Field Service Management Australia 2011

Allan MacMaster, Project Manager, Transformation Team, SCOTTISH WATER, UK

Matt Allington, Global Business Process Lead – Mobile Customer Management, THE COCA-COLA COMPANY

Doug Wilson, Chief Information Officer, THE NEW ZEALAND AUTOMOBILE ASSOCIATION

Darryl Steven, Group Manager Energy Transformation, ENERGEx AUSTRALIA

Superintendent Lance Martin APM, Program Manager, Communications Infrastructure / IT Program Delivery, WESTERN AUSTRALIA POLICE

Peter McDonald, Programme Director - Mobile Computing, VICTORIAN POLICE

Matthew Taylor, Chief Information Officer, INTERNATIONAL ENERGY SERVICES

Geoff Reid, Group Computer Services Manager, BUNZL AUSTRALASIA

Andrew Faid, Information Systems Manager FBNZ, FONTERRA ANZ

Graeme Fairley, Senior Project Manager, WESTERN POWER

www.fsmaustralia.com.au

Featured Partners:

Researched & developed by:Organised by:

2011Field Service Management

The 3rd Annual AustralasianField Service and Workforce Mobility Conference

The Most

Established FSM

Event in Australasia

Focus Day & Workshops: 22 & 23 March 2011Conference: 23 - 24 March 2011Venue: Australian Technology Park, Sydney

Key Topics Featured at FSM2011 Leveraging Successful Field Service

Management as a competitive advantage

Building a successful business case

Customer Service and the from of FSM

Organisational and cultural change management

FSM Optimisation – Ensuring you get the most of what you have

Complex scheduling and time sheeting

The role of GPS and GIS

Staff training and solution deployment

Endorsed by:

Supported by:Associate Partners: Event Partner:

We Manage Mobility

Exhibitors:

SHOWCASE real implementation case studies providing an effective roadmap for you to mitigate against potential roadblocks, overcome challenges of integration, culture change and adoption to realise enhanced field services.

EVALUATE the latest mobility applications, business software and tracking solutions that are delivering value to both your peers and your competitors!

BENCHMARK with a broad range of organisations to better understand service industry KPIs and performance levels that can inform your knowledge and assessment of your key result areas

“FSM is an important forum to benchmark industry progress”

Tony Thornton, National Service Manager RHEEM

For More Details on the Event Please Visit:

www.FSMaustralia.com.au

Dear Colleague,

With increased pressure to boost worker productivity, reduce paper and improve customer experience it has become business critical to manage work in the field in a proactive and efficient way. Currently, we are all striving to achieve greater visibility on their sales and field force operations to ensure better financial outcomes and customer service delivery.

If you are currently looking at how to streamline your operations, realise cost savings, and deliver world-class service in the field then FSM 2011 is the event for you.

As Australasia’s most established event, the summit will cater for the needs of both the traditional field service disciplines and those beginning to embrace mobile working.

We will have in attendance representatives from across many sectors including utilities, retail, and transport, health, government and emergency services. Leading organisations will discuss the growing productivity and efficiency benefits they are realising from their service management strategies, enhanced scheduling, data capture and technology investment.

Successful FSM is no longer a nice to have, it is a business necessity. As a result, the role of the service manager in now more important than ever.

Hear how organisations are developing their service capabilities and put your programme on the right path.

We look forward to seeing you next March!

Kind regards,

Jason Hulme Division Director, IQPC Australia

2011Field Service Management

The 3rd Annual AustralasianField Service and Workforce Mobility Conference

The Conference ProgramThe 2011 agenda features a combination of leading national and international case studies. The structure is a combination of presentations, roundtable discussions and interactive sessions that allow you to be more hands on.

With the event in its third year we are committed to ensuring we continue to deliver first class value for our attendees. To reflect this we have incorporated service optimisation maturity themes and are catering to those eager for both sales and field force improvement strategies.

Clearly the challenges of culture change and legacy systems remain in the pursuit of enhanced field services. In 2010 over a quarter of the audience recorded that they hadn’t yet realised benefits from their recent mobile technology adoption. Despite the initial investment the culture change and ability to extract the full value from the technology is clearly hindering many organisations.

