Training Overview

GM STC Service Technician Training

Training Goals

GM STC helps service technicians achieve the highest level of customer satisfaction in dealer service by structuring their training around a standard performance-based curriculum.

The curriculum provides a blended approach to training, dividing training between in-dealership and off-site locations. With the right mix of training methods, a growing number of technicians are able to demonstrate they are ready to “Fix it Right the First Time!”

Improved service quality leads to improved customer satisfaction and loyalty to the dealership and the product; improved customer satisfaction also helps the dealer achieve long-term profitability.

Dealer Benefits

By actively participating in the GM STC training program, dealers experience the following benefits:

  • More in-dealership training that requires service technicians to spend less time away from the dealership
  • A training website (www.centerlearning.com) that allows versatile, on-demand training management with a convenient “Path to 100% STS” link, training histories, ASE certification status integration, and training reports, among other features
  • Improved customer satisfaction and loyalty, based on more effective technician performance
  • Access to skilled entry-level automotive service technicians who graduate with GM STC course credits from the GM Automotive Service Educational Program (GM ASEP), the Shifting Gears Automotive Technician Training program, and the GM Technician Career Training program
  • Access to the GM Service Technical Automotive Readiness Training (GM START) program, which helps GM dealers recruit and retain service technicians by offering fundamental training in automotive technology

Service Technician Benefits

By participating in the GM STC training program, service technicians experience the following benefits:

  • Knowledge and skills to “Fix it Right the First Time!”
  • Faster professional development through the elimination of training redundancy
  • Focused training and career development provided by the “Path to 100% STS” link for required courses
  • Access to a performance-based curriculum that requires sufficient competency
  • Modular training to accommodate the technicians’ schedules

Performance-Based Curriculum

The GM STC performance-based curriculum offers training courses across Chevrolet, Buick, GMC, and Cadillac brands. To receive credit for a course, service technicians must demonstrate competency in all applicable course components, which may include web-based, VOD, VCT, and GM Service Know-How Emerging Issues seminars.
If a service technician does not demonstrate sufficient competency, they will be required to review or retake the course component until competency is obtained.

  • For web-based components, content-specific review is built into the training, with service technicians required to review until they obtain a score of 100% on test items.
  • For Virtual Classroom Training (VCT) components and GM Service Know-How Emerging Issues seminars, service technicians are required to retake the entire component until they obtain a score of 80% or better.
  • For Virtual Instructor-Led Training (V-ILT), and Performance Instructor-Led Training (P-ILT) course components, only the component that was not successfully completed needs to be retaken. If a technician passes the V-ILT but fails to demonstrate sufficient competency in the P-ILT, they only need to retake the P-ILT.
  • For GM Service Know-How Video On Demand and videos, service technicians are required to view the video and take the test via www.centerlearning.com until they obtain a score of 80% or better.

The goal of the performance-based curriculum is to provide a path for service technicians to meet the requirements for GM’s Dealer Divisional Service Training Standards (STS) (for example, become Division Certified) and GM Master Technician Certification (MTC). Technician training is divided into two curricula: GM STC Foundational Curriculum and GM STC Professional Curriculum. Each of these curricula are divided into certification areas. The GM STC Foundational Curriculum does not count toward STS, but completing it is required before a technician can start the GM STC Professional Curriculum.

The GM STC Foundational Curriculum has one learning path that is divided into nine service areas:

The GM STC Professional Curriculum has 15 learning paths:

* Training and certification is offered through GM-approved suppliers and not through GM STC.

The certification areas in the Professional Curriculum are made up of three types of courses:

  1. Those required for the dealership to meet Dealer Divisional STS and for the service technician to become GM STC Division Certified.
  2. Those required for the service technician to achieve GM Master Technician Certification (MTC).
  3. Those that provide supplemental content to enhance the service technician’s knowledge and skills but are not part of GM MTC or the Dealer Divisional STS.

Dealer Divisional STS Courses

Dealer Divisional STS Courses

Service technicians need STS courses to service the models that their dealerships sell. These courses are listed on their Learning Paths on the Center of Learning and in this catalog under the Bronze, Silver, and Gold categories. Service technicians are encouraged to take courses in order, from the top of the Learning Path to the bottom. This order best prepares the service technician for each successive course.

