The Client Kevin Thorn, LMS Administrator , AutoZone SharmilaVenkata, Director of Training and Organizational Development Ashley Pollock, Human Resource Generalist
The Project Puts customers first Cares about people Strives for exceptional performance Energizes others Embraces diversity Helps teams succeed Leadership Values
The Leadership Values Model Diagnose the Problem Name the Problem Gain Alignment Solve the Problem Follow Up
The Learners The target audience for this course is approximately 4,000 store managers across the United States, Mexico, and Puerto Rico. 85% males and 15% females age range 20s to 50s at least high school education mechanical abilities 2 months to 30 years of experience with AutoZone 0 to 30 years of experience as a manager 855 have less than one year of experience as a manager 2009-2010 24% (921) were new to management
The Learning Environment Insert image of a manager working at the computer
I wonder where Jacob is? He’s thirty minutes late coming back from his dinner break!
Diagnose the Problem Click the button beside the option that you consider to be the best course of action for Jim. “Jacob, you’re awfully late coming back from your dinner break, and tonight has been really busy. You know it’s important for us to keep to our schedule so we can provide great customer service. It takes all of us to meet their automotive needs.” “Jacob, you’re awfully late coming back from your dinner break tonight. You’re usually so good about following the schedule. Can you explain why you were so late coming back from your break?”
. . . and the top part of Jacob can go here . . .
. . . and now we crop out the other Allen, posterize it, and here’s the final image:
But then we changed the arrangement a bit: And added a word balloon and put the image into the formatted PowerPoint unit.
In our meeting this morning, I’d like to commend Jason for earning an Extra Miler award!
I do feel pulled between multiple priorities. It’s frustrating! It is hard to balance customer service and our other tasks. We all face that problem! Please remember our customers are always our first priority. Our AutoZone value “Puts Customers First.”
That’s an odd thing for Angie to say! I wonder if she understands how important being an Extra Miler is to us?
Yeah, I’m sorry I was so late. I’ve been having trouble with my car lately. After I had dinner I couldn’t get my car to start. By the time I could get it to start, I was late coming back to work.
Exactly! I’m glad you understand. Maybe now you’ll be more likely to look for opportunities to go the Extra Mile for a customer. It’s a very rewarding experience! I will do that.
Linda Sadler Design, Development, and Evaluation
Development Tools Structure of Each Module Thumbnail for Interface