Automotive Service Management, 3rd edition

Published by Pearson (July 14, 2021) © 2019

  • Andrew Rezin

eTextbook on Pearson+

ISBN-13: 9780137402632 (2021 update)
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Automotive Service Management: Principles into Practice is a complete guide to managing an automotive repair business. It's the most comprehensive text available on the skills and knowledge needed to own or manage or an automotive repair business.

Conversational and full of real-world examples, the text builds from basic industry knowledge and organizational skills to advanced leadership, planning and human resource management. More than 30 critical topics survey the skills and principles of automotive service management, from repairs and resources, to financial forecasting and resolving customer disputes.

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

1. The Automotive Service Industry
2. Physical Resources
3. Human Resources
4. The Repair System
5. Repair Documents
6. Classic Management
7. The Quality Movement
8. Leadership
9. The Complex Role of Management
10. Ethics and Stewardship
11. Vision, Mission, and Values
12. Strategic Planning
13. Developing Goals
14. Decision Making
15. Income, Expenses, and Profit
16. Compensation Plans
17. Staffing and Shop Capacity
18. Analysis and Action
19. Financial Forecasting
20. Managing Yourself
21. Organizing Tips and Tools
22. The Value of Satisfied Customers
23. Building Basic Communication Skills
24. Resolving Customer Disputes
25. Recruiting and Selection
26. Motivating Employees
27. Progressive Discipline
28. Marketing and Mass Media
29. Target Marketing and Building an Identity
30. Point-of-Purchase Merchandising
31. Selling Service
32. Legal Guidelines for Service Operations
33. Warranties and Service Agreements
34. Workplace Safety

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