We have dedicated sessions tackling the issues involved in culture change and gaining senior management support for initial or second generation service improvements.

What’s new for the 3rd annual event in 2011?

Leading National and International Case Studies-Getthebestperspectiveforyourbusinessneedsfromfirst-rateorganisationsaroundtheglobe

Interactive Roundtables and Panel Sessions-Gainthemaximumvalue

Engaging Exhibitionfeaturingproductlaunches,demosandtechnologyshowcases

Maturity specific streamsenablingyoutobenchmarkyourbusinessandhearfromothersinasimilarposition

Wide Range of Industries-Allowingyoutonetworkwithnotonlyyourpeersbutalsosharebestpracticeacrossallindustries

Welcome Remarks from the Chair

KEYNOTE SESSIONSAdvancing Field Service operations and delivery

9.00 INTERNATIONAL KEYNOTE PRESENTATION: The evolution of Field Service Optimisation that transformed Customer Service Delivery

• overcoming the cultural & behavioural challenges when implementing mobile / scheduling solutions

• Implementing and utilising technology to dramatically reduce service delivery cost and eliminating repeat visits

• Creating a benefits realisation framework to make sure you get the most out of your investment

• Increasing operational visibility by eliminating handwritten errors and more effective field data capture

Allan MacMaster, Project Manager, Transformation Team, Scottish Water, UK

9.30 PRESENTATION: Using Workforce Management Technology and Process Improvements to Enhance the Customer Experience

• developing a tailored system to support field service staff • Refining scheduling procedures to move towards shorter customer

appointment windows • Providing phone and web touch-points to customers to ensure they are kept

updated • Reducing costs whilst maintaining a high quality service Matt Allington, global Business Process lead – Mobile Customer

Management, The Coca-Cola Company

STREAM A Service Optimisation Fundamentals

12.00 FACILITATED SESSION: Identifying your Business Needs to Ensure a Successful Mobility Roll-Out

This session is a platform for peers to benchmark their existing operations in an interactive learning environment. This benchmarking opportunity will provide you with practical advice, insights into recent mobility projects, and the techniques to help you:

• Plan and design the mobility and field service platform that is right for your organisation

• Implement new work processes that will streamline your operations • Secure buy-in and oversee change to ensure success in your field service

optimisation project Donal Maguire, Sales & operations director - new Zealand, Aristocrat

Technologies NZ

12.30 PRESENTATION: Paperless Supply Chains - Is it Time? • Why is paper used in supply chains? • Why won’t it go away? • does mobile technology now have the answer? • Could we, should we, will we make it happen? Murray Fane, director- Business Services, CHEP

OPERATIONAL EFFICIENCY IN SERVICE DELIVERY

STREAM A Field Service Automation

2.00 GOVERNMENT PRESENTATION: Securing Funding for Mobility Projects – A Government Perspective

• Senior executive engagement with government and corporate marketing strategies order to secure funding

• linking to all of agency initiatives, the defined key performance indicators and alignment to broader government objectives including safer communities and innovation in government

• Assessing government trends and identifying opportunities and pressure points

Greg Italiano, Executive director, Western Australia Police

2.30 CASE STUDY PRESENTATION: Developing a Robust Technology Platform for the Roll-out of Scheduling and Mobile Technology Solutions to Support Mobility in Emergency Services

• Staying on track- from concept through to technology choices • Undertaking process reviews to ensure maximum success from your

implementation project • Achieving technology standardisation to prepare for project go-live • Business and technical considerations for success Todd Cottee, A\g Communications Centre Manager, ACT Emergency

Services Agency

Coffee and Networking Opportunity Break

TECHNOLOGY SHOWCASE: Proudly Hosted by Datalogic

DELIVERING ExCEPTIONAL CUSTOMER SERVICE - ExCEEDING SERVICE LEVELS

4.00 Keynote Interactive Discussion and Benchmarking Clinic: Exploring the Changing Face of Service Management

This session will tackle key challenges from change management, to technology choices and integration. Put your questions to our panel of cross industry experts and use the opportunity for benchmark your existing service management.

