Service & Logistics SummitEntering a New Era of Technology-Enabled Services and OperationsService & Logistics Summit 2016

© KamehaGrand Bonn

April 12th – 13th

Hyatt Regency Dusseldorf, Germany

Event Brochure including fianl conference program and schedule

8th European Conferenceon Aftersales Service andSpare Parts Logistics

Kraft SchumannExecutive Board Member and Chairman of ISLA

Henry van der Schoot Sr. Director Global Logistics Service Parts Supply Chainat Philips Healthcare, andDeputy Chairman of ISLA

Magne SvendsenExecutive Vice PresidentAfter Sales and Crop Care at Kverneland Group, and Deputy Chairman of ISLA

Tzvika BarkaiVice President Service SCM & Logisticsat Orbotech

Benedikt KönigGeneral ManagerOperations Supportat Wärtsilä

Ralf KolshornSenior Vice President and Head of Parts Logisticsat MAN Truck & Bus

Milan MežaService Directorat Gorenje

Stefan BrehmVice PresidentAfter Sales at Jungheinrich

Bernhard SteinelSenior Vice PresidentGlobal Systemservice at Heidelberg

The Event at a Glance

Tuesday, April 12th, 2016

9:30

10:30

–

–

13:00

14:00

–

–

15:30

16:00

–

–

Wednesday, April 13th, 2016

9:30 –

12:00

12:45

–

–

13:45 –

10:30

13:00

14:00

15:30

Registration & Light Breakfast

16:00

17:30

19:00

Aftersales ServiceFocus Session

11:45

12:45

13:45

Aftersales ServiceFocus Session

15:45

15:45

Plenary Session

Lunch

Plenary Session

Coffee Break

Dinner & Evening Socializing

Spare Parts LogisticsFocus Session

Plenary Session

Lunch

Spare Parts LogisticsFocus Session

Plenary Session

Closing Reception

Dear Colleague,

Conferences are great opportunities to meet and connect with people who are dealing

with similar issues in their business. Our business is all about Aftersales Service and

Spare Parts. Thus, we are members of the International Service Logistics Association.

ISLA promotes the networking and sharing of ideas that can inspire, help to define “best

in class,” and foster improvement — particularly today when faced with rapid change

and innovation. ISLA’s main conference this year is the Service & Logistics Summit 2016at the Hyatt Regency Dusseldorf on April 12th – 13th. No matter if you are an ISLA member

or not: We are pleased to invite you to the 8th edition of the only European Conference

on Aftersales Service and Spare Parts Logistics which is organized by an industry-

supported network of aftersales executives. Listen to informative presentations and

case studies, discuss in an open atmosphere, and develop your professional network.

We look forward to meeting you at the Service & Logistics Summit 2016.

Different Industries, One Focus: Aftersales Service and Spare Parts Logistics

Attending the Service & Logistics Summit 2016, you will find two days filled with inspiration, practical

insight and occasions to mingle outside the conference rooms. Listen to in-depth case studies, and con-

tribute to the Q&A and discussion following each presentation. The conference program is cross-industry

and covers sectors such as Aerospace, Agricultural Equipment, Automotive, Consumer Electronics, Indus-

trial Plants, Medical Devices, Machinery and Power Solutions with speakers from

The Service & Logistics Summit 2016 will take place at the Hyatt

Regency Hotel Dusseldorf. Opened in late 2010, this elegant hotel

for business and leisure travellers is located directly at the Media

Harbor — that part of the city’s old Rhine harbor, which has been

transformed into a modern business and residential district since

the 1990’s. With buildings designed by renowned international

architects such as Frank O. Gehry and William Alsop, the Media

Harbor is one of Europe’s best examples of contemporary archi-

tecture and a place to go for any architecture enthusiast. At the

end of the first conference day, all delegates are invited to dinner

at the “Lido 1960” to be hosted by Barkawi Management Consult-

ants. On the pedestrian bridge spanning the harbor basin, the Lido

is a great place to chat together, while enjoying good food, excel-

lent wines and a relaxed ambience.

