AHM in Training Program Proposal

American Honda Motors, Inc
REGIONAL iN TRAINING
Proposal Response
January February 139, 2004
Submitted by: Alan McConnell, Account Director OEM Solutions Group - Ph: 714.337.7203
The Reynolds and Reynolds Company
This document is the property of The Reynolds and Reynolds Company ("Reynolds") and its
contents are proprietary and confidential. The information included herein is confidential
information and may not be disclosed to outside parties without the prior written permission of
Reynolds.
Table of Contents
1.0
2.0
3.0
4.0
EXECUTIVE SUMMARY......................................................................................5
INTRODUCTION...................................................................................................7
SCOPE OF WORK.................................................................................................9
APPENDIX............................................................................................................17
4.1 STAFF BIOGRAPHIES.............................................................................................17
4.2 INVESTMENT SUMMARY..................................................................................27
1.0 EXECUTIVE SUMMARY......................................................................................5

2.0 INTRODUCTION...................................................................................................7
3.0 SCOPE OF WORK.................................................................................................9
Training continues4.0 APPENDIX......................................................................16
4.0 APPENDIX............................................................................................................17
4.1 STAFF BIOGRAPHIES.............................................................................................17
4.2 INVESTMENT SUMMARY..................................................................................27
1.0
2.0
3.0
4.0
EXECUTIVE SUMMARY..................................................................3
INTRODUCTION...........................................................................5
SCOPE OF WORK..........................................................................7
APPENDIX..................................................................................13
4.1 STAFF BIOGRAPHIES............................................................13
4.2 INVESTMENT SUMMARY........................................................23
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January 9, 2004
1.0 EXECUTIVE SUMMARY

Honda eBusiness Training Team (eBTT) Needs:
Hondas eBusiness Training Team needs to more effectively distribute their ongoing
Interactive Network training and support services strategy. The tactical delivery associated
with this strategy provides dealers and internal associates with training on how to integrate
the use of applications available through the iN with the day-to-day business processes
used by Honda, Acura, Honda Motorcycle and Power Equipment dealers. When faced with
the alternative of creating the internal organizational and human resources infrastructure
required to manage and supervise a team of trainers, versus establishing an ongoing
working partnership with a vendor that specializes in delivering and supporting IT
applications and their use by over 10,000 North American dealers, a compelling case can
be made to Honda for the latter. Reynolds and Reynolds has the depth of experience,
infrastructure and staffing to provide tactical level dealer and Honda associate iN training
and process implementation coaching. By outsourcing certain components of Hondas
overall iN training program to Reynolds, a variety of costs associated with supervisory
burden, resource under-utilization and Human Resource overhead will be reduced or no
longer required. This will free Hondas Dealer Support Services team to focus on overall
program objectives without getting bogged down with logistical challenges such as:
Trainers and Training Resource Utilization rates
Regional Seminar facility project management and logistics
Overnight travel and related expenses for Honda associates
Training PC Workstation maintenance, storage and shipping
Tracking assignments and resource allocation
Reynolds and Reynolds proposes to become the Honda eBusiness Divisions training
delivery partner for those portions of Hondas iN training program that require facilitator, or
Leader Led training delivery mechanisms. Reynolds Consulting Services (RCS) and
Reynolds University (RU), a divisions of Reynolds and Reynolds (Reynolds) proposes to
assist Honda in the development and/or delivery of a program that creates training content
focused on utilizing iN applications to improve specific dealer business process capabilities
such as Web-based seminars. ReynoldsCS will then provide the additional resources
needed by Hondas eBTT to deliver the training via multiple leader-led channels designated
by Honda and selected by targeted iN users.
Fixed versus Variable Investment Magnitude:
For the purpose of this proposal, the costs of specific ReynoldsCS supplied training
resources and consulting services, materials and delivery of training to dealers and
associates will be catalogued and listed on a line item basis using a modular approach.
This provides the flexibility to allow Hondas Dealer Support Services Manager (Tim Walker)
to build a program from the listed Reynolds components that will deliver to Hondas iN
objectives within the budget allocated. Within this modular pricing approach, (displayed
within the Appendix as the Investment Summary) there will be investment components
that are required to enable delivery of variable components and assure high quality and
consistency of ReynoldsCS products and services.
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Prerequisite One-Time investment items will be shown as:

