ecs full products and services 2013

7/29/2019 ECS Full Products and Services 2013

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Products and Services

2013


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Topic Page Number

Assessments 3

Assessments 4

Consulting 5

Team Building 6

Non-Technical Training (Summary) 7

Non-Technical Training: Management (Summary) 8

Non-Technical Training: Departmental (Sales Summary) 9

Non-Technical Training: Departmental (Service Summary) 10

Non-Technical Training: Departmental (Parts Summary) 11

Non-Technical Training: Generic (Summary) 12

Apprentice Programme: Automotive Technician (Summary) 13

Non-Technical Training: Generic (Detail) 14






Non-Technical Training: Sales (Detail) 20

Non-Technical Training: Commercial Vehicle Sales (Detail) 21

Non-Technical Training: Service (Detail) 22

Non-Technical Training: Parts (Detail) 23

Contact Details 24

Accreditation 25

BBBEE Status 26

Table of Contents


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Equal Career Services provides a wide selection of Assessments, whichcan improve the quality and level of professional expertise in any

Organisation. These assessments will equip you to better understandemployee needs, desires and attitudes and will further assist you in

identifying training needs.

Recruitment and Selection Assessments

Recruitment and Selection Assessments identifies the level of competence, training needs, atti-tudes and strengths of potential candidates, which will enable you, the employer to select the bestcandidate for your company and to develop your employees by addressing specific training needsidentified.

Main outcomes of Recruitment and Development Assessments:

To employ a person who fits the profile of the specific position at hand.

To employ a person who is competent according to set standards to perform to his/her maxi-mum potential in the position identified.

To reduce staff turnover by employing the right person for the position.

To ensure quality in work performance by employing competent individuals.

Personal Development Assessments

Equal Career Services offer development assessments that will equip you to better understandyour employees needs, desires and attitudes as well as guiding the employee on his/her career andpersonal development. An in depth Feedback session is held with the individual and a PersonalDevelopment Plan is started. The employer will receive a report and be involved in the PersonalDevelopment of the employee.

Main outcomes of Personal Development Assessments :

Determine individual competency profiles for personnel on all levels in order to identify devel-opment gaps.

Formulate Personal Development plans.

Improve the development of all employees.

Add value to the business.

Identify potential candidates for the organisations succession planning.

Career Guidance

Training Needs Analysis Assessments

Skills Development forms an integral part of employee development in an organisation and by As-sessing employees before planning their Skills Development can improve the Organisation returnon investment by ensuring that the employee is developed according to his/her full potential.

Main Outcomes of Training Needs Analysis Assessments :

Determine individual competency profiles for personnel on all levels in order to identify devel-opment gaps.

Formulate Personal Development plans.

Improve the development of all employees.

Add value to the business.

ASSE

SSMENTS


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Training Portfolio Assessments

Equal Career Services is an Accredited Training Provider and Registered with MerSETA. Equal Career Ser-vices offers Portfolio Assessment and Moderation for Unit Standards, which forms part of the Qualificationswe offer or for the entire qualification.

Equal Career Services offers the following Qualifications:

Further Education and Training Certificate in Automotive Sales and Support Services, NQF level 4

National Certificate in Motor Sales and Support Services, NQF level 4: Vehicle Sales

Recognition of Prior Learning

"Recognition of prior learning is a process whereby, through assessment, credit is given to learning whichhas already been acquired in different ways." - SAQA RPL is about recognising for credit all the learning thatan adult has gained over a period of time. It does not matter how the learning was acquired - and shortcourses, on-the-job learning and hobbies can all be used to demonstrate that learning has taken place.

Equal Career Services offer RPL for the Unit Standards which forms part of the following Qualifications aswell as the entire Qualification:

Further Education and Training Certificate in Automotive Sales and Support Services, NQF level 4

National Certificate in Motor Sales and Support Services, NQF level 4.

ASSESSME

NTS

CONTINUED

We help organisations, select,motivate, coach and retain

top performers.


