Agenda

The venue for the 15th International Customer COE Info Forum is the Hotel Intercontinental Madrid, Paseo de la Castellana 49 - Madrid, Spain.

	MONDAY, NOVEMBER 07,2011
17:00 - 21:00	Event Registration
19:00	Welcome Reception Hotel Intercontinental Madrid, Paseo de la Castellana 49 - Madrid, Spain

	TUESDAY, NOVEMBER 08, 2011
07:30 - 08:30	Event Registration
08:30 - 08:40	Welcome to the International Customer COE Info Forum Andreas Oczko, CCC Co-Chairman and DSAG Board Member Sector Operations / Service & Support
08:40 - 09:00	Keynote SAP SAP Support Strategy - Vision 2012 Michael Rieder, SVP and Head of SAP Active Global Support EMEA, SAP AG
09:00 - 09:45	Keynote ICCC Back to the Future - Renewal of the successful CCoE / CCC model Andreas Oczko, ICCC Co-Chairman and DSAG Board Member Sector Operations / Service & Support
09:45 - 10:30	Keynote SAP New Vision of Customer Center of Expertise Steffen von Berg, Vice President and Head of SAP Active Global Support DACH, SAP AG Vivian Luechau-de la Roche, Vice President and Head of SAP Active Global Support Latin America, SAP AG
10:30 - 11:00	Morning Coffee Break
11:00 - 11:45	Customer Reference: Bayer MaterialScience - Business Process Management Laurie Miller, Head of BMS O&I Global Support Services at Bayer MaterialScience AG
11:45 - 12:30	Keynote SAP Solution Manager 7.1 - What's in it for a CCoE? Matthias Melich, VP SAP Active Global Support, SAP AG
12:30 - 13:30	Buffet Lunch & Opportunity to Meet the Experts A unique chance to meet with presenters and speak to solution experts on topics like SAP Solution Manager, SAP Support Experience and more
13:30 - 14:15	Customer Reference: ThyssenKrupp Materials International: Speeding innovation through Customer Center of Expertise Heiko Hüber, CIO, ThyssenKrupp Materials International GmbH, Business Area IT TKMX
14:15 - 15:00	Customer Reference: Philips Electronics, The Netherlands: Building a world-class SAP CCoE @ Philips - with a scale and a piece of wood Mendel Koerts, Operational Manager a.i. - SAP BI, Philips Corporate, IT Applications, CG Information Management Paul Nijenhuis, Competence Group Manager Information Management, Philips IT Applications
15:00 - 15:30	Afternoon Coffee Break
15:30 - 16:15	Customer Reference: Camâra Municipal de Lisboa (CML): Evolution of SAP Solution Manager utilization to support CML IT Operations Dra. Ilda do Rozario, Camâra Municipal de Lisboa (CML)
16:15 - 17:00	Panel Discussion Centralized vs. Decentralized - What is the right approach to set up a CCoE? Different dimensions of a CCoE Moderation: Paul Helms, Vice President, Head of AGS EMEA West, SAP UK Frans de Roy van Zuijdewijn, ICCC Chairman and Manager, Customer Competence Center, Koninklijke BAM Groep nv Andreas Oczko, ICCC Co-Chairman and DSAG Board Member Sector Operations / Service & Support Johannes Weber, Head of SAP CCC, Sanofi-Aventis Heiko Hüber, CIO, ThyssenKrupp Materials International GmbH, Business Area IT TKMX Mendel Koerts, Operational Manager a.i. - SAP BI, Philips Corporate, IT Applications, CG Information Management Steffen von Berg, Vice President and Head of SAP Active Global Support DACH, SAP AG Vivian Luechau-de la Roche, Vice President and Head of SAP Active Global Support Latin America, SAP AG
17:00 - 17:30	Wrap-up, Feedback and Event Close followed by a Reception Frans de Roy van Zuijdewijn, ICCC Chairman and Manager, Customer Competence Center, Koninklijke BAM Groep nv Steffen von Berg, Vice President and Head of SAP Active Global Support DACH, SAP AG Vivian Luechau-de la Roche, Vice President and Head of SAP Active Global Support Latin America, SAP AG
19:00	Transfer to Dinner and Award Ceremony Jury SAP and ICCC
19:30	Dinner and Award Ceremony: CCoE of the year