Research and Development
Project Management
Train-The-Trainer (T3)
Fixed Investment Costs
Variable investment components will include itemizations such as:
RCS Consultant Resource Daily Rate
RCS Project Management Hourly Rate
RCS Curriculum Design Hourly Rate
RCS Graphics Design and File Preparation Hourly Rate
Training Facility Daily Usage Fees
Manuals and Training Materials Piece Costs
RU Distant Learning (DL) / virtual classroom session
Projected Results:
Reynolds Consulting Services and Reynolds University will work together with the Honda
eBusiness Training Team to increase iN utilization by dealers and Honda associates, while
reducing call burden placed on the iN Support Services Team call center. RCS will do this
by leveraging a pool of over 300 automotive and IT professional consultants that possess
many years of dealership and retail management experience and know-how. Utilizing these
RCS resources, Hondas eBTT will extend its scope, magnitude and depth of reach into
Hondas dealer and retailer networks.
Increased utilization of iN based applications will reduce AHM transactional costs and
improve core business competencies of dealers and retailers. Through accelerated adoption
of dealer and retail business processes that are made more effective and efficient through
utilization of iN applications, RCS will provide Honda with a competitive advantage in the
retail business operations space. Additionally, increased staff utilization will drive iN value
perception by dealers and retailers. Training and coaching that supports value perception
will help sustain satisfaction with the current iN subscription fee business model, while
setting the stage for earlier adoption and utilization of future iN delivered application
services.
Strategic Summary:
The utilization of Reynolds, and RCS and RU resources by Hondas eBusiness Training Team
is consistent with an overall strategy to support the continued and accelerated migration of
all core dealer/retailer business transactions and communication channels to the iN
infrastructure. Using Reynolds and RCS as a tactical adjunct and variable supplemental
resource to deploy the eBusiness Training Teams mission will allow Hondas Automotive,
Motorcycle and Power Equipment Divisions to increase the growth rate of their information
processing efficiency through more effective utilization of the transactional applications
within the iN. Extensive independent research (SAS), along with numerous training and
support industry awards, validates and confirms Hondas selection of Reynolds and
Reynolds as a training and consulting partner for a strategic program as significant as
Hondas Interactive Network. Investing in development of ReynoldsCS training resources
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ensures Honda eBTT control while effectively addressing both the resource constraints and
tactical delivery needs of the eBusiness Training Team.
2.0 INTRODUCTION
BACKGROUND:
From January through March, 2002 Hondas eBusiness Division commissioned Reynolds
Consulting Services to execute an independent assessment and review of iN Training needs
and delivery effectiveness. Assigned Reynolds Consulting resources facilitated a series of
interviews with dealers, retailers and Honda associates as part of the studys methodology.
The interviews uncovered then existent iN training weaknesses, while providing RCS with
intimate familiarity and understanding of the training needs experienced by Honda iN
constituents. With a history of assisting Honda in tactical delivery of strategic iN programs
that dates back to the iN initial launch in 2001, Reynolds is uniquely positioned to further
improve communication between Honda, dealers, and customers; increase iN use; increase
savings and profits; streamline dealership's business competencies; and decrease
dependence on paper as well as legacy applications.
The eBusiness Interviews facilitated and conducted by RCS provided the Reynolds
resources assigned to Honda with valuable insight on the methodology, content, and most
effective implementation strategies that ensure achieving Hondas eBusiness objectives. In
addition to depth of experience and familiarity with Hondas Interactive Network, Reynolds
offers Honda the following advantages:
1. Reynolds CS has the resources to provide Hondas eBusiness Training Team (eBTT)
with a deeper understanding of iN Best Practice dealer use and periodic updates
2. If selected as the eBTT training partner, RCS Reynolds will assign a project manager
to communicate with Honda stakeholders on a proactive basis
3. RCSeynolds has proven resources possessing the know-how to develop specific iN
curriculum focused on dealer departments and specific employee roles
4. RCSeynolds provides Honda with extended multiple training method capabilities that
can be offered to dealers and their staff based on choice and need
5. RCS Reynolds can be used to provide Honda Motorcycle division with regionalized iN
proficiency training for field associates and dealership staff
6. RCS Reynolds can be used by Honda eBTT to provide the Power Equipment Group
with training that will turn field associates that work with dealers, into iN coaches
Reynolds Proposed Program Benefits:
Dealership Process familiarity, organizational capabilities, scope of resources and keen
understanding of multiple dealer technology infrastructure set up will enable Reynolds to
establish a consistent; Best Practices approach to:
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Anticipating iN application learning needs for Dealers and AHM Associates

Assessing and Developing learning experiences that are relevant to the iN users
daily business processes and transactional needs
Adding valuable dealer utilization practices to Hondas eBusiness Knowledge
Management Repository
Extended reach and frequency of Hondas iN Learning distribution (Leader Led and
Distributed Learning)
Extending Hondas ability to implement and managing an iN User Certification
Process
Providing the 3rd party validation for Hondas eBTT to further close the feedback loop
between iN client application needs and the Dealer System Development team
Providing Dealer Choice in regards to the iN training delivery channels
These benefits of utilizing RCSeynolds as an extension of Hondas eBTT will result in a
business advantage for American Honda, its Dealers and Retailers.
Cost Recovery Mechanisms:
Training that is focused, effectively delivered, and produces desired results has the value to
generate a return on investment in a variety of ways:
Increased value of iN due to enhanced utilization will support subscription fees that
include Distance Learning training costs
Fees for Regional workshops facilitated by RCS and a marketing program that
leverages Honda field staff to ensure maximum attendance
RCS delivered In-Dealership Training has been independently verified as producing
higher application utilization rates and can be subsidized by dealer fees
On demand training modules that can be delivered when needed by the customer
(just-in-time (JIT)) via the Reynolds Distant Learning Center.
Restructuring of Internet Lead Referral fees to include an amount allocated to iN
Lead Management training components
AHFC fees/factors used to fund training components that are focused on financial
services, lease renewal and retail financing related iN applications
RCS facilitated and administered iN Certified Trainer College tuition costs can be
funded by dealers through a tuition program while leveraging Hondas investment in
RCS resources
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3.0 SCOPE OF WORK

Reynolds Consulting Services and Reynolds University, through its own Retailing College,
Global In-Dealership Training, CBT, and WBT and DLC has extensive experience in
curriculum development and educational training standards for dealer principals, dealership
management, dealership specialists and American Honda Motor field and corporate
personnel in the automotive industry. As such Reynolds Consulting Services is proposing to
assist American Honda Motors with the following:
Reynolds Proposed Program Description:
1. The Honda eBusiness Training Team (eBTT) will determine the quantity and
frequency of allocating ReynoldsCS delivered iN application training to dealers and
Honda associates.
2. RCSeynolds will be used by Honda eBTT as a means of offering dealers additional
choices for iN training mechanisms so they can decide which training is right for their
people.
3. Training curriculum used by RCSeynolds will be designed, built and delivered under
the supervision of eBTT using Honda internal and external resources.
4. ReynoldsCS will provide services to Hondas eBTT that will be focused on delivering
both Leader Led (LL) and Distance Learning (DL) to provide a cost effective Return
On Investment approach that recognizes the value of each iN applications
transactional function.
eBBT / ReynoldsCS Preparation:
Review & Customize Honda Interactive Network training curriculum for In
Dealership, Regional Seminars, and District Managers Workshop and Distant
Learning.
Review & Customize existing Honda Interactive Network dealer applications
training curriculum
Services Customization/Train The Trainers for our Catalysts for 5 days in Torrance,
CA.
Curriculum and training will include but not be limited to:
What is iN, How Does it Work; Whats in it for the entire Dealership
F.A.B. the Interactive Network Identifying the Features, Advantages,
and Benefits of the Network in terms of each role with in a typical dealership.
Create excitement and establish value & understanding of the Network
and its powerful tools with all involved personnel at each dealership engaged.
Communicate history, strategy, and imperative behind each Interactive
Network application, and communicate features and functionality.
Demonstrate how applications available within the Interactive Network
integrate and the existing processes used in many dealerships.
Train daily users on basic, intermediate and advanced features of iN
applications.
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Zone Based eBTT Catalysts:

