Presentations

On this page, you will find presentations from past ISLA events and given by competent speakers from industry and science. Download access is restricted to ISLA members and requires a password for login. Please note our terms of use and copyright information. If you are not a registered user, but interested in one of the presentations below, please contact us by e-mail.

North American Service & Parts Focus Day  on June 27, 2018
Service Leaders Summit 2018  on May 15 and 16, 2018
Service Logistics Innovation Focus Day  on October 12, 2017
North American Service & Parts Focus Day  on June 20, 2017
Service & Logistics Summit 2017  on May 16 and 17, 2017
Service Process Innovation Focus Day on October 26, 2016
North American Service & Parts Focus Day  on October 4, 2016
Service Operations Focus Day on June 8, 2016
Service & Logistics Summit 2016  on April 12 and 13, 2016
Innovation Forum »Digitization and IoT«  on October 14, 2015
Focus Day »Network & Dealer Inventory Mgmt«  on April 22, 2015
ISLA Campus »Business meets Science«  on March 16, 2015
North American Service & Parts Focus Day  on July 15, 2014
Service & Logistics Summit 2014  on May 13 and 14, 2014
Innovation Forum »3D Printing of Spare Parts«  on November 19, 2013
ISLA Campus »Business meets Science«  on September 10, 2013
North American Service & Parts Focus Day  on May 8, 2013
SPL2025 Focus Day  on November 8, 2012
North American Service & Parts Focus Day  on October 4, 2012
Service & Logistics Summit 2012  on April 17 and 18, 2012
Focus Day »Service Parts Management«  on November 9, 2011
Service & Logistics Summit 2011 on May 24 and 25, 2011
Focus Day »China«  on March 22, 2011
Service & Logistics Summit 2010 on May 4 and 5, 2010
Focus Day »Service Parts Management«  on November 26, 2009
Service & Logistics Summit 2009 on May 13 and 14, 2009

North American Service & Parts Focus Day on June 27, 2018

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Company: Barkawi Management Consultants
Speaker: Gopal VK, Vice President
Title: Brigding the gap between parts and service

Focus Day Presentation by Gopal VK, Barkawi

Company: Crown Equipment Corporation
Speaker: Craig Bruns, Vice President Customer Support
Title: Remember when customers used to call for service? —
Leveraging the power of IoT and Big Data to provide a connected service experience

Focus Day Presentation by Craig Bruns, Crown

Company: Manitou Group
Speaker: Sylvain Jaguelin, Global Parts Operations Manager, and
Kelly Schnorenberg, Spare Parts & Attachments Operations Manager
Title: Right parts, right place, right time! — Set a global inventory management approach with an APS project

Focus Day Presentation by Sylvain Jaguelin and Kelly Schnorenberg, Manitou Group

Company: Normet
Speaker: Creig Walker, Service Business Line Manager North America
Title: Field Service Digitalization — Rather a change management than a technical challenge

Focus Day Presentation by Creig Walker, Normet


Company: Syncron
Speaker: Lindsay Mahoney, Senior Director Marketing
Title: Aftermarket Disruption: The journey from break-fix
to maximized product uptime


Focus Day Presentation by Lindsay Mahoney, Syncron


Service & Logistics 2018 on May 15 and 16, 2018

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Company: AGCO
Speaker: Marco Piovano, Senior Manager Supply Chain Parts EME
Title: Actively managing your dealers and getting closer to your end customers

Summit Presentation by Marco Piovano, AGCO

Company: Bühler
Speaker: Harry Blöchlinger, Head of Corporate Service and Sales
Title: Make your installed base ready for the Internet of Things — How Automation Retrofit brings new life to dated equipment

Summit Presentation by Harry Blöchlinger, Bühler

Company: Crown
Speaker: Dean Alt, Director Customer Support EMEA
Title: Providing service before your customers know they need it

Summit Presentation by Petra Popp, Carl Zeiss

Companies: GE Power and Fraunhofer Austria
Speakers: Kerstin Dittmann, Product Service Engineer, Distrbuted Power, and Martin Riester, Head of Division Logistics Management
Title: Digital revolution of Distributed Power services — End-to-end process for future forecast of maintenance events and spare parts

Summit Presentation by Kerstin Dittmann, GE Power, and Martin Riester, Fraunhofer


Company: GF Machining Solutions
Speaker: Marcel Vorburger, Head of Services and Academy
Title: Post-acquisition integration of a software company to accelerate the digital transformation of a manufacturer’s service offering

Summit Presentation by Dr. Guido Hild, GEA

Company: Heidelberg
Speaker: Prof. Dr. Ulrich Hermann, Member of the Management Board and Chief Digital Officer
Title: Go digital: Transforming from product focus to a customer centric business

Summit Presentation by Prof. Dr. Ulrich Hermann, Heidelberg


Company: KSB
Speaker: Dr. Bernd Garbe, Global Executive Officer Service
Title: On the road to a comprehensively digitized service


Summit Presentation by Stefan Brehm, Jungheinrich


Company: Normet
Speaker: Mikko Immonen, Sr. Vice President Life Time Care Business
Title: Field Service Digitalization — Rather a change management than a technical challenge


Summit Presentation by Mikko Immonen, Normet


Company: Philips
Speaker: Tina Lilje, Sr. Director, Head of Global Customer Service Diagnostic X-Ray and Mammography Solutions
Title: Keeping up with ever-changing customer demands in the healthcare space


Summit Presentation by Peter van der Vlugt, Kverneland Group


Company: Rosenbauer
Speakers: Michael Friedmann, SVP & Head of Group Strategy, Innovation & Marketing, and David Windhager, Head of Global Product Division Customer Service
Title: The service business in the firefighting vehicle sector — Challenges and digital innovations


Summit Presentation by Michael Friedmann & David Windhager, Rosenbauer


Company: SiemensGamesa
Speaker: Carsten Winther Knudsen, Global Head of Supply Chain Business Improvement
Title: Setting up “one” global SCM standard in a merged company


Summit Presentation by Carsten Winther Knudsen, SiemensGamesa


Company: TOMRA Sorting
Speaker: Andreas Reddemann, Vice President Global Service Food
Title: When is the right moment to integrate new technologies into a modular service portfolio?


