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INSPECTOR MANUAL

I. OVERVIEW

The Assured Performance Network (APN) has developed a comprehensive and exciting new program for collision repair businesses. The objective is to provide a business development and certification process for body shops based upon a new and innovative “Collision Care” business and service model. The certification process is designed to identify body shops that are able to repair the top OEM’s new model vehicles to manufacturers’ specifications.

The operating standards for Assured Performance Collision Care includes: Business Requirements, Customer Service, Technical Capability, and Regulatory Compliance. To become certified, a body shop must demonstrate compliance with all of the certification standards before the shop will be promoted to consumers by Assured Performance, vehicle OEMs, and others as being a “Certified Collision Care Provider."

The applying shop must provide in-depth detail about their business and upload proof of compliance with each certifying standard. Proof of compliance is in the form of photos and supporting documentation. It is the shop’s responsibility to provide proof. Then, the information they supplied is verified with a physical onsite inspection. Verifying that a shop meets all of these standards is where you come in. Your job is to walk through the shop and ensure all of the photos and other proof are accurate and that the shop is in compliance.

You are a Program and Company Ambassador

The on-site inspection is a critical component of the Certification process. As such, inspectors must be reasonably knowledgeable in shop operations and the tools and equipment they use. Shops are opening their doors to you and they are allowing you into their business and lives. This is a trusted position and you should treat it as such.

Beyond your role as an inspector, you are representing Assured Performance and all of those associated with the certification program. Inspectors must be courteous, knowledgeable, and professional at all times during any interactions with the management team and staff members of the candidate shop. You must dress and act the part. Your time should be efficient and effective.

This Inspector's Guide provides a detailed look at each standard and outlines a logical approach to conducting the inspection.

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II. BASIC REQUIREMENTS

A. Inspector Appearance and Proper Attire

1. General:

a) Professional business attire is required.b) Clothing must be clean, neatly pressed, and free of stains, rips, tears.

2. Shirts:

a) Dress shirts or Polo shirts are recommended.

(1) Shirts must be tucked in.(2) All shirts must have collars.(3) No t-shirts, tank tops, collar-less shirts, or shirts with logos.

3. Pants:

a) Khaki, navy blue, or black slacks (recommended).b) No blue jeans, athletic pants or shorts.

4. Shoes:

a) Non-slip dress or work shoes are recommended.b) No open-toed shoes, athletic shoes, flip-flops, sandals.

5. Outerwear:

a) No sweatshirts, logo wear, blue denim jackets.

As a courtesy to our inspectors, we are offering Assured Performance Network embroidered Lands’ End button-down dress shirts at a cost of $40.00. Call Assured Performance at 949-221-0010, ext. 227 for more information.

B. Communication

1. Pre-inspection

a) Advance notification and appropriate shop authorizations are required before all certification visits. b) All on-site visits must be scheduled in advance.

(1) Inspectors should schedule all evaluation visits at least 24 hours in advance. (2) With the permission of the manager or owner, an inspector may schedule the certification inspection to coincide with a previously arranged appointment to conduct a damage appraisal.

2. Call the shop and introduce yourself

3. State purpose of visit

a) You are completing the evaluation and validation process only. Make shop management aware that you do not grant certification. b) Make it clear that you are calling on behalf of Assured Performance. c) Make the key contact aware that the onsite inspection typically takes two hours or less. d) Let them know that preparation on their part will make the inspection go more quickly. e) Mention that you are calling to schedule the on-site inspection that is part of the certification process in which they recently enrolled.

4. Always provide business card and contact information

Section II Notes:

The inspector must identify and communicate effectively with the key staff members including the shop owner or manager.

Inform the contact that your role is to evaluate the shop’s compliance with Certification standards. Final approval will be granted by Assured Performance after a thorough review of the submitted report. While the inspector provides valuable input, final approval is not the responsibility of the inspector.

Be sure to provide the shop management with your contact information. Business cards should alwaysbe presented to the key contacts at the shop.

C. Required Equipment

1. Digital Camera

a) Minimum of 2.8 MP with flash

2. Laptop or Desktop PC with Web Access and printer3. Document Scanner4. FAX Machine5. Personal Protective Equipment (suggested):

a) Safety Glassesb) Disposable Hearing Protection (IE: Foam ear plugs)

The inspector should have access to all of the items listed above. While not required at many shops, some facilities restrict entry into workshop areas unless the visitor is wearing adequate Personal Protective Equipment, especially safety glasses and hearing protection. It is the inspector’s responsibility to identify any areas that are considered hazardous and take appropriate safety precautions. Personal safety is the responsibility of the inspector.

