How a Next Gen LMS drove an automotive franchise to UK No1*
Having worked with several automotive manufactures over the last 20 years (Kia, Renault, Aston Martin, Mitsubishi, Suzuki, Mazda, Hyundai) Digits has a wealth of experience in looking at the key indicators that drive learning in a franchise dealer network.
At Digits, we provide the learning platforms used to deliver training (both traditional classroom training and digital learning) and the digital learning content (such as eLearning, videos & learning diagnostics).
Digits learning platform glo™ has both the ability to work as a “traditional” LMS, providing all the functionality you would expect for standard compliance requirements, whilst also delivering a lot functionality usually associated with what tend to be referred to as “Next Generation” learning platforms (such as Gamification tools and Social Learning).
Fundamentally, there are many reasons that training brings value, both for the franchisee and the manufactures:
- Help people do their job better
Performance of any business is based on the individual performance of each member of the team. For the franchisee, a good learning platform (with some good content) will provide a consistent approach for training, meaning each team member will have the right learning, at the right time for their role within the business.
- Help increase profit
Better performance of all team members will lead to better performance of the business and the key indicator here is around profit. Getting jobs right the first time, not only lead to happy customers who recommend you, but lead to more profit across the board.
- Help retain the team
Happy team members tend to stay in a business longer. By providing defined job roles, with defined skills & competencies, each member of the team knows what they need to do and how to achieve it, leading to job satisfaction and better performance.
- Build confidence with brand
Better performance of the team across all areas of the business including Sales, Aftersales, Parts & Warranty provides customers with a great experience, which can usually be demonstrated by:
- Retention of aftersales – Getting it right first time & great customer service
- Repeat sales – Great customer experience drives repeat business
- Improve Net Promotor Scores – Better still, the customer recommends you to others
Incentivisation – carrot & the stick
If all the benefits listed above are the carrot, what is the stick? Many manufactures have now combined training into their minimum dealership standards, meaning there is a real financial impact of non-completion, outside of the business benefits listed above.
To provide better clarity for everyone, visual dashboards are often used so that each member of the team can see what training the need to complete in order to gain the required standards for their role, department or dealership. These dashboards are also used by regional managers to give better visibility on which dealerships require extra help.
This idea of Personalised Dashboards is heavily utilised by our automotive clients, as they provide a clear signal to drive compliance, whether that be for a Service Technician, Department Manager, Dealer Principle or a Regional Manager.
Additionally, other sources of data (CSI, mystery shop etc) can be fed into the system to provide further information in the dashboard for how compliance / completion correlates with real business performance indicators – the proof of the learning effectiveness.
So, what are some of the best examples of great learning delivery?
This is obviously a bit of a subjective question. However, an independent dealer attitude survey by the National Franchised Dealers Association in the summer of 2016 asked the following questions:
How satisfied are you with the quality of your manufacturer’s training?
Kia gained the highest score of all manufactures with 9.2 out of 10 and additionally, when asked “How satisfied are you with the cost of manufacturer’s training?
Kia scored 8.7 out of 10, the No1 slot again the highest score of all manufactures!
And this wasn’t just a fluke result, as this was the second successive survey where Kia ranks #1 in both quality & value of Training by dealerships.
What to know more?
If you are interested in how to support a franchised network with learning and want to speak to someone with experience, why not give us a call. What do you have to lose?
Please contact us on the form below or email: firstname.lastname@example.org or call 01489 889900 if you would like to talk through how Digits can help your business.
For more on the system we built for Kia Motors UK, take a look at our Learning Technologies 2017 presentation “Using dashboards to drive KPIs with Kia“.
*UK No 1 – According to a Franchisee survey by the National Franchised Dealers Association in the summer of 2016, Kia came highest ranked in the cost and quality of their manufacturer training.
About the author
Rob has worked for Digits as both a project manager and now the product manager steering the development of their learning platform glo™. Rob also provides consultancy on how to use glo™ to maximise benefits to clients. Implementing the learning platform into a diverse range of clients from the motor industry, financial institutions, retail and charities has given Rob a wide insight into the variety of challenges faced by learning and development teams and the ways that technology can be used to solve them in a Brilliantly Simple way.
Before working for Digits, Rob worked for a large international IT solutions company followed by a spell at The AA. He has a BSc in Mathematics from the University of Warwick.