The 11th Annual

12-13 June

2013

The UKs only two-day retreat dedicated to boosting eld and mobile workforce efciency

Achieving world class customer service and back office efficiency through user orientated mobile technology
FSMW 2013 is a two-day event, bringing you strategic insights direct from those who are leading mobile service management change via a series of thematic case studies as well as the opportunity to meet with technology providers to discuss your challenges during one-to-one consultations. In recent years, FSMW has been rated for its interactive nature there is always a healthy discussion during the conference stream which taps into the experience in the room enabling you to exchange ideas, problems and suggested solutions with your peers. At FSMW 2013 you can: Deliver your overall strategic service goals by choosing the right technology partners Adapt your strategies based on insight from the most advanced organisations Hear first-hand accounts of successful technology project implementations with demonstrable financial results Manage change and encourage user adoption explore user orientation and device-independent platforms Hear all-round views on which mobile technology will offer you the most sustainable and agile options Discover how to guarantee the security of your mobile information Improve the quality of your mobile data for efficient customer service Assess the latest services and solutions in the marketplace and look ahead to forthcoming technologies Network with your peers and learn from other projects In addition to the two-day conference the key field service and mobility issues will be discussed in a series of one-to-one consultative meetings with solution providers.

Solution Providers

PSI MOBILE

Everything is included in your complimentary place

A drinks reception and three-course networking dinner on the evening of day one is included, along with accommodation, in your free of charge event pass if you have a qualifying project. To start an application for a delegate place, or if you would like to make other arrangements for your attendance, want to attend with another colleague(s) or have questions, please contact a member of our team on +44 (0)20 7324 2365 or e-mail events@ark-group.com.

Featuring speakers from the following organisations...

DIGITAL

Maintenance

+44 (0)20 7324 2365 | events@ark-group.com | www.field-mobile.com

WHY THIS EVENT?

MEDIA PARTNERS

Achieving world class customer service and back office efficiency through user orientated mobile technology
That you need to equip your workforce with the latest mobile tools so that they can have to-the-minute information at their fingertips when working out in the field is a point that is no longer debated. Everyone knows that the future is mobile. But now the business issues have got more interesting. Having accepted that you need a mobile solution, the question is rather how to ensure that this will deliver your overall service strategy. You want your customers to have a seamless experience, from their first point of contact with the company until the job is complete. At the same time, since recessionary pressures arent going away any time soon, you are focused on making sure that the work is completed in the most efficient manner, saving your hard pressed resources, by linking up easily with your back office and reducing field worker transit times.

service and efficiency. You cant serve your customers well if your engineers have incorrect information in the field and going back to the office to pick up the correct data will only cost you time and money. At FSMW 2013, for the first time in the events history, we will feature a dedicated session on data quality to equip you with the knowledge you need to resolve this challenging problem when you return to the office.

Supplier experience
Last, but by no means least, our ever popular Supplier Panel is back by popular demand. Where else do you have the opportunity to quiz key players in the mobile technology industry on what they anticipate will happen next? Find out the latest news on forthcoming enterprise and mobility solutions; hear how industry suppliers have worked together with service companies to overcome real-world obstacles to implementation and remember to come prepared with your questions relating to the future of mobile working to ensure that you get the most out of this session.

Save time and money

Understandably, as a manager of a field or mobile project or team, and with constant pressure on daily resources, your time is precious right now, but by attending FSMW 2013 for two days, you will save yourself months of work by making sure you have clear strategic goals and the right technology to achieve them from the outset. Indeed, one of our past attendees rethought their whole strategic approach, purely because of insight gained from one of our speakers at a previous event. By choosing the right technology partners to align with your strategic goals and getting upfront advice from our speakers on the common pitfalls before you begin, you can avoid wasting a single second of your time.

Holistic experience
With an eleven year track record in bringing together the leaders of field and mobile teams, technology directors and those players at the forefront of the technological mobile revolution, FSMW 2013 will now place its focus firmly on holistic service management, showing you how mobile solutions have supported and delivered overall customer service visions in key industry sectors.

