Jiffy Lube Signature Service Oil Change Computer Based Training (CBT)
Transcription
Jiffy Lube Signature Service Oil Change Computer Based Training (CBT)
® Jiffy Lube Signature Service Oil Change Computer Based Training (CBT) Execution Manual March 2010 Deployment On-Demand ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. Contents 3 Contacts 3 Why Is This Important? 3 Overview 4 What’s New? Pre-Game: Getting Ready!! 5 Training 5 What Franchisees/Service Centers Need to Know Game Day: Make It Happen!! 6 The Customer Experience! 6 Best Practices for Continued Success 6 Huddle/Rally Script 7 Step-by-Step Guide 9 Manager’s Execution 10 CBT Release Dates 11 Frequently Asked Questions & Answers (FAQ’s) √ Checklist Post Game: Make It Better!! 13 Daily Training and Observation Guide (DTOG) 18 Strengthening Activities ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 2 Contacts Department JLI Field Operations Contact Name Your JLI DM: Contact Number Email Training & Development Mike Phillips +1 713-546-4158 [email protected] Why Is This Important? In May 2010 we will relaunch our core service, better known as Jiffy Lube Signature Service® Oil Change. This Execution Manual will serve as a guide in the preparation of the Signature Service® Relaunch, specifically by utilizing the new Jiffy Lube Signature Service® Computer Based Training (CBT). The following are benefits to both customers and franchisees/service centers: Customers: The CBT provides service center employees with the appropriate conversational dialogue that they should be having with customers regarding Signature Service®. As Jiffy Lube® service center employees become more knowledgeable about Jiffy Lube Signature Service® Oil Change, it helps to educate your customers on the value that Jiffy Lube® delivers. Franchisees/Service Centers: The CBT not only equips service center employees with the necessary tools and knowledge to convey a message to Jiffy Lube® customers that sets Jiffy Lube® apart from the competition, but it also reinforces J Team Service Standards. As a result service center employees will be more confident about their roles and the services that Jiffy Lube® offers. Overview Jiffy Lube Signature Service® Oil Change has been the cornerstone of the Jiffy Lube® product and service offerings. A Signature Service® is more than an oil change and includes: Change Oil with up to five (5) quarts of quality oil Oil filter Inspect Brake fluid level in transparent reservoirs Serpentine belts Wiper blades ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 3 Antifreeze/coolant reservoir levels Engine air filtration system Exterior lights Chassis, lubricate when applicable Check/Fill Tire pressure And the following vital fluids: Transmission/transaxle Differential Transfer case Power steering Windshield washer Battery water (excluded sealed batteries) Clean Exterior windows Vacuum interior floors As an added value, between service visits up to 3,0 0 0 miles, customers receive FREE top-offs on motor oil with the same type of oil purchased originally and on any of the vital fluids, with a maximum of 2 quarts per fluid. While the Signature Service® Relaunch is scheduled for May 2010, there is some preparation leading up to the official relaunch. What’s New? The CBT includes the following details: ® More concise Signature Service description for the customer ® Signature Service now consists of four categories, which include: 1. Change 2. Inspect 3. Check/Fill 4. Clean New Items included in each of the above categories ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 4 PrePre-Game: Getting Ready!! Training A step-by-step illustration of how to access the Signature Service® CBT is provided on pages 7 – 8 of the appendix. Jiffy Lube Signature Service® Oil Change CBT: Section One: Introduction Section Two: Signature Service® Details Section Three: Creating the Desired Customer Experience Certification Test Proficiency Exam What Franchisees/Service Centers Need to Know To access the Signature Service® CBT you must log into JTSS Main Menu (below JTSS Training column) and then click on Signature Service® Oil Change. A step-by-step guide on how to access Signature Service® CBT is provided in the appendix on pages 7 – 8. Signature Service® CBT is available to service centers on March 1, 2010. The goal is to have at least 80% of all service center employees complete the Signature Service® CBT by May 17, 2010. Daily Training and Observation Guide (DTOG) is provided in the appendix on pages 13 – 17. Target audience includes: Service Center Technicians Service Center Management Multi-Unit Supervisors Franchisees Signature Service® Relaunch date is May 17, 2010. See Manager’s Execution Checklist on page 9 for procedures. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 5 Game Day: Make It Happen!! The Customer Experience! Signature Service® CBT equips service center employees with the knowledge to provide the customer with a concise description of Jiffy Lube Signature Service® Oil Change. Signature Service® CBT helps service center employees to educate customers on their vehicle(s). Best Practices For Continued Success Plan a huddle to communicate the reason for the Signature Service® Relaunch (See sample Huddle/Rally Script below). Create a plan specific to your service center to obtain the 80% completion goal. Identify the number of service center employees to complete Signature Service® CBT each week. Identify how often the CBT completion check-up will be measured and by whom. Schedule completion of Signature Service CBT on your Activity Board (service