Use of Automotive Service Excellence Tests Within Transit (2016)

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14 As indicated in this table, almost half of all technicians who responded to both surveys have more than 10 years of experience. Most of the instructors responding to the sur- veys also have more than 10 years of experience working as instructors, and the majority has also worked more than 10 years in management and as technicians before becoming instructors. Most managers, supervisors, and union reps as a group also have more than 10 years of experience in their occupation. Almost half of all managers, supervisors, and union reps have worked more than 10 years as technicians. The point here is that respondents in all three occupations represented in this study have a significant amount of maintenance experience, implying that there is an aging workforce with impending retirements. It is interesting to note that most instructors have more experience working as technicians than they do working as instructors. In addition, the career path for most managers, supervisors, and union reps tends to bypass work as instructors; most of them have less than one year of experience as an instructor. Automotive Service excellence certificAtionS Question #5: Automotive Service excellence transit Program Awareness As shown in Table 7, the majority of the 16 target agencies surveyed is aware of the ASE transit bus certification pro- gram, with instructors having a higher level of awareness. Question #6: number of ASe certifications Those responding to the ASE mailing have more certifications than those from the 16 target agencies. Although just over half of the target agency technicians surveyed hold no ASE certifications, more than half of those responding to the ASE mailing are Master Certified (having attained certifications in all test areas). Most target agency instructors are Master Certified, whereas all instructors from the ASE mailing are Master Certified. Although the majority of managers, supervisors, and union reps responding to the ASE mailing are Master Certified, the majority of managers, supervisors, and union reps from the introduction This chapter reports on the ASE program as expressed through survey responses received from technicians, instructors, and maintenance managers, supervisors, and union representatives from 16 transit agencies, a total of 402 responses. Survey responses were also received through a mailing generated by ASE to individuals who have taken at least one ASE transit test, a total of 108 additional responses. Survey responses to questions from the staff of the 16 transit agencies are presented in tables and text, whereas ASE mailing responses are indicated separately within the text. A total of 510 transit maintenance personnel responses are presented. Responses received from the 16 target agencies differ from the ASE mailing responses in that the target agencies represent a cross section of technicians, some of whom have not taken an ASE test, may not be aware of ASE, or may not have an interest in the program. Those responding to the ASE mailing, however, have been motivated for one reason or another to take at least one ASE test and therefore have some experience with and interest in the process. Survey reSPonSe tAlly Table 4 shows the breakdown of all survey responses received and Table 5 the breakdown of transit agency participation. The remaining tables in this chapter are formatted to show the number of responses received for a given question number. In most cases, only agency responses are shown; in other cases, they are combined with ASE mailing responses. Most tables show separate responses from each of the three occupations surveyed: • Technicians, • Instructors, and • Managers, supervisors, and union representatives. Work exPerience Table 6 shows the work experience in years for technicians, instructors, and maintenance managers, supervisors, and union representatives from transit agencies and ASE mailing respon- dents combined. chapter three Survey reSPonSeS