• How is service delivery and operational excellence evolving? • How to support the roll-out of scheduling and mobile solutions to ensure

success • How to get the most out of your mobile workforce? • Benchmarking KPIs Sumair Dutta, Senior Research Analyst - Service Management, Aberdeen

Group

4.30 Presentation: Moving from Voice to Data: Is there a Place for Both? • Radio and telephony have long established roles in field communications,

in rapid response and in service delivery. Is information technology superseding them, or simply adding to the mix?

• What is the impact of this change - on people, processes, technology and cost

• What are the likely implications - for organisations and for front-line staff? greater convergence, better operational effectiveness, or simply more complexity?

Peter McDonald, Programme director- Mobile Computing, Victorian Police

5.00 Presentation: Optimising Customer Service through CRM Improvements • Improving the speed of service • Making real-time customer data available to your service team • Encouraging effective use of customer data in the field Chris Nielsen, national Service Manager, Kubota Tractor Australia

End of Conference Day One

JOIN US FOR THE FSM 2011 DRINKS RECEPTION

10.00 CASE STUDY: Reducing Costs and Increase Client Satisfaction: Uncovering both the Tangible and Intangible benefits of successful FSM

• Who is the customer • What are the drivers for change and how are they aligned to what customers

want • How to do more for less and still improve service • How the simple use of electronic data can lead to improvement objectives • How to measure success and maintain the focus Darryl Steven, group Manager Energy Transformation, Energex Australia

10.30 Building Cost Justification and its Correlating Technology Options Featuring first-hand customer examples of how technology has been deployed

in different organisations and the benefits that have been realised through a range of technologies

Mary Brittain-White, Chief Executive officer, Retriever Communications

TECHNOLOGY SOLUTIONS AND INNOVATION SHOWCASE

demonstrations of the hottest technologies and solutions in field mobility, coupled with advice on how you can best leverage them in your own organisation. during this session you will have access to the very latest in force automation, service management software provided by Australia’s leading technology solutions experts accompanied by their clients who have already realised the business value.

Coffee and Networking Opportunity Break

TECHNOLOGY SHOWCASE: Proudly Hosted by Panasonic

Conference Day One Wednesday 23rd March 2011

STREAM B Driving Performance and Innovation

12.00 IMPLEMENTATION UPDATE SESSION: Analysing Developments and Advancements 12 Months On – From Implementation to Upgrade/Expansion

leading speakers from FSM’10 will be invited back to provide their view on how their second/third generation mobility programmes are progressing. This is a great opportunity to quiz experienced practitioners who have developed the skill-set to drive forward their service operations and are ready to share their insights with you on:

• The impact of fast evolving technology and its value to the area of field services

• lessons learnt to date on the service excellence journey • Areas to be mindful of and strategies to move forward your mobility projects

to second/third generation initiatives Kate Bradshaw, Team Manager Field Systems, Yarra Valley Water Peter McDonald, Programme director- Mobile Computing, Victorian Police

12.30 LEVERAGING MAxIMUM VALUE PRESENTATION: Building on Current Field Service Management Systems to Stay Ahead of the Curve and Maximise Competitive Advantage

• Exploring new functionality enabled by advances in technology • Ensuring your organisation keeps up with the changing demands being

placed on workers in the field • Aligning field service solutions to the organisational business plan and

strategic goals

OPERATIONAL EFFICIENCY IN SERVICE DELIVERY

STREAM B: Utilities Interactive

2.00 BENCHMARKING AND KPIs: Meeting Audit Requirements and Producing Better, More Accurate Data; Mobile Workforce - Implementation for Faults and Beyond

• leveraging mobile technology for fault management in an electrical network utility;

• The leap in benefits provide by integrated mobile gIS - in field, in the control room and for the asset manager

• Beyond faults, progressing field force automation to planned work. • Comparing a mobile fault solution to mobility for planned work Graeme Fairley, Senior Project Manager, Western Power

2.30 BENCHMARKING AND KPIs: Smart Service and Practical Advice on Large Scale Mobility Deployments

• optimising resources to maximise revenues, customer satisfaction and retention

• Harnessing technology as the key enablers of superior field service • Scheduling- getting the technology to work for you! • Reducing operating cost • doing more with less Kate Bradshaw, Team Manager Field Systems, Yarra Valley Water

