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Automotive Service Management


Automotive Service Management trainingProgram Duration: 2 Months
Course Contact Hours: 130
Student Tuition: $1,300.00

Automotive Service Management offers coverage across a large range of topics that are significantly important in the fast-paced, intricate world of automotive service management. Examining over 30 distinct topics, real-life examples help reinforce major points and principles. This Automotive Service Management training  was created for individuals in training to enter the automotive service industry and also offers sufficient depth and breadth of content to be a valuable resource to assist continuing development for industry service professionals.

After finishing this Automotive Service Management training, you will have the ability to:

  •  Understand the automotive repair industry as well as service market segments.
  • Recognize management theories, roles, and principles.
  • Determine strategies for taking care of finances and maximizing profits.
  • Define methods for organizing yourself and your business.
  • Determine procedures for maintaining customer relations and marketing your services.

Outline

Automotive Service Management Module 1
Service Operations

  • The Automotive Service Industry
  • Types of Repair Organizations
  • Service Market Segments
  • Physical Resources
  • Equipment and Tools
  • Physical Facilities
  • Manpower Resources
  • Various Job Positions
  • The Repair System
  • Service Function Within Organization
  • Service Process Workflow
  • Repair Documents
Read Full Course Outline
Automotive Service Management Module 2
Management Theories and Principles

  • Classic Management
  • Management Role
  • Labor Role
  • The Quality Movement
  • Quality Management
  • Evaluating the Cost of Quality
  • Leadership
  • Relationship Building
  • Key Characteristics of Leaders
  • The Complex Role of Management
  • Delegating Tasks
  • Ethics and Stewardship

Automotive Service Management Module 3
Management Strategies

  • Vision, Mission, and Values
  • Long-Range Planning
  • Short-Term Planning
  • Strategic Planning
  • Identifying Strengths and Weaknesses
  • Opportunities and Threats
  • Developing Goals
  • Operational Planning
  • Tactical Planning
  • Decision Making
  • Benefits and Drawbacks
  • Operating Levels in an Organization

Automotive Service Management Module 4
Financial Measurement

  • Income and Expenses
  • Evaluating Profit
  • Financial Measurements
  • Compensation Plans
  • Flat-Rate Labor Pricing
  • Technician Pay
  • Fringe Benefits and Compensation
  • Production Plans
  • Individual Plan
  • Team System
  • Analysis and Action
  • Financial Forecasting

Automotive Service Management Module 5
Organizing and Managing Yourself

  • Managing Yourself
  • Using Your Strengths
  • Prioritizing Efforts
  • Time Management
  • Improving Productivity
  • Organizing Tips and Tools
  • Tracking Projects
  • Tracking Performance
  • Tracking Communications
  • Organization Techniques
  • Managing Activities

Automotive Service Management Module 6
Customer Relations

  • The Value of Satisfied Customers
  • Customer Satisfaction
  • Attracting New Customers
  • Benefits of Repeating Customers
  • Fundamental Traits of Human Behavior
  • Building Basic Communication Skills
  • Behaviors Affecting Communication
  • Nonverbal Signals
  • Tone of Voice
  • Resolving Customer Disputes
  • Negotiating an Agreement
  • Consistent Procedures

Automotive Service Management Module 7
Employee Relations

  • Recruiting and Selection
  • Job Analysis
  • Motivating Employees
  • Improving Employee Morale
  • Retention
  • Productivity
  • Performance Goals
  • Compensation Plans and Performance
  • Progressive Discipline
  • Employee Development
  • Counseling and Advising
  • Correcting Poor Behavior

Automotive Service Management Module 8
Marketing and Merchandising Service

  • Marketing and Mass Media
  • Principles of Marketing
  • Creating Value
  • Proper Pricing
  • Target Marketing
  • Building an Identity
  • Differentiating From Competition
  • Unique Market Identity
  • Point-of-Purchase Merchandising
  • Merchandising Techniques
  • Selling Service
  • Focusing on Customer Priorities

Automotive Service Management Module 9
Legal Issues and Responsibilities

  • Legal Guidelines for Service Operations
  • Repair Order as Legal Contract
  • Legal Responsibilities
  • Legal Actions Related to Auto Repair
  • Warranties
  • Service Agreements
  • Guarantees
  • Warranties vs. Service Agreements
  • Workplace Safety
  • Federal Workplace Safety Laws
  • Workplace Safety Administration
  • OSHA Regulations

Required Materials:

Materials Included:
Automotive Service Management by Andrew Rezin

System Requirements: 

Internet Access

  •  Broadband or high-speed internet access is strongly recommended. Broadband includes DSL, cable, and wireless connections.
  • Dial-Up internet connections will result in a diminished online experience. Moodle pages may load slowly and viewing large audio and video files may not be possible.

Hardware

  • Virtually all Windows-Mac hardware configurations and processors are acceptable.
  • 1 GB RAM recommended
  • Software
  • Operating Systems
  • Windows XP or Vista and Mac OS X 10 and higher
  • Web Browsers
  • Mozilla Firefox 2 and 3 (previous versions will work also)
  •  Internet Explorer 6, 7 and 8
  • Safari is not currently recommended as it cannot display certain Moodle editing menus for both students and instructors
  • Media Plug-ins (These may be required depending on your course media-click on the links below to download the latest versions)
  • Adobe Flash Player
  • Adobe Acrobat Reader
  • Apple Quicktime
  • Windows Media Player
  • Real Player
  • PowerPoint Viewer (use this if you don’t have PowerPoint)