Quality Control Procedures
Quality Control Procedures
We have all heard the saying, "If common sense is so common, how come nobody has it?" That statement can be very true, especially in the collision repair field. Even though today's vehicles are more difficult to repair due to advanced steels, electronics and required repair procedures, many repair facilities are under pressure to complete repairs faster than ever. This pressure is coming from insurance companies, rental agencies and/or consumers who want repairs to their vehicles to be completed as fast as an oil change. But unlike oil changes, quality repairs take time to complete properly. Added to that pressure are the everyday mistakes made in the collision repair facilities, many of which stem from poor choices or lack of common sense. Some of our articles have dealt with triage, estimating, blueprinting and part usage issues, all of which are related to the estimatics, appraisal and preparation for repair. This article will deal with the whole shop and the repair process.
Checks and balances are a part of everyday life, although you might see them listed as Standard Operation Procedures (SOPs). SOPs are designed to limit mistakes and hold employees accountable for their actions, good and bad. The first step to any SOP is that the owner(s), estimator(s) and technician(s) — basically the whole shop — have to want to change to conform to the new SOPs. Initiating SOPs are very difficult at first, but once everyone is adhering to them, things will run much smoother and you will limit the amount of comebacks and re-dos — which cost the shop more than you realize. Generally, when you get a customer "comeback," the top technician is asked to fix the mistake made by someone else. This means the top technician must stop working on a vehicle that you can make a profit on to repair a vehicle that you already got paid on. As far as re-dos go, we all know they cause bottlenecks in the repair process since a vehicle already completed is put back into the production line.
Once you are ready to accept change, you should begin by making a list of your departments in your shop. Most collision industry consultants, such as Mike Anderson of www.collisionadvice.com, P&L Consultants and others, offer departmental checklists, final checklists and SOPs designed for your specific needs, but you can attempt to make them on your own. The following are some examples of three all-inclusive checklists that will show you what to include.
The first checklist should be the "Triage-Damage Analysis Walkaround." The list should start with the front bumper and work inward, then move to the left side and around the vehicle, finishing with the roof panel. Using an Excel document, create three sections: For the "Body Component" section, form five columns for every component on the vehicle, gaps, operation (if the component opens/closes, turns on/off or actually works), description of the damage and/or findings and if the damage is related to the report description of the incident. The next section will be the "Suspension" section and will require four columns for the suspension components (left front, right front, etc.): good/damaged, description of damages/findings, if the damage is related and a line for tire tread depth. The last section is the "SRS Components" section and will require two columns for "Deployed: Yes/No" and a column for notes. The last line should include ALLDATA/OEM info checked (Yes/No,) photos taken (Yes/No) and a signature line for who assessed the damage. This checklist will assist the estimator for preparing a blueprint (estimate) of the damages.
The next checklist should be the "Department Checklist." Generally, most shops will categorize their shops into six separate departments: Teardown, structural, metal, paint preparation (prep), refinish and detail. Let's take a detailed look at some of the important procedures to include in each department section.
TEARDOWN
- Vehicle pre-measured
- All parts accounted for
- All undamaged parts secured
- Is the vehicle blueprinted/mapped?
- Is the work order attached?
- Radio presets written down
- Estimate check for accuracy
- A/C evacuated and sealed
- Seat cover, steering wheel cover and floor mats installed
- Any openings collision-wrapped
- Photos taken
STRUCTURAL
- Are all parts in and correct (and are any damaged)?
- Is an initial measurement saved?
- Are there OEM procedures available?
- Test welds made (Yes/No; MIG and STRSW)?
- Are the STRSW tips good/clean?
- Is structural adhesive needed?
- Is there foam needed?
- Are all welds dressed?
- Was weld-through primer applied?
- Corrosion primer applied?
- Photos taken
METAL
- Are all parts in and correct (and are any damaged)?
- Identify type of substrate
- Are all interior panels removed?
- Is bonding material needed?
- Is there foam needed?
- Is there any additional damage?
- Was weld-through primer installed?
