Field Service Medical 2019

February 25 - 27, 2019

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Day Two, Februarys 26, 2019: INNOVATE TO COMPETE: Leveraging IoT and State-of-the-Art Technologies to Deliver Better Customer Experience and Patient Care

7:30 am - 8:30 am Continental Breakfast & Registration

7:30 am - 8:30 am Breakfast VIP Think Tank – Field Service and Support Leaders *Invite-Only – pre-event RSVP required

*Invite-Only – pre-event RSVP required

8:30 am - 8:35 am Welcome Remarks & Benchmarking

Antonia Kay - Program Director Field Service Medical
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Antonia Kay

Program Director
Field Service Medical

8:35 am - 8:50 am Chairperson’s Opening Address

8:50 am - 9:10 am Keynote: The Transformative Power of Technology in the Medical Device Sector

Hogie Saunders - Vice President of Service and Clinical Operations Ziehm Imaging – OrthoScan, Inc
Explore groundbreaking advances in connectivity, big data and artificial intelligence (AI) that ignite industry innovation and progress in development of automated products and future-proof healthcare solutions.

Hogie Saunders

Vice President of Service and Clinical Operations
Ziehm Imaging – OrthoScan, Inc

9:10 am - 9:30 am Case Study: Illumina Proactive: Transforming Medical Device Diagnostics with AI Capabilities

Landon Vaughn - Senior Director, Customer Solutions Illumina
Join Landon to hear about Illumina’s AI-enabled monitoring service and the essential role of tracking and leveraging instrument performance data in:

-Enabling proactive maintenance
-Maximizing instrument uptime
-Troubleshooting runs more efficiently
-Preventing loss of time, labor, and precious samples

Landon Vaughn

Senior Director, Customer Solutions
Illumina

9:30 am - 10:10 am Panel Interactive: Harnessing the ROI of IoT and Real-Time Analytics in Field Service and Support

Jeff Journey - Senior Director of Service Strategy Thermo Fisher Scientific Aaron Goryl - General Manager, In-House & On-Demand Services GE Healthcare
According to an IDC's Worldwide Semiannual Internet of Things Spending Guide, worldwide IoT spending is forecast to sustain a compound annual growth rate (CAGR) of 14.4% through the 2017-2021 forecast period surpassing the $1 trillion mark in 2020 and reaching $1.1 trillion in 2021. Leading medical device organizations have already started their digital transformation journey, and our expert panelists will delve into the role of automation and real-time analytics in reshaping their field service management and discuss how they are harnessing the ROI of the IoT technology they have implemented. The main takeaways include:

-Achieving company-wide, executive-level buy-in on pioneering the adoption of  the Internet of Things (IoT) 
-Evaluating your business processes to find balance between your business needs and strategic vision
-Aligning your processes and human resources with digitalization objectives to unlock the true value of IoT
-Developing a system of metrics and KPIs to demonstrate the ROI on IoT investment
-Automating field service to reduce callbacks and achieve the goal of expedited troubleshooting
-Monitoring performance for continuous improvement

Jeff Journey

Senior Director of Service Strategy
Thermo Fisher Scientific

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Aaron Goryl

General Manager, In-House & On-Demand Services
GE Healthcare

10:10 am - 10:30 am Keynote: Transitioning from Reactive to Proactive Service

Bradley Devine - Senior Director Operations, IV Solutions Omnicell
Reactive service approach can be detrimental to your relationship with the customer and your business in general. While fixing unexpected equipment breakdowns as soon as they happen is important, the high costs associated with operating in reactive mode can never be returned. 

Nevertheless, the transition to a proactive service model cannot be completed with a simple flip of a switch. Join the discussion about the roadblocks Omnicell encountered upon transitioning to preventative maintenance and the evolutionary steps the company took to:

-Analyze historical data to conceptualize proactive maintenance timelines and decisions
-Develop predictive analysis and algorithms to predict failures before they happen
-Select the right technology to complete the transition to proactive service  
-Embed sensor technology in field service for real-time equipment performance monitoring

Bradley Devine

Senior Director Operations, IV Solutions
Omnicell

10:30 am - 11:10 am Morning Refreshment Break in the Exhibit Hall

11:10 am - 11:30 am Innovation Showcase

11:30 am - 12:30 pm MedTech Innovators Showcase

This showcase is your one-stop shop for all things innovation. Hear from early-stage medical device companies that are changing the industry landscape with breakthrough technology and unique treatment programs and products.

