Technical Training OE Benchmark Survey Summary

John Saia Technical & Body Training Development Manager Toyota Motor Sales, U.S.A., Inc. The Inverness Hotel & Conference Center Englewood, Colorado April 17, 2013

Surveys…

Once, there was this Benchmark Survey…

Two Points Today

1. 2012 OE Technical Training Benchmark Survey

2. Observations and trends

Numbers?…More Numbers!…

156,650 – [157,129] Technicians

568 – [541] Classrooms

1,930 – [1,743] Training Stalls

Survey Form As of December 31, 2012

# Technicians# DealersPercent Annual Technician Turnover# Instructor-Led "Core" Courses# Instructor-Led Training Days In CurriculumHours Of Available E-learningOnline E-Learning Content Available 24/7, Anywhere - Y/NPublish A Technician Magazine - Y/NDealer Skill/Competency Requirement - Y/NPercent "Trained" Or "Certified" TechniciansPercent Of "Master & Above" TechniciansIs ASE Certification Required - Y/NTechnician Recognition Events - Y/NTechnician Competition - Y/NTechnical Training Centralized Or Decentralized - D/C# Curriculum Designers/Developers On OE StaffWarranty—Training Link? - Y/NCollision Repair Training Offered - Y/NCollision Repair Training Delivered - Both/I-L only/E-L only/N# Training CentersTraining Classroom - Length In FeetTraining Classroom - Width In Feet"Training Stall" - Length In Feet"Training Stall" - Width In FeetPercent Classes In Training Centers# Satellite Training Centers# Full-Time Instructors# Full-Time Contract Training InstructorsTarget Class Size Per InstructorAverage Class Size AchievedHours In A 'Training-Day'?'Training-Day' Target Per Instructor Per MonthActual training-days delivered# Classrooms# Training StallsStudent To Training Vehicle Ratio# Carlines Supported% Maintenance vs. Repair MixUnits In Operation (7-year)Total technicians this year - participating in any event: E-L or I-L% of technicians this year - I-L event% of technicians this year - E-L eventTotal I-L learning hours delivered – fixed training centersTotal I-L learning hours delivered – satellite training centersTotal E-L learning hours delivered# of technician certification "levels"?Average technician tenure?Training vehicles? Y/NTotal number of discrete training vehicles in training vehicle 'fleet'?# of Field Service Engineers/Field Technical Specialists# of Contract Field Service Engineers/Field Technical Specialists

Quantitative Results

100% return rate! 51 key questions; two new 1,122 potential “data points”

So Let’s Dive In…

2. Summary Observations

568 fixed classrooms – [541] 891 sq. ft. avg. classroom size – [870] 1,930 training stalls – [1,743 +10%!] 537 sq. ft. avg. stall size – [535] 3.40 stalls per classroom – [3.22] 1,418,791 sq. ft. total training space

– [1,336,219 +6%!]

2. Summary Observations

156,650 technicians – [157,119] 240 fixed training centers – [234] 158 satellite training centers – [156] 280 full-time instructors – [338] 178 contract instructors – [132]

2. Summary Observations

7,120 technician average – [7,142] 653 techs/training center – [671] 559 techs/instructor (full-time) – [465] 276 techs/classroom – [290]

Industry OE Technicians

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000Industry Technicians

2012 Industry Benchmark Survey

156,650 Technicians

Industry OE Instructors

41

16

22

12

17

24 24

28 28

35

9 9

40

10

22

4

59

5 57

29

12

21

0

10

20

30

40

50

60

70

Total Techncal Training InstructorsFull-Time & Contract

2012 Industry Benchmark Survey

458 Instructors

Training Day Target/Trainer

12.0 12.0 12.0 12.0 12.0 12.0 12.0

14.0 14.0 14.2

12.0

14.0

12.512.0

10.0

12.012.5

13.0 13.0

11.0

15.0

12.012.5

0

2

4

6

8

10

12

14

16

18

20

Training Days/Month Target Per Instructor

2012 Industry Benchmark Survey

Defined training day is 7.7 hrs.

New Survey Questions

Average class size achieved Actual training-days delivered

Avg. Class Size Achieved

7.6

8.7

9.58.8

8.0 8.0 7.8 7.8 8.1

8.9

5.5

10.9

10.1

12.5

5.0

9.8

7.4

8.3

5.6

9.0 9.08.4

0

2

4

6

8

10

12

14

16

18

20

Average Class Size Achieved

2012 Industry Benchmark Survey

Average Class Size Target – 9.1

Average Class Size Achieved – 8.4

Industry – ASE Requirement

Yes15

79%

No4

21%

ASE Certification Requirement

2012 Industry Benchmark Survey

Total Training Hrs. Delivered

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

1,600,000

Total Training Hours Delivered

2012 Industry Benchmark Survey

6.2 Million Total Hours Delivered

Total Training-Hours/Tech

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

Total Training Hours Delivered per Tech

2012 Industry Benchmark Survey

6.2 Million Total Hours Delivered

Available Training-Hours

Available Instructor-Led

Hours6,93179%

Availalble E-Learning Hours

1,84521%

Available Training-Hours Mix

2012 Industry Benchmark Survey

Delivered Training-Hours

Total I-L Hours2,398,161

38%

Total E-L Hours3,866,415

62%

Delivered Training-Hours Mix

2012 Industry Benchmark Survey

Toyota – I-L & E-L Mix

I-L256,968

54%

E-L215,585

46%

Toyota 2012 E-Learning MixDelivered Training Hours

I-L E-L

December – YTD

Observations & Trends

Summary observations Industry trends Your closing thoughts

Trends – Dealers

18,000

19,000

20,000

21,000

22,000

23,000

24,000

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

De

ale

rs

Dealers

Trends – E-L & I-L Mix

0%

10%

20%

30%

40%

50%

60%

0

50

100

150

200

250

300

350

400

450

500

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

Pe

rce

nt

E-L

ea

rnin

g

Ho

urs

Available E-L & I-L Mix

I-L Hours E-L Hours Total Hours Percent E-L Linear (Percent E-L)

Questions/Observations …so far?

Your Closing Thoughts

Audience take-aways?… Impact on your organization? New survey questions? What can we do to make this more

informative?

Thank You…Again!

Observations? Impressions? Questions? Suggestions? Comments?