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Letter to the Editor
Thursday October 30
FIX AUTO to Create National Performance-Based Network
FIX AUTO will unveil its plans to create a performance-based network at this year’s NACE show in Orlando, Fla. The show will feature the Claims Process Pavilion, where FIX AUTO, along with other network and information providers, will showcase their solutions for insurance industry representatives.Key elements of the Performance Based Network (PBN) include FIX’s newly released Estimate Review Program (ERP), Quality Management System (Web-QMS) and Customer Satisfaction Measurement system (Web-CSM). The CSM system provides real-time customer feedback to shop owners, rental car providers and insurance partners. More than just CSI, Web-CSM provides key measurements of cycle time, quality, and technician and estimator performance. In addition, Web-CSM benchmarks individual shop performance against all network members.
“This NACE show marks an important turning point in our company’s direction,” said Doug Kelly, FIX president & COO. “In previous years we took a low key approach to marketing the FIX AUTO network. This year we will openly share our plans to significantly expand the network.”
The QMS program has been in operation for over a year with more than 50 percent of FIX member shops.
The program assigns a numerical score to the quality of the work performed. In addition to measuring shop performance through regular on-site audits, QMS helps create a culture change at the shop floor level.
Ron Guilliams, director of quality assurance for FIX, commented, "The main objective of using this methodology is to 'calibrate' the eyes of our quality with our members to make sure we are viewing quality consistently from coast to coast.”
Kelly added, “By reviewing what our members do before the repair with our new ERP initiative, performing regular audits during the repair process and surveying owners after the vehicle is delivered, we ensure that our members consistently deliver outstanding service to their customers. We are so confident in our branded members’ capabilities that we will guarantee the result in the areas of cycle time, quality and customer satisfaction for all FIX AUTO branded shops.”
Established in 1997 and headquartered in Anaheim Hills, Calif., FIX has 148 locations in the U.S. and 135 locations in Canada.
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