Field Service Asia 2018

13 - 15 November, 2018

Amara Sanctuary Resort Sentosa, Singapore

Contact Us: 65 6722 9455

Field Service Asia Day 2 - Thursday, 15 November 2018

8:30 am - 9:00 am Conference Registration & Networking Breakfast

9:00 am - 9:10 am Welcome Remarks

Gladys Caligagan, Conference Director, Field Service Asia

9:10 am - 9:20 am Chairperson’s Recap

Jan van Veen - Founder & Managing Director, moreMomentum
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Jan van Veen

Founder & Managing Director
moreMomentum

Next Generation Service & Support

9:20 am - 9:40 am Opening Keynote: The field service predicament – When digital transformation and customer expectations collide

Sandeep Bharadwaj - Head of Field Service, Commercial Vehicle, Tata Motors
Servitisation. Uberisation. Driverless cars. Drones. Digital transformation appears to be both a blessing and curse to the field service industry. The downside to digital revolution? Customer expectation rises as new technology makes a consumer’s life easier. But fundamentally, a service organisation strives to deliver the right products and services at the right time. The upside? Digital transformation can enable this endeavour. During this opening keynote Sandeep will show you:
·         How to make your customer the centre of your organisation’s digital transformation to ensure that all changes will directly support your central goal of putting the customer first
·         How to use predicted demand, provided by the Internet of Things (IoT) and big data technology to predict the optimal window for predictive maintenance or service visits
·         How to offer new service models that appeal to new customer bases and enter new markets
·         How to ensure that you have the right organisational and governance model to facilitate growth and embrace change
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Sandeep Bharadwaj

Head of Field Service, Commercial Vehicle
Tata Motors

9:40 am - 10:00 am Keynote Presentation: Reshaping service as we know it – How to use proactive maintenance strategies to better manage your operations and lower your operating costs

Lubor Ptacek - Vice President, Product Marketing, ServiceMax from GE Digital
Lubor leads the Product Marketing function at ServiceMax, with a broad spectrum of responsibilities ranging from messaging, product launches, and market intelligence to thought leadership, analyst relations, and customer leverage programs. Until recently, fixing and maintaining complex machines was almost purely reactive. A break/ fix model. Field service is undergoing significant change. Today machines are being built with sensors, edge and cloud-based connectivity and operating data that help field service teams stay abreast of changes. Applying the data analytics to a machine and making decisions on when to fix and when to replace helps companies to shift towards a proactive strategy. During this keynote presentation Lubor will cover:
 
·         How working smarter with better information about equipment condition is critical to ensure maintenance is effective
·         How proactive maintenance can decrease equipment downtime and keep you profitable
·         How to increase service revenue and improve machine uptime
·         How proactive maintenance is shaping the service industry
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Lubor Ptacek

Vice President, Product Marketing
ServiceMax from GE Digital

By transforming customer support interactions, AI-powered solutions are prepared to improve every aspect of your business including customer experience, loyalty, brand reputation, preventive assistance and even generation of revenue streams. It is projected that by 2020 more than 85% of all customer support communications will be conducted without engaging any customer service representatives.  In this keynote panel our speakers will demonstrate:
 
·         How do you eliminate paper processes and reduce time from initiation to invoice to reduce your operating costs and focus more on overall customer experience?
·         How do you collect real-time data and utilise advanced forecasting algorithms for predictive maintenance?
·         How do you integrate your system and process seamlessly to save costs on time spent on wasted visits?
·         How do you offer new service models to appeal new customers and enter new markets?
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Anila Fredericks

Head of Customer Service Operations
Telstra

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Afizulazha Abdullah

Managing Director
On Site Services

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Sachin Mallya

Technical Service Director, APAC
Johnson & Johnson

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Jan van Veen

Founder & Managing Director
moreMomentum

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Sudheer Shetty

Director of Service Transformation, APAC
OTIS

10:30 am - 11:00 am Morning Networking Break 1

11:00 am - 11:20 am Keynote Presentation: Service IS the product in the Experience Economy – How to deliver a superior customer experience and drive increased loyalty without losing sight of your bottom line

