KPIs

FCA’s KPIs for Certified shops include: repair information lookup, pre- and post-scans

 Original article by John Huetter, Repairer Driven News FCA continues to open its collision repair certification program to new applicants, but at some point, saturation will occur in particular markets. When that occurs, the OEM will examine replacing poor-performing shops with better ones, FCA senior collision manager Bryan Wayne said. He said FCA would judge shops using familiar key performance indicators like cycle time, cost and customer satisfaction — but also by quality-control metrics. Besides instances in which customers return the cars for issues — something that FCA knows to affect its own brand loyalty — the OEM will track whether the shop accessed repair procedures and the presence of pre- and post-scans on the vehicle estimate, Wayne said last week. “We know when they’ve accessed it,” Wayne said of repair procedures, and the estimate…