September 2013
Plus: SEMA and NACE Previews Computerized Measurement Systems Banners At A Glance CCIF Update Survey: Refinishing, Then and Now
Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970
Finding Calm in the
Whirlwind Making Lean Work For Your Shop Visit www.bodyshopbiz.com
SEPTEMBER BODYSHOP COVER 2013.indd 1
13-08-12 8:36 AM
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© 2013 The Sherwin-Williams Company
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Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970
contents
September 2013 l Volume 43, Issue 4
Features 16
Computerized Measurement Systems and the Insurers
20
Banners, Networks, and Franchises At A Glance
22
ASRW/NACE Preview
28
SEMA Preview
Instead of eyeballs and string, computerized measurement systems provide a highly accurate, verifiable analysis of precisely what’s wrong and how and where to approach the repair. For that reason, more and more insurers are not just recommending CMS systems to their collision repair partners, but demanding them as a requirement for DRP status.
We asked some of Canada’s leading regional and national banners, networks, and franchises to give us a brief rundown of what they require to join, and what their members receive in return. Here, at a glance, is what they told us.
Automotive Service & Repair Week’s two events, NACE and CARS, will arrive in Las Vegas this October. NACE, the International Autobody Congress & Exposition, features exhibits and a variety of events and special education programs throughout the week.
The Specialty Equipment Market Association SEMA Show at the Las Vegas Convention Center provides attendees with educational seminars, product demonstrations, special events, networking opportunities, and more. Here’s a rundown of the highlights collision repairers will find most interesting, along with a convenient show map.
34
CCIF Update
38
SURVEY: Refinish Productivity, Then and Now
Cover
14
Lean And Your Shop: Finding Calm in the Whirlwind
With so much time having passed since the mandated transition in Canada to low-VOC coatings in most refinish operations, it seems the right time to check in on the market and see what the long-term effect has been, from what is surely the most significant change to the refinish process in decades.
The idea of executing a Lean strategy in your shop, or the related Japanese philosophy known as the “Five Ss,” makes great sense as a way of providing excellent customer service, improving performance, and maximizing corporate responsibility. But for many shops, it’s something of a Holy Grail. How can you, in effect, overhaul your entire operation – from estimating to physical organization – when every day is a whirlwind of unplanned developments and reacting to mini-crises?
In Every Issue 4
From the Publisher
37
Internet Directory
6
News
37
Advertisers Index
28 visit us at bodyshopbiz.com In the next issue: Custom And Specialty Opportunities: Refinish Troubleshooting, Equipment and Supplies; Abrasives & Prep Materials; and Bodyshop’s Fourth Annual Canadian Custom Bodywork and Refinish Award. www.bodyshopbiz.com l September 2013 l Bodyshop 3
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Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970
from the publisher
Predictably Unpredictable F
irst comes the crash. This business is mainly built, after all, on the misfortunes of others. And that’s nothing to be ashamed of. A good portion of the medical community exists to handle the human collision, and without them people’s lives would be irreparably damaged, even ended. For you, it’s just a reality that if people never crashed their cars, there wouldn’t be any need for a collision repair industry. Or really, that much in the way of auto insurance, save for covering vandalism and the like. But that’s not the way it is. People do dumb things that get them into trouble on the roads, and then their vehicle ends up in your shop. And, for the most part, this industry does a very good job of picking up the pieces and helping put an end to what can be a truly traumatic experience. So give yourself a pat on the back. And then remind yourself that you are being paid to do this, so while it is noble to go the extra mile to help a customer out, it’s not charity. Once again, there is nothing wrong with that. This industry gives quite a bit to many charitable causes – something to be justly proud of – but actually, repairing cars for consumers should not and cannot be part of this generous giving. And it is wrong that for so many of you, it feels like this is what you are doing too often. Here’s the point. When your shop is a nexus of panic and disorganization, you cannot fight for yourselves effectively, because you cannot state with credibility that you are doing everything that you can to keep costs down and efficiency up. And furthermore, when your processes are constantly breaking down, you are more apt to offer customers a break, added consideration, etc., as compensation for their inconvenience. None of this is to say that you will not have a near-constant state of being at the brink of spinning out of control. That is what this business is about, and what it should be highly skilled at handling: the unplanned, unexpected events. Choosing a motorsport metaphor, I have an image ingrained in my memory of the late, great F1 driver Gilles Villeneuve’s Ferrari being hotly pursued by Nelson Piquet in his Brabham. Villeneuve is in full, tail out, opposite lock slide. And right there, tight inside the Ferrari on the corner, is Piquet’s car, looking tidy and sedate. But if you looked closely, you’d see that his inside rear tire was about three inches off the ground. He may not have looked it, but he was very quick. That’s the kind of performance that will get you to the end of the race again and again. Running a smart business is a lot like running a smart race. You have to do the best with what you have and make sure you make it to the end. It may lack excitement – admit it, sometimes you enjoy the excitement of rescuing a situation – but on balance, the results will be much better. And your blood pressure will be lower too. Running a smart business is not about always running as fast as possible; it’s about running predictably, not letting the unpredictable destroy the process, and being controlled in your reactions to those things that would threaten to do just that. And to finish first, as they say, first you must finish. It’s a long race. B Leave the crashing up to the others. Andrew Ross aross@bodyshopbiz.com
PUBLISHER Andrew Ross 416-510-6763 aross@bodyshopbiz.com MANAGING EDITOR Martha Uniacke Breen mubreen@bodyshopbiz.com EDITORIAL CONSULTANT Brian Harper SALES MANAGER Jay Armstrong 416-510-6745 jarmstrong@bodyshopbiz.com PRODUCTION MANAGER Steven Hofmann 416-510-6757 shofmann@bizinfogroup.ca ART DIRECTOR Choo Hwee Kuan PRINT MANAGER Phyllis Wright CIRCULATION MANAGER Selina Rahaman 416-442-5600 ext.3528 CUSTOMER SERVICE Roshni Thava 416-442-5600 ext 3555 VICE-PRESIDENT Alex Papanou PRESIDENT Bruce Creighton
BODYSHOP is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd. 80 Valleybrook Drive, Toronto, ON M3B 2S9 Phone 416-442-5600 Fax 416-510-5140 Subscription rates: Canada – $39.95 (add applicable taxes) per year, $62.95 (add applicable taxes) for 2 years, single copy $7.00. USA and all other foreign – US$61.95 per year. U.S. single copy US$10.00. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior written consent. US Office of Publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-1118. Periodicals postage paid at Niagara Falls, NY. US Postmaster: send address changes to Bodyshop PO Box 1118, Niagara Falls, NY 14304-1118. From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us via one of the following methods: Tel: 1-800-268-7742 Fax: 416-442-2191 E-Mail: privacyofficer@bizinfogroup.ca Mail to: Privacy Officer, Business Information Group, 80 Valleybrook Drive, Toronto, ON M3B 2S9 ISSN 0045-2319 Online 1923-354X Canada Post Canadian Publications Mail Sales Product Agreement No. 40069240 Return postage guaranteed. Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept. — Bodyshop Magazine, 80 Valleybrook Drive, Toronto, ON M3B 2S9 “We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage”.
4 Bodyshop l September 2013 l www.bodyshopbiz.com
p4 SEPTEMBER PUBLISHER.indd 4
13-08-09 10:46 AM
Stay ahead of the curve in a changing world.
Changes have driven the automotive finishing business in new directions. With DuPont™ Cromax® Pro waterborne basecoat, you can speed up your operations and increase productivity, without compromising the quality of work you demand. It’s part of an integrated DuPont Refinish system designed to keep you ahead. Make sure your business stays ahead of the curve. Talk to your local DuPont Representative or call 1.800.668.6945.
Products change. High standards don’t.