Lunch and Networking Opportunity Break

Welcome Back Remarks from the Chair

KEYNOTE SESSIONSChange Management and Workforce development

9.00 KEYNOTE PRESENTATION: Measuring Success – Efficiency, Productivity and Customer Retention

• Using performance metrics to establish the success of your field service • Measuring and benchmarking efficiency rates • Understanding customer needs and assessing retention rates and loyalty

base • Building further on a dynamic and efficient field service capability- aligning

your strategy with technology innovation Matthew Taylor, Chief Information officer, International Energy Services

9.30 KEYNOTE PRESENTATION: Showcasing Efficiency Gains from Enhanced Service Management Initiatives

• Translating effective strategies into real business efficiency gains • optimising your customer service for sustainable business and SlA

compliance • Ensuring your mobility and service transformation projects maintains

momentum • Communicating the benefits within the organisation for future upgrade

potential Doug Wilson, Chief Information officer, The New Zealand Automobile

Association

TECHNOLOGY SOLUTIONS AND INNOVATION SHOWCASE

demonstrations of the hottest technologies and solutions in field mobility, coupled with advice on how you can best leverage them in your own organisation. during this session you will have access to the very latest in force automation, service management software provided by Australia’s leading technology solutions experts accompanied by their clients who have already realised the business value.

Coffee and Networking Opportunity Break

11.00 PRESENTATION: Successfully Implementing a Mobility Solution • Identifying and selecting technology according to functionality requirements • Tackling integration issues with the existing enterprise IT architecture • Channelling the power of central systems to workers in the field • Complying with regulatory requirements • Future proofing devices, software and applications to ensure flexibility and

cost reduction Superintendent Lance Martin APM, Program Manager, Communications

Infrastructure / IT Program delivery, Western Australia Police

11.30 PRESENTATION: Sales Force Optimisation • getting a return on your investment in mobile solutions within three months • Saves 56 labour hours every day through mobility technology • Enabling your sales force to operate effectively in the field Geoff Reid, group Computer Services Manager, Bunzl Australasia

12.00 Presentation: Leveraging Technology to Improve the Ability of Workers in the Field to Access Company Data

• Facilitating workers to get job information online • Automating previously paper-based processes • Increasing the accuracy of the data received from the field • Reducing the need for duplication into a mobile management system • Facilitating communication with the depot via radio, gPRS and WiFi Jonathon Bonnici, System Implementation Manager, Tieman

Lunch and Networking Opportunity Break

ENABLING FIELD FORCES FOR IMPROVED ASSET MAINTENANCE AND DATA QUALITY

1.30 Early Adopter Presentation: Optimising Service Delivery for Maximum Company and Customer Benefit

• Exploring Hirotec’s journey of providing service teams with state-of-the-art equipment

• developing the availability and capability of the field service teams and impact on wider business

• Advantages of an enhanced field force capability and where next for Hirotec’s service delivery

Walter Rafin, general Manager, Hirotec

2.00 PRESENTATION: Using Mobile Technology to Drive Field Service Excellence and Maintain Complex Parts

• Eliminating inefficient paper-based systems through implementing a mobile work management system

• Providing two-way data flow between the company’s information system and field technicians

• delivering instant access and monitoring of asset information • Meeting audit requirements and producing better, more accurate data Mick Cooper, Service Manager, Toyota Material Handling

Coffee and Networking Opportunity Break

3.00 PRESENTATION: Achieving Real-time Visibility of Sales and Daily Delivery Activities – the Why and How!

• Exploring new functionality at Fonterra • outlining the challenges and strategies involved in technology deployment • delivering benefits direct to the workforce and organisation Andrew Faid, Information Systems Manager FBnZ, Fonterra ANZ

3.30 PRESENTATION: Time Counts- Using Lean Processes to Enhance Your Service Delivery

• delivering a consistent quality of work to customers • Implementing procedures such as value-stream mapping to optimising

response timeframes • Minimising waste

4.00 CLOSEOUT Interactive Discussion: Concerns, Insights and Unanswered Questions from the Summit

An open discussion distilling some of the key messages from the 2011 summit. This session provides a unique opportunity for delegates to share their insights, raise unanswered questions and provide their own perspective.

