Course of Study (C.o.

S)
Sub Sector

MACHINERY & LAND TRANSPORTATION

Job Area

AUTOMOTIVE - AFTER SALES SERVICE EXECUTIVE

Module Title

QUALITY MANAGEMENT

Module Objectives

Module No.
Steps
1. Identify type of
work &
campaign,
workflow
process,
customer
satisfaction
activities &
requirements.

Apply quality management using workshop work scope, specification & schedule, workshop work flow process &
facilities and equipment, manufacturer specification and information, MIS & WMS, company & customer profile,
company event planner, logistical requirements, service information, customer feedback, manufacturers
specification, technical / recall campaign activities report & feedback, vehicle profile, technical and product features,
organisation chart & companys S.O.P. so that the quality is managed in accordance with work specification
requirement and company`s S.O.P. Upon completion of this module, trainees will be able to: Identify type of work & campaign, workflow process, customer satisfaction activities & requirements.
Prepare workflow process requirement.
Obtain customer satisfaction activities requirements, technical issues & technical/ recall campaign
information.
Analyse technical issue information & propose technical issues counter measures.
Execute workflow process, customer satisfaction activities & Implement technical/ recall campaign.
Assess customer satisfaction feedback & technical/ recall campaign activities.
Record customer satisfaction activities, analysis findings & technical/ recall campaign activities.
Training
Credit
Level
4
150 Hours
08
Duration
Hours
Attitude / Safety /
Training
Delivery
Related Knowledge
Applied Skills
Assessment Criteria
Environmental
Hours
Mode
1.1 Types & scope of 1.1 Determine types
Attitude:
Related
Knowledge (D/E)
Related
work in the
& scope of work
i. Diligent in carrying
Knowledge
Knowledge
workshop.
in the workshop,
out customer
Lecture
Oral (C)
6 hours
1.2 Work
work specification
satisfaction activities
specification
& responsible
& conducting
Related Skills Performance (A/B)
1.3 Organisation
personnel/parties
technical/ recall
Demonstration,
Related
chart & event
involved.
campaign activities.
Case Study,
Types & scope of
Skills
planner
1.2 Utilise MIS.
ii. Proactive in
PBL &
work in the workshop
1.4 Management
1.3 Comply to
identifying customer
Observation
& responsible
15 hours
Information
company`s SOP.
satisfaction activities
personnel/parties
system (MIS).
1.4 Interpret
requirements
involved determined.

Steps

Related Knowledge

Applied Skills

1.5 Company`s
standard
Operation
Procedure
(SOP).
1.6 Workshop work
flow process.
1.7 Objective & type
of customer
satisfaction
activities
(customer day,
promotional
events, etc.).
1.8 Company profile
(mission, vision,
objective, etc.).
1.9 Customer profile.
1.10 Resources
requirements.
1.11 Logistical
requirements
1.12 Categories &
severity of
technical issues.
1.13 Service
information.
1.14 Customer
feedback
1.15 Objective,
categories &
requirements of
campaigns.

workshop work
flow process.
1.5 Determine
objective & type
of customer
satisfaction
activities &
occasion
compatibility.
1.6 Interpret
company profile &
customer
economic status,
education level,
interests, etc.
1.7 Determine
customer
population
distribution &
availability and
relevancy of
resources
requirements &
logistical
requirements.
1.8 Determine
categories &
severity of
technical issues.
1.9 Interpret service
information.
1.10 Determine
categories &
requirements of
campaigns.

iii.

iv.

v.

vi.

vii.

viii.

Attitude / Safety /
Environmental
Creative and
innovative in
executing customer
satisfaction
activities, providing
technical issues
countermeasure &
implementing
technical/ recall
campaign activities.
Sensitive and
responsive towards
customer feedback.
Analytical in
analysing technical
issues.
Rationale and
realistic in proposing
technical issues
countermeasure.
Resourceful with
organization
functional activities.
Meticulous to
assess technical/
recall campaign
activities.

