Quality of Repair - Questions & Answers
Quality of Repair (QoR) is the degree to which an individual repair meets MPI Estimating Standards and Original Equipment Manufacturer (OEM) standards for collision repair. The goal of QoR is to improve MPI’s current quality evaluation model and reduce risk on the road in collaboration with Manitoba’s collision repair industry.
Please review the questions below for information related to the new QoR initiatives. For further information, please see the Shop Measures Information Guide, Repair Records on File Job Aid, and Repair Accuracy Job Aid.
What are the new QoR measures?
The two new shop measures are Repair Records on File and Repair Accuracy Inspections.
Repair Records on File will measure the quality of your shop’s operational procedures. MPI will perform post-payment audits to review pictures, measurements, and reports (online) to ensure repairs are completed in accordance with MPI and OEM standards.
Repair Accuracy will measure the accruacy of your shop’s repair capability. MPI Accredited Repair Inspectors (ARIs) or Shop Relationship Advisors (SRAs) will visit each shop regularly to determine if they are fully using their tools and skills.
For more information on these measures, see the Shop Measures Information Guide.
How do the new QoR measures benefit my shop?
The new measures will provide assurance that your shop’s technicians are repairing vehicles in line with MPI Estimating Standards and OEM repair standards, and highlight areas where staff training and certifications are required. These measures can also help you prove to customers that you are following quality standards and processes.
What claims will be reviewed and/or inspected?
All claims are subject to review or inspection; however, MPI will focus on a sample of repairs with over one hour of frame repairs and repair costs of more than $3000.
Other claims of interest include structural component repairs (involving welding, riveting, and/or adhesive bonding), wheel alignments, and where repairs require diagnostic scanning for engine lights, running issues, etc.
What documents are required as part of Repair Records on File?
Depending on the repair type, some or all of the following documents must be uploaded to a claim:
- Final Repair Account Signature sheet
- Frame Inspection Sheet
- OEM repair data
- Photos of undressed welds
- Pre- and post-repair 3D measurement data
- Pre- and post-repair diagnostic scan data
- Wheel alignment data
Refer to the Repair Records on File Job Aid for more information on when and why these documents are required. The job aid also outlines the file name/type conventions.
With differences between OEM, AllData, and TechAdvisor procedures, what will MPI accept when looking for OEM repair data records?
MPI recommends OEM procedures as a shops first choice. If OEM procedures aren’t available, then third party procedures are acceptable. Shops can also follow MPI’s Research and Training department’s recommendations on proper repair procedures.
What happens if I forget to upload a document?
If you miss uploading a required document, an MPI representative will contact your shop to inform you what document is still required. You will then have the opportunity to upload the required document to the claim.
What’s involved in a Repair Accuracy inspection?
When an ARI or SRA is notified of safety-related claims, they will attend your shop to ensure the necessary tools, equipment, and trained technicians are working on the repair. (Review the Repair Accuracy Job Aid to determine the criteria for a successful inspection.) All inspections are based on MPI Estimating Standards and OEM repair procedures.
MPI may attend your shop when the vehicle arrives, during repairs, or when the vehicle is ready for delivery. During the visit, your shop will need someone with knowledge of the repairs available to review the plan for repairs and the ongoing repair process.
A Repair Accuracy visit may include multiple inspections, including those not visible through reporting. All vehicles being repaired as part of MPI claims are subject to process and repair inspection.
Repairs should not be delayed by an Accredited Repair inspection and can occur prior, mid or post repair.
How often will my claims be audited or inspected?
The amount of claims audited or inspected depends on several different factors. Please speak to your assigned ARI or SRA to determine the projected frequency of your shop visits.
Why do I have to use Repair Stage updates?
Shops are already expected to use the following RepairCenter Repair Stages (webstatus) to notify MPI of the status of each repair:
- Vehicle At Shop
- Repair in Progress (select one):
- Ready for Delivery
With QoR, MPI will monitor these stages to determine the appropriate timing for Accredited Repair inspections.
If these Repair Stages are not currently available in your version of RepairCenter, contact Mitchell’s Technical Assistance Centre at 1-800-448-4401.
How do I know how my shop is doing on QoR?
Repair accuracy results are shared with your shop before leaving. As with other shop measures, the Quality of Repair measures will be included on your monthly score card.
What does MPI consider structural vs non-structural repairs?
Structural repairs are any repairs that require welding, riveting and/or adhesive bonding attachment methods. This includes components such as quarter panels. Repairs are also considered structural anytime a vehicle has damage requiring the use of frame pulling on a frame bench or rack.
Who should be completing the welding operations on a repair?
As per the 2017 Light Vehicle Accreditation Agreement, all repair work needs to be completed or overseen by a qualified journeyperson with the appropriate credentials for the work at hand. Only a technician with welding certification can complete welding on structural components. Non-qualified technicians may complete non-structural repairs when supervised by a qualified technician.
Would not painting a flange result in a fail under the “procedures followed” criteria, or would the entire inspection fail?
This is a requirement as part of OEM repair procedures and would result in a corrosion hot spot unprotected from the elements, resulting in a fail for the entire inspection.
If a customer complaint is received by MPI for a repair deemed improper, would this affect a shops KPIs?
Yes, Repair Accuracy inspections are completed on customer complaints and are included in your shop’s Repair Accuracy score.
If you have any other questions, please refer to the following support materials:
For all other enquiries, please contact your Shop Relationship Advisor.