Docent Powers Harley-Davidson Service Technician Training and Dealer Certification Program Worldwide
The premier provider of business performance management solutions for Global 2000 companies, today announced that Harley-Davidson Motor Company, the number one U.S. maker of motorcycles, is implementing Docent Enterprise(TM) to support the technical training of its service technicians and the company’s dealer certification program. Through Docent, thousands of technicians and dealers worldwide have access to various learning opportunities for improved professional development and knowledge, enabling Harley-Davidson to align its training programs on its products and services to increase sales results and improve customer service.
In December 2000, Harley-Davidson was honored with the Automotive Training Management Council Award as the best training organization in the automotive marketplace. To build on the success of its award-winning training program, Harley-Davidson launched Harley-Davidson University Online in 2001 powered by Docent Enterprise. Objectives of its corporate university program focus on improving maintenance and repair training of service technicians and increasing the knowledge and sales, merchandising and non-technical skills of authorized Harley-Davidson dealers around the world.
As the lifeline to the company’s customers, Harley-Davidson dealers remain the best points of contact for the most up-to-date information on all Harley-Davidson product offerings and services. In addition, dealers offer the best in motorcycle repair and service from highly trained and certified technicians. Harley-Davidson University Online powered by Docent Enterprise offers instructor-led and Web-based curriculum on the company’s spectrum of products and services to ensure that both its dealers and service technicians remain the ultimate resource in providing the best knowledge, information and service to Harley-Davidson customers.
Furthermore, Docent Enterprise enables Harley Davidson to manage and track competency and learning development and properly certify its dealers on various products and services. Training registration is fully automated and dealer personnel can test their knowledge online and receive immediate feedback on certification achievements. As a result, dealers can personally manage their individual learning activities and Harley-Davidson can more effectively oversee and measure dealer knowledge and competency development. Through its dealer certification initiative, Harley-Davidson expects to increase productivity and ensure that dealership activities around the world are parallel with the goals of the organization.
“At Harley-Davidson, our most valuable asset has always been the passion and knowledge of our people, from employees and dealers, to distributors and service technicians alike,” said Benny Suggs, Director, Harley-Davidson University. “This is why we put so much emphasis on creating one of the best training organizations in the marketplace. Our dealers and service technicians don’t just sell and repair motorcycles, they build customer relationships.”
“Docent has played a significant role in helping global retail and manufacturing companies deliver customer and channel partner training and development,” said R. Andrew Eckert, president and CEO, Docent. “As a proven world-class training organization, Harley-Davidson recognizes the value enterprise-wide training programs provide to its overall business. Docent will enable Harley-Davidson to deliver critical knowledge to its dealers and repair technicians and transform its learning program into a global strategic initiative that will help the company tie knowledge and performance back to its business results.”
Harley-Davidson, Inc. is the parent company for the group of companies doing business as Harley-Davidson Motor Company, Buell Motorcycle Company and Harley-Davidson Financial Services, Inc. Harley-Davidson Motor Company, the only major U.S.-based motorcycle manufacturer, produces heavyweight motorcycles and offers a complete line of motorcycle parts, accessories, apparel, and general merchandise. Buell Motorcycle Company produces sport and sport-touring motorcycles. Harley-Davidson Financial Services, Inc. provides wholesale and retail financing and insurance programs to Harley-Davidson dealers and customers.