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Jiffy Lube International, the vehicle maintenance company, is committed to providing a fast, high-quality, 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 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 high-mileage 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. What knowledge, skills, or behaviors should the training focus on? What technology training method would you recommend for training the technicians on specialty oils? Why? Briefly describe the learning features you would include in the program and discuss why you recommend including them.

Source: Based on L. Freifeld, “Jiffy Lube revs up to no. 1,” training (January/February 2014): 30–38; www.jiffylube.com, website for Jiffy Lube.