“Profitable Service Excellence in the New Decade”

Service Excellence will be reviewed through twelve sessions including two Keynotes from the top Sales Strategists in the industry.
Discussions will include characteristics to attract customers, how you profit from a Strong ethical standard in your service business,
How the new tax laws and elimination of tax cuts in 2011 will affect your business.  Day one has a strategic emphasis and will provide six topics on where the industry is, what the changes are and how you can position your company for the new decade.
On day two, six operational topics are presented including a major logistics session, two sales sessions, and a profile on an industry leader you won’t want to miss. The OEM barriers to ISO provided service will be an important session we will end the Summit with.

SIA is the non-profit association that can enable its members to increase their profit through networking. The program is directed to Presidents, Owners and C-Level Executives in high-tech service companies, parts companies, depot repair companies and the suppliers of services to the high tech service industry.

SIA Promotes Service Partnerships and Alliances
April 3, 4 and 5, 2011
Mirage Las Vegas

Welcome Networking Reception (Breaks, breakfast and receptions in Bermuda B)
Welcome reception sponsored
Speed Networking tables set up with bell ringing every ten minutes to change tables

Cocktail Reception Sponsor:

Continental   Breakfast in Bermuda B; All General Sessions in Bermuda A

Sponsored by

Welcome
SIA Executive Director, Claudia Betzner, Summit Moderator

Sponsored by:

Keynote – Peak your Profits, How your customer commitments drive relationships, results, and revenue Jeff Blackman, Business Growth Specialist - A National Speakers Association Hall of Fame recipient; Fast Track Speaker of the Year; author, success coach, broadcaster and lawyer. As a radio and TV talk-show host, some of Jeff's guests have been; Oprah Winfrey, Ted Koppel, Jerry Seinfeld, Marcel Marceau, astronaut Jim Lovell and Olympic gold medallists Bruce Jenner and Dan Jansen.
As a “business-growth specialist”…Jeff shares his profit-producing strategies with numerous CEOs, Presidents, & entrepreneurs.

Break

Industry Leader Panel
New expectations from customers, what is different, what is the impact on the service industry, what are the recovery signs, what are the trends?  Success stories and indicators will be discussed from each participant’s perspective.
Four Leaders are on the panel:  Tom York, Exec. V. P. Essintial Enterprise Solutions, Chair & Moderator
Frank D’Alessio, President & CEO Maintech, Peter Brooks, President & CEO ISS Solutions, Joe Barna, President CDE Services

Lunch sponsored by

Congressional actions, Tax Changes, Asset Protection –  
Strategic view of How to protect Assets and avoid lawsuits.
What you can do to avoid capital gains, Estate planning, Asset protection,  New Tax Laws
Larry Oxenham, Author, Senior Advisor
American Society for Asset Protection and author The Asset Protection Bible

Emerging Growth & Technology – Dr. Jim Alexander This session consists of:  IT Security (Cloud Computing), Security in the Healthcare Environment, Green Initiatives, and Managed Print Services.  This will be very interactive, the audience and facilitator will discuss each in the first segment and develop a plan where a leader will be selected for each of the four topics. Dr. Alexander is a best selling author and his latest “Seriously Selling   Services” provides an unmatched, practical road map for senior executives who are ready to execute a serious services strategy.

Breakout – Four Groups Emerging Growth  (Break as Needed) Each group will develop strategies & solutions.

Emerging Growth Technologies Session Continue
The four groups will present before the entire general session strategies & solutions they found in their Breakout session

Member Profile – Tom will discuss how he grew his business, the ups and downs,
What worked, what did not work?  This Executive has also been through acquisitions and buyouts, and run a massive operation in the Americas.  He will discuss how Service Excellence and your reputation result in profits and what is on the horizon for ISO’s, where they should be focusing their energy going forward.
Tom York, Executive Vice President Essintial Enterprise Solutions

IBM Service Strategy    TIMOTHY P. GLINSKI, Program Director, IBM Third Party Practices & Sales
Everything you ever wanted to know about IBM’s service strategy. IBM's key maintenance terms, practices, and procedures? 
Sale of parts, Maintenance Service Qualification (MSQ), hine inspections, Hourly Service terms, defect support, etc.

Adjourn  Summit
Closed Session:  Anticompetitive Special Interest Group (This session is only open to those who sit on the Anticompetitive special interest group committee).

Reception sponsored by Field Solutions

Continental Breakfast

State of the Association – Rich Guglielmo, outgoing President; Randy Parks, President-elect
Special Recognition of each Board member – C Betzner, Executive Director & President Rich Guglielmo

Healthcare Reform – How “Healthcare reform” might impact health delivery, and the potential unintended consequences. What the impact might be to your business. What the new opportunities for business might be.
G. Wayne Moore, FASE, Session Chairman & President Advanced Dev. Group and CSO Unisyn Medical Technologies, Inc.

Break

Keynote:  The Chet Holmes Tony Robbins Method, Strategists to the Fortune 500;
“Ultimate Sales Machine: How to Build a Complete Turnkey Sales and Marketing Machine”. 

Marty Sanders, CEO Business Breakthroughs founded by Chet Holmes and Tony Robbins
As CEO and one of the top Consultants in Chet Holmes' Business Breakthroughs International, Marty is lending his expertise to help CEO's of companies large and small to synergize their team strategies and grow sales to double or even triple their current revenues. Marty has a proven natural ability to quickly mobilize and create skilled sales teams.
* Expert in prospecting techniques and new account acquisition strategies;
* Master strategist in customer experience and client relationship management; *Skilled in hiring superstar talent  & experienced keynote speaker on sales and leadership.

Reverse Logistics   – Michael Blumberg, President Blumberg Advisory Gp and Moderator; Paul Rupnow, Partner Andlor Logistics Systems; Gailen Vick, Pres. & CEO Reverse Logistics Association;
Phil Pietrowski, President Banyan BSG
This session will examine key trends and opportunities in area of Reverse Logistics (RL). This is a very strategic area of focus for many companies as it represents an area for improved cost savings and increased productivity. New revenue streams and markets opening up as new skills and capabilities are required to support the reverse logistics supply chain.  We will discuss the implications of these trends to SIA members and identify the role they can play in facilitating the growth of the Reverse Logistics industry.

Measuring Customer Loyalty; Turning Service Excellence into higher revenue; are there cases where
Customers are paying more for service as a result of service excellence and loyalty.
Service Excellence: metrics, characteristics to attract customers   (Net Promoter Score)
Al Hahn, President Hahn Consulting

How to work in an environment Overcoming Barriers to Service and OEM Restrictions – a review of Current actions by OEM’s such as Oracle/Sun, Cisco, HP, Philips v. BC Technical and what members can do; SIA actions
Claudia Betzner, Anticompetitive Chair, Exec. Dir. SIA
Wayne Moore, Pres. Advanced Development Group & CSO, Unisyn Medical (Medical OEM actions)
Bernd Appleby, President & CEO Terix Computer Service (IT OEM actions in U.S.)
Dr. Paul Lalli, CEO Solid Systems Computer Services Ltd. (Actions in the UK)
Joe Passano Dir National Logistics, Brains II, Inc. (Canada)

Wrap Up

Grand Finale – Del Frisco ‘s, 3925 Paradise Road, Las Vegas NV 89169 702 796 0063
No Host Cocktail hour