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Table of Contents Insurance SOP Segments Online Insurance SOP overview Printing SOPs Editing an Insurance SOP online Change Notification process Insurance.

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Presentation on theme: "Table of Contents Insurance SOP Segments Online Insurance SOP overview Printing SOPs Editing an Insurance SOP online Change Notification process Insurance."— Presentation transcript:

1 Table of Contents Insurance SOP Segments Online Insurance SOP overview Printing SOPs Editing an Insurance SOP online Change Notification process Insurance SOP review exercise Operations Best Practices Insurance DRP Standard Operating Procedures Guide Return to Main Presentation Menu Return to Main Presentation Menu Version 7.0 Edited

2 SOP Programs within Best Practices How do Standard Operating Procedures translate into more business for collision repair facilities Improve employee efficiency Improve vehicle repair cycle times Improve employee retention Improve Insurance Industry relationships Improve vendor relationships Improve customer satisfaction indexes Increase market share Next Back Table of Contents

3 SOP Programs within Best Practices Standard Operating Procedures for both Insurance DRP programs and Refinishing departments have been converted to an online database All Standard Operating Procedure programs will now be edited from the Performance Alliance Operations Best Practices Database All information is available 24 hours a day, 7 days a week DPC representatives have the ability to view and edit programs for all repair facilities within their region Process is condensed. Once reviewed and edited, the program is ready to use immediately Paint SOP programs will continue to be packaged onto a CD presentation with a printable version, a universal / non-customized pre-test and a Product Usage Guide Insurance SOP programs are only available online to ensure the most current information is available to the user Next Back Table of Contents

4 Repair Facility Access Accessing the Performance Alliance member web site Performance Alliance members access training programs and information through Each employee at a repair facility will need to have an individual registration to performancecoatings.dupont.com Paint technicians (and Body technicians if they are involved in priming processes) for access to certification testing Estimators and office staff to access Insurance DRP programs and certification testing Repair facility program administrators to access all Performance Alliance programs and certification testing The employees DuPont Portal username needs to match to the username within the Performance Alliance web site. The recommended format is to use the first initial of their first name and full last name using all lower case letters. Next Back Table of Contents

5 Insurance SOP Process CTQ receives completed contract via fax or mail Confirmation and Introduction is returned to the Repair facility and DPC representative within 48 hours CTQ recommends using the return receipt function when sending time sensitive materials by If no confirmation is received, please call CTQ and confirm receipt of materials CTQ sets up listed DRP programs and certification tests CTQ sets up listed employees from submitted form Employee Registration Form CTQ sends welcome packet to repair facility Includes training CD for accessing and using online SOPs DPC representative or jobber does follow up contact with the repair facility within 1 week to review and answer any questions DPC representative or jobber should set up a training session if needed after follow up contact. Next Back Table of Contents

6 Insurance SOP Process CTQ recommends repair facilities have all users log in, review the program and take certification test as soon as possible Click on Print button to read the training program on screen as a print preview, or print it out for training estimators that do not have edit capability Only the repair facility administrator has access to the Print Button Use the View / Edit function as a reference to look up specific information Certification tests are formatted to review basic program information and ensure the employee has a good understanding of how to use the program Any changes or edits can then be made as the repair facility administrator reviews the program or receives new guidelines for a specific program The certification test is to ensure knowledge of how to use the program and how to access information efficiently Cycle time from start to certification completion Approximately 15 days Next Back Table of Contents

7 Insurance SOP-Change Notifications Specific program guidelines can change frequently The repair facility administrator will monitor program changes and update or edit information as needed, based on local requirements Change Notifications will be sent to each user (employee) on the system from CTQ When updates are added within the Operations Best Practices system When an insurer modifies a DRP program that effects all users Each user (employee) then reviews the change notification and acknowledges that they have reviewed the information BackEnd segment Table of Contents

8 Printing SOPs Next Back The PRINT function is given to any user that has Editing capability. BEST PRACTICE We recommend printing off the complete, unedited version prior to starting any edits. The repair facility administrator should make a backup copy and can use the printed version to make any process selections or other required changes. Then enter those process changes into the online version. Click on the PRINT button to start creating a printable document Table of Contents

9 Saving an Electronic Copy Back Next The document will take several seconds to create. It will open in a preview page. You have an option to print the document or save it to an electronic file. To save an electronic copy of the document First click on File in the toolbar. Then selectSave As from the drop down list. You will then need to verify the file name and select where to place the electronic file. The file will be saved as a html document. Table of Contents

10 Printing the SOP BackEnd segment Printing a copy of the SOP document to make notes and tag selections is an effective way to quickly review the complete program. Any edits then should be entered into the online version. To print the document First click on File in the toolbar. Then selectPrint from the drop down list. You can print the complete document or select individual pages or sections. Table of Contents

11 Logging In Go to Next Back Member login Sample Enter your Member Login Next enter yourPassword Now click on GO to enter the DuPont Performance Coatings web site If you have not already registered, click on REGISTER to complete your web site registration Table of Contents

12 Performance Alliance Access Next Back This screen is what a Performance Alliance registered user will have Clicking on themembers click here key chain will give access to all Performance Alliance program information Table of Contents

13 Insurance SOP Process - Access Click on Operations Best Practices to access SOPs. This action will open a new page Next Back Table of Contents

