Q Chapter 1 Notes – The Automotive Service Industry (75 Points) Name__________________ 1. In the industrialized nations there are, on average ________ vehicles per household. 2. In the United States, more than ________ percent of households report that they have more than ____________ vehicles. (2 pts) 3. According to the U.S. Department of Transportation (2008) there are ____________ million cars and trucks in the U.S. and another _________ million in Canada. (2pts) 4. ____________ is one of the fastest growing civilian car markets with an increase of ____________ between 2007 and 2008. (2pts) 5. The globe now has more than ______ billion vehicles and is expected to hit the _______ billion mark within 20 years. (2pts) 6. The demand for vehicle service continues to grow while there continues to be a shortage of ____________________ __________________. 7. What is the main reason the shortage of technicians will continue? (2pts) 8. It is predicted by 2018 annual demand for technicians will grow by_____ to _____ percent. (2pts) 9. According to National data technicians occupy _______ percent of the total jobs in automotive service careers. 10. The production support activities needed in the _____________ ______________ account for 48 percent of the total jobs in the industry. 11. Management and sales related jobs (service advisors) account for about ______ percent of the support positions in service organizations. 12. Name the five major market segments in the automotive service industry. (5pts) 1. 2. 3. 4. 5. 13. Dealership service departments account for _______ percent of the total automotive service market. 14. Dealerships are solely responsible to make all of the _____________ repairs to vehicles. 15. Dealership service departments specialize in the maintenance and repair of specific ________________ and ___________. (2pts) 16. Historically, even when maintenance and customer work is involved they tend to limit their work only to their ____________________ __________________. 17. Due to dramatic improvement in quality and drop in warranty repair work dealership service departments have become more engaged in ____________ ____________ of repairs and ____________________ maintenance. (2pts) 18. Two decades ago dealerships generated _______ percent or more of their total business with warranty repairs. 19. What are the 6 major departments in dealerships? (6pts) 1. 2. 3. 4. 5. 6. 20. Each of these departments are commonly managed and operate as unique and separate sub companies known as a _____________ ______________. 21. Automotive repair and maintenance shops are _____________________ ______________ ____________________ that operate as single-purpose organizations. 22. Independent shops range in size from locally owned ______________shops proprietorships to large ______________ shops that are comparable to new car dealerships. (2pts) 23. In total independent repair shops comprise the single largest segment of the U.S auto repair industry employing ________ percent of all technicians. 24. What are two things the independent shops cannot depend on? (2pts) 25. What is one issue they don’t have to worry about? 26. The independent repair shops singular focus is ____________ -___________ maintenance and repair. 27. Unlike dealerships Independent shops work on multiple _____________, ______________ and _____________ of vehicles (3pts) 28. Some independent repair shops choose to specialize in a _________________ _______________ of the market such as domestic, European or Asian vehicles. 29. One of the greatest challenges to the independent repair organizations is access to _________________ information and _________________. (2pts) 30. Things have changed over the years and the federal government has intervened to standardize ________________ ________________. 31. Automotive Parts, Accessory and Tire Stores are commonly referred to as _____________ ______________ stores. 32. Name three chain facilities. (3pts) 33. These service departments are similar to the automobile repair and maintenance shops and work on all ______________ and ________________. (2pts) 34. What is the one of the challenges they face when working on vehicles? 35. Because they are part of a larger organization they do have an advantage over independent repair facilities because they can share ________________, ________________ opportunities and even ______________________ and _________________ across different sites. (4 pts) 36. Large chain operations tend to be “______________-_________________” choosing to work on a specific systems such as tires, suspension and brake repairs. 37. What type of service facility has been in decline over the past decade and only accounts for four percent to the total number of automotive technicians in the United States? 38. Why have Gas Stations been in decline? 39. Many of the existing service stations have converted their service bays into __________________ _________________. 40. _________________ service operations are departments within companies or governmental agencies that maintain and repair only those vehicles that are owned or leased by that particular company or agency. 41. Many corporate fleets limit the number of _______________ and ________________ of vehicles that they service at any one time. (2pts) 42. Fleet services, like other independent repair shop counterparts, struggle to obtain ______________________ information. 43. What are three advantages that Fleet departments have over the independent repair shops when it comes to repairing manufacturer vehicles? (3pts)