service & logistics summit 2016
TRANSCRIPT
Service & Logistics SummitEntering a New Era of Technology-Enabled Services and OperationsService & Logistics Summit 2016
© KamehaGrand Bonn
April 12th – 13th
Hyatt Regency Dusseldorf, Germany
Event Brochure including fianl conference program and schedule
8th European Conferenceon Aftersales Service andSpare Parts Logistics
Kraft SchumannExecutive Board Member and Chairman of ISLA
Henry van der Schoot Sr. Director Global Logistics Service Parts Supply Chainat Philips Healthcare, andDeputy Chairman of ISLA
Magne SvendsenExecutive Vice PresidentAfter Sales and Crop Care at Kverneland Group, and Deputy Chairman of ISLA
Tzvika BarkaiVice President Service SCM & Logisticsat Orbotech
Benedikt KönigGeneral ManagerOperations Supportat Wärtsilä
Ralf KolshornSenior Vice President and Head of Parts Logisticsat MAN Truck & Bus
Milan MežaService Directorat Gorenje
Stefan BrehmVice PresidentAfter Sales at Jungheinrich
Bernhard SteinelSenior Vice PresidentGlobal Systemservice at Heidelberg
The Event at a Glance
Tuesday, April 12th, 2016
9:30
10:30
–
–
13:00
14:00
–
–
15:30
16:00
–
–
Wednesday, April 13th, 2016
9:30 –
12:00
12:45
–
–
13:45 –
10:30
13:00
14:00
15:30
Registration & Light Breakfast
16:00
17:30
19:00
Aftersales ServiceFocus Session
11:45
12:45
13:45
Aftersales ServiceFocus Session
15:45
15:45
Plenary Session
Lunch
Plenary Session
Coffee Break
Dinner & Evening Socializing
Spare Parts LogisticsFocus Session
Plenary Session
Lunch
Spare Parts LogisticsFocus Session
Plenary Session
Closing Reception
Dear Colleague,
Conferences are great opportunities to meet and connect with people who are dealing
with similar issues in their business. Our business is all about Aftersales Service and
Spare Parts. Thus, we are members of the International Service Logistics Association.
ISLA promotes the networking and sharing of ideas that can inspire, help to define “best
in class,” and foster improvement — particularly today when faced with rapid change
and innovation. ISLA’s main conference this year is the Service & Logistics Summit 2016at the Hyatt Regency Dusseldorf on April 12th – 13th. No matter if you are an ISLA member
or not: We are pleased to invite you to the 8th edition of the only European Conference
on Aftersales Service and Spare Parts Logistics which is organized by an industry-
supported network of aftersales executives. Listen to informative presentations and
case studies, discuss in an open atmosphere, and develop your professional network.
We look forward to meeting you at the Service & Logistics Summit 2016.
Different Industries, One Focus: Aftersales Service and Spare Parts Logistics
Attending the Service & Logistics Summit 2016, you will find two days filled with inspiration, practical
insight and occasions to mingle outside the conference rooms. Listen to in-depth case studies, and con-
tribute to the Q&A and discussion following each presentation. The conference program is cross-industry
and covers sectors such as Aerospace, Agricultural Equipment, Automotive, Consumer Electronics, Indus-
trial Plants, Medical Devices, Machinery and Power Solutions with speakers from
The Service & Logistics Summit 2016 will take place at the Hyatt
Regency Hotel Dusseldorf. Opened in late 2010, this elegant hotel
for business and leisure travellers is located directly at the Media
Harbor — that part of the city’s old Rhine harbor, which has been
transformed into a modern business and residential district since
the 1990’s. With buildings designed by renowned international
architects such as Frank O. Gehry and William Alsop, the Media
Harbor is one of Europe’s best examples of contemporary archi-
tecture and a place to go for any architecture enthusiast. At the
end of the first conference day, all delegates are invited to dinner
at the “Lido 1960” to be hosted by Barkawi Management Consult-
ants. On the pedestrian bridge spanning the harbor basin, the Lido
is a great place to chat together, while enjoying good food, excel-
lent wines and a relaxed ambience.
