09:30

Registration and refreshments

09:50

Welcome to FSMW 2011

10:00

KEYNOTE OPENING ADDRESS: Putting communication at the heart of the field employee engagement

• Case studies from the last couple of years
• How we utilise multiple communications channels to inform and engage our workforce
• How we are embracing the advent of social media/communications

Neil Brookes, Field Director, BSkyB

10:40

One-to-one business meeting/networking

11:10

One-to-one business meeting/networking

11:40

KEYNOTE CASE STUDY: From zero to 25,000 PDAs in 12 weeks

• What was the business context?
• Preparing for success
• Execution of business change and exploitation
• Key lessons learned

Richard Law, IS Engagement Partner, Royal Mail

12:20

One-to-one business meeting/networking

12:50

Lunch

13:50

SUPPLIER PANEL: Where is mobile technology headed?
Back by popular demand, as one of the most highly scored sessions from FSMW 2010, this panel session offers you a unique opportunity to quiz some of the leading technology suppliers in the field service and mobile market on topics such as:

• What new developments can we expect in mobile technology?
• What implementation issues have suppliers encountered and overcome when working with their clients?
• Is mobile security important in service management? How can you ensure the integrity of devices that access your network without impacting user productivity? What is the future of mobile security?
• Voice and video over IP – an important factor for service management?
• How will we all change our ways of working over the next 5, 10 and 15 years? What new groups of workers will be using mobile technology?

Giles Margerison, Sales Director, TomTom Business Solutions
Stef Coetzee, Senior Vice President, International, NetMotion Wireless Ltd
Giles Cadge, Director Systems Engineering/Sales Consulting Director – EMEA, Antenna
Andy Turner, Principle Sales Consultant, Oracle

14:30

Corporate killers? Practical legal advice on the health and safety issues associated with field and mobile working

• The reason why the law was brought in
• How the law works
• How to minimise the risks associated with the law
• What the courts say

Richard Voke, Partner, Lyons Davidson Solicitors

15:10

One-to-one business meeting/networking

15:40

One-to-one business meeting/networking

16:10

CASE STUDY: Adapting a single platform core system to meet the needs of a diverse customer base

• Maintaining a common set of data whilst allowing for customer specific information and reporting
• Balancing value against investment: deciding which customer specific features to incorporate
• Integrating the core system with a forms system to avoid paper: how the information is displayed on the device screen

Stuart McHenery, Systems Development Manager, Innserve

CASE STUDY: Migrating to a paperless service offering

• Impact on the business – process change
• Obtaining technician’s acceptance
• Involving the customer in the change
• Program delivery

Alun Jones, Head of IT WEMEA, Konecranes UK Ltd

16:50

One-to-one business meeting/networking

19:00

Drinks reception and dinner