Marc Lambert, Operations Director at CCS, has developed a performance management tool that is revolutionizing communication with auto body technicians. His innovation? A dashboard nicknamed “Pulse,” directly inspired by a vehicle’s instruments. 

Simplified Communication 

The idea came from frustration observed at Wawanesa, where Lambert managed suppliers for Quebec. Traditional insurer performance reports were difficult for managers without data analysis training to understand. Each insurer used different formats, making things even more difficult to understand. 

 
The solution took shape during discussions with Jean-Pierre Landry of Landry Carrosserie Certifiée Drummondville, who was looking for a way to involve his technicians in the workshop’s daily performance. “For a technician, reading raw data was very abstract,” explains Lambert. 

A Familiar and Impactful Format 

 
The tool uses the format of a car dashboard—mileage, tachometer, gauges—a visual language that all car enthusiasts instinctively understand. “In the blink of an eye, technicians know exactly what they’re looking at,” says Lambert. 
The key to its success? Selecting only indicators that technicians can directly influence. Unlike financial goals, where their impact is partial, this data allows them to concretely understand their contribution. “If I don’t come in tomorrow morning, we won’t hit the goal,” is now something every technician can grasp. 

Developed for CCS Members 

 
The tool is offered free to members of the CCS network and is customized according to each workshop’s specific needs. Two workshops are currently testing it with different visuals, but with a shared goal: transforming data communication into real engagement. 

 
For Lambert, the solution to delivery times now reaching 13 days lies in this “organizational maturity”—better work organization that can even outweigh high hourly rates. 

Pictures credit : Marc Lambert