The WOW
- Improve key metrics
- Increase customer satisfaction
- Improve the quality of repair
- Reduce chaos
- Improve employee retention
- Plug and Play
- Meet and exceed financial goals
What are the Benefits of the WOW Process?
- Review vehicles leaving next three days
- Review Key Metrics
- Hand out Tech Sheets (Prioritized 1,2,3)
- Ask “What Time”
- Agree on the Plan on the Board
- WOW Cheer
What are the Elements of the Morning Huddle?
- Verify Mapping
- Verify Repair Procedures
- 100% Disassembly
- Final Repair Plan Meeting
What is Repair Planning?
The tools we use to determine what day is available to schedule.
What are the Daily Demand Capacity Planner (DDCP) and the ASE Scheduled Report?
During the repair process, we contact the customer on these two days, at a minimum.
What are Tuesday & Thursday? (Update calls)
Who are we?
Boyd!
What do we do?
WOW Every Customer, Be the Best!
What is Our Daily Cheer?
Review production schedule (up to date)
Print and review the following reports:
- ASE Delivery Report
- ASE Tech Sheets by Technician/Team
- ASE Scheduled Report
- On Site, Completed Repairs
What are the Steps to Prepare for a Morning Huddle?
- Ensure vehicle repair mapping
- 100% disassembly
- Touch every part
- Pull repair procedures
- Review pre-scan
- Judgment labor times
- Take additional needed photos, Label all photos
- Update parts availability
What is Blueprinting?
This needs to be accurate at all times in order to properly prioritize repairs in WIP
What is 'Date Out'?
These are 2 steps in building a Relationship with your Customer.
What are live check-ins and great customer communication?
The process that makes the shop perform better
What is the WOW Process?
This ASE view is where a CSR should look for vehicles that have been completed but not yet delivered.
What is 'Workflow' sorted by 'Status'?
These are three stages where we recommend you reconcile during the day.
What are the Refinish, Reassembly, and Detail stages?
These files do not exceed 21 hours and should be expedited through production
What are 'Short Wins'?
During this, we ask the customer if they can pick up their car if it is ready the next day.
What is the Pre-Delivery Call?
- Meter the Business
- Blueprint/Final Repair Plan Meeting (FRPM)
- Production Management
- Customer Communication
What are the 4 Pillars of the WOW Process?
- Verify Morning Production Plan
- Review On-Site vehicles
- Midday Production Check-in
- Review Scheduled In - One Week Out
What is the 1 P.M. Production Meeting?
"I dare you to find something" on my estimate
What should you say to yourself, as an estimator, before calling for a Final Repair Plan Meeting?
At what percentage do you start to achieve points on returns?
What is 11%?
This is completed within 24 hours of delivery
What is a Customer Follow-up call/Email?
This program is used to meter the business and manage WIP to the capacity across the market
What is Load Leveling?
- GM/PM
- Estimators
- Parts Coordinator
- CSR (as available)
Who attends the 1 P.M. Meeting?
- Estimator
- Tech
- GM/PM
- If available - Parts/Painter
Who attends a Final Repair Plan Meeting (FRPM)?
How we ensure our QUALITY is beyond our customers' expectations.
What is Final QC?
How we prepare customers to respond positively to the survey.
What is great customer service and reviewing the survey with the customer?