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Automotive Service Management

Automotive Service Management

          
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About the Book

For courses in Automotive Service Management.   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 today’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:
SECTION ONE: SERVICE OPERATIONS 1.      The Automotive Service Industry 2.      Physical Resources 3.      Manpower Resources 4.      The Service Workflow   SECTION TWO: MANAGEMENT STYLES 5.      Classic Management 6.      The Complex Role of Management 7.      Being a Leader 8.      Business Ethics   SECTION THREE: MANAGEMENT STRATEGIES 9.      Long-Range Planning 10.  Strategic and Short-Range Planning 11.  Decision-Making 12.  Continuous Improvement   SECTION FOUR: FINANCIAL MANAGEMENT 13.  Income and Expense 14.  Compensation Plans 15.  Production Plans 16.  Analysis and Action   SECTION FIVE: ORGANIZING AND MANAGING YOUR EFFORTS 17.  Prioritizing and Organizing 18.  Time Management   SECTION SIX: CUSTOMER RELATIONS 19.  The Value of Satisfied Customers 20.  Building Basic Communication Skills 21.  Resolving Customer Disputes   SECTION SEVEN: EMPLOYEE RELATIONS 22.  Recruiting and Selection 23.  Motivating Employees 24.  Corrective Discipline   SECTION EIGHT: MARKETING, MERCHANDISING, AND SELLING SERVICE 25.  Public Marketing Mediums and Strategies 26.  Point of Purchase Merchandising 27.  Target Marketing to Your Customers 28.  Selling Service in the Shop   SECTION NINE: THE LEGAL ISSUES AND RESPONSIBILITIES 29.  Legal Guidelines for Service Operations 30.  OSHA and Workplace Safety


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Product Details
  • ISBN-13: 9780131998636
  • Publisher: Pearson Education (US)
  • Publisher Imprint: Pearson
  • Depth: 25
  • Language: English
  • Returnable: Y
  • Spine Width: 28 mm
  • Weight: 1080 gr
  • ISBN-10: 0131998633
  • Publisher Date: 15 Feb 2008
  • Binding: Paperback
  • Height: 276 mm
  • No of Pages: 400
  • Series Title: English
  • Sub Title: Principles into Practice
  • Width: 210 mm


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