Automotive Service Management
Published on 15. February 2008
Book
Paperback/Softback
400 pages
978-0-13-199863-6 (ISBN)
Description
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.
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.
More details
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 276 mm
Width: 210 mm
Weight
1080 gr
ISBN-13
978-0-13-199863-6 (9780131998636)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Andrew Rezin
Automotive Service Management
Book
05/2012
2nd Edition
Pearson
€145.69
Article is exhausted; no reprint
Content
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
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