At Murphy Bros. our staff is required to complete a series of training and testing to ensure that they fully understand our procedures and are accountable for their performance.
Our training, based on direct feedback from our customers, is under
steady development. We obtain this feedback through responses to
our customer survey (CSI). The information received from the survey is
then recorded and the results are reviewed weekly to determine how
we can continue to meet and exceed our customers’ needs.
We have created Standard Operating Procedures (SOPs) for every
phase of the collision repair process to ensure each vehicle is uniformly
and properly repaired. Each of our qualified technicians and any newly
hired technicians are required to be trained on the SOPs and to pass a
certification test annually. This allows us to hold our technicians
accountable for each repair and to ensure consistency.
In addition, standardized procedures ensure that we are able to reduce
our costs by reducing the amount of re-work that occurs. Our motto is
“Do it right the first time.”
Through the Performance Alliance Network, we have obtained software in
order to document the requirements of Direct Repair Programs. This software enables us to create, customize and implement the
training and online testing necessary to diligently apply DRP claims processing and cost control procedures. In addition, it allows us to
provide timely and efficient service to both our customers and the