Employees receive bronze, silver and gold rankings as they complete certain levels of training.
As they earn these rankings, the dealerships they work for receive similar recognition. But to track the multi-tiered certification process, managers had to manually print training reports that detailed the progress of every employee, from salespeople to service technicians. Then they would have to physically cut and paste information into separate documents so each person could view his or her own training history without having access to that of their colleagues. Every time an employee completed a course, the manager had to mail documentation to DCA's Auburn Hills, Mich., offices. It then took weeks for the records to be verified and credit awarded.