Many people in the industry have contacted glassBYTEs directly,
and still others have expressed their views on the AGRR
Magazine Industry Forum, concerning aspects of the recently introduced
METRYX registry service of LYNX Services.
Many of the concerns centered around three main points. We asked LYNX
officials to respond to these concerns. The questions and the LYNX responses
Q: This appears to give LYNX Services a lot of information into
individual shop's proprietary and business information. It seems as
though too much information will be focused in one place and the market
data could be open to abuse by other PPG Industries' operations. How
can service providers trust this registry tool?
A: LYNX Services has operated for more than 10 years in a sensitive
position with respect to information, such as pricing, that glass service
providers rightfully consider confidential. LYNX Services will continue
to uphold its position of trust and its procedures for confidentiality
in order to make the registry and the programs it supports a success.
Most of the information on the registry is information that service
providers want to promote and disseminate to the consumer/customer.
LYNX Services will perform this stewardship in a responsible and professional
way. The information that is confidential and pertains to accurate administration
of the registry will be used only with responsible third parties to
validate data entered on the registry. We have invited the participation
of NGA, IGA, NWRA, AGRSS, as well as a number of other suppliers of
training such as sealant makers SIKA, Dow, etc etc and training providers
such as Performance Achievement Group and Auto Glass Consultants. This
is not the entire list, but it is representative. Each of these will
be included on the registry, with a check box for a glass repair or
replacement company to indicate the kind of training that the company
or the technician has completed. In turn, each of the companies has
agreed to help in validating the data on the registry by reviewing on
a monthly basis the names of the companies/technicians that have registered
as having completed training. In this way, these third parties provide
oversight to help validate the registry information. This validation
will be done through confidential means established with each cooperating
Q: LYNX Services is asking for confidential information that had
not been shared before, such as technician driver license and last four
digits of that same person's social security number. Who will have access
to this personal information and how will they use it?
A: This data and other information that pertains only to the administrative
capability to manage the accuracy and viability of the registry will
be accessible only by password secured users with direct responsibility
for glass programs administration. It will be treated, like pricing,
as confidential information of the company and will not be disclosed
except as previously noted in the verification of registry data.
Q: There is concern that a third-party administrator is not entitled
to have this information. If the goal is to monitor service, there are
other ways to go about it than collecting this information. Why not
make AGRSS registration mandatory? Or track customer satisfaction
A: LYNX Services has created the METRYX Industry Services Registry
in response to needs expressed over the years by both the auto glass
retail service community and the insurance community.
Many constituents of the industry, such as AGRSS, the NGA, the IGA and
others have advocated steps to promote professional standards within
the industry. But few have the resources to create and maintain the
registry, or are in a position to incorporate the information into work
processes, so that is may be utilized by customers. LYNX is simply taking
appropriate steps to meet the needs expressed by many in the insurance
and auto glass industries, and is seeking the cooperation and support
of organizations like AGRSS, NGA, NWRA, IGA and others to make the concept
a sustainable reality.
There is no universally accepted level of credentials as yet adopted
by the industry as the single and sole measure of qualification or professionalism.
AGRSS standards are perhaps the best example to date, having earned
ANSI recognition. METRYX is cooperating with AGRSS, and with numerous
others who are providing training and professional development for the
industry. METRYX is a mechanism to record the completion of that training
and other verifiable achievements. Whether or not the completion of
any available training leads to improved or significantly better service
is not known at this time. Ongoing Customer Satisfaction surveys will
continue with the added ability to compare results among auto glass
service providers that have trained technicians with those that do not.
In time, technician training may very well become a requirement for
continued program participation. Industry demands will likely lead to
continuously improving technician training materials and curriculum
from both current, and yet unknown sources.