sia celebrating our 25th anniversary at the sia summit · jose bernal [email protected]...

In 1985 National Computer Service Network was incor-porated in the District of Columbia. Since that time we have had four name changes, 12 different boards, acquired a medical association, changed our focus a few times but in the final analysis our objective has been the same: To pro-vide a forum for network-ing, provide needed indus-try information, promote partnerships so our com-pany members can improve their bottom line. There are only a few non-profit asso-ciations that have made it this long and certainly not in the high tech aftermarket service arena. Special thanks to our Boards and sponsors for their support. 2010 will be the 25th sum-mit and we will be celebrat-ing with some of our Foun-ders including the founding President, a cake and an anniversary video of some of our past Presidents. This will be a huge celebration and you are invited to at-tend this amazing program. We will have some sur-prise entertainment this year so be sure you are a part of it. Some of the most interest-

ing stories over the past 25 years include a past CIA Di-rector parachuting in for a Keynote in Florida, holding one of our annual meetings in the Bahamas when the new Court House dedication put all lights and electricity out on the island for the kick off morning of our event, some of our members doing the limbo to a fire-eating Junkanoo celebra-tion in the Caribbean, a grand finale on John Wayne’s Yacht in Newport Beach and most of the panel falling off the stage because it was too small in the founding meeting held in At-lanta. Oh Yeah, the well en-dowed wine goddesses at Cae-sar’s feeding grapes and pour-ing wine to the participants. Of Course, over the years we have had great speakers and sessions but I will never forget the passion-filled session where opposing opinions ended in shouting matches at Pier 66 Resort in Ft. Lauder-dale and the President, Frank D’Alessio, had to get the hook to end the session. We went through the David and Goliath sessions with Ron Katz in the 90’s decade where the Members were fighting the OEM’s and getting legislation passed, filing friend of court briefs—then in the 2000’s

embracing the OEM’s who had legitimized the multi-vendor business by getting into it themselves thereby creating an environment where most of our members were in fact doing business with the OEM’s. CoOpeti-tion (a word I coined in the late 80’s) is still alive and well but it is no longer con-sidered a negative to com-pete on some jobs and co-operate with the same com-pany on others, now it is business as usual. My, how far we have come. In the past 25 years we have seen companies come and go, be acquired, change their focus and reinvent themselves. We have seen service become a commod-ity but those that have sur-vived look to new strategies that can better provide their customers with value. The SIA Summit continues to be a great source to look at your company compared to others in your business, get new info and challenge your thinking. All in the service industry are now welcomed into SIA and we have major manufacturers as members, depot repair, parts, fleet mgmt. , staffing companies, consultants, and various niche service providers.

Volume 68

SIA Celebrating our 25th anniversary at the SIA Summit This publication will be sent to members electronically and on the website By: Claudia J.. Betzner

1st quarter 2010

Special points of interest:

• December Roundta-ble reviewed

• Presidents Letter

• New Members

• All Leaders are not created equal article

• 2010 SIA Summit Program

S E R V I C E I N D U S T R Y A S S O C I A T I O N

eN e t wo r k N e ws

The Mission of SIA is to serve as a forum where every member can en-hance their business and to take collective action for the betterment of the industry whenever nec-essary.

Service Industry Association is a non-profit organization made up of

high technology service companies promoting customer choices.

2164 Historic Decatur Road, Villa 19 San Diego, CA 92106

S ervi ce Industr y As sociat i on

Apex Computer Systems, Inc. Dr. Phil Chen, President Board of Directors: President:: Rich Guglielmo C.O.O. AMCOR [email protected] Sec-Treas: Michael Lipson, Vice President & Principal MedEquip Biomedical; [email protected] Exec. Dir. Claudia J. Betzner [email protected] or [email protected] IT Service Group E. V.P. Bernd Appleby, President & CEO Terix Computer Service [email protected] Medical Service Group EVP Peter Brooks, Pres. & CEO, ISS Solutions [email protected];

Sponsors National Support Services Mat Mannix, COO & President Diebold Strategic Services Group Randy Parks, Dir. Retail & IT POSDATA, A Control Solutions Co. William McCubbins, President & COO Blumberg Advisory Group Michael Blumberg, President CSI Computer Specialists, Inc. Bill Pershin, President Paladin Consulting Inc. Sam Timothy, CFO Enoch Timothy, CEO Runzheimer Int’l Greg Harper, President Oracle Corporation Denise Harms-Campbell, Director Lexicon Dave Wiedman, C.O.O.

