BPL-01-1326 Service Bulletin/Repair Instructions

BODY REPAIR OPERATING STANDARDS
Mission Statement

To make sure that every Aston Martin Lagonda (AML) vehicle repaired through the AML

Dealer Network is completed to AML’s quality standards and specifications. Ensuring that

the integrity of the repair, customer service and overall customer experience meet and

exceed AML customer expectations.
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CONTENTS

1.0 Introduction ........................................................................................................... 4

2.0 AMD/AMBRC Working Relationship Service Requirements ................................. 4

2.1
The AMBRC Approval Process ............................................................................... 5
2.2
AMD/AMBRC Working Relationship Conditions ................................................... 5
3.0 AMBRC Audit Process ............................................................................................ 7

4.0 Quality Procedures and Systems ........................................................................... 7

4.1
Vehicle Repair Process – Best Practice Guidelines ................................................ 7
4.2
Vehicle Quality Control Form ................................................................................ 9
5.0 AMBRC/AML Warranty requirements.................................................................. 10

5.1
Warranty Labour Rate .......................................................................................... 10
5.2
Warranty Claiming (DCS classic) ......................................................................... 10
5.3
Warranty Repair Estimates................................................................................... 10
Appendix I - Supply of Body Repair Services Documentation (AMD & BRC) ............. 11

Appendix II - Trademark and Compliance Agreement (AML & BRC).......................... 25

Appendix III - Vehicle Quality Control Form ............................................................... 36

Appendix IV - Body Repair Centre Nomination Form ................................................. 40

Appendix V – AMBRC Equipment................................................................................. 41

Appendix VI – AMBRC Standards Audit Form – Part 1 ................................................ 42

Appendix VII – AMBRC Standards Audit Form – Part 2 ............................................... 44

Appendix VII – AMBRC Certificate ............................................................................... 53
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GLOSSARY

AMBRC
Aston Martin Body Repair Centre
AMD
Aston Martin Dealership
AML
Aston Martin Lagonda
BRC
Body Repair Centre
BROS
Body Repair Operating Standards
BRP
Body Repair Programme
BSM
Body Shop Management
ECD
Estimated Completion Date
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1.0
Introduction
The objective of the Body Repair Programme (BRP) is to make sure that every AML vehicle repaired

through the AML Dealer Network is completed to AML’s quality standards and specifications. The

programme aims to ensure that the integrity of the repair, customer service and overall customer

experience, meet, or exceed, the standards expected by AML customers.

The Body Repair Operating Standards (BROS), laid out in this document, form the main part of the BRP.

They set the requirements for Aston Martin Body Repair Centres (AMBRC), and include the contracts made

between the Aston Martin Dealership (AMD) and AML.

AML reserves the right to update BROS at any time. If BROS is updated, the nominated AMBRC will be

granted a reasonable time to meet the new requirements. The timescales for compliance will be agreed

between AML and the AMBRC.

To become an AMBRC, a BRC must:

•
Be nominated by an AMD
•
Complete all mandatory training & equipment standards
•
Comply with BROS and pass an AMBRC CAT A audit
•
Have the necessary agreements signed (See Appendix I and II)
AMBRCs must have the capability for Category A repairs. These include damage that requires structural

exterior body panel(s) or internal body structure component replacement with any panel, or combination

of panels, secured permanently with adhesives and or fixings.

AML will provide technical support in particularly complex cases. The AMBRC must provide warranty

repairs and BROS is applicable in all cases, unless otherwise stated. The required equipment for an AMBRC

is listed in Appendix VI – AMBRC Standards Audit Form.
2.0
AMD/AMBRC Working Relationship Service

Requirements
Any BRC that wishes to become an AMBRC will be required to have a working relationship with a

franchised Aston Martin Dealership (AMD) that will in turn agree to nominate the BRC. AMBRC’s may have

a relationship with more than one AMD, but AMD’s may only have one AMBRC.

The working relationship will be one where the AMBRC will buy AML parts from their nominated AMD

and use the nominated AMD for the mechanical repair work. If an AMBRC is affiliated with more than one

dealer, the AMD that has referred the vehicle is the applicable dealer for that specific repair.

The AMD must use an AMBRC for all body and paint related warranty work. This can be either done with

an internal or external independent BRC. Both internal and external BRCs will be required to meet and

adhere to BROS. The AML, AMD and BRC working relationships are defined by:

•
Appendix I - Supply of Body Repair Services Documentation contract documentation between the

AMD and the BRC.
•
Appendix II - Trademark and Compliance Agreement contract documentation between the BRC

and AML directly.
The version in this document is for the UK only.
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Any regional deviations or deviations agreed between AMBRC and AMD, must be agreed in advance with

AML.