15 Aware of Transit ASE Program Yes (no.) No (no.) Technician Responses/246 196 50 Instructor Responses/37 35 2 Manager/Supervisor/Union Rep Responses/119 104 15 Source: Survey responses. TAblE 7 ASE TRAnSIT PRogRAM AwAREnESS (transit agencies) Number of Responses Received From: Source Technicians Instructors Manager/Supervisor/Union Rep Transit Agencies (402 total) 246 37 119 (108 management, 11 union) ASE Mailing (108 total) 81 6 21 (17 management, 4 union) Subtotals 327 43 140 Total: All Surveys 510 Source: Survey responses. TAblE 4 bREAkdown of All SuRvEy RESPonSES Number of Responses Received From: Transit Agency Technicians Instructors Manager/Supervisor/ Union Rep Capital District Transportation Authority (CDTA) 4 3 6 Central Florida Regional Transportation Authority (LYNX) 15 2 3 Connecticut Transit 30 2 16 King County—Seattle 30 3 5 Kitsap Transit 8 0 6 Long Beach Transit 16 2 3 Metropolitan Atlanta Rapid Transit Authority (MARTA) 8 4 7 New York City Transit 29 10 16 Niagara Frontier Transportation Authority (NFTA) 7 1 7 OmniTrans (San Bernardino) 11 0 12 Orange County Transportation Authority (OCTA) 16 5 16 Polk Transit 4 0 4 Potomac and Rappahannock Transportation Commission (PRTC) 18 0 5 Rockford Mass Transit (IL) 7 0 2 Santa Clara Valley Transportation Authority (VTA) 24 1 5 VIA Metropolitan Transit (San Antonio) 19 4 6 Subtotals 246 37 119 Total Survey Participation (16 Agencies) 402 Source: Survey responses. TAblE 5 bREAkdown of TRAnSIT AgEnCy PARTICIPATIon Years of Work Experience <1 (no.) 1–2 (no.) 3–5 (no.) 6–10 (no.) >10 (no.) Technician Responses/246 + 81 Years worked as technician 17 22 51 46 110 Instructor Responses/37 + 6 Years worked as instructor — 6 8 7 7 Years worked as manager/union rep — 6 8 9 14 Years worked as technician 6 1 6 4 20 Manager/Supervisors/Union Rep Responses/119 + 21 Years worked as Manager/Supervisor/Union Rep — 29 7 19 64 Years worked as technician 28 6 16 19 50 Years worked as instructor 87 12 9 3 8 Source: Survey responses. TAblE 6 woRk ExPERIEnCE (target agencies and ASE responses combined)

16 target agencies have no ASE certifications. details are shown in Table 8. Question #9: reason for not Passing Most respondents from both groups who have taken at least one ASE test blame their own lack of preparation for not passing, as shown in Table 9. Question #10: test Question difficulty Regarding test difficulty, most believe test questions are “just right” as indicated in Table 10. However, as revealed in the “Awkward Questions” section, more than half of all sur- vey respondents believe at least some of the ASE questions are too awkward to answer (i.e., complexly worded, tricky, etc.). overall, however, respondents appear to indicate that the tests are fair (i.e., passable) and candidates need to adequately pre- pare in order to pass. Survey comments regarding ASE testing reflect a variety of opinions, including the following: • Some of the questions can be vague and manufacturer- specific. • Study hard and do not take too many tests at once. • [The questions] only prove that someone can take a test. The questions [do not reflect] real-world problems. • The test could be difficult or easy—if you don’t read the questions word for word it could be a problem. • It appears that ASE has to trick the test taker to make the test more difficult. I have been taking ASE tests for Number of ASE Certifications 0 (no.) 1–2 (no.) 3–5 (no.) >5 (no.) Master (3) Technician Responses Transit Agencies/246 125 39 30 16 36 Instructor Responses Transit Agencies/37 8 3 7 4 15 Manager/Supervisor/Union Rep Responses Transit Agencies/119 76 11 8 6 18 Source: Survey responses. TAblE 8 nuMbER of ASE CERTIfICATIonS Reason for Not Passing ASE Tests Not Enough Preparation (no.) Not Enough Training (no.) Technician Responses Transit Agencies/76 51 25 Instructor Responses Transit Agencies/15 11 4 Manager/Supervisor/Union Rep Responses Transit Agencies/31 26 5 Source: Survey responses. TAblE 9 REASon foR noT PASSIng ASE TESTS (of those who have taken an ASE test) How Would You Rate ASE Questions? Too Easy (no.) Too Difficult (no.) Just Right (no.) Technician Responses Transit Agencies/152 4 24 124 Instructor Responses Transit Agencies/30 0 4 26 Manager/Supervisor/Union Rep Responses Transit Agencies/65 3 8 54 Source: Survey responses. TAblE 10 TEST QuESTIon dIffICulTy (of those who have taken an ASE test)

