Hertz 2011 Annual Report Download - page 21
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Project Lighthouse is the flagship program for operational improvements at Hertz.
Based on tested Lean/Six Sigma principles, Project Lighthouse involves remapping
and revising all rental location operations from the customer’s perspective, driven
by a goal of improving the customer experience every step of the way. Project
Lighthouse is yielding results beyond our expectations, and improvements across
the board. In 2011, we completed the Lighthouse improvements at 66 car and
equipment rental locations globally, with financial, customer satisfaction and
employee satisfaction results which exceed division averages by wide margins.
Since 2009, we have deployed Lighthouse at 84 locations which generate approxi-
mately 40% of our revenues, leaving a large footprint untouched by process
changes which will yield significant improvements. At the same time, we focus
on sustaining the progress we’ve made at Lighthouse-deployed locations, and
tackling the next generation of improvements. Phase 2 improvements are focused
on technology-based innovations and the spirit of “continuous improvement”
embodied by our people across the company.
L
i
g
h
t
h
o
u
s
e
The Hertz Beacon
• Trained almost 8,000 employees in
our Leadership Journey Program
• Learning and Development introduced
70 new courses
• Upgraded our employee performance
and developments systems and
processes
• Achieved highest ever employee
survey results
EMPLOYEE SATISFACTION
ACHIEVEMENTS
page 17
“ Our transformation has resulted
in efficiency savings totaling
more than $2.1 billion between
2007 and 2011. We are rein-
vesting savings to enhance the
customer experience.”