Ray Iversen has turned tragedy to triumph at Trend Smash Repairs in Rocklea. When the workshop was submerged in 2.2metres of floodwaters which left behind mud which took three days to clear, Iverson took the opportunity to radically redesign the business.
Iversen is a member of AkzoNobel’s Acoat Selected program. Before the December 2010 flood he had visited the US and seen the company’s Process Centred Environment (PCE) principles in action in shops there and been impressed with the outcome.
Since adopting the PCE system Trend has increased turnover by 20 per cent. Its staff of four panel beaters (including an apprentice), three painters, two detailers, a foreman and a manager repair around 43 cars a week.
There was no magic wand to achieve this impressive result. It meant a radically different way of working for staff and not everyone welcomed the change. Iversen had to convince his manager Paul Griffin and then together they brought the rest of the team on board, but it took around three months for everyone to believe in it.
Factors which slow down cycle times have virtually been eradicated. There is no stop/start on a repair. The same tradesman disassembles and reassembles the car, which makes it in their interest to have no parts missing. Every part that comes in is mirror matched to ensure compatibility.
Trend invested in the first side-loading rail booth in Australia.The Masterbooth system works extremely efficiently for Trend, with a time of eight hours from first-up priming to wash bay. One of the business’ sustainability strategies was switching to waterborne paint.
The dramatic decrease in cycle times – and we’re talking up to two days – has hardly gone unnoticed by the insurance companies. RACQ is particularly delighted with the savings on hire car costs as well as getting happy customers back in their cars more quickly.
The shop has a smart facade, pleasant reception and a clean but plain workshop – its looks belie the exciting innovations that have taken place inside. Trend is a prime example of putting theory into practice, applying some extra common sense and reaping the rewards.