Summit Presentation by Andreas Reddemann, TOMRA Sorting


Service Logistics Innovation Focus Day on October 12, 2017

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Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: Digital transformation as the key driver of future service logistics excellence

Focus Day Presentation by Andreas Baader, Barkawi

Company: HENSOLDT
Speaker: Michael Grytz, Head of New Services
Title: A mobile solution for decentralized 3D printing of spare parts at remote locations

Focus Day Presentation by Michael Grytz, HENSOLDT

Company: Neovia
Speaker: Tim Garfield, Vice President Logistics Services & former CIO
Title: Spare parts inventory optimization for high performance multi-echelon networks

Focus Day Presentation by Tim Garfield, Neovia


Company: Siemens Healthineers
Speaker: Dr. Frank Debus, VP Customer Services Managed Logistics
Title: Digitalization as opportunity for Service Logistics Innovation


Focus Day Presentation by Frank Debus, Siemens Healthineers


Company: Siemens Mobility
Speaker: Kai-Uwe Mietzner, Head of Business Innovations, Spare Parts Services
Title: Automatic spare parts identification via mobile phone app, and improved replacements through additive manufacturing


Focus Day Presentation by Kai-Uwe Mietzner, Siemens Mietzner



North American Service & Parts Focus Day on June 20, 2017

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Company: AGCO
Speaker: Benjamin Matthies, Manager Parts Strategy and VMI
Title: Effective strategies for optimizing Managed Dealer Inventory

Focus Day Presentation by Ben Matthies, AGCO

Company: Barkawi Management Consultants
Speaker: Mike Landry, President North America
Title: The new normal: Integrating parts and service for increased customer satisfaction

Focus Day Presentation by Mike Landry, Barkawi

Company: Heidelberg
Speaker: Ulrich Koehler, SVP Systemservice Americas
Title: Value creation through Digital Services — Digitization for higher profitability and asset protection

Focus Day Presentation by Ulrich Koehler, Heidelberg

Company: Parts Academy
Speaker: Dean Devore, General Manager
Title: The coming talent shortage in service and parts

Focus Day Presentation by Dean Devore, Parts Academy

Company: Satair Group
Speaker: Alex Tantius, Senior Manager Operations Americas
Title: Making the excusable un-excusable — Crisis management in aerospace aftermarket

Focus Day Presentation by Alex Tantius, Satair Group


Company: Scotsman Ice Systems, an Ali Group Company
Speaker: Tom Van Der Bosch, Vice President Parts and Service
Title: Implementing a consistent service and parts strategy as group member of one of the largest and most diversified global leaders in the foodservice equipment industry


Focus Day Presentation by Tom Van Der Bosch, Scotsman Ice Systems


Service & Logistics 2017 on May 16 and 17, 2017

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Company: Air France Industries KLM Engineering & Maintenance
Speaker: Bart Jongen (BJ Solutions)
Director Supply Chain EMpower Program
Title: Defining and implementing a blue print for spare parts logistics in the airline industry

Summit Presentation by Bart Jongen, AFIKLMEM

Company: BOBST
Speaker: Julien Laran, Head of Supply Chain & Operations, BU Services
Title: A redesign of the spare parts supply chain from the ground up to dramatically improve efficiency, parts availability and delivery performances

Summit Presentation by Julien Laran, BOBST

Company: Carl Zeiss Meditec
Speaker: Petra Popp, SVP Global Service & Customer Care
Title: A digital end-to-end operating model for spare parts involving customers, dealers and service engineers

Summit Presentation by Petra Popp, Carl Zeiss

Company: DMG MORI
Speaker: Thomas Wolf, COO Services
Title: Putting the Customer First! by delivering maximum service quality throughout the entire product lifecycle

Summit Presentation by Thomas Wolf, DMG MORI

Company: GEA Group
Speaker: Dr. Guido Hild, SVP Service Business Management
Title: Customer service creates your brand —
So brand your service

Summit Presentation by Dr. Guido Hild, GEA

Company: JLG
Speaker: Jacques Valckenaere, Telematics Manager EMEA
Title: The benefits of telemetry based services for OEMs, rental companies, and end-users

Summit Presentation by Jacques Valckenaere, JLG


Company: Jungheinrich
Speaker: Stefan Brehm, Vice President After Sales
Title: Boost After Sales — Service and Parts as key drivers of corporate growth


Summit Presentation by Stefan Brehm, Jungheinrich


Company: Jungheinrich
Speaker: Dr. Lars Brzoska, Member of the Board of Management
Title: Lithium-Ion Technology — Trends and transformation
in intralogistics


Summit Presentation by Dr. Lars Brzoska, Jungheinrich


Company: Kverneland Group
Speaker: Peter van der Vlugt, CTO Kverneland Group Mechatronics
Title: Smart Farming trends towards 2025 will boost
new After Sales models


Summit Presentation by Peter van der Vlugt, Kverneland Group


Company: Lely
Speaker: Gerben Potters, Director Supply Chain
Title: On the road to having a future-proof spare parts strategy


Summit Presentation by Gerben Potters, Lely


Company: Manitou
Speaker: Sylvain Jaguelin, Spare Parts Operations Manager
Title: Right parts, right place, right time — APS project


Summit Presentation by Sylvain Jaguelin, Manitou


Company: Manitou
Speaker: Wim Vercauteren, Vice President Global Parts
Title: How to integrate a dealer network into your e-commerce activities


Summit Presentation by Wim Vercauteren, Manitou


Company: MAN Truck & Bus
Speaker: Dr. Wolfgang Handrich, Vice President
After Sales Product Management
Title: Connectivity: Changing the relationship between
truck manufacturer and customers


Summit Presentation by Wolfgang Handrich, MAN Truck & Bus



Company: Nordex
Speaker: Erald Verbruggen, Head of Operations — Global Service
Title: Product services and the Internet of Things (IoT) —
Supporting levelized cost of energy


Summit Presentation by Erald Verbruggen, Nordex


Company: RATIONAL
Speaker: Hans-Werner Albrecht, Managing Director
RATIONAL Technical Services
Title: Providing excellent customer service in 100 plus countries as a world-class niche player


Summit Presentation by Hans-Werner Albrecht, RATIONAL


Company: Satair Group
Speaker: Paul Kilmister, Global Head of Warehouse & Transportation
Title: Crisis management in aerospace aftermarket


Summit Presentation by Paul Kilmister, Satair Group


Company: Syncron
Speaker: Tony Abouzolof, Co-Founder and Managing Director UK
Title: How a changing world is changing After Sales Service


Summit Presentation by Tony Abouzolof, Syncron


Company: Wärtsilä
Speaker: Mikko Tepponen, Vice President Digital Portfolio Management
Title: Everything as a service — How digital transformation will revolutionize the service business


Summit Presentation by Mikko Tepponen, Wärtsilä


Service Process Innovation Focus Day on October 26, 2016

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Company: BOBST
Speaker: Valéry Naula, e-Services Strategy and Development Manager
Title: Increasing the value of Connected Services with Smart Glasses

Focus Day Presentation by Valéry Naula, Bobst

Company: MAN Diesel & Turbo
Speaker: Michael Wenninger, Senior Business Development Manager, PrimeServ
Title: Original Spare Parts with a finger print — New opportunities for service apppliations through traceability