Meeting at Great Locations
Dr. Marc Hübbers
General Manager
Service Operations
Forging Europe
SMS Group
Benedikt König
General Manager
Operations Support
Wärtsilä
Matti Kurvinen
Co-Author of
the coming book
Warranty Fraud
Management
Dr. Martin Krüger
Senior Scientist
Life Cycle/Service Science
ABB Corporate Research
Stephan März
Head of
BU Services
Bobst Group
Anthony van der Ley
CEO and Speaker of
the Management Board
LEMKEN
Ivo Siebers
Senior Vice President
Global Logistics
thyssenkrupp Elevator
Magne Svendsen
Executive Vice President
After Sales and Crop Care
Kverneland Group
Ulrich Timcke
Speaker of the
Management Board
CLAAS Service and Parts
Jukka Pihamaa
Vice President
Supply Chain
Services Business Line
Valmet
André Truszkowski-Jonas
Head of
Business Support
Siemens Mobility
Customer Services
Kai Wrede
Director Logistics
and Inventory Control
Europe
Suzuki
Dr. Carsten Ungrade
Director Technology and
International Business
Media-Saturn/RTS
Karim Barkawi
Managing Partner
Barkawi Management
Consultants
Dr. Frank Debus
Senior Vice President
Global Customer
Service Material Logistics
Siemens Healthcare
Anders Grudén
CEO and
Board Member
Syncron
Ger Comyns
Senior Director,
Service Part Supply
Chain Programs
Philips Healthcare
Hugues Chatelain
Director Parts, Service
and Customer Care
Fiat Chrysler Automobiles
Switzerland
Dr. Mareike Böger
Head of Additive
Manufacturing Solutions
Airbus Material and
Logistics Management
As
Co
nfe
ren
ce C
hai
rman
Tzvika Barkai
Vice President, Service
Supply Chain Manage-
ment and Logistics
Orbotech
Spea
kers
Dr. Andreas Baader
Managing Partner
Barkawi Management
Consultants
Tuesday, April 12th — Morning
9:30 – 10:30
Foyer
Registration and Light Breakfast
10:30
10:45
–
–
11:30
12:15
–
–
10:45
11:30
12:15
13:00
Plenary Session in Ballroom I
Welcome Note and Opening Remarks from the Conference Chairman Karim Barkawi, Managing Partner at Barkawi Management Consultants
Delivering superior customer experience via dealers Anders Grudén, CEO and Board Member, SyncronUlrich Timcke, Speaker of the Management Board, CLAAS Service and Parts
Growing through High Added Value ServicesStephan März, Head of Business Unit ServicesBobst Group
Global Service Excellence through ownership and accountability Anthony van der Ley, CEO and Speaker of the Management Board LEMKEN
Age
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Sum
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13:00 – 14:00
Foyer
Lunch Break
Tuesday, April 12th — Afternoon
16:00
16:45
–
–
16:45
17:30
Aftersales Service Focus Session in Meeting Room I – III
Smart Services within steel making and processing industries — New business opportunities for After SalesDr. Marc Hübbers, Gen. Mgr., Service Operations Forging Europe SMS Group
Hide and Seek — Detecting and preventing Warranty Fraud Matti Kurvinen and Dr. Ilkka Töyrylä Co-authors of the coming bookWarranty Fraud Management
Spare Parts LogisticsFocus Session in Ballroom II
Achieving substantial efficiencies in Customer Service Productivity Ger Comyns, Senior Director, Service Part Supply Chain ProgramsPhilips Healthcare
Delivering resultsKai Wrede, Director Logistics and Inventory Control EuropeWayne Dye, General Manager, Parts & Accessories, UK & IrelandSuzuki
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16
14:00
14:30
–
–
14:45 –
14:30
14:45
15:30
Plenary Session in Ballroom I
print a spare@airbus com — 3D printing solutions for material management in the aerospace industryDr. Mareike Böger, Head of Additive Manufacturing Solutions Airbus Material and Logistics Management
Service Inventory Transformation driven by Additive Manufacturing of Spare Parts? André Truszkowski-Jonas, Head of Business Support Customer Services Siemens Mobility
Will 3D printing really live up to its expectations? Panel discussion with the conference speakers and other panelists from industry and research, chaired by Dr. Andreas Baader, Managing Partner of Barkawi Management Consultants. The audience is invited to pose questions to the panel and contribute own views as well.
