ATTENTION MASSACHUSETTS MARINE INDUSTRY TECHNICANS & MANAGERS: REGISTER FOR MARCH 2008 MARINE TRAINING

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1 ATTENTION MASSACHUSETTS MARINE INDUSTRY TECHNICANS & MANAGERS: REGISTER FOR MARCH 2008 MARINE TRAINING In March 2008 the Massachusetts Marine Trades Educational Trust is proud to host education workshops for both marine technicians and marine industry management. 2- Day technical training in Outboard and Inboard/Outboard engine systems are led by MITEC Council member and AMTECH Director, John Bernier, and will be held at Massasoit Community College s Canton Campus. Three management workshops -- foundations, operations and customer service -- will be led by Jacquie Collins of Partnering for Performance and will be held at The Tavern at Granite Links in Quincy. All of the spring 2008 training is designed to bring quality and comprehensive training to our Massachusetts marine industry just prior to the run up to high season. Each year these workshops sell out early: don t delay-register today! TECHNICAL TRAINING DATE WORKSHOP TITLE INSTRUCTOR Monday & Tuesday March 17 & 18 Outboard Electronic Ignition Troubleshooting John Bernier Wednesday & Thursday March 19 & 20 Inboard I/O Engine & Systems Troubleshooting & Repair John Bernier MANAGEMENT TRAINING DATE WORKSHOP TITLE INSTRUCTOR Monday March 17 Internal Operations: Improving What Happens Behind the Scenes Jacquie Collins Tuesday March 18 Customer Satisfaction: Going Beyond Expectations Jacquie Collins

2 TECHNICAL & MANAGEMENT WORKSHOP REGISTRATION FORM Registration Per Student Per Workshop 1 MMTA MEMBER NON MEMBER 2 $200 $225 Please Indicate For Which Workshop(s) You Are Enrolling Using Checkmarks Below TECHNICAL TRAINING HELD AT MASSASOIT COMMUNITY COLLEGE IN CANTON Monday & Tuesday March 17 & 18 Outboard Electronic Ignition Troubleshooting Wednesday & Thursday March 19 & 20 Inboard I/O Engine & Systems Troubleshooting & Repair MANAGEMENT TRANING HELD AT TAVERN AT GRANITE LINKS IN QUINCY Monday March 17 Internal Ops: Improving What Happens Behind the Scenes Tuesday March 18 Customer Satisfaction: Going Beyond Expectations Complete and Return One Form, Per Student Provide An Address To Receive Registration Confirmation NAME: COMPANY: ADDRESS: CITY, STATE, ZIP TEL: CHECK PAYABLE TO MA MARINE TRADES EDUCATIONAL TRUST CC# EXP: CREDIT CARD (AMEX, DISCOVER, MC, VISA,) SEC CODE: (4 DIGIT AMEX, 3 DIGIT ALL OTHERS) CARDHOLDER S NAME CARDHOLDER BILLING ADDRESS Payments Made BY Credit Card Are Processed Safely and Securely Through PayPal. If Paying By Credit Card, Return Registration Via Facsimile: To: If Paying By Check, Return Registration Form By Mail To: MMTET Workshops PO Box 272 Milton, MA Workshop Questions? Call Ed or erl@3amarine.com 1 Workshop Registration Accepted On A First Come, First Served Basis up to 24 students per workshop. 2 If Your New MMTA Member Application is approved within 60 days of course enrollment, you will be credited $50.

