Service Leaders Summit 2018

1 Service Leaders Summit 2018 Meeting the expectations of B2B customers in the digital eraMay 15th 16thHansen PalaisKempinski ViennaEvent Information including Conference Outline, List of Confirmed Speakers and Registration Form10th European Conferenceon Customer Service and Service Logistics Creativmarc FotoliaThe Event at a GlanceTuesday, May 15th, 20189:0010:00 12:4513:30 15:00 15:30 Wednesday, May 16th, 20189:1512:45 13:45 The speaker slots during the sessions are 45 minutes long,providing the opportunity of Q & A and discussion followingeach :0012:4513:3015:00 Registration & Light Breakfast15:3017:0019:0012:4513:4516:001 6:00 After Sales ServicesFocus SessionPlenary SessionLunch BreakPlenary SessionCoffee BreakRound Table SessionsDinner & Evening SocializingLunch BreakPlenary SessionClosing ReceptionSpare Parts LogisticsFocus SessionDear Colleague, Service continues to be the largest opportunity to grow earnings for Original Equip-ment Manufacturers, notably for those in the area of industrial goods.

2 We all know thefigures that make clear: Service constitutes a major profit pool, with spare parts oftenmaking up the lion s share. But how to fully tap growth possibilities, to establish andrun a first-class Service team, or to optimize delivery, costs, and prices with digitaliza-tion as a catalyst for new business models and seamless processes?We are pleased to invite you to the Service Leaders Summit 2018 . Meet peers fromvarious industries and discuss all major aspects of an excellent and profitable Service :From strategy to operations, from remote maintenance to parts logistics. This event isEurope s only conference for aftermarket managers organized by a network of after-market managers. Budgeted to break even, not for profit, it is dedicated to nothing elsebut networking, exchanging ideas, and learning from one another.

3 We look forward tomeeting you at the Palais Hansen Kempinski Vienna on May 15th van der Schoot Sr. Director Customer Demand & Fulfillment, Service Parts Supply Chain at Philips, and Deputy Chairman of ISLAM agne SvendsenExecutive Vice PresidentAfter Sales and Crop Care at Kverneland Group, and Deputy Chairman of ISLA Stephan M rzMember of Group Executive Committee and Head of BU services at Bobst Group,and Chairman of ISLAJoe DiPietroVice PresidentAGCO Parts Americas, andDeputy Chairman of ISLAO liver BendigPartner at BarkawiManagement Consultants, and Deputy Chairman of ISLAUlf NitzISLA Association Coordinator andConference ProducerDifferent Industries, One Focus: Customer Service and Service LogisticsAttending the Service Leaders Summit 2018 , you will find two days filled with inspiration, practical insightand occasions to mingle outside the conference rooms.

4 Listen to more than 15 in-depth case studies, andcontribute to the Q&A sessions and round-table discussions. We have invited senior-level managers fromleading companies to built up a cross-industry panel that covers sectors such as Construction Equipment,Food Service Equipment, Forklifts, Healthcare Technology, Industrial Machinery, Pumps, Sorting Solutions,and others. The list of presenting companies and speakers includesThe Service Leaders Summit is designed for up to 120 people: ISLA members and senior-level managers from globally operativecompanies running Service and spare-parts intensive businesses. To provide both Service and logistics colleagues with a full range of relevant topics, the program is segmented into plenary sessions,round tables and focus streams. Matteo ZironiGroup Global Aftersales DirectorAndreas ReddemannVice PresidentGlobal ServiceSorting FoodMikko ImmonenSenior Vice PresidentLife Time Care BusinessHarry Bl chlingerHead of Corporate Service and SalesStephan M rzHead ofBU ServicesPeter van AltenaVice President andGlobal Head of Service And many more: Additional OEM speakers from various industries will confirm their attendance updated information including more details about the speakers and their presentations will be released in February.

5 Tina LiljeSenior Director & Head of Global Customer Service Diagnostics X-Ray andMammography SolutionsJ r me ChanelVice PresidentCrane CareDr. Bernd GarbeGlobal ExecutiveOfficer ServiceDean AltDirector Customer Support EMEAThe Right People, the Right Place,and the Right Topics to DiscussAbout the Conference ISLA s major conference was established in 2007 as Service & Logistics Summit . After nine editions, theevent has been renamed Service Leaders Summit . It is because we always see the full picture of Service ,beyond spare parts and logistics. The name may have changed, but our aim is still the same: to provideEurope s best forum for networking and the exchange among managers in Service and parts intensivebusinesses. We bring together professionals from Automotive to Machinery to White Goods. They allstrive for the highest customer satisfaction and operational excellence.