Focus Day Presentation by Michael Wenninger, MAN Diesel & Turbo

Company: Siemens Healthineers
Speaker: Heiko Ansorge, Director Global Transport Management, Customer Service Material Logistics
Title: Visibility throughout the transportation network — Digitization as key success factor for the service business

Focus Day Presentation by Heiko Ansorge, Siemens Healthcare GmbH



North American Service & Parts Focus Day on October 4, 2016

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Company: ABB
Speaker: Ken Murdock, Business Development Manager,
US Parts & Repair Services, Process Automation Division
Title: Optimizing Service Parts profits through optimized Pricing strategies

Focus Day Presentation by Ken Murdock, ABB



Company: DMG MORI USA
Speaker: Kevin Bowers, Chief Support Officer (CSO)
Title: Designing a global network for machine tool spare parts

Focus Day Presentation by Kevin Bowers, DMG MORI USA

Company: JLG
Speaker: Pedro A. Fernandez, Senior Director
Global Parts Distribution Aftermarket
Title: Outsourcing of service parts logistics operations — Pros & Cons, design of the process, management of the partnership

Focus Day Presentation by Pedro A. Fernandez, JLG Industries

Company: Meritor
Speaker: Jason Kraus, Senior Manager
Title: Introduction to Meritor Aftermarket and its industry’s leading distribution system for replacement parts

Focus Day Presentation by Jason Kraus, Meritor

Company: Philips
Speaker: Shrinaath Chidambaram, Senior Director Strategic Planning, Global Customer Services at Philips Healthcare
Title: Service parts planning and inventory optimization —
A continuous improvement journey

Focus Day Presentation by Shrinaath Chidambaram, Philips Healthcare


Company: Sears Home Services
Speaker: Joe Kukec, Director In-Home Repair Operations
Title: Finding quick wins through collaboration


Focus Day Presentation by Joe Kukec, Sears Home Services


Service Operations Focus Day on June 8, 2016

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Company: AGCO
Speaker: Rainer Boos, Director Operations Parts EAME
Title: Logistics Service Provider selection strategies and managing the partnership effectively by regular Performance and Process Review

Focus Day Presentation by Rainer Boos, AGCO

Company: GGP Global Garden Products
Speaker: Sune Soerensen, Director Spare Parts & Service
Title: Spare Parts Management in a changing organization

Focus Day Presentation by Sune Soerensen, GGP

Company: Katoen Natie
Speaker: Ruben Coetsier, Head of Aftermarket Logistics
Title: Katoen Natie’s Aftermarket Logistics Solutions

Focus Day Presentation by Pedro Ruben Coetsier, Katoen Natie

Company: Kitchen Aid
Speaker: Mathias Vander Aerschot, Quality Manager EMEA
Title: KitchenAid Operaional — Driving our business to
zero customer dissatisfaction

Focus Day Presentation by Mathias Vander Aerschot, KitchenAid


Company: Polaris
Speaker: Jérôme Lachenal, Logistics Manager EMEA
Title: From a decentralized to a centralized setup


Focus Day Presentation by Jerome Lachenal, Polaris


Service & Logistics 2016 on April 12 and 13, 2016

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Company: ABB
Speaker: Dr. Martin Krüger, Senior Scientist, Life Cycle/Service Science at ABB Corporate Research
Title: Beyond the hype — Delivering services in the Internet of Things, Services and People (IoTSP)

Summit Presentation by Martin Krüger, ABB

Company: BOBST
Speaker: Stephan März, Member of Group Executive Commitee and Head of Business Unit Services at Bobst Group
Title: Growing through High Added Value Services

Summit Presentation by Stephan März, BOBST

Company: CLAAS
Speaker: Ulrich Timcke, Speaker of the Management Board
at CLAAS Service and Parts
Title: Delivering superior customer experience via dealers

Summit Presentation by Ulrich Timcke, CLAAS

Company: Fiat Chrysler Automobiles
Speaker: Hugues Chatelain, Director Parts & Service Switzerland
Title: After sales growth strategy for OEMs — The urge to cooperate to regain foothold in 4–10 year car parc segment

Summit Presentation by Hugues Chatelain, FCA

Company: Kverneland Group
Speaker: Magne Svendsen, EVP, After Sales & Crop Care
Title: Service Supply Chain Excellence — A Strategic Plan improving margin position for parts while enhancing customer satisfaction

Summit Presentation by Magne Svendsen, Kverneland Group


Company: LEMKEN
Speaker: Anthony van der Ley, CEO & Speaker of the Management Board
Title: Global Service Excellence through ownership and accountability


Summit Presentation by Anthony van der Ley, LEMKEN


Company: Orbotech
Speaker: Tzvika Barkai, Vice President Service SCM & Logistics
Title: The Service Supply Chain as the strategic ompetitive edge of Customer Service Organizations


Summit Presentation by Tzvika Barkai, Orbotech


Company: Siemens Healthcare GmbH
Speaker: Dr. Frank Debus, SVP, Customer Service Material Logistics
Title: The Digital Transformation of Service Supply Chains


Summit Presentation by Frank Debus, Siemens


Company: Siemens Mobility
Speaker: André Truszkowski-Jonas, Head of Business Support, Customer Services
Title: Service Inventory Transformation driven by Additive Manufacturing of Spare Parts?


Summit Presentation by André Truszkowski-Jonas, Siemens


Company: SMS Group
Speaker: Dr. Marc Hübbers, General Manager, Service Operations Forging Europe
Title: Smart Services within steel making and processing industries — New business opportunities for After Sales


Summit Presentation by Marc Hübbers, SMS Group


Company: Suzuki
Speakers: Kai Wrede, Director Logistics and Inventory Control Europe, and Wayne Dye, General Manager of Parts and Accessories for the UK and Irish Markets
Title: Delivering results


Summit Presentation by Kai Wrede and Wayne Dye, Suzuki



Company: Syncron
Speaker: Anders Grudén, CEO
Title: Up your service — Improving the customer experience at your dealers


Summit Presentation by Anders Grudén, Syncron


Company: thyssenkrupp Elevator
Speaker: Ivo Siebers, Senior Vice President & Head of Global Logistics
Title: Industry 4.0 — Connecting elevators in The Cloud for predictive maintenance


Summit Presentation by Ivo Siebers, thyssenkrupp Elevator


Company: Valmet
Speaker: Jukka Pihamaa, Vice President Supply Chain Services
Title: Post-Merger Integration — How to integrate new companies into the spare parts process


Summit Presentation by Jukka Pihamaa, Valmet


Company: Wärtsilä
Speaker: Benedikt König, General Manager Operations Support
Title: Differentiated Service Levels in Spare Parts Supply


Summit Presentation by Benedikt König, Wärtsilä


Innovation Forum »How Digitization and the Internet of Things
are changing Aftermarket Business Models«
on October 14, 2015

