CH1
True
The broad operating philosophy under which you select and use resources in a way that will have a minimum impact on depleting or permanently damaging them
Sustainability
How many components are there in an advanced systems model? What is the difference between this and a basic systems model
4, the addition of a feedback loop
The repair order's 2 main purposes are
to act as a legal document and as the central communication tool
The survival of an automotive shop depends upon providing service at a(n) ___ price
affordable
One of the greatest challenges to the independent repair organizations in automotive service is the access to technical_______
Information & Training
In most cases, these support services require space equal to at least __% the size of the repair shop
50%
All of the resources that are required for a system to be able to function
Inputs
What does every customer concer start with
The customer states
A pressure-free approach to selling based on gentle reminders and recommendations
Soft-sell
The demand for vehicle service continues to grow faster than the _______
supply of service
The facility that is not directly involved in repair
Support space
Using ____ logic; the first response to a customer complaint would be to find out whose fault it is
Traditional management logic
What part of the repair order is the most important? Why?
The estimates and approval section, it contains the customer signatures
The amount of time directly related to the performance of repairs for which you can charge the customer
billable hours
Dedicated service facilities that are a part of all new car and truck dealerships
Service department
Many larger independent shops and those associated with dealerships carry enough inventory to act as
____ is looking at the organization based on the workflows within the organization and taking into account the inputs, processes, and outputs of these workflows
Systems View
A brief report that tracks all repair orders currently in the shop
Daily work control log
Price-leader
What are the 5 major market segments in the automotive industry?
2. automotive repair and maintenance shops
3. automotive parts, accessories, and tire stores
4. gas stations
5. fleets
What are the sizes of small and large repair stalls
10'x20' (200 sq.ft.)
12'x25' (300 sq.ft.)
What are the 9 steps to the repair process
1. appointment, 2. reception, 3. work distribution, 4. work performance, 5. quality assurance, 6. invoicing, 7. delivery, 8. cashiering, and 9. follow up
How many common sections are there in a repair shop? What are they?
A service department can reduce it's efficiency and profitability by increasing the number of ____ that it sells per service transaction
Price-leaders