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February BTA Service Management University Scheduled

21 Jan, 2010

February BTA Service Management University Scheduled

Kansas City, MO — On Feb. 16-19 in Dallas, the Business Technology Association (BTA; www.bta.org) and Strategy Development (www.strategydevelopment.org), a management consulting and advanced sales training firm, will present the OMD version of the “BTA Service Management University” (SMU).

Service managers are under tremendous pressure to deliver sustainable margins greater than 52 percent. In order to achieve this goal, service management needs to understand a multitude of profit inputs that range from setting prices, to how employees are deployed through parts usage and logistics and onto employee performance and development. In order to be effective, today's service manager needs to be able to communicate with other company leaders, interpret reports, use data to develop and execute plans, and develop their employees to ensure maximum productivity.

The Strategy Development team of Mike Woodard and Jack Duncan, who lead the SMU, has helped hundreds of service leaders achieve 52 percent-plus profit. Woodard and Duncan are uniquely qualified to develop service managers in every aspect of leading and managing a successful service department. SMU is designed for service leadership, including vice president, director, service manager or service supervisor.

Attendees will leave with an understanding of how to: assess the service department's strengths and weaknesses; develop specific actionable plans to address areas of opportunity; execute action items to drive sustained profitability and quality customer service; and use reports to identify opportunity areas and measure results.

Among some of the course topics: drivers of industry benchmarks to improve profitability; managing a service P&L — how to read, interpret and react; aftermarket pricing (balance profitability and competitiveness); service organization structure (how to properly align resources); establishing accountability and ownership; technician performance management and development; technician productivity (continuous improvement); territory management; first-call effectiveness and how to achieve benchmark; understanding the cost of response time; workload analysis and staffing requirements; managing the base (identifying and addressing high-cost machines); parts inventory effectiveness; leveraging technology to improve results; ERP set-up and reporting; and how to effectively service MPS agreements for maximum profit

Woodard has 30-plus years experience in all aspects of field service operations and service strategy development. During his 20 years with IKON Office Solutions, he held key regional and national service operations positions, including national vice president of field service strategy, national vice president of field services and national vice president of field service operations. Prior to joining IKON, Woodard spent 18 years with Xerox Corp.  

Duncan has more than 35 years of industry experience with direct service P&L and operations responsibility. He initially launched Service Management University in 2005 and over the last four years, he has trained more than 200 service and operations professionals, CFOs and dealership owners. Duncan is known throughout the industry as the leading consultant for reporting and management software set-up.

For more information or to register for the workshop, visit www.bta.org/smu or call (800) 843-5059.

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