FundEnglish M26 Organization EN TXT-Participant

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Global Service Training

Caterpillar Fundamental English Caterpillar Fundamental English


organization and personnel
Module 26 - Text Reference

SERV2047

CAT, CATERPILLAR, their respective logos, ACERT, “Caterpillar Yellow” and the POWER EDGE
trade dress, as well as corporate and product identity used herein, are trademarks of Caterpillar
and may not be used without permission. © 2014 Caterpillar Inc. All Rights Reserved.
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SERV2047 - 12/14 -2- Module 26 - Organization and Personnel

TABLE OF CONTENTS
Safety Briefing��������������������������������������������������������������������������������������������������������������������� 3
Purpose����������������������������������������������������������������������������������������������������������������������������������� 4
Reason������������������������������������������������������������������������������������������������������������������������������������� 5
Competency statement����������������������������������������������������������������������������������������������������� 6
Learning outcomes������������������������������������������������������������������������������������������������������������ 7
introduction������������������������������������������������������������������������������������������������������������������������� 8
technician and service manager duties�������������������������������������������������������������������� 9
dealer management and factory field personnel duties������������������������������� 10
adjectives and verbs��������������������������������������������������������������������������������������������������������11
additional terms���������������������������������������������������������������������������������������������������������������� 12
Purpose review������������������������������������������������������������������������������������������������������������������ 13
Reason review�������������������������������������������������������������������������������������������������������������������� 14
Competency Statement review������������������������������������������������������������������������������������ 15
Learning Outcomes Review������������������������������������������������������������������������������������������� 16
Module Conclusion���������������������������������������������������������������������������������������������������������� 17

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SERV2047 - 12/14 -3- Module 26 - Organization and Personnel

Safety Briefing
• Emergency Phone Numbers
• First Aid Responders
• Location of Exits
• Location of Fire Extinguisher
• Room Alerts or Hazards
• Designated Location for Evacuation
• Storm Shelter
• Hazardous Material

Safely Home. Everyone. Every Day.™

3
Safety Briefing

Before beginning this module, the following topics will be reviewed:


• Emergency Phone Numbers
• First Aid Responders
• Location of Exits
• Location of Fire Extinguisher
• Room Alerts or Hazards
• Designated Location for Evacuation
• Storm Shelter
• Hazardous Material

Safely Home. Everyone. Every Day.™

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SERV2047 - 12/14 -4- Module 26 - Organization and Personnel

PURPOSE

This Caterpillar Fundamental English Organization and


Personnel module is designed to teach the participant
some terms relative to their duties and responsibilities
within the dealership in the English language.

4
Purpose

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SERV2047 - 12/14 -5- Module 26 - Organization and Personnel

REASON

This training is necessary for non-English speaking


technicians to be able to read and understand
Caterpillar Service literature in order to service
Caterpillar equipment. Use of the knowledge gained in
this course will ensure the participant’s ability to provide
effective customer service, which enhances customer
satisfaction.

5
Reason

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SERV2047 - 12/14 -6- Module 26 - Organization and Personnel

COMPETENCY Statement

At the completion of this module, the participants will be


required to successfully complete a lab exercise and a
post-assessment.

6
Competency statement

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SERV2047 - 12/14 -7- Module 26 - Organization and Personnel

LEARNING OUTCOMES

Participants will meet the following learning outcomes


during this Organization and Personnel module of the
course:
• Understand some terms relative to their duties and
responsibilities within the dealership in the English
Language.
• Understand sentences in the English language.

7
Learning outcomes

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SERV2047 - 12/14 -8- Module 26 - Organization and Personnel

Organization and Personnel


Technician
Service Manager
Dealer Management
Factory Field Personnel
8

introduction

• Identify some terms relative to This Caterpillar Fundamental English Organization and Personnel module teaches
duties and responsibilities within some terms relative to duties and responsibilities within the dealership.
the dealership.
The module introduces several nouns and adjectives, and two verbs.

Critical words to understand are:


• Product: This word is used as a general description for the items the
manufacturer produces. For example: A Caterpillar tractor is a Caterpillar
product.
• Compensation: One meaning of this word is payment for service or a
part. Compensation is also used for something that neutralizes the effect of
something else, or makes up for it.
• Tooling: This word means a complete set or arrangement of tools needed to
do a job.
• Organization: The dealership with all departments and personnel as a whole.
• Duty: What you are expected to do or the service you must give. The
expression heavy-duty means that it gives good service under harsh
conditions.
• Problem: It can be anything that gives you trouble, something that is not clear
or does not work correctly, etc.
• Communications: This can be correspondence, conversation (also by
telephone), email, printed instructions, answers, and questions.
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SERV2047 - 12/14 -9- Module 26 - Organization and Personnel

9
technician and service manager duties

• Identify technician and service Technician duties include:


manager duties.
• Service and maintenance work - in shop or field.
• Delivery of machines to customers.
• Keeping records of time, parts, and shop material used.
• Read and understand technical instructions.
• Write service reports.
• Write parts orders.