12:30 pm - 1:30 pm Luncheon For All Attendees

12:30 pm - 1:20 pm Women in Field Service Meetup *Limited Availability – pre-event RSVP required

*Limited Availability – pre-event RSVP required
Swarna Alcorn - Vice President of Service Olympus Corporation of the America

Swarna Alcorn

Vice President of Service
Olympus Corporation of the America

Track A: Cybersecurity, Systems Interoperability & Compliance

1:30 pm - 1:40 pm Track Chairperson’s Opening Address

1:40 pm - 2:00 pm Case Study: Cybersecurity and Patient Data Protection

Ahmar Matthews - Director, Data and Support Services Cardinal Health
A rapid deployment of connected technologies into the healthcare marketplace create a plethora of cybersecurity risks, and one of the major challenges that HCPs are trying to overcome is protecting their systems and securing patient data. 

This session offers an overview of best practices in:

-Planning for and avoiding random system faults
-Securing critical infrastructure from cyber attacks to protect patient data 
-Maximizing the benefits of connectable, interoperable technologies

Ahmar Matthews

Director, Data and Support Services
Cardinal Health

2:00 pm - 2:20 pm Innovation Showcase

Track B:  Resource Optimization – Doing More with Less

1:30 pm - 1:40 pm Track Chairperson’s Opening Address

1:40 pm - 2:00 pm Case Study: Best Practices in Increasing First Time Fix Rates and Customer Satisfaction

Wade Brown - Zone General Manager, Service GE Healthcare
Apart from customer satisfaction, a service operation’s first time fix rate is a clear measurement of how well the organization is functioning.

This case study explores key success factors and steps to ensuring that your FSEs are equipped with the knowledge, right tools and technology to be able to overcome onsite challenges and deliver exceptional customer experience:

-Ensuring that field technicians get to scheduled maintenance visits on time
-Accommodating urgent, unplanned visits
-Providing technicians with immediate access to repair history records, technical support data, troubleshooting information, ordering and call reporting tools

Wade Brown

Zone General Manager, Service
GE Healthcare

2:00 pm - 2:20 pm Innovation Showcase

Track C: Creative Boardrooms

1:20 pm - 2:20 pm Regulatory Meetup: One-On-One With the FDA **By Appointment Only, Limited-Seating**

**By Appointment Only, Limited-Seating**
Daniel Walter - Supervisor, Consumer Safety Officer FDA Susan Schwartz - Associate Director for Partnerships FDA Francisco Vicenty - Case for Quality Program Manager FDA
To reserve your 10-minute time slot, contact Antonia Kay at antonia.kay@wbresearch.com

Daniel Walter

Supervisor, Consumer Safety Officer
FDA

Susan Schwartz

Associate Director for Partnerships
FDA

Francisco Vicenty

Case for Quality Program Manager
FDA

Join the debate about the evolutionary steps healthcare stakeholders can take to create industry standards and achieve the goal of multivendor interoperable systems
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Marlene Kolodziej

AVP, Service Delivery, Enterprise Technology Services, Office of the CIO
Northwell Health

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F. Mike Busdicker

System Director, Clinical Engineering
Intermountain Healthcare

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Jacob Elisha

Director, Worldwide Technical Service
Biosense Webster

3:00 pm - 3:40 pm Panel Interactive: Medical Device Cyber Risk Management throughout the Product Lifecycle

Join our expert speakers for a debate about the latest cybersecurity tools and technologies and how you can leverage these capabilities throughout the product lifecycle. The main takeaways include:

