The Client

Kevin Thorn, LMS Administrator , AutoZone

Sharmila Venkata, 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

1. Diagnose the Problem

2. Name the Problem

3. Gain Alignment

4. Solve the Problem

5. 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

– delivered through LMS

– completed in the store

– 90 to 120 days after workshop

Insert image of a manager working at the

computer

The Learning Environment

1. SCORM compliant

2. Completed in the store environment

3. Store computers

4. Non-audio environment

5. Completed independently

6. Available in Spanish

Suha Tamim

Analysis and Strategy

Source: http://www.bio.unc.edu/Courses/2009Summer/Biol202/

I wonder where Jacob is? He’s thirty minutes late

coming back from his dinner break!

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?”

Diagnose the Problem

Image and Content Development

Luther Bradfute

Video clips from AutoZone Leadership Values workshop:

Video clips from AutoZone Leadership Values workshop:

Video clips from AutoZone Leadership Values workshop:

Video clips from AutoZone Leadership Values workshop:

Video clips from AutoZone Leadership Values workshop:

. . . We grab a still frame from the video using QuickTime . . .

. . . and lighten it up . . .

. . . and take away Jacob and remove part of Allison . . .

. . . and add a new manager . . .

. . . and add another AutoZoner . . .

. . . and here’s Bella . . .

. . . and here are Bella’s feet . . .

. . . and here’s Allen . . .

. . . 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.

Design, Development, and Evaluation

Linda Sadler

Development Tools

Structure of Each ModuleThumbnail for Interface

Storyboards

Site Map? What site map?

Interface and Navigation

Formative Evaluation

Dr. Tom Reeves, from the University of GeorgiaHeuristic Evaluation for E-Learning Protocol

One-on-One Results

Formative Evaluation Log

1. Importance of file management.

2. Staying on task.

3. Value of rapid prototyping.

4. Need for more usability testing throughout.

Lessons Learned