Reynolds is proposing to provide Hondas eBTT with a choice of either part-time (assigned)
or full-time (dedicated) RCS Catalyst resources that will be assigned to specific Honda and
Acura Zone offices per eBTT management. Although the attached Investment Summary
outlines 2 approaches, the first with Assigned eBTT Catalysts provided by RCS on a daily
billable rate basis, and the second, a Dedicated eBTT Catalyst based on a monthly billable
amount basis, there are several valid reasons why Hondas eBTT management should
consider a blended or hybrid approach. The Hybrid Approach would encompass a
combination of several contracted and 100% dedicated RCS Catalysts, along with specially
trained RCS Catalysts who would be utilized on an as-needed basis and charged to Honda
on a daily fee basis.
The variety of approaches described above, and within the Investment summary, provide
Honda with the ability to utilize the exact amount of training and consulting resources
needed, at the time they are needed, without increasing Honda Associate head count. This
provides a balance between cost efficiency, while providing for properly trained and skilled
resources that are able to establish close working relationships with the selected Honda and
Acura Zones, their staff and the dealers within each zone.
Training Services Delivered by eBTT Catalysts:
The RCS Catalysts assigned to Hondas eBTT and Zones will be skilled and experienced
resources with an extensive background in facilitating multiple training delivery
mechanisms. The Training Delivery Matrix shown below as Figure 1 illustrates the
mechanisms that comprise the means of learning delivery utilized within the eBTTs
Interactive Network Training Strategy. Of the 6 delivery channels listed within this matrix,
the ReynoldsCS catalysts assigned or dedicated to the eBusiness Training Team (eBTT) will
be qualified to facilitate the following:
Channel #3: Prescheduled and Facilitated Web Based Learning
Channel #4: Instructor Led Distance Learning
Channel #5: Instructor Led Offsite Seminar Services
Channel #6: In-Dealership Instructor Facilitated Learning
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Figure #1:
Channel #4 Instructor Led Distant Learning:

The following steps outline how Reynolds will meet AHM expectations in a one to many
virtual environments of 8-12 participants per class.
Two Reynolds Virtual Trainers will be assigned to the AHM initiative. The
assumption is that the first month will consist of 8 virtual training sessions per
week, 12 virtual training sessions per week for the second month and 16
virtual training sessions per week for the third month.
The Reynolds Virtual Trainers will learn the content from AHM trainers.
The options of training are either webinar scripts, on site at Hondas location
or preferably at the Reynolds Sparks location. Training will preferably occur on
consecutive days on a mutually agreeable schedule. While learning the
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Honda content, Reynolds will bill Honda for time spent in training plus travelrelated expenses billed at our cost.
Honda will provide the Reynolds Virtual Trainers with the materials
needed to train the customers. The trainers will need the instructors guide,
student guide, reference material and any other material to assist the trainers
in learning the content. These materials should be available to the trainers
prior to any internal training sessions with ample time to review. Honda needs
to define or list the items in the interactive network that needs to be defined
for each job role or position. The expectations of the trainer are to clearly
understand the area of the interactive network that applies to each job or
position.
The Reynolds Virtual Trainers will need to know and be trained on the
Hondas virtual classroom training tool. The assumption is the trainers will be
providing training using Hondas virtual classroom tool. The expectation is
that the trainers need to know how to use this portal in conjunction with AHM
content.
The Reynolds Virtual Trainers will have an opportunity to observe Honda
trainers modeling the appropriate instructor behavior and practice the
instructor role using the Honda virtual classroom tool.
The Reynolds Virtual Trainers will need time to rehearse alone and then
with a Honda representative.
The Reynolds Virtual Trainers request a Honda representative attend the
first training session to provide feedback.
The instructor fees are for conducting the courses only. Fees for
additional services provided by the Reynolds Virtual Trainers will be identified
depending on the service and the effort involved.
The following items need to be further discussed.

Administrative Responsibilities
Registration Process
Reports
Cancellation Policy
Surveys / Evaluation
Channel #5 Instructor Led Offsite Seminar Services:

Reynolds Consulting Services will conduct training Awareness Seminars in selected markets
for participating AHM dealership management as well as AHM Regional personnel. These
training Seminars will be for specific dealership staff by functional job role with respect to
the following:
What is it, How Does it Work; whats in it for the relevant dealership
staff.
Identifying the Features, Advantages, and Benefits of the applications in

Dealer terms.
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Create excitement and establish value & understanding of the iN

applications and its powerful tools with relevant personnel at the dealership.
Communicate history, strategy, and imperative behind the Interactive
Network applications.
Communicate what is coming and timeline.
Systems Administration specifics by application
iN Lead Management Tool application Best Practices.
Reynolds Consulting Services will limit classroom sizes to 18 participants. Multiple

participants from each dealership will be invited to attend. We would encourage strong
participation and encouragement from the District Managers to have their dealers send
attendees. AHM may want to consider a field incentive for the DM for Dealership personnel
attendance. Regions needing additional space for dealers will have additional sessions
added as required.
Channel #6 In-Dealership Instructor Facilitated Learning:
Reynolds Consulting Services will deliver in-store Awareness/Strategy Boot Camp Training
to American Honda Motor (including both Honda and Acura) dealers. Each day of intensive
onsite training workshops will focus on a clearly defined agenda that requires a sign-off by
the Sales Manager, Service Manager, Parts Manager and Dealer and/or GM. Each visit will
consist of these main components:
Dealer & Managers Meeting
Boot Camp Session for relevant Dealership staff with respect to:
What is it, How Does it Work; Whats in it for the relevant Dealership
Department
Demonstrate the Features, Advantages, and Benefits of each application
in Dealer terms.
Create excitement and establish value & understanding of features,
functionality and the powerful applications and tools with all involved
personnel at the dealership.
Communicate history, strategy, and imperative behind each application
within the Interactive Network.
Communicate what is coming and timeline.
Systems Administration Training for in dealer administrators.
iN Lead Management Tool application training
Focused Training - Areas of focus would be centered on three areas of function within
the Interactive Network.
American Honda Motor District Manager Interactive Network 2-Hour Workshop:
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Reynolds Consulting Services will deliver American Honda Motor Branded Interactive
Network workshops to the 65 Honda and 38 Acura District Managers. They will learn about
the American Honda Motor Interactive Network technology to help successfully assist their
dealers in effectively utilizing the Interactive Network applications.
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Administration & Scheduling:

Pre-Visit Communication
The purpose of the pre-visit communication is to allow the RCS catalyst to introduce
themselves to the dealers, confirm the scheduled training date, and inform the dealer that
a pre-visit package will be arriving soon, which needs input prior to the visit.
The components of our pre-visit communication are:
Pre-visit phone contact.
Pre-visit packet (includes letter to dealer, pre-visit checklist, agenda and roster).
Follow up phone contact to confirm packet was received
Administration
Reynolds Consulting Services will be responsible for coordinating all arrangements
associated with the American Honda Motors Interactive Network Training Programs to
include:
In- Dealership & Seminar Training Letter - Reynolds Consulting Services will schedule
one day of in-house training in each participating dealership. A follow-up letter/fax
will be sent to all Dealer Principals outlining the dates, times and agenda for the indealership sessions.
A similar letter/email will be sent to all American Honda Motor Regional personnel in
each market with the dates of all in-dealership training for dealers in their market
area.
Shipping - Reynolds Consulting Services will ensure the timely arrival of all training
materials to each participating dealer and Seminar location.
Reynolds Consulting Services will provide an in-dealership evaluation at the
conclusion of each in-dealership visit. Reynolds Consulting Services will distribute
training status reports to American Honda Motor, participating dealers, American
Honda Motor District Managers and other applicable parties.
Reynolds Consulting Services will provide a Seminar evaluation at the conclusion of
each seminar session. Reynolds Consulting Services will distribute survey status
reports to American Honda Motor, American Honda Motor District Managers and
other applicable parties.
Reynolds Consulting Services will coordinate District Manager participation
Our Voice of the Customer Department will conduct a 3 day post visit telephone call
for each dealer and report on survey results
Reynolds Consulting Services will deliver a detailed action plan during each visit that
the dealer will sign during the exit meeting. All action plans will be delivered to the
American Honda Motor field personnel as well.
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Project Management
Reynolds Consulting Services will designate 1 project manager, 1 Senior Account Executive
to this project to coordinate the following:
Reporting,
Document Users and Training Utilization
Action Plans - Accomplishments during visit
Performance notes: Utilization, Proficiency, Compliance
Training satisfaction metrics
Escalation and resolution process
American Honda Motor Meetings
Establish & Maintain a project management Action list
Managing timelines and budgets
On Going and Future Recommendations:
Conduct iN Colleges for Corporate personnel and field new hires
Coordinate AMERICAN HONDA MOTOR Top-Down support for Interactive Network
retailer adoption
Conduct 5-Day AMERICAN HONDA MOTOR College for all dealership Managers
Develop an iN Certification program by job role.
Establish a co funded Continuous Improvement Training Plan for all dealers
Establish a self-funding/earn back plan to help finance American Honda Motor
technology advancements/R&D and CIP training
Establish Bi weekly Conference calls with Reynolds Consulting Services field
personnel for real time feedback; technology improvements/advancements, etc.
Oversee continual software enhancements to improve functionality and usability
Develop and share best practices and key Interactive Network learnings across
retailers
Develop a websites - www.AHMINbestpractices.com with access for all dealers that
shows best practices
Support advanced feature-training requests
DLCSceduling/Timeline
Week of February 16th
Honda gives approval to proceed. Reynolds identifies two dedicated trainers for the
American Honda Initiative
Week of February 23rd
American Honda provides the Reynolds trainers with the necessary materials of content
Week of March 8th and 15th
American Honda conducts training with the Virtual Trainers
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Week of March 22nd