Meeting at Great Locations

Dr. Marc Hübbers

General Manager

Service Operations

Forging Europe

SMS Group

Benedikt König

General Manager

Operations Support

Wärtsilä

Matti Kurvinen

Co-Author of

the coming book

Warranty Fraud

Management

Dr. Martin Krüger

Senior Scientist

Life Cycle/Service Science

ABB Corporate Research

Stephan März

Head of

BU Services

Bobst Group

Anthony van der Ley

CEO and Speaker of

the Management Board

LEMKEN

Ivo Siebers

Senior Vice President

Global Logistics

thyssenkrupp Elevator

Magne Svendsen

Executive Vice President

After Sales and Crop Care

Kverneland Group

Ulrich Timcke

Speaker of the

Management Board

CLAAS Service and Parts

Jukka Pihamaa

Vice President

Supply Chain

Services Business Line

Valmet

André Truszkowski-Jonas

Head of

Business Support

Siemens Mobility

Customer Services

Kai Wrede

Director Logistics

and Inventory Control

Europe

Suzuki

Dr. Carsten Ungrade

Director Technology and

International Business

Media-Saturn/RTS

Karim Barkawi

Managing Partner

Barkawi Management

Consultants

Dr. Frank Debus

Senior Vice President

Global Customer

Service Material Logistics

Siemens Healthcare

Anders Grudén

CEO and

Board Member

Syncron

Ger Comyns

Senior Director,

Service Part Supply

Chain Programs

Philips Healthcare

Hugues Chatelain

Director Parts, Service

and Customer Care

Fiat Chrysler Automobiles

Switzerland

Dr. Mareike Böger

Head of Additive

Manufacturing Solutions

Airbus Material and

Logistics Management

As

Co

nfe

ren

ce C

hai

rman

Tzvika Barkai

Vice President, Service

Supply Chain Manage-

ment and Logistics

Orbotech

Spea

kers

Dr. Andreas Baader

Managing Partner

Barkawi Management

Consultants

Tuesday, April 12th — Morning

9:30 – 10:30

Foyer

Registration and Light Breakfast

10:30

10:45

–

–

11:30

12:15

–

–

10:45

11:30

12:15

13:00

Plenary Session in Ballroom I

Welcome Note and Opening Remarks from the Conference Chairman Karim Barkawi, Managing Partner at Barkawi Management Consultants

Delivering superior customer experience via dealers Anders Grudén, CEO and Board Member, SyncronUlrich Timcke, Speaker of the Management Board, CLAAS Service and Parts

Growing through High Added Value ServicesStephan März, Head of Business Unit ServicesBobst Group

Global Service Excellence through ownership and accountability Anthony van der Ley, CEO and Speaker of the Management Board LEMKEN

Age

nd

a o

f th

e Se

rvic

e &

Lo

gist

ics

Sum

mit

20

16

13:00 – 14:00

Foyer

Lunch Break

Tuesday, April 12th — Afternoon

16:00

16:45

–

–

16:45

17:30

Aftersales Service Focus Session in Meeting Room I – III

Smart Services within steel making and processing industries — New business opportunities for After SalesDr. Marc Hübbers, Gen. Mgr., Service Operations Forging Europe SMS Group

Hide and Seek — Detecting and preventing Warranty Fraud Matti Kurvinen and Dr. Ilkka Töyrylä Co-authors of the coming bookWarranty Fraud Management

Spare Parts LogisticsFocus Session in Ballroom II

Achieving substantial efficiencies in Customer Service Productivity Ger Comyns, Senior Director, Service Part Supply Chain ProgramsPhilips Healthcare

Delivering resultsKai Wrede, Director Logistics and Inventory Control EuropeWayne Dye, General Manager, Parts & Accessories, UK & IrelandSuzuki

Age

nd

a o

f th

e Se

rvic

e &

Lo

gist

ics

Sum

mit

20

16

14:00

14:30

–

–

14:45 –

14:30

14:45

15:30

Plenary Session in Ballroom I

print a spare@airbus com — 3D printing solutions for material management in the aerospace industryDr. Mareike Böger, Head of Additive Manufacturing Solutions Airbus Material and Logistics Management

Service Inventory Transformation driven by Additive Manufacturing of Spare Parts? André Truszkowski-Jonas, Head of Business Support Customer Services Siemens Mobility

Will 3D printing really live up to its expectations? Panel discussion with the conference speakers and other panelists from industry and research, chaired by Dr. Andreas Baader, Managing Partner of Barkawi Management Consultants. The audience is invited to pose questions to the panel and contribute own views as well.