centers participating in OpEx). Develop a plan to complete DTOGs and integrate into your Activity Board (service centers participating in OpEx). Huddle/Rally Script Service Center: Team, we are getting ready for the Jiffy Lube Signature Service® Oil Change Relaunch! I know what some of you are thinking, “We already offer Signature Service®.” Well the question is, do our customers know and understand what Signature Service® really is? Research shows that the majority of customers DO NOT know what Signature Service® is. It is our job to educate our customers on what is included in Signature Service®. This is our opportunity to set Jiffy Lube apart from the competition. But before we begin to educate our customers, we must first educate ourselves. To help us, there is a brand new Signature Service® CBT on Jiffy Lube University. I would like all employees to complete the training by May 17, 2010. I have created a CBT completion schedule. (Read names, dates, and times to service center employees). The schedule will also be posted on the activity board. It should take approximately 20 to 30 minutes to complete the CBT. XX (provide number of service center employees) should complete the CBT per week so we can reach our goal of at least 80% completion by May 17, 2010. I will be tracking to see who has completed the CBT each week. Are there any questions? If not, good luck with your Signature Service® training. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 6 Step-by-Step Guide At the Service Centers: The training is part of the CBT, which is installed on some or all of the service center computers. 1. Click on the J Team Service Standards icon then enter your UserID and Password. 2. Click on Next. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 7 3. Click on Next. 4. Click on Signature Service® Oil Change. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 8 Manager’s Execution √ Checklist Instructions: 1. Intended use is for JLI District Managers, Franchisees and franchisee middle management team. 2. Complete an Execution Checklist at the service center. 3. Use this checklist to assist the franchisee and service centers reach the 80% CBT completion goal. √ YES (1) PROCEDURES COMMENTS ACTIONS TAKEN NO (0) Is the Service Center Manager aware of the Jiffy Lube Signature Service® Oil Change CBT? Has the Service Center Manager expressed the importance of the Signature Service CBT to service center employees? Has the Service Center Manager communicated the 80% completion goals? Do service center employees know how to access Signature Service CBT? Are DTOGs being utilized in conjunction with the Signature Service CBT? Have 80% of service center employees completed CBT by May 17, 2010? Total: _____ out of 6 ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 9 CBT Release Dates The Signature Service® Oil Change lessons are in the February 15, 2010 (Release 18) version of the CBT. This version should be in all service centers by March 1. To determine whether this version has been downloaded to your store, please launch JTSS and verify that the startup screen looks like this: If you do not have this version by March 1, please contact POSNet Support, 888-333-4767 and tell them what date appears on the start-up screen. These are the dates of recent versions: Release Release Release Release Release Release Release Release Release Release Release 18 17 16 15 14 13 12 11 10 9 8 02/10/2010 12/28/2009 11/09/2009 06/30/2009 06/29/2009 04/27/2009 04/20/2009 03/16/2009 03/09/2009 02/02/2009 01/07/2009 ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 10 Frequently Asked Questions & Answers Q. What is the Jiffy Lube Signature Service® Oil Change Relaunch? A. Signature Service® Relaunch is a purposeful focus on reintroducing our core service to customers. We are not changing anything about the service, name, or the components of Signature Service®. This is about re-educating our system and our customers about the Signature Service®. Q. Why are we relaunching Signature Service®? A. Our customers do not know what the Jiffy Lube Signature Service® Oil Change is! In fact, less than 51% of our customers recognize the term Signature Service® while only 20% of our non-customers know what it is. To our customers we provide an oil change and we are not given credit for the additional features of a Jiffy Lube Signature Service® Oil Change, above changing the oil and the oil filter. Q. Why is this important? A. Studies show that customers believe that we only provide oil changes and nothing more. It is essential that we create brand awareness around the Jiffy Lube Signature Service® Oil Change so that we can differentiate ourselves from our competition, grow customer count, and increase profitability. Q. When is the CBT course available? A. It will be released system wide on March 1, 2010. Q. How do I access the course? A. Step-by-step guide and illustration provided in the appendix on pages 7 – 8. Please be mindful that service centers and JLI DMs have a different set of procedures, which are identified in the step-by-step guide. Q. When does the CBT need to be completed? A. We have set a goal of getting 80% of all service center employees certified in this module by May 17, 2010. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 11 Post Game: Make it Better!! ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 12 Jiffy Lube Signature Service® Oil Change OJT / Practice DTOG Proficiency Exam This is “the most important” step in the Jiffy Lube® training process! Approximately 90% of an employee’s skill is learned through on-the-job-training (OJT) and practice. The “OJT” and “practice” components within this form are specifically designed to provide the OJT trainer and the trainee with a platform to learn, evaluate and build the high level of technical and performance competence required of technicians at Jiffy Lube. Instructions: Duty / Task to be Performed Accountability for Completion Duty / Task Objective Review document prior OJT Conduct OJT/practice throughout the day Manager/OJT Trainer/Trainee Manager/OJT Trainer/Trainee Complete evaluation at the end of day OJT Trainer Review the evaluation at the end of the day Manager/OJT Trainer/Trainee Maintain reviewed evaluations Manager/OJT Trainer To establish learning expectations To provide skill building opportunities through practice To measure the daily progress of the trainee toward achieving technical and performance proficiency (task mastery). To identify the progress, identify performance opportunities and to set a course of action for the next day’s activities. By using coaching and feedback the trainee will be able to make improvements to his/her performance and clearly understand the Jiffy Lube performance expectations. It is required that the trainee achieve a rating of “P” – Proficient” on all tasks before administering/certification of the trainee. 1 --- Below Target Did not perform the required task(s) Did not perform the required task(s) in proper sequence Did not perform the required task(s) within specified time (performance standard) Quality defects present Required a great deal of coaching 2 --- Slight Improvement Needed Completed most of the required tasks Completed most of the required tasks in proper sequence Performed most of the required tasks within specified time (performance standard) Required some coaching P --- Proficient Completed all of the required tasks in proper sequence Performed all of the required tasks within specified time (performance standard) Zero defects ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 13 Jiffy Lube Signature Service® Oil Change Date: Trainee: Trainer: Service Center: _________________________________ _________________________________ _________________________________ ____________________________________ Primary Duty and Task Action/Behavior 1. Describe Signature Service in the way you should present it to a customer. Our Signature Service is more than just an oil change. We change your oil with up to 5 quarts of quality motor oil, change the oil filter Inspect key components Check and fill your tires and multiple vital fluids Clean exterior windows and vacuum the interior floors Talks directly to customer; makes eye contact. Describes Signature Service naturally and does not seem to "recite" it. Covers all points in the correct sequence and with an appropriate emphasis on each key word. Call/Response Rating 1 2 P Talks directly to customer; makes eye contact. Clearly states top-off policy. Is clear about the limitations on mileage and number of quarts per fluid. 1 2 P Role-play a response to a customer's question: "Why should I get a Signature Service instead of just an oil change?" 1 2 P 2. Describe the top-off policy and its limits. Free top-offs between service visits up to 3,000 miles a maximum of 2 quarts per fluid with motor oil of same type originally purchased or any of the vital fluids 3. State the two main benefits of performing all of the items of a Signature Service. Helps maintain the value of their vehicle Help customers enjoy their vehicle longer ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 14 Jiffy Lube Signature Service® Oil Change Primary Duty and Task Action/Behavior Call/Response Rating 4. Identify what we do for each of these items? [Should be presented randomly] Antifreeze/coolant reservoir level Inspect 1 2 P Check / Fill 1 2 P Brake fluid level Inspect 1 2 P Chassis, lubricate when applicable Inspect 1 2 P Check / Fill 1 2 P Battery water Differential fluid Engine air filtration system Inspect 1 2 P Exterior lights Inspect 1 2 P Exterior windows Clean 1 2 P Interior floors Clean 1 2 P Oil filter Change 1 2 P Oil with up to 5 quarts of quality motor oil Change 1 2 P Power steering fluid Check / Fill 1 2 P Serpentine belts Inspect 1 2 P Tire pressure Check / Fill 1 2 P Transfer case fluid Check / Fill 1 2 P Transmission / transaxle fluid Check / Fill 1 2 P Windshield washer fluid Check / Fill 1 2 P Wiper blades Inspect 1 2 P ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 15 Jiffy Lube Signature Service® Oil Change Primary Duty and Task Action/Behavior Call/Response Rating 5. Role-play answering these types of customer questions. Are you going to fill any fluids during the Signature Service? Yes, we fill multiple vital fluids 1 2 P What do you mean you inspect key components…like what components? In any sequence: Antifreeze/coolant reservoir level Brake fluid level Chassis, lubricate when applicable Engine air filtration system Exterior lights Serpentine belts Wiper blades 1 2 P Does that mean you'll fill my power steering fluid if it's low?” Yes. We check your power steering fluid and if it is low, we fill it with the proper fluid. 1 2 P How about my brake fluid. What do you do with that? We inspect your brake fluid and tell you if it's low. 1 2 P All I really want is an oil and oil filter change. Can you just do that and skip the other stuff? We will skip an item when a customer specifically requests it. But our Signature Service is more than just an oil change. By getting a Signature Service you will help maintain the value of your vehicle and be able to enjoy your vehicle longer. 