The Assured Performance Network (APN) has developed a comprehensive Certification and body shop business development program for collision repair businesses. The objective is to provide a business development and certification process for body shops based upon a new and innovative “Collision Care” business and service model. The model is designed to identify body shops that are able to repair the top auto manufactured new model vehicles to manufacturers’ specifications.
The operating standards for Assured Performance Collision Care includes: Business Requirements, Customer Service, Technical Capability, and Regulatory Compliance. To become Certified, a body shop must demonstrate compliance with all of the Certification standards before the shop will be promoted to consumers by Assured Performance and others as being a “Certified Collision Care Provider.”
The Assured Performance Certification is a development process with a prize at the end. The applying shop must provide indepth detail about their business and upload proof of compliance with each certifying standard. Proof of compliance is in the form of photos and supporting documentation. It is their responsibility to illustrate proof. Then, the information they supplied is verified with a physical onsite inspection. Verifying that a shop meets all of these standards is where you come in. Your job is to walk through the shop and ensure all of the photos and other proof are correct and the shop is in compliance.
You are a Program and Company Ambassador
The on-site inspection is a critical component of the certification process. As such, inspectors must be reasonably knowledgeable in shop operations and the tools and equipment they use. Shops are opening their doors to you and they are allowing you into their business and lives. This is a trusted position and you should treat it as such. Beyond your role as an inspector, you are representing Assured Performance and all of those associated with the Certification program. You are operating as a program ambassador and expert. Inspectors must be courteous, knowledgeable, and professional at all times during any interactions with the management team and staff members of the candidate shop. You must dress the part and act the part. Your time should be efficient and effective.
BEFORE YOU VISIT
It is always a good idea to call ahead at least 1 day before any shop inspection. Make sure that the shop owner/manager is clear on the date and time you agreed upon for the inspection. Confirm that you will be there at the agreed-upon time. Also confirm that they received a call from their Assured Performance account manager and that the account manager reminded them about the documentation they will need to have ready for you at the time of inspection. If they did not receive a call from their account manager, please call Assured Performance at to ensure that the account manager reviews the documentation list with them. If the shop needs to reschedule the inspection, please call Assured Performance and notify the Account Manager that the inspection date and time has been changed.
INSPECTOR DRESS RECOMMENDATIONS
In the interest of projecting the highest level of professionalism and keeping our inspectors safe and comfortable while conducting an inspection, Assured Performance recommends the following dress code. Please review carefully before you report for an inspection:
- Clean, neatly-pressed dress shirts, free of stains, rips, tears, and wrinkles
- Clean white undershirts are recommended
- Tucked in
- NO T-shirts, tank tops, or shirts with other company logos
- Khaki, Navy blue, or black slacks
- Clean, neatly-pressed, free of stains, rips, tears and wrinkles
- NO jeans, athletic pants, or shorts
- Dress shoes with dark socks
- Non-slip sole is recommended
- NO open-toes shoes, athletic shoes, flip-flops, or shoes with a heel higher than 1"
BEFORE YOU GET STARTED
APPROACHING THE SHOP
When you first arrive at the shop, please enter through the office area. Introduce yourself to the shop owner or the manager. You can say something like: “Hello, my name is ______________. I’m here to perform the on-site inspection for your Assured Performance certification.”
While you are in the office, collect all the required documents in the Office Area section of your handbook, answer the Office Area verification questions, and obtain the photos required in same section.
OUTSIDE THE BUILDING
When you are finished in the Office Area, let the shop owner or manager know that you will be taking photos of and answering verification questions about the outside of the building. Complete the Outside the Building section of your Inspector’s Manual by answering the verification questions and by obtaining the required photos.
Return to the shop and ask permission to enter the work area. The shop owner/manager may choose to accompany you or they may not. Locate the paint booth and paint prep areas. Answer the verification questions and obtain the required photos in the Paint Area section of your Inspector’s Manual.
INSIDE THE SHOP
It is important to remember that the layout of the work area will vary from shop to shop. You may choose to approach collecting the documents, verification answers, and photos in a different order than that in which they appear in the Inside the Shop section of your Inspector’s manual. The shop owner/manager may choose to accompany you through the shop or they may not. Please make sure that all questions are answered and documents/photos in this section are collected, regardless of the order in which you fulfill them.
HAZARDOUS WASTE & SAFETY STATIONS
If you cannot locate the hazardous waste disposal area or the shop’s safety stations, please ask the shop owner or manager to assist you in finding these areas. Once there, answer the verification questions and obtain the photos required in the Hazardous Waste and Safety Stations section of your Inspector’s Manual.
BEFORE YOU LEAVE
Before you leave the shop, please be sure to thank the shop owner/manager for their time and assistance and let them know that if they have any questions regarding the processing of their certification that they can contact their Assured Performance account manager at 949-221-0010. Remember- you are the face of our certification program- leave a positive impression!