daimler process_and_system_trainings

Stand 08/2013 1

Training Program DCAA Process & System Training Global Training – The finest automotive learning.

Stand 08/2013 2

PROCESS & SYSTEM TRAINING 5

IT- Working Process and Standard Software 5

Sales and Order Processing 6

Warranty and Goodwill Settlement 10

E-Business 12

P0063F • Passenger Cars, Trucks, Vans, smart, FUSO • IT System Administration • Go 5

P0024F • Trucks, Vans • Mercedes-Benz Customer Consultancy System (MBKS) • Go 6 P0037F • Trucks, Vans • Mercedes-Benz Customer Advisory System (MBKS) • Master Workshop • Fly 7 P0005F • Passenger Cars, smart • MBC POS • Presales System • Go 8 P0040F • Passenger Cars, smart • MBC POS • Sales process • Run 9

P0036F • Passenger Cars, Vans, Trucks • Warranty/Goodwill Processing, Damage Coding • Go 10 P0035F • Passenger Cars, smart, Vans, Trucks • Standard Texts and Flat Rates • Go 11

P0027F • Passenger Cars, Trucks, Vans • eMB • Basic Training • Go 12

Stand 08/2013 3

Parts Logistics 13

P0017F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists 13 P0028F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists • Initial Test • Go 14 P0012F • Parts Fundamentals • Module 1 • Go 15 P0013F • Parts Technology • Module 2 • Go 16 P0014F • Logistics Processes • Module 3 • Go 17 P0015F • Materials Planning and Procurement • Module 4 • Go 18 P0016F • Parts Key Figures • Module 5 • Go 19 P0098E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists • Final Test • Go 20 P0079F • Passenger Cars, smart, Vans, Trucks • Logistics Bus • Intensification of DIMS/SICOS • Run 21 P0010F • Passenger Cars, Vans, Trucks • Logistics Bus Basic Training • Module 4 and 5 • Go 22 P0023F • StarOrder/SCOT • Go 23 P0006F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiving and Issue Employees 24 P0029F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiving and Issue Employees • Initial Test • Go 25 P0099E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiving and Issue Employees • Final Test • Go 26 P0007F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Warehouse Employees 27 P0030F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts Advisor Warehouse • Initial Test 28 P0096E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts Advisor Warehouse • Final Test • Go 29 P0008F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Controllers/Purchasers 30 P0031F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Controllers/Purchasers • Initial Test • Go 32 P0097E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Controllers/Purchasers • Final Test • Go 33 P0004E • Passenger Cars, Trucks, Vans • Inspection Competence for Removed Parts • Process Description • e-Training • Go 34 P0077F • Passenger Cars, Vans, Trucks • Odus • Identifying Accessories and Providing Sales Arguments • Go 35 P0048E • Passenger Cars, Trucks, Vans, smart • Parts Operating Sequences • StarOrderplus - Management System for Parts Logistics • e-Training • Go 36 P0088F • Passenger Cars, smart, Vans, Trucks • Operating Procedures for Parts • StarOrderplus – The Management System for Parts Logistics • Go 37 P0082F • Passenger Cars, Trucks, Vans, smart • StarOrderplus • Go 38 P0080F • Passenger Cars, smart, Vans, Trucks • Logistics Bus • DIMS/SICOS Basic Training • Go 39

Stand 08/2013 4

Workshop Processes 40

T0389F • smart • Technology Star Diagnosis • Go 40 T0320F • smart • After-Sales System Processes • Go 41 P0035F • Passenger Cars, smart, Vans, Trucks • Standard Texts and Flat Rates • Go 42 P0003E • VeDoc with Read Function • Web Based Training • Go 43 P0022F • Passenger Cars, Vans, Trucks • VeDoc with Read Function • Go 44 P0019F • Passenger Cars, smart, Vans, Trucks • WIS/ASRA 3 for workshop specialists • Go 45 P0020F • Passenger Cars, Vans • Electronic Parts Catalog (EPC) • Go 46 P0021F • Trucks, Vans • Electronic Parts Catalog (EPC) • Go 47 P0100F • Passenger Cars, smart, Vans, Trucks • Service Operating Processes • Electronic Parts Catalog (EPC) • Go 48 P0025F • Passenger Cars • Networked Service Work with XENTRY Diagnostics • Go 49 P0045E • Passenger Cars, Trucks, Vans, smart • The New Xentry Kit Diagnostic System • Design and Components • e-Training • Go 50 P0046E • Passenger Cars, Trucks, Vans, smart • Xentry Portal • Use in the Service Reception Process • e-Training • Go 51 P0034F • Trucks • Xentry Diagnostics • (Control Unit View) for "The New Star of Long-Distance Transport" • Go 52 P0089E • Passenger Cars, smart, Vans, Trucks • Service Operating Processes • XENTRY TIPS Case Processing • e-Training • Go 53 P0087F • Passenger Cars, smart • Service Operating Processes • Xentry Portal • Use in the Reception Process • Go 54 P0073E • Passenger Cars, smart, Vans, Trucks • Service Differentiation • e-Training • Go 55 P0033F • Process Manager Qualification • Daimler AG's target process in the workshop and warehouse • Go 56 P0101F • Passenger Cars, smart, Vans, Trucks • Service Operating Processes • Warranty and goodwill processing • Run 57

