Repair Center, is one example of an employee who has developed into a skilled writer and production enthusiast. Hehr joined DCR Systems eight years ago as a customer service representative (CSR). “I enjoyed helping customers and making sure they understood their rights when getting their cars fixed,” Hehr said. After assisting the company’s dealer partner and addressing warranty claims and small jobs, she realized she enjoyed writing and wanted to learn more. “With this amazing company they gave me every opportunity to grow and learn,” said Hehr. “I now have been writing for three years and enjoy every day.” During the tour, Mandy Wynn, national training and support manager, and Arynne Giarrizzo, central claims specialist, shared information about DCR Systems’ production process. “The patented production process at DCR Systems is unique in that it streamlines all of the variables associated with collision re-
pair by eliminating waste, rework and stress, leading to increased profitability,” said Wynn. “It also empowers the team and allows everyone to continuously and creatively improve processes throughout,” added Arynne. Wynn first described the pre-op phase of the process. Here, all the variables related to the repair are thoroughly researched, investigated and discussed, so a one-time parts
Arynne said the production line is able to move continuously because it tells employees where they need to work. “The team recognizes where there may be a potential bottleneck in the production line and our team adjusts where they need to work,” she said. Wynn and Arynne also explained how the process differs from other collision repair facilities. One big difference, according to Wynn, is the strict structure and validations the company has in place during every step in the process. “Despite the random working environment, we have the same process that all cars go through to achieve consistent quality and performance on every single vehicle. This Pictured, left to right, are Roy Schnepper, Butler’s Collision; allows us to not only produce Dan Risley, CCC Intelligent Solutions; Ray Fisher, Automoconsistent quality but also an tive Service Association; and Jim Keller, 1Collision OEM-guided safe repair,” order can be placed before vehicles she said. “How we ultimately benefit are put in the production line. is in what our customers say about us “Pre-op is vital to ensure con- and our passion to fix vehicles.” tinuous flow in our production line,” Arynne described how the prosaid Wynn. cess enables the team to crosstrain.
“This allows us to use resources where the work is needed,” she said. “We train team members and educate them on OEM manufacturers’ guidelines to ensure their greatest potential.” Andy Warren, store support specialist, explained the virtual huddle to tour attendees. “The virtual huddle is the last step prior to the repair plan being finalized,” said Warren. “It is basically an estimate review but done virtually.” Using FaceTime, virtual huddles are used every day throughout the company. The repair planner goes over the repair plan that shows the damages to the vehicle. Then, it is scrubbed for any items that may have been overlooked and verified all repairs are being done per OEM guidelines. “Performing the virtual huddle on each job is important for us because having that extra set of eyes glance over each repair plan is so crucial in our world,” said Warren. “Repair planners often get pulled away and have plenty of distractions during the day, and if we can catch
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