Service Management Unit I: When It's Right (WIR I)
Presented by Ron Slee November 13-14, 2013 Chicago, IL
Ron Slee unveils a completely redesigned course for service managers on the essential elements of establishing and managing an efficient, productive, and profitable service department. This two-day workshop will focus on the new principles of management in the modern business environment, provide a thorough introduction to accounting and finance for service personnel, examine proven methods of work order process management, and use value-added selling to form lasting customer relationships.
The Principles of Management
The Basic Principles of Management - what we call the Pursuit of Performance: Planning, Organizing and Control; Job Descriptions and Responsibilities, Performance Standards and Targets - what it looks like when it is right; Employee counseling with praise and constructive criticism in Personnel Management; Time Management to set yourself free; The Business of Change and how to overcome resistance to change; How to survive in spite of ourselves.
Introduction to Accounting & Finance for Service Personnel
Understand Financial Statements from the Service Department Perspective. Clear and understandable definitions of the main financial terminology a supervisor/manager must have. Learn the Dealership Financial Fitness Model; and Profitability Pyramid. Asset Management and the value of Return On Assets. Pricing and Return on Capital Employed (ROCE) Discover new truths about the famous "Discount" and the consequences of it on the customer and the business.
The Operational and Process Foundation
Balancing Labor and Skills Availability with Customer Service: Work Order Process Management; simplification is not just a nice word it is very possible in this clear exposure of the flow and needs of a service management job function. The impossible made understandable. Completion Dates and Meeting Them. Unleash your true power of knowledge by learning about flat rating and shop floor scheduling.
It's All about Customers
Satisfying everyone's requirements and developing relationships: "Inspections" to ensure Machine Reliability, Technical knowledge and advice. How you should use price as a marketing tool; variable labor rates and their application. Value added selling; and the value of Customer Retention. Surveys to develop satisfied customers for life: Customer Profiles and all the background required to make customers your apostles.
Who Should Attend:
Executives and Branch Managers
The seminar will be held 8 a.m. to 5 p.m. both days.
Registration fees: Due and payable within 10 business days of registering. Meeting confirmations will not be sent until payment is received.
About the Presenter:
Ron Slee is the founder of R.J. Slee & Associates, a consulting firm that specializes in dealership operations – celebrating more than 30 years in business in the U.S. Ron also operates Quest Learning Centers, a company that provides training services specializing in product support; and Insight (M&R) Institute, a company that operates and facilitates Dealer Twenty Groups.
Meeting Location and Accommodations
Meeting Location and Accommodations
The Hilton Garden Inn - Chicago O'Hare Airport
2930 South River Road
Des Plaines, IL 60018
Refund Policy: For seminar cancellations, notice needs to be received at The AED Foundation in writing at least 30 days prior to the event date for refund. If cancellation notice is received less than 30 days prior, credit will be extended to the registrant to attend another AED Foundation seminar event within the same calendar year. This credit can be applied only to specified seminar events as determined by The AED Foundation.
For Questions or feedback Contact Pat Novak at (800) 388-0650 ext 347.
Associated Equipment Distributors (AED) is an international trade association representing companies involved in the distribution, rental and support of equipment used in construction, mining, forestry, power generation, agriculture and industrial applications. AED member dealers are unique in that they are each authorized, via contract with an original equipment manufacturer, to inventory, sell and service new machinery in a given geography. More than 90% of AED's factory authorized dealers rent construction equipment as well. The Associated Equipment Distributors strongly adheres to and strongly advocates principles of integrity, ethics and fairness. The AED urges its members to conduct their businesses ethically and compatibly with the free enterprise system and the laws which govern it. Contractors can locate factory authorized construction equipment dealers at the MachineMart® web site.
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