aftermarket business platform 2014 post event report

October 22nd – 24th 2014, The Grand Hotel Huis ter Duin, The Netherlands

PLUS

2014

Join us on:

#ameurope

Presents

Find out more at www.aftermarketeurope.com@ Aftermarket Europe Group

Twitter: @Prod_Lifecycle

8th Edition

EVENT REPORT

POST

2015 dates &

location re

vealed

pg. 14!

Aftermarket Business Platform 2014 - Post Event Report2

www.aftermarketeurope.com

A note from the editor

Sincerely,

Thomas IgouThe Editor

http://www.linkedin.com/in/thomasigou

https://twitter.com/tomigou

The 8th Aftermarket Business Platform was a melting pot of point of views, gathering 200+ professionals from the manu-facturing industry, consultancy, software vendors, media, and academia all into one place over the course of three days to discuss drivers for growth of the Service Business. This gathering of Service Thought Leaders led to dynamic and stimulating conversations and solutions.

IoT, Internet of Everything, Connectivity, Smart Products… Regardless of its name, there was one topic this year that was on everyone’s lips. The Internet of Things was seen at the event as “something that can open new doors,” and there was a general consensus that IoT is a must as it will change the way companies, and especially manufacturers, do service. It is no coincidence that the highest rated session at the event was held by Dr. Elgar Fleisch, professor at the ETH Zurich, on “why the Internet of Things is all about Service.” (Dr. Fleisch received a 5.6 out of 6 for his presentation). There were many exciting conversations and genuine optimism about the potential that IoT could bring to further developing value added services. However, the biggest concern still remains around how to integrate a functional model that brings business value and concrete ROI. As said during one of the sessions, “whoever owns the data will own the business”; however, the key is to know how to derive value from the data. And what to do with it, on the business side.

If IoT offers advanced technological support on how manufac-turers can improve and differentiate their service offerings, servitization is the methodology which organizations need to adapt to. Professor Tim Baines of the Aston Business School, the recognized guru on the topic, had a shrewd presentation on what it takes to compete through servitization and product-service systems, based on years of research conducted with leading organizations like MAN and Rolls Royce. As he ex-plained, advanced services are about your customer’s success; as such, services need to focus on their capability to achieve that success, and should offer features such as pay-for-use, risk management, long term contracts, and a cost-down commitment. This approach will create a win-win situation benefiting both customers (who will receive better and more customized services) and manufacturers (who will be able to take advantage of service contracts, who are becoming a true revenue generator).

There were many other topics discussed over the course of the three days, either through the presentations, roundtable discussions, workshops, or networking conversations, such as value based pricing, talent management, Big Data, installed base management, augmented reality, scheduling and dis-patching and many more.

In the end, participants agreed that regardless of industry, organizations face similar challenges when trying to change their organization towards a service-centric approach, and such a cross-industry platform is ideal to exchange relevant and groundbreaking ideas without the constraints of revealing information to direct competitors. I look forward to meeting similar and new faces in 2015 and continue the conversation throughout the year.

Call for speakersCheck page 14 for speaker opportunities for the 2015 edition and how to get in touch with me.

Aftermarket in numbers:211 participants44 speakers19 countries represented17 partners

Aftermarket Business Platform 2014 - Post Event Report 3


What did the speakers have to say?“After Market Conference is of extreme highlevel of participants. It is an excellent platform for networking and learn from other fields of industry “ best practice for service initiatives “ . No doubt , I will be there next year again”

- Business Partnership Development Manager, BKS Stromschienen

“Great to be updated on trends in service and benchmark your performance.”

- Global Aftermarket Director, Howden

“Excellent opportunity to see other aspects of aftermarket business outside of my industry.”

- Aftermarket Business Process Manager, Bosch Rexroth

“Interesting presentations and discussions. Excellent opportunities for networking. Good structure with nice balance between presentations, round table discussions and social activities.”

– Senior Manager Concept Development, Valmet

“Very interesting material and excellent presenters - and the organization was very impressive with time for 1 to 1s and focus group discussions, well done!”

– Aftermarket Engineering Leader EMEA, Ingersoll Rand

What did the delegates have to say?“Well organized, loads of relevant content. Good networking opportunities with high diversity of participants.”

– Senior Program Manager Service Innovation, FEI

“My first time at the Aftermarket Seminar. Great! A lot of new contacts, interesting speeches, great location! I will return with pleasure!”

- Internal Service Business Consultancy, Marel

“It was my first visit to the Aftermarket Business platform. I received a lot of eye openers and experienced aha moments. For me this was a very good platform.”

– Head of After Sales Business Area Machines, Ammann Group

“The topics of the Aftermarket Conference were exactly the ones we are addressing in our company.”

– Global Business Development Director Aftermarket, PAC

“Excellent high quality presentations and outstanding event organisation.”

– Marketing Manager Global Aftermarket, Howden Groups

What did the partners have to say?“The event is one of the best events that brings together academics, industrialists and technologists to discuss the future of After Market. For my organization and myself personally there are some very good take-aways.”

– Business Director, Hexaware Technologies

“The best event out there for Service Professionals.”

– Sales Lead UK/Benelux, PTC

“This is the place to meet and exchange insights and experiences with peers on developing your service business. Relevant and up to date presentations from leading companies.”

– Partner, Noventum Service Management

“The event was a melting pot of point of views from different geographies in Europe.”

- Chief Marketing Officer and Head of Partner Business, Entercoms

“Great conference, lots of valuable information to collect”

– Service & Aftersales Solutions Director, Dassault Systemes

Testimonials from Aftermarket

We have had excellent speakers with in-teresting insights on how the world of af-termarket and services is evolving and will evolve in the next years as opportunities arise from goods connectivity. We have had the opportunity to learn from best practices from different sectors and the possibility to have individual discussions. The organization stroke the right balance between the professional presentations and a friendly atmosphere to enjoy while sharing interesting conversations, includ-ing a great opera singer! The location was a good choice for its proximity to Schiphol and the opportunity to relax looking at the sea.

It has been interesting to see how the Total Cost of Ownership is applied as a tool to move from selling ‘boxes’ to sell-ing value throughout the lifetime of the equipment, highlighting the concepts and stakeholders that need to be involved in the agreement with the customer.



