SOS Vocational Training Collage

AUTOMOTIVE SERVICING OPERATIONS MANAGEMENT

Managing Workshop/ Servicing

Operations

TTLM Code: AUM SOM4 M02 1011

Date: March 27, 2012

TTLM Development Manual
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Revision:2 1 of 17
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Introduction
This Teacher’s Guide is developed to assist you in delivering the AUTOMOTIVE SERVICING OPERATIONS
MANAGEMENT Level training program. It is usually designed as a resource to support the learning activity.

The Automotive Servicing Operations Level IV Training is developed to equip the trainees with the required
competences in Plan and Organize Work Activities, Manage Automotive Servicing / Workshop Operations, Determine
Scope of Servicing Works, Install, Prepare Job Estimation and Costing, Diagnose Electronic Controlled Automotive
Systems, Diagnose Electronically Controlled Transmission and Power Train Management System, Provide Technical
Guidance, Manage Quality Customer Service, Establish Quality Standards, Migrate to New Technology, Manage and
Maintain Small/Medium Business Operations, Develop Individuals and Team and Utilize Specialized
Communication Skills.

. The Program is consists of thirteen (13) learning modules covering the eleven (13) units of competence. This
teacher’s guide covers all the thirteen (13) learning modules and it will assist you in delivering the said program and
achieving its learning objectives and outcomes. It also provides information in the organization of the learning guides
and assessment packets. The learning guides are aid to the trainees by telling them what need to do, when and how
to do it and the expectations once the learning activities are completed. While the assessment packet guide you in
developing the tools or instruments to measure trainee’s overall achievement of the stated competence. Thus it is
important for you to understand the design of this program and the mechanics in which it shall be delivered.

Your role as the teacher is to provide opportunities aimed at helping the trainees develop and improve their
competences. You are expected to guide and assist them as they go through the learning activities and actual work.

Learning Modules
Unit of Competence Module Number & Title Learning Outcomes Duration

 Set objectives
 Plan and schedule work
activities
AUM SOM4 01 0910 AUM SOM4 M01 1011  Implement work plans
 Monitor work activities
Plan and Organize Planning and Organize  Review and evaluate work
Work Activities Work Activities plans and activities

 Develop operational plan

AUM SOM4 02 0910 AUM SOM4 M02 1011  Plan and manage
resource acquisition
Manage Automotive Managing Automotive  Monitor and review
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Servicing / Workshop Servicing / Workshop
operations
Operations Operations
 Review and evaluate
work performance

 Prepare for diagnosis of

AUM SOM4 03 0910 AUM SOM4 M03 1011
automotive vehicle
 Inspect systems /
Determine Scope of Determining Scope of components and analyse
Servicing Works Servicing Works results
 Monitor servicing/repair
works
 Prepare vehicle for use,
storage or delivery

• Gather information
• Estimate materials and
AUM SOM4 04 0910 AUM SOM4 M04 1011 duration
• Calculate costs
Prepare Job Estimation Preparing Job Estimation • Document details
and Costing and Costing

 Prepare vehicle for diagnosis

 Conduct inspection
AUM SOM4 05 0910 AUM SOM4 M05 1011
 Give guidance for servicing
Diagnose Electronic Diagnosing Electronic  Perform functional test
Controlled Automotive Controlled Automotive operation
Systems / Components Systems / Components

 inspect and diagnostic

electronic drive
AUM SOM4 06 0910 AUM SOM4 MO6 1011 management systems and
Diagnose Diagnosing Electronically
associated components
Electronically Controlled Transmission
 Conduct air suspension
system balance adjustment
Controlled and Power Train
 Clean up
Transmission and Management System
Power Train

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Management System

AUM SOM4 07 0910 AUM SOM4 M07 1011  Assist staff with
service/repair work
Provide Technical Providing Technical
 Provide technical information
Guidance Guidance to staff
 Facilitate continuous
education of self and others

AUM SOM4 08 0910 AUM SOM4 M08 1011  Plan to meet internal and
external customer
Manage Quality Managing Quality requirements
Customer Service Customer Service  Manage delivery of quality
products and/or services
 Monitor, adjust and review
customer service

AUM SOM4 09 0510 AUM SOM4 M09 1011  Establish quality standards
Establish Quality  Monitor implementation of
Standards Establishing Quality
quality
Standards
 Record information
 Study causes of quality
deviations
 Complete documentation

