Service World 2006
Annual User Conference
October 18 - 20, 2006
Baltimore, Maryland
"The Pursuit of Service Excellence"
Service World 2006 is the premier customer event that brings together users in many industries to learn new ideas and share success stories.
These progressive companies are transforming service by leveraging ServiceBench to streamline communication between thousands of business partners to speed problem resolution and increase customer satisfaction. Their search for excellence is boosting consumer confidence and inspiring partner loyalty.
They're dispatching the best-qualified service partner and stocking repair trucks to score "first visit fixes" in record numbers. Suppliers are getting quicker feedback for part repair. Consumer surveys and analytics are uncovering new areas of service quality, product improvement and cost reduction.
Service leaders are industry leaders. They are carefully planning, piloting and deploying building blocks of a complete service supply chain solution. They know what it takes to be #1.
AGENDA
Keynote
"What It Takes To Be #1"
Vince Lombardi, Jr. 
Legendary coach and icon Vince Lombardi had an unparalleled ability to inspire greatness and mold disparate groups of individuals into dominating championship teams.
For decades, writers have attempted to capture Lombardi's compelling model of success. Until now, however, the man and his methods have remained a fascinating enigma. The one person who could truly understand Vince Lombardi’s unrelenting passion for winning is his son, Vince Lombardi, Jr.
Vince, Jr. will explore the fundamental leadership qualities that Vince Lombardi considered essential to success and show how anyone can skillfully apply those qualities to achieve extraordinary results. You’ll learn how to develop Lombardi-like leadership skills.
Featured Speaker
"Profile of Best-In-Class Warranty Management"
Mark Vigoroso, Chief Research Officer, AberdeenGroup
Market pressures are driving companies to find new sources of profitability and competitive advantage. AberdeenGroup recently conducted research to uncover how companies are operating service as a profit center. Did you know that 86% of companies consider effective warranty management as an important driver of overall company performance?
The study identified emerging best practices for warranty management and provides a framework for companies to assess their own capabilities and opportunities. Mark will share the results of Aberdeen’s research and reveal the key performance indicators that distinguish best-in-class companies. You’ll learn goals and strategies to become #1 in warranty management.
Featured Speaker
"Decoding The Consumer's Scorecard"
Dr. A. Richard Bolstein, Emeritus Professor, Department of Applied & Engineering Statistics
While many companies follow up service calls with a questionnaire, they fail to effectively solicit feedback and mine the value chain inside a consumers mind. Properly designed surveys probe for true observations and opinions so potential problems can be identified at the source. Companies gain deeper insight into service performance and perceived product quality. You’ll learn how to optimize surveys to drive improvements that score higher levels of satisfaction and achieve customer loyalty.
Dr. Bolstein will share his research findings in survey sampling and categorical data analysis. He is sought out by federal and state agencies and the private sector. Recently, Dr. Bolstein designed the sampling methodology used by the U.S. Customs Service at all land border crossings and large international airports to measure compliance with U.S. laws.
Product Sessions
Learn firsthand from customers, users and experts how to maximize product usage. You'll gain information that will help you implement new service initiatives, business processes, and technology solutions that will keep your company at the forefront of service management.
Highlights:
Best Practices: Get "how to" advice from ServiceBench experts.
Case Studies: Learn techniques that customers have used to achieve success.
Product Directions: Hear about solution enhancements and product roadmaps.
Network: Meet other warranty and service professionals with similar mandates.
You don't want to miss this opportunity to gain new information that will enable your company to excel in service.
Click for CONFERENCE AGENDA
Click for PRE-CONFERENCE TRAINING for New Users
TRAVEL
Hotel
Hotel accomodations will be at The Baltimore Marriott Inner Harbor at Camden Yards. This contemporary Baltimore hotel is located on the west side of the InnerHarbor, with the easiest and quickest access to all major highways and BWI airport. You'll find an array of outstanding options within minutes of the front door.
A block of rooms is being held for $169 until September 21. Make reservations under "Service World 2006" to receive these discounted rates.
Air
The Hotel is 12 miles from Baltimore Washington International airport (BWI), 45 miles from Reagan National airport and 70 miles from Washington Dulles.
REGISTRATION
There is no registration fee for customers to attend Service World 2006.
Click to REGISTER
