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Automotive Service Management 3rd edition [Kõva köide]

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  • Formaat: Hardback, 352 pages, kõrgus x laius x paksus: 100x100x100 mm, kaal: 100 g
  • Sari: Pearson Automotive Series
  • Ilmumisaeg: 21-Feb-2018
  • Kirjastus: Pearson
  • ISBN-10: 0134709853
  • ISBN-13: 9780134709857
Teised raamatud teemal:
Automotive Service Management 3rd editionSuurem pilt
  • Formaat: Hardback, 352 pages, kõrgus x laius x paksus: 100x100x100 mm, kaal: 100 g
  • Sari: Pearson Automotive Series
  • Ilmumisaeg: 21-Feb-2018
  • Kirjastus: Pearson
  • ISBN-10: 0134709853
  • ISBN-13: 9780134709857
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9780134709857.html
Märksõnad:

For courses in automotive principles.

 

Complete guide to managing an automotive repair business, for both the novice and the professional

Automotive Service Management: Principles into Practice  is the most comprehensive text available to address the wide range of skills and knowledge needed to successfully manage or own an automotive repair business. Conversational and full of real-world examples, the text builds from basic knowledge of the industry and fundamental organizational and communication skills up through advanced leadership, planning, and human resource management.

 

The 3rd edition includes the most up-to-date guidance on leadership, industry skill sets, and practical applications, plus a sample ASE C1 Service Consultant Test to help students prepare for success on this certification exam.

