Excellence in Operations and Delivery of the Desired Customer Experience

1. Excellence in Operations and Delivery of the Desired Customer Experience SUSTAINMENT 2010

2. WELCOME! WELCOME! WELCOME! INTRODUCTIONS THANK YOU!

3. 2010 Company Motto

4. OPERATION GOAL “PROFITABLE GROWTH OF THETEAM LUCOR STORES”

5. Team Lucor Operation Strategy

6. “Improve the Footprint” “Aggressively Market and Sell Our Services” “Improve the Customer Experience” Lucor Operation Strategy 5

7. The case for change for Team Lucor is very simple… “Lucor wants consistent professional employees & stores throughout the Company that exceed the expectations of our customers.” What is LUCOR’s Case for Change? TEAMLUCOR

8. Three Pillars: Desired Customer Experience To provide customers with our desired experience (and become a Pacesetter), Jiffy Lube must improve in three key areas. Customer Experience Customer Focus Standards and Procedures People Operational Excellence is about defining and consistently delivering the desired BEHAVIORS at the store level.

9. Wave Implementation • The Operational Excellence will be implemented in Waves. It is CRITICAL to complete the objectives in each wave before moving on to the next wave of activity. • Each wave serves as a platform to build on. • Targets specific points of improvement • Ensures that no steps are left out of the process • Allows for time required to change behavior Pre-Launch Wave 0 Wave 1 Wave 2 Sustainment ongoing 4 -5 weeks 0 to 52 weeks 4 -5 weeks

10. OPX Tools for Wave 0 Store Staffing Training/ Certification Communication Board JTSS Re-Launch/ All Star Judging Form/SSR Guide to Excellence/ PnP-Improving Store Appearance Employee Orientation Form Name Tags Tool Standardization PPE Standardization Develop U Marketing Store signage & POP

11. OPX Tools for Wave 1 SSRs Communication Board Activity Board One Car, No Car Huddles & Rallies Guide to Excellence/ PnP-Activity Loops for store Appearance Telephone Answering Procedure

12. OPX Tools for Wave 2 TEAM LEADER • Activity Board • Guide to Excellence • Team Leadership / Training • Communications Board CUSTOMER TEAM • Service Cycle / Customer Experience • Customer Culture CAR TEAM • Downtime - One Car / No Car • JTSS OPX Tools for Wave 1 OPX Tools for Wave 1

13. Sustainment • What Does Sustainment Mean? • Carry On • Continue • Maintain • Operational Excellence is the new way of operating. • Going back to the way things were before is not an option. • Your thoughts? Concerns? • Less attention from the market deployment team… SM’s, and ASM’s are to reinforce desired behaviors • Accountability must be maintained at each level of management… YOU are the LEADERS…it is up to YOU to raise a red flag when you see behavior that needs to be corrected • We must work together to monitor the ‘big picture’, without drowning in the day-to-day details • It is always easier to go back to what is familiar and to what we know when things get hard. We have to work together to get through the hard times. • Why is Sustainment Important? • Produces desired behaviors • We deliver ‘Every Time, Everywhere’ • Adds to future business viability

14. Sustainment Calibration Activity Notes Current Status Sustain / Ahead of Schedule Change Required Work in Progress Wave I & 2 Initiatives Scheduling / Labor Mngt. Rallies / Huddles Communication Board Service Cycle Customer Culture CSS Program Mystery Shopper CSA Training Lounge & Rest Room Upper Bay & Equipment Managers Office Minimum Staffing Effective Scheduling Downtime Management JTSS Compliance Guides & Standards II Standards Enforcement Performance Management