1. Benchmark
Register by Against Our
October 16, 2009
and attend the
Industry Experts
conference Chuck Cohen
only for Vice President Field Service
$1,199! Hill-Rom
Marlene Bessette
Vice President Strategy and
Customer Loyalty
Xerox
Dick Frishkorn
Managing Director Global
Customer Field Support
Group
GE Aviation
Richard Springer
Increasing Service Levels and Value in an Vice President Customer
Service
Economically Restrained Environment Tomotherapya
December 8-10, 2009 • Caesar’s Palace, Curt Hill
Las Vegas, NV Vice President Technical
Support
Cisco
Dennis Pappas
Director International
Customer Support
Hologic
Nick Payne
Director of Training
Siemens
Patrick Welch
Director of US Service Sales
Kodak
Attend Field Workforce Optimization 2009 and explore strategies to: Gregory Bond
Director Service
✔ Developing a portfolio that maximizes ✔ Integrating product data and with KCI USA
service revenue: articulating value to multiple field systems to enable
your customers technician productivity Amos Schneller
Director Customer Support
✔ Integrating with your third partie’s ✔ Setting the investment criteria for Minntech
platforms and processes to ensure service immediate and long-term ROI from Mary Klein
delivery in an outsourced environment mobile solution investments Director Field Service
Technology
Avaya
New For 2009 Workforce Optimization Idea Xchange, December 9:
Paul Davy
Discuss best practices to optimize your workforce and gain new perspective on critical Manager of Field Service
issues at the inaugural Workforce Optimization Idea Xchange. These focused grouped MDS AT
discussions allow you to target your specific day-to-day challenges.
Bob Ticknor
Vice President Business
Sponsor: Media Partners: Development
Qualtech Systems, Inc
Ed Carlsen
Manager Distribution
Management Systems
www.fieldworkforceevent.com Georgia Power

2. About Service
Management IQ:
A division of International Quality and
Productivity Center (IQPC), the Service
Management IQ focuses on all aspects
of service delivery for cross-industry
service and support executives. By
concentrating research and topic
development into targeted programs
such as Service Parts Management,
Warranty Management, Knowledge
Management, Remote Service and
Device Monitoring and much more we
can ensure our attendees are receiving
Increasing Service Levels and Value in an the most up-to-date topic and
technology discussions than anywhere
Economically Restrained Environment else. Our unique programs are tailored
to the specific needs of the service
industry allowing for optimized
December 8-10, 2009 • Caesar’s Palace, Las Vegas, NV takeaways and strategies that can be
leveraged at your organization. For
more information on the Service
Management division at IQPC contact
Jonathan Massoud at 212-885-2787,
or email at
Dear Colleague,
Jonathan.Massoud@IQPC.com
In the current economic turmoil, bus
inesses have little choice but to focu
on their existing workforce. Conside s
ring the decline in headcount for Who Should Attend:
technicians and engineers service
organizations must optimize their Vice Presidents and Directors of:
resources and capabilities to drive
low-cost solutions and maintain high • Field Service
levels of customer satisfaction whe Technical Support
n it’s most needed. •
• Customer Service
Developed from in-depth cross-indus • Customer Satisfaction
try research with 32 senior-level
executives, the agenda features bot • Quality
h the strategic and tactical strategi
to leverage existing technology and es • Reliability Engineering
enhance field productivity.
• Support/Call Center
The Field Workforce Optimization • Product Marketing
Summit is the only North American
cross-industry workforce managemen
t and mobility event for service
executives. This is your opportunity
to network with the industries
thought leaders in workforce man Sponsorship and
agement, technology integration and
project management to tackle you
r most difficult challenges in training Exhibition
field force automation, third-party ,
outsourcing and web-based tools
highly complex environments. Prep in Opportunities
are for 2010 and beyond by attendin
Field Workforce Optimization 200 g
9 in Las Vegas! Sponsorship and exhibits are excellent
opportunities for your company to
I look forward to seeing you Las Veg showcase its products and services to
as! high-level, targeted decision makers
attending the Field Workforce
Sincerely, Optimization Summit. IQPC helps
our dynamic companies like yours achieve sales,
P : Don miss shops!
