Jiffy Lube depends on the technical skills of its employees to support its customer promise. The services must be done consistently, correctly, in a team and at a fast pace. That makes the technical training a key in Jiffy Lube's success. By policy, stores can't offer services without employees certified in that service on staff.

InterCom has worked with Jiffy Lube SMEs to develop 30 hours of training to meet these needs. The training is designed for the target audience of young, primarily male employees. The training uses video, audio, and animations to present information and has embedded exercises and questions throughout to keep the employee involved.

InterCom also designed and programmed a Computer Managed Instruction System to track employee progress and provide management reports.

The training and associated CMI System supports the certification process:

• Elearning modules teach knowledge and skills. Each module ends with a a certification test.
• On-the job training is conducted by store managers following Daily Training and Observation Guides created for each service.
• The Proficiency Exam demonstrates that the employee has mastered both the knowledge and skills of the position. Store managers enter the results for certification tracking in the system.