2.1
The AMBRC Approval Process
2.2
i.
The AMD submits the Nomination Form available on Technical Hub. Appendix IV - Body

Repair Centre Nomination Form.
ii.
The nomination is considered by AML Head Office and the regional Aftersales Manager (or

their representative). The BRC is initially reviewed / interviewed by the regional Aftersales

Manager to assess its suitability in accordance with Appendix VI – AMBRC Standards Audit

Form – Part 1 and Appendix VII – AMBRC Standards Audit Form – Part 2.
iii.
The nominated BRC is sent the BROS in preparation for a facilities audit.
iv.
The nominated BRC agrees to meet the BROS and conducts a preliminary self-audit with the

Audit Form: Appendix VI – AMBRC Standards Audit Form – Part 1. An AML representative will

then review and conduct a full audit to ensure compliance.
v.
If there is any non-compliance with BROS, the BRC will have 90 days to achieve the standards

necessary for the application to be approved. Failure to comply in this time may result in

failure of the application.
vi.
Once BROS is met and the Audit Form has been successfully completed, the BRC will be

approved and certification issued. Approval is granted at the sole discretion of AML. The AML

approval plaque (part number 706716) will be provided.
AMD/AMBRC Working Relationship Conditions
This section outlines the proposed day to day working agreement, between the AMD and their AMBRC.

The terms listed below are mandatory unless otherwise stated and are to be adopted in each individual

contractual relationship between a AMD and AMBRC.

2.2.1
The AMBRC will deal with insurance companies if AMD requests so.
2.2.2
There should be agreed levels of discount for the AMBRC on parts ordered from stock, or on stock

orders.
2.2.3
There are to be agreed levels of discount for the AMBRC, on VOR parts and exchange bodyshell

part prices.
2.2.4
There are to be agreed levels of commission for retail work introduced by the AMD to the AMBRC.
2.2.5
There is to be an agreed level of commission for mechanical work introduced by AMBRC to the

AMD.
2.2.6
Settlement of accounts to be on a determined date each month for both the AMD and AMBRC.

Or in accordance with AML Parts Operations, Terms and Conditions.
2.2.7
An agreement between the AMD and AMBRC regarding the settlement of accounts.
2.2.8
The AMD to be represented at all AMBRC events (optional).
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2.2.9
AMBRC promotional material to be on display at the AMD, likewise AMD information to be on

display at the AMBRC (optional).
2.2.10 The AMBRC to inform AMD Aftersales Department and AML of vehicles which have been writtenoff for sales purposes. Images must be provided in evidence.

2.2.11 The AMBRC to inform the AMD of any AML vehicles requiring mechanical repairs, servicing, etc.

2.2.12 Regular, minuted meetings between AMD and the AMBRC are recommended. The recommended

meeting schedule is operational level once a month, senior management level every quarter.

2.2.13 All work from AMD, or AMBRC must have a works order number before commencement of work

and a signature from the customer that authorises the repair according to the quote, its

specification and its timing.

2.2.15 All AML parts to be purchased by the AMBRC from the AMD providing the vehicle for repair.

2.2.16
The AMD will co-ordinate collection and delivery of AML vehicles.
2.2.17 The AMD is responsible for collection of all payments of excess, VAT, customer contribution, when

vehicles are collected from the AMD.

2.2.18 Sales refurbishment work to be completed at an agreed labour discount rate with commission.

Note: Sales refurbishment must be completed by an AMBRC.

2.2.19 Workshop damage will be completed to working times with agreed level of discount and no

commission; parts may carry a handling charge.

2.2.20 AMD to complete body repair mechanical work at an agreed labour reimbursement rate with

agreed level of discount.

2.2.21 It is the responsibility of the AMD to make sure that all customers are fully aware of paint and body

warranty implications, as listed in the Warranty Policy and Procedure Manual, and the Owners

Guide.

2.2.22 All insurance work to be handed back to the customer by the AMD where possible.

2.2.23 The AMD must only use their approved AMBRCs for all retail body/paint work, with no exceptions

unless specifically requested by the customer where the work is non-structural. If a customer

requests the use of a non-approved AMBRC you must contact your regional manager.

