Field Service Europe 2017

December 06-December 08, 2017

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

06 December: Service Industry Standards Day

9:00 - 9:45 What Are The SCP Standards For The Service Industry?

Hilbrand Rustema, Managing Director, Noventum
Presentation and content demonstration of the Service Capability & Performance programme (SCP) and Best Practice Library as the Service Industry Standards that establish the global benchmark for service excellence. Adopted by service and support organisations around the world, the SCP Standards provide the global benchmark of service excellence. Developed by Service Strategies Inc & Noventum Service Management, in cooperation with approximately 50 leading service and support organisations from around the world, the SCP Standards have enhanced the capabilities and performance of service and support operations worldwide since 1998. With now more than 200 participating companies, the SCP Standards quantify service effectiveness based upon stringent performance benchmarks and represent industry best practices.


Hilbrand Rustema

Managing Director

9:45 - 10:30 Why Do Companies Use The SCP Standards For The Service Industry?

Trausti Árnason, Global Service Director, Marel Food Systems
Mr Trausti Árnason, Global Service Director of Marel, will present their transformation programme – named “Simpler, Smarter, Faster” – in which they since 2014 successfully used the SCP Standards for the Service Industry to design and implement ‘a Global Service Delivery Model’ - from installation, to all service activities and customer care initiatives - as well as the implementation of a new Field Service Management solution. The programme has over-achieved its targets for customer experience improvement, growth and profitability improvement.


Trausti Árnason

Global Service Director
Marel Food Systems

10:30 - 11:00 Benchmarking Your Service Business

Benchmarking your service business to identify the improvement potential and define your service vision and strategy. How the SCP programme financial and operational benchmarking creates alignment amongst management teams on how a best in class service business should operate.

11:00 - 11:30 Energy Booster: Espresso, Healthy Snacks, Games & Networking In The Exhibit Hall

11:30 - 12:00 Select Software Vendors

Using the SCP IT Compliance programme to select and implement Industry Standard Software Applications that have proven to be compliant with the requirements of SCP and will enable implementation of Best Practices.

12:00 - 12:30 How To Implement A Best In Class Global Service Operating Model Using the SCP Best Practice Library

John Prendergast, Corporate Advisor - Service, Marel Food Systems
How to Implement a Best in Class Global Service Operating Model using the SCP Best Practice Library to change people behaviour, enable everybody to understand very precisely what to do and how performance can be objectively measured. How companies break down a complex service transformation into small and manageable components that can be implemented step by step.


John Prendergast

Corporate Advisor - Service
Marel Food Systems

12:30 - 13:15 Management Training And People Development With SCP Certified Training Programmes

Management Training and People Development with SCP Certified Training Programmes that make business processes sustainable with well-defined roles and competency requirements, comprehensive work instructions, training materials, and performance metrics.

13:15 - 14:15 Lunch

14:15 - 16:30 Best Practice Workshop: Using Customer Experience Design To Change Your Culture To “Service Thinking” By Implementing SCP Standards

Participants will work in small groups to use Customer Experience Design as a methodology to identify opportunities to improve customer experience and to redesign the customer experience using SCP Standards and best practices. The methodology can be used by any manager that would like his team to be able to deliver a unique brand-driven customer experience by creating and outside-in view of your business as your customers are experiencing their day to day interaction. Customer Experience Design makes everybody in the team aware of how they are living up to the expectation of their customers and how they can continuously improve by implementing SCP Standards and Best Practices.

16:30 - 17:15 Proost!: Belgium Beer, Fries & Waffles + Games & Networking In The Exhibit Hall

17:15 - 18:00 How To Optimise Your Service Parts Business

Cees van Wichen, Senior Consultant, Noventum
Using the SCP Service Parts Management Standards to enable different regions and divisions of a company with different service maturity levelsworking towards the same vision and standards.


Cees van Wichen

Senior Consultant
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