Course

Credit Type:
Course
ACE ID:
WALM-0217
Version:
1
Organization's ID:
5008
Organization:
Walmart Inc.
Location:
Classroom-based
Length:
5 days (40 hours)
Minimum Passing Score:
70
ACE Credit Recommendation Period:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Vocational-Certificate 1 Automotive Systems, Mechanics, and Maintenance
Vocational-Certificate 1 Customer Service and Retail Sales
Competency Framework Statement
Lightcast Skills Leadership
Lightcast Skills Supervision
Lightcast Skills Customer Service
Lightcast Skills Troubleshooting (Problem Solving)
Lightcast Skills Mechanics
Description

Objective:

The course objective is to prepare leaders to operate high-performing Auto Care Centers by combining technical skill development, operational coaching, and leadership growth. Over five days, participants learn to drive results through service excellence, team accountability, and data-driven decision-making.

Learning Outcomes:

  • Define the impact the Auto Care Center has on the total store performance, customer experience, and brand reputation
  • Use key metrics and tools (ACC Ops Portal, In Action Report, Incident Reporting System) to evaluate performance and identify opportunities for improvement
  • Demonstrate effective leadership behaviors that promote accountability, safety, and operational excellence in all service areas
  • Model and coach technical accuracy in oil, lube, tire, and battery services to ensure consistent quality and compliance
  • Apply service recovery and customer communication techniques that build trust, resolve concerns, and strengthen loyalty
  • Lead and influence associates through feedback, recognition, and coaching that drive engagement and results
  • Assess and improve shop readiness through tours, inspections, and feedback loops that align to Fast, Friendly, Clean standards
  • Develop a 30-day action plan that connects daily leadership practices to improved comp sales, reduced rework, and stronger team performance
  • Foster a culture of continuous improvement and safety by modeling correct procedures and ensuring environmental and operational compliance

General Topics:

  • Clarify who owns what, walk through accountability expectations, and apply a customer lens walkthrough to day-to-day decisions
  • Practice feedback in action, run through courageous conversation moments, and explore how to teach others on the job
  • Connect their work to results through Driving Impact and a Metrics That Matter activity
  • Learn why claims matter, how claims connect to the 952 account, apply root cause analysis, and complete a data deep dive
  • Build product/service confidence through Mechanical Memory Matching, oil types, sales techniques, and a case study: oil change
  • Review workplace safety standards, use a Safety Data Sheet, reinforce SPCC expectations, and understand waste handling in ACC
  • Practice tire inspection and repair standards, learn TPMS foundations, complete TPMS Rapid-Triage Lab, and work through TPMS testing + scenarios
  • Cover tire mounting and the full installation process, complete the tire compatibility activity, and apply replacement standards
Instruction & Assessment

Instructional Strategies:

  • Case Studies
  • Classroom Exercise
  • Discussion
  • Learner Presentations
  • Lectures
  • Practical Exercises
  • Work-based Learning
  • Performance Rubrics (Checklists)
  • VR Activities

Methods of Assessment:

  • Examinations
Supplemental Materials
Equivalencies

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