15:30 – 16:00

Foyer

Coffee Break

19:00

Evening Activities

Footwalk to the Lido 1960 and dinner, hosted by Barkawi Management Consultants

Wednesday, April 13th — Morning

Age

nd

a o

f th

e Se

rvic

e &

Lo

gist

ics

Sum

mit

20

16

Aftersales Service Focus Session in Meeting Room I – III

Spare Parts LogisticsFocus Session in Ballroom II

9:30

10:15

–

–

10:15

11:00

Growth strategy in the Automotive Aftermarket — The urge to cooperate to regain foothold in 4–10 year car parc segmentHugues Chatelain, Director Parts, Service and Customer CareFiat Chrysler Automobiles Switzerland

Completing the consumer experience in multi-channel retail — From One-Stop-Shopping to One-Stop-ServiceDr. Carsten Ungrade, Director Technology & International BusinessMedia-Saturn/RTS

The Service Supply Chain as the strategic competitive edge of customer service organizations Tzvika Barkai, Vice President Service SCM and LogisticsOrbotech

Differentiated Service Levels in Spare Parts Supply Benedikt KönigGeneral Manager Operations SupportWärtsilä

11:00 – 11:45 Beyond the hype — Delivering services in the Internet of Things, Services and People (IoTSP)Dr. Martin Krüger, Senior ScientistABB Corporate Research

Post-Merger Integration – How to integrate new companies into the spare parts processJukka Pihamaa, VP Supply Chain Services Business LineValmet

11:45 – 12:00

Foyer

Short Coffee Break

Plenary Session in Ballroom I

12:00 – 12:45 Service Supply Chain Excellence — A Strategic Plan improving margin position for parts while enhancing customer satisfaction Magne Svendsen, Executive Vice President After Sales and Crop Care Kverneland Group

Wednesday, April 13th — Afternoon

13:45 –

14:30

15:00

–

–

15:30 –

14:30

15:00

15:30

15:45

Plenary Session in Ballroom I

The Digital Transformation of Service Supply ChainsDr. Frank Debus, Senior Vice President, Global Customer Service Material Logistics Siemens Healthcare

Industry 4.0 — Connecting Elevators in The Cloud for Predictive Maintenance Ivo Siebers, Senior Vice President Global Logistics thyssenkrupp Elevator

Service 4.0 — How is the Internet of Things changing your Aftermarket Business Models? Panel discussion with conference speakers and panelists from OEMs in attendance, chaired by Dr. Andreas Baader, Managing Partner of Barkawi Management Consultants. The audience is invited to pose questions to the panel and contribute own views as well.

Wrap-up of conference and farewell message from the Conference ChairmanKarim Barkawi, Managing Partner at Barkawi Management Consultants

Age

nd

a o

f th

e Se

rvic

e &

Lo

gist

ics

Sum

mit

20

16

15:45

Foyer

Closing Reception

12:45 – 13:45

Foyer

Lunch Break

About the Conference

The Service & Logistics Summit was established in 2007. With seven editions since then, it has become

one of Europe’s leading events for Aftersales Service and Spare Parts Logistics. But it is not just another

conference: It is the only one for aftermarket managers organized by a network of aftermarket managers.

As ISLA’s highlight event, the Service & Logistics Summit is held in leading hotels either in vibrant cities or

at scenic places out-of-town. The previous conferences took place in Munich (2007), Berlin (2008), at

Bavaria’s LakeTegernsee (2009), in Hamburg (2010), at the Kameha Grand on River Rhine (2011), in Stutt-

gart (2012), and Frankfurt (2014).

