Service Support Competency Matrix
Service Support Competency Matrix
Service Support Competency Matrix
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Sl No<br />
Various Heads<br />
Asia Motor Works Ltd., Bhuj –<br />
HCV Business<br />
Division: Customer <strong>Service</strong><br />
Skill Set required<br />
Doc No : HCV/SE/D10<br />
Rev No: 01<br />
Issue Date: 29.03.10<br />
Page No : 1<br />
Customer & Product <strong>Support</strong> <strong>Competency</strong> <strong>Matrix</strong><br />
Part A : Functional Competencies<br />
1 Budgeting<br />
Yearly Budget preparation for Approval 4 3 3 2 2 2<br />
Manpower Planning & Budget 4<br />
4 3 3 2 2 2<br />
2 Recruitment & Selection Organisation chart preparation & Updation 4<br />
Krishna tripathi<br />
Padmanabh Sindgik<br />
Bhuj Plant<br />
Dhanasekaran Pilla<br />
Vijay Lalwani<br />
Prashant Patel<br />
Divyang Patel<br />
3<br />
4<br />
5<br />
6<br />
Technical Knowledge<br />
Job Skill set<br />
Bhuj Plant operations<br />
Field Training<br />
Associate Recruitment & Selection 4 3 3 2 2 2<br />
Job Description 4<br />
4 3 3 2 2 2<br />
In depth Technical Knowledge 3 4 4 4 4 4<br />
Thorough diagnostic skills 3 4 3 4 4 4<br />
Creativity in terms of providing interim solution 3 4 4 4 4 4<br />
to atechnical problem<br />
Physical overhauling of Aggregates 2 4 4 4 4 4<br />
3 4 4 4 4 4<br />
Managerial Skill 4 3 3 2 2 2<br />
Experience in CV Truck Industry 4 3 3 2 2 2<br />
<strong>Service</strong> Strategy 4 2 2<br />
Decision making Skill 4 2 2<br />
4 3 3 2 2 2<br />
Timely processing of Warranty & Free <strong>Service</strong> 4 4 4 4 4<br />
Claims<br />
Timely releasing of <strong>Service</strong> bulletins w r t 4 3<br />
ECNs released<br />
Follow up & getting various reports 3 2 4 2<br />
Follow up & getting Vehicle performance<br />
2 4 2<br />
reports & life of aggregates<br />
Arranging & priortising Retro Fitment activity &<br />
reporting<br />
Literature skills 4 3 2<br />
Preparation of Work shop Manuals, Operator 3 4 2<br />
hand books<br />
Monthly MIS preparation 4 3 3 3 3 3<br />
Driver Training Knowledge<br />
Training Need Identification<br />
Arranging Training through Local Ancillary<br />
supplier to improve technical capabilities of<br />
Dealers, <strong>Service</strong> centers, Colleague & self<br />
development.<br />
On the job training to Dealer Mechanics,<br />
Works Manager & dealer staff.<br />
Training on softer skills<br />
Training on product improvement/<strong>Service</strong><br />
bulletins<br />
Training MIS preparation<br />
7<br />
Customer Concern resolution Tracking of repair time ( major & minor)<br />
Timely resolution of Genuine Customer<br />
concerns<br />
Providing support & information on Legal<br />
cases<br />
8<br />
Dealer Development<br />
Locating & analysing potential capabilities of<br />
Prospect<br />
Guiding in achieving work shop profitability<br />
Follow up for fulfilling Work infrastructure,<br />
Branding & man power as per company<br />
guidelines<br />
Implementation of <strong>Service</strong> processes &<br />
adherance on continual basis<br />
Dealer Management
Sl No<br />
Asia Motor Works Ltd., Bhuj –<br />
HCV Business<br />
Division: Customer <strong>Service</strong><br />
Page No : 1<br />
Customer & Product <strong>Support</strong> <strong>Competency</strong> <strong>Matrix</strong><br />
Various Heads<br />
Skill Set required<br />
Part A : Functional Competencies<br />
Doc No : HCV/SE/D10<br />
Rev No: 01<br />
Issue Date: 29.03.10<br />
Bhuj Plant<br />
Krishna tripathi<br />
Padmanabh Sindgik<br />
Dhanasekaran Pilla<br />
Vijay Lalwani<br />
Prashant Patel<br />
Divyang Patel<br />
9<br />
10<br />
Monthly reporting &<br />
Monitoring Performance<br />
Organisational Capability<br />
Development<br />
11 Handing Over & taking over<br />
Monitoring Monthly KRAs 4 3 3 3<br />
All HO & plant reports 4 3 3 3<br />
Highlighting compiled Product issues 4 3 2 3 2<br />
Dealer performance status<br />
Monthly MIS Generation 4 3 3 2 2 2<br />
Leadership Development 5 3 3<br />
<strong>Competency</strong> <strong>Matrix</strong> Preparation 5 3 3<br />
<strong>Competency</strong> Enhancement 4<br />
Getting all relevant information before<br />
releasing<br />
Completing Clearance Formalities<br />
Taking over Company assets<br />
12 Develop & implement A] Implement TS 16949 in <strong>Service</strong>.<br />
customer Focused systems & B] Develop, monitor & improve <strong>Service</strong><br />
processes<br />
business processes.<br />
1) Warranty Process.<br />
2) Dealer <strong>Service</strong> Processes.<br />
C] Develop Job codes with Labour man hour.<br />
D] Delegate warranty decision making authority<br />
to service Engineer’s level & streamline the<br />
process.<br />
E] Develop Warranty policy Document.<br />
F] <strong>Support</strong>ed & implemented settlement of<br />
Warranty & Free service bills through SAP.<br />
G] <strong>Support</strong> in developing CRM & DMS for<br />
effective & timely communication.<br />
H] Plan & implement <strong>Service</strong> strategy, policy &<br />
systems & continuously upgrade keeping into<br />
account AMW business Model.<br />
4 3 3 2 2<br />
12 Basic Skills<br />
Part B : Behaviour Competencies<br />
Managerial Skill 5 3 3 2 2 2<br />
Communication Skills 4 3 3 2 2 2<br />
Written Skills 4 3 3 2 2 2<br />
Verbal skills 4 3 3 2 2 2<br />
Presentation Skills 4 3 3 2 2 2<br />
Analytical Skills 4 3 3 2 2 2<br />
Negotiation Skills 4 3 3 2 2 2<br />
Interpersonal Skills 5 3 3 3 3 3<br />
Current Gaps<br />
1 Improvement in Basic skills<br />
2 Improvement in Technical skills<br />
Gaps<br />
3 Logical decision making skills<br />
4 Ownership Skills<br />
Green Box signifies applicability of the <strong>Competency</strong> for the position and who is<br />
mapped to that position and what is his current proficiency level in the said<br />
competency<br />
Rating Scale<br />
Expert - 5<br />
Competent - 4<br />
Working Knowledge - 3<br />
Novice - 2<br />
Induction - 1
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