On the following pages you will find a detailed description of a strategy or what can be a simple system designed around lean Manufacturing for the Collision Repair Center. Fact finding, blueprinting and using visual controls play a huge role in the form of communication .

1. Collision Center Playbook
2014

2. Strategy
On the following pages you will find a detailed description of a strategy or what can be a
simple system designed around lean Manufacturing for the Collision Repair Center. We
must look at the definition of both to better prepare our mindset as we work through the
design.
Lean Manufacturing Definition
In light of the above areas of thought, the definition I prefer to use encompasses the fact
that when deploying Lean you are in pursuit of waste elimination, cultural change to
enforce an improving culture and more output and throughput with less resource.
Definition I use is:
A Strategy which strives to embed a culture of continuous improvement, whereby
everyone seeks to identify and eliminate waste, enabling the business to deliver
customer expectations at minimal cost and lead time to achieving the shortest possible
cycle time by eliminating waste.

3. My experience when describing this new Strategy to clients, 99% of the time
I get, “Are you crazy” followed by, and I quote “ THAT WONT WORK !”
“You don’t understand, that’s not how we do things around here.”
“THEY WONT LET US DO THAT! It’s different here”
The truth is yes “They” (insurance companies) will.
They want you to do it this way.
You just don’t know it yet.

4. Customer Service Team
First let’s outline the lay of the land in your front office to better understand how we will
setup our new Strategy.
Your front office staff
Customer Service Team
duties:
1 Explain your process
2 Collect admin documentation
3 Establishing communication method
4 Qualifying the severity of the repair
5 Scheduling department work load
6 Fact finding / photo check-in
7 Blueprinting Vehicle Related and UPD
8 Data entry in management system
9 Address Up-sell opportunity
10 Status update customer
11 Supplement tracking
12 Final Billing
13 Receipting AR
14 Fielding incoming calls
15 Writing Express and Light sheet metal repairs “only”

5. Customer Service Team
As you will see we really do not need a seasoned estimator. A responsible motivated
entry level computer friendly person is a great fit for this position. This is a technology
driven position that comes with heavy data entry. I highly recommend a Management
system “Summit Software” that allows you to use technology to automate the shared
communication , status up, date tracking . I train this position with clearly outlined SOP
and strategically crafted word track in place The truth in most shops I find that the
estimator that have been in the body business has been programmed to the point they
can never get past the “they wont let us do it that way” syndrome. Please read through
you’ll find where we will repurpose the estimator and how he or she will take on a new
roll . The repair plan team leader or Hub position.
• Collect Admin documentation
• Establishing communication method
• Qualifying the severity of the repair
• Data entry in management system
• Address Up-sell opportunity
• Status update customer
•Receipting AR
• Fielding incoming calls
I know I am not feeling the love yet !

6. Customer Service Team
On drop off or intake of repair work the Csr responsibility will be to do a fact finding and
blue print mapping of the vehicle owner and also allows the opportunity for up sell if
possible. Again this is a process that is clearly outline and scripted. Training can be a
very easy task with the right person in place. Removing the estimator from heavy data
entry in coming and out coming calls. This allows for this Csr to take on the roll for all
communication with the customer allowing the estimator to focus on the on and done
repair plan at the disassembly department for Medium and Heavy repairs. The vehicle
mapping serves as a form of visual communication to your disassembly team relaying
the fact finding discover surrounding the damage claim. Questions in next slide.
• Fact finding / photo check-in
• Blueprinting Vehicle Related and UPD
• Address Up-sell opportunity

8. Fact Finding ,Blue Print Mapping & Visual Tools
Fact finding , blueprinting and using visual controls play a huge roll in the form of
communication . As you walk trough your shop the vehicles are talking to you. Mapping
also plays a roll in the warm handoff from department to department. The use of visual
controls also holding each person in the process accountable for their part of the
business that they are responsible to perform prior to the vehicle moving to the next step
in the process. Here are some examples of visual controls we will be using.
Blueprinting
Window Sticker
Communication Flags
Department QC X List
Digital Scoreboard
Due in Paint Calculator

