chap04 pps Automotive technology at University of Cambridge

start Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 OBJECTIVES: After studying Chapter 4, the reader should be able to: • Discuss how to start a new job • Describe the advantages of having a mentor • Explain how a mentor can improve on-the-job • • learning Discuss the role of the trainee with a mentor Explain formal and informal evaluations Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 OBJECTIVES: • • • (cont.) Describe the role of a service technician Explain how the flat-rate pay plan works Describe the type and pricing of parts Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 KEY TERMS: advisor • advocate • aftermarket parts core • core charge • coach • counselor • critical thinking customer pay (CP) flagging • formal evaluation • informal evaluation • jobber • mentor • original equipment (OE) rebuilt • remove and inspect (R & I) • remove and replace (R & R) • renewal parts • repair order (RO) • role model service bay • stall • teacher • three Cs (concern, cause, correction) • trainee • warehouse distributor Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 PROFESSIONALISM Professionalism and personal credibility are important and can  determine success as a service tech or customer service provider.  Clean Clothes are a Must Anyone who meets the public in any business must not only be dressed appropriately, but the clothing should be clean Also be sure that leather shoes have been shined Dull, dirty, or scuffed shoes or messy appearance reflects an unprofessional look Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 A true professional does the following on a regular basis: Practice consistency.  Positive, professional and warm at all times Keep your word.  Follow through commitments you make.  Develop technical expertise.  Be knowledgeable about the vehicles  being serviced. Attend update training classes to keep current Become a teammate with your co­workers. Working successfully  with others shows that you have common goals and can benefit  from the specific skills of others Apologize if you are wrong.  Practice honesty all of the time Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Ethics  Principles governing conduct of an individuals or groups.  Some ethical decisions are easy to recognize and are perceived as  popular choices of behavior by the people around us.  Other times the potential choices fall into gray areas in which the  “right” or “wrong” course of action is difficult to identify.  Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 When faced with an ethically challenging situation, ask yourself  the following questions: Is it legal? (Is it against local, state, or federal laws?) Is it fair? (Is it harmful to me or to others?) How do I feel about it? (Is it against the teachings of my  parents or my religion?) Would the court of public opinion find my behavior incorrect?  (Would it disappoint my family?) Am I fearful of what those I trust would say about my actions?  (Would I be hurt or upset if someone did this to me?) Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 COMMUNICATIONS Five methods of communication are used in effective customer  service: listening, talking, nonverbal communications, reading,  and writing Listening  Active listening is the ability to hear and understand  what the speaker is saying.  Listening to customers or other techs shows you care about and  respect their questions and concerns. It’s not easy to be a good  listener; practice and dedication improve listening techniques Barriers to good listening exist. A listener may be distracted, have  a closed mind, won’t stop talking, or is lazy and unwilling to be a  good listener.  Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 A good listener does the following: Focuses on the speaker and what is being said Looks at the speaker and makes eye contact when possible Listens with an open mind Rephrases what was said to clarify that the intended message is  understood A good listener knows the joy of sharing and communicating  with others. Work to become the best listener you can be Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 10 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Leadership Roles  As a tech gains experience, he or she often asks  for guidance, not only for technical answers, but also for other  issues in the shop, such as paperwork and use of aftermarket parts The more experience the technician has, the more likely he or she  will be placed in a leadership and role model position Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 66 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 ADVANCEMENT SKILLS The job of a service tech becomes more valuable to the shop or  dealership if work can be accomplished quickly, without any  mistakes Being careful to avoid errors is the first consideration for any  service technician. With experience, the speed of accomplishing  tasks can and will increase.  More than speed is needed to become a master technician.  Problem solving and critical thinking skills are also needed While beginning technicians are usually not required to diagnose  problems, troubleshooting skills are very important toward  becoming a master technician.  67 Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Most master technicians follow a plan which includes: Always verify the customer concern Perform a visual inspection and check for possible causes of the problem, including damage from road debris or accidents Use a scan tool and check for stored diagnostic trouble codes  (DTCs) Check service information for technical service bulletins  (TSBs) Check service information and follow diagnostic trouble charts Locate and correct the root cause of the problem Verify the repair and document the work order The process of analyzing, evaluating information and making a  conclusion is called critical thinking Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 68 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Housekeeping Duties A service tech is usually responsible for keeping his or her work area  clean and tidy. Good housekeeping includes the following: Clean floor.  If coolant or oil is spilled on the floor during a  repair procedure, it should be cleaned before starting another  job Items kept off the floor.  