Stories from Aftermarket

Another key takeaway is the importance of having a robust strategy for gather-ing the key data about the equipment sold and assuring it is centralized. This is paramount to be able to provide services to the customers and customize them to their needs. And finally the ERP systems integration from manufacturer to the different aftermarket channels to assure that we monitor availability as how the end customer sees it. Some of the presen-tations also insisted on the importance of creating the right KPIs to drive the life-cycle management of the product, which interesting examples on how strategy can fail if the KPIs are not aligned.

From my side it has been a pleasure to share what Ingersoll Rand and Thermo King is doing to engage more with cus-tomers during the lifetime of the equip-ment – by supporting our Thermo King Dealer network in offering solutions for

different applications. We are convinced that service contracts is the most efficient way to drive the relationship and please the customer as we create a ‘win-win’ culture, rather than the break-fix model that would be more a ‘win-lose’. We are in the direction of integrating our telematics and fleet monitoring solutions with the contracts so that customers can achieve the value of optimizing their assets and reducing their operating costs. From a more personal perspective, in aftermarket engineering we engage by providing the technical deliverables and the project management that the different programs require.

It has been by all means an inspiring and exciting conference; I would highly recom-mend it to colleagues and discourage competitors from joining it!

- Oscar Sanz de Acedo

Oscar Sanz de Acedo, Aftermarket Engineering Leader EMEA, Thermo King - Ingersoll Rand

What I learned



Stories from Aftermarket

Taking part at the Aftermarket Business Platform in Amsterdam was a remarkable milestone for the year. There are a lot of Service Concepts and Processes, Mainte-nance Models, Databases and online tools written. The difference at the conference was that there was a possibility silently and actively to benchmark “best practice “and share experiences with industry. It gets more and more visible that Service is not Industry specific when it comes to processes and tools, it is more about “how to implement it in my own organisation”. This conference was populated with a great profile of people. Field experienced manag-ers mixed with Executive Management Knowledge and some critical observers created a valuable audience for the event

The 15 minutes meetings in the afternoon with personal selected participants were extremely useful. Business leads could be developed and now followed up in structured steps. But this was only one element of the event which paid off the participation.

When asking one participant why he turned up, his story was impressive to me. He was from Alstom and he shared his decision to join with me based on the following facts: a marketing lady called him, but it was not convenient to talk- So he asked for a call the next morning at 7.00 am when he would drive to work. Mean-while he checked in the office, if someone else got a call. Indeed, the marketing lady called the entire service team of him. What a great job, she did her homework without being demanding. The following morning she called the manager again, sharp at 7.00am. Hence, she listened and kept her commitment. And now the manager felt convinced that attending the event would be a wise decision. Great compliment to the organisation committee.

The warming up session on the first evening with Malcolm Larri, from “brave “confirmed again that we as managers cannot be often enough reminded how

important it is that working together in a team is a process with clear roles and responsibilities and that team members have to be carefully selected case by case so that the outcome will be productive and sustainable. Let me share my experience of the Spaghetti Tower Building on the first evening. It looked not only to me, but also the others like “ahh one of the games which we have done many time and we know what to do”. Good, we had fun, we did not fight, but the “little boys’ desire of building a tower started”. No conversation about strategy and planning, straight to the implementation phase. – Some frustration at the end, as the Spaghetti tower was tall, but not stable. The reflection of Malcolm of the fact that you need leader, analyst, plan-ner and implementers in team got proven again. His conclusion with giving people hats with their temporary roles could change output and behaviour was a mes-sage which maintains as a reflection for the day to day life in the future. It was surely an interesting icebreaker for the event.

However, we should not forget a second element of differentiation at the After Market Conference, the Opera Singer. Yes, you would expect such a voice to come up in the evening entertainment program, but to give him the first debut just after lunch before the roundtable meetings. It created a highlight and set a mood of im-portance of After Market. Service is power in business and industry. I liked this way of creating attention of the audience.

As the location was suiting the networking concept of the event, there was always sufficient space for even on the spot organised breakout sessions.

When speaking with a participant from ABB , it was great to see that he picked up a lead in an area which you would not expect in the first instance at this confer-ence, the dairy business, namely selling robots and servicing robots for milking. What a great sample of developing new leads. And this just because “both com-

panies did not know each other’s product portfolios” and possible synergies.

I myself made a great contact with Thom-as Radau, Head of Business Team Service, Deutz AG. Talking to him about the KPIs set up with the dealers, but also for the market was a good reflection topic. And again here a trend was visible, that service KPIs are not industry specific, but process and outcome related. However, if the KPIs are not well set and measured, the growth program is limited. Additionally, I liked the elements of customer satisfaction and the necessary measures taken in service to turn the comments to growth elements.

However, there had been also various occa-sions where I was approached for consulting advice. I felt proud and good at this moment. As this event is not about “how good we are“, but how we can support others to achieve similar success or more. But this requires also the hard step of asking a ques-tion. And I like the conconcept of “Just ask “without asking there is no chance to learn and improve. There is no stupid question at any time, there is only an inappropriate way of the receiver to respond to it. More ques-tions, are more opportunities to learn.

Would I attend the conference again - Straight forward answer is YES. The con-cept is well designed. The audience is of good quality and many repeat participants. It is a good combination of mega compa-nies and midsize companies touched up with some entrepreneurs. The presence is global, but core of the participants is from Europe. Well marketed and presented event. Also, what was nice to see a good balance of diversity in gender at the event.

- Regina Roos

Regina Roos, Business Partnership Development, BKS Stromschienen AG

Glimpses of a 3-day conference



Speakers from Aftermarket

Howard Heppelmann, Divisional Vice President and General Manager, SLM Segment, PTC

Ruben Coetsier, Head of Business Line Aftermarket Logistics, Katoen Natie

Per Stjernqvist, Managing Director, Volvo Construction Equipment

Regina Roos, Business Partnership Development, BKS Stromschienen AG

Timo Okkonen, Chief Commercial Officer, Inspecta Group

Padmakumar (EPK), Global Director – Vertical Solutions Manufacturing, HCL

Tim Faulkner, VP Sales Continental Europe, ClickSoftware

Hilbrand Rustema, Managing Director, Noventum Service Management

Kraft Schumann, Founding Member & Chairman, ISLA

Thomas Radau, Head of Business Team Service, Deutz AG

Alexandre Marrot, Customer Service Director Business Solutions, Xerox Public Transport

Frank Bunge, Global After Sales Service Director, Leica Microsystems

Timo Okkonen, Vice President Aftermarket Services, Vacon

Antony Bourne, Global Industry Director Manufacturing, IFS

Tony Abouzolof, Co-Founder & Global Sales, Syncron

Markus Kellermann, Product & Price Management, MAN Trucks & Bus

Maarten Wijnheijmer, Global Aftermarket Director, Howden Compressors Division

Måns Isacsson, Service Development Manager Nordic, SKF

Robbert Kreber, Head of Aftersales Europe, LiuGong Machinery Europe

Ivo Ruckstuhl, Head of Mobile Solutions, Coresystems

Anthony Dennehy, Senior Director Strategic Supply Chain, Entercoms Inc.

