Automotive Skills Development Council

Transcription

1 h Automotive Skills Development Council QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR AUTOMOTIVE INDUSTRY Contents OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS are performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding ASDC, Core 4-B, 5th Floor, India Habitat Centre, Lodhi Road, New Delhi skc@asdc.org.in 1. Introduction and Contacts.....P.1 2. Qualifications Pack....P.2 3. Glossary of Key Terms...P.3 4. NOS Units P.5 Qualifications Pack Customer Relation Executive Level 4 SECTOR: AUTOMOTIVE SUB-SECTOR: VEHICLE SALES AND SERVICE OCCUPATION: SALES SUPPORT AND WORKSHOP SUPPORT REFERENCE ID: ASC/Q1106 Introduction Customer Relationship Executive Level 4 (Vehicle) is also known as Telecaller, Sales Support Executive, Customer Care Executive, Backend Sales Executive, Telecalling Supervisor, Telecalling Officer And Customer Calling Executive etc. Brief Job Description: A Customer Relationship Executive Level 4 is responsible for assisting and supporting sales function through telemarketing, activities such as generating sales prospects or leads through telemarketing, customer experience at the dealership showroom and supporting in their follow-ups. The CRE is also responsible for supporting the Service function through follow-up calls for after-sales service. Personal Attributes: This job requires individuals to work as a part of a team. The individual should have good understanding of the vehicles, technical details about the vehicles, service schedules and process flow. Knowledge about statutory compliance and local market procedures, local customer preferences, geographic nuances and sales peculiarities is also required. The individual should depict customer centricity in daily behaviour and should be able to talk and convince customers.

2 Job Details Qualifications Pack For Customer Relationship Executive Level 4 (Dealer) Qualifications Pack Code ASC/Q1106 Job Role Customer Relationship Executive Level 4 Credits(NVEQF/NVQF/NSQF) TBD Version number 1 Industry Automotive Drafted on 23/07/13 Sub-sector Vehicle Sales & Service Last reviewed on 23/07/13 Occupation Job Role Auto Show room and Workshop Support Next review date 23/07/15 Customer Relationship Executive Level 4 (Dealer) 2 P a g e

3 Definitions Qualifications Pack For Customer Relationship Executive Level 4 (Dealer) Role Description Keywords /Terms NVEQF/NVQF level Assist and support sales and service function through telemarketing Description 4 Core Skills/Generic Core skills or generic skills are a group of skills that are key to learning Minimum Skills Educational Qualifications and working in Class today's XII world. These skills are typically needed in any work environment. In the context of the NOS, these include communication related skills that are applicable to most job roles. Maximum Dealership Educational Qualifications A business established Graduate or degree operated or diploma under an in authorisation any discipline to sell or distribute an automotive company s goods and services Training Description Description gives On a the short job summary training of the unit content. This would be (Suggested but not mandatory) helpful to anyone searching on a database to verify that this is the Experience appropriate NOS Not they applicable are looking for. Function Function is an activity necessary for achieving the key purpose of the sector, occupation, Compulsory: or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form ASC/ the N basis 1105: of NOS. Generate sales leads and coordinate with Job role Job role defines a unique set of sales functions team that for passing together on form the a prospective unique leads employment opportunity ASC/ N 1106: in an Handle organisation. post-delivery services for better Knowledge and Knowledge and understanding are customer statements satisfaction which together specify the Understanding technical, generic, ASC/ professional N 0001: Plan and organisational and organise work specific to meet knowledge expected National Occupational Standards that an individual needs in order outcomes to perform to the required standard. (NOS) National Occupational NOS are Occupational ASC/ N Standards 0002: Work which effectively apply uniquely in a team in the Indian Standards (NOS) context ASC/ N 0003: Maintain a healthy, safe and secure working Occupation environment Occupation is a set of job roles, which perform similar/related set of functions in an Optional: industry. Organisational Context Organisational context includes the way the organisation is structured and how it operates, N.A. including the extent of operative knowledge managers have of their relevant areas of responsibility. Performance Criteria Performance criteria are statements that together specify the standard of Performance Criteria performance required As described when carrying the relevant out a task. NOS units Qualifications Pack(QP) Qualifications pack comprises the set of NOS, together with the educational, training and other criteria required to perform a job role. A qualifications pack is assigned a unique qualification pack code. Qualifications Pack Qualifications pack code is a unique reference code that identifies a Code qualifications pack. Scope Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on the quality of performance required. Sector Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests. 3 P a g e

