10602158Service 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
  1. Summarize the current state of the automotive industry
    Assessment Strategies
    Independent oral presentation
    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 to submit prior to start of class time identified by the instructor

  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 Wisconsin State laws related to automotive service
    Assessment Strategies
    Written Product/Discussion Questions
    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
    Discussion questions relate to the laws of ATCP132

  5. Develop job seeking documents for use in the automotive industry
    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

  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

  7. Create a final essay reflecting on what was learned
    Assessment Strategies
    Reflection Essay
    Criteria
    Reflection includes 2 detailed take-aways from the class
    Reflection includes your current plan for your career
    Reflection states your 5-year plan
    Reflection demonstrates correct grammar, punctuation and spelling
    Essay is submitted before the end of the quarter