Streamlined estimates

Jan. 1, 2020
The first step in going lean and cutting costs is writing a thorough estimate.
estimates lean processing Toby Chess I recently taught I-CAR's Cycle Time class (CYC 01), which led to a new assignment. Matt Koue, who co-owns Carmat Collision Center in Santa Cruz, Calif., with his wife Shawn, asked me to work with his staff on tearing down a vehicle using lean processes. The object with lean is to eliminate waste. The biggest waste producer in a body shop is a poorly written estimate, because it translates into multiple supplements.

For my demonstration, I used a Honda Accord (see Fig. 1). The damage to the outside of the vehicle was as follows: hood replacement, front bumper and license plate bracket replacement, left fender replacement, driver's side air bag replacement, grille replacement, frame set up and pull and all refinish operations. This was written prior to tear down. Typically, the shop would have ordered the visual parts and performed a tear down in the tech's stall when the car was assigned to production. Using this method, the shop would have produced at least two supplements. We used the following steps to turn the estimate process into a lean process.

Step one: Collect necessary equipment

This equipment includes:

  • floor jack and jack stands (though a tire hoist is the best solution);
  • service cart with all the necessary tools for removal and inspection;
  • floor mats and seat savers;
  • tram gauge;
  • parts cart;
  • plastic bags and covers;
  • masking tape and marking pen;
  • computer terminal and desk;
  • access to A/C recovery unit; and
  • digital camera.

Step two: Prep the vehicle for teardown

We moved the car to a designated teardown stall, which lean processing calls for. On the outside of the passenger side windshield, we marked the following information: Repair order number, customer name, insurance company, date in, target delivery date, estimator name, technician name and all sublet items (in this case, alignment and airbag replacement). We installed a seat saver and floor mat to protect the interior.

Step three: Create standard operating procedures (SOPs) for photos

A SOP for photos is necessary. It is far easier to take every possible photo and use the ones specified for the different direct repair programs than trying to memorize what each insurance carrier wants. Taking all the pictures saves a lot of time down the line when an inside adjuster needs a special picture. For example, an adjuster may need a picture of the engine for valuation purposes. It's a lot easier to retrieve it from the file than taking another picture. When you are done taking photos, indicate that by marking the letter "P" inside a circle on the windshield.

Step four: Safety check

While the technicians were getting their tools ready, the estimators look at the airbag deployment (see Fig. 2). The estimator stated that previously he would only order the airbag and check with the airbag replacement service for any additional items (another supplement). I demonstrated how to check the seat belts after deployment.

The seat belt tensioner on the driver's side (the seat belt would not lock in place) had deployed, but the passenger's side was still functioning properly. I showed them where they could find what parts were mandatory replacements when a frontal air bag deployed. In this instance, Honda wants the controller also replaced along with the seat belt and air bag. We included both items on our estimate.

Step five: Maintaining order

An empty part's cart was marked with the customer's name and repair order number. Look at the racks in the upper portion of Fig. 3. The day before, they contained parts from a vehicle that had been repaired and delivered. The only things that should be stored there should be covered seats. Everything else goes on the parts carts. Next, we cleared an area behind the car and set up a staging area for the parts carts.

Step six: Orderly teardown

Working from the front of the vehicle back (see Figs. 4 and 5), we first worked on the front bumper assembly. With the bumper removed, all parts were inspected, tagged with an RO number (using a price labeling gun to mark the number). All clips and screws were placed into plastic bags and marked with an item description. We noted on the estimate that four bumper retainer clips and two lower clips were missing and/or broken. The front bumper was taken completely apart for inspection. We noted that the front bumper absorber was cracked and needed replaced.
Next, we removed both headlamps. On first inspection, we found no damage, but when we examined the left headlamp, we found a large crack. We added a line to our SOPs to check the headlamps prior to removal to note any inoperative bulbs.

We also noted that the front bumper reinforcement was damaged and needed to be replaced (the group decided not remove it at this time because it would be used for pulling the mash condition - more on this later). We discovered that the air cleaner baffle was broken and added it to the estimate.

The estimator placed a "replace" tag on this part. All parts that were tagged with the "replace" sticker were placed on a separate shelf on the parts cart.

The core support had considerable damage where it attached to the front rail. We decided to replace it, which meant that the A/C system had to be evacuated prior to removal. The system was down ½ lb., which was added to the estimate, along with three new "O" rings and capping off A/C lines.

We also noted that the vehicle had sustained frame damage. The door gap on the driver's side was narrower at the top and wider at the bottom. The front rail was pushed back. We added a line on the estimate to correct the mash condition (shortness of length) and a line for a sag condition (change in height).

Since the car was going to be placed on a frame bench, the rocker molding needed to be removed and the pinch welds needed self-etch primer applied along with painting. The vehicle also needed a four-wheel alignment. These line items were added to the estimate.

We next de-trimmed the driver's side door. We removed and inspected the door molding, adding a line for cleaning and re-taping the molding. The door trim panel and mirror were wrapped in plastic for protection.

We removed and labeled the horns, fender liners, washer bottle (make sure you add a line for fluid) and lower engine shroud. All these items plus others were added to the estimate. We removed the wire loom from the core support and added time for the operation (another non-included item) to the estimate.

We removed the hood insulator along with the rubber seals. Four of the hood insulators push clips broke during the removal and were added to the estimate. Also every clip broke on the three front rubber seals. These parts also were added to out estimate.

One of the techs noted that he believed the car had a sway condition (a change in width). Using a tram gauge, we determined it did. We now had the justification to add another line to the estimate to correct it.

When I was finished with the tram gauge, I had one of the techs attach it to the staircase so that everyone knew where it belonged. It would now be in a more accessible location for future use in the teardown area.

During the estimating process (see Fig. 6), everyone (a team effort) discussed the repairs and any additional repair steps. It's important that these repair items were added to the estimate at that time instead of later.

This is the kind of effort it takes to go lean during the estimate. You work in an organized, planned manner, taking care to write a thorough estimate so you can avoid supplements. Everyone plays a part. The shop cuts costs and everyone involved - the shop, employees and the customer - benefits.

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