DAM 4623 TP-300-4/M06/KK(1/4) Helaian 1 Daripada 4

INSTITUT KEMAHIRAN TINGGI BELIA NEGARA

KEMENTERIAN BELIA DAN SUKAN MALAYSIA

KERTAS KERJA

KURSUS AFTER SALES SERVICE EXECUTIVE

TAHAP LEVEL 4

NO. DAN TAJUK

06.00 QUALITY MANAGEMANT 1
MODUL

06.01 Implemant work flow process

06.02 Carry out customer satisfaction activities
TUGASAN 06.03 Conduct technical issues analysis
06.04 Conduct technical recall campaign

This module contains the scope of quality control consisting

of identifying quality control planning and activities, preparing
and obtain quality control, checking quality control planning
OBJEKTIF and activities, assuring enforcement of quality control
PENCAPAIAN activities, recording and produce quality control activities.
The content of this module is used to design teaching, learning
activities and assessment tools to evaluate trainees
performances.
TAJUK ALIRAN KERJA
Carry out work flow process implementation using workshop work
scope ,work specification, workshop work flow process
,workshop facilities and equipment ,work schedule ,manufacturer
specification and information and Organisation Chart , etc .so
that type of work and work flow process identified, workflow
TUJUAN process requirement prepared and workflow process executed in
accordance with work specification requirement and company`s
standard operating procedures.

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Modul 06 - Kertas Kerja Cawangan Pembangunan Kurikulum 2014 (Edisi 6)
DAM 4623 TP-300-4/M06/KK(1/4) Helaian 2 Daripada 4

PENGENALAN :

Anda sebagai pengurus teknikal di sebuah syarikat kereta terkemuka dan telah
mengenalpasti model kereta keluaran tahun 2015 terdapat masalah pada sistem Air Bag.
Anda dikehendaki untuk memanggil semula pengguna keluaran kereta tersebut untuk
dibaiki. Sediakan carta alir prosedur dalam ‘recall campaign’ tersebut. Berdasarkan
permasalahan ini, anda juga diminta menyediakan data-data kepuasan pelanggan berkaitan
masalah ini.

DRAWING / DATA / TABLE:

Not Available

TOOLS / EQUIPMENTS / MATERIAL:

1. Organization chart
2. Flammable items (thinner, petrol treatment, etc.)
3. Toxic materials (brake fluid, battery acid, etc.)
4. Source stock inventory record
5. Company’s Standard Operating Procedure
6. Parts catalogue (parts list, price list, parts drawing, etc.)
7. Spare parts inventory records
8. Product range (model, variant, year of make, etc.)
9. Organisation Chart 6) Company’s
10. Categories of tools and equipment
11. Company inventory system record
12. List of supplier of tools and equipment
13. Manufacture specification (brand name, warranty period, etc).
14. Tools and equipment capital asset order form
15. Standard Operating Procedure (SOP)

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Modul 06 - Kertas Kerja Cawangan Pembangunan Kurikulum 2014 (Edisi 6)
DAM 4623 TP-300-4/M06/KK(1/4) Helaian 3 Daripada 4

DETAIL
WORK STEPS

1. Identify type of 1.1 Determine types of work in the workshop (Vehicle

work reception,generate repair order, etc.)
1.2 Determine scope of work
1.3 Determine work specification (major,minor,diagnosis,etc.)
1.4 Determine responsible personnel/parties involved
1.5 Utilise management Information system (MIS) Comply to
company`s Standard Operation Procedure (SOP)

2 Identify workflow 2.1 Interpret workshop work flow process

process 2.2 Determine responsible personnel/parties involved
2.3 Comply to company’s Standard Operating Procedure(SOP)

3 Prepare workflow
3.1 Determine workflow requirement (process records, checklist,
process requirement
procedure, workstation, etc.)
3.2 Interpret work schedule (time, flat rate, etc.)
3.3 Determine nature of work (major, minor, diagnosis, etc.)
3.4 Determine workshop facilities and equipment (lifter, air tools,
etc.)
3.5 Interpret manufacturer specification and information (workshop
manual, equipment, tools, parts catalogue, etc.)
3.5 Determine responsible personnel/parties involved
3.6 Comply to company’s Standard Operating Procedure(SOP)

4 Execute workflow 4.1 Utilise workflow requirement (process records, checklist,

process procedure, workstation, etc.)
4.2 Utilise work schedule (time, flat rate, etc.)
4.3 Perform the type of work (major, minor, diagnosis, etc.)
4.4 Determine responsible personnel/parties involved
4.5 Comply to company’s Standard Operating Procedure(SOP)

CHECKLIST

No Competency Level Accepted Not Note

Accepted
A. WORK OUTPUT

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Modul 06 - Kertas Kerja Cawangan Pembangunan Kurikulum 2014 (Edisi 6)
DAM 4623 TP-300-4/M06/KK(1/4) Helaian 4 Daripada 4

1 Survey had been done.

B. WORK PROCESS

1 Determine competitive information

2 Checklist

3 Analyse data

C. TIME
1 Within given time

D. ATTITUDE
1 Discipline

2 Commitment

3 Responsibility

E. SAFETY
1 Personal

2 Tools

3 Environment

CHECK LIST

(Trainee’s name & signature) (PP’s name & signature)

Date Date

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Modul 06 - Kertas Kerja Cawangan Pembangunan Kurikulum 2014 (Edisi 6)