In our previous article, we discussed incentives, rewards, mentorship and development efforts for apprentices. This month, we will review a method to evaluate technician progress models.
Let’s start with a high-level view of the development method per role. The development method is based on a track program with up to 15 tracks per role and various disciplines to master in order to move to the next track. The tracks don’t have to be linear, but are set up in a logical progression.
Training path or experiential?
This development method strongly encourages and values training, as some tracks require training or formal certification. It also encourages hands-on experiential learning that allows the apprentice to observe a model of the repair process performed in an efficient manner, and then he/she will practice the task under supervision.
Per track evaluations
To pass a discipline, apprentices need to meet any training or certification requirements and then complete the task on a customer vehicle unaided two times within the crash guide time allotted for the repair. In short, final discipline and track evaluations are tied to proper completion of the task in an industry standard time allotment.
Track Excerpt: Customer Service Representative (CSR) Greets Customer into Repair Center
Skill |
eLearning Recomm -ended |
Suggested or Recommended Training Courses | Certification to Earn | Experiential Learning Suggested | Method of Evaluation |
Greet customers coming into repair center |
Axalta-In-Person Greeting Module (Recomm- ended); Phone Skills - (Third Party) |
Axalta-CSR Course (Recommended) | (None Required) | Observe CSR for 24 hours. Practice a portion of greeting in phases. | Greet customers by name, build rapport, fill in Customer Information Form with them, and transition to estimator. |
Track Excerpt: Prep/Paint Technician Stages Vehicles for Entry into Booth
Skill |
eLearning Recomm -ended |
Suggested or Recommended Training Courses | Certification to Earn | Experiential Learning Suggested | Method of Evaluation |
Staging vehicles for entry into the booth |
Axalta - Staging module (Recomm- ended) |
Axalta - On-site Prepper Course (Recommended) | (None required) |
Observe prepper/ painter staging five vehicles. Following observations, stage 10 vehicles WITH them. |
Stage single larger job and set in booth in five minutes or less. Stage multiple job booth cycles in five minutes or less. |
The Personal Development Passport
We are pleased to share a sneak preview of a personal development passport tool that is in the works. The Personal Development Passport allows each technician or administrative staff member in the collision industry to carry a “virtual personal development passport,” which records completed training, certifications that have been earned, and the individual disciplines for which they have passed an evaluation. When all criteria are met, the staff member move up a level. This, in conjunction with practicing tailored development methods should positively impact career pathing.