The DuPont Refinish Logo, DuPont™ and all products denoted with ™ or ® are trademarks or registered trademarks of E. I. du Pont de Nemours and Company or its affiliates. DuPont Canada is a licensee. © Copyright 2013 DuPont Canada. All rights reserved.
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13-07-24 7:28 AM
news
Beware of Flood-Damaged Vehicles
R
ecent flooding incidents in Calgary, Toronto, and other regions of Canada have led to extensive damage and total loss of thousands of cars. Unfortunately, some dishonest types may see this as an opportunity to cash in, buy these cars cheaply, and resell them to unsuspecting buyers. Be on the lookout for cars that come into your shop with flood damage that you suspect the owner plans to resell fraudulently. In all but the slightest cases, a vehicle that has been flooded is no longer roadworthy and is usually written off. According to the Insurance Bureau of Canada, most comprehensive or allperil insurance policies will cover the loss, along with damage caused by wind, hail, flying debris, and fallen tree branches. If a car comes into the shop with these kinds of damages, advise the vehicle owner to check his or her policy to be sure. To protect consumers, IBC and its member insurance companies have
T
compiled a database of flooded vehicles that have been reported and branded as non-repairable due to flooding across southern Alberta and the Greater Toronto Area. “In the aftermath of a flooding event, fraudsters may attempt to clean up and resell storm-damaged vehicles to unsuspecting consumers. This new free VIN Verify Service on ibc.ca helps to protect consumers by allowing them to check whether a vehicle has been reported as flood-damaged and nonrepairable by participating IBC member insurance companies,” says Rick Dubin, vice-president of investigative services at IBC. “Canadians should be cautious when a deal seems too good to be true and should report any suspicious vehicles to IBC, through our tips reporting program at 1-877-IBC-TIPS or through the web at www.ibc.ca,” adds Dubin. Even if a crook attempts to conceal flood damage, it’s easy to spot if you know what to look for, according to the
U.S. National Insurance Crime Bureau. Here are some of the telltale signs: • Mildew, debris, or dirt inside the car, especially in hidden corners • Dampness or moisture in carpets or inside the instrument panels • Rust on interior surfaces and screws • Water stains • A strong mouldy odour (or conversely, a strong smell of deodorizer or Lysol) If you suspect a car has been flooddamaged and the owner is not forthcoming about it, IBC’s VIN check service may be found at http://www. ibc.ca/en/Car_Insurance/Buying_a_ New_Car/VINCheck.asp. You can also try running the VIN number through CARFAX’s website (www.carfax.com) or the U.S. National Insurance Crime Bureau’s site at www.nicb.org. If you suspect a car is being presented for flood-damage repair fraudulently, call the IBC tips reporting program at 1-877-IBC-TIPS or through the web at www.ibc.ca, and contact police.
“Green” Car Cover
he amount of waste plastic being generated by society today is of increasing concern to those who care about the environment. The plastic sheeting that is discarded into landfills and dumps by the North American auto body industry is a major source of waste plastic: If just one roll of plastic is used monthly by the 116,000-plus body shops in the U.S.A. and over 8,000 in Canada, that translates into over 7.5 billion square feet of waste plastic sheeting annually. What impact does this waste have on the land, wildlife, and the human population in general? One just has to view the trailer for the new documentary, “Midway,” at www. midwayfilm.com, to get a sense of the damage plastic is doing to the environment. A Canadian company, Coverall Car Care of Coquitlam, B.C., has developed the Foldon-Foldoff Car
Cover, designed to replace plastic sheeting with a reusable “green” cover that is long-lasting, simple to use, and versatile. The durable, reusable cloth cover can be utilized in bodyshops in a number of different ways, from the prep department through to the paint department, or simply to protect completed customers’ cars from dirt, dust, and accidental scratches while waiting to be collected. It also provides savings to shops by eliminating the expense of throwaway plastic sheeting. According to the company’s Michael Trigg, “Whether we like it or not, we have to reduce the amount of plastic entering the environment. Auto bodyshops have to play their part in this reduction.” For more information or to order covers, visit www. Coverallcarcare.com.
6 Bodyshop l September 2013 l www.bodyshopbiz.com
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13-08-08 10:39 AM
Finding the perfect wiper has never been easier The wiping and cleaning tasks that our industrial products are asked to tackle can range from preparing parts, cleaning before painting, enhancing maintenance or quality control processes, and picking up leaked oil or other lubricants. Our range includes solutions that cover all these needs. Tork considers every detail – letting you get more done, more efficiently.
Tork wipers offer just the right solution for the task at hand. Visit talktork.com for a free trial and see exactly how simple it is.
Wiping
Sanitizing
Task
Cleaning
Polishing
© 2013 SCA Tissue North America LLC. All rights reserved. Tork® is a registered trademark of SCA Tissue North America LLC, or its affiliates.
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13-08-07 8:14 AM
news
Continued from page 6
ARA Commends New Connecticut Law Addressing Counterfeit Airbags Did you know that when you are spraying a catalyzed paint product in a spray booth or prep deck, the proper personal protection equipment is an air-supplied respirator? Air supplied respirators must be supplied with Grade “D” Breathable Air. Quality Air Breathing Systems are designed to provide Grade “D” Breathable Air from your existing compressed air system, for compliance with current CSA Standards when using an air supplied respirator. Systems sized from one person to twelve persons at the same time. We offer complete systems, with proper filtration and carbon monoxide monitors, panel mounted, and ready to use. Available in belt mounted, wall mount, and portable versions.
T
he Automotive Recyclers Association is recognizing the efforts of Connecticut state legislators and Governor Daniel Malloy to address the increasing prevalence of counterfeit airbags in the automotive parts marketplace. On July 12, Governor Malloy signed legislation into law making it a crime to manufacture, import, install, reinstall, or sell a counterfeit or nonfunctional airbag. The new law goes into effect October 1. “ARA continues to speak out against counterfeit air bags and cautions the automotive repair industry community and consumers about their increasing prevalence and the dangers they pose to consumers,” says ARA president Chris Wright. “We met with U.S. National Highway Transportation Safety Administration (NHTSA) representatives earlier this year to support their October 2012 consumer advisory warning about the prevalence of counterfeit airbags, and also requested that future advisories acknowledge recycled OEM airbags as a practical repair option.” Many U.S. states and Canadian provinces are aware of the threats posed by
counterfeit airbags and are actively addressing the concerns. Legislation targeting counterfeit airbags passed both chambers of the New York state legislature last month and is expected to be signed into law by the Governor. Lawmakers in Ohio, New Mexico, and Maryland also introduced similar bills. As law enforcement agencies across the country and in the U.S. Government step up efforts to combat the sale, distribution, manufacture, and installation of counterfeit airbags, professional automotive recyclers are emphasizing once again that quality, recycled, nondeployed OEM airbags are not counterfeit and provide common-sense solutions for consumers, repair facilities, and insurance companies. ARA continues to share with both industry and policymakers alike that entities such as the National Conference of Insurance Legislators has incorporated ARAPro Quality Control Inspection and Protocol guidelines for non-deployed OEM airbags into model legislation. The ARAPro guidelines have also been included in proposed state legislation this year.
J.D. Power Reports: Auto Insurance Claims Make or Break Customer Relationship
H
ow well auto insurance providers handle claims may make or break the relationship with their customers, according to the J.D. Power 2013 Canadian Auto Claims Satisfaction Study. The inaugural study measures customer satisfaction with the claims experience for auto physical damage loss. Depending on the complexity of the claim, a claimant may experience some or all of the following factors that are measured in the study: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement. Settlement is the most important factor of overall satisfaction among both total loss and repair claimants. Although settlement is the most
important factor, the first notice of loss (FNOL) – the first phone call a customer makes to their insurance provider after they have been in a vehicle accident or experienced damage to their car – sets the tone for the rest of the claims process. The first phone call averages 18 minutes, according to the study. “The first call to notify the provider of the damage is critical to customer satisfaction with the entire claims process,” says Jeremy Bowler, senior director of the insurance practice at J.D. Power. “If that initial call goes well, odds are good that the claims process will go well and also bodes well for the long-term relationship with the customer.” Continued on page 10
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You know you’d rather use Ford Genuine Parts.
