Automotive 4&5 Executive Summary 15.11.2011-V1

EXECUTIVE SUMMARY

DRAFT

STANDARD KEMAHIRAN PEKERJAAN KEBANGSAAN

(NATIONAL OCCUPATIONAL SKILL STANDARD)

EXECUTIVE SUMMARY

FOR

AUTOMOTIVE AFTER SALE EXECUTIVE LEVEL 4AUTOMOTIVE AFTER SALE MANAGER LEVEL 5

Jabatan Pembangunan Kemahiran

Kementerian Sumber Manusia, Malaysia

EXECUTIVE SUMMARY

1. Introduction

1.1. This NOSS document shows the structured career path of Automotive-After Sale personnel. It provides structured set of activities that enables a person who aspires to achieve competency in this particular occupation, ultimately enhancing him or her to embark on a career in automotive industry.

1.2. Automotive-After Sale Executive and Automotive-After Sale Manager is a pillar that comes under the automotive industry. 1.3. This NOSS is developed in respond to the request made by JPK. The area of NOSS was carried out by JPK, together with the industrial experts and is due to the current demand of the automotive Industry. The NOSS document shall be used as a basis for training and assessment by training providers in Malaysia.The expert panel made conclusion based on the Occupational Profile Chart below: Penyenggaraan Kenderaan Bergas Asli

(Natural Gas Vehicle Servicing)Penyenggaraan penyamanan Udara Kenderaan (Automotive Air-Conditioning Servicing)Servis Tayar

(Tyre Service)Pengetuk Panel Kenderaan

(Automotive Panel Beater)Penyenggaraan Kenderaan Bermotor

(Motor Vehicle Servicing)Penyenggaraan Kenderaan Perdagangan

(Commercial Vehicle Servicing)

L5Pengurus Automotif

(Automotive After Sales Manager)

L4Eksekutif Automotif

(Automotive After Sales Executive)

L3Pengetuk Kanan Panel Kenderaan

( Senior Automotive Panel Beater)Juruteknik Kenderaan Motor 3

(Motor Vehicle Technician 3)Juruteknik Kenderaan

Perdagangan 3

(Commercial Vehicle Technician 3)

L2Pemasang Sistem Gas Asli Kenderaan

(Natural Gas for Vehicle System Installer)Juruteknik Penyamanan Udara Kenderaan

(Automotive air-conditioning Technician)Juru

teknik Servis Tayar

(Automotive Tyre Service Technician)Pengetuk Panel Kenderaan

(Automotive Panel Beater)Juruteknik Kenderaan Motor 2

(Motor Vehicle Technician 2)Juruteknik Kenderaan Perdagangan 2

(Commercial Vehicle Technician 2)

L1Juruteknik Automotif 1

(Automotive Technician 1)

Fig 1.1 Occupational Profile Chart for Automotive Personnel2. The Scope of Development

2.1. The scope of development is based on the NOSS Job titles listed below with reference to the Occupational profile Chart in figure 1.1.

1) Automotive-After Sale Executive

-Level 4

2) Automotive-After Sale Manager

-Level 5

3. Development Sessions

DATEVENUEACTIVITYNO. OF PARTICIPANTS

09/05/2011 to

13/05/2011 Hotel Seri Malaysia

Ayer KerohJob Analysis11

3/06/2011 to

17/06/2011Hotel Equatorial, Cameron Highland, PahangTask Analysis

10

13/11/2011 to

17/11/2011Hotel Hydro,

P. PinangProof Reading and Validation9

4. Pre-requisiteIndividual interested in this Programme should complete total training duration which covers the whole tasks as stipulated in the NOSS for respective job titles. The training must be carried out in an accredited training centre only. The pre-qualification for the enrolment of the training Programmes, as stipulated below: a. Automotive-After Sale Executive Level 4

i.Sijil Kemahiran Malaysia (SKM) Level 3;

ii.Working Experience in Automotive Industry;iii.Literate and numerate in Bahasa Melayu or English andiv.Physically and mentally fit

b. Automotive-After Sale Manager Level 5

i. Sijil Kemahiran Malaysia Level 4;