Gopalakrishnan V K (Gopal), Chief Marketing Officer & Head of Partner Business, Entercoms Inc.

Kris Oldland, Editor, Field Service News Daniel Petersson, Head of Navetti North America, Navetti

FIELDSERVICENEWS



Speakers from Aftermarket

Thilo Kerner, Director EMEA LoB Customer, SAP

Tim Baines, Professor, Aston Business School

Karl Geffken, Director of Marketing, Medtronic Global Services

Juha Ojala, Senior Manager, Concept Development, Valmet

Stefan Hatt, Group Vice President - Global Head of Service, ABB Power Systems

Johan Östlin, Pricing Consultancy Manager, Syncron

Louis-Dominique Bouclier, Head of Airbus FHS Pool Management, Airbus

Wojtek Bulatowicz, Senior Manager of Services & Solutions, Welch Allyn

Alexandre Figuiere, Business Development Manager EXALEAD, Dassault Systemes

Denis Bouteille, Group Service Director, FIVES

Oscar Sanz de Acedo, Aftermarket Engineering Leader EMEA, Thermo King - Ingersoll Rand

Koen D’Haeyer, Senior Manager Technical Service Support & Service Development, Lely

Louis Marquis-Sébie, Pool Management Special Projects Leader, Airbus

Mirko Brinker, Sales Account Executive, PROSSimon Fritsch, Head of Global Aftermarket Sales & Service, EagleBurgmann

Heikki Lummaa –Strategic Consultant, PROS EMEA

Simon Mackenzie, Strategic Development, CHEP

Rory Moore, B.Tech, MBA, Aftermarket Business Process Manager, Bosch Rexroth

Prof. Dr. Elgar Fleisch, ETH Zurich Rohan Richards, Director of Business Innovation & Principal Consultant, Ericsson

Would you like to be involved in the 9th Aftermarket Business Platform? Copperberg is looking for dynamic and committed service professionals to join the speaker panel for the 2015 edition.

Check page 14 for more info



3DEXPERIENCE Universes for Sustainable Innovation Dassault Systèmes, the 3DEXPERIENCE Company, provides business and people with virtual universes to imagine sustainable innovations. Its world-leading

3D design software, 3D Digital Mock-Up and Product Lifecycle Management (PLM) solutions transform the way products are designed, produced, and supported. Dassault Systèmes’ collaborative solutions foster social innova-tion, expanding possibilities for the virtual world to improve the real world. The group brings value to over 150,000 customers of all sizes, in all industries around the globe.

To learn more, visit www.3ds.com

Syncron maximizes aftermarket pricing and supply chain performance, easily. Our groundbreaking software applications, leverage existing IT infrastructure, are

rapidly implemented and at lower cost than other solutions. Within six to twelve months, it yields performance improvements of 3 %– 6% in increased profitability and 20%–40% reduction of capital tied-up in inventory as well as improved customer retention and satisfaction. Syncron software solu-tions are delivered as SaaS residing in the cloud as well as hosted solutions and perpetual licenses. To stay ahead, many world-leading companies have chosen Syncron: Alfa Laval, Atlas Copco, Deutsche Bahn, Eaton Aerospace , Ford, GE Aviation, Hitachi, Konecranes, Mazda, Metso, Renault Trucks, Toyota and Volvo.

To learn more, visit www.syncron.com

Noventum is the only globally operating management consulting firm specialising in strategic service management. Our mission is to use our expertise

in this area to unlock the unlimited potential of Service Business in organisations. We help companies develop strategies for profitable and sustainable service-driven growth. Using these strategies, we then help with their design and implementation through our Service Transformation Programs. With over 200 successful projects and several Fortune 500 clients in our portfolio, Noventum has what it takes to galvanise your Service Business.

To learn more, visit www.noventum.eu

HCL Technologies is a leading global IT services company working with clients in the areas that impact

and redefine the core of their businesses. Since its emergence on global landscape after its IPO in 1999, HCL has focused on ‘transformational out-sourcing’, underlined by innovation and value creation, offering an integrated portfolio of services including software-led IT solutions, Application Managed Services, ERP led transformation, Supply Chain, aftermarket solutions, business services, remote infrastructure management, engineering and R&D services. HCL leverages its extensive global development centers across 31 countries and its ITAR compliant facilities to provide holistic, multi-service delivery in key industry verticals including High Tech, Automotive, Aerospace and Defense, Chemical, Pulp & Paper and Industrial Manufacturing. HCL takes pride in its philosophy of ‘Employees First, Customers Second’ which empowers its 90,190 transformers that spread across High Tech and Manu-facturing, Consumer Services, Public Services, Healthcare and Life sciences and Financial Services to create real value for the customers. HCL Technologies, along with its subsidiaries, had consolidated revenues of US$ 5.2 billion, as on 31st March 2014 (on LTM basis).

To learn more, visit www.hcltech.com/manufacturing/servsmart

Around the globe, aftermarket service providers using IFS Applications™ are running their businesses more smoothly and efficiently because they get complete visibility and control throughout their operations. An end-to-end solution, IFS Applications™ supports field service and depot repairs with solutions for service contract management, mobility,

scheduling, repairs and logistics—in several countries at the same time if required. Moreover, it is documented easy to use and learn, with lower training costs and increased productivity as a result. And because it is component-based, IFS Applications™ sits neatly alongside whatever legacy systems companies are using to support their manufacturing, financials or other business processes. IFS is a public company founded in 1983 that develops, supplies, and implements IFS Applications™, a component-based extended ERP suite built on SOA technology. IFS focuses on industries where any of four core processes are strategic: Service & asset management, manufacturing, supply chain and projects. The company has 2,000 customers and is present in approximately 60 countries with 2,800 employees in total.

