9780132725408

Automotive Service Management

by
  • ISBN13:

    9780132725408

  • ISBN10:

    0132725401

  • Edition: 2nd
  • Format: Hardcover
  • Copyright: 4/26/2012
  • Publisher: Pearson

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Summary

Automotive Service Management: Principles into Practice, Second Edition,provides coverage across a wide range of topics that are critically important in the fast-paced, complex world of automotive service management. Exploring over 30 different topics, the text's conversational tone and real-life examples help reinforce key points and concepts. Designed for those in training to enter the automotive service industry, this text also provides sufficient depth and breadth of content to be a valuable resource to support continuing development for industry service professionals.

Table of Contents

SECTION 1: SERVICE OPERATIONS
 1. The Automotive Service Industry  
 2. Physical Resources  
 3. Manpower Resources  
 4. The Repair System
 5. Repair Documents 


SECTION 2: MANAGEMENT THEORIES AND PRINCIPLES
 6. Classic Management  
 7. The Quality Movement 
 8. Leadership 
 9. The Complex Role of Management
10 . Ethics and Stewardship  


SECTION 3: MANAGEMENT STRATEGIES
 11. Vision, Mission, and Values 
 12. Strategic Planning   
 13. Developing Goals 
 14. Decision Making  


SECTION 4: FINANCIAL MEASUREMENT
 15. Income and Expenses  
 16. Compensation Plans  
 17. Production Plans  
 18. Analysis and Action
19. Financial Forecasting  


SECTION 5: ORGANIZING AND MANAGING YOURSELF
 20. Managing Yourself
 21. Organizing Tips and Tools  


SECTION 6: CUSTOMER RELATIONS
 22. The Value of Satisfied Customers  
 23. Building Basic Communication Skills  
 24. Resolving Customer Disputes  


SECTION 7: EMPLOYEE RELATIONS
 25. Recruiting and Selection  
 26. Motivating Employees  
 27. Progressive Discipline


SECTION 8: MARKETING AND MERCHANDISING SERVICE
 28. Marketing and Mass Media  
 29. Target Marketing and Building an Identity  
 30. Point-of-Purchase Merchandising  
 31. Selling Service


SECTION 9: LEGAL ISSUES AND RESPONSIBILITIES
 32. Legal Guidelines for Service Operations  
 33. Warranties and Service Agreements
34 . Workplace Safety 


Index

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