Tofaş Akademi

FYA Connect Product Training System

CATEGORY: Product Training

Fiat Seatmate Connect (hereafter FYA Connect) is a state-of-the-art connectivity mobile app that promotes the driver’s interaction with the vehicle with robust features such as remote control, drawing alert, driving performance, service history, car locator and drivers leaderboard. Being first in its segment in Turkey, this product supports Tofas’ strategy of excellent customer experience.

The immediate launch of the product in the market required an immediate delivery of a robust training program for FIAT sales, after-sales and customer care network of 2,420 employees in Turkey. Both the time constraints and diversity of the audience entailed a smart design and delivery strategy.

 

Project Team

The project team is composed of 131 people for design and delivery of the program as follows:

  • 126 trainers (2 Trainers from Tofas Academy, 124 Service Technical Experts from Workshops)
  • 2 R&D engineers
  • 1 ICT specialist
  • 2 marketing specialists

 

Learning Methods Used

The program utilized the following learning methods:

  • Experiential Learning
  • Virtual Class
  • Video Learning
  • Classroom Training
  • Online Quiz
  • Social Learning
  • Job Aid
  • User Manual

 

Results

The effectiveness of the program was measured at Kirkpatrick’s four levels:

 

1.Reaction: The participants’ satisfaction score is 4.7/5.

2.Learning: Online Quiz: 92/100.

3.Application: 100% proper assembly* & 83% proper product introduction to the customer*.

4.Business-Impact: 89% customer satisfaction*, 3,796 units sold per year plus “Consumer-Focused Company” award by Ministry of Commerce.

 

* Evaluated by third party (Ipsos: https://www.ipsos.com/en).

 

Products Summary

  1. Summarize in up to 10 bullet points (up to 150 words) the chief benefits, features, and functions of the nominated product or service.

 

  • Diverse Audience: 2,420 employees in 11 roles from 130 Fiat dealers and the Customer Care Center in Turkey.
  • 126 certified internal Trainers
  • Diverse Learning Methods: Experiential Learning, Virtual Class, Video Learning, Classroom Training, Online Quiz, Social Learning, Job Aid and User Manual.
  • Diverse Learning Paths: The program is composed of 5 tracks for 5 segments of audience.
  • High Satisfaction: 7 over 5.
  • Learning Achieved: 92 over 100.
  • Outstanding Learning Transfer: 100% proper assembly* & 83% proper product introduction to the customer*.
  • Value at Business Outcomes: 89% customer satisfaction*, 3,796 units sold per year plus “Consumer-Focused Company” award by Ministry of Commerce.

 

* Evaluated by third party (Ipsos: https://www.ipsos.com/en).