PROGRAM OF EVENTS
Tuesday 13th March 2007
TIME
9:00am – 10:30am
EVENT
PRE-CONFERENCE WORKSHOP 1:
Warranty & ESP Loss Costs: Tools To Calculate, Understand, Reduce & Optimize
Presenters: Paul Swenson, President
&
Scott Morrison, Executive Vice President
FULCRUM ANALYTICS, INC.
9:00am – 12:00pm
PRE-CONFERENCE WORKSHOP 2:
Warranty Management: The Financials, The Regulatory & The Operational Aspects
Presenters: Dr. Nandit Soparkar, Founder & CEO
&
Dr. Keith Thompson, Director of Software & Services
UBIQUITI, INC.
1:00pm – 4:00pm
PRE-CONFERENCE WORKSHOP 3:
Netting It Out: Warranty Benchmarking & Value Assessment
Presenters: David Froning, Product Manager For Warranty Solutions
&
Greg Spraker, Consulting Engineer
SAS
1:00pm – 4:00pm
PRE-CONFERENCE WORKSHOP 4:
Dynamic Modeling For Developing Warranty Strategies & Systems
Presenter: Chris Soderquist
President
PONTIFEX CONSULTING
5:00pm – 9:00pm
EVENING REGISTRATION
7:00pm – 9:00pm
WELCOME RECEPTION DRINKS & HORS D’OEUVRES (Sponsored by SAS)
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Wednesday 14th March 2007
TIME
EVENT
7:00am – 8:00am
CONTINENTAL BREAKFAST & REGISTRATION
8:00am – 8:15am
WELCOME ADDRESS
Alison Griffiths, WCM Conference Director & President, ALG Associates
KEYNOTE PRESENTATION
8:15am – 9.00am
Globalization, Technology Adoption, Rising Service Expectations and the impact on Warranty Chain Management
Steve Manning, Senior Vice President – Global Services
SOLECTRON
9:00am – 10:00am
GENERAL SESSION 1: THE STATUS OF THE WARRANTY INDUSTRY
Update on the Warranty Industry
Eric Arnum, Editor
WARRANTY WEEK
What Does Your CEO Know And Is Doing About Warranty?
Joe Barkai, Program Manager
MANUFACTURING INSIGHTS (an IDC Company)
10.00am – 10:30am
10:30am – 12:30pm
COFFEE BREAK
Track 1: GLOBALIZATION & GROWTH
Track 2: PUTTING TOOLS TO USE
Warranty As A Driver For Growth
Cliff Wagner
PSG Commercial Support & Warranty
HEWLETT PACKARD
Warranty Root Cause Analysis Process
Paul Garand
In Plant CoE Engineering Manager
MAGNA CLOSURES
How Globalization & Corporate Acquisitions Add
Complexity To Warranty Processes
William Eliason
Global Warranty Finance
SUN MICROSYSTEMS
Drill Quality From Warranty Data:
Case Study Of Shanghai General Motors – SWA
Nanxiang Gao
Warranty Analysis & Support Engineer
SHANGHAI GENERAL MOTORS
Best Practices In Warranty Management
Kevin Coogan
Warranty Cost/Supplier Quality Manager
SCOTSMAN ICE SYSTEMS
Hewlett Packard’s Use of Data-Driven Techniques To
Prioritize Warranty Initiatives
Dorothea Kuettner, Distinguished Technologist
&
Lorne Miller, BCS Warranty Program Manager
HEWLETT PACKARD
Warranty Management Systems
Paul Garand
In Plant CoE Engineering Manager
MAGNA CLOSURES
12:30pm – 1:30pm
Making Product Registrations Useful
For Both Consumers & Corporations
Brian Berg, President
MEDIAKUBE, LLC
LUNCH
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1:30pm – 3:30pm
Track 3: WARRANTY FINANCE & FRAUD
Track 4: MANAGING EXTENDED WARRANTIES
Don’t Forget Your Warranty Obligations – Disclosure &
Compliance Under Sarbanes-Oxley
Stacy S. Ingram
Attorney
McKENNA LONG & ALDRIDGE LLP
Who’s Responsible?
Warranty Litigation Involving Consumer Products Covered
Under Multiple Warranties
Paul E. Wojcicki
Shareholder
SEGAL McCAMBRIDGE SINGER & MAHONEY, LTD
Rightsizing Your Accruals
Transforming Lazy Capital To Working Capital
Greg Spraker
Consulting Engineer
SAS
Uncovering Warranty Abuse: Using I.T. Tools To
Facilitate Focused Investigation Of Warranty Abuse
Audrey Finot, IPG Consumer Operations
&
Angela Narvaez, Corporate Security
HEWLETT PACKARD
Protecting Profit By Stopping Fraud
Bill Roberts
Quality & Service Practice Manager
SAS
3:30pm – 4:00pm
4:00pm – 5:30pm
ESP Aftermarket & Renewal Sales & Marketing
Optimization: The Pitfalls Of Campaign Management
Paul Swenson, President
&
Scott Morrison, Executive Vice President
FULCRUM ANALYTICS
The Strategic Advantage Of Offering
An In-House Extended Service Program
Rachel Cater
Manager of Extended Services Department
GOODMAN GLOBAL, INC.
