Automotive service management
Subtitle: principles into practice
By: Andrew A. Rezin
Edition: 2nd ed.
Publisher: Pearson
Published: 2013
Place of publication: Upper Saddle River, N.J
Language: eng
ISBN-13: 9780132725408
Subjects: Management; Automobile repair shops
Notes: Includes index.
Table of contents: title: Preface; title: About the author; title: Service operations; title: The automotive service industry; title: Physical resources; title: Manpower resources; title: The repair system; title: Repair documents; title: Classic management; title: The quality movement; title: The complex role of management; title: Ethics and stewardship; title: Vision, mission, and values; title: Strategic planning; title: Developing goals; title: Decision making; title: Income and expenses; title: Compensation plans; title: Production plans; title: Analysis and action; title: Financial forecasting; title: Organizing and managing your efforts; title: Managing yourself; title: Organizing tips and tools; title: Customer relations; title: The value of satisfied customers; title: Building basic communication skills; title: Resolving customer disputes; title: Employee relations; title: Recruiting and selection; title: Motivating employees; title: Progressive discipline; title: Marketing and merchandising service; title: Marketing and mass media; title: Target marketing and bulding and identity; title: Point of purchase merchandising; title: Selling service; title: The legal issues and responsibilities; title: Legal guidelines for service operations; title: Warranties and service agreements; title: Workplace safety; title: Appendix; title: Glossary; title: Index.