Virtual Trainers Role Play
Week of March 29th
Virtual Trainers delivers 1st training session
April 6 and Forward
Training continues
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4.0 APPENDIX
4.1 STAFF BIOGRAPHIES
David H. Brugh, Director Consulting Practice Management and Loyalty
Management University
David has served as director of Reynolds University - Loyalty Management
University since January 2001. As director, David is responsible for managing
curriculum that meets the needs of automotive retailers. He serves as a
champion for developing educational opportunities that provide automotive
retailers with a competitive edge both in serving their customers and running all
areas of their business. The programs David develops are adjusted frequently to
reflect industry trends and cutting-edge research.
David is responsible for both marketing and delivering automotive retail courses
to dealership management and sales teams. He oversees all the LMU campuses
including those in Philadelphia, Dayton and Los Angeles. LMU is a Reynolds
University offering through the Reynolds and Reynolds Company.
David is also director of Practice Management for Reynolds Consulting Services.
He and his team provide process and operational support to the Consulting
Services team. In this capacity, David meets directly with retailers and dealership
personnel to identify performance gaps in the dealership processes. The
Consulting Team then helps the dealership build solution roadmaps that help to
close the gaps and move the dealership organization to Performance Results.
David has 32 years of automotive industry experience. He started his career in
sales and has served in the roles of finance manager, sales manager, used car
manager, general manager and owner. He was an automotive dealer in Cleveland
and Lorain, Ohio prior to joining the former HAC (Half a Car) Group. With HAC,
David managed the automotive business in the United Kingdom and was
promoted to Director of European Operations.
He has lectured, presented workshops and participated in major projects with
Ford and Lincoln-Mercury throughout North America, the United Kingdom and
Europe. David implemented a used car certification process in the U.K. and
helped introduce retail leasing in Europe, which resulted in 26 manufacturers and
banks leasing cars.
The author of white papers on retail leasing and used car certification programs,
Davids work has been published in the U.K. and Europe. He has appeared on
Fords satellite broadcasts and has conducted seminars in Canada, the U.K. and
South Africa on used car certification and leasing.
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In April of 2002 and again in May of 2003, David gave several addresses at the
Thrifty Car Sales Dealer Conferences. The topics of his addresses were Used Car
Sales Processes, Used Car Certification: as the Customer Sees It, Used Car
Inventory Management and Used Car Leasing.
Education/Military Service/Awards:
David was a member of the United States Naval Reserve from 1967 to 1973. He
served on the USS Nitro with the Sixth Fleet from 1967 to 1969 in the
Mediterranean.
David was educated at Ohio State University and Fenn College (Cleveland State
University). David is a member of the Fairview Hospital Association Board and
former Ward Leader for the City of Westlake, Ohio.
Donna Bernstein, Project
Reynolds and Reynolds
Manager,
Reynolds
Consulting
Services,
Donna serves as the primary point of contact for our training partners for the
delivery of consulting and training services. Included in her role is communication
with the client project management team, coordination of RCS resources,
reporting, and management of timelines, budgets and deliverables. Donna has
been in this role since 1999 and has been attached to national training programs
for Ford Motor Company, Honda USA, Lincoln Mercury and the 2002 MercedesBenz StarLeads roll out.
Donna graduated in 1979 from Simmons College with a Bachelors of Arts in
American Studies and earned a Masters of Business Administration from Drexel
University in 1982. Prior to joining Reynolds & Reynolds in 1997 Donna was in
sales and account management for companies in the fields of transportation and
technology.
Ralph Paglia, Consulting Practice Leader, OEM Solutions Group, Reynolds
and Reynolds
Ralph Paglia currently serves as the Consulting Services Practice Leader within
the OEM Solutions Group of The Reynolds and Reynolds Company of Dayton, OH.
He is assigned to work with Car Companies and manufacturers throughout North
America. In this capacity, Ralph draws upon over 20 years of experience working
and consulting in the Automotive industry. He has worked with OEMs and
hundreds of dealers during consulting engagements where his mission was to find
ways to implement business process improvement, Web Services and CRM
Information Technology to sell more cars and make more money while creating
increased levels of customer satisfaction.
Prior to January 1, 2003 Ralph served for two years as the Director of TAS
(Technology Assisted Selling) Consulting Services, The Reynolds and Reynolds
Company, and oversaw a team of consultants that are contracted by thousands of
dealerships and car companies throughout the country to help insure that dealers
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get increased sales and results from their websites and technology. He was also
responsible for the development of curriculums, seminars, workshops and webbased training.
Ralph truly believes in creating positive changes within
automotive dealerships and the automotive industry. Many of Ralphs dealer
clients have become some of the most successful eBusiness dealers in America.
Most recently, Ralph has been working with the Wolfe Automotive Group in
Kansas City, MO WAG Internet sales have grown from less than 40 units
(September, 2002) to 150+ units in January, 2003 Then to over 250 Internet
Sales in March, 2003 by following Ralphs recommended Web Brand Management
processes and organizational design.
Ralph began his automotive career in 1981 at a San Diego auto dealership as a
sales representative, progressed to General Sales Manager and then to General
Manager of a high-volume Volkswagen and Peugeot dealership. In 1988, Ralph
left San Diego to become an investor/owner and serve as President for 9 years
while running daily operations.
When the business was sold, Ralph wanted to find a way to help dealers discover
and implement the innovations that produce sales results and profit growth. He
began serving the automotive industry as a sales and management consultant in
1998 and then joined Cyber Car, an Internet Consulting firm to the auto industry,
which was acquired by Reynolds and Reynolds in May of 2000.
Ralph is a frequent eBusiness speaker and has been a featured speaker for car
companies such as Ford, Lincoln Mercury, Honda, Acura, Mercedes-Benz, Gulf
States Toyota, Southeast Toyota Distributors, and Toyota Motor Sales, as well as
many large Retail Dealership Groups at Internet conferences, interactive
workshops, and eBusiness seminars. He has also published several articles on a
wide variety of topics within the general area of eBusiness.
Ralph is a graduate of Valparaiso University and went to SUNY-Buffalo for a
Masters in Business Administration. He was awarded Cyber Car 2001 Catalyst of
the Year by Reynolds and Reynolds, and received an award for his contributions
and participation in the design and successful launch of Reynolds Generations
Series CRM Solutions in 2002. In March, 2003 he received special recognition for
his contributions to the Reynolds Customer Management Solutions development
team.
One of Ralphs quotes: If it helps dealers to sell more cars, generate more gross,
reduce expenses, increase customer satisfaction or keep valuable employees from
leaving Then I want to learn more about it and share it with car companies and
their dealers.
Name: Shelly Georgopulos
Role: Practice Development
Education: B.S. Philosophy from Colgate University. Concentration in Business
Ethics, graduate of the Half A Car College, numerous courses in the automotive
industry
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Retail Automotive Experience:

Shelly began selling cars in 1987. Retail Automotive Experience includes the
following accomplishments:
Sales Manager, New Karns Ford: Number one in the NY Zone in upfront
lease penetration for two consecutive years.
Renewal Manager, New Karns Ford: Took department from 40% renewal
penetration to 85% renewal penetration and maintained that percentage
for more than 3 years; resulting in the highest Renewal Penetration in
FMCCs New York Region from 1992 1994.
Used Car Manager, New Karns Ford 1 year
Sales Associate, New Karns Ford 6 years
Spoke as a Subject Matter Expert at Ford Credits Global NALS meeting in
1994.
Reynolds & Reynolds Experience:
Reynolds Consulting Services, 1996 through present.
Co-develop, design and launch new Loyalty Management University
courses, market seminars, dealer meetings and in-dealership training
courses.
Loyalty Management University facilitator 1997 through present
Various OEM curriculum development experience, including Ford & Lincoln
Mercury, General Motors, Honda, Toyota, Nissan,
Authored white papers on topics such as the Fair Price Doctrine.
Name: Robert F. Famularo Jr.
Role: Consultant
Education: AS - HVCC JUNIOR COLLEGE
BA - Siena College
Eighteen years Retail Automotive experience including twelve years in
management.
Five years Master Sales Counselor with Jack Byrnes FLM Albany, NY
Six years GSM with Kearney F-M led dealership. Two Chairmans awards,
gross increased every year, third year increased gross twice over first year.
Six years GM-GSM leading RCL dealer and ESP dealer in zone five times,
always in top five. Presidents Club Award. Always in top five in customer
survey scores in region.
Reynolds Consulting Services, 1993 to Present
Extensive work with Ford, Lincoln, Mercury, Jaguar, and Volvo concerning
Retail and Lease Trade Cycle Management.
Established many Lease Renewal Depts. in Ford and Lincoln Mercury
dealerships.
Cyber Car - eCommerce training including Dealer Connection website and
salespoint installation and training. Installing and improving Internet
process in sales, service and parts.
Lincoln Mercury Profit Protection program, assessing in dealership
processes and adapting them to eCommerce influence today to increase
Confidential
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January 9, 2004
profitability and customer satisfaction (CSI). Holistic training, all

departments involved- sales, service and parts.
Development and launch of Retail Trade Cycle Management using the LSI
program to establish a needed follow up process with our retail customers
TAS- launching and training the use and updating of Automark websites
with various lead management systems with individual dealers and dealer
groups.
Currently working with Reynolds and Reynolds CM (contact management)
program in development of BDCs.
Name: Jimmy K. Trentham

