Service Managers' University
8-CD set containing
all 8 Self-Paced Training Modules
Each CD contains Knowledge Checks and a Final Quiz to help you retain the information
Below is a brief description of each training module:
SMU Module 1 - "Profitable Service Starts With A Solid Foundation"
This training course is the first in a series of programs focusing on profitable management of your service department. Every project needs to start with a solid foundation. Your service department is no different. In this self-paced training module, we will cover the three business units that make up every profitable service department. Those are – Demand Service, Maintenance Agreements, and ProfitSmart Activities. These three units can only be successful by mastering technician motivation, goal setting for your techs and department leadership. Set your solid foundation in place today.
SMU Module 2 - Demand Service - "It's All About That Price!"
Demand Service – It’s all about that price – This program focuses on proper management of the service department within your company. The service department can and should be the most profitable area of the company but many times isn’t due to improper management and leadership. We focus on the time that the service technicians should be engaged in demand service activities, dig into the need for proper pricing and check to see if your service pricing is in line.
SMU Module 3 - Demand Service - Key Performance Indicators
Demand Service - Key Performance Indicators is where we get into the nitty gritty. Your techs will never miss a goal you don't set for them. You need to put goals in front of them for each of the key areas of performance. Then you need to measure against them goals and track their actual performance. We will cover five different Key Performance Indicators that you need to track on each of your technicians. You will learn what each Key Performance Indicator is, how to set the goal for your company, and how to measure against each KPI.
SMU Module 4 - Maintenance Agreements - "Creating Profitable Lifetime Customers"
Maintenance Agreements - Creating Profitable Lifetime Customer, focuses on the second business unit in your service department - that is Maintenance Agreements. Maintenance Agreements are the foundation stone for profitable growth in your company and can affect the cash flow for every other department in the company. We will look at what makes up a successful maintenance agreement program, how to price your agreement properly and what the pitfalls are in not focusing on each of these critical areas.
SMU Module 5 - Maintenance Agreements - Key Performance Indicators
Maintenance Agreements - Key Performance Indicators is Module 5 in a series of programs focusing on profitably managing your service department. In this module, we will focus in on the key performance indicators that you need to track for every service technician to insure profitable, productive performance in your maintenance department. We will define them and teach you how to calculate them.
SMU Module 6 - ProfitSMART Activities - "Turning On The Cash Flow"
Complete Now This program will focus on ProfitSmart activities. These are activities that the technicians need to participate in that will affect the rest of the company. This includes much more than just service. It is focusing on things like selling maintenance agreements, renewing maintenance agreements and generating qualified sales leads.
SMU Module 7 - Career Techs, Goals and Motivation
Your techs will never miss a goal you don’t set for them. It is imperative that you decide what performance you will demand from your techs. If you don’t set the benchmark, they will. In this module, we will look at the importance of setting goals and how to motivate your technicians and get them involved in the process.
SMU Module 8 - Service Department Leadership - "Where Are We Going?"
As the service manager in your company, you are the leader of your service department? As you lead, your service techs will follow. If you don’t like the performance of your team, maybe it’s not them. We will look at leading your service department and things that you can do to improve the performance of your team.