Ardent Learning and Nissan North America Win Leading Quality Organization Award

Rochester, New York, February 10, 2015 (Newswire.com) - Ardent Learning, a leader in tailored training solutions has won, for the second time, The Outstanding Human Performance Intervention from the International Society for Performance Improvement (ISPI). The 2015 award recognizes outstanding results derived from the successful application of Human Performance Technology to human performance problems, needs, or opportunities.

In partnership with Nissan North America (NNA), Ardent Learning developed a comprehensive automobile service curriculum and performance support program for Nissan dealerships’ Service Advisors and Service Managers called Nissan-SERV (Service Excellence Retail Venue).

The Ardent team understood our specific requirements for N-SERV and delivered a program that was very innovative and aligned to our strategy. The data shows that Nissan-SERV delivered statistically significant improvements in our key metrics, particularly in customers' intent to return for future service. We are delighted they have been recognized by ISPI

Ed Hibma, Sr. Manager, Parts & Service Training at Nissan North America

The program supports Nissan’s strategy to increase customer service loyalty and retention, particularly in out-of-warranty situations and also to increase customer satisfaction and parts and service sales.   Working together, Ardent Learning and Nissan identified the following performance results and outcome metrics:

• Improved Customers’ Overall Service Experience
• Improved Customers’ Likelihood of Returning to the Nissan Dealership for Their Next Service Visit
• Nissan - SERV Knowledge Retention
• Increase in Service Customer Retention at Nissan - SERV dealerships

Ed Hibma, Sr. Manager, Aftersales Training at Nissan North America said ”The Ardent team understood our specific requirements for Nissan-SERV and delivered a program that was very innovative and aligned to our strategy.  The data shows that Nissan-SERV delivered statistically significant improvements in our key metrics, particularly in customers’ intent to return for future service. We are delighted the program has been recognized by ISPI.”

Ardent Learning develops custom training solutions focusing on identifying behavior & results gaps. Based on Binder’s Six Boxes® categories, N-SERV impacts KPI metrics accounting for gaps in all six areas, including service process improvement, in-dealer training, coaching workshops and elements to sustain behavior change.

“To have Ardent Learning recognized is great, and to have ISPI provide us the award for a second time shows we can consistently deliver results for our clients.” says Rich Fox, Ardent President & CEO. “With the Nissan-SERV solution, we are fulfilling our company’s goal to be the learning partner who delivers impactful, systematic approaches to making employees more productive.   With Nissan we are helping them be more competitive and that makes us very proud.” 

Ardent Learning

Ardent Learning is a leading provider of custom learning and performance improvement solutions and was founded in 1992. Throughout it's history, Ardent has provided innovative solutions to the automotive, financial services, retail and other industries. Using a variety of delivery methods including classroom, web based, E-learning courses and technology based products, Ardent applies instructional design to practical real world problems.

Nissan North America

About Nissan North America
In North America, Nissan's operations include automotive styling, engineering, consumer and corporate financing, sales and marketing, distribution and manufacturing. Nissan is dedicated to improving the environment under the Nissan Green Program and has been recognized as an ENERGY STAR® Partner of the Year in 2010, 2011, 2012, 2013 and 2014 by the U.S Environmental Protection Agency. More information on Nissan in North America and the complete line of Nissan and Infiniti vehicles can be found online at www.NissanUSA.com and www.InfinitiUSA.com.

ISPI

The International Society for Performance Improvement (ISPI) and its members use evidence-based performance improvement research and practices to affect sustainable, measurable results, and add value to stakeholders in the private, public, and social sectors.