This 45-minute complimentary webcast features David Mowat, Senior Manager of Global Support Operations at Cisco Systems and member of The Service Council™.

Cisco, ranked 62nd on the 2011 Fortune 500, a list of America's largest companies, at $40B+ in annual revenue, has been a worldwide leader in networking - transforming how people connect, communicate and collaborate since 1984. Cisco's view on Reverse Logistics Management: to deliver a globally consistent, scalable, world class, end-to-end business solution by unlocking value from product returns aiming to optimize net cash contribution, reduce transaction cost, improve customer satisfaction and promote corporate citizenship.

During the webcast, Bill Pollock, Chief Research Officer of The Service Council™ also presents findings from the 2011 Service Parts Logistics Benchmark Survey which featured 200+ executive level respondents.

Bob Johnson, Chief Service and Information Technology Officer of Sprint and member of The Service Council™ Advisory Board, joined The Service Council™ on a 45 minute webcast titled Service Transformation Management as part of the Smarter Services Webcast Series™.

Bob discusses the Service Transformation Sprint has gone through in recent years (since Dan Hesse's hiring as CEO in 2007) which has elevated Sprint to a leader in customer satisfaction and the recipient of several awards including the 2011 Customer Service Champion award from J.D. Power & Associates, Vocalabs’ recognition for #1 in First Call Resolution, and acknowledgement as “most improved in customer satisfaction” across all industries by The American Customer Satisfaction Index (Michigan University, Ross School of Business).