Aside from the listed equipment, the inspector should also bring:

• A blank copy of the Certification Checklist. • A printed copy of the Certification Check List provided by the shop (when available). • A printed copy of the Inspection Checklist.

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III. ADVANCE PREPARATION

A. Accessing the Inspector’s web portal

1. Downloading the assignment

2. Changing the Inspection Date

DOWNLOADING AN ASSIGNMENT

To Sign In:

1. Go to inspection.certifymyshop.com

2. Select the “Inspector” option at the top in the log-in box.

3. Enter your username and password. If you do not have a username and password, contact Assured Performance at 949-221-0010 ext. 227.

4. Click “Login.”

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This will bring up your “Assigned Inspections” page. Here you will see a grid showing all of your assigned inspections. Double click an Inspection to review the details.

CHANGING THE INSPECTION DATE

Every effort should be made to complete the assignment on the date scheduled and to be on site at the time promised. If, for some reason, the inspection needs to be rescheduled, follow the procedure outlined below.

1. If the shop is requesting a change within less than 72 hours of the appointment - Inform the shop that you empathize that things come up but if at all possible you would like to keep the original appointment as it is important to keep the original scheduled date for the inspection. If need be, the shop can change their inspection date to a mutually convenient time - but if they are rescheduling at the last minute, they may be charged a fee of up to $250 for rescheduling.

2. If the shop has to reschedule proceed with the following on the “Assigned Inspections” page, double click “Reschedule” in the last column on the right hand side. This will bring you to the “Reschedule Inspection” page.

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3. Click on the calendar icon to select a new inspection date.

4. Use the drop-down boxes to select a new inspection time.

5. Click the “Submit” button.

Clicking the “Submit” button will bring you back to the “Assigned Inspections” page and will automatically update the grid for you.

B. Contacting the Shop

1. Scheduling the Inspection

a) Call as soon as the assignment has been received. Inspections should be scheduled well in advance. b) Use good judgment when selecting the best day and time to call the shop. This applies to setting a date for the evaluation.

(1) Monday mornings and Friday afternoons are typically high traffic days at many shops.

c) Schedule the appointment with the key contact person or someone who they designate that has access to the documents you will need to verify the accuracy of the information that was submitted. d) Let the shop know that you will call to confirm the appointment.

C. Review the file before going on site

1. Start by opening the Certification Check list by double clicking the appropriate line on your scheduled inspections screen. This will open an Inspection Summary Screen like the one below. Note the % complete in each category – a shop that is fully prepared will show 100% in all categories.

2. If the shop has completed the Certification Check List, you should print a copy to bring with you on your visit. Do this by clicking the “Print” button in the upper right hand corner.

D. Confirming shop readiness

1. Confirm the appointment date and time

a) We recommend confirming the appointment 3 to 7 days before the scheduled inspection.b) Always confirm the day before the inspection. If an inspection is scheduled for a Monday, be sure to call early in the day on Friday to confirm.

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2. Are all required documents prepared and readily available?

a) Review and discuss the Certified Standards Check List as shown above with the Primary Contact. Double clicking any category will show the details behind each of the questions. b) Identify all “No” shop responses and discuss these with the Primary Contact. Make the contact aware that in order to be “Certified” they need to be able to answer “Yes” to all the questions.

3. Ask the shop contact person if they have copies of the required documents ready to present:

a) Business Licenseb) Training Certificatesc) CSI reports or completed CSI surveysd) Warranties, both shop and paint vendore) Proof of Insurancef) Copy of a shop-generated computerized estimateg) Sublet invoices for mechanical service and four wheel alignment service if those functions are outsourced

4. Will the primary contact be available during the inspection?

a) If not, who will assist with the evaluation?b) Make the shop aware that there are quite a few items that can be assessed without the need for shop input or assistance.

(1) Be sure to get approval from shop management before performing an unescorted inspection.

5. Inform the contact that you would like to schedule a 10 minute pre-inspection meeting with the management team. (See Section IVc for more information.)

Section III Notes:

Inspectors should place at least two appointment confirmation calls – one that is 3-7 days prior to the appointment and one the day prior. Based on the agreed appointment time, it is not bad form to call and confirm the day of the inspection as well.

If the shop has completed the Certification Check List, briefly review with the shop contact person, manager, or owner. Pay particular attention to any “No” answers and discuss these areas. If these are items that will require an additional on-site verification after the shop comes into compliance, make the shop aware that a second inspection may need to be scheduled. APN will coordinate any follow-up visit requirements.