Role: Consultant for RTCM, eBusiness, Contact Management, TAS, LSI, CRM
Education: BS - East Tennessee State University, Johnson City, TN
Twenty-three years retail automotive experience all in management
Entire twenty-three years at Bowditch Ford, Newport News, VA
Positions from F&I Manager to VP & Comptroller to VP & GM
Dealership recipient of five Chairmans Awards
One year experience in automotive wholesale parts distributor as VP of
Finance
Extensive work with Ford, Lincoln, Mercury and Volvo with specialization in
eBusiness and Retail Trade Cycle Management
Contact Management Certified Installed Reynolds and Reynolds CRM
technology and implemented standard BDC processes
Assisted dealers in developing CRM programs, including selecting
supporting technology and establishing a BDC department
Member of MBUSA, Honda and Volvo eBusiness Team
Participated in research, development and pilot for several OEMs
Experienced in training LSI, BDC, Lincoln Mercury eBusiness and
Technology Assisted Sales
Name: Lawrence H. Kraus
Role:
Consultant-E-Business, Seminar Facilitation, Custom Consulting and
Contact Management.
Education: B.S., Zoology, 1976 Kent State University, Kent, Ohio
B.A., Biology, 1996 Kent State University, Kent, Ohio
Fifteen years retail automotive experience including ten years in
management.
F&I/Internet Manager, three years, Bishop Pontiac-Oldsmobile, Wadsworth,
OH. Increased F&I department income 300% over a seven-month period.
Increased Internet new car gross profit to $1700 per unit.
Increased Internet sales volume of Bishop Motors (three domestic and two
import lines and #1 sales volume Subaru Dealer in Ohio) to 30% of
Dealerships total sales.
Confidential
21 of 30
January 9, 2004
Finance Director/Lease Manager, four years, Bishop Motors, Inc., Norton,

Ohio. Established unprecedented production benchmarks for the standard,
special financing, lease and aftermarket departments.
General Sales Manager, three years, Rick Bowling Chrysler-PlymouthDodge, Wellington, Ohio.
Special Finance Manager, three years, Towell Pontiac, Akron, Ohio.
Specialist in Internet Sales, E-Business and E-Commerce Marketing
Extensive In-Dealership Process and Sales Training for Ford, Lincoln,
Mercury, Honda/Acura and Mercedes-Benz
Delivered Ford E-Business Initiatives (In Dealership Process training), Ford
Direct (Internet Sales Analysis and Troubleshooting), Dealer Direct
(Lincoln-Mercury Dealership Internet Sales Analysis and Troubleshooting)
and Lincoln-Mercury E-Tools Seminars
Experienced in training for several additional OEM initiatives to include;
Honda/Acura Interactive Network Team (Sales and Fixed Ops Training),
MBUSA 2001 Initiative (MBUSA Website launch training), MBUSA 2002
Initiative (MBUSA StarLeads Lead Management Tool launch), MBUSA
StarLeads Workshop Seminars, Ebay Motors University Seminars
Confidential
22 of 30
January 9, 2004
Name: Ronald Kelly

Role: Consultant E-business
Education: AA Rappanock Community College, Saluda, VA
Twenty four years retail automotive experience including ten years in
management and four years as a corporate trainer
National Account Manager, Carfax Corporation, Fairfax, VA Increased
customer retention to 35%. Served as a NIADA recognized speaker. (1998)
Sales Manager, Koons of Tyson, Tyson, VA. Increased sales and volume by
$75,000 per month by implementing special finance programs (1996)
Director of Training and Recruiting, Tysons Ford, Vienna, VA. Successfully
recruited and trained new hires that resulted in sales force stability and
decreased turn over. (1994 1996)
Regional Training Manager, Marcom Technologies, Schaumburg, IL.
Developed and delivered customized training programs for 150 plus
automotive dealerships. (1987 1991)
Leasing Manager, Rosenthal Companies, Arlington, VA. Established
department, trained and supervised Sales Associates and negotiated all
contracts. (1985 1987)
Reynolds Consulting Services 2000 through present
Extensive work with Ford, Lincoln, Mercury with specialization in ECommerce and the Dealer Connection suite of products
Extensive work with Manufactures on national roll out of e-business
programs including Mercedes Benz, Infiniti, Honda and Subaru
Facilitated Lincoln Mercury e-Tools Seminars
Delivered Lincoln Mercury Profit Protection Program
Name: Steven F. Molitor
Role: Consultant
Education: BS, Business, Southern University of
Edwardsville, Edwardsville, IL
Twenty one years of Retail Automotive Experience including six years in
management
Manager New and Used Sales, three years, Heritage Lincoln Mercury of
Collinsville, IL
GM, two years, Heritage Lincoln Mercury of Collinsville, IL
Operator, one year, Heritage Lincoln Mercury of
Collinsville, IL
1998-1999 work with Premier Lincoln Mercury of
Collinsville in the change over between Ownership
Participated in the development and delivery of Ford websites and
SalesPoint
Delivered training for the Lincoln Mercury Profit Protection program
Confidential
23 of 30
January 9, 2004
Experienced in delivering RCL, Renewals, LSI and Phone training

Worked on various OEM projects to include Mercedes Benz StarLeads
Name: Shane Stephenson

Role: Catalyst
Education: BA in Communications from Texas Tech University, Lubbock, TX
Ten years Retail Automotive Experience including five years in management
Director of Training/Customer Service for the Gulf States Region, Market
Scan Information Systems (Automotive Finance/Leasing)
Sales Consultant/Internet Mgr. Park Place Lexusduring our years at Park
Place we went from number 13 to number 3 in the nation for new vehicle
sales
Leasing Manager, Lineback Enterprises (Luxury/Exotic Vehicle Leasing)
10 years experience in Retail Sales/Finance Automotive
Extensive work with Ford, Lincoln, Mercury and Volvo with specialization in
E-Commerce and the Dealer Connection suite of products
Delivered LSI in-dealership training as related to Retail Trade Cycle
Management
Facilitated Lincoln Profit Protection and Lincoln Direct workshops and
Enterprise level (AMSI) Internet Process Seminars
Participated in dealership assessments to identify needs in order to codesign and co-develop a custom training curriculum
Developed curriculum, process and materials for e-Bay Motors seminar
training
Participated in various OEM eBusiness Initiatives (Ford, Mercedes Benz,
Honda, Acura, Volvo, Lincoln-Mercury)
Confidential
24 of 30
January 9, 2004
Name: Theodore R. Craig Jr.