4 Acronyms Qualifications Pack For Customer Relationship Executive Level 4 (Dealer) Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components. Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function. Technical Knowledge Technical knowledge is the specific knowledge needed to accomplish specific designated responsibilities. Unit Code Unit code is a unique identifier for a NOS unit, which can be denoted with an N Unit Title Unit title gives a clear overall statement about what the incumbent should be able to do. Vehicle Mode of personal transport including 2-wheelers, 3-wheelers and 4- wheelers (including passenger vehicles and commercial vehicles). This includes gasoline, petrol, CNG, electrical and hybrid vehicles Vertical Vertical may exist within a sub-sector representing different domain areas or the client industries served by the industry. Keywords /Terms NOS NVEQF NVQF OEM OS QP National Occupational Standard(s) Description National Vocational Education Qualifications Framework National Vocational Qualifications Framework Original Equipment Manufacturer Occupational Standard(s) Qualifications Pack 4 P a g e

5 ASC/ N 1105: Generate sales leads and coordinate with sales team for passing on the prospective leads Overview This Occupational Standard describes the knowledge, understanding and skills required of a Customer Relationship Executive Level 4 to generate sales leads and coordinate with sales team for passing on the prospective leads. 5 P a g e

6 National Occupational Standard ASC/ N 1105: Generate sales leads and coordinate with sales team for passing on the prospective leads Unit Code Unit Title (Task) Description Scope ASC/N1105 Generate sales leads and coordinate with sales team for passing on the prospective leads. This NOS unit is about a Customer Relationship Executive Level 4 (Dealer) who generate sales leads and coordinating with sales team for passing on the prospective leads. This unit/task covers the following: generate sales prospects or leads through telemarketing assist and support sales team in follow-ups resolve complete customer queries and problems as soon as possible Performance Criteria (PC) w.r.t. the Scope Element Performance Criteria A. Compulsory To be competent, the user/individual on the job must be able to: B. Optional N.A. Knowledge and Understanding (K) w.r.t. the scope Element PC1. call and enquire about buying plans or interests, as per the calling script, from the prospective calling list assigned PC2. greet the customers and get vehicle buying interests and time schedule from the prospective calling list to get sales leads PC3. mention FAB (features / advantages / benefits) and USPs of the brands and products available with the dealership PC4. invite, fix and record customer prospective visit for test drive, either at showroom or at field PC5. assist in pre-sales and post-sales support to customers PC6. arrange and coordinate with test drive executives and sales consultants for test drives and engaging the potential customer on sales pitches PC7. ask potential customers for information on reasons for considering purchase and comprehend all customer requirements and needs PC8. coordinate with dealer services function for passing on the prospective leads for smoother services in workshops PC9. Arrange for vehicle pick up and drops to and from work shops PC10. record all feedbacks and complaints from customers in the system PC11. ensure least turnaround time for any customer query handling/ redressal Knowledge and Understanding A. Organisational The user/individual on the job needs to know and understand: 6 P a g e

7 ASC/ N 1105: Generate sales leads and coordinate with sales team for passing on the prospective leads Context (Knowledge of the Company/ KA1. standard operating procedures of the OEM related with telemarketing and Organisation and its sales process processes) KA2. standard operating procedures for query and problem reporting and their redressal in the organisation KA3. customer relationship management (CRM) related framework provided by the organisation KA4. documentation requirements for each procedure carried out KA5. organisational and professional code of ethics and standards of practice KA6. safety and health policies and regulations for the workplace B. Technical Knowledge Skills (S) w.r.t. the scope Element A. Core Skills/ Generic Skills The user/individual on the job needs to know and understand: KB1. KB2. KB3. KB4. KB5. KB6. KB7. KB8. KB9. training modules and scripts provided by the OEM for telemarketing technical specifications of OEM vehicles at the dealership technical details and problems related with service of all kinds of vehicles complete process flow for a business cycle of sales process for passing on sales leads to sales consultants process for booking test drives based on customer preferences software or format used for reporting like MS Excel and MS Word software or format used for billing, financing of the vehicles, services records and warehousing like Tally, SAP and primaware software or format used for sales and marketing presentations, reporting and surveys like MS PowerPoint, MIS and CRM KB10. software or format used for customer relationship management (CRM) in the organisation KB11. local market procedures and customer preferences of that area KB12. sales peculiarities based on geographical nuances etc. KB13. customer problems and queries and documenting it in the organisation s prescribed format Skills Writing skills SA1. create documentation required on the job (including reports, work sheets, etc.) SA2. create feedback reports SA3. write in at least one language Reading skills SA1. read general instructions or guidelines from OEM, mandatory for 7 P a g e

