Upon successful completion of this course, the student should understand the automotive service manager's job. The manager's job includes planning for inevitable change, maintaining flexibility, site planning, customer satisfaction, employee practices, meeting financial goals, and managing time, conflict and stress. The student will be required to provide ANSI Z87 safety glasses and may be expected to provide other basic hand tools and/or equipment. 2 hrs. lecture, 3 hrs. lab/wk. This course is taught in the spring semester.
Prerequisite: AUTO 254
Refer to the instructor's course syllabus for details about any supplies that may be required.
Upon successful completion of this course, the student should be able to:
- Discuss the size and diversity of the automotive service business.
- Describe the function of all management positions especially the service manager.
- Calculate and analyze service department profitability.
- Discuss and develop automotive management techniques.
- Recognize and demonstrate productive attitudes and work habits in the automotive shop.
Content Outline and Competencies:
I. The Automotive Service Business A. Describe the following automotive service tasks and topics: 1. Automotive service today 2. New vehicle preparation 3. Routine service requirements 4. Performance and handling requirements 5. General repairs, paint, and body repairs 6. Warranty repairs 7. Demand for quality service B. List and describe the characteristics of a modern automotive service shop. C. List and describe the following types of automotive service businesses: 1. The gas bar 2. The service station 3. The specialty shop 4. Fleet service 5. The mass-merchandiser 6. The automobile dealer D. Describe techniques for enhanced service department image. E. List and describe features and costs of the following tools and equipment: 1. Car wash equipment 2. Lubrication equipment 3. New vehicle preparation equipment 4. Performance equipment 5. Emissions, tune-ups, and electrical equipment 6. Minor repair equipment 7. Major repair equipment 8. General repair equipment 9. Body and paint department equipment 10. Special tool storage F. Compare and contrast purchasing or leasing equipment. G. Describe proper safety procedures used in a service department. II. The Service Manager’s Role A. Describe techniques for supervision and handling problems. B. Describe the following customer and staff relation issues: 1. Who is responsible for customer relations 2. How do you establish good customer relations 3. Other important factors 4. Good working conditions 5. Good communication and cooperation 6. Methods of communicating 7. Employees’ families 8. Working with a union C. List the types of warranties. D. Describe claim procedures for the previous types of warranties. III. Service Department Profitability A. Demonstrate controlling the following daily operations: 1. The time clock and time ticket 2. Repair orders 3. Appointment forms 4. Service control form or dispatch sheet 5. Work flow 6. Customer follow-up 7. Service sales control a. Daily sales record form b. Service sales control form B. Describe techniques for enhancing technician’s performance/profitability. IV. Automotive Management Techniques A. Describe techniques to enhance communication. B. Describe techniques for motivating employees. C. Develop sound decision making skills. V. Attitudes and Work Habits A. Identify and develop positive attitudes toward tasks and fellow employees appropriate for the workplace, including giving and accepting criticism and praise. B. Identify and develop productive work habits, including attending to detail, completing tasks, maintaining the work setting and recording data. C. Identify and develop collaborative/ teamwork skills, including solving problems in groups, building consensus and responding to supervision.
Method of Evaluation and Competencies:
Evaluation of student mastery of course competencies will be accomplished using the following methods:
Lab assignments 40% of grade Tests and quizzes 40% of grade Participation and work habits 20% of grade TOTAL 100% Attitude and Work Habits: Although attendance is important, productive attitudes and work habits affect morale, efficiency, accuracy and safety in the automotive shop and will be a factor in determining grades. In addition, collaboration and teamwork will be expected and evaluated.
- Safety glasses with side shields are required to be worn during lab activities for this course. This is in compliance with accepted eye protection practices and Kansas State Law (K.S.A. 72-5207). Safety glasses must meet American National Standards Institute Z87.1 specifications. (NOTE: Most prescription eyewear does not meet ANSI Z87.1. Students who wear prescription glasses must: a) Provide evidence that existing eyewear meets ANSI Z87.1, or b) Wear cover goggles (if allowable), or c) Purchase and wear ANSI Z87.1 prescription eyewear.
- Lab Guidelines: In order to assist with the safe and efficient operation of the automotive lab area, students are expected to be familiar with and adhere to the Automotive Student Lab Guidelines.
If you are a student with a disability, and if you will be requesting accommodations, it is your responsibility to contact Access Services. Access Services will recommend any appropriate accommodations to your professor and his/her director. The professor and director will identify for you which accommodations will be arranged.
JCCC provides a range of services to allow persons with disabilities to participate in educational programs and activities. If you desire support services, contact the office of Access Services for Students With Disabilities (913) 469-8500, ext. 3521 or TDD (913) 469-3885. The Access Services office is located in the Success Center on the second floor of the Student Center.