Automotive Service Management (3e)

For courses in automotive principles.

Complete guide to managing an automotive repair business, for both the novice and the professional
Automotive Service Management: Principles into Practice is the most comprehensive text available to address the wide range of skills and knowledge needed to successfully manage or own an automotive repair business. Conversational and full of real-world examples, the text builds from basic knowledge of the industry and fundamental organisational and communication skills up through advanced leadership, planning, and human resource management.

The 3rd edition includes the most up-to-date guidance on leadership, industry skill sets, and practical applications, plus a sample ASE C1 Service Consultant Test to help students prepare for success on 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

• Latest developments in automotive service management:

  • Additional content on leadership throughout the text builds on its coverage of the skills and knowledge employees need to run an automotive business.

  • Analysis of new technology tools addresses how Service Operations uses resources such as apps and social media to communicate more effectively with customers.

  • Greater focus on service consultants throughout the text pinpoints the knowledge, abilities, and skills required for entry-level service management positions.

• ASE C1 exam prep:

  • A sample ASE C1 Service Consultant Test, test-taking tips, and sample questions have been added to a new appendix, exposing students to what they can expect on test day.

  • New key concepts pull-out boxes throughout the text draw readers’ attention to the most important content, to assist with review and improve retention.

• Practical applications:

• New real-world examples and case studies throughout the text demonstrate how theory and principles are applied in everyday business practices.

• More than 65 new and updated illustrations and figures better illustrate and reinforce written content to hold student interest and help them retain information.
  
  

• Latest developments in automotive service management:

  • Coverage of more than 30 critical topics provides a comprehensive survey of the skills and principles of automotive service management, from the repair system and physical resources, to financial forecasting and resolving customer disputes.

  • Expanded - Additional content on leadership throughout the text builds on its coverage of the skills and knowledge employees need to run an automotive business.

  • New - Analysis of new technology tools addresses how Service Operations uses resources such as apps and social media to communicate more effectively with customers.

  • Expanded - Greater focus on service consultants throughout the text pinpoints the knowledge, abilities, and skills required for entry-level service management positions.

• ASE C1 exam prep:

  • Content correlates to the ASE C1 Service Consultant Test, preparing students for success on this certification exam. An appendix cross-references ASE C1 competencies to the location of this information in the text.

  • New - A sample ASE C1 Service Consultant Test, test-taking tips, and sample questions have been added to a new appendix, exposing students to what they can expect on test day.

  • New - New key concepts pull-out boxes throughout the text draw readers’ attention to the most important content, to assist with review and improve retention.

• Practical applications:

  • Theory Into Practice exercises throughout the text let students apply their new knowledge to actual scenarios from the field.

  • Expanded - New real-world examples and case studies throughout the text demonstrate how theory and principles are applied in everyday business practices.

  • A business forms appendix provides students and instructors with materials useful for developing their own practice exercises.

  • Expanded - More than 65 new and updated illustrations and figures better illustrate and reinforce written content to hold student interest and help them retain information.
    
    

Andrew A. Rezin is Emeritus Chair of Automotive and Applied Technologies at Columbus State Community College and Director of the Midwest Hydrogen Center of Excellence located at The Ohio State University Center for Automotive Research. Dr. Rezin brings a unique perspective to the subject of service management based on his diverse automotive background. Drawing upon twenty years of private sector experience working for major automotive manufacturers and as a manager in large retail service departments combined with his extensive experience as college instructor and department chair, he provides a unique and informed perspective based on real-life experience of the critical topics so necessary to be successful in the modern automotive service industry.           

Preview a sample chapter from Automotive Service Management.

Download the preface and table of contents.