Automotive Service Management: Operations Management

First Edition
Author: Mitch Schneider
ISBN #: 1401826652
©2003   Publish Date: 05/05/2003
Binding: PB
Pages: 144
Publisher: Cengage Learning

Price: $25.95


All aspects of shop management and the necessary business and customer service skills needed to make a repair operation successful are captured in this comprehensive new series. The key topics for successfully managing an automotive service facility - personnel management, business management, and sales and marketing - are thoroughly examined, with each individual book offering proven solutions for effectively tackling challenges faced by today's professional automotive service managers. The result is a framework from which technicians can learn to make consistent, high quality, and productive automotive service a part of every day shop operations. The series creatively combines both education and training to illustrate the importance of achieving operational excellence every time there is an opportunity to provide automotive service. This series is also a superb resource for those interested in Auto Service Management as their career path.

Product Benefits:

  • a real-world approach that utilizes customer questionnaires, letters, and work orders reflects the author's experience as a fourth generation technician, a repair and service company owner, and an automotive industry trainer
  • all-inclusive coverage includes customer relations, shop safety and hazardous material education, management and training, strategic planning, and more
  • interactive presentation of material allows room for readers to write down thoughts, plan actions, and document results that can be used as a future reference
  • policies and procedures can be applied to large or small repair shops, and can be carried out by the service writer, service manager, technician, office manager, and lot person
  • length of each book makes it easy to incorporate this series into workshops, seminars, and training/education courses
  • information is available -as is- or for customization

Table of Contents:

Introduction; Chapter 1: Knowledge Management; Chapter 2: Historical Perspective; Chapter 3: Management In Time; Chapter 4: Benchmarking & Best Practices; Chapter 5: Managing Internal Operations; Chapter 6: Managing Compensation; Chapter 7: Managing External Operations; Chapter 8: Physical Operations; Chapter 9: Insurance & Operations Management
;Conclusion; More to Come; References & Resources

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