March 28, 2017
The quality of work being delivered to customers was very high, but complaints were coming in due to residual issues. These complaints would negate all the positive core work that had been performed. For example, a customer could spend $1,000 for repairs on their vehicle, then get in their car, move their hand over the steering wheel, and feel the grease that the technician left behind. The customer would then forget about how well their car drove and focus on the greasy steering wheel.
Over a period of two days, owner of Golden Rule Auto Care and service writer, Chris Cloutier, inspected every completed, serviced vehicle for the following residual issues:
Chris found that 80% of the vehicles he inspected had one or more of these issues. He presented the data to his team, and decided something had to change; he needed to implement a quality control process.
Quality control is a process followed by nearly all Fortune 500 companies to ensure that top quality work and performance are met on every single product and service. With his software engineering background, Chris applied the practice of quality control from the software industry to the auto repair industry. Software is not released until a separate team or person reviews and tests it for bugs.
Since initiating the quality control process, Chris has created a quality control checklist in autotext.me.
There are many benefits to implementing a quality control process, with the primary benefit of simply delivering the vehicle to the customer in the condition they expected and paid for with no residual issues. Further benefits of quality control include the following:
We all make mistakes, but isn’t it better that we find them before our customers do?
This guest post is by Chris Cloutier. Chris is co-owner of Golden Rule Auto Care, a family-owned auto repair shop located in Rowlett, Texas, and created an innovative solution to solving workflow bottlenecks and wasted rack time caused by communication delays. Chris designed autotext.me, a workflow, communications, digital vehicle inspection, and quality control web-based tool that increases shop efficiency and productivity. As a software developer, technologist, and creator of the Shop Technology Timeline, Chris is passionate about continuous improvement and helping the auto repair industry by offering simple solutions that help automate and streamline manual, everyday processes.
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