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CON

SULTING

Coming together is a beginning. Keepingit together is progress. Working together

is success.

INVEST in the future!

Consulting for Operational Development in both Manufacturing and Retailenvironment aim to add significant value to your business.


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TEAM

BUILDING

We help build successful teams=

Successful Companies + Great People

So many times the ball is dropped by team members that pursue theirindividual goals and not the global team goals. During tough times, the

importance of team co-operation on levels becomes vital for the successof any business.


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NON-TECHN

ICALTRAINING

Specialised training focuses on the training, coaching and developing ofthe potential of people to perform their daily tasks with confidence and the

alignment of people with the business processes and procedures.

Non-Technical Training

Hard skills will get you an interview but you needsoft skills to get (and keep) the job.


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NO

N-TECHNICALTR

AINING:MANAG

EMENT

Managers work toward the organizations goals using its resources in aneffective and efficient manner.

A Leader is one who knows the way, goes theway and shows the way.


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NON

-TECHNICALTRAINING:DEPART

MENTAL

Now is the time to invest in quality people, process improvement, staffdevelopment, customer satisfaction initiatives and team co-operation

NOTE:

1. Department Specific Training modules can be customised according to specific brandrequirements

2. Modules with (*) are commercial specific modules.

Sales Training

METHODOLOGY:

The approach used throughout training is a combination of theory, practical group- and indi-vidual exercises, role-plays and case studies.

The above are related to specific unit standards, outcomes and assessment criteria.Learners will be able to obtain credits for the unit standards that form part of the: 64289Further Education and Training Certificate: Automotive Sales and Support Services


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NON


MENTAL


NOTE:


Service Training

METHODOLOGY:


The above are related to specific unit standards, outcomes and assessment criteria.

Learners will be able to obtain credits for the unit standards that form part of the: 64289Further Education and Training Certificate: Automotive Sales and Support Services


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NON


MENTAL


NOTE:


Parts Training

METHODOLOGY:


The above are related to specific unit standards, outcomes and assessment criteria.Learners will be able to obtain credits for the unit standards that form part of the: 64289

Further Education and Training Certificate: Automotive Sales and Support Services


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TRAININ

G:GENERIC

Soft skills, sometimes known as "people skills," are personal attributesthat enhance an individual's interactions, job performance and career

prospects.

Generic Training

Soft Skills are essentially people skills -- the non-technical, intangible, personality-specific skills

that determine your strengths as a leader,listener, negotiator, and conflict mediator.


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APPRENTICE PROGRAMME: AUTOMOTIVE TECHNICIAN

Entry requirements

Grade 12

Mathematics

Science

One trade related subject

Medical Aid

Apprentices will be registered with merSETA and willbe subject to the rules and regulations for complet-

ing the qualification as stated by merSETA, the De-partment of Labour and their Employer.

ProgrammeLevel 1

Apprentice Orientation

Basic Health, Safety and Sustainability

First Aid

Fire Fighting

Identifying Components

Components: Practical

Lifting Equipment: Bearings / Bushes / Gears

Identify Lubricants, Materials & Metals

Understand the fundamentals of Lubrication

Gaskets and Seals

Types of Locking Devices & its Applications

Fundamentals of Tools & its Uses and Care

Apply Basic Hand Skills & Engineering

Mathematical Statistics

Knowledge

Proper training needs to develop both practical skills

and theoretical knowledge. The practical skills and

hands-on experience you need will be gained in a

fully equipped dealer workshop, whilst the training

and knowledge needed to support them will come

through attending training at a dedicated training

centre.