End of Conference

Conference Day Two Thursday 24th March 2011

BOOK NOW! T +61 2 9229 1000 F +61 2 9223 2622 E [email protected] W www.FSMaustralia.com.au

FSM 2011 is the perfect platform for you to refresh your organisations thinking on field service productivity, customer service management and advancement through technology. This summit brings together professionals across a wide range sectors and from traditional field service companies to new organisations looking to capitalise on enhanced workforce mobility.

With increased pressure to boost worker productivity, reduce paper and improve customer experience it has become essential business critical to manage work in the field in a proactive and efficient way. FSM 2011 will give you a tool box and range of perspectives to address these issues within your own organisation.

If you are currently looking at how to streamline your operations, realise cost savings, and deliver world-class services in the field then FSM 2011 is the event for you. Building on our experience in the Australasian market, and from our research bases in the US and Europe we bring you the foremost learning and benchmarking opportunity.

By attending FSM 2011, you will discover strategies being developed to optimise productivity, efficiency and customer service that will enable you to find benefit for your organisation

Whatever your stage of implementation, there are huge improvements in customer service, efficiency and productivity still to be made. Through this forum you can gain insight into how others are advancing field service processes and benchmark your existing processes, technology adoption and level of customer service. With the dedicated maturity streams you can join in the discussions that directly relate to your own business needs.

FSM 2010 has been specifically designed for:

Field Service Managers,

National Service Managers,

Operations Managers,

Network Managers,

Managers of Information Systems,

Infrastructure Managers

From the following core industries:Utilities

Telcos

Break / Fix

Emergency Services

Facilities Management

FMCG

Engineering and Construction

WORKSHOP AEffectively Managing Change in your OrganisationWednesday 23rd March 2011 • 6.00pm – 8.00pm Rationale: Selecting and rolling out a field services solution is only half the battle. one of the primary focuses of successful implementation is placed on ensuring that the users of the new system are on board from the outset... thus getting them excited about using the new tools that will be available to them.

Take-Away Strategies:• Pushing the virtues of the new system and ensuring concerns are allayed • Making sure workers are using the field service system from the very outset• Training staff and communicating internally• Reshaping business processes to match the new processes

Superintendent lance Martin APM, Program Manager, Communications Infrastructure / IT Program delivery, Western Australia Police

WORKSHOP BVision to reality - strategies to successfully implement your optimise field service projectTuesday 22nd March 2011 • 5.30pm – 7.30pm (A light supper will be included) Rationale: Rationale: organisations are inherently complex and lack consistency in delivery of field service that no technical solution will provide a quick fix. don’t despair; this workshop will explore strategies that will help you plan your rollout to ensure your solution ticks all the right boxes.

Take-Away Strategies:• developing a roadmap that starts with complete visibility of the end to end

process - everyone from the front line to central office needs to know “WHy” & “HoW” their actions impact the decisions other make.

• Ensuring that you have clear objectives and the full business requirements to build the appropriate solution

• getting quick results to help build momentum and senior management buy-in to change

• Managing baseline performance to set future goals, including optimisation of your solution through better forecast and planning.

Allan MacMaster, Project Manager, Transformation Team, Scottish Water, UK

Customer Service Quality & Responsiveness FOCuS DAyDelivering for your CustomersTuesday 22nd March 2011 • 9.30am – 5.30pm Welcome Remarks from the Chair

PRESENTATION: Understanding Customer Needs and Proactively Improving the Customer Experience

• Strategies to ensure customers are kept updated on the progress of jobs to maximise customer satisfaction

• Keeping your field service ahead of what your customer base demands in order to minimise churn

• Best-practice strategies for ensuring the most positive customer experience

• Strategies to ensure SlAs are met • Implementing upgrades to field service systems

PRESENTATION: Engaging and Motivating your Staff to Ensure Successful Service Delivery

• Instilling a vision of the technicians role in customer service delivery • Training your staff to be more responsive to customer needs • developing a first-class mobile workforce through training and

engagement • Embedding productivity KPIs and continually measuring performance

Coffee and Networking Opportunity Break

PRESENTATION: Managing Change and Technology Integration in Healthcare Selecting and rolling out a field services solution is only half the battle

one of the primary focuses of successful implementation is placed on ensuring that the users of the new system are on board from the outset and the need to get them excited about using the new tools that will be available to them.

