R-Anell Commercial Structures

Stand Alone System Training

SAS training is a comprehensive five day training program for owners, managers, and technicians on the total operation of the Fast Lube business. Training includes daily operations, safety, environmental compliance, developing a customer energized culture, marketing and advertising in store and media outlets, employee programs, and LubeSoft® Software and POS. Training is best scheduled the week immediately prior to opening to allow the trainer to assist in the first day opening practices.

There are many different facets to operating a successful Fast Lube Center, customer service, effective operations skills, and a solid management foundation. The six day training course will cover extensive manager training which will provide the key elements for a successful Fast Lube Center. These guidelines have a proven track record for success. On the final day of the training program, the trainers will open the Fast Lube Center along with the staff to ensure a smooth transition into full operation.

During the training course the staff will learn the daily operations of a Fast Lube. This will provide the staff the knowledge to do the following:

	List the requirements necessary for opening and closing the Fast Lube Center.
	Describe procedures for operating and maintaining the Fast Lube equipment.
	List the typical air pressures required to operate the various pumps in the Fast Lube
	Explain the personnel safety hazards associated with compressed air operated equipment.
	Describe the preventative maintenance procedures for the air compressor.
	Describe the preventative maintenance procedures for the pumps and associated equipment used in the Fast Lube.
	Explain the difference between the "schedule of the week" and "fixed" schedule.
	List five (5) concerns a manager must address when developing an employee schedule
	Determine the number of employees required to service 25 cars per day, 40 cars, and more than 50 cars per day.
	Name all of the services normally included with the Full Service Oil Change.
	List additional services typically offered at a fast lube facility.
	List services not recommended to be performed at a Fast Lube.
	Discuss the advantages and disadvantages of various advertising media.
	Explain the difference between coupons and discounts.
	Describe pitfalls associated with coupons and discounts.

The Fast Lube Center must be a safe environment for both the employees and the customers. After completion of the course the staff will be able to:

	State the mission of the Occupational Safety and Health Administration (OSHA).
	Identify OSHA accident reporting requirements.
	Explain the purpose of the Annual Survey of Occupational.
	Injuries and Illnesses conducted by the Bureau of Labor.
	Identify who must participate in the Annual Survey of Occupational.
	Occupational Injuries and Illnesses.
	Name the two forms required for OSHA record keeping.
	Identify information required for the OSHA 200 and OSHA 101 forms.
	List reasons for an OSHA inspection.
	List the four parts of an OSHA inspection.
	Identify the level of fines and penalties associated with infractions discovered during an OSHA inspection.
	Identify the purpose of the Hazardous Communications Program (HazCom).
	Identify the requirements for the HazCom Program.
	Identify products normally found in a Fast Lube facility that must be included in the HazCom Program.
	Define how to determine if a product is considered hazardous.
	List safety issues that are specific to the Fast Lube.
	Explain why accident reporting is important to the company and to the employee.
	Identify how often safety inspections should be conducted at the Fast Lube.
	Identify procedures for dealing with discrepancies discovered during a periodic safety inspection.

Operating a Fast Lube also makes it necessary to know the environmental issues involved in working with motor oil and other hazardous materials. This will give the staff the knowledge to:

	Explain the proper management procedures for used oil.
	Explain rationale for recycling used oil filters.
	List options for used antifreeze management.
	List three conditions, only one of which will require the Fast Lube to prepare a Spill Prevention, Control and Countermeasures (SPCC) plan.
	Identify who must sign the SPCC plan.
	Identify who must review and certify the SPCC plan.
	Describe specific areas of interest that must be included in the SPCC Plan.

In the ever increasingly competitive fast lube industry, it is important to continuously exceed in the highest level of customer service. The training professionals have designed a unique system of "customer-energized" qualities for the Fast Lube operators. A "customer-energized culture" will provide a customer friendly environment that entices lifelong customers. Upon completion of this course, the staff will be able to:

	Complete a statement to define a culture.
	Identify ways culture is developed in a business.
	Identify the difference between customer service, customer satisfaction, and customer energized.
	Identify words or phrases to define a paradigm.
	Complete three questions, which a business needs to answer to become customer energized.
	Recognize the importance of customers' perceptions.
	Identify benefits of being customer energized.
	Define the purpose of business.
	Complete a statement to define "Walking the talk".
	Complete a statement to define Marketing.
	Identify characteristics of Relationship Marketing.
	Complete a statement to define Leadership.
	Identify the importance of measuring customer satisfaction.
	Complete a statement regarding the value of reinforcing customer energized performance.
	Identify guidelines for effective reinforcement.
	Complete statements representing the four key business planning questions.

Behind every successful Fast Lube Center is successful leadership. This can be accomplished in the "Customer-Energized Leadership" section of training. Upon completion of this section the staff will have the knowledge to:

	Complete a statement to define leadership.
	Identify the characteristics of a leader.
	Identify skills required to be an effective leader.
	Define a team.
	Identify the elements of a team.
	Identify reinforcement methods.
	List the guidelines for effective leadership.

One way to ensure that the Fast Lube Center operates seamlessly is to employ "Customer-Energized Employees." The managers will learn how to conduct and interview and screen applicants to ensure they are employing career oriented personnel, so that they may reduce turnover and provide their customers with a competent lube staff. This section will provide the managers with the knowledge to:

	Identify two causes of employee turnover.
	Identify the goal of recruiting.
	List places where you can recruit employees.
	Identify things to look for when reviewing an application.
	Review an application and identify inconsistencies.
	Explain why applicants are screened.
	Explain why references are checked.
	Identify keys to a successful interview.
	Identify the components of an interview.
	Identify questions that are closed-ended and open-ended.
	Identify questions you cannot ask in an interview.
	Demonstrate conducting an interview.

The importance and absolute necessity of an effective training program cannot be over-emphasized. Every aspect of the Fast Lube is affected by training. The fast lube's training involves the processes and activities designed to improve performance on the job. The purpose of "orienting and training customer-energized employees" is to:

Recognize the importance of orienting and training new employees.

Identify objectives of an orientation program.

Demonstrate how to orient a new employee, including:

The welcome

Introduction to team members

Introduction to the facility

Introduction to customer-energized culture

Introduction to the job

Operating system, policies and procedures

Safety and security procedures

Compensation and benefits

Work schedules

New employee forms

Identify the objective of the training program

Identify the characteristics of training program

Explain process for developing a training program

Identify the four different types of training

Orientation

Independent Study

Classroom

On-The-Job Training

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