Automotive Service Management (3^rd Ed.) Pearson Automotive Series

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 organizational 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

About 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.

Hallmark features of this title

Latest developments in automotive service management

• More than 30 critical topics survey the skills and principles of automotive service management, from repairs and resources, to financial forecasting and resolving customer disputes.
• Content on leadership throughout addresses the skills and knowledge needed to run an automotive business.
• A focus on service consultants pinpoints the skills and knowledge required for entry-level service management positions.

Practical applications

• Theory Into Practice exercises give students practice handling actual scenarios from the field.
• A business forms appendix provides materials useful for developing practice exercises.
• An appendix cross-references ASE C1 competencies to their location in the text.