select career opportunities orientations program “scoop” kelly school of business j.t. terry...
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Select Career Opportunities Orientations Program
“SCOOP”Kelly School of Business
Select Career Opportunities Orientations Program
“SCOOP”Kelly School of Business
J.T. TerryRecruiting/ Retention Manager
J.T. TerryRecruiting/ Retention Manager
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Modern Retailing Modern Retailing
Who We Are Who We Are
What We DoWhat We Do
How We Do ItHow We Do It
Questions / Open DiscussionQuestions / Open Discussion
Presentation OverviewPresentation Overview
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Webster’s:Webster’s:Webster’s:Webster’s:
retailing – retailing – n.n. the activities the activities involved in the selling of goods to involved in the selling of goods to ultimate consumers for personal ultimate consumers for personal or household consumptionor household consumption
retailing – retailing – n.n. the activities the activities involved in the selling of goods to involved in the selling of goods to ultimate consumers for personal ultimate consumers for personal or household consumptionor household consumption
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Retail is more than the transaction at Retail is more than the transaction at the cash register…the cash register…
Advertising Legal
Consumer Affairs Market Research
Customer Retention Marketing
Customer Service Operations
Education Purchasing
Finance Quality Control
Human Resources Real Estate
Information Systems Sales
Inventory Services
Manufacturer
Warehouse
Distribution
Retailer
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1984: 300 JC Penney1984: 300 JC PenneyAuto Centers AcquiredAuto Centers Acquired1981: MasterCare1981: MasterCare®® Car Service Concept Car Service Concept
200020001940s: Firestone Home1940s: Firestone Home
and Auto Storeand Auto Store
Circa 1920: Original FirestoneCirca 1920: Original FirestoneService StationService Station
19001900
19201920
19601960
19801980
19901990
1989: Bridgestone1989: BridgestoneBrand Sold Brand Sold at Firestoneat Firestone
1992: Retail1992: RetailStore ChannelsStore ChannelsIntroducedIntroduced
20012001 2001: Reorganization2001: ReorganizationBFS Retail & BFS Retail & Commercial Commercial Operations, LLC Operations, LLC FormedFormed
20022002
2001: Acquired Controlling 2001: Acquired Controlling Interest in Just Under 500 Interest in Just Under 500 TiresPlus StoresTiresPlus Stores
19401940
1960s: Complete Tire1960s: Complete Tireand Service Centerand Service Center
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BFS Retail & Commercial Operations, LLCBFS Retail & Commercial Operations, LLC
The largest number of company The largest number of company controlled tire and automotive generalist controlled tire and automotive generalist retail locations in the retail locations in the worldworld
Today there are more than 2,200 Today there are more than 2,200 company-owned stores operating in 47 company-owned stores operating in 47 states and Canada with 22,000 states and Canada with 22,000 associatesassociates
Largest single owner installed automotive Largest single owner installed automotive tire service provider both in sales and tire service provider both in sales and market share in the worldmarket share in the world
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FactFact
1 out of every 5 tires sold worldwide is made by the
Bridgestone Group
1 out of every 5 tires sold worldwide is made by the
Bridgestone Group
Bridgestone is the world’s largest Bridgestone is the world’s largest manufacturer in the rubber industry.manufacturer in the rubber industry.
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BFS Retail & BFS Retail & Commercial Operations, LLCCommercial Operations, LLC
NATIONAL ASSOCIATION
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WESTERNZONE
(266 Stores)
SOUTH CENTRAL
ZONE(313 Stores)
MIDWESTZONE
(307 Stores)
SOUTH EASTZONE
(326 Stores)
NORTH EASTZONE
(328 Stores)
COMMERCIAL STORE
OPERATION(50 Stores)
MORGANTIRE
(488 Stores)
GCRSTORES
(100 Stores)
CANADA(49 Stores)
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C E O / P re sid e n t
Z o n e V ice P re sid e n t
D is tric t M a n a g er
S to re M a na g er
C ustom er
BFS Retail & Commercial Operations, LLCBFS Retail & Commercial Operations, LLC
Management StructureManagement Structure
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BFRC Retail Business PhilosophyBFRC Retail Business Philosophy
““The further away from theThe further away from thecustomer any decisioncustomer any decisionin business is made…in business is made…
……the worse that decision will be.”the worse that decision will be.”
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0
20
40
60
Getting CarRepaired
Going to TrafficCourt
Renew Driver'sLicense
Filling Out TaxReturns
Men
Women
Source: NAPA/AAASource: NAPA/AAA
Consumer’s Opinion Consumer’s Opinion Car Care Is the Biggest HassleCar Care Is the Biggest Hassle
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Our MissionOur Mission
““To make car care easier for our To make car care easier for our customers.”customers.”
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Our VisionOur Vision
“To be recognized as the To be recognized as the absolute best retail tire and absolute best retail tire and service company in America by service company in America by our associates, our customers our associates, our customers and the industry.”and the industry.”
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Associate SelectionAssociate Selection
To support our position of only hiring the best we employTo support our position of only hiring the best we employseveral methods to assist our field management several methods to assist our field management in making the right selection:in making the right selection:
Educate management associates on the selection Educate management associates on the selection processprocess
Selection certification classroom educationSelection certification classroom education
Structured testing for customer service associates Structured testing for customer service associates
Structured interview guide for store managers usageStructured interview guide for store managers usage
Store Manager guide for technician selectionStore Manager guide for technician selection
College recruiting and summer intern programs College recruiting and summer intern programs nationwidenationwide
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In order to grow, retailers must cut In order to grow, retailers must cut through the clutter and establish a through the clutter and establish a point of differentiation by:point of differentiation by:
Exceeding Customers ExpectationsExceeding Customers Expectations
Creating Customer ExcitementCreating Customer Excitement
Producing the ‘WOW’ Factor to your Producing the ‘WOW’ Factor to your customerscustomers
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Our brand of service as well as how we provide that service to our customers
MasterCareMasterCare®® Strategic Retail Standardization PlanStrategic Retail Standardization Plan
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MasterCareMasterCare®® Plan ElementsPlan Elements
Establishes the point of differentiation Establishes the point of differentiation between us and our nearest competitorbetween us and our nearest competitor
Developed from five important Developed from five important customer values customer values
Each location audited by an outside Each location audited by an outside firm twice per yearfirm twice per year
Individual bonus compensation based Individual bonus compensation based on certification scoreon certification score
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Career Path OptionsCareer Path Options
1.
District or
Zone Staff
2.
Support Center
Staff3.
Other
CustomerCustomer
1. District or Zone Staff
Assistant District Manager
District Manager
Zone Marketing
Zone Operations
Zone Education
Zone H.R./Manager Recruiting Retention
Zone Controller
Zone Safety Manager
2. Support Center Staff
Marketing
Education
Human Resources
Real Estate
Public Relations
Customer Retention
Customer Service
Finance
3. Other
Other LLCs
Dealer Sales
Corporate Accounts
Marketing
Outside
Affiliated Dealer
Summer InternSummer Intern
SchoolSchool
Store Manager TrainingStore Manager Training
Store Manager
PartnerPartner
District ManagerDistrict Manager
Zone Vice PresidentZone Vice President
PresidentPresident
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Welcome to the BFRC Team?Welcome to the BFRC Team?Welcome to the BFRC Team?Welcome to the BFRC Team?