The WOW
- 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 topics are reviewed at the morning huddle?
- Lead by example
- Enforce safe work practices
- Make safety a part of everyday operations
- Provide a safe workplace
What are the General Managers safety responsibilities?
- Verify Mapping
- Verify Repair Procedures
- 100% Disassembly
- Final Repair Plan Meeting
What are the steps for Repair Planning?
The tools we use to determine what day is available to schedule.
What are the Daily Demand Capacity Planner (DDCP) and the CCC Calendar?
During the repair process, we contact the customer on these two days, at a minimum.
What are Tuesday & Thursday? (Update calls)
Who are we? Gerber!
What do we do? WOW Every Customer, Be the Best!
What is Our Daily WOW Cheer?
- Require the use of cut-proof gloves
- Eliminate loose razor use whenever possible
- Remember anyone handling a cutting tool or hand tool is at risk
What steps will prevent lacerations?
- 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?
The vehicle out date in our CCC production schedule
What is our repair promise date to the customer?
These are 2 steps in building a Relationship with your Customer.
What are live check-ins and active deliveries?
To “WOW” every single customer with our quality and service and to “Be the Best,” so that we become their first choice for all services and products that our entire Team proactively sells. By doing so, our customers win…..our shareholders and suppliers win…..and in turn, we as Boyd Team Members all benefit.
What is Our Boyd Goal?
- Wear safety glasses at all times when in shop
- Metal grinding wear safety glasses AND face shields
- Welding: Always require helmet
What steps will prevent eye injuries?
FRPM
What is the Final Repair Plan Meeting?
We do this when something turns Red on the CCC Production Schedule Dashboard
What is identify the issue that is creating the delay and take action!
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 (Geber Express)
- Morning Huddle/1 P.M. Meeting
- Blueprint/Final Repair Plan Meeting (FRPM)
- Production Management
- Customer Communication
What are the Primary Elements of the WOW Process?
Take snow and ice removal and salting SERIOUSLY!
- Remove clutter: people raise foot only 1/2" when walking
- Packaging on the ground is extremely slippery
- Do not allow oil slicks; Clean up immediately
What steps will prevent fall injuries?
Poke holes in the estimates for accuracy.
What should a GM or PM do at the FRPM?
These are three stages where we recommend you reconcile during the day.
What are the Refinish, Reassembly, and Detail stages?
This is completed within 24 hours of delivery
What is a Customer Follow-up call?
This is the name of our Direct-to-Repair (No Estimate) program.
What is Gerber Express?
- Provide advice and coaching to shop leadership to improve health and safety outcomes
- Assist with regulatory inspections
- Conduct on site inspections at all shops quarterly
- Provide safety training platform and dashboard
What services does GMG Envirosafe provide?
- 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?