*
We know the only place to get them.
CollisionLink® is the only way to access the Ford Parts Conquest Program and purchase more Ford Genuine Parts at prices competitive with the aftermarket. With CollisionLink, discount alerts automatically appear on part orders. There’s no paperwork, hassles or headaches, just savings opportunities that are easy to implement and fit into your current workflow. Run a more efficient, profitable shop and fix cars faster and better with more Ford Genuine parts… use CollisionLink for every parts order. To learn more, visit www.OEConnection.ca/shop
*Actual January, 2013 Ford Parts Conquest Program pricing comparison. Ford Parts Conquest Program and Ford Genuine Parts are registered trademarks of the Ford Motor Company. OEConnection and CollisionLink are registered trademarks of OEConnection.
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Continued from page 8
The study finds that claimants who receive an explanation during the first call with their provider of what to expect during the claims process are significantly more satisfied than are claimants who do not receive this explanation. While a majority (87%) of claimants receive an explanation, overall satisfaction declines by a substantial 169 index points, on average, when claimants don’t receive an explanation of the process.
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Additionally, overall satisfaction is higher when insurers are able to answer all claimant questions during the first call than when they are not able to answer all questions. Satisfaction among claimants who have all of their questions answered during the first call averages 810, compared with an average of 651 among claimants who do not get all of their questions answered during this call.
“Filing a claim can be a stressful situation, so it’s easy to forget to ask key questions or get confused about the information the insurer provides during the call,” said Bowler. “Keeping good records of all calls regarding the incident is helpful for reference later in the claims process, if necessary. It is also advisable for claimants to take pictures of the vehicle damage for their records.”
Lincoln Electric Expands Money Matters Program
incoln Electric has expanded and extended its Money Matters promotion, offering customers their choice of a rebate, free accessories, or a two-year extended warranty when they purchase one of the qualifying welding products. Depending on the qualified equipment selected, customers can choose to receive a cash rebate of up to $200, free additional product with a value of up to more than $619, or a two-year extended warranty. Additionally, customers that purchase the Torchmate Growth Series 2x2 CNC
CAN YOU MANAGE TO MEET OUR STANDARDS? Shop Managers needed for busy collision repair centres in Calgary and BC Do you have the experience to run a large, busy shop? Are you attentive to details? A good communicator? Able to multi-task and meet high performance metrics? As Canada's leading independent collision repair chain, we offer: • A leading-edge organization; • Incredibly strong team spirit; • Company vehicle with gas allowance; • Extended benefits including LTD and MSP; • Excellent base salary plus performance bonuses. E-mail us your résumé and a letter describing how your qualifications and experience fit the job. Only those selected for an interview will be contacted. No phone calls, please. Send to: hr@craftsmancollision.com
Plasma Cutting System receive a free product with a value of $800. The expanded program will run from July 1, 2013, through March 31, 2014. To learn more about the program, review the program rules, locate a participating distributor or submit a claim, customers should visit www. lincolnelectric.com/moneymatters.
Evercoat Turns 60
E
vercoat recently celebrated its 60th anniversary with an open house for employees and their families. Evercoat also has launched a 60th Anniversary Logo and had commemorative plaques produced and presented to the company’s longstanding international customers, celebrating its partnership with them as it reaches its diamond anniversary. Back in 1953, Evercoat founder Joseph Linder saw the need for quality repair materials for his local boating industry and developed his first product fiberglass resin material used to recover and repair wooden boats, opening Evercoat (then known as Fibre Glass-Evercoat) in his home city of Cincinnati. His first big success was selling to Sears. From the beginning, Linder identified the need for a similar product for the automotive aftermarket and expanded his product offering with a range of polyester body fillers and putties for the professional bodyshop. Beginning in 1961, the company introduced the first coloured catalysts for polyester body filler, which assured the bodyman of a thoroughly mixed product. The subsequent years brought many technologically advanced products such as eco-friendly Rage Ultra and Metal Glaze Ultra resins, Quantum1, Fiber Tech, and Super Build, to name a few.
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CIIA Launches Fall Estimating Courses in Ontario
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he Collision Industry Information Alliance’s estimating collision repair training course is back to help shop or office employees, new estimators and insurance company staff who may need assistance in estimating collision damage on cars and light trucks in Ontario. This six-night course includes introduction to estimating, understanding vehicle construction, fundamentals of estimate writing, understanding collision manuals, additional charges and collision damage analysis. The first evening course commences September 9th, with two classes per week over a three-week period. Classes are scheduled in Burlington, Brampton and Toronto. Total instruction time is 18 hours. For further information and to register, contact the CIIA’s office at 1-866309-4272 or email info@ciia.com.
Appointments Kari Barton has joined Concours Collision Centres~CSN in the role of director of business development. Kari has been in the insurance claims industry for 22 years and most recently was the claims branch manager of the RBC Insurance Calgary office. In Kari’s new role, she will continue Concours’ Lean strategy vision with a concentration on insurance performance, developing dealership relationships, and delivering exceptional customer experiences. Corey Etheridge has been promoted to store manager of Dana’s Collision Center ~ CSN in Fredericton, N.B. Etheridge has been employed at Dana’s Collision Center~CSN since 2002, when he moved to Fredericton from Newfoundland. Corey has a diploma in computer science from the College of the North Atlantic and a semester of business courses from Memorial University in Newfoundland. Since that time Corey has garnered experience and promotions in estimating/repair planning, customer service, I–CAR & PCE.
Profit at work.
Profit. Mitchell RepairCenter helps improve profitability on every job. • RepairCenter improves batting averages through opportunity management and reporting • ToolStore eliminates the need to re-enter data between different vendors and services
Come see what’s new at Mitchell NACE Booth #1539
To learn more today, visit www.mitchell.com/repaircenter or give us a call at 1.866.990.9279
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Continued from page 11
Mirka Opens Training Centre in Finland M
irka Abrasives, parent of Mirka Abrasives Canada, has opened a technology and training centre in Jeppo, Finland, where the company’s world headquarters are located. The new centre features such state of the art technology as ATEX-certified gas-heated paint booths and a hightech auditorium. The new technology centre, slated to open in early 2014, will have the capacity to train at least 1500 people per year. The centre will welcome Mirka employees and customers of Mirka products as well as distributors, potential customers, and partners such as paint companies, OE manufacturers and training schools. ”We want the customer to feel that he is receiving training in the latest new solutions as well as getting an opportunity to participate in the development of new innovative ideas,” states Mirka
I-CAR Canada Courses Now Recognized by ICBC
I
-CAR Canada, which is administered by the Automotive Industries Association of Canada, has announced that as of June 8th, 78 I-CAR Canada courses are accepted under the Insurance Corporation of British Columbia’s accreditation program for collision repair shops. These courses will now count towards ICBC’s annual training requirement for technicians working for accredited repair shops, which dramatically increases the number and variety of courses available to collision repair technicians in the province. I-CAR Canada director Andrew Shepherd notes that the skill requirements of the collision repair industry are growing rapidly. “Today, manufacturers are producing a greater variety of vehicles made with new materials and advanced electronics that require very different repair procedures. Therefore, it is imperative to provide repair facilities with an increasing number of training resources.”
