Rita Charitable Trust

Free Body Shop In-Charge Course (6Months)

Body Shop In-Charge:

Brief Job Description

A Body Shop In-charge manages and supervises functioning of Body Shop and manages Body Shop personnel. The individual should maximise profit through the effective operation of the Body shop by satisfying customersexpectations. The individual should promote and develop an environment where the employees can excel. The individual should also maximise the growth of revenue through new customers/ accounts

Personal Attributes

An individual on this job must have good communication and interpersonal skills in addition to being a team player, as the job requires coordination with various internal and external stakeholders to ensure timely and cost effective repair in the Body shop.The individual must have a technical bend of mind to understand the technical aspects of the of the vehicle especially related to body parts .Theindividual should have participative leadership skills to lead an effective team of Denter, Painter and Technicians keeping their motivation levels higher. The individual must also have some financial knowledge to understand and monitor the overall profitability of the Body Shop.

Plan and organise work to meet expected outcomes:

Elements and Performance Criteria

Work requirements including various activities within the given time and set quality standards

To be competent, the user/individual on the job must be able to:

PC1.              keep immediate work area clean and tidy

PC2.              treat confidential information as per the organisations guidelines

PC3.              work in line with organisations policies and procedures

PC4.              work within the limits of job role

PC5.              obtain guidance from appropriate people, where necessary

PC6.              ensure work meets the agreed requirements

Appropriate use of resources

To be competent, the user/individual on the job must be able to:

PC7.              establish and agree on work requirements with appropriate people

PC8.              manage time, materials and cost effectively

PC9.              use resources in a responsible manner

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    the organisations policies, procedures and priorities for area of work, role and responsibilities in carrying out that work

KU2.    the limits of responsibilities and when to involve others

KU3.    specific work requirements and who these must be agreed with

KU4.    the importance of having a tidy work area and how to do this

KU5.    how to prioritize workload according to urgency and importance and the benefits of this

KU6.    the organisations policies and procedures for dealing with confidential information and the importance of complying with these

KU7.    the purpose of keeping others updated with the progress of work

KU8.    who to obtain guidance from and the typical circumstances when this may be required

KU9.    the purpose and value of being flexible and adapting work plans

KU10. how to complete tasks accurately by following standard procedures

KU11. technical resources needed for work and how to obtain and use these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    write in at least one language

GS2.    read instructions, guidelines/procedures

GS3.    ask for clarification and advice from appropriate persons

GS4.    communicate orally with colleagues

GS5.    make a decision on a suitable course of action appropriate for accurately completing the task within resources

GS6.    agree objectives and work requirements

GS7.    plan and organise work to achieve targets and deadlines

GS8.    deliver consistent and reliable service to customers

GS9.    check own work and ensure it meets customer requirements

GS10. anomalies to the concerned persons

GS11. analyse problems and identify work-arounds taking help from

GS12. apply own judgement to identify solutions in different situations

Work effectively in a team:

Elements and Performance Criteria

Effective communication

To be competent, the user/individual on the job must be able to:

PC1.   maintain clear communication with colleagues

PC2.   work with colleagues

PC3.   pass on information to colleagues in line with organisational requirements

PC4.. work in ways that show respect for colleagues

PC5.   carry out commitments made to colleagues

PC6.   let colleagues know in good time if cannot carry out commitments, explaining the reasons

PC7.          identify problems in working with colleagues and take the initiative to solve these problems

PC8.          follow the organisations policies and procedures for working with colleagues

PC9.   ability to share resources with other members as per priority of tasks

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies and procedures for working withcolleagues, role and responsibilities in relation to this

KU2. the importance of effective communication and establishing goodworking relationships with colleagues

KU3. different methods of communication and the circumstances inwhich it is appropriate to use these

KU4. benefits of developing productive working relationships withcolleagues

KU5. the importance of creating an environment of trust and mutualrespect

KU6. whether not meeting commitments, will have implications onindividuals and the organisation

KU7. different types of information that colleagues might need and theimportance of providing this information when it is required

KU8. the importance of problems, from colleagues perspective andhow to provide support, where necessary, to resolve these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    complete well written work with attention to detail

GS2.    read instructions, guidelines/procedures

GS3.    listen effectively and orally communicate information

GS4.           make decisions on a suitable course of action or response

GS5.           plan and organise work to achieve targets and deadlines

GS6.           check that the work meets customer requirements

GS7.    deliver consistent and reliable service to customers

GS8.           apply problem solving approaches in different situations

GS9.           apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

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Maintain a healthy,safe and secure working environment:

Elements and Performance Criteria

Resources needed to maintain a safe, secure working environment

To be competent, the user/individual on the job must be able to:

PC1.   comply with organisations current health,safety and security policies and procedures

PC2. report any identified breaches in health,safety, and security policies and procedures to the designated person

PC3.. Coordinate with other resources at the workplace to achieve the healthy, safe and secure environment for all incorporating all government norms esp. for emergency situations like fires,earthquakes etc.

