Volume 14, Issue 6 - November/December 2012

AGR Reports
breaking news

Lynx Services Amends Contract Services Agreement

Pittsburgh-based Lynx Services has amended its contract services agreement effective September 12. The most notable addition to the agreement is the availability of online scorecard access for shops. These scorecards will provide auto glass shops with performance records based on a variety of factors called key performance indicators (KPIs). KPIs will include a customer service index (CSI) and warranty frequency/performance. Lynx officials claim CSI scoring will be b

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.”

Safelite Releases Addendum to Network Participation Agreement
Safelite has added an addendum to the company’s network participation agreement. The addendum features three changes. The first change requires participants to comply with insurance and fleet company’s program requirements or marketing guidelines, including only using trademarks, logos and other intellectual property when authorized. In addition, the amendment restricts participants from offering anything of value to insurance agents or personnel in return for referral work.

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 here.”
www.guardian.com/Guardian Automotive

JN Phillips Windshield Recycling Program Validated by UL Environment Greenshield, the windshield recycling program from JN Phillips Auto Glass in Woburn, Mass., has renewed its verification as a “Validated Auto Glass Reclamation Program” by Underwriters Laboratories (UL) Environment. The program was originally validated in 2011. UL Environment audits the company with inspections and reviews of documentation.

“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
AGRR™ magazine, published by Key Communications Inc., has released its first mobile application into Google Play (previously called the Android marketplace) and Apple-owned App Store. The app delivers the current issue of AGRR magazine to iPad, iPhone and Android devices.

“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.

The PipeKnife Co. has purchased the exclusive marketing and selling rights to the Reid auto glass tool line from White River Knife. PipeKnife began order entry, shipping and customer support services in early September. www.pipeknife.com … Auto glass manufacturer Pilkington has been notified of Indiana Occupational Safety and Health Administration (OSHA) safety violations. The company was fined $150,000 for six violations at the end of July and in August fined $453,000 for additional violations. “The Shelbyville, Ind., plant was inspected by IOSHA in March 2012. IOSHA issued certain safety related citations relating to this inspection, some of which were corrected immediately. The remaining citations raised by the IOSHA inspectors are being evaluated for opportunities to enhance existing programs in line with our constant desire and push for continuous improvement in the safety of our workplaces,” read a statement by Pilkington.

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