Description
Book SynopsisAbout our author
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 20 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.
Table of Contents1. 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
