One of the universal issues in the collision repair industry and a pain point on every production floor is a lack of in-process quality control, according to Lee Rush, manager of business development for Sherwin-Williams®.
“In-process quality control has eluded this industry for years and continues to do so today,” said Rush. “Not only is it a huge liability risk, but it can cost every collision shop profit and sales.”
During a virtual presentation given as part of the Society of Collision Repair Specialists (SCRS) Repairer Driven Education (RDE) Series, Rush discussed the importance of validating in-process quality and explained how it differs from quality control (QC), typically done in many shops across the country today.
Whereas quality control occurs at the end of the repair cycle when the vehicle is inspected before being returned to the customer, Rush said in-process quality validation is live on the production floor, where adjustments can be made throughout the repair cycle.
Rush used the analogy of a sports team where the coach gives an overview of the game and what went wrong.
“A review at the end of the game doesn’t do anything to improve performance,” he explained.
Rush has spent more than 20 years managing collision centers and MSOs and has extensive experience in business center expansion using lean and process-driven operations.
Over his career, he has found shops lacked the technology to measure the dollar value of in-process defects, comebacks, poor quality and missed opportunities. With the introduction of new technology, that is starting to change.
In his presentation, he shared insight about the benefits of using quality technology to help identify and correct issues throughout the repair process---long before the final inspection.
Those who don’t incorporate in-process quality validation can suffer greatly, said Rush. This could mean poor Yelp reviews, restrictions put into place by insurance programs, an impact on the quality of employees hired and increased liability for not performing a proper repair.
“Quality has a broad impact and many ramifications on your business,” said Rush. “By providing a process in which a repaired vehicle is returned to the customer free of defects, safe and the overall crashworthiness is restored, it allows us to...