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Automotive Service Management / Edition 2
     

Automotive Service Management / Edition 2

by Andrew Rezin
 

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ISBN-10: 0132725401

ISBN-13: 9780132725408

Pub. Date: 05/10/2012

Publisher: Pearson

Automotive Service Management: Principles into Practice, Second Edition, provides 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.

Overview

Automotive Service Management: Principles into Practice, Second Edition, provides 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.

Product Details

ISBN-13:
9780132725408
Publisher:
Pearson
Publication date:
05/10/2012
Series:
Automotive Comprehensive Books Series
Pages:
336
Sales rank:
266,832
Product dimensions:
8.40(w) x 11.00(h) x 0.70(d)

Related Subjects

Table of Contents

SECTION 1: SERVICE OPERATIONS
1. The Automotive Service Industry
2. Physical Resources
3. Manpower Resources
4. The Repair System
5. Repair Documents

SECTION 2: MANAGEMENT THEORIES AND PRINCIPLES
6. Classic Management
7. The Quality Movement
8. Leadership
9. The Complex Role of Management
10 . Ethics and Stewardship

SECTION 3: MANAGEMENT STRATEGIES
11. Vision, Mission, and Values
12. Strategic Planning
13. Developing Goals
14. Decision Making

SECTION 4: FINANCIAL MEASUREMENT
15. Income and Expenses
16. Compensation Plans
17. Production Plans
18. Analysis and Action
19. Financial Forecasting

SECTION 5: ORGANIZING AND MANAGING YOURSELF
20. Managing Yourself
21. Organizing Tips and Tools

SECTION 6: CUSTOMER RELATIONS
22. The Value of Satisfied Customers
23. Building Basic Communication Skills
24. Resolving Customer Disputes

SECTION 7: EMPLOYEE RELATIONS
25. Recruiting and Selection
26. Motivating Employees
27. Progressive Discipline

SECTION 8: MARKETING AND MERCHANDISING SERVICE
28. Marketing and Mass Media
29. Target Marketing and Building an Identity
30. Point-of-Purchase Merchandising
31. Selling Service

SECTION 9: LEGAL ISSUES AND RESPONSIBILITIES
32. Legal Guidelines for Service Operations
33. Warranties and Service Agreements
34 . Workplace Safety

Index

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