Training
Hours

Delivery
Mode

Assessment Criteria
MIS utilised.
Company`s SOP
complied.
Workshop work flow
process interpreted.
Objective & type of
customer satisfaction
activities & occasion
compatibility
determined.
Company profile &
customer economic
status, education
level, interests, etc
interpreted.
Customer population
distribution &
availability and
relevancy of resources
requirements &
logistical requirements
determined.
Categories & severity
of technical issues
determined.
Service information,
customer feedback &
objective of
campaigns
interpreted.
Categories &
requirements of
campaigns
determined.

Steps

Related Knowledge

Applied Skills

2. Prepare workflow
process
requirement.

2.1 Workflow
requirement.
2.2 Work schedule.
2.3 Nature of work.
2.4 Workshop
facilities and
equipment.
2.5 Manufacturer
specification and
information.

2.1 Determine
workflow
requirement
2.2 Interpret work
schedule &
manufacturer
specification and
information.
2.3 Determine nature
of work &
workshop facilities
and equipment.
3.1 Determine
customer
satisfaction
activities
requirements.
3.2 Source customer
satisfaction
activities
requirements.
3.3 Employ method,
follow procedure
& apply
techniques of
obtaining
customer
satisfaction
activities
requirements &
technical issues
information.
3.4 Interpret technical
issues
information &

3. Obtain customer 3.1 Customer

satisfaction
satisfaction
activities
activities
requirements,
requirements.
technical issues
3.2 Source of
& technical/ recall
customer
campaign
satisfaction
information.
activities
requirements
3.3 Method,
procedure &
technique of
obtaining
customer
satisfaction
activities
requirements &
technical issues
information.
3.4 Technical issues
information.
3.5 Source & form of
technical issues

Attitude / Safety /
Environmental

Training
Hours
Related
Knowledge
6 hours
Related
Skills
15 hours

Related
Knowledge
6 hours
Related
Skills
15 hours

Delivery
Mode
Related
Knowledge
Lecture

Assessment Criteria

Workflow requirement
determined.
Work schedule &
manufacturer
Related Skills
specification and
Demonstration,
information
Case Study,
interpreted.
PBL &
Nature of work &
Observation
workshop facilities and
equipment
determined.
Determine customer
satisfaction activities
requirements
determined.
Related Skills Source customer
Demonstration,
satisfaction activities
Case Study,
requirements sourced.
PBL &
Method, procedure &
Observation
techniques of
obtaining customer
satisfaction activities
requirements &
technical issues
information employed,
followed & applied.
Technical issues
information & severity
of campaign
interpreted.
Source & form of
technical issues
information & type of
campaign determined.
Related
Knowledge
Lecture

Steps

Related Knowledge

Applied Skills

Attitude / Safety /
Environmental

Training
Hours

Delivery
Mode

Assessment Criteria
Duration & target
vehicles of campaign
interpreted.

information.
3.6 Duration & target
vehicles of
campaign.

severity of
campaign.
3.5 Determine source
& form of
technical issues
information &
type of campaign.
3.6 Interpret duration
& target vehicles
of campaign.
4. Analyse technical 4.1 Method,
4.1 Employ method,
issue information
Procedure &
Follow procedure,
& propose
Technique of
& Apply
technical issues
analysing
technique of
counter measures.
technical issues
analysing
& proposing
technical issues &
countermeasures
proposing
4.1 Technical
countermeasures.
countermeasures 4.2 Determine
(discounts,
technical
special offers,
countermeasures.
buyback, etc.)
4.3 Specify
4.2 Procedure &
procedure of
Justification of
implementing
implementing
countermeasure.
countermeasures 4.4 State justification
of
countermeasures.
5. Execute workflow 5.1 Forms to be
5.1 Utilise workflow
process, customer
submitted for
requirement work
satisfaction
approval.
schedule &
activities &
5.2 Parts & Tools and
customer
Implement
Equipment
satisfaction
technical / recall
Capital Asset
activities
campaign.
5.3 Order Form
requirements.

