Author: Andrew Rezin
Publisher: Prentice Hall
ISBN: 9780132725408
Category : Automobile repair shops
Languages : en
Pages : 0
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Book Description
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.
Author: Andrew A. Rezin
Publisher: Prentice Hall
ISBN: 9780131998636
Category : Automobile repair shops
Languages : en
Pages : 0
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Book Description
For courses in Automotive Service Management. Unique in approach, this book provides a broad range of coverage going from foundational principles for beginners to case studies and practical tips for veterans. It addresses 30 different topics that are essential skills for today's service managers including customer relations, legal issues, safety, marketing and merchandising. Written in a conversational tone, each topic combines a base of the underlying management theory with real-world examples and case studies to engage the learner in applying these principles. Chapters include brief quizzes, key terms and chapter objectives designed to help readers learn the skills required to effectively supervise in the automotive service industry.
Author: Gary LaRosa
Publisher: Jones & Bartlett Learning
ISBN: 1284145840
Category : Transportation
Languages : en
Pages : 221
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Book Description
In 'Service Advising and Management', students gain the communication, customer service, and automotive knowledge they need to balance competing demands from customers, technicians, and shop management to become successful service advisors.
Author: Gregory J. Marchand
Publisher: Createspace Independent Publishing Platform
ISBN: 9781976348723
Category :
Languages : en
Pages : 290
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Book Description
Owning or operating an automotive repair shop is never easy, but it doesn't have to be overly complicated either. Understanding what a customer is worth to your shop, being committed to customer retention, knowing your performance indicators, implementing consistent process, and being able to attract and retain quality employees are key aspects to running a successful automotive repair shop. In the 2nd Edition of the popular Service Management Made Simple, Greg Marchand discusses these concepts and more in a simple, easy-to-understand, easy-to-implement format. Chapters have been added describing the best marketing practices and using key performance indicators. Additional content has been added to original chapters discussing customer trust, active listening, and employee development. With 30 years of automotive experience as a shop owner, dealership service advisor, and factory customer satisfaction expert Greg understands that even though every repair shop is different, and every market has its own uniqueness, there are still simple, effective, and inexpensive best practices to attract customers, retain employees, and grow a profitable business. This book will change the way you see your service business. Learn to create extraordinary customer service, construct pay plans that drive productivity, know what the important performance indicators are, and increase your profits today.
Author: Jens Diehlmann
Publisher: Walter de Gruyter
ISBN: 3486736167
Category : Business & Economics
Languages : en
Pages : 265
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Book Description
The authors point out the entire business orientated automotive value chain. With regard to the finance perspective the elements of the value chain are scrutinized chapter by chapter. Current trends in new mobility concepts, cross-industry strategic alliances as well as requirements for product launch, especially in the BRIC countries, are highlighted. The book provides the link between science and business practice in the automotive industry. It can be used as a textbook. Many practitioners might also use it as a guideline in the field of automotive management.
Author: Richard Normann
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 216
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Book Description
Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
Author: Rob Kantner
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 328
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Book Description
An in-depth, accessible guide to the intricacies of QS-9000 With QS-9000 certification deadlines just around the corner, you want to be sure your company is on the right track to meeting requirements. This timely and indispensable guide answers the most commonly asked questions about QS-9000 compliancy, offering in-depth explanations as well as "capsule answers" for quick reference. What are the characteristics of a QS-9000 quality system? A QS-9000 quality system is a documented, self-improving union of resources and activities that governs every aspect of a process that affects quality. What firms are required to register with QS-9000? Direct suppliers of production materials, parts, or key finishing services—and certain other suppliers—must register. What are the advantages or benefits of QS-9000 registration? It improves customer confidence, provides access to markets, improves competitive standing, and reduces supplier quality assurance program costs. What quality tools and techniques are mandated by QS-9000? QS-9000 requires the use of mistake-proofing methods, disciplined problem-solving methods, and the use of cross-functional teams for decision making. What are some of the common perils and pitfalls to effective system implementation? Pitfalls you should avoid include trying to implement "from the bottom up," doing "just enough" to get registered, getting carried away with documentation, and springing the system on the work force all at once.
Author: Jay Kandampully
Publisher: Springer Science & Business Media
ISBN: 1461415535
Category : Business & Economics
Languages : en
Pages : 341
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Book Description
“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University
Author: James D. Halderman
Publisher:
ISBN: 9780133058611
Category : Transportation
Languages : en
Pages : 432
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Book Description
ALERT: Before you purchase, check with your instructor or review your course syllabus to ensure that you select the correct ISBN. Several versions of Pearson's MyLab & Mastering products exist for each title, including customized versions for individual schools, and registrations are not transferable. In addition, you may need a CourseID, provided by your instructor, to register for and use Pearson's MyLab & Mastering products. Packages Access codes for Pearson's MyLab & Mastering products may not be included when purchasing or renting from companies other than Pearson; check with the seller before completing your purchase. Used or rental books If you rent or purchase a used book with an access code, the access code may have been redeemed previously and you may have to purchase a new access code. Access codes Access codes that are purchased from sellers other than Pearson carry a higher risk of being either the wrong ISBN or a previously redeemed code. Check with the seller prior to purchase. -- Introduction to Automotive Service covers all eight areas of automotive service, plus the soft skills and tool knowledge that you must know when seeking entry-level employment. The text presents all systems together, making it easier for you to see how automotive systems are intertwined and connected. The text's 40 short chapters divide the content into individual topics to make it easier for you to learn and master the material. Offering a solid foundation in the basics, this text uniquely addresses simple inspection and service procedures without being overwhelming.
Author: Cheryl Law
Publisher:
ISBN:
Category :
Languages : en
Pages : 130
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Book Description
Are you a new parts manager?Have you been looking for key performance indicators To see how your parts department is running? Are you looking for solid actionable ways to improve your parts department? Do you want to excel as an automotive parts manager?Do you want a deeper understanding of the inner workings of the parts department? If you answered yes to any of these questions this book is for you! Managing an Automotive Parts Department was created to fill the gap between becoming a parts manager and the steep learning curve. Most parts departments don't have a succession plan, leaving the replacement parts manager searching for information on how to run the department without actually knowing what to look for and what targets they are striving to reach. Inside this book you will find KPI's and Knowledge Boosters that will help you find the balance between profit, people and inventory.
