Allocation of external painting jobs using the example of a car dealership

A daily task in the service area of a car dealership is to carry out painting work for vehicles of the house and customer vehicles. In some car dealerships there is an internal paint shop; in others, external cooperation partners are used for these services for various reasons. An external partner is used in this use case.
This process is a suitable use case for testing the application of DBCP, since it is a process that is used hundreds of times a year. The interaction of several actors, both internally and externally, is required and transactions are carried out. Furthermore, a high level of coordination between the parties is required, which currently takes place by telephone, e-mail or in a direct conversation. By using DBCP it is possible to streamline this process, modernize it and simplify it for the actors. On the side of the practice partner who is responsible for awarding the contract, a clear list of the contracts awarded can be drawn up, which simplifies controlling and reduces the coordination effort. On the part of the external service provider for the painting work, tasks can be optimized with regard to order acquisition, invoicing and coordination effort.

Vergabe von externen Lackieraufträgen

Description of the current process

The author’s practice partner currently has two traditional painters, which are selected according to workload, specificity of the painting work and the client’s personal preference. Service consultants, workshop foremen, workshop managers and the service manager are entitled to place painting orders with the practice partner.
Contracts on the range of services are in place between these two painters and the partner in practice, which are renegotiated and adjusted annually. For each painter there are certain specifications of the work to be carried out, as well as overlaps in common services. The employees of the practice partner who are entitled to place an order currently have the freedom to choose a service provider if the work is offered by both parties. The following starting points were discovered in the process of external application of painting services with expert opinions for the use of DBCP:
Process title Operation Optimisation
Existence Expert Opinion Is a damage assessment available for this case? Digital Twin, direct assignment from expert opinion to vehicle
Selection of Painters Which painters can I choose for this case of damage? Listing of all suitable painters (supplier evaluation) according to specification
Inquiry varnisher (1:n) Transfer damage data to the painter Binding booking of the painting service and documentation of the agreement
Appointment coordination Appointment agreement between painter, car dealer and customer Deadline coordination of all three parties from a uniform basis, homogeneous information
Data transmission Provide expert opinions and additional information, if applicable Secure, verifiable and audit-proof data transmission and storage
Extended damage assessment The repair sum provided is not sufficient. Inquiry to insurance company and assessor Direct, secure and verifiable request for extension and with direct indication of reasons (and documents)
Statement of account Invoicing by the painter, final invoice by the car dealership with insurance Direct, secure settlement without intermediaries
Contract compliance Monitoring and documentation of contract compliance Status report from the painter on the status report and contract compliance check

Optimization potentials through the use of DBCP

The first approach to optimize the process using the DBCP is to search for the existence of a damage assessment. An expert sent by the insurance company examines the damage to the vehicle and documents it. Final, a damage assessment with a repair sum provided by the insurance company is given to the car dealership. The expert opinion is partly handed over in person or by letter in paper form or it is sent by e-mail. The acceptor of the expert opinion is the corresponding service consultant. Due to holidays or absences due to illness, it is temporarily possible for a substitute to take over this part. The damage report is then attached in paper form to the file of the corresponding vehicle. By using the DCBP it is possible to attach the damage report directly to the Twin via a digital twin of the vehicle. This makes it easy to see whether an expert opinion is available even in the case of representation.

Optimierungspotential mit DBCP
The next two approaches can be combined by the DBCP, allowing the process to be streamlined. The selection of the appropriate painter and the establishment of contact have so far been two extensive steps in the process, which take a lot of time. The selection of the painter is currently limited to two established suppliers who meet the requirements of Daimler AG. The requirements refer to the techniques used and the available colour palette. The employees of the car dealership select an appropriate painter by means of written documents in the QM drive and experience values. The contact between the workshop foreman, workshop manager and service consultant and the corresponding painter is currently made via their individually selected channel (telephone, e-mail, personal conversation), whereby no uniform procedure is discernible. With DBCP it is possible to ensure a standardized contact and communication via a web view, as well as a listing of the individual painters with their respective specificities. Another advantage is the audit-proof documentation of the information exchange.
Prozessverschlankung mit DBCP
The third optimization case is the coordination of appointments between car dealership, painter and customer. In some cases the damage is not so serious that the vehicle is unfit to drive and so the owner can continue to use it until the damage is repaired. This means that it is not only necessary to coordinate appointments between the car dealership and the painter, but the vehicle owner comes into play as the third actor. By using the DBCP, a uniform communication platform can be provided, via which all three participants can coordinate appointments in real time. This saves a lot of time, as the affected employee of the car dealership does not have to act as an intermediary between the customer and the painter, taking into account his own specifications.
The next approach is the case of the extended damage assessment. This is required if the repair sum provided is insufficient or the amount for the painting performance is too low. In this case, the focus of the process is on the second scenario that the coating amount is too low. The insurance company requires proof of the reasons for the extension of the expert opinion, for example by listing the services in the form of a cost estimate.
This must be delivered by the painter to the insurance company via the car dealership. However, the reasons and documents required vary from insurance to insurance. The car dealership acts as an intermediary in several process steps, as in this case as well. In this case, DBCP can provide an interface that lists the exact requirements of the individual insurance companies for extending a damage assessment. The painter must therefore provide all the necessary proofs and can “attach” them directly in digital form to the vehicle’s Digital Twin. The receipts are then transferred to the insurance company by the car dealership. The final approach to optimising the process of outsourcing painting services with expert opinions concerns invoicing. Currently, the painters deliver the invoices for services rendered in letter form via their employees or by post to the car dealership. After receipt of the mail, it must be registered and assigned to the corresponding vehicle. The car dealership then settles the invoice. Subsequent to this, all benefits are charged to the insurance company in a total invoice. The accounting is standardized by the application of DBCP and the process is streamlined at this point. Furthermore, costs for the dispatch of letters and the use of personnel as couriers can be saved. The following use of the DBCP is planned here. The painter transfers the calculation of the painting performance directly to the Digital Twin of the vehicle, eliminating the step of allocation in the dealership.