Ultimate Choice – Replenishment Process

Training for AUS Pilot

3/18/2016

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During the Ultimate Choice pilot, AUS will utilize a new lot layout in which vehicles must be parked using certain rules for delivery

1 Compact

2 Midsize

3 Fullsize

4 Premium/Luxury

G Gold

PC President’s Circle

S Specialty/Overflow

W Wow

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Therefore, the pilot will affect change how VSA’s and Transporters perform their work

• VSA’s will be required to write the license number on a hangtag and place it into vehicle–Only write the last 4 digits of the license plate number–Place the hangtag on the front, passenger seat–A special hangtag will be used to denote vehicles with NeverLost

• Transporters will now have to follow prioritized delivery paths (versus simply finding the first open stall) which will require them to:–Find the vehicle’s class on the 1080 ticket from Fuel Island– Identify the proper delivery path based on the vehicle class using a “cheat sheet”–Mark the hangtags to denote where the vehicle was parked & slot into a stall

• Some vehicles may have to be moved multiple times and a new hangtag must be created each time a vehicle is moved to a new section of the lot–Hangtags cannot be double marked as to where the vehicle was parked (otherwise this

creates confusion & extra time at the Exit Gate)–During peak return times (e.g., Thur & Fri), vehicles may have to be taken to the 4 th floor

prior to QTA to avoid interference between return lanes & the Compact Choice lot–During peak rental periods (e.g., Mon), vehicles may have to be pulled from Overflow to

ensure adequate inventory in the Choice lots

• A lot manager will audit Transporters and redirect as needed to achieve optimal inventories in each Choice lot

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Replenishment Process Flow – Choice Pilot

• Return agents will have scripts to handle disputed charges (LDW/FPO)

• Returned cars cannot bleed over into the Overflow/Specialty area (3rd floor will be used to prevent this)

Returns

• VSA techs will select the correct hangtag based on if the vehicle is equipped with NeverLost

• VSA techs will write the last 4 digits of the license plate on the hangtag & it on the front passenger seat

QTA

• Pre-QTA vehicles may be parked here to free space in Return lot

• Post-QTA vehicles may be parked here if no room on 2nd floor

4th Floor

• Specialty equipment (e.g., utility vans) will be delivered direct from QTA

• If no room in the Choice lots, then Transporters will park vehicles here (possible move to Choice lot later)

Overflow/Specialty

• Transporters will be split into 2 teams• Cheat sheets will be used to simplify

lot flow paths• Hangtags will be marked to denote

each vehicle’s location

Choice Lots

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VSAs will be responsible for placing the proper hangtag in the front passenger seat of each vehicle and ensuring no vehicle holds

Standard Hangtag NeverLost Hangtag

NOTE: Only place in vehicles equipped with NeverLost

Vehicle Holds• Ensure no vehicles with holds are given to

Transporters–Be sure to enter vehicle mileage

accurately

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Be sure to write the last 4 digits of the license plate number

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Assign Delivery Teams

Transporters will be assigned to a team at the start of each shift which will help prevent lot imbalances by mirroring the percentages of Gold vs. counter customers, e.g.,• 2/3 of the group will be

on the Gold Team & will check the Gold lot first in certain cases then go to Intermediate or Fullsize lots

• 1/3 of the group will be on the non-Gold team & will check the Intermediate or Fullsize lots first in certain cases then go to Gold lots

A “cheat sheet” will be used by Transporters to identify the prioritized delivery path for each vehicle• Each vehicle’s car

class should be found on the 1080 ticket from Fuel Island

Once the vehicle is parked, Transporter will use a permanent pen to mark its location (e.g., Midsize, Gold, etc…) & write its license plate number on the hangtag• This is information

is crucial for Exit Gate efficiency in order for the attendant to quickly assess & apply any upgrade costs

Transporters will continue to enter the stall number of all parked vehicles in order to:• Provide inventory

visibility to CSR’s & Greeters for customer requested Specialty Equipment

• Establish traceability at the Exit Gate for “lost” hangtags

• Allow AUS to quickly revert to assigning cars if serious issues arise during the pilot

