February 8-9, 2012 - Orlando, FL BTA Service Management University (SMU) Feb. 8-9, 2012 Orlando, Fla. Attendees of the Feb. 8-9 SMU workshop will receive free registration to BTA Southeast's Winter Break 2012 district event. For more information or to register, visit www.bta.org/SMU. 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 Pricing: 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.) * BTA members may apply their $150 discount coupon received with membership toward this workshop. Redeem your coupon upon registration. ** Katun customers attending the Feb. 8-9 SMU workshop will receive a $300 Katun account credit. ** BEI Services customers attending the Feb. 8-9 SMU workshop will receive a $400 BEI Services account credit. For more information or to register, visit www.bta.org/SMU