Rita Charitable Trust

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

Agricultural Parts Advisor - T H WHITE Group

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

Hydraulic Parts and Equipment | Hydraulic Lift Repair by Skyline Equipment

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

Parts Manager | Career Profile | AgCareers.com

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:

  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.