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The Service Consultant Principles Of Service Management And Ownership

Author: Ronald A Garner
Publisher: Cengage Learning
ISBN: 1285806557
Size: 65.11 MB
Format: PDF, Docs
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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: 31.75 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: 58.40 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: 48.82 MB
Format: PDF, ePub, Mobi
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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: 27.21 MB
Format: PDF, Kindle
View: 1260
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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.

Verism A Service Management Approach For The Digital Age

Author: A Publication of IFDC (International Foundation of Digital Competences)
Publisher: Van Haren
ISBN: 9401802416
Size: 50.94 MB
Format: PDF
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VeriSM is a framework that describes a service management approach from the organizational level, looking at the end to end view rather than focusing on a single department. Based around the VeriSM model, it shows organizations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers. VeriSM allows for a tailored approach depending upon the type of business you are in, the size of your organization, your business priorities, your organizational culture – and even the nature of the individual project or service you are working on.Rather than focusing on one prescriptive way of working, VeriSM helps organizations to respond to their consumers and deliver value with integrated service management practices.Service management plays a leading role in digital transformation. Digital transformation looks outward; with a hyper-focus on the consumer experience. Service management can help shift the mindset from ’inside-out’ to ’outside-in’ by developing effective, transparent principles that help deliver services that are valuable to the customer. All organizational capabilities must understand: - How does the organization enable and deliver value?- What are the supply chains within an organization that support value delivery?- How do the individual capabilities contribute to or support these supply chains to deliver value?

Extreme Ownership

Author: Jocko Willink
Publisher: St. Martin's Press
ISBN: 125018472X
Size: 23.68 MB
Format: PDF, Docs
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An updated edition of the blockbuster bestselling leadership book that took America and the world by storm, two U.S. Navy SEAL officers who led the most highly decorated special operations unit of the Iraq War demonstrate how to apply powerful leadership principles from the battlefield to business and life. Sent to the most violent battlefield in Iraq, Jocko Willink and Leif Babin’s SEAL task unit faced a seemingly impossible mission: help U.S. forces secure Ramadi, a city deemed “all but lost.” In gripping firsthand accounts of heroism, tragic loss, and hard-won victories in SEAL Team Three’s Task Unit Bruiser, they learned that leadership—at every level—is the most important factor in whether a team succeeds or fails. Willink and Babin returned home from deployment and instituted SEAL leadership training that helped forge the next generation of SEAL leaders. After departing the SEAL Teams, they launched Echelon Front, a company that teaches these same leadership principles to businesses and organizations. From promising startups to Fortune 500 companies, Babin and Willink have helped scores of clients across a broad range of industries build their own high-performance teams and dominate their battlefields. Now, detailing the mind-set and principles that enable SEAL units to accomplish the most difficult missions in combat, Extreme Ownership shows how to apply them to any team, family or organization. Each chapter focuses on a specific topic such as Cover and Move, Decentralized Command, and Leading Up the Chain, explaining what they are, why they are important, and how to implement them in any leadership environment. A compelling narrative with powerful instruction and direct application, Extreme Ownership revolutionizes business management and challenges leaders everywhere to fulfill their ultimate purpose: lead and win.

Software Ownership Transfer

Author: Vinod Sankaranarayanan
Publisher: Addison-Wesley Professional
ISBN: 0134181069
Size: 56.50 MB
Format: PDF, ePub
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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."

Service Delivery

Author:
Publisher: The Stationery Office
ISBN: 9780113300174
Size: 70.38 MB
Format: PDF, ePub, Mobi
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This book is one of a series issued as part of the updated IT Infrastructure Library that documents industry best practice for the support and delivery of IT services. Although this book can be read in isolation it is recommended that it be used in conjunction with the other IT Infrastructure Library books. Service management is a generic concept and the guidance in the new IT Infrastructure Library books is applicable generically. The guidance is also scaleable, applicable to both small and large organisations. It applies to distributed and centralised systems, whether in-house or supplied by third parties. It is neither bureaucratic nor unwieldly if implemented sensibly and in full recognition of the business needs of the organisation.

The Service Consultant Working In An Automotive Facility

Author: Ronald Garner
Publisher: Cengage Learning
ISBN: 9781401879907
Size: 34.11 MB
Format: PDF, ePub, Mobi
View: 1942
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This book examines the multi-faceted responsibilities of an automotive service consultant. It outlines task-oriented procedures for day-to day operations and provides an understanding of how service techniques are used to maximize customer satisfaction and profitability. Content follows the tasks identified by ASE for Automotive Service Consultant (C1). ASE terminology is used throughout to describe the people and businesses servicing the driving public. Coverage examines communications specific to customer relations and sales as well as internal communications, relations, and supervision. Customer delivery and follow up round out this thorough exploration of the functions of a successful automotive service consultant. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.