Household names
This year the programme includes a number of household names from the retail, logistics, construction, utilities and public sectors including Tesco Maintenance, May Gurney, Crossrail, South East Water and Alliander (the Netherlands). Speakers with experience of managing remote teams that are working under constant customer service pressure will share their stories and insights to demonstrate how they started with clear, strategic efficiency goals which were brought into effect by implementing the right technology.

Superior networking opportunities

Our strict qualification process guarantees uniformly senior delegates at the same stages of strategic decision-making, facing the same management and implementation issues. You will therefore be able to meet like-minded peers on an informal basis to discuss different approaches and experiences in selecting and implementing the most appropriate technology for your organisation. The structure of the event allows plenty of opportunity to discuss and debate strategies and develop business contacts, including: Interactive and practical sessions during which discussion is encouraged One-to-one consultative meetings with technology suppliers Opportunities to make new contacts and catch up with old acquaintances, including the informal networking dinner at the end of the first day

Device comparison
With bring your own device now a growing trend, the previous comparison of mobile devices that was so fundamental to earlier buying decisions has become less important. Now what matters is having a service solution or an integrated platform that can be used across various different formats, mobile or otherwise, to suit user preferences.

Change management
While user orientation is a strategy that is gaining pace, managing change and encouraging user adoption of new technology in a typically older workforce, with longstanding employees, is an issue that still dogs many of the traditional service industries. Change management will be a strong theme throughout FSMW 2013, when our speakers will look at how different companies are taking advantage of different ages and skills in their workforce and also seeking out the next generation of field service workers. One sector that has had to change a lot in recent years is the government sector and at this years event a Director of the UKs former central government mobility project, Project Nomad, will share experiences from a decade of near-constant change in terms of mobility adoption. Once peripheral to this subject area, data quality has now moved in to the mainstream as a key aspect in delivering first-class customer

One-to-one meetings
The 30 minute consultative one-to-one sessions will give you the opportunity to sit down with senior representatives from leading solution providers, and quiz them on exactly how they can help you solve your challenges.

Register
Providing you meet our qualification criteria and have projects that you can discuss with our participating solution providers onsite, attendance is free of charge. To start an application for a delegate place, or if you would like to make other arrangements for your attendance, want to attend with another colleague(s) or have questions, please contact a member of our team on +44 (0)20 7324 2365 or e-mail events@ark-group.com.

+44 (0)20 7324 2365 | events@ark-group.com | www.field-mobile.com

EVENT AGENDA
09:00 09:20 09:30
Registration and refreshments Welcome to FSMW 2013 Steve Downton, Director, Downton Consulting

DAY ONE WEDNESDAY 12 JUNE 2013

KEYNOTE | How successful companies are driving convergence for enhanced customer experience How they are applying a unified customer strategy (field, call/contact centre and website) to the customer interface How they have approached the integration of the cloud, mobile, social media and other technologies under a service management umbrella How they are taking advantage of differing ages and skills within the workforce Steve Downton, Director, Downton Consulting Data quality: Mobile as a component in the data/information picture Integration of data quality into business processes Capturing and maintaining data Understanding the importance of local data stores and how to use them Validating input Martin Giel, Operations Systems Manager, South East Water Information Services One-to-one business meeting/networking One-to-one business meeting/networking SUPPLIER PANEL | A chance to quiz those at the forefront of the technology industry Benefit from the experience of our partner suppliers in overcoming field service and mobile implementation challenges: Improving the customer service orientation of mobility solutions how do you take a holistic approach? How will convergence impact on niche players? When is the right time to buy? Projecting the future of in-vehicle solutions driver behaviour and safety; risk profiling; fuel and cost efficiency considerations; impact of legislation Looking ahead to the future what will 4G, white space, telematics as a hub, RFID, augmented reality and graphene bring? Panelists include: Giles Margerison, Sales Director UK & Ireland, TomTom Business Solutions Marc Begg, Sales Director, Peak-Ryzex Colin Challenger, Principal Consultant, AMT-SYBEX David Costello, CEO, PSI Mobile Ian Mapp, VP, Marketing IFS Service Automation, IFS One-to-one business meeting/networking Networking lunch break CASE STUDY | Managing change to an integrated platform incorporating handheld devices Understanding why you need to change Exploring the feel of the new technology for the engineers Overcoming resistance, managing change What has it felt like to undergo a period of intense technological change? Next steps speeding up response times; expanding the platform to other areas of the business Stephen Buck, Project Manager and Jason Murphy, Business Change Manager, Tesco Maintenance From reactive to proactive field service operations Today handling workflows Vision context-aware offer tasks to our staff How align context, content and processes Tomorrow tasks and relevant content pushed automatically Michel de Goede, Strategy Consultant/Enterprise Architect, Alliander, the Netherlands One-to-one business meeting/networking One-to-one business meeting/networking CASE STUDY | Bringing the enterprise to the user Understanding what your users need and how they work Developing a flexible framework for delivering enterprise mobile solutions Working towards a device independent solution Ensuring a consistency of look and feel across different devices Michael Clay, IT Director, May Gurney Close of day one Drinks reception and dinner

