the repair process assists the technicians in completing their tasks in a timely manner and helps to achieve consistent quality on every vehicle. A Process Driven facility is set up so the operation can run regardless of individual decision making. How does a Process Driven Designed Collision Facility Operate? Customer focus is first. How do you or your staff greet the customer? How does your staff sell the customer and obtain authorization? This is a crucial step that many shops overlook. Is there training for your upfront personnel? Are there specific steps that you take to understand the customer's immediate situation to address their needs? This first impression is crucial for your business to gain customer confidence. The parking lot is an important consideration for production. An overwhelming number of wrecked cars in your parking lot are not making you any money. Designate specific areas in your parking lot for vehicles brought in for damage analysis, waiting for parts, waiting for detail, employee parking, customer parking, rental cars and delivery (aside from the plethora of new and previously-owned vehicles for sale) This is a simple process improvement that eliminates chaos. By specifying areas, any employee can see immediately what stage a vehicle is in. It is most efficient to start with scheduling in Damage Analysis. Scheduling involves a thorough analysis of each vehicle in a specified area, with specific equipment, software, tools and technicians available to analyze the complete PROCESS CULTURE INSTILLS DISCIPLINE AND RIGOR TO ENSURE YOUR COLLISION FACILITY STAYS ON TRACK AND EMPLOYEES FOLLOW THE STANDARD PATH OPTIMIZED FOR THAT PROCEDURE. 57