Chairman Membership Claudia J. Betzner Members at large Randy Parks, Director Strategic IT Srvs Diebold Retail & IT [email protected] Bill McCubbins, Pres.. POSDATA, A Control Solutions Co. [email protected] Craig Youngblood, President & CEO LMS Service [email protected]; Tom York, V.P. Global Strategy and Bus. Dev.. IBM IBM [email protected] G. Wayne Moore, Pres. Unisyn Medical, Advanced Dev. Group Chief Strategy Officer [email protected]; Chairman Marketing & Sales Committee Robert Gaddis, Western Region Ops Director National Sup-port Services, [email protected] Joe Barna, President CDE Services [email protected] Dr. Malcolm Ridgway, Sr. V.P.& CTO Masterplan [email protected]—consultant to board

Sponsors & Board

Phone: 619 221 9200 Fax: 619 221 8201

Email: [email protected] [email protected]

T h e N e t w o r k f o r

H i g h T e c h n o l o g y

S e r v i c e

P r o m o t i n g

C u s t o m e r C h o i c e s

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

W w w . s e r v i c e n e t w

o r k . o r g

SIA

New This Quarter General Data Company Richard Cmar [email protected] 513-752-7978 Cincinitti, OH Flextronics Retail Technical Services Jose Bernal [email protected] 508-382-3324 Marlborough, MA Masterworks International Alan Wheatley [email protected] 713-341-6042 Houston, TX NCE Randy Henniger [email protected] 619-212-3007 San Diego, CA Banyan BSG Phil Pietrowski [email protected] 859-963-1609 Lexington, KY Technology Recovery Group Sean Kennedy, [email protected] Westlake, Ohio 440 250 9834

Letter from the SIA President—25th Anniversary I have been a member of the SIA since 1992 and have been your president for the past two years. This year is one of great significance for the SIA. It is our 25th anniversary! I am honored to be serving the Association as we celebrate this milestone. Only a small percentage of organizations reach this plateau and continue to grow and prosper for the benefit of its members. With 120 or so member companies we have never been stronger thanks to your participation each and every year. Since its inception the SIA has led the way for Independent Service Organizations and Multi-Vendor Service Companies to bring added value and competitive pricing to the end user and provide a forum and networking opportunities for its members. If you have not signed up for the Summit yet, please visit our web site or contact Claudia directly for details. Don’t miss being part of a truly unique celebration and be on hand to meet some of our founders. So, I would like to take a moment to wish all of our members a very happy anniversary! Rich Guglielmo, President Service Industry Association & C.O. O., V. P. AMCOR

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e N e t w o r k N e w s

SIA welcomes Six new

members, 16 for the past year

New Members this last year Andlor Logistics Systems Vancover, B.C. Tolt Service Group Elmhurst, ILL Strategic Sales Group Highland Park, IL TekTrakker Information Systems, LLC N Hal-endon, NJ Prograf Digital Service Covington,KY TriMedx Indianapolis, IN Lexicon Atlanta, Ga Infinite Computer Chatsworth, CA ServIT Kennesaw, GA Team One Buford, GA

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V o l u m e 6 8

Crisis and transition demand change - the first true step toward recovery.

Director Summary What makes a good leader in a healthy company? What about a company in crisis? The two styles are different in focus, decision making, authority, and people. Understanding and managing these differences can help directors recruit the right talent to lead a company through good times and bad. Clear Thinking In a time of crisis and transition, who can handle the crisis management role within the company? This is a predicament. At such a turning point, clear thinking must prevail and a special set of skills must be applied. If there is a qualified leader within the company, then delegate the job of turnaround to that person, and pro-vide proper support. If there is not aqualified leader in the company - and there usually isn't - don't hesitateto go outside the company to locate a professional for this job. The answer is often found in the form of a turnaround specialist. Different Needs What guides the decision of choosing a leader at this juncture? Different companies have different needs. The CEO that managed the company into trouble clearly is lacking the skills to doctor it back to health. Why risk allowing the same person to try again? Conversely, the CEO that can bring a troubled company from the brink of failure may not have the skills to become the "Marquis" to manage long-term, day-to-day operations. This suggests a two-part strategy, an interim executive to manage the transition period, followed by a well-qualified permanent leader to step in when the time comes. A troubled company is like a patient in critical condition, decisive steps must be taken to make something happen. The first goal in an absolute crisis is to stabilize and buy time. After steadying the vital signs, take a reading on where things stand - which is normally still. Look for changes in ratios and trends to deter-mine what is - or more important - what is not going on in the business. Let's put the leadership roles into perspective. Requirements differ between those for healthy, growing companies and those for firms in troubled or transition situations. * Healthy company. In the stable or growth scenario, there is time for structured growth and building the organization. In a healthy company, management focuses on long-term objectives, coaching, and team building. A manager in a stable environment should be known among shareholders and employees for consistency in decision-making. With the luxury of time, the occasional mistake generally will not do lasting harm. * Turnaround situation. In the initial crisis and subsequent turnaround situation, time is an enemy. The focus is different. In a fi-nancially distressed company, the lack of time requires action. As the company's problems compound and cash flow evaporates, it becomes critical for management to act quickly and decisively. Management must focus on short-term survival. A manager in a troubled company must be able to shift gears to deal with daily crises that inevitably occur. Troubled companies have primarily one goal - to survive and get well. If the symptoms persist with no cure, the patient can die.Compare the differ-ences. Contrasting Leadership Styles— Compare Skill in Healthy Scenario versus Troubled Situation: Focus => On Objectives [Healthy] vs Survival, problem-solving [Troubled] Decision making => Deliberate [Healthy] vs Deci-sive, Immediate [Troubled] Authority => Delegate [Healthy] vs Direct Involvement [Troubled] People => Develop [Healthy] vs Recruit talent, Communicate [Troubled] Respected for: Mgt reputation [Healthy] vs Financial credibility [Troubled] Known for: Consistency [Healthy] vs Ability to shift gears [Troubled]

