The Service Consultant Principles Of Service Management And Ownership

Author: Ronald A Garner
Publisher: Cengage Learning
ISBN: 1285806557
Size: 41.64 MB
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Designed to prepare readers for a successful career as an automotive service consultant, THE SERVICE CONSULTANT: PRINCIPLES OF SERVICE MANAGEMENT AND OWNERSHIP, Second Edition teaches readers how to maximize profits and improve customer satisfaction in an automotive business. With coverage of task-oriented procedures for day-to-day operations as well as communications, relations, supervision, and customer delivery, this practical book provides readers with an in-depth examination of the multi-faceted responsibilities of an automotive service consultant. In addition, the second edition contains updated examples, activities, technology, case studies, and visual aids so that readers are exposed to the most up-to-date information in the field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Managing Automotive Businesses Strategic Planning Personnel And Finances

Author: Ronald Garner
Publisher: Cengage Learning
ISBN: 1401898963
Size: 26.81 MB
Format: PDF, ePub
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The success of any organization most often depends on the execution and management of such strategic issues as business development, personnel and fiscal operations. This new book introduces readers to the duties and practices assigned to service managers in the successful operation of an automotive service facility. Coverage begins with a general discussion of the management structure and the service manager’s role in facility operations. Consideration is then given to navigation of the personnel process from the recruitment of workers to supervision of their performance. The financial business practices of a service manager familiarizes readers with the importance of fiscal responsibility in the operation of a lucrative automotive service business. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Customers For Life

Author: Carl Sewell
Publisher: Currency
ISBN: 9780307567314
Size: 14.34 MB
Format: PDF, Kindle
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In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.

Driving Forces

Author: James A. Dunn
Publisher: Brookings Institution Press
ISBN: 9780815707202
Size: 67.48 MB
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To its critics, the automobile is a voracious consumer of irreplaceable energy resources, a leading polluter of the environment, and a destroyer of cohesive communities. The most outspoken opponents call for greater regulations and restrictions to ultimately replace the automobile as the country's primary means of transportation. But their proposals all ignore one simple fact: Americans love their cars! Millions of citizens have made the automobile the most successful method of mass transportation ever developed, and they are not about to give up the personal mobility it offers. This book presents the controversial view that, for the vast majority of Americans, the automobile is not the problem, but the solution to transportation needs. While acknowledging the automobile's significant drawbacks, the author refutes much of the shrill rhetoric and doomsday predictions of its opponents. He takes a skeptical look at the major policy initiatives to tax, regulate, and provide alternatives to the automobile, pointing out that any policies designed to remove Americans from their cars without offering them a superior means of mobility are "worse than useless" and doomed to failure. The book offers suggestions and guidelines for politically realistic initiatives that preserve the benefits of the automobile while building public support for policies that will reduce its negative effects on energy use and the environment.

Managing Automotive Businesses Strategic Planning Personnel And Finances

Author: Ronald A Garner
Publisher: Cengage Learning
ISBN: 1133010369
Size: 31.91 MB
Format: PDF, Docs
View: 5340
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The success of any organization most often depends on the execution and management of such strategic issues as business development, personnel and fiscal operations. This new book introduces readers to the duties and practices assigned to service managers in the successful operation of an automotive service facility. Coverage begins with a general discussion of the management structure and the service manager's role in facility operations. Consideration is then given to navigation of the personnel process from the recruitment of workers to supervision of their performance. The financial business practices of a service manager familiarizes readers with the importance of fiscal responsibility in the operation of a lucrative automotive service business. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The Safety And Health Handbook

Author: David L. Goetsch
Publisher: Pearson College Division
ISBN: 9780136742432
Size: 47.48 MB
Format: PDF, ePub, Docs
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This convenient handbook focuses on the needs of non-safety professionals who have an interest in, or partial responsibility, for safety--e.g., managers, engineers, and technologists. It provides twenty consistent, quick-reference chapters, each focusing on a major concern of occupational safety and health and how it affects productivity, quality, and competitiveness on the job. Up-to-date research is integrated throughout in a down-to- earth manner, and Application Scenarios highlight management scenarios based on actual events that occurred in real organizations. Accidents Cost. OSHA. Workers' Compensation. Ergonomic Hazards. Stress Hazards. Machine Hazards. Falling and Lifting Hazards with Eye, Head, and Foot Protection. Temperature and Pressure Hazards. Electrical and Fire Hazards. Toxic Substance Hazards. Confined Spaces. Radiation Hazards. Noise and Vibration Hazards. Automation and Technology Hazards. Bloodborne Pathogens. Environmental Safety/ISO 14000. Workplace Violence Prevention. Emergency Preparation. Accident Investigation and Reporting. Safety Training. For non-safety professionals--managers, engineers, and technologists--who have an interest in, or partial responsibility, for safety on the job.

Automotive Service Management

Author: Andrew Rezin
Publisher: Pearson
ISBN: 9780134709857
Size: 71.21 MB
Format: PDF, Mobi
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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.

The Art Of Client Service

Author: Robert Solomon
Publisher: John Wiley & Sons
ISBN: 111922828X
Size: 79.78 MB
Format: PDF, ePub, Mobi
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A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

Software Ownership Transfer

Author: Vinod Sankaranarayanan
Publisher: Addison-Wesley Professional
ISBN: 0134181069
Size: 14.81 MB
Format: PDF, Kindle
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Organizations invest immense amounts of time, resources, and attention in their software projects. But all too often, when it's time to transfer the finished project to new "owners," they settle for the most superficial classroom training, documentation, and code walkthroughs. These conventional approaches to knowledge transfer often fail, dramatically reducing the value of new systems in production. You can do much better - and Software Ownership Transfer will show you how. This is the first practical, hands-on guide to knowledge transfer in today's agile environments. Using a realistic, large-scale case study, ThoughtWorks expert Vinod Sankaranarayanan shows how to elevate knowledge transfer from "necessary evil" to an activity full of agility and innovation, and bring together multiple organizations and cultures to make ownership transfer work. Sankaranarayanan explains why mere documentation of error reports and processes isn't enough, and shows how to successfully craft a knowledge transfer program that's more substantive and effective. Along the way, he offers guidance on overcoming the commercial compromises and personal tensions often associated with transferring systems to new ownership; and on transforming mere "knowledge transfer" into something much better: "taking ownership."

Soa Made Simple

Author: Lonneke Dikmans
Publisher: Packt Publishing Ltd
ISBN: 1849684170
Size: 10.63 MB
Format: PDF, Kindle
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"SOA Made Simple" is a concise and indispensable handbook for finally understanding exactly what Service Oriented Architecture is. Split into three clear sections, in this book you'll learn from both theory as well as step-by-step implementation examples to aid in your understanding of this often poorly- articulated industry term.If you are an architect who wants to be completely clear in your understanding of what SOA is, then this book is essential. In fact, anyone (designer, developer, administrator or team lead) who is implementing or about to implement an architecture in an IT environment should not miss out on "SOA Made Simple." Some previous experience with general software architecture is required, but this guide will tell you everything you need to know about SOA in a clear and easy fashion.