Standard

APS 108 - Household Appliance Servicing Occupation-Based Instruction I

Course Description

Introduces student to household appliance service requirements in an actual job placement or practicum experience. Students undertake job responsibilities through realistic work situations and complete the tasks necessary to conduct appliance service operations. Topics include: customer relations, service call records maintenance, service call requirement estimation, service call planning, safety, and equipment and supplies management.

Competency Areas		Hours
Customer Relations		Class	3
Service Call Records Maintenance		D. Lab	0
Service Call Requirement Estimation		P. Lab/O.B.I.	8
Service Call Planning		Credit	5
Safety
Equipment and Supplies Management
Prerequisite:	APS 107
Corequisite:

Course Guide

Competency	After completing this section, the student will:	Hours
		Class	D.Lab	P.Lab/ O.B.I.
CUSTOMER RELATIONS		5	0	15
Product orientation	Demonstrate the operation and care of appliances.
Administrative procedures	Demonstrate how to complete warranty cards/records.
Complaint response	Demonstrate tactful response to possible customer complaints.
SERVICE CALL RECORDS MAINTENANCE
Initiating service call records	Write a service call job order for a real or simulated call in request.
Record repair/replacement action	Complete a service call record to reflect action take in on a real or simulated service call.
	Record time and materials used in a real or simulated restoration.
Accounts receivable	Complete billing records required by typical business office.
SERVICE CALL REQUIREMENT ESTIMATION
Problem analysis	Check real or simulated work order to determine cause of failure.
Identify service procedures	Identify service manuals to determine specific maintenance procedures.
Select repair method	List possible restorative procedures.
Identify tools, equipment, and repair parts	Identify tools and equipment needed for on-site appliance servicing.
Cost	Estimate repair time and cost of a real or simulated service call.
SERVICE CALL PLANNING
Planning the service call	Use real or simulated work order to determine a troubleshooting strategy.
	Identify applicable legal codes governing appliance installations.
	Select tools and equipment for on-site or simulated service call.
	Plan a typical service call.
Transportation	Read maps to locate real or simulated service call site.
SAFETY
Loading materials	Observe safe working practices when loading tools, equipment, supplies, and appliances.
Repair procedures	Conform to safe work practices while servicing appliances.
	Identify the procedures for maintaining a safe work environment for self and others.
	Describe how to restore work area to clean and safe condition.
EQUIPMENT AND SUPPLIES MANAGEMENT
Equipment	Discuss how to maintain an equipment inventory.
	Describe how to unpack new equipment.
	Describe method used to inspect new equipment.
Tools	Describe typical tool crib procedures.
	Identify tools and equipment needed for typical on-site appliance servicing.
Parts control	Describe typical parts ordering procedures.
	Prepare a typical parts order for real or simulated call.
	Describe part inventory control procedures.
References	Describe the procedures used to update service manuals, schematics, and wiring diagrams.

Suggested Resources

Books

Davis, E. G. (1984). Customer relations for technicians. New York: McGraw-Hill.

Meyerink, G. (1988). Appliance service handbook (2nd ed.). Englewood Cliffs, NJ: Prentice Hall.

Whirlpool Corporation. (1988). Customer relations for appliance technicians, G-15. LaPorte, IN: Author.

Audiovisuals

Whirlpool Corporation. (1988). Customer relations for appliance technicians, G-15 (Videocassette No. LIT 787045). LaPorte, IN: Author.