News // 2010 TSANet Member Meeting in San Diego // Agenda

TSANet 2010 Annual Members Meeting Agenda
Meeting Welcome Reception (Tues 19 Oct) 5.30 pm

Meeting Day 1 (Wed 20 Oct)

Day 1 (Wed 20 Oct)

08:30 – 09:00 Coffee, juice, full breakfast buffet

09:00 – 09:30 Welcome / Introductions / Meeting objectives • Dave Misukanis, Symantec

09:30 – 10:15 Relationship model (historical overview / new transition) • Dennis Smeltzer, TSANet

10:15 – 10:30 BREAK

10:30 – 12:15 Presentations:

~ Affiliate Program • Robert Poston, Microsoft

~ Hosted Group Relationships • Dave Misukanis, Symantec

~ Automated Partner Programs • Narayan Anand, VMware

~ Closed Custom Group Relationships • Jill Scola, EMC

~ Practical Examples of TSANet (panel)

12:30 – 01:15 LUNCH

01:15 – 2:15 Antitrust Law & Compliance, Bob Joseph, Sonnenschein  

2:15 – 02:45 Understanding the TSANet database and website base enhancements

2:45 – 3:00 BREAK

3:00 – 3:45 Automation Project & Best Practices • Dave Bettenga, Oracle

03:45 – 04:30 Database – Metrics and proposed Enhancements • Eli Kirk

06:15 – 09:45 Dinner Cruise



Meeting Day 2 (Thurs 21 Oct)

Day 2 (Thur 21 Oct)

08:30 – 09:00 Coffee, juice, full breakfast buffet

09:00 – 9:15 Day One summary / Objective for Day Two / Guest Speakers’ Introductions

09:15 – 10:00 Guest Speaker • Rainer Zielonka, IBM

THE PRESENTER:

During his career at IBM, Rainer has held numerous management positions within Manufacturing, Engineering and Technical Support.For the last 12 years he has have been the leader of large technical support and client care organizations which gave him the opportunity to develop a deep understanding of customer needs and the ability to drive solutions.Under his leadership the new end-to-end support model has been created and introduced globally.For the past 8 years Rainer has been a serving officer on the Board of Directors of TSANet.

THE PRESENTATION:

SUCCESS THROUGH CUSTOMER ORIENTATION

The service and support landscape is changing from a transactional to a relationship based model.

Service and support organizations are facing challenges like increasing customer expectations and complexity, a virtualized IT infrastructure and pressure to reduce support cost.

This presentation will discuss how to unleash the full potential of an end-to-end client centric support model and how to become a leader in technical support with a clear vision, strategy and the ability to execute this strategy to become the trusted advisor for your clients.

10:00 – 10:15 Q & A

10:15 – 10:30 BREAK

10:30– 11:30 Guest Speaker • Phil Verghis, The Verghis Group, Inc.

THE PRESENTER:

Phil Verghis has been called a “brilliant strategist and innovator” by the Service & Support Professionals Association and is a highly sought after speaker around the world. Phil has received numerous industry accolades, including the only two-time winner of Service News magazine’s “Service 25” award from given to people who made a significant impact in the field of service and support. He was also named a “leader and legend” by STI Knowledge for making some of the most notable contributions to the support industry over the last decade.

THE PRESENTATION:
Oops - I'm sorry you died. Lessons from medicine, the FAA and NASA on how to learn from mistakes

Everyone talks about learning from your mistakes, but how do you do that when people can die from your mistakes? Join trusted advisor Phil Verghis as he draws lessons from the worlds of medicine, psychology and aviation that we can apply to complex technical support

11:30 – 11:45 Q & A

11:45 – 12:45 LUNCH

12:45 – 1:30 Official TSANet Business

1:30 – 02:00 Survey Results

2:00 – 02:30 TSANet member strategy session

02:30 – 03:00 Wrap-up / Eval’s / Prizes

More Event Information

Past Attendees

“Great opportunity to meet fellow professionals face to face who have shared goals. Further understanding of TSANet and how this relates to the state of the industry”

Graeme Whitty

Symantec



“Better understanding of TSANet membership. Increased knowledge of other organisations and best practices”

Geoff Snare

Sophos



“Meeting other people who face the same issues”

Gary Massey

Novell