Bridgestone/Carquest win ATMC award

LEESBURG, Va., (Oct. 31, 2014)  — The Automotive Training Managers Council (ATMC) will honor Bridgestone Retail Operations and Carquest Technical Institute with a National Excellence in Training Award for their jointly developed program, “Logical Troubleshooting Process,” at a ceremony in Las Vegas Nov. 5.

The Bridgestone/Carquest program is one of nine programs the ATMC has singled out for recognition at reception at the Venetian Hotel/Casanova Rooms 5-6-507 during the AAPEX and Specialty Equipment Market Association (SEMA) shows in Las Vegas, starting at 5 p.m. on the 5th.

The awards are given annually to “highly effective or innovative” training programs and are designed to call attention to the importance of training to the success of the transportation industry.

Photo courtesy of Stacy Henry, via LinkedIn

Stacy Henry, director, education and development, Bridgestone Retail Operations

The winners were singled out for their ability to meet the education needs of industry professionals through exceptional application of development, delivery and assessment training principles, the ATMC said.

The Bridgestone/Carquest program — dubbed “Troubleshooting 101” internally — is an employee training process designed to guide technicians with a standardized approach for diagnosing vehicle problems, Stacy Henry, director, education and development, Bridgestone Retail Operations, explained.

The ultimate goal of the program, she said, is to reduce, even eliminate, repeat visits for misdiagnosed problems or improper repairs. Doing this should increase customer loyalty.

“Our customers are our bosses,” she said.

The new training module includes a six-step process that guides technicians to ensure they have accurate information, provide proper diagnosis and complete the correct repairs.

“Essentially,” according to Jeff Cox, head of technician education, “we're trying to address two fundamental questions: ‘How do we document what the customers are saying?' and ‘How do we translate this to the technician?' ”

To do this, Bridgestone Retail brings counter personnel and automotive techs at each location together for a half-day training session.

 

 

Additionally, the training will:

  • Provide a standardized approach to servicing and diagnosing every vehicle, regardless of the type of service required;

  • Focus on both technicians and customer service, differentiating itself from the majority of auto care industry training programs that are typically focused on distinct departments; and

  • Provide a customized solution specifically designed to meet the needs of BSRO technicians and teammates.

Bridgestone is rolling out the program nationwide — to all 2,200-plus Bridgestone Retail outlets — in 2015 after developing it throughout 2014.

Ms. Henry said after completing the pilot program, Bridgestone Retail experienced an increase in customer satisfaction and an increase in employee job-related satisfaction.

Carquest's input involved the resources it normally provides Bridgestone Retail, including curriculum for training and assistance in developing the training materials, Mr. Cox said.

The other programs being recognized are:

  • Coordinating Committee for Automotive Repair (CCAR) for “HazmatU”;

  • General Motors Co., in conjunction with Raytheon Professional Services L.L.C., for “Service Technical College”;

  • Genuine Parts Co./NAPA Auto Parts for “SalesPRO Selling Skills”;

  • KPA for “Hazard Communication GHS”;

  • Mack and Volvo Truck Academies, in partnership with WyoTech, for “Diesel Advanced Technology Education (DATE) for Mack Trucks and Volvo Trucks”;

  • NAPA AutoTech for “EVAP Guru”;

  • Nissan North America Inc. for “Nissan and Infiniti Basic Electrical Concepts”; and

  • National Alternative Fuels Training Consortium for “Electric Drive Vehicle Automotive Technician Training.”

The ATMC is a non-profit organization dedicated to the advancement of training and professional development within the transportation service industry. A member of the ASE Industry Education Alliance, the ATMC helps members keep up with innovations in automotive training delivery by facilitating interaction among its members and serves as a leadership forum for training professionals to promote world-class vehicle service.

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