Related
Knowledge
6 hours
Related
Skills
15 hours

Related
Knowledge
6 hours
Related

Method, procedure, &

technique of analysing
technical issues &
proposing
Related Skills
countermeasures
Demonstration,
employed, followed &
Case Study,
applied.
PBL &
Technical
Observation
countermeasures
determine.
Procedure of
implementing
countermeasures
specified.
Justification of
countermeasures
stated.
Related
Knowledge
Lecture

Workflow requirement
work schedule &
customer satisfaction
activities requirements
Related Skills
utilised.
Demonstration, The type of work
Case Study,
perform.
Related
Knowledge
Lecture

Steps

6. Assess customer
satisfaction
feedback &
technical/ recall
campaign
activities.

Related Knowledge

Applied Skills

approval process.
5.4 Customer
satisfaction
activities
requirements.
5.5 Method,
Procedure &
Technique of
executing
customer
satisfaction
activities &
implementing
campaign.
5.6 Resources of
implementing
campaign.
5.7 Vehicle profile,
Technical and
product features
6.1 Customer
satisfaction
activities
objective. &
Customer
feedback
methodology
6.2 Forms of
customer
feedbacks.
6.3 Procedure &
Technique of
assessing
satisfaction
activities &

5.2 Perform the type

of work.
5.3 Employ method,
Follow procedure,
Apply technique
of executing
customer
satisfaction
activities &
implementing
campaign.
5.4 Determine
resources of
implementing
campaign.
5.5 Interpret vehicle
profile, technical
and product
features.

Attitude / Safety /
Environmental

Training
Hours
Skills
15 hours

6.1 Determine
customer
satisfaction &
technical/ recall
campaign
activities objective
is met.
6.2 Employ customer
feedback
methodology
6.3 Determine forms
of customer
feedbacks &
technical/ recall
campaign

Related
Knowledge
6 hours
Related
Skills
15 hours

Delivery
Mode
PBL &
Observation

Assessment Criteria
Method, procedure,
technique of executing
customer satisfaction
activities &
implementing
campaign employed,
followed & applied.
Resources of
implementing
campaign determined.
Vehicle profile,
technical and product
features interpreted.

Determine customer
satisfaction &
technical/ recall
campaign activities
Related Skills
objective is met
Demonstration,
determined.
Case Study,
Employ customer
PBL &
feedback methodology
Observation
employed.
Determine forms of
customer feedbacks &
technical/ recall
campaign activities
implementation status
determined.
Related
Knowledge
Lecture

Steps

Related Knowledge
technical/ recall
campaign
activities.
6.4 Technical/ recall
campaign
activities
objective,
implementation,
report &
feedback.

7. Record customer
satisfaction
activities,
analysis findings
& technical/ recall
campaign
activities.

7.1 Formatting of
customer
satisfaction
activities records
& technical
issues analysis
findings.
7.2 Documenting of
customer
satisfaction,
technical/ recall
campaign
activities records
& technical
issues analysis
findings.
7.3 Procedure of
recording
customer
satisfaction,

Applied Skills

Attitude / Safety /
Environmental

Training
Hours

Delivery
Mode

Assessment Criteria
Procedure &
technique of
assessing satisfaction
& technical / recall
campaign activities
followed & applied.
Technical/ recall
campaign activities
report & feedback
interpreted.

activities
implementation
status.
6.4 Follow procedure
& Apply technique
of assessing
satisfaction &
technical / recall
campaign
activities.
6.5 Interpret
technical/ recall
campaign
activities report &
feedback.
7.1 Determine
customer
satisfaction &
technical/ recall
campaign
activities status &
technical issue
analysis findings.
7.2 Format customer
satisfaction
activities records.
7.3 Document
customer
satisfaction
activities records,
technical issues
analysis findings
& technical/ recall
campaign
activities records.