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Will your company survive and prosper ?

All Leaders Are Not Created Equal: To Save the Company - Change the Leadership Style by: John M. Collard, Turnaround Specialists [email protected]

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We offer a wide array of services, crossing many industry lines including, but not limited to:

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SIA Executive Roundtable e N e t w o r k N e w s

SO Cal Roundtable

in December was

largest yet—This

year has seen

tremendous growth

and success for our

infamous roundtables

now in the 7th year

I. How to gain valuable industry insight, expand your business and improve value utilizing the SIA: Discussion led by Michael DaSilva, SVP Corporate Business Dev. Apex Computer Systems; Participants included input from Dennis Rice, SVP Field Services Group, Apex Computer Systems and Craig Youngblood, President LMS Background Corporate and Mid Market customers are starting to embrace IT and Services. Increased focus has been put on reducing IT operational costs by deployment of new technology and services.

1) Business Process Outsourcing 2) Cloud Computing 3) Managed Services 4) Technology deployment

OEMs are currently expanding their capabilities to penetrate Services Market

1) IBM/PWC 2) HP/EDS 3) Dell/Perot 4) Xerox/ACS 5) VAR’s/Systems integrators

Service Companies and Associations must actively pursue potential growth Industries which are expected to change through IT Initiatives and government reforms. We would like to explore the following;

1) Potential Industries and growth areas for Services companies? 2) Discuss approaches and specific examples of how SIA and its members can provide Value

based services solutions 3) Activities SIA and its members need to consider in order grow and sustain our current busi-

nesses 1) What are the industries that are expected to change through IT Initiatives and Government Re-

forms? a. Banking “Tarp” b. Healthcare/Pharmaceuticals – “Obama Care” c. Utilities/Telecommunications “Cap and Trade” d. Federal Government “Getting Bigger” e. Mid Market “ Customers consolidate and Out-task IT Support”

2) What are the current IT Services industry trends?

a. Corporate Clients want to reduce current IT Supplier base b. Working with fewer OEM’s and Services Companies c. End to End Services i.e. (Data Center, Infrastructure, End user)

3) What trigger events should Service Organizations consider when pursuing new opportunities?

a. Continued consolidation and merger activities 1. Working with fewer Service providers with broader range of capabili-

ties 2. Legacy multi-vendor technology support

b. IT Deployment and Support 1. Multivendor 2. Deployment and Refresh Services

c. Impact and Growth of New Services and Technology 1. Smart Grid/ Electronic Meters (Utilities) 2. Wireless Devices (Utilities/Healthcare 3. Managed Lifecycle Services

d. in-shoring vs. off-shoring IT support functions (Government) 1. Call Centers 2. Service Desk/Applications Support

e. Mid Market Clients need help with Information Technology i. Working With established Tier 2 Services Suppliers and VAR’s ii. Outsourcing of IT and Services

4) What are some of the challenges SIA and its members need consider to sustain and expand our

Tuesday March 23—Operational Program • State of the Association – Rich Guglielmo, President

• Keynote –How Technology Service Companies Profit in the new Services Paradigm The Service Industry Usually Leads the U.S. out of Recession. What are the signs that will happen again? How do you capi-talize in the New Economy; How is the industry giant, IBM, capitalizing in the economy, view of the economy and how it is affecting the Service Indus-

try. Tom York, V.P. Global Strategy & Business Dev., IBM

• A Major new Benefit to SIA Membership—Be a part of the beta-test How we pass case related data and performance metrics between service providers; Standardization, data collaboration, and measurement Gay Gordon-Byrne, Partner TekTrakker

