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You
just missed the Service Industry Executive Summit
which was held March 2,3,4, 2003 in Las Vegas NV.
Service Industry
Association & AFSMI Joint Event Mar 2,3,4, 2003
A Summit for cLevel Executives; Chairmen, CEO's, CFO's, CIO's
| Topics:
- State of the Industry,
Future Trends, Changes,
Vision
- Technology issues driving
service & impacting bottom line
- A Summit of top executives
with their vision, Business Strategies for a Challenging
Market
- cLevel Interactive Panel
with interactive audience participation
- Information Superhighway
& Other Legal Landmines - Website Protection,
Social Security Protection Act, Identity Theft, HIPPA,
Section 508
- Roundtable Discussions
by Special Interest Groups
Conference Agenda
Challenges
& Opportunities in the Service Industry - A c-Level
Executive Summit presented by Service Industry Association
and AFSMI
March
2,2003 Sunday
| 12:00
Noon |
Annual Golf Tournament SIA and AFSMI - John Rinas,
Northrop Grumman Chairman |
| 6:30
P.M. |
Welcome Reception with Exhibitors |
March
3,2003 Monday (Morning Session Strategic, Afternoon
Execution)
| 7:00
A.M. |
Continental Breakfast with Tabletop Exhibitors |
| 8:00
A.M. |
Welcome - SIA and AFSMI |
| 8:30
A.M. |
Keynote Address
Challenges and Opportunities in the Service Industry
-
William Steenburgh, Sr. Vice President Xerox North
American Solutions Group |
| 9:15
A.M. |
Summit Panel of lndustry Leaders - A view from the
Bridge
State of the Industry & Future Trends, Changes,
Vision, Historical value -
| Panel: |
Eric Rocco, The Gartner Group gives overview
of Industry; |
|
Ken Siegel, PhD., Panel Moderator - Author
& advisor to the Services Industry |
(Questions
to be gathered at Break for part two)
| Speakers: |
ISO
- Hugh Taylor President Northrop Grumman
IT CIS |
|
ISO
- Bill Beaumont, Sr. V.P. Strategic Planning
DecisionOne |
|
ISO
- Frank D'Alessio, President Maintech |
|
OEM
- William Steenburgh, Sr. V.P Xerox |
|
OEM
- Frank M. DiOrio, Gen'l Mgr. & V.P. Eastman
Kodak Company |
|
| 10:15
A.M. |
Break |
| 10:30
A.M. |
Resume Panel in an Interactive cLevel Roundtable
discussion with audience Participation. Questions
will be gathered from Break plus moderator will
have Key questions to stimulate the discussion |
| 11:30
A.M. |
Joint promo from each Association Leader-Each provides
brief overview of benefits of their association
|
| 12:00
A.M. |
Lunch |
| 1:00
P.M. |
Service Orientation Profitability - A case history
(Lessons learned from his execution of a Service
Profitability Strategy, ups and downs) |
| 2:00
P.M. |
Major Consumers - Service Strategists - Service
Strategy from a Customer's view, Decision tree to
include total costs of ownership with service and
equipment -
| (1) |
Keith
Glennan, Northrop Grumman NGIT CIO to review
how they choose their partners - |
| (2) |
Ed French, Sr. V.P. Universal Health Systems
to review his decision strategy |
|
| 3:20
P.M. |
Break |
| 3:35
P.M. |
Managing Change in the Service Industry
David Abney, CEO UPS |
| 4:30
P.M. |
Summit Interactive Wrap-Up - all Speakers of the
day will answer
Questions with a final chance at getting answers
to questions presented during the day |
| 6:30
P.M. |
Reception with Exhibitors - close of Joint Sessions |
March
4.2003 Tuesday SIA annual meeting
| 7:00
A.M. |
Continental with Exhibitors |
| 8:00
A.M. |
State of the Industry- John Walker & Vote results
for slate of officers |
| 8:30
A.M. |
| (A) |
Recap
previous day discussions Don Blumberg, Pres.
D. F. Blumberg & Assoc. |
| (B) |
New
Emerging Opportunities in the third party
and multivendor Eqpt. Service
(complete handout provided) |
|
| 9:15
AM. |
Assessing the Challenging Market- OEM's Thrust into
Independent Service
Eric Rocco, The Gartner Group, Moderator
John Rinas, Executive Director Service Delivery
Northrop Grumman
John Walker, President & CEO TFE Technology
Holdings LLC
Malcolm Ridgway, PhD., Sr. V.P. Masterplan
Jim Graham, President & CEO Kinetic Biomedical |
| 10:15
A.M. |
Break |
| 10:30
A.M. |
Optimizing Service Delivery through Technology -
Case study in Service Delivery Tools including Wireless
options -CRM tools - Field Force Automation Jim
Leake, Director Business Strategy & Planning,
Getronics |
| 11:15
A.M. |
Customer Sat Survey - Walt Gasparovic, President
The Gasparovic Group |
| 11:45
A.M. |
Legal & Legislative Update - Ron Katz
Information Superhighway & Other Legal Landmines
- Website protection, patent & logo infringement,
identity theft on the web |
| 12:45
P.M. |
Lunch |
| 2:00
P.M. |
Breakouts of Special Groups: Medical, IT
Roundtable discussions including "ISO's under attack,"
Medical and IT SIA Board will facilitate - Task
forces and Executive Committees Formed to address
specific subjects. (Drawings at end of sessions) |
| 6:30
P.M. |
Grand Finale - AFSMI participants will be invited
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(A fee will be charged as an add-on to cover the
costs of the event) |
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All
SIA conference presentations are on the secure portion of
the SIA website for "members
only".
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