2.2.24 The AMD to support and, where possible, supply all AML parts information.

2.2.25 The AMBRC to provide an on-site estimating service for AMD customers as required by their AMD.

2.2.26 The AMD to handle customer liaison and transport the vehicle to the AMBRC as necessary.

2.2.27 The AMD to inform the AMBRC of potential repairs on vehicles whilst servicing is being

completed.

2.2.29 The AMBRC must be added to the AML Network Directory which will give them access to

SpotLight and Technical Hub.
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2.2.30 The AMBRC must use SpotLight for all technical communication and assistance from AML.

2.2.31 The AMBRC must pay a quarterly subscription fee for both SpotLight and Technical Hub.

Required System
Quarterly Fee
Technical Hub

SpotLight – Small License (0-3 users)

SpotLight – Medium License (4-6 users)

SpotLight – Large License (7+ users)
£300

£350

£500

£650
Note* If you are a dealer-owned body shop, the above subscriptions will be paid by the Dealer.

2.2.36 In the event that the AMBRC provides a Service Loan Car (SLC) or Courtesy Car, the vehicle

specification must align with the Dealer Operating Standards.
3.0
AMBRC Audit Process
AML reviews the approval status of an AMBRC on an annual basis, by a physical or virtual review of the

AMBRC. This is done by the regional aftersales manager or their appointed representative. Any costs

incurred by out-sourced auditing, including that which is directed by AML, are to be paid by the AMBRC.

The AMBRC can prepare for the audit process by conducting a self-audit using the Audit Form:

•
Appendix VI – AMBRC Standards Audit Form – Part 1.
4.0

4.1
Quality Procedures and Systems
Vehicle Repair Process – Best Practice Guidelines
The following Best Practice Guidelines should be followed for the repair process of a customer’s vehicle.

They cover the entire process from the first notification of the repair to the handover of the repaired vehicle

to the customer.

4.1.1
First Notification of Repair

a)
A job will be created within the Body Shop Management (BSM) system and all telephone and

email contact details captured.

b) The customer will be contacted by phone and, if unavailable, a message sent indicating

willingness to assist. The communications log will be amended and a recall scheduled for

later/next day, using body-shop management system tools.

c) At this point it is important to know if the vehicle is both legal and roadworthy and recorded in

the communications log.

d) An estimate appointment should be made at the earliest possible time and allocated a time

slot, wherever possible, to allow for a detailed preview. Images should be obtained, an

electronic estimate produced and there should be clear communication with customer.
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4.1.2
Estimate Appointment

a) Whenever possible this should be confirmed within 1 hour of notification.

b) Estimate no-shows should be recalled using BSM system prompts, and a templated e-mail or

letter requesting a reappointment.

c) Details must be provided relating to available courtesy/replacement vehicles, with all legal and

administrative requirements explained.
4.1.3
Repair Plan

a) Interior and exterior images captured prior to estimation.

b) Electronic estimate completed using AML’s prescribed estimating system.

c) Customer Information pack handed over, or agreed to be e-mailed, covering all aspects of the

repair.

d) Preferred communication methods to be agreed during the Repair Plan.
4.1.4
Authorisation

a)

b)

c)

d)
4.1.5
Costings / Parts Ordering

a)

b)

c)

d)

e)

f)

g)

h)
4.1.6
Make sure the due date is entered on the system when parts are ordered.

Review any outstanding back orders on the system daily and chase.

Make sure all part numbers and trade/retail costs are amended on book in.

Complete returns note and notify supplier of all returns and anticipated pick up date.

Purchase order raised or all costs: e.g. transport, fixed, mobile estimate etc.

Purchase order raised for inherited charges and internal/fixed costs, transport, etc.

Check returns have been collected within 72 hours of pick up date.

Check credits received on returned items within 7 days of pickup.
Work in Progress

a)

b)

c)

d)

e)

f)
4.1.7
Parts ordered within 2 hours of authorisation.

Customer notified of potential delays with 24 hours.

Customer advised of expected completion date.

Customer advised of any revised completion date within 24 hours.
Start first operation within 24 hours of planned start date.

Estimated completion date may not be changed without management authorisation.

Operatives must notify management of any supplementary damage, immediately.

Digital images to be captured at all stages of repair.

Method of repair and operational instructions must be accessible.

On-hold jobs to be added to the system, only at the manager’s discretion. The customer needs

to be notified if ECD (Estimated completion date) has changed.
Supplementary

a)
Non-estimated damage, identified by the operative, must be notified immediately to

management.

b) Check against estimate and pass to estimators to complete re-estimate and seek authorisation

within 4 hours.

c) Management decides whether to continue to work or place on hold and update

system/change ECD.

d) If unable to gain authorisation notify senior management within 1 hour.