Preface xii
Acknowledgments xiv
About the Author xiv
SECTION 1 SERVICE OPERATIONS
1(59)
Chapter 1 The Automotive Service Industry
2(7)
Chapter Objectives
2(1)
Key Terms
2(1)
Introduction
2(1)
The State of the Industry
2(1)
Service Market Segments
3(6)
Summary
6(1)
Practicing the Principles
6(1)
Key Terms and Definitions
7(1)
References
7(2)
Chapter 2 Physical Resources
9(12)
Chapter Objectives
9(1)
Key Terms
9(1)
Introduction
9(1)
Facilities
9(1)
General Facility Guidelines
9(1)
Energy Efficiency
9(2)
Facility Needs
11(1)
Support Space
12(2)
Customer Space
14(1)
Tools and Equipment
15(3)
Planning Your Investment
18(3)
Summary
19(1)
Practicing the Principles
19(1)
Key Terms and Definitions
20(1)
Chapter 3 Human Resources
21(11)
Chapter Objectives
21(1)
Key Terms
21(1)
Introduction
21(1)
Service Cashier
21(1)
Dispatcher
22(1)
Claims Administrator (Booker)
23(1)
Shop Foreman
24(1)
Service Consultant
24(1)
Lead Technician
25(1)
Porter
26(1)
Parts Specialist
27(1)
Technician
27(1)
Customer Relations Specialist
28(1)
Service Manager
29(1)
Service Director
29(3)
Summary
30(1)
Practicing the Principles
30(1)
Key Terms and Definitions
31(1)
Chapter 4 The Repair System
32(12)
Chapter Objectives
32(1)
Key Terms
32(1)
Introduction
32(1)
The Auto Repair System
32(2)
Advanced Systems
34(1)
Systems Thinking
34(1)
The Repair Process
35(2)
Charting the Workflow
37(7)
Summary
42(1)
Practicing the Principles
42(1)
Key Terms and Definitions
43(1)
Chapter 5 Repair Documents
44(16)
Chapter Objectives
44(1)
Key Terms
44(1)
Introduction
44(1)
The Repair Order
44(2)
Green/sustainability Issues
46(4)
Tracking the Repair Process
50(10)
Summary
58(1)
Practicing the Principles
58(1)
Key Terms and Definitions
59(1)
SECTION 2 MANAGEMENT THEORIES AND PRINCIPLES
60(46)
Chapter 6 Classic Management
61(7)
Chapter Objectives
61(1)
Key Terms
61(1)
Introduction
61(1)
Traditional Management
62(2)
Scientific Management
64(1)
Management by Objective
65(3)
Summary
66(1)
Practicing the Principles
66(1)
Key Terms and Definitions
67(1)
References
67(1)
Chapter 7 The Quality Movement
68(12)
Chapter Objectives
68(1)
Key Terms
68(1)
Introduction
68(1)
Quality
68(1)
The Gurus of Quality
69(6)
Quality in the Twenty-First Century
75(1)
Practical Approaches to Quality
76(4)
Summary
78(1)
Practicing the Principles
78(1)
Key Terms and Definitions
78(1)
References
79(1)
Chapter 8 Leadership
80(9)
Chapter Objectives
80(1)
Key Terms
80(1)
Introduction
80(1)
What is Leadership?
80(1)
Management and Leadership
81(6)
Leading 24/7
87(2)
Summary
87(1)
Practicing the Principles
87(1)
Notes
88(1)
Key Terms and Definitions
88(1)
References
88(1)
Chapter 9 The Complex Role of Management
89(9)
Chapter Objectives
89(1)
Key Terms
89(1)
Introduction
89(1)
An Ever-Changing Enterprise
89(1)
More Art than Science
90(1)
The Major Management Roles
90(4)
Qualities of a Manager
94(4)
Summary
96(1)
Practicing the Principles
96(1)
Key Terms and Definitions
97(1)
References
97(1)
Chapter 10 Ethics and Stewardship
98(8)
Chapter Objectives
98(1)
Key Terms
98(1)
Introduction
98(1)
What is Ethics?
98(1)
Applied Ethics
99(1)
Ethical Leadership
100(2)
Stewardship
102(4)
Summary
104(1)
Practicing the Principles
104(1)
Key Terms and Definitions
105(1)
SECTION 3 MANAGEMENT STRATEGIES
106(30)
Chapter 11 Vision, Mission, and Values
107(6)
Chapter Objectives
107(1)
Key Terms
107(1)
Introduction
107(1)
Vision
107(2)
Mission
109(1)
Values
110(3)
Summary
112(1)
Practicing the Principles
112(1)
Key Terms and Definitions
112(1)
References
112(1)
Chapter 12 Strategic Planning
113(6)
Chapter Objectives
113(1)
Key Terms
113(1)
Introduction
113(1)
Levels of Planning
113(1)
Strategic Planning
113(1)
Environmental Scan
114(1)
SWOT Analysis
115(4)
Summary
117(1)
Practicing the Principles
117(1)
Key Terms and Definitions
118(1)
Chapter 13 Developing Goals
119(6)
Chapter Objectives
119(1)
Key Terms
119(1)
Introduction
119(1)
Setting Goals
119(1)
Long-Range (Strategic) Goals
120(1)
Operational Planning
121(1)
Tactical Planning
122(3)
Summary
123(1)
Practicing the Principles
123(1)
Key Terms and Definitions
124(1)
Chapter 14 Decision Making
125(11)
