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Jiffy Lube University
“A Success Story”
Presented By:
Ken Barber – Jiffy Lube
Bill Sapielak – Adayana
APRIL 11-13, 2011
ATMC Annual Conference
The Inverness Hotel and Conference Center
Franchise
organization
North
America
Learning
Team of 8
40,000 employees
annually
20,000 active
employees
2,000 stores
205 Franchise
Jiffy Lube University Statistics
Challenges
Standards
Extensive curriculum
Dispersed audience
High turnover
Training Alignment
JLI Leadership Team
JLAF Training/Standards
Committee
Strategic Vendors
Training Solution
New Curriculum
Set operational
standards
55 WBT courses
11 ILT
30 days
60 days
90 days
120 days
150 days
180 days
240 days
1 year
2 years
Safety & Product
Knowledge
Courtesy Technician
Lower Bay Technician
Upper Bay Technician
Customer Service
Advisor
Team Leader
Specialist
Senior Specialist
Management
Advanced Management
Masters Program
Business Challenge Overview
Identify Business Issue
Develop Solution
Supporting Execution
EnableGuideLead
ResultsObtained
Example
Learner confusion Branded JLU portal:1. WBT move2. Dynamic
reporting
Deploy flexible architecture deployed
~$500K efficiency gain YOY
Timely certificate
processingDevelop on-
demand printingDeploy local print
feature to franchise community
Cost save ~200K
YOY. Larger time gain realized
Tracking certification compliance
Develop hybrid reporting solution
Deploy % complete report
Increased revenue and sold services
New hire start delays
Develop rapid HR sync solution
Deploy 1-hour synch solution
Improved franchise satisfaction, productivity and risk avoidance
Comprehensive Curriculum Completion Tracking
Comprehensive Curriculum Completion Tracking
Completion Certification Printing
New Hire On-boarding Example
POS sends new hire data to
Shell server
Shell sends new hire data
to Adayana
Adayana processes
on the hour,
each hour
JLU learners training
access in one hour
or less
Nightly tables roll capturing any final changes
Flexible Architecture Business System Approach
LMS LCMSSocial
Media
Client
Legacy
Systems
3rd Party Learning
Integration Layer/Common Services
Business View
Business Process
Business View
Business Process
Users / Learners / Managers
LMS Admin / L&D Dev / Bus Mgrs
JLU Track Record of Growth
YearNumber
ILT Students
Number
WBT Courses
Completed
Total Hours
of Learning
2008 1,800 171,570 702,809
2009 2,654 245,614 758,328
2010 2,175 341,336 1,053,721
Business Results: 2005 – 2010
Average
Revenue
Up 22%Well Trained
Overall Loyalty Score
94%
Customer Satisfaction Survey
92.7%
Jiffy Lube University
“A Success Story”
Presented By:
Ken Barber – Jiffy Lube
Bill Sapielak – Adayana
QUESTIONS?