To learn more, visit www.ifsworld.com

PTC (Nasdaq: PTC) delivers technology solutions that transform the way you create, operate and service products for a smart, connected world. PTC’s Service Lifecycle Management system of best-in-class solutions connects

people, products, processes and service to the enterprise (ERP, CRM and PLM) to optimize services outcomes. PTC empowers companies to transform themselves into strategic service organizations that increase customer value, profitability and revenue.

To learn more, please visit www.ptc.com/go/service

PROS Holdings, Inc. (NYSE: PRO) is a big data software company that helps customers outperform in their markets by using big data to sell more effectively. We understand

the complexities aftermarket companies face. PROS service parts industry solution provides powerful part and dealer insights that give sales teams the knowledge and confidence they need to win business more profitably. From millions of customers, transactions or SKUs, PROS can handle the volume of data that is commonplace in the aftermarket parts industry. We apply 29 years of data science experience to unlock buying patterns and preferences to reveal which opportunities are most likely to close, which offers are most likely to sell and which prices are most likely to win. PROS has completed more than 700 implementations of its solutions in more than 55 countries, across a vast spectrum of vertical industries including automotive, chemi-cals, building products, industrial, manufacturing, medical, petroleum, and travel. Our aftermarket customers include leading companies such as TRW, The Gates Corporation, Navistar and O’Reilly.

To learn more, visit www.pros.com

ServiceMax is the leading field service management solution for a new era of mobile business. We opti-

mize end-to-end field service operations including: workforce optimization, advanced scheduling and dispatch, parts logistics, inventory & depot repair, installed base entitlements, and social collaboration to ensure customers of all sizes – such as Coca-Cola Enterprises, Tyco, and McKinley Equipment – deliver flawless field service. But don’t just take our word for it, in a recent customer survey, average ServiceMax customer increased productivity due to mobile by 24%, revenue by 22%, and customer satisfaction by 15%. Built 100% native on the Salesforce1 platform, our software runs in the cloud on any mobile device and connects field technicians, companies and custom-ers to provide a simple, yet powerful way to help companies perfect service delivery, drive revenue and growth, and delight customers.

To learn more, visit www.servicemax.com.

coresystems is an award-winning cloud-based mobile business solutions company.

The company builds innovative platforms, tools and applications that enable small, medium and large companies to effectively manage their business processes and better serve their customers. Over 100,000 users throughout the world in a range of industries use coresystems’ apps to quickly navigate, capture, record and report on highly complex business processes. In addi-tion, coresystems has a team of qualified consultants to guide complex ERP projects to find solutions that best fit customer needs. Headquartered in Windisch, Switzerland, coresystems was founded in 2002 and currently has several offices around the world, including London, New York, Sao Paolo and Shanghai.

For more information see www.coresystems.ch

SAP offers a differentiated solution that enhance customer satisfaction, increase service revenue, and improve efficiency of customer service operations. Unlike other customer service solutions that only provide a siloed view of the customer and

require significant integration for executing the complete customer data and service process, the SAP solution is designed out-of-the-box to provide your customer service and field service agents all the right knowledge, resources, tools and insight to surpass customer expectations every time through appropriate channels of interaction. With the SAP solution and insights (gained from it), you can deliver the right service level to the right customer, thereby maximising your return on investment. A delighted customer is also an attractive customer for selling additional products and services. The SAP solution makes it very easy for companies to bundle together relevant products, services and prices and make smart recommendations in real-time to increase service revenues and profit-ability. Find out how SAP is helping companies achieve a customer experience advantage through Service Excellence at: http://www.sap.com/lines-of-business/customer-service/index.epxTo learn more, visit www.sap.com

Thanks to our - Partners



ClickSoftware is the leading provider of mobile work-force management and service optimisation solutions, supporting over half a million field resources globally,

across several industries. It creates value for service companies by increasing productivity and customer satisfaction and reducing operational costs. Customers include: Portugal Telecom, Bell Canada, Anglian Water, Xerox, Bosch and Ricoh. ClickSoftware’s end-to-end workforce management solutions range from demand forecasting and planning, optimised shift planning (rostering) and scheduling, to mobility and business intelligence.

To learn more, visit: www.clicksoftware.com

Thanks to our - Partners

Media Partners 2014

One of the most important factors to achieve a maxi-mized profitable business is to combine a well proven methodology supported by a software tool covering all aspects of the pricing process. It is crucial that the

pricing solution is tightly integrated with other core IT-systems like ERP, Data warehouse, PDM and other systems. With the support from our consultants’ expertise and experience, and in close cooperation with our customers’ business and IT groups, Navetti has a proven methodology for a fast and cost-effective pricing implementation. Navetti is present in Sweden, USA, Germany, Belgium and Finland.

Navetti works in three main areas:

• MarketManagement:Secureoptimalprofitabilityonagloballevelwith local list prices• PriceManagement:Valueandmarketbasedpricing• NavettiPricePoint™:Thesoftwaresolutionthatdeliversasustainable pricing processTo learn more, visit www.navetti.com

Entercoms drives real-world results in aftermarket operations, all day, every day. Market-leading clients engage us for our unrivaled expertise in designing and managing increasingly complex aftermarket supply chains and service operations. As knowledgeable partners and strategic allies for global

operations leaders, our time-tested tools, human intelligence and actionable operating analytics improve both customer experience and the bottom line – without one jeopardizing the other. We embed analytics into our customers’ processes to greatly increase their ability to make sense of all the data in their service supply chain, providing an “outlook into the future.” The result is significant improvements in supply chain structure and inventory & asset utilization. Entercoms is the fastest way to bridge the gap between changing business needs and continued gaps in supply chain systems, processes and skills. The Collaborative Service Model provides unprecedented visibility, control and intelligence into the service supply chain. Established in 2008, Dallas-based Entercoms is an operations and analytics company powering af-termarket supply chains. Approximately 400 professionals, speaking more than 14 languages, apply decision sciences, predictive analytics and broad industry expertise in collaboration with customers to execute a customized strategy to fulfill business objectives. With additional locations in Denver, Colorado; Campbell, California; Pune, India and Cork, Ireland; Entercoms manages more than 750,000 parts, providing comprehensive coverage to customers worldwide.