9. Qualifying the severity of the repair
Writing Express and Light sheet metal repairs “only
Okay , so your thinking who is going to write estimates ?
I hear you ! Your saying this guy is going to tell me that were now going to tell our
customers we no longer give free estimates. Right ! No what I am going to tell you is
that we are going to explain our process and ask for the sale up front. What we are
going to do is Qualifying the severity of the repair , class it as one of four types of repair
Express, Light sheet metal, Medium or Heavy Hit. Express and light repair can be
written and scheduled into your production for repair. Medium and heavy will be
schedule into your disassembly department. The key so success here is very simple
when you go out to look at the vehicle. Express repair is a pre order part that can be pre
painted repair scheduled for install. Done! Light Repair is a repair that can be clearly
written and disassembly is not required. Parts can be pre order repair can be schedule
and the repair can go into production with no supplement or delay. This is your
opportunity to developed your entry level estimator. Here is a chance shake some of this
bad habits you have been bitching under your breath about. By the way this new
Strategy reduces supplement by 90 %, cycle time and increases technicians efficacy to
new heights. So if your still on the fence shadow your estimator on a drop off or estimate
and listen. Are they asking basic fact finding questions and are the writing a complete
repair plan.
Say Hello to your shops new mantra.

10. Explain your process
Now for the transformation to take place we must
have a new Mantra
Miss Smith, let me take a
moment to explain our
estimating process.
75% of the vehicles that come
into our facility require
disassembly in order to
properly identify all of the
damaged parts or labor
necessary to correctly repair
the vehicle.
Will you be leaving your
vehicle with us now?

11. The Estimator
Estimator, Insurance appraiser, Guess·ti·mator,. It all the same ! Your only paying him or
her a lot of money to guess what it is going to take to repair a severely damaged vehicle.
Definition - es·ti·mate
1-The act of evaluating or
appraising
2-A statement of the
approximate cost of work
to be done, such as a car
repairs.
Got your Attention
NOW !
Definition - guess·ti·mate
1- an estimate based on a
mixture of guesswork and
calculation.
2 - an estimate arrived at by
guesswork

12. Estimator / Disassembly Team Leader
Understand how we will setup our new Strategy.
Allow me to give you the vision of what the disassembly team will be. Your estimator
Will work with a technician that will disassembly the damage vehicle “together” in a
organized fashion. Identifying the damage parts and labor necessary to repair the
vehicle. As the disassembly takes place. Your team will map with a auto writer the
damage parts ,organize and stow parts on a cart and bins in a way that will be easy
communicate to a insurance staff member for him or her to document your repair plan.
Disassembly Team
Duties:
1: Understand what damage aria needs to be disassembled
2: Review damage and UPD mapping on vehicle
3: Methodically disassemble a vehicle with disassembly teammate
4: Label parts and labor of damaged aria
5: Map all damaged parts, sublet and repair items
6 :Validate parts prices and availability with parts manager
7: Bubble wrapped all good int. /ext. parts and put in the proper
location
8: Stowed and organized on the parts cart all broken parts
removed
9: Audit the repair plan that it has been accurately written
10: Warm hand off Repair plan to Parts Manager and Csr for
communication to customer, part venders insurance co. and
production schedule.
11: Flag and tag vehicle by installing visual communication tool.

13. Repurpose the Estimator
I told you we will repurpose the estimator and become the super star they really are
allow him or her to shine. We will be able to schedule into disassembly department the
medium and heavy work. Giving estimator “Wink, Wink” the time to write a true one and
done repair plan. We will use the mapping process to create a visual of the repair and
allow this to be a audit process for the repair plan & clean the money off the table.
Image real document validating the true repair ! Don’t get excited yet let me trough you
the curveball. I really don’t do copy over's of the insurance estimates. Sorry. Why would
you? They’re junk for the for most. What I do is give the insurance staff a true repair plan
with parts invoices or parts quotes and a complete mapped vehicle and a well organized
cart of damaged parts to be replaced. A repair plan a highlighter pen and ask them to do
their job correctly. In a nice way. In the DRP world it is really easy, In the non DRP I
have made it easy as cake. If there is any concession to the repair plan we make them
in the management system. No need to lock and relock in the estimating system.

