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Strategy Development Holds Successful Service Management University

28 Jan, 2010

Strategy Development Holds Successful Service Management University

Bryn Mawr, PA (January 2010) — Strategy Development held the inaugural BTA Service Management University (SMU) earlier this month in Dallas, Texas, to rave reviews. In order to achieve solid profits and generate cash to invest in growth, dealers need a high performing service department. 

SMU is instructed by the industry’s two leading service consultants, Mike Woodard and Jack Duncan. The service management training program combines in-depth knowledge of the industry leading management systems with real world experience in leading high performing service organizations.

Participants left the 3.5-day workshop with the tools and processes they need to develop service employees and execute on a sound plan to exceed industry benchmark service results.

The feedback from the participants clearly demonstrates the value of the learning:

  • “Jack Duncan and Mike Woodard were excellent instructors. Their ability to explain the purpose of each topic and then apply it to everyday use was great. I found this class extremely beneficial and feel confident it will easily pay for itself in 90 days.” — Blake Elliott, Operations, Standley Systems, Oklahoma City, Okla.
  • “Excellent class, excellent material, and excellent presentation. I could tell it was taught from “real” world experience, not just reading from a script.” — Jim Jaquess, Kyocera Mita America, Fairfield, N.J.
  • “Jack and Mike both did a wonderful job delivering the material. Their knowledge and experience was invaluable. I came back to our dealership with the tools to really make an impact on our service department gross profitability.” — David Redd, Vice President of Service, Stargel Office Solutions, Houston, Texas

Woodard’s career spans more than 30 years at Xerox and IKON, holding both line and staff positions. Most recently he had full P&L responsibility for IKON’s $1.2 billion service function. Woodard implemented all of IKON’s service technology and developed the processes and employee development plans for a team of over 6,000 employees. Duncan is the industry leading consultant on service reporting and has held various line and support service positions at the dealerships and OEM level. Their combined experience and success join together to provide the most comprehensive learning’s available for your service team.

A snapshot of some of the topics addressed in this workshop:

Understanding what drives industry benchmarks to improve profitability

  • Manage 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

  • How to effectively service MPS agreements for maximum profit

The next BTA Service Management University will be held February 16-19 in Dallas, Texas. To register please go to www.bta.org or contact Mike Woodard, woodard@strategydevelopment.org or (610) 742.4701

About Strategy Development
Strategy Development, a management consulting firm focused to the technology and outsourcing space, specializes in business planning, sales effectiveness, advanced sales training, and operational and service improvement.  For more information visit Strategy Development at www.strategydevelopment.org



About BTA

The Business Technology Association (BTA) serves office technology dealerships, manufacturers, distributors and service companies. Its members manufacture and/or sell and service hardware, software and supplies that help businesses be more efficient and save money. Through education, information and guidance, BTA members are the premier source of the technology used by businesses throughout the United States every day.

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