Contact: Jennifer Neumann
   (800) 583-8003 ext. 5053   

   Jennifer.Neumann@Dwyergroup.com 

Glass Doctor Transforms Its Training Process
Online Learning Management System Benefits Franchisees and Technicians

WACO, Texas (Oct. 28, 2010)-Glass Doctor, a subsidiary of the Dwyer Group, recently turned to Tortal following a training seminar and a demonstration of the new Tortal Learning Management System at the 2010 IFA convention. Says Vice President of Franchise Relations and Training Dan Mock, “I had a kind of epiphany that we needed to ‘prime the pump’ before new franchisees come to class, to have an ongoing learning process for all our franchisees and to reduce the learning curve for new technicians and other employees. Tortal understands franchising, and was able to meet Glass Doctor University’s needs completely.”

"Pick your LMS carefully. There are many different options out there. The key is usability. We haven’t had anybody call and say, ‘I don’t know how to use this.’ The next thing is support. They’ve always been there for me,” Mock said.

Organization Profile

Glass Doctor offers complete glass repair, replacement and services to the residential, automotive, and commercial markets at more than 300 locations in the United States and Canada. Glass Doctor began franchising in 1977, and in 1998 joined The Dwyer Group, Inc., an international franchisor of eight service industry companies.

Challenges Faced

Building on a 10-year relationship, Tortal continues to help GDU enhance its training of new and existing franchisees and technicians as Glass Doctor takes those programs to the next level.

The Investment

A conversion to Tortal’s simplified new Learning Management System was needed to achieve a high rate of continuing franchisee participation. An investment in the creation and organization of intellectual property continues.

Benefits

• Ongoing education of franchisees and their employees 
• Enhanced uniformity of franchises
• User accountability for specific assignments

Getting Ready: “What it took”

“Tortal President Cordell Riley demo’d the new system for me,” Mr. Mock says. “I started looking at it and really thinking about our training in general. Once you get your template established, you think of more and more uses for it.”

Success Strategy

A Challenge Met
“We have tons of information, and now there’s a place where people can access it and use it,” Mr. Mock says. “There are a lot of unique ways of using this tool. It’s just a matter of how you produce it and what media you use, It’s not that complex once you get into it. Of course, Cordell and his group can also develop classes all day long if you want them to.”

Implementation

First, Glass Doctor University developed a blended approach to acclimate new franchisees to the learning process before they got to class by providing online training to them before they arrive for their new owner classroom training. GDU incorporated six new Tortal classes and even shortened training to six days from nine. 

Glass Doctor then extended and expanded the training experience with a series of post-basic training courses. And if franchisees forget something, they now have a resource where they can go back and refresh their memory.

The process is a continuing one. “Classes are being developed from existing material that was never available once they left company headquarters in Waco,” Dan Mock says. “Or if it was, it was really hard to find. We have 20 courses in the system so far.”

“We also have a big technical component, like a class on how to read a tape measure, something that anybody that's been around for a while simply takes for granted -- but maybe nobody has ever taken the time to teach the technician how to read a tape measure properly.”

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Tortal -- a Driven Brands Company – is a leading provider of online training solutions in the franchise industry.
Tortal also offers its eLearning products and services to other corporate entities, government, education, and non-profit organizations. Driven Brands, Inc., is headquartered in Charlotte, NC, and serves as parent company for the separate businesses: Meineke Car Care Centers, Inc. (a franchise-based automotive service and repair chain); Maaco (market leader in franchised auto body repair and painting), Aero-Colours, Inc. (a franchised chain of mobile automotive paint repair services); Econo Lube & Tune (a franchised chain of automotive repair/quick lube services) and Tortal.

About Glass Doctor®:

From windows to windshields to storefronts, Glass Doctor can handle any glass need. Glass Doctor also offers custom glass services, such as tub and shower enclosures, entry door glass and mirrors. Established in 1962 with one shop in Seattle, Wash., today Glass Doctor offers complete glass repair, replacement and services to the residential, automotive, and commercial markets at more than 300 locations in the United States and Canada. Glass Doctor began franchising in 1977 and in 1998 joined The Dwyer Group, Inc., an international franchisor of service industry companies. At that time the company’s corporate headquarters relocated to Waco, Texas. Now there are more than 175 Glass Doctor franchise owners across the United States and Canada. For further information or to find the location nearest you, visit www.glassdoctor.com or www.glassdoctorfranchise.com.

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