Automotive Service Management, 4th edition

Andrew Rezin

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For courses in automotive service management.

The most complete guide to managing in the automotive service industry

Automotive Service Management covers the many skills needed to manage in the automotive service industry, whether for car dealerships, repair and maintenance shops, or parts and accessories retailers. Full of real examples, it builds from basic knowledge and organizational skills to advanced leadership, planning and employee management.

The 4th Edition is full of new content, including a chapter on employee development, at-home activities and service consultant insights. End-of-chapter review questions have doubled in number since the last edition, and most graphics were replaced or updated to keep the content fresh.

Hallmark features of this title

Foundations of automotive service management

More than 30 critical topics incorporate key skills and knowledge, from automotive technology and repairs to financial forecasting and dispute resolution.
ASE C1 competencies, listed in the appendices, are cross-referenced to their location in the text.

Real-world examples

Case studies throughout show how theory and principles are applied in daily business practices.
EXPANDED: Most illustrations and figures were replaced or updated to keep the content fresh.

Direct applications

UPDATED: A sample ASE C1 Service Consultant test (Appendix C), with sample questions and test-taking tips, gets students ready for this certification exam.
EXPANDED: Theory Into Practice exercises prepare learners to respond to on-the-job scenarios.

New and updated features of this title

New and enhanced content

NEW: A new chapter, Employee Development (Ch. 28), addresses long-range personnel development and planning. Additional new content throughout the text covers related topics, including employee orientation, employee retention and international labor safety standards.
EXPANDED: Chapter 16 from the 3rd Edition, Compensation Plans, has expanded into two new chapters: Chapter 16, Establishing Repair Pricing, and Chapter 17, Compensation Plans.
REVISED: Content was revised for inclusiveness. The entire manuscript was reviewed and updated to ensure all terminology is acceptable and inclusive of diverse audiences.

New engagement opportunities

NEW: Putting Into Practice at-home activities offer an active approach to concept application.
NEW: Service Consultant Insights in each chapter provide practical tips related to the content.
EXPANDED: End-of-chapter review questions have doubled in number since the last edition. Students answer true or false and multiple-choice questions to gauge their understanding.

SECTION 1: SERVICE OPERATIONS

The Automotive Service Industry
Physical Resources
Human Resources
The Repair System
Repair Documents

SECTION 2: MANAGEMENT THEORIES AND PRINCIPLES

Classic Management
Continuous Improvement
Leadership
The Complex Role of Management
Ethics and Stewardship

SECTION 3: MANAGEMENT STRATEGIES

Vision, Mission, and Values
Strategic Planning
Developing Goals
Decision Making

SECTION 4: FINANCIAL MEASUREMENT

Income, Expenses, and Profit
Establishing Repair Pricing
Compensation Plans
Staffing and Shop Capacity
Analysis and Action
Financial Forecasting

SECTION 5: ORGANIZING AND MANAGING YOURSELF

Managing Yourself
Organizing Tips and Tools

SECTION 6: CUSTOMER RELATIONS

The Value of Satisfied
Building Basic Communication Skills
Resolving Customer Disputes

SECTION 7: EMPLOYEE RELATIONS

Recruiting and Selection
Motivating Employees
Employee Development
Progressive Discipline

SECTION 8: MARKETING AND MERCHANDISING

Marketing and Mass Media
Target Marketing and Building an Identity
Point-of-Purchase Merchandising
Selling Service

SECTION 9: LEGAL ISSUES AND RESPONSIBILITIES

Legal Guidelines For Service Operations
Warranties and Service Agreements
Workplace Safety

Appendices

About our author

Andrew A. Rezin is Emeritus Chair of Automotive and Applied Technologies at Columbus State Community College, Past Director of the Midwest Hydrogen Center of Excellence located at The Ohio State University Center for Automotive Research, and an independent consultant in the automotive and educational space. Dr. Rezin brings a unique perspective to the subject of service management based on his diverse automotive background in industry and higher education.

Drawing upon 20 years of private sector auto industry experience working for major automotive manufacturers and managing large service departments, combined with his extensive experience as college instructor and department chairperson, he provides a unique and informed perspective based on real-life experience with the critical topics so necessary to be successful in the modern automotive service industry.

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