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 is the minimum compliance rate for Centralized Procurement?
90%.
What is the first step in blueprinting?
Vehicle repair mapping.
What is Gerber’s team cheer?
"Who are we? Gerber! What do we do? WOW Every Customer and be the Best!"
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.
What should you do if a part is unavailable?
Use PartsVoice or Gerber Parts Locator.
Name one step that happens immediately after the Final Repair Plan Meeting?
Window notation, Customer Update, CCC ONE Updated
Why make a “Day Before Delivery” call?
Update customer and Confirm pickup time.
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.
When should a purchase order be created?
Any purchase outside of CCC One
Why must OEM repair procedures be followed?
To ensure safe, proper repairs.
What does ARMS track?
Rental vehicle status and LOR
Name three Boyd Group guiding principles.
Transparency, Accountability, Performance, Trust, Teamwork.
What is the “5 Whys” method used for?
Finding the root cause of injuries.
Why does Gerber avoid “price matching” OEM & aftermarket parts?
It can lower profits.
What’s a key responsibility of an estimator?
File Reconciliation, Tues/Thurs update calls, Blueprinting, FRPM
What’s the TCOR goal vs. the industry average?
1% lower than industry.
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)!
Name three ways to reduce injuries by 50%.
Enforce safety rules, provide PPE, and train staff.
What ensures ordered parts match repair needs?
FRPM, Better Estimatics, Mirror matching.
What tool helps calculate accurate customer delivery dates?
Promise Date Calculator.
What two things impact post-repair surveys?
Repair quality & communication.