Fixed Ops Magazine - 2020 Vol17 02 - 57

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



Fixed Ops Magazine - 2020 Vol17 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 02

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