PC4.   identify and correct any hazards like illness, accidents, fires or any other natural calamity safely and within the limits of individuals authority

PC5.   report any hazards outside the individuals authority to the relevant person in line with organisational procedures and warn other people who may be affected

PC6.   follow organisations emergency procedures for accidents, fires or any other natural calamity

PC7.   identify and recommend opportunities for improving health,safety, and security to the designated person

PC8.   complete all health and safety records are updates and procedures well defined

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    legislative requirements and organisations procedures for health, safety and security and individuals role and responsibilities in relation to this

KU2.    what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace

KU3.    how and when to report hazards

KU4.    the limits of responsibility for dealing with hazards

KU5.    the organisations emergency procedures for different emergency situations and the importance of following these

KU6.    the importance of maintaining high standards of health, safety and security

KU7.    implications that any non-compliance with health, safety and security may have on individuals and the organisation

KU8.    different types of breaches in health, safety and security and how and when to report these

KU9.    evacuation procedures for workers and visitors

KU10. how to summon medical assistance and the emergency services,where necessary

KU11. how to use the health, safety and accident reporting procedures and the importance of these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    complete accurate, well written work with attention to detail

GS2.    read instructions, guidelines/procedures/rules

GS3.    listen and orally communicate information

GS4.    make decisions on a suitable course of action or response

GS5.    plan and organise work to achieve targets and deadlines

GS6.    build and maintain positive and effective relationships withcolleagues and customers

GS7.    apply problem solving approaches in different situations

GS8.    analyse data and activities

GS9.    apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Supervise and evaluate performance:

Elements and Performance Criteria

Supervise & evaluate performance of all subordinates and reporting executives

To be competent, the user/individual on the job must be able to:

PC1..   set goals and targets as per organisational directives for all reporting executives

PC2..   create quantified measures and metrics to analyse the performance deliveredby subordinates

PC3..   set tangible and achievable incentives for subordinates as per the goals andtargets assigned

PC4..   ensure and implement strict adherence of all activities performed bysubordinates to organisational guidelines

PC5..   monitor and supervise all the activities performed by subordinates and ensureoptimisation to achieve the set goals

PC6.    evaluate performance of subordinates and reporting executives on thedesigned measures and metrics as per the guidelines of the Ogranization

PC7..   assist and support reporting executives whenever necessary or applicable

PC8..   document all performance indicators and metrics of subordinates in theprescribed format of organisation

PC9..   perform all appraisal related process flow for subordinates, as per respectiveperformance documents

PC10. handover all the documents and appropriate support measures to humanresources department for official records

PC11. ensure and implement proper process flow for feedbacks and queries receivedfrom subordinates

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    standard operating procedures of the organisation for appraisals, incentives, promotions and performance evaluation

KU2.    operating procedures for query and problem reporting and their redressal in the organisation

KU3.           framework and guidelines prescribed by the organisation for query and problem redressal

KU4.           framework and guidelines prescribed by the organisation for performance evaluations and

based appraisals out of it

KU5.    documentation requirements for each procedure carried out as part of roles and responsibilities

KU6.    institutional and professional code of ethics and standards of practice

KU7.    safety and health policies and regulations for the workplace

KU8.    documentation requirements for appraisals and other performance evaluations of various subordinate positions

KU9.    process flow for performance evaluation, documentation and appraisals related with them

KU10. subordinate and reporting executives problems and queries and documenting it in the organisations prescribed format

KU11. redressal documentations mechanisms available in the organization and actingaccordingly in a timely manner

KU12. software or Format such as MS Word, Excel, PowerPoint and Management Information System (MIS) as prescribed by the organization

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    communicate information and ideas in writing so that the subordinates andpeers can understand

GS2.    create documents required on the job (including requirement sheets, querysheets, response or feedback sheets etc.)