Stand 08/2013 5

Chapter Process & System Training

Department IT- Working Process and Standard Software

Title P0063F • Passenger Cars, Trucks, Vans, smart, FUSO • IT System Administration • Go

Course Number P0063F-AA

Target group User IT Systems

Objectives The participant: > Knows the purpose of the systems > Understands the data transfer links between the different networked systems > Can describe the advantages of optimum systems networking > Knows the information sources that document data transfer and systems networking > Can optimize data transfer between the systems > Can present conclusive arguments to clients regarding the advantages of optimized systems networking > Can present the financial expenditures involved in optimization to the client

Contents > Interfaces of the following systems in Service and Parts: - EPC - WIS/ASRA - Xentry - Xentry Diagnostics - Xentry DAS - Xentry TIPS - Xentry Flash - Logistics Bus - WebParts - Fixed price calculator/Service Package Pricing System - Trailer Parts Catalog > Networking of Star Diagnosis, Xentry Kit and workstation PCs

Training Depth Go Method Theorie 100%

Duration 3,0 days (per 8 hours)

Stand 08/2013 6


Department Sales and Order Processing

Title P0024F • Trucks, Vans • Mercedes-Benz Customer Consultancy System (MBKS) • Go


Target group Salesperson

Objectives The participant > Knows the design and basic functions of MBKS > Can research vehicles and equipment > Can properly configure vehicles according to type > Can create professional-quality customer offers

Contents > Entry into the system after installation > Definition of country and language > Model designation selection > Basic equipment determination > Selection and equipment taking the plausibility check into account > Completing equipment package with color and tires > Price calculation > Customer data > Sales data > Preparing a standard offer > Adjusting the options > Dimensions and weights > Print control from MBKS > Print control from MBKS Edit


Note This training is also available in French by prior arrangement.


Stand 08/2013 7



Title P0037F • Trucks, Vans • Mercedes-Benz Customer Advisory System (MBKS) • Master Workshop • Fly



Objectives The participant can: > Independently transfer an order from MBKS via VAZ to AFAB > Optimize his/her personal settings > Independently optimize the content of his/her offer

Contents > Topics taken from the needs analysis > Optimization of work procedures, e.g. order transfer (AFAB) > Development of solution approaches, e.g. to create text elements in EDIT

Mandatory prerequisite P0018F • Trucks, Vans • Best of MBKS • New Features • Run P0024F • Trucks, Vans • Mercedes-Benz Customer Consultancy System (MBKS) • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code.

Training Depth Fly Method Theorie 20%, Practice80%

Duration 1 day (per 8 hours)

Stand 08/2013 8



Title P0005F • Passenger Cars, smart • MBC POS • Presales System • Go



Objectives The participant: > Can manually add leads and complete any missing data > Knows the importance of having quality customer data > Can communicate within MBC POS > Can use MBC POS to plan and document activities > Is familiar with the basic presales functions in MBC POS and is able to use them > Can process eMB queries in MBC POS > Can use MBC POS to improve the consultation and sales process and integrate it into a professional customer contact strategy > Is familiar with the entire process from presales to sales follow-up and can apply the system functions as part of presales

Contents > Introduction to MBC POS and its integration in the system environment > Methods and instruments for professional customer contact > Adding leads manually > Copying leads and completing missing data > Importance of data quality > Internal communication with MBC POS > Lead activities > Essential functions of MBC POS > Practical exercises in MBC POS for participants > Dealing with eMB queries in MBC POS



Stand 08/2013 9



Title P0040F • Passenger Cars, smart • MBC POS • Sales process • Run



Objectives The participant: > Is familiar with the basic sales process functions in MBC POS and is able to use them > Can use MBC POS to improve the consultation and sales process and integrate it into a professional customer contact strategy > Is familiar with the entire process from presales to sales follow-up and can apply the system functions as part of the sales process > Can process leads > Can prepare offers, financing plans and alternative variants > Recognizes how MBC POS can provide support as part of professional sales talks > Can translate offers into orders and make changes to them > Can process eMB queries in MBC POS

Contents > Methods and instruments for professional customer contact > Essential functions of MBC POS > Practical exercises in MBC POS for participants > Adding and configuring leads > Dealing with eMB queries in MBC POS > Financing plans and offer preparation > Sales alternatives and financing variations

Mandatory prerequisite P0005F • Passenger Cars, smart • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code.

