{"id":4147,"date":"2021-03-31T19:32:06","date_gmt":"2021-03-31T19:32:06","guid":{"rendered":"https:\/\/wheels2025dev.wpenginepowered.com\/resource\/quality-management-shortening-vehicle-transaction-cycle-time\/"},"modified":"2026-06-17T21:31:24","modified_gmt":"2026-06-17T21:31:24","slug":"quality-management-shortening-vehicle-transaction-cycle-time","status":"publish","type":"project","link":"https:\/\/www.wheels.com\/public\/resource\/quality-management-shortening-vehicle-transaction-cycle-time\/","title":{"rendered":"Quality Management: Shortening\u00a0Vehicle Transaction Cycle Time\u00a0"},"content":{"rendered":"

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This article is part of a series on Wheels\u2019 dedication to continuous improvement\u00a0<\/span>in order<\/span>\u00a0to deliver exceptional business results for clients. For additional insight into this commitment, read our first post in the series, \u201cContinuous Improvement: The Importance of Partnerships<\/a>.\u201d<\/span><\/div>\n
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Wheels employs numerous\u00a0<\/span>supplier partners<\/span>\u00a0to meet the varied needs of our client base. ACERTUS is a\u00a0<\/span>vehicle lifecycle solutions company that offers comprehensive services.<\/span>\u00a0In 2017, ACERTUS formed through a merger of three firms:\u00a0<\/span>AmeriFleet<\/span>,\u00a0<\/span>MetroGistics<\/span>\u00a0and Metro Title. Yet, Wheels\u2019 relationship with\u00a0<\/span>AmeriFleet<\/span> dates back 15 years.<\/span><\/div>\n
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During our supplier partner reviews, we evaluate vendor performance and re-assess metrics to continuously enhance our standard level of service.\u00a0<\/span>One of these highlighted an opportunity to improve key parts of\u00a0<\/span>the Wheels-<\/span>ACERTUS service delivery.<\/span><\/div>\n<\/div>\n
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The Opportunity: A Faster Road-Ready Experience<\/h2>\n<\/div>\n
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Both Wheels and our ACERTUS counterparts agreed there was an opportunity to\u00a0<\/span>better\u00a0<\/span>define\u00a0<\/span>the vehicle paperwork process to eliminate delays in the road-ready delivery experience and increase client satisfaction.\u00a0<\/span>In a weeklong Kaizen Event, w<\/span>e defined our mutual goals and determined setting a cycle time metric to include transportation with title and registration services would be the most beneficial to the driver\u2019s experience. With the understanding that each jurisdiction has independent turnaround times, we set a target to have 95% of our title and registration transactions completed within 15 days of receipt of requirements as a standard.\u00a0<\/span><\/p>\n

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The Process: A Wheels Kaizen Event<\/h2>\n<\/div>\n
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To kick off the\u00a0<\/span>transactional improvement event<\/span>,<\/span>\u00a0personnel from both Wheels and ACERTUS documented the present state of the vehicle cycle process.\u00a0<\/span><\/p>\n<\/div>\n

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Next, they incorporated feedback from customers into the review. Key customer insights were that the\u00a0<\/span>previous document didn\u2019t provide enough information, communication needed improving and there was a lack of visibility into status requests.\u00a0<\/span><\/p>\n<\/div>\n

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The team grouped pain points established by the present state review and customer feedback into key issues. Then th<\/span>ey\u00a0<\/span>mapped the issues into key solutions, which included:<\/span><\/p>\n<\/div>\n

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