Automotive Service Management (2e)

For courses in automotive service management, automotive service advising, and automotive service.

Automotive Service Management: Principles into Practice, Second Edition, provides coverage across a wide range of topics that are critically important in the fast-paced, complex world of automotive service management. Exploring over 30 different topics, the text’s conversational tone and real-life examples help reinforce key points and concepts. Designed for those in training to enter the automotive service industry, this text also provides sufficient depth and breadth of content to be a valuable resource to support continuing development for industry service professionals.

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

New full-color design includes the addition of more than 100 color photographs, tables, and illustrations.

• Significantly improves the readability and flow of the entire book.
• Supports and reinforces the presentation of important material.

New Green Content feature added throughout the text.

• Highlights key areas where sustainability, social responsibility, and environmental awareness issues must be recognized and appropriately addressed in managing service operations. 

Three new chapters have been added to the second edition based on feedback from reviewers and current users.

• New chapters cover repair documents, forecasting, and warranties and service agreement, providing students essential information on issues they will encounter on the job.
• Includes expanded content on planning and goal setting to help students improve their ability to manage their time and be more effective on the job.

Updated instructor resources save you time so you can focus on teaching.

• Professionally produced PowerPoint presentations for all 34 chapters are aligned with the content and presentation methods of the text.
• The extensive test bank offers additional examples beyond those in the text.

For courses in automotive service management, automotive service advising, and automotive service.

Automotive Service Management: Principles into Practice, Second Edition, provides coverage across a wide range of topics that are critically important in the fast-paced, complex world of automotive service management. Exploring over 30 different topics, the text’s conversational tone and real-life examples help reinforce key points and concepts. Designed for those in training to enter the automotive service industry, this text also provides sufficient depth and breadth of content to be a valuable resource to support continuing development for industry service professionals.

Every chapter offers proven tools that help students study and retain the material.

• Key Learning Outcomes presented at the beginning of each chapter support the A.S.E. Certification C1 - Service Advisor. 
• Important terminology is introduced at the start of the chapter. Key word definitions are then highlighted in close proximity to their appearance in the main text to support student comprehension.
• Each chapter ends with a quiz that can be used as a quick assessment of student's grasp of the principles from the chapter. 

Real-world scenarios and case studies reinforce the text’s applied approach.

• Real-life examples are presented to show how the material presented relates to actual practice in the industry.
• Case studies presented at the end of sections help reinforce students’ learning and offer the opportunity to immediately apply what they have learned.