<p>AIPC Facility Operations Summit Barcelona, November 16 and 17, 2014</p><p>AGENDA</p><p>Customer Service: What Does it Mean in Today’s World? </p><p>Satisfying the broad and varied expectations of clients, delegates, exhibitors and sponsors has become an increasing challenge as participant brings a different set of objectives. However there is one common theme – an increasing need for a measureable return on the time and cost associated with the event. Centre managers must understand the latest requirements for each of these customer groups in order to provide the levels of service that are now needed- andt his year’s Facility Operations Summit program will provide the opportunity to share the latest experiences and ideas from all over the world on how to deal with the most important issues facing Centre managers today.</p><p>Day 1: Sunday, November 16</p><p>Location: Barcelona International Convention Centre (CCIB) > Meeting room 116 Address: Rambla Prim 1-17, 08019 Barcelona - map Access: will be through Entrance Door D and escalator D</p><p>09:00-09:10 Welcome Geoff Donaghy, President AIPC</p><p>09:10-09:45 Summit Introduction and World Cafe: Barbara Maple, Chair Facility Operations Summit</p><p>09:45–11:15 Hosting High Profile High Security Events</p><p>Learnings from the successful hosting of the Nuclear Security Summit at the World Forum Convention Centre, Den Haag and related challenges will provide an opportunity to better understand current realities in dealing with high profile events.</p><p>Michiel Middendorf, General Manager and Marije Bouwman, Security & Safety Manager | World Forum Convention Centre, Den Haag</p><p>11:15–11:45 Networking break</p><p>Anticipating Future Technology Requirements and Services: The rapidly changing world of technology is a key component of a successful event. This session will offer insights ranging from new developments in audio visual to the latest requirements for digital infrastructure, wifi and venue capacity.</p><p>AIPC Facility Operations Summit | Barcelona Nov 16-17, 2014 | Agenda page 1 of 4 11:45 – 12:30 Part 1: Hans Friis, Executive Director | Teletech Conference Communication 12:30-13:30 Networking Lunch</p><p>13:30-14:30 Part 2: Jürgen Kupczik, Director Technical Event Management | Messe Frankfurt Venue GmbH And Willi Duetsch, Technical Director CEMEA | Xirrus</p><p>14:30-15:30 Convention Centre Development</p><p>Despite increasing competition, convention centre expansions, renovations and new buildings continue. Case studies will provide insights into why and how this is ongoing.</p><p>Scott Ferguson, President and CEO | Halifax Convention Centre Geoff Donaghy, CEO | International Convention Centre Sydney (ICC Sydney)</p><p>15:30:-15:45 Networking break</p><p>15:45-17:00 Implications of Insourcing vs. Outsourcing Services</p><p>Discuss the various models in practice to manage services including through an internal department, working with an external resource and what the implications are for your organization and service standards.</p><p>Geoff Fenlon, Managing Director | Belfast Waterfront Conference and Exhibition Centre</p><p>17:00 CCIB site visit</p><p>18:00 Transfer by bus to Tapas Evening hosted by EIBTM: Restaurant Orio Address: Av. Francesc Cambó, 23 Barcelona Tel +34 933101818 Location on google maps</p><p>Day 2: Monday, November 17</p><p>Location: Fira Gran Via > Conference Centre room 5.3 Entrance via Avda. Juan Carlos I, 58 - 08908 L'Hospitalet de Llobregat (Barcelona)</p><p>09:00 Welcome: Sallie Coventry, Portfolio Director, IBTM Global Events Portfolio</p><p>09:15-10:45 Future-Proofing your Service Delivery</p><p>The objectives for corporate and association events are changing in order to address attendee requirements. Engaging with the audience, new forms of networking and how to track investments are leading to new meeting formats, space configurations and new use of technologies. </p><p>AIPC Facility Operations Summit | Barcelona Nov 16-17, 2014 | Agenda page 2 of 4 Oscar Cerezales, COO Asia Pacific | MCI Eric Mottard, Managing Director | Grupo eventoplus Klaus Span, Executive, Centre of Excellence, Product Mgmt. & Business Development Server Sales EMEA | IBM Corporation</p><p>10:45:– 11:15 Networking break</p><p>11:15 – 12:15 Exhibitions: New objectives, New Formats. What You Need to Know!</p><p>Exhibitions have a very different set of objectives than association and corporate meetings and understanding these objectives is an important component of a centre managers responsibilities. Current challenges and new developments from the perspective of a leader in the exhibition world will provide key information that will assist convention centre managers in providing the required services. Piers Kelly, Operations Director | Reed Exhibitions Ltd 12:15 – 13:00 Networking Lunch</p><p>13:00 – 14:00 Motivating Your Team - the Key to Customer Service</p><p>Managing events and client services is a challenging business, and ensuring that your organizational culture encourages a high performing team is critical to successful customer relations. Learn how to encourage internal and external behaviours amongst departments and clients.</p><p>Olga Figuerola, Director of Human Resources | Fira Barcelona - Barcelona Congress Center </p><p>14:00-15:00 Trends in Sustainability</p><p>Is sustainability a trend whose time has passed, or are venues and events continuing to develop new methods for reducing their impact and costs. A case study will explore how and why the new Kap Europa completed DNGB certification.</p><p>Jan Zak, Senior Auditor, Senior Trainer | DGNB (German Sustainable Building Council) Jürgen Kupczik, Director Technical Event Management | Messe Frankfurt Venue GmbH</p><p>15:00-15:15 Networking Break </p><p>AIPC Facility Operations Summit | Barcelona Nov 16-17, 2014 | Agenda page 3 of 4 15:15-16:30 Key issues lab</p><p>Share key solutions and program takeaways and identify approaches attendees can implement when faced with these challenges in the future.</p><p>Topics Table hosts</p><p>Sustainability. New Components of a Sustainability Plan Russell Forshaw | Manchester Making Technology Work Christian Mueller | München Communicating with clients: best methods, negotiation tactics Minna Sauramaa | Helsinki Quality Standards Geoff Fenlon | Belfast Innovative Revenue Generators Michiel Middendorf | Den Haag Emergency Preparedness Marcia Lyons | Calgary</p><p>16:30-17:00 Site visit of the Gran Via venue and Convention Centre Behind the scenes of EIBTM followed by cocktail</p><p>Tuesday, November 18: </p><p>08:00-08:45 Breakfast and site visit of Palau de Congresos de Catalunya Make your own way to Avenida Diagonal 661-671, 08028 Barcelona - map</p><p>09:00 Transfer to FIRA by EIBTM shuttle departing from the Rey Juan Carlos Hotel</p><p>10:00 Visit EIBTM</p><p>AIPC Facility Operations Summit | Barcelona Nov 16-17, 2014 | Agenda page 4 of 4</p>