Mark Brewer - Global Director of Service Management, IFS
A recognised thought leader in service, Mark has been helping organisations drive business transformation over 20 years. From bringing Service Lifecycle Management solutions to market with Servigistics to bringing Connected FSM to the marketplace with PTC. Mark has worked with some of the world’s largest service organisations including Coca Cola, Dell, GE Healthcare and ThyssenKrupp. In March 2017, Mark was named as one of the most influential people in Field Service News #FSN20 . During this keynote presentation Mark will demonstrate how customer expectations have never been greater. Organisations today benchmark their service goals based on consumer experiences from the likes of Uber, Amazon and Netflix. From chatbots to real-time updates, automated appointment booking to escalation via messaging apps - “always on” is the new now! Are you able to meet these increasing demands, while offering multiple contract types, variable SLA’s and doing all of this ever more profitably? Welcome to the Experience Economy!
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Mark Brewer

Global Director of Service Management
IFS

11:20 am - 11:40 am Keynote Case Study Fuji Xerox Customer Support: Evolving from cost centre to profit driver

Martin Head - General Manager, Customer Service Excellence, Fuji Xerox
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Martin Head

General Manager, Customer Service Excellence
Fuji Xerox

Decoding China

11:40 am - 12:20 pm Case Study Revolution: Entering and succeeding in the world’s second largest economy – How to put together a winning strategy

Ronald Zielinski - Global VP of Customer Care, Coherent
Ron Zielinski leads Global Customer Services for Coherent, where he has been creating customer loyalty and improved financial outcomes for more than 30 years. Coherent is a Leader in the Photonics Industry with orders of >$1.5B, mostly recognised in Asia. Ron has worked directly in Asia since the late 1980s and has overseen strong company and service growth in the region while executing support models for the distinct needs of Scientific, Commercial and Industrial customers across the region.  Coherent routinely enjoys customer satisfaction levels of >95%, service related revenues of >25% and double digit service revenue growth under Ron’s leadership. During this interactive case study Ron will show you how to enter, succeed and stay competitive in the Chinese market:
 
·         Your China batting strategy: What are the 5 golden rules for succeeding in the Chinese marketplace?
·         Customer expectations shifting at a blistering pace: How can your business keep up and capitalise?
·         Differentiation: What are the best digital technologies you can tap into to help your brand to stand out in a crowded marketplace?
·         Lower prices vs. customer experience – which is more important?
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Ronald Zielinski

Global VP of Customer Care
Coherent

12:20 pm - 12:40 pm Morning Networking Break 2

Big Idea Keynotes

12:40 pm - 1:20 pm Out-of-the-Box Keynote: Harnessing the power of diversity and inclusion for innovation

Azran Osman-Rani - TEDx Speaker, Ex-CEO, iflix & Air Asia X
While advancing workplace diversity is unarguably the right thing to do; it is becoming a business imperative for global competitiveness. Research also indicates that more diverse workforces perform better financially. Creating new business opportunities through innovation is a fundamental source of business growth. To this end, different experiences and perspectives foster innovation needed to meet the needs of an increasingly diverse customer base.  As someone who has built, and continues to build, ‘attacker’ businesses and lead teams from start-up to IPO, Azran passionately believes that organisations and corporations can deploy similar structures, focus, and creativity that single-minded entrepreneurs have used, to create breakthrough business models and innovative products and services.
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Azran Osman-Rani

TEDx Speaker, Ex-CEO
iflix & Air Asia X

1:20 pm - 2:20 pm Networking Lunch

1:20 pm - 2:20 pm Heads of Service VIP Lunch (By Invitation Only)