15:30 – 16:00
Foyer
Coffee Break
19:00
Evening Activities
Footwalk to the Lido 1960 and dinner, hosted by Barkawi Management Consultants
Wednesday, April 13th — Morning
Age
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Sum
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Aftersales Service Focus Session in Meeting Room I – III
Spare Parts LogisticsFocus Session in Ballroom II
9:30
10:15
–
–
10:15
11:00
Growth strategy in the Automotive Aftermarket — The urge to cooperate to regain foothold in 4–10 year car parc segmentHugues Chatelain, Director Parts, Service and Customer CareFiat Chrysler Automobiles Switzerland
Completing the consumer experience in multi-channel retail — From One-Stop-Shopping to One-Stop-ServiceDr. Carsten Ungrade, Director Technology & International BusinessMedia-Saturn/RTS
The Service Supply Chain as the strategic competitive edge of customer service organizations Tzvika Barkai, Vice President Service SCM and LogisticsOrbotech
Differentiated Service Levels in Spare Parts Supply Benedikt KönigGeneral Manager Operations SupportWärtsilä
11:00 – 11:45 Beyond the hype — Delivering services in the Internet of Things, Services and People (IoTSP)Dr. Martin Krüger, Senior ScientistABB Corporate Research
Post-Merger Integration – How to integrate new companies into the spare parts processJukka Pihamaa, VP Supply Chain Services Business LineValmet
11:45 – 12:00
Foyer
Short Coffee Break
Plenary Session in Ballroom I
12:00 – 12:45 Service Supply Chain Excellence — A Strategic Plan improving margin position for parts while enhancing customer satisfaction Magne Svendsen, Executive Vice President After Sales and Crop Care Kverneland Group
Wednesday, April 13th — Afternoon
13:45 –
14:30
15:00
–
–
15:30 –
14:30
15:00
15:30
15:45
Plenary Session in Ballroom I
The Digital Transformation of Service Supply ChainsDr. Frank Debus, Senior Vice President, Global Customer Service Material Logistics Siemens Healthcare
Industry 4.0 — Connecting Elevators in The Cloud for Predictive Maintenance Ivo Siebers, Senior Vice President Global Logistics thyssenkrupp Elevator
Service 4.0 — How is the Internet of Things changing your Aftermarket Business Models? Panel discussion with conference speakers and panelists from OEMs in attendance, chaired by Dr. Andreas Baader, Managing Partner of Barkawi Management Consultants. The audience is invited to pose questions to the panel and contribute own views as well.
Wrap-up of conference and farewell message from the Conference ChairmanKarim Barkawi, Managing Partner at Barkawi Management Consultants
Age
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Sum
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15:45
Foyer
Closing Reception
12:45 – 13:45
Foyer
Lunch Break
About the Conference
The Service & Logistics Summit was established in 2007. With seven editions since then, it has become
one of Europe’s leading events for Aftersales Service and Spare Parts Logistics. But it is not just another
conference: It is the only one for aftermarket managers organized by a network of aftermarket managers.
As ISLA’s highlight event, the Service & Logistics Summit is held in leading hotels either in vibrant cities or
at scenic places out-of-town. The previous conferences took place in Munich (2007), Berlin (2008), at
Bavaria’s LakeTegernsee (2009), in Hamburg (2010), at the Kameha Grand on River Rhine (2011), in Stutt-
gart (2012), and Frankfurt (2014).
