Free Home delivery Manager Course (6Months)
Home delivery Manager:
Brief Job Description
A Home Delivery Manager is responsible for delivering vehicles to the customers and explaining all service related activities to the customer, while delivering the vehicle. They also ensure proper pickup and delivery of vehicles as per the customers service schedule.
Personal Attributes
This job requires individuals to work as a part of team and requires the ability to work for erratic hours basis the requirements of the customer. The individual should know how to drive all variants of vehicles (including manual / automatic transmission etc.).The individual should have good technical understanding of the vehicles andproper knowledge of the service related aspects, schedules and preventive maintenance of various aggregates of the vehicle. The individual should depict customer centricity in daily behaviour and should be patient enough to be able to show various members of the family all features available in the given vehicle model / variant talk and convince customers.
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
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
Deliver vehicle to customer and explain all features available in the vehicle variant:
Elements and Performance Criteria
Handle overall vehicle delivery explaining all vehicle & accessories features
To be competent, the user/individual on the job must be able to:
PC1. . ensure the correct variant of vehicle is delivered to the address and the accessories demanded by the customer have been fitted as per his requirement
PC2. . make sure that all vehicle orders are delivered at a predefined time to the customer along with the al the relevant documents
PC3. . ensure that delivery vehicle complies with all company andlocal legal regulations enforced by the transport department at all times
PC4. . load and deliver vehicles that are in a visible saleable condition
PC5. . load delivery vehicle: using safe handling techniques in a way that prevents damage to the vehicle in a sequence relevant to the delivery schedule to meet weight distribution requirements does not exceed vehicle weight requirements
PC6. . report any anticipated delays and problems in making deliveries to the relevant stakeholders including the customer
PC7. . store payments collected from customers, if any
PC8. . ensure that all the features of the vehicle are explained to all the stakeholders
PC9. . ensure proper explanation of all the service related activities and schedule to the customer
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. standard operating procedures of the dealership and oem for all the home deliveries of the vehicles
KU2. standard operating procedures of explaining and demonstrating the overall features in the particular variant of the vehicle and its overall usage (for ex. usage of the back camera in case of reversing the vehicle or use of automatic wipers in case of rains)
KU3. standard operating procedures for explaining the installed accessoriesin the vehicle as mandated by the oem
KU4. any recommended changes/ refreshes on the process of maintenance of a particular model/ brand of vehicle
KU5. safety requirements for various aggregates of the vehicle and their correct usage (esp. the high end vehicle and aggregates) as prescribed by the oem / accessory manufacturer
KU6. documentation requirements for each procedure carried out as part of roles and responsibilities
KU7. process flow of pre and post home deliveries of the vehicles at the dealership
KU8. institutional and professional code of ethics and standards of practice
KU9. safety and health policies and regulations for the workplace as well as automotive trade in general
KU10. right brand/ make/ variant of accessories available for a particular vehicle model as specified by the respective oem and its correct usage for the right segment amongst the stakeholders (for e.g. advance gps system might be required for the lady driving the car who is not well versed with the roads, music system for the kids who love connecting the latest i-pods / i- pads to the car stereo system)
KU11. technical specifications of all accessories and their correct usage / application in various models such as exterior accessories vehicle protection accessories interior accessories audio-visual and navigation accessories security related accessories
KU12. current relevant legislation, regulations , codes of practice and guidelines related to the delivery of vehicles and spare parts (like, road traffic act)
KU13. detailed working of various newly launched technologically advanced accessories having complex electronics/ electrical aggregates
KU14. the value proposition for each value added service and accessory along with its usp
KU15. how to handle loading and unloading of vehicles&protect aggregates / accessories fitted from damage during transit
KU16. how to visually check the vehicle for damage
KU17. how to plan deliveries to take account of local conditions
KU18. how to complete documentation
KU19. the importance of loading vehicles in a sequence to match deliveries and weight distribution
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. create documentation required on the job (including deliveryreport, work sheets, etc.)
GS2. get customer delivery confirmation signatures
GS3. maintain an appropriate knowledge of key features available in the various models / variants of the vehicle through the brochures available while explaining it to the customer s in written format
GS4. writein at least one local language
GS5. readgeneralinstructions or guidelinesfrom oem, mandatory for delivery of vehicle and delivery related documents
GS6. read the technical specifications and understand the correct usage of various accessories
GS7. read the technologically advanced new accessory launched in various vehicle including the ones of the competitor
GS8. read policies and regulations pertinent to the job, including oem guidelines, health and safety instructions etc.
GS9. interact with the customers to ensure proper explanation of all features available for various stakeholders (e.g. advance gps system might be required for the lady driving the car who is not well versed with the roads, music system for the kids who love connecting the latest i- pods / i-pads to the car stereo system)
GS10. clearly communicate workplace information and ideas with colleagues (verbal & non-verbal)
GS11. interact and communicate with the various stakeholders along with the customers to ensure any customized fitment of the accessory according to their preferences (for e.g. kids in the family might want to have a music system with bluetooth so that they can connect their phones with the music system of the car)
GS12. interact with dealership manpower to sort any pending issues that might be of an urgent requirement (for e.g. while giving a demo of the vehicle, some additional changes might be required and needs to be resolved at the earliest like customer may want an window shades on the car windows etc.)
GS13. communicatewith the customer on the terms and condition of value added service which the customer may have opted for.
GS14. identify the new product/accessories for the targeted customers for a particular vehicle model
GS15. analyse an effective delivery route that takes into account all local conditions as specified by the transport department and is time and cost effective
GS16. help other stakeholders in the customers family to decide on any additional accessory that can be fitted on a particular vehicle model basis the requirement
GS17. analyse delivery problems or some other emergency and should take on the spot decision just before the deliver is to be done
GS18. decide which vehicle or accessories features might appeal to which member of the family, and accordingly explain the features to as to ensure full utilization of all features in the vehicle
GS19. plan a visual check on the vehicle for insuring that its damage free
GS20. plan and organise deliveries taking account of local conditions
GS21. plan delivery routes to enable vehicle to be delivered in a cost and time efficient manner
GS22. plan the overall pitch explaining all the features of the vehicle to all the family member
GS23. ensure that all desired accessories as per customersrequirementsare fitted and their
features explained to all members of the family while the delivery of the vehicle
GS24. ensure that customersrequirements are assessed and satisfactory service is provided
GS25. clarify and solve all customer queries generated during delivery of the vehicle
GS26. handle customer complaints regarding the problem related to particular accessory / features which is not working during the deliver at home
GS27. refer problems outside area of responsibility to appropriate person (e.g. in case of any service related issue while delivery, convey to the service / spare parts team)
GS28. implement delivering correct vehicle to the customer
GS29. apply balanced judgements to different situations
GS30. use the existing knowledge and specification of various available features / accessories in the vehicle to convince the family about their utility which is applicable to the respective member of the family
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.
