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Full Description
Automotive Service Managementprovides 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.
Contents
SECTION 11. The Automotive Service Industry 2. Physical Resources 3. Manpower Resources 4. The Repair System5. Repair Documents SECTION 2: MANAGEMENT THEORIES AND PRINCIPLES6. Classic Management 7. The Quality Movement 8. Leadership 9. The Complex Role of Management10 . Ethics and Stewardship SECTION 3: MANAGEMENT STRATEGIES11. Vision, Mission, and Values 12. Strategic Planning 13. Developing Goals 14. Decision Making SECTION 4: FINANCIAL MEASUREMENT15. Income and Expenses 16. Compensation Plans 17. Production Plans 18. Analysis and Action 19. Financial Forecasting SECTION 5: ORGANIZING AND MANAGING YOURSELF20. Managing Yourself 21. Organizing Tips and Tools SECTION 6: CUSTOMER RELATIONS22. The Value of Satisfied Customers 23. Building Basic Communication Skills 24. Resolving Customer Disputes SECTION 7: EMPLOYEE RELATIONS25. Recruiting and Selection 26. Motivating Employees 27. Progressive Discipline SECTION 8: MARKETING AND MERCHANDISING SERVICE28. Marketing and Mass Media 29. Target Marketing and Building an Identity 30. Point-of-Purchase Merchandising 31. Selling ServiceSECTION 9: LEGAL ISSUES AND RESPONSIBILITIES32. Legal Guidelines for Service Operations 33. Warranties and Service Agreements34 . Workplace Safety Index
