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I-CAR study confirms link between training and ROI

Wednesday, September 12, 2012 - 20:31
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A sobering research statistic was emphasized at the recent I-CAR Industry Event, highlighting that training has a direct correlation to business performance.

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In 2011, initial research by I-CAR and participating Industry Training Alliance members uncovered that of the 69% of collision repair facilities that did not train, 7% went out of business. To better identify this link between training and operational performance, I-CAR set out to conduct additional research in 2012.

At the Industry Event, Jeff Peevy, I-CAR Senior Director of Field Operations and Segment Development, shared that key performance indicators (KPIs) of specific repair shops were studied over an eight-month period during which shops took role-based training from the I-CAR Professional Development Program (PDP). The results indicated that 100% of the participating facilities saw increased monthly revenue, with half of those shops averaging a 5% increase, and the other half averaging more than a 10% increase in revenue. Additionally, on average, touch time improved by 45%, Customer Service Index (CSI) scores improved by over 5%, and cycle time improved by 14%.

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