Technical and Business TrainingYadira Chimal / José Santana

Willie A. Daniels Jr. / Manon Pagen

Orlando, FLJuly 9-12, 2013

Technical Training Update

LMS Update

After Sales Training Update

REPAIR

ORDER

Chrysler Latina

Update

Chrysler Latina

Update

2012 LATAM After Sales Progress

• Accomplishments – Spanish Speaking Training Liaison– Global-based modular curriculum – “Bumper to Bumper” to Curriculum based T3– Training Component Procurement / Shipment– 15 web courses translated – New Global Toolbox– Training competency to promote certification

• Yet to Achieve– Additional Trainer Support– Global Technician Retention/Recognition Plan– Technical Training Task Workshops– Global Technician Certification

Translations – 2013 Web-Courses

0012008 The Role of the Service Technician0013008 Introduction to Electrical Part 10013108 Introduction to Electrical Part 20621308 Electrical Control systems Part 10621408 Electrical Control systems Part 20821008 Engine Management 10220608 Automatic Transmission Light Service0220508 Introduction to Automatic Transmission0320708 Driveline Light Maintenance0710308 Heating & Cooling Systems0710208 A/C Systems0710108 Introduction to A/C1020408 Fundamentals of Diesel Engines0231508 Fundamentals of Mechanical & Hydraulics0231708 8 Speed RWD Auto Trans Operation (Add. To Old)0231308 C635 Dual Dry Clutch Operation & Diagnosis0331108 Axle Diagnosis0331008 Axle Systems0331308 4WD & AWD Systems Operations & Diagnosis

Personal Training Program Built on Results

Technician

CERTIFICATON

Individual Training Plan

Service Support

Level 3

Level 1

Level 2

COM

PETE

NCI

ES

Introduction

Level 2Courses

Level 1Courses

Level 3Courses

Competencies Through Level 3

*CERTIFIED

*SPECIALIST

* Markets will define certification rules

Competencies Through Level 2

Competencies Through Level 1

*MASTER

Technical Training Certification

Technical Training Update

LMS Update

After Sales Training Update

REPAIR

ORDER

Chrysler Latina

Update

Chrysler Latina

Update

2012 Results

Technical Training

TargetTotal (%) complete

5% Extra IF >=90%

KPI value 5%

COSTA RICA 9 9 100.0% 5.0% 10.0%

NICARAGUA 8 8 100.0% 5.0% 10.0%

EL SALVADOR 4 4 100.0% 5.0% 10.0%

DOMINICAN REPUBLIC 20 21 95.2% 5.0% 10.0%

HONDURAS 15 18 83.3% 0% 5.0%

PARAGUAY 4 5 80.0% 0% 5.0%

PERU 38 55 69.1% 0% 3.5%

COLOMBIA 17 31 54.8% 0% 2.7%

CHILE 39 84 46.4% 0% 2.3%

GUATEMALA 4 9 44.4% 0% 2.2%

ECUADOR 1 9 11.1% 0% 0.6%

BOLIVIA 1 14 7.1% 0% 0.4%

URUGUAY 0 4 0% 0% 0.0%

PANAMA 0 13 0% 0% 0.0%

Chrysler LATAM 160 284 56.3% 0% 2.8%

2013 Curriculum

Targets 2013

• The target for 2013 is that at least 90% of all the technicians with codes 23 and AD achieve the level 1 in 4 Skill areas

• 40% 1st Quarter 60% 2nd Quarter 80% 3rd Quarter and 90% 4th Quarter

2nd Quarter Results – Technical Training

Technical Training

Target2013

Target2nd Q

Total (%) complete

5% Extra IF >=90%

KPI value 10%

PERU 35 59 35 98.9% 5.0% 10.0%

DOMINICAN REPUBLIC 5 17 10 49.0% 0% 2.5%

GUATEMALA 1 5 3 33.3% 0% 1.7%

CHILE 14 98 59 23.8% 0% 1.2%

COSTA RICA 1 9 5 18.5% 0% 0.9%

BOLIVIA 0 7 4 0% 0% 0.0%

COLOMBIA 0 42 25 0% 0% 0.0%

ECUADOR 0 30 18 0% 0% 0.0%

EL SALVADOR 0 3 2 0% 0% 0.0%

HONDURAS 0 17 10 0% 0% 0.0%

NICARAGUA 0 7 4 0% 0% 0.0%

PANAMA 0 8 5 0% 0% 0.0%

PARAGUAY 0 8 5 0% 0% 0.0%

URUGUAY 0 4 2 0% 0% 0.0%

Chrysler LATAM 337 783 470 71.7% 0% 3.6%

Chrysler LATAM - After Sales BSC June 2013

SIDs Update

• Due Date to update the Dealership Position Code report in DealerCONNECT:

July 19th, 2013• Send the report to Yadira Chimal

(ec79@chrysler.com) and José Santana (jgs15@chrysler.com)

