International Training Association Recognizes GM-Raytheon Initiative

GARLAND, Texas, July 11, 2006 /PRNewswire/ -- The American Society for Training & Development (ASTD) has recognized General Motors (GM) Service Operations with an ASTD Excellence in Practice Award.

The award recognizes GM's Service Technical College, a comprehensive learning initiative that for the past six years has delivered training to more than 70,000 service technicians working at GM dealerships throughout the United States.

Raytheon Company subsidiary Raytheon Professional Services LLC (RPS) has worked with GM since 1999 to design, implement and manage the college. In 2005, RPS developed more than 425 hours of training for the college and delivered almost 1.5 million hours of training to GM's service technicians.

GM won its award for the application of integrated learning technologies -- including Web-based training, satellite-delivered seminars, highly interactive simulations, and searchable illustrations and videos -- that enable service technicians to understand the complexities of new automotive model features and the processes for diagnosing and repairing vehicles.

This training strategy has allowed technicians to receive larger portions of training without leaving their dealerships, enabling them to continue to serve their customers. Previously, technicians were sent to instructor-led courses at training centers, which in many cases took them away from dealerships for several days. Through the college, more than 90 percent of training is now delivered to technicians in the dealership.

The college's learning management system serves as the platform for Web-based training, testing and reporting. The system currently maintains 23 million records on technicians' training achievements.

"RPS continues to do an outstanding job in providing technical training to GM dealerships," said Peter Lord, executive director, GM Service Operations. "We are completing record levels of technical training and achieving record levels of dealer satisfaction with the training provided."

By bringing the training to technicians' locations, the proportion of technicians receiving training each year has more than doubled since 1999, and the annual costs of training have been reduced significantly. Since the launch of the college, customer satisfaction ratings of GM automotive repairs have risen each year, and warranty costs have decreased. Annual assessments by dealers of their satisfaction with the manufacturer-supplied technical training also consistently surpass the industry average.

"We're thrilled that GM's Service Technical College has been chosen as an exemplar of training practices that deliver measurable results," said Dave Letts, RPS general manager. "The judicious application of new learning technologies is enabling GM to reap benefits that were not imaginable a decade ago."

General Motors Corporation (NYSE: GM), the world's largest automaker, has been the global industry sales leader for 75 years. Founded in 1908, GM today employs about 327,000 people around the world. With global headquarters in Detroit, GM manufactures its cars and trucks in 33 countries.

Raytheon Professional Services LLC is a global leader in learning services and outsourcing. With 750 learning professionals serving clients in 50 countries and 25 languages, Raytheon Professional Services designs and executes learning solutions that improve the performance of clients' extended enterprises.

Raytheon Company (NYSE: RTN), with 2005 sales of $21.9 billion, is an industry leader in defense and government electronics, space, information technology, technical services, and business and special mission aircraft. With headquarters in Waltham, Mass., Raytheon employs 80,000 people worldwide.

NOTE TO EDITORS: The American Society for Training & Development (ASTD) is the world's largest association dedicated to workplace learning and performance professionals. ASTD's 70,000 members and associates come from more than 100 countries and thousands of organizations -- in public -- and privately held companies, government and academia.

Each year, ASTD recognizes organizations for results they have achieved through learning practices and interventions. Organizations apply for the recognition, and winners are announced at ASTD's annual international conference and exposition. Awards are presented for proven practices that have delivered clear and measurable results for the organization. More information about the awards is available at

    Jeff Lucas

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