• Strategy towards achieving full workforce mobility • Reshaping business processes to support technology solution • Investment in people - change management and training • greatest challenges and benefits gavin Hudson, Business Services Manager, KinCare

KNOWLEDGE SHARING FOCUS: Driving Excellence in Customer Service Delivery- Hints & Tips

This session will provide delegates with the opportunity to share tools and techniques for customer service optimisation.

With a focused group of attendees looking specifically at this aspect you can contribute to the knowledge sharing and discussions on about the matters currently affecting your customer service delivery.

Lunch and Networking Opportunity Break

PRESENTATION: Session Outline to be Confirmed david Anderson, Manager- Customer operations, State Water

Corporation

INTERACTIVE SESSION / KNOWLEDGE SHARING FOCUS: Driving Excellence in Customer Service Delivery- Hints & Tips

This session will provide delegates with the opportunity to share tools and techniques for customer service optimisation.

With a focused group of attendees looking specifically at this aspect you can contribute to the knowledge sharing and discussions on about the matters currently affecting your customer service delivery.

Chaired by: david Anderson, Manager- Customer operations, STATE WATER CORPORATION

PRESENTATION: Utilising Technology to Deliver on your SLAs • leveraging information to improve the way customers are served • Strategies to deliver high-calibre service whilst maintaining profitability • Maximising customer satisfaction by encouraging effective use of

customer data in the field darryl Steven, group Manager Energy Transformation, Energex Australia

FACILITATED BENCHMARKING: Focus for the Future – Outcomes from the Day

• Integrating the customer’s function with your service function • Focusing on the entire customer lifecycle whilst focusing your workforce

on organisational growth and revenue generation • Providing improved availability for your customers whilst reducing cost • Understanding the importance of availability and the need for

affordability • Examining the industry shift from selling labour to selling availability

World Class Content and Perspective: IQPC understands the value of to the point, relevant and structured content. Not only are you able to take advantage of

the wealth of perspective at the event but we also ensure that you have access to some of the industries most respected figures. The FSM portal (www.fsmaustralia.com.au) offers you insightful interviews and case studies from around the globe.

BOOK NOW! T +61 2 9229 1000 F +61 2 9223 2622

E [email protected]

W www.FSMaustralia.com.au

2011Field Service Management

The 3rd Annual AustralasianField Service and Workforce Mobility Conference

About our Sponsors

Featured Partners:

Datalogic Mobile, a part of the Datalogic Group, is a global player in the rugged mobile computing industry, offering a full range of products dedicated to 3 core verticals - warehousing solutions, field-force automation and retail in-store. The Datalogic Mobile range includes pocket sized devices, industrial PDA’s, pistol grip terminals and vehicle mounted terminals which we underpin with a complete choice of middleware software solutions. We guarantee our partners and end users the highest level of compatibility with open industry standards.

Panasonic Toughbook – No ordinary notebook. Panasonic Toughbooks are built to withstand the harsh conditions of outdoor working environments. Used extensively worldwide, Toughbooks are designed to protect components that are most frequently damaged, resulting in maximum uptime and productivity at a lower total cost of ownership. Built to deliver the ultimate combination of mobility and durability, Toughbooks keep field staff connected and productive, reducing downtime and significantly lowering IT servicing and repair costs. With a Toughbook you can be confident that your equipment will withstand the toughest treatment. For more information visit www.toughbook.com.au or phone (02) 9986 7400.

Retriever Communications is a leading field force automation company that has received substantial international industry recognition. Pioneering the technology since 1996, Retriever continues to be the leader in wireless field technology to improve field worker productivity. Our capability, scalability and reliability combined with high quality service standards have allowed us to gain outstanding customer satisfaction ratings. Trust our technology to manage your field workers.

Associate Partners:

GE serves the energy sector by developing and deploying technology that helps make efficient use of natural resources. With nearly 85,000 global employees and 2009 revenues of $40 billion, GE Energy www.ge.com/energy is one of the world’s leading suppliers of power generation and energy delivery technologies. The businesses that comprise GE Energy-GE Power & Water, GE Energy Services and GE Oil & Gas-work together to provide integrated product and service solutions in all areas of the energy industry including coal, oil, natural gas and nuclear energy; renewable resources such as water, wind, solar and biogas; and other alternative fuels.

