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Italy Chapter

Giorgio Di Giovanni, Chapter President

Valuing the Services of a Product

 

Given the success of the previous conferences held in December 2003, February 2005, and May 2006, the ASAP (After-Sales Advanced Planning) Service Management Forum is holding the 4th ASAP Annual Conference. Jointly organized with AFSM International’s Italy Chapter, “From After Sales to Added-Value Services” will be held on November 21, 2007, at the University of Bergamo (Dalmine - Italy).

The goals of the 4th ASAP Annual Conference are as follows:

  • Represent the annual meeting event for the ASAP Service Management community.
  • Share with the participants the conclusions reached by the Scientific Committee, with which AFSMI members are involved.
  • Develop through four sessions the two prime motives of service value and customer care, as viewed by different industry sectors (durable consumer goods, inclusive of domestic appliances, consumer electronics, automotive and motorbikes, and capitalgoods, including tooling machines and industrial plants) and the end user.
  • Create and promote discussion opportunities on cross-sector themes of after-sales service, such as:
      
    • The service value, in terms of evaluating and emphasizing service activities for durable goods companies--for example, direct and indirect costs and benefits of service and service-driven effects (differentiation, customer retention, brand building, product improvement), service management, business, logistics, technical, and communicative strategies.
    • Customer care, in terms of strategic aims, customer relationship management, call center, and technological substructure supporting the customer relationship.
  • Promoting the sharing of expertise, experiences, and exigencies within different industrial spheres.
  • In addition, the Scientific Committee will illustrate the main outcomes reported in the book (Re)design the After-Sales Service, written by the ASAP researchers.

Highlighted speakers at the event will be managing directors of after-sales services units within renowned national an international companies such as Sony, Canon, BMW, FIAT, Indesit, and Electrolux. More than 160 participants representing industries including machinery, consumer electronics, domestic appliances, and automotive, as well as consulting and media companies, attended the 2006 conference, providing very positive feedback on both the content and the organization. The Italy Chapter is looking forward to an even more successful 2007 event.

 

 

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