Global manufacturing continues to face difficult challenges with revenue growth and profitability.  Product life cycles and margins continue to shrink, global competition is intense, and customers are more informed and have more choices and higher expectations than ever.  For many high-value product manufacturers, analytically driven service contract revenue management offers an avenue to reduce costs and increase revenue and profit streams while improving relationships with customers.

In this webcast, you will learn concepts and best practices that bring more value to your service contract programs with better management and advanced analytics.

Key Takeaways

In this session our panel of experts will discuss:

  • The service contract industry dynamics you should understand.
  • Best practices in running a profitable service contract program.
  • A maturity model and approach to assess your program and design strategies to move toward best in class.
  • How predictive analytics equip you to confidently price and manage your service contracts -- even over long periods of time.
  • How integrating service optimization technologies into your infrastructure drives new opportunities to serve your customers and produce additional revenue, such as fuel-usage optimization.

Panel Members


Terry Hawkins photoTerry Hawkins, Independent Consultant

Terry Hawkins has worked as the General Manager of Warranty Management for GE Consumer and Industrial, the Director for Extended Warranty at Assurant and the CEO of a wholly owned subsidiary of McDonnell Douglas for the development of alternative energy projects. Currently, he has a private law practice and provides consulting services for the extended warranty and specialty insurance business. He also serves as the President of the Global Warranty and Service Contract Administration, a non-profit society of practitioners and professionals. Hawkins has a bachelor's degree in general science from Indiana University and a law degree from the University of Louisville.

Peter Turney photoPeter Turney, PhD, Founder and CEO of CT Global Solutions

Peter Turney has been an innovator and thought leader in the field of performance management and analytics for more than 20 years. His accomplishments span foundational work in activity-based costing (ABC) to designing today's performance management solutions. Based on his developmental research in ABC, Turney founded both Cost Technology and ABC Technologies (the latter being acquired by SAS) to provide the world's first ABC models and ABC software. Turney is a frequent presenter to management groups and has published numerous works on management including the best-selling book, Common Cents, first published in 1991 and now a classic in the performance management field. Turney has been Adjunct Professor at the Darden Graduate School of Business at the University of Virginia. He was previously the Tektronix Professor of Cost Management at Portland State University and has held positions at the Kellogg School of Management at Northwestern University, the University of Waterloo, KPMG (now Bearing Point) and General Motors.

Greg Spraker photoGreg Spraker, Principal Industry Consultant, SAS

Greg Spraker is a thought leader in the area of service lifecycle management and analytics.  His experience includes working in service engineering and finance at Nortel Networks, United Technologies and Schneider Electric/Square D. Spraker is a founding member of the Board of Directors for the Global Warranty and Service Contract Administration. He consults with corporations that are seeking to optimize their use of technology for better automation and efficiency in their business processes. He is a Certified Reliability Engineer and holds bachelor and master’s degrees in electrical engineering.

Bill Roberts photoBill Roberts, Director of Supply Chain Intelligence Solutions, SAS

Bill Roberts has more than 20 years of experience in the manufacturing industry, providing market-leading supply chain and manufacturing analytical solutions.  His particular areas of expertise include quality improvement and early-warning systems, S&OP, demand planning and forecasting, inventory optimization, manufacturing quality and service operations. 

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