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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:
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.
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:
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.
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
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
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
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
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 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
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.
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
� 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.
� 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 infoIs there other helpful infoIs there other helpful infoIs there other helpful informationrmationrmationrmation????
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!