These stories are based on the book:
"The Service Consultant; Principles of Service Management and Ownership"
The cast and crew were automotive students who made the film as part of a class project in the course: Automotive Technical Training and Workforce Development
Thank you for watching!
CHAPTER 1 Videos
Chapter 1 Video - Automotive Service Facilities and Industry Overview (5 minutes).
Chapter 1 Video (Vehicle Testing) - Ride with an automotive management class on a test track to learn how buses are evaluated for durability (6 minutes).
Chapter 1 Video (Electric Car Competition) - The electric Fiero from the "Chapter 1 Video" goes to an electric vehicle competition with a NIssan Leaf, Tesla Model S, and Tesla Roadster (9 minutes).
Chapter 1: Student Work Expectations - To help students prepare for the first homework assignment this video compares a food order to student work quality (10 minutes).
CHAPTER 2 to 7 Videos
Chapter 2 Video - The Role of the Service Consultant and Formatted Operating Systems. A student visits a service facility and is given a tour by a service consultant to better understand the service consultant's job duties (7 minutes).
Chapter 3 Video - The Team Approach: A lead technician (team leader) explains how to assign work to technicians and also introduces other members of the service team (7 minutes).
Chapter 3 Video (Lithium battery for Fiero Project) - This video documents the progress of a joint effort between Automotive Technology Management students and machining students under the oversight of engineers to build a lithium battery pack from donated cells. Students had to work over several semester to design and build the packs (2 minute).
Chapter 3 Video (Electric Camaro Race Car build) - This is a fun video created by students as they built the electric Camaro. The students organized themselves into production teams to design and build the vehicle (1 minute).
Chapter 3 Video (Electric Camaro modified for a convention show) This instructional video was created to show how the students modified the Camaro for use at a 2014 convention in Washington D.C. (2 minutes)
Chapter 6 Video - Personal Communication: A service team demonstrates how the Customer Service System works from the greeting to the presentation of the invoice (10 minutes)
Chapter 8 Videos for p. 187 Activity:
Classroom based Activity* (Technician Inspection #1 Results - 2 minutes)
Classroom based Activity* (Technician Inspection #2 and #3 Results - 3 minutes)
Referred to in the classroom PowerPoint slides (supplied by the publisher for this book), these inspection videos are designed to help students prepare for the chapter 8 activity found on p. 187 (Prioritize suggestions as Must, Should, or Could).
*These can be used either as a class activity or students could use them to complete the activity in chapter 8. Refer to PP presentation for the answers and discussion about the service suggestions seen in the videos.
CHAPTER 9 to 15 Videos
Chapter 9 Video (HV Battery Testing with Engineering) - Students, some who are training to become manufacturer Field Service Engineers & Technical Hotline employees work with an Engineer to test High Voltage Batteries. This videos shows an engineering lab that uses a $1M HV battery "load tester" & charger to perform the tests. (reference to page 200; 2 minutes).
Chapter 9 Video - What is in Automotive Technology Management
Inspirational video that focuses on the type of activities students perform in a 2+2 Automotive BS degree in automotive with a business and technical emphasis (reference to page 200; 3 minutes).
Chapter 11 Video - The Shop Production System. This video demonstrates how the Repair Order Tracking Sheet is used by the service team to monitor workflow and repair progress (14 minutes).
Chapter 12 Video - Problem Resolution and Dealing with Angry Customers (5 minutes)
Chapter 12 Video - Career Profile of John Kouroupas, Customer Experience Specialist, Ford Motor Company (2.5 minutes)
Chapter 14 Video - Management of Operations: Insurance Contracts. This interview overviews Service Facility insurance coverage and goes with content on p. 308-311. The interview format is similar to how a shop owner would discuss coverage with an insurance agent / broker (15 minutes).
Chapter 15 Video - Career Profile (p. 341): Inspirational video follows Ryan Black, Technical Training Development Administrator at University of Toyota, as he explains his job duties (3 minutes).