10412138Diesel Shop Management
Course Information
Description
The student will gain the knowledge needed to function in a typical service department setting. The student will learn what it takes to manage a service department, the costs involved in running the department and the day-to-day problems that arise in the service department. General business operational procedures, record keeping and cost effectiveness will also be part of this course.
Total Credits
2
Course Competencies
  1. Explain service provider chain of command
    Assessment Strategies
    Independent oral presentation on service provider chain of command
    Criteria
    Presentation is to be 3-5 minutes in length
    Presentation written outline is e-mailed to the instructor before scheduled class time
    Presentation outline includes a chain of command at your employer or typical shop
    You offer questions or comments during class about the service provider chain of command
    You listen attentively
    Presentation includes all points contained within the written outline
    Presentation outline includes a summary of each job title

  2. Identify the Technician's responsibilities
    Assessment Strategies
    Outline and/or written product
    Criteria
    Outline is correctly sorted into major duties/categories of the job
    Outline includes common tasks within each job duty/category
    Outline evidences correct grammar, punctuation, and spelling
    You submit prior to start of class time identified by the instructor

  3. Develop a resume, cover letter and interview skills
    Assessment Strategies
    Written Product, Mock Interview
    Criteria
    Resume includes experience and education, in a format identified by the instructor
    Cover letter includes content as specified by the instructor
    Resume and cover letter follow format as specified by the instructor
    All written products show evidence of correct grammar, punctuation and spelling
    You answer mock interview questions completely, providing at least one example
    You answer mock interview questions in a timeframe specified by the instructor
    You answer mock interview questions in a professional tone and volume
    You use inclusive, bias-free language appropriate to the audience and free from stereotypes
    You arrive for the interview on time

  4. Analyze factors of customer service
    Assessment Strategies
    Role Play: writing and acting out a group role-play on a selected topic
    Written Product
    Criteria
    Role-play response addresses the customer service issue presented in the selected topic
    Role play response resolves a customer service issue/selected topic in the best professional manner
    Role play response demonstrates the use of various customer service strategies
    Role play response incorporates cultural and gender specific inclusive language
    You use inclusive, bias-free language appropriate to the audience and free from stereotypes
    Your language and delivery de-escalate conflict

  5. Analyze expenses associated with operating a service shop
    Assessment Strategies
    Group Project: written report on shop expenses
    Criteria
    You interview one shop manager
    Written report includes a list of questions asked of the shop manager
    Written report includes a list of shop expenses
    Written report includes cost of operation data
    Data results are organized and clearly communicated

  6. Summarize responsibilities of the Service Manager
    Assessment Strategies
    Outline and/or written product
    Criteria
    Outline is accurately sorted into major duties/categories of the job
    Outline includes common tasks within each duty/category
    Outline evidences correct grammar, punctuation, and spelling
    You submit prior to start of class time identified by the instructor

  7. Describe the role of the parts department in service provider operation
    Assessment Strategies
    Outline and/or written product
    Criteria
    Outline is accurately sorted into major actions of the department
    Outline includes common tasks within the department
    Outline evidences correct grammar, punctuation, and spelling
    Outline indicates a sample flowchart of interactions between parts department, Shop Manager, and Technician
    You submit prior to start of class time identified by the instructor

  8. Deliver a job seeking portfolio presentation
    Assessment Strategies
    In person or virtual presentation
    Criteria
    Presentation includes at least two shop projects and project outlines completed as part of the program at Madison College
    Presentation includes work experience summary
    Presentation includes resume and cover letter
    Presentation includes what you would like to contribute to the Diesel and Heavy Equipment Industry during your first year of employment
    Presentation includes a five-year plan of what you would like to contribute to the Diesel and Heavy Equipment Industry
    Presentation includes at least two photos, if available
    Presentation includes at least one work order from work performed, if available
    Presentation includes club participation, college activities, or awards, if applicable