Training Depth Run Method Theorie 100%


Stand 08/2013 10


Department Warranty and Goodwill Settlement

Title P0036F • Passenger Cars, Vans, Trucks • Warranty/Goodwill Processing, Damage Cod-ing • Go


Target group Warranty Specialist

Objectives The participant: > Knows the objectives, background and service scope for warranty and goodwill > Is able to independently process warranty and goodwill processes in an audit-proof manner via workshop orders and to carry out damage coding

Contents > Warranty and goodwill procedure fundamentals and regulations > Information on the Warranty Procedure Manual and EVA > Structure and logic of the damage codes > Correct damage coding procedure and methodology > Information on the creation of audit-proof warranty and goodwill claims > Discussion of practical cases > Basic knowledge about mobility packages

Training Depth Go Method Theorie 0%, Practice100%


Stand 08/2013 11


Department Warranty and Goodwill Settlement

Title P0035F • Passenger Cars, smart, Vans, Trucks • Standard Texts and Flat Rates • Go


Target group Service Advisor

Objectives The participant: > Can create audit-proof and customer-oriented workshop orders using the Mercedes-Benz standard operation texts and flat rates > Is familiar with the fundamentals of determining flat rates

Contents > Basic information on operation texts, work units, standard texts and flat rates (structure and computation) > What are basic times and allowance times and how are these determined? > Differences between basic and technical linked operations and consequences for building flat rates > When are included work texts and when are additional operations used in order writing? > Creation and processing of practical examples



Stand 08/2013 12


Department E-Business

Title P0027F • Passenger Cars, Trucks, Vans • eMB • Basic Training • Go



Objectives The participant can: > Identify the concepts used in the CMS > Describe the content process > Differentiate between the various templates > Perform practice exercises in the CMS > Identify central objects in the CMS > Depict the tree structure in the CMS

Contents > CMS concepts and terms > General content distribution and content processes > System architecture in DAY CQ > Overview template > Central objects in the CMS > Practice exercises



Stand 08/2013 13


Department Parts Logistics

Title P0017F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists


Target group Parts/Process Specialist

Objectives Participants are familiar with: > The fundamentals of vehicle identification at Mercedes-Benz > The structure and the basic functions of VeDoc > The structure and the basic functions of EPC and WIS/ASRA 3 > The relevant processes in the logistics department at the retail operations > The relevant processes between retail and the logistics center > The fundamentals of materials planning > The fundamental types of costs > The relevant key figures in logistics

Contents The program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > P0028F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists • Initial Test • Go > P0012F • Parts Fundamentals • Module 1 • Go > P0013F • Parts Technology • Module 2 • Go > P0014F • Logistics Processes • Module 3 • Go > P0015F • Materials Planning and Procurement • Module 4 • Go > P0016F • Parts Key Figures • Module 5 • Go > P0098E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists • Final Test • Go As soon as all your qualifications have been verified, you will receive your certificate.

Mandatory prerequisite P0028F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists • Initial Test • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code.

Training Depth Method Theorie 50%, Practice50%


Stand 08/2013 14



Title P0028F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists • Initial Test • Go



Objectives The participant can demonstrate the required qualifications as a Parts Process Specialist (PPS).

Contents Theoretical test in the areas of: > Parts fundamentals > Parts technology > Stockkeeping and logistics processes > Materials planning and procurement > Parts key figures


Duration 4,0 hours (per 60 minutes)

Stand 08/2013 15



Title P0012F • Parts Fundamentals • Module 1 • Go



Objectives The participant is familiar with: > The products and brands of Daimler AG > The structure of the Daimler sales and logistics organization > The role of the parts/process specialist (PPS), as well as the interfaces and communicative relationships > The fundamentals of vehicle identification at Mercedes-Benz

Contents > Daimler AG past and present > Daimler AG brands > Role of After-Sales and customer expectations > Daimler sales and logistics organization > PPS interfaces (internal/external) > Mercedes-Benz vehicle classes and sales designations > Mercedes-Benz model series and model designations > Mercedes-Benz vehicle identification number (VIN) > Mercedes-Benz object number system > Data cards

Optional prerequisite The participants meet the qualifications given in the role description of the Parts Process Specialist (PPS).


Note Country-specific topics must be defined and agreed on by the MPC/general distributor and Global Training. The PPS qualification series consists of a total of 5 modules. Successful completion of the PPS qualification series fulfills the requirements of BER Standard No. EA 11 pertaining to Human Resources & Training.


Stand 08/2013 16



Title P0013F • Parts Technology • Module 2 • Go



Objectives The participant: > Is familiar with the structure and functions of the ODUS accessories catalog > Is familiar with the structure and functions of the commercial vehicles accessories catalog > Is familiar with the structure and the basic functions of VeDoc > Is familiar with various ways of researching basic vehicle data and part numbers in VeDoc > Is familiar with the structure and the basic functions of WIS/ASRA 3 > Can retrieve technical documents in WIS net > Is familiar with the structure and fundamentals of EPC net > Can identify MB standard parts in EPC net

Contents > Fundamentals of the Electronic Parts Catalog (EPC/EPC net) > Information on the ODUS accessories catalog (passenger cars) > Information on the commercial vehicles accessories catalog > Fundamentals of the VeDoc vehicle documentation system > Fundamentals of the WIS/ASRA 3 workshop information system





Stand 08/2013 17



Title P0014F • Logistics Processes • Module 3 • Go



Objectives The participant: > Is familiar with the relevant processes in the logistics department at the retail operation > Is familiar with the relevant processes between the retail operations and logistics center > Is familiar with the order types > Is familiar with the structure and basic functions of the replacement part communication and ordering systems > Is able to check part availability > Is familiar with how to find information on availability and delivery time

