Transcript Bridgestone/Firestone, Inc.

Select Career Opportunities
Orientations Program
“SCOOP”
Kelly School of Business
J.T. Terry
Recruiting/ Retention Manager
Presentation Overview
 Modern Retailing
 Who We Are
 What We Do
 How We Do It
 Questions / Open Discussion
Webster’s:
retailing – n. the activities
involved in the selling of goods to
ultimate consumers for personal
or household consumption
Retail is more than the transaction at
the cash register…
Manufacturer
Warehouse
Advertising
Legal
Consumer Affairs
Market Research
Customer Retention
Marketing
Customer Service
Operations
Education
Purchasing
Finance
Quality Control
Human Resources
Real Estate
Information Systems
Sales
Inventory Services
Distribution
Retailer
2001: Acquired Controlling
Interest in Just Under 500
TiresPlus Stores
1940s: Firestone Home
and Auto Store
1960s: Complete Tire
and Service Center
1980
2002
2001
2000
1990
1989: Bridgestone
Brand Sold
at Firestone
1992: Retail
Store Channels
Introduced
1960
Circa 1920: Original Firestone
Service Station
1940
1920
1900
1981:
MasterCare®
Car Service Concept
1984: 300 JC Penney
Auto Centers Acquired
2001: Reorganization
BFS Retail &
Commercial
Operations, LLC
Formed
BFS Retail & Commercial Operations, LLC
 The largest number of company
controlled tire and automotive generalist
retail locations in the world
 Today there are more than 2,200
company-owned stores operating in 47
states and Canada with 22,000
associates
 Largest single owner installed automotive
tire service provider both in sales and
market share in the world
Fact
1 out of every 5 tires sold
worldwide is made by the
Bridgestone Group
Bridgestone is the world’s largest
manufacturer in the rubber industry.
BFS Retail &
Commercial Operations, LLC
NATIONAL ASSOCIATION
WESTERN
ZONE
CANADA
(49 Stores)
MIDWEST
ZONE
(266 Stores)
(307 Stores)
COMMERCIAL
STORE
OPERATION
(50 Stores)
NORTH
EAST
ZONE
(328 Stores)
SOUTH
EAST
ZONE
SOUTH
CENTRAL
ZONE
(313 Stores)
(326 Stores)
GCR
STORES
MORGAN
TIRE
(100 Stores)
(488 Stores)
BFS Retail & Commercial Operations, LLC
Management Structure
Customer
Store Manager
District Manager
Zone Vice President
CEO / President
BFRC Retail Business Philosophy
“The further away from the
customer any decision
in business is made…
…the worse that decision will be.”
Consumer’s Opinion
Car Care Is the Biggest Hassle
60
Men
Women
40
20
0
Getting Car
Repaired
Source: NAPA/AAA
Going to Traffic
Court
Renew Driver's
License
Filling Out Tax
Returns
Our Mission
“To make car care easier for our
customers.”
Our Vision
“To be recognized as the
absolute best retail tire and
service company in America by
our associates, our customers
and the industry.”
Associate Selection
To support our position of only hiring the best we employ
several methods to assist our field management
in making the right selection:

Educate management associates on the selection
process

Selection certification classroom education

Structured testing for customer service associates

Structured interview guide for store managers usage

Store Manager guide for technician selection

College recruiting and summer intern programs
nationwide
In order to grow, retailers must cut
through the clutter and establish a
point of differentiation by:
 Exceeding Customers Expectations
 Creating Customer Excitement
 Producing the ‘WOW’ Factor to your
customers
MasterCare®
Strategic Retail Standardization Plan
Our brand of service as well as
how we provide that service
to our customers
MasterCare®
Plan Elements
 Establishes the point of differentiation
between us and our nearest competitor
 Developed from five important
customer values
 Each location audited by an outside
firm twice per year
 Individual bonus compensation based
on certification score
Career Path Options
2.
Support Center
Staff
President
3.
Zone Vice President
Other
District Manager
Partner
Customer
Store Manager
1.
District or
Store Manager Training
Zone Staff
School
Summer Intern
1.
District or Zone Staff
2.
Support Center Staff
3.
Other

Assistant District Manager

Marketing

Other LLCs

District Manager

Education

Dealer Sales

Zone Marketing

Human Resources

Corporate Accounts

Zone Operations

Real Estate

Marketing

Zone Education

Public Relations

Zone H.R./Manager Recruiting Retention

Customer Retention

Zone Controller

Customer Service

Zone Safety Manager

Finance

Outside

Affiliated Dealer
Welcome to the BFRC Team?