8 ASC/ N 1105: Generate sales leads and coordinate with sales team for passing on the prospective leads telemarketing SA2. read telemarketing scripts provided by the OEM and dealership mandatory for making a sales pitch SA3. read policies and regulations pertinent to the job SA4. read instructions from customers in terms of their requirements, queries and feedbacks SA5. read training reports, worksheets and other evaluation sheets SA6. read reports, presentations, targets and other details associated with business understandings Oral Communication (Listening and Speaking skills) SA4. interact with customers and generate perspective leads SA5. interact with sales, service and administrative function of the dealership SA6. interact with superiors and other support staff function in the one s own organisation B. Professional Skills Decision making SB1. analyse information and evaluate results to choose the best solution and solve problems SB2. analyse all the feedbacks provided by the customers and act accordingly Plan and Organise SB3. plan and organise activities achieving business targets on a periodical basis Customer centricity SB4. ensure that customer s requirements are assessed and satisfactory service is provided Problem solving SB5. clarify and solve all sales and service function queries generated due to any kind of anomalies and take appropriate actions, as required Analytical thinking SB6. evaluate customer feedbacks and reviews for its effectiveness by ensuring proper checks and report them Critical thinking 8 P a g e

9 ASC/ N 1105: Generate sales leads and coordinate with sales team for passing on the prospective leads SB7. generate customer interest through telemarketing and engage in test drives for initiation of perspective sales leads 9 P a g e

10 ASC/ N 1105: Generate sales leads and coordinate with sales team for passing on the prospective leads NOS Code ASC/ N 1105 Credits(NVEQF/NVQF/NSQF) TBD Version number 1 Industry Automotive Drafted on 23/07/13 Industry Sub-sector Vehicle Service Last reviewed on 23/07/13 Next review date 23/07/15 NOS Version Control 10 P a g e

11 ASC/ N 1106: Manage post-delivery services for better customer satisfaction Overview This Occupational Standard describes the knowledge, understanding and skills required of an individual to handle post-delivery calls of customers to ensure better customer satisfaction. 11 P a g e

12 National Occupational Standard ASC/ N 1106: Manage post-delivery services for better customer satisfaction Unit Code ASC/ N 1106 Unit Title (Task) Description Scope Manage post-delivery services for better customer satisfaction This NOS unit is about an individual to handle post-delivery calls of customers to ensure better customer satisfaction. This unit/task covers the following: handle calls of customers after delivery of services to ensure proper customer satisfaction maintain relationship with customers by providing better after sales services Performance Criteria (PC) w.r.t. the Scope Element Performance Criteria A. Compulsory To be competent, the user/individual on the job must be able to: PC1. PC2. PC3. PC4. PC5. PC6. PC7. PC8. PC9. receive, process and verify the accuracy of delivered orders from customers utilizing the organisations s internal CRM/ mainframe systems and customer purchase orders initiate required action for response to customer service requests for order changes, including the maintenance of customer information files and communicates changes to the sales function make follow up calls to existing customers for service reminders and to promote other value-added services make calls to new vehicle buyers for following up on service requirements as per the free service schedule of the OEM make calls to potential customers to promote routine service and value added services follow up with customers after service or repairs on their vehicle and take feedback on the experience report any complaints or queries from customers to the concerned persons in the organisation follow up with customers for resolution of complaints and queries access the company s internal systems to obtain and extract information and provide customer service management with data for inclusion in various scheduled and special reports B. Optional N.A. Knowledge and Understanding (K) w.r.t. the scope Element A. Organisational Context (Knowledge of the Company/ Knowledge and Understanding The user/individual on the job needs to know and understand: 12 P a g e