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Company: ABB
Speaker: Jörg Rommelfanger, Global Product Manager, Robotics Customer Service
Title: What does the Internet of Things, Services and People (IoTSP) mean for Customer Service? — Practical case “Robotics”

Innovation Forum Presentation by Jörg Rommelfanger, ABB Robotics Customer Service

Company: CLAAS
Speaker: Christian Schäperkötter, Project Manager Online Services, CLAAS Service and Parts
Title: Farming 4.0 — The Internet of Things in Agriculture
and its potential for After Sales Services

Innovation Forum Presentation by Christian Schäperkötter, CLAAS Service and Parts

Company: Emerson Process Management
Speakers: Bert Konings, Director Marketing,
and Rahul Chaudhary, OEM Fulfilment Manager
Title: Pervasive Sensing — A technology provider’s solution for the Internet of Things

Innovation Forum Presentation by Bert Konings and Rahul Chaudhary, Emerson Process Management

Company: MAN Diesel & Turbo
Speaker: Dr. Florian Plentinger, Head of Condition Based Maintenance and Project Director Online Service
Title: Condition Based Maintenance (CBM) in the Cloud — New Service Business Models to increase performance, customer retention, and margin

Innovation Forum Presentation by Dr. Florian Plentinger, MAN Diesel & Turbo



Company: PTC
Speaker: Frank Tüg, Senior Business Development Specialist, PTC
Title: Service Transformation and the Internet of Things

Innovation Forum Presentation by Frank Tüg, PTC


Focus Day »Network and Dealer Inventory Management«
on April 22, 2015

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Company: AGCO
Speaker: Dr. Gero Weimer, Director Parts Supply Chain EAME
Title: Actively manage dealer inventory to become #1 in experienced Customer Service

Focus Day Presentation by Dr. Gero Weimer, AGCO


Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: The MDI outlook: Big Data and Internet of Things for an Integrated Aftermarket Ecosystem


Focus Day Presentation by Dr. Andreas Baader, Barkawi

Company: CLAAS
Speaker: Peter Rudzio, Head of Logistics and Member of the Management Board, CLAAS Service and Parts
Title: More than replenishment: Retail inventory management in a seasonal business

Focus Day Presentation by Peter Rudzio, CLAAS

Company: MAN Truck & Bus
Speakers: Christian Seemann, Vice President SCM Parts,
and Günter Sackmann, Senior Project Manager plan@parts
Title: Network Planning as a core module of an agile spare parts supply chain

Focus Day Presentation by MAN Truck & Bus

Company: Syncron
Speaker: Tomas Wennerstein, RIM Executive Director
Title: Collective experiences from Retail Inventory Management (RIM) programs

Focus Day Presentation by Tomas Wennerstein, Syncron

ISLA Campus “Business meets Science” on March 16, 2015

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Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: How Big Data can improve Service and Parts Operations

Campus Presentation by Dr. Andreas Baader, Barkawi

Institution: Cardiff Business School
Speaker: Professor Aris A. Syntetos, Chair in Operational Research and Operations Management
Title: A new, intuitive and easy-to-implement approach to SKU service level specification

Campus Presentation by Professor Syntetos, Cardiff Business School

Institution: University of Groningen
Speaker: Prof. Dr. Ruud H. Teunter, Professor of Operations Research
Title: Effects of uncertainty on time-based and condition-based maintenance

Campus Presentation by Professor Teunter, University of Groningen

Institution: Kühne Logistics University
Speaker: Prof. Dr. Sandra Transchel, Associate Professor for Supply Chain and Operations Management
Title: Remanufacturing of spare parts — Where are the opportunities? What are the challenges?

Campus Presentation by Professor Transchel, KLU

Institution: University of Magdeburg
Speaker: Dr. Rainer Kleber, Lecturer and Postdoctoral Researcher
at the Chair of Operations Management
Title: Challenges and opportunities in end-of-life spare parts management

Campus Presentation by Dr. Kleber, University of Magdeburg


Company: Satair Group
Speaker: Olaf Lawrenz, Chief Operating Officer
Title: Distribution of used parts — A new life for discarded aircraft



Campus Presentation by Olaf Lawrenz, Airbus & Satair Group


North American Service & Parts Focus Day on July 15, 2014

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Company: AGCO
Speaker: Joe DiPietro, Vice President, AGCO Parts North America
Title: Ensuring unparalleled parts availability in a market where downtimes cause high economic impact

Contact details of Joe DiPietro, AGCO

Company: Barkawi Management Consultants
Speaker: Mike Landry, President North America
Title: Learning from real-life company examples of how to improve service parts demand forecasts and inventory management

Focus Day Presentation by Mike Landry, Barkawi

Company: Syncron
Speaker: Tim Mohnke, Director Pricing Solutions
Title: Best practices in parts pricing

Focus Day Presentation by Tim Mohnke, Syncron


Company: Valmet
Speaker: Michael D. Nelson, General Manager and Head of Spare Parts North America
Title: More benefits and business value for customers through a new industry-leading online service for spare and wear Parts


Focus Day Presentation by Michael D. Nelson, Valmet


Service & Logistics 2014 on May 13 and 14, 2014

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Company: ABB
Speaker: Anders Stromquist, Manager Business Development, Robotics Service
Title: Successful IT-enabled business transformation — Case studies from B2B Customer Care

Summit Presentation by Anders Stromquist, ABB

Company: AGCO
Speaker: Michael Groß, Director Parts Business Fendt & Central/Eastern Europe
Title: Service level enhancement in Russia — Lessons
from Agriculture

Summit Presentation by Michael Gross, AGCO

Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: Key initiatives for profitable growth in the spare parts business

Summit Presentation by Andreas Baader, Barkawi

Company: Barkawi Management Consultants
Speaker: Christoph Beuter, Senior Manager
Title: Service innovation: Broaden the scope of service business

Summit Presentation by Christoph Beuter, Barkawi

Company: BMW Group
Speaker: Christian Jasper, Head of Spare Parts Logistics Strategy and Planning
Title: Strategic development in Automotive Aftersales Logistics

Summit Presentation by Christian Jasper, BMW Group


Company: DMG MORI
Speaker: Marcus Czabon, Managing Director, Service Milling
Title: The challenge of developing Life-Cycle Service products for the manufacturing industry


Summit Presentation by Marcus Czabon, DMG MORI


Company: Gamesa
Speaker: Javier Pérez, Deputy Global Director, Service Sales and Marketing
Title: Life Extension — Giving customers additional years of income and more efficient installations


Summit Presentation by Javier Perez, Gamesa


Company: Gunnebo
Speaker: Carmen Javierre Arellano, Head of Spare Parts Management
Title: A global approach to Spare Parts Management to improve service levels and increase revenue


