February 8-9, 2012 - Orlando, FL BTA Service Management University Set for Feb. 8-9 Attendees receive free registration to BTA Southeast’s Winter Break 2012 district event On Feb. 8-9 in Orlando, Fla., the Business Technology Association (BTA; www.bta.org) and Strategy Development (www.strategydevelopment.com) will present BTA Service Management University (SMU) as a front-runner workshop to BTA Southeast’s Winter Break 2012 district event. Developed by Strategy Development consultants, this two-day workshop will teach service leaders how to assess their departments' strengths and weaknesses; develop specific, actionable plans to address areas of opportunity; execute action items to drive sustained profitability and quality customer service; and successfully deliver profitable service in the MPS world. Attendees will delve into how to set prices, how employees are deployed, parts usage and logistics, employee performance and development, and much more. Participants will leave with a road map on how to achieve 52 percent or more in service gross profits and 60-percent-plus margins in MPS. Taught by Ken Staubitz of Strategy Development, this workshop has helped service leaders optimize their service operations and achieve profits of 52 percent or more. Strategy Development's consultants 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 the 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 Instill ownership and accountability for desired results Successfully deliver profitable service in the MPS world Additional workshop topics include: understanding what drives 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; how to effectively service MPS agreements for maximum profit; and much more. When service leaders leave this class, they will clearly understand how to identify and address any issue within the service department. Staubitz is a service consultant with Strategy Development with 14-plus years experience in all levels of service operations and MPS service structure. Formerly with Cincinnati, Ohio-based Modern Office Methods (MOM) in various service and operational roles, Staubitz was MOM's director of client services where he oversaw all service operations and managed a staff of 60-plus field service personnel. He served on the Lanier Dealer Advisory Council and was an e-automate Service Committee member. As the front-runner workshop to Winter Break 2012, Feb. 8-9 BTA SMU attendees will receive free registration to the BTA Southeast district event. For more information or to register for the workshop, visit www.bta.org/SMU or call (800) 843-5059.