Automotive Service Management: Operations

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.

Preface

v

Acknowledgements

vii

Introduction

ix

Knowledge Management

1

(12)

Introduction

1

(1)

Management: A Practical Look

2

(2)

Four Stages of Knowledge

4

(1)

Priorities and Loss of Opportunity

5

(6)

Summary

11

(2)

Historical Perspective

13

(10)

Introduction

13

(1)

Two Things

13

(1)

Craftsmanship versus Piecework

14

(2)

Realistic Expectations

16

(4)

What Do You Measure?

20

(1)

Summary

21

(2)

Management in Time

23

(8)

Introduction

23

(1)

Managing Yourself and Guiding Others in Time

23

(5)

Active Participation

28

(1)

Summary

29

(2)

Benchmarking and Best Practices

31

(12)

Introduction

31

(1)

Benchmarking

31

(3)

Best Practices

34

(2)

Capacity, Capability, and the Case for Outsourcing

36

(2)

Coaching

38

(1)

20 Groups

39

(1)

Summary

40

(3)

Managing Internal Operations

43

(18)

Introduction

43

(1)

Organizational Clarity

43

(2)

Company Handbook

45

(3)

Employee Manual

48

(9)

Owner Responsibilities

57

(2)

Summary

59

(2)

Managing Compensation

61

(16)

Introduction

61

(1)

Let Me Count the Ways

61

(4)

Warm and Fuzzy Stuff

65

(1)

Mix and Match

66

(8)

Summary

74

(3)

Managing External Operations

77

(16)

Introduction

77

(1)

The World Outside

78

(12)

Summary

90

(3)

Physical Operations

93

(16)

Introduction

93

(1)

Structure and Process

93

(14)

Summary

107

(2)

Insurance and Operations Management

109

(10)

Introduction

109

(1)

Insurance

109

(7)

Summary

116

(3)

Conclusion

119

(1)

More to Come

120

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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Automotive Service Management: Operations Management

Summary

Table of Contents

Supplemental Materials