Contents Fundamentals of > Logistics processes in retail operations > Logistics processes up to the logistics center > Storage location management > Order types > Replacement part communication and ordering systems





Stand 08/2013 18



Title P0015F • Materials Planning and Procurement • Module 4 • Go



Objectives The participant is familiar with: > The order requirements and the aids for materials planning > The order types > The fundamentals of materials planning > The structure and basic functions of the materials planning systems > The fundamentals of stocktaking > The fundamentals of recycling and scrapping

Contents Fundamentals of > Materials planning and materials planning systems > Order types > Stocktaking > Recycling and scrapping



Note Country-specific topics must be defined and coordinated by the MPC/general distributor and Global Training. The PPS qualification series consists of a total of 5 modules. Successful completion of the PPS qualification series fulfills the requirements of BER Standard No. EA 11 pertaining to Human Resources & Training.


Stand 08/2013 19



Title P0016F • Parts Key Figures • Module 5 • Go



Objectives The participant is familiar with: > The fundamentals of types of costs > The relevant key figures in logistics > The fundamentals of assortment analysis > The reports that have to be generated

Contents > Fundamentals of - Types of costs - Key figures in logistics - Product range analysis > Overview of reports for logistics



Note Country-specific topics must be defined and agreed on by the MPC/general distributor and Global Training. The PPS qualification series consists of a total of 5 modules. Successful completion of the PPS qualification series fulfills the requirements of BER Standard No. EA 11.


Stand 08/2013 20



Title P0098E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts/Process Specialists • Final Test • Go

Course Number P0098E-AA


Objectives The participant can demonstrate the required qualifications as a Parts Process Specialist (PPS).

Contents > Final test on the following topics: - Parts fundamentals - Parts technology - Stockkeeping and logistics processes - Materials planning and procurement - Parts key figures


Duration 0 hours

Stand 08/2013 21



Title P0079F • Passenger Cars, smart, Vans, Trucks • Logistics Bus • Intensification of DIMS/SICOS • Run


Target group Parts Advisor Warehouse, Parts Supervisor Inventory Management & Procurement , Parts Manager , Parts/Process Specialist

Objectives The participant can: > Efficiently plan a company-specific inventory strategy using DIMS > Use logistics key figures in SICOS for professional controlling

Contents Efficient planning with DIMS > Stock control > Inventory strategy > Influencing factors of local systems Dealing with logistics key figures in SICOS > Controlling/benchmarks > Product range analysis > Recommended improvement measures Background information on DIMS and SICOS > Parameters > Calculation of order point and order quantity/determining needs > Tips for working with Logistics Bus



Stand 08/2013 22



Title P0010F • Passenger Cars, Vans, Trucks • Logistics Bus Basic Training • Module 4 and 5 • Go



Objectives The participant can: > Carry out order scheduling > Process messages and LAG orders > Carry out VOR ordering with StarOrder

Contents > Provision of basic knowledge in the logistics bus modules DIMS, SICOS, SCOT and StarOrder > Execution of order scheduling with DIMS > Processing of messages and stock replenishment (LAG) orders > Stock information and key figure determination with SICOS > Order situation transparency with SCOT > VOR ordering with StarOrder

Optional prerequisite Knowledge of the parts sector


Note This course is part of the qualification series for Parts and Process Specialists.


Stand 08/2013 23



Title P0023F • StarOrder/SCOT • Go



Objectives The participant can > Describe the ordering and parts procurement processes > Name the retail components in the logistics bus and describe their functions > Describe and carry out the log-in processes for the logistics bus > Carry out basic settings in the StarOrder and SCOT systems > Create and administer orders in the StarOrder system > Recognize part substitutions with StarOrder > Check part availability with StarOrder > Track back order processing using SCOT

Contents > Retail components in the logistics bus > Log-in process > StarOrder > SCOT (Supply Chain Order Tracing)


Note For markets which are not connected to the logistics bus (DIMS, SICOS).


Stand 08/2013 24



Title P0006F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiv-ing and Issue Employees


Target group Parts Advisor Goods in / Goods out

Objectives

Contents The program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > P0029F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiving and Issue Employees • Initial Test • Go > P0012F • Parts Fundamentals • Module 1 • Go > P0013F • Parts Technology • Module 2 • Go > P0099E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiving and Issue Employees • Final Test • Go As soon as all your qualifications have been verified, you will receive your certificate.

Mandatory prerequisite P0029F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiving and Issue Employees • Initial Test • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code.

Training Depth Method Theorie 100%

Note The training package consists of the following training modules: "P0012F • Module 1 • Parts Fundamentals • Go" "P0013F • Module 2 • Parts Technology • Go"


Stand 08/2013 25



Title P0029F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiv-ing and Issue Employees • Initial Test • Go



Objectives The participant can demonstrate the required qualifications as a goods receiving and issue employee.

Contents > Qualifications check on the following topics: - Parts fundamentals - Parts technology


Note


Stand 08/2013 26



Title P0099E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Goods Receiv-ing and Issue Employees • Final Test • Go



Objectives The participant can demonstrate the required qualifications as a goods receiving and issue employee.