Canada marketing spokesperson Keren Binmahar. Mirka Canada president John Booth and eastern Ontario sales rep Andrew Rennert were among the attendees
who gathered in July for the grand opening, and to hold a celebration bash to celebrate the company’s 70th anniversary in 2013.
The new I-CAR courses will be available immediately via online independent learning and will soon be available in the form of in-class courses through provincial colleges and other industry trainers.
consists of 144 locations in Québec. The new cluster of more than 280 collision repair shops allows a national coverage sought by insurance companies. This business relationship will bring interesting expansion opportunities to all Uni-Select’s and CSN’s stakeholders. “This is great news for Uni-Select, which seeks to continue its growth in the distribution of automotive replacement parts and paint products in Canada. The partnership with CSN network promises to be beneficial to both entities,” says Michel Charbonneau, vicepresident, PBE, major accounts and marketing, Uni-Select. “We are very pleased to further unite our two networks that share many values. Having Carrossier ProColor as a strong, respected and professional member partner in Québec, and now the addition of Uni-Select as CSN’s national preferred distribution partner, only strengthens CSN’s commitment and ability to deliver on our promise.” says CSN’s CEO, Flavio Battliana.
Uni-Select, CSN Broaden Partnership
U
ni-Select members are now positioned to offer replacement parts and paint products to Collision Solutions Network shops. Uni-Select announced recently that it expanded its paint offering in Canada, which will improve the service it can offer to customers and could lead to sale of replacement parts and paint products to CSN’s 280 collision repair shops across the country. Carrossier ProColor, a division of Uni-Select, and CSN announced their ambition in December 2012 to create the largest network of bodyshops across Canada. Uni-Select has successfully provided valued services and products to the successful collision network Carrossier ProColor, which
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13-08-08 2:20 PM
Automotive Finishes
Where Speed Meets Green R-M® believes you shouldn’t have to choose between being productive and being VOC compliant. That’s why we’re introducing Onyx HD™ Low VOC Productive System, a compliant solventborne alternative that dries quickly in most shop environments. When you switch to Onyx HD, you can enjoy the benefits of a tried and true solventborne system that meets all VOC standards for North America and uses COLOR-MAX®, one of the fastest and most accurate color tools in the industry. To learn more, please call 800-825-3000, visit www.basfrefinish.com/onyx-sb and see us at NACE, Booth 1535 and SEMA, Booth 21441. ©2013 BASF Corporation
BASF12040_RM-LowVOC_BodyShopCanada_NACE&SEMA_Sept2013_8.125x10.875.indd 1 basf p13.indd 13
Scan with a QR code reader to learn more about Onyx HD Low VOC Productive System.
8/1/13 1:42 PM 13-08-06 10:37 AM
lean strategies
Lean and Your Shop:
Finding The Calm
Within the Whirlwind
By Martha Uniacke Breen
T
he idea of executing a Lean strategy in your shop, or the related Japanese philosophy known as the “Five Ss,” makes great sense as a way of providing excellent customer service, improving performance, and maximizing corporate responsibility. But for many shops, it’s something of a Holy Grail. How can you, in effect, overhaul your entire operation – from estimating to physical organization – when every day is a whirlwind of unplanned developments and reacting to mini-crises? According to Norm Angrove, national manager of business development and business solutions for PPG Canada, the road to Lean is a marathon, not a sprint. “We have trained thousands of people across North America, and the one thing that is very common is that many owners and managers try to take on too much,” he says. “Many of them have to deal with the reality of a whirlwind every day, and their Lean processes (in fact, the overall process) may end up being two miles wide in intention and two inches deep on the execution. We recommend taking it from the opposite angle: identify and prioritize important goals and initiatives and go two inches wide and two miles deep. This ensures the operation is not only excellent in its implementation, but sustainable over the long haul.” Patrice Marcil is in charge of strategic planning, training and customer care for Axalta, and says the key is to start, at the very beginning, by sitting down and truly understanding what you are trying to accomplish. “I would certainly recommend to start with small steps, and be realistic about what you are trying to achieve. It takes a while to implement and sustain a Lean philosophy, and the smoother the implementation, the more sustainable it will be. Implementing a
Lean philosophy is the first step; the most important step is to keep it going, otherwise all your efforts will be lost.” Is there such a thing as “Lean Lite,” whereby a shop can cherry-pick specific tenets of the philosophy as it suits your particular situation or needs? Both Marcil and Angrove state categorically that this is at best, the wrong way to approach the strategy, and at worst a recipe for disaster. The whole secret to Lean is to eliminate waste and maximize efficiency, through simplifying shop procedures and focusing on what works well and what doesn’t. One intelligent way to put this into practice is through the Japanese strategy known as 5S. Originally expressed as a series of five Japanese words beginning with S, it has been translated into English as Straightening (arranging tasks, workers, equipment, tools and procedures in an orderly, easy to sustain way); Shining (keeping everything spotless and in a designated place); Standardizing (implementing standardized procedures so all workers can follow them and can take over a given task at any point); and
Service (or Sustaining), ensuring that all workers adhere to the procedures over the long haul to keep the system working properly. Rather than doing a little bit in each department, or working on all areas simultaneously, it’s far better to focus on one area, thoroughly analyze how it can be streamlined by applying Lean’s five tenets (see sidebar), and getting it working smoothly before moving on to the next area. Angrove says an excellent place to start is with the estimating process. “A lot of shops don’t realize that 85% of the waste in the process resources come simply from inefficiencies in the estimating process. It’s really about using highly skilled and trained estimators who can uncover all the damage up front, to keep the process from slowing down. This is an area that the shop needs to be very careful about.” Once the estimating department is working to maximum efficiency, the next area to examine is the shop’s KPIs. “The better you understand this area,” he says, “the better you can manage your shop most efficiently.”
What Is Lean?
The five-step thought process for guiding the implementation of Lean techniques is easy to remember, but not always easy to achieve: 1. Specify value from the standpoint of the end customer by product family. 2. Identify all the steps in the value stream for each product family, eliminating whenever possible those steps that do not create value. 3. Make the value-creating steps occur in tight sequence so the product will flow smoothly toward the customer. 4. As flow is introduced, let customers pull value from the next upstream activity. 5. As value is specified, value streams are identified, wasted steps are removed, and flow and pull are introduced, begin the process again and continue it until a state of perfection is reached in which perfect value is created with no waste. Source: Lean Enterprise Institute, www.lean.org
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more,” notes Angrove. “Is it for everyone? Well, it’s for those who are committed to excellence; it’s increasingly a reality of the marketplace, just as faster, better, cheaper is a reality.” Many suppliers, including PPG and Axalta, are dedicated to helping shops work towards this worthwhile goal, with formal training programs and other forms of ongoing support. “There’s no one-size-fits-all approach,”
“
I believe my success & profitability as a franchisee is a result of my team following the systems and procedures provided by Maaco for consistent quality work and customer service. Why wouldn’t I? Maaco has been doing this for over 30 years while continuing to improve. In addition, we regularly advertise in my local market area for brand awareness.
“
Maracil agrees. “Lean philosophy is valuable because it forces the ‘Leaner’ to focus on the Key Performance Indicators of business performance. It allows users to really understand the difference between what is required to perform, compared to what seems to be working okay. Lean management, production, and manufacturing are all about improving performance and efficiency while reducing and eliminating wasted time, energy and material; this philosophy can be applied everywhere, by anyone, in different magnitude.” Reducing the overall cycle time, throughput, and especially “touch time” (i.e., the amount of time the tech physically spends with a vehicle), can be crucial to survival today, and this is the area where most shops find a Lean strategy to be most productive. The idea is to work on switching the shop’s mindset from a “push” system, which is really a kind of chronic crisis management, to a “pull” system, whereby all processes proceed in an orderly flow and the shop controls the process, rather than reacting to the situation as required. Increasingly, moving over to Lean is no longer an option, even for the smaller independent shop. The insurance industry is focusing more and more on performance in DRP programs, adding to the competitive pressures of an industry that has already become highly competitive. The shop that has made itself best in class in its particular market will be the one that gets the business. “The ongoing journey to operational excellence is not an option any
says Angrove. “Work with your supplier or coach to workshop different areas of the business, from repair planning, the parts department, etc., to [recognize] innovation, execute it properly, and insure this innovation is incorporated smoothly. “The biggest breakdown is always the execution. The whirlwind will never go away, so it’s important to be able to work within that whirlwind. Or put another way, how do you eat an elephant? One bite at a time.”
