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Agenda

EDE event: Do it yourself! How self-service increases customer satisfaction for citizens and customers
19th May 2008.

16:30 – 17:00 Registration
Fruit, drinks and sandwiches

17:00 – 17:05 Welcome
Katarina Mellström, Country Manager, Fujitsu Services

17:05 – 17:15 Introduction and schedule
Andreas Bohlin, moderator, Fujitsu Services

17:15 – 17:30 Learning from retail: self-service and the customer experience
Dr Mark Dorgan, European Retail Partner, Fujitsu Services

17:30 – 18:10A necessary good: good citizen service through self-service
Gunilla Olnils, Production System and Planning Manager, Swedish Motor Vehicle Inspection Co.

18:10 – 18:40 Self-service in IKEA and how it can encompass a whole company
Fredrik Lönell, Senior Manager of Store Operations, Inter IKEA Systems B.V.

18:40 Questions and answers

19:00 Conclusion
Refreshments

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