Tag: KPI



Process Stability

Just Say No to More WIP!

I have been in the collision repair industry for over 35 years now and I have never seen shops so busy while making less money,

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CSI Scores and Customer Experience
Customer Sustainability

Why A Good CSI Score May Limit Growth

I find that most shop leaders are overconfident in their ability to deliver an exceptional customer experience. Does this sound familiar? Are you unsure whether

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Keeping Score
Cultural Health

Keeping Score

Make it a game. In the popular 1980’s book, The Game of Work, author Charles Coonradt wrote, “People will pay for the privilege of working harder

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