THE JOURNEY TO EXCELLENCE REFERENCE GUIDE

Transcription

1 THE JOURNEY TO EXCELLENCE REFERENCE GUIDE Version 1.1 November 3, 2016

2 CONTENTS OVERVIEW Changes... 3 New Performance metrics:... 3 Performance Metrics Removed:... 3 Overall Program Changes... 3 Prerequisites... 5 Employed by an Authorized Retailer:... 5 Certification... 6 L4 Classroom Course... 6 Eperience... 6 Survey Response Threshold... 6 Retailer Appointment Date... 6 Primary Manager Capture Threshold Months at the Retailer... 7 Staff Certification... 7 Performance Metrics and Ranking... 7 Journey Knowledge Assessment... 8 Inside Track Elements... 9 Sales Volume... 9 Accessory Purchases/New Vehicle Retail Sales... 9 Inventory Turn... 9 Parts Purchases/Unit in Operation... 9 Staff Participation in Journey Knowledge Assessment... 9 New Vehicle Retail Sales... 9 Elite Status Guild Competitions Guild Winners Staff Managers Rewards Uniform Patches: Monetary Award Plaques and Watches

3 TRACKtion Guild Winner Trip Marque of Distinction and T More information Additional Rules and Regulations Ethics Contact Us

4 OVERVIEW The Journey to Ecellence is Jaguar Land Rover s recognition program for retailer personnel. It is focused on performance, enhanced knowledge, and personal development. Each eligible participant will have monthly standings displayed on the Scorecard page of the program website at journey.jlret.com. Your 9-digit JLR Training & Development (T&D) ID is used to connect all of your data. The information shown on the Scorecard is divided into two categories: prerequisites and performance metrics. If all prerequisites are met, and data is available for each of the performance metrics, the participant s overall rank within the applicable brand and title will display. The program year concludes with the December standings. Manager Guild Winners are determined, the top staff participants are declared Elite, and the staff participants who will go on to compete for the Elite Guild (a subset of those who achieved Elite status) are selected. Guild competitors will meet in face-to-face competitions to vie for the title of Elite Guild Winner. Elite Guild Winners will join the Manager Guild Winners on the annual reward trip, where the winners of the highest honor, the Marque of Distinction, will be announced. Not everyone will achieve Guild, but there are other rewards along the Journey: Master Technician patches, watches and plaques, and the TRACKtion lease incentive program are in store for those who qualify. Learn more in this guide! The Journey website gives retailer managers access to staff standings, and JLR corporate employees can access performance reporting for all of North America CHANGES Based on Key Performance Indicators (KPIs) identified for this year and the eperience and feedback gained in past years, the following changes have been made to the program for 2016: NEW PERFORMANCE METRICS: Inside Track Ease of Booking new for Service Managers Inside Track Cleanliness of Vehicle new for Service Managers Inside Track Contact After Purchase new for Sales Managers Inside Track Q4a - Understanding Customer Needs new for Service Advisors PERFORMANCE METRICS REMOVED: Inside Track Resolution Rate removed for Sales and Service Managers, Sales Guides / Sales Consultants, and Service Advisors Inside Track Non-issue Rate removed for Sales and Service Managers OVERALL PROGRAM CHANGES Ranking will no longer be limited to participants within a Sales Volume Group (SVG). Instead ranking is by brand and title only. Unadjusted Inside Track data will be used. (In past years, mulligans were taken into account). There will no longer be a three-person per retailer department limit for guild competitors. 3

5 PARTICIPANT ROLES The following titles are eligible for full participation in the Journey program and have access to a custom scorecard page of the Journey website displaying prerequisite compliance, performance metric data, and ranking: Parts Professional Sales Consultant/Guide Service Advisor Technician Parts Manager Sales Manager Service Manager You must have the correct title in Training & Development (T&D) to participate When one of the above manager roles is not occupied, a higher-level manager from the retailer may fill the vacancy. If there is more than one higher-level manager position for a department, eligibility is granted to the least advanced role (e.g. If the retailer has a General Sales Manager and a General Manager, then the General Sales Manager is automatically selected to participate.) If you are a: Parts Director (Land Rover only) Centre Manager (Land Rover only) General Manager General Sales Manager Parts & Service Director Service Director You may be eligible to participate as: Parts Manager Sales Manager Service Manager Later this year, certification will be tracked for Warranty and Support Personnel as well, but they will not have scorecards with prerequisites and performance metrics. 4

