Level Four E-Learning

Level two + simulation of three types:

• Computer system – Teach me, show me and let me try the application
• Branching soft skills – Challenge me to apply what I learned
• KPI business

Dealer service departments were not keeping up with demand as more new cars were sold that require service over their 10-year lifespan. Solving the problem required an analysis of the current situation and a five-year projection to see how much worse it was likely to get.

An effective business strategy required balancing efficient utilization of the existing facility and the timing of expensive capital investments, as well as staffing and equipment decisions. These investments needed to match expected revenue growth to ensure profitability.

The CM/Honda team decided to use a sophisticated flipped learning model that would save any necessary formal learning to the end, to the extent it was needed. So, the design proceeded:

1. Analyze your current capacity
2. Perform a five-year projection
3. Experience a business simulation assessment to try “what if” solutions
4. If successful in “C” move on to putting together an action plan with your General Manager
5. If not successful in “C” take remediation eLearning courses which are automatically recommended and repeat simulation

Since action plan success required support from the store’s general manager (GM), the course was created with a short path for the GM to complement the detailed path for the service manager, to ensure when the subsequent planning meeting took place, they both would be on the same page.