Basic Electronics Competencies
Manager Competencies
Jim
Fellows is the Chairman of the CSM Committee - [email protected]
The purpose in posting the proposed CATEGORIES and ITEMS list, for a course of study aimed at equipping appliance, electronics, and other service manager workers with skills required to efficiently and profitably direct the operations of a service department, is to seek comments. Comments may be made by anyone interested in helping the service and educational community recognize the content needed for a course of study, a text book, or business management seminar series.
Comments can take the form of suggesting one or more additional subjects that can be added to the below list. Or, a comment may suggest deleting a category or ITEM, with the notion that one clearly is so closely related to another on the list that the two should be combined. Another type of comment may be simply a better word description of the Category or ITEM, rather than that shown here.
Once NCEE participants have reached consensus on this ITEMS list, a new list, verbalizing all of the topics which should be taught, or learned, under each Category and ITEM, will be presented. Again, we will ask your opinion as to the relevancy of each ITEM listed under each of the competencies and the wording. Finally, after reaching consensus on the ITEMS, CATEGORIES and COMPETENCIES we will have reached the end result in a three-step process. This is the second step, obtaining agreement on the individual ITEMS knowledge a CSM must have.
We ask each group and each individual to become a commenter. We need dozens of Subject Matter Experts to take the previous work the various organizations have done in outlining the Service Manager skills and to combine all of the thinking into one set of standards the electronics and appliance industries can utilize. Because skilled service managers are needed in many other industries, these standards should be universal.
Where do you send your comments? To the Project Manager for CSM, Jim Fellows, at [email protected]. We hope to gather sufficient comments to complete the Competencies listing by August 1, 2004.
How do you volunteer to be a listed SME for the CSM project? Just send your e-mail address and name to the same e-address and say 'Count me in on CSM'.
Certified
Service Manager Categories & Items
1.0
Manager Responsibilities & Objectives
1.1
Qualifications
1.2
Personnel management
1.3
Dealing with personal problems
1.4
Company policies � handbook
1.5
Interdepartmental cooperation
1.6
Public relations
1.7
Financial management
1.8
Resource usage
2.0
Staff Integrity, Morals, Ethics
2.1
Company integrity
2.2
Management ethics
2.3
Employee ethics
2.4
Sexual Harassment � Prevention / Training
3.0
Personality Types � Worker Positioning
3.1
Labor relations
3.2
Personality types
3.3
Hiring practices
3.4
Motivation
3.5
Diversity / Inclusion
4.0
Personnel Profiles & Job Descriptions
4.1
Job descriptions & responsibilities
4.2
New employee orientation
4.3
Company policies & procedures
5.0
Team Building � Goal Setting
5.1
Work area responsibilities
5.2
Delegation of duties
5.3
Worker cooperation � involvement � time waste
5.4
Implementing plans
5.5
Think tanks
5.6
Goals & expectations
6.0
Employee Motivation
6.1
Goal Setting
6.2
Coaching
6.3
Counseling
6.4
Measurement and feedback
7.0
Training � Company Meetings
7.1
Planning � frequency
7.2
Worker participation
7.3
Progress reports & Testing
7.4
Staff training
7.5
Technician training
7.6
Product � accessories � service sales
8.0
Hiring � Employment Laws
8.1
Equal employment � discrimination
8.2
Job solicitation
8.3
Trial periods
8.4
Employment agencies
8.5
Probation periods
8.6
Job descriptions
8.7
Interviewing
9.0
Employee Compensation Systems
9.1
Hourly
9.2
Commission basis
9.3
Profit sharing
9.4
Stock options
9.5
Overtime
9.6
Bonus & Incentive programs
9.7
Health Insurance plans
9.8
401K / Retirement / Pension plans
10.0
Customer Relations Policies & Skills
10.1
Interpersonal relationships
10.2
Sensitivities
10.3
Emotions
10.4
Criticism
10.5
Personal problems
10.6
Personal hygiene
10.7
Dress code
10.8
Company pride
10.9
Respect (customer time, property, values)
10.10 Dispute
resolution policies
10.11 Dispute
reduction policies
10.12 Constructive
solutions to problems
10.13 Proper
telephone usage
10.14 Automated
systems
10.15 Tech
availability � communications
10.16 Employee abuse
10.17 Company policy
� implementation
10.18 Customer
follow-up
10.19 Computer /
Internet � usage and control
11.0
Service Policies & Procedures
11.1
Payment verification � all necessary warranty information, etc.
