progagenda

PROGRAM OF EVENTS

© 2009 ALG Associates, LLC

Warranty
Chain
Management

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FULL PROGRAM
WITH SPEAKERS'
DETAILS

TUESDAY, MARCH 2, 2010

EVENT
BREAKFAST & NETWORKING
TRACK 10: WARRANTY MARKETING A PRACTICAL GUIDE TO WARRANTY MARKETING PANEL DISCUSSION	TRACK 11: DESIGN FOR WARRANTY, MAINTENANCE AND SERVICE EXCELLENCE PREPARING WARRANTY RISK-CERTIFICATES FOR COMPLEX PRODUCT STRUCTURES OPTIMIZING MAINTENANCE IN A CAPITAL INTENSIVE BUSINESS LEVERAGING INDUSTRY STANDARDS TO DRIVE SERVICE EXCELLENCE
COFFEE & NETWORKING

THURSDAY, MARCH 4, 2010

PRE-CONFERENCE WORKSHOP 1:

COLLECTION AND ANALYSIS OF WARRANTY DATA

PRE-CONFERENCE WORKSHOP 2:

D ESIGNING A SUCCESSFUL SERVICE CONTRACT PROGRAM

PRE-CONFERENCE WORKSHOP 3:

F RAUD DETECTION AND QUALITY ENHANCEMENT VIA TEXT AND DATA MINING

PRE-CONFERENCE WORKSHOP 4:

FROM STUMBLING BLOCK TO STEPPING STONE - ACCELERATED WARRANTY
TRANSFORMATION UTILIZING WARRANTY VALUE ENGINEERING

EVENING REGISTRATION

WELCOME RECEPTION DRINKS & HORS D'OEUVRES
(Sponsored by SAS)

WEDNESDAY, MARCH 3, 2010

EVENT
BREAKFAST NETWORKING & REGISTRATION
WELCOME ADDRESS
KEYNOTE PRESENTATION: S TRATEGIC WARRANTY MANAGEMENT
INDUSTRY UPDATES UPDATE ON THE WARRANTY INDUSTRY
COFFEE BREAK & NETWORKING
TRACK 1: WARRANTY MANAGEMENT & TRANSFORMATION IMPLEMENTATION OF A WEB- BASED WARRANTY SYSTEM - THE TRANSFORMATION CONTINUES WARRANTY TRANSFORMATION - THE JOURNEY & EXPERIENCES WARRANTY: HOW LITTLE DOES YOUR COMPANY KNOW?	TRACK 2: WARRANTY MANAGEMENT & CUSTOMER EXPERIENCE IMPROVING CUSTOMER EXPERIENCE & REDUCING WARRANTY CLAIMS UTILIZING WARRANTY TO IMPROVE CUSTOMER SERVICE & EXPERIENCE BALANCING WARRANTY COSTS & CUSTOMER SATISFACTION LEVELS	TRACK 3: EXTENDED WARRANTY CONTRACTS THE ROLE OF TECHNOLOGY IN DRIVING AN OUTSTANDING CUSTOMER SERVICE EXPERIENCE EXTENDED WARRANTY NATIONAL REGULATORY UPDATE SERVICE CONTRACT LAW BRIEFING
LUNCH & NETWORKING

TRACK 4: WARRANTY OUTSOURCING & PARTNERING OUTSOURCING SERVICE CONTRACTS THE INS AND OUTS OF SERVICE OUTSOURCING PARTNERING FOR GROWTH IN A COST-DRIVEN SALES ENVIRONMENT	TRACK 5: IMPROVING WARRANTY REVENUE & COMPETITIVE ADVANTAGE MANAGING WARRANTY AND POST WARRANTY REVENUE OPPORTUNITIES MAXIMIZING WARRANTY SALES USING EFFECTIVE MANAGEMENT TECHNIQUES INFORMATION VISIBILITY: HOW DISCRETION DRIVES COMPETITIVE ADVANTAGE	TRACK 6: WARRANTY PROTECTION & PREVENTION PROCESSES PRIVACY, TELEMARKETING, CANSPAM AND YOU: THE CURRENT STATE OF AFFAIRS PROTECTING THE REPUTATION OF YOUR PRODUCT & REDUCING WARRANTY REPAIR ESIGN: PRACTICAL TIPS ON DESIGNING & IMPLEMENTING AN EFFECTIVE ELECTRONIC SIGNATURE PROCESS
COFFEE BREAK & NETWORKING
TRACK 7: DESIGN FOR WARRANTY & CUSTOMER SELF-REPAIR COMPETITIVE ADVANTAGE & REVENUE BENEFITS FOR SELF-REPAIR DESIGN FOR CUSTOMER SELF-SERVICE WARRANTY PANEL DISCUSSION	TRACK 8: WARRANTY ENTITLEMENT AND FRAUD COST SAVING BENEFITS OF AN EFFECTIVE WARRANTY ENTITLEMENT SYSTEM BEYOND BUSINESS RULES: USING ANALYTICS TO STOP CLAIM FRAUD COUNTERFEIT PARTS	TRACK 9: WARRANTY AND THE LAW UNDERSTANDING THE BASICS OF LEMON LAWS LEGAL ISSUES AND WARRANTIES MAGNUSSON MOSS WARRANTY PRIMER ACT
NETWORKING COCKTAIL EVENT WITH HORS D'OEUVRES (Sponsored by: Fulcrum)

TRACK 12: USING ANALYTICS TO REDUCE COST COUNTING CLAIMS, OR SOLVING PROBLEMS: WHERE'S THE VALUE? OPTIMIZING PRODUCT IMPROVEMENT THROUGH WARRANTY ANALYTICS FIXING NON-HARDWARE PROBLEMS	TRACK 13: WARRANTY COST ESTIMATION & FORECASTING ACTUARIAL SCIENCE 101: A BASIC INTRODUCTION TO ITS APPLICATION TO ESTIMATING WARRANTY COSTS ACCOUNTING METHODOLOGY AND IMPACT ON WARRANTY RESERVES PRICE OPTIMIZATION FOR THE WARRANTY INDUSTRY WARRANTY PREDICTION WITHOUT FEAR, RISK OR UNPLEASANT SURPRISES	TRACK 14: IWCM LEGAL UPDATE PANEL DISCUSSION: WARRANTY LEGAL UPDATE
LUNCH & NETWORKING
TRACK 15: OEM BEST PRACTICES To Be Confirmed	TRACK 16: IMPROVING PROFITABILITY OF EXTENDED WARRANTY PROGRAMS TRANSITIONING CUSTOMERS FROM MANUFACTURER'S WARRANTY TO SERVICE CONTRACT BUILDING AN EFFECTIVE EXTENDED WARRANTY PROGRAM FOR MANUFACTURERS	TRACK 17: SETTING WARRANTY POLICIES & MAXIMIZING SUPPLIER COST RECOVERY WARRANTY COST RECOVERY WITH YOUR SUPPLIERS A VISIT TO DOC WARRANTY'S OFFICE VISUAL WARRANTY MANAGEMENT
COFFEE BREAK & NETWORKING
PANEL DISCUSSION: W ARRANTY MANAGEMENT IN A CHANGING GLOBAL ECONOMIC ENVIRONMENT