Chapter Objectives
125(1)
Key Terms
125(1)
Introduction
125(1)
Is It Worth it?
125(1)
Measuring Value
126(1)
Return on Investment
126(1)
The Ben Franklin Decision Model
127(1)
Risk Versus Reward
128(1)
Energy Efficiency
129(1)
Control, Influence, and Frustration
130(2)
The Three Levels of Performance
132(1)
Practical Principles
133(3)
Summary
134(1)
Practicing the Principles
134(1)
Key Terms and Definitions
135(1)
References
135(1)
SECTION 4 FINANCIAL MEASUREMENT
136(48)
Chapter 15 Income, Expenses, and Profit
137(9)
Chapter Objectives
137(1)
Key Terms
137(1)
Introduction
137(1)
Income
137(1)
Expenses
138(1)
Direct/Indirect/Overhead Expense Method
138(3)
Fixed Expenses
141(1)
Profit
141(5)
Summary
144(1)
Practicing the Principles
144(1)
Key Terms and Definitions
145(1)
Chapter 16 Compensation Plans
146(12)
Chapter Objectives
146(1)
Key Terms
146(1)
Introduction
146(1)
Establishing Labor Charges
146(3)
Variable Rate Pricing
149(1)
Technician Skill Levels
150(1)
Technician Pay Plans
151(2)
Pay Plans for Other Service Employees
153(1)
Fringe Benefits
154(4)
Summary
155(1)
Practicing the Principles
155(1)
Key Terms and Definitions
156(1)
References
157(1)
Chapter 17 Staffing and Shop Capacity
158(10)
Chapter Objectives
158(1)
Key Terms
158(1)
Introduction
158(1)
Technician Staffing Plans
159(3)
Increasing Shop Capacity
162(6)
Summary
166(1)
Practicing the Principles
167(1)
Key Terms and Definitions
167(1)
Chapter 18 Analysis and Action
168(8)
Chapter Objectives
168(1)
Key Terms
168(1)
Introduction
168(1)
Achieving a Net Profit
168(1)
Increasing Income
168(3)
Controlling Expenses
171(5)
Summary
174(1)
Practicing the Principles
175(1)
Key Terms and Definitions
175(1)
Chapter 19 Financial Forecasting
176(8)
Chapter Objectives
176(1)
Key Terms
176(1)
Introduction
176(1)
Projecting Total Sales
176(5)
Building a Forecast
181(3)
Summary
182(1)
Practicing the Principles
183(1)
Key Terms and Definitions
183(1)
SECTION 5 ORGANIZING AND MANAGING YOURSELF
184(19)
Chapter 20 Managing Yourself
185(9)
Chapter Objectives
185(1)
Key Terms
185(1)
Introduction
185(1)
What Do You Do Best?
185(1)
Do What Makes You Feel Fulfilled
186(2)
Establish Your Priorities
188(1)
Getting Organized: The Three-Step Process
189(5)
Summary
192(1)
Practicing the Principles
192(1)
Key Terms and Definitions
193(1)
References
193(1)
Chapter 21 Organizing Tips and Tools
194(9)
Chapter Objectives
194(1)
Key Terms
194(1)
Introduction
194(1)
Organizing Your Workload
194(2)
Simple Tracking Tools
196(3)
Organizing Your Records
199(1)
Organizing Your Surroundings
200(3)
Summary
201(1)
Practicing the Principles
201(1)
Key Terms and Definitions
202(1)
References
202(1)
SECTION 6 CUSTOMER RELATIONS
203(31)
Chapter 22 The Value of Satisfied Customers
204(11)
Chapter Objectives
204(1)
Key Terms
204(1)
Introduction
204(1)
Customer Orientation
204(2)
Measuring Customer Satisfaction
206(3)
The High Cost of Cultivating New Customers
209(1)
The Low Cost of Repeat Business
209(1)
Word-of-Mouth Advertising
210(1)
Fundamentals of Human Behavior
211(1)
Quality Customer Service
212(3)
Summary
213(1)
Practicing the Principles
213(1)
Key Terms and Definitions
214(1)
References
214(1)
Chapter 23 Building Basic Communication Skills
215(10)
Chapter Objectives
215(1)
Key Terms
215(1)
Introduction
215(1)
Basics of Communication
215(1)
Organizing Your Thoughts
216(1)
The Written Word
216(1)
Electronic Communication
217(1)
Spoken Word
217(1)
Nonverbal Communication
218(2)
Questioning Techniques
220(5)
Summary
223(1)
Practicing the Principles
224(1)
Key Terms and Definitions
224(1)
References
224(1)
Chapter 24 Resolving Customer Disputes
225(9)
Chapter Objectives
225(1)
Key Terms
225(1)
Introduction
225(1)
The Rules of Complaint Handling
225(5)
Defusing the Situation
230(1)
The Power of Thinking Win-Win
231(1)
Complaint Resolution Process
231(3)
Summary
232(1)
Practicing the Principles
233(1)
Key Terms and Definitions
233(1)
SECTION 7 EMPLOYEE RELATIONS
234(29)
Chapter 25 Recruiting and Selection
235(10)
Chapter Objectives
235(1)
Key Terms
235(1)
Introduction
235(1)
Defining the Job
236(1)
Job Descriptions
236(3)
Finding Candidates