Brett Byers Maaco Franchisee of Barrie
Interested? Call us at
1-800-387-6780 #MAACOVER
is closer than you think.
www.maaco.ca
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computerized measuring
Computerized Measurement Systems
and the Insurance Industry By Martha Uniacke Breen
T
he advent of computerized measuring equipment, and more recently, 3D scanning technology, has led to a breakthrough in the collision repair industry. Instead of eyeballs and string, calipers and even lasers and targets, computerized measurement systems provide a highly accurate, irrefutable and verifiable analysis of precisely what’s wrong – all of what’s wrong – and how and where to approach the repair. For that reason, more and more insurers are not just recommending CMS systems to their collision repair partners, but demanding them as a requirement for DRP status. “Insurers are asking for more sophisticated methods of control over the various steps in the repair process, which includes digital measuring systems [and other state-of-the-art equipment],” says Edward Bannister of R.F. Finishing Systems, which distributes Car-O-Liner in Ontario. “As more members come onboard, higher DRP-program standards of repair will be dictated, which will require large capital equipment to achieve. Membership in DRP programs confers benefits and privileges, but also a responsibility to adopt new methods of working; those who are not part of the alliance risk losing economically.” There’s no question the high initial cost of investing in the system may give pause, especially to a smaller shop that is working on narrow margins as it is, but eventually, there will come a time when you can’t afford not to. “In today’s competitive world, the bodyshop owner must seek to find ways to make his business as competitive as possible,” Bannister continues. “We are always being told that insurance labour rates have not changed, so the necessity to do the job quicker, faster, and more efficiently are imperative to retain revenue and your workforce. Embracing the new technology is one way of increasing efficiency, accuracy, sales, and profitability.”
Before computerized measuring, the fine art of pulling a car straight was about brute strength and a good eye. Today the push for verifiable accuracy is moving the measuring technology forward at a rapid pace.
Especially in complex modern cars, missing hidden damage and discovering it later – or not discovering it at all – can have serious consequences, ranging from unscheduled delays in repair parts and cycle time to hassles over revised estimates and supplemental payments. A recent article in the U.S. magazine Bodyshop Business points out that these systems do start Developments like Car-O-Liner’s HandEye app that allows techs to providing a return on investment use their handheld computer device to wirelessly access and immediately. Start with compartransmit measurement data, are part of the rapid advances in ing the standard way of hanging laser targets on the car or measurmeasurement technology. ing with calipers. Setup alone costs the tech a minimum of twenty minutes, To start with, a car whose damage is ana- not counting the issues of having to move lyzed to the high degree of accuracy that targets, or stopping to adjust or replace a the systems provide will ensure that you dropped target. A computerized system prohave found everything that is wrong with vides complete results in only a few minthe car, before finalizing the insurance estiContinued on page 18 mate or quoting a price to the consumer.
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computerized measuring
Continued from page 16
utes, cutting “touch time” down by three or four times. Add to this the pluses of online connectivity–to the insurer, your parts supplier, the consumer–and waiting time is reduced significantly as well. Another of the advantages of these systems is that they provide hard copy printouts of the damage, where it is and precisely how extensive – tangible proof that can support an insurance claim and provide a road map for a perfect repair, including
needed parts, quickly and accurately.
The Future of Estimating Mitchell collects automotive frame measurements and chassis diagram data to provide to various industry constituents, including repair shops, collision, and bodyshop centres, along with a 3D scanning service that takes the role of computerized repair analysis to another level. The company’s new technical research centre
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in California, equipped with 3D scanning technology from FARO, will provide Mitchell customers with the broadest set of dynamic data, rather than only static vehicle dimension data. The scanner generates a 3D “point cloud” that is accurate down to 2 mm, and can zero in on any point in the vehicle, visible or not. Mitchell’s literature calls it the “future of estimating,” and notes that the technology has huge potential not just for a new level of precision in estimating, but in fraud detection and even consumer self-service. Because the analysis is so detailed, the insurer or estimator can verify the exact nature of the damage, eliminating excessive claims as well as underreported damage. Because the data can be compared to a normal undamaged model of the same vehicle, it can also detect nonstandard manufacture, such as chopshopped cars. But the concept also has potential for improved customer service as well. A consumer can conceivably take a picture of the damage on his cellphone and upload it to his insurer, who can compare it to the 3D scan in the database. Especially with minor repairs under about $1500, there is the potential to fast-track the claim and eliminate excess adjustment expenses and delays. Bannister believes that in the not too distant future, digital measuring will become not just the recommended option, but the only one. “In the future, more codes and standards will regulate the industry, and those without the much-needed equipment will cease to exist or be at a serious disadvantage. I believe legislation will force owners to adopt these methods. Big or small, collision centres have the opportunity to have a stake in the repair business, and I see a day when every quality repair facility will need to have access to this new equipment to repair vehicles to required OEM standards.” Above all, insurance companies loathe uncertainty, and they loathe inefficiency. In the highly competitive world that the collision repair industry has become, the shop that can provide the most accurate service and state of the art facilities will be the one left standing.
mirka abrasives canada inc. t 800-843-3904 f 800-626-6970 www.mirka.ca 18 Bodyshop l September 2013 l www.bodyshopbiz.com
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What’s your
Exit strategy?
a solid solution is worth exploring!
You’ve worked long and hard to build your business. Now, it’s time to sit back and relax a bit. But how do you get out of the fast lane and take the rewards with you? Whether you’re retiring or simply selling as a good business move, make The Boyd Group your exit strategy. We are the largest operator of collision repair facilities in North America and we’ve worked with many owner/operators to create winning exit strategies. In short, we want to help you get to where you want to be. To find our more about the Boyd Group, visit our website. To find out how we can help you, call Eric Danberg, President, Canadian Operations, THE BOYD GROUP at 204-488-4215.
www.boydgroup.com
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banner chart
Banners, Networks and Fr
We asked some of Canada’s leading regional and national banners, networks, and franchises to give us a brief r Here, at a glance, is what they told us. NAME
TYPE
HOW LONG IN OPERATION
MEMBERS
REACH
COST TO JOIN/ ANNUAL DUES
PR TO
Maaco Collision Repair & Auto Painting
Franchise & Banner
41 years
450
International
$30,000 for new franchise license; Banners vary, depending on sales volume and market size
N/A
CARSTAR Automotive Canada Inc.
Franchise Network
19 years
180+
National (250+ in the USA)
To be discussed with CARSTAR
We are s partners entrepre business expertise servicing commun
Evidence technical relations evidence Complian federal pe guarante willingnes Warranty reception latest in r properly t technicia commitm training p estimatin willingnes monitorin customer demonstr place; str insurance actively p functions industry i
CSN Collision & Glass
Network
11 Years
285
National
One-time startup fee + flat monthly fees
Fix Auto
Franchise Network
20 years
205
National
There is an initial fee to join the network along with the cost to undergo brand conversion; fee will vary based on the current status of the location.
Full audi various a include f quality, p ment, fin
Quality Assured Collision Services Ltd.