17 more than 20 years and have noticed that the tests are more about how the question is worded. • I think these tests are rather difficult especially if you really had no training in any of the sections . . . being tested. • It is a lot about test taking technique. A lot of questions try to “fool” you by twisting words around. • The tests are as realistic as can be considering the mechanic is diagnosing problems without the benefit of using all senses (touch, sight, smell, etc.). • I believe if you have a good background in the material being tested you will do [well] on the test. • A lot of the questions asked do not represent what really happens in a shop. Question #11: ASe recertification Plans As indicated in chapter two, holders of ASE certifications are required to recertify to keep their certifications valid. Most respondents who have taken at least one ASE test do have plans to recertify and keep current with the ASE certification program. Those responding to the ASE mailing are most posi- tive in their recertification plans (Table 11). The relatively large number of those who are not sure, approximately one-third, indicated a need for an outreach effort to provide more infor- mation about the benefits associated with ASE. The survey did not seek reasons for those who are not planning to recertify. It might be that they do not see value in continuing either because of lack of incentives, financial compensation, or motivation. Question #12: expansion to other Subject Areas As noted in chapter two, there are currently eight different ASE transit bus certifications offered. Although most techni- cians, and managers, supervisors, and union reps are uncertain as to whether the program should be expanded to other areas, instructors clearly favor expansion (see Table 12). of those who favor expansion, there is strong interest in the subject of hybrid-electric propulsion systems. According to the responses from managers, supervisors, and union representatives, less than one-quarter indicated that their agency workshop is ASE blue Seal Certified. As described in chapter two, ASE’s blue Seal of Excellence Recognition Program is one where the entire workshop facility gains ASE certification. Repair shops must meet specific criteria to achieve certification where typically three-quarters or more of techni- cians must be ASE certified. oPinionS regArding the Automotive Service excellence ProgrAm Question #15: Bus technician certification A critical study question asked if bus technicians should be tested and certified. As shown in Table 13, most respondents favor testing and certification of bus technicians. Again, those responding to the ASE mailing are most in favor. Tech- nicians from the 16 transit agencies were less supportive of testing and certification, which is understandable given that Should ASE Be Expanded into Other Subject Areas? Yes (no.) No (no.) Not Sure (no.) Hybrid (no.) Doors (no.) Technician Responses Transit Agencies/246 70 54 122 45 37 Instructor Responses Transit Agencies/37 16 7 14 14 11 Manager/Supervisor/Union Rep Responses Transit Agencies/119 52 14 53 43 32 Source: Survey responses. TAblE 12 ExPAnSIon of ASE CERTIfICATIonS To oTHER AREAS (transit agencies) Do You Plan to Recertify, Keep Current? Yes (no.) No (no.) Not Sure (no.) Technician Responses Transit Agencies/168 70 42 56 Instructor Responses Transit Agencies/31 19 4 8 Manager/Supervisor/Union Rep Responses Transit Agencies/69 27 24 18 Source: Survey responses. TAblE 11 ASE RECERTIfICATIon PlAnS (of those who have taken an ASE test)

18 more than half of them do not have any ASE certifications. Technicians from the ASE mailing, however, strongly support testing and certification. Instructors revealed the strongest support for testing and certification. Question #16: Automotive Service excellence as the certification organization when it comes to whether ASE should provide the certifica- tion, responses nearly mimic those of whether bus technicians should be certified. Technicians and managers, supervisors, and union reps from the transit agencies are least in favor, whereas all three groups from the ASE mailing are most supportive toward ASE being the appropriate organization. Table 14 shows the results. There appears to be no clear consensus for other organizations taking the place of ASE; suggestions included the agency itself, vendors, and community colleges as possible alternative testing and certification organization candidates. Question #19: is Automotive Service excellence good for Bus technicians? when asked if the ASE certification is good for bus tech- nicians, regardless of whether they are rewarded through incentives or financial compensation, responses shown in Table 15 again mirror the last two questions. one-third of technicians and managers, supervisors, and union reps were not sure. Most respondents in all three occupations believe bus technicians should be certified, that ASE is the appro- priate organization, and the program is beneficial for bus technicians. Reasons favoring ASE as stated by respondents include: • It shows that techs are trained and tested on one