Warranty Chain Management Conference | Conference: Day Two

Conference: Day Two

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Wednesday, March 7th 2012

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EVENT
BREAKFAST (Sponsored by COGNIZANT) EXHIBITORS / NETWORKING / REGISTRATION
WELCOME ADDRESS A. Griffiths, WCM Conference Director
KEYNOTE PRESENTATION Merging Quality, Warranty and Service Strategies To Drive Transformation T. Bunch, Senior Vice President, Global Customer Support, Operations & G. Griffiths, Vice President, Global Engineering Services HEWLETT PACKARD
INDUSTRY UPDATE Annual Warranty and Service Contract Industry Update E. Arnum Editor WARRANTY WEEK
REFRESHMENTS / EXHIBITORS / NETWORKING
Track 1: Session 1 WARRANTY SYSTEMS & IMPROVEMENTS	Track 2: Session 1 WARRANTY ANALYTICS & DATA MANAGEMENT	Track 3: Session 1 EXTENDED SERVICE PLANS ~ PANEL DISCUSSION ~	Track 4: Session 1 REDUCING COSTS & MAXIMIZING PROFITS OF ESCs		Track 5: Session 1 RISK MANAGEMENT & WARRANTY FRAUD
Warranty Management Behind The Golden Arches A. Harvey Manager of Equipment Reliability, US Operations McDONALD’S CORPORATION Multi-tenant Warranty System For Global Conglomerates M. Belanger Jr. Warranty & Reliability Leader, Global Services INGERSOLL RAND & R. Pinto Director, Service Operations TAVANT TECHNOLOGIES Global Warranty Improvement Journey S. Cardines Enterprise Warranty Administration Manager CATERPILLAR	Predictive Analytics Can Improve Profits & Process 101 J. Appelbaum Global Chief Underwriting & Actuarial Officer THE WARRANTY GROUP Cost Analysis & Forecasting For Finances & Quality J. Hood Warranty Provisions & Data Analyst, Team Leader VOLVO POWERTRAIN Reducing Cost Of Ownership By Taking Advantage of “big data”/”the data exhaust” C. Bodell Warranty Solutions Architect SAS	Blazing New ESP Trails – How To Sell Them In The Aftermarket (Post POS) C. Bimschleger Executive Vice President COMMUNEFX (Moderator) *Distinguished Panel Members:* D. Vick Business Lead, Geek Squad Protection Post Purchase BEST BUY J. Vick Director of Service ACER CORPORATION K. Means Director, Service Contracts SEARS HOLDINGS CORPORATION	Maximize Profits From Your Extended Service Plan M. Leidlein Director, Business Development & J. Agnello President ADVANCED CUSTOMER SERVICES Reducing Costs In The Post – Warranty Phase Of Extended Warranties M. Schuler Executive Vice President Sales & Marketing PRODUCT SUPPORT SERVICES, INC. Optimizing Service Contracts To Maximize Gross Margin D. Froning Product Manager for Warranty Solutions SAS		Developing & Implementing An Effective Warranty Fraud Management Framework M. Ribeiro da Silva Head of Warranty Fraud & Opportunity Management NOKIA Holistic Cost Savings & Risk Management Through Effective Digitization Of Warranty Contracts N. Belhe Business Consultant, Manufacturing Industry Solutions Unit TATA CONSULTANCY SERVICES LTD. Applying Alternative Risk Structures To Benefit Your Warranty Risk Management Program C. Karo Member FROST BROWN TODD LLC
LUNCH (Sponsored by PEGASYSTEMS) EXHIBITORS / NETWORKING
Track 1: Session 2 WARRANTY MANAGEMENT IN THE AUTOMOTIVE INDUSTRY	Track 2: Session 2 METHODS TO REDUCE NO-FAULT-FOUND CLAIMS	Track 3: Session 2 RISK MANAGEMENT ~ PANEL DISCUSSION ~	Track 4: Session 2 EXTENDED SERVICE & BUY BACK PROGRAMS IN THE RETAIL INDUSTRY	Track 5: Session 2 CUSTOMER INSIGHTS & MARKET TRENDS 2011-2012
