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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
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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
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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
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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
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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
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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
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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
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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