Knowing what you don't know

One issue VeriFacts addresses is "knowing what you don't know." Most auto body repair technicians want to do a proper repair and usually think they are doing so. The problem arises when changes are made to procedures that have been done the same way for years. For instance, in 2002, Chrysler banned the use of weld-thru primer on their vehicles (followed soon after by other automakers). Toyota has declared that glue cannot be used on any part on any of their vehicles. Who knew? Certainly not every technician in every shop.

"It is our job to bring that up-to-date information to the shops. Once a technician knows a particular procedure has been changed, and has been taught the current process, he will integrate it into his own work," said Afshar.

VeriFacts program

As part of VeriFact's coaching package, they evaluate, on a regular basis, each technician's application of proper repair methodologies. Followup coaching and guidance - at the facility - is designed and delivered each month based on this assessment and reinforcement process. Expert evaluation of in-process repairs enables the company to highlight progress and opportunities for improvement. In addition to in-shop coaching, coaching is available to shop personnel via phone or fax, five days a week, ten hours a day.

Furthermore, the evaluation helps a shop understand how its repair quality compares to other shops on the VeriFacts program through quality measurement analysis and reporting. Management reports identify trends and progress, and highlight leading indicators to potential future quality and customer issues.

Concluded Afshar, "Our goal is to shine spotlights in areas of darkness where no one has explored before. The fact that different managers had different outcomes was very eye opening for us. Traditionally, technicians don't ask for instructions, but with the changing technology that is no longer acceptable. Lack of knowledge costs time and money. We are trying to change that culture. By visiting the shops, technicians feel more comfortable talking to our coaches in their own environment."

To learn more about VeriFacts, visit www.verifactsauto.com.