BMW CCRC InsCoopProgramOverview

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Insurance Partnership Consulting Overview INSURANCE PARTNERSHIP CONSULTING. OVERVIEW.

Transcript of BMW CCRC InsCoopProgramOverview

Page 1: BMW CCRC InsCoopProgramOverview

Insurance Partnership Consulting – Overview

INSURANCE PARTNERSHIP CONSULTING. OVERVIEW.

Page 2: BMW CCRC InsCoopProgramOverview

UNDERSTANDING INSURANCE PARTNERSHIP.

Page 3: BMW CCRC InsCoopProgramOverview

Insurance Partnership Consulting – Overview

What is Insurance Partnership? The Insurance Partnership Program is a way to align the CCRC Network with insurance partners, based around common goals that benefit our mutual consumers.

Insurance Partnership Ready shops are committed to:

• Operating Efficient Centers

• Low Cycle Times

• Higher Customer Satisfaction

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Insurance Partnership Consulting – Overview

Why Would an Insurance Carrier Partner with BMW?

• Unique and Precise Procedures for Safe & Proper Repairs

• Innovated

• First to the Market

• New Technology –Lasers Lights –Carbon Fiber Parts –Structural CFRP

• Vehicle Complexity

Page 5: BMW CCRC InsCoopProgramOverview

Insurance Partnership Consulting – Overview

Why Would an Insurance Carrier Partner with BMW?

• Reduce Their Liability

• Actively Monitor our CCRCs – Consultation – Audits 3x/yr – Online Portal

• Hands on with our CCRCs – Reduce Cost – Improve Efficiency – Standardize

• Properly Trained Technicians

• Support of BMW NA

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Insurance Partnership Consulting – Overview

What is the Current State?

Right now they don’t see the difference between BMW CCRCs and their IRF DRPs.

Collision Centers all claim: • to do quality repairs • satisfy the customer • manage cost

Our claims are no different than theirs.

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Insurance Partnership Consulting – Overview

The Outcome of Our Current Situations.

• Inconsistency with Repairs

• Unnecessary Delays

• Longer Cycle Times

• Added Expenses (Process)

• Strained Business Relations

• Jeopardize CSI

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Insurance Partnership Consulting – Overview

How Do We Differentiate From Other Collision Repair Centers?

Demonstrating goal alignment is critical to creating a partnership.

BMW CCRCs have to:

• LOOK different

• ACT different

• BE different

Page 9: BMW CCRC InsCoopProgramOverview

Insurance Partnership Consulting – Overview

What are the Goals of an Insurance Carrier?

• Cycle Time Reduction (Reduces Overall Cost)

• High Customer Satisfaction (Customer Retention)

• More Efficient Processes (The “How” to Achieving Lower Cycle Times)

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UNDERSTANDING THE TARGETS. INSURANCE PARTNERSHIP GOALS.

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Insurance Partnership Consulting – Overview

Reducing Cycle Time.

LEAN Application Process • Organization • Visual Controls • New Mindset

Complete Processes • “Blueprinting” • Supporting Documentation

Follow BMW Repair Standards • ISTA

IMPROVEMENT CYCLE

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Insurance Partnership Consulting – Overview

Focus on Customer Satisfaction.

By working together we can achieve higher customer satisfaction through:

• A hassle free claims process • Timely repairs • Proper repairs

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Insurance Partnership Consulting – Overview

Operating an Efficient Center.

To reduce the overall cost of restoring a vehicle and getting the customer back into their car, we need to develop a better way of doing things.

The benefits of efficiency are: • Higher technician productivity • More consistent repairs • Reduced claim times

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UNDERSTANDING THE PROGRAM.

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Insurance Partnership Consulting – Overview

Understanding the Program.

The goal of the program is to work hand in hand with each CCRC to make improvements that focus on efficiency, and ultimately effect cycle time and CSI.

The Insurance Partnership Workbook Includes: – CCRC Analysis – Best Practices – Lean Application – Action Planning – Progress Score Card

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Insurance Partnership Consulting – Overview

Understanding the Program.

Program Completion Requirements:

• Successful completion of the BMW Insurance Partnership Program Consulting

• 100% of listed “Critical” Items Completed

• Overall Score of 91% or Better

DETAIL NUMBER OF

DAYS PURPOSE ACTION BY CCRC

Desk Analysis 1 day off-site Current assessment of CCRC Enrollment into Program

Center Visit 3 days on-site Current assessment review and goal setting

Marketing Visit 1 day on-site Marketing, Finance, and Technology planning 50% of Critical Items completed

Final Visit 1 day on-site Final assessment, action item close out,

results documentation 100% of Critical Items completed

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Insurance Partnership Consulting – Overview

Implementation of Best Practices.

BMW NA has identified Best Practices related to collision repair that align with insurance carrier goals and processes.

Focusing on:

• Administration

• Estimating

• Production

• Production – Refinish

• Final Check

• Center Development

DEVELOP

STRATEGY

SKILLS

SUCCESS

SOLUTION

QUALITY

BEST

PRACTICES

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Insurance Partnership Consulting – Overview

Implementation of Best Practices.

• Each high performing CCRC has areas of innovation and excellence.

• The best of the best have become our Best Practices.

• This list will continue to grow and develop.

DEVELOP

STRATEGY

SKILLS

SUCCESS

SOLUTION

QUALITY

BEST

PRACTICES

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Insurance Partnership Consulting – Overview

Implementation Process.

For each CCRC we will:

• Define

• Measure

• Analyze

• Improve

• Control

How do we guarantee performance?

What needs To be done?

What is important?

What is wrong?

How are we doing?

IMPLEMENTATION PROCESS

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Insurance Partnership Consulting – Overview

Marketing Your Results.

• Insurance Workshops

• Planned Marketing Events for Your Customers

• BMW Supported Marketing Funds

• Growing Your Industry Presence

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Insurance Partnership Consulting – Overview

The Benefits of Being Insurance Partnership Ready.

• Loaner Car Support Fund

• Additional Marketing Support

• Added to the “Insurance Partnership Ready” List

• Improved Relations with Insurance Partners

• Part of a More Uniformed Network of Shops.

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Thank you.