In addition to the Service & Logistics Summit, we arrange further events

such as Service & Parts Focus Days, ISLA Academies, Innovation Forums

and the ISLA Campus “Business meets Science”. Regional activities in the

United States were launched in 2012. Participants from 350+ companies

attended at least one, but often several ISLA events in recent years. Pre-

sentations were contributed by 250+ Directors, VPs and Executive Board

Members from leading companies such as

ABB ö AGCO ö Airbus ö Alstom ö Applied Materials ö Bang & Olufsen ö

Barco ö Barkawi ö BMW Group ö Bosch ö Brembo ö BSH Home Appliances ö

Cisco ö CLAAS ö CNH ö Crown ö DAF Trucks ö Daimler ö Deutsche Bahn ö

DMG MORI ö Electrolux ö EMC ö Emerson ö Endress+Hauser ö Ericsson ö

Eurocopter ö Fairbanks Morse ö Fiat Group Automobiles ö Ford ö Fujitsu ö

Gamesa ö GE Energy ö GEA Group ö Gorenje ö Gunnebo ö Haier ö Heidel-

berg ö Hella ö Hilti ö HP ö IBM ö Iveco ö Knorr-Bremse ö John Deere ö Kone ö

Konecranes ö Kverneland Group ö Leica Microsystems ö Linde Material

Handling ö Lufthansa Technik ö Manitou ö MAN ö manroland ö Mettler-

Toledo ö Miele ö Motorola ö Navistar ö Neovia ö Nokia ö Nordex ö Océ ö

Oerlikon ö Ottobock ö Pentax Medical ö Philips ö Porsche ö PTC ö Rolls

Royce ö Scania ö Sharp ö Siemens ö SKF ö SMA Solar Technology ö Sony ö

STILL ö Syncron ö Terex ö Valmet ö Vestas ö Volkswagen Group ö Volvo ö

Wärtsilä ö Whirlpool ö Wincor Nixdorf ö ZTE ö and many more.

For detailed information about the Service & Logistics Summits and other

ISLA events in recent years, please visit www.servicelogistics.info, where

you will find the programs including event speakers and presentations.

Lots of opportunities to exchange

Event OrganizerThe International Service Logistics Association (ISLA) is a network of professionals dedicated to Service

Management and Spare Parts Logistics. Founded in 2003, more than 50 corporate members from Europe,

Israel, China and the US have joined the association now, among others ABB, AGCO, CLAAS, Gorenje, Haier,

Heidelberg, Kverneland Group, Jungheinrich, LEMKEN, Linde MH, MAN, Manitou, Navistar, Normet, Orbo-

tech, Philips Healthcare, Siemens Healthcare, ThyssenKrupp, Toyota Material Handling Europe, Wacker

Neuson, Valmet, Wärtsilä and others. For more information, visit www.servicelogistics.info or contact us:

Venue & Hotels

The venue of the Service & Logistics Summit 2016 is the Hyatt

Regency Hotel in Dusseldorf. It is located in a 19-storey building

in the Media Harbor. The city center is only 4 km away, and the

main station 3 km. Dusseldorf International Airport (DUS) can

be reached in less than 30 minutes.

For accommodation, we recommend the Hyatt itself, as well as

two other hotels next door. You will find below the details and

the rates for a single room including breakfast. Please check

room availability at the hotel of your choice and make your res-

ervati0n using the booking code “ISLA 2016”

Special Event SupportersThe Service & Logistics Summit 2016 is sponsored by two ISLA members, who are substantially involved

in making the event possible through funding and non-financial support:

Rhin

e

Rhine Rheinkniebrücke

Oberkasseler Brücke

Hammer Str.

Dusseldorf

BilkerAllee

OldTown

Königsallee

Kön

igsa

llee

Rhei

nufe

r-Tu

nn

el

CityCenter

Spediti

onstr.

