Volume 14, Issue 6 - November/December 2012
ased on customer surveys gathered from more than 50 percent of the claim services Lynx dispatches in auto glass. Likewise, warranty scores will be based on the total number of customer warranty complaints from dispatched work when compared to the total number of claims invoiced during the same evaluation period. Scoring based on these KPIs will help shops achieve the distinguished performer designation. This scoring will be available on Lynxs’s Metryx database.
“The performance of any one company may change over time. For example, today’s distinguished performer may not sustain a distinguished level of performance or commitment to customers. Likewise, program participants may improve their results over time, qualifying them for the distinguished performer designation. In short, the distinguished performer designation is one that must be continually demonstrated,” said a statement from Lynx.
“The model has been in the market now for quite some time; we are simply extending the benefits of that model,” Chris Umble, vice president of strategic initiatives, told AGRR™ magazine. “We will always continue to honor customer choice; when the customer asks for assistance in the recommendation of a shop we are able to offer a shop that’s best in class. What it does is reward with opportunity of referral the companies that have invested in training to earn that best in class performance.”
According to Umble, the new program offers incentives for distinguished performers.
“[The program] intention is to provide a constant motivation for shops to focus on the customer and best in class practices,” he says. “One of the questions that we have had posed [to us] is ‘why should I invest in the AGRSS standard? … This is an answer to that. This says if you are a best-in-class provider, you will have more opportunity for referral. We believe that’s healthy for the industry and positive for customers. Therefore it was believed it is for the general best interest of the industry and public.”
Shops will be evaluated quarterly, allowing for improvement of scores. Assessment periods will last for two consecutive calendar quarters; at this time, companies may receive a potential change to the distinguished performance level.
Repair shops will see a different effect from the change.
According to company officials, “The repair-only participants in the Lynx Services participants glass program will continue to be measured in a very similar manner to replacement companies. For repairs, performance statistics will continue to emphasize the rate at which a repair company minimizes conversion of repair dispatches to replacements. Although the logic is in place, the repair KPI results will not be made available online to be viewed by participants.”
The second change to the agreement concerns participants’ use of felons on jobs. The new amendment restricts participants from knowingly permitting any employees who are convicted felons or could pose a risk to others, from completing work on jobs in accordance with the agreement. All participants, employees and permitted contractors are required to meet background check criteria.
The final change to the agreement requires the participant to provide
to Safelite a certificate of insurance, which designates Safelite Solutions
as a certificate holder. The certificate is required to be updated when
renewed or if there is a change in coverage. Safelite is requiring that
they are notified 30 days in advance, “should any coverage by cancelled
or revoked for any reason.”
Guardian Automotive Products Opens Charlotte Distribution Center Guardian
Automotive Products opened a new distribution center in Charlotte, N.C.
This is the third distribution facility to open within the last year.
The center will stock more than 5,000 different parts including windshields,
side lites, backlites and installation supplies. The 20,000-square-foot
facility will service Charlotte as well other parts of North and South
Carolina. “Our goal is to grow a nationwide automotive distribution network,”
says Scott Billings, director of distribution operations for Guardian
Automotive. “Charlotte is our 13th distribution center and fills a void
for us in the Southeast. We’re excited about our growth opportunities
“We are proud that our GreenShield recycling program continues to represent the highest industry standards. It was very important for us to work with a partner such as UL Environment, a leading environmental claims company, to help set high standards for the auto glass recycling industry and deliver assurance for our recycling promise,” says Robert Rosenfield, CEO of JN Phillips Auto Glass.
According to the company, Greenshield has prevented five million pounds
of glass and plastic from being dumped in a landfill.
AGRR™ Magazine Releases New Tablet Apps
“We are delighted to have the opportunity to present our publication in yet another enhanced format for our readers,” says Debra Levy, publisher of the magazine. “Now the free App is available for smartphones and tablets, and we wanted the most recent issue to demonstrate just a sampling of the enhanced media and news efforts readers can expect from AGRR.”
“AGRR has had digital editions available for the auto glass industry starting back in 2007,” adds Holly Biller, vice president of media services for AGRR. “We’ve come a long way in that time and have continually raised the bar to provide the news in every medium our readers request it. The app unveils the next level of what we can provide to our readers and advertisers.”
To download the app, simply search for AGRR magazine.