ii. Working Experience in automotive Industry; and

iii. Physically and mentally fit

Those with relevant working experience can also be certified through Accreditation of Prior Achievement (APA) system.5. Rationale The NOSS of Automotive-After Sale Executive (Level 4), and Automotive-After Sale Manager (Level 5) are standards specially developed for skill workers in the Automotive sector in the country. The development for these new NOSS were requested by the industry due to the increasing demand of skilled workers in this sector and because of the rapid growth in the Automotive Sector due to globalisation had resulted in various new technologies, applications and methods of practices being applied in the automotive after sales industry nationwide. There are 19,016,782 registered vehicle in year 2010 (this information is based on a statistic produced by the Road Transport Department). The change of technology, growth of car population and demand for higher skill for maintenance and servicing, make future for these Automotive After Sale expert is very bright and a pathway to a flourishing and rewarding career offering them the opportunity of being technical expert. The proposal has been made to ensure the competency of these skilled workers is documented and can be set as a standard and reference for the training, job modification, career advancement and certification. This is also to ensure that the labour market can fulfill the requirements expected by the industry.The existence of this specific NOSS enables the automotive personnel to be certified and their skills recognized locally and internationally. This value added recognition will enable the automotive personnel to gain employment in the automotive sector or to operate their own business in automotive sector.

committee members for JOB ANALYSIS SESSION

AUTOMOTIVE-AFTER SALE EXECUTIVE

- LEVEL 4

AUTOMOTIVE-AFTER SALE MANAGER

- LEVEL 5

PANEL

1.En. Chong Toong Shing Managing Director

MASC Tech (M) Sdn Bhd

2.En. Cheah Wing YewAdvisor

BERMAZ Trading Sdn. Bhd.

3.En. Hung Yew KimManager

Proton Berhad

4.En. Moin bin Haji HussienManaging Director

Precious Galaxy Sdn. Bhd.

5.En. Leong Cheng ChowIndustri Otomobil Arus Pelangi Sdn. Bhd.

6.En. PeriasamyEmas Link Trading

7.En. Mohamad Rusli bin AliCreative Technology Resources

8.En. Nor Azam bin Haji KamisanAMK IKKYU Corp Sdn. Bhd.

FACILITATOR

1.Pn. Hjh. Khadijah Binti Mohd NoorBahagian NOSS


PROGRAM MANAGER

1.En. Mohd Faisal Bin AhmadBahagian NOSS


SECRETARIATE

1.En. Jefrizain Bin Abdul RashidBahagian NOSS


committee members for TASK ANALYSIS SESSION


- LEVEL 4


- LEVEL 5

PANEL



2.En. Cheah Wing YewAdvisor

BERMAZ Trading Sdn. Bhd.

3.En. Hung Yew KimManager

Proton Berhad

4.En. Husin bin Mohd DinManaging Director




7.En. Mohamad Rusli bin AliCreative Technology Resources

FACILITATOR



PROGRAM MANAGER



SECRETARIATE



committee members for TASK ANALYSIS SESSIONAUTOMOTIVE-AFTER SALE EXECUTIVE

- LEVEL 4


- LEVEL 5

PANEL



2.En. Moin bin Haji HussienManaging Director



4.En. Zakri bin IbrahimProton Holdings Berhad


6.En. Muhidzir Bin AliLong G Auto Services Sdn. Bhd.

7.En. Azman Bin MohamedNAZA Automotive Manufacturing

8.En. Sharuddin AbdullahNAZA Kia Academy

9.En. Azizi Bin OthmanProton Holdings Berhad

10.En. Noor Baidrulnizar Bin Abu BakarGreen Oranges Engineering Sdn. Bhd.

FACILITATOR



PROGRAM MANAGER



SECRETARIATE



committee members for VALIDATION & PROOFREADING session


- LEVEL 4


- LEVEL 5

PANEL

1.En Ahmad Zakri bin IbrahimSection Manager

Proton Holdings Berhad

2.En. Hung Yew KimSenior Executive


3.En. Leong Cheng ChowHead of Waranty / Service

Industri Otomobil Arus Pelangi Sdn. Bhd.

4.En. Cheah Wing YewAdviser After Sales

Bermaz Motor Sdn Bhd

5.En. PeriasamyConsultant

Emas Link Trading

6.En. NorAzam bin KamisanConsultant

AMK Ikkyu Corporation Sdn Bhd

7.En. Azman Bin MohamedSenior Team Leader

NAZA Automotive Manufacturing

8.En. Azizi Bin OthmanSenior Executive


FACILITATOR



PROGRAM MANAGER



SECRETARIATE



7 NOSS SUMMARY

Number of DutyNo. Of TaskNo of Tasks per Duty

L1L2L3L4L5

Duty 1---729

Duty 2---538

Duty 3---246

Duty 4---325

Duty 5---639

Duty 6---4610

Duty 7---325

Total

Duties = 11---3022Total

Tasks = 52

5 PROPOSED JOB PROFILE CHART

AUTOMOTIVE- AFTER SALE EXECUTIVE

- LEVEL 4

AUTOMOTIVE- AFTER SALE MANAGER

- LEVEL 5

DUTY TASK

ADMINISTER RULES & REGULATIONS

ENSURE COMPLIANCE OF FIRE SAFETY REQUIREMENTS

1. Identify fire safety regulation requirements2. Identify workshop layout3. Obtain firefighting equipment4. Assure fire safety requirements complied5. Record compliance of fire safety requirements status

