GENERAL MOTORS - "DIFFERENCE" PROGRAMME

 

 

 

THE CHALLENGE

.Saturn Motors shot to the top of the JD powers ranking for customer satisfaction in only the second year of its existence. General Motors recognised that something special had happened in the development of the Saturn Dealership Staff. That special ingredient  was the Exell Program, design to combine personal development with a customer service excellence approach supported by Jan Carlson’s Moments of Truth philosophy.

 

GM decided that all GM Dealerships world-wide would complete the same training

 

 

 

 

 

DELIVERY

The Art of Management was recruited by Hughes International and travelled to several Saturn locations in the USA to evaluate the approach and translate the product into a style more digestible for the European Market.A training Site was constructed near Cadiz in Spain and 7000 Vauxhall Dealers passed through the event.

Stuart Hardy was headhunted to be Course Director for Opel Germany at another Facility at Jerez…so while AOM staff worked with all the European Dealerships in Cadiz – running multiple train the trainer programs as well as working in all GM Europe languages, Stuart Hardy trained the German team and put the whole of Opel Germany through the program with enormous success.. After two and a half years, the Construction of two more training centres - The General Motors Academy for Excellence in Dubai, and the Barcelona Eurosite, as well as follow up phases in Germany……nearly 45,000 people had engaged with the GM ‘Difference’ Program with lasting results and an astonishing 100% safety record.

 

The rule book on outdoor development training had just been re-written

 

AOM staff had just finished the largest Outdoor Development training ever staged, and one that has gone down in history. The program has had a lasting effect on the Experiential learning industry in Europe, with the expanded growth of Ropes Courses and their acceptance as an approach all over Europe.

 

Learning concerning ‘production line’ safety factors, and potential burn-out of staff were published by Stuart Hardy in Germany.