Boyd Group & WOW Operating Way
Who is responsible for making the WOW Operating Way work?
Everyone!
What should a GM do right after an injury?
Call 911 (if emergency) or TravCare Nurse Line.
What should we do as soon as we receive parts?
Mirror match, post invoice, take parts to tech, etc.
What is the first step in blueprinting?
Vehicle repair mapping.
What should you do daily at the store level with Progi Calendar?
Hit the "Update" button for ALL insurance partners
What are the three daily key WOW meetings?
Morning Huddle, 1 PM Meeting, FRPM.
What is typically the root cause of metal shard eye injuries?
No safety glasses or face shield.
How many days out should the morning huddle cover?
3
Name one step that happens immediately after the Final Repair Plan Meeting?
Customer Update, Update ASE
How many times daily should you update ARMS?
A minimum of 2; 3 is best
What’s one benefit of the WOW Operating Way?
Improves key metrics and customer satisfaction, improve quality of repair, reduce Chaos, Retention, Plug and Play, Meets or Exceeds Financial Goals..
What is the most common workplace injury?
Lacerations.
What should be the result of the 1pm meeting?
Whom are we calling and what are we telling them?
Who should attend the FRPM?
Estimator, Technicians, PM, GM, Parts Coordinator, Painter
What are 2 benefits of load leveling?
Increased capture rate of assignments (increased shop revenue), balanced WIP across a market, streamlined intake process, reduced supplement percentage (better insurance scorecard), happier customers, more referrals, same-store sales growth
How many stores does The Boyd Group aim to have in Canada by the end of 2029?
150 or more
What is the “5 Whys” method used for?
Finding the root cause (of injuries or of an issue).
What are 2 examples of File Compliance Requirements?
Assignment, Vehicle Check-in Sheet, Repair Authorization, Final Estimate, Approved insurance upload confirmation, Quality Control Sheet, Final Repair Order Signature, Repair Photos (before, in process and post repair), Pre and Post Scans and calibration records, ALLDATA documentation, Payments posted correctly, Market Manager approvals when necessary, ie. billing adjustments, Ensure trouble items are addressed, All labour was flagged and paid out, Job Cost Profit % in-line with expected margins, Accurate invoice posting (correct vendor selection, amount, HST, dates), All insured/owner pay amounts are billed out and collected (HST, betterments, deductibles)
What 3 dates should be on the window notation?
(1) Date/Time In, (2) Date/Time Disassembly, (3) Repair Completion Date (RCD)
Who is responsible for managing all the scheduling for the shop?
The master scheduler (typically the CSR)
What is Boyd Group’s Ambition?
“WOW” every customer and the industry as the most profitable national MSO, while retaining a leading position (#1 or #2)!
What are 3 simple steps or areas of focus to reduce injuries by 50%?
Eye safety (provide and wear safety glasses), cut/laceration prevention (provide and wear cut-proof gloves) and slip/trip protection (remove clutter, remove snow and ice)
What ensures ordered parts match repair needs?
FRPM, Better Estimatics, Mirror matching.
What is our return rate goal?
Less than 10%
Who is responsible for load leveling?
GMs and MMs