Summit Presentation by Carmen Javierre Arellano


Speaker: Marcel Kiessling, Former Member of the Executive Management Board for Sales and Services of Heidelberg
Title: New sales and service approaches to meet customer expectations with limited resources


Summit Presentation by Marcel Kiessling


Company: Knorr-Bremse
Speaker: Rolf Härdi, Member of the Executive Board,
Knorr-Bremse Rail Vehicle Systems
Title: The new Service DNA of Knorr-Bremse


Summit Presentation by Rolf Haerdi, Knorr-Bremse


Company: Linde Material Handling
Speaker: Massimiliano Sammartano, Vice President Customer Services
Title: The essentials of Service Lifecycle Management


Summit Presentation by Massimiliano Sammartano, Linde Material Handling


Company: Lufthansa Technik
Speaker: Jörg Asbrand, Vice President Purchasing
Title: Ensuring unbroken reliability and availability of civil aircraft fleets — Similarities and differences to other industries


Summit Presentation by Jörg Asbrand, Lufthansa Technik


Company: Oerlikon Neumag
Speaker: Tilmann Seidel, Vice President and Head of Customer Services
Title: On the path to a truly customer-focused Service and Parts Organization


Summit Presentation by Tilmann Seidel, Oerlikon Neumag


Company: Ottobock
Speaker: Claudia Herczeg, Director After Sales Service
Title: After Sales Service with a single purpose: to help maintain and restore human independence


Summit Presentation by Claudia Herczeg, Ottobock


Company: Siemens
Speaker: Ronny Weinig, Head of Customer Services, Sector Industry
at Siemens Switzerland
Title: Service Excellence by balancing operational quality


Summit Presentation by Ronny Weinig, Siemens


Company: Syncron
Speaker: Tony Abouzolof, Co-Founder and Global Sales
Title: The strategy that helps you win the game


Summit Presentation by Tony Abouzolof, Syncron

Innovation Forum »Addititive Manufacturing and 3D Printing
of Spare Parts«
on November 19, 2013

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Company: AGCO
Speakers: André Trochymiuk, Senior Project Manager, Parts EAME & APAC, and Salvador Barrera Sánchez, Senior Project Manager, Parts EAME
Title: 3D Printing in the Agricutural aftermarket business — The AGCO Parts feasibility study

Presentation by Andre Trochymiuk and Salvador Barrera Sanchez, AGCO



Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: Additive Manufacturing of Spare Parts — What strategies and business models make sense for OEMs?

Presentation by Andreas Baader, Barkawi

Company: EOS
Speaker: Nikolai Zaepernick, Business Development Manager, Automotive and Industry
Title: Industrial 3D Printing —
From rapid prototyping to production

Presentation by Nikolai Zaepernick, EOS

Company: MakerBot
Speaker: Alexander Hafner, Rapid Prototyping & CAD Consultants and Managing Director of HAFNER’S BÜRO
Title: Desktop 3D Printer in action: What’s already possible today with “low-cost” equipment

Presentation by Alexander Hafner, MakerBot Europe


Company: Mayer Brown LLP
Speaker: Sarah Byrt, Partner, Intellectual Property and IT Group
Title: Big benefits, big risks — The legal implications of Additive Manufacturing


Presentation by Sarah Byrt, Mayer Brown LLP


ISLA Campus “Business meets Science” on September 10, 2013

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Company: Barkawi Management Consultants
Speaker: Sebastian Urbina, SCM Consultant & Manager
Title: Simulation and Inventory Planning

Presentation by Sebastian Urbina, Barkawi

Institution: University of Cologne
Speaker: Prof. Ulrich W. Thonemann, Ph.D.
Department of Supply Chain Management & Management Science
Title: Service chain segmentation and optimization

Presentation by Professor Thonemann, University of Cologne

Instutution: Eindhoven University of Technology
Speaker: Prof. Dr. ir. Geert-Jan van Houtum, Professor of Maintenance, Reliability, and Quality
Title: How to exploit remote monitoring data for maintenance and spare parts supply

Presentation by Professor van Houtum, Eindhoven University of Technology

Institution: Lund University
Speaker: Professor Johan Marklund, Head of Department
of Industrial Management and Logistics
Title: A distribution inventory model with trans-shipments from a support warehouse

Presentation by Professor Marklund, Lund University


Institution: Technical University of Munich
Speaker: Prof. Dr. Stefan Minner, Full Professor, Logistics and Supply Chain Management, TUM School of Management
Title: Service Parts Analytics: Challenges and Opportunities of
Big Data


Presentation by Professor Minner, TUM School of Management, Munich


North American Service & Parts Focus Day on May 8, 2013

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Company: Barkawi Management Consultants
Speaker: Mike Landry, President North America
Title: Optimizing part prices to increase revenue and profit without losing loyalty

Focus Day Presentation by Mike Landry, Barkawi

Company: Fairbanks Morse Engine
Speaker: Dean Devore, Vice President, Supply Chain & Service
Title: Planning for slow-moving/erratic inventory

Focus Day Presentation by Dean Devore, Fairbanks Morse Engine

Company: Navistar
Speaker: Rob Wahlman, Director, Lean Operations
Title: Engaging the enterprise: Lean program management
to transform the Supply Chain



Focus Day Presentation by Rob Wahlman, Navistar

SPL2025 Focus Day on November 8, 2012

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Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
at Barkawi Management Consultants
Title: Transform your Global Service Delivery supply chain
to be prepared for the rise of Asian “After Markets”

Focus Day Presentation by Dr. Andreas Baader, Barkawi

Company: Cisco
Speaker: Frank Hofstee, Head of Service Supply Chain Operations EMEA
Title: Supply Chain Orchestration —
Understanding Cisco Service Supply Challenges

Focus Day Presentation by Frank Hofstee, Cisco

Company: Sharp Electronics
Speaker: Frank Forstreuter, Division General Manager (Europe)
Title: The future of Spare Parts Logistics in consumer electronics

Focus Day Presentation by Frank Forstreuter, SHARP


Company: Siemens
Speaker: Dr. Frank Debus, Senior Vice President,
Customer Service Material Logistics at Siemens Healthcare
Title: Picture of the Future Spare Parts Logistics 2025


Focus Day Presentation by Dr. Frank Debus, Siemens Healthcare

North Amercian Service & Parts Focus Day on October 4, 2012

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Company: AGCO
Speaker: Bruce Plagman, Vice President Global Parts
Title: Lessons learned while implementing a global solution

Focus Day Presentation by Bruce Plagman, AGCO

Company: Barkawi Management Consultants
Speaker: Mike Landry, President North America
Title: Finding opportunities to improve margins
without risking share or loyalty

Focus Day Presentation by Mike Landry, Barkawi

Company: Navistar
Speaker: Joe Kory, Vice President
Global Distribution Operations at Navistar
Title: Operations and processes at Navistar’s new
Midwest Parts Distribution Center (PDC)

Focus Day Presentation by Joe Kory, Navistar


Company: Philips Healthcare
Speaker: John Schlanger, Vice President, Service Parts Supply Chain (SPS), Global Customer Service
Title: Standardizing and improving your global systems and processes



Presentation not available due to its file format (Prezi)


Service & Logistics 2012 on April 17 and 18, 2012

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Company: ABB
Speaker: Michael Pfeffer, Head of Group Service Strategy
Implementation Germany / Central Europe at ABB Germany
Title: Implementation of innovations into new
service business models

Summit Presentation by Michael Pfeffer, ABB

Company: Barkawi
Speaker: Yong Wang, Senior Advisor Asian Markets
to Barkawi Management Consultants
Title: Do your spare parts logistics operations keep pace
with the growing service demands of Chinese customers?

