Shifting Associates into High Gear: Pep Boys Adopts Interval-Based Training

Organizationsare spending millions of dollars on training, but most are not making hugestrides in achieving bottom-line results. Pep Boys is an exception. Thefull-service automotive aftermarket retail chain is seeing significantreductions in safety incidents and shrink rates thanks to a breakthroughtraining initiative.

The challenge: loss prevention and safetyawareness

Three yearsago, Pep Boys implemented interval reinforcement training as part of anoverhaul to its loss prevention (LP) and safety awareness programs. Like mostcompanies, Pep Boys had always delivered LP and safety messages to associatesvia a comprehensive awareness program that included posters, manager talks, andteam huddles. The company found that although it was committed and consistentin delivering these messages in a variety of forms, it wasn’t seeing theresults it wanted.

Backinjuries, internal theft, receiving errors, and other common LP and safetyissues continued to be problems despite the company’s efforts. When Pep Boysdid see a reduction in accidents and shrink, it could not pinpoint the cause.However, after it saw an improvement, rates quickly rose again for no obviousreason.

The missing piece: performance support

The companyspeculated that its lack of success was largely due to the fact its employeeswere not remembering the training or putting it into practice. Associates wouldget the message, but quickly revert back to working the way they always had—thecompany was not seeing the shift in culture it was working hard to create.

While PepBoys was consistent and hard-hitting in its messaging, it was missing one keycomponent in its training: performance support. Many companies face the sameproblem. If messages are not reinforced, they won’t stick. It has nothing to dowith an associate’s age, education, or background—it’s all about the way inwhich humans learn.

Interval-based training provides what is missing

Researchershave found that interval-based training—learning that’s delivered in bite-sizedchunks and reinforced on a daily basis—improves retention and increasesperformance support. Associates not only remember LP and safety messages, theyare more likely to put them into practice at a store or supply chain level. Whenthis happens, participation is likely to improve, and shrink rates andaccidents are likely to decrease. Profits tend to increase as well due to moneysaved on OSHA claims, paperwork errors, and reduced internal and externaltheft. Pep Boys saw all of these results. It still does today.

Afterimplementing the interval reinforcement learning, which including dailytraining bursts, quizzes, gaming, and cash prizes, Pep Boys saw an overwhelmingvoluntary participation rate—over 95 percent—and a high acceptance of thetraining. “The most surprising benefit of [this form of training] was how wellit was received and continues to be received by our employees,” says BryanHoppe, VP of store operations for Pep Boys.

Results: fewer safety incidents and claims,decreased shrink rates

Due to thetraining and high associate engagement, Pep Boys created the culture shift itwas trying to achieve—significant improvements in safety and loss prevention.Safety incidents and claim counts were reduced by more than 45 percent.Shoplifting, organized crime, administrative errors, and employee theft havesignificantly dropped as well. Inventory shrink rates alone have decreased by55 percent. Plus, every time the company delivers training bursts based onemployee theft, it sees at least a 60 percent increase in calls to itsIntegrity Pays Hotline.

These resultsare continuing to take place even as the number of Pep Boys stores and employeesincrease. “With [this form of training], we have peace of mind. We know thatour messages are being pushed down to the associate level and being internalized,”says David Mitchell, VP of risk management for Pep Boys.

This form ofinterval-based training continues to improve employee satisfaction, retention,and implementation, which in turn has greatly increased a vital aspect of PepBoys business—its bottom line.