239(2)
Screening and Selection
241(4)
Summary
243(1)
Practicing the Principles
244(1)
Key Terms and Definitions
244(1)
Chapter 26 Motivating Employees
245(9)
Chapter Objectives
245(1)
Key Terms
245(1)
Introduction
245(1)
Setting Clear Expectations
245(1)
Tracking Performance
246(1)
Measuring What is Important
246(2)
Performance Evaluations
248(2)
Employee Compensation
250(2)
Incentives
252(2)
Summary
252(1)
Practicing the Principles
253(1)
Key Terms and Definitions
253(1)
Chapter 27 Progressive Discipline
254(9)
Chapter Objectives
254(1)
Key Terms
254(1)
Introduction
254(1)
Progressive Discipline Process
254(1)
I Did Not Realize it
255(1)
In the Wrong Place
255(1)
Discipline or Punishment?
256(1)
Steps in the Process
256(7)
Summary
261(1)
Practicing the Principles
261(1)
Key Terms and Definitions
262(1)
References
262(1)
SECTION 8 MARKETING AND MERCHANDISING SERVICE
263(38)
Chapter 28 Marketing and Mass Media
264(10)
Chapter Objectives
264(1)
Key Terms
264(1)
Introduction
264(1)
The Five Goals of Marketing
264(1)
Establishing Value
265(1)
Characteristics of Value
265(3)
Green Considerations
268(2)
How Much is Too Much?
270(1)
Advertising
270(4)
Summary
273(1)
Practicing the Principles
273(1)
Key Terms and Definitions
273(1)
Chapter 29 Target Marketing and Building An Identity
274(9)
Chapter Objectives
274(1)
Key Terms
274(1)
Introduction
274(1)
Defining Your Market
274(1)
Market Research
275(2)
Wants Versus Needs
277(1)
Awareness
277(1)
Building Identity
278(2)
Establishing An Image
280(1)
Communicating Your Message
281(2)
Summary
281(1)
Practicing the Principles
282(1)
Key Terms and Definitions
282(1)
Chapter 30 Point-of-Purchase Merchandising
283(8)
Chapter Objectives
283(1)
Key Terms
283(1)
Introduction
283(1)
The Goal
284(1)
Merchandising Locations
284(1)
Signage
285(1)
Product Displays
286(1)
Impulse Items
287(1)
What Should I Merchandise?
288(3)
Summary
289(1)
Practicing the Principles
289(1)
Key Terms and Definitions
290(1)
Chapter 31 Selling Service
291(10)
Chapter Objectives
291(1)
Key Terms
291(1)
Introduction
291(1)
Support Services
291(1)
Selling in the Service Drive
292(4)
Selling in the Shop
296(2)
The Value of Increased Sales Per Vehicle
298(3)
Summary
299(1)
Practicing the Principles
299(1)
Key Terms and Definitions
300(1)
SECTION 9 LEGAL ISSUES AND RESPONSIBILITIES
301(25)
Chapter 32 Legal Guidelines for Service Operations
302(8)
Chapter Objectives
302(1)
Key Terms
302(1)
Introduction
302(1)
Customer Issues
302(1)
The Repair Order
302(2)
Quality of Repairs
304(1)
Repair Warranty
304(1)
Safety and Reliability
305(1)
Civil and Criminal Liability
306(1)
New Vehicle Issues
306(4)
Summary
308(1)
Practicing the Principles
308(1)
Key Terms and Definitions
309(1)
Chapter 33 Warranties and Service Agreements
310(7)
Chapter Objectives
310(1)
Key Terms
310(1)
Introduction
310(1)
Guarantees and Warranties
310(1)
Manufacturer Warranty
310(3)
Extended Warranties
313(1)
Used Car Warranties
314(3)
Summary
315(1)
Practicing the Principles
315(1)
Key Terms and Definitions
316(1)
Chapter 34 Workplace Safety
317(9)
Chapter Objectives
317(1)
Key Terms
317(1)
Introduction
317(1)
Workplace Safety Legislation
317(1)
OSHA
318(3)
Green Considerations
321(5)
Summary
324(1)
Practicing the Principles
324(1)
Key Terms and Definitions
325(1)
Appendix A 326(2)
Appendix B 328(6)
Appendix C 334(2)
Index 336
About our author Andrew A. Rezin is Emeritus Chair of Automotive and Applied Technologies at Columbus State Community College and Director of the Midwest Hydrogen Center of Excellence located at The Ohio State University Center for Automotive Research. Dr. Rezin brings a unique perspective to the subject of service management based on his diverse automotive background. Drawing upon 20 years of private sector experience working for major automotive manufacturers and as a manager in large retail service departments combined with his extensive experience as college instructor and department chair, he provides a unique and informed perspective based on real-life experience of the critical topics so necessary to be successful in the modern automotive service industry.