Network News Volume 36 No.1
Welcome to this third on-line edition of the Service Industry Association newsletter. Please let us know what you think of the contents by sending an e-mail to the editor.
99
SIA Conf voted "Best Content"
by: Claudia J. Betzner
The 1999 SIA Conference was voted "Best Content Ever" by this year’s attendees. According to the attendees there was much more interaction planned for the attendees and they were able to voice their concerns and develop solutions for industry related problems. The first day included Networking Feedback Sessions and Customer Panels, which gave actual input to what they want in service and changes affecting service in the future. The second day included Roundtable discussions and Software Diagnostics issues which were discussed in length with resolution solutions discussed later in this newsletter.
Some of the favorite sessions per the evaluations for Conference 99 included the Industry Leaders Panel, The Customer Panel "Customer Choices Keynote," the legal debate, The Small Business Focus, Emerging Opportunities through the Internet "E-Commerce," Diagnostic Software White Paper and Y2K solutions session.
One of the questions on the evaluation was "What Aspect of
the Conference did you find most useful and beneficial to your business?
The vast majority of the attendees year after year find Networking,
forming Alliances the single most beneficial aspect of the SIA Conference.
Many have called me since the conference to let me know they have
already benefited financially from the conference through new contacts
and alliances formed at the 99 Conference. The three groups within
SIA: Business Products, Computer Service and Medical Service
each had their own sessions with more dedicated time which created
the environment for increased CoOpaNet, the new word introduced
at this year’s conference. At the beginning of this decade
I introduced a new word "CoOpatition" so I thought
it only appropriate I end this decade, century, millennium with the
next generation of this word. CoOpatition comes from the combination
of Compete(on some service contracts) and cooperate(team up on others)
which service companies in the Computer Service group began to do
in the early 90s. CoOpaNet introduces Networking to complete the process.
All three groups within the association as well as me personally,
are now entering into the next evolution of change which I call Millennium
Menopause. The industry is maturing, changing and growing in completely
new areas which is why SIA needed a new name, new focus, and expansion
of membership groups including Professional Services, In-House Providers,
Resellers, Customers, etc. This conference provided the forum, the
agenda and the new format to enhance this concept. It wasn’t
the largest conference but those who participated "thought the
content of this year’s conference was the best that I have seen,"
a direct quote from one attendee.
Contents
SIA
New Board Elected
A New SIA Board of Directors was elected at the conference by the membership and from the newly elected Board, A New President and a New Secretary-Treasurer was elected. I am happy to announce Mark A. Streety is the new SIA President and Mac McBride is the new SIA Secretary-Treasurer elected at the Board Meeting held after the conference.
Mark Streety is a high-energy Senior Executive with proven success in bringing a start-up small business to the national marketplace. As President of Novare he grew the business from $1 million to $33 million in five years, divesting 3 unprofitable divisions and founding 2 new divisions, one of which he took national. Mark believes leadership not only includes delegation but hands-on experience as demonstrated by him personally signing the three largest customers of Novare. He has seventeen years experience in the Healthcare industry and prior to Novare held top positions with St. Elizabeth Medical Center in Lincoln, Nebraska. His Masters Degree in Health Administration is from the University of Missouri. Honors include Valedictory scholarship, Marketer of year, Manager of Year, Distinguished alumnus of Year, and INC. 500 (twice).
Mac McBride is the new Secretary-Treasurer of SIA. Mac is President of Red Lion Medical Safety, Inc., a regional bio-medical ISO, located in Newark, Delaware and is also a principal of The McBride Solutions Group, providing consulting solutions to the business community. He is co-founder and former Managing Director of the CPA firm, McBride, Shopa & Company, located in Wilmington, Delaware, from which he retired in 1993. Mac received his accounting degree from the University of Delaware and is a Certified Public Accountant an Certified Financial Planner. He is a member of many professional organizations and on the Board of two.
The retiring President, Rich Heimann, will move up to Chairman. He has been an outstanding President and was given a recognition award and honored at the conference. Through his Presidency, the association changed its name, mission, focus and expanded the opportunity for new groups of members including customers. The association and I personally thank him for his hours of dedication in upgrading our computer systems, software applications and membership database.
I am happy to present your new Board of Directors for 1999 and 2000:
Rich Heimann, Chairman
Mark Streety, President (CEO)
Mac McBride, Sec-Treasurer
Business Products Group
Dick Watkins, Exec. V.P./Publicity
Leah Carr, V.P. & S.I.G.Coordinator
Ron Varing, Membership V.P.
Computer Service Group
Al Andrus, Executive V.P./Publicity
Mark Hester, Vice President
Carole Greene, Membership V.P.
Randy Parks, Secretary
Medical Service Group
Dave Johnson, Executive V.P.
