Total Profit Solutions for IT Companies®
Service Leadership Index®
- Product GM% - BIC Profit SPs: Q2-12 27.6% Q3-12 26.8% Q4-12 29.0% Q1-13 23.6%
- Product GM% - Median Profitability SPs: Q2-12 24.0% Q3-12 20.2% Q4-12 21.9% Q1-13 20.8%
- Product GM% - Bottom 1/4 Profitability SPs: Q2-12 12.0% Q3-12 22.3% Q4-12 15.0% Q1-13 6.4%
- Services GM% - BIC Profitability SPs: Q2-12 53.7% Q3-12 57.6% Q4-12 54.9% Q1-13 53.1%
- Services GM% - Median Profitability SPs: Q2-12 47.7% Q3-12 47.5% Q4-12 46.9% Q1-13 44.0%
- Services GM% - Bottom 1/4 Profitability SPs: Q2-12 41.0% Q3-12 37.8% Q4-12 36.8% Q1-13 32.7%
- SG&A% - BIC Profitability SPs: Q2-12 27.2% Q3-12 26.3% Q4-12 27.3% Q1-13 28.5%
- SG&A% - Median Profitability SPs: Q2-12 29.6% Q3-12 28.8% Q4-12 29.8% Q1-13 29.7%
- SG&A% - Bottom 1/4 Profitability SPs: Q2-12 32.0% Q3-12 34.7% Q4-12 37.3% Q1-13 35.7%
- EBITDA% - BIC Profitability SPs: Q2-12 18.4% Q3-12 23.7% Q4-12 21.5% Q1-13 17.2%
- EBITDA% - Median Profitability SPs: Q2-12 8.6% Q3-12 10.3% Q4-12 8.5% Q1-13 6.3%
- EBITDA% - Bottom 1/4 Profitability SPs: Q2-12 −0.3% Q3-12 −2.4% Q4-12 −6.7% Q1-13 −5.2%
Quarterly Solution Provider Performance
Service Leadership Management
Paul C. Dippell
Paul Dippell brings more than twenty-five years of experience building, running, acquiring and integrating IT Solutions companies. Mr. Dippell is often a featured speaker at IT Solutions industry events on the topics of successful channel business model strategy and operations.
Mr. Dippell is founder and Chief Executive Officer of Service Leadership, Inc. a leading Solution Provider consultancy firm, and publisher of the Service Leadership Index® of Solution Provider performance, the industry's broadest and deepest operational and financial diagnostic service. Additionally, Service leadership advises leading global IT manufacturers on channel management and strategies, and SMB and mid-market customer product and services strategies.
Prior to founding Service Leadership in 2001, at USBX Advisory Services, a leading mid-market mergers and acquisitions advisory firm, Mr. Dippell established the IT solutions vertical for this new M&A firm and closed its inaugural transaction.
At All Covered, Inc., the largest provider of IT services to small businesses nationwide and a leading consolidator in the sector, Mr. Dippell was Vice President of Mergers, Acquisitions and Integration, responsible for successfully acquiring and integrating more than fifteen IT services companies in 18 months. Mr. Dippell subsequently founded a mid-market IT services company and performed two private equity raises to launch it.
At Xerox Connect (NYSE: XRX), as Vice-President of Managed Services, Mr. Dippell was responsible for serving Fortune 500 customers worldwide with Managed Services. Simultaneously, he was Vice President of the South Central region.
Before Xerox, Mr. Dippell was at CompuCom (NASDAQ: CMPC) for seven years, becoming Vice President of Service Operations Consulting for this multi-billion dollar IT solutions provider. There, he led the sales and development of advanced IT services and participated in four strategic acquisitions.
Shelia I. Dippell
Shelia Dippell, co-founder of Service Leadership Inc, brings more than 30 years of Information Technology experience acting as a strategic consultant, executive information officer and senior operations manager. Shelia's proven track record in the planning, management and implementation of highly successful computer systems and telecommunications networks, coupled with her hands on senior operations and customer service management, makes her an invaluable asset to both the Service Leadership senior management team and the firm's clients.
Just prior to co-founding Service Leadership, Shelia was a Management Consultant for a number of leading firms working in various capacities including: Business Process Consultant for the Vice President of Operations for Source Inc.; IT Operations Consultant for the Vice President of Delivery Services at Erapamus Network Services; IT Management Consultant to the CIO at CompuCom; and Project Manager for the CIO at Medalia Health.
Sheila's experience and expertise was demonstrated well during her engagement with Source Inc. As Business Process Consultant for the Vice President of Operations Shelia interviewed and observed staff to create process flows and make recommendations for quality and productivity improvements including the recommended development of a multidisciplinary "delinquent purchase order review group." Within weeks, this group enabled the initiation of warehouse fees for 1200+ pieces of equipment. Shelia also recommended computer system modifications to increase productivity a projected 25-30% by reducing the number of times a staff member is required to scan a piece of equipment and automating the purchase order to product matching process. Shelia developed an ISO9002 compliant operations procedure template and coached the QA group on a procedure development and review process.
In the years prior to acting as a Management Consultant, Shelia held permanent positions from 1973-1988 beginning as an Assistant Data Processing Manager for Pfizer Inc, moving on to be the Director of Data Processing for St. Joseph Hospital & Health Center and then promoted to Director of Management Information Systems for St. Joseph Hospital, HCC and St. Francis Community Hospital. Shelia then became the Director of Information Systems and CIO of Franciscan Health System.
Brian P. O’Connell
Brian O’Connell is a seasoned technology industry veteran with broad experience encompassing hardware, software and services in both large organizations and entrepreneurial companies. Prior to joining Service Leadership, Inc., Brian was Vice President of North American Sales for Getronics, responsible for the $425mm in sales of all its solutions and services to clients in all market segments.
Prior to Getronics, Brian was at All Bases Covered, Inc. where he was Senior Vice President for Sales and Operations for three years. During Brian's tenure there, the privately-held networking and computer services became a recognized national leader in computer services to the small business market and attracted significant venture capital backing. All Bases Covered's revenues grew from $3 million to over $60 million, and field service staff blossomed from fewer than 50 engineers to more than 375 during that period.
Before All Bases Covered, Inc., Brian was Senior Vice President for Sales and Operations of TeKnowlogy, a technology training and services company in Dallas, TX. When Knowledge Universe acquired that company in 1997 and changed its name to Productivity Point International (PPI), Brian assumed the role of Senior Vice President, Field Operations. He integrated the operations of the 29 separately-acquired training companies under the PPI umbrella over the next two years.
From 1990 to 1996, Brian helped grow CompuCom Systems of Dallas, TX to national prominence. His four-year performance as Northeast Regional Vice President and General Manager with CompuCom, growing that business unit to $40mm in sales, brought him a promotion to company headquarters, where he served as Vice President of Integration Services. In that role he managed the company's strategic shift to consultative technology life cycle services.
Brian began his career as Director of Corporate Sales for The Computer Factory of Elmsford, NY, for five years.
Brain earned his Master's degree in Business Administration from the International Management Development Institute at Lausanne, Switzerland in 1983. Brian is a summa cum laude graduate of the University of Massachusetts, where he majored in Management Information Systems.