The information rests on a survey, to which more than 1,000 responses were received, of the members of the Automotive Service Industry Association. An explanation of management options focuses on the needs to set clear policy, establish controls, establish firm billing procedures, identify property, introduce deliberate errors, and avoid establishing overly strict controls. Advice on preemployment screening covers the application form, references, polygraphs, written honesty tests, and bonding employees. Guidelines also cover controls for specific departments, including receiving, shipping, drivers, shop, counter, salesmen, office, branch stores, drive-in service, and computer operations. Controls for use at the cash register and during billing are also explained. Information on dealing with pilferage covers spot checking, checking services, dealing with shortages, keys and recording devices, and steps to take when pilferage is discovered. Survey results, figures, and forms are also included.