standard and ensures the riding public and government officials that our techs are the best at what they do. • [ASE is] a good tool to help measure employee knowl- edge and where employer training should be focused. Should Bus Technicians Be Tested and Certified? Yes (no.) No (no.) Not Sure (no.) Technician Responses Transit Agencies/246 112 64 70 Instructor Responses Transit Agencies/37 28 2 7 Manager/Supervisor/Union Rep Responses Transit Agencies/119 79 14 26 Source: Survey responses. TAblE 13 SHould buS TECHnICIAnS bE TESTEd And CERTIfIEd? Should ASE Provide the Certifications? Yes (no.) No (no.) Not Sure (no.) Technician Responses Transit Agencies/246 111 53 82 Instructor Responses Transit Agencies/37 19 6 12 Manager/Supervisor/Union Rep Responses Transit Agencies/119 62 14 43 Source: Survey responses. TAblE 14 SHould ASE PRovIdE THE CERTIfICATIonS? Is ASE Good for Bus Technicians? Yes (no.) No (no.) Not Sure (no.) Technician Responses Transit Agencies/246 105 51 90 Instructor Responses Transit Agencies/37 30 1 6 Manager/Supervisor/Union Rep Responses Transit Agencies/119 71 9 39 Source: Survey responses. TAblE 15 IS ASE good foR buS TECHnICIAnS?

19 • Provides third-party testing and eliminates the perception of subjective decisions for technician promotions. • Allows management to select technicians and assign them accordingly to their skill level. • Allows technicians to take pride in what they do; feel accomplished in certain areas. • I think any system that allows technicians to develop skills and certify their abilities is good. • knowledge is power and can only benefit the company and employee. • I feel the ASE testing makes the technicians better at their jobs and keeps them focused on specific areas they’re working on. . . . [but] don’t think it should be required as part of the job. we have some very good technicians that just don’t want to spend the time or like taking tests. Comments from those with contrary views toward the ASE program included: • Passing a test doesn’t mean you can do the repairs. • Anyone can test well, but not everyone can wrench. • Some mechanics are better at hands on rather than sitting in a class. • ASE tests and certifications . . . are just to make your managers and property look better. [It] has no bearing on work performed. Question #22: organizational Support for Automotive Service excellence Most respondents do not believe that labor and management are doing enough to support ASE programs and believe both groups should be doing more. The exception is managers; as a group they believe they are doing enough to support the ASE program (see Tables 16 and 17). Question #26: certification of managers/ Supervisors/union reps Most respondents also believe managers, supervisors, and union reps should be certified (Table 18). Question #27: certification of instructors Most respondents believe instructors should be certified (Table 19). oPinionS regArding the Automotive Service excellence teSting There has been anecdotal evidence to suggest that passing ASE tests does not necessarily translate into being a good technician. Those assumptions appear to be true, at least in Union Support Yes (no.) No (no.) Not Sure (no.) No Union (no.) Technician Responses Does the Union do enough to support ASE? 15 41 30 14 Should the Union do more? 50 16 22 12 Instructor Responses Does the Union do enough to support ASE? 13 60 26 1 Should the Union do more? 82 — 17 1 Manager/Supervisor/Union Rep Responses Does the Union do enough to support ASE? 11 48 28 13 Should the Union do more? 56 7 23 14 Source: Survey responses. TAblE 17 unIon SuPPoRT of ASE (transit agencies) Management Support Yes (no.) No (no.) Not Sure (no.) Technician Responses Does Management do enough to support ASE? 38 40 22 Should Management do more? 55 20 25 Instructor Responses Does Management do enough to support ASE? 29 60 11 Should Management do more? 80 5 15 Manager/Supervisor/Union Rep Responses Does Management do enough to support ASE? 49 35 16 Should Management do more? 49 23 28 Source: Survey responses. TAblE 16 MAnAgEMEnT SuPPoRT of ASE (transit agencies)

