Automotive Service Management

SECTION 1: SERVICE OPERATIONS
 1. The Automotive Service Industry  
 2. Physical Resources  
 3. Manpower Resources  
 4. The Repair System
 5. Repair Documents 

SECTION 2: MANAGEMENT THEORIES AND PRINCIPLES
 6. Classic Management  
 7. The Quality Movement 
 8. Leadership 
 9. The Complex Role of Management
10 . Ethics and Stewardship  

SECTION 3: MANAGEMENT STRATEGIES
 11. Vision, Mission, and Values 
 12. Strategic Planning   
 13. Developing Goals 
 14. Decision Making  

SECTION 4: FINANCIAL MEASUREMENT
 15. Income and Expenses  
 16. Compensation Plans  
 17. Production Plans  
 18. Analysis and Action
19. Financial Forecasting  

SECTION 5: ORGANIZING AND MANAGING YOURSELF
 20. Managing Yourself
 21. Organizing Tips and Tools  

SECTION 6: CUSTOMER RELATIONS
 22. The Value of Satisfied Customers  
 23. Building Basic Communication Skills  
 24. Resolving Customer Disputes  

SECTION 7: EMPLOYEE RELATIONS
 25. Recruiting and Selection  
 26. Motivating Employees  
 27. Progressive Discipline

SECTION 8: MARKETING AND MERCHANDISING SERVICE
 28. Marketing and Mass Media  
 29. Target Marketing and Building an Identity  
 30. Point-of-Purchase Merchandising  
 31. Selling Service

SECTION 9: LEGAL ISSUES AND RESPONSIBILITIES
 32. Legal Guidelines for Service Operations  
 33. Warranties and Service Agreements
34 . Workplace Safety 

Index

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