Fiat Chrysler Automobiles (FCA)

Dealer Certification and Training LMS

Business Need

The dealership certification and training programs are extremely important to Chrysler Group because they help ensure that customers have a consistent experience with highly competent sales, service and parts associates each time they interact with one of their dealers. However, managing these programs require significant administrative time, effort and cost. The OEM felt that they needed to replace the current learning management system used to administer these programs and deliver e-learning courses through its dealership portal.

The previous system’s features and functionality did not meet the needs of a geographically dispersed dealer community. It lacked automation and flexibility, which is required to easily capture certification rules and training paths that matched the OEM’s requirements for its dealership network. These requirements change from year to year, requiring custom changes from the system’s developers that could take several days to complete.

Chrysler Group wanted to minimize the time dealership owners spent assigning training to their staff. Dealership owners and staff spent too much time locating and scheduling the training that would meet their certification objectives.

Solution

After evaluating several learning management systems, Chrysler Group selected LatitudeLearning. It provides several features that make it the clear choice in meeting the OEM’s requirements. In addition, Latitude has expertise with channel training and integrating automotive applications with existing systems.

LatitudeLearning provides a centralized structure for the delivery and management of personnel training, which resulted in a significant reduction in the time and effort required to manage large dispersed communities effectively. This expertise was important when implementing and launching a large, highly visible system to a large user-base (over 300,000 users) in a global organization.

Built on Microsoft .NET and SCORM 1.2 compliant, LatitudeLearning delivers a flexible and scalable solution to manage dealer training and certification programs. It provides a full range of course catalog, administrative, progress tracking, enrollment, and reporting features. The extended enterprise functionality of LatitudeLearning maximizes the performance of the Chrysler Group’s dealership certification and training programs.

• Rule-based certification engine allowed complex logic based on required and elective courses and performance data. It also allowed for various other requirement definitions to be grouped and reused.
• Auto-enrollment feature automatically scheduled individuals according to certification requirements, nearest location, individual interests, and various other factors.
• Availability of instructor-led courses could be filtered by user’s geographic location.

Results

• Dealers benefited from access to an intuitive system for scheduling, managing, and accessing the training they required to remain profitable
• User interface allowed modification of certification rules by two corporate system administrators that achieved time and cost improvements
• Auto-enrollment and interest list features allowed dealership owners to set training requirements for their staff on a routine basis and let the LMS manage schedules and handle enrollments
• Certification flexibility, system scalability, and multilingual user interface provided more efficient management of the OEM’s entire North American dealership channel