6 PREREQUISITES In order to be ranked in the Journey program and compete for top awards, you must meet all of the prerequisites for your title. Below are the prerequisites for each title followed by detailed information. Check your scorecard on the Journey website to see your status. Parts Professionals Staff Prerequisites Sales Guides / Sales Consultants Service Advisors Technicians Gold/L3 Certification Eperience Survey Response Threshold L4 Classroom Course Manager Prerequisites Sales Managers Service Managers Parts Managers Eperience Certification Survey Response Threshold Retailer Appointment Date Primary Manager Capture Threshold 12 Months at the Retailer Silver/L2 Certified Parts Professionals Gold/L3 Certified Parts Professionals Silver/L2 Certified Sales Staff Gold/L3 Certified Sales Staff Silver/L2 Certified Technicians Gold/L3 Certified Technicians Silver/L2 Certified Service Advisors Gold/L3 Certified Service Advisors EMPLOYED BY AN AUTHORIZED RETAILER: In addition to the prerequisites specific to your role, you must be employed at an authorized Jaguar or Land Rover retailer at the time status is granted and awards are distributed. 5

7 CERTIFICATION Gold/L3 certification is a prerequisite for all participants. Find out more about the classroom and elearning courses required for your role by visiting Jaguar Land Rover Training & Development (T&D), where the requirements are set and certification is calculated Rewards for certification include a monetary award for gold certified Warranty Administrators and Support Personnel. (See the Rewards section for more information.) L4 CLASSROOM COURSE Technicians have an additional certification requirement: one L4 classroom course must be completed to meet this prerequisite. EXPERIENCE Parts Professionals, Sales Guides/Consultants, Service Advisors, Parts Managers, Sales Managers, and Service Managers must have two years of current and continuous employment in the same position to meet this prerequisite. Eperience is not confined to one brand: it can be a combination of Jaguar and Land Rover tenure (though time spent working for both brands at the same time doesn t count twice). Technicians must have three years to meet this prerequisite due to the compleity of our vehicles and technology. Gaps in service (time away from an authorized retailer) do not affect the overall tenure calculation unless a gap is greater than 36 months. When away for more than 36 months, prior eperience does not count towards the total. SURVEY RESPONSE THRESHOLD A minimum number of Inside Track surveys are required for all roles ecept Parts Professionals and Technicians. Manager thresholds are based on the total number of surveys for the department. Staff thresholds are based on their individual surveys returned. Survey counts are based on a rolling twelve months. Jaguar Land Rover Sales Manager Service Manager Parts Manager Sales Guide/Consultant 2 5 Service Advisor 7 7 RETAILER APPOINTMENT DATE Managers must work at a retailer that was open from the beginning to the end of the program year. A retailer that has undergone a buy/sell counts as a new retailer. 6

8 PRIMARY MANAGER Only one manager per department (Parts, Sales, Service) may compete. There is a utility on the Journey website accessible to field managers and program administrators that allows one manager to be selected to participate for the year when there are multiple managers with the same title. Talk to your MM or AMM about the selection if your retailer has more than one Parts, Sales, or Service Manager, or journey@jaguarlandrover.com. CAPTURE THRESHOLD The capture rate for the department must not be more than five points below the corporate target. Parts and Service are both based on Service surveys. Land Jaguar Rover Sales 80% 85% Service & Parts 70% 75% 12 MONTHS AT THE RETAILER Managers must have 12 continuous months of employment at the retailers for which they are competing. STAFF CERTIFICATION 70% of a manager s staff must be silver certified and 25% must be gold certified by the end of the year. Any manager without staff at the end of the year is unable to meet this requirement. Service Managers must have at least one Service Advisor and one Technician to meet these requirements. When calculated at yearend, all staff hired prior to October 1 will be included. PERFORMANCE METRICS AND RANKING Participants are ranked on the performance metrics for the titles they have assigned in T&D. Staff metrics are based on individual performance, and manager metrics are retailer-level elements indicative of the performance of the manager s department as a whole. All metrics for each title are weighted equally. The values are normalized, and the sum of resulting points is used to calculate overall rank. To have an overall rank, a user must meet all prerequisites and have data for all performance metrics. Each participant is ranked against all of the other participants of the same title and brand. The Journey program uses standard competition ranking so that the rank you see is always one plus the number of participants ranked above you, including in cases of ties. (e.g. If two participants are tied for first place, they are both number one, and the net highest ranking participant will be ranked third.) All elements ecept for one in the 2016 program are ranked in descending order. (e.g. The highest value is accorded the best rank.) The eception is Inventory Turn, which is ranked based on the distance to the median value in the range. The best rank then, goes to the value closest to the median. 7