ENSURE COMPLIANCE OF MACHINERY DEPARTMENT REQUIREMENTS

1. Identify Machinery Department Requirements2. Verify workshop equipment and facilities functionality3. Assure Machinery Department requirements complied4. Record compliance of Machinery Department requirements status

ENSURE COMPLIANCE OF DEPARTMENT OF ENVIRONMENT (DOE) REQUIREMENTS

1. Identify Department of Environment (DOE) Requirements

2. Identify Workshop layout and facilities impact on environment preservation

3. Assure Department Of Environment (DOE) Regulations complied4. Record compliance of

Department of

Environment (DOE) regulations status

0101.01L401.02L401.03L4


ENSURE COMPLIANCE OF COMPANY RULES AND REGULATIONS

1. Identify companys rules and regulations (After Sales Department)

2. Disseminate companys rules and regulations3. Assure companys rules and regulations complied4. Record compliance of

companys rules and regulations implementation status

ENSURE COMPLIANCE OF ROAD TRANSPORT ORDINANCE 1. Identify Road Transport Act and Rules

2. Assure Road Transport Act and Rules complied3. Record compliance of Road Transport Act and Rules

ENSURE COMPLIANCE OF LOCAL COUNCIL REQUIREMENTS

1. Identify local council requirements

2. Check implementation of local council requirement status3. Assure local councils requirement complied4. Record compliance of

Local Councils requirement status

0101.04L401.05L401.06L4


ENSURE COMPLIANCE OF OCCUPATIONAL SAFETY AND HEALTH ACT (OSHA) REQUIREMENTS

1. Identify Occupational Safety and Health Act (OSHA) Requirements

2. Assure Occupational Safety and Health Act (OSHA) requirements complied3. Record compliance of Occupational Safety and Health Act (OSHA) requirements

ENFORCE COMPLIANCE OF COMPANY RULES AND REGULATIONS

1. Identify company rules and requirements

2. Impose company rules and requirement3. Analyse company rules and regulations enforcement

ENFORCE COMPLIANCE OF STATUTORY AND REGULATORY BODY REQUIREMENTS

1. Identify statutory and regulatory bodies requirements

2. Extract relevant acts and regulations3. Impose Statutory & Regulatory Body requirements

0101.07L401.08L501.09L5

MANAGE HUMAN RESOURCE FUNCTIONS PLAN MANPOWER REQUIREMENTS

1. Identify business activities

2. Survey business viability

3. Analyze existing manpower4. Identify manpower needs5. Produce manpower plan

CONDUCT AFTERSALES TRAINING NEEDS ANALYSIS

1. Identify personnel requirements2. Identify personnel competencies3. Execute after sales training needs data analysis4. Record after sales training needs data analysis

ORGANISE PROFESSIONAL DEVELOPMENT PROGRAMME

1. Identify professional development requirements2. Identify professional development programme3. Identify participant for training development programme4. Arrange professional development programme

0202.01L402.02L402.03L4

MANAGE HUMAN RESOURCE FUNCTIONS MAINTAIN WORKPLACE HARMONISED WORKING ENVIRONMENT

1. Identify existing situation of the workplace2. Analyse existing situation of the workplace3. Identify harmonised working environment requirements4. Design harmonised working environment activities5. Execute harmonized working environment activities 6. Record harmonised working environment activities

ORGANISE DEPARTMENT MEETING

1. Identify meeting requirements2. Acknowledge respective sections for departmental meeting3. Arrange department meeting

PLAN SUBORDINATE PROFESSIONAL DEVELOPMENT PROGRAMME

1. Identify subordinate professional development requirements2. Identify subordinate professional development programme 3. Schedule subordinate professional development plan4. Produce subordinate professional development programme plan

0202.04L402.05L402.06L5

MANAGE HUMAN RESOURCE

FUNCTIONS CONDUCT SUBORDINATE PERFORMANCE APPRAISAL

1. Identify subordinate to be appraised2. Check subordinate performance3. Identify performance level4. Appraise subordinate