ProgrammeLevel 2

Advanced Vehicle Technology

Advanced Engine Technology

Remove and Replace Brakes

Remove and Replace Drive Train

Remove and Replace Exhaust

Fuel Systems

Cooling and Air-conditioning

Suspension and Chassis

ProgrammeLevel 4

Advanced Drive Train Advanced Electronics / Features

Air-conditioning System Components

Diesel Technology / Injection Pumps

Re-build Transmission Systems and Drive Train

Components

General Diagnosis and Repairs

Duration

3 Year ProgrammeTrade Test to be done in Year 4

ProgrammeLevel 3

Diagnose / Dismantle / Repair Engine

Fuel Induction / Turbo Charging

Advanced Electrics

Remove and Replace Components

Remove / Diagnose / Replace Drive Train and

Clutch

Advanced Brake Systems

Passive Safety


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NON-TECHN

ICALTRAINING

GENERIC TRAINING

Introduction to Career Development

Career Management

The Education System of South Africa

Outcomes Based Education

Assessments

My Individual Development

Duration: 1 Day

Market and Brand Orientation (Company /

Brand Specific)

Market Overview

Commitment

The South African Market

Influences in the Motor Industry

Sales Statistics

Brand Values

Duration: 1 Day

Organisational Processes

Introduction

Functions and Roles

Processes

Team Work

Duration: 1 Day

Personal and Operational Finance

Basic Economy

Tax

Inflations and Interest Rate

Stock Exchange Dealings

Marginal Costs, Marginal Revenue and Profit

Personal Financing

Budget

Debt

Long Term Financial Planning

Investments

Repayments

Business Operations

Duration: 2 Days

Understanding Customer Care

Ethics, Beliefs and Values

Customer Expectations

Customer Satisfaction

Customer Care

Internal Customer Care

Setting Basic Standards

Duration: 1 Day

Telephone Skills

Communication Skills

Telephone Skills

Listening

Questioning

Speaking

The TelephoneBasic rules of telephone usage

Reception/Incoming calls

Telephone abuse

Customer Service

Duration: 1 Day


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NON-TECHN

ICALTRAINING

GENERIC TRAINING

Business Communication

Introduction to Communication

Theories of communication

My Skill as a Communicator

The Communication Process

The Communication Model

Communication Filters

Communication The Chain of Command

Internal Communication Channels

Some Principles of CommunicationTypes of Communication

Ethics in communication

Public Speaking

The Telephone

The Interview

Listening Skills

Assertiveness

Communication and negotiation

Duration: 1 Day

Reception

Brand Values

The Customer

Receptionist The Person

Communication Skills

Telephone Etiquette

Organisational Skills

Time Management

Planning

Conflict and Stress ManagementInterpersonal Relations

Safety, Security and Confidentiality

Duration: 1 Day

Problem Solving and Fault Finding

Creativity and Problem Solving

Fault Finding and Problem Solving Skills

Teamwork

Team Development Phases

Aspects of Teamwork

Team Attitude and Focus

Team Roles Audit

Problem solving through previous experience

Define Fault Finding

Discussion

Brainstorming

The Problem Solving process

Diagnostic Journey

Define the Problem

Collect dataFind the Root Cause

Remedial Journey

Generate Solutions

Choose the best solution

Implement and Monitor Solutions

Effective Action Planning

Duration: 1 Day

Time Management

Conceptions about Organising

Starting With Yourself

General

Factors influencing your Organising Skills

Analysing your Current Situation

Whats working?

Whats not working?

What Items are most essential to you?

Why Do You Want To Get Organised?

Whats Causing the Problems?