Future Bronze, Future Silver, and Future Gold courses will become STS required courses next year and are listed in order to prepare technicians and give them a chance to complete them early.

GM Master Technician Certification Courses

GM Master Technician (MTC) Certification Courses

GM MTC courses are represented in each learning path in the Professional Curriculum under the MTC category. This includes the final activity for the learning path: completing the Certification Assessment and earning the MTC (if the technician has the corresponding ASE Certification).

Blended Learning Media Mix Overview and Course Components

Center of Learning training is available at the dealership through a variety of media.

GM STC courses have evolved from traditional instructor-led to blended learning with more flexible delivery methods while emphasizing performance-based outcomes. This approach better supports service technician training by offering the appropriate media mix for the needed training in the 21st century.

The media mix includes, but is not exclusive to, Web-Based Training (WBT), Virtual Classroom Training (VCT), Video On-Demand (VOD), Performance Support Objects (PSO), and the Video Resource Library. This media mix allows service technicians to improve their product knowledge and advance their repair and diagnostic skills while spending less time away from the dealership.

inline Rectangle Courses can also be accessed via a tablet; just look for this symbol. GM STC offers two modes of training:

  • Asynchronous training, also known as self-paced training, doesn’t require learners and instructor/s to be online or in person at the same time for instruction.
  • Synchronous training requires both learners and instructor/s to be present at the same time for instruction.

GM STC also offers a number of Accessibility options to help accommodate those that may need them. Review each type of training below to understand the different options available. If additional assistance is needed that is not accommodated by the information below, please reach out to the Help Desk and/or Training Center (depending on the type of training that accommodations are needed for) in a timely manner before the class session, so proper accommodations can be made.

Web Based Training

Web Based Training (WBT)

Web-based course components are self-paced training. Instruction is delivered over the Internet and is just-in-time, specific, job-focused, and practical. Web-based appeals to a broad range of learning styles and is multi-sensory, meaning that instruction is presented through voice-over narration, text, graphics, and animation. Service technicians have the option to turn off the voice-over narration and display the narration script instead. Web-based training allows service technicians to review sections of the course as many times as needed to get comfortable with the content. Although an estimated training time is indicated for each web-based course component, service technicians learn at a pace best suited to their individual needs. Course progress is automatically bookmarked, allowing service technicians to log in and resume a course on any Internet-ready computer at their convenience.

Each course is divided into a number of modules which are then sub-divided into lessons. When a service technician completes a lesson or a module, they may continue on through the course or exit then return to the point at which they stopped at a later time.
 
Enhancements have been made to Web-Based courses, where new courses will begin to feature a tree-like design rather than a linear design to help open up navigation and make it easier for technicians to find what they are looking for. Additionally, the new WBT design will give technicians the opportunity to test out of each objective at the beginning of the course, allowing them to bypass content they are already familiar with.
  GM STC’s WBT provides on-screen text with the option of audio narration. A course script is available within the course settings themselves in the upper right-hand corner. Most often the script box will match the on-screen text but if the narration is different in any way, the script box will match the spoken word.
 
WBT courses end with a W (for web-based) in the course number; for example, Battery Electric Vehicle Introduction (18430.05W2).

Interactive Video

Interactive Video

Video is a media solution that leverages the engaging production qualities of traditional video and adds in the user-involvement technology of HTML5 and web-based training. This maximizes interactivity and enables the technician to absorb the learning content at his own pace.
Interactive video courses end with a W (for web-based) in the course number; for example, Battery Electric Vehicle Introduction (18430.05W2).

VCT

Virtual Classroom Training (VCT)

This live, Internet-based training requires no special software although a headset equipped with a microphone is required to participate in the training. Virtual Classroom Training (VCT) provides live access for “on the spot” question-and-answer opportunities. Participants must complete the prerequisite course(s) prior to enrolling in any of these courses. After completing the prerequisite course, participants may enroll in any VCT course up to thirty minutes prior to the course start time.
 
