Perspectives 2004

1
Learning. Performance. Impact.
A Custom Approach to Learning Using
Dialogue Debbie Ruemler Director Training and
Development Dollar Thrifty Automotive Group
2
Dollar Thrifty Automotive Group

• Dollar Rent A Car and Thrifty Car Rental brands
• 7,000 employees
• 6,200 are geographically dispersed
• 24/7 operations multiple shifts
• Large hourly field employee population
• Varying levels of education
• English as a second language
• Wide range in computer literacy

3
Strategic Plan

• Part of Training and Development roadmap
• Realignment of training delivery using e-learning
  for improved services and lower cost
• Centralize delivery and tracking of employee
  training
• Rapid e-learning course development

4
Why Custom Content

• Job specific tasks
• Proprietary point of sale system
• Limited off-the-shelf application
• Develop in-house to meet the needs of employee

5
The Initial Situation

• Urgent need to redesign hourly field employee
  training
• Custom content since 2001
• Costly to revise
• Always had running list of updates
• Increase the number of online courses available
  to multiple hourly employee groups
• No increase in staff
• Control cost

6
Two Years Later

• Increased the number of courses available
• Twenty two courses packaged in Dialogue and
  published to SkillPort
• Some with Spanish language version
• Broader mix of target audiences
• Accurate and up-to-date content with no delay
• Consistent training experience
• Consistent on-the-job performance
• Aligns with customer service goals

7
Why We Love Dialogue

• Easy to use application
• Packages content in SCORM compliant format
• The player
• Gives a professional appearance
• Makes navigation easy
• Creates opportunities for interactivity
• Builds quizzes that are scored and tracked on
  SkillPort
• Accesses content from SkillSoft courseware

8
Training Approaches

• Blended Learning
• Stand Alone
• Just in Time

9
Blended Learning

• New Hire Road Maps
• Six key hourly positions
• E-learning components
• Face-to-face sessions
• Practice activities
• On-the-job observation
• E-learning courses
• Chunked into multiple modules
• Simulations
• Quiz with each module
• Photos and graphics
• Includes links to download job aids and other
  resources

10
Dollar Thrifty SkillPort
11
Break Down into Modules
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Break Down into Lessons
13
Counter Agent Training
14
Counter Agent Training
15
Counter Agent Training
16
Greeter Training
17
Greeter Training
18
Greeter Training
19
Greeter Training
20
Garmin GPS Units
21
Garmin GPS Units
22
Garmin GPS Units
23
Stand Alone

• Content is annual refresher training
• Familiar tasks for managers
• Updates include new timelines and changes to the
  process
• Format
• Single module with a quiz
• Fewer graphics and illustrations
• Links to resources

24
Performance Appraisal Process
25
Performance Appraisal Process
26
Performance Appraisal Process
27
Just-In-Time

• Need to disseminate informationfast!
• Short design and development time
• Not intended for long term use
• Format
• Single module
• No quiz
• No graphics or illustrations

28
Leading During Change
29
Leading During Change
30
Leading During Change
31
Leading During Change
32
Leading During Change
33
Sum It Up

• Positive experience
• Increased the amount of training available to our
  employees
• Reduced our development time and cost
• Gained flexibility in course design
• Simple or more complex design
• Access to SkillSoft library of courseware
• Quiz builder
• Easy to use player
• No muss, no fuss SCORM compliant format