When collision repair shops begin researching different options as part of the process of buying an estimating system, an often overlooked concern is the length of time it will take the shop to effectively train its staff on the new program. Yet training employees on how to use new software systems can take up a significant amount of time in light of the existence of multiple systems and a relatively high turnover in shop personnel.

The purpose of this article is to discuss this important labor-intensive training issue and to explore present day hurdles as they relate to estimating training programs in the collision repair industry. It will also include a preview of some of the solutions being made available as new computer-based training options are becoming prevalent.

How well are shops doing today with the incorporation of estimating software systems in their daily operations? When the CIC Estimating Committee met at the Spring National Leadership Conference to discuss the issue, they presented a mixed response. Most significantly, there was agreement among committee members that only about 35 percent of the functionality of most estimating software systems was actually being used. As a solution, it was proposed that CIC could perhaps help by offering quarterly seminars to allow users to receive more training. And, for shop owners, therein lies the catch-22 predicament.

While reasons might vary as to why there is a low rate of usage of estimating systems' comprehensive features, the biggest reason is the limited amount of time allotted for training. The dilemma the shop owner faces is trying to balance the time it takes to actually learn an estimating system, and all its bells and whistles, with the time a shop can afford to let the user take off for training.

The second reason is employee turnover. With the collision repair industry's relatively high turnover rate, it's not unusual for a shop owner to use time sparingly when it comes to having its estimator undertake training and certification. Often, the owner's concern is that this newly certified estimator may end up being valuable to a competitor down the street. Should this turnover happen, the common scenario is to have the fully certified trainer instruct another employee on "just the bare essentials of the system" before leaving. As turnover in the shop continues, the common result is an outline of instruction that becomes more and more abbreviated with each employee change.

A third training dilemma is that when it comes to overall training priorities, estimating systems take a back seat to Inter-Industry Conference on Auto Collision Repair (I-CAR) certification, or training on a paint system or some new type of mechanical arm. However, given the need shops have for effectively and efficiently using estimating systems, it is presumed that shop owners will set aside two or three days of training per year to keep staff updated on these systems.

The good news is that the industry's estimating systems providers are very much aware of the hurdles shops must clear. In response, they are turning to education research and further technology to help find answers.

The answers come in different forms. Some vendors have tried to more closely examine the teaching process. Not on estimating systems, specifically, but how people learn in general. They found that the learning environment is frequently challenged by three elements.

The first is the level of consistency in which they are being taught. This focuses on how well the instructor is presenting the training, how conducive the setting is for learning, and how well the time is utilized in presenting the material.

The second element is the comfort level of the class. This speaks to the collective thinking taking place in the class and the comfort level, in that people actually comprehend what is being taught and feel comfortable enough to raise their hand or ask for help when something isn't completely understood.

The third element deals with being able to define the best pace for students to learn.

One solution has been found by Dr. James Li, a knowledge analyst and software engineer with the Irvine, Calif.-based Leading Way Corp. Dr. Li has been working with employers to create new instructional design capabilities that can effectively reduce training time while increasing actual knowledge content.

Through the efforts of Dr. Li and others, computer-based learning software programs are being developed for a multiple of industries. Such programs, which involve the student taking interactive instruction with the use of a CD and a technical support phone line, have been found to be effective in all industries, including collision repair. The use of this computer-based training does much to counter the problems faced by shop owners.

First and foremost, computer-based training eliminates the need to travel to a remote location, pay for the costs of travel and hotel, and be off-site for a couple of days or more.

Second, computer-based training, if properly programmed, allows users to learn at their own pace.

Additionally, training that incorporates a CD-driven teaching device allows "the class" to take place at any PC location, including home study. Another benefit is eliminating the hurdle of "just-in-time" training. This refers to a situation every shop and even the most accommodating of vendors faces when training is needed immediately due to an employee change, yet the next class closest to the shop isn't set for another month. As a result, the shop limps along until that date.

Another problem solver that computer-based training affords is the ability to train more than one person in the shop. This is valuable in situations where there might be two staff members that should be trained with one stronger on estimate writing and the other more computer literate, but possessing less estimating experience. The end result is a well-trained team that can both learn and use the system, with the ability to refer back to sections in the program when the need arises to review materials or incorporate bells and whistles into daily usage.

What to Look For With Computer-based Training
As more and more estimating software providers begin to offer computer-based training solutions, it's important to carefully review all facets of this type of training process. Following is a list of questions to consider when looking at a computer-based training solution as part of making an estimating system purchase.

How comprehensive is the training? Does the computer-based training program being offered educate the estimator on the entire program or does it cover only certain elements? Make sure you are receiving a comprehensive training program.

How can a shop owner be certain that the training is as thorough as that offered in a classroom? Especially since training that takes place in the classroom allows one-on-one feedback between student and teacher as part of the process and it is documented that the training was completed?

It is difficult in any training situation to be able to guarantee that all of the information has been absorbed. Because there is less oversight with the latter, most good computer-based programs will take greater pains to not let the shop owner overlook the certification option.

Sometimes in class-based training, shop owners are satisfied with the receipt of completion, often not pushing for the user to achieve full certification level on the program. Be sure to find out how much importance is placed on actual certification on the system, as better programs will almost insist on this.

Find out how much time will be eliminated in the training process by being able to train on-site on the computer. Typically this type of training should result in a program that takes two full days of curriculum and compresses it down to a half-day course.

What program mechanisms are in place to allow a student to learn at his or her own pace? Be sure to review with providers just what options are included for flexibility in following the course's curriculum. Can the user, for example, halt the progress of a certain section and move onto another section, or conversely, move back to a previous section for review? This is an important feature of any computer training program.

Does the computer-based training program come with the system, or does it cost extra? This is an important question. Some vendors offer this option at an added cost while others provide it as part of the system's total package.

Estimating software providers continue to search for new ways to provide cost-effective education and training methods that allow collision repairers to run the most cost-efficient business possible. However, it is important to stress that allotting sufficient time for training on an annual basis is still an operations imperative that shouldn't be overlooked. Whether it's computer-based or classroom-directed, estimators who are given adequate time to become acquainted with all of the features an estimating system has to offer will be able return that investment two-fold with the ability to write quick and accurate estimates on a daily basis, thereby helping the process of managing the business more effectively.

Drew Boyd, director of field support and training for ADP Collision Repair Services, has spent nearly a decade in the field of training and has been involved in projects aimed at making software training and implementation more user-friendly for collision repairers. ADP is a leading provider of automated estimating, digital imaging and business management systems.

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