VCT courses are delivered in a modular format with a duration of approximately one hour for each session. Post-test questions are displayed at the end of each session. Technicians are allowed 20 minutes to complete the post-test, after which it will be closed.
 
Once the course component is completed, testing is accomplished via the post-test administered over the system. Service technicians’ answers are then tabulated, and their training records and learning paths are updated accordingly within 48 hours.
 
VCT Technician Guides are available to all participants and can be downloaded on the course details page within the Center of Learning. These comprehensive guides cover the topics discussed in the course. If a video exists as part of a VCT course, the transcript of the video’s audio will be included in the course’s Technician Guide. Take note that some variation will occur during the live event that the guide may not cover. The VCT platform also allows users to enlarge the viewing window with a Full Screen setting.
 
VCT courses end with a D in the course number; for example, Engines: New and Updates for RPOs LT4 and L0A (16440.19D).

PSO

Performance Support Object (PSO)

PSOs contain key points derived from selected web-based, online instructor-led, and Instructor-Led courses that reinforce training content and focus on how to perform certain job-related tasks.
Notification of a PSO will be emailed directly to the participant approximately two weeks after a course completion. PSOs can also be found on the Center of Learning, within the Resources tab.

Seminars

Seminars

A Seminar is as close to a face-to-face class without being in a classroom together. Using the same delivery method as Virtual Classroom Training (VCT), Seminars have smaller class sizes, with only up to 10 technicians. This allows Instructors to open the floor for discussion. Just like VCTs, Seminars are live, Internet-based training that does not require any special software to complete. A headset equipped with a microphone is required to participate in the training as open dialogue will be frequent throughout the course. Participants must complete the prerequisite course(s) prior to enrolling in any of these courses.

Seminars courses are delivered in a similar modular format to VCT courses, with a duration of approximately one hour for each session. Post-test questions are displayed at the end of each session. Technicians are allowed 20 minutes to complete the post-test, after which it will be closed.

Once the course component is completed, testing is accomplished via the post-test administered over the system. Service technicians’ answers are then tabulated, and their training records and learning paths are updated accordingly within 48 hours.

Technician Guides for the Seminar are available to all participants and can be downloaded on the course details page within the Center of Learning. These comprehensive guides cover the topics discussed in the course. If a video exists as part of a Seminar, the transcript of the video’s audio will be included in the course’s Technician Guide. Take note that some variation will occur during the live event that the guide may not cover. The software platform also allows users to enlarge the viewing window with a Full Screen setting.

Seminar courses end with a D in the course number; for example, Waterleak and Wind Noise Diagnostics (22249.55D1).

VOD

VOD

Video On Demand course components offer service technicians the ability to view previously recorded content at any time. All Service Know-How Seminars are available for viewing on www.centerlearning.com.
With this VOD capability, service technicians can review video course material as needed. VOD content may be viewed in several ways:

From the Catalog page, type the course number or name in the search box
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From the home page, select a Learning Path, find it, and then select Launch.
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All testing for GM Service Know-How videos is accomplished through www.centerlearning.com. Service technicians receive credit for the video components by successful completing appropriate post-tests available.

VOD content has a transcript that can be downloaded which contains the exact text of the audio in the video. These transcripts are located within the Technician Guides for each course. These Guides are found on the course details page on the Center of Learning.

VOD courses end with a V in the course number; for example, 8L90 Automatic Transmission Unit Repair (17041.70V).

Virtual and Performance Instructor-Led Training

Virtual and Performance Instructor-Led Training (V/P-ILT)

An alternative to taking traditional hands-on instructor-led training, is the Virtual and Performance Instructor-Led Training (V/P-ILT). Each V/P-ILT is a series of two course components, that, once completed, provide credit for the hands-on requirement for the course.
 
The two components that make up a V/P-ILT are Virtual Instructor-Led Training (V-ILT), and a Performance Instructor-Led Training (P-ILT) component. The V-ILT is completed without traveling to a GM training center. Following the completion of the V-ILT technicians are to take the learning path’s knowledge check, which is a non-graded test that quizzes the technician on everything they have learned up to that point on the learning path. This Knowledge Check is a great way for technicians t ensure they have learned what they need to know before proceeding onto the P-ILT.
 
