Automotive service excellence testing: Repair supervisors' perspectives about its effectiveness.

摘要

The Automotive Service Excellence (ASE) organization has for the past 30 years administered paper-and-pencil tests to automotive repair mechanics. Those mechanics passing the test receive certificates indicating that they are certified mechanics.; Customers of automotive repair services have been encouraged to seek out ASE-certified mechanics when needing vehicle repairs. Owners of automotive repair facilities often use ASE certification as a way to advertise the quality of their mechanics. Additionally, automotive repair training institutions have implemented ASE test preparation programs into their curriculum.; However, it appears that no one has questioned the ASE test's ability to differentiate between competent and incompetent mechanics. Are ASE-certified mechanics more competent than non-ASE-certified mechanics? To answer this question, 90 shop supervisors from six western states were asked to provide data about the mechanics they supervise. They rated each of their mechanics (n = 398) on five different repair competencies ( n = 1990) and indicated whether or not the mechanic was ASE-certified. The ASE and non-ASE scores were compared seven different ways. In every comparison the data indicated that the two groups were the same population (i.e., the ASE-certified mechanics were in no way more competent than non-ASE mechanics).; The difference between the ASE-certified mechanic's mean score of 4.264 and the non-ASE mechanic's mean score of 4.244 is less than one half of one percent. In a comparison of the two groups by the type of repair facility where they worked, non-ASE mechanics outscored their ASE counterparts in both the independent shops and franchise shops. In a comparison of the two groups by years of experience, it was discovered that non-ASE-certified mechanics having more than 10 years of experience out scored their ASE counterparts.; Again, the data indicate that the ASE-certified mechanics are on the average no more competent than non-ASE mechanics.