Fixed Ops Magazine - 2020 Vol17 02 - 58

MARCH APRIL 2020 || FIXED OPS MAGAZINE

damage. Color verification can also be
established at this step. All replacement
parts are ordered, and all the clips, fasteners and moldings are taken off. The
vehicle is then designated a parking area,
always outside of the shop. This ensures
the inside of the shop is designated exclusively for production.
Within the Damage Analysis area, it is
essential to run a pre-repair diagnostic
scan. This process functions as a complete health check of the vehicle. It provides your facility a complete report on
the number of computer modules on
board, as well as any diagnostic trouble
codes (DTC) that could indicate preaccident or accident related damage.
This crucial step eliminates unnecessary
delays waiting for parts or additional insurance authorizations later in the repair,
and identifies issues with the vehicle that
would otherwise be missed.
As parts are received, the parts manager
verifies each part for correctness and
"mirror matches" each part to the damaged part. All correct parts are placed
on the assigned parts cart, creating a
"kitted" cart for the technicians. Once
everything a technician needs to repair
is available, the cart moves to an area
within the facility assigned "Ready For
Production". This area is a visual signal
for the technicians that the next vehicle
is ready for repair. There is no disruption,
no looking for work orders, no supplements and no surprises.
Quality Control should be sustained
throughout the entire repair process,
rather than waiting until the end of the
process at customer delivery. How does
the vehicle pass inspection for defects
as it leaves one area and enters another?
Who is accountable to closely monitor
actions, point out deviations and reinforce the rules? Are OEM procedures
followed by your repair technicians?
Process Driven Design links processes to
individual areas which holds technicians
accountable.
During reassembly your technician ensures that the vehicle is assembled as

58

planned, that components function
properly, and the vehicle will be safe and
perform as expected. A post-repair scan
ensures that all systems on your vehicle
are in proper working order prior to delivery. It is important to note that the majority of DTCs do not result in a malfunction indicator lamp. Failure to perform a
post-repair scan by trained professionals with factory scan tools significantly
increases the risk that the vehicle may
have malfunctioning or inoperable safety
systems. A post-repair diagnostic scan
is the single best way to ensure that the
vehicle is returned to pre-accident condition.
Process Driven Design is Essential to
Assure Customer Quality
The customer initially sees the detail,
buff and polish on delivery, not just the
structural repairs. A final quality inspection performed by the body technician,
paint technician and estimator should
be required to ensure all aspects of the
repairs areĀ  completeĀ  and at the highest
level of quality.
Keep processes in mind for the entire
customer experience. Is there a process to keep the customer up to date
throughout the entire repair process?
Who contacts the customer, completes
the final invoice, resells the value and delivers the finished product?

The benefit of these processes combined
is engaged, productive teams and a selfdirected workforce. Process behaviors
are reinforced and sustained if teams realize others in the organization are taking the same route. If a collision facility
thinks about its processes and establishes behaviors around it, redundant steps
are eliminated, making it more efficient
and agile.
The Process Driven culture drives speed
and agility across the organization and
not in silos of various departments. This
helps the entire collision facility move
faster at lower cost while maintaining
a high standard of customer service.
With the latest technically sophisticated and innovative materials utilized in
the assembly of new vehicles, properly
equipped collision facilities performing
specific processes with trained technicians, Process Driven Design is essential
to assure customers receive the highest
quality of repair.
Judy Folk is Marketing
Manager, Collision Repair Design Services,
Sherwin-Williams
Automotive Finishes. She
has 30 years of industry
experience working with
dealerships, independents, consolidators and multiple shop operations. She
recently presented the SCRS 2019
workshop on Process Driven Design.



Fixed Ops Magazine - 2020 Vol17 02

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

Fixed Ops Magazine - 2020 Vol17 02 - 1
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