MPSA Board would Benefit from a Service Perspective

The ability to market and sell managed print services (MPS) is clearly important; but it is the service operations that holds the key to a successful and ongoing MPS program.

Are you a member of the MPSA?

If so, our own Mike Woodard has been nominated to run for the Managed Print Services Association board. Please take a moment to vote for Mike.

Please hurry! Your vote must be in by June 11th.

BIO

Mike Woodard, a service consultant with Strategy Development, has 30+ years experience in all aspects of field service operations and service strategy development. Mike developed and leads a Service Management University workshop, which was part of the reason that Strategy Development was recently recognized with a leadership award for education & training from the MPSA. When he is not training MPS providers, Mike is a service consultant for Strategy Development, leading client engagements to a high quality, efficient, and productive service operations.

Throughout his career, Mike has led the implementations for a wide variety of strategic service initiatives that resulted in increased customer satisfaction, improved employee retention and morale, and a specific record of accomplishment including a 25% improvement in service productivity resulting in a 5-point increase in service profitability. Mike has developed and implemented strategic service initiatives aimed at enhancing the customer experience, advancing market differentiation, and improving service productivity:

• National service compensation program and career path
• International service recognition program
• Service specific performance management and appraisal process
• Customer feedback process
• Aftermarket pricing
• Technical support center deployment including help desk
• Call center dispatch automation
• National field service mobile wireless communication solution
• Service route optimization
• Remote equipment communication
• Knowledge management
• Customer retention

Mike has been responsible for operational leadership, P&L management and strategic direction of a $1.2B field service operation throughout the US and Canada. He was accountable for the quality of field service delivery provided by 5,000-field service professionals involved in 20,000 customer-facing events per day.
Mike is a recognized team player and consensus builder and has championed multiple Six Sigma projects, has extensive merger experience, and has served on corporate compensation and human resources review boards.

Companies & Titles

Strategy Development – 2 years
Service Consultant

IKON Office Solutions - 20 years
National VP, Field Service Strategy
National VP, Field Services
National VP, Field Service Operations
Regional VP, Field Services
Marketplace VP, Field Services

Xerox Corporation - 18 years
District Service Manager
Region Service Financial Planning & Analysis Manager
Region Quality Assurance Manager
Field Service Manager
Field Service Technician

Owner, Xerox Agency

On a personal note, Mike attended the University of Colorado and San Diego City College with a focus on Business Management. He also served with the United States Marine Corps, is a Vietnam Veteran, and a recipient of the Navy Achievement Medal.