Hyatt Regency: 195.00 €  ö  Speditionstr. 19, 40221 Dusseldorf

www.dusseldorf.regency.hyatt.com  ö  +49 (0)211 9134 1234

Courtyard Hafen: 140.00 €  ö  Speditionstr. 11, 40221 Dusseldorf

www.marriott.com/hotels  ö  +49 (0)211 4939-0

INNSIDE Hafen: 159.80 €  ö  Speditionstr. 9, 40221 Dusseldorf

+49 (0)211 447170 ö  Reservation hotline +49 1 802 12 17 23

Barkawi Management Consultants is an international management consultancy that focuses on supply

chain management and after sales services. The company was founded in 1994 by Karim Barkawi and it

now employs more than 100 people at its sites in Munich (the company headquarters), Shanghai, Moscow,

Atlanta and Vienna. Amongst the clients of Barkawi are primarily global companies with capital-intensive

and logistically complex business models, such as BSH Hausgeräte, Daimler, Heidelberg, Lufthansa, Nokia

Networks, Philips, Porsche, Vestas and Vodafone. Fore more information, visit www.barkawi.com

Syncron is the global leader in aftermarket service optimization, providing inventory management, price

management, order management and master data management software to leading manufacturing and

distribution companies. Headquartered in Sweden with offices in France, Germany, Poland, the UK, China,

India, Japan and the US, Syncron combines a passion for innovation, business process expertise and a

global collaborative workforce to deliver immediate and measurable improvements for its clients. Ena-

bling its customers to create an unparalleled customer experience and to continue to improve the finan-

cial performance of their aftermarket business is Syncron’s mission. Many leading companies have cho-

sen Syncron: Alfa Laval, Atlas Copco, Deutsche Bahn, Eaton Aerospace, Hitachi, Konecranes, Mazda, Metso,

Renault Trucks, Toyota and Volvo. Visit www.syncron.com or follow Syncron on Twitter @SyncronSCM.

ISLA International Service Logistics Association e. V. ö Baierbrunner Str. 35 ö 81379 München ö Germany

Tel: +49 (0)89 74 98 26-960 ö Fax: +49 (0)89 74 98 26-969 ö isla@servicelogistics.info

Executive Board: Kraft Schumann (Chairman), Tom Clevinger, Henry van der Schoot, and Magne Svendsen

RegistrationTo register for the Service & Logistics Summit 2016 on April 12th – 13th, please complete the form below

including the full billing address. The attendance fees are 970 € (regular price) and 750 € (ISLA members),

with special discounts for academic researchers and students (upon request).

Title, first and last name

Company / Institution

Position / Job Title

Address

Postal Code City Country

Mr

Tel Mobile E-Mail

Date, Signature

Department

Mrs Ms

VAT-ID-No

(for non-German Europe only)

Conditions of Participation

Registration for the Service & Logistics Summit 2016 does

include access to the meeting, and all meals, snacks and

beverages during sessions, breaks and evening socializing.

A meeting handout and an event documentation (as PDF

download) are also included. Expenses for travel and hotel

are to be borne by the attendees themselves. ISLA reserves

the right to make changes to the program as stated in this

document.

Attendance to the Service & Logistics Summit 2016 is

subject to Value Added Tax of 19 % or the Reverse Charge

Procedure. The event is designed for up to 120 participants,

and early registration is advised. Upon receipt of your regis-

tration, you will be sent the invoice for the attendance fee.

Payment by bank transfer is preferred, but can also be made

by credit card (American Express, Diners Club, MasterCard,

and Visa) or via PayPal (isla@servicelogistics.info).

Cancellations must be made in writing. Until March 14, 2016,

all cancellations are free of charge; cancellations after this

date are subject to a processing fee of 190.– Euros. Cancella-

tions after March 29, 2016, will be entitled to a 40% refund

of the conference fee. However, substitutes can be made at

any time by contacting ISLA.

Data given in this form will be held and used by the Inter-

national Service Logistics Association for event registration

and to inform you about upcoming events and activities.

Your contact details may be passed to the conference

sponsors who wish to communicate with you offers related

to your business activities. Please tick below, if you do not

wish this to happen:

Please do not pass my contact details to any third party

or by post to: ISLA International Service Logistics Association e. V.

Baierbrunner Str. 35 ö 81379 München ö Germany ö www.servicelogistics.info

fax to +49 (0)89 74 98 26-969 or e-mail to summit@servicelogistics.info

Please return the completed form via

If you have any questions regarding ISLA and the Service & Logistics Summit 2016, please feel free to

contact Ulf Nitz, the ISLA Association Coordinator on +49 (0)89 74 98 26-960, +49 (0)172 86 82 141 (mobile)

or at isla@servicelogistics.info