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Explain using diagrams where appropriate, the key organisational structures, functions, roles and limits of responsibility, of the personnel in a typical medium to large company within the automotive work environment.-647699-3175Branch manager: Head of the specific dealership branch and would report to the company hierarchy.Body shop manager: In charge of all the work taking place in the body shop and assessing work times and costsBody specialist supervisor: Carry out and over see finished work along with assessments and costs.Preppers: Working closely with the paint shop and body specialists to prepare vehicles for work.Panel beaters: Specialise in dent removal and general body removal and replacement.Apprentice bodyshop: Most likely assist in panel beating, removal of damaged parts and tidying the workplace.Repair workshop manager: In charge of work schedule for vehicles coming in and responsible for fast turn-around of repairs.Master tech: Highly trained technician who is skilled at in depth fault diagnosis and advanced mechanical procedures.Technicians: Mechanics with good diagnosis skills and electrical skillsMechanics: Experienced with working on vehicles and replacing components.Apprentice mechanics: Will assist in removing and replacing components, low level repairs and keeping the workplace tidy.Paint shop manager: Over sees the paint shop and authorizes orders.Supervisor: Maintains safety and good working practice and is in charge of the painters.Painters: Work closely with the preppers in getting vehicles painted fast and to a good standard.Preppers: Will do necessary work to get the vehicle in ready for paint work or similar.Apprentice paint shop: Help prepare vehicles and prepare tools for use.Valeting manager: In charge of valeting across the whole branch and orders in the specialist equipment.Valeting specialist supervisor: In charge of the valeters and makes sure vehicle are clean and presentable across the forecourt and to the customer.Valeters: Keep vehicles clean and presentable.Apprentice valeters: Will learn how to clean vehicles correctly and keep the company branch presentable.Parts manger: Makes orders of stock and communicates with factory OEM parts sources.Parts supervisor: In charge of the parts advisors and maintains efficiency in the department.Parts advisor: Talks to colleagues and customers on what parts to use/purchase and sells goods.Assistants and logistics: Packaging of goods and delivery to specific addresses.Apprentices parts: Will learn how to use specialised computer systems and communicate with customers along with picking parts for dispatch.Sales manager: In charge of the actions of the sales team, authorizing deals on vehicles and finalization of transactions.Salesperson: Direct communicators to the customers on the showroom floor. and in most cases will oversee the process of purchasing as well as test drives and product demonstrations.Apprentice sales: Will learn transactions, how to deal with customers and sell the vehicles/products.Main office: This area would contain the clerical side of work such as records, statistics and company traffic. Recruitment manager will be in charge of hiring staff along with a receptionist who directs communication around the business. Human resources will deal with internal business support such as wages. Finally assistants and apprentices in this area will deal with filing and recording data.Describe how the areas listed below would relate to each other within a large automotive dealership.A: body shop- Apprentice body workers, panel beaters, preppers and painters in that workshop along with a body shop manager and supervisor/assistant manager. Would work closely to the paint shop due to the close relation of body repair and re-spraying. Will also be in contact with valeting to finalise repaired vehiclesB: vehicle repair workshop- For all the mechanical work. apprentices mechanics, mechanics, technicians and master techs, a supervisor or foreman and a workshop manager.C: paint shop- Closely related to the body shop, Apprentices, painters, finishers (may link to valeting) along with a supervisor and paint shop manager. Would also be in contact with valeting.D: valeting- The valeting area with valeters and a manager controlling the quality of the work and cleaning. Valeting specialists will also deal with pre delivery inspections. The valeting area always has it’s place after each job is completed in the body shop and the vehicle repair shop. It is a complimentary service that the dealership provides to give that extra thing to the customers to make them happy with the service they have paid for etc. It would be linked with sales typically upon purchase of a car.E: vehicle parts department- Parts advisors, assistants and a parts manager to control parts sales, orders, and stock control. The parts department are in communication to all the workshops to provide the technicians with the correct parts instantly from stock or from ordering in next day service, but they also serve trade accounts elsewhere for parts supplies to the motor trade and also public customers.F: main office- Houses all the managers in the dealership, including the Dealership Manager, Branch manager or similar. Also you will have the recruitment department, human resources as they work on advertising, vacancies, wages etc. Main office will mostly interact with the sales managers.G: vehicle sales- Approx 4 salespersons on the floor and a sales manager that controls finalised sales. the salespersons are dealing with to the customers, for example: If the customer wants the price to be reduced on a vehicle the salespersons goes through the sales manager and he or she can say whether they can go ahead with it as all sales