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BTA Service Management University (SMU)

Upcoming Workshop Dates and Locations:
  • May 22-23, 2012 - Parsippany, N.J.*
Member Tuition: $1,995**
(Additional attendee from the same dealership: $1,495)

Non-member Tuition: $2,275 (Includes a one-year BTA dealer membership with $150 member coupon applied.)

*BEI Services is offering its customers a $400 account credit when they attend the May 22-23 SMU Workshop.

*Attention Katun Customers: Get $300 off future Katun purchases when you attend the May 22-23 SMU Workshop.

**BTA members may apply their $150 discount coupon received with their membership toward this workshop. Redeem your coupon upon registration by entering promo code: $150Coupon.

Click here to register for the May 22-23 workshop.

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.

This workshop, taught by Ken Staubitz of Strategy Development, 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
When service leaders leave this class, they will clearly understand how to identify and address any issue within the service department.

Course Topics:
  • 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
  • How to effectively service MPS agreements for maximum profit
And more ...

  • Day One starts at 8 a.m. and ends at 5 p.m.
  • Day Two starts at 8 a.m. and ends at 5 p.m
Hotel Information:

The class will be held at:
EverBank Commercial Finance
10 Waterview Blvd.
Parsippany, NJ 07504

Hotel reservations can be made at the Embassy Suites Parsippany, which is across the street from EverBank.

Embassy Suites Parsippany
909 Parsippany Blvd.
Parsippany, NJ 07054
Phone: (973) 334-1440
Website: Click here

Course Instructor

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.

Click here to register for the May 22-23 workshop.


"I believe this was a great training and ideal for all managers at every level."

Joe Green
Applied Imaging
Grand Rapids, Mich.

"Ken's course will help me fine tune and bring back the results my organization seeks — 50 to 55 percent gross profit in service. Great stuff!"

Fred Gonzalez
CopySource Inc.
Coral Springs, Fla.

"I found this class extremely beneficial and feel confident it will easily pay for itself in 90 days. I will, without a doubt, be more effective after this class."

Blake Elliott
Standley Systems
Chickasa, Okla.

"Excellent class, excellent material and excellent presentation. I could tell it was taught from 'real-world' experience, not just reading from a script. As a manufacturer, I enjoyed the insight [and in-depth information available from BEI]. Being able to look into the 'numbers' and interpret the meaning is invaluable to a dealer. Seeing what is available to dealers was very informative."

Jim Jaquess
Kyocera Mita America Inc.
Fairfield, N.J.

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