Related
Knowledge
6 hours
Related
Skills
15 hours

Determine customer
satisfaction &
technical/ recall
campaign activities
Related Skills
status & technical
Demonstration,
issue analysis findings
Case Study,
determined.
PBL &
Customer satisfaction
Observation
activities records
formatted.
Customer satisfaction
activities records,
technical issues
analysis findings &
technical/ recall
campaign activities
records documented.
Procedure of
recording customer
satisfaction activities,
Related
Knowledge
Lecture

Steps

Related Knowledge

Applied Skills

technical issues
analysis findings
& technical /
recall campaign
activities.
7.4 Workshop
Management
System (online,
manual, etc.)

7.4 Follow procedure

of recording
customer
satisfaction
activities,
technical issues
analysis findings
& technical/ recall
campaign
activities.
7.5 Determine Format
technical issues
analysis findings.
7.6 Utilise Workshop
Management
System &
technical/ recall
campaign
activities records.

Attitude / Safety /
Environmental

Training
Hours

Delivery
Mode

Assessment Criteria
technical issues
analysis findings &
technical/ recall
campaign activities
followed.
Format technical
issues analysis
findings determined.
Workshop
Management System
& technical/ recall
campaign activities
records utilised.

Employability Skills
Core Abilities

Social Skills

04.09
04.10
05.03
05.04
05.05
06.08

1.
2.
3.
4.
5.
6.
7.
8.

Prepare project/work plans

Utilise science and technology to achieve goals
Allocate and record usage of financial and physical resources
Delegate responsibilities and/or authority
Coordinate contract and tender activities
Identify and analyse effect of technology on the environment

Communication skills
Conceptual skills
Interpersonal skills
Learning skills
Leadership skills
Multitasking and prioritizing
Self-discipline
Teamwork

Tools, Equipment and Materials (TEM)

ITEMS

RATIO (TEM : Trainees)

1. Workshop work scope, specification & schedule (time, flat rate, etc.).
2. Workshop work flow process & facilities and equipment (lifter, air tools).
3. Manufacturer specification and information (workshop manual,
equipment, tools, parts catalogue, etc.).
4. Management Information System & Workshop Management System
(online, manual, etc.).
5. Company (mission, vision, objective, etc.) & Customer (economic
status, education level, interests, etc.) profile.
6. Company event planner (company, annual, etc.).
7. Logistical requirements (accommodation, transportation, meals, etc.).
8. Service information (service bulletin, newsletter, memo, etc.).
9. Customer feedback (verbal communication, letter, email, survey form,
etc.).
10. Manufacturers specification (workshop manual, service bulletin,
newsletter, memo, etc.).
11. Technical / recall campaign activities report & feedback (internal
customers, external customers, vendors, etc.).
12. Vehicle profile (chassis, model, production date, specification, etc.).
13. Technical and product features.
14. Organisation Chart.
15. Companys Standard Operating Procedure.

As required
As required
As required
As required
As required
As required
As required
As required
As required
As required
As required
As required
As required
As required
As required

References
REFERENCES
1.
2.
3.
4.
5.
6.
7.

Anthony E.Schwaller (2004), Total Automotive Technology 4th Edition, Delmar Learning, ISBN: 1-4018-2476-5
Ed May (2003), Automotive Mechanic Vol 2, 7th Edition, Mc Graw-Hill Australia ISBN: 0074712969
S Srinivasan (2001), Automotive Engines, Tata McGraw-Hill Education, ISBN 0070402655, 9780070402652
Victor Hillier, Peter Coombes (2004), Fundamentals of Motor Vehicle Technology, Nelson Thornes, ISBN 0748780823, 9780748780822
Supervisory books
OSHA & FMA books / guidelines
EQA and its regulation