-Premarket cybersecurity planning and risk mitigation
-Early-on detection of potential security compromises 
-Connecting and automating your devices securely to close the gaps in networks
-The pros and cons of legacy equipment retrofitting

2:20 pm - 3:00 pm Panel: Gaining Parts Management Visibility and Service Efficiency through Mobility and Connective Technologies

Shrinaath Chidambaram - Senior Director, Service Parts Supply Chain Philips Richard Reynolds - Group Vice President – Commercial Operations Olympus
If you are looking into transforming your parts management programs with connected tools, this panel session will help you understand your options in selecting the right technology, reducing costs and gaining efficiency by:

-Accessing accurate, real-time view into workflow activity and parts
-Streamlining communication and training FSEs remotely to increase first time fix rates and customer satisfaction
-Scaling your parts management to customer demand

Shrinaath Chidambaram

Senior Director, Service Parts Supply Chain
Philips

Richard Reynolds

Group Vice President – Commercial Operations
Olympus

3:00 pm - 3:40 pm Talk-Show Panel: Tracking and Measuring Goals and Key Performance Indicators in Field Service

Aleem Khawaja - Service Process Integrator BD Life Sciences
This panel explores various approaches in setting goals for your field service and measuring essential KPIs and metrics that allow you to align your overall business objectives against pre-determined goals:

-For field service technicians, which goals or KPIs should you measure?
-Should high first-time-fix be on the top or should low repeat calls be measured too? 
-What impact each of these metrics has on  overall customer satisfaction?

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Aleem Khawaja

Service Process Integrator
BD Life Sciences

2:30 pm - 3:30 pm Essential Technologies For Mobile Field Service Management **Limited seating, advance sign-up required**

**Limited seating, advance sign-up required**
To reserve your seat, contact Antonia Kay at antonia.kay@wbresearch.com

3:40 pm - 4:20 pm Afternoon Networking and Refreshment Break in the Exhibit Hall

4:20 pm - 4:40 pm Regulatory Keynote: FDA CDRH Reorganization: One-Stop Shop for Regulatory and Compliance Information

Daniel Walter - Supervisor, Consumer Safety Officer FDA
By the end of 2018, the industry anticipates the approval of the FDA Center for Devices and Radiological Health’s (CDRH) plan for reorganization, which will result in the downsizing of the Center’s seven offices into four. Join this keynote for an overview of what drove this effort, the reorganization plan specifics you should be aware of and some of the restructuring implications for your business.

Daniel Walter

Supervisor, Consumer Safety Officer
FDA

Do regulatory compliance challenges and concerns keep you up at night? This year, you have a unique opportunity to send your questions to our expert panelists from the FDA before the event to have them research your inquiry and provide the most thorough and concise answer at the forum. You get a chance to shape the discussion, so don’t miss out on the opportunity to get your voice heard! Submit your questions to the FDA via email at antonia.kay@wbresearch.com

Susan Schwartz

Associate Director for Partnerships
FDA

Francisco Vicenty

Case for Quality Program Manager
FDA

1.The Latest Trends in Mobile Technology, Wearable Devices and Homecare Delivery 
Christian Eras, Vice President Global Service , Ziehm Imaging GmbH

2.Technological Innovation that Doesn’t Start from Scratch 
3.Your Needs for Technology and Innovative Solutions
4.Exploring the Best Tools for Remote Service and Automation
5.Legacy Equipment Retrofitting: Readapting Solutions to Healthcare Network Needs 
6.Reducing Costs and Optimizing Your Field Service Management through Real-Time Analytics
7.Diversifying Your Carrier and Warehousing Strategy to Avoid Parts Shortages and Delayed Deliveries
8.Building Remote Diagnostics in Your Product 
9.The Pros and Cons of Automating Your Customer Support Lines (Bots and Chats vs. Humans)
10.Smart Resource Utilization: Using Outsourcing to Maximize the Value of your Highly Trained FSEs
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Christian Eras

Vice President, Global Service
Ziehm Imaging GmbH

6:30 pm - 7:30 pm Networking Cocktail Reception

7:30 pm - 7:30 pm Conclusion of Day Two