Creating an action Plan

Quadrants of Time

The Importance of Time Management

Procrastination

Time Wasters

Delegation Multiplying your Time

Stress

Duration: 1 Day


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NON-TECHN

ICALTRAINING

GENERIC TRAINING

Presentation Skills

About Presentations

Determining a Venue

Presentation Aids

Learning Statistics

Six main functions of training aids

Types of Training Aids

Characteristics of good visuals

Overhead Projectors

About Microsoft PowerPointVideos

Whiteboards

Charts and posters

Handouts

Communication Skills & Oral Presentation

Multiculturalism in Presentations

Handling Difficult Situations

Duration: 1 Day

Customer Care

Customer Profile

Different types of people

Customer Relations

Perceptions


Customer Needs

Personal Styles

Service Experiences

Satisfying the CustomerProduct and Services

Customer Satisfaction

Levels of customer service

Delivering customer care

Customer Loyalty

Importance of customer care

Moments of truth

Satisfaction and retention

Service Breakdown

Service Recovery

Types of communication


Building the Team

Leadership


Measuring Customer Satisfaction

CSI Performance

Personal Improvement Plan

Assessing your Results

Duration: 2 Days

Introduction to Marketing

About Marketing

Marketing Concepts

Important elements of Marketing

Marketing Orientation

The Relationship Marketing Model

Steps in the Marketing Process

Critical success factors

Marketing Basis

Focussing on the Customer

Customer needs

Maslows Hierarchy of Needs

Consumer Buying Behaviour

Target Markets

Customer Segmentation

Database Marketing

Principles of effective database marketing

Your Customer Base is a Major Asset

Marketing Research

The Marketing Research Process

Marketing Mix

The Six Ps used to satisfy the customer

Duration: 1 Day

Basic Product Technology (Passenger)

Body Technology

Safety Technology

Technical Terminology in conjunction with en-

gines & drivetrain

Power and Torque

Vehicle Dynamics

Original Parts

Duration: 2 Days


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NON-TECHN

ICALTRAINING

GENERIC TRAINING

Finance for Non-Financial Managers

Basic Finance

Introduction to Finance

Corporate Finance

The Goal of Financial Management

Information in business

Resources available to a Manager

The financial link to marketing

The Cycle of FundsSources of funds

Indirect Expenses

Direct Expenses

Profit

The Balance Sheet

The Income Statement

The Ledger

Profitability ratios

Working capital and the circulation of funds

Discounts

Typical Management Accounts

Cash Flow

Forecasting

Budgeting

Expenses

Action plans

CAPEX Cash flow

Trending Analysis

Key information

Duration: 2 Days

Leadership

LeadershipManagers and Leaders

Role of a leader

Leadership styles

Motivate People

Maslows Hierarchy of Needs

Employee Satisfaction

How to Avoid De-motivation

Sources of Power and Authority

Values and Beliefs

The Company Mission and Vision

Values

Build a Team

Change

Be consistent and fair

Managing stress

Controlling

Delegating

Communicating with subordinates

Resource control

Duration: 2 Days

Conflict Management

Introduction to Conflict Management

Conflict indicators

Conflict in the Workplace

Stages of conflict

Dealing with Conflict

Approaches

Matching Strategies to Situations

Managing Conflict

CommunicationConflict Resolution

Objection Handling

Methods and techniques for handling objec-

tions

Duration: 2 Days

Basic Product Technology (Commercial)

Vehicle Configurations & Cab Concepts

Commercial Vehicle Orientation

Technical Terminology in conjunction with en-

gines & drivetrain

Original Parts

Power and Torque

Vehicle Dynamics /Systems

Duration: 2 Days


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NON-TECHN

ICALTRAINING

GENERIC TRAINING

Legal and Ethical

Human Behaviour in the Workplace

Business Ethics

Basic Commercial Law

Basic Contracts

The rights of a customer

The rights of the company

Duration: 2 Days

Manage Diversity and Employment Equity

Employment Equity Act

Employment Equity and organisational Trans-

formation Reports and Trend Analysis

EE assumptions and expectations

Implementation of Employment Equity

Reports and Recommendations

Diversity in the Workplace

Duration: 1 Day

Marketing Management

Introduction to Marketing

Marketing Orientation

Marketing Concepts

Important Elements of Marketing

Steps in the Marketing Process

Marketing Foundation

Focussing on the Customer

Customer SegmentationDatabase

Marketing Mix

Marketing Audit

Strategy

Planning

Duration: 3 Days

Managing Customer Care

Measure Customer Satisfaction

Customer Service Delivery Systems and

Processes

Customer Needs and Relationships

Plan Corrective Actions

Principles of Measuring Customer Satisfaction

Assess and Respond to Customer Needs

Diversity in the Workplace

Duration: 2 Days

Negotiation Skills

Orientation and Introduction

Definitions

The Process and Aim of Negotiating

Principles of Negotiating

Main Sources of Conflict

Managing Conflict

The Phases and Process of NegotiatingPreceding Activities (Planning and preparing)