To learn more, visit: www.entercoms.com

CHEP is the global leader in reusable packaging solutions, managing over 400m fast moving assets across global supply chains. We partner with customers to find solutions

to their most challenging problems in reusable packaging logistics and to deliver savings in end to end supply chain costs. Our Automotive and Industrial division has long term partnerships with four of the ten largest car manufacturers; nine of the top fifteen tier one suppliers; plus a number of white goods and agricultural equipment OEMs. We operate throughout the global supply chain from raw materials through to OEM and aftermarket. CHEP is part of Brambles Limited, headquartered in Sydney, Australia.

For more information, visit www.chep.com/automotive

Astea International (NASDAQ: ATEA) is a global provider of end-to-end service management software solutions that offer all the cornerstones of service lifecycle management, including customer management, service management, asset management,

forward and reverse logistics management, and mobile workforce management and optimization. Astea’s solutions link processes, people, parts, and data to empower companies and provide the agility they need to achieve sustainable value in less time, and successfully compete in a global economy. Whether on-premise or in the cloud, Astea delivers powerful field service management solutions that fit your distinct requirements and address the complete service lifecycle. Since 1979, Astea has been helping more than 600 companies drive even higher levels of customer satisfaction with faster response times and proactive communication, creating a seamless, consistent and highly personalized experience at every customer relationship touch point. Astea has licensed applications to companies, around the world, in a wide range of sectors including Medical Device & Diagnostic Equipment; IT/High Tech Equipment; Imaging/Copiers/Office Equipment; Industrial Equipment; Scientific & Technical Instruments; HVAC; Process Controls & Instrumentation; Construction; Point of Sale Equipment; Telecommunications; Food Service Equipment; Fire & Security; Professional/IT Services; Property/Facilities Management Services; and Gaming/Leisure Equipment.

To learn more visit: www.astea.com

Katoen Natie can be your single-source aftermarket solution to provide the supply chain support according to your needs. We are present in 34 different countries. We offer our customers different solutions, customized when required. Due to our long experience in different market

segments, we can offer best-in-class services. The services Katoen Natie offers are adapted to the customer and current market needs. We avoid working with a “standardized solutions package”. Katoen Natie understands different business models and uses its competence to offer the best fit for its customers. The solutions of Katoen Natie enable considerable upgrades and savings for their customers’ supply chain. Katoen Natie is active in the fol-lowing key sectors: Consumer electronics, Industrial goods and Equipment, Automotive and Packaging, Health- and Personal care, E-commerce and Aftermarket logistics. We work out the best fit for your aftermarket, which gives you a competitive edge, by providing a tailor made solution.

To learn more, visit www.katoennatie.com

Hexaware is a global provider of IT, BPO and consulting services, working round the clock across the globe in delivering meaningful technology solutions to our customers. Since its inception in 1990, the Company has been providing cutting

edge solutions to small, large & fortune 500 companies across the globe across various industries such as Banking, Financial Services, Insurance, Travel, Transportation, Logistics, Life Sciences, Healthcare and Manufacturing. Our experience in the business process outsourcing arena fully complements and strengthens our service spectrum and allows us to operate as an enterprise-class solution delivery company. Our solutions aim to provide high value by optimising cost of ownership of technology investments for customers. Our commitment is to provide solutions that translate into tangible business outcomes for our customers. Our ‘partner-in-business’ approach generates high business value for customers and rich dividends to Hexaware in the form of a continual stream of repeat business.

To learn more, visit www.hexaware.com

FIELDSERVICENEWS

ABB VP - Global Head of ServiceABB Regional Product Group Manager and Business Development ManagerABB Vice President ServiceABB Ltd Marketing & Sales Manager ServiceABB OY Country Service ManagerAbbott Vascular Country Manager AustriaACMAVOLPAK After Sales DirectorAgfa Graphics NV Innovation & Global Services Software ManagerAirbus Head of Airbus FHS Pool ManagementAirbus Pool Management Special Projects LeaderAirbus Defence and Space Senior Manager Military Aircraft StrategyAirbus Group Vice President Strategy and Enterprise InitiativesAlfa Laval Aalborg A/S Department ManagerAlstom Grid Vice President Alstom Grid ServiceAmmann Schweiz AG Head of After Sales Business Area MachinesAndritz DirectorAndritz Feed & Biofuel A/S Service ManagerAstea Business Development Executive EMEAAstea EMEA Technical Services ManagerAston Business School ProfessorAvure Technologies AB Manager Contract ExecutionAvure Technologies AB Field Service ManagerAvure Technologies AB Logistics and Spare Parts ManagerAvure Technologies Group US Operations Manager - In-Service SupportAxis Communications AB Service ManagerAxis Communications AB Service ManagerBKS stromschienen AG Business-Partnership-DevelopmentBosch Rexroth Business Process Development ManagerBosch Rexroth Senior Manager Global Service Sales MEBoston Scientific Medizintechnik GmbH Regional ManagerCarraro Drive Tech Sales & Business Development ManagerCaterpillar Propulsion Production AB Aftersales Manager EU & AmericaCaterpillar Propulsion Production AB Service ManagerCHEP Strategic Development ManagerCHEP Customer Solutions ManagerCHEP Senior Manager Marketing and SolutionsCibes Lift AB After Sales ManagerClickSoftware Inside Sales SpecialistClickSoftware Account ExecutiveClickSoftware Marketing Programs Manager EMEACNH Industrial Business IntelligenceCNH Industrial Brand Marketing and EMEA Product marketing DirectorCOESIA S.p.A. Market Development Senior Manager Consumer Goods Machinery Consilium Marine & Saftey AB After Sales ManagerCoresystems AG Head of Mobile Solutions / Executive BoardCoresystems AG Director of SalesCSi industries B.V. Team Leader Frontoffice & Development CSi Lifecycle ServicesDanieli Centro Tube Vice President Customer ServiceDassault Systèmes Solution Experience DirectorDassault Systèmes Senior User Experience DesignerDassault Systèmes Business Planning AnalystDENSO EUROPE B.V. Manager Aftermarket Export Sales & Customer ServiceDeutz AG Head of Business Team Service

