advanced hybrid & idea training overview

Welcome!

Advanced Service Management (MFP/MPS)Hybrid Dealer Training

& IDEA (Independent Dealer Executive Academy) Training

Copyright 2009 Pros Elite Group, Inc.


• The industry has been in need of an all encompassing training program that focuses on proven methods that have been developed to drive profitability & operational performance within the Hybrid Dealer service organization.

• Pros Elite Group has developed the industry’s first service training program that focuses on these areas and many more.

• This program is a “Must” attend for Office Imaging Dealers that are serious about driving their margins in service.

• Our unique program is designed for all levels of service management and focuses on execution based actions that you can apply within your dealership.



Key Topics Covered in this 3 Day All Encompassing Training Program

• How to Operationalize the back office functions of MPS

• How to successfully price an MPS deal to ensure benchmark profit margins

• Learn how to Assess your company’s current condition

• Learn how to develop a Customized Action Plan to address your areas of opportunity

• Ensure you know how to properly and strategically execute the plan

• New updated Service Benchmarks “financial & operational” for MFP and MPS

• Service Financials - How to read, interpret and react

• Setting expectations



Key Topics Covered in this 3 Day All Encompassing Training Program, con’t

• Getting “Buy-in” from the employees

• The role of a dispatcher & parts personnel

• Eliminating obsolescence and parts variance’s

• How to “effectively improve” under performing employees

• Generating additional service revenue through MPS

• The impact of product reliability on your profitability!

• The “differentiator for service and sales”



Key Topics Covered in this 3 Day All Encompassing Training Program, con’t

• How to utilize “internal benchmarking” to drive profitability

• Review PIVOT - Performance Improvement Virtual Operations Tool- The industry’s first execution based software - Designed to drive operational performance and profitability.



DAY 1 Topics Covered

Each participant list top challenges they face

Review MFP Financial model

Review MFP productivity model

Productivity/financial exercise – compile results and each group presents their findings.

Review Print Mgmt. Financial & Operational Benchmarks

How to Price an MPS Deal to ensure healthy and competitive service margins. Review MUST DO’s 1-8 (best practices)1.Clearly define and document expectations at all service positions2.Monitor industry benchmarks using correct industry parameters3.Know your monthly budget for all COGS categories4.Define minimum acceptable performance standards5.Use key reporting data to identify opportunities and monitor progress6.Implement an effective stack ranking process7.Ensure you are proactive in addressing product reliability issues and lower than acceptable profit margins.8.Understand how dispatch and parts functions should effectively support service




Exercise to reflect on what was learned on Day 1

Review MUST DO’s 9-15 (Best Practices)

Develop the right incentive programs9.Know how to control parts expense, reduce premature replacements, capture warranty credits & control inventory10.Know your role in maintaining acceptable profit margins11.How to determine the correct field structure for the hybrid environment.12.Develop an effective work process designed to improve machine reliability.13.How to effectively drive your changes down to the tech level on a daily basis.14.How to successfully differentiate your service srganization from your competitors.15.Complete an exercise to test understanding of the MUST DO’s.

Review the Pros Hybrid Dealer Assessment Guide

Break into teams and start the assessment process on a sample company provided by the Pros Elite Group




Continue with and complete the assessment process on a sample company provided by the Pros Elite Group

After assessment process is completed, each team prepares a write-up of their findings

The assessment write-up is presented by each team

Review Action Plan develop process

Each team creates an Action Plan based on the findings from their assessment.

Each team presents their Action Plan to the class.

Review of the assessment process and action plan to ensure the principles learned in training can be correctly applied in a real world scenario.

Module on Effective Delegation (to produce desired results)


IDEA (Independent Dealer Executive Academy) Training

Developing The Elite Executive

• Pros Elite Group partners with Strategic Business Associates to Educate Dealer Principals and Company Executives.

•Knowledge is Power

• For example, what knowledge is required to successfully compete in MFP, MPS, Professional Services, MNS and telephony all bundled in one neatly packaged contract?



So where does a Dealer Principal, Company President or General Manager go to get this knowledge to Transform?

• For those of you who have 10 years of your career that you can spare, go to work for one of the big boys.

• Many of us came from the big companies. If they did nothing else right, they had great training programs.

• Those of us who spent time in big company environments know the value of the training we received.



Don’t have 10 years and a career sidetrack to invest? Then invest one week of your time for your Transformation and become an Elite Executive.

• The Pros Elite Group has partnered with Strategic Business Associates (John Hanson and John Hey) to deliver the Office Product’s Industry’s first training program designed for Dealer Principals, Company President’s and General Managers.

• The Independent Dealer Executive Academy (IDEA) has been designed by former executives of Global Imaging Systems, IKON, Xerox and large Independent Dealers to teach executives how to insure that all functions of their business, Sales, Service, Finance and Administration, execute to the 100+ benchmarks in the Industry Model.

• IDEA also prepares dealer executives how to execute to new paradigms such as Managed Network Services and the 4th phase of MPS. These are the same skills that are applied every day in the Elite Office Products organizations.



Key areas covered in this 4.5 day extensive and all encompassing training program:

• Accounting & Finance - Areas of focus relative to the MFP/MPS financial benchmarking model - Balance Sheet / Income Statements - Cash Flows and Key Financial Ratios.

• President’s Report – Financial Components - what should you look at - how often should you review - what level of drill down should occur based on the results of the data.

• Service Operations - Primary Drivers of Operational and Financial Performance in Service - How to Quantify Your Inefficiencies in Service - Primary Service MUST DO’s that require successful Execution - 5 Things Your Service Manager Should be Expected To Provide You Each Week - Tactics to achieve MFP/MPS service benchmarks




• Admin Operations - Inventory Management / Best Practices - Achieving Receivables portfolio Management benchmarks - Warehousing Best Practices - Effective Payroll practices and controls - Internal I.T. considerations and safeguards.

• Sales Operations - Utilize the Pros Sales Playbook for documenting the Expectations of a Sales Professional - Developing quantifiable Sales Assignments - Creating a Sales Culture throughout the organization - Achieving Sales Activity Benchmarks - Effective Prospecting tools - Qualifying and Rapport building practices and questions for MPS - Sales Activity Tracking / Data Base Management - Productive Compensation Structure - Leasing considerations for the future




• MPS phase 2&3 Managed Network Services - Selling Managed Networks Services as part of an MPS strategy - Organizing your dealership for Managed Network Services - Managed Network Services Benchmarks - Effective Network operations center Management.

• Acquisition Considerations - Explore the strategies behind successful acquisitions - Learn the detail of the steps involved in a thorough acquisition process - Acquisition best practices - Protecting yourself - Integrating the acquisition.

• Strategic Planning / Leadership - Appropriate Utilization of the three leadership styles in the day to day operations of a dealership - Identifying and developing future leaders - Setting and achieving appropriate personal and business goals - Developing a situation analysis and identifying quality starting points for planning - Creating SMART Action Plans - Critical Performance measurements that drive performance.



& IDEA (Independent Dealer Executive Academy) Training

• Both Training Programs Are Eligible for Eligible for Ricoh America’s Co-Op Program (chaMPS portal)”

• Next Advanced Service Management (MFP/MPS) Hybrid Dealer Training is November 7th – 9th, Tampa, FL

• Next IDEA (Independent Dealer Executive Academy)Training is December 5th – 9th, Dallas, TX

• Register by going to ww.ProsEliteGroup.com. On the home page there are links to the IDEA Registration page and Advanced Service Management Hybrid Training area for Registration.