Process Driven Design for Better Collision Repair Results

Featured in ABRN - September 2019 | Fixed Ops March/April 2020
By Judy Folk, Manager, Collision Repair Design Services, Sherwin-Williams Automotive Finishes

Vehicles today are more sophisticated than ever. With every new model introduced there is more complex technology.  We are no longer talking about mere transportation. We are talking about complex networks on wheels.

Did you know the average new car comes with more than 100 million lines of code? That’s ten times more than a Boeing 787 Dreamliner!

Similarly, collision repair facilities that I visit – whether dealer, independent or MSO - today have evolved from the shops of previous generations.  Repair shops require multiple welders, specialized repair bays, rivet guns and the latest adhesive or aluminum systems to repair modern vehicles. These advanced joining and bonding methods require specialized training to go along with them.  Also, today’s vehicles require diagnostics tools that have the latest OEM-level capabilities. Advance Driver Assistance Systems (ADAS) recalibrations are required to ensure vehicles are repaired to manufacturers specifications.

How can your collision repair facilities evolve to repair these sophisticated vehicles?  The answer is Process Driven Design.

The objective of Process Driven Design is to change the strategic process of the business, so the customer is better served.

PROCESS is a series of interdependent activities whose outcome brings a value.

Every facility, no matter what size or shape, can implement a process.  There are no constraints on the size of your facility, the shape of your building, independent, MSO, consolidator or dealership.  You can do this.

Think of each step of the collision repair process and decide what tools, equipment, inventory, space to accommodate this function and technician training you need to support that task.  Build upon that, step by step, to pull the vehicle through the repair process. That is a Process Driven Design.

Have you ever wondered why McDonalds, Burger King or Panera look and taste the same everywhere while you can never manage to cook your favorite meal the same as your mom?  You may call it standardization but if you look more closely it comes to an undiluted focus on process.

Many organizations have realized this and are using their core processes as competitive differentiators while many others in the same industry are struggling to survive.  What are these industry leaders doing differently?  One of the key aspects is developing and nurturing a process environment.  Process culture instills discipline and rigor to ensure your collision facility stays on track and employees follow the standard path optimized for that procedure.

Think of a Process Driven Design as a puzzle to build around the needs of your technicians.  Rather than stuffing your facility full of outdated, broken, underutilized equipment and tools, lets identify what the technicians need to perform their specific functions. Locating specific tools and inventory close to 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 that 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 analysis the complete 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 pre-accident 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, including 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 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 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 are complete 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 self-directed work force. 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.