Process Improvement

"Without continual growth and progress, such words as improvement, achievement, and success have no meaning."
- Benjamin Franklin

The efficiency by which a shop conducts each repair process step is the key to profitability. The number of process steps, the organization of the steps, the standardization of steps, and the interrelationships between steps all play a part in how efficient the overall body shop machine operates.

We are proud to offer the following educational courses in this area:

Customer Consultation 1 – The Initial Damage Review and Scheduling Process (online)
Your customer consultation process impacts two critical Key Performance Indicators (KPIs):

• Customer Satisfaction 
• Cycle Time

The first interactions with your customer, the initial damage review, scheduling, and check-in of the vehicle, set the stage for these critical Key Performance Indicators (KPIs). 

In this first of two modules that cover the Customer Consultation portion of the overall collision repair process, we’ll explore the initial damage review and scheduling processes and understand their impact on both cycle time and customer satisfaction.

Customer Consultation 2 - The Vehicle Check-in Process (online)
Your customer consultation process impacts two critical Key Performance Indicators (KPIs):

• Customer Satisfaction 
• Cycle Time

The first interactions with your customer, the initial damage review, scheduling, and check-in of the vehicle, set the stage for these critical Key Performance Indicators (KPIs). 

In this second of two modules that cover the Customer Consultation portion of the overall collision repair process, we’ll explore the Vehicle Check-in process and understand its impact on both cycle time and customer satisfaction.

Repair Planning 1 – Understanding the Repair Plan and Supporting Documentation (online)
Repair Planning can have a profound positive impact on production throughput, technician efficiency, cycle time, cash flow, employee satisfaction, insurer satisfaction, customer satisfaction, and most importantly, operating income. Repair Planning is the act of conducting a strategic disassembly to identify 100% of the labor operations, parts, materials, and OE repair procedures that allow the repairer to perform a documented, safe, and proper repair that meets the OEM’s expected standard of safety and the repairer’s expectation of quality, time, efficiency, and cost. The outcome of Repair Planning is a Repair Plan – a collection of documents that clearly define the required labor operations, parts, and materials required to repair the vehicle, along with the OEM-provided repair procedures and documentation relative to the repair. These documents become the roadmap, or guide, for the repair.

The Secrets of Managing Cycle Time (online)
Cycle time. The definition is no secret. It’s the length of time it takes to return the vehicle to it’s owner, safely operating in pre-accident condition. Cycle time can be measured in multiple ways. From the vehicle owner’s perspective – sometimes called crash-to-keys, or from the insurer’s perspective – often called crash-to-cash, but in this module, we’ll focus on cycle time from the repairer’s perspective – keys-to-keys. Meaning the duration of time it takes from the moment the repairer takes possession of the vehicle, whether it was a scheduled drive-in or an unscheduled tow-in, to the time the vehicle is returned to the owner.

The definition is no secret, but many consider the management of cycle time to be their secret to success!

Scheduling Workshop - Controlling the Variables (in-person)
While there are many uncontrollable events that happen in the collision repair industry, proactive Collision Center owners and managers are taking steps to harness some of the variables that are within their control. Simply allowing all incoming ariables to affect the Collision Centers’s operations will cause an overwhelming amount of mistakes and stress.

40 Degrees (in-person)
Establishing and maintaining stable processes that can deliver predictable outcomes is paramount in achieving high performance. The overall objective of this course is to help collision repair operators reduce profit-robbing variability from their business processes.

Cycle-time Processing Reduction (CPR) (in-person)
Cycle Time – it’s arguably the most important metric to two of your most important stakeholders – vehicle owners and work providers. Improving cycle time isn’t about working faster or harder. It’s all about working smarter. This course focuses on the impact of production management on cycle time.

Estimating Consistency - Documenting Damage (in-person)
This course is designed to review and refine the Estimators’ skills relative to collision repair estimating. The participant will learn how to optimize profitability per repair order, while complying with insurer DRP requirements. Participants will be asked to write an estimate in advance of the course, and participants will critique one another’s estimates for thoroughness. Role-playing will allow the participants a chance to practice the various skills that have been taught.

Implementing Repair Planning (in-person)
Cycle Time – it’s arguably the most important metric to two of your most important stakeholders – vehicle owners and work providers. Improving cycle time isn’t about working faster or harder. It’s all about working smarter. This course focuses on the impact of Repair Planning on cycle time. We aren’t going to show you how to paint a fender faster or get your employees to work harder, but we will show you how to get repairs through your facility with fewer delays. After all, your employees know how to repair cars or else you wouldn’t have hired them. The biggest gains in cycle time don’t come from teaching your employees how to do their job. They come from creating a process that allows them to do their job continuously, without stopping for unnecessary delays.

Managing Parts for Continuous Flow and Profit (in-person)
Collision repairers are under more pressure than ever to safely and properly repair vehicles to meet OE specifications and safety performance and do it in a timely manner. Should any factor cause a vehicle to stop moving forward in the repair process, a chain reaction occurs that interrupts the entire flow of all vehicles being repaired. For collision centers to survive in this competitive environment, they must implement best practices with the help of all employees and business partners to keep vehicles moving through production.

Optimizing Repair Planning w/ PCE (in-person)
This course is designed for shops that have implemented Repair Planning but are still experiencing supplements and other delays associated with defects in Repair Planning. A basic understanding of the PCE Building Blocks is also required.
You began Repair Planning to get the job done in the right amount of time, with the right quality, and at the right cost, but are you getting Repair Planning right?
Repair Planning champions have learned they must incorporate most of the PCE Building Blocks into their Repair Planning process to truly optimize the process and provide an output that allows Continuous Flow. After all, isn’t that the ultimate objective of Repair Planning?

