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 Insurance DRP Standard Operating Procedures GuideOperating Procedures Guide

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Version 7.0 Edited 04 06 04

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

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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

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Repair Facility Access

Accessing the Performance Alliance member web site

Performance Alliance members access training programs and information through www.performancecoatings.dupont.com

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 employee’s 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.

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Insurance SOP Process CTQ receives completed contract via fax or mail

Confirmation and Introduction e-mail 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 e-mail 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 .

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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

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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

Back End segment

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Printing SOPs

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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

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Saving an Electronic Copy

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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 select “Save 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.

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Printing the SOP

Back End 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 select “Print” from the drop down list. You can print the complete

document or select individual pages or

sections.

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Logging In

Go to www.performancecoatings.dupont.com

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Member login

Sample

Enter your “Member Login”

Next enter your “Password”

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

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Performance Alliance Access

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This screen is what a Performance Alliance

registered user will have

Clicking on the “members click here”

key chain will give access to all

Performance Alliance program information

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Insurance SOP Process - Access

Click on “Operations Best Practices” to

access SOPs. This action will open a

new page

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Selecting the SOP Document

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Select the function VIEW / EDIT – to review

and edit a paint SOPPRINT – to print out a

copy of the document TEST – to review the company’s 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

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Table of Contents Navigation

Sample Mutual

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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 the “Table of Contents”

button this dropdown navigation field will

appear.

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Adding or Sorting Units and Sections

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Sample Mutual

You can add a new “Unit” to the

presentation as needed by clicking on the “Add

Unit” button.

You can add a new “Section” 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 let’s

review claim “Approvals” by clicking

on that section

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Insurance SOP Default Settings

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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 or “customize” the listed

procedure

To customize a procedure click on the “Customize” 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

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Editing Default Selections

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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 facility’s

Insurance SOP

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Adding a Custom Procedure

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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 facility’s

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.

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Reset Defaults or Remove Activity

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Then click on “Save” to update the information that you want to show in the repair facility’s

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”.

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Adding an Activity

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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 various “Activities.” This identifies which Activity you are in

and how many total Activities are in the

section.

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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 the

“Procedure(s)” that should be followed for the

“Activity” you listed using the same text entry

process.

Make sure that the “Procedures” are marked as “Default”. Then click on “Save” 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

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Change Notification

** You have new changes to review ***

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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

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Change Notification

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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 on

“View Change Note”.

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Change Notification

Back End 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.

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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

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Press space bar to view answer for each question