Contents Final test on the themes: > Parts-Basic principles > Parts-Technology


Note

Duration 0 hours

Stand 08/2013 27



Title P0007F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Warehouse Employees


Target group Parts Advisor Warehouse

Objectives The participant: > Is familiar with the Daimler AG products and brands > Is familiar with the structure of the Daimler sales and logistics organization > Is familiar with the fundamentals of vehicle identification at Mercedes-Benz > Is familiar with the structure and functions of the ODUS accessories catalog > Is familiar with various ways of researching basic vehicle data and part numbers in VeDoc > Can retrieve technical documents in WIS net > Can identify MB standard parts in EPC net > Is familiar with the processes in the logistics department at the retail operation and their interfaces to the logistics center > Is familiar with the structure and basic functions of the replacement part communication and ordering systems

Contents The program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > P0030F • Passenger Cars, smart, Vans, Trucks • Qualifications Check • Warehouse Employees > P0012F • Parts Fundamentals • Module 1 • Go > P0013F • Parts Technology • Module 2 • Go > P0014F • Logistics Processes • Module 3 • Go > P0096E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts Advisor Warehouse • Final Test • Go As soon as all your qualifications have been verified, you will receive your certificate.



Stand 08/2013 28



Title P0030F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts Advisor Warehouse • Initial Test



Objectives The participant can demonstrate the required qualifications as a warehouse employee.

Contents Theoretical test on the following: > Parts-Basic principles > Parts-Technology > Stock Inventory and Logistics Processes


Note Work through the presentation on module 1 or CBT "Vehicle Identification".


Stand 08/2013 29



Title P0096E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Parts Advisor Warehouse • Final Test • Go



Objectives The participant can demonstrate the required qualifications as a warehouse employee.

Contents Theoretical test on the following: > Parts-Basic principles > Parts-Technology > Stock Inventory and Logistics Processes


Note Work through the presentation on module 1 or CBT "Vehicle Identification".

Duration 0 hours

Stand 08/2013 30



Title P0008F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Control-lers/Purchasers


Target group Parts Supervisor Inventory Management & Procurement, Parts Advisor Warehouse

Objectives The participant: > Is familiar with the Daimler AG products and brands > Is familiar with the structure of the Daimler sales and logistics organization > Is familiar with the fundamentals of vehicle identification at Mercedes-Benz > Is familiar with the structure and functions of the ODUS accessories catalog > Is familiar with various ways of researching basic vehicle data and part numbers in VeDoc > Can retrieve technical documents in WIS net > Can identify MB standard parts in EPC net > Is familiar with the processes in the logistics department at the retail operation and their interfaces to the logistics center > Is familiar with the structure and basic functions of the replacement part communication and ordering systems > Is familiar with the order requirements and the aids for materials planning > Is familiar with the structure and basic functions of the materials planning systems > Is familiar with the fundamentals for stocktaking

Contents The program consists of the following individual training course and begins with the initial test. Following the initial test you will receive a recommendation on which training course(s) you should book: > P0031F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Controllers/Purchasers • Initial Test • Go > P0012F • Parts Fundamentals • Module 1 • Go > P0013F • Parts Technology • Module 2 • Go > P0014F • Logistics Processes • Module 3 • Go > P0015F • Materials Planning and Procurement • Module 4 • Go > P0097E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Controllers/Purchasers • Final Test • Go As soon as all your qualifications have been verified, you will receive your certificate.

Mandatory prerequisite P0031F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Controllers/Purchasers • Initial Test • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code.

Stand 08/2013 31



Stand 08/2013 32



Title P0031F • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Control-lers/Purchasers • Initial Test • Go


Target group Parts Supervisor Inventory Management & Procurement

Objectives The participant can demonstrate the required qualifications as a stock controller/purchaser.

Contents > Qualifications check on the following topics: - Parts fundamentals - Parts technology - Stockkeeping and logistics processes - Materials planning and procurement



Stand 08/2013 33



Title P0097E • Passenger Cars, smart, Vans, Trucks • Qualification Program • Stock Control-lers/Purchasers • Final Test • Go


Target group Parts Supervisor Inventory Management & Procurement

Objectives The participant can demonstrate the required qualifications as a stock controller/purchaser.

Contents Final test on the following: > Parts-Basic principles > Parts-Technology > Stock Inventory and Logistics Processes > Ordering and procurement


Duration 0 hours

Stand 08/2013 34



Title P0004E • Passenger Cars, Trucks, Vans • Inspection Competence for Removed Parts • Process Description • e-Training • Go



Objectives The participant can > Check removed parts for suitability for reuse > Explain the return shipment process

Contents Inspection of removed parts for reconditioning


Duration 0,8 hours

Stand 08/2013 35



Title P0077F • Passenger Cars, Vans, Trucks • Odus • Identifying Accessories and Providing Sales Arguments • Go


Target group Parts Advisor Warehouse, Parts Supervisor Inventory Management & Procurement , Parts/Process Specialist , Parts/Accessories Salesperson

Objectives The participant can: > Identify accessories using the Odus system > Retrieve sales-supporting information in Odus

Contents > Fundamentals of parts identification and advanced functions in MyOdus. > Fundamentals of MediaOdus > Identifying truck accessories > Basic and comfort telephony > Navigation > Entertainment accessories



Stand 08/2013 36



Title P0048E • Passenger Cars, Trucks, Vans, smart • Parts Operating Sequences • StarOr-derplus - Management System for Parts Logistics • e-Training • Go


Target group Parts Advisor Warehouse, Parts Supervisor Inventory Management & Procurement , Parts Manager , Parts Advisor Goods in / Goods out , Parts/Process Specialist

Objectives The participant can operate StarOrderplus.

