A sobering research statistic was emphasized at the recent I-CAR Industry Event, highlighting that training has a direct correlation to business performance.
In 2011, initial research by I-CAR and participating Industry Training Alliance members uncovered that of the 69 percent of collision repair facilities that did not train, 7 percent went out of business. What these shops did not realize is the bottom line impact that a modest investment in education and training can deliver. To better identify this link between training and operational performance, I-CAR set out to conduct additional research in 2012.
At the Industry Event, Jeff Peevy, I-CAR senior director of field operations and segment development, shared that key performance indicators (KPIs) of specific repair shops were studied over an eight-month period. During this time, shops took role-based training from the I-CAR Professional Development Program. Afterward, all of the participating facilities saw increased monthly revenue, with half of those shops averaging a 5 percent increase, and the other half averaging more than a 10 percent increase in revenue. Additionally, on average, touch time improved by 45 percent, customer service index (CSI) scores improved by more than 5 percent and cycle time improved by 14 percent.
“As we continue to research the impact of training on KPI performance, we will translate this knowledge into curriculum offerings that support business improvements while contributing to the delivery of a complete and safe repair,” Peevy said. “I-CAR has a strong commitment to the vitality of the inter-industry and believes indisputably that knowledge and education are the foundation for excellence.”
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