CONDUCT MANAGEMENT MEETING

1. Identify management meeting requirements

2. Identify management meeting activities 3. Execute management meeting4 Record management meeting

0202.07L502.08L5

MANAGE BUSINESS STRATEGY AND PLANNING

IMPLEMENT BUSINESS STRATEGY AND PLAN

1. Study business strategy and plan

2. Check department business status3. Delegate implementation activities4. Execute business strategy and plan

ENSURE ACHIEVEMENT KEY RESULT AREA (KRA)

1. Identify Key Results Area (KRA) requirements2. Check implementation of Key Results Area status3. Assure KRA achievement4. Record Key Results Area (KRA) implementation achievement

DEVELOP BUSINESS STRATEGY AND PLAN

1. Identify objective of business strategy and plan2. Analyze department business status3. Arrange business strategy and plan activities4. Produce business strategy and plan

0303.01L403.02L403.03L5

MANAGE BUSINESS STRATEGY AND PLANNING

PLAN DEPARTMENTAL BUDGET

1. Study departmental expenses

2. Obtain after sales business activities information

3. Identify budget forecast

4. Produce department budget planDEVELOP DEPARTMENTAL GOAL 1. Identify objective of goals

2. Analyze department business requirements

3. Set department goal

4. Establish department goal

ENSURE ACHIEVEMENT OF KEY PERFORMANCE INDICATOR (KPI)1. Identify Key Performance Indicator(KPI) requirements

2. Monitor implementation of Key Performance Indicator(KPI) status

3. Verify Key Performance Indicator(KPI) achievement

4. Submit Key Performance Indicator(KPI) implementation achievement report

0303.04L503.05L503.06L5

MANAGE DEPARTMENTAL FACILITIES AND EQUIPMENTPLAN WORK PLACE LAYOUT

1. Identify workplace layout requirements

2. Obtain workplace layout requirements3. Analyze workplace layout requirements4. Produce workplace layout

ORGANISE DEPARTMENTAL FACILITIES AND EQUIPMENT

1. Identify departmental facilities and equipment.

2. Check department facilities and equipment specification.

3. Arrange departmental facilities and equipment placement

4. Assure departmental facilities and equipment functionality

5. Execute acceptance of departmental facilities and equipment procedure

PLAN PREVENTIVE MAINTENANCE SCHEDULE

1. Identify workshop facilities equipment and tools

2. Check operation schedule3. Check facilities equipment and tools maintenance requirement4. Arrange maintenance activities5. Schedule preventive maintenance6. Produce preventive Maintenance schedule

0404.01L404.02L404.03L4

MANAGE DEPARTMENTAL FACILITIES AND EQUIPMENTMONITOR DEPARTMENTAL FACILITIES AND EQUIPMENT MAINTENANCE ACTIVITIES

1. Identify type of departmental facilities and equipment maintenance activities

2. Obtain departmental facilities and equipment maintenance service records

3. Check departmental facilities and equipment maintenance activities implementation4. Assure compliance of maintenance activities requirements5. Record maintenance activities status

ENSURE DEPARTMENTAL FACILITIES AND EQUIPMENT MAINTENANCE ACTIVITIES

1. Identify maintenance activities needs

2. Analyze maintenance activities implementation

3. Assure compliance of maintenance activities implementation4. Endorse maintenance activities implementation

0404.04L504.05L5

PERFORM MARKETING ACTIVITIESCONDUCT MARKET SURVEY

1. Identify market survey needs

2. Obtain market information

3. Execute market survey activities

4. Record market survey implementation

DEVELOP MARKETING

MATERIALS SPECIFICATION

1. Identify marketing activities

2. Identify marketing material to be developed

3. Identify marketing material sources4. Prepare marketing material specification

CARRY OUT MARKETING MATERIALS PROCUREMENT

1. Identify marketing materials

2. Obtain marketing materials specification

3. Prepare marketing materials procurement documentations

0505.01L405.02L405.03L4

PERFORM MARKETING ACTIVITIESDEVELOP MARKETING STRATEGIES PLAN 1. Identify marketing strategies requirement

2. Obtain marketing strategies information

3. Identify sources of marketing strategies plan

4. Prepare marketing strategies plan

ENSURE MARKETING STRATEGIES IMPLEMENTATION 1. Identify marketing strategies requirements

2. Analyse marketing

strategies implementation

3. Assure implementation of marketing strategies 4. Record marketing strategies implementation

EVALUATE MARKETING STRATEGIES EFFECTIVENESS

1. Identify type of marketing strategies activities

2. Check marketing strategies activities status3. Assess marketing strategies performance

4. Prepare marketing strategies evaluation report

0505.04L505.05L505.06L5

PERFORM MARKETING ACTIVITIESPLAN MARKETING STRATEGIES IMPROVEMENT1. Identify marketing strategy needs for improvement