(A demo will be provided on how companies can access important model failure rates. TekTrakker gathers equipment failure rate by type, model with a comparative analysis to the total population in their database, this data is then produced on a secure website back to the client. The data is cumulative for last 12 months. May use data to determine pricing of contracts on specific equipment type. SIA Members receive major discount )

• Scouting, selecting, hiring, accessing, releasing, developing, retaining, coach-ing, challenging, training Employees for improved productivity and PROFITABILITY in these times of challenge Nathan Stillwell, Paladin Gaining respect as not friendship. A bad employee is worse than no employee. Setting communicating clear expectation, Owner-ship, holding employees accountable, holding practice sessions, mastering communications, trust and its twin verifying.

• The New Paradigm for Sales Development in the Service Industry 2010 and Beyond—A

major afternoon session dedicated to How to get more business from your existing customers and use the SIA Member Network for new services you do not currently offer

Joseph Rowley, Vice President Sales & Marketing National Support Services

• How to work in an environment Overcoming Barriers to Service and OEM Restrictions Two or three case studies; OEM’s trends for Openness; Open markets; IT & Medical Current trends from all competitors; Lockout spec’s and diagnostics; How IT customers & hospital intercede on service providers behalf; counterfeit equipment issues; How to assure when con-tracts are written so ISO’s Get opportunity to bid – What is the process? What about Software restrictions – reverse engineering?

Wayne Moore, Moderator & President, Adv. Dev. Gp. & CSO, Unisyn Medical

Bernd Appleby, President Terix,

Peter Brooks, President ISS Solutions,

Bill McCubbins, President POSDATA, Control Solutions Company

• Wrap Up - Adjourn at 4:00 P M

Grand Finale at 6:00 P M for no-host cocktails and 7:00 P M for SIA sponsored dinner for regis-tered participants

Wednesday March 24, 2010 Board of Directors Meeting—Wrap of summit—Please let Board know if you have input

P a g e 7 e N e t w o r k N e w s

2010 Summit will have a focus of how Service Companies can take advantage of the Paradigm shift.

2010 Service Industry Executive Summit for Service Leaders (1985—2010 celebrating our 25th Year) “How Technology Service Companies Profit In the New Services Paradigm” Sunday March 21, 2010 Evening Welcome Reception Monday March 22—Strategic Program • 25th anniversary Video, Welcome by C J

Betzner, Exec. Dir., intro’s of all participants

• Keynote –View of the economy from outside the Service Industry and impact on Business in general – Joe Russi, Executive Vice President Empire Securities Corporation Empire’s Global headquarters are in Los Angeles serving busi-nesses and investors 45 years in new solutions, Wealth Management, and Tax Advantaged Solutions

• 25th anniversary Industry Leader Panel What is the new Paradigm for the Service Indus-try – what is different, Changed business expectations, changed customer expectations, what is the impact on the service industry, What are the recovery Signs, what are the trends? Success Stories and indicators will be discussed from each participant’s perspective. Frank D’Alessio, President Maintech and Past President SIA, Al Andrus, Founding Pres. SIA, Matt Mannix, Pres. National Sup-port. Srvs.,(The Group within NGC that sponsored the ass’n in the beginning) Rich Guglielmo, COO, AMCOR, Current SIA President

• Creating Leaders in the New Service Paradigm through your Corporate Culture and Strategy Dr. Phil Chen, President & CEO Apex

• State of the Industry – – current trends; past results, what the industry looks like going forward Bill

Pollock, Aberdeen

• “Communications in 2010” – Social Networking for Executives - Cindy Thompson, Dir. Strate-gic Marketing, ScanSource, Inc. This session is an interactive session that will discuss Twitter, Facebook, Linkedin, blogs, and all the new communications devices and software available to help grow your business through added networking

• “Making your Business Sale Ready-Everyday” Bill Inman – President & CEO The Inman Company This session will be follow-on to the SIA Executive Roundtable held last fall in Atlanta. This session will review “How you look to the outside world” - “Suggestions for growing your busi-ness” plus new insights over the past six months

Networking Cocktail Reception Monday evening with exhibits—This will be a major celebration of our 25th anniversary


Don’t miss the 25th anniversary celebration

current businesses? Current economic conditions of country severly affecting service mar-

ket – financial pitch 1. Access To Capital 2. Size and Scale 3. Geographic Coverage 4. Skills and Industry Knowledge

5) What do we need to do in order to differentiate ourselves as value based Services

Providers? 1. Develop General Services Framework, Architecture and pricing 2. What components should we consider in creating our services portfolio? 3. Creating Value based Pricing and Delivery model

Help/Service Desk Services Field Services End User Asset Acquisition & Consignment Applications Support Configuration & Deployment Packaged Software Support Depot & Advance Exchange Level 1/1.5/2 support Break-fix maintenance support Level 3 / 4 Problem Coord Onsite Software support Remote Technical Support Installs, moves, adds & changes Cross Functional support LAN / Wan Support Voice / Telephony Security & Virus management 6) What approaches do we need to consider for pursing additional services business.