.S ’t marketing and branding objectives by
ork
Pre-Summit W
setting aside a limited number of
event sponsorships and exhibit spaces
or details!
Se e page 3 f – all of which are custom tailored to
help your company create a platform
Jonathan Massoud to maximize its exposure at the event.
Director Service Management IQ To learn more about these and other
marketing opportunities please email
at sponsorship@iqpc.com.
2 Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com

3. Workforce Management
Performance Workshops
December 8, 2009
8:45 – 11:45am
A Crossing the Chasm: Taking the Leap from Manufacturer to Valued Service Provider
by Owning the Customer User Experience
As products commoditize into lower-cost production areas, manufacturers How you’ll benefit:
today need new offerings to retain their customer base. Firms are turning to • Effectively integrate multiple systems to interface onto one platform
the service aftermarket for both growth and profitability while better • Increase customer satisfaction and your bottom line through greater
supporting customers with a more positive user experience. service delivery and user experience
• Capture recurring revenue opportunities from improved branding and
In the workshop you’ll learn: improved customer loyalty
•
How you can put the right tools and applications in place to make the
transition Be sure to attend this workshop to discuss the tools, technology, and cultural
• How to become customer focused with greater emphasis on the 'user- market shift in order to meet the needs of tomorrow's user-focused markets.
experience's
• How to lock-in customers for the longer-term with the best contract value Workshop Leader:
• How to shift from 'product vendor' to 'trusted advisor' Stephen Slade
Senior Director Applications Marketing
Oracle
12:00 – 3:00pm *Lunch will be served
B Empowering Your Field Personnel Through Workforce Automation
Successful companies in today’s service world understand that to stay ahead • How to better understand key measurements and how they impact the
of the competition their mobile workers require tools more powerful than value of your business (group exercise)
current paper and telephony based systems. Today’s leading organizations
understand that front-line workers rely on real-time information gathering and How you’ll benefit:
retrieval systems for daily success. In this workshop Greg breaks down a high • Develop readily available access of corporate information and data
level outline of the evolution of technology and the barriers of leveraging collection applications to boost remote worker productivity
these technologies for a competitive advantage in your industry. • Increase sales, and improve delivery tracking in real time
• Shift from a reactive to a proactive service organization
In this workshop you’ll learn:
• How to explore the use of standard tools and communication frameworks Workshop Leader:
• Introduction of how to utilize concept of atom based processing devices Greg Lush
• Analyzing three different levels of scorecards to streamline business process VP & Chief Information Officer
The Linc Group
3:15 – 6:15pm
C Enabling Service Agent Productivity: The Complete Service Interaction Process From
End to End
With a drastically changing workforce retiring or leaving how are you going to • How to develop more emphasis on extracting usable life out of products
continue to provide service excellence in light of skill and resource depletion? that near the end of their lifecycle
Today’s economy has driven companies to cut onsite support and field labor
from traditional services and in mid 2009 shutdown weeks were not scarce How you’ll benefit:
amongst leading organizations. Now is the time to strive for industry best •
Impact key customer metrics for quality of service, downtime avoidance
practices that drive service agent productivity, there’s no more vital time to get and increased instrument uptime
this under control. In this workshop Bob shares strategies for you to take back • Optimize workflows and dispatching while decreasing field technician
to the office and begin your service transformation right away and how this deployments
will drive other IQPC events beginning in February • Broadening the knowledge and support of your specialized technicians
on multiple product lines
In the workshop you’ll learn:
• How to extract valuable machine data that once released can provide a path Workshop Leader:
to service excellence Bob Ticknor
•
How remote connectivity can maintain and plan for a distributed workforce Vice President Business Development
to transform their job description Qualtech Systems Inc.
Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com 3

4. Main Conference Day 1
December 9, 2009
7:00 Registration & Coffee organization to define and manage segments in a way that helps it
to clearly differentiate your unique selling proposition and the
8:00 Welcome Remarks value you can offer specific groups of customers and your ability to
engage them. Be sure to join us and see what your peers have
Jonathan Massoud
done to increase market place reputation and drive improved
Director Service Management IQ
financial performance to the bottom line
IQPC
11:00 Workforce Optimization Idea Xchange: Double
8:05 Chairperson’s Opening Remarks Session
Bob Ticknor You’ve spent the morning listening to case studies and approaches
Vice President Business Development to better leverage the latest technologies and strategies into your
Qualtech Systems Inc business processes. This is your time to take part in discussion you
can’t get anywhere else. Meet and learn from your peers while
8:15 Leveraging “Force Multipliers” To Support gaining new perspectives on these critical issues. This is your
Customers in an Economically Restrained opportunity to roll up your sleeves, get the answers and learn the
Environment best practices you came to Field Workforce Optimization for, as
Dick Frishkorn well as contribute to your colleague’s experience.
Managing Director Global Customer Field Support Group This is an opportunity to network with the industries thought
GE Aviation leaders in workforce management, technology integration and
project management to tackle your most difficult challenges in
Getting the most productivity out of your workforce with existing
training, field force automation, third-party outsourcing and web-
tools and technology is a challenge for us all. Exacerbated by
based tools in highly complex environments.
diminishing resources and financial restraints 2009 has put leading
service organization to test. In this session GE Aviation’s Dick
12:30 Lunch
Frishkorn shares how they’ve not only managed but have achieved
success in today’s economy. Highlights include:
• Maximizing digital and manpower response tools
1:30 Enabling Technician Productivity: Integrating
• Identifying strategies to segment your customer base and engage
Machine Data with Multiple Field Service Systems
them accordingly Richard Springer
• Increasing your service levels and value with a fragmented Vice President Customer Service
customer base Tomotherapy
9:00 Creating Interfaces Between Mobile And Back-
• Exploring how remote connectivity can maintain and plan for a
Office Applications distributed workforce to transform their job description
• Developing more emphasis on extracting usable life out of
Curt Hill products that are near the end of their lifecycle
Vice President Technical Support • Impacting key customer metrics for quality of service and
Cisco downtime avoidance
• Exploring benefits of grass-roots solutions vs. major software
programs 2:15 Identifying the Right Mobile Solutions for Your
• Effectively capturing field and operational data and ensuring Organization: Outlining Gaps in Your Current
effective communication channels coming and going Workforce Management Processes
• Streamlining the data feed from the field to back office operations Dennis Pappas
• Proving efficiencies in usability and field performance Director International Customer Support
Hologic
9:45 Morning Networking Break
With recent figures suggesting mobile Field Service Application
10:15 Panel Session: Segmenting Your Market Place to adoption has reached early majority, service leaders such as Hologic
Optimize Your Selling and Contract Renewal that have benefited from an early start in their mobile strategy are
Opportunities leveraging their investments in mobile computing to transform
their processes and widen their competitive advantage.
Dennis Pappas
Director International Customer Support
In this session, Dennis provides attendees with an unprecedented
Hologic
look at how they have taken advantage of their early start in the
Paul Davy mobile field service journey and continued to adapt the mobile
Manager Field Service application in light of new businesses, processes and products.
MDS AT Pappas highlights key learnings from the first phase of Hologic's
This year organizations have been multiplying and fragmenting mobile field service deployment that began in 2003 and outlines
their customer environments via targeting buyers or groups of the major technology and business process innovations
buyers to increase revenue. As a service executive you need to implemented throughout their six year journey.
ensure you’re targeting the most valuable customers by offering
highly focused and integrated services. This requires your 3:00 Afternoon Networking Break
4 Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com

5. 3:30 Panel Session: Effectively Partnering With Third Has the economy worsened your human capital issues? Has it been
Party Service Organizations exacerbated by an aging workforce and changing skill
requirements? Leading support organizations are discovering how
Curt Hill to apply predictive staffing models which are ‘tried and true’ in
Vice President Technical Support centralized support organizations to dispersed, mobile workforces
Cisco in order to optimize near-term staffing, anticipate the result of
Richard Springer future strategies, test various scenarios and select the best possible
Vice President Customer Service course of action. In this session Marlene shares how you can
Tomotherapy explore and understand complex relationships among resources,
systems and processes to optimize the utilization of your
• Committing greater resources to emerging markets to avoid workforce.
