Realizing Market Potential -- RMP II
The “New Quest Service Management Level III” is the culmination of the Professional management Development of Service Management. The introduction of “Best Practices” and the elimination of “Non Value Added” Activities deliver unparalleled excellence to customers. The Session consists of 4 elements presented during a two day seminar.

	The Challenges of the Labor Market – Recruiting and Retaining Talent The new business realities of telecommuting, outsourcing and labor scarcity present management challenges not yet seen in capital goods distribution, are exposed and explained. How to take advantage of the population demographics and the “older” worker presenting both and opportunity and challenge needs to be understood. How can we attract part time workers in high school and trade schools? The partnership between the education community and our Industry needs to be fostered if we are to succeed, some tips are shared. It is not just about getting the right people on the bus anymore it is finding them to put on the bus first.
	Operational Best Practices –Being all that you can be A “How To” guide on what the high performers in our Industry do to stay ahead. From System Support to the Paperless Office and all points in between; IT and Manual system solutions and cutting edge technology are exposed. How the communications methods and styles used to report progress against goals and targets affect success; dashboards; bulletin boards; employee suggestion boxes and more.
	Activity Based Costing and Management – Lean Management Explained. Value Added versus Non Value Added operations. The explanations of operational techniques to utilize to maximize effectiveness in operations; Systems applications; Tools and Technologies as well as understanding the uniqueness in the individuals who make a difference for our customers and suppliers. This is an extension of the operational excellence developed in the Balanced Scorecard.
	The Needs, Wants and Frustrations of Parts – Your CRITICAL Partner Service and Parts working together – what a thought. Imagine the power of service and parts as a partnership rather than a competition. Developing the synergies available and understanding the paradigms in play unleash excellence to the next level. This produces a customer experience that is second to none. We finish with the models to use to determine market potential and how the combination of Service and Parts can finally achieve market penetration and market capture rates that are commensurate with the skills and talents in the dealership.

This is the final level in the development of a Professional Service Manager. It is intended to deliver an individual who can lead the dealership to its rightful position in the marketplace and in the relationships with their customers. This individual will deliver the absorption levels necessary to provide for a secure and profitable Service business.