14. Parts Persons Role on Repair Plan Team
Understand how we will setup our new Strategy.
The Part’s Person plays a important role in the disassembly process and is part of the
disassembly Team. Once the repair plan has been completed by the disassembly team
The disassembly team will hand the parts list off to the parts person. The parts person
will fax or e mail the list to the appropriate vender for part cost validation. The parts
person will ask the vender to fax a invoice or quote with the proper list and cost back.
Are expectation from the vender will be to have the validation of cost invoice returned
with in 15 minutes. The parts person or disassembly estimator will make any necessary
PPC to the repair plan . By following this process and doing the work up front there will
be no need to supplement parts price changes.
Parts Disassembly Team
Duties:
1: Fax or e mail the parts list to the appropriate vender for part quote
validation list and cost.
2: The parts person or disassembly estimator will make any necessary
PPC to the repair plan.
3: Parts person will establish when all critical parts will be available for
delivery
5: Set a do in production date with in production schedule.
4: Receive parts enter data into management system
5: Mirror match parts for accuracy.
6 :Manage part returns
7:Merge new parts on disassembly parts cart for production
(Kit the repair)
8 : Establish just in time parts delivery.
Mirror match parts for accuracy

15. Technician Assigned Work Load
Lets try something before we go any deeper into scheduling of work load. As you may
know I use the Summit Management system. Summit offers a opportunity to better
understand department status, job class and filter tech assigned labor . In this example
I would like you to print a list of jobs you have assigned to one of your techs and
look at what he has assigned and picture in your mine what his work load would look like
in your shop at this time. This is a typical example of what you may find.
Is this guy really
working
on all these cars at one
time ?

16. Scheduling Work Load
I am not going to give the farm away at this time. But if you have not taken the time to
really look at scheduling and work load. There is some techniques that we can develop
to better schedule work load to your shops capacity. I would like to help you develop one
that fits your shops size and model. Next slide gives you some insight on what we can
do and how it maybe achieved.

17. Scheduling Department Work Load
Now that we have segregated the job’s by class we have to types of scheduling that
need to take place.
1 Scheduling into production.
2 Scheduling into disassembly prior to production.
3 Establish a manageable work load.
Allow me to frame this in more detail. Each of the departments have a capacity. We
need to understand what your capacity is. Once we know what the capacity is we can
build the schedule. I use a car count by severity of the repair. This allow you to bring in a
balance work load and a achievable goal for your team to complete in their department
or flow line. I set up and use either a coaching board or a shared excel format. Typically
the parts manager schedules the production work load . Parts hold the keys to critical
parts. Therefore why wouldn’t the parts department be tied to scheduling.

19. Visual Coaching Tools
For more information contact
Randy Ferrese Sr
Randy@bodyshopinabox.net
609 576 4244
BodyShopinabox.net
Scripts and step by step guides are available for each job description

20. Express Repairs
DISASSEMBLY IS NOT NEEDED TO WRITE THE
REPAIR PLAN.
Express Repairs are jobs that require bolted-on
parts replacement and refinishing only.
1 Express vehicle parts must be pre-ordered .
2 Express vehicle refinishing can typically be
completed prior to the vehicles arrival for repairs
Express vehicles can not require any panel
straightening.
Express vehicles can not require any structural
repair at all.
Express vehicles can not require the replacement
of any welded on panel(s).
Express vehicles can not require any sublet work.
Bumper covers
Mirror covers
Express vehicles
Express vehicles must be able to be placed directly into the Production Line without interruption.
•Damage Appraiser must be confident that they have identified 100% of the damage at the point of sale.
•This requires placing the vehicle on a lift to inspect under the bumper cover area and removing splash
shields etc to see “hidden” damage.