• The Training Reports will be updated July 22, 2013

Technical Training Program

• The minimum requirements must be completed two weeks before the Training’s Start Date

• The training will be cancelled if the minimum requirements are not completed

CIRCULAR MOPAR SER - 2013 - 003

Technical Training Update

LMS Update

Chrysler Latina

Update

Chrysler Latina

Update

After Sales Training Update

• Accomplishments– Identified common competencies by position– Developed International curricula per position– Translated 21 WBT/ILT courses into Spanish and Portuguese – Conducted six Warranty T3 VCO sessions– Publish monthly course completion metrics

• Still to come/In process– 9 WBT/ILT courses to be completed and translated– Develop market-specific training plans per position– Implement market-specific certification– Service & Parts T3 sessions – VCO or ILT

After Sales Curricula

• Position-specific– Comprehensive training requirements– Reflect the importance of ongoing training

• Customizable– Align with markets’ product portfolio– Include locally developed courses– Meet market-specific certification requirements

• Annual updates– Product launches– Refresh existing courses– Include new technologies and processes

After Sales Certification

After Sales Certification – Service Manager

• Welcome to Chrysler Group LLC WBT – 1 Hr

• Advanced Technologies WBT – 1Hr

• Exceptional Customer Experience WBT – 1 Hr

• Active Service Delivery Brief – 0.5 Hr

• Saba LMS Overview WBT – 1 Hr

• CPS Overview WBT – 1 Hr

• Service Quality Process Manual ILT – 1 Hr

• Communicating with Today’s Customer WBT – 1 Hr

• Effective Vehicle Walkaround Inspections ILT – 1 Hr

• Accurate Service Write-Up ILT – 1 Hr

• Introduction to DWIN WBT – 1.5 Hr

• Managing Retail Service Selling ILT – 2 Hr

• Master Service & Parts Release 1-4 WBT – 1 Hr

• Product Launch Experiential Events

• Service Retention for Managers ILT – 2.5 Hr

• Growing Your Business ILT – 2 Hr

• After Sales Marketing ILT – 2 Hr

• Applied Coaching Techniques ILT – 2 Hr

• Warranty for Service ILT – 2 Hr

• Warranty Policy Requirements ILT – 1.5 Hr

5.5 7.5 4 12

REQ

UIR

EMEN

TSH

OU

RS

3Quarterly Requirements2 DevelopmentProcess & Skills

Knowledge

Pre-Requisites for Knowledge Assessment

LEVE

L 0 Orientation 1

Chrysler Latina Curricula

Competency Sub-Competency Required Courses Delivery Method

Duration Service Advisor

- 13

Service Manager

- 09

Parts Advisor

- 14

Parts Manager

- 08

Warranty Administr.

- 29

1.0 Orientation 1.1 Immersion Welcome to Chrysler Group LLC WBT 1 Hr X X X X X Company and Brand Immersion VCO 4 Hr X X X X X Jeep Brand WBT 1 Hr X X X X Advanced Technologies (new) WBT 1 Hr X X X X Mopar Parts Locator VCO 1 ½ Hr X X Virtual Classroom Online (VCO) Tools WBT ½ Hr X X X X X Saba LMS Overview WBT WBT ½ Hr X X X X X2.0 Process 2.2 Appointments Effective Appointment Setting ILT 1 Hr X X 2.5 Selling Accessories Selling Accessories on the Service Drive ILT 1 Hr X X X X 3.0 Skills 3.1 Customer Handling Putting Customers First - Connecting ILT 3 Hr X X X X Putting Customers First - Process &

BehaviorsILT 3 Hr X X X X

3.2 Communication Communicating with Today's Customer WBT 1 Hr X X X X 3.4 Customer Rapport Building Customer Rapport/Como

Fomentar el Entendimiento y la Confianza con el Cliente

ILT 1 Hr X X

4.0 Technology 4.1 Automotive Technology Product Fundamentals WBT 2 Hr X X X X 4WD Systems WBT 1 Hr X X X X 5.0 Warranty 5.1. Warranty Administration Warranty Administration Fundamentals WBT 1 ½ Hr X X X Introduction to DWIN WBT 1 ½ Hr X X X X X

• Two years’ completion period• Annual training requirements

Chrysler Latina Training Progress

• Parts Advisor Through May 2013 Through June 2013

• Service Advisor Through May 2013 Through June 2013

Bolivia

Chile

Colombia

Costa Rica

Dominican Rep

.

Ecuad

or

El Sa

lvador

Guatemala

Honduras

Nicarag

ua

Panam

a

Paragu

ayPeru

Urugu

ay0%

20%40%60%80%

100%

0%18%

7%

67%

90%100%

0%

50%

0% 0%

40%25%

97%

0%

Welcome to Chrysler Group LLC

Bolivia

Chile

Colombia

Costa Rica

Dominican Rep

.