1. Working with OEM’s, Vars and Services Integrators 2. Teaming (Business consortium, Alliance, teaming)

a. Financial Customer Example (Apex/LMS) 3. Working within Tier 1 vs. Tier 2 OEM relationships

7) What is SIA’s role and value as potential clearing house for marketing and expanding our services? Discussion

• Networking • We need something in SIA to better identify members – expand profile; add profiles to

those that did not include in their origin • Include industry trends on web site for members

Form a subcommittee of SIA Members to develop Co-Op Resources: Provide Opportunity Clearing house; Data base management; develop next 5 year statement; look at trends As a result of this discussion the following committee was formed to review: Craig Youngblood, Dennis Rice, Mike DaSilva, Joe Barna and Bill McCubbins. This group will need to get together and determine a Chairman for the committee. II. How we pass case related data and performance metrics between service providers.. This demo and session will be covered at the SIA summit by TekTrakker. SIA will be providing a major discount to members for this new service. III. Teleconference led by Doug Morse, President of Service Transformation. He discussed “Service Value Network Integration XML.“Simultaneous value creation requires new stan-dards for inter-connectivity and integration” Where is the EDI Equivalent for CRM or Service Systems? Old question, some new answers; Many attempts to resolve, new technology, new methods, new interests; Service Value Networks are increasing important; Looking to inform, still in formation stages. Looking for interested parties; Looking for subject experts; Complex subject with many opportunities; Focus on service provider networks ( Multivendor ) Expand as funding allows For further discussion contact: [email protected] +1.510.733.6131


Special thank you

to Apex

Computer

Systems for

hosting the event

2010 Service Industry Executive Summit for Service Leaders (1985—2010 celebrating our 25th Year) “How Technology Service Companies Profit In the New Services Paradigm” Sunday March 21, 2010 Evening Welcome Reception Monday March 22—Strategic Program • 25th anniversary Video, Welcome by C J

Betzner, Exec. Dir., intro’s of all participants

• Keynote –View of the economy from outside the Service Industry and impact on Business in general – Joe Russi, Executive Vice President Empire Securities Corporation Empire’s Global headquarters are in Los Angeles serving busi-nesses and investors 45 years in new solutions, Wealth Management, and Tax Advantaged Solutions

• 25th anniversary Industry Leader Panel What is the new Paradigm for the Service Indus-try – what is different, Changed business expectations, changed customer expectations, what is the impact on the service industry, What are the recovery Signs, what are the trends? Success Stories and indicators will be discussed from each participant’s perspective. Frank D’Alessio, President Maintech and Past President SIA, Al Andrus, Founding Pres. SIA, Matt Mannix, Pres. National Sup-port. Srvs.,(The Group within NGC that sponsored the ass’n in the beginning) Rich Guglielmo, COO, AMCOR, Current SIA President

• Creating Leaders in the New Service Paradigm through your Corporate Culture and Strategy Dr. Phil Chen, President & CEO Apex

• State of the Industry – – current trends; past results, what the industry looks like going forward Bill

Pollock, Aberdeen

• “Communications in 2010” – Social Networking for Executives - Cindy Thompson, Dir. Strate-gic Marketing, ScanSource, Inc. This session is an interactive session that will discuss Twitter, Facebook, Linkedin, blogs, and all the new communications devices and software available to help grow your business through added networking

• “Making your Business Sale Ready-Everyday” Bill Inman – President & CEO The Inman Company This session will be follow-on to the SIA Executive Roundtable held last fall in Atlanta. This session will review “How you look to the outside world” - “Suggestions for growing your busi-ness” plus new insights over the past six months

Networking Cocktail Reception Monday evening with exhibits—This will be a major celebration of our 25th anniversary


Don’t miss the 25th anniversary celebration

P a g e 4

SIA Executive Roundtable e N e t w o r k N e w s

SO Cal Roundtable

in December was

largest yet—This

year has seen

tremendous growth

and success for our

infamous roundtables

now in the 7th year

I. How to gain valuable industry insight, expand your business and improve value utilizing the SIA: Discussion led by Michael DaSilva, SVP Corporate Business Dev. Apex Computer Systems; Participants included input from Dennis Rice, SVP Field Services Group, Apex Computer Systems and Craig Youngblood, President LMS Background Corporate and Mid Market customers are starting to embrace IT and Services. Increased focus has been put on reducing IT operational costs by deployment of new technology and services.

