25A - AGMT - MUNICIPAL PARKING FACILITIES OPERATOR

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SECTION 6. TRAINING POLICIES I Paget REINFORCING CUSTOMER SERVICE: STRIVE FOR EXCELLENCE To reward positive customer service and operations standards, the Company follows up its training with Strive for Excel- lence, a compilation of more than 40 distinct employee motivation and rewards initiatives that reinforce the skills learned during the training process. Some of these reward and recognition programs: • Frontline Jeopardy is a month-long game led by facility supervisors to encourage employee knowledge of operational and customer service policies and details. Employees who answer 12 questions correctly in a given month receive a prize, such as a gift certificate. • Awesome Attendance rewards team efforts at being on the job every day for a month. Winning teams receive pizza parties and certificates of achievement. • Beat the Clock helps reduce tardiness by rewarding employees who show up early for work each day. • Looking Good gives every employee properly in full uniform for a week a playing card. At the eno of the month, the employee with the best poker hand wins a gift certificate, although everyone gets a prize. • A Is for Accuracy recognizes cashiers who complete accurate daily revenue reports. • I've Got the Drive showcases shuttle bis drivers and valet attendants who provide top-notch customer service and meet performarce goals. Employees are also required to attend formal refresher training sessions to "brush -up" on their customer service skills. These sessions cover topics such as customer relations, creating first impressions and organizing workstations. STANDARD UNIVERSITY" —CUSTOMIZED, ON-LINE TRAINING We have found that the wide array of management skills that we require—from technical skills such as accounting proce- dures and computer efficiency to management skills such as employee development, customer service proficiency and the ability to successfully delegate and supervise others—necessitates the use of several training methodologies. Com- pany uses video -based classroom sessions, self-directed learning packages and computer-based training programs to form a comprehensive, effective program providing management employees with the tools they need tc successfully man- age parking facilities up to our exacting standards. Utilizing the power of the Internet to effectively combine and leverage these training activities, our company has developed an in-house, Web -based training system—Standard University --to provide every manager with the knowledge and skills needed to successfully perform specific job responsibilities. From a secure company Web site, each manager's .supervisor downloads Standard University- content to create a customized training plan for that manager. Each moduli of selected information contains corporate policies, instructions and exer- cises that blend learning theory with practical, on-the-job applications. The supervisor evaluates the manager's work prod- uct to ensure that the participant has mastered the content and identified location -specific requirements. The Web site also houses related materials to support continuing education and career development. Our corporate training depart- ment downloads status information from the Web site to assist management in assessing the training progress of individ- ual employees. SPECIFIC TRAINING PLANS FOR MANAGERS Facility Managers - New facility managers participate in an independent training program that includes a workbook and a supplemental video that emphasize the development of leadership skills: keys to recruiting, interviewing, hiring and train- ing skilled employees: understanding the disciplinary process: and meeting our demanding customer service standards. In addition, we provide our facility managers with several local resources to augment and complete their training. Each facility manager receives a computer-based training program that guides the manager through the company's on-line in- formation computer database system. This corn puter- based training itself s then supplemented with a job and accounting guide. Senior Managers - Our senior managers participate in a similar self-directed training program that focuses on supervisory skills as well as planning, organization, delegation and motivation. The training program design also allows managers to practice their new skills while on the lob. This supervisory skills development package is complemented with an orienta- tion at our corporate headquarters, where each senior manager spends time enhancing his or her skills in the fields of hiring and payroll processing, revenue control and auditing procedures, profit and loss statement analysis, budget fore- casting. and marketing for maximum profitability.