ClickSoftware is the leading provider of automated workforce management and optimisation solutions for every size of service business. Our portfolio of solutions, available on demand and on premises, create business value through higher levels of productivity, customer satisfaction and operational efficiency. Our patented concept of ‘continuous planning and scheduling’ incorporates customer demand forecasting, long and short term capacity planning, shift planning, real-time scheduling, mobility and location-based services.

Event Partner:

ExhibitorsRAM Mounts – Distributed by Southern Insight RAM is the revolutionary universal ball and socket mounting system that allows you to mount practically anything anywhere. Unwilling

to compromise durability and versatility, many RAM products are available to support devices from less than a kilo to 84 kilos. Our mounting bases and complete kits are manufactured to perform above expectations and remain cost effective. For over a decade RAM Mounting Systems has provided products that remain top of the line. For your next mounting application, choose wisely. Choose RAM.

Sky Technologies is a mobile applications company that enables its customers to mobilize any business process on any mobile device using a single technology platform;

Our Business Solution Suite of “code free” applications can be seamlessly integrated to any back end business system or database. Sky Technologies is a market leader in enterprise mobility.

Epicor Software is a global leader delivering business software solutions to the manufacturing, distribution,

retail, hospitality and services industries. With 20,000 customers in over 150 countries, Epicor provides integrated enterprise resource planning (ERP), customer relationship management (CRM), supply chain management (SCM) and enterprise retail software solutions that enable companies to drive increased efficiency and improve profitability. Founded in 1984, Epicor takes pride in more than 25 years of technology innovation.

Intermec Inc. (NYSE:IN) develops and integrates products, services and technologies that identify, track and manage supply chain assets and information.

Core technologies include RFID, mobile computing and data collection systems, bar code printers and label media. The company’s products and services are used by Fortune 1000 companies around the world. The owner of numerous RFID patents and a leading provider of 2D bar code scanning and printing, for over 40 years Intermec product solutions have been a significant influence in shaping the landscape of the AIDC industry. That’s why 70% of the Fortune 1000 have put their trust in Intermec. Intermec not only delivers best-in-class data capture and mobile computing solutions, the company provides the expertise and connections to implement new systems and provide quality support long after. Visit www.intermec.com.au

SOTI Inc. develops industry-leading technology that solves the unique challenges of Managing, Supporting, Securing and Tracking remote mobile and desktop computing devices. Organizations across all market verticals rely on SOTI products to achieve their ROI targets by increasing

productivity, minimizing downtime and reducing labour costs. Today, over 80,000 customers and 300 local support partners in over 120 countries employ SOTI’s technology to manage hundreds of thousands of mission-critical mobile devices. www.soti.net

Yambay is a leading provider of scheduling and mobility solutions for field service management. We specialise in providing strategic solutions which meet the enterprise

customer’s high standards of performance and reliability and cover the full range of current and future business requirements.

Yambay’s product software is used in enterprise deployments in Australia, USA, UK, New Zealand and South Africa covering a range of business processes including asset management, inspections and emergency fault work. Systems supported include those from GE, IBM, SAP, Mincom and most GIS vendors.

Motion Computing is a leading provider of integrated mobile computing solutions, combining world-class products with services customised for the unique needs of target vertical markets. The company’s enhanced line of

rugged tablet PCs, mobile point of service solutions and accessories are designed to increase mobile productivity while providing portability, security, power and versatility. Motion Mobility Solutions offers a complete portfolio of products, services and support that helps ensure a successful mobile deployment for increased productivity, reducing project risk while delivering a more rapid return on investment. www.motioncomputing.com.au

AirData – Premier Partner Motorola EMb, is a specialist provider of enterprise-class mobility solutions. AirData has over 30 years experience in mobility, providing true end to end solutions to a wide variety of industry verticals including, Field Sales/Service, Retail, Transport & Logistics,

Government, Healthcare and Warehouse & Distribution. With representation in Sydney, Melbourne and Brisbane, AirData provides consultation, design and implementation of effective solution models that will mobilise your business. For more information call 1300 655 746.

e-merge Data Solutions is a dynamic mobility and field data solutions company that hosts an arsenal of wireless information solutions to suit any organisations field requirements. Its vision is to simplify the mobility space by offering easy to implement, flexible solutions that require little technology capability from its

partners. With solutions implemented from 10 to than >200 people teams, e-merge’s flexible systems rapidly adapt to fit its customers business processes. This philosophy gives its customers the competitive edge, when needing to be adaptive to changing business requirements.

