1. Service Management SIG Open Forum + Migration Strategy – R/3 Customer Service to CRM Service Session 4001

2. Program Slide: Be Courteous – Cell Phones and Pagers Off or on Vibrate

3. Who: Group Structure Product Lifecycle Management Engineering & Construction (E&C) Environmental Health & Safety (EH&S) Plant Maintenance (PM) Product Data Management (PDM) Project Systems (PS) Quality Management (QM) Service Management (SM)

4. How: Group Leadership Joe Fortescue, PSEG PLM Group Chair Ray Tucker, Briggs & Stratton Influence Chair SM SIG Chairs Roger Koopman, Lennox Intl. JoEllen Fiorvante, Eli Lilly Program Coordinator SM SIG Program Chair Richard Kiefer, Lam Research Corp.

5. Scheduling Notes… - 4001: Adding Migration Strategy – R/3 Customer Service to CRM Service - 4003 and 4007: Not SM sessions, they are PS Overflow sessions in Room 277 - 3907: (Tuesday 11:00-12:10, room 276) Joint QM/SM session - TBD: (Tuesday 1:20-1:50, room 277) trying to add “Solution Comparison – R/3 Customer Service and CRM Service” What: Program Overview & Highlights

6. Where: After the Conference Mark Your Calendars ! 2003 ASUG Forum on PLM November 2-5, 2003 Phoenix, Arizona Call for Speakers available NOW! Visit http://www.asug.com/events/asug2003/ for more information.

7. Initial SM Topics Suggestions for the Forum: -Technical Objects/Master Data -Contracts-Warranties -CATS Interface-Time Confirmation -Reporting-Resource Related Billing -Configuration Management -Service Order/Notification Processing -Measurements and Counters -Service implementations using CRM Need Your Input!!! When: Planning for the Forum

8. Volunteer Positions: Looking for volunteers Elections during session 4010 (Tuesday, 3:30-4:40) Need nominations for -SIG Chair -SIG Program Chair

9. PLM vs. CRM: Where does Customer Service/Service Management belong (to be discussed at business meeting on Tuesday afternoon)? -Product Lifecycle Management (PLM) or -Customer Relationship Management (CRM)

10. Question and Answer Keep abreast of current changes at asug.com For Group questions, contact ASUG at groups@asug.com or 312.321.5142

11. Thank you for attending! Please remember to complete and return your evaluation form following this session. Session Code: 4001