The ClickConnect APAC Agenda is available to download here or view below.
We are pleased to welcome the following guest speakers to the Conference:
APX Alarms,
Fisher & Paykel
Ericsson India
ClickConnect APAC User Conference
Monday, 12th July:
Seven Secrets for Sailing through Optimised Deployment: Day One
Workshop Leader:
Mike Karlskind, Senior Business Analyst, ClickSoftware
This interactive workshop, and the chapters we will explore together, compiles the seven areas of a deployment, specifically for optimised workforce management, that challenge business, project, and IT teams. Whether your deployment is ahead of you, or you are trying to improve or expand an existing deployment of ServiceOptimization, these are the lessons from your peer companies - which we will combine with practical examples, tools, and techniques for meeting them 'head on.'
| Monday 12th July | ||
| 1.00pm - 2.00pm | Registration | Stratford Room Hilton on the Park Hotel |
| 2.00pm - 2.45pm | Chapter 1: Focus on service decisions 1st, process, data, and functionality 2nd |
Stratford Room Hilton on the Park Hotel |
| On day one of the project, we all want happy users, an efficient process, and rich functionality. But the 'stuff' heroes are made of is in the value gained; and the shortest route to value in service is more effective decisions - be it by people or machine. This chapter leads us through the service delivery lifecycle and focuses in on each “moment of decision” to discuss each decision's timing, constraints, and potential impact(s). Awareness of the decisions and a simple structure for formulating them will enable us to effectively start the alignment of the business decisions, leading to earlier return on expected value. | ||
| 2.45pm - 3.30pm | Chapter 2: Know & prepare the right data early |
Stratford Room Hilton on the Park Hotel |
| The need to pull data from other systems is a known and natural course for most enterprise implementations of any system. But when we move from the transactional class of systems to a decision-making system, we also move from 'pulling' data we have - to needing data that we don't have. Much of the information that has supported the decisions of planners and schedulers has existed only in their heads, on pieces of paper, or in emails. This chapter provides tools for learning, filtering, and formalising these criteria; leading to having the right data to support optimisation, and higher returned value from the solution. | ||
| 3.30pm - 3.50pm | Refreshment Break | Stratford Room Hilton on the Park Hotel |
| 3.50pm - 4.35pm | Chapter 3: Measure delivery before and after - the project and the day of service |
Stratford Room Hilton on the Park Hotel |
| Everyone says it (“measure”) and yet so few do it. And we make millions in investments (e.g. transformation, deployment, upgrade, process change) for which we aren't sure 'quite' where we stand. Furthering this challenge in schedule optimisation projects is the difference between the schedule we create, that exists each morning, and the execution in the field. While lack of measuring the difference leaves it difficult to know where to change, measuring and distinguishing between the start and end of day flushes out the specific areas of compliance in the field and back office which we can address. This chapter provides standardized metrics, and guidance for their application that will increase the effectiveness, and the stickiness of scheduling decisions in every operation. | ||
| 4.35pm - 5.20pm | Chapter 4: Define a clear and aligned service policy |
Stratford Room Hilton on the Park Hotel |
| If we want operational decisions, automatic or manual, to reflect the strategic goals of the company then we have to write it down. But what do we write, and how do we have effectively the same questions for two such diverse audiences (operations and executives)? This chapter shares the dialogue, and a methodology that has been refined over 20 years; to quickly and effectively drive at an aligned service policy that can be used by planners, schedulers, and automatic scheduling to ensure that the day to day execution in the field reflects directives from the boardroom. | ||
| 5.20pm - 5.35pm | Summary and Conclusions of the Day | Stratford Room Hilton on the Park Hotel |
| 8.00pm | Dinner | Stratford Room Hilton on the Park Hotel |
Tuesday, 13th July:
Seven Secrets for Sailing through Optimised Deployment: Day Two
| Tuesday 13th July | ||
| 9.00am - 9.45am | Chapter 5: High Automation can lead to achieve scheduler acceptance |
Stratford Room Hilton on the Park Hotel |
| Did you know that achieving high levels of automatic scheduling does not necessarily create scared schedulers? Actually, achieving high levels of automation, both within the optimisation and within their daily clicks can be the greatest contributor towards the successful acceptance of the system decisions by the schedulers. This chapter will provide specific techniques for achieving high levels of automatic scheduling, and general automation that will make schedulers love the system - and love those that deploy it. | ||
| 9.45am - 10.30am | Chapter 6: Empathise with the field, but force compliance |
Stratford Room Hilton on the Park Hotel |
| “We'll force the field workforce into compliance.” “We need to go at the field workforce's pace, and leverage their local relationships.” Which is right? Years of deployments say “both” are right and both are necessary! In this chapter we identify specific (and often creative) techniques that clients have used to successfully achieve field compliance and simultaneously to “engage” the field workforce. Customer road-shows, “Hands-off Wednesday”, incentives, and mobile training tours are amongst the examples that participants will discuss - enabling faster and more peaceful achievement of optimised service. | ||