AUM SOM4 10 0910 AUM SOM4 M10 1011  Apply existing knowledge
and techniques to technology
Migrate to New Migrating to New and transfer
Technology Technology
 Apply functions of technology to
assist in solving organizational
problems
 Evaluate new or upgraded
technology performance

AUM SOM4 11 0910 AUM SOM4 M11 1011  Identify daily work
requirements
Manage and Maintain Managing and Maintain
 Monitor and manage work
Small/Medium Small/Medium Business
 Develop effective work habits
Business Operations Operations
 Interpret financial information
 Evaluate work performance

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AUM SOM4 12 0910 AUM SOM4 M12 1011  Provide team leadership
 Foster individual and
Develop Individuals Developing Individuals
organizational growth
and Team and Team
 Monitor and evaluate
workplace learning
 Develop team commitment
and cooperation
 Facilitate accomplishment of
organizational goals

AUM SOM4 13 0910 AUM SOM4 M13 1011  Establish quality standards
 Monitor implementation of
Utilize Specialized Utilizing Specialized
quality
Communication Skills Communication Skills
 Record information
 Study causes of quality
deviations
 Complete documentation

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 LEARNING MODULE Logo of TVET Provider

TVET PROGRAM TITLE: Automotive Servicing Operations Management Level IV

MODULE TITLE: Managing Workshop/ Servicing MODULE CODE: AUM SOM4 M02 1011
Operations

NOMINAL DURATION: 100 hours

MODULE DESCRIPTION: This module specifies the outcomes required to develop and monitor the
implementation of the operational plan to provide efficient and effective workplace practices within
the organization’s productivity and profitability plans. Management at a strategic level requires
systems and procedures to be developed and implemented to facilitate the organization’s

Learning outcome
 Develop operational plan
 Plan and manage resource acquisition
 Monitor and review operations
 Review and evaluate work performance

MODULE CONTENTS:

1. prepare work area

1.1 prepare safe engine repair work area
1.2 prepare proper equipments and tools
1.3 prepare person protective equipment /PPE/
2. developing operation planning
2.1 prepare will equipped standard work shop
2.2 assign Forman ,work manager ,supervisors /inspector ,technician &
supportive members
2.3 prepare reporting manual specification part of catalogue
2.4 develop reporting
 history card,
 receiving card,
 job card
 repairing card

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 2.5 develop work division
3. Plan and manage resource acquisition
3.1 allocate time beget for each work
3.2 assign technician and supportive members
3.3 follow working process
3.4 check and control job
3.5 Give and take specific job
3.6 Asses job result from individual
4. Monitor and review operation
4.1 follow working process
4.2 supervise repairing activities
4.3 Check work progress
4.4 Ask job report
4.5 Combined the individual report
4.6 Summarize the result
5. Review and evaluate work performance
5.1 re-check the repairing process
5.2 evaluate the job
5.3 Asked feedback from the customer
5.4 Write report

LEARNING METHODS:

 Lecture-discussion
 Group assignment

MODULE ASSESSMENT:

 Oral questioning
 Written test

ASSESSMENT CRITERIA:

LO 1. Develop operational plan

 Resource requirements are researched, analyzed and documented and an operational plan
is developed and/or implemented in consultation with relevant personnel colleagues and
specialist resource managers
 Consultation processes are developed and/or implemented as an integral part of the
operational planning process
 Operational plans are developed to contribute to the achievement of the organization’s
performance/business plan
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  Details of the operational plan include the development of key performance indicators to
measure organizational performance
 Contingency plans are developed and implemented at appropriate stages of operational
planning
 Development and presentation of proposals for resource requirements are assisted
by a variety of information and specialist advice as required
LO2. Plan and manage resource acquisition

 Strategies are developed and implemented to ensure that employees are recruited and/or
inducted within the organization’s human resource management policies and practices
 Strategies are developed and implemented to ensure that physical resources and
services are acquired in accordance with the organization’s policies, practices
and procedures
LO3. Monitor and review operations

 Performance systems and processes are developed, monitored and reviewed to assess
progress in achieving profit and productivity plans and targets
 Budget and actual financial information is analyzed and interpreted to monitor and review
profit and productivity performance
 Areas of underperformance are identified, solutions recommended, and prompt action is
taken to rectify the situation
 Systems are planned and implemented to ensure that mentoring and coaching are provided
to support individuals and teams to use resources effectively, economically and safely
 Recommendations for variations to operational plans are negotiated and approved by
designated persons/groups
 Systems are developed and implemented to ensure that procedures and records
associated with documenting performance are managed in accordance with the
organization’s requirements
LO4. Review and evaluate work performance