3 TECHNICAL WORKSHOP OUTBOARD ELECTRONIC IGNITION TROUBLESHOOTING MONDAY & TUESDAY MARCH 17 & 18, AM 5PM INSTRUCTOR, JOHN BERNIER Massasoit Community College, Canton This workshop will cover the fundamental principles needed to troubleshoot the electronic ignition system on outboard engines, which is the number one problem in outboard repair. You will gain a better understanding of the ignition components and how the ignition system operates. Discover new tips and techniques that will build your confidence and greatly reduce your troubleshooting time. This course is a must for all career professionals interested in staying abreast of the ever-changing outboard engine technology. You don t have to be an electronics expert to be effective repairing these systems. INBOARD I/O ENGINE & SYSTEMS TROUBLESHOOTING & REPAIR WEDNESDAY & THURSDAY M A R C H 19 & 20, AM 5PM INSTRUCTOR, JOHN BERNIER Massasoit Community College, Canton This workshop is designed to provide a systematic approach to inboard gasoline engine troubleshooting. By applying a systematic approach to troubleshooting, proficiency and accuracy is dramatically increased. The course will provide a sound fundamental knowledge of the engine, and the problems associated with each system. Performance problems will be discussed and the class will be broken into small groups to brainstorm problems and solutions. The open forum style of training is unique and provides the technicians with real-world problem solving skills. John Bernier is a member of the AMTECH Board of Directors. Mr. Bernier brings many years of experience as an educator of marine programs, having taught for such institutions as Massasoit Community College and Bristol Community College. John is an active member of the Massachusetts Marine Trade Association, and he is currently advisor to the Education Committee. Most recently employed by Watch Captain Software John has also worked as a technician and marine service manager. Mr. Bernier is an active member of is a member of the Marine Industry Technical Education Council (MITEC) and a Director of the Association of Marine Technicians (AMTECH). Location & Logistics: Massasoit Community College 900 Randolph Street, Canton MA. Day 1 Will be Held in the Lecture Hall: Day 2 in the Diesel Lab. Continental Breakfast and Lunch Included. For Directions Visit: Attire is casual. Bring your own notebooks and writing instruments. Safety glasses or other special equipment will be provided as necessary. If you have any questions, contact Ed Lofgren at or via at erl@3amarine.com DRIVING DIRECTIONS TO MASSASOIT CC at 900 Randolph Street, Canton, MA From Boston: Take the Southeast Expressway to Rt. 128 N, Exit 2A (Route 138 S). Follow Directions From Asterisk* From Cape Cod: Take Rt. 3 N to Rt. 128 N, Exit 2A (Rt. 138 S). Follow Directions From Asterisk* From Southern Mass: Take Rte. 24 N to Rt. 128 N, Exit 2A (Rt. 138 S). Follow Directions From Asterisk* From Western Mass: Take Rt. 2 or Rt. 90 (Mass Turnpike) to Rt. 128 S, Exit 2A (Rt. 138 S). Follow From Asterisk* From Northern Mass: Take Rt. 95, 93 or 3 S to Rt. 128 S, Exit 2A (Rt. 138 S). Follow Directions From Asterisk* * Take a left at the second traffic light (Randolph St.); Massasoit is 1/4 mile on the left. At first fork on campus, bear right and proceed around to the rear of campus. Enter main door and Professional Development Center Classroom is the first on the left. MASSASOIT CC INCLEMENT WEATHER CANCELLATION OF CLASSES When cancellation of classes is necessary, announcements will be made at approximately 6:00 a.m. The stations notified will be WPLM-FM, WJDA-AM, WBZ-AM, WHDH-AM, WRKO-AM, WEEI-AM, WBET-AM, WCAV-FM, WNBH-AM. Note that each campus may be independent of the other as regards class cancellations in an emergency situation. Please Do Not Call The College. MMTET_Winter08_Training_Long_Form_06FEB.doc - Page 3 of 5

4 MANAGEMENT WORKSHOP INTERNAL OPERATIONS: IMPROVING WHAT HAPPENS BEHIND THE SCENES MONDAY, MARCH 17, AM 3PM INSTRUCTOR, JACQUIE COLLINS Granite Links, Quincy This one day, highly interactive, program is comprised of topics that set the stage for understanding the importance of ensuring that all internal processes meet the need of the customer, and the strategy questions that one must be able to answer. In order to accomplish this objective the following takes place in the workshop: Continuous Process Improvement Definition of term Identification of internal processes Meeting customer expectations do your processes support these Your internal system: people, process, tools Identifying your KSIs Key Service Indicators Setting Standards Setting Goals Putting Appropriate measurement mechanisms in place Strategy questions such as: How good are your operating activities? Do they ensure that your strategy provides distinctive experience to your customers and deliver one or more financial targets? are discussed and roadblocks identified The term process is defined Examples of common processes are given An exercise around drawing a process Defining an organization s internal system (a graphic depiction) Clarifying customer needs/wants and how to service these Improving processes identifying duplication, deadlines, delays, bottlenecks, etc. Identifying standards based on competencies and capacity Setting goals that link to customer service and standards Using an Action Planning Sheet CUSTOMER SATISFACTION: GOING BEYOND EXPECTATIONS TUESDAY, MARCH 18, AM 3PM INSTRUCTOR, JACQUIE COLLINS Granite Links, Quincy A one day program that provides participants with a framework to help them clearly identify both external and internal customers. This provides a basis for ensuring the mission statement of the organization supports customer needs, in turn, going beyond expectations. The philosophy behind this workshop is: satisfied customers are your best referrals, providing the opportunity for growth and sustainability. Learning areas include the following: Who are your external customers? Who are your internal customers? How internal customer satisfaction leads to external customer satisfaction What is your mission statement and how does it support your customers Dealing with difficult situations Identifying the gaps between what is provided and what is needed Clarifying wants and needs Measuring customer satisfaction Developing and clarifying your external customer profile Internal dependencies your internal customers Fundamental service skills a collection of skills that if practiced, will ensure that you will always meet the customer s essential needs The key components that all customers look for in a satisfactory experience Core behaviors that are necessary to display Disengaging emotionally from a difficult customer interaction; The Interaction Model Measuring customer satisfaction using the right criteria MMTET_Winter08_Training_Long_Form_06FEB.doc - Page 4 of 5