Automotive Loss Control & Relationship Development D. Larsen Dealer Claims Specialist SAFE-GUARD PRODUCTS INTERNATIONAL, LLC Keep A Franchise Dealer Network Happy About Warranty Control R. Gagel International Technical Support & Development Manager, Automotive SGS SA Journey To World-Class Warranty Management K. Yacoubian Director, Warranty Operations VOLVO POWERTRAIN	No-Fault-Found, Returned Parts And Vendor Recovery Management F. Kozlowski Technical Analyst, Warranty KOHLER Is No Trouble Found Really A Problem If There Are No Consequences? An Automotive Supplier Perspective R. DeArment Group Manager FIELD SERVICE ENGINEERING No-Fault-Found – Development Of An Adaptable Methodology B. McFadden Principal A.R.M.CONSORTIUM, INC.	The Role Risk Management Plays In Today’s Market P. Swenson President, Warranty Solutions FULCRUM (Moderator) *Distinguished Panel Members:* M. Yates Vice President, Risk Management & Underwriting ASSURANT SOLUTIONS C. Ward Asst. Vice President C.N.A. WARRANTY & RISK J. Kirsits Vice President & Actuary GPW ACTUARIAL SERVICES M. Paczolt Consulting Actuary MILLIMAN	Regulatory Compliance Of Service Contract & Buy Back Programs P. Kelley Senior Legal Counsel BEST BUY Developing And Implementing An Effective Retail Extended Warranty Program J. Watson Vice President, Sales, ESP & OEM GLOBAL WARRANTY GROUP Extended Service Contract Sales Training M. Bailey President SUPERIOR WARRANTY CONSULTING SERVICES	Warranty And Contract Management – Intersection Of Revenue Creation And Customer Service A. Pinder Senior Research Associate, Strategic Service Management ABERDEEN GROUP Consumer Research 2012: Consumer Insight For CE, Digital Imaging, Power Sports, Power Equipment & Automotive T. Piazza Executive Vice President, Consumer Research FULCRUM 2012 Trends And Techniques In The Extended Warranty Market J. Mostofi & C. Smith Presidents CHARTIS WARRANTY & SERVICE NET WARRANTY
REFRESHMENTS / EXHIBITORS / NETWORKING
Track 1: Session 3 WARRANTY MANAGEMENT & BEST PRACTICES	Track 2: Session 3 WARRANTY MODELING	Track 3: Session 3 CHALLENGES FACING GLOBAL EXTENDED WARRANTY PROVIDERS ~ PANEL DISCUSSION ~	Track 4: Session 3 FINDING THE TRUE VALUE OF EXTENDED SERVICE PROGRAMS	Track 5: Session 3 WARRANTY & EXTENDED WARRANTY INDUSTRY REGULATORY UPDATES & CASE LAW REVIW
Best Practices For End-To-End Warranty Solution A. Jajoo & M. Overly Senior Directors, Automotive & High Tech Industry ORACLE Warranty Management: 3 Questions: 1 Answered, 2 To Go R. Iyengar Principal Consultant INFOSYS Unlocking Value Through Comprehensive Warranty Management Practices J. Hattery Segment Lead for Automotive Consulting Practice & I. Masood Manufacturing, Logistics & Technology BPS Practice Leader COGNIZANT	Best Practices In Warranty Modeling From A Finance Point Of View L. Weber Managing Director DUFF & PHELPS Tips From An Actuary: Dangers & Implications Of Inappropriate Models In A Changing Economic Environment J. Kirsits Vice President & Actuary GPW ACTUARIAL SERVICES	Challenges Facing Global Extended Warranty Providers T. Marsh President, Global Warranty CHARTIS INSURANCE (Moderator) *Distinguished Panel Members:* T. Nickell Director BEST BUY D. Azzarito Asst. Vice President, Warranty Latin America Division CHARTIS INSURANCE T. Carnduff WILLIS (To Be Confirmed) M. Bailey President SUPERIOR WARRANTY CONSULTING SERVICES	Part 1: Modernization P. Swenson President, Warranty Solutions FULCRUM Part 2: Continuity S. Morrison Executive Vice President FULCRUM Part 3: Valuable Data, Loss Cost And Causal Part Analyses P. Swenson President, Warranty Solutions & S. McEwen Vice President FULCRUM	2011 – 2012 Warranty Industry Regulatory And Case Law Review B. Casey Partner LOCKE LORD BISSELL & LIDDELL, LLP & C. Karo Member FROST BROWN TODD, LLC Extended Warranty National Regulatory Update S. McDaniel Attorney BLANK & MEENAN, P.A. Asst. General Counsel & Executive Director SERVICE CONTRACT INDUSTRY COUNCIL How Can Warrantors Be Sued? Let Us Count The Ways B. Rathet Partner, Attorney BROMAGEN & RATHET, P.A.
EVENING COCKTAIL RECEPTION WITH HORS D’OEUVRES (Sponsored by FULCRUM) EXHIBITORS / NETWORKING

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