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We've had inquiries about the Great Exchange of Logo Wear |
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Because we've placed an emphesis this year on dedicating extra resources to hurricane relief, we have chosen not to hold a great exchange of logo wear. The great exchange will return in 2009.
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Companies that are
Sending a Team in 2008
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 Customer Support Council Seminar
Building Up, Moving Forward
Teaming Up to Serve
Sunday, October 19 - Wednesday, October 22, 2008
Astor Crowne Plaza Hotel
New Orleans, Louisiana
This AEM seminar fosters team work by engaging people in dialogue regarding trends and challenges seen in today's uncertain economy. It gives managers of parts, service, training and warranty a glimpse of new opportunities coming over the horizon and assists them in handling age-old challenges. The exchange of ideas and benchmarking cannot be beat—and the topics cover best practices in product support in the construction industry as well as agriculture, forestry and mining. The robust content: presentations, case-study demonstrations, examples of technology use and networking combine for a powerful, cost-effective program that you won't want to miss.
Register Today! | Download Brochure
Special Guests
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Keni Thomas
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Eric Bailey
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Keni Thomas is the army ranger whose 1993 Army-company mission to Mogadishu Somalia was depicted in the highly-successful book and movie, "Blackhawk Down." His story about the special operations mission and its tragic outcome translates to a powerful message of team work, leadership and the importance of proper training. Today, Keni Thomas is a Nashville recording artist who opens concerts for Keith Urban, Wynonna, Phil Vassar and others.
Eric Bailey grew up in one of the toughest neighborhoods in south central Los Angeles. Born with a devastating bone disease and no access to proper medicine, Eric thought he'd die on those same streets where he love to play basketball with his friends. Through dedication and persistence he eventually played basketball for Australia's National Basketball League—for the Hobart Devils, the Melbourne Tigers and the Gold Coast Rollers. His story of determination will inspire you.
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Welcome Reception Sunday 5:30-7 p.m.
Monday Topics
Train While You Fight. Fight While You Train
As a member of the Army's elite Ranger Task Force, Keni Thomas learned how to embrace the "team" and develop leadership skills in any situation. Keni will share stories of his real life experience and the courage he saw demonstrated under the most dire of circumstances.
Look Ma, No Hands—A Straight Line to Productivity
Farming with satellite technology does not eliminate a driver, but it creates amazing cost efficiencies and productivity. In this exciting presentation that combines technology with human resources, learn how this man-machine interface reduces human fatigue, and creates a more efficient use of resources and consistency in the work product. Presenters are Richard Kirkby, MacDon Industries and Don Boles, Grain Farmer, North Dakota.
Integrated Service Offerings
The more "solutions" you can provide to customers, the more likely it is they'll become loyal customers. In this case study presentation, learn how one manufacturer bundles product solutions such as diagnostics, condition-based maintenance, extended warranties, failure analysis, service contracts and more to develop customized, long-term customer care. Presenter is Les Tripp, Komatsu America.
Bio-fuel Opportunities and Challenges
Reasons why we need to care about bio-fuels are becoming more apparent with each passing year: the environment, economics and energy security. In this informative presentation, learn about the status of the bio-fuels industry as well as bio-fuel issues impacting customer and product support. Presenter is Don Borgman, Deere & Company.
Dynamic Change to Warranty
The automotive industry has valuable lessons the equipment manufacturers learn from. In this case-study presentation, learn how Ford Motor Company views warranty as a competitive advantage, as well as how they handle the warranty process from the submission of a claim through end-result compilation of statistics. The presentation will also include information on what qualifies Ford dealers as "blue oval" certified, how the company handles "global" claims and what changes Ford may make with regard to warranty in the future. Presenter is Michael Roberts, Ford Motor Company.
Service is King—Customer Panel
There are many types of end-user customers and just as many ways to find out how to service them better. In this panel presentation of varied small and large customers, you'll learn what they expect not only from their dealers, but also from the OEM. They will help sort out the "three legged" relationship. The panel will be moderated by Clay Sherrill, Deere & Company.
Tuesday Topics
The Process of the Training Process
This thoughtful presentation is the first of three that will examine what training is, why we conduct training and best practices for adult learning. In this first session, you'll learn the standard definition of training and the four key processes: design, development, delivery and evaluation, followed by a discussion on how to assess what type of training would be most effective—or whether the situation calls for any formal training at all. A brief wrap-up discussion will deliver content related to adult learning styles. Presenter is John Dolezal, Ditch Witch.
Teaching for Keeps
The second session within the examination of training is a thorough case study of Kawasaki's FCFC method of find, confirm, fix and check. This session will also include an understanding of learning transfer processes. Presenter is Al Llewellyn, Kawasaki Construction Machinery.
