Free Area Parts Manager Course (4 Months)
Area Parts Manager:
Brief Job Description
An Area Parts Manager is responsible for managing and ensuring spare parts movement for the assigned area. The individual should drive parts sales through planning and developing targets for particular the area.
Personal Attributes
The individual should have the knowledge of handling spare parts, inventory analysis and maintaining relevant relationships with suppliers and customers. The individual should have the understanding of the system and procedure for parts storage and the supervisory skills to handle and manage the spare parts related issues and claims. The individual should be proactive andcustomer centric and should have good communication skills.
Plan and organise work to meet expected outcomes:
Description
This NOS unit is about planning and organising an individuals work in order to complete it to the required standards on time.
Scope
This unit/task covers the following:
work requirements including various activities, deliverables or work output required in the given time, maintain set quality standards
appropriate use of resources (both material / equipment’s and manpower
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:
Description
This NOS unit is about working effectively with colleagues, either in individuals own work group or in other work groups within organisation
Scope
This unit/task covers the following: Colleagues: Superiors
Members of own work group
People in other work groups within or outside the organisation Communicate: Face-to-face
By telephone In writing
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
Maintain a healthy,safe and secure working environment:
Description
This NOS unit is about monitoring the working environment and making sure it meets requirements for health, safety and security
Scope
This unit/task covers the following:
Resources (both material & manpower) needed to maintain a safe working environment as per the prevalent norms & government policies including emergency procedures for Illness, accidents, fires or any other reason which may involve evacuation of the premises
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
Manage customer relationship and quality service:
Description
This NOS unit is about an individual managing relationship with customers, providing quality service and ensuring complete satisfaction.
Scope
This unit/task covers the following:
understand complete customer requirements and deliver accordingly to maintain total customer satisfaction with enriching and pleasant customer experience
resolve complete customer queries, issues & complaints timely including settlement of warranty claims and other performance related issues as per the various terms & conditions and guidelines
Elements and Performance Criteria
Manage the total customer satisfaction with enriching & pleasant customer experience
To be competent, the user/individual on the job must be able to:
PC1. . analyse and comprehend all customer requirements and needs PC2. . document complete customer requisites and assess them PC3. . deliver and assist in delivering as per the noted requirements PC4. . understand complete customer queries and complaints
PC5. . document all customer queries in the prescribed format of the organisation PC6. ensure least turnaround time for any customer query handling/redressal especially issues related to warranty claims and other performance related issues
PC6.. ensure least turnaround time for any customer query handling/redressal especially issues related to warranty claims and other performance related issues
PC7. . maximise customer satisfaction through pleasant and excellent customer experience within the organisations framework
PC8. . document feedbacks and reviews from the customers & implement within the framework of the organization
PC9. . maintain a healthy & professional relationship with the customers especially key accounts and influencers in the market
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. standard operating procedures within ones own organisation
KU2. standard operating procedures for query and complaint reporting along with their redressal mechanism in the organisation
KU3. framework and guidelines as prescribed by the organisation for query and complaint redressal
KU4. customer Relationship Management (CRM) related framework provided by the organisation
KU5. terms & conditions agreed between the respective auto component/ aggregate and the various OEMs/ OEM channel partners for supply, procurement of the various auto components/ aggregates
KU6. documentation requirements for each procedure carried out as part of roles and responsibilities as per the organizational guidelines
KU7. organisational and professional code of ethics and standards of practice
KU8. safety and health policies and regulations for the workplace
KU9. the technical specifications of various OEM vehicles and the different variant/ model of auto components/ aggregates used along with those of the competitor auto component manufacturer
KU10. detailed technical and performance specifications of the auto component for various OEM vehicles
KU11. how to collaborate with the organizational manufacturing engineering, product management teams along with the service team of the respective OEM vehicle and local channel partner service team
KU12. documentation requirements from the customers with respect to warranty claims and other performance related feedback on the for respective OEM vehicle
KU13. requirements of the customers and suggest delivery accordingly
KU14. software or format such as MS word, excel, PowerPoint and Management Information System (MIS)
KU15. software or format used to capture for Customer Relationship Management (CRM) within the organisation
KU16. how to capture customer voice/ feedback on the auto components/ aggregates for various OEM vehicles on price, performance, availability of spares, warranty & other service-related aspects etc.
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. create documents required on the job (including database on key customers/ accounts and major retailers, response or feedback forms, customer-query sheets, response or feedback sheets etc.)
GS2. either write or get it done from subordinates, a detailed failure report analysis in case of a failed component/ aggregate escalating to the auto component manufacturer
GS3. write in at least one language
GS4. read feedback from customers on warranty and other performance related aspects
GS5. read the specific requirements, queries that the customer may have on various auto components including any specific technical query
GS6. read brochures and technical specifications of the vehicle provided by the OEM and channel partner (Dealership)
GS7. read policies and regulations pertinent to the job
GS8. interact with the customers for getting their requirements, queries and feedbacks
GS9. interact with organisations internal stakeholders for efficient customer relationship management interact with team members to work efficiently
GS10. analyse information and evaluate results to choose the best solution and solve problems
GS11. analyse any potential issue that may affect the performance of the vehicle and convey it in a timely manner
GS12. plan work assigned on a daily basis
GS13. follow up regularly on potential complaints, issues raised by the customer
GS14. ensure that customer needs are assessed and satisfactory service is provided
GS15. ensure that performance of the auto component is up to the mark and any pending issues or complaints are resolved in a timely manner according to the terms & conditions mandated by either the OEM or the auto component manufacturer
GS16. analyse all the complaints, queries or issues raised by the customers to either the OEM channel partner/ auto component dealer/ retailer in the market
GS17. deliver and act as per the organisation provided/guided resolutions
GS18. liaise with all stakeholders to ensure hassle-free resolution of the complaints by the concerned customer in a timely fashion
GS19. evaluate and identify areas of complaints from the customer affecting the performance of his vehicle
GS20. assess time and cost required for customer resolution based on complaints, problems or queries identified
GS21. evaluate and identify key customer experience enhancing areas
GS22. evaluate the information gathered from the customer complaint report and utilise it to identify timely resolutions
GS23. evaluate the information gathered from the market (including retail segment, key accounts/ customers and OEM along with the OEM channel partners) and use it to ensure higher customer satisfaction
Manage operations to ensure availability of spare parts and settle claims:
Description
This OS unit is about an individual managing the operations and activities related to spare parts availability, maintenance and claims.
