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Insurance Partnership Consulting – Overview
INSURANCE PARTNERSHIP CONSULTING. OVERVIEW.
UNDERSTANDING INSURANCE PARTNERSHIP.
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
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
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
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.
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
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
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)
UNDERSTANDING THE TARGETS. INSURANCE PARTNERSHIP GOALS.
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
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
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
UNDERSTANDING THE PROGRAM.
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
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
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
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
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
Insurance Partnership Consulting – Overview
Marketing Your Results.
• Insurance Workshops
• Planned Marketing Events for Your Customers
• BMW Supported Marketing Funds
• Growing Your Industry Presence
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.
Thank you.
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