Explain how the management training program supports

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Reference no: EM132237972

Case 1-2 Jiffy Lube University

A leading provider of oil changes, Jiffy Lube doesn’t expect to see its customers every day—but about every three months or 3,000 miles. The company boasts more than 2,100 outlets throughout North America that are mostly franchised. The rest of its locations are company-owned and operated. Besides oil changes, Jiffy Lube facilities provide maintenance services for air conditioning, fuel systems, and transmissions.

Jiffy Lube focuses on its four key areas of preventative maintenance service: change, inspect, check/fill, and clean. “Jiffy Lube¯ strives to provide the highest quality service to each customer, and one of the best ways to accomplish this is by having some of the best technicians in the business. Jiffy Lube technicians are not just your standard technicians. Every Jiffy Lube service center employee is required to complete Jiffy Lube UniversitySM, an award-winning training program so extensive that Jiffy Lube earned the distinction of being an Automotive Service Excellence (ASE) Accredited Training Provider.”

Jiffy Lube UniversitySM (JLU) combines state-of-the-art computer-based instruction, supervised on-the-job training and proficiency testing to help Jiffy Lube technicians become skilled in providing comprehensive preventive maintenance. . . . The Jiffy Lube training program is so thorough that it is recognized by the American Council on Education for college credit. And because Jiffy Lube is never satisfied with anything but the best, it won the American Society for Training and Development BEST Award—the training industry’s most rigorous and coveted recognition.”

Problem: Retaining great employees and nurturing leadership. “Training is the foundation for achieving Jiffy Lube’s business goals; it also is the cornerstone for attracting and retaining service center technicians and managers.” According to Mauricio Quezada, director of operations, Finding ways to attract, retain, and train new leaders in the Jiffy Lube system is a key to long-term success. . . . “Knowing that most leadership positions are filled from internal promotions and that 45 percent of service center employees have a desire to continue their education, we developed two complementary initiatives.”

JLU developed a new Leadership curriculum for store managers. The three-day instructor-led training (ILT) course was developed using principles from top leadership and business books and insight from industry experts. . . . Following the interactive ILT class, students were asked to complete two further development steps:

Leadership Simulation: The successful completion of an innovative online simulation module, “A Day in the Life of a Store Manager,” was required. The participant must resolve 32 real-life scenarios, earning points based on the quality of the response.

180-day follow-up: JLU also introduced an electronic online follow-up system to encourage service center employees to apply the learnings from class and to gain support from their supervisor. The system communicates to service center employees and their supervisor the day after class and again at 30, 60, 90, and 180 days following the session to assess their development as a leader as they continue to focus on learnings.

Some 1,549 students completed Leadership Training ILT classes in 2014, and an additional 1,400 completed the class in 2015. Managers who attend Leadership Training and engage in the follow-up system for the full 180 days have significantly higher customer service scores and car counts, plus lower rates of discounts and turnover than the system average.(5)

With this dedication to training, Jiffy Lube “surged to the top spot on the 2016 Training Top 125 and earned an additional victory lap with its fourth consecutive finish in the Top 5, making it eligible for induction into the Training Top 10 Hall of Fame in 2017.”(6)

Discussion Questions

1. Explain how the management training program supports the four management functions; planning, organizing, leading, and controlling.

2. What are the benefits to having Jiffy Lube University?

3. Would you like to attend Jiffy Lube University or a similar program for job training?

Reference no: EM132237972

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