Award Level Examples

Award Level Approval Level General Customer Led, Service Driven Sales

On-the-Spot ($10-$25)

Catching the employee role-modeling the desired values and Commitments

Order through HRD

• Recognizing those who lead by example by taking initiative and achieving results beyond their normal responsibilities. (i.e. customer compliment letters).

• Resolving a customer issue/concern using Listen.Own.Resolve • Going above and beyond normal job requirements to service a customer • Inspiring others to better themselves or provide great customer service • Receiving a compliment via email, letters or VOTC comments • Resolving customers’ issues without a negative impact • Receiving a customer compliment letter for returning a lost and found item of significant material or sentimental value ($100-$250)

Starting the Drive

($50 - $99) Recognizing consistent behavior as it relates to core values and Commitments

The employee's supervisor or other manager must approve the nomination.

• Perfect attendance (minimum 6 months; maximum 2/year) • Employee of the Month • Taking significant actions to prevent customer disruptions of service (i.e. working significantly past normal OT hours due to weather/natural disaster to service customer) • 90 days accident free or zero lost time for managers and associates • Improving VOTC scores for 3 months in a row

• Owning a customer issue by stepping out of job function/comfort zone to service the customer • Retrieving and returning a valuable lost and found item of significant value (>$250) • 3 or more compliments via e-mail, letters, or VOTC comments (max 2/year) • Receiving a compliment from another department/district • 10 or more instances of resolving a customer issue/concern using Listen.Own.Resolve • 10 or more instances of going above and beyond normal job requirements to service a customer • Driving a Customer Led initiative (i.e. driving CLE initiatives to closing, FAQ’s, new letters, etc.)

Counter Sales examples: Highest IRPD, highest coverage RPD,

highest upsell RPD, highest accessory RPD etc. for three months in a row in a specific location etc. Must be approved by SPM; individuals may not receive duplicate “highest…” in same quarter. NOTE: 6 & 12 month achievements are recognized via Counter Sales Service and Sales Excellence Program.

Sales Team examples: Most presentations in 1 month Significant impact on a particular

account Cross-channel leads Mentoring new employees Sharing best practices of out-of-the-

box approaches to getting to 442 and/or gain MMP accounts

For field employees, a City or District Manager must approve the nomination. For HQ and Sales employees, a Director or above must approve the nomination.

• Successfully completing or leading a short project • Planning a major event • Finding ways to cut costs and increase profitability • Employee of the Quarter • PEx- key contributor in a project that had far-reaching effects/cost savings

• Participating in VOTC committee or champion for a year • Receiving 10 or more compliments in a year via e-mail, letters, or VOTC comments

Sales Team examples: Team Selling Presentation/training with regional

scope Managing an open territory while

there is a vacancy

Living theValues

($100 - $130)Recognizingconsistent behaviorover an extendedperiod of time thathas significantimpact

Description of Award Level (including examples) Award Level Nomination /

Approval Level General Customer Led, Service Driven Sales

Horizon ($200 - $250) Recognizing behaviors that produce significant bottom-line results

For field employees, a City or District Manager must approve the nomination. For HQ and Sales employees, a Director or above must approve the nomination.

• When an employee develops a process or tool to improve the customer experience • Effectively organizing various projects that have far-reaching effects throughout the department/location/Company • Converting competitors’ accounts to Avis/Budget accounts • Employee of the Year • Preventing fraudulent rentals/thefts • Leading a PEx project that results in significant results/cost savings

• Development of a customer service process designed to improve the customer experience that was implemented • Preventing or saving a customer from fraud • Creating a strategic planning idea on how to improve a customer pain point

Sales Team examples: Big win or big save led and managed by

an AM who is not responsible for the account due to territory vacancy

Destination Excellence

($500 - $550)

Recognizing behaviors that

produce significant advancements for

the entire company

For field employees, a city or District Manager and Vice President must approve the nomination. For HQ and Sales employees, a Director and Vice President must approve the nomination.