Going Global: Considerations For The Cross-Border Sale Of
Warranties & Service Contracts
Jonathan R. Friedman & Chris Baugher
Attorneys
McKENNA LONG & ALDRIDGE LLP
COFFEE BREAK
Track 5: COST REDUCTION &
CUSTOMER SATISFACTION
Track 6: WARRANTY SERVICES,
LOGISTICS & RISK
Track 7: WARRANTY RECALL
MANAGEMENT
Reducing Costs & Increasing
Customer Satisfaction From
Authorized Third Party Service
Organizations
Mike Ehlers
Vice President, Service
SONY ELECTRONICS
Aftermarket Services: Optimizing
Warranty Operations Through
Focusing On The Full Aftermarket
Tom DePew
Senior Transformation Executive
EDS
Panel Discussion
Warranty Cost Reduction
With Global Data
Kjell Hammarstrom
Warranty Cost Program Manager
SUN MICROSYSTEMS, Sweden
The Increasing Importance Of
Reverse Logistics For Technology
Companies
David Cope
Consultant
MGH Consulting, UK
Reduction Of No-Fault-Found
Paul Bittorf
Services Program Manager
CompTIA
Warranty & Cost Reduction
John M. Cachat
Chairman & Founder
IQS, Inc.
(Panel Members To Be Confirmed)
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Thursday 15th March 2007
TIME
EVENT
7:00am – 8:00am
CONTINENTAL BREAKFAST
8:00am – 8:45am
KEYNOTE PRESENTATION
Warranty Management In A Global Environment
Bill Owens
Vice President, Service & Support
LENOVO
8:45am – 9:45am
GENERAL SESSION 2: INDUSTRY UPDATES
Proving The Concept – An Update On Early Warning Standards
AUTOMOTIVE INDUSTRY ACTION GROUP (AIAG)
The Formation Of The Institute Of Warranty Chain Management (iWCM)
Glen Griffiths
President
INSTITUTE OF WARRANTY CHAIN MANAGEMENT
9:45am – 10:15am
10:15am – 12:15pm
COFFEE BREAK
Track 8: BEST IN CLASS WARRANTY
Track 9: WARRANTY ANALYTICS
Sales After Service Survey
Cheryl Herrity
APQC
(To Be Confirmed)
Knowledge-Enabled Warranty – Concept Extraction For
Expedited Problem Resolution & High Reliability Design
Stephen Brown
Vice President of Strategic Marketing
INVENTION MACHINE CORPORATION
Becoming Best-in-Class
David Froning
Product Manager For Warranty Solutions
SAS
Warranty Data Analytics: Applied “Data Mining”
Pramrod P. Khargonekar
Dean of the College of Engineering
UNIVERSITY OF FLORIDA
Developing Warranty Excellence
Carl Dalby
Consultant
PCUBED
Closed-Loop Early Warning System – Creating
Competitive Warranty Edge
Brian Walker
Director, Automotive Americas, Worldwide Manufacturing &
Distribution Industries (MDI) Group
HEWLETT PACKARD
12:15pm – 1:15pm
Warranty Analytics: Decision Support With Text
Dr. Keith Thompson, Director, Software & Services
&
Dr. Thomas Nadeau, Director, Data Integration
UBIQUITI, INC.
Warranty Statistics: Why This Is Important
Dr. Vadim Kozyrkov
President
ACULOCITY
LUNCH
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1:15pm – 2:45pm
Track 10: END-TO-END
MANAGEMENT PROCESSES
Track 11: WARRANTY & THE LAW
Track 12: WARRANTY PROCESSES &
TECHNOLOGIES
Web-Based Warranty Lifecycle
Management System (1 hour)
Jeff Stewart, Vice President, Operations
TAKEUCHI
&
Kevin Krakora, Director
Marketing & Service
MITSUBISHI CATERPILLAR
FORKLIFT AMERICA
The Current State Of Warranty
Litigation Involving Consumer
Products & Anticipated Future
Trends
Paul E. Wojcicki
Shareholder
SEGAL McCAMBRIDGE SINGER &
MAHONEY, LTD
Warranty Chain Management – A
Holistic New Approach To Reduce
Warranty Liability, Risk & Cost
Al Alaverdi
Vice President, Customer Advocacy
SIGMAQUEST
Development Of Warranty Process To
Support Corporate Objectives
Jeff Winner
National Service & Warranty Manager
KOMATSU
A Rules-Based Global Warranty
System
Jonathan Mitten
Technical Architect
ENTIGO CORPORATION
2:45pm – 3:15pm
3:15pm – 4:15pm
Warranty Management & The
Regulatory Environment
Brian T. Casey
Partner
LORD, BISSELL & BROOK LLP
The Devil Is In The Details: Leveraging
Text Analytics To Reduce Warranty
Expense
Dr. David Bean
Co-Founder & CTO
ATTENSITY
The Intersection Of Warranties,
Service Contracts & Insurance
Robert Ansehl
Partner
FULBRIGHT & JAWORSKI LLP
The Year In Review:
Emerging Trends In Warranty &
Service Contract Litigation (& How
To Avoid Them)
Jonathan R. Friedman
Attorney
McKENNA LONG & ALDRIDGE
LLP
Streamlining Warranty Chain
Management Using RFID Technology
Joe Barkai
Program Director
MANUFACTURING INSIGHTS
(an IDC Company)
Legal Aspects Of Electronic Signatures
For An e-Warranty Process
Patrick J. Hatfield
Partner
LORD, BISSELL & BROOK LLP
COFFEE BREAK
PANEL DISCUSSION:
How Globalization Is Impacting On Warranty Management
Marianne Grant (Moderator)
Director
ProQuest Business Solutions
Bill Owens
Vice President, Service & Support
Lenovo
David Froning
Product Manager For Warranty Solutions
SAS
Mike Ehlers
Vice President, Service
Sony Electronics (To Be Confirmed)
Eric Arnum
Editor
Warranty Week (To Be Confirmed)
Kjell Hammarstrom
Warranty Cost Program Manager
Sun Microsystems, Sweden (To Be Confirmed)
CLOSING ADDRESS
4:15pm – 4:25pm
Alison Griffiths, WCM Conference Director & President, ALG Associates
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