MQI study guide solutions
6 cultural compass points and why - answer1.Business Practices (underwriting
guidelines, customer service score)
2.Work Place quality (clean, safe, happy place to work)
3.Operations (technology and equipment)
4. Public affairs/philanthropy (enterprise foundation, having a good public image)
5. Environmental Conservation ( 50 million tree pledge, C02 offset)
6. Diversity and Inclusion (Hire diverse staff to reflect community)
4 Core Areas: People - answer12 Month Retention:
full time- 80%
Mt-70%
Part-time 65%
*Impact: if we have happy employees, they can provide excellent service which helps us
to be profitable so that we can grow as a company.
4 Core Areas: Customer Service - answer1. Goal: Complete satisfaction for every
customer every time!
Goal: 88% or better TSQI
Min Expectation 86%
*Impact: If we provide great customer service, we build our customer loyalty which
enables us to be profitable so that we can afford to grow our fleet, build new branches
and hire more employees.
4 Core Areas: Growth - answerGOAL: Days earned growth:
1. 10% growth over previous year.
2. Minimum expectation: 5 %
b. Channel Growth:
1. Commercial 12%
2. IRD 7.5%
RENTAL READY:
1. 90% RR 4 days out
2. 90% ARMS RR under 20 minutes, 100% RR under 1 hour!!
BOSS:
1. 80% Quarterly account penetration in boss
2. PDM completed by last Friday of the month
IMPACT: If we are constantly growing as a company, we can be profitable so that we
can afford to hire more people and serve more customers.
, 4 Core Areas: Profit - answerGOALS:
1. Operating Profit: Goal-$200
Club F:$47
2. Revenue:
A.$20 revenue increase over last year
B.C&I Increase: $20 over last year
C. Net Other $105 or $10 over last year ($5 min)
D. Days Earned: 0.5% Increase
E. Rate: $0.60 avg daily rate increase
E2:ADR: $34.00
E3: IADR$31.50
3.COST CONTROL
A. Bad debt: $5 per car
B. For charges $3 per car
C.Uninsured Loss: $10/ car
D. Cust Sat $2.50 per car
E. T&E $2 per car
F. Fuel: $3.50 per car CREDIT
G. Loss per Car: $40 per day car (85% ARQ)
H. Personnel: $165
Impact: if we are profitable as a company, we can afford to open up new branches, hire
new employees, buy the nicest vehicles which helps us provide the best customer
service.
AWARD: Jack Taylor Founding Values Award (JTFVA) - answer1. Given to a group that
represents the 6 cultural compass points.
2. Present a packet on how the group exemplifies the cultural compass points (CCP)
3. Tsq must be above corporate average
4. Current standing: we won in 2011,2012, and 2014
5. Panel of Corporate judges
6. Winning groups are presented to GRM at the fall officers meeting
7. Awarded grant of $20K to strengthen local communities through NFPs
AWARD: Chairman's Award - answer1. Operating excellence in all lines of business
( daily rental, car sales, fleet management, truck)
2. Current Standing: won in 2012
AWARD: Exceptional Achievement Award (EAA) - answer1. Department awards for
each division
2. Must be over corporate average in growth, service and profit.
3. Current Standing:
a. Business Rental and Business Management won 2017
b. Daily rental won in 2011,2012,2014
6 cultural compass points and why - answer1.Business Practices (underwriting
guidelines, customer service score)
2.Work Place quality (clean, safe, happy place to work)
3.Operations (technology and equipment)
4. Public affairs/philanthropy (enterprise foundation, having a good public image)
5. Environmental Conservation ( 50 million tree pledge, C02 offset)
6. Diversity and Inclusion (Hire diverse staff to reflect community)
4 Core Areas: People - answer12 Month Retention:
full time- 80%
Mt-70%
Part-time 65%
*Impact: if we have happy employees, they can provide excellent service which helps us
to be profitable so that we can grow as a company.
4 Core Areas: Customer Service - answer1. Goal: Complete satisfaction for every
customer every time!
Goal: 88% or better TSQI
Min Expectation 86%
*Impact: If we provide great customer service, we build our customer loyalty which
enables us to be profitable so that we can afford to grow our fleet, build new branches
and hire more employees.
4 Core Areas: Growth - answerGOAL: Days earned growth:
1. 10% growth over previous year.
2. Minimum expectation: 5 %
b. Channel Growth:
1. Commercial 12%
2. IRD 7.5%
RENTAL READY:
1. 90% RR 4 days out
2. 90% ARMS RR under 20 minutes, 100% RR under 1 hour!!
BOSS:
1. 80% Quarterly account penetration in boss
2. PDM completed by last Friday of the month
IMPACT: If we are constantly growing as a company, we can be profitable so that we
can afford to hire more people and serve more customers.
, 4 Core Areas: Profit - answerGOALS:
1. Operating Profit: Goal-$200
Club F:$47
2. Revenue:
A.$20 revenue increase over last year
B.C&I Increase: $20 over last year
C. Net Other $105 or $10 over last year ($5 min)
D. Days Earned: 0.5% Increase
E. Rate: $0.60 avg daily rate increase
E2:ADR: $34.00
E3: IADR$31.50
3.COST CONTROL
A. Bad debt: $5 per car
B. For charges $3 per car
C.Uninsured Loss: $10/ car
D. Cust Sat $2.50 per car
E. T&E $2 per car
F. Fuel: $3.50 per car CREDIT
G. Loss per Car: $40 per day car (85% ARQ)
H. Personnel: $165
Impact: if we are profitable as a company, we can afford to open up new branches, hire
new employees, buy the nicest vehicles which helps us provide the best customer
service.
AWARD: Jack Taylor Founding Values Award (JTFVA) - answer1. Given to a group that
represents the 6 cultural compass points.
2. Present a packet on how the group exemplifies the cultural compass points (CCP)
3. Tsq must be above corporate average
4. Current standing: we won in 2011,2012, and 2014
5. Panel of Corporate judges
6. Winning groups are presented to GRM at the fall officers meeting
7. Awarded grant of $20K to strengthen local communities through NFPs
AWARD: Chairman's Award - answer1. Operating excellence in all lines of business
( daily rental, car sales, fleet management, truck)
2. Current Standing: won in 2012
AWARD: Exceptional Achievement Award (EAA) - answer1. Department awards for
each division
2. Must be over corporate average in growth, service and profit.
3. Current Standing:
a. Business Rental and Business Management won 2017
b. Daily rental won in 2011,2012,2014