20 the opinions of those who took the surveys for this study (Table 20). when asked if it is possible to pass ASE tests but not be a good technician, the vast majority of survey respon- dents from each of the three occupations agree. when asked if it is possible to be a good technician but not pass ASE tests, the vast majority also overwhelmingly agree. Instructors are the exception, where half believe those who pass ASE tests are better technicians than those who fail. The opinions expressed through the surveys appear to imply that while there is solid support for the ASE program, passing tests and gaining certification is not necessarily an indication of being a competent technician. As noted in chapter two, ASE has data to suggest otherwise. Additional RoI research may be required to quantify the benefits of ASE. Should Managers/Supervisors/Union Reps Be Certified? Yes (no.) No (no.) Not Sure (no.) Technician Responses Transit Agencies/246 126 68 52 Instructor Responses Transit Agencies/37 17 9 11 Manager/Supervisor/Union Rep Responses Transit Agencies/119 43 41 35 Source: Survey responses. TAblE 18 SHould MAnAgERS/SuPERvISoRS/unIon REPS bE CERTIfIEd? Should Instructors Be Certified? Yes (no.) No (no.) Not Sure (no.) Technician Responses Transit Agencies/246 179 32 35 Instructor Responses Transit Agencies/37 27 5 5 Manager/Supervisor/Union Rep Responses Transit Agencies/119 95 13 11 Source: Survey responses. TAblE 19 SHould InSTRuCToRS bE CERTIfIEd? ASE Certification Yes (no.) No (no.) Not Sure (no.) Technician Responses Are those who pass ASE tests better technicians than those who fail? 29 57 14 Possible to pass ASE tests but not be a good technician? 89 7 4 Possible to be a good technician but not pass ASE tests? 88 7 5 Instructor Responses Are those who pass ASE tests better technicians than those who fail? 50 38 12 Possible to pass ASE tests but not be a good technician? 76 12 12 Possible to be a good technician but not pass ASE tests? 96 1 3 Manager/Supervisor/Union Rep Responses Are those who pass ASE tests better technicians than those who fail? 36 44 20 Possible to pass ASE tests but not be a good technician? 85 11 4 Possible to be a good technician but not pass ASE tests? 91 4 5 Source: Survey responses. TAblE 20 ASE CERTIfICATIonS AS IndICAToR of TECHnICIAn’S AbIlITIES (transit agencies)

21 Question #30: does Passing Automotive Service excellence make you a Better technician? Selected comments capture the sentiment of survey respon- dents: • ASE testing could be a great tool for the employee, but not used exclusively to determine a person’s abilities. • ASE basically tests your word comprehension. you can be a poor reader and fail a written test, and still have a strong mechanical aptitude. • I knew a person that had ASE certifications and was honestly one of the worse technicians that I have ever worked with. • ASE certification does not produce a good technician, only experience can do that. Question #32: Awkward Questions Regarding test difficulty, most respondents believe that test questions are “just right,” an indication that the tests can be passed. However, when asked if at least some of the ASE questions are too awkward to answer, more than half of all survey respondents indicated yes. Some ASE test takers may not understand a question, which may cause them to answer incorrectly even though they may understand the underlying knowledge being tested. As indicated in chapter two, “ASE’s Test development Process,” trick questions are not accept- able and each question is monitored and tracked for proper performance over time. ASE is interested in reexamining some of its questions. Question #33: inclusion of hands-on (Practical) testing As indicated in chapter two, TlC’s TCRP E-7 project proposes hands-on, practical assessments as a companion to written testing for rail car technician qualification assessments. The hands-on assessments incorporate standards-based work tasks and are conducted by each transit agency at their own facility on equipment familiar to the technicians. As indicated here, a majority in three of the six categories believes ASE certifica- tions should include hands-on testing (Table 21). However, as indicated in the following comments, some of the respon- dents recognize the difficulties associated with controlling and arranging for practical assessments. • I think the hands on would help those who are not good test takers, but the logistics of doing that would be difficult. • give [technicians] a choice—paper test or hands on test so the mechanic can . . . [choose]. • The hands-on testing should not be done by ASE, but handled by the individual transit authority’s training instructors. • Although [the concept of hands-on testing] is interesting, I think it would be highly impracticable. It is something that has never happened with the automotive ASE tests and they’ve been around a lot longer. • Practical application tests would provide a