1. WAVE ONE AGENDA I. Welcome / Introductions
II. Team Lucor Motto & Strategies
Motto
Why am I here Today?
3 Strategies
III. External Realities & Business Case For Change
IV. Team Lucor’s Case for Change
V. Customer Not Car Focus
VI. Three Pillars
VII. Wave 0 Review
What are Wave’s
Wave 0 Checklist
Activity – Break into Groups & List 10 Most Important Improvements Wave 0
OPX Tools for Wave 0

2. WAVE ONE AGENDA VIII. Wave 1 IX. Round Tables X. Committment Team Lead
Activity Board / Guide to Excellence
Huddles & Rallies
Downtime Activities
Communication Board
Telephone Answering Procedures
Customer Focus
Measurement Tools (SSR)
IX. Round Tables
Activity Board / Phone Answering Procedures / GTE
Team Leader’s Role
Huddles & Rallies / Communication Board
Customer Service Cycle
X. Committment