AAMI/AP&P Autobody Repairer of the Year 2000: VIC & TAS Winner

AAMI/AP&P Autobody Repairer of the Year 2000.

The standard of all three Victoria & Tasmania State Finalists was very high this year with each shop exhibiting well-turned out customer receptions and up-to-date, spotlessly clean workshops. The judges were particularly impressed with the layout at Correct Accident Repair, the reception area at Montague Body Repairs and the market knowledge and staff management at Marque Motor Body Repairs. Marque won out in the end because of a combination of smart business, forward-thinking and a highly impressive understanding of the forces shaping the industry.

State Winner: Marque Motor Body Repairs

Marque Motor Body Repairs was the inaugural national winner of what was then called the AAMI/AP&P Panel Beater of the Year Award in 1996. At the time the shop was criticised by many in the industry for over-presenting itself. "We were laughed at in some quarters for wearing ties for instance," says Kevin Robinson, dealer principal. Times have changed and now the Mercedes-approved repairer is seen as a benchmark shop in Victoria and throughout Australia. "Now, that little piece of cloth hanging around your neck is a very powerful piece of equipment, especially with prestige clients," says Kevin.

The company's attitude to presentation has been replicated by many in the industry and it is a tribute to the management attitude at Marque that it is able to win this award again, four years down the track, and with levels of competition at a higher level than ever.

Financial controller Michael Crawford is very switched on to the changing demands of the repair industry and has successfully foreseen and planned for any trends likely to affect how business is done. "We see the most important issue as setting up strategic partnerships with major work providers. We have a transparent process in that we want insurers to be able to walk into our shop and see just what we are doing. We already self-assess and self-audit and we are waiting for the insurance industry to come on board in terms of e-commerce."

The shop uses the Body Shop Management system in conjunction with Auto Quote. "We're about as much e-commerce as the industry will allow," says Michael.

He adds that if his business is to continue growing, it will have to continue to become more efficient. "We are structured to handle high volumes and we are waiting for the work providers to give us the volumes we can deal with. That will only come through consolidation in the insurance industry. Insurers are looking for high volume, quick turnover and within two years we should be operating at capacity. [At present Michael estimates the shop is at between 40 and 50 per cent capacity.]" Marque increased turnover by 13 per cent last year, by 30 per cent in the previous period and expects to see a 10 per cent growth this year.

Possible developments in the Staff management is a high priority at Marque -- the shop currently employs seven apprentices with two more planned for the new year. Each one starts as a detailer so they can gain a rounded view of the repair and customer service process. "They are our future growth," says Michael. The company runs an incentive-based, claimed hours system and although the shop is down six techs on last year, produced 13 per cent more volume. Quality is maintained at a high level as technicians have to work on vehicles in their own time if they are returned.

Kevin, Michael and co-director, Silvio Assetta, assumed a leadership position in the Australian repair industry with the opening of their shop four years ago. As the years have gone by, that position has been continually confirmed and their understanding of the forces shaping the industry mean suppliers, motor manufacturers and other bodyshops still look to them as leaders in their field.

Who: Silvio Assetta, refinish technical advisor, Michael Crawford,
financial controller, Kevin Robinson, dealer principal

What: 3250 sq m site, 1100 sq m workshop
23 employees
200 cars repaired/month

Where: Hallam, Melbourne

When: since 1996

Highly commended: Correct Accident Repairs

Neil Wrigley has spent $1 million in the past 12 months on his new state-of-the-art facility in North Melbourne. Located in a 1920s former electrical warehouse, Neil has gutted the interior and added a suite of plush offices and a well-designed and clean workshop. Each area of the workshop is separated by eight-foot dividing walls carrying all the services necessary for repair work including water, air and electricity. The walls came about as a result of the need to keep the existing roof supports and are an example of clever workshop planning. Mobility around the workshop is maintained despite the walls, due to a generous space allowance for the clearway.

Estimates are able to be carried out undercover in a clean environment separated from the workshop by a set of doors, and from the reception by a glass wall. Cars are driven into the workshop from the undercover entrance and flow around the shop in a clockwise direction, with the spray booths and detailing/wash area next to the workshop exit.

It is evident from the investment levels at Correct that Neil believes in the repair industry. "I'm not frightened to spend a dollar. I tell you, $1 million is a lot of commitment -- I could easily have gone fishing!" Fifty per cent of the work at Correct is generated through self-insured fleets but Neil has a sensible approach to doing business with insurance companies: "Insurers and repairers need each other. We can't afford to have confrontations with insurers; there are ways to settle things without resorting to that."

The new shop (opened in March 1999) has doubled the floorspace of Neil's old premises and increased workshop space by 70 per cent. Neil aims to become a high volume, low margin repairer and to that end plans to expand his business beyond the two shops he owns (he also operates Melbourne Panel Repairs).

Highly commended: Montague Body Repairs

The management at Montague Body Repairs wanted to move away from the traditional image of the repair shop when they planned this purpose-built facility in Moorabin. The excellent reception area and well-presented shopfront prove they were successful. Perhaps the best presented reception area in the State Finals, a light and airy entrance hall with reception desk leads into a separate and very comfortable seating area with desks for filling out forms, a television and large potted plants. "We tried to do something different," says director Patricia Philios. "We went for a very presentable panel shop to make the customer feel comfortable and move well away from the traditional dusty image. It is good for the people who work here too."

The workshop is well set out and was designed after consultation with suppliers and people in the trade. Dust extraction throughout the shop combined with a thinners recycling system means the shop is one of the most environmentally-sound facilities in Victoria. The workshop area is clean and well-ordered and two state-of-the-art CMC booths and a double prep/infra-red bay complete the Run by the Philios family, who have kept their other shop in Elwood, the new shop is only 13 months old. Customer service is the focus at Montague, which has 15 courtesy cars and a full-time detailer. "We pride ourselves on our customer service, we believe it's the most important thing, you can never give enough of it," says Patricia.

Forward thinking has led the management to try and introduce a two-shift system in the shop, however staff have not been keen on the idea. At the time of judging, the business was waiting for confirmation of Quality Assurance and Patricia anticipated an improvement in workshop manageability. High standards have their price however -- the business has started some 40 technicians on a trial basis since the new shop opened but only three have been able to meet the stringent quality demands of the company.