can include a various amount of discounts per day etc. This can also connect to the main office especially when it comes to vehicle prices. Vehicle sales has constant communication with the main office to get the deals with customers and make sure sales are completed.H: reception- There’s usually just one person on reception but sometimes there can be two or more depending on how busy the dealership can be. It’s likely that the reception can contact/phone any of the apartments above to communicate with. The reception is the main front to all customers whether they are trade or public, and they direct calls to each department, they also forward information onto managers and salespersons etc.A customers’ new vehicle has been returned to the repair workshop for a repair on the engine (or body), which involves parts replacement under manufacturers’ warranty. The repair is one which has not been undertaken before at the workshop.In order to carry out the complete task, explain:-A: The type of information that would need to be obtained.Customer details (saved on computer when vehicle was purchased.Vehicle information: Make, model, VIN, colour, previous work history, how old the vehicle is (is it still under warranty?) mileage.Details of the problem, the describing what happened (typically for mechanical diagnosis).B: Where it may be found.Workplace computer, digital archive or paper based records.C: The importance of interpreting the information correctly.Ordering the correct part.Not wasting the customers time.Causing damage to the vehicle by fitting the wrong component. In worst cases the customer could potentially have an accident because of an incorrect part being fitted. Correct adjustment of the part if it possesses any form of adjustment for example a steering column or track rod ends.D: The procedure for locating the correct parts.Parts computer or specialist software if available.paper based tech manual specific for the vehicle.Contact a parts supplier or dealership parts center for advice.Check corresponding part numbers/codes that may be on the product itself.Describe by using typical examples, where the following types of communication would be used in an automotive environment.A: verbal- Used all the time, reactions and response, tone of voice, safety in the workplace, formal and informal.B: signs and notices- MOT, PPE, VPE, COSHH, sign, instruction, warning, formal and informal communication, delivery notices, insurance.C: memos- Memos to staff, sticky notes, staff, reception, instant messages via tablets and mobile hardware.D: telephone- Contact details, job bookings, dates times, cost parts labour, car history, bank details, VAT on credit cards.E: electronic mail- Contact list, all departments, structure, information to groups, record of evidence, used for sending large of data, proof of sending, subscriptions to deals etc..F: vehicle job card- Details of work, make model, VIN, previous work, equipment used, auto data, parts, disclaimer.G: notice boards- MOT, PPE, VPE, COSHH, sign, instruction, warnings, formal and informal communication, delivery notices, insurance, parking.H: SMS text messages- Quick marketing, MOT or servicing reminders, notifications, reminders.I: letters- To staff, customers, MOT reminders, manager, offers, boss, accountants, bills, apologies,technical service bulletins.Explain how to develop working relationships with colleagues and customers in the automotive workplace.Developing good working relationships with colleagues and customers in the workplace can be achieved by doing the following:First impressions The first few seconds could make the difference between a customer choosing to get work done at a certain garage. Whether its them calling and getting a polite response on the phone, or driving to a garage and seeing that it’s a very well presented and professional establishment could be munication Extra Checks – When vehicles are worked on it can be ideal to notify the customer of any other areas that require attention. By showing you have taken a bit more time into making sure the customer has a good idea of their vehicles status they could return in the future.Politeness To your colleagues and customers. Remembering people’s names and being accommodating to their needs by showing enthusiasm to helping out.PunctualityBeing at work on time and working to deadlines.RespectTo your colleagues and customers.ResponsibilityBeing able to take responsibility for your actions and consequences.TransparencyBeing clear about work and what you can do.HonestyBeing honest in the workplace for example: understanding how specialised equipment works before using it.MethodicalBeing able to work in a manner that is safe, correct and organized.Customer careKeeping the customer in mind and taking good care of their vehicle.Making the best out of a bad situationGiving the customer the best options and advice.Customer feedbackAllow customers to submit feedback easily to develop a strong platform for showing your business has good customer service.Representing the company out of workMake sure you are professional out of work as well and how you talk about your company even through online forums and social media.To keep a positive attitudeKeeping a positive attitude in the workplace.Situations outside of the workplaceDo not bring outside issues into the workplace especially if they can affect work performance between colleagues.Maintain relationships in the workplaceKeep a good social vibe within the workplace so colleagues and customers communicate well.Out of the workplace trainingActivities and training outside of the workplace can help build good relationships between colleagues and even people who work in different departments. ................
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