Automotive Service Management : Principles into Practice

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  • Format: Hardcover
  • Copyright: 2008-01-17
  • Publisher: Prentice Hall
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Supplemental Materials

What is included with this book?


Unique in approach, this book provides a broad range of coverage-going from foundational principles for beginners to case studies and practical tips for veterans. It addresses 30 different topics that are essential skills for todayrs"s service managers-including customer relations, legal issues, safety, marketing and merchandising. Written in a conversational tone, each topic combines a base of the underlying management theory with real-world examples and case studies to engage the learner in applying these principles. Chapters include brief quizzes, key terms and chapter objectives designed to help readers learn the skills required to effectively supervise in the automotive service industry.

Table of Contents

Service Operations
The Automotive Service Industry
Physical Resources
Manpower Resources
The Service Workflow
Management Styles
Classic Management
The Complex Role of Management
Being a Leader
Business Ethics
Management Strategies
Long-Range Planning
Strategic and Short-Range Planning
Continuous Improvement
Finanacial Management
Income and Expense
Compensation Plans
Production Plans
Analysis and Action
Organizing and Managing Your Efforts
Prioritizing and Organizing
Time Management
Customer Relations
The Value of Satisfied Customers
Building Basic Communication Skills
Resolving Customer Disputes
Employee Relations
Recruiting and Selection
Motivating Employees
Corrective Discipline
Marketing, Merchandising, and Selling Service
Public Marketing Mediums and Strategies
Point of Purchase Merchandising
Target Marketing to Your Customers
Selling Service in the Shop
The Legal Issues and Responsibilities
Legal Guidelines for Service Operations
OSHA and Workplace Safety
Table of Contents provided by Publisher. All Rights Reserved.

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