Participants: 
Boon Teck Zu, Head of Field Service, South Asia, Telstra
Ganesh Narayanan, Head of Network Operations, Singtel
Eduardo Imperial, Head of Service Management, Asia, Vodafone Global Enterprise
Amos Oh, Head of Service and Repair, APAC, Arthrex
Benjamin Leong, General Manager, Moog Aircraft Services Asia
Joseph Chua, Head of Strategic Services, APAC, Abbott Diagnostic
Marco Reinhardt, Head of After Sales, Singapore, Piller
Steve Scott, Managing Director, APAC,  Astea International
Nigel Fong, Business Development Manager, Astea International
Jan van Veen, Founder & Managing Director, moreMomentum
Douglas Lim, Global Head of Customer Service, TPV Technology
Tony Chan, Director of Service Project and Technology, Glory Global Solutions
Francis Ngkaion, Regional Service Operations Head, Caterpillar
Remon Rensen, Global Head of Field Engineering, Speedcast
Ronald Zielinski, Global VP of Customer Care, Coherent

Transforming Efficiency & Productivity

Chairman: Jan van Veen, Founder & Managing Director, moreMomentum

Track A: Next Generation Technologies

2:20 pm - 3:10 pm All-Star Panel: How do you put together a holistic technology strategy that increases service efficiency, provides greater customer visibility and better collaboration across departments and among remote workers in the field?
Jan van Veen - Founder & Managing Director moreMomentum Remon Rensen - Global Head of Field Engineering, Speedcast Toshio Ono - Former Global Head of Service, Mitsubishi Aircraft Corporation Anuraag Bhatnagar - Head of Service & Support, APAC, Kathrein Group Rod Stevens - Regional Field Services Manager, APAC, NetApp
As organisations around the world seek to “do more with less,” they are increasingly looking to integrate IT systems to eliminate redundancy and improve efficiency. Although point-to-point integration projects are sometimes necessary, putting a holistic integration strategy in place ensures that you are building a platform that can serve as a true foundation for future growth.  In this All-Star Panel our speakers will demonstrate:
 
·         How can you map your business processes to craft an effective integration strategy?
·         How can you decide what you want to achieve first, and then look for the tools that will get you there?
·         How can you ensure staff members have a voice so that they embrace changes that will result in business process improvement?
·         How can you best map the ROI to ensure company buys in for future enhancements?
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Remon Rensen

Global Head of Field Engineering
Speedcast

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Toshio Ono

Former Global Head of Service
Mitsubishi Aircraft Corporation

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Anuraag Bhatnagar

Head of Service & Support, APAC
Kathrein Group

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Rod Stevens

Regional Field Services Manager, APAC
NetApp

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Jan van Veen

Founder & Managing Director
moreMomentum

Chairman: Douglas Lim, Global Head of Customer Service, TPV Technology 

Track B: Service Logistics and Parts Management

2:20 pm - 3:10 pm Case Study Revolution: Exceeding customer expectations with tailored supply chain – How to provide best-in-class services to deliver customers with what they value while leveraging scale and efficiency
Pol Llahuna - Field Service Logistics & Network Design Manager, Schneider Electric
Pol is the Global Lead for Field Service Logistics Transformation at Schneider Electric responsible for deploying fast delivery capabilities to sustain business opportunities. He aligns the global strategy with each of the regions that manage the field service supply chain operations.  Schneider Electric has created a vertical Field Service Supply Chain Organisation in all regions to support specific requirement and build specific Capabilities for Field Service Business. They are covering China, India, Pacific and North America and more than 50% of the critical orders are given same day coverage using their extended service footprint. The rest of the regions are in progress to reach those levels. Join Pol for this interactive case study as he gives you an insight on:
 
·         How to build a step-by-step approach to spare parts pricing
·         How  to apply mark-up pricing or competition-based pricing to harvest the untapped revenue potential of spare parts
·         How to create a differentiated cost-plus pricing model to match the competitor’s price
·         How to choose a commercialisation strategy based on your business model to decide the channel partners and distribution model to follow
How to leverage the power of data analytics for predictive planning and optimisation
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Pol Llahuna

Field Service Logistics & Network Design Manager
Schneider Electric

(Limited to 25 participants)

Track C: Mastering Asia Deep-Dive Country Clinics

2:20 pm - 3:10 pm China: Succeeding in China – How to grow your business in such a competitive country
Hank Stokbroekx - VP of Enterprise Services, Huawei
With a population of 1.3 billion, China is the second largest economy and is increasingly playing an important and influential role in development and in the global economy. China has been the largest contributor to world growth since the global financial crisis of 2008. In this deep dive country clinic Edmund and Michael will go into detail on:
 
