Driving Insight - Industry Views
Fleet World – Maintaining Standards Michael Huthart, Head of Supply Management, FMG Support
The impact of PAS 125 on repairer business development.
Since the introduction of the PAS 125 Kitemark standard at the beginning of 2007, the best methods to practically address the new standards and its impact on repairers, fleet managers and customers have remained a high priority on the fleet agenda.
Striving for professional recognition is now driving the UK repair market forward and will be the inevitable catalyst to transform the industry whilst providing significant opportunities for those businesses that embrace the shift towards structured development.
As an accident management provider, FMG Support believes that taking a joint approach is key by working with repairers and leasing providers to ensure that quality standards are consistent with customer expectations.
It is widely acknowledged that this is a time of flux for the repairer industry – a long term decline in the number of repairs means suppliers will increasingly need to consider investment and consolidation in order to grow. Addressing issues such as new vehicle construction techniques and different materials, as well as balancing skills shortages all contribute to the need for standardisation and high professional standards in order to provide excellent customer service. By introducing the PAS125, the industry has now recognised the need to ensure the efficient, effective and safe repair of motor vehicles and this should be seen as a platform for business improvement.
This approach is reflected in FMG Support’s supplier network, Partner Support, which was established based on the importance of building genuine, mutually rewarding partner relationships with suppliers. Partner Support has worked since 2005 to initiate a culture of sustained improvement in the performance and commitment of its repairer network. This culture can be achieved by working closely to agree KPIs, improve administration processes, advance technology capabilities and help suppliers to understand the impact that cumulative repair costs, vehicle downtime and other associated costs can have on customer satisfaction levels. Keeping an open dialogue helps to air concerns and share best practice and just as importantly, rewarding high performing repairers with increased job volumes also presents opportunities to develop their businesses, an aspect that the Kitemark standard has fuelled.
Working consultatively with our national network of repairers and agents through the Partner Support programme, we have largely found that repairers who are passionate about developing their own businesses have welcomed the introduction of the Kitemark standard as providing an official hallmark that ‘rubber stamps’ their existing credibility. A good example of this is the RC Jones body shop in Barnsley, which has enjoyed significant business benefits as a result of embracing the new legislation. After investing heavily in state of the art equipment including welders that enable repairs to conform to PAS 125 traceability criteria, training its staff to fulfil the ATA standard has been the single most important factor in working towards accreditation.
The greater emphasis on noting details that are then used in regular auditing procedures has unearthed opportunities for creating new efficiencies that have resulted in cost savings. Ensuring that the correct systems and processes are in place on site has streamlined RC Jones’ working operation. The management team has also reported a boost in confidence as both customers and staff consider the body shop to be well prepared for the future.
A key factor in driving this change has been an increased level of transparency between RC Jones and its customers. The benefits of taking an active role in maintaining transparency with your customer base and the general public cannot be underestimated – RC Jones has built a website filled with current images of its site, services and staff and regularly participates in local marketing initiatives. This type of approach has a powerful impact on erasing the ‘back street garage’ stereotype that has hung over the repairer industry for too long.
Raising professional and service standards within the industry will build a more positive reputation for the industry as a whole, which still suffers from negative connotations that have threatened to stifle professional progress. Whilst investment and training should be ongoing, repairers must recognise that by adopting a positive attitude to continual development, both staff and customers will reap the rewards.
Several months since the implementation of the PAS 125 Kitemark, there are those who still remain cynical about the introduction of such official standardisation. Whilst it is true that legislation alone will not provide a complete solution, policies can only be successful if they are combined with a shift in attitude from the fleet industry as a whole. As the fleet industry strives to progress by delivering strategic business solutions and raising service standards, the role of the repairer is becoming an increasingly vital link in the fleet chain. The many business benefits that PAS 125 Kitemark offers, represents a significant step towards the rebirth of the industry.
