Mbusa

Role of respondent : Greg Settle – National Manager for Technical Training at MBUSA

Page 4 : Intro 1952 first product of Mercedese-Benz entered into market.

1965 MBUSA was founded. In 1998 it merged with Damiler Crylsler and became wholey owned subsidery of Daimlar Chrysler. MBUS is responsible for sales and marketing of Marcedese product in USA. Customer service is the top priority for everyone at MBUSA. To grantee high-quality costomer service, the company’s 1200 employees provided focused support of recruitment services, marketing and sales programs, and product training to 16,000 employees at 313 provately owned dealership nationwide.

Issue:

4 regional training centers rapidly approaching max class room capacity. Space running out to train dealership technicians and staff

Reasons of problem

a. Sales growth so more cars would be coming to dealdership

b. Dealership tecnhicions need to support broaden range/technology of cars

c. More coursework and class time required to increase the technicians knowledge base

Soluiton

1. Build more training capacity either by expand existing training centers or adding new sites.

2. Develop an innovative strategy to scale his technical training operations, using the emerging streaming media and distance learning technologies.

Issue with solution 2. Would it decarease the training quality

Programs

Locations: The Technical Training Department ran four regional Educational Centers, located in Montvale, New Jersey Jacksonville, Florida, Itasca, ILLions and Rancho Cucamonga, California. In addition, the department operate five ELITE Education Centers

Programs:

Technicians are training in three stages.

Stage 1 – New hiring training : MBUSA runs ELITE training program for newly hired dealership technicians, where entry-level technicians receive apprenticeship training before entering in the dealership. This program has been designed for the new hired dealership technicians. Technicians undergo 16...