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Success Profile

BUSINESS CHALLENGES

■ Require one system to manage training for diverse job positions from cashiers to executives

■ Administer a blended learning process for audience dispersed among 550 locations

■ Ensure training and competencies are aligned with the key business strategies for success

SOLUTION

■ Implemented Pilot University using SumTotal Learning to manage ILT and OLT training for 20,000 employees nationwide

■ Created blended training solution combining instructor-led and on-line courses with competencies by job function improving speed to com-petency needed to be effective in the Pilot Flying J work environment

RESULTS

■ Improved speed to competency needed to be effective in retail work environment

■ Centralized ability to track, capture, create, manage and share knowledge to improve workforce productivity

■ Increased employee retention with more than 80 ercent of the employees as active learners in the LMS

Pilot Flying J Travel Centers, headquartered in Knoxville, TN and founded in 1958, is the nation’s largest operator of travel centers. The company employs team members in a wide variety of occupations, including hourly field positions (cashiers and restaurant workers) and corporate management.

DIVERSE NEEDS POSE A CHALLENGEPilot Flying J Travel Centers’ diversity of job positions made it difficult to keep all team members up-to-date on training requirements. With a high turnover rate, the

Pilot Flying J Travel Centers: Fueling Consistent TrainingPilot Flying J Travel Centers

Ogden, UT 84403www.flyingj.com

Mark Romano, Director of Human Resources at Pilot Flying J Travel Centers said, “Due to the diverse number of job positions we have, the extensive geography, and the limited training and development resources available, we have employed a blended learning approach.”

— Mark RomanoDirector of Human Resources Pilot Flying J Travel Centers

Fast FactsIndustry: Retail

Region: 550 locations in North America

Users: 20,000

SumTotal Product:SumTotal Learning

Success ProfileSuccess Profile

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About SumTotalSumTotal Systems, Inc. is the global leader strategic Human Capital Management (HCM) solutions that provide organizations with a new level of visibility to help make more informed business decisions and accelerate growth. Recognized by industry analysts as the most complete solution, SumTotal provides full employee lifecycle management, including a core system of record, from a single provider for improved business intelligence. The company offers customers of all sizes and industries the most flexibility and choice with multiple purchase, configuration, and deployment options. We have increased the performance of the world’s largest organizations including Sony Electronics (NYSE: SNE), AstraZeneca (NYSE: AZN [ADR]; London: AZN), Amway (KUL:AMWAY), Seagate (NYSE: STX), Dell (NASDAQ:DELL), and Google (NASDAQ:GOOG). For more information, or to request a demo, please call +1 (866) 768-6825 (US / Canada), +1 (352) 264-2800 (international) or visit www.sumtotalsystems.com

About Pilot Flying JPilot Flying J is headquartered in Knoxville, Tennessee, and has more than 550 locations in North America. The company employs more than 20,000 people and is the largest retail operator of travel centers in North America.

company realized that to instill a higher retention rate, corporate training was the answer. Executives reveled in the idea of a corporate university to develop the employees within and to keep an interest in the company. After years of thought about costs, Pilot Flying J Travel Centers decided to build a state-of-the art corporate training facility at its headquarters. Although the million-dollar Pilot University was perfect for those located in Tennessee, Pilot Flying J Travel Centers executives realized that with team members geographically dispersed across the nation, a more accessible blended learning approach would reach more team members and, in turn, be a cost-effective solution. Pilot Flying J Travel Centers chose the SumTotal Learning solution to power enterprise-wide training and development.

BLENDED LEARNING & CONSISTENCY Through Pilot University’s new blended learning solution, team members have a wide-variety of training components. Pilot University incorporates e-learning, classroom instruction and self-paced activities into each course. Team members have specific e-learning modules to complete prior to attending instructor-led training (ILT). After the ILT, an on-site computer-based test is administered to ensure they have acquired the necessary skill sets. After the course is completed, team members are measured via a customized action plan. This self-paced activity is closely monitored by their direct supervisor to guarantee knowledge retention.Mark Romano, director of human resources at Flying J Travel Centers explains,

“Due to the diverse number of job positions we have, the extensive geography, and the limited training and development resources available, we have employed a blended learning approach. We believe that online learning will help deliver a consistent message in a timely manner, but since our business is dealing with customers, it is critical that we follow-up with hands-on training and coaching to ensure that those practices learned online are demonstrated appropriately. Our classroom training still provides the appropriate face-to-face interaction paired with actual case studies that add real, situational experience to the training.”Not only is it easier and more convenient for Pilot Flying J Travel Centers’ employees to complete training, but the courses located within Pilot University are designed around the competencies that are needed to be effective in their work environment. Pilot Flying J Travel Centers ensures that the competencies are aligned with the key business strategies for success.

“The ability to strategically manage learning content will help us accomplish our training objectives given the diversity we have in our team-member base,” Romano said.The training platform now provides Pilot Flying J Travel Centers with a centralized location to track, capture, create, manage and share knowledge to improve workforce productivity and employee retention rates.

SEEING SUCCESSPilot Flying J Travel Centers has experienced many benefits as a result of its blended learning initiative. Not only has the company seen retention in employees, but currently more than 80 percent of the employees at Pilot Flying Travel Centers are active learners in the SumTotal Learning and Pilot University system. With the success internally, Pilot University now partners with community not-for-profits, such as the United Way, Junior Achievement, Emerald Youth Foundation and Boys & Girls Club to help these organizations facilitate training sessions.