11.2
Out of warranty estimate policies
11.3
Technician / customer contact policies (efficiency)
11.4
Escalation policies (when to move to a higher technical level)
11,5
Service goals
12.0
Service / Production Area Development
12.1
Proximity to parts department
12.2
Easy access to service information (paper and electronic)
12.3
Easy access to technical assistance (internal, phone, fax, internet)
12.4
Repair fix database
12.5
Layout for efficient work flow
13.0
Test Equipment Needs and Procurement
13.1
Cost vs. return on investment
13.2
Sourcing � new or used
13.3
Quality / complexity vs. price
14.0
Financial Management
Financial
Statements
14.1.1 Profit & Loss
14.1.2 Balance Sheet
14.1.3 Cash Flow
14.1.4 Ratios
14.1.5 Accounting
14.1.6 Computerization
14.1.7 Tax Reports
Pricing
14.2.1
Competitive factors
14.2.2 Philosophy
14.2.3
Price vs. Profitability
14.2.4 Pricing Labor
14.2.5
Pricing Parts
`
14.2.6 Cost effectiveness
Labor Management
14.3.1 Productivity
Calculation
14.3.2 Scheduling
14.3.3 Documenting Employee
Expenses
14.3.4 Managing �Tough
Dog� repairs
14.3.5 Incentive Programs
14.3.6 Placement of
Technicians
14.3.7 Staff Support
14.3.8 Chronic Injury or
Sickness Claims
Money
Management
14.4.1 Pricing Guides &
Systems
14.4.2 Invoices � Billing
Protocol
14.4.3 Return on Investment
14.4.4 Credit Practices
14.4.5 Bad Debts
15.0
Parts Department Management
15.1
Pricing & Profit margins
15.2
Ratios
15.3
Stocking levels
15.4
Inventory turns procedure -
- cycle count vs. manual
15.5
Handling of parts returns; wrong
parts, damaged parts failed parts
15.6
Shrinkage
15.7
Vehicle inventory management
15.8
Small parts factors
15.9
Valuation
15.10 Counter sales
transactions - - profit or hidden burden
16.0
Warranties & Risk of Liability
16.1
Calculating warranty service profit or loss
16.2
Choosing profitable warranty work
16.3
Updating warranty repair payment schedules
16.4
Handling warranty parts
16.5
Analyzing warranty contracts
16.6
Service contracts
17.0
Contract Negotiation
17.1
Liability limitations and protection
17.2
Parts handling allowance
17.3
Contract cancellation policies
17.4
Long term vs. short term profits
18.0
Vehicle Procurement & Maintenance
18.1
Inventory (Also part of
Parts Dept. responsibility)
18.2
Tools & test equipment
18.3
Personal use policies
18.4
Shelves, racks, tool boxes, security
18.5
Communications equipment
18.6
Rent vs. leasing
18.7
Maintenance & security
18.8
Usage instruction
18.9
Training
18.10 Vehicle
use reporting
19.0
Advertising & Marketing
19.1
Advertising definition
19.2
Marketing definition
19.3
Service dept. involvement
19.4
Signage � visibility
19.5
Types of advertising
19.6
Marketing methods
19.7
Business identification
19.8
Letterhead, business cards, job tickets
19.9
Invoices & estimate sheets
19.10 Company policy
or product sheets
20.0
Licensing and Certifications
20.1
Business certifications � CSC, BBB, etc.
20.2
Staff certifications �CSS, CSM, etc.
20.3
Technician certification � CET, CSM, etc.
20.4
Local � state � federal licenses
21.0
Association Memberships / Involvement
21.1
Business membership benefits
21.2
Technical membership benefits
21.3
Association technical help
21.4
Association business help
21.5
Participation at seminars & tradeshows
21.6
Leadership training
21.7
Industry statistics & averages
21.8
Peer networking
22.0
Legal Responsibilities
22.1
Liability
22.2
Legal counsel
22.3
Government requirements
22.4
Industry rules
22.5
Contract labor
22.6
Small claims court usage
23.0
Quality Systems
23.1
CSC
23.2
ISO 9001
23.3
ISO 14001
23.4
Self defined systems � constant improvement
24.0
Security � Building / Inventory
24.1
Company owned goods
24.2
Customer owned goods
24.3
Internal theft
24.4
Security systems / cameras / recorders
25.0
Insurance
25.1
Liability
25.2
Property & Contents
25.3
Workman�s Compensation & Unemployment Insurance
25.4
Contract labor employees insurance
25.5
Vehicle � Liability & Contents
26.0
Safety / OSHA
25.1
OSHA record keeping / compliance
25.2
Shop environment practices
25.3
Service site practices
25.4
Vehicle hazards
25.5
Criminal hazards
25.6
Government regulations
25.7
Penalties for violations
27.0
Project Management
26.1
Project definition
26.2
Delegation
26.3
Determining staffing needs
26.4
Orienting the team
26.5
Measuring progress � results
26.6
Overcoming roadblocks