13 ASC/ N 1106: Manage post-delivery services for better customer satisfaction Organisation and its KA1. standard operating procedures of the OEM related with after-sales service processes) maintenance KA2. standard operating procedures of the dealership related with customer experience and satisfaction KA3. customer relationship management (CRM) related framework provided by the organisation KA4. documentation requirements for each procedure carried out as part of roles and responsibilities KA5. organisational and professional code of ethics and standards of practice KA6. safety and health policies and regulations for the workplace B. Technical Knowledge Skills (S) w.r.t. the scope Element A. Core Skills/ Generic Skills The user/individual on the job needs to know and understand: KB1. KB2. KB3. KB4. KB5. KB6. KB7. KB8. Skills Writing skills training modules and scripts provided by the OEM for the telemarketing technical specifications of OEM vehicles at the dealership technical details and problems related with service of all kinds of vehicles how to use internal CRM related systems to ensure accurate delivery of services how to coordinate between sales function and customers to resolve queries effectively how to interact with customers to retain them for further relationship software or format used for reporting like ms excel and ms word software or format used for customer relationship management (crm) in the organisation SA1. create documents required on the job (including requirement sheets, query sheets, response or feedback sheets etc.) SA2. write in at least one local language Reading skills SA3. read policies and regulations pertinent to the job Oral Communication (Listening and Speaking skills) SA4. interact with the customers for understanding their requirements, queries and feedbacks SA5. interact with organisation s internal stakeholders for efficient customer relationship management 13 P a g e

14 ASC/ N 1106: Manage post-delivery services for better customer satisfaction B. Professional Skills Decision making SB1. analyse information and evaluate results to choose the best solution and solve problems Plan and Organise SB2. plan work assigned on a daily basis and provide estimates of time required for each piece of work Customer centricity SB3. ensure that customer needs are assessed and satisfactory service is provided SB4. ensure that the customer has agreed with all the work performed SB5. ensure that the customer provides constructive feedback ad reviews Problem solving SB6. analyse all the queries or problems posted by the customers SB7. deliver and act as per the organisation provided/guided resolutions Analytical thinking SB8. evaluate and identify key customer satisfaction areas SB9. evaluate and identify key customer experience enhancing areas SB10. assess time and cost required based on problems or queries identified Critical thinking SB11. evaluate the information gathered from the customer complaint report and utilise it to identify timely resolutions 14 P a g e

15 ASC/ N 1106: Manage post-delivery services for better customer satisfaction NOS Version Control NOS Code ASC/ N 1106 Credits(NVEQF/NVQF/NSQF) TBD Version number 1 Industry Automotive Drafted on 23/07/13 Industry Sub-sector Vehicle Service Last reviewed on 23/07/13 Next review date 23/07/15 15 P a g e

16 ASC/ N 0001: Plan and organise work to meet expected outcomes Overview This unit is about planning and organising an individual s work in order to complete it to the required standards, on time and within budget in terms of cost and material 16 P a g e

17 National Occupational Standard ASC/ N 0001: Plan and organise work to meet expected outcomes Unit Code ASC/ N 0001 Unit Title Plan and organise work to meet expected outcomes (Task) Description This NOS unit is about planning and organising an individual s work in order to complete it to the required standards on time. Scope This unit/task covers the following: Work requirements: activities (what is required to be done) deliverables (the output of work) quantity (the volume of work expected to complete) standards (what is acceptable performance, including compliance with service level agreements) timing (by when the work needs to be completed) Appropriate people: superiors the person requesting the work members of the team/department members from other teams/departments Resources: cost budget equipment materials information Performance Criteria (PC) w.r.t. the Scope Element Performance Criteria A. Compulsory To be competent, the user/individual on the job must be able to: PC1. establish and agree on work requirements with appropriate people PC2. keep immediate work area clean and tidy avoiding inconvenience to others PC3. ensure the work area is kept free of waste material while following safe disposal practices PC4. manage time, materials and cost effectively PC5. use resources in a responsible manner PC6. treat confidential information as per the organisation s guidelines PC7. work in line with organisation s policies and procedures PC8. work within the limits of job role PC9. obtain guidance from appropriate people, where necessary PC10. ensure work meets the agreed requirements B. Optional N.A. 17 P a g e

