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 accuracy 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 be sourced directly from the OEM, as a shops first choice. If shops do not source OEM procedures directly from the OEM, then third party vendors who provide OEM procedures are acceptable. Shops can also contact MPI’s Accredited Repair department for support. Please refer to the Shop Support job aid for details.

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 Status updates?

Shops are already expected to use the following Mitchell Connect Repair Statuses to notify MPI of the status of each repair:

• Arrived At Shop
• Disassembly
• Repair in Progress
• Paint
• Ready for Delivery
• Delivered

With QoR, MPI will monitor these statuses to determine the appropriate timing for Accredited Repair inspections.
If these Repair Statuses are not currently available in your version of Mitchell Connect, 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. 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?

When a component is being replaced on a vehicle, the technician is required to have a valid welding certificate. Refer to the table below for welding requirements.

Component	WCS03	SPS05
Tears in panels	X
Door skins	X
Boxside panels	X
Quarters		X
Roofs		X
Side apertures		X
Rails		X
Back panels		X
Radiator supports		X
Front structure		X
If all welding operations are completed with a STRSW, neither certifications are required as long as the technician has completed the ICAR course WCS04 and is trained on the tool.
Please note that this table may not cover all scenarios.

Who should be completing repairs on a non-structural repair?

As per the 2017 Light Vehicle Accreditation Agreement, all repair work needs to be completed or overseen by a qualified journeyperson with appropriate credentials for the work.

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.

Other questions?

If you have any other questions, please refer to the following support materials:

• Repair Records on File Job Aid
• Repair Accuracy Job Aid

For all other enquiries, please contact your Shop Relationship Advisor.