Ecuad

or

El Sa

lvador

Guatemala

Honduras

Nicarag

ua

Panam

a

Paragu

ayPeru

Urugu

ay0%

20%40%60%80%

100%

0%18%

7%

67%

0%

62%

0%

50%

0% 0%

40%25%

97%

0%

Welcome to Chrysler Group LLC

Bolivia

Chile

Colombia

Costa Rica

Dominican Rep

.

Ecuad

or

El Sa

lvador

Guatemala

Honduras

Nicarag

ua

Panam

a

Paragu

ayPeru

Urugu

ay0%

20%40%60%80%

100%

0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Service Customer Retention

Bolivia

Chile

Colombia

Costa Rica

Dominican Rep

.

Ecuad

or

El Sa

lvador

Guatemala

Honduras

Nicarag

ua

Panam

a

Paragu

ayPeru

Urugu

ay0%

20%40%60%80%

100%

60%

0%

29%

57%

0% 0% 0%

100%

50%

25%

0%

75%67%

0%

Service Customer Retention

Mopar Elite

• Grow your dealerships’ revenue by providing an exceptional customer service experience – Increased focus on customer experience, service retention

and loyalty– Long-term impact on parts sales growth

• Training program and tools– Targeted marketing – Inspection-based service process– Quick service– Post-service follow-up– Sales-to-service handoff

Technical Training Update

LMS Update

After Sales Training Update

REPAIR

ORDER

Chrysler Latina

Update

Chrysler Academy Training Strategy

BENEFIT SUMMARY• Focused on continuous Improvement of all personnel - “new hires and current employees” • Knowledge of the required classes based on Individual Training Plan to sustain competency.• Competency-based and Knowledge Assessment -driven training process• Trained and certified personnel elevate the customer experience, and certified employees, across all job positions,

are retained at their dealerships at a higher rate than non-certified employees (US data)

1 Induction Programs

2 Knowledge Assessment

3 Gap Analysis (Training Needs)

4 Training Plan CURRICULUM

5 Certification Program by

Position/Role

LATAM Skills & Product Training Organization

LATAM Training Model

VCO Virtual Training

LIVETraining

WEB Training

Internal Marketing

Training Materials

Training Committee

Curriculum& Certification

Program

Policies and procedures

LMS

Main Stream

Support

Planning

Controlling

Training Strategy

Rational Emotional

Training Campaigns

Chrysler Academy

InternationalCA Mexico

onst

ag

eb

ack

stag

e

Additional Support

T3 EventsTraining Council

FIAT Unetversity

Marketing Strategy

VCO Training Calendar July - 62 Courses

Chrysler Products

Chrysler Products

Chrysler Products

Chrysler Products

Chrysler Products

Chrysler Products

Chrysler Products

Chrysler Products

Negociacion y cierre

Negociacion y cierre

Negociacion y cierre

Negociacion y cierre

Negociacion y cierre

Negociacion y cierre

Negociacion y cierre

Negociacion y cierre

Company and Brand Immers Company and Brand Immers

Atencion y recuperacion Atencion y recuperacion Atencion y recuperacion

Atencion y recuperacion

Atencion y recuperacion

Atencion y recuperacion Atencion y recuperacion

Conexión con el cliente

Conexión con el cliente

Conexión con el cliente

Conexión con el cliente

Conexión con el cliente

Conexión con el cliente

Dodge Products

Dodge Products

Dodge Products

Dodge Products

Dodge Products

Dodge Products

Dodge Products

Dodge Products

Jeep products

Jeep products

Jeep products

Jeep products

Jeep products

Jeep products

Jeep productsJeep products

Ram products

Ram products Ram products

Ram products

Ram products

Pres del vehiculo

Pres del vehiculo

Pres del vehiculo

Pres del vehiculo

Pres del vehiculo

Pres del vehiculo

Pres del vehiculo

Pres del vehiculo

VCO Training Calendar August - 31 Courses

VCO Training Calendar September - 21 Courses

Internal Marketing Strategy

BENEFIT SUMMARY• Developed and integrated communication platform aimed at building an emotional connection with Chrysler and its

brands to enhance the Dealership Performance and customer experience• Organization and people committed to our company and our brands getting high performance People• Support the certification program to reduce turnover in the dealerships

The core message is “At Chrysler, every time you close a sale, you open a door to the future”

PeopleCompany Experience

Product

Building the Emotional Connection

CRM as award for the training commitment and participation “Drivers of Success”

Teasers will be supported by different communications about our Product Awards, People Success and Company Pride actions

Technical Training Update

LMS Update

After Sales Training Update

REPAIR

ORDER

Chrysler Latina

Update

Chrysler Latina

Update

Saba Learning Management System

Integration into One Single Platform

DEALER TRAININGEMPLOYEE TRAINING

SUPPLIER TRAINING

CUSTOMER TRAINING

Precision Farming

Saba LMS Launch Timeline

2nd Half 2013 Shutdown current LMS

Two weeks after shutdown

At launch ofnew LMS

• Continued central LMS adminstration support

Launch new LMS

Launch date TBD

Regional trainingsessions

Any Questions?