The Automotive Service Management or Introduction to Operations and Supply Chain Management

The Automotive Service Management: The High Performance Shop

Author: Mitch Schneider

Gain the expertise required for success in one of the hottest segments of the automotive industry! This pioneering, eight-book series leads users to an understanding of the principles and procedures needed to manage an automotive services facility. Written by a National Automotive Service Advisory Panel member and former host of the "Tech Tips" segment on the popular "Truckin' USA" television show, each book contains proven solutions for effectively tackling challenges faced by today's professional automotive service managers. The rationale for automotive services management as a unique discipline is also explained, making this series a great resource for professionals and those interested in Auto Service Management as their career path.

Table of Contents:

	Preface	vii
	Acknowledgments	ix
	Introduction	xi
Chapter 1	Where Do You Start?	1
	Introduction	1
	High performance: What Is It?	2
	Which Came First?	3
	Intake--Compression--Power--Exhaust	4
	Intake--Getting the Work In	4
	Summary	13
Chapter 2	Compression--Getting Started	15
	Introduction	15
	Taking Orders	16
	Triage	16
	Requests and Concerns	17
	Appointment versus No Appointment	18
	Regular Customers versus First-Time Customers	20
	Scheduling	21
	Selling the Invisible	23
	Active Needs versus Latent Needs	25
	Unrealistic Expectations	26
	Process	27
	"No..."	29
	Summary	30
Chapter 3	Power--Getting the Work Done	33
	Introduction	33
	Moving Work through the Bays	34
	A Three-Legged Stool	34
	Staffing	36
	Certification	37
	Capacity and Capability	38
	Electronic Information	39
	Technical Skills	40
	Training and Education	41
	Moving Parts through the Bays	41
	Effective Parts Management	42
	Summary	45
Chapter 4	Exhaust--Finishing Up	47
	Introduction	47
	People	48
	Divine Intervention	49
	Paradigms and Platforms	50
	Definitions	51
	Policies and Procedures	54
	Follow-up	56
	Summary	59
Chapter 5	Marketing	61
	Introduction	61
	Ready--Fire!--Aim	61
	Customer Profile	62
	Clumps	63
	Targeted Marketing	63
	Customer Retention	64
	Customer-Driven Marketing	65
	Building Customer Retention	66
	One-to-One Wins!	67
	Putting It All Together	68
	Orchestrating the Plan	68
	Summary	69
Chapter 6	Merchandising	71
	Introduction	71
	Visual Marketing	71
	TCRM-Focused Merchandising	72
	Environment	73
	A Changing Marketplace	76
	Components of Successful Merchandising	76
	The Challenge	80
	Color	81
	Lighting	82
	Summary	83
Chapter 7	Integrity-Based Sales	85
	Introduction	85
	Three Problems	86
	The Napoleonic Code	86
	Is What You See What You Get?	86
	False Evidence Appearing Real	88
	"You Need To ..."	89
	The Buying Cycle	90
	Alignment	90
	The Value Equation	91
	Understanding the Value Equation	92
	Price Quoting	93
	Bargain Hunters of Good Faith	95
	Service Writing Skills	95
	Selling Additional Service	95
	Summary	97
Chapter 8	Quality Control (QC)	99
	Introduction	99
	Quality Control	99
	Six-Sigma and Six-Sigma Tools	100
	Obstacles and Constraints	104
	If You Always Do...	105
	Measurement and Feedback	106
	Summary	107
Chapter 9	Strategies: Exit, Succession, and Business Valuation	109
	Introduction	109
	Getting Out	110
	Two Realities	110
	Due Diligence	111
	Exit Strategies	111
	Planning Ahead	112
	Advantages and Disadvantages	113
	Succession Planning	114
	Planning	114
	All in the Family	115
	Valuating your Business	116
	Assets and Earnings Valuation	118
	Goodwill	118
	Capitalization of Income Valuation	118
	Owner Benefit or Historical Earnings Valuation	119
	Multiplier of Market Valuation	119
	Working Backwards	120
	Burnout	120
	Summary	121
Chapter 10	Conclusion	125
	More to Come	127
	References	129
	Epilogue	131

New interesting textbook: Semi Homemade Money Saving Meals or Mario Batali Holiday Food

Introduction to Operations and Supply Chain Management

Author: Cecil C Bozarth

Introduction to Operations and Supply Chain Management, 2/e is the first text to provide an integrated and comprehensive treatment of both operations and supply chain management. In the 2^nd edition, the authors provide deeper coverage of important topics while maintaining a trim, integrated book.  It now provides substantial coverage of the major operations management topics and tools, while extending coverage to include core supply chain management issues.