How OEMs Can Build a Culture of Continuous Improvement in Their Networks

For today’s OEMs, after-sales networks are more than operational necessities – they’re strategic assets. As vehicles become more complex and customers demand consistent, high-quality service, repair networks must evolve from compliance-driven entities to engines of continuous improvement.

Yet, fostering this kind of performance culture across a diverse and decentralised network is no easy task. Many OEMs struggle to drive consistent excellence across independently operated facilities with varying capabilities, processes, and standards.

So, how can OEMs create a culture where every repair facility is motivated, equipped, and empowered to improve continually?

The answer lies in aligning mindset, measurement, training, technology, and incentives. This article outlines a practical roadmap for building that culture from the ground up. Standing still is the same as falling behind in network management, wherever you are in the world.

1. Define What “Better” Looks Like – and Revisit It Often

Continuous improvement begins with clarity. Your network must understand what success looks like and recognise that these expectations will evolve.

Recommendations:

• Establish multidimensional KPIs across quality, cycle time, customer experience, parts efficiency, and training.

• Transition from static certification (once a year and done) to continuous evaluation with live performance-based benchmarks. Peer groups are the lubricant in the engine. 

• Define what top-performers in the network do, how, and when. 

• Introduce tiered performance levels (e.g., Gold, Silver, Bronze) to create visible goals and advancement pathways.

Tip: Track not just averages, but high and low outliers. Understand what drives the difference.

Tip: Transition OEM Field Teams away from tick-box compliance visits to consultative operational improvement support.

2. Build Transparent, Real-Time Performance Dashboards

Improvement requires visibility. Network outlets and OEM field teams must have access to timely, actionable data to identify trends and make course corrections quickly.

Recommendations:

• Use SaaS-based dashboards that update in real time and support regional, shop-level, and technician-level granularity.

• Highlight trends, not just status, so shops can see how they’re progressing.

• Benchmark peer performance anonymously to create healthy competition and motivation.

Tip: Surface top-performing habits and encourage peer-to-peer learning across the network.

Tip: Visualise data for easier comprehension.

3. Operationalise Learning – Not Just Initial Training

Initial certification is only the starting point. Technicians must continually receive training, especially as vehicle technology continues to evolve.

Recommendations:

• Offer ongoing digital microlearning modules, tailored to the needs of individuals rather than overly generic training courses.

• Leverage rework data and FTQ (First-Time Quality) metrics to assign personalised learning paths.

• Create forums for knowledge sharing, such as peer roundtables, live Q&As, or virtual “pit stops.”

• Measure the application of new skills, knowledge and behaviours in the workplace to quantify performance improvements.

Tip: Reward knowledge sharing. High-performing crash repair centres should be recognised not only for results but also for helping others improve. Illuminate what best looks like.

Tip: Show crash repair centres how they compare to best-in-class peers and where and how to improve. The more visual, the better.

Tip: Use the OEM field team to disseminate knowledge.

4. Standardise Core Processes – but Encourage Local Innovation

Every repair facility is unique. OEMs should prioritise what matters most, while allowing flexibility where it helps meet local customer needs and enables higher performance.

Recommendations:

• Use digital Standard Operating Procedures (SOPs) for intake, diagnostics, repair validation, and post-repair inspection.

• Highlight non-negotiable processes and allow controlled experimentation elsewhere.

• Create a feedback loop that allows local innovations to be evaluated and scaled across the network.

Tip: Recognise regional or crash repair centre-specific process innovation through awards or pilot opportunities.

Tip: Disseminate best practices through the OEM field team.

Tip: Customise processes so they reflect business reality rather than adopting a one-size-fits-all approach.

 
5. Recognise Improvement – Not Just Results

A compliance-focused model penalises underperformance. A continuous improvement model celebrates and rewards effort, growth, and innovation.

Recommendations:

• Highlight “most improved” crash repair centres, not just top performers.

• Use quarterly reports, dashboards, or newsletters to share success stories.

• Offer non-financial incentives such as network or public recognition, OEM co-branding rights, or pilot program access.

Tip: People support what they help create. Make improvement part of your network’s identity, not just an initiative.

Tip: Review best practices every 12 months to introduce higher/tougher operating practices and KPIs whilst withdrawing those that are already embedded network wide.

6. Enable Improvement at Scale with the Latest Technology

The right tools do more than monitor performance – they drive improvement and create momentum. They help crash repair centres understand what 'better' and 'best' look like, provide a roadmap for improvement, motivate, and save time and money.    

Key software tool requirements:

• Enable OEMs to retain complete control and flexibility in designing and executing the improvement program.  

• Dashboards should be real-time and include data filters and trending analysis.

• Provide access on any device with proven data and system security to minimise cyber-attacks.

• Permit flexibility in user access levels based on outlet type, location, job role and seniority.  

• Utilise AI, Machine Learning and automation to streamline processes, validate performance, focus and prioritise actions, and save time.

• Enhance the user experience: easy to use with an intuitive design, quick, dependable, and OEM-branded.

• Make it easy and quick to onboard the network and individual users.

Tip: Choose platforms that can integrate seamlessly with existing systems.

Tip: Select systems that have been independently verified for data privacy and protection, as well as data and system service continuity.

Tip: Embrace change: nobody ever made a difference by being the same as everyone else.

 A culture of continuous improvement can’t be mandated. It must be modelled, supported, and embedded into every layer of your certified repair network. Buy-in from the network is essential, so improvement programs need to demonstrate quantifiable benefits. 

 When OEMs define what excellence looks and feels like, they provide focus, prioritisation and expectations. When they provide training and consultative field team programs, they empower networks. When they reward progress recognition and provide dashboards and performance trends, they build network motivation. When OEMs utilise the best software, they create a quality of action and save time and money.

Repair networks that continuously improve don’t just keep up, they lead. And in a fast-changing market, leadership is everything.

 Let’s Talk

Our industry-leading platform, MONITRR, helps OEMs and MSOs turn static compliance programs into living performance ecosystems that drive improvement, not just measure it.

Let’s explore how we can help you build a future-ready certified repair network.