JA608

1. Course Outlines
DEPARTMENT: DEPARTMENT OF MECHANICAL ENGINEERING
PROGRAMME: DIPLOMA IN MECHANICAL ENGINEERING / DIPLOMA IN MECHANICAL
ENGINEERING (AUTOMOTIVE)
COURSE WORKSHOP SERVICE MANAGEMENT
COURSE CODE JA608
CREDIT 2
SYNOPSIS
WORKSHOP SERVICE MANAGEMENT is a module that discusses about the
Management Service Center in Building Analysis, Layout Buildings and Facilities,
Personnel Management, Management Control, Marketing and Sales Service,
Customer Relations and Advertising.
COURSE LEARNING
OUTCOMES (CLO)
1. Describe the market analysis and related marketing services center. (C3, A4)
(Compliance to PLO1)
2. Planning method to build the necessary buildings and facilities are at Service
Center. (P5, A4) (Compliance to PLO2)
3. Identify and solve problems related to matters involved in staff management and
management control elements and methods of control to be exercised. (A4, C3)
(Compliance to PLO4)
TOPICS, DELIVERY
METHODS & STUDENT
ACTIVITIES MUST
ACHIEVE THE CLO
TOPICS & DELIVERY METHODS CLO RTA (L: P)
INTRODUCTION TO WORKSHOP MANAGEMENT CLO 1 (02 : 00)
MARKET ANALYSIS CLO 1 (06 : 00)
BUILDINGS AND FACILITIES CLO 2 (06 : 00)
STAFF CLO 2 (04 : 00)
MANAGEMENT CONTROL CLO 3 (02 : 00)
MARKETING AND SALES SERVICES CLO 1 (04 : 00)
CUSTOMER SERVICES CLO 1 (02 : 00)
7 OPERATIONAL STEPS AND PROCEDURE CLO 2 (04 : 00)
SUMMARY OF THE
TOPICS
INTRODUCTION TO WORKSHOP MANAGEMENT
This topic is relevant to the functions of management, policies, programs and methods
of work.
MARKET ANALYSIS
This topic describes the purpose of market analysis, the definition of regular customers
and service capabilities. The calculation involves the prospect of services, budget
analysis work and calculating sales service.
BUILDINGS AND FACILITIES
This topic discusses site selection, use of space and floor plan of arrangement. It also
involves the description of how settlement, operations and work space, the type of
work in the productive and unproductive, installation of equipment and planning for
future expansion.
STAFF
This topic explains how to plan, train, manage, study and plan staffing needs. It also
includes information about the qualifications and responsibilities of each employee in a
service center, the method of searching for new limbs, ongoing training programs and

2. Course Outlines
DEPARTMENT: DEPARTMENT OF MECHANICAL ENGINEERING
PROGRAMME: DIPLOMA IN MECHANICAL ENGINEERING / DIPLOMA IN MECHANICAL
ENGINEERING (AUTOMOTIVE)
schemes players.
MANAGEMENT CONTROL
Topics include the definition of management control, management control elements,
prerequisites for the management, daily planning methods, quality control, operational
control and efficiency control workshops.
MARKETING AND SALES SERVICES
This topic describes the goal of selling a service, how to attractnew customers,
increase service to every customer and buildinga reputation for service centers, locate
and classify the prospectof servicing, maintenance and service the importance of
holdingregular inspections of the regular customers. This topic alsodiscusses
advertising.
CUSTOMER SERVICES
This topic explains the importance of customer services in the sale of services, identify
the type of customer and courteous service to customers, the provision of waiting
rooms and the formation of attitudes limbs to improve their service to customers and
customer complaints.
7 OPERATIONAL STEPS AND PROCEDURE
This topic exposes work flow, system and procedure in service.
ASSESSMENT
The course assessment is carried out in two sections:
i. Coursework (CA)
Coursework is continuous assessment that measures knowledge, technical skills and
soft skills.
ii. Final Examination (FE)
Final examination is carried out at the end of the semester.
The percentage ratio of FE to CA shall follow the guideline stated in the Arahan-
Arahan Peperiksaan dan Kaedah Penilaian which is approved by the Lembaga
Peperiksaan dan Penganugerahan Sijil/ Diploma Politeknik.
TEST (2) - 40%
QUIZ (4) - 20%
GROUP PRESENTATION (2) - 20%
CASE STUDY (2) - 20%
STUDENT LEARNING
TIME (SLT)
L = Lecture
T = Tutorial
P = Practical
O = Others
Face To face Guided and
Independent Learning
Time
TOTAL
L T P O
30 0 0 3 33 79
REFERENCES
1. Azhari Md Salleh. (1984). Pengurusan Industri Dan Pengeluaran. Pustaka
Salam, ISBN 9679750016
2. Swanson, Kristen K., Everett, Judith C.1999).Promotion in the Merchandising
Environment , Fairchild Books ISBN: 1563671050
3. Walker, Kevin, Ferguson, Cliff, Denvir, Paul. (1999) Creating New Clients:
Marketing and Selling Professional Services, Thomson Learning ISBN:
0304704253
4. Yahya Abd. Hamid. (1989 ). Pengurusan Woksyop, IBS Buku Sdn.Bhd.
ISBN 967-950-103-5