1)   Estimate Written

• Photos taken
• Authorization Form Signed
• Estimate & parts usage reviewed with customer
• Estimate locked

2)   Scheduled In

3)   Call to Confirm Appointment

• Notify the estimated number of days to repair
• Who is paying?
• Parts Deposit
• Determine if customer will be using a rental vehicle or not
• Ask customer to be sure to remove any personal belongings:  garage door openers, CD’s, etc.

4)   Order Parts

5)   Parts Received

• Parts checked in & verified
• Invoices entered into management system
• Part price changes acknowledged
• Freight recorded

6)   Vehicle Arrives

• Review contact information
• Review estimate with customer
• Vehicle Check-in/Waiver Form completed with customer.   Ask about dash lights, special requests, etc
• Up-sale:  Windshields, tires, rock chips, interior/exterior details
• Ask customer to be sure to remove any personal belongings:  garage door openers, CD’s, etc.

7)   Vehicle Check-In

• Vehicle Washed
• Vehicle reviewed for prior damage after vehicle is washed
• Damage to vehicle compared with estimate
• Prior damage marked with washable marker
• Pre-Post Vehicle repair QC check list completed
• Vehicle Check-in inspection completed
• Vehicle interior & exterior video’d
• Special customer request written on driver window
• Sublet items written on driver window
• Dash codes marked on driver window
• Vehicle labeled with RO & job jacket hung on rear view mirror
• Up-sale sheet completed and turned into CSR
• Vehicle assigned to technician

8)   Disassembly/Mapping

• Technician drives vehicle into stall
• Technician reads estimate
• Technician reads notes on driver window
• Technician disassembles vehicle 100%
• Technician looks for additional hidden damage
• Technician separate good & bad parts
• Technician obtains parts from Parts person
• Technician mirrors each part with the vehicle
• Vehicle sent to Sublet/Mechanical
• Vehicle sent to Frame rack if necessary

9)   Disassembly/Mapping (cont)

• Technician writes supplement with Estimator & Painter
• Photos of broken parts are taken
• Photos of additional damage are taken
• Parts needing paint is given to Painter

10)  Estimator writes supplement

• Estimator adds photo to file
• Estimator calls customer to notify them if additional damage was found
• Customer is notified if additional parts and or labor is needed for a complete repair
• Approval from customer required before continuing with repairs
• Supplement parts are ordered

11)  Vehicle is repaired

• Vehicle is Quality Controlled prior to Paint

12)  Supplement parts are received

• Supplement parts mirrored to damaged parts by Technician
• Supplement invoices are entered into management system

13)  Vehicle is sent over to Paint shop

• Vehicle is prepped and masked for primer
• Vehicle is prepped and masked for paint
• Vehicle is Painted
• Vehicle is Quality Controlled for any paint flaws

14)  Reassembly

• Vehicle goes back to Body Shop for reassembly
• Vehicle reassembled
• Depending on the repair, fluids are checked
• Test drive made if deemed by repair

15)  Sublet

• Vehicle taken to sublet vendor for: alignment, code reset, tires, etc.
• Vehicle is Quality Controlled
• All invoices for sublet, body supplies, fasteners etc entered into management system

16)  Office

• Office personnel balances estimating file to management file
• Customer notified of target completion date and approximate time
• Final invoice printed

17)  Detail

• Vehicle is clean both inside and out
• Pre-Post Vehicle repair QC check list completed
• Vehicle Quality Controlled
• Vehicle is placed on delivery row

18)  Customer Pick-Up 

• Vehicle is reviewed with customer
• Final invoice with warranty presented to customer
• Payment is collected
• Key’s given to customer
• Rental company notified of rental drop off if applicable