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Automotive Service Management
Andrew Rezin, Columbus St.Community College

ISBN-10: 0131998633
ISBN-13:  9780131998636

Publisher:  Prentice Hall
Copyright:  2009
Format:  Cloth; 400 pp
Published:  01/17/2008
Status: Instock


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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.


Features

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.

 

Features:

 

Addresses 30 different subjects that are essential skills for service managers–including customer relations, legal issues, safety, marketing and merchandising.

  • Covers more skills than its competitors and offers a complete landscape of the major responsibilities of a modern service manager. 

Offers coverage that is appropriate for both beginners and veterans–and addresses both the underlying theory and the application of principles.

  • Relies on the author’s over twenty years of industry experience to tell the why and the how behind auto service management. 

Includes Principles to Practice case studies–in each chapter.

  • Provide brief case studies that give learners an opportunity to apply the principles from the book to real situations. 

Offers real world applications and short stories–in each chapter.

  • Recounts actual industry experiences and prepares readers for what may happen on the job.  

Defines key terms and provides chapter objectives–foreach chapter.

  • Helps students understand what they should be learning and explains industry terms with applied definitions. 

Includes chapter quizzes (Practicing the Principles)–at the end of each chapter.

  • Offers a short quiz (approx. 10 questions) that is brief yet comprehensive enough to recap major chapter topics.

 


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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Instructor's Resource Manual (Download only) for Automotive Service Management
Rezin
©2009  |  Prentice Hall  |  On-line Supplement  |  Live
ISBN-10: 0131998641  |  ISBN-13: 9780131998643

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PowerPoint (Download only) for Automotive Service Management
Rezin
©2009  |  Prentice Hall  |  On-line Supplement  |  Live
ISBN-10: 013199865X  |  ISBN-13: 9780131998650

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Test Bank (Download only) for Automotive Service Management
Rezin
©2009  |  Prentice Hall  |  On-line Supplement  |  Live
ISBN-10: 0135083117  |  ISBN-13: 9780135083116

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