• Effectively implement a local success/best practice to other areas of Avis Budget Group • Achieve significant cost savings for the company • Play a significant role in reaching critical milestones that positively impact our business • Submission of process improvement that resulted in large cost savings or increased profitability that can be applied to other areas of Avis Budget Group.

Milestone Achievement

($1000 +)

Must have Executive Committee approval

For those whose contributions lead to the most significant business results, we have reserved the Avis Budget Group Milestone Achievement award. Recipients are selected from previous Destination Excellence winners.

Award Level

Effective Nomination

When writing a Nomination think STAR – What was the Situation or Task? What Action did the employee take? What was the Result?

Ineffective Nomination

On-the-Spot

No formal nomination required.

Starting the Drive

“David found $1000.00 of travel checks in a vehicle. He immediately turned the checks into a manager.”  “Steve maintained perfect attendance for the past 8 months, January through August.”

“Kathy comes to work with a smile on her face everyday.” “A focus on service and quality” “Sally was a team player.”

Living the Values

“On Monday, the claims location was hit with an early morning telephone outage, with 90% of the phones out of operation. This was a critical loss in that the location houses the claims call center. Bob identified the problem and realized it was of the highest priority. He diagnosed the problem and found that a power pack for the system had failed. He immediately switched a working supply power box for the failed one. That resulted in getting 90% of the phone system up and running. He coordinated with the Telecom Department in Virginia Beach and NJ and with outside vendor until the entire matter was resolved. Overall, some calls were lost for only one half hour. Bob’s actions demonstrated commitment and responsibility, and resulted in overall savings to the company.

“Lee is constantly involved with improving the facility. He is always willing to volunteer his help at any time.”

Horizon

“Sue has been the most knowledgeable person in our city in the use of the ACS PO system. She has assisted everyone in our location in detailed use of the system. Last fall, when each city was required to have a designated person to handle all of the city users mismatched and pending PO's, Sue volunteered for this time consuming and frequently frustrating task. She accepted this as a challenge and has exceeded everyone's expectations with this project. She checks on each of the users work queue's regularly and when they have problem PO's she works the PO to a successful conclusion to get our vendors paid on time. She spends many hours each week working with the system user's and coordinating with the various vendors to ensure that our accounts are up to date and as a result of this she has developed good working relationships with them. Sue has been and continues to be a valuable part of the maintenance team.”

“Michael takes initiative on a daily basis. He sets the tone for the service agents, consistently works hard, and gets the job done.”

Award Level

Effective Nomination

Ineffective Nomination

Destination Excellence

“We as a city would like to thank Jane Doe for her dedication and leadership. 2005 was a challenging year to say the least, and we wouldn't have been able to accomplish our goals without her leadership. With the year’s final numbers released, numbers show that our city had a successful year. Jane Doe led her team to yet another great year generating over $22M in profit, leading the division in CSQ/CRI and increasing CSI by over 20%. Not only does she oversee all three brands, she recognizes the culture of each brand, and works to get all brands on the same page. She always makes sure that the team and city are taken care of, including lending her boots to the gate guard for the day to making sure that we are recognized for going above and beyond the call of duty. She does a wonderful job in letting us know that we are a huge factor in the day to day success of the operation. We faced a lot of trials and tribulations this year beginning with the campaign for a union. Jane Doe worked hard to reassure the employees that the union was not in their best interest. After running an efficient campaign, we won with a landslide, which tells us that our employees reacted and recognized what an impact that this would have. She encourages her team to go that extra mile, and to give it your best. She is a great leader and without her dedicated leadership we would not excel as such a dynamic team. She has created and maintained a team that works towards a common goal. We as a team feel that it is time to recognize her, since she has been such an inspiration for us for so long. We feel that this is one way that we can show how much we appreciate and respect her on a professional level.”

“Always looking for ways to cut costs. Always looking to assist

regardless of department.”

Milestone

Achievement

No formal nomination required. Recipients are selected from previous Destination Excellence winners.