Donaldson Europe BVBA Marketing and Business Strategies ManagerEagleBurgmann Germany Gmbh Head of Global Aftermarket Sales & ServiceEmbraer Aviation International Material & Logistics Manager – Embraer Executive JetsEntercoms Senior Director Strategic Supply ChainEntercoms Supply Chain ArchitecEntercoms Chief Marketing Officer & Head of Partner Business Entercoms Global Operations Ltd EMEA Business Development DirectorEricsson Principal ConsultantETH Zurich ProfessorEvoBus GmbH Head of productmanagement and pricingFastems Oy Vice President, Lifecycle ServicesFEI Service Innovation ArchitectFEI Senior Director Global ServicesField Service News Publisher. Field Service NewsFives Service DirectorFives Group Service Marketing DirectorFlowserve (Austria) GmbH Director Parts Operation EMEAGDM SPA After Sales ManagerHaarslev Industries A/S Vice President – After Sales & ServiceHapa AG Aftermarket Key Account ManagerHCL Netherlands B.V AVP-MFG-Industry SolutionsHCL Netherlands B.V Global Manufacturing Marketing HeadHCL Netherlands B.V Business Development Manager - Manufacturing SectorHCL Netherlands B.V Senior Sales DirectorHCL Netherlands B.V Senior Marketing ExecutiveHexaware Associate VPHexaware Business Director - Manufacturing EuropeHiab Vice President Services ProductsHiab Director Product managementHowden Global Aftermarket DirectorHowden Heavy Fans&Heaters Division, Marketing Mananger Global Aftermarket, Fans and HeatersHowden Power Spain EMEA Aftermarket Sales ManagerHowden Power Spain Director Global AftermarketHowden Thomassen Compressors Manager HTS NetherlandsHP LF Design Services Business ManagerHusky IMS S.A. Business Manager Aftermarket ServicesHusky IMS S.A. Global Engineering Manager Aftermarket ServicesIFS Alliance ManagerIFS Global Industry Sales DirectorIFS Key Account ManagerIFS Senior AdvisorIFS Senior AdvisorIlapak Aftermarket ManagerIlapak International SA Customer Service ManagerIMI CCI Senior Regional Sales Manager Follow-On, EMEAIngersoll Rand Aftermarket Engineering LeaderIngersoll Rand Manager Core PartsIngersoll Rand Aftermarket Product ManagerInspecta Chief Commercial OfficerIshida Europe Ltd General Manager – Aftersales EMEAIshida Europe Ltd Business Manager EMEA – Multihead WeighersISLA ChairmanKatoen Natie Aftermarket Manager



Participants from Aftermarket

Knorr Bremse CVS Vice President AftermarketKnorr Bremse CVS Aftermarket Strategy ManagerKone IT DirectorKonecranes UK Ltd Country DirectorKrohne Service ManagerLaerdal Médical EMA Operations and Services DirectorLaerdal Médical Ragional Manager Technical ServicesLeica Microsystems Global After Sales Service DirectorLely International N.V Business Segment LeaderLely international N.V. Senior Manager Technical Service SupportLiebherr-Aerospace Lindenberg GmbH Project CoordinatorLiuGong Machinery Europe Aftersales Director EMEAMAN Truck & Bus AG Head of Product & Price Management MAN Genuine PartsMAN Truck & Bus AG Senior Manager Product Management Parts & CommoditiesMAQUET Holding B.V. & Co. KG., resident Global AftermarketMAQUET Holding B.V. & Co.KG VP Business Management AftermarketMarel Service DirectorMarel Service Director - Innova SoftwareMarel Service Director Sales & Service Units Intl.Marel Stork Poultry Processing B.V. Manager Strutural Department ServiceMarel Townsend Further Processing B.V. Internal Service Bussiness ConsultancyMedtronic Director MarketingMetso Automation Director Services DevelopmentMetso Automation Inc. Manager, Services Execution & SupportMettler-Toledo International Inc. Global Service Marketing ManagerMettler-Toledo International Inc., usiness DeveloperMHI Vestas Offshore A/S After Sales ManagerMHI Vestas Offshore A/S Spare Parts Project CoordinatorMoog Italiana srl Global Marketing DirectorMoog Italiana srl Field Service Manager EMEAMoog Italiana srl Business Development Director - Industrial ServicesMoog Italiana srl Sales Manager Europe - Industrial ServicesNavetti Senior Vice PresidentNavetti Head of Navetti North AmericaNavetti VP Marketing & Human ResourcesNibe Energy Systems Manager After Sales ServiceNorgren Limited Global Sales Effectiveness ManagerNorgren Limited Business Development ManagerNoventum Managing DirectorNoventum PartnerNoventum ConsultantNoventum ConsultantNumafa Cleaning & Automation Sales Manager ServiceOutotec, Vice President Operation & MaintenanceOutotec (Finland) Oy VP Services, Region EMEAPAC L.P VP Service and AftermarketPAC L.P Global Business Development Director AftermarketPAC L.P Director of Service and AftermarketPAC L.P Regional Aftermarket and Service Director (Asia)PROS Inc. TBAPROS Inc. Strategic ConsultantPROS Inc. Sales Account ExecutivePTC Marketing

PTC SAM Service Lifecycle ManagementPTC Service Sales RepresentativePTC ThingWorx Sales RepresentativePTC Senior Director, SLM MarketPTC Divisional VP and GMPTC Principal Technical Sales SpecialistPTC PTC IoT StrategyPTC Parametric Technology Italia S.r.l., SLM Account ManagerSandvik Mining and Construction Vice President Customer ServicesSAP Senior Director Business Development EMEASAP VP Cloud for ServiceScania Director Business Development and PresalesServiceMax Enterprise Account Executive Nordics & BeneluxServiceMax Business Development ManagerServiceMax Sr. Pre-Sales ConsultantServiceMax Marketing Communication Specialist EMEASiemens Schweiz AG Sales Engineer Customer ServicesSKF Service Development Manager Nordic RegionSKF Polska SA Global Manager, Certified ProgramsSPP Pumps Ltd ESD Business Development ManagerSPX Flow Food & Beverage Vice President, Global Food & Beverage Aftermarket SalesStoneridge Business Unit ManagerSyncron Director Sales DACHSyncron Director Sales NordicsSyncron Pricing Consultancy ManagerSyncron MD & Co-Founder SyncronTeleplan BV Global Director Human ResourcesTenova After Sales ManagerTenova Metals Division, Customer Service ManagerThyssenKrupp Resource Technologies Sales Manager, CF Global ServiceTurbomach SA Area Sales ManagerVacon Vice President Aftermarket ServicesValmet Senior Manager, Concept Development ServiceVarian Medical Systems Senior Director, W.W Customer SupportVarian Medical Systems Territory Service ManagerWelch Allyn Service & Solutions DirectorWelch Allyn BV Manager Field Service EMEVoith Paper GmbH & Co. KG Director Product Management ServiceVoith Turbo GmbH & Co. KG Vice President Application DevelopmentVolvo CE Managing Director DenmarkVolvo Group Director Aftermarket Design SupportVolvo Group Director Services Offering PlanningVolvo Penta Global Aftermarket Logistics DirectorVolvo Penta Strategy Business Development ManagerVolvo Penta Director AfterMarket Sales & Customer SupportVolvo Penta Aftermarket Development ManagerVolvo Penta Dealer Business ManagerVossloh Rail Vehicules Head of After Sales & ServicesXerox Customer Services DirectorXMReality Sales ManagerXylem Services GmbH Aftermarket and Service ManagerYanmar Europe Customer Service ManagerZimmer Inc Director Hospital Services & Solutions EMEAZimmer Netherlands B.V. Marketing Manager



