1. Wave Zero Calibration

2. Wave 0 Checklist Must be completed every Monday File in Folder with appropriate label Fill out issue tab for DSO to help you get to 100% in all categories

4. Wave 0 Checklist

5. Store Calibration Meetings Store meeting once a week Discuss status of store OP-X Checklist What has been sustained i.e. JTSS, PPE, etc… What needs more work i.e. No handles, Paint, etc..

6. Effectively utilizing the Guide To Excellence Utilizing with opening/closing checklist Are you performing the daily Tidy’s? When following up with crew on assignments are you referring to the G2E? ARE YOU OP-X READY TO MOVE TO WAVE 1?

12. J-Team Service Standards Primary/Secondary duties

18. JTSS 3-Way What positions are manned in a 3-way? CSA Upper Bay tech Lower Bay tech

19. JTSS 3-Way Who utilizes the ROC? Lower bay Tech Who pulls the Air filter? Upper bay Tech Who check the tires? Upper bay Tech Who guides the vehicle into the bay? Upper bay Tech

20. JTSS 3-Way Who delivers the ROC to the CSA? Lower bay tech Whose secondary duty includes vacuuming the vehicle? CSA Whose secondary duty includes cleaning the exterior windows? Lower bay tech

21. JTSS 3-Way Who checks the under hood fluids? Upper bay Tech What is the horse shoe procedure? Check fluids driver side to passenger side. Can the lower bay tech drive the vehicle out? No! Lower bay tech is dirty and can soil the customer car Who Drives the vehicle out once service is complete? Upper Bay Tech

22. JTSS 4-Way What positions are manned in a 4-way? CSA Upper bay tech Lower bay tech Courtesy tech

23. JTSS 4-Way Who utilizes the ROC in a 4-way? Lower Bay tech Who drives the vehicle in the bay? Courtesy tech Who wipes the mounting plate? Lower Bay tech

24. JTSS 4-Way Who delivers the air filter to the CSA to show the customer? Lower bay tech Who starts the vehicle once oil is added? Upper bay tech Who drives the vehicles out of the bay? Courtesy Tech

25. Who verifies by initialing, writes the date & store # on the oil filters? Upper Bay tech How do you verify the Oil Filter? By using the POS system i.e year, make, model, etc.. Who rings out the customer? CSA Who starts the vehicle for the pressure check? Upper Bay tech JTSS 4-Way

26. What positions are manned in a 5-way? CSA Courtesy tech Upper Bay Lower bay Team Leader Who vacuum the vehicle? Courtesy tech Who starts the vehicle for the pressure check? Upper Bay tech JTSS 5-Way

27. Who verifies by initialing, writes the date & store # on the oil filters? Team Leader If a vehicle is on bay one and a second vehicle pull onto the lot who greets the customer? CSA/Team Leader Who guides the second vehicle into the bay? Upper Bay JTSS 5-Way

28. Can the Upper bay tech pull away from the primary vehicle once oil is added? No Who checks the wiper blades? Team Leader When can the upper bay tech pull away from the primary vehicle? After the ROC is complete and before oil is added JTSS 5-Way

29. JTSS When greeting a car what do our greeters say? Welcome to Jiffy Lube are you here for our Signature Service oil change? Who pulls the hood latch to pop the hood? The Customer How long should it take to Vacuum the vehicle? 3 Minutes How long should it take to clean the windows? 2 Minutes

30. JTSS How long should it take to complete a SSOC? A) 8 min B) 15 min C) 20 min What is the No-Handles policy? opening all doors for customers from beginning of service to end of service

31. Bump Cap Safety Glasses Burn Sleeve Nitro Gloves Buckle less Belt Slip Resistant Shoes Safety equip. must be worn at all times

32. Mystery Shopper

33. Wayne, This one is a great training tool to share with the store. It sounds like they nailed the service with a customer focus. If they had just given an estimate, vacuumed a tad bit better, and checked the wiper blades instead of just asking the customer. All in all a good mystery shop.

40. Technical Mystery Shoppers

43. Communication Board Updated daily with label items Ensure labels are secured to the board with staples not thumb tacks Review with crew daily during Huddles or Rallies Only labeled items are required! Do not add miscellaneous items. Activity Board Update daily and throughout the day. Assign cleaning duties and follow up with guide to excellence Training on activity board should reflect CBT schedule New Activity boards will be issued in Wave 1.

44. Employee Uniforms All red toboggans or Jiffy Lube winter caps are ok Admins are carrying winter caps Only Jiffy Lube jackets are allowed Hoodies of any type is unacceptable Everyone must wear a buckleless belt All black slip resistant shoes are the only footwear allowed (multi-color shoes are not allowed) Shirts must be tucked in and pants around the waist.

45. How to properly create a Schedule!!

61. CBT Schedules CBT Schedules should reflect you employee schedule -Don’t schedule people for CBT when they are off -Adhere to the CBT schedule -Employee must have uninterrupted training time -Computer part DTOGs/proficiencies must be complete within 60 days -GSO’s are responsible for ensuring personnel are certified within the designated time frame with training folders in compliance. -DTOGs are not a one time thing, its ON-GOING!!

62. Team Leader What it takes to be a Team Leader? -Personality -Good attitude -A Leader (a person people wants to follow or listen too) -Be able to keep people in Position -Able to identify breakdown in procedures -Know each position break away points -Able to rectify potential problems in a timely manner & doesn’t over react. Does this sounds like a manager? Does this sound like you?

63. Current Marketing Programs LCB Books -Are you inputting LCB on every invoice including Emissions -Notify your DSO when you are getting low and not out! BOHO Coupons -Every customer must receive a BOHO. LCB Books and BOHO’s are given to the customer out after ring out! Rewards Program -We have 74% of our customers signed up! -Why we prefer Emails versus Mail

64. Miscellaneous Items Inventory Night – Wednesday 12/23/09 -Call DSO before closing your store to ensure all items are counted Repairs -Try to fix it first and then notify your DSO -Who knows you might get lucky and fix it and save you GOP! Alarms and Safes - Are you using them? Nightly Deposits – Must be made nightly! Emissions – NOV’s Develop U – Are you using it? Telephone answering procedure