"Insurance companies certainly don't want supplementals, so why not do it right the first time?" . "Most cars in the shop are not being worked on — they're waiting" for one thing or another. "The amount of work on the average vehicle is probably 14 hours," he reports, yet it will spend 10 to 14 days languishing in a typical shop.

Whipping WIP

Whipping WIP, which means "excess Work-In-Progress," is a priority for the clients. o Too much WIP results in:

• Inefficient stall space use
• Limited technician availability
• Parts problems
• Customer complaints
• Administrative workload
• Technician memory overload
• Poor workflow
• Wasted vehicle movement

Cycle time goals for typical collision centers amount to 12 days, while fast-tracked, light hits can be repaired in three days. GEICO Express strives for having all driveable vehicles finished within five days. The overall goal for an average job should be in the eight-day range.

Collision repair centers can cut WIP by reviewing and revamping their scheduling.

Factoring tow-ins into weekly scheduling plans is a wise move, as is qualifying the consumers' needs when compiling intake information to take advantage of non-traditional pickup times.

Discerning where they work and where they live along with their employment and family demands can identify those whose routines are flexible or different than those adhering to a 9-to-5 lifestyle, such as homemakers, third-shift workers, retirees and business travelers.

Proactively look first for jobs to schedule on Thursday and Friday, then move toward other days. Larger jobs and those not involving rentals are factors to consider as you fill in the schedule from Friday back to Monday based on circumstances.

SERVICE THROUGH CYCLE TIME

Customer Research, Inc. gathered responses from more than 50,000 vehicle owners and it's clear that customers equate shorter cycle times with higher levels of quality and service. The following analysis shows the influence increased cycle time has on CSI, in several key areas of the collision center repair experience.

Recommend Facility

As a result of this visit, would you recommend this facility to others?

Percent of "YES" responses:

Cycle Time of 1-5 Days 98.1%

Cycle Time of 6-10 Days 96.9%

Cycle Time of More Than 10 Days 94.1%

Body Work Quality

Were you completely satisfied with the quality of the body work?

Percent of "YES" responses:

Cycle Time of 1-5 Days 96.4%

Cycle Time of 6-10 Days 94.4%

Cycle Time of More Than 10 Days 91.3%

Paint Work Quality

Were you completely satisfied with the paint work performed?

Percent of "YES" responses:

Cycle Time of 1-5 Days 97.3%

Cycle Time of 6-10 Days 96.2%

Cycle Time of More Than 10 Days 95.3%