Mark Lueck, Vice President & Conf.
Al Lapides, Membership V.P.
Malcolm Ridgway, Secretary/Publicity
Ron Katz will continue as General Counsel and Claudia Betzner will continue as Executive Director.
The next Board of Directors meeting is scheduled for June 24 and
25 in Toronto, Canada. Please forward any agenda items to the Executive
Director.
Contents
Industry
Pulse
For the first time in several years, we took a live Pulse of the Industry at the 1999 SIA Conference by conducting a survey to kick off the conference and presenting the results at the conclusion.
William J. Patch, President of VP Inc. Graciously accepted the invitation to finalize the independent results and present them to the group. The main focus of the questionnaire presented to the participants and conducted live surrounded the issue of Legal and Legislative Activity. Questions included which alternative strategies
SIA should focus on to contribute to the business success of its members.
According to Bill Patch, "The survey produced a clear message from the members. While relative degrees of different priorities were exhibited by each of the three major industry groups the members clearly want to retain SIA’s legislative and legal capabilities, and at the same time strengthen the organization’s networking, partnering, and business opportunity activities."
"By providing the results of the survey real time, the members were able to discuss and validate the conclusions, and a consensus was formed," said Mr. Patch.
Here are some of the results by Group:
Should SIA pursue Industry related issues/Partnerships or Legal Orientation?
- Business Products Group: Overwhelmingly Legal/Legislative
- Medical Service Group: Split - Pursue Both
- Computer Service Group: Overwhelmingly Industry/Partnerships
Some of the verbatim comments were: "We need to retain the big stick option. Both are necessary. Working together is best but this strategy does not always work."
Which alternative Strategies would contribute most to your companies success?
Computer & Medical Service Groups saw Alliances and Networking as most important while the Business Products Group saw Legal and Lobbying activity as most important. Technical Support and Business Connectivity were also highly rated and Management Training was seen as something the association should be providing its members.
More Verbatim Comments:
- "I think end users need more education about SIA and what manufacturers are doing to eliminate competition."
- "The end user wants service & choice and could care less about ISO/OEM politics."
- "Certainly we should first try to work with manufacturers
- if this is not possible - we must fight.
Contents
Diagnostic Software Issue
A white paper was presented at the conference outlining the issues surrounding Xerox Software Diagnostics and discussed whether ISOs rights are being violated through Monopolistic policies and unfair pricing of annual license fees charged by Xerox. The ongoing issue began in 1992 when Xerox refused to sell replacement parts to ISOs which created a class action suit filed against Xerox by some ISOs. In 1994 a settlement was reached wherein Xerox agreed to sell ISOs parts and license its software, which is when Xerox began licensing its software for the first time for a fee, set by Xerox. According to the white paper presented, A license to use Xerox’s operating software is included with the purchase of a copier or laser printer so no annual operating software license fee is necessary unless ownership of the equipment changes but Xerox is charging an annual rate of $7,600 per machine for ISOs to provide service.
The white paper alleges Xerox changed its policy from a refusal to
sell parts to a software license policy in order to prevent fair competition.
The discussions which resulted from the presentation outlined a three
step approach to solving this problem which was presented to the Board
of Directors for a decision. The SIA General Counsel has been ask
by the Board to review the process which could include Friend of Courts
Briefs, Developing dialogue between Xerox, the association and Customer
Advocacy Groups and finally legislation to solve the problem.
Contents
Medical Group meet at Healthtech
Dave Johnson, the Executive Vice President of the SIA Medical Service
Group held his first monthly conference call with the Group to discuss
industry issues Germaine to the Medical segment of the SIA. Some of
the issues included: the changin FDA’s policies which
would govern service providers, remanufacturers of parts, parts houses;
M & A activity; changes in the industry and a membership drive.
The next meeting has been scheduled for Healthtech the end of
April
Contents
Conference Recognitions
A special thank you to the following event sponsors:
Golf
AlphaServ.com
Northrop Grumman
Comdisco
Novare
The Thomas Group & Dale Hunt
Telos Corporation
Registration
Maintech & Carole Greene
The Distinguished Speakers
A very special thank you to all the speakers this year - They made
the content the "best ever" as demonstrated by the high
ratings in the evaluations. The networking and increased interaction
between the Speakers and the audience made the event meaningful and
the participants voted this conference the best ever.
| Rich Heimann | Al Hahn | Doug Tullio |
| Dick Watkins | Brian Turnbull | Dave Johnson |
| David Orhn | George Hickey | Bill Bleuel |
| Malcolm Ridgway | Bill Waas | Bill Patch |
| Eugene Lowe | Don Blumberg | Ron Katz |
| Dan Wall | Greg Oxton | Michele Cate |
| Mark Streety | Mac McBride | Carole Green |
SIA announces new Corporate Sponsors
EAD Systems Corporation - EAD provides value-added display support services to manufacturers, vendors, resellers, warranty administrators, and end-users. Services are configured to customer’s requirements, from refurbishment, rework and repair-and-return to full turn-key advanced exchange programs (including service contract underwriting through EAD Warranty Corporation) supported by EAD’s inventory of nearly 200 different models of monitors. EAD’s existing facilities have an annual capacity of approximately 30,000 units. An ISO 9002 certification process is currently underway. David DeGiorgi is President and they are located in Holbrook, MA. For information call 781 767 5422.
