AST :: The Association For Services Management International 2005 World Conference

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2005 AFSMI WORLD CONFERENCE
The 35th S-Business Education Summit and Expo
October 9-13, 2005 in Nashville, Tennessee
www.afsmi.org

CDs also available from the 2004 conference and 2003 conference.

Item #	Lecture Title	Purchase Lectures*
927-99	Full Conference Multimedia CD Rom ($249) **All Audio along with Speaker files—Power Point slides & handouts Note: The Multimedia CD Rom can be listened to and viewed in any computer (PC or MAC)
927-98	Full Conference mp3 Audio files ($99)
927-00	Full set of the 5 Videos on DVD of the 5 Keynote Sessions for only $200!
Monday, October 10th, 2005
927-K1	Keynote by Wim Elfrink—Supporting Customers of the Future, Today: Moving Relationships from Transactions to Interactions Also available on video DVD for $50
927-01	MD—Strategic Actions and Tactical Activities: The First Step in Developing Your Organizational Development Index with Keith Evans; Debbie Phillips
927-02	MD—Accelerating Revenue Growth…It’s All in the Execution with William Beaumont
927-03	SO—Does CRM Really Work for Service? with Mike Betzer
927-04	FS—Field Services Practices (FSP) Certification with John Hamilton
927-05	SM—The Nuts and Bolts of Service Marketing with Tim Gorman; Dan Holahan
927-06	CSC—Outsource and In-source Strategies with Ginger Conlon, Punita Pandey; Jim Hoen; Michael Shelor
927-07	SO—The Next Generation of Enterprise Support Services with James Patrice
927-08	CSC—Performance Measurement: You Can’t Improve What You Can’t Measure with Doug Batts
927-09	SM—Negotiation Techniques that Strengthen Customer Relationships & Protect Your Margin with Ron Gajewski
927-10	MD—Get R E A L: Leading Like You Matter with Ken Siegel
927-11	SO—The Changing Services Business Model: Performance Measurement with Panel of Speakers
927-12	FS—Driving Organizational Efficiency by Utilizing Technology and Leadership with Chuck Ducey
Tuesday, October 11th		Purchase Lectures*
927-K2	Keynote by ML Krakauer—Optimizing the Customer Experience: A Practical, Pragmatic View of How Customers and Suppliers Win Through People, Process & Technology Also available on video DVD for $50
927-13	SO—Expanding Your Value Chain of Services with Jim Leake
927-14	FS—Driving Customer Service and Productivity in Field Service with Technology with Darryl Miller
927-15	SM—Succeeding with Services Sales with Tom Rose
927-16	Repeat of Session 927-03 (See Above)
927-17	MD—Improve Your (Healthcare) Services Business with Panel of Speakers
927-18	CSC—The Value of Certifying Your Support Center with John Hamilton
927-19	MD—Does Globalization = Americanization? with Rob Kass; Martin Gilday; Corey Jordan
927-20	SPL—Services Supply Chains..Does One Size Really Fit All? with Maureen Strahan
927-21	SO—The Customer Value Proposition with Al Hahn; William Pollock; Mark Hordes
927-22	CSC—Embedding Pan-European Loyalty Monitoring & Feedback in a Company with Henrik Moeller-Christensen
927-K3	Keynote by Jim Balsillie—Driving Productivity via Mobile Technologies Also available on video DVD for $50
Wednesday, October 12th		Purchase Lectures*
927-K4	Keynote by Michael McCloskey—CEO: Customer Excellence Officer Also available on video DVD for $50
927-23	SPL—Advancing in the Service Maturity Model to World Class Requires a Holistic Plan with Mike Landry
927-24	SM—Product Life-Cycle Management with Panel of Speakers
927-25	MD—Ethics and the International Business Community with Richard Guenther; Ray Briede; Randall Walker
927-26	PS—Professional Service Practices Certification with John Hamilton
927-27	MD—Sarbanes-Oxley’s Implications for Post-Sale Service Business with Mark Larson; John Purcell
927-28	SPL—Leading with Logistics with Joe Patton
927-29	MD—The Learning Cycle: What it Means to Leaders and Technical Trainers with Jack L. Huffman
927-30	PS—Professional Services Research You Can Use: Proven Practices for Peak Performance- James Alexander
927-31	CSC—Customer-Centric Communication and Marketing with Dawn Haynes
927-K5	Keynote by Michael W. Wiley—Service Innovation: Value Creation Through Integration Also available on video DVD for $50

Key Grid
CSC = Customer Support Center PS = Professional Services	FS = Field Service SM = Sales & Marketing SPL = Service Parts Logistics	MD = Management Development SO = Service Operations

Single lecture pricing is as follows: **Except where noted
	Compact Disc: $15.00 MP3: $10.00 Streaming Audio: $5.99 *Not yet available for this conference

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