Jiffy Lube International
Jiffy Lube University (JLU) serves Jiffy Lube International (JLI) its 185 franchisees, and 20,000 employees in 2,000 franchised stores in the US and Canada.
Jiffy Lube University provides technical, customer service and management training through 160 hours of elearning, OJT coaching; and 50 hours of instructor-led classes. In 2013, 2785 people attended instructor-led training, and 1,242,430 individual elearning courses were completed for a total of 2,201,954 hours of learning.
Jiffy Lube University provides innovative, blended learning solutions that promote individual integrity, professional excellence and sustainable organizational growth for the Jiffy Lube franchise system. JLU is based on three principles Integrity, Excellence, and Innovation Jiffy Lube University is part of Shell HR, led by the Manager of Learning and Development with a learning advisor, six field-based trainers and six franchise trainers certified to teach the classes.
To identify and set priorities on learning and performance needs, the Manager works with various stakeholders: Jiffy Lube senior management, internal Jiffy Lube departments, the franchisee Executive Committee, and the franchisee Training & Standards Committee. The Manager receives data from customer focus groups, mystery shoppers, and Customer Satisfaction Surveys. The Manager keeps Jiffy Lube University aligned with the goals of senior leadership, and brings training needs of the franchise community to their attention.
Jiffy Lube University has had a positive impact on Jiffy Lube and on the franchise community since the training started in fall of 2004.
JLU helped increase productivity. The average customer purchase has increased by 45% since 2005. This is partly due to the fact that the stores can offer advanced technical services when technicians are trained and certified in those services.
JLU has contributed to building a consistent and excellent customer experience. Customer service scores on well trained employees measured by a third party service have increased every year since 2005 to the current level of 91% positive responses.
Jiffy Lube has increased retention of longer-tenured employees. An analysis of certification data shows that the more certifications an employee earns, the longer their continued tenure. Average tenure for one certification is 200 days, and 562 days for four certifications. The average for all employees is 1.8 years and managers 3.2 years. The total costs for developing, implementing and supporting JLU are less than 25% of the costs for Jiffy Lube prior to 2005.
ROI for the total investment in training over the last 9 years is 211%.
The overall scope and strategy of the training was validated by a third party survey of the Jiffy Lube Association of Franchisees where 92% of the respondents agreed that overall the training meets or exceeds their expectations of providing qualified personnel. This was the highest results for any division of the company for the fifth consecutive year.
Jiffy Lube has earned accreditation for its training from the National Institute for Automotive Service Excellence (ASE.) JLU has alsowon 25 National and International Awards in the past 5 years including 1st Place in the 2011 ASTD BEST Award and 1st Place in the 2014 Training Top 125 Award.
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