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Company: TOFAŞ, Bursa, Turkey
Nomination Category: Technical Training

Entry Title: Service Technical Expert Development Program

Products Essay:

About Tofaş & Tofaş Academy

Tofaş is a Turkish Automotive Company, which has equal shareholders as Koç Holding and Fiat Chrysler Automobiles. Tofaş is the fifth largest industrial enterprise of Turkey and one of the two R&D centers of FCA in Europe. It has an annual manufacturing capacity of 400.000 vehicles with 10.000 employees. Tofaş undertakes the representation of 6 brands Fiat, Alfa Romeo, Lancia, Jeep, Maserati, and Ferrari in Turkey.

Tofaş generated 25% of Turkey’s automobile export operation, covering 80 countries. There are more than 6.000 employees working in sales and after-sales operations throughout Turkey.

Tofaş Academy is the sole corporate university that delivers learning solutions to these employees as wells as Tofaş in-house employees and the suppliers as well, summing up to 17,000 people.

Challenge

Our first priority is to provide customer satisfaction and customer loyalty in after-sales services. To ensure this, we follow two indicators. The first one is FRFT (Fix Right First Time) and the second one is CSI (Customer Satisfaction Index). At the beginning of this project, our FRFT score was 95.69 and the CSI score was 77.58.

Audience

In the Service Technical Experts Development Program, audience is the Service Technical Experts who are working in 136 Fiat workshops in Turkey. Service Technical Experts are senior technicians working in the workshops and each workshop has one Service Technical Expert. They are responsible for the correct repair and maintenance of every vehicle coming into workshop and responsible for providing training to other technicians working at the workshop.

Program Structure

Service Technical Expert Development Program consists of 12 different courses delivered in 40 days (320 hours) during a 2-years period.

With a blended learning approach, the program employs the following methods:
-Classroom Training
-Virtual Classroom
-E-learning
-Video Learning

Covering both technical and communication domains, this program consists of four main levels and the certification as listed below :

-Level 1-Basic Technician Program: 6 E-learning and Video Learning, 1 Classroom training (32 Hours), 1 assessment
-Level 2-Intermediate Technician Program: 6 E-learning and Video Learning, 5 Classroom training (104 Hours), 5 assessments
-Level 3-Mechatronics Technician Program: 3 E-learning and Video Learning, 3 Classroom training (88 Hours), 2 assessments
Level 4-Expert Technician Program: 3 Classroom training (80 Hours), 1 assessment
-Certification: 1 day on the job assessment

The Service Technical Experts have to attend the courses and pass all of the assessments in the respective levels to skip to the next level. 3-6 months after the completion of Level 4, Service Technical Experts are subject to a comprehensive skill assessment for the Certification in their workplace, which is performed on the following know ledge and skills:

-Technical know ledge of repair and maintenance
-Ability to use equipment and online know ledge base
-Ability to provide training to technicians

The positive results of the assessment mean they are certified for the development program at the end of 2 years. Those who fail the certification are allow ed to re-enter the assessment 3-6 months later. However, the development journey doesn’t end. Each year, they attend refreshment courses and new vehicle model courses.

Results
The effectiveness of the program was measured at four levels.

-Level 1-Reaction: The participants’ satisfaction is scored at 89 out of 100.
-Level 2-Learning: The participants scored 56/100 on the pre-test and 84 on the post-test.
-Level 3-Application: Since the Certification assessment is performed on-the-job it is a determinant of the learning transfer. The certification scores are 86 points in average.
-Level 4-Impact: The CSI (Customer Satisfaction Index) score has risen from 77.58 to 83.95. The FRFT (Fix Right First Time) score has risen from 95.69 to 96.59. This increase means that 9,000 more cars are fixed right at the first time in a year.

Products Summary
Tofaş;
-400,000 cars manufactured yearly
-10,000 employees
-6,000 sales and aftersales employees
-136 Fiat workshops
-136 Service Technical Experts

Service Technical Experts are senior technicians and responsible for;
-Correct repair and maintenance
-Providing training to other technicians.

Service Technical Expert Development Program;
-12 courses
-40 days (320 hours)
-2-years period.

With a blended learning approach, the program employs the follow ing methods:
-Classroom Training
-Virtual Classroom
-E-learning
-Video Learning

This program consists of four main levels and the certification as listed below :
-Level 1-Basic Technician Program (4 days)
-Level 2-Intermediate Technician Program (13 days)
-Level 3-Mechatronics Technician Program (11 days)
-Level 4-Expert Technician Program (10 days)
-Certification

Results
-Satisfaction score is 89/100.
-Pre-test score 56/100, post-test score 84/100
-Average Certification score is 86/100.
-The CSI (Customer Satisfaction Index) score risen from 77.58 to 83.95.
-The FRFT (Fix Right First Time) score risen from 95.69 to 96.59 (9,000 more cars)

Links:

https://www.tofasakademi.com.tr/upload/FILES/fiat%20carplay%2014.07.2017.mp4
https://www.tofasakademi.com.tr/upload/FILES/acc_revize_22.07.2017.mp4
https://www.tofasakademi.com.tr/upload/FILES/Kor_Nokta_Uyari.mp4

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