Warranty IN charge Course (4Months)

Warranty Incharge:

Brief Job Description

A Warranty In-charge manages warranty claims and spare parts replaced under warranty. He is responsible for taking all major warranty decisions as per the OEM guidelines/ manual. The individual should provide information on warranty policies and supervise both the replacement of failed parts/ aggregates replaced under warranty as well as disposal of the same.

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 effective warranty decisions along with audits/ quality checks. The individual must have a technical bend of mind to understand the technical aspects of the vehicle and a quick decision maker to take an appropriate warranty decision. The individual should be systems and process oriented person to ensure adherence to the overall warranty manual along with the required procedures.

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

Monitor and maintain warranty claims:

Elements and Performance Criteria

Monitor & maintain the warranty claims

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

PC1. . obtain the information related to warranty claims from job cards, vehicle history, technician notes which includes : service (both free and paid service) record of the vehicle overall maintenance of the vehicle done at multiple workshops previous instances of claims given for the same failure components

PC2. . use the procedure and overall process as per the manufacturer guidelines to record and process the claims

PC3.. maintain warranty data for various failed components/ aggregates as per the guidelines

PC4. . handle day to day warranty claims for the parts as speciﬁed in the warranty manual

PC5. . ensure adherence to warranty policy and procedures at dealers end

PC6. . maintain MIS for warranty claims and payments

PC7. . follow up with OEM/ auto components manufacturers for payments warranty claims uploaded on the computer system

PC8. . maintain records related to warranty contracts

PC9. . record any speciality service used and claim the amount form the respective OEM as per the guideline given in the warranty manual

PC10.. correct and resubmit the rejected claim if it is valid or report about the claim if resubmission is not possible

PC11.. investigate about overdue claims and discuss the issues with manufacturer/concessionaire representatives and colleagues as appropriate

PC12.. ﬁle and archive the required documents to ensure a clear audit trail which can be clearly followed

PC13. . ensure that trainings organized by the OEM from time-to-time are attended and knowledge levels are upgraded (esp. in case of newly launched products, product refreshes)

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures of the organisation/ dealership for warranty process along with that for the warranty room/ any other place where failed parts are stocked & maintenance inspection, servicing and repair of vehicles

KU2. standard operating procedures for replacement of failed parts/ aggregates as mandated by the OEM/ speciﬁc auto component manufacturer

KU3. documentation requirements for each procedure carried out for storage, retrieval and disposal of spare parts

KU4. various checklists for both internal/ external warranty audits either by ﬁeld service team/ Plant quality control team both from the OEM/ auto component manufacturer

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

KU6. safety and health policies and regulations for the workplace especially while handling, storage and disposal of the failed parts as an overall warranty monitoring process

KU7. the warranty policy applicable to particular vehicle and segment

KU8. the different types of warranties offered : manufacturers’ warranties extended warranties vehicle service contract mechanical breakdown insurance product warranties

KU9. the terms and condition of warranty

KU10. how to explain the beneﬁts of warranty

KU11. the tenure for which warranty is applicable

KU12. the importance of regular maintenance and not voiding the warranty terms and conditions

KU13. how to assist in getting the claims submitted and settled

KU14. the parameters to be checked before processing and managing claims (both manually or through the OEM mandated computer software)

Generic Skills (GS)

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

GS1. document the required policy changes as communicated by the OEM/ component manufacturer

GS2. communicate information and ideas in writing so others will understand

GS3. document any rejection of warranty claims either from the OEM/ auto component manufacturer and escalate it to concerned people

GS4. record details and archive ﬁles related to the failed spare parts replaced under warranty

GS5. record and manage data in MIS

GS6. write in at least one language

GS7. read and interpret the warranty manuals issued by OEM

GS8. read and understand technicalities as a result of changes made through the various service & maintenance circulars issued by the OEM/ auto components manufacturer

GS9. interact with the Service Advisor / mechanics or technician/ supervisors to ensure proper adherence to the warranty policies and processes as mandated by the OEM

GS10. interact with service advisor/ mechanics or technician/ supervisors/ workshop in-charge to ensure proper documentation of the warranty process

GS11. interact with the customer in a professional and courteous manner even for the irritant customers whose warranty claims are expected to be rejected

GS12. decide the skills and methods required to communicate with technician/ individual

GS13. decide on acceptance/ rejection of warranty claims in case of poor adherence of service and maintenance schedule

GS14. plan work according to the required schedule and location

GS15. plan the daily operations in the morning to ensure proper process adherence for smooth ﬂow of the overall warranty process to ensure adequate adherence to the warranty policy

GS16. ensure that changes in policies are communicated appropriately so as to provide satisfactory customer services

GS17. communicate the missing/ non adherence of the service and maintenance schedule which could affect the warranty in the future

GS18. inspect damaged vehicles and the applicable warranty claims

GS19. communicate inform both customer and workshop manpower understand the changes in warranty policy

GS20. evaluate the complexity of tasks to be performed within the overall documentation process of failed parts replacement under warranty to determine if it can be carried out