Participants from Aftermarket



Delegate Profile The Aftermarket Business Platform is the largest gathering of senior level service professionals in Europe, and the 8th edition had a more cross-industry and cross-regional feel than ever before.

Industrial Equipment was the most represented industry with 24%, followed by Power & Automation (14%) and Others (14%, representing Pulp & Paper, Chemicals, Academia…). There was also a big surge from Healthcare (10%) compared to previous years, and strong presence from food processing and electronics (8% each).

For the first time taking place outside of the Nordics, the event was well represented by different regions of Europe. The Nordics were the most represented among participants (21%), closely followed by Benelux (19%). There were also strong participations from Germany and Others (US, Austria, Spain, India) with 13% each, and continued growth from France and Italy (8% and 7%, respectively).

Delegate Profile

The Aftermarket Business Platform is the largest gathering of senior level service professionals in Europe, and the 8th edition had a more crossindustry and crossregional feel than ever before. Industrial Equipment was the most represented industry with 24%, followed by Power & Automation (14%) and Others (14%, representing Pulp & Paper, Chemicals, Academia…). There was also a big surge from Healthcare (10%) compared to previous years, and strong presence from food processing and electronics (8% each). For the first time taking place outside of the Nordics, the event was well represented by different regions of Europe. The Nordics were the most represented among participants (21%), closely followed by Benelux (19%). There were also strong participations from Germany and Others (US, Austria, Spain, India) with 13% each, and continued growth from France and Italy (8% and 7%, respectively). LIST OF SPEAKERS LIST OF PARTNERS UPCOMING EVENTS IN 2015 1st Annual Enterprise Digital Transformation 2015 September, 2015, Stockholm, Sweden

Video Recorded Sessions: Creating, Calculating, Communicating your value in the Aftermarket so that you can profit from Value Created

- SKF

How to create a Service Strategy for profitable growth

- Howden Compressors Division

Case Study: How Airbus leveraged Flight Hour Services to boost competitiveness

- Airbus

Made to Serve: how manufacturers can compete through servitization and product-service systems

- Aston Business School

Corporate Performance Management

- IFS

Relive the ConferenceWere you not able to attend the Aftermarket Business Platform this October? Want to see what you missed before making your decision to join us next year? Then get the Video & Presentation Pack, which includes:

The Video and Presentation Pack can be purchased for 490€ here:

http://www.aftermarketeurope.com/presentation-pack

Servitization Q&A Panel

Strategies for the deployment of remote services with proactive breakdown avoidance and value added services

- Leica Microsystems

Leveraging consumer insight to enable IoT service growth

- Ericsson

eServices: the new era of Customer Support

- Dassault Systemes

From Reactive to Proactive service planning

- Volvo Construction Equipment

Smart Services Q&A

Presentations from: ABB, Vacon, Deutz, Syncron, MAN Truck & Bus, SAP, Ingersoll Rand, Click Software, Medtronic, Xerox, Lely, BKS Stromschienen, Inspecta, PROS, Welch Allyn, Kone, Navetti, Outotec, Entercoms, ETH Zurich, HCL, Valmet, Bosch Rexroth

You can also watch more about Aftermarket and Copperberg:

http://www.aftermarketeurope.com/media/videos/

Industry breakdown Geographical breakdown



As Senior Business Advisor Åsa has been part of our Aftermarket team from the very beginning. She has developed our partnership program and her expertise allows her to tailor make your individual business suit to fit your specific business objectives, this to ensure optimal business value for the partners and unforgettable events to the audience.

9th Aftermarket Business PlatformAs the leading forum in Europe, Aftermarket Business Platform gather global manufacturing organizations each year to discuss the most business critical aftermarket sales and service performance issues, and find new ways to take this industry forward.

Benefits of securing your 2015 partnership now:

1Secure your preferred features

2 Influence the content

3Freeze investment level

4Support early production process

5Benefit from extended marketing campaigns

6 Be among the first to utilize our newest lead generation tools

Confirmed Partners for 2015

We tailor make your individual business suit to fit your specific business objectives

Åsa Karphammar

Senior Business Advisor

Phone: +46 8 120 505 53

E-mail: [email protected]

Partner with Us in 2015



2015 - Edition

October 21st – 23rd 2015, The Netherlands

2015#ameurope

9th Edition

TopicsKeynotes - Strategies for Growth; Change Management; Retaining and Developing Service People

Tracks - Spare Parts, Pricing, Smart Services, Risk Management, Con-nected Products, Service Innovation, Change Management, Competence Development

FeaturesKeynote Speaker - Reserved for C-Level - Take center stage in front of a packed crowd and present a visionary session of your company’s success, and your expert vision on the future of the industry

Track Session - Open to all - In a more focused environment, present a case study on a success story, experi-ence learned from failed experiments, or a vision for a project implementa-tion.

Roundtable Moderator - Reserved for charismatic leaders - In an infor-mal setting, lead a discussion with a small group of your peers around a dedicated topic, and as a group, discuss and find solutions to the com-mon challenges of the industry.

Track Leader - Reserved for thought provokers - Moderate a topic-specific track and lead the discussion during the Q&A Panel between the speakers and the audience.

Panelist - Reserved for thought pro-vokers - Debate a trend, process, or technology with your peers and voice your opinion.