Network
Since 1992
15
B.C. only
confidential at this time
confiden
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banner chart
nd Franchises, At A Glance give us a brief rundown of what they require to join, and what their members receive in return. PREREQUISITES TO JOINING N/A
We are seeking franchise partners that have entrepreneurial drive, business management expertise, and a passion for servicing customers and the community.
BENEFITS OF MEMBERSHIP
TRAINING
SOCIAL ACTIVITIES/ CONFERENCES
Brand name recognition; increased buying power; increased sales (retail, fleet, trade); business and technical support
4-week New Franchisee program; ongoing operational training and support
Annual International Convention, regular meetings
Support and expertise is provided in insurance relations, marketing, operations, human resources, vendor relations and finance. Franchise partners are provided with a dedicated development specialist and an operations specialist to support and provide value to their business.
Training (including specific I-CAR courses) is offered in-person and online through “CARSTAR University.” Courses are provided throughout the country and at CARSTAR Vision Park, the corporate headquarters of CARSTAR Automotive Canada.
CARSTAR annually hosts the CARSTAR Industry Conference. Key charitable efforts include the Soaps It Up National Car Wash fundraiser and the annual CARSTAR charity golf tournament in support of Cystic Fibrosis Canada. Collectively these efforts have raised over $2.1 million in the last ten years for Cystic Fibrosis Canada.
Customer Service; Production; Repair Planning; Lean IT Solutions: Glass Installation; Insurance Relations; I-CAR courses
Annual Conference; Annual Golf Tournament; Insurance Adjuster Date Night; Quarterly Members Meetings; Insurance Relations Socials
Evidence of ongoing commitment to technical training; strong progressive relations with insurance companies; evidence of proper business license; Compliance with all municipal/provincial/ federal permits; provision of a lifetime guarantee on all collision repair work and willingness to incorporate CSN’s Lifetime Warranty Program; clean and inviting reception area; modern facility with the latest in repair equipment technology; properly trained staff and certified technicians; evidence of ongoing commitment to participate in technical training programs; utilize computerized estimating and/or management systems; willingness to utilize a 3rd party CSI monitoring provider to ensure excellent customer service is delivered consistently; demonstrate leadership in local marketplace; strong progressive relationships with insurance companies; commitment to actively participate in CSN-related functions/events, training programs, and industry initiatives.
Participation in CSN’s National or Regional Insurance Agreements; being connected to a group of like-minded collision repair facility owners with high standards in quality and professionalism; ability to connect with key stakeholders within the collision repair industry; gain important industry insight to assist you in maintaining a successful business for the future; realize strategic and financial benefits as a participant of programs offered by CSN’s valued industry partners; participation in CSN’s National Lifetime Warranty Program; Best-inClass training; key performance measurement standards to improve all areas of your business; Opportunity to link your strong brand within your community while connecting to CSN Collision and Glass’ national brand presence; alliance with The National Network of Collision Repair Facilities who has your local business needs in mind.
e to join with the nd vary nt status
Full audit of the facility measuring various areas of operations that include facility, equipment, quality, personality of management, financial review.
Join a leading group; secure your future; invest in a shop succession plan; improve profitability; join the most recognized network by insurance companies on a national basis; predict the future.
Operations: I-CAR, customer service, management, sales training, soft skills training. Insurance: I-CAR, customer service, time management, soft skills training
Several annual regional events, as well as National Annual Conference and National Annual Golf Tournament
time
confidential at this time
Network of peers discussing and collaborating on all aspects of business, parts and material discount programs with all discounts going to the member shop, shop evaluations and comparative of GP margins, joint TV promotional campaign, stationery, promotional giveaways, etc.
In house consulting and training throughout the years as requested (within limits) including a full array of topics including but not limited to, financial, process management, cycle time, marketing strategies, HR coaching, etc.
Two General Meetings/ Conferences with full membership paid for by QA.
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nace preview
Dozens of gorgeous hot rods and restored classics on view provide attendees with an enjoyable break from the serious business of networking, education sessions, and meetings.
Automotive Service & Repair Week (ASRW):
The Leading Event For Automotive
Service & Repair Professionals
A
utomotive Service & Repair Week (ASRW) is the premier event dedicated to the automotive service and repair industries. Created in 2008 to bring all segments of the industry together with one comprehensive, all-inclusive event, ASRW features two events: NACE and CARS. NACE, the International Autobody Congress & Exposition, is the world’s collision repair event. Dating back to 1983 with a small trade show and conference that attracted 1,573 attendees, NACE reigns strong to this day. Initially, the acronym stood for National Autobody Congress and Exposition, but after successfully attracting a world-wide audience of industry professionals, NACE became International Autobody Congress & Exposition. NACE is proud to be a true reflection of the collision repair industry.
Created to provide buyers and sellers within the collision repair community a place to network, NACE is the only professional event dedicated to the industry. With a relevant educational program planned, unmatched networking opportunities, and a world class show floor, NACE is the pulse of the industry and features a unique marketplace to see all the products, services, equipment and technology available to industry professionals. Collision repair has changed dramatically over the years, yet NACE has remained a bellwether to the industry for over 30 years. NACE is sponsored by Automotive Service Association, the largest not-for profit trade association of its kind dedicated to and governed by independent automotive service
and repair professionals. ASA serves an international membership base that includes numerous affiliates, state and chapter groups from both the mechanical and collision repair segments of the automotive service industry.
ASRW/NACE/CARS Moves to Las Vegas After holding ASRW in the Eastern and Central U.S. ASRW is headed west to Las Vegas. The 2013 event will feature a week of comprehensive education and training taught by the brightest minds in the industry; a world-class tradeshow floor filled with the latest products and services from vendors committed to supporting the industry and key networking opportunities. Continued on page 24
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A presenter speaks at the CARS Profit Building Pavilion, a highlight of the 2012 event.
Show Dates, Location & Hours EXPO: Oct. 17-18 CONFERENCE: Oct. 16-18 Mandalay Bay Convention Center, Las Vegas, Nev. HOURS: Thursday, October 17 ASRW General Session 8:00 a.m. – 9:30 a.m. ASRW Expo 9:30 a.m. – 4:30 p.m. ASRW Welcome Reception 4:30 p.m. – 6:00 p.m. Friday, October 18 ASRW Expo 9:30 a.m. – 4:30 p.m.
Unique networking opportunities, educational programs ASRW features a variety of events and special education programs throughout the week, designed to create networking opportunities for attendees to mix and mingle with peers, colleagues, friends, mentors, and vendors. In addition to comprehensive education and training and world class exhibits, these key events are a well-known tradition at ASRW and truly set the event apart. Key Events are included in the purchase of a Super Pass (unless otherwise noted) and attendees are encouraged to enrich their on-site experience by attending these events.
The I-CAR Technology Showcase at ASRW/CARS/ NACE 2012.
The Assembly Automotive Service & Repair Week (ASRW) will once again hold Auto Body Repairers Assembly for the second time. The Auto Body Repairers Assembly is strictly limited to qualified collision repairers. DATE: Wednesday, October 16th, 2013 TIME: 5:00 pm- 7:00 pm COST: Complimentary to qualified collision repairers only
The Auto Body Repairers Assembly was created in 2012 as an inaugural event and hosted by ASA/NACE as a natural extension of the activities that take place during ASRW. The event not only provides an outlet for repairers to discuss operational issues and challenges, but also creates solutions through engagement of other key industry professionals. Repairers and repair organizations are encouraged to bring their issues to The Assembly and share their opinions. The format is designed to funnel the issues and opinions into resolutions, action items, and direct feedback depending upon the issue. The “repairer only” aspects are a central theme and driving force for this event. To gain entry to the meeting, attendees must be verified collision repair professionals; a shop owner, management, employee or official representative of a repair business. No exceptions will be allowed, and no one else will be permitted to attend the meeting (including other ASRW attendees, exhibitors and press).