1) Business Process Outsourcing 2) Cloud Computing 3) Managed Services 4) Technology deployment

OEMs are currently expanding their capabilities to penetrate Services Market

1) IBM/PWC 2) HP/EDS 3) Dell/Perot 4) Xerox/ACS 5) VAR’s/Systems integrators

Service Companies and Associations must actively pursue potential growth Industries which are expected to change through IT Initiatives and government reforms. We would like to explore the following;

1) Potential Industries and growth areas for Services companies? 2) Discuss approaches and specific examples of how SIA and its members can provide Value

based services solutions 3) Activities SIA and its members need to consider in order grow and sustain our current busi-

nesses 1) What are the industries that are expected to change through IT Initiatives and Government Re-

forms? a. Banking “Tarp” b. Healthcare/Pharmaceuticals – “Obama Care” c. Utilities/Telecommunications “Cap and Trade” d. Federal Government “Getting Bigger” e. Mid Market “ Customers consolidate and Out-task IT Support”

2) What are the current IT Services industry trends?

a. Corporate Clients want to reduce current IT Supplier base b. Working with fewer OEM’s and Services Companies c. End to End Services i.e. (Data Center, Infrastructure, End user)

3) What trigger events should Service Organizations consider when pursuing new opportunities?

a. Continued consolidation and merger activities 1. Working with fewer Service providers with broader range of capabili-

ties 2. Legacy multi-vendor technology support

b. IT Deployment and Support 1. Multivendor 2. Deployment and Refresh Services

c. Impact and Growth of New Services and Technology 1. Smart Grid/ Electronic Meters (Utilities) 2. Wireless Devices (Utilities/Healthcare 3. Managed Lifecycle Services

d. in-shoring vs. off-shoring IT support functions (Government) 1. Call Centers 2. Service Desk/Applications Support

e. Mid Market Clients need help with Information Technology i. Working With established Tier 2 Services Suppliers and VAR’s ii. Outsourcing of IT and Services

4) What are some of the challenges SIA and its members need consider to sustain and expand our

Tuesday March 23—Operational Program • State of the Association – Rich Guglielmo, President

• Keynote –How Technology Service Companies Profit in the new Services Paradigm The Service Industry Usually Leads the U.S. out of Recession. What are the signs that will happen again? How do you capi-talize in the New Economy; How is the industry giant, IBM, capitalizing in the economy, view of the economy and how it is affecting the Service Indus-

try. Tom York, V.P. Global Strategy & Business Dev., IBM

• A Major new Benefit to SIA Membership—Be a part of the beta-test How we pass case related data and performance metrics between service providers; Standardization, data collaboration, and measurement Gay Gordon-Byrne, Partner TekTrakker

(A demo will be provided on how companies can access important model failure rates. TekTrakker gathers equipment failure rate by type, model with a comparative analysis to the total population in their database, this data is then produced on a secure website back to the client. The data is cumulative for last 12 months. May use data to determine pricing of contracts on specific equipment type. SIA Members receive major discount )

• Scouting, selecting, hiring, accessing, releasing, developing, retaining, coach-ing, challenging, training Employees for improved productivity and PROFITABILITY in these times of challenge Nathan Stillwell, Paladin Gaining respect as not friendship. A bad employee is worse than no employee. Setting communicating clear expectation, Owner-ship, holding employees accountable, holding practice sessions, mastering communications, trust and its twin verifying.

• The New Paradigm for Sales Development in the Service Industry 2010 and Beyond—A

major afternoon session dedicated to How to get more business from your existing customers and use the SIA Member Network for new services you do not currently offer

Joseph Rowley, Vice President Sales & Marketing National Support Services

• How to work in an environment Overcoming Barriers to Service and OEM Restrictions Two or three case studies; OEM’s trends for Openness; Open markets; IT & Medical Current trends from all competitors; Lockout spec’s and diagnostics; How IT customers & hospital intercede on service providers behalf; counterfeit equipment issues; How to assure when con-tracts are written so ISO’s Get opportunity to bid – What is the process? What about Software restrictions – reverse engineering?