 Work plans, strategies and implementation are reviewed based on accurate, relevant and
current information
 Review is based on comprehensive consultation with appropriate personnel on outcomes of
work plans and reliable feedback
 Results of review are provided to concerned parties and formed as the basis for
adjustments/simplifications to be made to policies, processes and activities
 Performance appraisal is conducted in accordance with organization rules and regulations
 Performance appraisal report is prepared and documented regularly as per organization
requirements.
 Recommendations are prepared and presented to appropriate personnel/authorities
 Feedback mechanisms are implemented in line with organization policies

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Session plans

Session Plan no.1 M02 L01

Unit of Competence :  Managing Workshop/ Servicing Operations

Module Title :  Manage Workshop/ Service Operations

LO _ 1:  Develop operational plan

Session Objectives: At the end of this session the learners shall be able to know how to–

   Research, analyze, document and develop resource requirements in

consultation with relevant personnel colleagues and specialist resource
managers
 Develop and implement consultation processes as an integral part of the
operational planning process
 Develop operational plans to contribute to the achievement of the
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 organization’s performance/business plan
 Include details of the operational plan in the development of key
performance indicators to measure organizational performance
 Develop and implement contingency plans at appropriate stages of
operational planning
 Develop and present proposals for resource requirements assisted by a
variety of information and specialist advice as required

Nominal
Activities Contents Learning Methods
Duration

Introduction   10”   Introduce the module   Orientation

Resource requirements are researched,

 
analyzed and documented and an operational
 
plan is developed and/or implemented in    Lecture and Discussion
2hr
consultation with relevant personnel
Session colleagues and specialist resource managers

Consultation processes are developed and/or

    Discussion and demonstrate
implemented as an integral part of the
1hr Individual practice
operational planning process

Operational plans are developed to contribute

    Discussion and demonstrate
to the achievement of the organization’s
5hr Individual practice
performance/business plan

Details of the operational plan include the

Discussion and demonstrate
2hr development of key performance
Individual practice
indicators to measure organizational
performance
2hr Contingency plans are developed and Discussion and demonstrate
implemented at appropriate stages of Individual practice
operational planning

Development and presentation of

proposals for resource Discussion and demonstrate
2hr
requirements are assisted by a Individual practice
variety of information and
specialist advice as required
  observation , Oral and
Evaluation   2hr
- Accomplish all the tasks demonstration

Asking and answering

Summary   10
- Rap up/revision question Monitoring

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Resources  Learning Facilities & Infrastructure , LCD projector, information sheet, 
operation sheet,  Consumable Materials

Session Plan no.1 M02 L02

Unit of Competence :  Managing Workshop/ Servicing Operations

Module Title :  Manage Workshop/ Service Operations

LO _ 2:  Plan and manage resource acquisition

Session Objectives: At the end of this session the learners shall be able to –

 
 Develop and implement strategies to ensure that employees
are recruited and/or inducted within the organization’s human
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 resource management policies and practices
 Develop and implement strategies to ensure that physical
resources and services are acquired in accordance with the
organizational policies, practices and procedures
Nominal
Activities Contents Learning Methods
Duration

Introduction   10”   Introduce the module   Orientation

Strategies are developed and implemented to

 
ensure that employees are recruited and/or
     Lecture and Discussion
2hr inducted within the organization’s human
resource management policies and practices
Session
Strategies are developed and implemented to
ensure that physical resources and services
    Discussion and demonstrate
are acquired in accordance with the
1hr Individual practice
organization’s policies, practices and
procedures

  observation , Oral and

Evaluation   2hr
- Accomplish all the tasks demonstration

Asking and answering

Summary   10
- Rap up/revision question Monitoring

Resources  Learning Facilities & Infrastructure , LCD projector, information sheet, 

operation sheet,  Consumable Materials

Session Plan no.1 M02 L03

Unit of Competence :  Managing Workshop/ Servicing Operations

Module Title : Manage Workshop/ Service Operations

LO _ 3:  Monitor and review operations

Session Objectives: At the end of this session the learners shall be able to work–