In addition to the Service & Logistics Summit, we arrange further events
such as Service & Parts Focus Days, ISLA Academies, Innovation Forums
and the ISLA Campus “Business meets Science”. Regional activities in the
United States were launched in 2012. Participants from 350+ companies
attended at least one, but often several ISLA events in recent years. Pre-
sentations were contributed by 250+ Directors, VPs and Executive Board
Members from leading companies such as
ABB ö AGCO ö Airbus ö Alstom ö Applied Materials ö Bang & Olufsen ö
Barco ö Barkawi ö BMW Group ö Bosch ö Brembo ö BSH Home Appliances ö
Cisco ö CLAAS ö CNH ö Crown ö DAF Trucks ö Daimler ö Deutsche Bahn ö
DMG MORI ö Electrolux ö EMC ö Emerson ö Endress+Hauser ö Ericsson ö
Eurocopter ö Fairbanks Morse ö Fiat Group Automobiles ö Ford ö Fujitsu ö
Gamesa ö GE Energy ö GEA Group ö Gorenje ö Gunnebo ö Haier ö Heidel-
berg ö Hella ö Hilti ö HP ö IBM ö Iveco ö Knorr-Bremse ö John Deere ö Kone ö
Konecranes ö Kverneland Group ö Leica Microsystems ö Linde Material
Handling ö Lufthansa Technik ö Manitou ö MAN ö manroland ö Mettler-
Toledo ö Miele ö Motorola ö Navistar ö Neovia ö Nokia ö Nordex ö Océ ö
Oerlikon ö Ottobock ö Pentax Medical ö Philips ö Porsche ö PTC ö Rolls
Royce ö Scania ö Sharp ö Siemens ö SKF ö SMA Solar Technology ö Sony ö
STILL ö Syncron ö Terex ö Valmet ö Vestas ö Volkswagen Group ö Volvo ö
Wärtsilä ö Whirlpool ö Wincor Nixdorf ö ZTE ö and many more.
For detailed information about the Service & Logistics Summits and other
ISLA events in recent years, please visit www.servicelogistics.info, where
you will find the programs including event speakers and presentations.
Lots of opportunities to exchange
Event OrganizerThe International Service Logistics Association (ISLA) is a network of professionals dedicated to Service
Management and Spare Parts Logistics. Founded in 2003, more than 50 corporate members from Europe,
Israel, China and the US have joined the association now, among others ABB, AGCO, CLAAS, Gorenje, Haier,
Heidelberg, Kverneland Group, Jungheinrich, LEMKEN, Linde MH, MAN, Manitou, Navistar, Normet, Orbo-
tech, Philips Healthcare, Siemens Healthcare, ThyssenKrupp, Toyota Material Handling Europe, Wacker
Neuson, Valmet, Wärtsilä and others. For more information, visit www.servicelogistics.info or contact us:
Venue & Hotels
The venue of the Service & Logistics Summit 2016 is the Hyatt
Regency Hotel in Dusseldorf. It is located in a 19-storey building
in the Media Harbor. The city center is only 4 km away, and the
main station 3 km. Dusseldorf International Airport (DUS) can
be reached in less than 30 minutes.
For accommodation, we recommend the Hyatt itself, as well as
two other hotels next door. You will find below the details and
the rates for a single room including breakfast. Please check
room availability at the hotel of your choice and make your res-
ervati0n using the booking code “ISLA 2016”
Special Event SupportersThe Service & Logistics Summit 2016 is sponsored by two ISLA members, who are substantially involved
in making the event possible through funding and non-financial support:
Rhin
e
Rhine Rheinkniebrücke
Oberkasseler Brücke
Hammer Str.
Dusseldorf
BilkerAllee
OldTown
Königsallee
Kön
igsa
llee
Rhei
nufe
r-Tu
nn
el
CityCenter
Spediti
onstr.
