Course

10602158 Service Management
Course Information
Description
The principles of various types of business organizations are examined and applied to automotive wholesale and retail businesses, ultimately focusing on the automobile as part of the service department. Service department operation is covered in detail and depth from large organizations to small organizations. The conventional line method of management is stressed. Employment possibilities and job interviewing techniques are discussed.
Total Credits
1
Course Competencies (Course Outcomes)
  1. Investigate the current state of the automotive industry
    Assessment Strategies
    Independent Oral Presentation, Written Outline
    Criteria
    Identify current trends within the automotive service industry
    Identify various types of business organizations such as service, automotive wholesale and retail businesses
    Presentation is 2-5 minutes in length
    You listen attentively
    You offer questions or comments about the state of the industry
    Presentation written outline is e-mailed to the instructor before scheduled class time

  2. Identify automotive job responsibilities
    Assessment Strategies
    Outline and/or written product
    Criteria
    Outline is correctly sorted into major duties of the job
    Outline includes common tasks within each job duty
    Outline evidences correct grammar, punctuation, and spelling
    Outline is submitted prior to start of class time

  3. Analyze expenses associated with opening an automotive shop
    Assessment Strategies
    Group Project: Written expense report on total shop expenses
    Criteria
    Written report includes responses from your interview with one shop manager
    Written report includes tool and equipment needs
    Written report includes demographic data to help support location
    Written report includes total cost of operation
    Written report is organized and clearly communicated

  4. Examine the Wisconsin State law legislature for automotive service
    Assessment Strategies
    Written Product/Discussion Question
    Criteria
    Written response explains how laws impact the relationship between the service writer and the customer
    Written response demonstrates the service writer’s application of relevant laws and regulations
    Written response includes questions related to repair orders and the legal aspects surrounding them
    Provide discussion questions regarding the laws of ATCP13

  5. Develop a resume and cover letter
    Assessment Strategies
    Written Product
    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 employ inclusive, bias-free language that is suitable for the intended audience and free from stereotypes

  6. Evaluate key factors of customer service
    Assessment Strategies
    Role Play: Write and perform a group role-play focused on a specific topic
    Criteria
    Role-play effectively addresses the customer service issue presented in the chosen topic
    Role-play resolves the customer service issue/topic in a professional and appropriate manner
    Role-play incorporates a variety of customer service strategies
    You use inclusive, bias-free language appropriate to the audience and free from stereotypes

  7. Create a final essay reflecting on what was learned
    Assessment Strategies
    Reflection Essay
    Criteria
    Reflection includes two detailed "take-aways" from the class
    Reflection includes your current plan for your career
    Reflection states your 5-year plan
    Reflection includes correct grammar, punctuation and spelling
    Essay is submitted before the end of the quarter