9 2016 metrics are below and additional eplanation follows: Journey Knowledge Assessment Inside Track Service Net Promoter Score Inside Track Capture Rate Service Inside Track Fulfilled All Commitments Inside Track Condition and Cleanliness of Vehicle Inside Track Vehicle Ready When Promised Inside Track Capture Rate Sales Inside Track Needs Assessment Inside Track Product Knowledge and information Inside Track Contacted by Sales Inside Track Eplanation of features Inside Track Fi it Right the First Time Inside Track Understanding Customer Needs Sales Volume Staff Performance Metrics 2016 Parts Sales Guides/ Professionals Consultants Service Advisors Technicians Manger Performance Metrics 2016 Sales Managers Service Managers Parts Managers Accessory Purchases/New Vehicle Retail Sales Inventory Turn Inside Track Net Promoter Score Parts Purchases/Unit in Operation Staff Participation in Journey Knowledge Assessment Inside Track Product Knowledge & Information New Vehicle Retail Sales Inside Track Fied Right the First Time Inside Track Ease of Booking Inside Track Cleanliness of Vehicle Inside Track Contact After Purchase JOURNEY KNOWLEDGE ASSESSMENT Parts Professionals will take an online test to serve as the sole performance metric. These participants and their managers will be notified about the schedule of the testing period when it is defined. The test will be available via a link from the participant s scorecard page while the test is available. A tiebreaker is applied to the score to improve variability in ranking: when two participants have the same score, the user who submitted the assessment with less elapsed time will earn the better rank. Journey Knowledge 8

10 Assessments (JKAs) must be completed independently. Rewards may be withheld if it is determined that work was not completed independently. INSIDE TRACK ELEMENTS All Inside Track elements are based on a rolling twelve-months of surveys appropriate to the department the participant works in. If you are a staff user not seeing the results you epect, please check to see if your training ID is correctly assigned in the Alias Table on the Inside Track website. Most Inside Track elements are calculated as a straightforward ratio of positive responses to total responses, but Net Promoter Score (NPS) is different. It s based on customer responses to the question How likely is it that you will recommend this [Service Department or Dealership] to a friend or colleague? NPS Utilizes a 10-point scale as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offers. Detractors (score below 7) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. NPS = % of Promoters - % of Detractors For more information, see NPS Training on the Inside Track website: SALES VOLUME Year-to-date individual sales are used. ACCESSORY PURCHASES/NEW VEHICLE RETAIL SALES Year-to-date retailer-level accessory and vehicle sales data is used. INVENTORY TURN This rolling 12-month element is calculated as follows: dividing gross profit by gross margin, then subtracting gross profit, and then dividing by inventory value. PARTS PURCHASES/UNIT IN OPERATION Year-to-date parts purchases are divided by units in operation based on ten years of registrations within a retailer s area of responsibility. STAFF PARTICIPATION IN JOURNEY KNOWLEDGE ASSESSMENT This calculation is made based on the number of Parts Professionals at each retailer who submitted the JKA out of the Parts Professionals who were eligible. To be counted as eligible, the Parts Professional must have been active for 90 days by the start of the testing period. NEW VEHICLE RETAIL SALES Year-to-date sales are used. 9