18 ASC/ N 0001: Plan and organise work to meet expected outcomes Knowledge and Understanding (K) w.r.t. the scope Element Knowledge and Understanding A. Organisational Context The user/individual on the job needs to know and understand: (Knowledge of the Company/Organisation KA1. the organisation s policies, procedures and priorities for area of and its processes) work, role and responsibilities in carrying out that work KA2. the limits of responsibilities and when to involve others KA3. specific work requirements and who these must be agreed with KA4. the importance of having a tidy work area and how to do this KA5. how to prioritize workload according to urgency and importance and the benefits of this KA6. the organisation s policies and procedures for dealing with confidential information and the importance of complying with these KA7. the purpose of keeping others updated with the progress of work KA8. who to obtain guidance from and the typical circumstances when this may be required KA9. the purpose and value of being flexible and adapting work plans to reflect change B. Technical Knowledge The user/individual on the job needs to know and understand: Skills (S) w.r.t. the scope Element A. Core Skills/ Generic Skills KB1. KB2. how to complete tasks accurately by following standard procedures technical resources needed for work and how to obtain and use these Skills Writing Skills SA1. write in at least one language Reading Skills SA2. read instructions, guidelines/procedures Oral Communication (Listening and Speaking skills) SA3. ask for clarification and advice from appropriate persons SA4. communicate orally with colleagues B. Professional Skills Decision Making SB1. make a decision on a suitable course of action appropriate for accurately completing the task within resources Plan and Organise 18 P a g e

19 ASC/ N 0001: Plan and organise work to meet expected outcomes SB2. agree objectives and work requirements SB3. plan and organise work to achieve targets and deadlines Customer Centricity SB4. deliver consistent and reliable service to customers SB5. check own work and ensure it meets customer requirements Problem Solving SB6. refer anomalies to the concerned persons Analytical Thinking SB7. analyse problems and identify work-around taking help from concerned persons where required Critical Thinking SB8. apply own judgement to identify solutions in different situations 19 P a g e

20 ASC/ N 0001: Plan and organise work to meet expected outcomes NOS Version Control NOS Code ASC/ N 0001 Credits(NVEQF/NVQF/NSQF) TBD Version number 1 Industry Automotive Drafted on 23/07/13 Industry Sub-sector NA Last reviewed on 23/07/13 Next review date 23/07/15 20 P a g e

21 ASC/ N 0002: Work effectively in a team Overview This unit is about working effectively with colleagues, either in own work group or in other work groups within organisation. 21 P a g e

22 National Occupational Standard ASC/ N 0002: Work effectively in a team Unit Code ASC/ N 0002 Unit Title Work effectively in a team (Task) Description This NOS unit is about working effectively within a team, either in individual s own work group or in other work groups outside the organisation. Scope This unit/task covers the following: Colleagues: superiors members of own work group people in other work groups within or outside the organisation Communicate: face-to-face by telephone in writing Performance Criteria (PC) w.r.t. the Scope Element Performance Criteria A. Compulsory To be competent, the user/individual on the job must be able to: PC1. maintain clear communication with colleagues PC2. work with colleagues for achieving team objectives PC3. pass on information to colleagues in line with task requirements PC4. work in ways that show respect for colleagues PC5. carry out commitments made to colleagues PC6. let colleagues know in good time if commitments cannot be met, explaining the reasons PC7. identify problems in working with colleagues and take the initiative to resolve these problems PC8. follow the organisation s policies and procedures for working with colleagues B. Optional N.A. Knowledge and Understanding (K) w.r.t. the scope Element Knowledge and Understanding A. Organisational Context The user/individual on the job needs to know and understand: (Knowledge of the Company/Organisation KA1. the organisation s policies and procedures for working with and its processes) colleagues, role and responsibilities in relation to this KA2. different methods of communication and the circumstances in which it is appropriate to use these KA3. the importance of creating an environment of trust and mutual respect KA4. the implications of own work on the work and schedule of others 22 P a g e

23 ASC/ N 0002: Work effectively in a team B. Technical Knowledge The user/individual on the job needs to know and understand: Skills (S) w.r.t. the scope Element A. Core Skills/ Generic Skills KB1. different types of information that colleagues might need and the importance of providing this information when it is required KB2. the importance of helping colleagues with problems, in order to meet quality and time standards as a team KB3. the importance of effective communication and establishing good working relationships with colleagues KB4. the importance of being open to the views and opinions of others Skills Writing Skills SA1. complete written work with attention to detail Reading Skills SA2. read instructions, guidelines/procedures Oral Communication (Listening and Speaking skills) SA3. listen effectively and orally communicate information SA4. ask for clarification and advice from the concerned person B. Professional Skills Decision Making SB1. make decisions on a suitable course of action or response keeping in view resource utilization while meeting commitments Plan and Organise SB2. plan and organise work to achieve targets and deadlines Customer Centricity SB3. check that the work meets customer requirements SB4. deliver consistent and reliable service to customers Problem Solving SB5. apply problem solving approaches in different situations Critical Thinking 23 P a g e

