Critical Metrics & Operational Excellence Protocols
for Service Leaders Premium Webinar
Proven Techniques Employed by World Class IT Industry Service Leaders
Taylor Business Group will be conducting a 3-part web based training program, Critical Metrics & Operational Excellence Protocols for Service Leaders.  This is targeted at MSP owners, Services Leaders and COOs.
The training program will kick off on January 9th, 2018 at 1:00pm ET / 12:00pm CT / 11:00am MT / 10:00am PT. The next sessions will be offered on January 16th and January 23rd at the same times.  Each session will be 3 hours. 
The training will be conducted by Dennis Hunter – Executive Business Coach. Dennis owned his own business for 20 years and has been a coach for Taylor Business Group for the past 7 years.
Click here to make your $995.00 payment followed by GoToWebinar registration.
The Need For This Training
Building high value relationships is the foundation of a top performing MSP business. It is easy to believe that if we are delivering top notch service and support efficiently to our clients that they value our services and are loyal to us. Unfortunately, this is not true.
Based on our sales and business coaching work with over 120 of our clients, we find that the practices of the Service Organization of most MSPs must be improved dramatically.
Solid service delivery doesn’t translate into strong client relationships but it is the table stakes needed to get into and stay in the game.
That is why we have decided to make this training available to you. The program is based on the best practices employed by world class Service Leaders in the IT industry and proven to work with our mid-sized IT MSP clients in Taylor Business Group.
The Purpose of This Program

  • Understanding the many roles of the Service organization – as you grow, you add different expertise to your staff. The interaction of each of these roles is critical to success.
  • You will need to clearly define each of their roles and responsibilities along with providing a career path for each of them.
  • Writing clear and concise job descriptions
  • Identifying the nine different service revenue opportunities
  • Discuss service personnel compensation and performance metrics
  • Learn how to price service personnel’s time
  • Discuss how to measure the performance of the Service Department
  • Understand the Financial Scoreboard—Your P&L

Who Should Attend
MSP owners, COOs, and Services Leaders / vCIOs
How The Training Will Be Conducted
The sessions will be conducted as a series of 3 live go to meeting sessions, each lasting 3 hours:
Session 1: 
  • Introductions
  • SWOT Analysis
  • Role of the Service Department
  • Service Career Positions
  • Project Management
  • Service Revenue Opportunities
Session 2: 
  • Service Revenue Opportunities, continued
  • Business Systems Requirements 
  • Service Personnel Compensation
Session 3: 
  • Pricing Service Personnel’s Time
  • Measuring Service Personnel Performance
  • Final SWOT Analysis
  • The follow up 
Handouts and Take Home Material:
  • Seminar workbook for reference
  • Sample Job Descriptions
  • Spreadsheet Templates in Excel
  • Service Maintenance Agreement
  • A better understanding of the components of a profitable service business
  • Six different sets of service performance benchmarks
Your Investment
The three sessions require an investment of $995.00 and must be paid in full up front to be included. Since these sessions are integrated and build on the learnings in previous modules, there is no real value in attending any single session without the others. For this reason, the sessions will be recorded and made available to all participants in case you have to miss a session or a portion of it for any reason.
Click here to make your $995.00 payment followed by GoToWebinar registration.
Questions: Email Dennis O'Connell at This email address is being protected from spambots. You need JavaScript enabled to view it..

Taylor Business Group has been a leader in the IT industry for almost two decades. As evidenced by clients who represent nearly $400,000,000 in annual revenue, Taylor Business Group has developed the metrics and methods that drive business success. The average Net Operating Income (NOI) of our members has increased from under 8% to over 12%. That's over $16,000,000 of additional real profit created annually!