better assess- ment of a technicians’ understanding of the transit vehi- cles systems. oPinionS regArding comPenSAtion A majority of survey respondents reported that their agencies do not pay technicians a higher salary for ASE certifications. Although the survey did not ask, it is understood that agency compensation depends on the number of tests passed and whether certifications are kept current or not. Regardless of whether agencies provide any financial compensation, most in all three groups surveyed believe technicians, as well as instructors and managers, supervisors, and union reps, should be paid more. It is interesting to note that more instructors and managers, supervisors, and union reps believe technicians should receive greater compensation for ASE certifications than themselves, an indication of the value they place on technicians that hold ASE certification. The surveys also asked how much more per hour those with ASE certifications should receive; the responses ranged from $0.25 to $35.00. Collective bargaining agreements vary between agencies regarding compensation for ASE certification. Examples of contract language used by transit agencies to award compensation and other incentives are shown in Appendix b. The Capital district Transportation Authority, Albany, new york, is one example where an hourly premium is paid when Should ASE Include Hands-On Testing? Yes (no.) No (no.) Not Sure (no.) Technician Responses Transit Agencies/246 126 66 54 Instructor Responses Transit Agencies/37 22 4 11 Manager/Supervisor/Union Rep Responses Transit Agencies/119 78 21 20 Source: Survey responses. TAblE 21 SHould ASE InCludE HAndS-on TESTIng?

22 obtaining and keeping current at least two ASE certifications. other Appendix b examples include contract language from victor valley Transit Authority, Hesperia, California; vIA, San Antonio, Texas; and Centre Area Transportation Authority, State College, Pennsylvania. Comments regarding compensation include: • People with ASE certifications are more marketable so their pay needs to be higher to keep them with an organization. • If not paid more, the company should offer some type of incentive program to reward the ones who have their ASE certifications. • I respect the technicians, managers, and supervisors that can get the job done with or without being certified. trAining Question #44: Study guides As indicated by the survey, most respondents are aware of the ASE study guides and have used them to prepare for testing (Table 22). As shown in this table, the majority of instructors who responded believe the guides are “very useful,” whereas technicians and managers, supervisors, and union reps find them “somewhat useful.” Comments regarding the study guides indicated that they are intended to supplement other training, not to be used as stand-alone training materials. • The guides are useful in that they prepare you to take an ASE exam. They are in no way a place to find all the information in order to pass. Passing these tests [is] dependent on experience and knowledge, not one or the other, so to expect that the books contain all the answers is impossible. • The study guides help you understand how the test questions are structured. The guides do not train you on the technical subject matter. There needs to be a con- nection between the learning institution and the certi- fication agency. Question #47: training Provided Although most respondents work at agencies where train- ing is provided, the majority report that they could use more training or the training they do receive does not come close to being enough as indicated in Table 23. Responder comments capture the frustration of inadequate training: • [There is] not enough manpower to cover [the work that needs to be done] while [technicians are] in training. lack of staff is the biggest reason for not getting the needed training accomplished. • It is book training, not hands-on. • [I was] very satisfied with the in-house training we used to get, but now we learn on the job by trial and error . . . they don’t care. Questions #49: training Quality Many agencies include vendor training supplied by the bus manufacturer as part of the overall procurement. However, Describe the Amount of Training Provided As Much as Needed (no.) Some, But Could Use More (no.) Does Not Come Close to Being Enough (no.) ( N/A no training provided) (no.) Technician Responses/241 50 107 65 19 Instructor Responses/36 11 16 9 — Manager/Supervisor/Union Rep Responses/119 32 61 20 6 Source: Survey responses. TAblE 23 dESCRIbE THE AMounT of TRAInIng PRovIdEd (transit agencies) Very Useful (no.) Somewhat Useful (no.) Not Useful at All (no.) Technician Responses/117 36 71 10 Instructor Responses/33 11 22 — Manager/Supervisor/Union Rep Responses/62 33 29 — Source: Survey responses. TAblE 22 ARE STudy guIdES uSEful? (transit agencies)