Role: Consultant
Education: High School Graduate
18 Years Retail Automotive experience including 12 years management
experience
Director of Operations for Scerbo Buick, Chevrolet and Oldsmobile Facilitated the purchase and combining of 3 franchises into one operation
Sales Manager at Ayers Chevrolet - Responsible for motivating and
maintaining training of the sales staff
General Manager of Edmund Buick and Pontiac - Oversaw day-to-day
general operations, with focus on continuously improving the bottom line
Extensive work with Manufactures Roll Outs of new initiatives Mercedes,
Infiniti, Honda
Name: Adrienne Reilly
Role: Consultant
Education: BA University of Virginia 1978
Twenty years of retail automotive experience including three years in
management
Sales Manager, Kelly Automotive Group. Increased customer satisfaction by
30% and decreased sales person turnover to less that 10% over three year
period.
In store trainer for sales and finance for Kelly Automotive Group
Retail Finance department , Kelly Automotive Group, set and maintained
highest grosses in Kelly organization over a period of eight years.
Leasing Consultant, Daniels Cadillac BMW.
Reynolds Consulting Services 1999 through present
E-business consultant delivering process and technology training in Ford
and Lincoln Mercury dealers
Mercedes Benz StarLeads Team delivered in dealership consulting to drive
utilization of proprietary lead management tool.
Selected for Reynolds & Reynolds AutoMark Web Services Technology
Assisted Selling Team (TAS). Providing in depth e-business strategy and
process development for multi-franchised dealerships.
Facilitated LSI Installations and Training
Delivered RCL and RTCM consulting services to Ford and Lincoln Mercury
dealers
Member of the Lincoln Mercury Profit Protection team
Confidential
25 of 30
January 9, 2004
Name: John Marziliano

Role: Consultant Cyber Car, e-Business, AutoMark Web Services and Contact
Management
8 years retail automotive experience including six years in management
New and Used Car Sales Manager, F&I Manager, Sales (1992 2000) Joe
MacPherson Ford, Tustin, California
Responsible for Used Car Department averaging 85 cars per month.
Converted wholesale loss of $25,000 to a profit of $30, 000 in my first
month.
Established and oversaw the Lease Renewal Department.
During the time as a Sales Consultant, consistently one of the top sales
producers averaging 16 units a month and earning the Salesperson of the
Year award each year.
Reynolds Consulting Services E-business Consultant 2000 through present
Delivered Fords and Lincoln Mercurys e-Business Strategy with extensive
process development using Salespoint and the dealers Dealer Connection
Web Site. California zone currently has an e-business closing ratio of 18%
Honda I-Network installation team delivering management training, ebusiness education and Sales and Service training using Hondas
Interactive Network
Selected for Reynolds & Reynolds AutoMark Web Services Technology
Assisted Selling Team (TAS). Providing in depth e-business strategy and
process development for multi-franchised dealerships.
Mercedes Benz Starleads Team, delivered seminars and in dealership
consulting to drive utilization of proprietary lead management tool.
Confidential
26 of 30
January 9, 2004
4.2 INVESTMENT SUMMARY

Assigned/Dedicated RCS Catalyst Resources - AHM Zone Based
Section 1:
B
C
D
E
F
G
Research and Development

Current iN Training Program Curriculum
Review and Analysis
(To be performed by RCS Development &
Practice Leader)
Presentation & Materials Production
(Curriculum Review)
Curriculum Development: iN Utilization
Process Toolkit - CD-ROM
Graphic Design & File Development - iN
Utilization Process Toolkit
(Kits include manuals, forms, templates, CD's,
Posters, etc.)
Production & Printing: iN Utilization Process
Toolkits w/CD-ROM
Shipping Costs: iN Utilization Process Toolkits
Train the Trainer Consultant Readiness
Preparation; 5 Days X 7 Trainers
Quantity
Unit
Unit
Price
10
Days
$ 2,100
21,000
80
Hours
100
8,000
80
Hours
150
12,000
80
Hours
100
8,000
100
100
Kits
Kits
$
$
96
28
$
$
9,600
2,800
35
Days
$ 2,100
73,500
Section 1 Subtotal:
Section 2:
A
B
C
D
E
F
G
134,900
OPTION #1: Assigned RCS Catalyst Resource Allocation; Annual Days-Worked

Business Model
RCS Catalyst Assigned to Zone #1: 2
day/week x 50 weeks
day/week x 50 weeks
day/week x 50 weeks
day/week x 50 weeks
day/week x 50 weeks
day/week x 50 weeks
day/week x 50 weeks
Quantity
Unit
Unit
Price
100
Days
$ 2,100
210,000
100
Days
$ 2,100
210,000
100
Days
$ 2,100
210,000
100
Days
$ 2,100
210,000
100
Days
$ 2,100
210,000
100
Days
$ 2,100
210,000
100
Days
$ 2,100
210,000
Section 2 Subtotal:
Section 3:
Total
Total
1,470,000
OPTION #2: Dedicated RCS Catalyst Resource Allocation; Annual Business Model
Confidential
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January 9, 2004
A
B
C
D
E
F
G
H
I
J
RCS Catalyst Assigned to Zone #1: Full-Time

Dedicated to AHM iN
Dedicated to AHM iN
Dedicated to AHM iN
Dedicated to AHM iN
Dedicated to AHM iN
Dedicated to AHM iN
Dedicated to AHM iN
Travel & Expenses: Out-of-market Per Diem
(50% Overnight)
Regional Travel Per Diem - Non-Overnight
(25% Regional Travel)
In-Market Catalyst Expense Per Diem (25%
Local Days)
12
Months
$ 15,000
180,000
12
Months
$ 15,000
180,000
12
Months
$ 15,000
180,000
12
Months
$ 15,000
180,000
12
Months
$ 15,000
180,000
12
Months
$ 15,000
180,000
12
Months
$ 15,000
180,000
840
Days
425
357,000
420
Days
285
119,700
420
Days
Section 2 Subtotal:
Section 4:
Section 1:
Section 2:
Section 3:
Section 5:
A
B
1,556,700
Project Management & Administration

R & D Project Management: 2 weeks x 10
hours/week
Project Management - Option #1: 50 weeks x
5 hours/week
Project Management - Option #2: 50 weeks x
10 hours/week
Unit
Price
Quantity
Unit
20
Hours
150
3,000
250
Hours
150
37,500
500
Hours
150
75,000
Suggested AHM Cost Recovery Business Model
Total
NOTE: Section lists potential revenue from
AHM training services
AHM eBTT Training Revenue Annual Model