14 Selecting the SOP Document Next Back Select the function VIEW / EDIT – to review and edit a paint SOP PRINT – to print out a copy of the document TEST – to review the companys online test When you click on the desired SOP category, a drop down list of available programs will appear Now click on VIEW / EDIT to access the document and start reviewing a specific SOP Table of Contents

15 Table of Contents Navigation Sample Mutual Next Back Using the Table of Contents button is the most efficient way to navigate to a Unit or Section in the program. Selecting a specific unit will expand it to show all of the sections available within the Unit. Click on Initial Claims Processing now When you click on theTable of Contents button this dropdown navigation field will appear. Table of Contents

16 Adding or Sorting Units and Sections Next Back Sample Mutual You can add a newUnit to the presentation as needed by clicking on the Add Unit button. You can add a newSection within a Unit as needed by clicking on the Add New Section button. You can resort the order of the sections as needed by clicking on the Re-Sort Sections button. To view the information within a Section click on the name of the section. Now lets review claimApprovals by clicking on that section Table of Contents

17 Insurance SOP Default Settings Next Back Sample Mutual Insurance SOPs are set up showing only the default Procedure for the Activity listed. As the repair facility administrator reviews the program he or she may want to change orcustomize the listed procedure To customize a procedure click on theCustomize button to open a new editable screen The navigation buttons at the bottom of the Activity pages allow to move forward or backward to additional Activity screens Table of Contents

18 Editing Default Selections Next Back The Customize Activity screen allows you to review and select or deselect additional preset Procedure options To add a Procedure to the SOP, click on the selection box in front of the Procedure and add a check mark. To remove a Procedure from the presentation, click on the selection box in front of the Procedure and remove the check mark. Then click on Save to update the information that you want to show in the repair facilitys Insurance SOP Table of Contents

19 Adding a Custom Procedure Next Back The Customize Activity screen also allows you to enter additional Custom Procedure options To add a Custom Procedure to the SOP, click on the selection box in front of Include Custom Procedure to add the check mark. Either copy and paste information into the text box or type in the text you want to use in the SOP Procedure. You can also add more detail by entering How and/or Why text information using the same process Then click on Save to update the information that you want to show in the repair facilitys Insurance SOP Claimants are required to arrange for payment in full prior to releasing vehicle. Verify the claimant has received the original and any supplemental payments 24 hours before delivery. Claimants often assume the repair facility is being paid directly by the insurance company. Table of Contents

20 Reset Defaults or Remove Activity Next Back Then click on Save to update the information that you want to show in the repair facilitys Insurance SOP You can reset the default settings by clicking on the check box next to Use Default Procedures. You can show an Activity as Not Applicable by clicking on the check box next to This Activity is Not Applicable. Table of Contents

21 Adding an Activity Next Back Sample Mutual To add an Activity to the SOP, click on the Add Activity button. This will allow you to add additional information to the Section you are in. Each Section has a navigation button to quickly access variousActivities. This identifies which Activity you are in and how many total Activities are in the section. Table of Contents

22 Entering Text to a New Activity Back The Add Activity screen allows you to either copy and paste information into the text boxes or type in the text you want to use in the SOP Procedure. You can also add more detail by entering How and/or Why text information using the same process First enter the question or statement in the Activity text box. This should define the Action to be taken. Next enter theProcedure(s) that should be followed for theActivity you listed using the same text entry process. Make sure that theProcedures are marked as Default. Then click onSave to add the Activity to the SOP How to handle non-drivable vehicle approvals. The vehicle owner will need to sign a repair authorization. By a fax copy or in person Requires both owner and ins approval End segment Table of Contents

23 Change Notification *** You have new changes to review *** Next Back The Change Notification screen allows you to review new information or changes to a specific SOP program that have been implemented by Committed to Quality. To access, click on You Have new changes to review or on Change Notification from the side bar list Table of Contents

24 Change Notification Next Back The information is automatically added or changed in the specific SOP program it is related to. Change Notification is a tool to help employees stay current on program updates or changes. The date the change was implemented and the Document (SOP) name are shown. A separate notice will be listed for each document that has been edited. We recommend that employees regularly check this area for new program information. To review a specific change, click onView Change Note. Table of Contents

25 Change Notification BackEnd segment Sample Mutual The Change Log identifies: * the SOP Document * the Date implemented * the Summary shows the section of the document impacted * the Discussion is a brief review of the change. After reviewing the information click on Mark As Read. This will remove the change notice from your list. Each employee registered in the Performance Alliance program will see Change Notifications. Table of Contents

26 Review Exercise–Insurance SOPs How many Insurance DRP SOP templates are included with the Performance Alliance contract A. 3 for each company location B. 4 for each company location C. 5 for each company location D. Any that the repair facility has DRP agreements with. Shop must customize the Insurance DRP SOP before taking the online test. A. True B. False The Repair Facility can choose between a paper test or an online test. A. True B. False Back False, the insurance DRP certification tests are designed to verify an employees basic DRP knowledge and how to use the online program to look up information. Tests should be taken before the templates are edited by the shop administrator. B. 4 Insurance DRP SOP templates for each paid company location are included. Additional templates can be purchased separately False, Insurance DRP SOP certification tests are only available online. End presentation Table of Contents Press space bar to view answer for each question


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