The Bodyshop Operations Manual contains over 300 pages of valuable information that will allow bodyshop owners and managers to run their organizations better. The complete manual is available here to download.
All aspects of sales, estimating, administration and production are thoroughly addressed, and insightful techniques to standardize systems within the shop facility are outlined in detail. In addition, the manual contains numerous administrative forms to ease and regulate the information flow in, through and out of the shop, from estimate worksheets and scheduling flow charts to final detail checklists. Most significantly, Version 4.0 offers body shop operators and owners management tools for establishing benchmarks and measurable performance criteria. If your organization needs systems and procedures, you’ll find them here.
The software version of the operations manual will give you the ability to customize the entire manual to suit your needs by editing the files in their native format, Microsoft Word™. By downloading the file and placing it on your computer’s hard drive, you can open, edit, copy, cut, paste and print using the worlds most popular word processing program, Microsoft Word™. We also include a PDF version for viewing on any device without the need for Microsoft Word. Avoid wasting hours of time developing your own policies, procedures, and management guidelines when you can get them all right here, ready to go.
Table of Contents
1 Business Principles & Management Roles 9
Staffing Organization & Structure. 10
Building Company Culture on Core Values. 15
Recruiting & Retaining Staff 18
Qualities of a Successful Manager 28
2 Bodyshop Sales & Estimating 29
Key Points in Bodyshop Marketing. 30
Developing a Company Image. 36
Developing a Company Sales Philosophy. 40
The Estimate Closing Ratio. 46
The Sales Process — Sample Sales Scripts. 50
Characteristics of Effective Salespeople. 58
Building a Better Estimate. 61
Negotiating an Agreed Price. 69
Reselling the Job. 73
Consumer Relations. 76
3 Bodyshop Administration 79
The Daily Release Meeting – A Must for a Well-Run Shop. 80
Processing an Order – Administrative Steps from Start to Finish. 84
Filing Procedures & Paper Flow. 91
Scheduling Work Flow. 97
Parts Procedures – Maximizing Organization & Profitability. 104
Materials – Ordering & Inventory Procedures. 110
Supplemental Billing Procedures. 113
Establishing Parts/Sublet Vendor Guidelines. 118
Outside Vendor Request for Bid. 122
4 Bodyshop Production 126
Reviewing the Job Before the Repairs Begin. 127
Metal Shop Procedures. 129
Metal Technician’s Mobile Tool Cart & Tool Inventory. 136
Metal Technician’s Materials Inventory. 138
Paint Shop Procedures. 140
Painter’s Prep Cart & Inventory. 148
Detailing Procedures. 150
Tips & Techniques for the Production Department 158
5 Benchmarks & Performance Measurement 163
The Effects of Performance Measurement 164
Job Costing – Managing by the Numbers. 166
Profit Benchmarks – Where Should You Be?. 174
Establishing Your Facility’s Production Potential 179
Keeping Score with the Sales/Production Chart 185
Calculating Employee Labor Efficiency. 190
Hourly vs Flat Rate Comparison. 194
Understanding Gross Profit per Hour 197
6 Shop Policies & Job Descriptions 200
Sample Employee Policy Handbook. 201
Bonus Point Attendance System.. 220
Shop Safety Policies. 223
General Manager Job Description. 240
Sales Manager — Estimator Job Description. 249
Office Manager Job Description. 252
Receptionist — Customer Service Job Description. 256
Administrative Responsibilities. 260
Production Manager Job Description. 266
Parts Manager Job Description. 270
Metal Technician Job Description. 273
Refinish Technician Job Description. 275
Detail Technician Job Description. 277
Custodian/ Maintenance Person Job Description. 280
Pay Scale Definitions. 282
7 Bodyshop Forms 286
Management Forms
General Manager’s Checklist 288
Employment Application. 289
Interview Analysis Form.. 293
Employee Performance Review. 294
Company Pricing Schedule. 295
Sales & Estimating Forms
Customer Information Form.. 298
Estimate Worksheet 299
Sales Department Incentive Contract 300
Bodyshop Administration Forms
Administrative Accountability Checklist 301
Job File Jacket Template – Standard. 302
Job File Jacket Template – Job Costing. 303
Return Parts — Credit Memo. 304
Supplemental Billing Report 305
Material Order Form.. 306
Payroll Adjustment Form.. 307
Time-Off Request Form.. 308
Absense Report 309
Bonus Points Redemption Form.. 310
Corrections Checklist 311
Scheduling Flow Chart 312
Production Department Forms
Labor Control Card. 313
Labor Log Summary. 314
Final Detail Checklist 315
Technician Incentive Contract Overview. 316
Technician Incentive Contract 317
Production Department Incentive Contract 318
Computer Management Systems Comparison. 319
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