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IV. CONDUCTING THE ON-SITE INSPECTION

A. Parking

1. Inquire about on-street parking options.2. Park your vehicle in areas:

a) Designated for staff members.b) Designated for business use.

3. DO NOT:

a) Obstruct customer access to the reception area.b) Block production areas.c) Park in any areas designated for customer parking or customer vehicle pickup and delivery.d) Park in any areas designated as “Special Needs” or for the handicapped.

B. Introductions

1. Always enter the building through the main entrance and reception area. Have business cards readily available.2. Introduce yourself to the receptionist and other front office staff.

a) Be cordial and friendly.b) State the purpose of the visit and ask to meet with the primary contact or the associate designated to assist with the inspection.

C. Pre-inspection meeting

1. Identify key staff members

a) Introduce yourself to the primary contact at the shop. b) Schedule a 10-minute pre-inspection meeting with the management team. If possible, have technicians present at the meeting.

2. Setting expectations

a) Make the staff aware of the purpose of the visit. b) Let them know that you will be in several different areas inspecting tools, equipment, and both the interior and exterior of the facility. c) Encourage questions. d) Let the staff know that this is an inspection only.

(1) The information provided will be used to assess the candidate shop’s qualifications to be certified by the program sponsor. (2) Let the key contact/shop owner know that you will conduct a brief “closing” meeting to review your findings before you depart. (3) Schedule the closing meeting time before you begin the physical inspection.

3. Safety requirements

a) Does the shop have any restricted (limited or no access) areas?

(1) Ask the primary contact if there are any areas that are “off limits” or designated as restricted entry areas. (2) Inquire about the shop’s policy about allowing visitors in the production areas.

b) Are there Protective Personal Equipment requirements while in the shop areas?

D. The On-site Inspection Process

Outlined below is a typical flow pattern for on-site inspections.

Starting the On-site Inspection

Shop layouts will vary. You may choose to approach the on-site evaluation process (data and digital image collection) in a different sequence than outlined. The order that the inspection is carried out is completely your decision.

To help expedite the inspection, the primary contact should accompany you during the evaluation. The contact can direct you to the location of certain items that need to be inspected.

Please make sure that all questions are answered and that required documents and images identified have been submitted, regardless of the order in which you inspect them.

If you have any questions, please ask the primary shop contact or a technician before submitting incorrect or incomplete data. Incomplete submissions will typically require a second inspection and will not be reimbursed by APN.

NOTE: Please check in with the office staff BEFORE starting the evaluation. This applies to taking any exterior photos.

Paper or Online Process – It’s Your Choice

If you have a laptop or tablet with available wireless or cellular Internet connectivity, you may choose to conduct the inspection online as you walk through the shop. Alternately, you may print the shop’s submitted Certification Checklist prior to your visit, and use the paper form as your worksheet for doing the inspection.

Scanned documents and digital images are a key component of the certification process. Please ensure that all submitted documents are clearly readable and that file sizes do not exceed 2 MB per document. If you have image files that are larger than 2 MB, please use any image editing software that you prefer to edit the images to 2 MB or smaller in size.

Whether you are working off the printed checklist or doing the inspection online – you will need to adhere to the following process when you enter the information:

1. Question - This is the numbered certification standard or criterion that you are inspecting for. Please check the appropriate box next to the question.

2. Documentation and/or Action Required - Immediately below the question you will see what actions are required. A checked box indicates that this document or action is required for this criterion.

3. Proof Required - This is a summary of what you are checking for.

4. Upload Photo/File - Use the “Browse” button to upload any documents applicable to this question. You may need to have the shop upload missing documents as part of your visit.

5. Picture Description or Comments - Use this box, to label the uploaded document or photo and to provide additional information.

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6. Other Questions:

• Is this photo/image an accurate display of what you see in the shop? Use this checkbox to indicate if the previously submitted photos or documents are a good representation of what you observe. If not – either take new photos, or direct the shop contact to do so while you are onsite.

• Make/model of equipment – where requested on the form enter the make/model of the piece of equipment being verified. For example, on a frame machine , you would specify the Make=Chief, Model=EZLiner.

• Sublet Processes – for these items, scanned documents showing the sublet provider used by the shop may be used. The documents and comments should indicate the name and location of the sublet provider, and the service(s) which they perform.

