Q AT 690 Chapter 3 Notes – Human Resources (107 points) Name __________________________ 1. The most valuable resource of any company is it’s _________________. 2. The product of the service shop __________ ____________ is not generated without a host of qualified people. 3. In a small shop, individuals need to have multiple ______________and perform several jobs. 4. Service is not simply a matter of ______________ cars. There is much more to the process. 5. The ______________ ______________ has face-to-face contact with the customer and is extremely important to the operation of the service department. 6. The cashiers meeting with the customer is usually the___________ step of the process, the cashier has the unique responsibility for leaving the last impression on the customer. 7. The outcome of this encounter can strongly influence overall ________________ ________________________. 8. What are at least 3 skills that a cashier needs? (3pts) 9. The dispatcher manages the daily ___________________ of the shop and is responsible for the _____________________ of work throughout the shop. (2pts) 10. In medium to small shops this role may be the responsibility of the _________________ ____________________. 11. The dispatcher is responsible to get the work to the _______ ________________ technician. 12. The dispatcher’s ability to assign the right work to the right people at the right time has a profound impact on the _______________________ of the shop and individuals. 13. The dispatcher must also think and respond________________. 14. One of the skills the dispatcher needs to have is to be highly ________________. 15. The dispatcher does not need to be an expert ____________________ but must have the skills and knowledge of the technical aspects of automobile. 16. The dispatcher needs to possess a keen ability to ________________, ________________ and _________________ to changing situations. (3pts) 17. The person responsible for evaluating the repair order to determine what the technician should be paid for the repairs is the ____________ _______________. 18. In some organizations this person is known as the _________________. 19. The claims administrator does not have face-to-face contact with the customer and must depend solely on the _________________ ________________ documentation from the service advisor or the technician. 20. Claims administrators use labor standard time guides to make sure the charges to the customer and what the technician is paid are _______________ and ____________________. (2pts) 21. If the shop performs warranty work they will have a set of _______________________ produced labor time guides. 22. Labor standard time guides are often referred to as _____________-_____________ manuals. 23. What can result from a claims administrator not being familiar with labor time guides? 24. The claims administrator needs to be very _______________ oriented. 25. The skills needed by the claims administrator are ____________________, ____________________ understanding and ability to work with ______________________. (3pts) 26. The person that is considered the on-the-field coordinator of day-to-day activities is the _____________ _______________________. 27. Name 4 duties of the shop foreman? (4pts) 28. The shop foreman needs to possess a very high level of ____________________ skills. 29. The shop foreman does not have to be the ___________________ at performing repairs but must be the best at fixing them right the first time. 30. The shop foreman needs to be a good ________________________. 31. The ___________________ ___________________ is the front-line employee and the face of the company in the service shop. 32. Name 5 major responsibilities of the service advisor (5pts) 33. The service advisor has many skills and the most important skills is being ________________ organized and be able to _____________________ clearly and concisely with customers and fellow employees.(2pts) 34. The service advisor must be able to translate the information from the ______________________ to the ___________________________ and from the ______________________ back to the customer. (3pts) 35. The service advisor must also posses a great deal of ______________ and ___________________ skills.(2pts) 36. The lead technician is normally the most qualified ___________________ technician in the shop. 37. If there is no lead tech the shop _____________________ usually performs the lead technician,s responsibilities. 38. It is rare for anyone to be selected as a lead technician unless he or she is ____________ master certified and has a minimum of ____________ years of full time field experience. (2pts) 39. The lead technician must be a leader and needs to have the ability and willingness to help provide local ________________ to fellow employees to increase productivity. 40. The _________________ must have good driving record, a pleasant personality to deal with co-workers and customers, and the ability to be a self-directed worker. 41. Name 5 duties of the Porter? (5pts) 42. A __________________ specialist may be someone who contacts parts stores, run to pick up parts or work at a facility that has a full scale parts operation that is considered a profit center within the company. 43. A parts specialist needs to be _______________ oriented with the ability to identify the right part that requires ______________________ and ____________________. (3pts) 44. A shop that has an internal parts operation, the parts specialist must develop and maintain a real-time system of _____________________ control. 45. The parts specialist must possess _________________ analysis and ____________________ skills because of the large investment tied up in parts inventory. (2pts) 46. The automotive ______________________ are the heart of the repair shop. 47. The technician is the only one who is directly responsible for producing _____________ which is the sole major product that the service shop sells/ 48. Technicians are considered the only _____________________ employee. 49. Most shops require that technicians have a minimum of _____________________technical training or equivalent in direct industry experience. 50. Many shops require technicians earn ___________certification and keep them up to date. 51. Technicians are also required to attend ongoing ________________ provided by various organizations. 52. Customer satisfaction is the key to _________________ sales and future success of an organization. 53. Customer satisfaction can be performed __________________ or by an _________________ service.(2pts) 54. The person who is takes a proactive approach to assuring customer satisfaction is the _______________ ________________________ specialist. 55. Repeat customers and their goodwill and _________________to_________________ testimonials about the company are the best advertising. 56. Skills needed for a customer relations specialists are ________________skills, __________________ _____________________ handling skills, telephone ______________ and__________________ skills.(4pts) 57. The ____________________ manager is responsible for the smooth coordination of all of the jobs and functions in the repair shop. 58. The service managers main functions are ____________________, ___________________ and ______________________.(3pts) 59. The service manager is expected to operate his department as a company within a _________________. 60. Name 5 service manager responsibilities? 61. The __________________ ___________________ is usually only in larger repair shops and dealerships and his responsibilities are similar to a service manager. 62. The major difference between the service manager and service director is the scope of _______________________. 63. The service director is responsible for the management of ___________________ distinct departments and services. 64. Name at least 5 departments that a service director would be in charge of? (5 pts) 65. The service director’s knowledge, skills and abilities are much like the service manager but he also needs to be an excellent __________________ and _________________ to maintain a sense of fairness and balance between the operations and egos present in all the different operations.(2pts)