Hyatt Regency: 195.00 € ö Speditionstr. 19, 40221 Dusseldorf
www.dusseldorf.regency.hyatt.com ö +49 (0)211 9134 1234
Courtyard Hafen: 140.00 € ö Speditionstr. 11, 40221 Dusseldorf
www.marriott.com/hotels ö +49 (0)211 4939-0
INNSIDE Hafen: 159.80 € ö Speditionstr. 9, 40221 Dusseldorf
+49 (0)211 447170 ö Reservation hotline +49 1 802 12 17 23
Barkawi Management Consultants is an international management consultancy that focuses on supply
chain management and after sales services. The company was founded in 1994 by Karim Barkawi and it
now employs more than 100 people at its sites in Munich (the company headquarters), Shanghai, Moscow,
Atlanta and Vienna. Amongst the clients of Barkawi are primarily global companies with capital-intensive
and logistically complex business models, such as BSH Hausgeräte, Daimler, Heidelberg, Lufthansa, Nokia
Networks, Philips, Porsche, Vestas and Vodafone. Fore more information, visit www.barkawi.com
Syncron is the global leader in aftermarket service optimization, providing inventory management, price
management, order management and master data management software to leading manufacturing and
distribution companies. Headquartered in Sweden with offices in France, Germany, Poland, the UK, China,
India, Japan and the US, Syncron combines a passion for innovation, business process expertise and a
global collaborative workforce to deliver immediate and measurable improvements for its clients. Ena-
bling its customers to create an unparalleled customer experience and to continue to improve the finan-
cial performance of their aftermarket business is Syncron’s mission. Many leading companies have cho-
sen Syncron: Alfa Laval, Atlas Copco, Deutsche Bahn, Eaton Aerospace, Hitachi, Konecranes, Mazda, Metso,
Renault Trucks, Toyota and Volvo. Visit www.syncron.com or follow Syncron on Twitter @SyncronSCM.
ISLA International Service Logistics Association e. V. ö Baierbrunner Str. 35 ö 81379 München ö Germany
Tel: +49 (0)89 74 98 26-960 ö Fax: +49 (0)89 74 98 26-969 ö [email protected]
Executive Board: Kraft Schumann (Chairman), Tom Clevinger, Henry van der Schoot, and Magne Svendsen
RegistrationTo register for the Service & Logistics Summit 2016 on April 12th – 13th, please complete the form below
including the full billing address. The attendance fees are 970 € (regular price) and 750 € (ISLA members),
with special discounts for academic researchers and students (upon request).
Title, first and last name
Company / Institution
Position / Job Title
Address
Postal Code City Country
Mr
Tel Mobile E-Mail
Date, Signature
Department
Mrs Ms
VAT-ID-No
(for non-German Europe only)
Conditions of Participation
Registration for the Service & Logistics Summit 2016 does
include access to the meeting, and all meals, snacks and
beverages during sessions, breaks and evening socializing.
A meeting handout and an event documentation (as PDF
download) are also included. Expenses for travel and hotel
are to be borne by the attendees themselves. ISLA reserves
the right to make changes to the program as stated in this
document.
Attendance to the Service & Logistics Summit 2016 is
subject to Value Added Tax of 19 % or the Reverse Charge
Procedure. The event is designed for up to 120 participants,
and early registration is advised. Upon receipt of your regis-
tration, you will be sent the invoice for the attendance fee.
Payment by bank transfer is preferred, but can also be made
by credit card (American Express, Diners Club, MasterCard,
and Visa) or via PayPal ([email protected]).
Cancellations must be made in writing. Until March 14, 2016,
all cancellations are free of charge; cancellations after this
date are subject to a processing fee of 190.– Euros. Cancella-
tions after March 29, 2016, will be entitled to a 40% refund
of the conference fee. However, substitutes can be made at
any time by contacting ISLA.
Data given in this form will be held and used by the Inter-
national Service Logistics Association for event registration
and to inform you about upcoming events and activities.
Your contact details may be passed to the conference
sponsors who wish to communicate with you offers related
to your business activities. Please tick below, if you do not
wish this to happen:
Please do not pass my contact details to any third party
or by post to: ISLA International Service Logistics Association e. V.
Baierbrunner Str. 35 ö 81379 München ö Germany ö www.servicelogistics.info
fax to +49 (0)89 74 98 26-969 or e-mail to [email protected]
Please return the completed form via
If you have any questions regarding ISLA and the Service & Logistics Summit 2016, please feel free to
contact Ulf Nitz, the ISLA Association Coordinator on +49 (0)89 74 98 26-960, +49 (0)172 86 82 141 (mobile)
or at [email protected]