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Strategy Development Launches Service Manager University, November Dates Set

7 Oct, 2009

Strategy Development Launches Service Manager University, November Dates Set


Bryn Mawr, PA (October 2009)— Since 2005, Jack Duncan, through Service Management University (SMU), has trained hundreds of service managers and other industry leaders on how to run a profitable and customer focused service organization. Over the last six months Mike Woodard, service consultant at Strategy Development, has been developing an advanced service leadership training curriculum. With the addition of Jack Duncan to the Strategy Development team, we have incorporated Mike’s curriculum into the former SMU with numerous enhancements, retaining the course title of Service Manager University.

The Strategy Development Service Management University will be specifically tailored to your industry management software. Therefore, SMU will be offered in an OMD* version and an e-automate* version. Both classes will be held in Dallas, Texas, which is centrally located for travel, and will span 3.5 days.

Strategy Development Service Management University – SMU

OMD version

Dallas, TX

November 10-13

Strategy Development Service Management University – SMU

E-Automate version

Dallas, TX

November 17-20

Bringing together the top two consultants in the industry—with over 70 years of experience—SMU is the only service management training program that combines practical instruction with the case study approach and ties the learning’s into the industry management software to provide real world use of reports. The reporting aspect is unique yet critical since they are a cornerstone of running a highly profitable customer focused service department. Additionally, actually having the opportunity to work with all of the tools usually available in the office provides the opportunity to internalize the learning’s and avoid the data dump of other training courses.

Mike Woodard split his first 35 years of experience between Xerox and IKON. Having held numerous field management and staff positions in the service function at Xerox, Mike joined IKON as a Marketplace Vice President of Service. While at IKON Mike held the corporate position of Vice President of Service Technology with responsibility for selecting and implementing all of IKON’s field technology. Mike was also the corporate Vice President of Field Service Operations, with responsibility for developing and deploying training that improved technician efficiency; designing and implementing field resource planning and budgets; call center and parts operations, and revenue capture. Finally, Mike served as Vice President of Field Service with budget responsibility of $1.2 billion and direct responsibility for over 6,000 employees. In this position Mike also had responsibility for succession planning in the field service function and served on the corporate compensation council.

Jack Duncan is known as the industry guru of management software. Over the last five years Jack has worked with hundreds of service leaders through his prior firm, Jack Duncan Consulting (JDC). In this capacity Jack has helped companies improve service operations, increase cash flow, and exceed industry benchmarks in service. Prior to forming JDC, Jack was a field specialist for a manufacturer and a highly accomplished dealer VP of Service.

Service Management University 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

• Execution of action items to drive sustained profitability and quality customer service

• Use reports to identify opportunity areas and measure results

When the service leader leaves this class they will clearly understand how to identify and address any issue within the service department. As the leading consulting firm in managed print services the service leader will also understand how to properly manage this growing part of the business.

Course topics:

• Understanding what drives industry benchmarks to improve profitability

• Managing a service P&L, how to read, interpret, and act

• Aftermarket pricing: Balance profitability and competiveness

• 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: 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

• And more……

Fee: $2,595 for first student / $2,195 per additional student in same class

Five or more students in same class please call for discount

Lunch, refreshments, and snacks are included. Each student will leave the class with a work book and zip drive including all class materials and reference information.

To enroll email Jim Boulden: boulden@strategydevelopment.org

For questions please contact Jack Duncan, duncan@strategydevelopment.org or call 469-287-2605 or contact Mike Woodard, woodard@strategydevelopment.org or call 303-362-0892

*OMD is a trademark of ECI2 and e-automate is a trademarks of Digital Gateway, Inc




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