·         What are the top challenges and opportunities in the Chinese field service market and how can you adapt your strategy to them?
·         How to get inside the mind of your customer’s customer
·         How to balance control and collaboration in the ecosystem
·         How to create a win-win-win across the ecosystem to drive change
·         How to learn from your experience, codify it and share it
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Hank Stokbroekx

VP of Enterprise Services
Huawei

3:10 pm - 3:40 pm Afternoon Networking Break

Moderator:  Jan van Veen, Founder & Managing Director, moreMomentum

Track A: ‘How To’ Roundtables

3:40 pm - 4:40 pm ‘How To’ Roundtables: Pick the topic that will make the biggest impact on achieving your 2019 priorities. Through facilitated discussion, you’ll tap into the collective expertise of your peers.
Table 1:  How to – get connected and leveraging data to add service value for end users 
 
Facilitator:
Aaron Tan, Head of Service, ASEAN, Sri Lanka and Bangladesh, Lectra
 
Table 2:  How to –   drive customer service transformation with customer feedback and continuous improvement
 
Facilitator:
Rod Stevens, Regional Field Services Manager, APAC, NetApp
 
Table 3:  How to –  transform connected service from the phone to the field
 
Facilitator:
Marko Akras, Senior VP of Service, APAC, Konecranes
 
Table 4: How to –  create a service level agreement that meets the needs and expectations of your customers
 
Facilitator:
Simon Griffiths, Head of Service Development, Europe, Africa, Middle East & Eurasia, Caterpillar  

Table 5: How to – pick the best locations for your warehouses to best satisfy the needs of your customers
 
Facilitator:
Pol Llahuna, Field Service Logistics & Network Design Manager, Schneider Electric

Table 6: How to – leverage machine learning to liberate expert knowledge
 
Facilitator:
Sachin Mallya, Technical Service Director, APAC, Johnson & Johnson

Table 7:  How to –  transform your service business model from selling  a product to selling an outcome
 
Facilitator:
Kris Odland, Editor-in-chief, Field Service News

Track C: Mastering Asia Deep-Dive Country Clinics

3:40 pm - 4:40 pm Southeast Asia: Time for a reboot? Evaluating the current status of the SE Asian market and the long term opportunities for growth
Kumaran Kandasamy - Senior Manager ASEAN Technical Services, Cisco
Southeast Asian countries are winning manufacturers over from China because of lower costs, rising domestic consumption and improving infrastructure. However, it poses challenges as well like poor internet connectivity, too many islands, a geographically diverse region with equally diverse lifestyles and traditions and differences in service culture. In this in-depth discussion Scott will tackle:
 
·         What are the top challenges and opportunities in the SE Asian field service market and how can you adapt your strategy to them?
·         Differentiation: what are the best partnerships you can tap into to help your brand to stand out in a rapidly developing marketplace?
·         Talent: How can you overcome the challenge of finding, recruiting and retaining the right talent?
·         Regulation: Getting up to speed with the legal framework whilst expanding into the market
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Kumaran Kandasamy

Senior Manager ASEAN Technical Services
Cisco

Crystal Ball Outlook

To round off our 2nd annual Field Service Asia we take a light-hearted look at how the Asian field service space is progressing compared to our European and American counterparts. During this informal session we will grab a drink and relax while discussing how you think the field service universe will evolve in Asia.
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Jan van Veen

Founder & Managing Director
moreMomentum

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Remon Rensen

Global Head of Field Engineering
Speedcast

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Douglas Lim

Global Head of Customer Service
TPV Technology

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Francis Ngkaion

Regional Head of Service Operations
Caterpillar

5:15 pm - 5:20 pm Chairperson’s Closing Remarks

Jan van Veen - Founder & Managing Director, moreMomentum
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Jan van Veen

Founder & Managing Director
moreMomentum

5:20 pm - 6:20 pm End of Field Service Asia 2018