Wave Zero Calibration. Wave 0 Checklist Must be completed every Monday File in Folder with appropriate label Fill out issue tab for DSO to help you get.

Wave Zero Calibration

Wave 0 Checklist

•Must be completed every Monday•File in Folder with appropriate label•Fill out issue tab for DSO to help you get to 100% in all categories

Wave 0 ChecklistWave 0 Checklist

Store Calibration Meetings

•Store meeting once a week •Discuss status of store•OP-X Checklist•What has been sustained i.e. JTSS, PPE, etc…•What needs more work i.e. No handles, Paint, etc..

Effectively utilizing the Guide To Excellence

• Utilizing with opening/closing checklist• Are you performing the daily Tidy’s?• When following up with crew on assignments are you referring to

the G2E?

ARE YOU OP-X READY TO MOVE TO WAVE 1?

J-Team Service StandardsPrimary/Secondary duties

JTSS 3-WayWhat positions are manned in a 3-way?

CSA

Upper Bay tech

Lower Bay tech

JTSS 3-WayWho utilizes the ROC?

Lower bay Tech

Who pulls the Air filter?

Upper bay Tech

Who check the tires?

Upper bay Tech

Who guides the vehicle into the bay?

Upper bay Tech

JTSS 3-WayWho delivers the ROC to the CSA?

Lower bay tech

Whose secondary duty includes vacuuming the vehicle?

CSA

Whose secondary duty includes cleaning the exterior windows?

Lower bay tech

JTSS 3-WayWho checks the under hood fluids?

Upper bay Tech

What is the horse shoe procedure?

Check fluids driver side to passenger side.

Can the lower bay tech drive the vehicle out?

No! Lower bay tech is dirty and can soil the

customer car

Who Drives the vehicle out once service is complete?

Upper Bay Tech

JTSS 4-WayWhat positions are manned in a 4-way?

CSA

Upper bay tech

Lower bay tech

Courtesy tech

JTSS 4-WayWho utilizes the ROC in a 4-way?

Lower Bay tech

Who drives the vehicle in the bay?

Courtesy tech

Who wipes the mounting plate?

Lower Bay tech

JTSS 4-WayWho delivers the air filter to the CSA to show the

customer? Lower bay tech

Who starts the vehicle once oil is added? Upper bay tech

Who drives the vehicles out of the bay? Courtesy Tech

Who verifies by initialing, writes the date & store # on the oil filters?

Upper Bay tech

How do you verify the Oil Filter?

By using the POS system i.e year, make, model, etc..

Who rings out the customer?

CSA

Who starts the vehicle for the pressure check?

Upper Bay tech

JTSS 4-Way

What positions are manned in a 5-way? CSA Courtesy tech Upper Bay Lower bay Team Leader

Who vacuum the vehicle? Courtesy tech

Who starts the vehicle for the pressure check? Upper Bay tech

JTSS 5-Way

Who verifies by initialing, writes the date & store # on the oil filters?

Team Leader

If a vehicle is on bay one and a second vehicle pull onto the lot who greets the customer?

CSA/Team Leader

Who guides the second vehicle into the bay? Upper Bay

JTSS 5-Way

Can the Upper bay tech pull away from the primary vehicle once oil is added?

No

Who checks the wiper blades?

Team Leader

When can the upper bay tech pull away from the primary vehicle?

After the ROC is complete and before oil is added

JTSS 5-Way

JTSS When greeting a car what do our greeters say?

Welcome to Jiffy Lube are you here for our Signature Service oil change?

Who pulls the hood latch to pop the hood?

The Customer

How long should it take to Vacuum the vehicle?

3 Minutes

How long should it take to clean the windows?

2 Minutes

JTSSHow long should it take to complete a SSOC?

A) 8 min

B) 15 min

C) 20 min

What is the No-Handles policy?

opening all doors for customers from beginning of service to end of service

Bump Cap

Safety Glasses

Burn Sleeve

Nitro Gloves

Buckle less Belt

Slip Resistant Shoes

Safety equip. must be worn at all times

Mystery Shopper

Wayne,

This one is a great training tool to share with the store. It sounds like they nailed the service with a customer focus. If they had just given an estimate, vacuumed a tad bit better, and checked the wiper blades instead of just asking the customer. All in all a good mystery shop.

Technical Mystery Shoppers

Communication Board• Updated daily with label items• Ensure labels are secured to the board with staples not thumb tacks• Review with crew daily during Huddles or Rallies• Only labeled items are required! Do not add miscellaneous items.

Activity Board• Update daily and throughout the day.• Assign cleaning duties and follow up with guide to excellence• Training on activity board should reflect CBT schedule• New Activity boards will be issued in Wave 1.

Employee Uniforms

•All red toboggans or Jiffy Lube winter caps are ok•Admins are carrying winter caps•Only Jiffy Lube jackets are allowed•Hoodies of any type is unacceptable•Everyone must wear a buckleless belt•All black slip resistant shoes are the only footwear allowed (multi-color shoes are not allowed)•Shirts must be tucked in and pants around the waist.

How to properly create a Schedule!!

CBT Schedules

• CBT Schedules should reflect you employee schedule

-Don’t schedule people for CBT when they are off

-Adhere to the CBT schedule

-Employee must have uninterrupted training time

-Computer part DTOGs/proficiencies must be complete within

60 days

-GSO’s are responsible for ensuring personnel are certified

within the designated time frame with training folders in

compliance.

-DTOGs are not a one time thing, its ON-GOING!!

Team Leader• What it takes to be a Team Leader?

-Personality

-Good attitude

-A Leader (a person people wants to follow or listen too)

-Be able to keep people in Position

-Able to identify breakdown in procedures

-Know each position break away points

-Able to rectify potential problems in a timely manner &

doesn’t over react.

Does this sounds like a manager? Does this sound like you?

Current Marketing Programs

• LCB Books

-Are you inputting LCB on every invoice including Emissions

-Notify your DSO when you are getting low and not out!

• BOHO Coupons

-Every customer must receive a BOHO.

LCB Books and BOHO’s are given to the customer out after ring out!

• Rewards Program

-We have 74% of our customers signed up!

-Why we prefer Emails versus Mail

Miscellaneous Items

• Inventory Night – Wednesday 12/23/09

-Call DSO before closing your store to ensure all items are counted• Repairs

-Try to fix it first and then notify your DSO

-Who knows you might get lucky and fix it and save you GOP!

• Alarms and Safes - Are you using them?• Nightly Deposits – Must be made nightly!• Emissions – NOV’s• Develop U – Are you using it?

Telephone answering procedure