Process #7:  Quality is Built Into the Process

In order to achieve our objective to be the “TRPOC,” in our community we must deliver the vehicle on time, back to pre-loss condition and done right the first time. Historically our industry has inspected for quality repairs way too late in the process. The top providers in our industry are engaging their entire work force and building quality into the process. Anyone at any time can stop a vehicle and correct flaws or poor workmanship in the process. Determining that colour does not match after a car has been reassembled washed and ready for delivery is unacceptable and extremely costly. We will engage the team to become a high-performance work force achieving extraordinary results, we will take pride in what we all do as a team.

One of the guiding rules I have always lived by is, “if it was your brothers, sisters, or mother’s car how would you fix it”, we need to take that perspective on each and every car we work on!!

Our Promise;

1. Customers vehicles entrusted to our care will be safe and secure at all times.
   1. The use of crash wrap and plastic will be used in all openings.
   2. Good welding blankets and weld-proof paper will be used to protect interior compartments, seating, glass etc. care should be taken of nearby vehicles and weld splash. Welding blankets with numerous holes should be replaced.
   3. No parts at any time are to be left in vehicles, use labeled part carts and wrap parts for protection as necessary. An $800 leather trim panel scratched is a lot more expensive than $3 of plastic wrap.
2. Your facility needs to maintain all technical training necessary to maintain I-CAR Gold certification.
   1. All technicians will maintain certifications required for Gold Class and OEM certifications.
   2. Technicians need to research available classes in advance of deadlines; we want all classes taken to have some value not just taken to maintain a certification.
   3. Technical training has tremendous value and it should be looked upon as an asset to your company, time off request for specialized training should be welcome.
   4. All technicians need to be AC certified minimum requirement that can save big fines. Technicians should take the AC certification test as a requirement of employment, a 30 minute on line test.
   5. All technicians and management to be welding certified, (TBD.)
3. QC sheets, RO’s and estimates along with All-data and structural repair sheets will be in all cars prior to the beginning of any repairs. Structural repair guidelines for any welded panels should be present during disassembly of the vehicle in order to write an appropriate estimate of the damage. Pre-Scan Issues should also be determined and documented upfront.
   1. All technicians will read estimates, review QC sheets and sign off on their work prior to vehicle being removed from their department. All paperwork is to remain in the vehicle at all times. Create a RO sheet for technicians that they may use, review management system for options.
   2. All vehicles requiring frame repair of welded on panels require an approved repair methodology sheet in the file and vehicle. All repair methodology sheets are to be discussed with technicians and all need to be in agreement on how this vehicle will be repaired, technical sheets need to have technician’s signatures.
   3. Any vehicle requiring set-up and measure will require 8-point measurement to include torque box. Frame measurements before and after will be saved in the computer along with printing copies and inserting into the paperwork with the car for removal to the file.
   4. Any alignments required will also need to be saved to the computer and copies printed and also inserted into the file in vehicle to be removed and put with the file at a later date.
   5. All structural repairs and weld on panels need to have additional photos in the file. Welds need to be pictures for proper welds and number of welds, no exceptions.
4. Managers, SA, production coordinators should all inspect vehicles on a daily basis to ensure proper repairs are being performed constantly.
   1. All structural repairs should be inspected during and after completion, welding and body repairs should have a second set of eyes before any caulking of primers are applied.
   2. All technicians should have an agreed upon plan for all metal final prep, any technician should be able to request better prep. If he finds deficient work being performed.
   3. All repairs are to be accepted by each department prior to them beginning their repairs, there will be no reason for one department to state that the prior department did poor repairs. If you are working on a vehicle you are saying that you felt the prior repairs were acceptable.
   4. Any deviations from repair orders need to be appropriately noted to management, if not no deviations will be allowed. Any deviations or quality issues need to be addressed immediately!!
   5. Any repair order changes made need to be documented in files immediately, with clients and customers being notified as needed or required.
5. The last QC inspection will include minimally checking all repairs and ensuring that repairs match the estimate.
   1. Again, this is a final inspection, very minimal issues should be found here, if you begin to see major issues the internal QC process is failing and needs adjustments.
   2. Paintwork for texture and finish, Jambs for compound and repair residue. Obviously have any issues corrected, but also address, why are you having to address these issues at final QC???
   3. Check panel and parts alignment; check all parts that were disassembled for fit and operation, multiple checks just in case there is a loose clip!!!
   4. Check to see that all panels and trim are adequately secured and aligned
   5. Do Post Scan after all parts have been re-assembled and prior to completion of vehicle.
   6. Verify all mechanical and electrical operations.
      1. Check all lights and bulbs.
      2. AC blows and blows cold, heat, radio presets and simply radio code? Check dash for lights, all washer and wipers frt. & back including fluids. Windows and door locks around the vehicle.

• Any vehicle with mechanical, alignment, structural, etc. should be test driven. Check steering, brakes and brake pull, wind noise or any associated noises.

1. All fluid levels should be checked prior to test drive and after test drive.
2. Any vehicle with AC or radiator removed should check water level twice before and after test drive. All radiator lines should be pressure tested if removed. Cheap tool save an engine replacement.

1. Check final detail for all small items that may have been missed. Proper positing and alignment of emblems, tape or painted stripes are acceptable and all clear protectors have been installed.
2. This should have been done well in advance of final QC if possible, but ensure that all customer concerns have been completed. The first thing a customer will do is looked for what they asked for or you promised them, if not done all that you have done to be successful just went down the tubes.
3. Prior to calling customer for delivery SA signs off on QC sheet and insures all require documents are in file, estimate, QC Sheet, Frame and Alignment specs, welding or structural data sheets. If not present find them. Sign the QC sheet saying you approve this repair for delivery.

6. Any warranty repairs require center manager’s involvement.
   1. We want customers for life and not complaints for life; this is our opportunity to make customers believe we stand behind our product.
   2. Arrange for the pickup and delivery of these vehicles, also your presence is extremely critical in the deliveries.
   3. We will provide any transportation requirements if necessary.
   4. All warranty repairs will require everyone’s attention and have priority.
   5. Center manager is required to deliver all warranty repairs and needs to be actively involved in the re-repair.

How do we measure successl?

• Repair quality of Top 20% , is 9.6 or better, Goal 9.8 or better.
• Return rate of Top 20%, 7% or less. Our goal 2%.
• Internal facility audits Top 20%, 94% or better. Our goal 100%
• Work billed not performed, or work performed not billed Top 20% , 0% (Customer courtesy to be itemized and 0 billed OK)
• Repair methodology sheets posted in all vehicles requiring structural repairs and welded panel replacements. All Scans, alignments, and measurements along with repair procedures and proper repair procedures to be documented in file for future reference.
• All Certifications always maintained.