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Business Technology Association Announces BTA Field Service Foundations Workshop

12 Dec, 2012


Kansas City, MO - December 12, 2012 - The Business Technology Association, in partnership with Service Strategies Corp., San Diego-based consulting and training firm dedicated to advancing service excellence, is launching a new classroom educational workshop that will provide office technology service professionals the guidance and tools they need to manage a highly successful field service operation. The class will make its debut on Feb. 6-8 as the front-runner workshop to the Winter Break event www.bta.org/BTASoutheastEvent, to be hosted by BTA Southeast on Feb. 8-9 at the Rosen Centre Hotel in Orlando, Fla.

"In developing an industry-leading educational workshop lineup, BTA has always worked hard to identify and engage the best sources for curriculum and instruction," said BTA National President Terry Chapman. "It is not a task that is taken lightly. Rather, we are dedicated to finding training partners who have the utmost expertise, providing the most value to our members. In that regard, Service Strategies is an excellent new partner for BTA and will be well received within the office technology industry."

The BTA Field Service Foundations Workshop, designed for service management and dealership principals, is a two-full-day course that will provide a solid foundation of skills needed to successfully manage a field service operation. Field service managers must have a high quotient of skills and insights into the specific demands of their customers, team members and the service business environment. This workshop includes topics covering leadership, coaching and facilitating the activities of a field service team toward the accomplishment of the evolving technical services mission.

The workshop is broken up into 10 modules, each with its own learning objectives: Leading the Knowledge-Based Organization; Managerial Leadership and Behavior; Understanding the Service Product; Customer Satisfaction and Loyalty;Managing Strategically for Field Service Operations; Management Operations Analysis;Decision Making for Field Service; Staffing and Resource Planning; Performance Measurement and Metrics; and Performance Coaching and Retention. Including steps to:

· Assess the impact of change on the service operation.
· Identify the three managerial systems that make up the foundation of an effectively managed field service organization.
· Examine and explain the nature of field service solutions as service products.
· Explain how service offerings contribute to the overall strategies of the organization.
· Identify the production resources of the field service organization.
· Understand the impact of combining scheduled, semi-scheduled and demand activities in a field service operation.
· Explain the value of inspiring, encouraging and challenging members of the field service team.

The BTA Field Service Foundations Workshop instructor is John Hamilton, president of Service Strategies. He has more than 30 years of service industry experience, and has a well-rounded background from managing engineering, quality control and training organizations. Hamilton is also a frequent speaker at service and support conferences worldwide. Prior to founding Service Strategies, he was global director for technical support at EDS Unigraphics, a provider of CAD/CAM and PLM systems.

"We spent considerable time working with the BTA leadership team to customize the curriculum of the BTA Field Service Foundations Workshop to address the specific service management challenges of the association's members," Hamilton said. "The agenda is designed to be very interactive and enables participants to share their real world experience. I am excited about teaching this workshop and am looking forward to getting more actively involved with the BTA membership.”

BTA member tuition for the BTA Field Service Foundations Workshop is $1,695; a 10 percent discount applies when dealerships send multiple attendees to the same workshop offering. BTA members may also apply their $150 or $250 discount coupon received with their membership toward this workshop. Non-member tuition is $2,125 and includes a one-year BTA dealer membership. For more information on this workshop, visit the website: www.bta.org/FieldServiceFoundations or call (800) 843-5059. Attend the Feb. 6-8 workshop and receive free full registration to Winter Break.

Founded in 1926, the Business Technology Association serves office technology dealerships, resellers, manufacturers, distributors and service companies. Its core members — office technology dealerships — consult, sell and service hardware, software and supplies with the goal of helping businesses maximize their investment in devices and technology. Through the association's various educational programs, information, research, legal services, publications and guidance, BTA member dealerships are positioned to be the premier source of the office technology used by businesses throughout the United States every day. For more information on BTA, visit its Web site at www.bta.org or call (800) 505-2821. The fax number is (816) 941-4838. You may also write to: BTA, 12411 Wornall Road, Kansas City, MO 64145.




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