AOCA MANAGEMENT CERTIFICATION TRAINING THE FAST LUBE CENTER MANAGER'S MANUAL

Transcription

1 AOCA MANAGEMENT CERTIFICATION TRAINING THE FAST LUBE CENTER MANAGER'S MANUAL 2014 Edition AOCA Promotes Professional Service at Your Convenience

2 ACKNOWLEDGEMENTS Many dedicated and professional individuals have contributed in a positive way to the AOCA Management Certification Training Course since its inception. Hundreds upon hundreds of managers are providing greater value to their companies, to their customers and to this association and industry because of what they learned in this course. Many owners credit this course with the success of their companies. The fact also remains that course evaluations over the years have been extremely high. Credit belongs in numerous places, not the least of which are the many Boards of Directors, Education Committee members and staff throughout the years who have provided leadership and direction. For the 2014 update of this course, the Board of Directors deserves recognition for agreeing to undertake the project. However, six individuals in particular deserve special recognition, as they spent countless hours reviewing content, creating new content and discussing how to add value to this course and the AOCA membership. They are AOCA members and leaders Rick Price, Kevin Davis, Dave Jensen, Scott Morrison, Jim Grant and Len Minco. In addition, Rick Price deserves special recognition for his dedication to AOCA, the industry and to this course. Mr. Price is the architect and longtime instructor of the course. In addition to teaching, and the time and energy that takes, he has also contributed usable content, checklists, forms and more for students in the course, many of which you will find on the enclosed Resource CD. Thank you to all who have contributed! This course and AOCA education falls under the purview of the AOCA Education Committee. If you would like to get involved, contact AOCA today! Automotive Oil Change Association 330 N. Wabash Ave. Suite 2000 Chicago, IL info@aoca.org fax: Copyright. Automotive Oil Change Association (AOCA) Chicago, IL. All Rights Reserved. LDO Services, LLC - Copyrighted content and Resource CD documents provided with permission.

3 TABLE OF CONTENTS CHAPTERS 1. LEADERSHIP I. THE FAST LUBE CENTER MANAGER IS A LEADER THE EIGHT STEPS OF LEADERSHIP 2. ROUTINE MANAGER RESPONSIBILITIES I. OPENING THE FAST LUBE CENTER CLOSING THE FAST LUBE CENTER I WEEKLY MANAGEMENT DUTIES MONTHLY MANAGEMENT DUTIES V. LONG-TERM MANAGEMENT DUTIES INTERACTION WITH CUSTOMERS VI. V VI IX. OTHER ESSENTIAL DUTIES PRESENTING SERVICES ADDITIONAL MANUFACTURER S SCHEDULED SERVICES X. ENHANCED SERVICES 3. ATTRACTING AND RETAINING QUALITY CUSTOMERS I I. WHAT IS A CUSTOMER? THE FAST LUBE CENTER PROVIDES SERVICES SERVICES AS A PRODUCT SERVICE IS A PEOPLE PRODUCT V. HOW DOES A BUSINESS GET CUSTOMERS? HOW DOES YOUR BUSINESS KEEP CUSTOMERS? VI. V VI IX. PROMOTIONS COMMERCIAL OR FLEET ACCOUNTS LEADING CAUSES OF CUSTOMER COMPLAINTS X. WHY CUSTOMERS DON T COME BACK 4. ATTRACTING AND RETAINING QUALITY EMPLOYEES I. YOU MUST COMPETE FOR EMPLOYEES WHERE DO YOU FIND PROSPECTIVE EMPLOYEES? I JOB DESCRIPTIONS INTERVIEWING V. SUMMARY OF KEY POINTS VI. GET YOUR RECRUITING PROGRAM STARTED

4 5. IMPLEMENTING YOUR TRAINING PROGRAM I. YOUR ATTITUDE SHAPES YOUR EMPLOYEES ATTITUDES YOUR ROLE AS MANAGER I EXAMINING YOUR BEHAVIOR AS GUIDE TRAINING V. TRAINING ADULTS CHARACTERISTICS OF ADULT TRAINEES VI. V VI IX. PREPARING YOUR TRAINING PROGRAM CONDUCTING YOUR TRAINING POST TRAINING INTERVIEW X. PERFORMANCE MEASUREMENT PROGRESS AND COMPENSATION XI. X CONCLUSION 6. FINANCIAL MANAGEMENT I. THE PROFIT & LOSS STATEMENT REVENUE I COST OF SALES (COS) COST OF GOODS SOLD (COGS) V. COST OF LABOR (COL) VI. TOTAL COS V GROSS PROFIT VI EXPENSES IX. NET ORDINARY INCOME X. OCCUPANCY EXPENSE XI. X XI DEPRECIATION EXPENSE NET INCOME/LOSS CONCLUSION 7. SAFETY AND OSHA I I. SAFETY OSHA OHSA SAFETY ISSUES SPECIFIC TO THE FAST LUBE INDUSTRY GENERAL FIRE PREVENTION AND SAFETY TIPS V. OTHER FAST LUBE SPECIFIC SAFETY ISSUES 8. REGULATORY COMPLIANCE I. BASIC COMMUNITY RIGHT-TO-KNOW REPORTING WASTE MANAGEMENT I USED OIL MANAGEMENT USED OIL FILTER MANAGEMENT V. USED ANTIFREEZE MANAGEMENT MISCELLANEOUS WASTES VI. V VI IX. STORAGE TANK MANAGEMENT OTHER REGULATORY CONSIDERATIONS STATE AUTOMOTIVE REPAIR REGULATIONS

5 SUPPLEMENTAL SECTION SECTION I - OIL DISPENSING EQUIPMENT MAINTENANCE SECTION II - COMPUTER ACTIVITIES CHECKLISTS SECTION III - RECORD KEEPING AND PAPERWORK APPENDICES APPENDIX A TRANSMISSION SERVICE INFORMATION APPENDIX B COOLING SYSTEM SERVICE INFORMATION APPENDIX C TIRE SAFETY & MAINTENANCE; WHAT S YOUR PSI INFORMATION APPENDIX D PROFIT & LOSS STATEMENT OUTLINE APPENDIX E ORIENTATION AND INDOCTRINATION CHECK-IN SHEET APPENDIX F ON-THE-JOB TRAINING PLAN APPENDIX G OSHA FORMS AOCA - YOUR ASSOCIATION I. PRODUCT CATALOG I SAMPLES - AOCA S POPULAR ELECTRONIC DOCUMENT PRODUCTS PRODUCT ORDER FORM RESOURCE CD CONTENTS FAST LUBE PROCEDURES AUTO INSPECTION FORM: o 30-POINT INSPECTION FORM TRANSMISSION SERVICES INFORMATION COOLING SYSTEM SERVICE INFORMATION TIRE SAFETY AND MAINTENANCE COMPUTER ACTIVITIES CHECKLIST MAINTENANCE SCHEDULE CHECKLIST OPENING AND CLOSING PROCEDURES PHYSICAL INVENTORY FORM

6 PREVENTATIVE MAINTENANCE TUNE UP INFORMATION KNOW YOUR PSI: o BROCHURE ARTWORK o AOCA OVERVIEW LETTER FINANCIAL P & L STATEMENT OUTLINE PERSONNEL MANAGEMENT EMPLOYEE SCHEDULING: o FAST LUBE EMPLOYEE SCHEDULE SAMPLE ORIENTATION o ORIENTATION AND INDOCTRINATION SHEET EMPLOYEE CHARACTERISTICS CHECKLIST EMPLOYEE NEEDS CHECKLIST SAFETY AND COMPLIANCE U.S OSHA FORMS: o APPENDIX A OSHA FORM 300 (PDF AND EXCEL FILES) SAFETY AND COMPLIANCE CANADA DUE DILIGENCE CHECKLIST EMERGENCY MANAGEMENT CHECKLIST EMPLOYEE ORIENTATION CHECKLIST HAZARD REPORT FORM JOB INVENTORY OF HAZARDOUS CHEMICALS FORM JOB SAFETY ANALYSIS WORKSHEET SAMPLE INSPECTION LIST SAMPLE OCCUPATIONAL HEALTH AND SAFETY POLICY STATEMENT TASKS WITH POTENTIAL EXPOSURE TO HAZMAT OR PHYSICAL AGENTS FORM WORKPLACE INSPECTION FORM TRAINING FORMAL ON THE JOB TRAINING PLAN

7 PREFACE CONGRATULATIONS! Through your attendance at the AOCA Management Certification Course, you are taking a major step forward and turning what might have been a job into a rewarding career helping consumers save money, protect the environment and enjoy their vehicles. If you are not the owner of your shop, then you owe it to the owner to thank them for their commitment to you in sending you to this important class. If you are the owner, then you owe yourself a pat on the back for investing in yourself and your managers. The dividends from this investment will pay many, many times over in productivity, profitability and improved service to your customers. Perhaps most importantly, return to your center with a renewed sense of the vital service you provide to consumers. And, be sure to share the information and tools provided to you with those under your supervision and be sure to educate your owner about this course and what you learned! HOW TO USE THIS MANUAL You should read and study this manual in the order in which it is presented. You will notice that the central theme running through each chapter is service. If you apply everything you read to the principle of providing service to the customer, then you will find everything falling into place. It is recommended that you read this manual in its entirety and use it as a reference manual and as a tool for training other employees. This manual is the written component of the AOCA Management Certification Course and is the text that will be used during the course. After completing the two (2) days of classroom instruction you will be given a 75 question multiple choice examination which will require a minimum grade of 80% to pass and will earn you the AOCA Manager Certification. ABOUT AOCA: The Automotive Oil Change Association (AOCA) is a non-profit trade organization representing the fast lube industry. The association was founded in 1987 and is headquartered in Chicago, Illinois. AOCA is dedicated to enhancing the competency of fast lube owners, educating the public about the benefits of preventive automotive maintenance, and maintaining a favorable business environment for the industry. AOCA members adhere to a code of ethics and a standard of service excellence.

8 Members provide "Professional Service at Your Convenience" to the motoring public, helping to extend the life and safety factors of their motor vehicles through quality maintenance. Emphasizing education, the Automotive Oil Change Association provides expert technical training for lube center employees. For the business owners and managers the organization provides programs to enhance management skills, automotive service and industry issues. The Association also serves as a resource for consumers regarding the benefits of regular, preventive maintenance in protecting their automotive investment. As part of its commitment to education, AOCA has a scholarship program that provides tuition assistance to employees of member firms attending institutions of higher learning. In addition, AOCA provides counsel on regulatory issues, represents the industry on Capitol Hill, and develops research data on the convenient auto service market. The association also makes available a wide variety of business products and services to help members improve business operations. AOCA has more than 800 members representing over 3,300 auto maintenance centers throughout the United States, Mexico, Canada and many other countries around the world.