24 ASC/ N 0002: Work effectively in a team SB6. apply balanced judgements to different situations 24 P a g e

25 ASC/ N 0002: Work effectively in a team NOS Version Control NOS Code ASC/ N 0002 Credits(NVEQF/NVQF/NSQF) TBD Version number 1 Industry Automotive Drafted on 23/07/13 Industry Sub-sector NA Last reviewed on 23/07/13 Next review date 23/07/15 25 P a g e

26 ASC/ N 0003: Maintain a healthy, safe and secure working environment Overview This unit is about monitoring work place practices and making sure they meet requirements for health, safety, security and environmental concerns. 26 P a g e

27 National Occupational Standard ASC/ N 0003: Maintain a healthy, safe and secure working environment Unit Code ASC/ N 0003 Unit Title Maintain a healthy, safe and secure working environment (Task) Description This NOS unit is about monitoring the working environment and making sure it meets requirements for health, safety and security. Scope This unit/task covers the following: emergency procedures in situations of: illness accidents fires other hazardous situations breaches of security resources(needed to achieve the unit objectives): information on appropriate procedures to adopt in each emergency government agencies in the areas of safety, health and security and their norms and services Performance Criteria (PC) w.r.t. the Scope Element Performance Criteria A. Compulsory To be competent, the user/individual on the job must be able to: B. Optional N.A. PC1. comply with organisation s current health, safety, security and environmental policies and procedures (e.g. use protective gear and other safety equipment where necessary) PC2. report any identified breaches in health, safety, and security and environmental policies and procedures to the designated person PC3. identify and correct any hazards that can be dealt with safely, competently and within the limits of individual s authority PC4. report any hazards that cannot be dealt with to the relevant person in accordance with organisational procedures and warn other people who may be affected PC5. follow organisation s emergency and disaster management procedures PC6. identify and recommend opportunities for improving health, safety, and security to the designated person (e.g. in case of deviations from recommended policies/ practices of own organisation and suppliers) PC7. complete all the health, safety, security and environmental records required by company and regulatory standards Knowledge and Understanding (K) w.r.t. the scope Element Knowledge and Understanding A. Organisational Context The user/individual on the job needs to know and understand: 27 P a g e

28 ASC/ N 0003: Maintain a healthy, safe and secure working environment (Knowledge of the Company/Organisation KA1. legislative requirements and organisation s procedures for and its processes) health, safety and security and individual s role and responsibilities in relation to this KA2. what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace (e.g. inflammable/ hazardous/ abrasive materials) KA3. how and when to report hazards KA4. the limits of responsibility for dealing with hazards KA5. the organisation s emergency and disaster management procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of health, safety and security KA7. implications that any non-compliance with health, safety and security may have on individuals and the organisation B. Technical Knowledge The user/individual on the job needs to know and understand: Skills (S) w.r.t. the scope Element A. Core Skills/ Generic Skills KB1. different types of breaches in health, safety and security and how and when to report these KB2. risks to life and property from different types of breaches in health, safety and security KB3. evacuation procedures for workers and visitors KB4. how to summon medical assistance and the emergency services, where necessary KB5. how to use the health, safety and accident reporting procedures and the importance of these Skills Writing Skills SA1. complete accurate, well written work with attention to detail Reading Skills SA2. read instructions, guidelines/procedures/rules Oral Communication (Listening and Speaking skills) SA3. listen to and orally communicate information with all concerned B. Professional Skills Decision Making SB1. make decisions on a suitable course of action or response Plan and Organise 28 P a g e

29 ASC/ N 0003: Maintain a healthy, safe and secure working environment SB2. plan and organise work to achieve targets and deadlines Customer Centricity SB3. build and maintain positive and effective relationships with colleagues and customers Problem Solving SB4. apply problem solving approaches in different situations Analytical Thinking SB5. analyse data and activities Critical Thinking SB6. apply balanced judgements to different situations 29 P a g e

30 ASC/ N 0003: Maintain a healthy, safe and secure working environment NOS Version Control NOS Code ASC/ N 0003 Credits(NVEQF/NVQF/NSQF) TBD Version number 1 Industry Automotive Drafted on 23/07/13 Industry Sub-sector NA Last reviewed on 23/07/13 Next review date 23/07/15 30 P a g e