Contents > Ordering process > Part backlogs > Complaints and return shipment > Statistics > IT malfunction management


Duration 2,0 hours

Stand 08/2013 37



Title P0088F • Passenger Cars, smart, Vans, Trucks • Operating Procedures for Parts • StarOrderplus – The Management System for Parts Logistics • Go


Target group Parts/Process Specialist, Parts Supervisor Inventory Management & Procurement , Parts Advisor Warehouse , Parts Manager , Parts Advisor Goods in / Goods out

Objectives The participant: > Is familiar with the advantages and benefits of StarOrderplus > Knows how to start StarOrderplus, is familiar with the system's user interface structure and knows where to make software configuration settings > Is able to record, track and edit orders > Is able to start, track and edit the various types of bottleneck communication > Knows how to record, view and edit complaints and can understand the new notification process step > Can record the data for feedback and, in the case of the follow-up activity "Return shipment", can view the return shipment approval, notify return delivery and track its progress

Contents > Purpose and benefit > Order > Bottleneck communication > Complaint > Return shipment



Stand 08/2013 38



Title P0082F • Passenger Cars, Trucks, Vans, smart • StarOrderplus • Go



Objectives The participant can operate the customer front end (StarOrderplus).

Contents > Ordering process > Part backlogs > Complaints and return shipment > Statistics > IT malfunction management



Stand 08/2013 39



Title P0080F • Passenger Cars, smart, Vans, Trucks • Logistics Bus • DIMS/SICOS Basic Training • Go


Target group Parts Advisor Warehouse, Parts Supervisor Inventory Management & Procurement , Parts Manager

Objectives Participants can: > Process stock replenishment (LAG) orders > Place orders for short-term needs using StarOrder > Process messages

Contents > Basic knowledge of the logistics bus modules DIMS, SICOS and StarOrder > Execution of order scheduling with DIMS > Processing of messages and stock replenishment (LAG) orders > Stock information and key figure determination with SICOS



Stand 08/2013 40


Department Workshop Processes

Title T0389F • smart • Technology Star Diagnosis • Go

Course Number T0389F-AA

Target group Maintenance Technician

Objectives The participant can: > Name the components of Star Diagnosis and describe their functions > Identify a vehicle, perform a quick test and read out and erase the vehicle's fault memory > Describe what processes are required to operate Star Diagnosis in an authorized smart® service operation > List the components and fields of application of the HMS990 > Operate the HMS990 in conjunction with Star Diagnosis

Contents > Overview of all Star Diagnosis application programs (StarUtilities, DAS, HMS990) > Identify vehicle in DAS, perform a quick test, erase the fault memory > Processes related to Star Diagnosis, e.g. licenses, activating, updates, integrating SD into the dealer's IT network (WLAN) > TAN generator, basics of online SCN coding > Measurement Technology (HMS990) hardware and design, fields of application and use of the HMS990

Optional prerequisite Before the start of the seminar, the participant will have independently worked through the CBT on Star Diagnosis.


Note The content of this course corresponds to course "T0177F• Passenger Cars • Star Diagnosis • Level I • Go".


Stand 08/2013 41



Title T0320F • smart • After-Sales System Processes • Go

Course Number T0320F-AA

Target group Maintenance Technician

Objectives The participant can > Define a workshop order in process steps > Correctly use the application systems to support smart® processing in a workshop order

Contents > Definition, design and breakdown of the service process with the available systems at smart® dealership operations > Processing a virtual workshop order > Professional use of the available smart® information systems > smart®-specific handling and use of - The electronic workshop information system WIS - ASRA (operation texts, standard texts, flat rates and work units) - The electronic parts catalog EPC > Overview of the manufacturer's warranty and goodwill guidelines


Note This seminar is a basic process training course for smart® dealership operations with an overview of the smart After-Sales system environment and its classification in the service process.


Stand 08/2013 42



Title P0035F • Passenger Cars, smart, Vans, Trucks • Standard Texts and Flat Rates • Go


Target group Service Advisor

Objectives The participant: > Can create audit-proof and customer-oriented workshop orders using the Mercedes-Benz standard operation texts and flat rates > Is familiar with the fundamentals of determining flat rates

Contents > Basic information on operation texts, work units, standard texts and flat rates (structure and computation) > What are basic times and allowance times and how are these determined? > Differences between basic and technical linked operations and consequences for building flat rates > When are included work texts and when are additional operations used in order writing? > Creation and processing of practical examples



Stand 08/2013 43



Title P0003E • VeDoc with Read Function • Web Based Training • Go



Objectives The participant can: > Research and print out basic vehicle data (major assemblies, customer data, etc.) > Describe the handling of security-relevant data (theft-relevant parts, download, etc.) > Change VeDoc system settings

Contents > Access to data with the read function > Basic data in the data card > External supplier number recoding > Parts families > Major assembly list > Parts number determination for engines and transmissions in commercial vehicles > Final test

Optional prerequisite Replacement-part-specific knowledge, knowledge of the immobilizer and control unit parameters.