11 ELITE STATUS This status is eclusively for Parts Professionals, Sales Guides/Consultants, Service Advisors, and Technicians. If you meet the prerequisites for your role and have data for all of your performance metrics, you re on your way! At the end of the year, the top 25% of staff participants in each brand and title, based on overall rank, will be named Elite. Elite status will display on your Rewards page in the Journey website. Tiebreakers will be used when necessary to determine Elite status. Participants can achieve Elite status for both Jaguar and Land Rover in the same year, but may not compete in more than one Guild competition annually. GUILD COMPETITIONS From the pool of Elites, the top 36 Jaguar participants and the top 36 Land Rover participants for each title, based on overall rank, will be invited to compete for the Elite Guild! (288 total participants) Parts Professionals, Sales Consultants/Guides, and Service Advisors will participate in a face-to-face competition, while Technicians will have a hands-on technical competition. Tiebreakers will be used if necessary to determine who is eligible for the Guild competitions. All guild competitors are eligible for the TRACKtion program. (See the Rewards section for more information.) Though a participant is not permitted to compete for both brands in the same year, they are able to participate in guild competitions in consecutive years if they qualify. If you are unable to attend the competition, you will not be able to achieve Elite Guild. GUILD W INNERS Elite Guild winners and Manager Guild winners will be invited to attend the Guild reward trip and will also be eligible for the TRACKtion lease incentive program. (See the Rewards section for more information.) STAFF The winners will be determined based on their scores in the competitions. There will be eight Jaguar and eight Land Rover Elite Guild Winners for each role. (64 Elite Guild winners) MANAGERS The top eight Jaguar and top eight Land Rover managers for each eligible position, based on overall rank at yearend, will be declared the Manager Guild winners! (48 Manager Guild winners) This status will be displayed on your Rewards page. 10

12 No manager will be declared a Manager Guild winner for both brands regardless of rank. MARQUE OF DISTINCTION The highest honor bestowed by the Journey to Ecellence program is the Marque of Distinction award. Only the very best participant for title role and brand can be named the winner. For staff roles, this is determined by the competitions. For managers it is based on overall rank. The winners will be announced at a special event on the Journey reward trip. REWARDS Learn more about the rewards of your efforts in the Journey program below. To be eligible for rewards, you must be employed by an authorized Jaguar or Land Rover retailer at the time the reward is distributed. Recipients of awards totaling more than $600 ($550 for Canada) will receive a 1099 or T4. See below. UNIFORM PATCHES: Technicians who earn Elite status will receive 13 Elite uniform patches. Replacement patches can be ordered by contacting Program Headquarters via at journey@jaguarlandrover.com. Please include your name, retailer name, and number of patches you are requesting (up to 5). MONETARY AWARD For Warranty Administrators and Support Personnel who achieve Gold/L3 Certification for one brand, there is a $100 award, or for both brands, a $200 award. Everyone eligible who earns Elite status will receive a $100 reward check. Participants who achieve Elite status for both brands will receive a $200 reward check. PLAQUES AND WATCHES Those who earn Elite status or become Manager Guild winners for the first time for Jaguar or Land Rover will receive a distinctive watch and a special plaque. (It is possible to earn two sets of these awards: one for each brand.) You will be notified when it is time to select your awards through the Journey website. Follow-up notifications will remind you to place your order. You forfeit your award if you fail to place an order during the weeks that awards ordering is available. In the event that a watch or plaque is lost or damaged, Jaguar Land Rover will replace or repair the item at the participant s epense. 11

13 TRACKTION The TRACKtion Program awards top retailer performers with an incentive towards the lease of a new Jaguar or Land Rover under the Retailer Employee Program. This program is available for U.S. retailer employees only. Under the Retailer Employee Program (Bulletin #s: OTR16-27 & JTR16-32) or a special program such as a Land Rover Special Program or a Jaguar Special Program, the Journey to Ecellence will pay the following amounts upfront towards the net capitalized cost reduction on a new lease: o For Elite Guild Winners and Manager Guild Winners: $1,800 o For Marque of Distinction Winners: $2,200 New vehicle purchases (Cash or APR), eisting leases, CPO, and used vehicles do not qualify. The TRACKtion incentive is non-transferrable and can only be used by the eligible retailer employee. The eligible retailer employee must be listed as the primary driver on the contract. Jaguar Land Rover North America, LLC reserves the right to verify all claims and eclude violators from future TRACKtion program participation. TRACKtion Program participants must retain ownership of the vehicle for a minimum of 12 months. TRACKtion Program participants are responsible for their own insurance and any fees and penalties related to the lease. The TRACKtion incentive is subject to the terms and conditions of the Chase lease. JLRNA reserves the right to cancel, amend, or revise this program, its rules, and terms of participation for any reason, including (but not limited to) improving the effectiveness of the program. JLRNA reserves the right to audit and verify all claims and eligibility and any retailers violating the terms of the TRACKtion Program will, among other things, be prohibited from future participation. GUILD WINNER TRIP Guild winners will celebrate together on a luurious reward trip filled with unique adventures, well-earned relaation, and other memorable events. This reward is offered to the program participant and is not transferable to any other person. The Guild member must be employed at an authorized Jaguar or Land Rover retailer at the time of the trip. If the travel reward is offered to the Guild member and a guest, the guest must be 18 years of age or older. Transportation for included guests will be from the USA or Canada. No additional people can be accommodated in any way. If the travel reward is offered to the Guild member only, then guests will not be accommodated in any way. This includes special hotel arrangements, meals, and transportation. If the travel reward is offered to a guest at cost, the guest s fee must be paid in advance. Any cost for deviation from the itinerary for reward travel is the sole responsibility of the participant. Guests are subject to 1099 or T4 rules. Those who decline to accept the travel reward will receive a $2,500 check as an alternative provided they are employed at an authorized Jaguar or Land Rover retailer at the time of distribution. Managers are not eligible for both Pride & Pinnacle rewards and Journey to Ecellence rewards. If the Pride & Pinnacle trip is accepted, the Journey to Ecellence trip is forfeited. MARQUE OF DISTINCTION 12

