Automotive Service Management: Principles into Practice / Edition 1

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Overview

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.

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Product Details

  • ISBN-13: 9780131998636
  • Publisher: Prentice Hall
  • Publication date: 2/15/2008
  • Series: Alternative eText Formats Series
  • Edition description: Older Edition
  • Edition number: 1
  • Pages: 400
  • Product dimensions: 8.50 (w) x 11.00 (h) x 1.00 (d)

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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