Elements of the Course of Negotiating

The Reaching of an Agreement

Confirming the deal

Implementation

Duration: 2 Days

Project Management

Market Situational analysis

Strategies

Project Objectives

Liaising and Networking

Reporting Structure

Supervise Project Team

Plan a Project

Duration: 2 Days


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NON-TECHN

ICALTRAINING

GENERIC TRAINING

Health, Safety and Environmental

Legislation

Code of Conduct

Facility Risk

OSHACT

Purpose

Requirements

Policies

Safety Committee

AuditsLegislation

Handling of dangerous fluids

Disposal of fluids

Hazardous substances

Waste Management

Compliance

Storage of fluids

Emissions (Waste Consumption)

Environment and Ecological Considerations

Duration: 2 Days

Mentoring and Coaching

Introduction to Mentoring and Coaching

Coaching vs Mentoring

The Benefits of Coaching

The Benefits of Mentoring

Basic Skills of Mentoring and Coaching

Typical Distinctions between Mentoring andCoaching

Your Role as a Workplace Coach

Your Role as a Workplace Mentor

Culture in the Workplace

Introduction to Culture

Central Concepts about Culture

Characteristics of Culture

Trust

Respect

Reporting / Record Keeping

Personal Development Plan

Duration: 2 Days

Manage Human Resources

The HR Planning Process

Important Legislative Factors

Selection and Recruitment

Appointment and Placement

Personnel Practices

Introduction to Induction

Introduction to Performance Appraisal

Development

Background to Human Resource DevelopmentLegislation

Training needs analysis

Industrial Relations

Forms of Discipline

The Application of Discipline

Disciplinary Hearing

Dismissal

Duration of written warnings

Disciplinary inquiry

Appeals

The Disciplinary Hearing

Duration: 2 Days

Asset Management

Understand, Summarise and Classify Assets

Manage Current Assets

Manage and Maintain Fixed Assets

The Optimisation of Assets

Principles of Stock Control

Stock Control Methodologies

Duration: 2 Days


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NON-TECHN

ICALTRAINING

SALES SPECIFIC TRAINING

Principles of Selling Skills

The Sales Person

The Customer

Personal Sales Plan

Customer Contact

Database Selling

Duration: 2 Days

Vehicle Finance Part 2

Advanced Calculations

Legislation

Finance Intelligence Centre Act - Fica

Duration: 2 Days

Sales Processes

Introduction to Processes

Processes and Procedures

Sales Processes

Different types of Sales Processes

The Vehicle Ordering Process

Vehicle Preparation

Processes within the Sales Cycle

The Finance and Registration process

Delivery Preparation ProcessVehicle Handover Process

After Sales Care

Duration: 2 Days

Vehicle Finance Part 1

Basic Financial Calculations

Financial Products

Customer Types

Duration: 2 Days

National Credit Act

History of consumer credit in South Africa

The purpose of the act

Classifications and Categories of Credit

Agreements

Consumer rights

Industry regulators

The consumer credit agreement

Debt enforcement

Point of sales disclosure

Practical application process

Duration: 1 Day

Sales Selling Skills

Sales Preparation

The Sales Cycle

GreetingNeeds Analysis Approach

Customer Needs

Features, Advantages and Benefits

Handling Objections

Closing the Sale

Vehicle Preparation

Invoicing and Delivery


The Delivery Area

Handover Method

Duration: 2 Days

Sales Operations Management

The Role of a Manager

Goals and Objectives

Key Performance Areas

Forecasting and Budgeting

Performance Management

Duration: 3 Days


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NON-TECHN

ICALTRAINING

SALES SPECIFIC TRAINING: COMMERCIAL

Commercial Vehicle Application

Introduction to Commercial Vehicle Application

Mass Distribution

Calculations and Formulae

Duration: 2 Days

Road Traffic Legislation

Commercial Vehicle Legislation

Dimension of Vehicles

Loads on Vehicles Regulation

Provisions relating to Passenger Carrying

