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Letter to the Editor

Fix Auto Holds First Quality Summit

The all-day event at the Collision Career Institute attracted Fix Auto quality specialists from Pennsylvania, Virginia, Oregon, Arizona and California. Representatives from two insurance companies also participated.

Attendees were briefed on the Fix Auto Scoring Methodology, which assigns a numerical score to the quality of work performed on a car. The Web-based software that determines the scores is a quality improvement tool developed by Fix for exclusive use in its network shops.

“This enables us to rank shops in the network based on the work performed on vehicles, and creates friendly competition that results in continuous improvement,” said Ron Guilliams, Director of Quality Assurance for Fix. “The main objective of the meeting was to use this methodology to ‘calibrate’ the eyes of our quality specialists to make sure we are viewing quality consistently from coast-to-coast.”

The hands-on meeting featured quality audits on three vehicles that had been repaired at a Fix Auto facility. Repairs ranged $1,000 to $12,000. Using the Fix Auto scoring system, each participant evaluated the repairs for quality and repair order accuracy.

“The results were amazing,” said Guilliams. “The quality specialists were all within one point of each other on scoring all three vehicles.”

Attendees also were able to share best practices from their regions on vehicle inspection, coaching for quality and encouraging teamwork.

Fix Auto plans to make the Quality Summit a quarterly event that will rotate among several cities.

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