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e)

f)

4.1.8
Trigger mail on system to extend courtesy car and notify customer if car is placed on hold.

If authorised estimator notifies stores to order parts.
Final Quality Control

a)
Management must check that all paperwork has been completed and sign off the Vehicle

Quality Control Form (VQC): Appendix III - Vehicle Quality Control Form.

b) A check must be made that the repair met AML quality standards.

c) Job efficiency should be reviewed.

d) A visual inspection must be conducted.

e) The job must be completed and signed off on the system.

4.1.9
Hand Over

a) AMD to arrange handover, payment and all other liaison with the customer.

b) Excess and VAT liability must be checked before handover.
4.2
Vehicle Quality Control Form

Appendix III - Vehicle Quality Control Form (VQC) is part of the BRP. The forms are available for

VH and AM platform vehicles. The Vehicle Quality Control Form contains the information that

follows:

1.
Vehicle Condition Check:

A check list including the bodywork, exterior trim, interior trim, glass, wheels etc. for

damage and condition on arrival. This is to ensure that there are no future claims for

damage caused by the AMD/AMBRC. It can also be used to identify potential areas for

refurbishment upsell.
2.
Strip:

Vehicle system functionality is checked, and parts are ordered to meet estimate

requirements.
3.
Panel:

Check list for the varying levels of panel work that may be required and a check to see if

any subsequent damage to the vehicle has occurred.
4.
Paint:

Check list for the various steps required in the paint refinish process with appropriate

quality checks.
5.
Refit & Valet Checks:

Once the vehicle has been rebuilt and cleaned all the systems are to be checked for

functionality.
The VQC can identify any damage found when the vehicle is in the possession of the AMBRC. The VQC

form must also be signed and dated before the vehicle is returned to the customer. The form is auditable

and confirms the AMD’s role as the primary customer contact.

4.3
Notification to AML

The AMBRC informs the AMD and the AML regional aftersales manager of any total loss, and of

any CAT A repairs. The VIN, mileage and description of repairs/damage are to be included.

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5.0
AMBRC/AML Warranty Requirements
Refer to the Warranty Policy and Procedure Manual for the full requirements surrounding warranty.

5.1
Warranty Labour Rate

Warranty and goodwill labour rates are to be defined the start of the Body Repairers activity as an

AMBRC and can be reviewed annually henceforth. The AMBRC’s labour rate shall not be greater

than the AMD’s labour rate.
5.2
Warranty Claiming (DCS Classic)

The AMD is required to claim for warranty repairs and reimburse the AMBRC. WW code

authorisation must be provided by AML prior to commencement of work.

The process is as follows:

1) AMBRC creates electronic estimate and emails to AMD

2) AMD verifies and sends estimate to AML

3) AML approve estimate and provide approval code by return email

4) AMD inform body repairer to commence works

5) AMD pays AMBRC when work is completed

6) AMD claims reimbursement through DCS classic.
5.3
Warranty Repair Estimates

Quotations for warranty repairs must be calculated using Audatex. Where Audatex is not provided,

quotations must include a breakdown of all costs, including parts and use AML’s labour operation

codes. Submission of Warranty Repair quotations is via Spotlight.
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Appendix I - Supply of Body Repair Services

Documentation (AMD & BRC)

BACKGROUND

(A)

(B)
(C)
AMD is an Aston Martin Lagonda Limited franchised dealer / authorised repairer.

AMD is authorised by Aston Martin Lagonda Limited to provide body repair services for AML

vehicles either itself or via a nominated sub-contractor, subject always to compliance with agreed

standards and terms. Accordingly, the AMD may, if it wishes, nominate an appropriate BRC for the

repair of AML vehicles and to enter into an agreement with such BRC on the terms of this

agreement.

BRC is a body repair centre which wishes to be nominated by the AMD to carry out body repairs

to Aston Martin vehicles and has entered into a trademark and compliance agreement in the form

required by Aston Martin Lagonda Limited (Appendix II - Trademark and Compliance Agreement)

in the form set out in the schedule to this agreement.
AGREED TERMS

1.
Interpretation
1.1
The definitions and rules of interpretation in this clause apply in this agreement.
AML: Aston Martin Lagonda Limited a company incorporated in England with company number 1199255.

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