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Welcome to the May edition of Commentary Box.
Before getting down to the job in hand, for
those of you who may have missed Heather Grant’s
excellent editorial column, in this month’s
Bodyshop Magazine, may I suggest that you make a
point of checking it out?
Anyway joining me, and at very short notice, my
guest this month is James Clifford of the
Estimating Service. Some weeks ago James and I
spent time looking closely at the role of the
estimator, and how he or she could actually hold
the entire future of the bodyshop in their
hands. Unfortunately, while work providers will
always tell bodyshops what they cannot claim
for, they are most unlikely to tell a bodyshop
that they have missed something off the
estimate! So, and somewhere in between, repair
processes might vary or there might be the
possibility of bodyshop productives carrying out
work for which the bodyshop will not get paid.
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Archive
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February 2006 - General Bodyshop Topics
April 2006 - General Bodyshop Topics
June 2006 - Bodyshop Marketing (Bob Bancroft of RB Business Development)
December 06 - General Bodyshop Topics
January 07 - Medical Injury/Private Health Care/Non Fault (Mo Rafiq of Trauma Claims Consultancy)
February 07 - General Bodyshop Topics
March 07 - Tailored Financial Packages (Paul Bainbridge of Paul Bainbridge Associates)
April 07 -
Paul Bainbridge of Paul Bainbridge Associates
June 07 -
Paul Leahy of AIB
August
07 - Andy Lovett of Rigby Taylor
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So, and without further ado, let me welcome James into the
Commentary Box and ask him to throw some light on a “new
arrival” that could assist bodyshops when it comes to making the
most of every estimate that complete.
PW “James PAS 125 highlights requirements for the
Estimator’s ability in the carrying out of his duties, so could
you start by dispelling the myths that appear to surround this
position.”
J C “The evolution of the repair industry and the
inception of the PAS125 amplify the focus of the repair process.
The professional estimators have evolved, and are now recognised
by the title Vehicle Damage Assessors where their role, within
the repair process, is fundamental to the success of each and
every individual repair, and in-turn, the success of the
company. With the complexity of new vehicles increasing, on what
seems to be a monthly basis, it is no longer satisfactory to
move Fred into that position, as he awaits his retirement, or to
use young Jack as he “knows a bit about cars”. The Vehicle
Damage Assessor is the foundation upon which the business is
built, and his training is vitally important in today’s process
driven and goal orientated market.”
PW “James as we know its so often the repairer that has
to “give ground” when it comes to keeping customers / work
providers on side. In so many of these cases there have never
been any form of arbitration; you know where one could get a
defining ruling on a given point. But from what you showed me
the other day, that seems to have arrived in the form of
e-scribe. Am I reading this correctly?”
J C “e-scribe is a methodology programme that has existed
for some time, initially in book form known as Method Manuals,
but it makes for an excellent source of repair information. The
programme “e-scribe”, contains vital information of the
processes and ‘methods of repair’ required to carry out the
reinstatement of accident damaged vehicles, ensuring that the
integrity of the safety aspects of the repair are not
compromised in any way.”
PW “So, e-scribe has been put together, if that’s the
right wording, by Thatcham for bodyshops to use when compiling
estimates. Is that what it’s for?”
J C “Methodology is vital to the success of a repair and
Thatcham’s research into “Best Practise” (the recognised method
of repair) is the underpinning knowledge that is contained
within the e-scribe programme. An estimating system is not the
same as a methodology programme.”
PW “So, e-scribe carefully details out what is known as
the recognised method of repair, for individual makes and
models. As such, does this now make e-scribe rather like a
repairer’s “bible?”
J C “At this moment Peter, e-scribe doesn’t contain all
of the methodology for all of the vehicles but Thatcham are
improving it on a month by month basis. I can’t stress how
important it is for a Vehicle Damage Assessor to research his
method of repair prior to commencing the compilation of his
estimate. Where method of repair information is not yet
available through e-scribe there is the route of vehicle
manufacturers repair information that is available separately.”
P W “As we know, while repairers need to make sure that
their estimates fully cover everything involved in the repair
process, they cannot afford to fund work for which they will not
get paid. So, given a variation between say an e-scribe listed
repair and one produced on a conventional electronic estimating
system, which one will take precedence?