It is easy to allow parts and other  items to be stored in and around the toolbox and in corners.  However, having items on the floor makes keeping the area  clean and neat looking very difficult 69 Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Keeping “Things” Off the Floor To make cleaning easier and for a more professional shop appearance, keep only those items on the floor that have to be on the floor and find a place off the floor for all other items Keep areas around exits and fire extinguishers clear. Do  not store or place parts, boxes, or shop equipment, such as  floor jacks and testers, near exits and fire extinguishers. This  helps ensure that people can have easy access to exits or the  fire extinguishers in the event of an emergency Avoid spraying chemicals in the air. To help keep the air in  the shop clean, keep the use of spray chemicals, such as brake  cleaner, to a minimum and avoid spraying where it could  result in affecting the air others breathe Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 70 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Look at the Shop from a Customer’s Point of View To determine if the shop and other technicians look professional, step outside and enter the shop through the same door as a customer Now look around Look at the shop and the other technicians Does the shop give the appearance of a professional service facility? If not, try to improve the look by asking the shop owner or service manager to the same thing in an attempt to create a more professional looking shop Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 71 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Write it Down If a technician needs to have another technician finish a repair due to illness or some other reason, be sure to write down exactly what was done and what needs to be done Verbal communication, while very effective, is often not a good way to explain multiple steps or processes For example, the other technician could easily forget that the oil had not yet been added to the engine, which could cause a serious problem if the engine were to be started If in doubt, write it down Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 72 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 JOB EVALUATION In most jobs, there is an evaluation of performance. A beginning  tech should be able to do the following: Follow instructions. The trainee should follow the instructions  of the mentor or service manager. This includes making sure that  the person is notified when the job has been completed and if  there were any problems Do No Harm. Avoid exerting a lot of force to door panels or  other components to help avoid breaking clips or components.  Always use the right tool for the job. Always think before acting,  “Am I going to hurt something by doing this?” 73 Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Keep a neat and clean appearance.  It is normal to get dirty  while performing service work on a vehicle. However, after each  job is completed or even during the repair, try to keep as clean as  possible Ask that your work be checked.  Even though the trainee thinks  that the service or repair was done correctly, until confidence has  been established, it is wise to ask to have all work double­ checked CAUTION: Never allow a mistake to reach the customer. It is only a  problem if it cannot be corrected 74 Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Informal Evaluation In many cases, a beginning technician’s  activities are simply observed and noted, which is a type of  informal evaluation. Both are usually done and both can influence the technician’s pay Formal Evaluation  The mentor and/or service manager may or may not conduct a written evaluation on a regular basis If a written evaluation is performed, this is called a formal  evaluation. A formal evaluation usually includes many points of discussion Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 75 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 76 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 Don’t Cover Up Mistakes Everyone makes mistakes While a damaged component or vehicle is never a good thing to have happen, the wise technician should notify the service manager or other person in charge as soon as a problem or accident occurs Only then can work begin to correct the problem If a mistake is hidden, eventually someone will learn about the error, and then people will not think it was wise to ignore or to cover up the situation NOTE: Most employees are fired from a job as the result of not being able to get along with others, rather than a lack of technical skills Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 77 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 SUMMARY Professionalism and personal credibility are important to the  success of any service technician A mentor is an experienced technician who helps a beginning  technician in all aspects of the trade A mentor can help a beginning service technician not only  quickly learn how to perform automotive service and repair  procedures, but also can provide career and personal  development guidance The beginning service technician (trainee) has a responsibility  to ask questions and act in a professional manner 78 Continued Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 SUMMARY (cont.) Evaluations can be formal or informal Before a tech starts work on a vehicle, the work order should be read carefully to determine exactly what service is needed If a technician is asked to talk to a customer about a repair,  discuss the original problem (concern), what was found (cause),  and what was done to correct the fault (correction) A technician should always document the work order and  follow the vehicle manufacturer’s recommended procedures Most technicians are paid on a flat­rate basis Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 79 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458 end Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition By James D Halderman 80 ©©2008 2009Pearson PearsonEducation, Education,Inc Inc Pearson PearsonPrentice PrenticeHall Hall- -Upper UpperSaddle SaddleRiver, River,NJ NJ07458 07458