   Develop, monitor and review performance systems and

processes to assess progress in achieving profit and
productivity plans and targets
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  Analyze and interpret budget and actual financial information
to monitor and review profit and productivity performance
 Identify, recommend and prompt areas of underperformance
to rectify the situation
 Plan and implement systems to ensure that mentoring and
coaching are provided to support individuals and teams to use
resources effectively, economically and safely
 Negotiate and approve recommendations for variations to
operational plans by designated persons/groups
 Develop and implement systems to ensure that procedures
and records associated with documenting performance are
managed in accordance with the organization’s requirements
Nominal
Activities Contents Learning Methods
Duration

Introduction   10”   Introduce the module   Orientation

Performance systems and processes are

 
developed, monitored and reviewed to assess
     Lecture and Discussion
2hr progress in achieving profit and productivity
plans and targets
Session
Budget and actual financial information is
    Discussion and demonstrate
analyzed and interpreted to monitor and
1hr Individual practice
review profit and productivity performance

Areas of underperformance are identified,   Discussion and demonstrate

2hr
solutions recommended, and prompt Individual practice
action is taken to rectify the situation
Systems are planned and implemented to
ensure that mentoring and coaching are   Discussion and demonstrate
2hr
provided to support individuals and teams Individual practice
to use resources effectively, economically
and safely
Recommendations for variations to Discussion and demonstrate
2hr
operational plans are negotiated and Individual practice
approved by designated persons/groups
Systems are developed and implemented
to ensure that procedures and records Discussion and demonstrate
2hr
associated with documenting Individual practice
performance are managed in accordance
with the organization’s requirements
Evaluation   2hr - Accomplish all the tasks   observation , Oral and

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 demonstration

Asking and answering

Summary   10
- Rap up/revision question Monitoring

Resources  Learning Facilities & Infrastructure , LCD projector, information sheet, 

operation sheet,  Consumable Materials

Session Plan no.1 M02 L04

Unit of Competence :  Managing Workshop/ Servicing Operations

Module Title : Manage Workshop/ Service Operations

LO _ 4:  Review and evaluate work performance

Session Objectives: At the end of this session the learners shall be able to –

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  Review work plans, strategies and implementation based on
accurate, relevant and current information
 Review based on comprehensive consultation with
appropriate personnel on outcomes of work plans and reliable
feedback
 Provide results of review to concerned parties and form as the
basis for adjustments/simplifications to be made to policies,
 
processes and activities
 Conduct performance appraisal in accordance with
organization rules and regulations
 Prepare and document performance appraisal regularly as per
organizational requirements.
 Prepare and present recommendations to appropriate
personnel/authorities
Nominal
Activities Contents Learning Methods
Duration

Introduction   10”   Introduce the module   Orientation

Work plans, strategies and implementation

 
are reviewed based on accurate, relevant    Lecture and Discussion
  2hr
and current information

Review is based on comprehensive

Session     Discussion and demonstrate
consultation with appropriate personnel on
1hr Individual practice
outcomes of work plans and reliable feedback

Results of review are provided to concerned

parties and formed as the basis for     Discussion and demonstrate
5hr adjustments/simplifications to be made to Individual practice
policies, processes and activities

2hr Performance appraisal is conducted

Discussion and demonstrate
in accordance with organization rules Individual practice
and regulations

Performance appraisal report is prepared Discussion and demonstrate

1hr
and documented regularly as per Individual practice
organization requirements.
Recommendations are prepared and Discussion and demonstrate
2hr
presented to appropriate Individual practice
personnel/authorities
2hr Feedback mechanisms are implemented Discussion and demonstrate

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 Individual practice
in line with organization policies
  observation , Oral and
Evaluation   2hr
- Accomplish all the tasks demonstration

Asking and answering

Summary   10
- Rap up/revision question Monitoring

Resources  Learning Facilities & Infrastructure , LCD projector, information sheet, 

operation sheet,  Consumable Materials

Automotive Servicing Operations Management level IV_

TERMINAL REPORT

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 Batch Class: Level IV Automotive Servicing Operations Management

REGISTRATION FINAL MARK

NO. Student’s Name
NUMBER [Competent / Not Yet Competent]

1.

2.

3.

4.

5.

6.

7.

8.

9.

Legend: NYC – Not Yet Competent C – Competent

List of Support / Reference Materials

 Light & heavy vehicle technology

 Automotive mechanics 9th edition

 Automotive mechanics 10th edition

 Modern Automotive Technology

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