14 Each Marque of Distinction winner will be given a crystal trophy to commemorate this achievement, and each winner s name is engraved on a plaque at Jaguar Land Rover Corporate Headquarters AND T4 Rewards (travel and monetary) with a value of $600 or more ($550 for Canada) are subject to government regulations regarding the issuance of 1099 or T4 forms. Participants are responsible for all applicable taes for themselves and their guests. For U.S. employees, the amounts will be submitted to your retailer, who is responsible for reporting via 1099.For Canadian employees, JLRNA will report directly to the Canadian government. Any liability for U.S. or Canadian taes for Journey to Ecellence award winners is the sole responsibility of the winner. Jaguar Land Rover will not be responsible for payment of any such taes. MORE INFORMATION ADDITIONAL RULES AND REGULATIONS Jaguar Land Rover reserves the right to cancel, amend, or revise this program, its rules, and terms of participation for any reason, including (but not limited to) improving the effectiveness of the program. Jaguar Land Rover also reserves the right to have final say in any rule or qualification interpretation. Jaguar Land Rover reserves the right to audit a retailer's records with regard to this program. The Market Manager or Aftersales Market Manager may deny your participation in the program if your job responsibilities do not match your job title. It is the sole responsibility of participants to ensure that their data in this program is accurate and up-to-date. Jaguar Land Rover will not be responsible for data corrections submitted after the deadlines established. Employees that change job titles or retailers are required to report the change via JLR T&D. Your information in T&D is passed to the Journey. The change must always be made in the source system (T&D). If you change retailers, your Inside Track scores will be based on the retailer where you are employed at the end of the calendar year. Jaguar Land Rover reserves the right to disclose and/or publish individual winner's names and primary job titles, as it deems appropriate. The Journey program follows any and all rules administered and instituted by other programs where the Journey uses the data from those programs. This includes, but is not limited to, antigaming policies for Inside Track and data sharing agreement rules. Please refer to those programs for details on these policies. 13

15 ETHICS Personal Ethics The personal ethical standards and actions of every participant impact the overall integrity of the program. We epect every individual to ehibit the highest standards of conduct and to demonstrate honesty in all situations, meet all legal requirements, and refrain from any type of harassment, rude/indecent behavior, or manipulation of sales or test score data. Direct or indirect involvement in unethical acts such as providing false or misleading statements, reports, or data, or fraudulent activity will be investigated and will result in denial of certification and/or rewards, and/or termination from the Journey to Ecellence program. Confidential Information Information concerning program scoring is to be treated confidentially. Independent polling and comparing or broadcasting another's scores is prohibited. Information about Jaguar Land Rover and the Journey to Ecellence program that is not common knowledge in the industry is also to be treated confidentially. Even casual comments about activities can be significant to our customers, competitors, or the media. CONTACT US The Journey to Ecellence Recognition Program Coordinator Tamara Issa Jillian Sabine Journey Program Headquarters 555 MacArthur Blvd. Mahwah, NJ Journey Rewards Jaguar Land Rover ACADEMY JLR T&D is your first resource for questions regarding training courses, training credit, and schedules. Contacts for training questions that could not be answered in JLR T&D: Please include your name, retailer name and number, JLR T&D ID, and the name and date of the course in question. Inside Track Customer Eperience Management Program Inside Track Website: accessible via JBN and InfoTrail Click on the Live Help button located on the lower left side of the Inside Track website Phone: