Daily Training/Observation Guide CSA Duties Three Flow 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. Process 1. Manager/OJT Trainer/Trainee reviews the form in morning to establish learning expectations. 2. OJT is conducted throughout the day. 3. The training/observation guide is completed each day by the trainer as part of the learning process. This provides you and your franchisee the opportunity to measure the daily progress of the trainee toward achieving technical and performance proficiency (task mastery). 4. The training/observation guide must be reviewed by the manager, the trainer and the trainee at the end of the day. The purpose of this discussion is to identify the progress, identify performance opportunities and to set a course of action for the next day s activities. Only by providing coaching and feedback can the trainee be able to make improvements to his/her performance and clearly understand Jiffy Lube s performance expectations. 5. The reviewed training/observation guides should be placed in the trainee s training folder. It is recommended that the trainee achieve a proficiency rating of 3 Ready for Proficiency Exam on all tasks on this training/observation guide before moving to conduct the Proficiency Exam. 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 3 - Ready for Proficiency Exam Completed all of the required tasks in proper sequence Performed all of the required tasks within specified time (performance standard) Zero defects Copyright 2004 1
Date: Trainee: Trainer: Service Center: Preparation Check the daily plan or position chart for your assigned duties Review primary and secondary duties Dressed in the proper uniform to include the required Personal Protective Equipment PPE At assigned position and ready to serve the customer at scheduled time Station is clean, organized, properly stocked and all tools are accessible 1. Starting the Service Be ready (at assigned station, area clean, stocked) Receive name from UBT (get customer name) Acknowledges/welcomes the customer (within 10 seconds, smiles at customer) Asks customer to pull the hood release (uses respectful words such as please and thank you ) Directs or escorts the customer to the lounge (uses no handle policy, uses safe escort procedures) Properly places the seat cover in the vehicle (optional) (uses clean seat cover, seating area covered) Properly places the floor mat --- (optional) (uses clean floor mat, carpet and mat areas covered) Communicates vehicle mileage to LBT (clear, audible and immediately after entering vehicle) Drives vehicle into the service center (proceeds slowly, follows guide in signals) Unlocks the vehicle/lowers drivers side window (all doors unlocked, all other windows completely raised) 2. Report on Conditions Properly assist with the vehicle light check (dome lights, map lights, follows directions of UBT) 2
3. OttoCare / Service Review Escort customer from lounge (smiles at customer, use respectful words such as Mr. or Mrs., uses safe escort procedures Gathers customer information (uses respectful words such as please and thank you, enters data accurately) Determines oil brand, manufacturers recommended viscosity rating (reviews oil options with customer starting with conventional oils, if repeat customer, informs customer of previous oil preference, acknowledges customer selection) Review vehicle manufacturer recommendations (review previous services performed, if no previous service history ask if service performed elsewhere, recommendations based on current mileage interval) Review Jiffy Lube services (review previous services performed, if no previous service history ask if service performed elsewhere) Review Report on Conditions (review air filtration system items using manufacturer recommendations for replacement, inform customer of condition of belts, coolant level, lights, wiper blades) Recap requested services (inform customer of the cost for each service, time to complete service and get customer agreement on services requested, where applicable provide estimate of services) Directs/escorts customer to the lounge (uses no handle policy, uses safe escort procedures, offers customer fresh, hot coffee) Proper communication (words, inflection and body language are professional, informative and respectful) Completes service review (thoroughly presented, answers all customer questions, thanks the customer for their business) 4. Gathers / Deliver ROC Items Returns ROC items to UBT for reinstallation (air filtration) Gathers new items/parts for UBT for installation (air filtration, belts, wiper blades, bottled oil) 3
5. Vacuum Interior Floors Completes vacuum within three (3) minutes (between seat and door, under mats, obvious trash discarded) 6. Assist Upper Bay Technician Request under vehicle status (proper communication with LBT) Complete checkpoints screen (enters information accurately) Complete and forward the invoice (accurate data entry) 7. Perform the Ring Out Inform customer service has been completed (call customer by name, use respectful words such as Mr. or Mrs. Review invoice (all services performed, answer any questions) Accept payment (proper procedures demonstrated for cash, checks or charges) Communicates value added items (explains free refill / top-off policy, mentions reminder sticker) Offers invitation to return (uses phrases such as Thank you Mr. Smith, we hope to see you again in 3,000 miles. Thank you Mrs. Jones, we truly appreciate your business and come back to see us real soon. Proper communication (words, inflection and body language are professional, informative, respectful and sincere) 8. Complete the Service Proceed to next vehicle (responds to next customer, assist as necessary, maintain work area) 4
Practice OttoCare (navigate system, review recommendation screens, Signature Service, severe service, review oils) Ancillary services (recommendations, features, advantages, benefits) Service review (practice activities) Signature Service, etc. (see attached practice activities) Manager Signature Date 5 Trainee Signature Date
Knowledge Practice Activities At a minimum, the CSA must be able to communicate all points of the Jiffy Lube Signature Service and provide to the customer basic knowledge concerning severe driving conditions. The practice activities are designed to ensure that the basic knowledge required of the CSA remains sharp and crisp. At the end of each day, the trainer should complete the practice activities with the trainee. Place a check mark in the box for each correct response. Signature Service is more than just an oil change, please recite all points of Jiffy Lubes Signature Service. Change the oil with up to five (5) quarts of top quality motor oil Replace the oil filter with a top quality oil filter Inspect the brake fluid Inspect the condition of the belts Inspect the wiper blades Inspect the level of coolant in the reservoir Perform a light check Perform a service review, to include the air filtration system and the vehicle manufacturer s severe service recommendations based upon the vehicle s current mileage If necessary, lubricate the chassis Check and if necessary, fill the transmission fluid Check and if necessary, fill the differential fluid Check and if necessary, fill the power steering fluid Check and if necessary, fill the window washer fluid Check and if necessary, fill the battery water Vacuum the interior floors Clean the exterior windows Set the tires to the proper inflation Most vehicles driven today operate under severe service conditions, please recite the driving conditions for severe service. Driving in stop and go traffic Driving in extremely hot or cold temperatures Driving at prolonged higher engine speeds Taking multiple trips averaging 5-10 miles in length Frequent cold start ups and shut downs Extensive engine idling Towing and/or hauling heavy loads Driving in dusty or muddy conditions Driving in mountainous terrain 6