Implementation Guide

1. Implementation Guide Click to edit Master title style • Click to edit Master text styles • Second level • Third level • Fourth level • Fifth level Performance Alliance Click here to Start Program Version 7.0 Edited 04 06 04 1

2. Learning Objectives • DuPont Performance Alliance • Implementing Best Practices within the Collision Industry • Presentation Learning Objectives • Working with Performance Alliance contracts • Using Action Plans to track and document tasks • Editing online Standard Operating Procedures • Implementing Performance Alliance programs • Understanding Performance Feedback programs • Link Marketing tools for Performance Alliance users • DuPont Performance Alliance improvements Next

3. Reaching the COT’s • Table of Contents • Implementation Challenges • Motivation to get certified • Emphasize completion rewards like agent marketing and Link marketing tools • Understanding the full value • Profit Planner and Employee Feedback to round out an offering in each business building block for growth • Communication • Mentors at Work • Weekly e-mail based newsletters for business development • Performance Alliance Activator • Performance Alliance best practices for how to maximize the impact that it can have on the customer’s business • Quick Reference Guide • Use this document as a check list or reference guide to Implement a repair facility and achieve certification • Certifying a Performance Alliance Repair Facility Back Next

4. Presentation Menu • These presentation segments will give you the tools and information needed to Enroll- Implement - Complete Performance Alliance programs with the collision repair facilities in your market areas • Performance Alliance contracts • Action Plans - online status reports • Online Paint Standard Operating Procedures Guide • Online Insurance Standard Operating Procedures Guide • Online Certification Testing Guide • Performance Feedback Presentation • Link Marketing Website Guide • Performance Alliance Improvements • Taking the 2004 Alliance Training test/survey

5. Performance Alliance Contracts • Table of Contents Accurate documentation of the program agreement is a critical factor in implementation of the Performance Alliance program • Please fill forms out completely • Make sure information is legible • Faxed copies often are difficult to read • Use black ink and write clearly • You should receive confirmation of receipt of documents within 48 hours of a fax or e-mail from CTQ • CTQ recommends using the “return receipt” function when sending time sensitive materials by e-mail • If you do not receive confirmation please call CTQ and confirm receipt of documents • If sent by mail allow an additional 2- 3 days for delivery • To review Performance Alliance contracts and related documents please select a document from the following list Performance Alliance Program Terms Performance Alliance Service Contract DuPont Licensing Agreement Employee Registration and Change Form Back End segment

6. Implementation Improvements • Table of Contents • Operations Best Practices Standard Operating Procedures • Online versions significantly reduce implementation cycle time • An online Best Practices paint SOP can be edited completely in approximately 2 to 3 hours • Once editing is completed the program is ready • Training Tools • Each DPC representative will either download or received a CD containing all of the training tools, sample documents and recommendations presented today to use with your repair facility administrators • In order to utilize the marketing tools being made available for Phase 2 the repair facility must completely implement all segments of Phase 1 • Reality is they can’t afford not to • Review successful users in your market area and emphasize completion rewards like agent marketing and Link marketing tools Back Next

7. Communication Improvements • Table of Contents • Keeping Performance Alliance members updated • Simplified Action Plans • Online tool to track task and verify program status for member locations • Performance Alliance Activator & Mentors at Work • These weekly e-mail based newsletters are distributed to each registered repair facility administrator within the Performance Alliance • Performance Alliance and Collision Industry news items will be included Back Next

8. 2004 Recertification • What does the recertification include? • Updates to Paint & Insurance SOPs • Training, Testing & Certification for Paint Department • Testing & Certification for Estimators • Sales Department SOPs • Detail Department SOPs • Shop listing on Alliance website with link to shops website • Access to Alliance Marketing Website • Press Releases • Agent Marketing Lite • List of Agents in shops market • Remain on ACE referral list • Affiliation with DuPont Promotion of Alliance in trade media & insurance publications • Eligible for future offerings • Re-certification fee: $450.00 per year Back Next

9. 2004 COTs • Table of Contents • Success Stories • Committed to Completion • Phase 1 implementation is now streamlined • Paint SOPs start to certification – 1 week – We have repair facilities that set the priority completing a segment within 1 week • Critical Operating Tasks (COTs) by District - • Action plans filled out • Signed contracts in process • Implemented Paint SOP • Implemented Insurance DPR SOP program management • Implemented Performance Feedback • Translating program completion to tangible rewards • Agent Marketing Lite • Link Marketing tools Back End segment

10. 2004 Alliance Training Test Access • Table of Contents • We are asking each employee that works with the DuPont Performance Alliance program to complete a review test and survey of this program • This will give you an opportunity to experience the process we are asking each repair facility employee to use for certification testing • The process follows the Implementation Guide segment on certification testing • The test consists of 15 questions reviewing the information from the Implementation Guide • The survey consists of 8 questions asking for your feedback of the Performance Alliance program and this training presentation • Each employee completing the test/survey will receive a free audio CD copy of “The E Myth” – Why most businesses fail and what to do about it • To take the test/survey log onto the Performance Alliance web site • Select “Operations Best Practices” • Click on “Testing” • Select “2004 Alliance Training” and take the test • When finished please review the task list in your Action Plans and make any updates required Back End presentation