Examples:
1 Day Training Seminars (7 AHM Zones x 12
x 12 attendees)
2 Day Training Seminars (7 AHM Zones x 12
x 12 attendees)
In-Dealership Consulting & Training (7 AHM

Zones x 12 x 3 dealers)
1 Day In-Dealership iN Utlization Process
Assessment Programs

3 Day In-Dealership iN Utilization Process
Improvement Programs
Confidential
Unit
1008
Tuitions
295
297,360
1008
Tuitions
495
498,960
252
PAP's
995
250,740
84
PIP's
$ 2,995
251,580
28 of 30
Unit
Price
Quantity
January 9, 2004
Total

2 Day In-Dealership Continuous Improvement
Programs
168
CIP's
$ 1,995
Section 5 Subtotal:
335,160
1,633,800
Cost Summary: Based on Selection of Dedicated RCS Catalyst - Program Option #2
Section 6:
Section
Costs
A
Section 1: Research and Development
134,900
Section 3: Dedicated Catalyst

Resource
1,556,700
Section 4: Project Management

(Option #2)
Section 5: Cost Recovery Projections
78,000
1,633,800
Seven (7) Dedicated eBTT Resources; Annual Un-recovered Cost Projection:
135,800
Webinar Program
Section 1:
HiN Let's Talk About HiN Webinar Development
Assumptions: One hour Webinar per topic outlined in AHM training blueprint
Subject Matter Expert: Per topic 2 days per topic,
5 topics
Curriculum Development Specialist: 24 hours per
topic, 5 topics
Graphic Design and Production: 16 hours per
topic, 5 topics
Quantity
Unit
Unit Cost
10
Days
2,100
21,000
120
Hours
150
18,000
80
Hours
100
8,000
47,000
Section 1 Subtotal - AHM training blueprint:

Section 2:
Total
Conduct Webinar
Assumptions: Conduct 4 one hour session per day - Consultants to work from home office, travel not included in rate.
Investment is per topic.
Quantity
1
1
Conduct Webinar
Webinar Preparation
Confidential
Unit
Days
Days
Total
1,800
1,800
1,800
1,800
Section 2 Subtotal - Conduct Workshops:
3,600
29 of 30
Unit Cost
January 9, 2004
Section 23: WWebinar
Administration
Quantity
Coordination 8 hours per scheduled Webinar

Registration Confirmation eMail or Fax
Confirmations, Reporting) 8 hours per Webinar
Unit
Project Administration
Hours
Unit Cost
$
150
1,200
Hours Per Webinar
34
272
1,472
Subtotal - Administration & Curriculum Materials per Workshop:

Section 34: Alternative
Total
Cost Management Option: Reynolds University Distant Learning
It may be in the best interest for Honda to conduct a formal needs analsys based on instructional system design. Analsys
will determine what is required in regards to the scope, requirements, needs, best training methods, design plan, etc. End
result will be a deliverable document with our findings.
Quantity
Unit
Unit Cost
Total
Reynolds University Resources to American
Instructional Systems
Honda; 2 RU managers X 3 days Honda
Needs
engagementTraining Session preparation,
AnalysisUtililizing 1
$
9,310
$
9,310
training and Q&A
1ea
trainer
200
200
Student costs
ea
8 Students min.
150
1,200
Subtotal - Administration & Curriculum Materials per Workshop per Person: 91,31400
Section 5: Cost
Summary
Section Costs
Section 1: HiN Webinar Development

Section 2: Conduct Webinar
Section 3: Webinar Administration
Section 4: Alternative Cost Management OptionRU
Distant Learning
47,000
3,600
$
$
91,31400
1,472
Legal Note:
Upon determination by American Honda Motors that Reynolds will perform the services
related to the iN Training Program, Reynolds will provide a detailed Statement of Work
("SOW") that outlines specific deliverables for the services. The SOW will be a part of and
subject to the terms and conditions of the Services Agreement previously executed
between Reynolds and American Honda Motors.
Confidential
30 of 30
January 9, 2004

AHM in Training Program Proposal

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American Honda Motors, Inc

1.0 EXECUTIVE SUMMARY......................................................................................5

1.0 EXECUTIVE SUMMARY

Prerequisite One-Time investment items will be shown as:

Anticipating iN application learning needs for Dealers and AHM Associates

3.0 SCOPE OF WORK

Zone Based eBTT Catalysts:

Channel #4 Instructor Led Distant Learning:

The following items need to be further discussed.

Channel #5 Instructor Led Offsite Seminar Services:

Identifying the Features, Advantages, and Benefits of the applications in

Create excitement and establish value & understanding of the iN

Reynolds Consulting Services will limit classroom sizes to 18 participants. Multiple

Administration & Scheduling:

Week of March 22nd

Retail Automotive Experience:

profitability and customer satisfaction (CSI). Holistic training, all

Name: Jimmy K. Trentham

Finance Director/Lease Manager, four years, Bishop Motors, Inc., Norton,

Name: Ronald Kelly

Experienced in delivering RCL, Renewals, LSI and Phone training

Name: Shane Stephenson

Name: Theodore R. Craig Jr.

Name: John Marziliano

4.2 INVESTMENT SUMMARY

Research and Development

OPTION #1: Assigned RCS Catalyst Resource Allocation; Annual Days-Worked

RCS Catalyst Assigned to Zone #1: Full-Time

Project Management & Administration

Suggested AHM Cost Recovery Business Model

NOTE: Section lists potential revenue from

AHM training services

AHM eBTT Training Revenue Annual Model

In-Dealership Consulting & Training (7 AHM

In-Dealership Consulting & Training (7 AHM

2004 The Reynolds and Reynolds Company

In-Dealership Consulting & Training (7 AHM

Cost Summary: Based on Selection of Dedicated RCS Catalyst - Program Option #2

Section 1: Research and Development

Section 3: Dedicated Catalyst

Section 4: Project Management

Seven (7) Dedicated eBTT Resources; Annual Un-recovered Cost Projection:

HiN Let's Talk About HiN Webinar Development

Section 1 Subtotal - AHM training blueprint:

Section 2 Subtotal - Conduct Workshops:

2004 The Reynolds and Reynolds Company

Section 23: WWebinar

Coordination 8 hours per scheduled Webinar

Hours Per Webinar

Subtotal - Administration & Curriculum Materials per Workshop:

Cost Management Option: Reynolds University Distant Learning

Section 1: HiN Webinar Development

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