Excellence in operations and delivery of the desired customer experience
Download
1 / 14

Excellence in Operations and Delivery of the Desired Customer Experience - PowerPoint PPT Presentation


  • 84 Views
  • Uploaded on

Excellence in Operations and Delivery of the Desired Customer Experience. SUSTAINMENT. 2010. WELCOME!. WELCOME!. WELCOME!. INTRODUCTIONS. THANK YOU!. 2010 Company Motto. OPERATION GOAL “PROFITABLE GROWTH OF THE TEAM LUCOR STORES”. Team Lucor Operation Strategy. “Improve the Footprint”

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about ' Excellence in Operations and Delivery of the Desired Customer Experience' - nevin


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Excellence in operations and delivery of the desired customer experience

Excellence in Operations and Delivery of the Desired Customer Experience

SUSTAINMENT

2010


WELCOME!

WELCOME!

WELCOME!

INTRODUCTIONS

THANK YOU!



OPERATION GOAL

“PROFITABLE GROWTH OF THETEAM LUCOR STORES”



Lucor operation strategy

“Improve the Footprint”

“Aggressively Market and Sell Our Services”

“Improve the Customer Experience”

Lucor Operation Strategy

5


What is lucor s case for change

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?

TEAMLUCOR


Three pillars desired customer experience
Three Pillars: Desired Customer Experience

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

Customer Experience

Customer Focus

Standards and Procedures

People

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


Wave Implementation

  • 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

Pre-Launch

Wave 0

Wave 1

Wave 2

Sustainment

ongoing

4 -5 weeks

0 to 52 weeks

4 -5 weeks


Opx tools for wave 0
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


Opx tools for wave 1
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


Opx tools for wave 2
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 1

OPX Tools for Wave 1


Sustainment
Sustainment

  • 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.

  • Why is Sustainment Important?

    • Produces desired behaviors

    • We deliver ‘Every Time, Everywhere’

    • Adds to future business viability


Sustainment calibration activity
Sustainment Calibration Activity

Notes

Current Status

Sustain / Ahead of Schedule

Change Required

Work in Progress

Wave I & 2 Initiatives

Scheduling / 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


ad