CPFA-E Section 5 Assessment

BUSINESSHACKS

COLLISION EXPERTS

BUSINESSHACKS

COLLISION EXPERTS

Divider Text

Section 1: Individual Performance Evaluation

Describe the process you use to evaluate your own performance.

Include specific indicators you review, how often you assess them, and examples of recent evaluations and actions taken as a result.

Divider Text

Let's take a look at your Key Performance Indicators (KPIs) For each KPI, explain why it is important, how it aligns with your shop's operational goals, and how it has helped improve your work quality or efficiency.

Efficiency in Turnaround: Analyzing the Length of Rental KPI

What is the current average length of rental for your shop, and how does it compare to industry benchmarks (your competition)?

What specific strategies have you implemented to reduce the length of rental, and what results have you seen?

Are there particular types of repairs or certain times of the year when the length of rental tends to exceed the 10-day mark? How do you address these variations?

How do you communicate with customers and rental agencies to streamline the rental process?

What feedback have you received from customers regarding the rental period, and how has this influenced changes in your operations?

Divider Text

Confirm Your Email to Securely Save Your Responses

STORE YOUR ANSWERS FOR LENGTH OF RENTAL KPI

Streamlining Operations: Mastering the Cycle Time

What is your shop's current average cycle time, and how does it compare to the industry standard of 10 days?

What is your current average cycle time, and how does it compare to other estimators in the shop?

Which phases of the repair process most commonly contribute to extended cycle times?

What strategies have you employed to reduce the cycle time? Have these strategies involved changes in technology, personnel training, or process management?

How do you balance the need for quick turnaround times with the necessity of maintaining high-quality repairs?

How do customers respond to changes in cycle time, based on feedback or repeat business?

What steps have you taken in the initial drop off to prepare the customer for changes in cycle times?

What role does communication between the shop, parts suppliers, and technicians play in achieving your cycle time goals?

Are there specific times of year or types of repairs that affect cycle time more significantly?

How do you plan for and manage these variations?

Divider Text

Confirm Your Email to Securely Save Your Responses

STORE YOUR ANSWERS FOR MASTERING CYCLE TIME KPI

Ensuring Excellence: The Quality of Repair

How is the Quality of Repair measured through your customer surveys?

What specific questions or criteria are used to assess this?

How do you ensure that the survey results are reliably collected and reflect genuine customer opinions?

What is your process for addressing any negative feedback received through these surveys?

Have there been any particular insights gained from survey responses that led to changes in your repair processes or customer service strategies?

How do you communicate the importance of this KPI to your team, and how do you involve them in striving to achieve and maintain high scores?

What tools or technologies are employed to monitor and manage quality control throughout the repair process?

How often do you review this KPI, and what are the steps taken if targets are not being met?

Can you share a case where specific feedback from a customer survey led to a notable improvement in your repair procedures?

After receiving survey feedback, do you contact customers to thank them for their business and input?

In cases where the feedback is less than positive, how do you communicate to the customer that their specific concerns have led to concrete changes in the shop’s practices?

Divider Text

STORE YOUR ANSWERS FOR QUALITY OF REPAIR KPI

Divider Text

Confirm Your Email to Securely Save Your Responses

SUBMIT SECTION 1

Divider Text