AirData is demonstrably a leader in assisting organisations ‘mobilise the enterprise’ with several key awards and much industry

recognition for delivering innovative turnkey and bespoke solutions and significant ROI’s. AirData has over 30 years’ experience in mobility, providing true end to end solutions to Field Sales/Service, Retail, Transport & Logistics, Government, Healthcare and Warehouse & Distribution industries and segments. AirData leverages leading industry partners and our in-house development capabilities. For more information call 1300 655 746 | Email: [email protected] | Phone: 131 632 | www.nec.com.au

We Manage Mobility

IQPC recognises the value of learning in teams. Take advantage of one of these special rates: Register a team of 3 to the conference at the same time from the

same company and receive $500 discount Register a team of 4 to the conference at the same time from the

same company and receive a free pass for a 5th delegate Ask about multi-event discounts. Call + 61 2 9229 1000

for more details Please note: Only one discount applies

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* CHEQUE EnCloSEd FoR $ (Please make cheques payable to: IQPC)

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Australian Technology Park Conference CentreBay 4, locomotive Workshop, Eveleigh nSW 1430Tel: +61 2 9209 4429 Fax: +61 2 9209 4439www.atp.com.auComplimentary bus transfers will be provided to and from Australian Technology Park from the Citigate Central Hotel. located at 169-179 Thomas Street, SydnEy

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RegisTeR me for FSM 2011 PLus Workshops A B Focus day

* Payment must be received by IQPC prior to 5pm AEST on the cut-off date. # Registrations received without payment or a Government PO will incur a processing fee of $99 + GST = $108.90

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* Please send me set(s) of AUdIo CoMPACT dISCS and PRESEnTATIonS Cd at $878.90 ($799 plus gST) or $603.90 ($549 plus gST) Presentations Cd only

* Please keep me informed via email about this and other related events

PRIVACy - yoUR CHoICEAny information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details. To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department, Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622.

* I do not wish to have my details made available to other organisations

IQPC CAnCEllATIon And PoSTPonEMEnT PolICy: FoR dETAIlS oF IQPC’S CAnCEllATIon And PoSTPonEMEnT PolICy PlEASE VISIT: www.iqpc.com.au© 2010 IQPC ABn 92 071 142 446 All RIgHTS RESERVEd. The format, design, content and arrangement of this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.

Book early for huge eARLY BIRD savings.

2 WAYS TO SAVe!

Book as a TeAM, save & benefit as a team.

NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received.

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To speed registration, please provide the priority code located on the mailing label or in the box below.

Register Early & Save!C*PdFW

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accommoDaTion The lido group are the official booking agent for the Field Service Management 2011 event. The lido group have negotiated event rates at a range of hotels for all attendees of this event.To take advantage of these rates & book direct on the website, please go to www.fsmaustralia.com.au and click on the Venue & Accommodation page.

QUICK and EASY WAYS to REGISTER

TElEphonE +61 2 9229 1000

FAX +61 2 9223 2622

EmAIl [email protected]

WEbSITE www.fsmaustralia.com.au

mAIl IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000

2011Field Service Management

The 3rd Annual AustralasianField Service and Workforce Mobility Conference

pACKAGESEARlY bIRd

*Register & pay before 24.12.10

STAndARd pRICE

Conference Only $3099 + GST = $3408.90 $3299 + GST = $3628.90

Conference + 1 Workshop $3599 + GST = $3958.90 $3799 + GST = $4178.90

Conference + 2 Workshops $3995 + GST = $4394.50 $4195 + GST = $4614.50

Conference + Focus Day $4295 + GST - $4724.50 $4495 + GST = $4944.50

All inclusive attendance $4595 + GST = $5054.50 $4795 + GST = $5274.50

SAVE $200