Novare Services, Inc. - Mission: To Provide single source equipment asset management including in-house clinical engineering for quality service and significant savings to hospitals. Novare provides contract management of biomedical and diagnostic imaging equipment services in hospitals in four regions of the United States. The Capital Asset Management Program (CAMS) provides a single source, multi-vendor asset management program for all diagnostic and therapeutic equipment within the health care environment. CAMS utilizes in-house technicians and close working relationships with OEM’s and provides guaranteed cost-savings for hospitals. Novare provides an annual savings of 10% to 25% over internal, departmentally fragmented operating expenditures and services over 70 hospitals throughout the U.S. Contents
SIA announces new members
| Varilease Technology Group, Inc. 21241 North 23rd Ave, #A1 Phoenix AZ 85027 602 582-5660 Barry Cummins, President |
ComTech Services, Inc. 16512 Amaranth Drive Suite C Germantown, MD 20874 301 540-0011 B.J. Beckman, Partner |
Xerographic Corporation 3069 McCall Dr #16 Atlanta GA 30340 770 457 2679 Terry Goldman |
| Laser Resources 4265 NW 109th St Urbandale, IA 50322 515 278-4050 Bob Lashier |
KC Copiers, Inc. 9820 Pflumm Road Lenexa, KS 66215 913 492 4738 Robert Craig |
Docuserve 15612 Broadway Center St. Gaardena, CA 90248 310 719 3900 Ralph Young |
| American Computer Hardware 2205 South Wright St. Santa Ana CA 92705 714 549 2688 Regan Dunne, Exec. V. President |
Mediq PRN One Mediq Plaza Pennsauken, NJ 08110 Mark Lueck, G. M. Biomed. Srv. 609 662-3200 |
Federal Computer 2745 Hartland Rd Falls Church VA 22043 Tim Jones, Srv Mgr Chris Jones, Exec V P |
Corporate Sponsors
| AlphaServ.com Douglas J. Tullio, President and CEO Randy Parks, Vice President 714 957-8500 |
Beckman Coulter Bruce Breeden, Srv Mktg Mgr Vic Hasbrouck, Manager 714 773-6675 |
COHR Sandy Morford, C.O.O Malcolm Ridgway, V. P. 818 734-8376 |
| D. F. Blumberg Associates, Inc. Don Blumberg, President 215 643-9060 |
Comdisco Healthcare
Group Dave Johnson, Dir Tech Resrs 847 518-5411 |
CSU Richard L Watkins, Pres. & CEO 913 541 0960 |
| DecisionOne Corporation Ken Draeger, Chairman Steve Felice President & CEO 610 725-2500 |
EAD Systems Corp. Dave DeGiorgi, Principal 781 767-5422 |
Healthtech Publications Jack Spears, Publisher 401 434-1050 |
| Maintech Frank D’Alessio, C.O.O. Carole Greene, V.P. Marketing & Sales 973 614-1700 |
Northrop Grumman Joe Mulderig, Pres. GSS Div 516 563-6907 |
Telos Systems Solutions Mark Hester, C.O.O. & Corp Vice President, Telos Corp 801 298 8000 |
| The Thomas Group
Ltd. Paul Thomas Hunt, Partner Dale Hunt, Partner 714 279-1000 |
Greetings from the President
During the two years of my term as President of ISNI and now SIA, I think we have done much to position the Association for the New Millennium. Aside from the "What if we gave a party and no one came?" syndrome that I expressed at the Conference, I am pleased to have been a driver for these changes and am grateful for the help of the board to achieve them. I especially want to thank Al Andrus for the many hours he contributed by leading the dialog, and articulating the proposals that led to the change.
We are now the Service Industry Association, an Industry Group that promotes choice in Service. We hope that the many Service Providers in the high tech world will see the wisdom of this approach and join the Association.
I am very pleased that Mark Streety has been elected as the new President of SIA. From our discussions, I know that membership increases will be the defining objective of his term and I want to assure him as well as the members that I will assist in any way I can to realize these goals.
Finally, my thanks to Claudia for her dedicated and continuing loyalty to the SIA.
Happy Networking
Rich Heimann