Opening General Session/Industry Forums Re-designed this year, ASRW will begin with two opening forums specific to the collision repair industry (NACE) and to the mechanical service/repair industry (CARS). Each event Continued on page 26
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In this business, it’s a matter of survival. Color is the first – and sometimes the only – thing that customers notice. That’s why, with Pro-Spray’s accurate color match and
How important is your color match?
exceptional hide, you get the color right the first time. You also get the industry’s cutting-edge color tools. Like the Navigator ™ Precision Color Selection System and the PaintXpert ® Software.
What’s even better? Navigator delivers high-performing national rule, low VOC solvent and pigment-rich waterborne formulas in one simple system. All at a value that will not only help your business survive, but also thrive.
Serious Color. Smart Business.™ 800.776.0933 ProSprayFinishes.com
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is complimentary and open to any attendees. DATE: Thursday, October 17th, 2013 TIME: 8:00 a.m. - 9:30 a.m. COLLISION - LOCATION: TBD MECHANICAL - LOCATION: TBD COST: Complimentary to Attendees Automotive Service & Repair Week (ASRW) will host an official Opening General Session/Industry Forums to discuss timely industry issues. Designed as a professional venue to discuss relevant, thought-provoking topics, attendees of the industry forum participate in compelling, current – and even controversial – discussions that transcend the industry. The Opening General Session/
Industry is sponsored by Axalta.
ASRW Welcome Party You are cordially invited to kick off ASRW at the new, official Welcome Party! Taking place on the show floor immediately after the show closes on Thursday, October 17, this is your opportunity to mix and mingle with attendees and exhibitors. This event is complimentary and open to all exhibitors and attendees. DATE: Thursday, October 17, 2013 TIME: 4:30 p.m. LOCATION: Show Floor COST: Complimentary to all exhibitors and attendees
Demo equipment and techniques, as shown here being examined by an exhibitor from Car-O-Liner, have always been among the must-see features of NACE.
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SATAjet速4000 B
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sema preview
THE 2013 SEMA Show November 5 - November 8, 2013 • Las Vegas Convention Center, Las Vegas, NV
SEMA 2012 drew more than 60,000 domestic and international buyers, and this year’s edition promises to be even bigger, with special events and enhanced features for the collision repair and refinish market.
T
he Specialty Equipment Market Association (SEMA) Show is the premier automotive specialty products trade event in the world. It draws the industry’s brightest minds and hottest products to one place, the Las Vegas Convention Center. In addition, the SEMA Show provides attendees with educational seminars, product demonstrations, special events, networking opportunities, and more. SEMA Show 2012 drew more than 60,000 domestic and international buyers. The displays are segmented into 12 sections, and the popular New Products Showcase featured nearly 2,000 newly introduced parts, tools and components. In addition, the SEMA Show provides attendees with educational seminars, product demonstrations, special events, networking opportunities and more.
Registration Hours Thursday, October 31 7:00 a.m. - 6:00 p.m. (SEMA Show exhibitors only) Friday, November 1 7:00 a.m. - 6:00 p.m. (SEMA Show exhibitors only) Saturday, November 2 7:00 a.m. - 6:00 p.m. (SEMA Show exhibitors only) Sunday, November 3 8:00 a.m. - 6:00 p.m. Monday, November 4 7:30 a.m. - 5:30 p.m. Tuesday, November 5 7:00 a.m. - 5:00 p.m. Wednesday, November 6 7:30 a.m. - 5:00 p.m. Thursday, November 7 7:30 a.m. - 5:00 p.m.
Friday, November 8 7:30 a.m. - 3:00 p.m. (SEMA Show only)
Exhibitor Hours Tuesday, November 5 9:00 a.m. - 5:00 p.m. Wednesday, November 6 9:00 a.m. - 5:00 p.m. Thursday, November 7 9:00 a.m. - 5:00 p.m. Friday, November 8 9:00 a.m. - 4:00 p.m.
SEMA Award The SEMA Award represents the collective voice of the industry. The number of vehicles displayed in exhibitor booths provides an idea of which vehicle models SEMA exhibitors believe will resonate with the enthusiast Continued on page 30
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Built & Painted by Lost Time Hot Rods & Choppers St. Thomas, ON
For all inquiries on SPI products contact: KENNEDY PAINT CONSULTING Ph: 519-437-9193 | KENNEDY.DOUG@YAHOO.CA Currently looking for interested jobbers
Quality Clear Coats Epoxy Primer-four colours High Build Primers Solvents Degreasers
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community. The SEMA Award is a way to tap into exhibitors’ unique ability to identify what’s hot, just as the trends are gaining momentum. This will be the third year of the award. New 2012-2013 cars, trucks, 4x4s, SUVs, and sport-compacts are eligible for the award. Trophies will be awarded in four categories. Judges will award points in an array of categories, and counting will take place Monday evening prior to opening of the Show. SEMA President Chris Kersting will announce the winners to the press on Tuesday, October 30 at 8:00 – 8:50 a.m., Grand Lobby, LVCC.
A beautifully restored Model A at the Ford Motor Co. exhibit, one of dozens of antiques and other restored vehicles at SEMA 2012.
The 2012 Winners: • Hottest Car: Ford Mustang • Hottest Sport-Compact: Scion FR-S • Hottest 4x4-SUV: Jeep Wrangler • Hottest Truck: Ford F-Series
Enhanced Services For Collision Repair Market The 2013 SEMA Show will include enhanced features for the collision repair and refinish market, including an expanded show floor area, targeted activities both inside and outside the Las Vegas Convention Center, and an unsurpassed educational program. The upgrades come as a result of the fast-growing interest from both exhibitors and buyers in the collision market segment. Last year’s SEMA Show featured 330 exhibitors in the Collision Repair & Refinish area and the Tools & Equipment area, the two sections where many exhibitors feature products for the collision market. These exhibitors were housed in over 88,000 square feet in North Hall of the Las Vegas Convention Center. For 2013, the Collision Repair & Refinish section will expand into an adjacent area of the LV Hotel, accommodating up to 20,000 square feet of additional space.
The effort and craftsmanship that builders put into their work turns some show vehicles at SEMA into rolling works of art.
Those in the collision market are also able to network and expand their knowledge during several industry meetings and educational events taking place. The Collision Industry Conference (CIC), the National Auto Body Council (NABC), and the Society of Collision Repair Specialists (SCRS) are amongst the groups hosting meetings during the SEMA Show. A comprehensive Repairer Driven Education program is also presented by the SCRS. According to Aaron Schulenburg, SCRS executive director, the 2013 Repairer Driven Education program will include fresh and
Lamborghini Aventador.
inspiring content, while continuing to remain relevant to collision repairers. “Each year we have taken feedback from past attendees and used it to amplify our upcoming offerings,” he says, noting that 2013 will be the group’s fourth year partnering with SEMA to present the educational program. “This year, we are adding to the format with designated tracks that can guide repair industry professionals through the week-long program based on their core interests in what they need for their business. Some want to better understand how to manage their business, and what makes it tick, while some are looking for ways to enhance and grow it through new business opportunities or untapped customer bases; others may be looking for ways to best position their business to make it more attractive when they wish to sell it, or learn how to compete in a consolidating marketplace. Regardless of interest, there is something for everyone and the objective remains the same: to address real issues faced by collision repairers, while providing tangible information that they can directly apply to their business when they return home.” Continued on page 32
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ccif report
CCIF St. John’s Meeting Report: New Plan for Industry Action Has Deep Roots
T
he Canadian Collision Industry Forum convened on Saturday, May 25th, 2013 at the Sheraton Hotel Newfoundland, St. John’s, NL. The lively discussion centred around the CCIF’s recent decision to join forces with the Automotive Industry Association (AIA), with the AIA taking on an administration role as CCIF continues to be a voice for the collision repair industry. Here are some excerpts from the highlights of the meeting.