1 2 P ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 16 Jiffy Lube Signature Service® Oil Change Primary Duty and Task Action/Behavior Call/Response Rating 6. State the service standard for each of these situations. Greeting a customer when the customer drives on to the lot… Within 10 seconds 1 2 P When passing near a customer who is not busy with something else, Smile, make eye contact, greet with Good Morning / Good Afternoon 1 2 P When you are within X feet of a customer, you should greet the customer. How close? Within 5 feet 1 2 P When you escort a customer through a bay, where should you position your body? Between the customer and any hazard 1 2 P What does Jiffy Lube “no handles” policy mean The customer never touches a handle in the service center or at their vehicle 1 2 P ________ Date _________________________ Manager Signature ________ _________________________ Date Trainer Signature ________ Date _________________________ Trainee Signature ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 17 Purpose: In order to help you and your team prepare for the relaunch of the Jiffy Lube Signature Service® Oil Change, we have created six ‘Strengthening Activities’. They are intended to facilitate conversation between franchisees, their support staff and service center managers. The ultimate goal of these conversations is to strengthen the service center managers’ skills and increase the consistency in the delivery of Signature Service in your service centers. This is in MS Word format so that you can tailor it to suit your entity’s or service centers’ needs. Why focus on Staffing & Scheduling? To help improve: Flexibility in scheduling – at peak and slow times. The Customer Experience and Operational Excellence. Labor costs. Reduction of warranty claims. How do you get started? Evaluate your current staffing needs by assessing the following statements. If you check any or all of the three boxes below, you might need more staff. You regularly have overtime. Managers and employees can’t take their requested days off. Even when you have everyone scheduled at your peak times, your employees still can’t deliver the kind of customer experience you expect from them. Consider using/creating the following to help you recruit qualified candidates if you realize you need to increase staffing levels. A list of reliable sources for recruiting potential employees (i.e. SelectHire/Kronos and Snag-A-Job). Job descriptions to highlight the skills needed for each position (i.e. DevelopU/Intercom). Wage and benefit sheet (to articulate to potential employees the wage/benefits you offer). ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 18 Use these tools and resources to help you improve your schedule if your staffing level is where you want it to be. POS Scheduling Application (on your desktop). Historical sales and customer count data (see STATS). Labor Budget. How can you get advanced support? If you are already skilled in using the tools and resources listed above, there are additional tools that both franchisees and managers can use to improve staffing and scheduling. (Either the hardcopy or Storenet versions), Management for Excellence Section: 402 Create Weekly Schedule 403 Manage Labor 405 Recruitment Training Courses: CBT Scheduling Course, located in Management Training Managing People, part of the instructor-led Advanced Management Training Is there other helpful information? • Resources: If you need help understanding how to use the above tools or have staffing challenges particular to your market/service center, your JLI DM can help you find additional resources or subject matter experts (i.e. OpEx, Training, etc.). • Continual Process: Improved staffing and scheduling is on-going. It is recommended that you always look out for good, qualified people. Think to a sports analogy: Very few championship team rosters remain the same from year to year. Team owners are constantly assessing their personnel and making changes when necessary. That should be the same in your service center. • Cost: You might have concerns that hiring more people will impact your labor costs. Increasing staffing does not necessarily mean that costs will increase. It is challenging but not impossible to balance labor costs while meeting customer’s expectations. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 19 It’s not the will to win that matters – everyone has that. It’s the will to prepare to win that matters.” Coach Bear Bryant, University of Alabama Purpose: In order to help you and your team prepare for the relaunch of the Jiffy Lube Signature Service® Oil Change, we have created six ‘Strengthening Activities’. They are intended to facilitate conversation between franchisees, their support staff and service center managers. The ultimate goal of these conversations is to strengthen the service center managers’ skills and increase the consistency in the delivery of Signature Service in your service centers. This is in MS Word format so that you can tailor it to suit your entity’s or service centers’ needs. Why Motivate Motivate Your Team? The service center environment is very busy and hard to keep motivated To improve teamwork and decrease turnover To increase your service center profitability Everybody loses motivation at some point and needs help getting back on track How do you get started? Think about why you want your team to be motivated! Some of the possible reasons to set an objective that will motivate your team around the Signature Service Relaunch are: To improve the customer experience in your service center To improve the