NZQA Expiring unit standard
988 version 7
Page 1 of 4
Title
Demonstrate knowledge of automotive Service Manager's roles
Level
6
Credits
20
Purpose
This theory based unit standard will give an introduction to
automotive service management for people who are
considering a career change or have recently changed
occupations into this area. People credited with this unit
standard are able to demonstrate knowledge of: the Service
Manager's responsibilities and involvement; methods of
controlling performance, quality, and expense in an automotive
service department; planning, selling service, and maintaining
reporting systems in an automotive service department; and
establishing and maintaining good employee relationships in an
automotive service department.
Classification
Motor Industry > Automotive Administration
Available grade
Achieved
Explanatory notes
1
The following legislation, regulations, and their amendments are required to be
consulted and followed where applicable:
– Consumer Guarantees Act, 1993;
– Employment Relations Act, 2000;
– Fair Trading Act, 1986;
– Health and Safety in Employment Act, 1992;
– Resource Management Act, 1991.
2
Reference to company procedures and company policy means that the standard
must comply with any policies, procedures, and requirements of the company
involved, and the ethical codes of relevant professional management organisations.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
988 version 7
Page 2 of 4
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of the Service Manager's responsibilities and involvement.
Evidence requirements
1.1
The area of responsibility of a Service Manager in an automotive workshop is
defined.
Range
1.2
a medium sized organisation for dealership service supporting –
productive workshop staff, service advisers, service clerks, service
cashier, dispatcher, and shop foreperson.
The extent of involvement with other departments in an automotive business is
identified.
Range
parts department, new car department, used car department, other
franchises.
Outcome 2
Demonstrate knowledge of methods of controlling performance, quality, and expense in an
automotive service department.
Evidence requirements
2.1
Methods of controlling performance of a service department are described
according to company policy.
Range
2.2
Quality control techniques for an automotive service department are identified.
Range
2.3
daily operating control, efficiency and productivity control, comeback report, warranty report, telephone survey, monthly forecast.
acceptance of the job, diagnosis, follow through, completion of the
job, workmanship, final testing, presentation to the customer,
customer feedback, employee feedback.
Methods of controlling expense in the service department are described
according to company requirements.
Range
areas of control – staff, parts and equipment inventories, credit
and collections, selling, servicing, facilities;
expense management – service department performance
analysis, expense accounts, planning expense actions,
establishing guidelines and policies, assigning authority,
evaluating results and determining additional improvements.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
988 version 7
Page 3 of 4
Outcome 3
Demonstrate knowledge of planning, selling service, and maintaining reporting systems in
an automotive service department.
Evidence requirements
3.1
Work flow planning and controlling procedures in an automotive workshop are
described according to company policy.
Range
3.2
Service selling techniques are described according to company policy.
Range
3.3
greeting customers, diagnosing jobs, repair ordering, pricing,
scheduling for completion, service work, progress checking, final
inspection and quality checking, delivery to customers, follow-up.
planning and co-ordinating service promotion activities, initiating
and evaluating customer follow-up programmes including
telephone surveys, selling hours, selling parts in the workshop,
finding extra work, promoting the company image, guarantees to
satisfaction, methods of advertising, promoting and selling service,
evaluating results.
Maintenance of reporting systems is described according to company
requirements.
Range
customer records, personnel and training records, service
operating control records, service department daily sales record,
efficiency and productivity control records, sales and profit record,
repair order analysis, warranty claim forms.
Outcome 4
Demonstrate knowledge of establishing and maintaining good employee relationships in
an automotive service department.
Evidence requirements
4.1
Methods of establishing and maintaining good employee relationships are
described according to company policy.
Range
job descriptions of service staff, evaluating and improving
performance of service staff, well being of staff, conducting shop
meetings, ensuring product knowledge and technical training
requirements are up-to-date, hiring, disciplinary action.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
988 version 7
Page 4 of 4
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
9 November 1993
31 December 2016
Review
2
4 October 1996
31 December 2016
Review
3
26 February 1999
31 December 2016
Revision
4
14 January 2002
31 December 2016
Review
5
25 June 2007
31 December 2016
Rollover
6
19 November 2010
31 December 2016
Rollover
7
20 November 2015
31 December 2020
Consent and Moderation Requirements (CMR) reference
0014
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or
an inter-institutional body with delegated authority for quality assurance, before they can
report credits from assessment against unit standards or deliver courses of study leading
to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Consent requirements and an outline of the moderation system that applies to this
standard are outlined in the Conesnt and Moderation Requirements (CMR). The CMR
also includes useful information about special requirements for organisations wishing to
develop education and training programmes, such as minimum qualifications for tutors and
assessors, and special resource requirements.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542
 New Zealand Qualifications Authority 2016