- Corrosion primer applied
- No filler on pinch welds/flanges
- Photos taken
PREP
- All repaired areas featheredged and primed
- All primed areas block sanded
- All panels to be refinished scuffed
- All plastic parts prepped
- Exterior wash
- Undercarriage and wheel wells washed
- Vehicle blown dry and all panels masked
REFINISH
- Correct color code
- Sprayout/let down card
- All panels degreased
- All panels and parts checked for damage
- All parts masked correctly
- All parts off the vehicle in the same plane
- Checked all angles for coverage
- Photos taken
DETAIL
- All masking removed, blown and tacked
- All dirt, runs and sags sanded
- All jambs sanded, buffed and cleaned
- Blow out and vacuum interior
- Windows cleaned in/out
- Radio presets and clock, express features reset
- Any dash lamps on
These are the six department areas and procedures in each that, if followed, will eliminate much of the waste found in most of today's shops and ensure that the shop runs more efficiently. As the technicians complete their repairs in each department, they must sign off on the checklist and the shop foreperson or estimator will double check the list and sign off prior to the vehicle moving to the department. The last checklist is the final line of defense and will assist in doing a final quality check (QC) of the vehicle. The Final Inspection Checklist will include the following:
- The Repair Order Number (RO #)
- Mileage Out (most states require miles out on the final invoice)
- The following have been met:
- A/C service caps are installed
- All panels are lined up
- Antenna works properly
- Anti-corrosion compounds installed
- Battery is held down and cables are tightened
- Brake lights work
- Courtesy lights and door ajar lights function
- Deck lid opens and closes
- Defroster, heater, and A/C operate
- Doors open and close
- Exhaust system heat shields are in place
- Exhaust system operates properly
- Express features reset
- Fasteners are installed and tight
- Fluid levels are topped off
- Glass is cleaned
- Headlights are aimed — high and low beam
- Heated seats and power controls operate
- Handles operate
- Hood opens and closes
- Horn honks
- Keyless entry functions properly
- Mats and floor coverings are in place
- Overspray is cleaned off
- Personal belongings are in place
- Pinch welds are repaired and refinished
- Power windows, locks and mirrors work
- Radio is reset and all speakers work
- Rear license and backup lamps work
- Remote transmitter operates
- Restraint system lamp operates
- Seats adjust properly and lock into position
- Seat belts operate and buckle
- Security system functions correctly
- Spare tire, wheel lock and jack are in place and bolted down
- Splash skirt clips are installed and correct
- Tailgate/Hatch/Trunk opens and closes
- Touch up bottle; turn signals work
- Tilt mechanisms function properly
- Undercoating installed
- Underhood labels are in place
- Vehicle test drive complete
- Vents operate (blow out in all positions)
- Washer nozzles spray and align; wipers work
- Water leak test has been performed
- Wheels are torqued
- Wires and hoses are secure and not rubbing anything
The Final Inspection (QC) should be signed by the technician who looked over the vehicle and the shop foreperson after he or she takes the vehicle for a test drive. If you make up a checklist like this, or have a professional expert make them for you, making them part of your SOPs, you will ensure that comebacks, re-dos and most mistakes are a thing of the past.
Hopefully, this article has brought to your attention the importance of instituting SOPs, having a check and balance system to keep everything in order and why a final QC of the vehicle will prevent unhappy customers. Feel free to contact us at any time if you have any questions.
Larry Montanez, CDA is a former I-CAR Instructor and is Co-Owner of P&L Consultants with Peter Pratti Jr. P&L Consultants work with collision repair shops on estimating, production and proper repair procedures. P&L conducts repair workshops on MIG & resistance welding, measuring for estimating, and advanced estimating skills. P&L also conducts investigations for insurers and repair shops for improper repairs, collision reparability and estimating issues. P&L can be reached by contacting Larry at Office (718) 891-4018; Cell (917) 860-3588; Fax (718) 646-273 or email at larrygoju@aol.com.
Jeff Lange, PE is president of Lange Technical Services, Ltd. of Deer Park, N.Y. (www.LangeTech.net). Jeff is a licensed New York State Professional Engineer who specializes in investigating vehicle and component failures. Lange Technical Services, Ltd. is an investigative engineering firm performing forensic vehicle examinations and analysis for accident reconstruction, products liability and insurance issues. Jeff can be reached at 631-667-6128 or by e-mail at Jeff.Lange@LangeTech.net.