Service manager duties include:


• Control of all personnel and work in the field and service shop including:
-- Time and cost records.
-- Use of parts and materials
• Training of technicians.
• Reports to management.
• Quality control
• Safety
• Claims
• Communications with customers.

Additional personnel may include a Parts Manager.


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SERV2047 - 12/14 -10- Module 26 - Organization and Personnel

10
dealer management and factory field personnel duties

• Identify dealer management and Dealer management duties include:


factory field personnel duties.
• Control and direction of all operations of the dealer organization including:
-- Personnel
-- Compensation
-- Prices of new and used equipment, service, and parts
• Constant contact with factory and customers.
• Demonstrations
• Warranty procedures

Factory field personnel duties include:


• Assistance to dealer and their customers in all phases of operations including:
-- Machine application
-- Service methods and tooling
-- Supply of information and special reference material
• Recommendations for safety and customer relations.

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SERV2047 - 12/14 -11- Module 26 - Organization and Personnel

Adjectives
general
possible
present
little
usable
ready
last

adjectives and verbs

• Identify adjectives and verbs. New adjectives (adverb form shown in parentheses):
• General (generally): Relating to the main or major parts of something rather
than the details: not specific.
• Possible (possibly): Being within the limits of ability, capacity, or realization.
• Present (presently): Now existing or in progress.
• Little: Small in size or extent.
• Usable: Capable of being used.
• Ready: Properly prepared or finished and available for use.
• Last: Coming after all others in time, order, or importance.
Sentences using these new adjectives:
• Generally, copies of all communications go to the management.
• They must know all possible problems and how to correct them.
• The present duties can change in the future.
• Every little detail must be ready for inspection.
• If the tools are not usable, order replacements from the latest list.
• This is the last step before delivery of the machine.
The two new verbs are:
• To permit (permitted): To allow (something) to happen: to give permission.
• To expect (expected): To think that something will probably or certainly

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SERV2047 - 12/14 -12- Module 26 - Organization and Personnel

Additional Terms

subject
ability
quality
claim
run
relation
code
nothing

additional terms

• Identify additional terms. Additional terms in the module are:


• Subject: The person or thing that is being discussed or described.
• Ability: The power or skill to do something.
• Quality: How good or bad something is.
• Claim: A statement saying that something happened a certain way.
• Run: Act of running.
• Relation: The way in which two or more people, groups, etc., talk to, behave
toward, and deal with each other.
• Code: A set of letters, numbers, symbols, etc., that identifies or gives
information about something.
• Nothing: Not anything: not a thing.

Sentences using these new words:


• The subjects of this training change as needed.
• Ability, good tools, and current references give quality service.
• Claims and reports on warranty work must go to the factory.
• Normally, a test run of the engine is expected by the customer.
• Quality of work is an important factor in the relations with customers.
• Some service shops use code numbers for components.
• There must be nothing wrong with the machine at that time.
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SERV2047 - 12/14 -13- Module 26 - Organization and Personnel

PURPOSE

This Caterpillar Fundamental English Organization


and Personnel module was designed to teach the
participant some terms relative to their duties and
responsibilities within the dealership in the English
language.

13
Purpose review

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SERV2047 - 12/14 -14- Module 26 - Organization and Personnel

REASON
This training was necessary for non-English speaking
technicians to be able to read and understand
Caterpillar Service literature in order to service
Caterpillar equipment. Use of the knowledge gained in
this course will ensure the participant’s ability to provide
effective customer service, which enhances customer
satisfaction.

14
Reason review

Caterpillar: Confidential Yellow


SERV2047 - 12/14 -15- Module 26 - Organization and Personnel

COMPETENCY Statement

The participants are now required to successfully


complete a lab exercise and a post-assessment.

15
Competency Statement review

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SERV2047 - 12/14 -16- Module 26 - Organization and Personnel

LEARNING OUTCOMES

Participants have met the following learning outcomes


during this Organization and Personnel module of the
course:
• Understood some terms relative to their duties and
responsibilities within the dealership in the English
Language.
• Understood sentences in the English language.

16
Learning Outcomes Review

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SERV2047 - 12/14 -17- Module 26 - Organization and Personnel

Module Conclusion

This concludes the Organization and Personnel module


of the Caterpillar Fundamental English course.

17
Module Conclusion

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