Excellence in Operations and Delivery of the Desired Customer Experience

2010

SUSTAINMENTSUSTAINMENT

WELCOMWELCOME!E!

INTRODUCTIONSINTRODUCTIONS

WELCOME!WELCOME!WELCOME!WELCOME!

THANK YOU!THANK YOU!

2010 Company Motto

OPERATION GOALOPERATION GOAL““PROFITABLE GROWTH OF PROFITABLE GROWTH OF

THETHETEAM LUCOR STORES”TEAM LUCOR STORES”

Team Lucor Operation Team Lucor Operation StrategyStrategy

“Improve the Footprint”

“Aggressively Market and Sell Our Services”

“Improve the Customer Experience”

Lucor Operation StrategyLucor Operation Strategy

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The case for change for Team Lucor is very simple…

“Lucor wants consistent professional employees & stores throughout the

Company that exceed the expectations of our

customers.”

What is LUCOR’s Case for Change?What is LUCOR’s Case for Change?

TEAM LUCOR

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Three Pillars: Desired Customer Three Pillars: Desired Customer ExperienceExperience

Customer Focus People Standards and Procedures

Customer Experience

Operational Excellence is about defining and consistently delivering the desired BEHAVIORS at

the store level.

To provide customers with our desired experience (and become a Pacesetter), Jiffy Lube must improve in three key areas.

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Wave Implementation

Wave 1

Pre-Launch Wave 0

Wave 2

Sustainment

0 to 52 weeks 4 -5 weeks 4 -5 weeks ongoing

The Operational Excellence will be implemented in Waves. It is CRITICAL to complete the objectives in each wave before moving on to the next wave of activity.

Each wave serves as a platform to build on. – Targets specific points of improvement – Ensures that no steps are left out of the process – Allows for time required to change behavior

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OPX Tools for Wave 0

Store Staffing Training/ Certification Communication Board JTSS Re-Launch/ All Star Judging Form/SSR Guide to Excellence/ PnP-Improving Store

Appearance Employee Orientation Form Name Tags Tool Standardization PPE Standardization Develop U Marketing Store signage & POP

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OPX Tools for Wave 1

SSRs

Communication Board

Activity Board

One Car, No Car

Huddles & Rallies

Guide to Excellence/ PnP-Activity Loops for store Appearance

Telephone Answering Procedure

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OPX Tools for Wave 2

TEAM LEADER

Activity Board

Guide to Excellence

Team Leadership / Training

Communications Board

CUSTOMER TEAM

Service Cycle / Customer Experience

Customer Culture

CAR TEAM

Downtime - One Car / No Car

JTSS

OPX Tools for Wave 1OPX Tools for Wave 1

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Sustainment

Why is Sustainment Important?– Produces desired behaviors– We deliver ‘Every Time, Everywhere’– Adds to future business viability

• What Does Sustainment Mean?– Carry On– Continue– Maintain

Operational Excellence is the new way of operating.

Going back to the way things were before is not an option.

•Your thoughts? Concerns?– Less attention from the market deployment team… SM’s, and ASM’s are to reinforce desired behaviors –Accountability must be maintained at each level of management… YOU are the LEADERS…it is up to YOU to raise a red flag when you see behavior that needs to be corrected– We must work together to monitor the ‘big picture’, without drowning in the day-to-day details– It is always easier to go back to what is familiar and to what we know when things get hard. We have to work together to get through the hard times.

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Sustain / Ahead of Schedule

Sustainment Calibration Activity

Wave I & 2 InitiativesScheduling / Labor Mngt.

Rallies / Huddles

Communication Board

Service Cycle

Customer Culture

CSS Program

Mystery Shopper

CSA Training

Lounge & Rest Room

Upper Bay & Equipment

Managers Office

Minimum Staffing

Effective Scheduling

Downtime Management

JTSS Compliance

Guides & Standards II

Standards Enforcement

Performance Management

Notes

Change Required

Work in Progress

Current Status