Service & Operations Benchmarks itexadmin
Day 1 – April 19th
9:00AM – 9:50AM
Service Automation – Predictive Service
Traditionally service has been viewed as a reactive process, repairing products when they fail. With new developments from manufacturers like Konica Minolta, HP, Toshiba, etc. is Predictive Service finally coming to fruition?
Jon Reardon is the Group Director of Data Platform Services at InfoTrends. Jon provides research, analysis, briefings and consulting on the markets for software and services within small and medium-sized businesses and workgroups within large corporations. Jon produces InfoTrends’ annual software and services forecasts and industry trends analysis, strategic assessments, and manages primary vendor, channel and end-user research studies. He has more than 20 year’s industry experience. Prior to joining InfoTrends, Jon served as the Senior Vice President of Marketing and Product Development for Konica Minolta Business Solutions U.S.A. and has held executive level positions in field service, technical support and engineering services with Minolta Corporation and Canon USA (Canon Computer Systems, Inc.). Jon currently serves on the board of directors for the Computing Technology Industry Association (CompTIA). Jon holds a Bachelor’s Degree from SUNY at Cortland and a Master’s Degree from New York University. Expertise: Channels • Go-To-Market & Positioning Strategies • Services Marketing • Document Workflow Solutions & Standards • Document Management Solutions • Device Management Solutions • Workgroup Office Peripherals • Mobile Workforce Automation Solutions • Professional Services & Service Management
11:00AM – 11:50AM
SMI: Supplies Management Investigation
The aftermath of growth of MPS and the promise of just in time fulfillment may sometimes make your business processes feel like a crime scene. What are the ways dealers can clean up an often neglected area of supplies fulfillment? How can MPS Providers make changes to drive higher revenues and reduce waste? Meet your lead MPS operations investigator and dealer program leader for a rare look inside an MPS program that reduced administrative processes and eliminated waste while growing in devices being monitoring and overall revenue.
Sarah HendersonDirector - MPS Solutions, Clover Imaging Group
Sarah Henderson serves as Director, MPS Solutions for the Clover Imaging Group (CIG). In this role she focuses on improving MPS program effectiveness and profitability for CIG partners and resellers. Sarah is a passionate thought leader who also serves the industry on the Executive Committee of the MPSA and by contributing to industry publications and events. A home, she is a proud hockey and dance mom and serves on the Urbandale Parks and Recreation Commission
2:30PM – 3:20PM
Data Driven Dealer – Predictive Analytics
Making smart business decisions consists of using measurable, accurate information to make not only the best decision, but also the best informed decision. Running service as a business requires us to know things about our business such as machine service hours required to service our population, how many technicians we need etc.
In this session, we will discuss Key Performance Indicators and how we can use them to run a profitable and ProActive service department.
Jack Duncan began his career in the office machine industry in Kansas City after returning from Viet Nam. He assumed the position of Service Manager of the small startup dealership Tri State Copy Systems. After several years there he joined the team at Modern Business Systems where he rose to the position of Service Manager for the Kansas City Branch.
In the years following Modern Business Systems, Jack spent 5 years with Ricoh as a Senior Regional Technical Manager followed by 14 years as Director of Service and finally VP of Service for City Business Machines in Little Rock Arkansas. In 1999 Jack and his wife Paula moved to Dallas to work for ASI Business Solutions where he helped setup and implement OMD as well as many departmental policies and procedures while on his way to becoming VP of Service there. In 2004, Jack founded his own consulting business, JDC Jack Duncan Consulting where he built and taught Service Managers University, working with users of both OMD and e-automate. He also developed the interface between e-automate and US Fleet Tracking’s GPS program.
In 2014, the desire to get back into the trenches was hard to overcome and Jack took a position as VP of Service for Standley Systems, one of the largest dealerships in Oklahoma with the goal of moving the service department from Good to an Elite Service Department.
With that goal accomplished, Jack is very proud and honored to join BEI Services, heading up the REACH Leadership Development program. He feels that BEI’s Technician Assessment program and the soon to be released Accountability Module are the most effective tools for managing service technicians in the industry. He is currently developing and teaching the REACH Leadership Training Program along with a Logistics class for Parts and Inventory personnel.
Day 2 – April 20th
9:00AM – 9:50AM
Benchmark and Best Practices for BreakFix Service
Ron Alphin VP Business Solutions Operations, LMI Solutions
Ron Alphin is Vice President of Business Solution Operations at LMI Solutions. Ron has held both sales and operational roles since leaving the Navy in 1987. With 12 years of experience in the Imaging Industry, Ron spent two years selling equipment and MPS solutions for Datamax of Saint Louis, eight years at Supplies Network helping to build their MPS solutions, including Break/Fix service, and the last year and a half at LMI Solutions helping to build out their services and customer service programs. Ron is currently on the Executive Council for the IT Services and Support Community for CompTIA, as well as a Board of Directors member for the MPSA, where he serves as executive sponsor for the Standards and Best Practices Committee.
11:00AM – 11:50AM
How to Set Up Your NOC and Triage Center for Managed IT
Ilan and Palindrome specialize in servicing Small and Medium sized businesses with their ever changing technology needs. Ilan is a founder of the (IBCTE) Institute of Business Communications and Technology Excellence and prides himself in educating business leaders on the perils of badly managed IT. Ilan is a member of the FBI’s infragard and the US Secret Service Electronic Crimes Task Force, both partnerships between the private sector and the federal government. Ilan is also a proud member of the Microsoft Partner Research Panel and was invited by RONIN Corporation to serve on an IT Advisory Panel, featuring an exclusive international community of IT decision-makers that consults on important issues. Mr. Sredni has been featured in many leading professional publications and often donates his time for speaking engagements to non-profits as a way to give back.
*The purchase of the Certificate Pass includes access to an exclusive track of education which allows attendees to earn a certificatein IT Security from CompTIA and differentiate themselves from their competition!
Attendees who choose to earn the certificate will be unable to participate in ITEX Educational sessions as the certificate and education run concurrently.