A sobering research statistic was emphasized at the recent I-CAR Industry Event, highlighting that training has a direct correlation to business performance.
Like this article? Sign up to receive our weekly news blasts here.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%.
“As we continue to research the impact of training on KPI performance, we will translate this knowledge into curriculum offerings that support business improvements while contributing to the delivery of a complete and safe repair,” Peevy stated. “I-CAR has a strong commitment to the vitality of the Inter-Industry and believes indisputably that knowledge and education are the foundation for excellence.”
I-CAR will continue to keep the Inter-Industry informed of ongoing research and findings that touch on the linkage between training and shop performance, along with how this information becomes incorporated into future course offerings.
For more information visit www.i- car.com.
