matt paine recruiting supervisor september 2000 the enterprise mission “ the customer” “our...
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Matt Paine
Recruiting Supervisor
September 2000
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The Enterprise Mission“The Customer”
“Our mission is to fulfill the automobile rental, leasing, car sale, and related need of our customers, and, in doing so, exceed their expectations for service, quality, and value. We will strive to earn our customers’ long-term loyalty by working to deliver more than promised; being honest and fair, and ‘going the extra mile’ to provide exceptional personalized service that creates a pleasing business experience.”
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The Enterprise Mission“The Employee”
“We must motivate our employees to provide exceptional service to our customers by supporting their development, providing opportunities for personal growth, and amply compensating them for their success and achievements. We believe it is crucial to our success to promote managers from within who will serve as examples of success for others to follow.”
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The Enterprise Mission“The Bottom Line”
“Although our goal is to be the best and not necessarily the biggest or most profitable, our success at satisfying customers and motivating employees will bring growth and long-term profitability.”
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The Customer
Insurance Replacement Manufacture Warranty Replacement Local Corporate Accounts Home Rental
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The Customer
Our Goal How we do How we measure it
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The Employee
Who we are
One of top 50 privately held U.S. companies
Largest car rental company in U.S.
$4.7 billion in revenues
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The Employee
Jack TaylorFounder of Enterprise
Andy TaylorPresident and CEO
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The Employee
Ambitious, creative people who enjoy work
People who want performance based earnings & promotions
Good “people” skills
People who want to have FUN at work
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The Employee
“I didn’t go to college to rent cars!”
What did you go to college for?
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To Be Middle Management?
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To Push Paper?
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The Employee
Promotion Opportunities Assistant manager position possible within 9 months
Branch manager: 1.5 to 3 years
Area manager: 4 to 7 years
General manager: 7 to 10 years
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The Employee
Pay Opportunities Earn percentage of profits Unlimited salary potential
Enterprise vs. Other Companies
Years
Inco
me Enterprise
Other
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The Employee
Administrative Functions Learning to run a
business
Fleet management
Monitoring finances
Managing accounts receivable
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Is It Working?
Media views on Enterprise employees “Everybody in the company, from Andrew Taylor down,
goes through the program.” The New York Times
“Hang around Enterprise people long enough, and you’ll notice… most seem to have the competitive, aggressive air of an ex-athlete..” Fortune
“Enterprise provides its employees with the opportunity and thrill of being individual entrepreneurs.” Ernst & Young Magazine
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The Bottom Line
Enterprise Rent-A-Car Locations
0200040006000
Loc
atio
ns
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The Bottom Line
Enterprise Rent-A-Car Revenue Growth
0
1000
2000
3000
4000
5000
19861987
19881989
19901991
19921993
19941995
19961997
19981999
2000
Rev
enu
e (i
n M
illi
ons)
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The Bottom Line
Enterprise Rent-A-Car Fleet
0
200
400
600
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000
Flee
t (i
n T
hou
san
ds)
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The Enterprise Mission
It’s Working!