J C. “One of the things I come across often is where a
Vehicle Damage Assessor has omitted to include an operation
within his estimate, normally it happens through lack of
understanding, lack of training and / or lack of researching the
recognised method of repair. The technician will carry out the
operation omitted, as it is part of the process he must go
through to complete his part of the repair. In many instances
these are subject to a supplementary estimate, the compilation
of which results in more non chargeable time spent correcting
the shortfall in the original estimate. In many cases it goes
unrecognised. A “double whammy” here, as the repairer doesn’t
charge for it but the technician rectifies it. There is no
escaping the fact that the core elements of the repair need to
be researched through e-scribe, or VM’s repair information,
before compiling the estimate. Then the variations between to
two (if there are any) need to be investigated, and allowances
made in the estimate to bring it up to the requirements of the
recognised method of repair. This is where the difference will
almost certainly lie.”
PW “ You know, the more one looks into this the more
fascinating it becomes because, as I see it, e-scribe may
actually increase repair costs, given that the approved repair
method will surely take priority. Is that a fair observation?”
J C “In many instances this is correct, some costs will
increase, and e-scribe can add tangible value to the bottom line
of the repair if used correctly. In isolation it will assist but
as part of a formal process in creating an estimate, and in
negotiating those repair costs with an insurance engineer it
forms the basis of a very sound and robust argument.”
PW “James, in a discussion of this nature it’s not our
place to mention costings. However, and without giving anything
away, is it fair to say that any bodyshop using e-scribe
correctly will more that recover the cost involved?
JC “It will Peter. It will streamline the work done by
the Vehicle Damage Assessor and eliminate many of reasons for
having to compile a supplementary estimate. The gain in
efficiency alone will negate the costs involved in purchase and
training.”
PW “With so many new models continually joining the
market, is e-scribe regularly updated to take these changes into
account?”
JC “Yes it is. On a monthly basis the programme is
updated automatically over the internet. In my opinion, a very
practical and fool proof way of doing it as there is very little
room to miss the updates. Thatcham do seem to have thought this
through.”
PW “While most bodyshops will always endeavour to
maximise their estimates, is it fair to say that using e-scribe
now gives them more of an advantage? In other words, while their
estimating may have been good, this will make it even better?”
JC “Well, they do say that applied knowledge is power and
none more so than in these situations. There is only one way of
repairing a damaged vehicle, and that’s the correct way.! This
programme will assist the repairer in accessing information that
may not be, or is not, available from most estimating systems.
Once those processes are identified they will build a
financially healthier opportunity for the repairer.”
PW “ In effect, as e-scribe is really a software package
does it have a Help menu, one that is this supported by any kind
of back up support service?
JC “It does have a Help menu for those that wish to
enlist the use of it. And, in my experience of e-scribe,
Thatcham have been very helpful with any support required.”
PW “Mind you, at the risk of giving the game away, I know
you specialise in developing and delivering training for
estimators and indeed e-scribe is only part of your training
programmes. Would you like to tell us something about that
please?”
JC “Peter I have worked in the industry for 35 years now
and the last two and half decades have been spent at the sharp
end of the repair sector, dealing on a day to day basis with
‘wage hungry technicians’ and work providers seeking cost
efficient repairs. It’s never an easy task to fetch a
comfortable balance between the two, taking into consideration
the financial pressure placed upon the repairer. But I believe
that myself, and my associates, have the ability to coach, train
and work with good estimators so they may become the best there
is. We run a number of courses, ranging from an on site 1:1
session, through to classroom based ones for up 20 people. A
list of my services are included under the Estimating 4 Success
section on the Bodyshop Fellowship website.”
PW “Without doubt, to my mind e-scribe looks like being a
very powerful tool that, if used correctly, could really help
bodyshops. Most certainly we could talk about this for quite
some time, but in bringing our conversation to a close, allow me
thank you so much for your most valuable contribution. I’m sure
that very many bodyshops will have found your comments
informative and interesting. And, for those not yet committed to
e-scribe, I am placing your contact details at the bottom of
this page in the knowledge that your ‘phone should soon be
ringing. James, once again, my thanks.”
James Clifford can be contacted as follows:
Telephone 07874 297077
E-mail
clifford385@btinternet.com
So, until next month my best regards.Peter
Warrilow
The Bodyshop Fellowship
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