23 understanding that vendors add the cost of training to the price of each bus, agencies must weigh the amount of training specified in their procurements against the number of buses that can be purchased in times of budgetary constraints. As shown in Tables 24 and 25, the highest number of sur- vey respondents in all three groups is somewhat satisfied with the vendor training they receive, whereas nearly one-quarter are not satisfied. Responder comments regarding vendor training included: • vendor training is usually provided when the equipment is new; training would be better provided after vehicles have been in service for a while, when issues actually arise. • vendor training is provided to satisfy contractual agree- ments; at least that is how the vendors look at it. The quality of vendor training takes a significant hit because of that. • The good vendors are as supplier-neutral in their technical training as possible. The not-so-good vendors hype their own products at the expense of . . . their competitors in the “training” sessions. when asked to rate the quality of training provided by agency instructors, responses mirrored those provided of vendor training with most survey respondents in all three groups claiming they are “somewhat satisfied” as shown in Table 25. A higher number, however, are “very satisfied” with agency instructors than they are with vendor training. Almost half of all technicians surveyed either receives no training or are “not satisfied at all” with the agency training they do receive. Comments amplify the training shortage: • what we provide is outstanding; we just can’t provide classes often enough or all the different classes needed. • large properties often have the luxury of drawing on a wide variety of skills [from] various instructors. Train- ing units of smaller properties often do not have enough trainers to develop new types of expertise due to the constant pressure of providing “basic” training. • we get trained now, but more training is always better. • what training? Except for managers, supervisors, and union reps, survey respondents from the other two occupations do not believe the current level of training being provided allows techni- cians to pass ASE testing, as seen in Table 26. The majority of respondents in all three occupational groups either receive no training or the training they do receive is not seen as suf- ficient to pass ASE testing. Almost all technicians responding called for more training, as shown in Table 27. The following comments reflect the need for additional training as well as the need for management training. Techni- cians who are promoted into management jobs because of their mechanical skills typically are not trained with the new skill sets needed to manage people, budgets, and other administra- tive tasks. In addition, it appears that many agencies may fill Satisfied with Vendor-Supplied Training? Very Satisfied (no.) Somewhat Satisfied (no.) Not Satisfied at All (no.) N/A (no vendor training provided) (no.) Technician Responses/241 22 120 66 33 Instructor Responses/36 16 22 2 2 Manager/Supervisor/Union Rep Responses/119 14 67 21 17 Source: Survey responses. TAblE 24 SATISfIEd wITH THE QuAlITy of vEndoR-SuPPlIEd TRAInIng? (transit agencies) Satisfied with the Quality of Training Provided by Agency Instructors? ( Very Satisfied no.) Somewhat Satisfied (no.) Not Satisfied at All (no.) ( N/A no agency training provided) (no.) Technician Responses/241 61 105 40 35 Instructor Responses/27 11 16 — — Manager/Supervisor/Union Rep Responses/119 36 49 12 22 Source: Survey responses. TAblE 25 SATISfIEd wITH AgEnCy InSTRuCToRS? (transit agencies)