The P-ILT hands-on component is streamlined in order to reduce your time away from the dealer. The V-ILT component provides an open forum, instructor-led discussion. Finally, the P-ILT is a streamlined, performance-based course that focuses on validating skills.
 
To enroll, find the V-ILT in your learning path, or search for the course directly using the Catalog in Center of Learning. V-ILT course numbers end in a “D”. Once enrolled use the My VCTs button on the homepage to launch the course when it is time to start. Since V-ILTs use the VCT system, accommodations for technicians who need them are very similar to those offered by VCT courses. The Technician Guide can be found on the course details page on the Center of Learning, which will contain a transcript of any videos that are played during the course. One of the major differences between V-ILTs and VCTs is that V-ILTs are much more intimate and interactive. Live discussion is required as a portion of the course, so if accommodations are needed for these segments, reach out to the Help Desk within a timely manner before the class session so they can be made.
 
Finally, once that is completed, enroll in the P-ILT. P-ILTs are in-person sessions that have accommodations identical to Hands-On ILTs. Technician Guides will be provided to those that attend and if needed interpreters/translators can attend as well, as long as they were the correct PPE. Be sure to reach out to the Training Center admin so proper accommodations can be made.
 
The P-ILT course numbers end in “H”. Once both components are completed you will receive your hands-on credit.

Video Resource Library

Video Resource Library

The videos in the Video Resource Library are short, informative, and are meant to supplement technicians’ technical and non-technical knowledge.

Simply click on the Video Resource Library box located on the Center of Learning home page for access to over 100 branded videos in categories ranging from Auto Body and Paint to Brakes, from Electrical/Electronics to Tools and Equipment.
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These brief instructional videos, each from one to nine minutes long, are quick and convenient to view and drive you deeper into topics of instructional interest and value. A representative list of videos include:
• Manually Accessing Center Console
• Understanding and Measuring Amperage
• Driver’s Side Airbag Removal

Video Resource Library videos are not part of any job role Learning Path, there are no tests to take, and no transcripts. They can also be accessed via mobile devices using the Android and iPhone platforms.

GM Courseware Accessibility

WBT & Interactive Videos

GM STC’s WBT courses are designed with accommodation in mind. Each WBT course automatically provides on-screen text, plus a narrator (audio), that walks technicians through the course. In addition, WBTs also have an available narration script (text-based). Most WBTs are even available in Spanish! Below, we show you how to access these settings to have the WBTs fit your needs.

VOD

VOD courses have a transcript that can be downloaded which contains the exact text of the audio in
the video. To find it, navigate to the catalog entry for the course in the Center of Learning. Additionally, all videos on the Center of Learning feature closed captioning. Turning on the closed captioning option
allows students to read the script of the video. To turn this feature on, select the “CC” button within the video navigation bar.

VCT

VCT courses have a Technician Guide that can be downloaded prior to the course by the student. The guide covers the topics discussed in the course and includes transcripts of any videos that are played. Due to VCT courses being live Internet-based training, some variations will occur that the guide may not cover. To find the Technician Guide, navigate to the catalog entry for the course in the Center of Learning. A link to the downloadable attachment is located beneath the course description.

V-ILT

Since V-ILTs use the VCT system, accommodations for technicians who need them are very similar to those offered by VCT courses. The Technician Guide can be found on the course details page on the Center of Learning, which will contain a transcript of any videos that are played during the course.
One of the major differences between V-ILTs and VCTs is that V-ILTs are much more intimate and interactive. Live discussion is required as a portion of the course, so if accommodations are needed for these segments, reach out to the Help Desk within a timely manner before the class session so they can be made.

ILT & P-ILT

Each training center facility has accommodations for ease of access. When attending a Hands-On ILT or P-ILT course, all participants will be provided a tablet with the course’s Technician Guide downloaded and ready for use during class. These Guides are comprehensive and cover the topics discussed in the course. Some variation will occur during the live event that the Guide may not cover.