Summit Presentation by Yong Wang, Barkawi

Company: BDA
Speakers: Matthias Wellbrock, Mainland Europe Development Director, and Steve Court, UK & Ireland Development Director
Title: Reducing inventory by increasing delivery

Summit Presentation, Bespoke Distribution Aviation


Company: Crown Fine Art
Speaker: Fred Weijgertse, Managing Director EMEA
Title: There is no spare part for a Rembrandt — Fine art logistics for museums and galleries worldwide


Summit Presentation by Fred Weijgertse, Crown Fine Arts


Companies: DMG MORI SEIKI and Gorenje
Speakers: Marcus Czabon, Director Business Development
Sales & Service at DMG MORI SEIKI, and Milan Meža, After Sales Service Director at Gorenje, in a joint presentation moderated by Dr. Andreas Baader, Managing Director at Barkawi Management Consultants
Title: Managing service challenges in various industries —
Differences and common approaches



Summit Presentation by DMG MORI SEIKI and Gorenje


Company: Endress+Hauser
Speaker: Michael Herzog, Corporate Director Customer Services
Title: Innovation — A powerful elixir to boost aftersales services


Summit Presentation by Michael Herzog, Endress+Hauser


Company: Ford
Speaker: Raymond Damerow, Director Parts Supply & Logistics, Customer Service Division Europe
Title: Striking the right balance between cost efficiency
and the service level


Summit Presentation by Raymond Damerow, Ford


Company: GEA Food Solutions
Speaker: Hans Magon, Executive Vice President Customer Support
Title: A case study on how to effectively support your customers in their aim to increase production efficiency and to reduce the cost of downtime


Summit Presentation by Hans Magon, GEA Food Solutions


Organization: International Committee of the Red Cross (ICRC)
Speaker: Annelaura Giovannini, Head of Logistics Division
Title: Humanity in Supply Chain — Symbolism or success?


Summit Presentation by Annelaura Giovannini, ICRC


Company: LPR
Speakers: Hartmut Jadallah, Head of Sales & Marketing,
and Karl-Heinz Schödel, Senior Advisor
Title: The intelligent link — Integration of logistics and technical services


Summit Presentation by LPR


Company: Nordex
Speaker: Axel Bühler, Head of Spare Parts Management
Title: Wind energy coming of age — Why and how to improve
the spare parts logistics of a maturing industry


Summit Presentation by Axel Bühler, Nordex Energy


Company: Oerlikon Neumag
Speaker: Tilmann Seidel, VP and Head of Engineering and Aftersales
Title: Spare Parts: Callenge and chance! — The journey towards customer satisfaction and profitable business


Summit Presentation by Tilmann Seidel, Oerlikon Neumag


Company: Philips
Speaker: Henny Verhoeven, Director Commercial Programs,
Global Customer Services, Philips Healthcare
Title: Understanding the trends of customer service requirements and contracts in the global healthcare industry


Summit Presentation by Henny Verhoeven, Philips Healthcare


Company: Philips
Speaker: Christoph Herzig, Senior Director
Global Marketing Systems & Services at Philips Lighting
Title: Challenges and opportunities in “productizing”
your service offering


Summit Presentation by Christoph Herzig, Philips Lighting


Company: Siemens
Speaker: Dr. Frank Debus, Senior Vice President
Customer Service Material Logistics at Siemens Healthcare
Title: Managing the complexity of
a global service parts supply chain


Summit Presentation by Dr. Frank Debus, Siemens Healthcare


Company: STILL
Speaker: Ulrich Overwin, Head of Spare Parts Purchasing
and Material Planning
Title: Process optimization in an integrated supply chain
as a success factor in the spare parts business


Summit Presentation by Ulrich Overwin, STILL


Focus Day »Service Parts Management« on November 9, 2011

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Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: Environmental aspects of spare parts supply chains, especially against the background of fast growing emerging markets

Focus Day Presentation by Dr. Andreas Baader, Barkawi

Company: MAN Truck & Bus
Speaker: Ralf Kolshorn, Head of Spare Parts Management
Title: Redesign of the spare parts logistics of MAN Truck & Bus and expansion of the company’s global service network

Focus Day Presentation by Ralf Kolshorn, MAN Truck & Bus

Company: Miele
Speaker: Dr. Jörg Heimsoth, Head of Spare Parts Logistics
Title: A case study from the home and professional appliances industry — Miele spare parts logistics at a glance

Focus Day Presentation by Dr. Jörg Heimsoth, Miele


Company: DMG
Speaker: Michael Neumann, Managing Director, DMG Spare Parts GmbH
Title: Streamlined handling of return parts at GILDEMEISTER —
From a manual process to an efficient reverse supply chain


Focus Day Presentation by Michael Neumann, DMG


Company: Alstom Transport
Speakers: Annie Saillard, Vice President Parts & Supply Chain,
and Frank Werther, Service Manager
Title: ALSTOM Transport Train Life Services — Managing a complex supply chain to support maintenance, modernization and parts supply services


Focus Day Presentation by Annie Saillard and Frank Werther, ALSTOM Transport



Service & Logistics Summit 2011 on May 24 and 25, 2011

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Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: Profitable growth through service excellence

Summit Presentation Dr. Andreas Baader, Barkawi Management Consultants

Company: Barkawi Management Consultants
Speaker: Mike Landry, President North America
Title: Maximizing your service value chain for you and your customers by leveraging all of the options


Summit Presentation Mike Landry, Barkawi Management Consultants



Company: Cisco
Speaker: Frank Hofstee, Head of Supply Chain Delivery Operations
at Cisco Services Europe
Title: The service supply chain as a competitive differentiator

Summit Presentation Frank Hofstee, Cisco


Company: CLAAS
Speaker: Stephan Klosterkamp, Managing Director and Speaker of the Board of Management of CLAAS Service and Parts GmbH
Title: Meeting increasing customer demands in a highly seasonal after sales business