21. Light Repairs
DISASSEMBLY IS NOT NEEDED TO WRITE THE
REPAIR PLAN.
Light Repair Express - are jobs that require 8 hours
or less tech Labor only repair and / or refinishing
only.
1 Light Repair vehicle parts must be pre-ordered .
2 Light Repair vehicle typically go right the rapid
repair team or paint prep.
Express vehicles will have 8 hrs of tech repair
straightening and or refinish panel.
Express vehicles can not require any structural
repair at all.
Express vehicles can not require the replacement
of any welded on panel(s).
Express vehicles can not require any sublet work.
Average labor hrs 8 – 16 +
• Light repairs must be able to be placed directly into the Production Line without interruption.
•Damage Appraiser must be confident that they have identified 100% of the damage at the point of sale.

22. Medium Repair
Medium vehicles Require full Dismantling & Blue
Printing procedures in order to write a complete
repair plan.
1 Medium vehicles will require limited build down and or
build up.
2 Medium vehicles may require a combination of floor
pulling and/or repairing of structural damage .
3 Medium vehicles may require panel straightening time.
4 Medium vehicles may require one panel replacement of
welded on radiator support, tie bar, baffles, apron
extension, door skin, or body panel.
5 Medium vehicles may require minor suspension parts
replacement such as a lower control arm, and/or strut
assembles.
Average labor hrs 20 - 40
6 Medium vehicles sublet repairs must not exceed
alignments, glass, or indicator lights turn off .
• Parts orders should take place after complete dismantling and documented repair plan is completed.
• Complete overhaul of one suspension assembly or multiple suspension areas ,multiple welded on
panels, frame rails, or full aprons, replacement requires reclassification to Heavy Repair.

23. Heavy Repair
Heavy vehicles Require full Dismantling & Blue
Printing procedures in order to write a complete
repair plan.
1 Heavy vehicles will require Engineering builddown
and/or build up.
2 Heavy vehicles may require a combination of pulling
and/or repairing of structural damage.
3 Heavy vehicles may require multiple structural welded on
panels or replacement of radiator support, apron
extensions, complete apron less frame rail, frame rail outer
sectioning only, or body panel with one quarter panel.
4 Heavy vehicles may require multiple panel straightening
time.
5 Heavy vehicles may require suspension and/or frame
cradle replacement.
7 Heavy vehicles may require moderate sublet work
however; the vendor must be able to complete the work
with-in twenty four hours maximum in order for us to
meet our cycle time goal.
Average labor hrs 40 – 90 +
• Parts orders should take place after complete dismantling and documented repair plan is completed.
• Complete frame rail, floor section, or multiple quarter panel replacement require.

24. BODYSHOPINABOX.NET
Vehicle Movement & Communication Standard
Red Flag
•Install Red Flag D/A Disassembly
TCSR
Yellow Flag
•Install Yellow Flag I/H Insurance Hold
ADVISORS
Black Flag
•Install Black Flag Vehicle Ready for Repair
ADVISORS

25. BODYSHOPINABOX.NET
Vehicle Mapping Process
Mapping Symbols:
X = Replace
RI = Remove & Install
R = Repair
T = Re –Tape
BL = Blend
RG = Rope Glass
UPD = Unrelated Prior Damage
S = Sublet
OH = Overhaul
P = Polish / Buff
TU = Touch Up
X = Replace
RG = ROPE GLASS
Damage to be
Repaired
Use Yellow Auto Writer pen for
damage to be repaired Use
Pink Damage
Auto Writer pens used for
writing on vehicle.
Pink Auto Writer pen for prior damage
O = Remove & Install
UPD = Unrelated Prior Damage
T= Re-Tape
#># = Repair
S = Sublet
OH = Overhaul

26. Randy Ferrese
Training consultant and has more than 20 years of experience in the Auto body industry.
For more information contact
Randy Ferrese Sr
Randy@bodyshopinabox.net
609 576 4244
BodyShopinabox.net