GS3.    write at least one local language

GS4.    read reviews from subordinates in terms of their requirements, queries andfeedbacks

GS5.    read appraisal documents related with any of subordinating position

GS6.    read policies and regulations pertinent to the job

GS7.    interact with all subordinates to understanding their requirements, queries and feedbacks on various aspects within the organisation

GS8.    interact with organisations internal stakeholders to ensure efficient performance evaluation of the subordinates leading to higher levels of satisfaction and motivation

GS9.    analyse information and evaluate results amongst the various available options or metrics on the performance indicators to choose best way to motivate subordinates through: rewards and recognition schemes promotion transfer to other work stream nominate for an executive training any other monetary or non-monetary benefits

GS10. plan work on a daily basisto ensure higher levels of motivated within the teamsupervising wherever required and giving freedom and independence to thesubordinates to ensure high quality work output with minimum superiorguidance leading to holistic development of the subordinate

GS11. ensure all activities performed by subordinates and reporting executives is in sync with broader organisational goals to ensure higher customer satisfaction

GS12. analyse all the queries or problems posted by subordinates and find an appropriate solution acceptable to the subordinates

GS13. deliver and act as per the organisation provided/guided resolutions

GS14. evaluate and identify all key requirements of the subordinates and try to solvevarious issues to ensure higher motivational levels

GS15. assess additional cost burden as a result of various incentives schemes and other rewards & recognition schemes for the subordinates and take an optimum decision to ensure the overall profitability of the organisation

GS16. assess additional cost burden as a result of various incentives schemes and other rewards & recognition schemes for the subordinates and take an optimum decision to ensure the overall profitability of the organisation

Manage Body Shop Operations:

Elements and Performance Criteria

Manage overall body shop operations including process and manpower

To be competent, the user/individual on the job must be able to:

PC1. .   monitor overall body shop operations including the accidental vehicles

PC2..     manage body shop personnel across various level (including denter/ painter) keeping the volume of vehicles and financial profitability in mind: identify manpower gaps amongst the mechanics and denter/ painter staff various body shop related jobs recruit trained personnel who are competent enough to carry out the overall repair process including those of the accidental vehicles allocate the Supervisors/ Service Advisors/ Mechanics/ Technical Specialist from the vehicle workshop in coordination with the workshop incharge in case of requirement

PC3. .   ensure timely communication of incentive schemes and proper distribution of the rewards / incentives to maintain higher levels of motivation amongst the body shop employees

PC4. .   evaluate performance of body shop personnel and ensure training needs are assessed for existing employees & actual training for the newly recruited manpower for various kinds of jobs performed in the body shop

PC5. .   assist in the correct evaluation of the extent of damage in an accidental vehicle and provide comprehensive explanations to the Insurance Claim Inspector

PC6. .   ensure that the scope of repair is properly documented and conveyed to the customer and insurance company (in case of any minor damage or accident)

PC7..     ensure a fair distribution of work between all Technicians, commensurate with their skills and experience and to a Specialist in the workshop in case the Body Shop Technicians are unable to handle it

PC8. .   ensure work on repair orders is performed with efficiency, accuracy, and high quality, and in accordance with Dealership, Insurance Company, And Organisation Standards

PC9..     review work on all accidental vehicles (major & minor) and understand the reason of delay and escalate in case of delay due to either the non-availability of spares/ other components, pendency from the insurance side any otherreason

PC10. . ensure adequate stocking of Spare Parts generally used in the body shop in coordinate with the Parts Manager

PC11. . assist in ensuring maintenance of Dealership-owned tools and manuals for various components/ aggregates

PC12..   liaise with both Internal (workshop manager, spare parts manager, service advisor, workshop supervisors, etc.) and external stakeholders (spare parts distributor, OEM field service team, insurance inspectors etc.) to ensure smooth functioning of body shop

PC13. . report to the superior on overall functioning of the Workshop and on any requirements/ challenges/ problems faced which needs his attention

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    standard operating procedures of the Organisation/ Dealership for inspection, repair and refurbishment of vehicles (including major and minor accidental vehicles)

KU2.    standard operating procedures for repair, refurbishment and replacement of variousauto parts/ aggregatesincluding those involving accidental vehicle

KU3.    safety requirements for equipment required for the safe functioning of the body shop

KU4.    documentation requirements for each procedurecarried outas part of roles and responsibilities regarding the repair, refurbishment and replacement of the vehicles across various job roles in a workshop

KU5.    organisational and professional code of ethics and standards of practice

KU6.    safety and health policies and regulations for the workplaceas well as for automotive trade in general (e.g. safe practices while working in pits/ under vehicles)

KU7.    the technical specifications of various OEM vehicular products as well as those manufactured by the competitors

KU8.    the basic technology used in the overall functioning of various components/ aggregates (especially the core aggregates like engine, gear box, propeller shaft, clutch and brake assembly, transmission systems, axles etc.)

