This  Section deals with the diverse  aspects  of an automotive  service shop operation -- technical, management, marketing, production, financial, economic, and, social. With the advent of the Information Age and its concomittant push towards the use of ever-sophisticated information technology, automotive maintenance has moved from  the  "grease-pit" corner of a dingy motorpool or decrepit single-gas pump, to the forefront of many a "multi-level" 5-star service facility with spanking new lounges and "customer-friendly" service consultants(read: mechanics); or, to a 5000- square meter (at least) "service station" that boasts of  clean washrooms, a snack center, and a whole array of "high-tech" digital diagnostic equipment to check your engine, tires, and on-board car computer.

    The materials for this Section are taken mainly from an industry study authored by me for my MBA thesis, many years back then, and now being updated for the times. Note : Lest the reader be misled -- while the study is original and based on many years' experience working in the industry, the conclusions derived thereat are solely mine.  Conditions and cultural mileu vary from one location to the next, and from country to country, so that interpretations of  "right" or "wrong" courses of actions are  not always accurate. The kind reader  must himself decide for himself.

In Focus : The Shop Manager - Entrepreneur

    The shop manager or shop entrepreneur is the principal character of this industry study, for his is  a unique position in the industry -- he is the leader, the prime mover. The key to understanding the automotive service industry is by peeking through the eyes of the shop owner-- his perceptions, his needs, his values.

    It has often been argued that in a service business, the customer dictates the tempo and direction. On the surface, this might be so, but as any strategic planner or corplan executive will tell you, it takes a visionary and hard-working entrepreneur or professional manager to organize and set things in motion. Indeed, if customers always had their way, our marketplace would be in chaos - a crazy, customer-driven world devoid of philosophy and rationality.

    What, then, are the problems that a shop manager/entrepreneur faces or expect to face day-to-day? What sort of decisions (minor, major) does he have to take to ensure his customers are happy? his people are happy? the public is happy? the government is happy? What qualities should he possess? skills? training?

    All these, and more, are the issues that I will attempt to tackle,  for the enlightenment of everyone who want to see the automotive and transportation industries managed professionally and profitably. I will seek  to accomplish these from the point of view of an "industry specialist" or as an "insider."

   May I  also invite the kind reader to comment or give his/her valuable suggestions on any topic or subject touching on these and other service matters ('cuz, you know what, I don't have the last word on them, DEFINITELY !). Thank you in advance ...

NOTES:

1. For an example of shop management software, visit this site: http://www.completeshopmanager.com/csm.htm