Post on 02-Jan-2016
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Excellence in Operations and Delivery of the Desired Customer Experience
2010
SUSTAINMENTSUSTAINMENT
OPERATION GOALOPERATION GOAL““PROFITABLE GROWTH OF PROFITABLE GROWTH OF
THETHETEAM LUCOR STORES”TEAM LUCOR STORES”
“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