Use express service to boost cycle time numbers in your shop

Nov. 10, 2016
Express service is not that complicated of a concept — it is really about improving cycle time numbers on smaller jobs.

Express service is not that complicated of a concept — it is really about improving cycle time numbers on smaller jobs. The convenience of a customer waiting for a minor repair or being able to drop it off in the morning and pick it up in the evening can also significantly drive up customer service indexes.

Several years ago, I was fortunate to participate in a 3M Six-Sigma project focused on improving on-time delivery. We defined job sizes and were surprised that the biggest problem was not the large or heavy job; the small job of 10 hours or less created the biggest cycle-time issues for most shops. Shops taking three days for an average bumper job are killing their cycle time. The ultimate goal for the small job is to have a same-day delivery as drop off. This creates a “zero” cycle time data point. This zero score helps your cycle time when that medium or heavy job runs over.

There are three different models in the express service world. The first is a stand-alone facility designed specifically for this type or repair. The second is a dedicated space and team within the full-service repair facility. The last model injects the express repair into the daily repair stream.

Stand-alone facility

This is obviously the costliest model, as brick and mortar are involved along with additional labor and equipment. If you are considering a second or third location, a stand-alone express location might be an option as it would be a considerably cheaper alternative than another full-service shop. You certainly would want to do a lot of business analysis before jumping into this model. If no painting were to be done at this location, then you would have access to high-traffic locations with fewer zoning restrictions. But that would also restrict the type of work that you did at that location. The facility would also need to have a nicely appointed waiting area for your customers with comfortable seating, refreshments, TV and Wi-Fi.

 Services that could be performed at a stand-alone location are:

  • Bumper replacements — painted at the main shop, would require part of the old bumper and great images for color matching and masking. Also a thorough damage analysis to make sure there are no surprises.
  • Glass repair/replacement
  • Non-painted/pre-painted parts replacement
  • PDR
  • Full detail
  • Estimating and drop/delivery station for the main production facility
  • Drive-in estimating for DRP providers
  • Accessories sales/installation

Depending on the size of the facility and services provided, staffing and equipment needs could be minimal. This could be a great way to expand into multiple locations at lower costs with fewer zoning restrictions.

Dedicated internal fast lane

This model allows more flexibility in what repairs can be completed, as you would have onsite refinish capabilities. It would probably work best with two paint booths — one dedicated to express repairs in the first half of the day. One to two bays would need to be dedicated to express, depending on volume. Equipment needs would be a vehicle lift, basic hand tools, a plastic welder for light bumper repairs, drying lamps, etc. You would also want to work with your materials providers to get the fastest drying/curing products.

Staffing would require 1-2 B/C non–structural techs and a dedicated refinish tech. If the volume demanded, then a dedicated appraiser/production manager may be added. Obviously space requirements, staffing numbers and equipment would depend on the volume of repairs to be completed in this category. Intake scheduling throughout the day will also be critical to the success of the program. Any repairs needing refinish work would need to be scheduled at the beginning of the day. Color matching at the time of the estimate and pre-painting of parts before drop off is another important step in the process. Estimate inspections need to be extremely thorough and may require partial removal of components to insure that there is no hidden damage. Also detailed imaging is critical as you will need to mirror match parts with the image.

Blended express service

This program would be the same as the dedicated program without having the dedicated space and technicians. This model would depend heavily on proper input scheduling and in-process scheduling to be successful.

There are many things to consider and analyze before offering this type of service.

  1. Do several months of historical analysis to determine if you have the volume in the small repair category to make this type of commitment successful (especially with a dedicated program).
  2. Take a look at your reception waiting area. Is it large enough to handle additional clients waiting in the lobby for repairs to be completed? Do you have comfortable seating? Are there refreshments available? Do you have a TV, WiFi and appropriate reading materials available?
  3. Make sure that you have a solid scheduling process in place for ALL repairs. This type of program won’t work in the typical Monday-to-Friday scheduling world.
  4. When using the blended model, the “express” cars need to have daily priority.
  5. All pre-ordered parts have to be mirror matched to detailed images.
  6. Be prepared to run for missed or supplemental parts. You may not have time to wait for vendors to deliver parts.
  7. All express vehicles need to be triaged correctly to make sure that refinishing is completed before noon.
  8. Continuously review materials and equipment with your vendors to source the fastest products that are available.
  9. Use visual markers (hats, flags, blinking lights, etc.) on all express vehicles to make sure that everyone in the shop knows these jobs are a priority.
  10. Map all repairs so that there is less time lost asking questions about repair orders.
  11. Have a solid process for customer communications around this type of service.
  12. Have the ability to offer customer transportation to or from work or home.

Offering express services can greatly improve your cycle time and CSI numbers, but only if they are handled correctly. They can also be more profitable as in many cases you can use lower skilled and paid technicians. These types of repairs are also great for training new staff and getting them on the path to a successful career.

I would love to hear from any shops that have successfully implemented this type of service in their repair facility or have opened an express service-dedicated facility.

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