AIPC Facility Operations Summit
Barcelona, November 16 and 17, 2014
AGENDA
Customer Service: What Does it Mean in Today’s World?
Satisfying the broad and varied expectations of clients, delegates, exhibitors and sponsors
has become an increasing challenge as participant brings a different set of objectives.
However there is one common theme – an increasing need for a measureable return on the
time and cost associated with the event. Centre managers must understand the latest
requirements for each of these customer groups in order to provide the levels of service that
are now needed- andt his year’s Facility Operations Summit program will provide the
opportunity to share the latest experiences and ideas from all over the world on how to deal
with the most important issues facing Centre managers today.
Day 1: Sunday, November 16
Location: Barcelona International Convention Centre (CCIB) > Meeting room 116
Address: Rambla Prim 1-17, 08019 Barcelona - map
Access: will be through Entrance Door D and escalator D
09:00-09:10
Welcome Geoff Donaghy, President AIPC
09:10-09:45 Summit Introduction and World Cafe: Barbara Maple, Chair Facility
Operations Summit
09:45–11:15 Hosting High Profile High Security Events
Learnings from the successful hosting of the Nuclear Security Summit at the World Forum
Convention Centre, Den Haag and related challenges will provide an opportunity to better
understand current realities in dealing with high profile events.
Michiel Middendorf, General Manager and Marije Bouwman, Security & Safety Manager |
World Forum Convention Centre, Den Haag
11:15–11:45 Networking break
Anticipating Future Technology Requirements and Services: The rapidly changing world
of technology is a key component of a successful event. This session will offer insights
ranging from new developments in audio visual to the latest requirements for digital
infrastructure, wifi and venue capacity.
11:45 – 12:30 Part 1: Hans Friis, Executive Director | Teletech Conference Communication
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12:30-13:30
Networking Lunch
13:30-14:30
Part 2: Jürgen Kupczik, Director Technical Event Management | Messe
Frankfurt Venue GmbH
And Willi Duetsch, Technical Director CEMEA | Xirrus
14:30-15:30
Convention Centre Development
Despite increasing competition, convention centre expansions, renovations and new buildings
continue. Case studies will provide insights into why and how this is ongoing.
Scott Ferguson, President and CEO | Halifax Convention Centre
Geoff Donaghy, CEO | International Convention Centre Sydney (ICC Sydney)
15:30:-15:45 Networking break
15:45-17:00
Implications of Insourcing vs. Outsourcing Services
Discuss the various models in practice to manage services including through an internal
department, working with an external resource and what the implications are for your
organization and service standards.
Geoff Fenlon, Managing Director | Belfast Waterfront Conference and Exhibition Centre
17:00 CCIB site visit
18:00 Transfer by bus to Tapas Evening hosted by EIBTM: Restaurant Orio
Address: Av. Francesc Cambó, 23 Barcelona
Tel +34 933101818
Location on google maps
Day 2: Monday, November 17
Location: Fira Gran Via > Conference Centre room 5.3
Entrance via Avda. Juan Carlos I, 58 - 08908 L'Hospitalet de Llobregat (Barcelona)
09:00
Welcome: Sallie Coventry, Portfolio Director, IBTM Global Events Portfolio
09:15-10:45
Future-Proofing your Service Delivery
The objectives for corporate and association events are changing in order to address
attendee requirements. Engaging with the audience, new forms of networking and how to
track investments are leading to new meeting formats, space configurations and new use of
technologies.
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Oscar Cerezales, COO Asia Pacific | MCI
Eric Mottard, Managing Director | Grupo eventoplus
Klaus Span, Executive, Centre of Excellence, Product Mgmt. & Business Development
Server Sales EMEA | IBM Corporation
10:45:– 11:15 Networking break
11:15 – 12:15 Exhibitions: New objectives, New Formats. What You Need to Know!
Exhibitions have a very different set of objectives than association and corporate meetings
and understanding these objectives is an important component of a centre managers
responsibilities. Current challenges and new developments from the perspective of a leader
in the exhibition world will provide key information that will assist convention centre managers
in providing the required services.
Piers Kelly, Operations Director | Reed Exhibitions Ltd
12:15 – 13:00 Networking Lunch
13:00 – 14:00 Motivating Your Team - the Key to Customer Service
Managing events and client services is a challenging business, and ensuring that your
organizational culture encourages a high performing team is critical to successful customer
relations. Learn how to encourage internal and external behaviours amongst departments
and clients.
Olga Figuerola, Director of Human Resources | Fira Barcelona - Barcelona Congress Center
14:00-15:00
Trends in Sustainability
Is sustainability a trend whose time has passed, or are venues and events continuing to
develop new methods for reducing their impact and costs. A case study will explore how and
why the new Kap Europa completed DNGB certification.
Jan Zak, Senior Auditor, Senior Trainer | DGNB (German Sustainable Building Council)
Jürgen Kupczik, Director Technical Event Management | Messe Frankfurt Venue GmbH
15:00-15:15
Networking Break
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15:15-16:30
Key issues lab
Share key solutions and program takeaways and identify approaches attendees can
implement when faced with these challenges in the future.
Topics
Table hosts
Sustainability. New Components of a Sustainability Plan
Russell Forshaw | Manchester
Making Technology Work
Christian Mueller | München
Communicating with clients: best methods, negotiation tactics
Minna Sauramaa | Helsinki
Quality Standards
Geoff Fenlon | Belfast
Innovative Revenue Generators
Michiel Middendorf | Den Haag
Emergency Preparedness
Marcia Lyons | Calgary
16:30-17:00
Site visit of the Gran Via venue and Convention Centre
Behind the scenes of EIBTM followed by cocktail
Tuesday, November 18:
08:00-08:45
Breakfast and site visit of Palau de Congresos de Catalunya
Make your own way to Avenida Diagonal 661-671, 08028 Barcelona - map
09:00 Transfer to FIRA by EIBTM shuttle
departing from the Rey Juan Carlos Hotel
10:00
Visit EIBTM
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