Here is some of what we've done:
- We pre-order parts when we're confident there is not likely hidden damage or additional parts that will be needed. Otherwise, we wait to handle parts until we do a complete teardown, determining down to the fasteners what parts we'll need for that job.
- We order all our parts through our management system. This gives everyone access to all parts information, knowing, for example, if a part is on back-order when it is expected.
- We contacted all our parts vendors in writing asking them, for example, to deliver complete orders only, unless we request otherwise. This saves us in-house processing time, such as dealing with multiple check-ins and invoices for a single job.
- We asked vendors to list parts on the invoice in the same sequence as the parts order. We asked them to get back to us within two hours of our order regarding parts price changes or expected delays. Since we prefer to work with the same parts people, we ask each vendor to assign a primary and secondary person to handle accounts.
- We established and communicated a standard operating procedure (SOP) for parts delivery drivers, specifying where they are to park, where parts are to be delivered, how they are to check-in the parts with the parts manager, how they are to check for parts returns, etc.
- We use a credit memo for return parts, which the delivery driver must sign and bring to the office when picking up parts. We ask vendors to issue credits to our account within 24 hours of pick-up.
- We "mirror match" all parts, comparing them once delivered to those removed from the vehicle. This helps us catch incorrect parts early in the process to avoid delays.
- We mark all parts using labels printed from our management system. The label includes not only the repair order number, but also the vehicle, technician, vendor name and invoice number.
- We store all parts removed from vehicles – and all new parts brought in for that job, on a cart. Some larger jobs may require a second cart. We use the same windshield tag we print for inside the car, which lists the repair order number and expected completion date, to mark the cart. The cart system makes it easy to keep all the parts together and organized, to check (mirror match) them in, to store them in a central area, and to easily get them to the technician working at the vehicle. Old parts are only discarded after the vehicle has been completed and returned to the customer.
- We created written SOPs for all the parts processes to ensure consistency and make it easy for someone to fill in when the parts manager is not there. The SOPs cover parts ordering, check-in and labeling; how parts carts are to be labeled and stored; and how parts returns and credits are to be handled.
We also created a written job description for the parts manager to be a full-time position, the person in that job handles a variety of other tasks, such as taking in-process vehicle photos, maintenance of equipment and shop-owned tools, and running our safety program.
As with most shops, in the past when we tracked the reasons jobs weren't completed on time, parts were a common reason. Having a dedicated parts manager and these systems in place for the shop and our vendors has reduced parts-related delays and increased efficiency significantly.
Contact info: [email protected]