Paint Materials Management (in-person)
This course is designed to enable collision shop owners to optimize the sale and use of paint materials. Specific issues addressed include low paint materials gross profit, concern over amount of waste generated, lack of an organizational system for supplies, amount of inventory on hand, lack of standards for GL coding, ratios to watch for optimizing material profits, lack of technician buy-in to help solve problems.

Process Centered Environment (PCE) series 

Introduction to Process Centered Environments (in-person)
This course is designed for collision center managers and owners who are interested in learning the benefits and challenges of pursuing a PCE journey. In this session, we will explore the basics of transforming a business into a Process Centered Environment.

Preparing for a Process Centered Environment (in-person)
So... you’re contemplating taking your business on the PCE Journey but know that the first step of any great journey is the hardest. This PCE module was designed to address this concern. It provides a basic understanding of the behavioral changes required to successfully implement a Process Centered Environment in your collision facility.

Implementing 5S (in-person)
5S is the key to workplace organization and standardization through visual management. This course teaches the principles and techniques needed to apply 5S and establish visual management systems to improve communication and adherence to standards.

Principles of Continuous Improvement (in-person)
This hands-on course focuses on practical methods for creating and maintaining a culture of continuous improvement. A series of experiential exercises drive home the concepts and tools of Continuous Improvement while creating an entertaining and fast paced learning experience.

Standardization and Visual Management (in-person)
If McDonald’s can get employees in Tokyo, Los Angeles and London to make fries exactly the same way, every day, why can’t we get two technicians in the same shop to repair vehicles the same way? We can! We just have to understand how to create and implement standardization and a visual workplace while continuously eliminating waste and variability from our processes…

PCE Implementation Workshop (in-person)
This program fast tracks key management personnel to a state of excellence within the world of production theory. It provides all attendees with the knowledge and ability to drive continuous improvement events throughout a collision repair facility. Utilizing a practical approach to what has become a very theoretical subject, this course demonstrates key attributes of a Process Centered Environment allowing you to better visualize them in your environment.

PCE1 Introduction to Process Centered Environments (online)
The objective of this course is to understand what it means to create a Process Centered Environment. This includes an understanding of what a Process Centered Environment looks like, the benefits derived from it, and an overview of the tools and effort to achieve it.

PCE2 Create a Culture of Continuous Improvement (online)
The objective of this course is to understand what it means to create a culture of Continuous Improvement, in pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into Continuous Improvement, first focusing on tools that create a culture of open communication and employee engagement. Then we’ll explore several continuous improvement problem analysis tools.

PCE3 Streamline Your Processes with Waste Reduction (online)
The objective of this course is to understand what waste looks like in a collision repair facility and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into Waste Reduction, focusing first on understanding what waste is, from the viewpoint of your customers and employees, and the 8 standard types of waste. Then we’ll explore what those wastes might actually look like in a collision repair facility.

PCE4 Stabilize Your Processes with Standardization (online)
The objective of this course is to understand the concept of Standardization and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into Standardization, focusing first on understanding the different types of Standardization tools, and why, when, where, and how to use them. Then we’ll explore some real-world case studies to see how we can apply those tools in a collision repair facility.

PCE5 Communicate Your Processes with Visual Management (online)
The objective of this course is to understand Visual Management and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into Visual Management, focusing first on understanding the different types of Visual Management tools, and why, when, where, and how to use them. Then we’ll explore some real-world case studies to see how we can apply those tools in a collision repair facility.

PCE6 Support Your Processes with 5S (online)
The objective of this course is to understand the 5S workplace organization methodology, what it looks like in a collision repair facility, and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into 5S, focusing first on understanding what it is and how it supports your processes. Then we’ll explore five best practices for implementing each of the five steps in a collision repair facility.

PCE7 Building Quality into Your Processes (online)
The objective of this course is to understand what In-Process Quality is, what it looks like in a collision repair facility, and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into In-Process Quality, focusing first on understanding the different types of In-Process Quality. Then we’ll explore what they actually look like in a collision repair facility.

PCE8 Pull Production into Your Processes (online)
The objective of this course is to understand what Pull Production is, what it looks like in a collision repair facility, and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into Pull Production, focusing first on understanding what it is and the benefits it provides. Then we’ll explore the role that buffers play and how you can use them to enable flow and support In-process Quality.

PCE9 Cash In on Your Processes with Real-time Administration (online)
The objective of this course is to understand what Real-time Administration is and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into Real-time Administration, focusing on the benefit of implementing RTA in a collision center. Then we’ll use Continuous Improvement tools to identify one of the primary enemies of Real-time Administration, and see how Waste Reduction and Visual Management play a role as well.

PCE10 Maintain Your Processes with TPM (online)
The objective of this course is to understand what Total Productive Maintenance is, and what it looks like in a collision repair facility and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into TPM, focusing first on understanding what it is. Then we’ll explore what it looks like in a collision repair facility.

PCE11 The Secrets of Continuous Flow (online)
The objective of this course is to understand what Continuous Flow is and the role it plays in your pursuit of creating and sustaining a Process Centered Environment. We’ll begin with a quick recap of Process Centered Environments and PCE. Then we’ll dive into Continuous Flow, focusing first on the benefit. Then we’ll understand the role the other building blocks play in Continuous Flow, and most importantly, I’ll reveal the secrets to achieving Continuous Flow in a highly variable environment like collision repair.

To register for scheduled in-person training classes or for online training, please visit www.akzonobeltraining.com.