(This what I have)

JIFFY LUBE CASE STUDY

Based on the scenario provided, the training should focus on product specifications specifically, knowledge given of synthetic and high-mileage motor oils and the benefits they offer for different types of vehicles. Efficient communication with customers service technicians need to be able to effectively communicate the benefits of specialty oils to customers and explain why it is recommended for their vehicles. Sales skills as the ratio of specialty oils sold is low, training in sales skills could help technicians to better communicate the benefits of synthetic motor oils and increase the sales.

For technology training method, I would recommend E-learning. E-learning allows Jiffy Lube's service technicians to access and complete the training remotely, at their own pace and schedule, which is important given that many of them work for franchised stores, and it's difficult for them to attend face-to-face classes. Additionally, E- learning provides a detailed organization on a platform, which enables participation of a larger number of members and gradual control. The learning features that would include in the program are:

Interactive and Engaging Content: As e-learning can sometimes be perceived as less engaging than face-to-face classes, the program will include interactive and multimedia content to make the learning experience more engaging and interactive for the technicians.

Self-paced: The program will be designed as self- paced, with the flexibility to allow technicians to learn according to their own schedule and work pace. -Quizzes, assessments, and practice exercises: The program would include various assessment tools such as quizzes and practice exercises that will help technicians to retain the information, and it will provide a way to measure the success of the training.

Online support: The program would include access to online support, in case technicians have any question or face any difficulty while completing the program.

All of these features are included in the program because they are designed to enhance the learning experience, provide flexibility, and allow for the thorough assessment of the learning.

Directions Jiffy Lube International, the vehicle maintenance company, is committed to providing a fast, highquality, worry-free service experience for its customers. Jiffy Lube's technicians provide a number of services, including changing a vehicle's oil, tire balancing, flushing cooling systems, and replacing worn-out windshield wipers. Jiffy Lube's service technicians need to be up to date on the latest products and service requirements for cars and trucks and provide consistent, excellent, customer 376 service. As a result, training is critical for Jiffy Lube's success a top company priority for achieving continued operational excellence. One new product that has been introduced for cars and vehicles is synthetic motor oil, which is required by many new models but can benefit the engines of older models too. Although many car and truck manufacturers recommend that vehicle owners use specialty oils such as synthetic and highmileage motor oils, Jiffy Lube found that the proportion of specialty oils sold was low. A needs assessment showed that service technicians were not knowledgeable about or effectively communicating the benefits of specialty motor oils. This suggested that training was necessary. It is difficult for Jiffy Lube's service technicians, many who work for franchised stores, to attend face-to-face classes, making technology-delivered training a realistic learning solution. Answer the following: - Identify and explain what knowledge, skills, or behaviors the training should focus on? - Discuss what technology training method you would recommend for training the technicians on specialty oils? Explain your answer. - Briefly describe the learning features you would include in the program and discuss why you recommend including them