2. Obtain marketing strategies implementation records

3. Analyse marketing strategies implementation records

4. Prepare marketing strategies improvement plan

ESTABLISH COMPANY BRANDING IMAGE1. Identify company branding image needs2. Obtain company branding image requirements3. Analyze company branding image requirements

4. Prepare company branding image proposal

0505.07L505.08L5

MANAGE QUALITY

CONTROL PROCESS

CARRY OUT WORK FLOW PROCESS IMPLEMENTATION 1. Identify type of work

2. Identify workflow process3. Prepare workflow process requirement4. Execute workflow process

CARRY OUT CUSTOMER SATISFACTION ACTIVITIES

1. Identify customer satisfaction activities

2. Identify customer satisfaction activities requirements3. Obtain customer satisfaction activities requirements4. Execute customer satisfaction activities5. Assess customer satisfaction feedback6. Record customer satisfaction activities

CONDUCT TECHNICAL ISSUES ANALYSIS

1. Identify type of technical issues2. Obtain technical issues information

3. Analyse technical issue information

4. Propose technical issues countermeasures

5. Record analysis findings

0606.01L406.02L406.03L4

MANAGE QUALITY

CONTROL PROCESS

CONDUCT TECHNICAL AND RECALL CAMPAIGN 1. Identify types of campaign

2. Obtain technical/ recall campaign information3. Implement technical/ recall campaign 4. Assess technical/ recall campaign activities5. Record technical/ recall campaign activities

ENFORCE QUALITY CONTROL ACTIVITIES

1. Identify work quality control enforcement activities

2. Check work quality control requirements3. Obtain work quality control implementation activities

4. Assure enforcement of work quality control implementation activities5. Record work quality control enforcement activities

DEVELOP AFTER SALES ACTIVITIES DOCUMENTATION

1. Identify type of after sales documentation activities

2. Identify after sales documentation requirements

3. Arrange after sales documentation

4. Assure compliance of after sales documentation activities

5. Endorse after sales documentation

0606.04L406.05L506.06L5

MANAGE QUALITY

CONTROL PROCESS

ENSURE COMPLIANCE OF CUSTOMER SATISFACTION ACTIVITIES

1. Identify customer satisfaction activities

2. Identify customer satisfaction activities requirements3. Analyse customer satisfaction activities feedback4. Assure customer satisfaction activities implementation

5. Prepare customer satisfaction activities report

CONDUCT QUALITY AUDIT

1. Identify quality audit processes and activities

2. Identify quality audit process and activities requirements

3. Prepare quality audit arrangement

4. Execute quality audit processes and activities

5. Produce quality audit report findings

ENSURE ENFORCEMENT OF QUALITY CONTROL ACTIVITIES1. Identify Quality Control activities

2. Check Quality Control activities requirements3. Check Quality Control activities implementation4. Assure compliance of Quality Control activities5. Assure Quality Control activities enforcement

0606.07L506.08L506.09L5

MANAGE QUALITY

CONTROL PROCESS

PROVIDE TECHNICAL EXPERTISE AND CONSULTATION

1. Identify type of technical expertise and consultation

2. Obtain technical expertise and consultation requirements3. Prepare technical expertise and consultation arrangement4. Present Technical Expertise and Consultation

0606.10L5

MANAGE INVENTORY ACTIVITIES

CARRY OUT PARTS AND FLUID STOCK CHECK 1. Identify type of parts and fluid

2. Obtain parts and fluid stock inventory record

3. Prepare parts and fluid stock check arrangement

4. Check spare parts and fluid stock

5. Record parts and fluid stock check

CARRY OUT SPARE PARTS

PROCUREMENT

1. Identify type of spare parts required

2. Obtain spare part specification

3. Prepare spare parts procurement documentation4. Submit spare parts order form for approvalCARRY OUT TOOLS AND EQUIPMENT PROCUREMENT

1. Identify type of tools and equipment required

2. Obtain tools and equipment specification

3. Prepare tools and equipment procurement documentation

4. Submit tools and equipment order form for approval

0707.01L407.02L407.03L4

MANAGE INVENTORY ACTIVITIESVERIFY TOOLS & EQUIPMENT INVENTORY

1. Identify type of tools and equipment inventory2. Check tools and equipment inventory status3. Assure tools and equipment inventory status

VERIFY INVENTORIES PROCUREMENT1. Identify types of inventory procurement documents

2. Check inventory procurement documentation

3. Justify inventory procurement

4. Validate inventory procurement

0707.04L507.05L5

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Automotive 4&5 Executive Summary 15.11.2011-V1

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