping.• For WBR’s complete pricing policy, including cancellation information, please visit www.interlogsummer.com.

*Third Party Service Providers include IT services providers that support OEM equipment but do not offer othersupply chain solutions. This does not include 3/4PLs

*Other includes any non-qualified manufacturer that offers supply chain solutions including but not limited tosoftware vendors, 3/4PLs, consultants, contract manufacturers, repair vendors, or any other company whoseprimary revenues result from products/services for manufacturers in these areas. Worldwide Business Researchreserves the right to enforce the rate for non-qualified manufacturers.

Conference Pricing and Team Discounts

Venue Information

The Smile TrainFor every registration received for Interlog Summer, WBR will donate a portion of theregistration fee to Smile Train. For more information about WBR’s involvement withSmile Train, please visit www.interlogsummer.com.

Register and PayBefore March 31st Full Price

Conference Pricing For Qualified Manufacturers $2,149.00 $2,349.00

Conference Pricing Per Person For Groups Of 2-3 Qualified Manufacturers $2,099.00 $2,299.00

Conference Pricing Per Person For Groups Of 4 Or More Qualified Manufacturers $2,049.00 $2,249.00

Third Party Service Provider $2,499.00 $2,699.00

Other N/A $3,599.00

11

As you can imagine, my colleagues and I participate innumerous events, trade shows and conferences every

year, but it’s a rare occasion that you have the conferencestaff working with you as an extension of your salesteam. The matchmaking strategy your organization

utilizes for bringing participants together is a fresh andrewarding approach.

- Mark S. Tsicouris, Director Business Development, Flextronics Global Services

Sponsored By:

June 13-15, 2011The Omni HotelLos Angeles, CA




Exclusive Service LogisticsContent For Download. See page 8 for details.

“Interlog Summer was extremely beneficial for me developing our global remanufacturingand repair operations. Parts ended up being my leading strategy to improve our reverse

logistics operation and I have already convinced the executives of this.”- Cable Best, Plant Manufacturing Manager and North America Repair & Remanufacturing Manager, Leading Consumer Audio Company

WBR535 Fifth Avenue, 8th FloorNew York, NY 10017

When registering please provide the code above.

Your priority booking code is:

10866.005/MS

Attention Mailroom: If undeliverable to the addressee this time sensitiveinformation should be forwarded to the VP of Service Parts Logistics

Drive Revenue And Decrease Cost In YourGlobal Service Logistics Operations

June 13-15, 2011 | The Omni Hotel | Los Angeles, CA

Register online at www.InterlogSummer.com

The Premier Service Parts Supply ChainAnd Reverse Logistics Conference

Imagine sitting down with and learning from aleading executive in the reverse supply chainindustry who has faced and overcome your exactchallenges. Now imagine there are 200 of them.Can you picture a better networking scenario?

Register Now: CALL: 1-888-482-6012 or 1-646-200-7530 FAX: 1-646-200-7535EMAIL: [email protected] WEB: www.InterlogSummer.com

Register now and get toparticipate in the 2011 ServiceSupply Chain Benchmark Study

Join our group @ “Interlog”

Organized By:

Sponsored By:

Can’t make it to:

or afraid there is toomuch information to digest in just afew days?

Get Access to hours of valuablesessions and take-ways anytime,anywhere... Now you can view this outstanding conferencecontent on your PC or laptop with a CD-ROM thatputs you front and center at these informativesessions. You'll hear our expert speakers as theytake you through the PowerPoint slides thatillustrated their talks.

This Session Content is available for afraction of the registration price. You can view and listen to the content whenyou want, where you want and as many timesas you want.

And if you attend Interlog Summer, thisConference CD-ROM set is only $250! (That’s a $580 value!)

VIP Package: $250(Select any package to attend the event

and for an additional $250 get theconference CD ROM*)

CD ROM ONLY: $580 *

*Presentations available are at the approval of conferencespeakers. Not all presentations will be published. Allow 3-4 weeksafter event date for shipping.

This user friendly format allows you to:• Gain valuable insight from your peers and

competitors in various Fortune 500 Industrieswithout leaving the office.

• Share with your colleagues at work. • Stay up to date with the latest strategies, tactics

and trends in your industry.

Now you can share what you learnt at Interlog Summer, with your colleagues. Don’t leave them in the dark. Purchase the CD ROM today!

Organized by:

InterlogSummer2011

Documents

Transcript of InterlogSummer2011