Audatex Technical Committee Audatex Technical Committee Mission Statement

Audatex Technical Committee

Audatex Technical Committee Mission Statement • To provide a transparent, objective examination of matters of a technical nature relating to Audatex solutions as raised by its user community, ensuring continuous improvement of Audatex products and services to the benefit of all parties. • With the support of relevant specialists within Audatex and the industry it serves, the Audatex Technical Committee is committed to providing thorough, independent analysis of technical issues and to report its findings and recommendations to the Audatex Advisory Board.

Audatex Technical Committee Areas of focus • Accuracy of data • Day-to-day operational system enhancements • Workflow and bodyshop processes • Piloting/beta testing new Audatex services • Customer Satisfaction Index (CSI) • PAS 125/Kitemark opportunities • Communication of Technical Committee initiatives and outcomes

Audatex Technical Committee Who are we? • Formed of representatives from across the industry – repairers, insurers and motor manufacturers. • Chaired by Chris Oliver, MD of AJC Wilson. • Phil Gledhill and David Shepherd, both permanent members, act as liaison between the Committee and insurers and corporates, repairers and trade bodies. • Supported by data and system specialists from Audatex and other relevant industry bodies.

Audatex Technical Committee How do we operate? • Case Management approach employed to examine and resolve the matters raised to the Committee. • Clear processes and workflows ensure all reported incidents are managed - from the initial user call to the Audatex Service Desk through to escalation and resolution. • Work-in-progress document published on www. audatex. co. uk details all projects and provides transparency.

Case Management 6

Work-in-Progress

Audatex Technical Committee How do we communicate? • Dedicated Technical Committee web pages – includes w -i-p document. • Main Audatex web site includes 60+ FAQs providing answers to technical questions • Global Claims Centre interface and RSS feed • Audatex customer communications (e. Link-Up) • Trade media

Technical Committee web pages

e. Link-Up newsletter • Information for all users available through website: www. audatex. co. uk and also in monthly e-newsletter, e. Link-Up. • e. Link-Up – enables Audatex to provide all customers with timely updates to help get the best from its systems and services. Includes latest FAQs, news on data within system, training information.

Audatex Technical Committee Recent and current project highlights • BMW Panel Replacement advice • New safety statement incorporated within Auda. Enterprise. Gold (v 3. 3) • Input to 2009 Audatex Customer Satisfaction Survey questionnaire content • AZT presentation at ABP Convention in October • System Performance Review • Estimating Efficiency Initiative

System Performance • Key areas under investigation: • Login / Folders / Images / Reports • Defined metrics captured from 9 customer sites • Test data captured from 160 tests • Some performance and stability improvements incorporated within Auda. Enterprise. Gold 3. 3 • Improvements ongoing • Additional data capture planned as part of Estimating Efficiency reviews 12

Estimating Efficiency Programme • Objectives Stage One: To help improve VDA/engineer efficiency by: - Identifying and reducing/eliminating non value added activities within the process - Identifying possible improvements to estimating procedure - Identifying changes to estimating system design to improve productivity - Identifying opportunities for changes to system interfaces

Estimating Efficiency Programme • Objectives Stage Two: To improve VDA/engineer efficiency by: - Recommending opportunities for leaner processes - Ensuring Audatex training supports VDA/engineer efficiency and industry best practice - Ensuring recommendations support BSI PAS 125 - Obtaining support from stakeholders for recommendations and future actions

Bodyshop - Typical Visit Day 1 – a. m. Day 2 – a. m. • Introductions/Objectives • Company Overview/Structure Processes cont’d: • Roles/Responsibilities • Market/Volumes • Systems/Interfaces • Business Drivers/KPI’s • High Level Workflow • Claims Life Cycle • Key Issues Day 1 – p. m. Processes: • Customer Services/Booking In • Damage Appraisal • Repair Method • Estimating (at the vehicle) • Estimating (at the desk) • Assessment Updates • Valuation • Total Loss • etc • Parts Ordering • Authorisation • Invoicing Systems: • Use of Auda. Enterprise. Gold • Use of ANOther Estimating system • DMS/BMS interfaces • System Performance etc Day 2 – p. m. Cont’d Wrap up session: • Initial Observations • Any follow up requirements • What happens next 15

Insurer - Typical Visit Day 1 – a. m. Day 2 – a. m. Day 3 – a. m. Day 4 – a. m. Day 5 a. m. Introduction/ Objectives: Image Unit: Field Inspections: Systems/Interfaces: Cont’d • New Work • Assignment • Administration • Authorisation • Business Rules • Assessment Updates • etc Shadow a field engineer on repairer visits • Claims Systems • Auda. Enterprise. Gold • Valuation • Tracking • Invoicing • System Performance • etc Day 1 – p. m. Day 2 – p. m. Day 3 – p. m. Day 4 – p. m. Day 5 – p. m. Claim Registration: Total Loss Unit: Field Inspections: Invoicing: Wrap up session • FNOL • Supplier Selection • Damage Assessment • Diary Management • Scheduling • New Work • Classification • Valuation • Business Rules • Salvage • etc Shadow a field engineer on repairer visits • New Work • Validation • Business Rules • etc • Initial Observations • Follow up requirements • What happens next • Company Overview • Roles/Responsibilities • Market/Volumes • Systems/Interfaces • Business Drivers/KPI’s • High Level Workflow • Claims Life Cycle • Not necessarily consecutive days • Subject to location/Business Analyst availability and overall scheduling 16

Milestones – Stage One 3~6 Months Total Time 0. 5 - 1 Month 2 - 3 Month 1 - 1. 5 Month Inception Analysis / Review Communication and Conclusions Agree Mandate Conduct Individual Reviews Document and circulate process conclusions Agree scope and resourcing Write / Issue Individual Site reports Document and circulate service improvements Agree to progress Write / Issue Summary report Present conclusions Identify review candidates Gain agreement to conduct the reviews 17

Audatex Technical Committee Questions?