Training is one of the most critical elements in the success of this venture. Without effective training all of the information and knowledge that is in our possession stays with us and does not accomplish its mission, which is to have a national organization that thinks and acts as one.

To reach our goals of more sales, profitable operations, and dominant market share, we must be proficient at training. We therefore have developed the following philosophies and objectives:

Initial Classroom Training

Under most conditions, this training will be conducted in Raleigh, NC. As far as it is practical, we will use internal personnel. Any outside instructors used will be thoroughly scrutinized, and investigated for teaching capabilities, philosophy, and willingness to teach our methods according to our philosophies. Also these instructors will have to use our adult teaching model for the way the learning is conducted.

The class will be two weeks in duration, starting with an orientation and mixer on Sunday evening, and continuing through the following Saturday. Class will resume on Monday and finish on Friday after the graduation banquet which will be held around 5:30 p.m.

The class will be primarily oriented toward the training of owner/managers but will also accommodate technicians (technical topics only), and office managers (specific days).

Two IICRC (Institute of Inspection, Cleaning, Restoration, Certification) certifications will be offered, one in Carpet Cleaning, the other in Water Damage Restoration. All owner/managers will be required to take the tests and franchisees will be encouraged to apply for Certified Firm status. This will enable them to qualify for warranty work.

All training will have stated objectives at the beginning of each segment. The instructor will then state the importance and relevance of the material being considered. The class will be conducted according to the Adult Learning Model as determined by the VP of Training and the PCS Training Director. At the conclusion of each segment, the instructor will review the materials covered and allow sufficient time for questions. A written test will then be given and remedial training will be given to those who are not grasping the material as evidenced by the tests. These tests should cover the most important items (need to know) and not the "nice to know". The tests are not designed to trick the student but to reinforce the learning and reveal any areas of weakness of the student that may need additional attention.

All training will use a variety of mediums that will include, photo slides, PowerPoint, videos, hands on, audience participation, study groups, lecture by students, panel discussions, group problem solving and case studies. The objective will be to involve the students and to keep their attention.

Study assignments will be given each evening and a test the next morning. The results of these tests will be made available to the owners and will determine PCS certification.

There will be a lecture and class discussion each morning for 60 minutes on the book, The Seven Habits of Highly Effective People. There will be a voluntary set of questions that can be turned in for extra credit. A premium will be offered to all that do so. Recognition will be given at graduation for those that turned all of them in, and to the one who excelled in answering the questions in his/her own words.

Hands On Training

A great deal of the course will be directed toward hands on training with qualified hands-on instructors that have been trained in the PCS system and have adequate training skills. The owner/manager may use their own truck that they have purchased for this training.

Certification

Where possible there will be two certifications. One will be industry certification, and the second will be the Professional Carpet Systems Certifications.

All positions in the organization will have a specific manual that outlines all of the job responsibilities and the manner in which we have outlined the delivery of the same services. Videos where appropriate will facilitate on location training. All employees in each respective position they fill must take a closed book test. They must pass the test with a 100% passing score. The student must correct any wrong answers prior to receiving their PCS Certification. Upon receiving a 100% the student will be issued a photo ID that must be worn on their person if in the field or kept in the immediate area of service if in the office. These must be displayed or be available for display at all times. Failure to do this will result in demerit points when the Field Representative makes the Joint Quality Review and could reduce the available royalty rebate.

Recognition will be given to Cleaning Specialists as they advance in rank through a combination of tests, certifications and time in the field. This will be in the form of their name in the PCS newsletter.

All managers will be required to be certified by us and IICRC. All Cleaning specialists will be encouraged to obtain certified status in Carpet Cleaning and Water Damage by their 18th month of work in the field. We will sponsor regional certification programs when we have sufficient franchisees in the field. These will be held by either in house personnel or contracted instructors.

We encourage all managers and cleaning specialist to become certified in other areas including upholstery cleaning, carpet repair & re-installation, and other related subjects. Each one of these individuals should strive toward becoming a Journeyman Cleaning Specialist and eventually a Master Cleaner.

Re-Certification

Whenever a major change occurs in any procedures eg. water damage, or in the responsibilities of any position, the manual will be revised and a test on the revisions will be developed. The employee in that position may have to be re-certified. If there are no revisions within a 24 month period, employees should be encouraged to take the existing test and be re-certified. This would act as a reinforcement tool.

All IICRC certifications must be kept up and the necessary continuing education credits must be met. We will have all of our functions approved where appropriate, for continuing education credits.

On Going Training

All owner/managers will be encouraged to attend the annual workshop. These meetings are designed to bring the owner/managers up to date with the latest in technological advances, in cleaning and restoration, computer and software upgrades, and management techniques. These meetings will also be a forum for feedback, and for recognition of managers who are excelling. We will also have fun!