Automotive Service Management: Operations Management

by Schneider, Mitch

• ISBN13: 9781401826659
• ISBN10: 1401826652
• Format: Paperback
• Copyright: 2003-05-05
• Publisher: Cengage Learning

Summary

All aspects of shop management and the necessary business and customer service skills needed to make a repair operation successful are captured in this comprehensive new series. The key topics for successfully managing an automotive service facility ? personnel management, business management, and sales and marketing ? are thoroughly examined, with each individual book offering proven solutions for effectively tackling challenges faced by today?s professional automotive service managers. The result is a framework from which technicians can learn to make consistent, high quality, and productive automotive service a part of every day shop operations. The series creatively combines both education and training to illustrate the importance of achieving operational excellence every time there is an opportunity to provide automotive service. This series is also a superb resource for those interested in Auto Service Management as their career path.

Table of Contents

Preface	v
Acknowledgements	vii
Introduction	ix
Knowledge Management	1	(12)
Introduction	1	(1)
Management: A Practical Look	2	(2)
Four Stages of Knowledge	4	(1)
Priorities and Loss of Opportunity	5	(6)
Summary	11	(2)
Historical Perspective	13	(10)
Introduction	13	(1)
Two Things	13	(1)
Craftsmanship versus Piecework	14	(2)
Realistic Expectations	16	(4)
What Do You Measure?	20	(1)
Summary	21	(2)
Management in Time	23	(8)
Introduction	23	(1)
Managing Yourself and Guiding Others in Time	23	(5)
Active Participation	28	(1)
Summary	29	(2)
Benchmarking and Best Practices	31	(12)
Introduction	31	(1)
Benchmarking	31	(3)
Best Practices	34	(2)
Capacity, Capability, and the Case for Outsourcing	36	(2)
Coaching	38	(1)
20 Groups	39	(1)
Summary	40	(3)
Managing Internal Operations	43	(18)
Introduction	43	(1)
Organizational Clarity	43	(2)
Company Handbook	45	(3)
Employee Manual	48	(9)
Owner Responsibilities	57	(2)
Summary	59	(2)
Managing Compensation	61	(16)
Introduction	61	(1)
Let Me Count the Ways	61	(4)
Warm and Fuzzy Stuff	65	(1)
Mix and Match	66	(8)
Summary	74	(3)
Managing External Operations	77	(16)
Introduction	77	(1)
The World Outside	78	(12)
Summary	90	(3)
Physical Operations	93	(16)
Introduction	93	(1)
Structure and Process	93	(14)
Summary	107	(2)
Insurance and Operations Management	109	(10)
Introduction	109	(1)
Insurance	109	(7)
Summary	116	(3)
Conclusion	119	(1)
More to Come	120