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- Improving your service offer is not just good for your customers, it's also crucial to understand ho... Heating up
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 Mobilising the workforce - extending the office boundary
Geoff’s organisation supports 8000 council properties and another near 5000 for other organisations with 60 mobile operatives. In this presentation he assesses the benefits of a recent mobility project among its housing operatives. He charts some key learning points and some of things he would do differently a second time – this presentation is a vital guide to any others planning a mobility project.
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 Mobilising asset management on the Tube
Up to date, reliable, easy to use and quick-to-understand information is the key to enabling improvements in maintenance and delivering whole life asset management. To achieve this Tube Lines is replacing more than 500 databases with a comprehensive asset management system to provide a 'single source of truth'. However, to ensure it remains up to date with the status and history of assets, and to maximise the benefits it offers, the register needs to support work undertaken on the frontline of the Underground. This project sought to achieve this, while integrating with existing systems used across the network, including wireless technologies which would not suffer from interference.
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 Putting the theory of a lead logistics partnership into successful practice
Sun’s strategy for a global spares, repairs and logistics supply chain has been supported by consolidating multiple partners to one global lead logistics provider. Steve explores some of the teething problems experienced through implementation and also how the actual transition was achieved with minimal impact on the operation.
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 Why an integrated service management system pays dividends
In a modern service business there is an essential need for a total and coherent view of the customers. This means reliable and actionable data to be available where and when it is needed. Here, Keith explores how an integrated management system helps provide a truly integrated organisation.
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 Committed to service excellence - but at what cost?
As part of its commitment to service excellence Networks First is making significant investment in every area of its operations. But at what cost and what does it take to ensure partner loyalty and customer retention in this price driven 'me too' market.
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 Choosing and deploying systems from an operational perspective
Paul discusses how his former employer, Centrica, addressed the key issue of how can you de-risk operational impact and maximise business benefit from its system. He will discuss how he used the staged, check points of: creating the vision, supplier selection, deployment preparation, going live and post implementation bedding in – and the resulting benefits.
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 Using wireless email and remote integration to meet consumer market demand
This presentation by Steve Homer takes field service managers outside of their usual experiences but shows how wireless email helped Flamingo Holdings achieve exceptional goals. Every week Flamingo Holdings provides on average a million pre-prepared packs of vegetables and 1.5 million bunches of flowers to UK supermarkets, each of which are available on the shelves within 48 hours from being picked. To achieve this, communication is essential.
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 The strategic imperatives for a 21st century service director
A highly respected and experienced services guru, Steve Downton is also well known as a regular contributor to Service Management. He reveals what he considers to be the key challenges for the service operation, how and where technology can help a manager, the need for strong and profitable relationships and how the operation should be shaping up for the new age of service.
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 The business lessons learned from a customer service deployment
A desire to get closer to its markets led Honeywell to streamline and sharpen its communications processes with engineers and customers across Europe. Tim reveals how the unified technology, people and change management, and business continuance strategy was shaped, created, and delivered and to what effect.
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 Moving from a manual to an automated scheduling process
Automating a traditionally manual work scheduling process touches many parts of the operation and requires careful management to successfully deliver the anticipated benefits. Karl & Richard give detailed insight into how Vodafone developed the process and worked with their people and technology to implement it, detailing the successes, benefits and lessons learned.
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Here exhibitors offer a vast array of systems to automate all areas of the service operation including management systems, scheduling, CRM and web based solutions.
Identify suppliers who can provide voice and/or data systems, portable and ruggedised computers, tracking solutions and integration services.
Find exhibitors to help your logistics and inventory management, call handling, recycling and waste disposal.
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