weak links in support Highlights include:
• Identifying and managing risks when driving major change
• Utilizing IP Video and other rapidly deployed technologies for the
new markets through a large and tenured workforce
• Forecast optimum staffing requirements, seasonally, yearly,
• Bridging your third-parties gap of skills and knowledge
• Absorbing your partners information and processes into your monthly, weekly, daily
• Combining workforce planning with automated directed
operations and vice versa
dispatch to deliver optimal results for your customers
• Develop analyses to project optimal level of direct workforce
4:15 Day One Closing Keynote: Developing a
Workforce Optimization Model And Effectively while identifying needs, level, and value of supplemental flexible
Combining Automated Directed Dispatch staff
Marlene Bessette 5:00 Conclusion of Main Conference Day One
Vice President Strategy and Customer Loyalty
Xerox
Main Conference Day 2
December 10, 2009
7:45 Registration & Coffee for field support and routing
• Improving forecasting accuracy and developing alternative
8:15 Chairperson’s Opening Remarks scheduling to optimize resolution time
8:30 Developing a Holistic Approach to Maintaining 10:00 Morning Networking Break
Your Customer Base
10:30 Panel Session: Leveraging Mobile Workforce
James Patrick Welch Solutions to Reduce Operating Costs and
Director of US Service Sales Increase Efficiencies
Kodak
Mary Klein
• Strategically mapping your approach to articulate value to your Director Field Service Technology
customers Avaya
• Structuring your existing customer data to uncover what your
customers really need Amos Schneller
• Segmenting your market place to optimize your selling and Director Customer Support
contract renewal opportunities Minntech
• Exploring the value you want to put into your program and • Creating a seamless end user experience by integrating multiple
training your people to close the deals
solutions onto one platform
• Evaluating the benefits of creating one platform for all of your
9:15 Investing In a New Workforce Scheduling mobile solutions to communicate
System • Identify which operations (i.e. field engineering, customer
Leticia Leinard-Weidenhamer information systems, outage management, work management
Director Field Service systems) to implement the software
• Determining which skill sets are required vs. what skills sets the
Cox Communications
end users have
• Identifying the right solution provider to match your • Deciding to go with an on or off-the-shelf product
organizations needs • Assessing the need to use a third-party transforming tool
• Deciding which tool requires the least amount of configuration or not
and customization • Implementing a cost benefit analysis model to predict expected
• Evaluating the impact of operational complexity long-term ROI
• Overcoming challenges in reducing and tightening up your
• Continuously monitoring operational performance of each
technicians routes support function
•
Ensuring you’re developing the appropriate tools and processes
Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com 5

6. 11:15 Integration of Mobile Workforce Technology to 1:45 Optimizing Web Based Training for Your
Leverage Operational Efficiencies and Continuous Workforce and Your Customers
Improvement Activities Nick Payne
Chuck Cohen Director of Training
Siemens
Vice President Field Service
Hill-Rom • Identifying new tools and methods to translate into a training
curriculum that is engaging to your workforce
Are your key metrics out of line with your competition and peer • Providing self-service training for customers to alleviate call volume
groups? In the world of support operations, leveraging assets is the and technician deployment
name of the game in ensuring that your organization will remain • Effectively tracking and reporting learner progress in the web
competitive. Continuous improvement of processes, leveraging environment
assets and human capital are essential to effective field service • Exploring methods to ramp-up new hires
organizations. Business managers and organizations need to • Educating and delivering a consistent message to your sales force,
leverage technology solutions as enabling platforms for continuous field support and customers
improvement activities. Mobile technology is redefining the industry
for best in class companies who have an objective for long term
competitive differentiation. In this session Chuck highlights Hill- 2:30 Afternoon Networking Break
Rom’s processes in:
3:00 Southern Company Case Study:
• Developing a mobile workforce technology platform Integrating Field Tools and Multiple Applications to
• Achieving key success elements Increase Workforce Productivity
– Real-time workflow management
– Inventory accuracy (GAP principles) Ed Carlsen