BenefitsPersonal Growth & Development - Join 200+ service leaders and grow your personal network

Thought Leadership - Take center stage in front of your peers and fur-ther develop your and your organiza-tion’s image

Benchmark Opportunity - Share your knowledge and instantly get feedback from Q&A’s and numerous networking breaks

Complimentary Participation - Take advantage of all the conference features, free of charge, for you and a colleague of your choice

Call for SpeakersWould you like to be involved in the 9th Aftermarket Business Platform? Copperberg is looking for

dynamic and committed service professionals to join the speaker panel for the 2015 edition.

Contact: Thomas Igou, The Editor Phone: +46 850 255 239, email: [email protected]

Manufacturing Business Platforms 2014/2015

Calendar of EventsCopperberg is the specialist events organiser for the Global Manufacturing industry. Dedicated for senior executives from global organisations - our events are giving you the tools to improve short term results whilst simultaneously designing robust future strategies.

3nd Annual Spare Parts Business Platform 2015February 4th - 5th, Stockholm, SwedenSpare Parts Business Platform will return in February 2015 for its third edition. Following an extremely successful event, the conference will once again gather senior spare parts executives for a two day event on how to optimize the spare parts process. The event will delve into topics such as parts pricing, logistics and forecast, piracy, obsolescence, centralization vs. decentralization of warehouses, inventory management. Participants last year came from all corners of Europe and offered plenty of networking opportunities to enhance sharing of experiences between peers.

5th Annual Defence Collaboration and Logistics 2015April 15th - 17th, Amsterdam, The NetherlandsThe Defence Collaboration and Logistics conference is coming back for the 5th time and this time in Amsterdam. This unique annual 3 day conference is the only one in Europe and beyond gathering all the relevant stakeholders from the Defence sector and focusing on the current challenges that the Armed Forces are facing regarding multinational logistics and collaboration, SmartDefence, policies, PPP, outsourcing, supply chain and logistic, trends in technology and much more.

3nd Annual Manufacturing Pricing Excellence Platform 2015May 20th - 22th, Amsterdam, The NetherlandsThe Manufacturing Pricing Excellence is designed to meet the needs of pricing decision makers from the Manufacturing industry from Europe and beyond. Packed with practical case studies from leading organizations across like BMW, LEGO, Eaton, Whirlpool, Assa Abloy, Monsanto, Novozymes, the conference brings up-to.date topics that any pricing professional can rely on. Effective Pricing Strategies, Change Management, Value Based Pricing, Pricing Confidence and Price Optimization are only few of the topics that are going to be discussed at the conference.

2nd Annual Field Service Business Platform 2015June 2015, Amsterdam, NetherlandsThe Field Service Business Platform is designed to meet the challenges and needs of service and aftersales professionals from Europe and beyond. Packed with practical case studies from leading organizations within the manufacturing industry, this two day conference will focus on how to optimize the service division to turn it into a sustainable profit center. Topics discussed will revolve around mobility, workforce scheduling, predictive maintenance, and knowledge management to support field technicians and increase customer loyalty.

1st Annual Enterprise Digital Transformation 2015September, 2015, Stockholm, SwedenWe are proud to announce our inagural Enterprise Digital Transformation conference. Designed for C-Level executives coming from both the public and private sector, the conference will be looking at how companies can improve customer expirience, operational processes and inovate new business models by creating a holistic data driven organisation and developing digital capabilities.

1st Annual Smart Connected Products 2015November 2015, TBAThe inaugural Smart Connected Products forum is designed to meet the needs of manufacturers when it comes implementing business models of internet of things. This unique event will look at how manufacturers can design connected products, and what are the benefits in terms of services to customers.

9th Annual Aftermarket Business Platform 2015October 21st - 23rd, The NetherlandsThe Aftermarket Business Platform is the leading European event for senior service executives, attracting 200+ participants from global organizations. Now in its 9th edition, the event focuses on current market challenges on how how manufacturing companies can increase growth revenues from their service divisions through success stories on the following topic: smart and connected products, spare parts, risk management, pricing, change management, competence development, service innovation, data, and total cost of ownership. Over the course of three days and plenty of networking opportunities, participants will be confronted with tools and solutions to current challenges as well as megatrends of the future.

www.sparepartseurope.com

www.defencesupplychain.org

www.pricingeurope.com


www.fieldserviceexcellence.com

www.copperberg.com

www.copperberg.com



Phone:

+46 8 651 10 90

Email:[email protected]

Website:www.aftermarketeurope.com

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3 Easy ways to register:

Join our LinkedIn Group!(Aftermarket Europe Group)

Follow us on Twitter!Twitter: @Prod_Lifecycle

Information - stay updated

TERMS & CONDITIONS

Your booking is binding. You may substitute a delegate at any time. Please note that substitutions are not permitted unless approved by the organizers. For all cancellations (without an approved substituted delegate) received in writing more than 5 business days prior to the event and, a €120 (+VAT) administrative fee will be charged and a credit voucher for the remaining amount will be issued. Credit vouchers may be used at any Midfield Media conference within one year of issuance. For cancellations less than 5 business days prior to the event, the full amount of the delegate pass is non-refundable. Full payment is due 10 days upon invoice and no later than 5 business days prior to the event. Delegates that have NOT submitted payment prior to the event will not be admitted to the event. Admittance is then only granted upon approval of credit card payment directly onsite.

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Team Send Program Our agenda is the perfect opportunity for you to bring a cross-functional team. When attending as a team of five or more you’ll receive additional benefits,

including complimentary registrations or discounts.

Group Booking Offer! Book 3 get 1 free = 4 delegates

Book 5 get 2 free = 7 delegates

Book 8 get 3 free = 11 delegates

Use code BOOK3, BOOK5 or BOOK8 in the message field and we will contact you for the additional attendees

Email: [email protected]

or call hotline: + 46 8 651 10 90

Registration Fees - Please use the chart below to determine your registration fee


2015 Solutions Conference Full Networking* Workshop Service Mastery Day Investment

Essential Solution √ √ √ √ 2,690€

Inspirational Solution √ √ √ 2,490€

Specific Solution √ √ √ 2,090€

Conference Only √ √ 1,790€

Drop In Only 1 day only, upon availability 1,090€

* Full Networking includes cocktail reception, all networking breaks and lunches, one banquet dinner, and access to pre-event meeting system to book meetings with other participants

© 2014 Copperberg. All rights reserved. For more information, email [email protected] or visit www.copperberg.com.

Copperberg

Lützengatan 2

115 20 Stockholm, Sweden

Phone: +46 8 650 02 70

Fax: +46 8 441 07 93

Email: [email protected]

www.copperberg.com

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