Summit Presentation Stephan Klosterkamp, CLAAS


Company: DMG Deckel Maho Gildemeister
Speaker: Thomas Wolf, Managing Director Sales & Service
Title: Business transformation to make service a unique selling proposition


Summit Presentation Thomas Wolf, DMG


Company: Eurocopter
Speaker: Dr. Holger Voss, Head of Service Logistics Engineering
Title: Pooling in spares logistics — Enabling premium services


Summit Presentation Dr. Holger Voss, Eurocopter


Company: Leica Microsystems
Speaker: Paul Suckling, EU Service Manager at Leica Microsystems
Title: Realizing substantial benefits from remote technology — Optimizing product quality while improving service productivity


Summit Presentation Paul Suckling, Leica Microsystems


Company: Mettler Toledo
Speaker: Stephan Boch, Global Service Product Manager, Retail Division
Title: Growing with new services for retail weighing solutions


Summit Presentation Stephan Boch, Mettler Toledo


Company: NOKIA
Speaker: Maximilian Kammerer, Vice President Corporate HR,
Organization Development & Effectiveness
Title: Utilizing the collective intelligence — sample cases


Summit Presentation Maximilian Kammerer, Nokia


Company: Nokia Siemens Networks
Speaker: Sylvain Notté, Global Head of Hardware Services
Title: Transformation of Global Repair Supply Chain —
Achieving operational excellence in the context of a merger


Summit Presentation Sylvain Notté, Nokia Siemens Networks


Company: Porsche
Speaker: Dr. Stefan Lutz, General Manager
Supply Chain Management After Sales at Porsche AG
Title: Supply Chain Management in Service —
Potentials in the international spare parts management


Summit Presentation Dr. Stefan Lutz, Porsche
Presentation available for event participants only


Company: REpower Systems
Speaker: Dr. Axel Birk, Senior Vice President Global Service
Title: REpower Offshore Strategy (ROSS) — Offshore logistics as key success factor for OPEX


Summit Presentation Dr. Axel Birk, REpower


Company: Scania
Speaker: Jan Andries Oldenkamp, General Manager Parts Logistics
Title: Reliable parts logistics — Maximizing uptime


Summit Presentation Jan Andries Oldenkamp, Scania Parts Logistics


Company: Vestas
Speaker: Arkin Pariltan, Director Service Sales, Central Europe
Title: Transition from reactive customer care to pro-active service sales


Summit Presentation Arkin Pariltan, Vestas Central Europe


Company: Wärtsilä
Speakers: Carsten Eisenkrämer, VP Wärtsilä Global Logistics Services, and Kim Vestman, Director Customer Assistance Center
Title: Globalization of warranty management —
Worldwide footprint through local presence



Summit Presentation Carsten Eisenkrämer & Kim Vestman, Wärtsilä

Focus Day »China« on March 22, 2011

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Company: Barkawi Management Consultants
Speakers: Dr. Andreas Baader, Managing Partner at Barkawi Management Consultants, and Yong Wang, Manager Barkawi Shanghai
Title: Logistics as a success factor to do business with and in China

Focus Day Presentation by Barkawi

Company: MAN Diesel & Turbo
Speaker: Dr. Robert Glauber,
Senior Vice President PrimeServ, MAN Diesel & Turbo SE
Title: China — OPPORTUNITIES and challenges


Focus Day Presentation by Dr. Robert Glauber, MAN Diesel & Turbo


Company: HELLA
Speaker: Claus Stepputat, Supply Chain Manager OES
at Hella KGaA Hueck & Co.
Title: Running a successful OES spare parts business
in the Chinese automotive aftermarket

Focus Day Presentation by Claus Stepputat, Hella


Company: ZTE
Speaker: Eric Sloof, Logistics Manager
Title: From China to Europe, and back —
Logistics challenges for a Chinese telecom manufacturer


Focus Day Presentation by Eric Sloof, ZTE


Company: Siemens
Speaker: Dr. Frank Debus, Senior Vice President
Customer Service Material Logistics at Siemens Healthcare
Title: Challenges and experiences of time-critical spare parts in China


Focus Day Presentation by Dr. Frank Debus, Siemens Healthcare


Company: manroland
Speaker: Grace Lau, VP Spare Parts Services Sheetfed Presses
Title: Strategy against copy parts in China


Focus Day Presentation by Grace Lau, manroland AG

Service & Logistics Summit 2010 on May 4 and 5, 2010

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Company: AGCO
Speaker: Boris Schöpplein, VP Parts, Europe/Africa/Middle East/Asia
Title: Generating profitable growth through refocusing the aftermarket supply chain towards customer expectations

Summit Presentation Boris Schöpplein, AGCO

Company: Areva Multibrid
Speaker: Michael Munder-Oschimek, Head of Service
Title: The Offshore Challenge — Tools and concepts to prevent downtime and ensure reliable service for wind farms on the high sea

Summit Presentation Michael Munder-Oschimek, AREVA Multibrid


Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: Service business in times of change — How slow economic recovery and changing global framework affect service organizations


Summit Presentation Dr. Andreas Baader, Barkawi Management Consultants


Company: Electrolux
Speaker: Bo Ström, Director, After Sales Services & Spares Europe
Title: Internal process optimization by temporary outsourcing of spare parts planning


Summit Presentation Bo Ström, Electrolux

Company: EMC
Speaker: Michael Spötter, Vice President, Global Services,
Customer Support Services EMEA
Title: Relevance of local language support in a global environment


Summit Presentation Michael Spötter, EMC


Company: Fiat Group Automobiles
Speaker: Federica Pelissero, Service Marketing Manager
Title: Fiat Group aftermarket vision — Ecology
and new approaches of service innovations


Summit Presentation Federica Pelissero, Fiat Group Automobiles

Company: GE Power
Speaker: Axel Dancker, Global Service Leader, Jenbacher gas engines
Title: GE Energy’s Jenbacher service approach — How we deliver Power to the world

Summit Presentation Axel Dancker, GE Energy Jenbacher gas engines

Company: IBM
Speaker: Jürgen Lurz, Director Sales, Global Technology Services
Title: The ongoing transformation story of IBM — Expanding technical support to multi-vendor services in new industry sectors

Summit Presentation Jürgen Lurz, IBM Germany

Organization: Hamburg Institute of International Economics
Speaker: Prof. Dr. Michael Bräuniger, Head of Research Programme “Economic Trends” at Hamburg Institute of International Economics
Title: Crisis, recovery and future environment for the aftersales business in industrial and consumer markets — A global economic outlook