6 They all can learn from one an-other, because they all deal with similar challenges and issues no matter in which industry they addition to the Service Leaders Summit , we arrange further events suchas Service & Parts Focus Days, ISLA Academies, and the ISLA Campus Business meets Science . Regional activities in the United States werelaunched in 2012. Participants from over 400 companies attended at leastone, but often several ISLA events in recent years. Presentations were con-tributed by 320+ Directors, Vice Presidents and Executive Board Membersfrom leading companies such asABB AGCO Airbus Air France Industries KLM E&M Alstom AppliedMaterials Barco BMW Bobst BSH Home Appliances Carl Zeiss Cisco CLAAS CNH Crown DAF Trucks Daimler Deutsche Bahn Diebold Nixdorf DMG MORI Electrolux Endress+Hauser Ericsson Fiat Group Automobiles Ford Fujitsu Gamesa GE GEA GGP Gorenje Gunnebo Heidelberg Hella Hilti HP IBM Iveco JLG Jungheinrich KitchenAid Knorr-Bremse John Deere Kone Kone-cranes Kverneland Group Leica Microsystems LEMKEN Lely LindeMaterial Handling Lufthansa Technik Manitou MAN Mettler-Toledo Miele Navistar Nokia Nordex Oerlikon Orbotech Ottobock Pentax Medical Philips Polaris Porsche Rolls Royce Satair Group Scania Sears Sharp Siemens

7 SMS Group Sony Suzuki STILL Te r e x thyssenkrupp Elevator Valmet Vestas Volkswagen Group Volvo W rtsil Whirlpool Europe and many detailed information about our conferences and meetings in recentyears, please visit , where you will find the pro-grams including event speakers and Service Leaders Summit 2018 will take place at Palais HansenKempinski Vienna. This heritage-listed hotel is located right at theViennese Ring Boulevard that circles the city center of the Austriancapital. Built in 1873 as a hotel for visitors coming to the WorldExhibition, government agencies moved in a few years later. Afterhaving undergone extensive renovations, the Palais Hansen wasre-opened in 2013. Mixing old with new elegantly, the hotel sbusiness center offers a perfect setting for presentations, discus-sions and networking during the sessions and breaks.

8 All roomsenjoy natural the end of the first conference day, all delegates are invited todinner to be hosted by Barkawi Management Consultants. OnWeingut Reisenberg, a winery up on the hills around Vienna, thecity lies at your feet. Could there be a better place to unwind andchat with peers over good food and excellent wines?Meeting at Great Locations Hernert Lehmann Kempinski HotelsPricing and Registration The fee for attending the Service Leaders Summit 2018 is 1,190. Euros; ISLA members pay a reducedprice of 970. Euros. Special discounts are offered for academic researchers and students (upon request).To register, please complete the registration form attached to this Organizer ISLA is a network of professionals dedicated to Customer Service and Service Logistics. It was founded in2003, and some 50 corporate members from Europe, Israel, and the United States have joined the asso-ciation now.

9 The list of members includes AGCO, Air France Industries KLM Engineering & Maintenance,Applied Materials, Arvato SCM Solutions, Barkawi Management Consultants, Bobst, CLAAS, Crown, DANX,Gerhard Schubert, Gorenje, Haver & Boecker, Heidelberg, Hellmann, Imperial Logistics International, Jung-heinrich, Katoen Natie, K hne Logistics University, Kramp, KSB, Kverneland Group, Lemken, Linde MaterialHandling, LPR, MAN Diesel & Turbo, MAN Truck & Bus, Manitou, Neovia, Normet, Orbotech, PACCAR PartsEurope, Philip Morris International, Philips Healthcare, PTC, Siemens Healthineers, Syncron, thyssenkruppElevator, time:matters, Toyota Material Handling Europe, TUM School of Management, University ofM nster, Valmet, W rtsil , Worten, and others. For more information, visit or contact hringer rlgasseSchottenringBurgringOpernringBurg -ParkringVordere cartogis0250m500m1kmThe Service Leaders Summit 2018 will take place at the PalaisHansen Kempinski.

10 It is located at Schottenring in the 1. districtof Vienna. The venue can be easily reached by car, taxi or publictransport (U-Bahn Schottenring). A car ride from the ViennaInternational Airport takes approximately half an have made a reservation for a number of rooms at theKempinski itself and at the nearby Hotel Rathauspark (moreinformation see below). Please make your reservation directlyat the hotel of your choice using the booking code ISLA 2018 . In addition, you can find many other hotels at close Hansen Kempinski Vienna195. (Superior Room incl. breakfast)Schottenring 24, 1010 Vienna, +43 1 236 1000 Hotel Rathauspark141. (Classic Room incl. breakfast)Rathausstr. 17, 1010 Vienna, +43 1 40 412-764 ISLA International Service Logistics Association e. V. Baierbrunner Str. 35 81379 Munich GermanyTel: +49 (0)89 74 98 26-960 Fax: +49 (0)89 74 98 26-969 Board: Stephan M rz, Oliver Bendig, Joe DiPietro, Henry van der Schoot and Magne Svendsen Kempinski HotelsRegistrationTo register for the Service Leaders Summit 2018 on May 15th 16th, please complete the form below includ-ing the full billing address.