Duration 0,5 hours

Stand 08/2013 44



Title P0022F • Passenger Cars, Vans, Trucks • VeDoc with Read Function • Go


Target group System Technician, Parts Supervisor Inventory Management & Procurement , Parts Advisor Warehouse , Service Advisor , Parts/Process Specialist , Parts/Accessories Salesperson , Workshop Foreman

Objectives The participant can: > Act as a qualified VeDoc contact person for the dealership > Independently research basic vehicle data (major assemblies, customer data, etc.) > Apply in-depth knowledge of the commercial vehicle immobilizer > Reduce the number of written and telephone queries to technical support > Handle security-relevant data (theft-relevant parts, download, etc.)

Contents > VeDoc screens with read permission > Basic data in the data card > Recoding external supplier numbers > Parts families (C05, C74, etc.) > Major assembly list > Identifying part numbers for engines and transmissions in commercial vehicles

Optional prerequisite P0003E • VeDoc with Read Function • Web-Based Training • Go


Note We recommend that you bring a printout of the VeDoc manual to the training course.


Stand 08/2013 45



Title P0019F • Passenger Cars, smart, Vans, Trucks • WIS/ASRA 3 for workshop specialists • Go


Target group Maintenance Technician, Parts Supervisor Inventory Management & Procurement , Parts Advisor Warehouse , Parts Advisor Goods in / Goods out , Parts/Process Specialist , Parts/Accessories Salesperson

Objectives The participant can: > Use the structure plus the design, symbols and functions of WIS/ASRA net > Independently determine documents such as repair instructions, wiring diagrams, service information, etc.

Contents Structure of WIS/ASRA net: > Entry and system configuration > Documents and structures > Working with the table of contents > Working with vehicle data



Stand 08/2013 46



Title P0020F • Passenger Cars, Vans • Electronic Parts Catalog (EPC) • Go


Target group Maintenance Technician, Parts Supervisor Inventory Management & Procurement , Parts Advisor Warehouse , Service Advisor , Parts/Process Specialist , Workshop Foreman

Objectives The participant > Is familiar with the structure, design, symbols and functions of EPC net > Can independently identify part numbers with or without a vehicle identification number > Understands the meaning of vehicle data

Contents Structure of EPC net: > First steps and system configuration > Working with vehicle identification numbers and the vehicle data card > Working without vehicle identification numbers > Generating, storing and deleting shopping lists



Stand 08/2013 47



Title P0021F • Trucks, Vans • Electronic Parts Catalog (EPC) • Go


Target group Maintenance Technician, Parts Supervisor Inventory Management & Procurement , Parts Advisor Warehouse , Parts Advisor Goods in / Goods out , Service Advisor , Parts/Process Specialist , Parts/Accessories Salesperson , Workshop Foreman

Objectives The participant > Can independently identify part numbers with or without a vehicle identification number > Understands the meaning of vehicle data




Stand 08/2013 48



Title P0100F • Passenger Cars, smart, Vans, Trucks • Service Operating Processes • Elec-tronic Parts Catalog (EPC) • Go


Target group Maintenance Technician, Parts Supervisor Inventory Management & Procurement , Parts Advisor Warehouse , System Technician , Service Advisor , Parts/Process Specialist , Workshop Foreman

Objectives The participant > is familiar with the structure, design, symbols and functions of EPC net > can independently identify part numbers with or without a vehicle identification number > understands the meaning of vehicle data




Stand 08/2013 49



Title P0025F • Passenger Cars • Networked Service Work with XENTRY Diagnostics • Go



Objectives The participant > knows what the term XENTRY encompasses > is familiar with the programs integrated in XENTRY > is familiar with the different options for vehicle identification and can use them > is familiar with the navigation options in XENTRY Diagnostics and can use them > can perform a quick test with XENTRY Diagnostics and clear fault memory > can name the XENTRY Diagnostics-capable vehicle model series > can explain the use of the different views and name their advantages > can perform simple diagnostic work with XENTRY Diagnostics > can perform a control unit adaptation with XENTRY Diagnostics > can use the networked systems (XENTRY Ident, XENTRY TIPS, EPC net, WIS net) with the XENTRY functionalities

Contents > XENTRY functionalities > XENTRY Diagnostics > XENTRY TIPS > XENTRY Ident > XENTRY Flash > Networked service with XENTRY on the Star Diagnosis system and PC workstation > Tips and tricks

Optional prerequisite > Well-skilled in the use of EPC net and WIS/ASRA net > Trained in using the Star Diagnosis system on the vehicle (passenger cars) > Access authorization to XENTRY TIPS, EPC net, WIS/ASRA net


Note XENTRY defines the integration of various after-sales systems, thereby enabling the user to apply information faster and in a more targeted manner during his/her daily work. XENTRY Diagnostics supersedes the DAS diagnostic system with the launch of vehicle model series 212. As a result of this, the networking of the after-sales systems takes on a new importance. In addition to the familiar diagnostic options offered by DAS, XENTRY Diagnostics offers new methods of diagnosis and control unit adaptation. On the whole, XENTRY Diagnostics optimizes the repair process.