– Return on invested capital (ROIC), days sales outstanding Manager Distribution Management Systems
(DSO), credits as a percentage of revenue reduction Georgia Power
• Leveraging key metrics
– Is your mobile workforce technology useful and effective
Southern Company has recently completed a deployment of the
– Does it drive improvements in business metrics
Ventyx Service Suite software to over 1800 field users. This
deployment encompasses numerous types of users and work including
• Margin expansion meter-related activities, outage first responders, maintenance crews,
• Customer satisfaction/quality engineers, forestry, and claims. Along with their deployment they’ve
• Exploring Next steps
– GPS technology
also added a reporting tool to optimize monitoring and productivity
– RFID Technology
measurement. The integration of the various systems (mobile work
– Dispatching/scheduling capability
management, customer information system, outage management
system, AMI Automated Metering Infrastructure, etc.) has be an
important part of this enterprise deployment. In this session Ed
12:00 Lunch highlights their lessons learned in:
• Leveraging technology to track and manage workforce workload
1:00 Exploring Strategies to Avoid Technician Rollout and performance
While Cutting Costs & Utilizing GPS Tracking To • Effectively on-boarding technicians with technology through training
Ensure Technician Productivity and on-going daily support
• Integrating AMI with an outage management system
Mary Klein – factoring scheduled work from your workforce management
Director Field Service Technology system to avoid reporting errors and outages due to scheduled
Avaya meter work
• Broadening the knowledge and support of your specialized
• Improving forecasting and analysis through automation
technicians on multiple product lines
• Exploring best practices to deal with consumer angst 3:45 Ask The Experts Panel Session
• Evaluating strategies that best meet affordability Hosted by
• Providing technician training on your knowledge management Bob Ticknor
system Vice President Business Development
• Effectively relating your open service events through GPS tracking Qualtech Systems, Inc
• Distributing workload information and regionalizing work orders
by technician availability After two full days of information being shared our industry experts
• Optimizing the data relation between reporting back office from will take the time to answer your questions personally. Didn’t get a
previous service events for parts needed chance to meet a particular presenter, missed an important part of the
session or do you need an additional explanation or perspective on
any particular issue or challenge? This is your opportunity to expand
on your takeaways and get the answers for which you came.
4:30 Conclusion of Field Workforce Optimization Summit
About Our Media Partners
Integrated Solutions shows organizations how to The National Association of Service Managers
capture, generate, and retrieve data at all points of work is the oldest, professional nonprofit association of
and service. We educate IT decision makers about wireless product service executives in the United States.
and mobility technologies that drive business performance Founded when service techniques were just
– and revenue – by eliminating boundaries of time, distance, and scale. beginning to be highly recognized as a sales and marketing tool.
Integrated Solutions covers the wireless infrastructure and enabling NASM is an organization dedicated to provide professional leadership
hardware and applications that allow end users to benefit from true and education to the service executive, while developing their
mobility. Website: http://www.isminfo.com/ managerial expertise in the business and organizations that they
represent. Website: www.nasm.com
6 Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com

7. Registration Information
Register by Register by Standard
Qualified Professionals By 10/16/2009 By 11/13/2009 Price
Conference Only $1,199 $1,599 $1,799
All Access Pricing $2,099 (save $1,347) $2,499 (save $947) $2,699 (save $747)
Workshop each $549 $549 $549
Please note multiple discounts cannot be combined. ABA/Routing #: 021000021
A $99 processing charge will be assessed to all registrations not Reference: Please include the name of the attendee(s) and the event
accompanied by credit card payment at the time of registration. number: 12609.003
MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC Payment Policy: Payment is due in full at the time of registration and
* CT residents or people employed in the state of CT must add 6% sales includes lunches and refreshments. Your registration will not be
tax. confirmed until payment is received and may be subject to cancellation.