Scope
This unit/task covers the following:
spare parts planning and monitoring including maintaining sales records
monitor spare parts sale and profit along with managing claim settlement across the channel partner (dealers, workshops and distributors)
Elements and Performance Criteria
Manage the operations related to spare parts availability
To be competent, the user/individual on the job must be able to:
PC1. . ensure proper planning for spare parts flow and timely orders by dealers
PC2. . maintain proper and timely updated system for better inventory management at dealership network of the assigned area
PC3. . fill and maintain records on the dealers systems for proper spare parts inventory reports
PC4. . ensure quick and smoother transportation of spare parts from the warehouses to enhance the speed and availability of spare parts
PC5.. ensure faster turnaround time for services for providing increased customer satisfaction
PC6. . coordinate with dealers and the parts division to ensure outstanding vehicle parts support
PC7. . monitor and ensure growth in consumption of spare parts
PC8. . meet and exceed OEMparts sales targets for assigned dealers and territories
PC9. . maximize overall net profit by exceeding budget, sales and gross margin in his area of responsibility
PC10. . improve system and process and ensure availability of parts at optimum inventory level
PC11.. establish efficient distribution channels for spare parts delivery to existing dealers
PC12. . set up appropriate commercial terms to major dealers including discounts, payment terms etc.
PC13. . ensure that order for parts is processed promptly
PC14. . set up, control and monitor the system for special and back order parts to reduce cost
PC15. . maintain effective parts department processes to ensure timely availability of spare parts
PC16. . schedule warranty payments and procedures
PC17.. follow up warranty issues
PC18. . handle and resolve all warranty claims
PC19.. settle and monitor spare parts related claims from the dealership networks against the warranty and replacements
PC20. . review every warranty repair order written for proper completion, accuracy and legibility according to the policies and procedures
PC21.. review all old claims and address any adjustments
PC22.. investigate about overdue claims
PC23. . follow up with dealers for payments and claims documentations
PC24. . maintain MIS for warranty claims and payments
PC25. . work with the sales and marketing manager to develop merchandising, advertising, and sales promotions
PC26. . establish and maintain a good working relationship with dealers
PC27. . ensure that all relevant material safety data sheets are maintained for spare parts handling
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. standard operating procedures of the organisation and OEM for responding to enquiries
KU2. promotions, discounts, offers available from the OEM
KU3. prices, taxes and other applicable cost elements for the spare parts
KU4. spare parts warranty related terms and conditions
KU5. documentation requirements for each procedure carried out as part of roles and responsibilities
KU6. organisational and professional code of ethics and standards of practice
KU7. safety and health policies and regulations for the workplace
KU8. dealers in particular area and their demand and previous sales pattern
KU9. how to measure and calculate the previous year performance of OEM and plan targets for next cycle
KU10. how to prepare the profit and loss statement for the daily, weekly and monthly spare parts sale
KU11. the cost price of the spare part and their MRP pricing methodology
KU12. the applicable sales tax and excise duty structure depending on the inter or intra state transport
KU13. the minimum stock level required to be maintained
KU14. the storage regulations depending on parts requirement
KU15. the parts storage facility arrangement depending on the following: number of parts in store spare parts tag number easy handling of parts packing of parts rotation and easy movement of parts
KU16. FIFO(First in first out) method of spare parts movement
KU17. how to plan the spare parts availability by calculating the following: spare parts annual and monthly sales fast moving and slow moving sales ratio
KU18. how to monitor the time required to pack the spare parts and quality of packaging and timely delivery depending on following parameters: delivery of spare parts within 24 hours delivery of spare parts within certain time limit normal delivery of spare parts packaging guidelines of different types of spare parts(small, large, heavy or delicate)
KU19. the warranty policy applicable to particular part
KU20. the terms and condition of warranty
KU21. the tenure for which warranty is applicable
KU22. the parameters to be checked before processing and managing claims
KU23. how to design and implement plan so as to comply with the new and changed warranty terms and conditions
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. create documentation required on the job (including databases to manage sales and stock of spare parts etc.)
GS2. maintain records of spare parts stock, availability, sales target
GS3. write in at least one language
GS4. read spare parts and stock related reports
GS5. read the warranty related claims and change in policy terms and conditions
GS6. interact with the dealers to provide information related to spare parts and warranty claims
GS7. interact with the dealers to build a positive rapport and influence the purchase decision
GS8. Interact with the team
GS9. analyse the dealer profiles and offer themall possible options available so that they can choose the best offer
GS10. analyse the parts required and inventory level
GS11. plan work assigned on a daily basis
GS12. plan and project the spare parts inventory and sales target
GS13. ensure that the spare parts are delivered on time to provide satisfactory service
GS14. ensure that the spare parts inventory is managed carefully
GS15. manage and settle warranty claims
GS16. identify and analyse the information related to spare parts
GS17. identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Assessment Guidelines:
- 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.