If a technician requires the assistance of a translator/interpreter they are welcome to join the class. An
attending interpreter/translator does not need to be enrolled in the class session, however, we ask that the technician or dealership contact the training center prior to the course to inform them that the additional person will be attending.

Please inform your interpreter/translator in advance that they are also expected to comply with the training center safety procedures and practices and must wear the proper Personal Protective Equipment (PPE).

Understanding Course Component Flow & Function

Typical examples of blended learning course components

GM STC blended training delivers courses in multiple components; these different components provide the service technician with the skills necessary to “Fix it Right the First Time!”

Multiple component courses may use combinations of the following media:

  • Web-based training addresses the knowledge portion of the class. The material is designed to teach the service technician theory of operation and function of the systems and components, and to introduce diagnostic procedures.
  • VCT reinforces the knowledge provided in the WBT and introduces the service technician to diagnostic skills necessary to repair the vehicle.
  • Hands On or V/P-ILT allows the service technician to practice diagnostic skills in a setting similar to the work environment.
  • Virtual and Performance ILT series allow technicians to complete part of the Hands-On course within their dealership using the VCT system. Finally, the technician attends a Performance Instructor-Led Training at a GM Training Center where diagnostic procedures are focused on. This series is a new way technicians can complete their Hands-On requirements, reducing the amount of the time they are out of the dealership.
  • Diagnostic Exercises facilitate the practice of skills, educate, and update knowledge.
  • Video On Demand has an easy-to-use “Search Videos” function, which allows users to review specific content. This search capability allows technicians to locate a specific topic at any time.

In each component of the blended training, successful completion of a final test is required for course component credit.

Videos augment the basic course components and should be taken at the appropriate time in the Learning Path based on prerequisites.

Credit for Course Components (known as Cross Credits)

The Center of Learning enables technicians who have successfully completed a previous version of a course to conveniently get credit for a new version of the same course in their training history without having to repeat the entire course again.

Testing

Most courses allow for two test attempts. Technicians should review the materials carefully before taking the test; if the test attempts are exceeded, technicians will be locked out indefinitely until GM STC resets the tests on a periodic basis. 

Video On Demand: Testing for content on VOD is available by going to the Course Details page in www.centerlearning.com. When the course is live and ready for viewing, service technicians should click “Launch”. When they are done viewing the course, they must click on the “Take Test” link that appears in the Video On-Demand player at the completion of the video.

Professional Curriculum Exams & Task Lists

Entry Exam

Each learning path in the Professional Curriculum has an Entry Exam. This Entry Exam is a graded test that ensures the Service Technician has the knowledge needed to begin the Learning Path. Service Technicians must pass the Entry Exam in order to advance into the associated Professional Curriculum learning path. If the Service Technician does not pass with 80% or better, they must complete the associated courses in the Foundation Curriculum before proceeding to the Professional Curriculum learning path courses.

Task Lists

Each learning path in the Professional Curriculum has a Task List. This Task List highlights all the tasks Service Technicians will be able to perform upon completing the learning path. The Task List also shows which courses are associated with each task, so Service Technicians can easily find the course they need in order to learn a particular task.

Knowledge Check

Each learning path in the Professional Curriculum has a Knowledge Check. This Knowledge Check is a nongraded knowledge test, which Service Technicians complete after completing the Virtual Instructor-Led Training (V-ILT) course(s) on the learning path. This Knowledge Check quizzes the Service Technician on everything they have learned up to that point on the learning path to ensure they are ready for the Final Exam. Any wrong answers will provide a task corresponding to the Task List so the technician can review any course they need to be better prepared for the Performance Instructor-Led Training (P-ILT) course.

Final Exam

Each learning path in the Professional Curriculum has a Final Exam. This Final Exam is a graded test, to be completed after the P-ILT course, that serves as the capstone to the learning path. Service Technicians must prove that they have the skills and knowledge necessary by passing with 80% or better, otherwise they will need to review courses on the learning path and take it again. If the Service Technician exceeds the number of attempts and still has not passed, they will need to retake the P-ILT course.