Stand 08/2013 50



Title P0045E • Passenger Cars, Trucks, Vans, smart • The New Xentry Kit Diagnostic System • Design and Components • e-Training • Go


Target group System Technician

Objectives The participants: > Understand the overall concept and are familiar with the new components > Can operate the devices and tools > Know how to start up the devices and know the differences between the old and new models

Contents > Presentation of overall concept (remote connection, diagnosis runs on multiplexer) > Details for devices (including peripherals) & operation > Operation & functions (design, installation/initial startup, operation & logic)


Duration 0,5 hours

Stand 08/2013 51



Title P0046E • Passenger Cars, Trucks, Vans, smart • Xentry Portal • Use in the Service Reception Process • e-Training • Go


Target group Customer Contact Personnel After-Sales

Objectives The participant: > Is familiar with the philosophy of the Xentry Portal > Understands the value added by the Xentry Portal in the service reception process > Understands the meaning of the different access methods for the Xentry Portal

Contents > Xentry Portal > Integrated processes and systems > System-based service reception process


Duration 0,5 hours

Stand 08/2013 52



Title P0034F • Trucks • Xentry Diagnostics • (Control Unit View) for "The New Star of Long-Distance Transport" • Go



Objectives The participant can work with the control unit view.

Contents > New diagnosis procedure > Control unit view



Stand 08/2013 53



Title P0089E • Passenger Cars, smart, Vans, Trucks • Service Operating Processes • XENTRY TIPS Case Processing • e-Training • Go


Target group Diagnosis Technician, Service Manager , System Technician , Service24h Technician , Service Advisor , Workshop Foreman

Objectives Participants are familiar with: > Key steps to identifying vehicles > Required steps for creating a case > Rules for formulating complaint texts > Required steps for case processing

Contents Vehicle identification > Creating cases > Processing cases


Duration 0,5 hours

Stand 08/2013 54



Title P0087F • Passenger Cars, smart • Service Operating Processes • Xentry Portal • Use in the Reception Process • Go


Target group Customer Contact Personnel After-Sales, Service Receptionist

Objectives The participant can: > Operate Xentry Portal in combination with the Dealer Management System (DMS) > Use vehicle data from the automatic quick test or data from the key > Record customer issues in a structured manner > Process data relevant to the workshop process in the Xentry Portal

Contents > Xentry Portal > Integrated processes and systems > System-based service reception process > Data in the key > Automatic quick test > Structured customer issue

Mandatory prerequisite P0046E • Passenger Cars, Trucks, Vans, smart • Xentry Portal • Use in Service Reception • e-Training • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code.



Stand 08/2013 55



Title P0073E • Passenger Cars, smart, Vans, Trucks • Service Differentiation • e-Training • Go


Target group Service Advisor, Customer Contact Personnel After-Sales , Service Manager , Manager , Service Receptionist

Objectives The participant can: > Distinguish between the new service products > Differentiate between the new service products according to specific target groups

Contents > The new service idea as a part of service differentiation > The new service products


Duration 0,5 hours

Stand 08/2013 56



Title P0033F • Process Manager Qualification • Daimler AG's target process in the workshop and warehouse • Go


Target group Manager

Objectives > Qualification as a process manager who is able to optimize operating sequences at a dealership using the WP2010 procedure model and proven process optimization instruments. > Results for dealerships: - In-house WP2010 process optimization - Transforming the "WP2010 consultation project" into a comprehensive line function - Optimum preparation for a WP2010 consultation by a WP2010 coach - Support in achieving the goals of a WP2010 consultation

Contents > Introduction to Workshop Process 2010 > Thinking in terms of processes > Role of the process manager > Important phases in a consultation project for a "Service with a Star" consultant and the resulting process manager tasks > Important fields of activities within the workshop process > The procedure model for a process manager > Analyzing operating sequences > Identifying potentials in operating sequences > Developing measures to optimize operating sequences > Dealing with performance indicators in service > Aids for implementing measures > Info service process documentation > Process optimization tools



Stand 08/2013 57



Title P0101F • Passenger Cars, smart, Vans, Trucks • Service Operating Processes • War-ranty and goodwill processing • Run


Target group Warranty Specialist

Objectives The participant can professionally process warranty and goodwill cases per workshop order.

Contents Case processing > Request follow-up > EVA application > ESCULAB requests > R20L05 requests

Mandatory prerequisite P0036F • Passenger Cars, Vans, Trucks • Warranty/Goodwill Processing, Damage Coding • Go This training/test has to be booked, before you are authorized to book the main training. You´ll find a detailed description about the training, using the training code.



daimler process_and_system_trainings

Documents

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