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Letter to the Editor

DuPont Performance Coatings Performance Alliance Offers Standard Operating Procedures for Insurance Work

Amberson has developed the SOPs for his Lehman's Garage shops with the aid of Performance Alliance, a new program from DuPont Performance Coatings. Amberson's shops deal with 18 different Direct Repair Programs, so developing a more effective way to handle the various requirements from each insurer is extremely important to his business.

DPC provided him with a comprehensive template and questionnaire by which to create the SOPs. "It covered absolutely every aspect of dealing with insurers and developing estimates," he says. "We spent three hours going over it with just one insurer, but it was time well spent. Some of the procedures were a little vague or undefined, and this really helped to clarify them."

Amberson feels the SOPs will make his shops more efficient and effective. "It can improve the shop/insurer relationship, but more important, it helps a shop get better at what it does," he says. "It took some work up front, but it's well worth it."

He also noted that he is working through Performance Alliance to develop SOPs for job categories. "We like this approach to doing business," says Amberson, "and it's good to be associated with a company like DuPont. Its size and years in the industry provide a lot of resources that shops in the Performance Alliance can take advantage of."

According to Tim Carmack, Alliance program manager, "It's always been the intent of the Performance Alliance to minimize friction points for our customers so they can focus on growth. The Insurance Program SOPs are one component of the Performance Alliance program designed to help shops improve their business processes."

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