5 MANAGEMENT WORKSHOP Jacqueline Collins, Principal, Partnering for Performance, has twenty years experience in the development, design, and implementation of business strategies focused on organizational and business performance improvement. Prior to starting Partnering for Performance in 1999, Jacqueline worked in the financial services industry for fourteen years as an officer responsible for the development, execution and evaluation of quality improvement programs. She worked with business units to design, develop, and communicate best practices in areas of performance and process measurement, customer service, process improvement, root cause problem solving and facilitated planning processes. Additionally, her work encompassed the management of strategic initiatives as well as the coaching and mentoring of management teams in the application of tools used to accomplish objectives. Important initiatives included: Development and implementation of leadership/professional development, Spearheaded competency model building through the job description review process, Facilitated a mentoring/career development program, Partnering for Performance Coaching/Business Development Strategies for Growth and Performance Jacqueline Collins, Principal Participated on an in-house advisory board for the development of Customer Service Training and Human Effectiveness, Directed communication efforts, both internally and externally, Built Total Quality Management Tools and facilitated workshops across the company (s). Jacqueline has owned and operated several small businesses in the areas of retail, service, and consulting. This experience enables her to work effectively with other business owners to define their business direction. As an independent consultant, Jacqueline has helped companies formulate business plans, management development programs, change and communication strategies, customer relationship management, as well as coaching and mentoring staff. Successful initiatives as a consultant have been: Served as an Internal Consultant assisting in identifying and resolving problems, personnel issues, organizational design, performance and leadership initiatives. Worked with city and town government agencies to improve customer service and communication. Provided consulting and training services to universities and colleges. This has included designing and implementing project management programs as well as providing coaching to the project teams. Developed a change management strategy for a growing partnership. Worked with companies to increase customer satisfaction through improved processes, thereby increasing revenue. Facilitated the planning process for small and mid size companies ensuring sustainability and growth. Assisted with the development of business plans for start-ups. ****************************************************************************************************************** Location & Logistics: Continental Breakfast and Lunch Provided At The Tavern at Granite Links Quincy, MA. For Directions Visit: Attire is casual. Bring your own notebooks and writing instruments. If you have any questions, contact Ed Lofgren at or via at erl@3amarine.com DRIVING DIRECTIONS TO THE GRANITE LINKS 100 Quarry Hills Drive, Quincy, MA Granite Links Golf Club is located less than 7 miles from downtown Boston in Quincy/Milton, MA. The main entrance is located just off Route 93 at Exit 8 (Furnace Brook Parkway) follow signs to "Quarry Hills". Enter through The Tavern/Pro Shop Self Park or Valet Parking is available. From the NORTH: If coming from the North, this exit 8 off-ramp will run parallel to the expressway, coming to an intersection at the Mr. Tux building. Take a right here onto Ricciuti Drive. Continue straight ahead approximately one mile to the club entrance on your left at Quarry Hills Drive. From the SOUTH: If coming from the South, this exit 8 off ramp will split into left/right forks twice. First stay to the left then stay to the right, each time following signs for Quarry Hills. At the stop sign by Curry Hardware, go left, crossing under the highway to the southbound side. At the stop sign at the Mr. Tux building, go straight across onto Ricciuti Drive. Follow for approximately one mile to the club entrance on your left at Quarry Hills Drive. MMTET_Winter08_Training_Long_Form_06FEB.doc - Page 5 of 5