24 maintenance management positions with individuals who pos- sess management skills, yet lack technical aptitude to provide assistance to technicians on the shop floor when needed. The combination of technically unskilled technicians and those who supervise those technicians may not be appropriate for carrying out proper maintenance procedures. Comments included: • Everyone wants more training, but it costs. • Managers could use more management-based training. • Managers are sometimes hired from the outside with no mechanical skills; skilled managers [need] to lead skilled workers. • Technology and our jobs are constantly evolving; you should never become idle in your education. Question #56: instructor’s views on training As indicated in Table 28, most instructors responding believe their agency is very supportive when it comes to providing maintenance training. Instructors were also asked to weigh in on various ways to improve training. nearly all responding instructors agreed that technicians might be provided with more hands-on training, followed by the need for more training in general (Table 29). Most responding instructors are trained for their jobs and are generally satisfied with that training; however, all instructors responding to the survey would like more train- ing. As mentioned in chapter two, TlC has just concluded a TCRP project (F-19) TCRP Report 178: A National Training and Certification Program for Transit Vehicle Maintenance Instructors (http://www.trb.org/Main/blurbs/172367.aspx) recommending a program that would provide nationally sanctioned training and certification for both transit bus and rail maintenance instructors. Question #59: manager’s views on training Most managers, supervisors, and union reps also ranked the need for more hands-on training first on their list of training priorities followed by more vendor training and more overall training (Table 30). Does Training Allow Technicians to Pass ASE Testing? Yes (no.) No (no.) N/A (no training provided) (no.) Technician Responses/241 98 92 51 Instructor Responses/36 21 12 3 Manager/Supervisor/Union Rep Responses/119 52 46 21 Source: Survey responses. TAblE 26 doES TRAInIng Allow TECHnICIAnS To PASS ASE TESTIng? (transit agencies) Would You Like More Training? Yes (no.) No (no.) Technician Responses/241 223 18 Source: Survey responses. TAblE 27 would you lIkE MoRE TRAInIng? (transit agencies) Very Supportive (no.) Somewhat Supportive (no.) Inadequate Support (no.) Instructor Responses/27 11 16 — Source: Survey responses. TAblE 28 InSTRuCToRS’ vIEwS REgARdIng TRAInIng SuPPoRT (Instructors only, Transit Agencies) Instructor’s Views on Improving Training Yes No Provide more financial support Instructor Responses 71 29 Add more instructors 61 39 Add more training 81 19 Provide more training to instructors 76 24 Give technicians more paid time to take training 65 35 Provide technicians with more hands-on training 95 5 Obtain more training from vendors 71 29 Institute an apprenticeship program 79 21 Source: Survey responses. TAblE 29 InSTRuCToRS’ vIEwS on IMPRovIng TRAInIng (instructors only, target agencies, and ASE responses combined)

25 SuggeStionS for imProving Automotive Service excellence PArticiPAtion There were two suggestions for improving ASE participation that were highlighted by survey respondents: (1) provide tech- nicians with more training and (2) increase compensation for achieving ASE certification. of the many comments received, the following summarize the key steps required for improv- ing ASE: • like anything else, if you want better mechanics you need to pay them for their ASE certifications. It makes them better mechanics, which equals less lost time on repairs and less shop comebacks (repeat failures). • Publicize it more so people know about it. • give more [training] classes to help [technicians] pass ASE testing. • Management must make a shift in their thinking. They must realize that we are very important to the organiza- tion . . . and we are not very easy to replace. • need more ASE support. • need to have more clout for inspectors. The brake inspec- tor might have an ASE certification; same for chassis and engines. • better support from everybody involved with making a 50,000 lb missile (i.e., transit bus) doing 45 mph near- ing a school zone safer. Respondents appeared to indicate that a competent tran sit technical workforce supports initiatives that promote state of good repair, asset management, and workforce development. Manager/Union Rep Views on Improving Training Yes No Manager/Supervisor/Union Rep Responses Provide more financial support 74 26 Add more instructors 59 41 Add more training 89 11 Provide more training to instructors 68 32 Give technicians more paid time to take training 63 37 Provide technicians with more hands-on training 91 9 Obtain more training from vendors 90 10 Institute an apprenticeship program 78 22 Source: Survey responses. TAblE 30 MAnAgER/unIon REP vIEwS on IMPRovIng TRAInIng (managers/union reps only, target agencies, and ASE responses combined)