7. Request Variance – This field is used to indicate that while the shop is not currently in compliance they have requested a variance due to an alternate solution for this business requirement. Provide as much documentation as possible.

8. Question Applies to the Following Programs - this indicates the various programs that require a “Yes” response and supporting documentation for certification. This allows you to indicate to the shop the potential additional programs they may be eligible for if they comply with the criterion. Please remember that these requirements change from time to time, that new programs may be added after you complete the inspection, and that compliance with all requirements is not a guarantee of certification or acceptance into any individual program. It’s important to remind the shop that the more questions they can have verified, the more programs they will be eligible for – both now and in the future.

E. Wrapping Up the On-site Inspection

1. Conduct the closing meeting to review your evaluation findings.

a) Pay special attention to any areas of non-compliance and items that could not be confirmed or verified. b) Give the shop contact the opportunity to respond to these items:

(1) Provide proof of compliance, or (2) Confirm that the business does not currently meet the standard.

2. Always thank the shop owner/key contact for their time and assistance.

3. If the shop has any questions, contact their Assured Performance account manager at 949-221-0010.

4. Remember, you are the face of the Certification program. Leave a positive impression!

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V. REPORT SUBMISSION

A. Manual Report

1. Manual reporting is only possible under certain special circumstances at the direction of Assured Performance management. Please use the Website Submission Process for documenting the results of your onsite audit.

B. Electronic Reports: Website Submission Process

1. Required Uploads

Entering and Submitting an Inspection Report

1. From the “Assigned Inspections” page, double –click the appropriate row of the inspection you want to enter.

This will bring you to the “Inspection Categories” page.

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2. Click on “Business Requirements.”

This will bring up the “View Questions” page.

3. Provide a response to ALL questions in the “Inspector Response” column. Select “Yes” or “No” and provide the requested support documents or explanations for every question. To provide more detail or explanation, text can be entered in the “Inspector Comments” boxes as required.

4. Upload photos or images as directed using the upload boxes in the “Inspector Response” column.

5. When you have completed all the responses, click “Submit”.

6. Clicking “Submit” will return you to the “Inspection Categories” page.

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7. Follow a similar process for the sections on “Customer Service”, “Technical Capability”, and “Regulatory Compliance.”

8. Clicking “Submit” will bring you back to the “Inspection Categories” page.

9. Make sure that all categories: “Business Requirements”, “Customer Service”, “Regulatory Compliance”, and “Technical Capability” show 100% completion.

10. Fill in your name and email address in the text boxes provided.

11. Click “Submit Inspection”.

This will return you to the “Completed Inspections” page.

You can navigate between the “Assigned Inspections” & “Completed Inspections” pages at any time using the navigation bar at the top of the page.

12. Click “Logout” when you are finished with your session.

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VI. RESOURCES

A. Frequently Asked Questions

Q: What should I do if I arrive at the shop and they are not ready for the inspection?

A: Ideally, this will never happen because you confirmed the inspection date and time well in advance. However, if the shop cancels once you are on-site, you should:

1. Try to reschedule before you leave the shop. Make note of their availability and determine a new date and time for the inspection.

2. Use the Certification Website to change the inspection date and time (See Section IIIA of your Inspector’s Guide for instructions on how to use this online feature).

3. Immediately notify the Assured Performance Network account manager assigned to the shop of any changes by calling 949-221-0010.

Q: What do I do if the shop doesn’t have all of the documentation required?

A: Again, this should be confirmed before going on site. Upon your arrival at the shop, provide your point person with a checklist of the documents that you will need to collect and submit. They will ideally already have these documents ready. If they are missing any required documentation, you should let them know that they can provide missing documents after the inspection and either FAX or scan & email them to their Assured Performance Network account manager.

Q: What do I do if the shop owner/manager is not available when I arrive?

A: If you arrive at the shop and your point person is not there, you should explain the certification program and inspection process to the person in charge and ask if there is someone else available to show you through the shop so you can take the required photos and obtain the required documentation. If there is no other person available to assist you and all reasonable efforts have been made to contact your point person, follow the procedure for rescheduling the inspection.

B. Support and Assistance

Q: Who can I call if I have a question about the Certification requirements while I am at the shop?

A: You can call Assured Performance Network at 949-221-0010 Ext 227, 8am-5pm Pacific Time, for general questions about Certification and Certification requirements.

Q: Who can I call for Certification Website technical support?

A: You can call Assured Performance Network at 949-221-0010, 8am-5pm Pacific Time, for questions related to the Certification Website and ask for the Technical Support Department.