For IQPC’s Cancellation, Postponement and Substitution Policy,
TEAM DISCOUNTS: For information on team discounts, please contact please visit www.iqpc.com/cancellation
IQPC Customer Service at 1-800-882-8684. Only one discount may be
applied per registrant. Special Dietary Needs: If you have a dietary restriction, please contact
Special Discounts Available: A limited number of discounts are available Customer Service at 1-800-882-8684 to discuss your specific needs.
for the non-profit sector, government organizations and academia. For ©2008 IQPC. All Rights Reserved. The format, design, content and
more information, please contact customer service at arrangement of this brochure constitute a trademark of IQPC.
1-800-882-8684.
Unauthorized reproduction will be actionable under the Lanham Act and
Details for making payment via EFT or wire transfer: common law principles.
JPMorgan Chase
Penton Learning Systems LLC dba IQPC: 957-097239
About the Venue
Caesar’s Palace
3570 Las Vegas Boulevard, Las Vegas, NV 89109
866-227-5938 (toll free) • www.harrahs.com
From the moment you walk through the doors IQPC has a reduced sleeping room rate for
of Caesars Palace, you know you've arrived at Field Workforce participants. The group rate may
the most prestigious resort in the world. be available 3 days prior and 3 days post event
Impeccable service. Luxury. All the little details dates, before November 13, 2009, and is subject
that make the difference between an ordinary to availability.
visit and a spectacular experience are yours.
About Our Sponsor
Qualtech Systems, Inc (QSI) offers field service consumption rate and work force productivity. QSI’s TEAMS ®
intelligence solutions to OEMs and end users in software solutions enable optimization of product design for effective
the commercial and defense space. QSI field service, provide timely and actionable service intelligence in the
customers have consistently achieved higher field through real time and ondemand monitoring and diagnostics
customer satisfaction and improved profitability and guide every technician to perform like an expert. Some QSI’s
by optimizing field service operational metrics customers include Boeing, FEI, GE, Honeywell, NASA, Orbotech, Pratt
such as, asset uptime, lead time to act, mean & Whitney, Sikorsky, Thales and DoD. Website: www.teamqsi.com
time to repair, first time fix rate, spares
Register now! 1-800-882-8684 or visit www.fieldworkforceevent.com 7

8. International Quality & Productivity Center
REGISTRATION CARD 535 5th Avenue, 8th Floor
New York, NY 10017
YES! Please
register me for
❑ Main Conference Only
❑ All-Access Pass
Choose Your Workshop(s)
❑ Workshop(s) Only
❑A ❑B ❑C
See Page 7 for pricing details.
Your customer registration code is:
When registering, please provide the code above.
Name__________________________________ Job Title ________________________
Organization____________________________________________________________
Approving Manager______________________________________________________
Address________________________________________________________________
City__________________________________State______________Zip____________
Phone________________________________Fax_______________________________
E-mail__________________________________________________________________ 5 EASY WAYS TO REGISTER:
❑ Please keep me informed via email about this and other related events. 1 Web: www.fieldworkforceevent.com
❑ Check enclosed for $_________ (Payable to IQPC)
2 Call: 1-800-882-8684
❑ Charge my __Amex __Visa __Mastercard __Diners Club
3 Email: info@iqpc.com
Card #__________________________________Exp. Date___/___ CVM code ______
4 Fax: 1-646-378-6025
Details for making payment via EFT or wire transfer can be found on
5 Mail: IQPC
preceding page.
535 5th Avenue, 8th Floor,
❑ I cannot attend, but please keep me informed of all future events. 12609.003/D/SC New York, NY 10017
Take the guess work
out of it – Attend Field
Register by Workforce Optimization
October 16, 2009
and attend the 2009 and explore
conference strategies to:
only for
$1,199! ✔ Developing a portfolio
that maximizes service
revenue: articulating
value to your customers
✔ Integrating with your
third partie’s platforms
and processes to ensure
service delivery in an
outsourced environment
Increasing Service Levels and Value in an ✔ Integrating product data
Economically Restrained Environment and with multiple field
systems to enable
December 8-10, 2009 • Caesar’s Palace, technician productivity
Las Vegas, NV
✔ Setting the investment
criteria for immediate and
long-term ROI from
mobile solution
investments