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Benchmarking Collision Center Performance
VisionPLUS Achieving Complete Customer Satisfaction Over 80% of a collision center's sales revenue is a result of repeat business or referrals. "Achieving Complete Customer Satisfaction" creates a huge advantage over your competition. This course describes what distinguishes a completely satisfied customer, how to implement the six steps of "Achieving Complete Customer Satisfaction" and why nothing less than 100% completely satisfied customers is acceptable.
VisionPLUS Advanced Production Management Participants of this workshop will learn how to improve and streamline the management of the collision repair process. This workshop explains the concept of "throughput" and demonstrates the benefits of measuring and improving throughout and reducing work-in-production (WIP) and thereby reducing chaos and confusion in the production area. It describes and explains repair pre-management consisting of selling the consumer first, writing a complete and accurate damage report before parts are ordered, and obtaining all correct parts before the vehicle is dispatched to the technician. Finally, it describes a system of Fast Track production so collision centers can process small repairs with dramatically reduced cycle time.
VisionPLUS Estimating for Profit The estimating position is arguably the most valuable position in the collision center. A skilled salesperson, damage appraiser, and negotiator will dramatically increase collision center sales and profitability, technician compensation, customer satisfaction, while at the same time, reduce cycle time and stress on themselves and every other person working in the collision center. In this interactive workshop, attendees will learn how to increase a shop's closing ratio by selling first, estimating second, and increase the average repair order through accurate damage appraisal, effective use of the procedure pages, and skillful negotiation with insurers. This workshop will identify how to streamline the estimating/repair order process and reduce cycle time by eliminating reactive supplements.
VisionPLUS Fast Track Production This course focuses on the need and benefits of the techniques and process to develop production systems. By directing attention on systemization and the prevention of errors, collision repair facilities can dramatically improve their productivity, capacity and lower their costs. Fast Track Production describes how to begin that process.
VisionPLUS Marketing and Insurer Relations Bringing a steady and growing flow of work to the door is a vital aspect of managing a successful collision center. This includes aspect of managing a successful collision center. This includes marketing directly to consumers as well as to local referral networks such as fleets, community organizations and insurance agents. It also means identifying and meeting the needs of insurers and proactively managing your insurance relationships; whether or not you chose to engage in DRP's. This course will identify strategies to target your marketing efforts where they can be most effective - by bringing vehicles to you. Developing solid, mutually-beneficial relationships with insurers with or without DRP arrangements is equally important. We will discuss the interests of both the insurer and the collision center and how we can profit from identifying and meeting their needs. This will include becoming knowledgeable and being able to converse using their terminology such as frequency, severity, loss ratios, loss adjusting expense, and how we can contribute to lowering their costs while retaining our volume and profitability.
VisionPLUS Maximizing Your Estimating Performance This course is an intensive overview of the selling process within today's collision center. It includes the key aspects of selling to consumers such as identifying and meeting their needs. It explains how to maximize sales, profitability and productivity through the use of P-pages and facility standards, by effective negotiation with insurers, and by focusing on proactive vs. reactive supplements. Finally it shows how to target improved profitability by increasing sales of parts, paint labor and materials.
VisionPLUS Measuring and Improving Performance Participants will learn how to measure the performance of their collision center utilizing 24 Critical Key Performance Measurements. They will learn to use the Management by Objectives process, understand ratios and percentages, learn to track trends, set goals and compare performance to regional and national benchmarks. Information from the collision center's "meaningful" financial statements and non-financial data will be used to calculate the 24 "KPIs." For selected KPIs, participants will learn where the data comes from, what affects the KPI positively or negatively, how to gauge performance against comparable collision centers, and how to improve facility performance. For non-financial data, participants will learn how to set up a "data stream" to assure that needed non-financial data is readily available. Participants will be enabled to utilize BASF's Vision Plus Online (VPOL) to measure, benchmark, and improve each of these 24 critical areas of performance in the collision center.
VisionPLUS Motivating Employees with Productive Pay Plans Participants of this course learn how to tie the objectives of a shop's pay plan to the objectives of the business, attract and retain employees, reward performance and stimulate performance beyond the comfort zone. This course also demonstrates how wages, incentives, taxes and benefits affect total compensation cost and profitability. In addition, new pay plan approaches are contrasted with traditional pay plans to enable rewards, longevity, proficiency, quality, training skills growth and teamwork.
VisionPLUS Organizational Structure Participants will learn how to evaluate their current organization situation, the cost and effectiveness of their current organizational structure, and make changes to improve performance. The front office and different ways to have a management presence on the production floor and compare them with a "new model" for collision center management will be evaluated. Evaluation of each of the roles that must be filled in every collision center, and based on the size of the collision center, suggest staffing options. Finally, we will make certain that the organization that works best for you is affordable and profitable.
VisionPLUS Paint and Material Profitability Paint and Material Profitability involved participants in discovering and analyzing the factors, which influence a collision center's paint and material profitability. Paint and material sales are first assessed by scrutinizing estimates for "not-included" items and "add-on" materials, proper classification on the estimate and repair order, and measuring actual paint and material sales per paint hour. Next, ways to minimize paint and material costs are reviewed through usage reduction, proper classification of non-paint and material items, and analyzing both total paint and material cost and paint (only) cost per paint hour. Finally, the performance example facilities are analyzed to learn to determine what separates excellent from average or poor performance.
VisionPLUS Paint Department Productivity Although the paint department is often perceived as a collision center bottleneck, insufficient management effort is often applied to process streamlining. Unlike the metal department, every vehicle follows a similiar set of process steps in the paint department. Like a production line, the paint department should flow smoothly with few interruptions. In this workshop, attendees will learn how to define and manage the "5-2-1" process of five on-line processes, two off-line processes, and one continuous process. Also described with this workshop is how to employ leveled workflow and skill specialization to achieve increased productivity. Finally, attendees will learn to measure the productivity of the paint department and how to dramatically increase the capacity of their facility.
VisionPLUS Profiting from People Skills This course describes the importance of learning to effectively deal with people, customers, employees, insurance representatives and vendors. The fact that people see things differently and that personality types affect skills, abilities and attitudes has an influence on our interactions with people. Communication skills are discussed. The key is looking inwardly rather than outwardly as we seek to improve our business relationships.
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