10:10

10:50 11:20 11:50

12:30 13:00 14:00

Maintenance

14:40

15:20 15:50 16:20

17:00 19:00

+44 (0)20 7324 2365 | events@ark-group.com | www.field-mobile.com

EVENT AGENDA
08:45 09:00 09:30
Check out Registration and refreshments

DAY TWO THURSDAY 13 JUNE 2013

Where will the next generation of service engineers come from? Understanding generational differences what are the different motivational factors? How different generations can work together FLOOR DISCUSSION: What can be done to attract and train the new generation of field service employees? Simon Moran, Owner and Organisation Transformation Specialist, Change & Co One-to-one business meeting/networking One-to-one business meeting/networking Digital Nomads: A decade of mobile working The Nomad story (public sector transformation) Changing how we work The challenges and lessons learned What next? Ken Eastwood, Director, Digital Nomads One-to-one business meeting/networking One-to-one business meeting/networking Networking lunch break Advancing the use of Mobile IT on the Crossrail Project Neill leads Crossrails BIM in Delivery Working Group (BiDWG). This is a collaborative group comprising Crossrail project site teams, delivery partners and contractors. This group works to ensure that information quality and integrity is not compromised as it is passed between organisations and applications during the delivery of the project. Within BiDWG there are 3 task groups one of which is focusing on Mobile IT, Neill will explain the activities of this group in 2012 and its plans for 2013 including the deployment of devices and a suite of Field Workforce Apps for deployment on project sites. Neill Pawsey, Project Information Senior SME, Central Project-wide Construction, Crossrail One-to-one business meeting/networking Taking a holistic approach: Introducing mobility as part of your overall field service management system Starting with the process process harmonisation Learning from experience Changing organisational structures and job descriptions to facilitate the introduction of new mobile tools Managing the change determining the right level of support for new users Alun Jones, Regional Head of IT, Konecranes Global Service Operations: Challenges facing Rolls-Royce Scope of global support for service operations Integration of Operations Centres with deployed teams How IT can support seamless service delivery to our customers David Ashworth, Operations Executive - Services Function, Rolls-Royce Close of event

10:10 10:40 11:10

DIGITAL

11:50 12:20 12:50 13:50

14:30 15:00

15:40

16:00

Why is FSMW by qualification only?

Because FSMW 2013 is designed to enable senior managers to learn from each others experience, we apply strict qualification criteria. This ensures all delegates are of a similar level of seniority, experience and responsibility. In order to qualify, you will need to be playing a key role in implementing field service or mobility management projects in your organisation.

FSMW 2013 is taking place at De Vere Theobalds Park, Cheshunt, Hertfordshire

www.deverevenues.co.uk

+44 (0)20 7324 2365 | events@ark-group.com | www.field-mobile.com