jiffy lube signature service oil change computer based...

©2010, Jiffy Lube International, Inc. Jiffy Lube International, Inc. is a registered trademark of

Jiffy Lube International, Inc. All rights reserved.

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.

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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 √ Checklist

10 CBT Release Dates 11 Frequently Asked Questions & Answers (FAQ’s)

Post Game: Make It Better!!

13 Daily Training and Observation Guide (DTOG) 18 Strengthening Activities


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Contacts

Department Contact Name Contact Number Email JLI Field Operations Your JLI DM:

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


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� 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 0000 0000miles, customers receive FFRREEEE

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


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PrePrePrePre----Game: Getting Ready!!Game: Getting Ready!!Game: Getting Ready!!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:

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.March 1, 2010.March 1, 2010.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.May 17, 2010.May 17, 2010.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.May 17, 2010.May 17, 2010.May 17, 2010.

See Manager’s Execution Checklist on page 9 for procedures.

� Section One: Introduction

� Section Two: Signature Service® Details

� Section Three: Creating the Desired Customer Experience

� Certification Test

� Proficiency Exam


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Game Day: Make It Happen!!Game Day: Make It Happen!!Game Day: Make It Happen!!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, 2010May 17, 2010May 17, 2010May 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.


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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.


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3. Click on Next.

4. Click on Signature Service® Oil Change.


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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.

√ PROCEDURES YES (1)

NO (0)

COMMENTS ACTIONS TAKEN

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


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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 1March 1March 1March 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 18Release 18Release 18Release 18 02/10/201002/10/201002/10/201002/10/2010












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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, 2010March 1, 2010March 1, 2010March 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 May May May 17, 201017, 201017, 201017, 2010.


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Post Game: Make it Better!!Post Game: Make it Better!!Post Game: Make it Better!!Post Game: Make it Better!!


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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 � Manager/OJT Trainer/Trainee � To establish learning expectations

� Conduct OJT/practice throughout the day � Manager/OJT Trainer/Trainee � To provide skill building opportunities

through practice

� Complete evaluation at the end of day � OJT Trainer � To measure the daily progress of the

trainee toward achieving technical and

performance proficiency (task mastery).

� Review the evaluation at the end of the day � Manager/OJT Trainer/Trainee � 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.

� Maintain reviewed evaluations � Manager/OJT Trainer

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


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Date: _________________________________

Trainee: _________________________________

Trainer: _________________________________

Service Center: ____________________________________

Primary Duty and Task Action/Behavior Call/Response Rating

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.

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

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

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

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


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4. Identify what we do for each of these items? [Should be presented randomly]

� Antifreeze/coolant reservoir level Inspect 1 2 P

� Battery water Check / Fill 1 2 P

� Brake fluid level Inspect 1 2 P

� Chassis, lubricate when applicable Inspect 1 2 P

� Differential fluid Check / Fill 1 2 P

� 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


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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


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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


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Purpose:Purpose:Purpose: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 & SchedulingWhy focus on Staffing & SchedulingWhy focus on Staffing & SchedulingWhy focus on Staffing & Scheduling???? To help improve:To help improve:To help improve: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 startedHow do you get startedHow do you get startedHow 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).


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expectations.

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 supportHow can you get advanced supportHow can you get advanced supportHow 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 informationIs there other helpful informationIs there other helpful informationIs there other helpful information???? • Resources: Resources: Resources: 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: Continual Process: Continual Process: 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: Cost: Cost: 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


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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: Purpose: Purpose: Purpose: In order to help you and your team prepare for the relaunch of the Jiffy Lube



service center managers.

The ultimate goal of these conversations is to strengthen the service center



entity’s or service centers’ needs.

Why MotivWhy MotivWhy MotivWhy Motivate Your Teamate Your Teamate Your Teamate 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

HowHowHowHow do you get started do you get started do you get started 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________________________________________________


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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.


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.

How can you get advanced supportHow can you get advanced supportHow can you get advanced supportHow 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 informationOther helpful informationOther helpful informationOther helpful information • JJJJ----Team All Stars: Team All Stars: Team All Stars: 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]

• CostCostCostCost: : : : 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.


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Purpose:Purpose:Purpose:Purpose: In order to help you and your team prepare for the relaunch of the Jiffy Lube








Why focus on Team MeetingsWhy focus on Team MeetingsWhy focus on Team MeetingsWhy focus on Team Meetings????

To help improve:To help improve:To help improve: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 startedHow do you get startedHow do you get startedHow 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!


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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.


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How How How How can you get advanced supportcan you get advanced supportcan you get advanced supportcan 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 informationIs there other helpful informationIs there other helpful informationIs there other helpful information????

• Resources: Resources: Resources: 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: Continual Process: Continual Process: 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: Presentation: Presentation: 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.


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Purpose:Purpose:Purpose:Purpose:

In order to help you and your team prepare for the relaunch of the Jiffy Lube





managers’ skills and increase the consistency in the delivery of Signature Service® in



Why focus on TrainingWhy focus on TrainingWhy focus on TrainingWhy focus on Training????

To help:To help:To help: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 startedHow do you get startedHow do you get startedHow 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?

� Have my key employees attended Specialty Classes (CSA Enhanced & Sales 1st

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?


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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 availableWhat training resources are availableWhat training resources are availableWhat 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.

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Some best practices for ensuring training is consistent and ongoing would include:

• A consistent orientation process that utilizes the proficiency examsA consistent orientation process that utilizes the proficiency examsA consistent orientation process that utilizes the proficiency examsA consistent orientation process that utilizes the proficiency exams. Employees

being scored as “certified” must exhibit the desired behavior prior to being

checked off.

• Scheduled activities during downtimeScheduled activities during downtimeScheduled activities during downtimeScheduled activities during 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 JParticipation in the JParticipation in the JParticipation in the J----Team All Star competition.Team All Star competition.Team All Star competition.Team All Star competition. This will help to encourage J-

Teams 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!


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