Prentice Hall
Trades & Technology
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- Resources for Automotive Technology Cutting-edge manual incorporates the latest in diesel engine technology. Meets the needs of Automotive Principles courses that cover each area of automotive service. Addresses 30 different topics that are essential skills for today's service managers. Tech Tips and Real World Fixes provide real world applications. This is the first and only textbook that covers hybrid vehicles!
ISBN-10: 0131998633
ISBN-13: 9780131998636
Publisher: Prentice Hall
Copyright: 2009
Format: Paper; 400 pp
Published: 01/17/2008
Suggested retail price: $55.00
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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.
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.
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: FINANACIAL 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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Automotive Service Management, CourseSmart eTextbook
Rezin
© 2009 | Prentice Hall | Electronic Book; 400 pages | Instock
ISBN-10: 0136039715 | ISBN-13: 9780136039716
URL: http://www.coursesmart.com
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