Stall VehiclePark & Mark Hangtag

Identify Delivery Path

Shift startThroughout the shift

Transporter Process Overview

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Step 1 – Identify Car Class

• Each 1080 ticket from Fuel Island clearly displays the vehicle’s class

• Knowing the vehicle class will allow the Transporter to identify the proper lot flow path

Stall VehiclePark & Mark Hangtag

Identify Delivery Path

• Keychains may not be up to date when vehicle classifications are changed

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Step 2 – Identify Lot Flow Path

• The Transporter will use a “cheat” sheet to look up the proper lot flow delivery path (based on the vehicle class – see previous slide)

• The Transporter will also have a lot layout to use as a reference map

• A 2-sided lanyard will be handed out & worn by each Transporter which display both sheets for easy reference

Stall VehiclePark & Mark Hangtag

Identify Delivery Path

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There will be 2 unique “cheat” sheets…the Gold Team will go to the Gold Choice lot before Midsize or Fullsize

A B YB C R 4th C C4 YC

PC G M R 4th

PC G F R 4th

P R 4th A4 H H4 K4 P4 P6

S4 S6 U4 W6 YI W R 4th

G4 P W R 4th

G6 W P PC R 4th

D F4 Q4 S PC G R 4th CA

R

CLA

SSES

GO

LD T

EAM

DEL

IVER

Y P

ATH

S F

OR

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T F

LOW

O6 M R 4th

YU Blank W P R 4th

B4 F F6 YF YQ

G I

E6 K6 L4 W YR All other R 4th

L PC r 4th

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There will be 2 unique “cheat” sheets…the Gold Team will go to the Gold Choice lot before Midsize or Fullsize

A B YB C R 4th C C4 YC

M PC G R 4th

F PC G R 4th

P R 4th A4 H H4 K4 P4 P6

S4 S6 U4 W6 YI W R 4th

G4 P W R 4th

G6 W P PC R 4th

D F4 PC G R 4th CA

R

CLA

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CO

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M

DEL

IVER

Y P

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S F

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O6 M R 4th

YU Blank W P R 4th

B4 F F6 YF YQ

G I

E6 K6 L4 W YR All other R 4th

L Q4 S PC R 4th

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A lot layout which matches the creative design will be used to match the cheat sheets to the lot signage

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Substitution

• Collapse the lot strategy or simply direct to higher class/lot?

Compact N4 (NV Cargo)

Midsize All B4 (Small SUV)?

Fullsize L (Reg SUV), R (Mini van)

Premium/Luxury K6 (excluding Journey),

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Transporter Hangtag Completion Stall VehiclePark & Mark Hangtag

Identify Delivery Path

Whether it is the standard or the NeverLost hangtag, the Transporter will complete the same information on the backside & return the hangtag to the rear view mirror so that the front faces out of the car

• Transporter will need to mark with a permanent pen which Choice lot they park the vehicle in

• If the vehicle is parked in the Reserved section (i.e., SP virtual lot or Specialty/Overflow) then check the “Reserved” box

Front Back

X

2567

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The parking deck (4th floor) will be organized by vehicle type to make it easier to replenish specific vehicles as needed

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* Types of vehicles: Compact, Midize, Fullsize, Truck/SUV, and Luxury

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The lot manager will be stationed at the Customer Service Booth (CSB) and will ensure the replenishment process is followed

• Check each vehicle for critical items –Correct hangtag with last 4 digits of license plate written? (Provide new/correct hangtag

as needed)–Hold on 1080 ticket? (Notify CSB)–Correct lot flow known by Transporter?

• Monitor Choice lots and redirect Transporter deliveries as needed–Ensure only reserved vehicles are parked in Elite Reserved section (Stalls 1 to 8)–Maintain 2x2x2 of Compact, Midsize, Fullsize with no NeverLost at the Exit Gate–Maintain minimum of 3x3x3 of Classes A-F in Specialty Equipment with a high

percentage of NeverLost equipped (plan is to have an entire row during low utilization)–Maintain a minimum of 5 vehicles in Compact, Midsize, and Fullsize lots