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Title / Demonstrate knowledge of automotive Service Manager's roles
Level / 6 / Credits / 20
Purpose / This theory based unit standardwill 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
1The 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.
2Reference 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.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of the Service Manager's responsibilities and involvement.
Evidence requirements
1.1The area of responsibility of a Service Manager in an automotive workshop is defined.
Rangea medium sized organisation for dealership service supporting – productive workshop staff, service advisers, service clerks, service cashier, dispatcher, and shop foreperson.
1.2The extent of involvement with other departments in an automotive business is identified.
Rangeparts 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
2.1Methods of controlling performance of a service department are described according to company policy.
Rangedaily operating control, efficiency and productivity control, come-back report, warranty report, telephone survey, monthly forecast.
2.2Quality control techniques for an automotive service department are identified.
Rangeacceptance of the job, diagnosis, follow through, completion of the job, workmanship, final testing, presentation to the customer, customer feedback, employee feedback.
2.3Methods of controlling expense in the service department are described according to company requirements.
Rangeareas 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.
Outcome 3
Demonstrate knowledge of planning, selling service, and maintaining reporting systems in an automotive service department.
Evidence requirements
3.1Work flow planning and controlling procedures in an automotive workshop are described according to company policy.
Rangegreeting customers, diagnosing jobs, repair ordering, pricing, scheduling for completion, service work, progress checking, final inspection and quality checking, delivery to customers, follow-up.
3.2Service selling techniques are described according to company policy.
Rangeplanning 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.
3.3Maintenance of reporting systems is described according to company requirements.
Rangecustomer 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
4.1Methods of establishing and maintaining good employee relationships are described according to company policy.
Rangejob 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.
Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 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
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 2018