GS21. evaluate the information gathered from the job card/ technician notes and assess warranty claims

GS22. evaluate and analyse the information gathered from the OEM and auto component manufacturer regarding warranty policy

Supervise storage, retrieval and disposal of failed spare parts:

Elements and Performance Criteria

Supervise the storage of failed parts in an orderly manner for easy retrieval

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

PC1. . identify the part type and model/ variant to which it belongs to

PC2. . understand the nomenclature and technical speciﬁcations including the part numbering, make and variant for the failed parts/ aggregates

PC3. . segregate the various types of bigger aggregates like axle and gear box from small components so as to ensure the small parts are kept in the same condition as removed from the vehicle for the audit/ inspection purposes

PC4. . stock the spare parts as per their code

PC5. . allocate proper space to each component / aggregate

PC6.. manage and improve the parts handling ergonomics

PC7. . assess the various components/ aggregates and seek advice of service advisor/ workshop manager on proper disposal techniques as per the mandated guidelines

PC8. . contact the auto part manufacturer in case of any observed discrepancies

PC9. . record and enters the required information about the failed components/ aggregates with respect to: type of the spare part and its usage spare part condition when replaced under warranty the cost and part code indicating the location where the component procured or manufactured

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures of the organisation/ dealership for warranty room/ any other place where failed parts are stocked & maintenance

KU2. standard operating procedures for replacement of failed parts/ aggregates as mandated by the OEM / speciﬁc auto component manufacturer

KU3. safety requirements for handling various components/ aggregates as prescribed by the OEM/ auto component manufacturer

KU4. documentation requirements for each procedure carried out as part of roles and responsibilities for storage and retrieval and disposal of spare parts

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

KU6. safety and health policies and regulations for the workplace especially while handling, storage and disposal of the failed parts

KU7. the part type and model/ variant to which it belongs to

KU8. the nomenclature and technical speciﬁcations including the part numbering, make and variant for the failed parts/ aggregates

KU9. the codes and terminologies associated with spare parts for orderly storage and retrieval

KU10. the associated warranty terms and condition for each component/ aggregate as speciﬁed in the warranty manual of the respective OEM/ auto component manufacturer

KU11. How to manage and control various types of failed parts in the warranty room and forecast the optimise way for its disposal

KU12. how to design and improve the parts handling ergonomics in the warranty room/ place where failed parts are stored

KU13. how to operate material handling equipment i.e. Dollies hand trucks pallet jacks forklifts cranes conveyers

KU14. how to use OEM mandated computer storage systems & softwares to manage and control and retrieve various failed spare parts/ aggregates

KU15. the overall process and procedure to be followed for parts retrieval or disposal as mandated by the respective OEM/ auto component manufacturer

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 all failure/ complaint investigation for the respective vehicle where failed part has been replaced under warranty

GS3. record details and archive ﬁles related to the failed spare parts replaced under warranty

GS4. record and manage overall data for the warranty room records

GS5. write in at least one language

GS6. read instructions mentioned on the job card, technician notes and warranty schemes

GS7. read and understand various circulars issued by the OEM/ auto components manufacturer on methods and procedure to be followed for storage and disposal of failed warranty parts/ aggregates

GS8. interact with the service advisor/ mechanics or technicians/ supervisors to ensure proper storage of failed parts in their designated place after being removed from the vehicle

GS9. specify the applicable terms & conditions for providing warranty to the vehicles on speciﬁc failed spare parts/ components

GS10. interact with team members to work eﬃciently

GS11. manage and control storage and disposal of the failed parts to prevent any loss

GS12. ensure the proper tagging of the spare parts which are generally not tagged to a particular aggregate so as to ensure easy retrieval during the warranty audits/ inspection

GS13. decide the optimised process at the warranty room to ensure smooth operations

GS14. plan work according to the required schedule and location

GS15. plan the daily operations at the warranty room in the morning to ensure proper process adherence for smooth ﬂow of storage, retrieval and disposal of the spares

GS16. ensure that the failed parts are not disposed in front of the customer

GS17. ensure that the customer doesnt have access to the warranty room to avoid the quantum of failed parts being replaced across the product portfolio of the OEM

GS18. store and manage the failed spare parts to avoid further damage

GS19. how to tag the speciﬁc spare parts which can be tagged along with the other common spare parts

GS20. evaluate the complexity of tasks to be performed in the Warranty room to determine its feasibility with respect to storage & disposal

GS21. evaluate the information gathered from the job card/ technician notes, warranty claims and assess the most cost effective way to store the failed spare

GS22. evaluate the various methods of disposals available and chose the most time & cost effective method

Ensure adherence to warranty policy:

Elements and Performance Criteria

Ensure adherence to the warranty policy

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

PC1. . identify the part type and model/ variant to which it belongs to

PC2. . understand the nomenclature and technical speciﬁcations including the part numbering, make and variant for the failed parts/ aggregates

