"Total Quality Management" are the buzzwords of the year in automotive service, but what do they mean? In this seminar, students learn that implementing total quality management requires hard work, discipline and some tough decisions, but by doing so, you increase sales and profits. This course takes you step-by-step through the nine łtotal quality˛ principles. Students audit their automotive service facility and management style to assess their readiness to implement a total quality management system. When students leave this session, they will know what management choices are necessary to turn their service facility into a total quality organization.

Jane Holcomb 6 credits; 3-hour course Specialty:

This program has eight 4-hour modules with the most important skills needed to supervise others. Each module can stand alone or be given as a series. Supervisors are often promoted with little or no training on their many new responsibilities. This program is designed to help them become more confident and competent in a pivotal position that has great impact on the organization. Modules include: The Role of the Supervisor, Interpersonal Communication; Hiring and Orientation, Assigning Work, Training Employees, Coaching Employees, Performance Appraisals, and Discipline and Termination.

Jane Holcomb 24 total credits; 3-hour modules Specialty:

Do you wonder what makes some people think and act the way they do? Would you like to know how to handle them? Learn about the four basic behavioral styles to improve your interpersonal skills and the ability to communicate with customers, vendors and employees. In this course, you will take a short self-test to discover your own behavior style, learn to better understand styles that are different from your style and learn how to use this information to improve communications and interpersonal skills.

Jane Holcomb 6 credits, 12 credits; 3-hour course, 6-hour course Specialty:

Experts say that a total quality management (TQM) environment equates to increased profits in an automotive service business. This hands-on workshop provides specific łtools of the trade˛ to implement and measure total quality. This session involves hands-on practice and measurement tools, including charts you will be able to take back to your service business for implementation and immediate results. Tools of the quality management trade help improve performance and productivity, as well as customer satisfaction.

Jane Holcomb 6 credits; 3-hour course Specialty: