The Business Technology Association (BTA) has added a new online workshop to its educational offerings: FIX: Cost Management for Service 3.0, which is an updated version of the association's previous in-person FIX workshop. The online workshop will be held via Microsoft Teams from 11 a.m. to 2 p.m. each day from Oct. 14-17. Taught by Jack Duncan of Jack Duncan Consulting (JDC), the newly updated workshop not only focuses on the industry-standard benchmarks as taught in BTA's ProFinance workshop, but also how to delve into them to identify potential areas for improvement, and their impact on profits and efficiency. All topics will apply to copier/MFPs, printers and/or IT services.

FIX 3.0 will continue to focus on cost management for service and how it can impact departmental efficiency and profitability. KPIs will include those from the ProFinance model and will be used to "open the hood" to tell the story within. At the heart of the benchmarks continues to be first-call effectiveness (FCE) and its impact on manpower requirements, response time and, ultimately, profitability.

A special addition to this version of FIX will be the development of an action plan after completion of the workshop. JDC will work with each dealership individually to establish this action plan based on the company's specific benchmarks. The cost of the action plan is included in the tuition fee.

"Having taught various BTA courses and seminars since the 1980s, I'm excited to again work with the association to provide an updated version of FIX: Cost Management for Service," Duncan said. "With all the changes in our industry and the challenges they bring, it's critical we equip our service teams with the knowledge they will need to manage their departments. To ensure the attendees' success, an action plan for each dealership is included in the price of the workshop. I will meet individually with each dealership to establish a plan going forward that will include goals for increasing departmental efficiency specific to the dealership."

BTA member tuition is $750 and includes two attendees per dealership. Additional attendees from the same dealership are $350 each. BTA members can also apply their $150 or $250 educational discount received with their membership toward the workshop. Non-member tuition is $1,250 (the price includes two attendees and a one-year BTA dealer membership). A full agenda for the workshop can be found on the BTA website.

"I am excited that BTA is working with Jack Duncan to update the FIX workshop to a 3.0 version, offering a fresh perspective on cost management for service," said 2025-26 BTA President Debra Dennis. "Jack has a unique ability to transform complex cost management strategies into actionable insights. I took the original FIX course many years ago and have since collaborated with Jack to enhance our service department's bottom line. This is a great course for all service managers to learn the story behind their numbers, with Jack as an expert guide."

For more information or to register for the workshop, visit www.bta.org/FIX3.