1. business and industrial
2. energy
3. oil

®
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
Michael.Phillips@shell.com
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 slube-j-team-all-stars@shell.com
•
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.
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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.
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Lube International, Inc. All rights reserved.
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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?
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Lube International, Inc. All rights reserved.
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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 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.
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©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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©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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