| 10.30am - 10.45am | Refreshment Break | Stratford Room Hilton on the Park Hotel |
| 10.45am - 11.30am | Chapter 7: Plan beyond the current deployment |
Stratford Room Hilton on the Park Hotel |
| No matter where each one of us is in our progress towards our defined “best practice” operation; we are all planning to improve or expand our deployment further. Many have optimised operational decisions (e.g. scheduling, mobility), but still plan to address tactical and strategic decisions (e.g. forecast, plan, analyse). And while focus on the 'task at hand' is important; companies with a 3-5 year plan are the ones that most expeditiously reach the bigger goal of an optimised service chain versus a partially optimised process. This chapter will provide the pieces, which participants will easily assemble into their own workforce management optimisation plan. | ||
| 11.30am - 12.00pm | Summary and Closing Remarks | Stratford Room Hilton on the Park Hotel |
| 3.00pm - 5.15pm | Registration Open | Dean Jones' Bar |
| 4.45pm - 5.15pm | Tour of the MCG | Guided Tour |
| 5.15pm - 5.45pm | Tour of the National Sports Museum | Guided Tour |
| 6.00pm - 7.00pm | Speed Networking | Dean Jones' Bar |
| Always one of the most popular sessions, ClickSoftware's speed networking is designed to quickly introduce you to a large number of new contacts in one powerful session. These meetings initiate contacts that often last well beyond the conference, enabling the sharing of best practices long after the conference ends. | ||
| 7.00pm - 7.30pm | Welcome Reception | Dean Jones' Bar |
| We hope that you will be inspired by the surrounding to network and share experiences with other ClickSoftware customers. Feedback forms from previous years always point to 'networking' as one of the biggest benefits so be sure not to miss this opportunity to get to know your peers in a relaxed and engaging setting. | ||
| 7.30pm - 10.30pm | Gala Dinner & Award Ceremony | Hilton Hotel |
| We will continue our networking well into the evening, with a formal dinner for
all guests at the Hilton on the Park Hotel. We will present Telstra with a
special award from the Click 10 Club, to recognise our 10 year partnership. Dress Code: Business Casual |
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| Wednesday 14th July, ClickConnect APAC Main Conference Day | ||
| 7.30am - 9.00am | Registration Open | |
| 8.30am - 9.00am | Breakfast | |
| 9.00am - 9.15am | Chairperson - Welcome and Opening Remarks | |
| Speaker: Simon Morris, VP of Global Marketing, ClickSoftware | ||
| 9.15am - 9.35am | Delivering High Performance | Harrison Room |
| Speaker: Simon Morris, VP of Global Marketing, ClickSoftware | ||
| Simon will provide the audience with an update on the progress that has been made at ClickSoftware over the past 12 months as well as industry trends and sharing insight into future directions. |
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| 9.35am - 10.20am | ClickSoftware Product Roadmap and Strategy | Harrison Room |
| Speaker: Tal Geffen, Senior Director of Product Management, ClickSoftware | ||
| In a recent Field Service Management Report, Gartner “estimated that continued investment in product development for end-to-end field service scheduling and analytics is higher for ClickSoftware than any other competitor in the market”. Join this session and take this opportunity to see what's cooking in the ClickSoftware kitchen. |
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| 10.20am - 10.40am | Refreshment Break | Dean Jones' Bar |
| 10.40am - 11.25am | Successfully Implementing ClickSoftware’s Scheduling and Mobility Solutions to Drive Enhanced Customer Service and Operational Efficiencies | Harrison Room |
| Speaker: JT Hwang, Chief Technology Officer, APX Alarm | ||
| 11.25am - 12.10pm | Introducing the Next Generation of Mobility Solutions | Harrison Room |
| Speaker: David Heyman, Director of Solution Consulting, ClickSoftware | ||
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| 12.10pm - 1.15pm | Lunch, Networking and Demo Pavilion | Dean Jones' Bar |
| 1.15pm - 1.45pm | Leveraging ClickSoftware’s ServiceOptimization Suite to Enhance Control, Visibility and Customer Service using a Franchised Service Workforce | Harrison Room |
| Speaker: John Graieg, National Operations Manager, Fisher & Paykel | ||
| 1.45pm - 2.30pm | Enterprise Wide Scheduling and Planning: Addressing your entire workforce management challenges | Harrison Room |
| Speaker: Mike Karlskind, Senior Business Analyst, ClickSoftware | ||
| 2.30pm - 3.00pm | The Role of Shift Scheduling in Service Chain Optimisation | |
| Speaker: Simon Arazi, Director of Product Management, ClickSoftware | ||
| 3.00pm - 3.30pm | Refreshment Break | Dean Jones' Bar |
| 3.30pm - 4.00pm | Ericsson India - Leveraging Workforce Optimisation for Managed Services Operations | Harrison Room |
| Speaker: Raman Muralidharan, Senior Director, Ericsson India | ||
| 4.00pm - 4.30pm | Show me the money! Measuring the Impact on the Balance Sheet of Workforce Management and Optimisation Solutions | Harrison Room |
| Speaker: Mike Karlskind, Senior Business Analyst, ClickSoftware | ||
| 4.30pm - 4.45pm | Conference Closing Remarks | Harrison Room |
| 4.45pm - 5.45pm | Cocktails at the Demo and Partner Pavilion | Dean Jones' Bar |