Session Title

Implementing TWI with Lean to gain Market Share in the Tradition Based Collision Industry

Session Abstract

The Automobile Collision Repair Business much like the Health Care Industry has had pressure applied by the Insurance Industry to control costs, speed up delivery and maintain high levels of Customer Satisfaction. Similar to health care HMO’s the Insurance Industry has adopted the use of DRP’s, Direct Repair Programs. To obtain business from a DRP and subsequently receive non-guaranteed referral work from Insurers, Collision repair shops must adhere to a “guideline” of pre-determined performance standards such as cycle time, touch time and CSI.

The collision industry is very competitive, highly volatile with an aging work force that has little new talent entering it and finds itself in a slow to non growth mode. Training in the collision industry can best be described as traditional. There are several training programs that are deemed high value by the Insurance industry but all these come with little testing requirements and no mandatory pass/fail requirements that would prevent technicians or administrative staff from working in the industry. On the technician level most “training” is done by experienced journeyman technicians using the watch me do this method.

PPG Automotive Refinish introduced the TWI for collision training series to a select group of high profile Collision Centyer  customers by running two separate pilot programs for 20 high value customers in 2008. The pilot courses received some of the highest marks from customers of any other PPG training courses. From the pilot we found an overwhelming majority of participants go back to their business and change the focus of training particularly on the shop floors.The renewed energy in Management through JR training has lead to fewer problems and lower turnover. And that’s just the start.
 

Specific Learning Objectives

• Upon completion of this session, participants will learn…

• How to approach a traditionally trained industry with TWI

• How high impact learning in the TWI method refocuses mangement training intitatives

• How to overcome objections from the most traditional attitudes about employee relationships

• Lessons learned in introducing TWI to a tradition based industry

Target Audience

Presenter Biography

Mike Gunnells is an MVP Black Belt Consultant who began his career in the Collision Repair Industry over 30 years ago. Prior to joining PPG Automotive Refinish in 2003, Mr. Gunnells was the director of a successful dealership collision repair center. During his 30+ year career he has provided leadership and training to individuals and organizations within the collision repair and insurance industries.