Vehicles

Operator Fitness

Duration: 1 Day

Fleet Management

The difference between private and fleet

customers

Types of Fleets

Fleet Policies

Prospecting to Fleets

Contact (Methods) Fleets

Analysing Fleet Needs

Propose Fleet Solutions

Fleet Presentation

Building Relationships

Duration: 2 DaysCommercial Vehicle Performance

Calculations

Vehicle Performance

Vehicle Performance Formulae

Tyre Resolution

Rolling Resistance Factors

Roadmap of Performance

Calculations

Duration: 2 Days


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NON-TECHN

ICALTRAINING

SERVICE SPECIFIC TRAINING

Service Processes

Overview of Process

Arranging the Appointment

Preparation

Vehicle Reception/Producing Job Order

Carrying out the job/repair

Quality Control/Preparation for Vehicle

Handover

Vehicle Handover/ InvoicingFollow-up

Duration: 2 Days

Service Selling Skills

Service Advisor

Database

The Sales Cycle

Greeting

Approach methods

Needs analysis

Features, Advantages and Benefits

Presentations

Proposals and Quotations

Handling Objections

Duration: 2 Days

Service Operations Management

Service Department Objectives

Resource Utilisation

FacilitiesEquipment

People

Finance as a Resource

Customers

Suppliers

Service Processes

Profit Indicators

Management Information


People Performance Information

Performance Evaluation

People Performance Indicators

Action Plans

Why action planning?

Trending

Duration: 3 Days


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NON-TECHN

ICALTRAINING

PARTS SPECIFIC TRAINING

Parts Processes

Parts Processes

Objectives of a Parts Department

Process Tools

Information Flow in the Dealer Management

System

Asset Register

Departmental Integration

Available ReportsOther Tools

Parts Ordering Process

Types of orders

Purchase documents

Consequences of incorrect orders

Parts Stocking Processes & Procedures

Parts Layout

Binning

Inventory Security

Parts Sales Processes & Procedures

Documentation

Invoicing and Procedures

Picking Procedures

Dispatching Procedures

Buy-out Control

Physical Inventory

Duration: 2 Days

Parts Inventory

Introduction to Inventory Management

Suppliers

Part Types

Parts Life Cycle

Parts Purchasing

Stock Strategy

Obsolescence

Parts Availability

The Profile of Parts Demands

Estimating stock availability

Stock Order Parameters

Demand Forecasting

Stock Profile

Safety Stock

Min/Max Order Requirements

Inventory Maintenance

Receiving

Binning

Inventory Security

Perpetual Stock Counts

Duration: 2 Days

Parts Selling Skills

Objectives of Selling

The Sales Cycle

The Natural Sales Cycle

Buying Cycles

Interest Areas

The Questioning Process

Marketing

Prospecting

Quotations, Estimates And Proposals

Recognising Customer Attitudes

Duration: 2 Days

Parts Operations Management

The Role of a Manager

The Management Process

Responsibility and Authority

Management Behaviours

Balancing Work Styles

Parts Department Key Performance AreasSetting Parts Department Objectives

Defining Key Performance Areas (KPAs)

Resources


Company and Departmental Goals

Performance Management Criteria

The Parts Department as a Profit Centre

Key Performance Indicators (KPI)

Management Accounts

The Company Balance Sheet

Duration: 3 Days


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CONTA

CTDETAILS

CONTACT DETAILS

Office Details:

Telephone: 012 664 7301

Fax: 086 669 9556

E-mail: [email protected]

[email protected]

Website: www.equalcareers.co.za

Physical Address: 1011 Clifton AvenueLyttelton ManorCenturion0157

Equal Career Services Management Team:

CEO: Kowie [email protected]

Director: Peter Le [email protected]

Operations Manager: Hester Delport

[email protected]

Financial Manager: Neal [email protected]


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ACCR

EDITATION


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BBBE

ESTATUS

ecs full products and services 2013

Documents