Manager Paul Whelan’s transformation of Carisbrook Collision Repair Centre in less than two years is truly remarkable.
When the Napoli brothers of Smithfield Crash bought Carisbrook, in Salisbury Plain, they made a great business decision installing Whelan as manager.
The shop was run-down and filthy. Today this colossal facility is a beacon of order and productivity.
The reception area and offices, while clean and functional were a little run-down, but these have been demolished for a refit since our visit, thanks to some initial help from a careless delivery driver.
Whelan is an fine example of the new breed of bodyshop managers. He is focussed, ambitious, hard working and driven.
He understands business imperatives, how to achieve operational excellence, marketing, and all the issues involved in running the shop of today and tomorrow.
The enormous panel shop has bright white paneling along the walls, creating a pleasant working environment for staff.
Carisbrook is a poster shop for health and safety. Not only does it have its own detailed manual, but there are signs all around the workshop reminding staff how to lift equipment properly and to wear protective gear.
Extra large custom parts trolleys sit neatly in the corner able to accommodate everything needed for the many big hits the shop repairs.
Most of the tools are kept out of the way hanging on the wall with staff well trained to put everything back in its proper place – eliminating floor clutter.
Lean processes and benchmarking developed with paint company Axalta are embraced and staff incentivised with bonuses.
The team of seven panel beaters, five apprentices and two spray painters and two apprentices repair around 60 cars per week.
Whelan and the team are clearly dedicated to bringing up the next generation of tradesmen, with a large number of apprentices on site.
Staff training is a given at Carisbrook, with plenty of I-Car courses and supplier training taking place.
Repair quality is taken very seriously, as is customer satisfaction. One of the Carisbrook team was formerly in charge of quality control for Holden and has developed robust processes for the shop. Every customer receives a phone call to ask if they were happy with the service and the repair.
Whelan and his team are just getting started. This vast site has plenty of room for expansion and the paint shop is the next area to undergo transformation and enlargement. With new spraybooths, cycle time can be improved further and
volume increased.
Other plans include offering wheel alignment and tyre fitting as well as the air-con and suspension services currently available which offers the opportunity of maximising profit opportunities from each customer.
Another shop purchase could also be in the cards in the future – multi-site and multi-service is the emerging trend for many successful bodyshops.
Powell’s comments
Paul, armed with a sound business plan and well selected advice has turned this old and tired repair shop into a well presented, organised and equipped repair centre to cater for large and small repairs in the twenty first century.