Automotive Service Management
ISBN: 9780132725408 | 0132725401
Edition: 2ndFormat: Hardcover
Publisher: Prentice Hall
Pub. Date: 4/26/2012
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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 i... MORE
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
... MORE
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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