Upcoming Workshop Dates: (Note: Space is limited to 16 for this online workshop. Registrants confirmed on a first-come, first-served basis.)
Oct. 14-17 - 11 a.m. to 2 p.m. each day, held via Microsoft Teams
Member Tuition: $750 per dealership (Includes two attendees per dealership.)* (Additional attendee from the same dealership: $350. Discounts do not apply to additional attendee registrations.)
Non-member Tuition: $1,250 per dealership (Includes two attendees and a one-year BTA dealer membership. If you are not a current BTA member, visit www.bta.org/JoinBTA.)
*BTA members may apply their $150 or $250 educational discount received with their membership toward this workshop. Redeem your discount when registering by entering promo code: $150Discount or $250Discount.
The numbers we all talk about tell a story. Understanding what the numbers tell us is how we run smarter businesses.
What story do your numbers tell?
The online FIX: Cost Management For Service 3.0 workshop is an updated version of the original FIX workshops developed for service managers. This new workshop not only focuses on the industry-standard benchmarks, but also how to delve into them to identify potential areas for improvement, and their impact on profits and efficiency. All topics will apply to copier/MFPs, printers and/or IT services.
Agenda
Average Daily Productive Hours Per Tech
What qualifies as productive time?
Average start and end times
Calls Per Day Per Tech
Gross and net
Hold for Parts Percentage
Effective car stocks
Restocking rrequency
Callback Percentage
Callback criteria
First-Call Effectiveness
The "king" of profitability
Performance Measurements
Mean copies between visits
Mean time between visits
Mean copies between failures
Mean time between visits
The Data Tells a Story
How do we interpret the data to find opportunities?
Burden Rates
What is it?
What goes into it?
How do we calculate it?
Manpower Requirements
Demand time — What is it and how can we calculate it?
How many technicians do we need? What if our performance (FCE) improves?
Goals
Goal setting to drive profitability
Monthly productive hours per tech
Callback percentage
HP percentage
FCE percentage
Service Cost Factors
Labor cost per page
Parts cost per page
Developing Maintenance Agreements
What needs to be included in the SLA?
Margin versus markup
Using cost factors to produce pricing for profit
Privately Owned Vehicle (POV) Reimbursement
Review and Discussion
Schedule
Tuesday - Friday, 11 a.m. to 2 p.m., held via Microsoft Teams
Course Instructor
Jack Duncan's career in the office technology industry spans more than 50 years, beginning in 1972 after his return from the Vietnam War. Beginning as a service technician in Kansas City, Missouri, he rose to service manager and then spent time as a senior regional technical manager for Ricoh. From there, Duncan spent 15 years at a large dealership in Arkansas, where he was responsible for all service, supply and inventory operations, and moved from director of service to vice president of service. During that time, Duncan also became active in the OMD User Group, where he began teaching classes as well as serving on its board of directors.
After the Arkansas dealership was purchased, Duncan moved to the Dallas, Texas, area, where he implemented the OMD software system, as well as served as a service manager and vice president of service.
Thanks to Duncan's love for teaching, in 2004 he started JDC – Jack Duncan Consulting, which is still in operation today. He developed and taught classes beginning with Service Managers University, as well as classes on optimizing inventory and more. During this time, Duncan also worked with NEXERA (BEI) and Digital Gateway on many projects. He estimates that he has taught approximately 350 to 400 students during his career, and still actively works with two dealerships.
Jack Duncan's career in the office technology industry spans more than 50 years, beginning in 1972 after his return from the Vietnam War. Beginning as a service technician in Kansas City, Missouri, he rose to service manager and then spent time as a senior regional technical manager for Ricoh. From there, Duncan spent 15 years at a large dealership in Arkansas, where he was responsible for all service, supply and inventory operations, and moved from director of service to vice president of service. During that time, Duncan also became active in the OMD User Group, where he began teaching classes as well as serving on its board of directors.