KU9.    how to keep records and ensure that following services are performed as per the customer requirements: sheet metal repair aluminum repair bumper and plastic repair frame and unibody repair full paint services (except complete paint jobs) complete mechanical services

– suspension – engine diagnostics – airbags – brakes and ABS – cooling system – A/C glass replacement headlight reconditioning(for faded or discolored lenses) hail damage repair paint-less dent repair window tinting pinstriping detailing

KU10. how to train and provide guidanceto theBody Shop employees and staff in all matters relating to the overall automotive and repair, refurbishment of components/ aggregates in the OEM vehicle

KU11. how to ensure and monitor effective use of thetools and equipmentsrequired in the body shop

KU12. the co-ordination required with the workshop personnel to ensure timely delivery of the vehicle reporting to the body shop including those for any major or minor accidental work

KU13. how to create regular reports on service and workshop performance basis the vehicles attended by the workshop

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    communicate information and ideas in writing so others will understand

GS2.    prepare the detailed initial inspection reports (as desired by the specific insurance company) or cost estimates for the damaged/ accidental post diagnosis

GS3.    sort approvals for the repair or refurbishment of the vehicles post the initial report

GS4.    prepare the overall profitability report for the body shop including the vehicle inflow, spare parts consumption and the strategy highlighting the way forward to increase the overall profitability

GS5.    write in at least one language

GS6.    read instructions mentioned on the job card given by Service Advisor/Supervisors

GS7.    read & understand various reports and details mentioned on the job card, Technician notes and Auto parts/ aggregates to be replaced or refurbished

GS8.    interact with the customers in a professional and courteous manner even for the irate customers

GS9.    interact with various Stakeholders (Including Insurance Inspector, OEM, Auto Components Field Service Manpower or any other external agency) regarding the initial cost estimates and need for repair or refurbishment of the vehicles interact with team members to work efficiently

GS10. interact with the Dealer & OEM distributor Spare Parts Manager/ OEM Spare Parts Manager/ Auto Components Spares Manager to ensure early dispatch of pending spare parts placed under Accidental VOR (Vehicle Off-Road)

GS11. decide training needs for Body Shopemployees and staffing needs

GS12. decide whether the accidental vehicle is under total loss/ partial loss which would decide on whether to repair a component/ aggregate or substitute/ replace it with a new/ refurbished component/ aggregate

GS13. decide when to report to the General Manager on functioning of the body shop and on any requirements, challenges and problems

GS14. decide the optimised process at the bodyshop to ensure smooth operations

GS15. plan work according to the required schedule and location

GS16. plan the daily operations at the body shop in the morning to ensure the smooth flow of reported vehicles (including both with major or minor accidents)

GS17. ensure that service provided is of the highest order to ensure higher levels of customer satisfaction

GS18. ensure financial aspects for the repair/ refurbishment of the vehicle basis the compensation amount provided by the insurance company is conveyed to the customer to get the go ahead on repair of the damaged vehicle

GS19. ensure proper tie-up with towing agencies to tow the damaged vehicles to the Body Shop for repair / refurbishment

GS20. identify complex problems and reviewing related information to develop and evaluate options and implement solutions

GS21. determine the critically damaged vehicles which need urgent action and take an appropriate decision

GS22. liaison with the Insurance Companies, Workshop, OEM Spares Or Auto Component Field Sales functions to ensure the vehicles proper arrangements and documentation for the vehicles reporting to the Body Shop

GS23. analyse available information and evaluate results to identify the best possible solution for each of the damaged vehicle reporting to the Body Shopanalyse requirements of the personnel in the workshop or get the job done from outside taking the cost and task complexity into consideration

GS24. evaluate the complexity of tasks to be performed in the Body Shop to determine its feasibility with respect to cost and time taken

GS25. use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

GS26. evaluate the information gathered from the customer report/ job card, insurance inspectors report to take the appropriate decision on the repair/ refurbishment to be done on the vehicle

Assessment Guidelines

  1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each Element/ PC.
  • The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
  • Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.
  • Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).
  • Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on these criteria.
  • To pass the Qualification Pack assessment, every trainee should score the Recommended Pass % aggregate for the QP.
  • In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.