The Auto Body Blog

Mike’s Opinion

After working in at least twenty different collision repair facilities I have learned what works in business and what does not. A body shop or collision repair facility as we call it now days, should run like a well oiled machine if the proper procedures are set in place and everyone who is employed in that shop is given a detailed list of their job description, that way it takes out the so called “grey area”. So here is my experience on the repair processes.

The customer brings his or her vehicle to the repair facility to get an estimate of all damages to his or her vehicle. The schedule an appointment for this to happen as this process can take thirty minutes to one hour depending on the size of collision. The damage estimator walks around the vehicle with the customer and points out all related non accident damage to the customer’s vehicle and makes a note of this either by taking pictures or recording video footage. Then the damage estimator sends the customer back into the collision facility to wait while he and a certified collision technician methodically disassemble his vehicle to assess all damage that has occurred. This does not happen in the parking lot of the shop while the vehicle is dirty and outside. This disassembly happens inside the collision facility after the vehicle has been pre-washed and dried off.

After the vehicle is “torn down” and all the damage assessed, the estimator completes the “sheet” or estimate. This is now a great opportunity to bring the customer over to his vehicle and explain to him all the damages to his vehicle. His car is all apart and he already feels comfortable with your processes, you then get him into a rental vehicle if he has loss of use in his insurance policy and you inform him you will keep him updated during the repair process from start to finish. He is filling out his information when the estimator and collision technician are dismantling his vehicle.

Now the vehicle’s parts are placed on a “parts cart” and stored in the parts room and await replacement parts to arrive from the parts dealer. The parts arrive from the dealer and the job gets put into the process. Remember that ALL the parts need to be with the vehicle as it goes into the repair process or assembly line. If there are parts missing then this may stop the assembly line somewhere in the repair process. Other problems that stop the assembly line are improper estimates, disorganization, no repair approvals from insurance companies if additional damages are present, damaged parts sent from parts dealers, wrong parts sent from parts dealers, back ordered parts from the dealer. These are what I call profit breakers when these set backs occur. Here’s what happens to the assembly line in a collision repair facility when the process breaks down.

The customer’s vehicle gets started, the “body technician” reads his work order or estimate and first checks his parts, he removes the hood from the box and the hood has damage that cannot be repaired. He then takes the fender out of the box and the fender is for the left side and he needs the right fender. This stops the assembly line process and stops the job from going down the line. So what does the shop do to completely stop these set backs from happening? You cannot completely eliminate it from occurring but you can minimize it. Before the parts dealer ships your parts out, they check the parts; after all it is not your responsibility to make sure you are getting undamaged parts, it’s the parts dealers job. This will practically stop damaged parts from being delivered to the collision repair shop. In the city I live in there are many parts dealers available. If one parts dealer is unwilling to check the parts than there are many other dealers who will be happy to have the business and check parts for our shop. That way there is no delays in the repair process and customers are satisfied.

One way to increase productivity when dealing with parts is to paint them off the vehicle when possible. Then install the painted parts on the car and the car gets cleaned and delivered. I like to paint my parts off and then send them over to the body side to get carefully reinstalled. Sometimes this cannot happen but in most cases it can save time and money only painting the vehicle one time. We have all painted inners and then sent the car back to the body man to reinstall the parts to be painted on the exterior. My question is, why do this if you can avoid it, this is unproductive and waists cycle times.

These are only some issues that are unproductive and slow down production in a collision repair facility. I will continue with this subject and hope to receive feedback as to how your shop implements productive business practises. Feel free to comment on this topic as you see fit. Please include your opinion or your experiences as to make the repair process run like a well oiled machine.