consistency & speed your team delivers Signature Service to customers To win the Market Championship or another level in J-Team® All Stars OR write in an objective specific to your service center that you would like to motivate your team around________________________________________________ ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 20 Create your objective! Then decide how you will measure your progress towards it. Make sure that your objective: o Is Specific & Measurable so you can calculate your progress along the way and know when it has been reached. o Attainable. A challenging objective is motivating, an unattainable objective is not. o Is Relevant. Every objective must be relevant to your service center, otherwise, why do it? o Is Time Bound, in other words, has a beginning and an end date so that your team feels some urgency to complete it. Here is a template that you can use to help you write an objective for your service center. As with any template, you can use it over and over to help you in the future. Write in when you will start and end your objective, what your objective is and how you will measure your progress towards completion of it: Starting __________ and ending ___________ we ____________ from the current level of ______________ to ______________ by measuring ______________. Involve your team! Explain your goal. Get them together in a huddle to share your goal When you follow up with your team, share specific results of how well they are doing against the goal so they know what is working, as well as what isn’t. Celebrate individual and team performance! Catch people doing something right and recognize it immediately! Recognize goals achieved or stellar performance to YOUR boss in front of the employees so they know how much you appreciate them. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 21 How can you get advanced support? If you are already skilled in using the steps above, consider attending these Instructor Led Training Courses: Managing People Goal Setting Other helpful information • J-Team All Stars: If you are using J-Team All Stars to motivate your team’s performance, send in photos of your employees for inclusion in the J-Team All Stars Newsletter. Everyone likes to see their picture and name in print. Best of all . it is FREE! Either email them to your JLI DM or to [email protected] • Cost: You might have concerns that motivating people will cost you money. Motivating people with cash/prizes isn’t always necessary. o Set up small teams within your service center. Challenge them to see which team can meet the goal first. Internal competition is usually enough to motivate people. o Use the resources available to you through Jiffy Lube. There are currently two contests that you might be able to take advantage of: J-Team All Stars has cash and prizes for the winners and is FREE. The Go Red Win Big! Contest has cash for the winners and is FREE also! o If you have questions about either contest, ask your JLI DM. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 22 Purpose: In order to help you and your team prepare for the relaunch of the Jiffy Lube Signature Service® Oil Change, we have created six ‘Strengthening Activities’. They are intended to facilitate conversation between franchisees, their support staff and service center managers. The ultimate goal of these conversations is to strengthen the service center managers’ skills and increase the consistency in the delivery of Signature Service in your service centers. This is in MS Word format so that you can tailor it to suit your entity’s or service centers’ needs. Why focus on Team Meetings? To help improve: Understanding and commitment to the service center goals. The Customer Experience and Operational Excellence. Keep everyone on the same page so they work as a team towards your goals. Challenge the J-Team® to focus improvements on specific areas. How do you get started? Evaluate your need for a team meeting to determine what type of meetings you need. You may need a formal team meeting if: You haven’t communicated your monthly goals. No one on the team knows what last month’s performance was (both the positive aspects and the areas for improvement). You’ve never actually had a meeting where you address everyone at the same time! ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 23 Have a daily “Rally” – these are morning meetings to get the J-Team focused on the day’s goals and to review any special activities, promotions or training that will be occurring during the day. Take no more than 10 minutes to deliver your positive message about the day. Rallies are a best practice and may be just what you need if: Your J-Team has trouble getting started and focusing. You have a lot of distractions in your service center (deliveries, uniform pickup/drop off, cross training, CBT, new promotions). Your J-Team is asking “who’s working lower bay today?” every morning. Consider having “Huddles” throughout the day. A huddle is an informal meeting to get the J-Team back on track and to get everyone energized. Start as soon as a “rush” ends – you will only need about 3 minutes. Start by discussing your progress towards the day’s goals. Review/ change positions, especially if a new J-Team member has clocked in or if one has left for the day. Remind the J-Team of specific events that are upcoming and who is involved (i.e. a delivery or promotion). Focus on “BEING READY” this is a great opportunity to focus the team on preparing the service center for the next customer. For example, does the UBT have the tools needed for the next vehicle? Has the CSA checked the coffee and the condition of the lounge? Use these tools and resources to help you during meetings, rallies and huddles: The Daily Activity Board. The employee schedule. Daily, weekly, or monthly service center goals or budget. An employee communication board. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 24 How can you get advanced support? Operational Excellence service centers have access to additional tools that both franchisees and managers can use to improve Team Meetings. Franchisee should consult with their Deployment Manager for more details. , Tools for Excellence section: A Daily Activity Board B Employee Communication Board C Customer Rally D “One Car, No Car” Is there other helpful information? • Resources: If you need help understanding how to use any of the mentioned tools or have challenges specific to your market/service center, your JLI DM can help you find additional resources or subject matter experts (i.e. OpEx, Training, etc.). • Continual Process: Team meetings are a very effective method to improve performance. It’s important to remember that consistent high levels of performance require each J-Team member to understand the goals and challenges facing the service center as well as the strengths of the team. • Presentation: Often the single greatest factor in the success of a team meeting, rally or huddle is how it is presented. There are many different presentation styles, but there are a couple common traits to a good presentation. First, be prepared by providing information to your team. Second, ask for their opinion and input when setting goals and deciding what areas to focus on. Finally, as the team leader you must be enthusiastic and positive. ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 25 Purpose: In order to help you and your team prepare for the relaunch of the Jiffy Lube Signature Service® Oil Change, we have created six ‘Strengthening Activities’. They are intended to facilitate conversation between franchisees, their support staff and service center managers. The ultimate goal of these conversations is to strengthen the service center managers’ skills and increase the consistency in the delivery of Signature Service® in your service centers. This is in MS Word format so that you can tailor it to suit your entity’s or service centers’ needs. Why focus on Training? To help: Improve the delivery of Signature Service. Improve the Customer Experience. Reduce warranty claims. Reduce employee turnover. Improve sales and profitability in your service center. How do you get started? Evaluate your current training needs by assessing the following statements. If you check any or all of the boxes, you might need to make training a priority. Does your certification % report indicate a need for improvement (Consult Jiffy Lube University to get the latest certification percentages)? Consult your JLI DM if you do not have access to Jiffy Lube University. Are my employees cross-trained to cover all positions in JTSS? Are my employees trained properly to perform ancillary services? st Have my key employees attended Specialty Classes (CSA Enhanced & Sales 1 training)? Has my management team completed the CBT management courses and attended Advanced Management training? Do I have a structured learning path for my employees to follow in order to ensure their growth in my organization? ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 26 Develop a plan to complete the training Refer to Strengthening Activity #2: Motivating Your Team. Set a goal and plan your training activities. Make this plan part of your weekly schedule. What training resources are available? CBT modules & Daily Training Observation Guides (DTOGS), especially the brand new Signature Service module that was released on March 1, 2010. DTOG’s and Proficiency exams and other useful training documents can be found on the shared drive (H:) under Documents>Training in your store POS system. Other CBT modules & DTOGS such as the JTSS modules. JLU (Certification % Report, Master Development Charts, Expiration Reports, etc.) JLI Policy & Procedures Manual (Chapter 9, Sections 9.1 – 9.8.3). CSA Enhanced Training Workshops (schedule through JLI DM*). Sales Training Workshops (schedule through JLI DM*). Advanced Management Instructor-led training (schedule through JLI DM*). * Instructor led courses require planning and must be scheduled at least 90 days in advance. Is there other helpful information information? Some best practices for ensuring training is consistent and ongoing would include: • A consistent orientation process that utilizes the proficiency exams. exams Employees being scored as “certified” must exhibit the desired behavior prior to being checked off. • Scheduled activities during downtime. downtime For example, a store may schedule role-play activities of the greet, lounge orientation and service review every Tuesday and Thursday. Every Monday and Wednesday during downtime the activity could be practice JTSS with “ghost cars” or “one car, no car.” This is also a great time to perfect Calls & Responses. • Participation in the JJ-Team All Star competition. This will help to encourage JTeams to be the best they can be and to create better execution at the store level, resulting in increased customer satisfaction. It’s a “Win / Win” for everyone! ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 27 ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 28 ©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of Jiffy Lube International, Inc. All rights reserved. 29