Seminars - Thursday

10.30

Using Customer Feedback to create a highly adaptive and customer centric organisation
Jeremy Cox
CustomerSat

11.15

Leadership in the international world
Martin Gilday
Unisys

12.00

The road to upgrade – replacing Arqiva’s field service management system
Paul French
Arqiva

12.45

Realising Business benefits through Dynamic scheduling – Transformation, not implementation
Paul Brownridge
Matthews Craig Consulting / E.ON

13.30

Service Business Strategy AFSM special conference
Welcome and Introduction
Simon Morris
President AFSM (UK)

13.45

Developing Service Strategies
Professor Graham Clark
Cranfield School of Management

14.35

Trials of Implementing Shared Services
Stephanie Mart, Organisational Change and Development, Executive, Rolls Royce Plc
Jonathan Clough, Associate Director, Voyager Solutions Ltd.

15.30

The New AFSMI
Steve Downton, AFSM UK Chapter

10.30

Gaining competitive advantage through real-time automation
Peter Trotman
Mitie Pest Control

11.15

Delivering 21st Century service and efficiency at Carillion Facilities Services
Mike Tomlinson
Carillion

12.00

Utilising mobile applications to keep critical business processes up and running
Nigel Fawkes
Autorestore

12.45

Keeping up with the generations
Clive Taylor
Avery Weigh-Tronix

13.30

Empowering Eneco Energy’s field technicians
Erwin Geys
Eneco Energy

14.15

Improving customer service delivery with real-time mobile reporting
Gail Pinkerton
Reliance Security

15.00

Improving service efficiencies within the public sector
Mark Rees-Williams
Caerphilly County Borough Council