PC3. . impart knowledge about the existing warranty policy and adherence to the maintenance schedules to ensure continuation of the warranty

PC4. . explain the terms and conditions of new or changed policy

PC5. . ensure that technicians are adhering to the new or changed policies

PC6. . communicate the various documents related to new or changed warranty policies issued by the OEM/ component manufacturer

PC7.. update policy and documentation requirements for the failed parts replacement as mandated by the new warranty manuals/ service circulars by the OEMs/ auto component

,manufacturer

PC8. . analyse the training needs of a particular individual in the workshop to

PC9.. use questions/ small impromptu tests or any and other measures to assess an technician/ supervisors understanding on the existing or revised warranty policies

PC10. . ensure that trainings organized by the OEM from time-to-time are attended and knowledge levels are upgraded (esp. in case of newly launched products, product refreshes)

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures of the organisation/ dealership for inspection, servicing and repair of vehicles to ensure adherence to the overall warranty policy as prescribed by the OEM/ auto component manufacturer

KU2. standard operating procedures for servicing, repair and replacement of various auto parts/ aggregates as mandated by the OEM

KU3. safety requirements for handling various components/ aggregates as prescribed by the OEM/ auto component manufacturer

KU4. documentation requirements for each procedure carried out as part of roles and responsibilities including proper investigation/ diagnosis report supported by photos of the failed part to ensure proper correct warranty decisions as per the warranty manual of the respective OEM/ auto component manufacturer

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

KU6. safety and health policies and regulations for the workplace especially while handling, inspection of the failed part as well as for automotive trade in general (e.g. safe practices while working in pits/ under vehicles)

KU7. the part type and model/ variant to which it belongs to

KU8. the nomenclature and technical speciﬁcations including the part numbering, make and variant for the failed parts/ aggregates

KU9. the associated warranty terms and condition for each component/ aggregate as speciﬁed in the warranty manual of the respective OEM/ auto component manufacturer

KU10. the new warranty policies as indicated in the warranty manuals issued by the respective OEM/ auto component manufacturer

KU11. the various changes made in the warranty policies with respect to both replacement of failed components as well as disposal mechanism of these failed component due to any manufacturing defects

KU12. how to keep track of various service and maintenance circular issued by the OEMs/ auto components manufacturer and convey them to the technicians/ supervisors/ workshop in- charge

KU13. the hand-outs or documents required to explain the changes to technicians

KU14. how to design and implement a new plan in the workshop so as to comply with the new and changed terms and conditions

KU15. how to use OEM mandated computer storage systems &softwares to manage and control and retrieve various failed spare parts/ aggregates

KU16. how to communicate the warranty requirements of the newly launched vehicles/ exiting vehicles with new variants to the technicians/ supervisors/ workshop in-charge

Generic Skills (GS)

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

GS1. document the required policy changes as communicated by the OEM/ component manufacturer

GS2. communicate information and ideas in writing so others will understand

GS3. document any rejection of warranty claims either from the OEM/ auto component manufacturer and escalate it to concerned people

GS4. record details and archive ﬁles related to the failed spare parts replaced under warranty

GS5. write in at least one language

GS6. read and interpret the warranty manual issued by OEM

GS7. read and understand technicalities as a result of changes made through the various service & maintenance circulars issued by the OEM/ auto components manufacturer

GS8. interact with the service advisor/ mechanics or technician/ supervisors to ensure proper adherence to the warranty policies and processes as mandated by the OEM

GS9. interact with service advisor/ mechanics or technician/ supervisors/ workshop in-charge to communicate changes or new policies introduced

GS10. specify the applicable terms & conditions for providing warranty to the vehicles on speciﬁc failed spare parts/ component

GS11. interact with the customer in a professional and courteous manner even for the irritant customers whose warranty claims are expected to be rejected

GS12. decide the skills and methods required to communicate with technician/ individual

GS13. decide on acceptance/ rejection of warranty claims in case of poor adherence of service and maintenance schedules

GS14. decide on whether to build a case of commercial or technical goodwill and in what proportion the cost of the replacement of the part/ aggregated to be shared between the OEM/ dealer/ auto component manufacturer

GS15. decide the optimised process for the failed part replacement under warranty (including for the off-road vehicles to be given warranty which have not reported to the workshop) to ensure smooth operations

GS16. plan work according to the required schedule and location

GS17. plan the daily operations in the morning to ensure proper process adherence for smooth ﬂow of the overall warranty process to ensure adequate adherence to the warranty policy

GS18. ensure that changes in policies are communicated appropriately so as to provide satisfactory customer services

GS19. ensure proper goodwill case to be build (in either technical or commercial) in case of rejection of warranty due to poor adherence of service and maintenance schedules

GS20. communicate inform both customer and workshop manpower understand the changes in warranty policy

GS21. evaluate the complexity of tasks to be performed within the overall process of failed parts replacement under warranty to determine if they can successfully carry them out

GS22. evaluate and analyse the information gathered from the OEM and auto component manufacturer regarding warranty policy

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.