Wayne Moore, Moderator & President, Adv. Dev. Gp. & CSO, Unisyn Medical

Bernd Appleby, President Terix,

Peter Brooks, President ISS Solutions,

Bill McCubbins, President POSDATA, Control Solutions Company

• Wrap Up - Adjourn at 4:00 P M

Grand Finale at 6:00 P M for no-host cocktails and 7:00 P M for SIA sponsored dinner for regis-tered participants

Wednesday March 24, 2010 Board of Directors Meeting—Wrap of summit—Please let Board know if you have input


2010 Summit will have a focus of how Service Companies can take advantage of the Paradigm shift.

V o l u m e 6 8

Crisis and transition demand change - the first true step toward recovery.

Director Summary What makes a good leader in a healthy company? What about a company in crisis? The two styles are different in focus, decision making, authority, and people. Understanding and managing these differences can help directors recruit the right talent to lead a company through good times and bad. Clear Thinking In a time of crisis and transition, who can handle the crisis management role within the company? This is a predicament. At such a turning point, clear thinking must prevail and a special set of skills must be applied. If there is a qualified leader within the company, then delegate the job of turnaround to that person, and pro-vide proper support. If there is not aqualified leader in the company - and there usually isn't - don't hesitateto go outside the company to locate a professional for this job. The answer is often found in the form of a turnaround specialist. Different Needs What guides the decision of choosing a leader at this juncture? Different companies have different needs. The CEO that managed the company into trouble clearly is lacking the skills to doctor it back to health. Why risk allowing the same person to try again? Conversely, the CEO that can bring a troubled company from the brink of failure may not have the skills to become the "Marquis" to manage long-term, day-to-day operations. This suggests a two-part strategy, an interim executive to manage the transition period, followed by a well-qualified permanent leader to step in when the time comes. A troubled company is like a patient in critical condition, decisive steps must be taken to make something happen. The first goal in an absolute crisis is to stabilize and buy time. After steadying the vital signs, take a reading on where things stand - which is normally still. Look for changes in ratios and trends to deter-mine what is - or more important - what is not going on in the business. Let's put the leadership roles into perspective. Requirements differ between those for healthy, growing companies and those for firms in troubled or transition situations. * Healthy company. In the stable or growth scenario, there is time for structured growth and building the organization. In a healthy company, management focuses on long-term objectives, coaching, and team building. A manager in a stable environment should be known among shareholders and employees for consistency in decision-making. With the luxury of time, the occasional mistake generally will not do lasting harm. * Turnaround situation. In the initial crisis and subsequent turnaround situation, time is an enemy. The focus is different. In a fi-nancially distressed company, the lack of time requires action. As the company's problems compound and cash flow evaporates, it becomes critical for management to act quickly and decisively. Management must focus on short-term survival. A manager in a troubled company must be able to shift gears to deal with daily crises that inevitably occur. Troubled companies have primarily one goal - to survive and get well. If the symptoms persist with no cure, the patient can die.Compare the differ-ences. Contrasting Leadership Styles— Compare Skill in Healthy Scenario versus Troubled Situation: Focus => On Objectives [Healthy] vs Survival, problem-solving [Troubled] Decision making => Deliberate [Healthy] vs Deci-sive, Immediate [Troubled] Authority => Delegate [Healthy] vs Direct Involvement [Troubled] People => Develop [Healthy] vs Recruit talent, Communicate [Troubled] Respected for: Mgt reputation [Healthy] vs Financial credibility [Troubled] Known for: Consistency [Healthy] vs Ability to shift gears [Troubled]

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Will your company survive and prosper ?

All Leaders Are Not Created Equal: To Save the Company - Change the Leadership Style by: John M. Collard, Turnaround Specialists [email protected]

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We offer a wide array of services, crossing many industry lines including, but not limited to:

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P a g e 9 e N e t w o r k N e w s P a g e 7e N e t w o r k N e w s P a g e 9

In 1985 National Computer Service Network was incor-porated in the District of Columbia. Since that time we have had four name changes, 12 different boards, acquired a medical association, changed our focus a few times but in the final analysis our objective has been the same: To pro-vide a forum for network-ing, provide needed indus-try information, promote partnerships so our com-pany members can improve their bottom line. There are only a few non-profit asso-ciations that have made it this long and certainly not in the high tech aftermarket service arena. Special thanks to our Boards and sponsors for their support. 2010 will be the 25th sum-mit and we will be celebrat-ing with some of our Foun-ders including the founding President, a cake and an anniversary video of some of our past Presidents. This will be a huge celebration and you are invited to at-tend this amazing program. We will have some sur-prise entertainment this year so be sure you are a part of it. Some of the most interest-