Summit Presentation Michael Bräuninger, HWWI



Company: Iveco
Speaker: Enzo Gioachin, Senior Vice President Customer Service
Title: The economic crisis requires the creation of new diversified business models to grow the trucks & bus customer service activity


Summit Presentation Enzo Gioachin, IVECO


Company: Motorola
Speaker: Dr. Franz Menke, Director Service West Europe
Title: Efficiency improvement using Six Sigma within Motorola Service


Summit Presentation Dr. Franz Menke, Motorola

Company: Servigistics
Speaker: Eric Hinkle, CEO
Title: Service 2.0 — Service Lifecycle Management

Summit Presentation Eric Hinkle, Servigistics

Company: Sharp Electronics
Speaker: Frank Forstreuter, General Manager, Parts & Technical Services
Title: Align service parts operations across a complex service network


Summit Presentation Frank Forstreuter, Sharp Electronics

Company: SMA Solar Technology
Speaker: Jörg Woestkamp, Director Service Management
Title: On the way to Service Excellence — Establishment of
a decentralized process management in the Service Center


Summit Presentation Jörg Woestkamp, SMA Solar Technology AG

Company: Wärtsilä
Speaker: Carsten Eisenkrämer, Vice President, Global Logistics Services
Title: Wärtsilä’s 24/7 Global Logistics Services — From local spare parts organizations to one efficient Global Sales enabler

Summit Presentation Carsten Eisenkrämer, Wärtsilä

Company: Whirlpool Europe
Speaker: Elena Betto, Senior Manager,
Customer Service Supply Chain at Whirlpool Europe
Title: Parts Supply Chain Strategy of Whirlpool
Europe and its operational implementation


Summit Presentation Elena Betto, Whirlpool Europe

Focus Day »Service Parts Management« on November 26, 2009

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Company: AGCO
Speaker: Falk Seidenfaden, Sr.Project Manager, Strategy & Integration
Title: Challenges of global parts servicing in agricultural business environment

Focus Day Presentation by Falk Seidenfaden, AGCO


Company: Barkawi Management Consultants
Speaker: Dr. Andreas Baader, Managing Partner
Title: Excellence in Spare Parts Management today —
And what’s next?



Focus Day Presentation by Dr. Andreas Baader, Barkawi Management Consultants

Company: Eurocopter
Speaker: Géraldine Thiercelin, Manager Spares & Logistics Services
Title: The Right Part at the Right Time —
Eurocopter’s improvement project RIPART

Focus Day Presentation by Géraldine Thiercelin, Eurocopter


Company: DAF Trucks / PACCAR Parts Europe
Speaker: Tom Clevinger, General Manager PACCAR Parts Europe and Member of the Management Board for DAF Trucks N.V.
Welcome and introduction to PACCAR Parts and DAF Trucks


Focus Day Presentation by Tom Clevinger, DAF Trucks / PACCAR Parts


Company: PACCAR Parts Europe
Speaker: Willem van Sambeek, Director Operations
Title: Introduction to PACCAR Parts Europe and the aftermarket parts support for DAF Trucks


Focus Day Presentation by Willem van Sambeek, PACCAR Parts Europe

Service & Logistics Summit 2009 on May 13 and 14, 2009

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Company: ABB
Speaker: Anders Strömquist, Manager Business Development,
Robotics Service
Title: The value of parts availability and remote service

Summit Presentation Anders Strömquist, ABB Robotics


Company: Barkawi Management Consultants
Speaker: Karim Barkawi, Managing Partner
and Member of the Advisory Board of ISLA
Title: Capitalizing on Aftersales Services in times of crisis


Summit Presentation Karim Barkawi, Barkawi Management Consultants

Company: DAF Trucks / PACCAR Parts Europe
Speaker: Tom Clevinger, General Manager PACCAR Parts Europe and Member of the Management Board for DAF Trucks N.V.
Title: What now? — The value of innovation, excellence and efficiency in navigating an economic crisis

Summit Presentation Tom Clevinger, DAF Trucks / PACCAR Parts


Company: Daimler
Speaker: Thomas Mlynek, Director, Global Service & Parts,
Logistics Supply Chain and Processes
Title: The global After Sales Logistics of Mercedes-Benz


Summit Presentation Thomas Mlynek, Daimler AG


Company: Endress+Hauser
Speaker: Michael Herzog, Corporate Director
Customer Services at Endress+Hauser
Title: Seamless integration of data management
within the life cycle



Summit Presentation Michael Herzog, Endress+Hauser

Company: Ericsson
Speaker: Anna Schmidt-Almlöf, Director Hardware Service
Title: Meeting the customer more than halfway —
Adapting support to varying demands in a network lifecycle

Summit Presentation Anna Schmidt-Almlöf, Ericsson


Company: Heidelberg
Speaker: Bernhard Steinel, Senior Vice President Global Service
Title: How the implementation of web-based remote services
can effectively leverage the service business



Summit Presentation Bernhard Steinel, Heidelberger Druckmaschinen AG

Company: HILTI
Speaker: Marco Letta,
Senior Vice President Professional Services
Title: Creating enthusiam and adding superior value
with innovative services

Summit Presentation Marco Letta, Hilti


Company: John Deere
Speaker: Fritz Rheindorf, Director, Parts Operations EAME,
Worldwide Parts Services, John Deere
Title: Integrated processes and common systems — Enablers for moving spare parts around the world seamlessly


Summit Presentation Fritz Rheindorf, John Deere


Company: MAN Diesel & Turbo
Speaker: Dr. Robert Glauber, Senior Vice President PrimeServ
Title: Winds of change in after sales — The PrimeServ story


Summit Presentation Dr. Robert Glauber, MAN Diesel


Company: Nokia Siemens Networks
Speaker: Volker Griesbach, Head of Global Care Services
Title: Always connected with Proactive Care — Realizing the customer’s full potential for revenue generation and OPEX savings


Summit Presentation Volker Griesbach, Nokia Siemens Networks


Company: Siemens
Speaker: Dr. Frank Debus, Senior Vice President
Customer Service Material Logistics, Healthcare Sector
Title: Risk control in service logistics


Summit Presentation Dr. Frank Debus, Siemens Healthcare


Company: Sony Ericsson
Speaker: Edmund Read, Head of Global Service Marketing
Title: Beauty and the Beast — Increasing total value perception through Customer Services


Summit Presentation Edmund Read, Sony Ericsson


Company: time:matters
Speaker: Franz-Joseph Miller, CEO
Title: Critical spare parts availability across Europe —
A service provider’s view


Summit Presentation Franz-Joseph Miller, time:matters


Company: Volkswagen Group
Speaker: Marcus Osegowitsch, Head of Worldwide Group
Supply Chain, Volkswagen Genuine Parts
Title: Challenges in a globally networked after sales business


Summit Presentation Marcus Osegowitsch, Volkswagen AG


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