An Evolution of Training
The story is not all that unique. Young vibrant training professionals were working within a training system established by the company in 1957. There was no Internet, no webcasts, no podcasting. In fact training was probably conducted using transparencies on overhead projectors. In this case study presentation, learn how Metso examined their current system, how they used past successes to determine what elements to keep, what exciting additions are on the horizon for 2008 and beyond, and why they visit other manufacturers to discuss what works within their programs. Presenter is Jose Perez, Metso Minerals Industries.
Effective Decision Making Through Dealer Councils
Forums with dealer councils provide effective avenues to build relationships with individual dealers. They also provide valuable input for OEM's planning and forecasting. In this panel presentation by manufacturers, learn how their councils function, how the dealers are chosen, what works well with councils and what doesn't. Presenters include Dave Poer, Esco Corporation, Kevin Roberts, LBX Company, Michael Werner, JCB and Randy Bushelli, Volvo.
Skilled Labor Shortage—A Growing Concern
It's no secret there is a shortage of skilled labor, and the issue is impacting all industries. In this presentation, learn about an exciting new program Caterpillar has unveiled to generate awareness of the skilled laborer shortage, communicate the benefits of working in the industry, and drive recruits to the dealerships. Presenter is Stan Deatherage, Caterpillar.
Call Centers are all the Same…Aren't They?
It's possible to select off-the-shelf, quick-fix contact center packages. But your customers may end up with quick-fix solutions. In this dynamic presentation delivered by the organization that provides the most well-known call center service for a car company, hear how seasoned call center experts rally to design processes that fit exact needs of manufacturers. Some of the benefits of a good call center include increased brand awareness, customer satisfaction and productivity, quality and performance to metrics, increased loyalty and customer retention and a reduction in operating costs and total cost of ownership. Presenter is Jeff Williams, Aditya Birla Minacs.
Wednesday Topics
Working Wireless: Tools or Toys?
When it comes to wireless technology, tools are changing weekly. And technologies you think are toys may have practical business applications. This presentation will examine three areas of technology that can increase your efficiency: smart phones, generations of wireless technology and laptops versus tablet PCs. It will also demonstrate how people have solved their own technology challenges by investigating new tools and ideas. Presenter is Michael Bunch, Link-Belt Construction Equipment.
Are You Playing with the Right Equipment?
Your competency, your "street smarts," your enthusiasm, how you influence others. These are all things former Australian basketball star Eric Bailey would say fuel how powerful the engine of your life is. Need some high-octane additive? Don't miss this powerful closing keynote presentation.
Other Activities
Scramble Golf Outing
The Stonebridge Golf Club is five miles from the hotel and features 28 lakes, canals, bayous, reptiles and waterfowl characteristics of a New Orleans golf experience. The 18-hole tournament has a shotgun start at 8:30 a.m. Register online with your seminar registration. Contact Kevin Roberts at LBX (859) 245-3981 if you have any questions or would like to participate with prizes.
Dine Around
The Dine around is a social/networking event where groups of five-10 individuals enjoy dinner together at restaurants—in this case, in or near the French Quarter! It will be held on Monday night and is an optional, pay-your-own-way event. Sign up when you register for the seminar.
The Great Assist
Because this year's seminar is located in New Orleans, we have a great opportunity to assist a community still devastated by Hurricane Katrina. From noon on Wednesday, October 22 until noon on Saturday, October 25 attendees of the seminar can roll up their sleeves and help rebuild homes in St. Bernard Parish. There is no cost to help, but there is a nominal $30 per night fee for housing/meals at Camp Hope. Attendees can dedicate any number of days and may extend their stay at the Crowne Plaza if they so desire. This project is optional and is a joint effort between AEM and St. Bernard Parish. Click here for more information.
The Hotel
The Astor Crowne Plaza is located at 739 Canal Street, New Orleans, LA 70130. It allows for quick access to both the excitement of Bourbon Street and nearby downtown attractions of Harrah's Casino, the river walk shopping center and the city's famous daily market. Make your sleeping room reservations by calling (866) 750-4202 and indicating "AEM" or the "Association of Equipment Manufacturers" and its associated $149 group rate. Your rate includes complimentary Internet access in the sleeping rooms if you have registered in advance as a Priority Club Member.
Getting There
New Orleans is serviced by the Louis Armstrong International Airport; the airport is 12 miles from the Crowne Plaza. Shuttle service between the airport and the Astor is provided by Airport Shuttle, www.airportshuttleneworleans.com, (504) 522-3500. The cost is $30 round trip with reservations made in advance or by purchasing the ticket at the airport. If you rent a car and park at the hotel, the charge is $28 per night.
Seminar Program Manager
Heide Kraus, CMP (414) 298-4143
Seminar Registration
Amy Laskowski, (414) 274-0659
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