ing stories over the past 25 years include a past CIA Di-rector parachuting in for a Keynote in Florida, holding one of our annual meetings in the Bahamas when the new Court House dedication put all lights and electricity out on the island for the kick off morning of our event, some of our members doing the limbo to a fire-eating Junkanoo celebra-tion in the Caribbean, a grand finale on John Wayne’s Yacht in Newport Beach and most of the panel falling off the stage because it was too small in the founding meeting held in At-lanta. Oh Yeah, the well en-dowed wine goddesses at Cae-sar’s feeding grapes and pour-ing wine to the participants. Of Course, over the years we have had great speakers and sessions but I will never forget the passion-filled session where opposing opinions ended in shouting matches at Pier 66 Resort in Ft. Lauder-dale and the President, Frank D’Alessio, had to get the hook to end the session. We went through the David and Goliath sessions with Ron Katz in the 90’s decade where the Members were fighting the OEM’s and getting legislation passed, filing friend of court briefs—then in the 2000’s

embracing the OEM’s who had legitimized the multi-vendor business by getting into it themselves thereby creating an environment where most of our members were in fact doing business with the OEM’s. CoOpeti-tion (a word I coined in the late 80’s) is still alive and well but it is no longer con-sidered a negative to com-pete on some jobs and co-operate with the same com-pany on others, now it is business as usual. My, how far we have come. In the past 25 years we have seen companies come and go, be acquired, change their focus and reinvent themselves. We have seen service become a commod-ity but those that have sur-vived look to new strategies that can better provide their customers with value. The SIA Summit continues to be a great source to look at your company compared to others in your business, get new info and challenge your thinking. All in the service industry are now welcomed into SIA and we have major manufacturers as members, depot repair, parts, fleet mgmt. , staffing companies, consultants, and various niche service providers.

Volume 68

SIA Celebrating our 25th anniversary at the SIA Summit This publication will be sent to members electronically and on the website By: Claudia J.. Betzner

1st quarter 2010

Special points of interest:

• December Roundta-ble reviewed

• Presidents Letter

• New Members

• All Leaders are not created equal article

• 2010 SIA Summit Program

S E R V I C E I N D U S T R Y A S S O C I A T I O N

eN e t wo r k N e ws

The Mission of SIA is to serve as a forum where every member can en-hance their business and to take collective action for the betterment of the industry whenever nec-essary.

Service Industry Association is a non-profit organization made up of

high technology service companies promoting customer choices.

2164 Historic Decatur Road, Villa 19 San Diego, CA 92106

S ervi ce Industr y As sociat i on

Apex Computer Systems, Inc. Dr. Phil Chen, President Board of Directors: President:: Rich Guglielmo C.O.O. AMCOR [email protected] Sec-Treas: Michael Lipson, Vice President & Principal MedEquip Biomedical; [email protected] Exec. Dir. Claudia J. Betzner [email protected] or [email protected] IT Service Group E. V.P. Bernd Appleby, President & CEO Terix Computer Service [email protected] Medical Service Group EVP Peter Brooks, Pres. & CEO, ISS Solutions [email protected];

Sponsors National Support Services Mat Mannix, COO & President Diebold Strategic Services Group Randy Parks, Dir. Retail & IT POSDATA, A Control Solutions Co. William McCubbins, President & COO Blumberg Advisory Group Michael Blumberg, President CSI Computer Specialists, Inc. Bill Pershin, President Paladin Consulting Inc. Sam Timothy, CFO Enoch Timothy, CEO Runzheimer Int’l Greg Harper, President Oracle Corporation Denise Harms-Campbell, Director Lexicon Dave Wiedman, C.O.O.

Chairman Membership Claudia J. Betzner Members at large Randy Parks, Director Strategic IT Srvs Diebold Retail & IT [email protected] Bill McCubbins, Pres.. POSDATA, A Control Solutions Co. [email protected] Craig Youngblood, President & CEO LMS Service [email protected]; Tom York, V.P. Global Strategy and Bus. Dev.. IBM IBM [email protected] G. Wayne Moore, Pres. Unisyn Medical, Advanced Dev. Group Chief Strategy Officer [email protected]; Chairman Marketing & Sales Committee Robert Gaddis, Western Region Ops Director National Sup-port Services, [email protected] Joe Barna, President CDE Services [email protected] Dr. Malcolm Ridgway, Sr. V.P.& CTO Masterplan [email protected]—consultant to board

Sponsors & Board

Phone: 619 221 9200 Fax: 619 221 8201

Email: [email protected] [email protected]

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sia celebrating our 25th anniversary at the sia summit · jose bernal [email protected]...

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