Mike Bryan, CCIF Chair The AIA Paint, Body & Equipment Council, which comprised representatives of suppliers and distributors to the collision repair sector, believed there would be value in finding a way to connect the industry across Canada’s vast geography and across its stakeholder groups. After two national multi-stakeholder meetings run by the Council in 1998, it was decided to establish CCIF as a forum “for the collision repair industry to share information, best practices & a means to develop solutions to common national issues and challenges.” Following the establishment of CCIF in 1999, the AIA PBE Council took on a CCIF support role, ready and willing to use its influence with AIA and to use its own member resources to act on issues emanating from CCIF. Several years later, when I-CAR Canada was in need of support, AIA showed its commitment to the collision repair industry again by agreeing to take on the I-CAR franchise for Canada. Having made good progress in restoring I-CAR training across the country, AIA is now ready to take on CCIF, since AIA had been instrumental in the creation of CCIF, maintained a close and vested interest in the collision repair industry, and was a natural fit to take over the administration role at the end of this year.
CCIF Business Plan Bev Cook (AIA Consultant) Bev Cook had been the AIA staff member
responsible for the collision repair sector during the period in which CCIF was created and the HR study made for the “Prep for the Future” report. Bev described how CCIF would remain the independent forum and voice of the collision repair industry, while benefitting from AIA’s position as an influential trade association and its professional management and administration services. After a strategy workshop and planning meetings in 2012, industry priorities were established by CCIF participants in January. These provided a basis for further interviews and research that resulted in the new CCIF Business Plan.
CCIF Industry Data Project Andrew Shepherd (Automotive Industries Association) Referencing the point about industry data in Bev Cook’s presentation, Andrew expanded on the plan to collect data and the reasons why; he commented that there had been little industry-wide data published since Prep for the Future, although some provincial studies on industry structure, activity, wages, HR, material costs, profitability, etc. had been carried out in Manitoba and Saskatchewan. Without hard national data, the trend of shop consolidation remained anecdotal and it was hard for individual business owners to make a factually based assessment of what was happening in their industry. For example, repairers cannot measure their performance against their competitors; suppliers cannot plan sales and revenues; insurers cannot determine the health of repairer partners; and industry stakeholders have no objective foundation for discussions on profitability and sustainability. The CCIF Business Plan would call for the appointment of DesRosiers Automotive Consultants as the external agency to collect and analyze all data. In the plan, repairers would provide quarterly information via the Web. Data provider companies
would add claims information. Repairers who provide information would receive comparative data in return – by size, region, volume, etc. Several repair networks had already agreed to provide and receive data, and while this may account for a large percentage of Canadian repair volume, other MSOs and individual operators will be encouraged to participate, too. Indeed, the greater the participation, the more representative the results.
Panel Discussion Tony Canade (Assured Automotive), Ken Friesen (Concours Collision Centres), Glenn Hickey (Auto Parts Network), Larry Jefferies (CARSTAR Automotive) Moderator Mike Bryan asked these four past CCIF Chairmen to answer questions on different aspects of the CCIF Business Plan. He began with profitability, commenting that most businesses would like to increase their profitability, but wanted to know why this was particularly important for collision repairers. Glenn Hickey mentioned repairers’ inability to attract and retain skilled staff because they could not compete with the salaries offered by other industries for far less demanding jobs. With rapidly advancing vehicle technology, there was a need for frequent investment in training and for purchasing new tools and equipment, but this simply was not possible for many operators. Others added that this situation could cause some repairers to compromise quality and safety. Sustained low profitability may also cause repairers to close and therefore reduce the convenience of local repair access for vehicle owners. Glenn observed that in a shrinking market and with excess capacity in most regions, it was not feasible to increase prices, nor was it possible to increase volume for the same reasons. Reducing costs was always a possibility, and many shops have focused on doing this
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ccif report
for years. However, at a time when the administrative burden seems to be increasing, many repairers are running out of cost reduction options without risking damage to the business. When asked what could be done at industry level to solve the problem of low profitability, Glenn suggested greater collaboration between repairers, insurers, and suppliers. All were faced with their own profitability issues and instead of trying to pass them on to others, it could be more fruitful to find common ground and work together to find solutions and efficiencies that enable each stakeholder group to operate at a sustainable level and provide a quality service. Glenn felt that it would make sense to leverage the relationships built at CCIF and create a task force to establish common interests, needs and goals, with strategies to support them. Mike asked about the CCIF Industry Data Project, wanting to know the point of it and what it might achieve. Tony Canade believed
that regular market research reports would help individual businesses measure their performance against industry averages, which would show any developing trends and enable fact-based discussions among stakeholders. He suggested that the CCIF database would include a representative mix of the type of repairers who would see the benefits of providing and receiving market research reports. Mike then asked Ken Friesen to comment on the new CCIF Business Plan. He replied that as successful as CCIF has been in meeting its mandate, there was a need for more strategically driven action on key industry issues. More should be done to leverage CCIF participant relationships and on collaborative solutions, said Ken. We must take advantage of the resources available to CCIF as AIA takes over the administration. We should also look forward to AIA using its position as a national trade association to facilitate some of the actions requested by CCIF participants. Larry Jefferies responded to Mike’s questions about CCIF Governance. He explained that the current model had evolved from the
early days when there was just a chairman and administrator. Later the chairman found it helpful to consult with a few CCIF “regulars” for input on various issues and this group coalesced into what became known as the Chairman’s Council. The Council had operated as a somewhat informal group, and while this had served CCIF well, it was time to formalize this governing body, open up opportunities for new members, establish term limits, and define a structure for the Council. Mike asked whether this would lead to a change in the nature of CCIF. Larry’s answer was that CCIF’s mission statement would not change, nor would its openness, positive style and role as a catalyst and broker in bringing stakeholders together at meetings across the country. Larry added that some members of the Chairman’s Council would be stepping down as it transitions to become the CCIF Steering Committee. The composition of the Committee would reflect the multi-stakeContinued on page 36
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holder involvement necessary for collaborative solutions. For example, OEM involvement on the Committee meant there would be qualified representation at the table when issues of advanced vehicle technology and its ramifications are discussed. Mike’s next question was, “Can you give an example of how AIA’s involvement could benefit CCIF and the collision repair industry?” Larry spoke about AIA’s strengths in market research, communications, image building, and government relations. “AIA has a lot of experience and expertise that we can tap into. For example, we’ll soon be seeing a new CCIF website with greater functionality designed by AIA, and the Industry Data Project will show the Association’s capability in market research.” Mike’s final question was about what would happen to the CCIF Skills Program, one of CCIF’s major success stories. Larry commented that it has thrived under the operational guidance of the CCIF Administrator and the CCIF Chairman’s Council, while being run as a separate financial entity from CCIF. Its financial administration was handled by Skills Canada, who had proved to be a supportive and co-operative partner. “There are no plans to change this mutually beneficial arrangement,” concluded Larry.
AIA’s Role in Supporting CCIF Marc Brazeau (Automotive Industries Association) Marc began by saying that AIA was delighted at the opportunity to strengthen its support for the collision repair industry. He confirmed that AIA’s board, which included past CCIF Chairman Tony Canade, was fully supportive of the move to take on the administration of CCIF and to become its action arm. Marc expanded on the responses made earlier by Larry Jefferies in describing how the CCIF / AIA relationship would work. The CCIF Steering Committee would raise issues and seek opinions of CCIF participants through discussion and voting at CCIF meetings. In situations where resulting calls for action would require professional resource, the CCIF Steering Committee would develop a business case and present it to the AIA Collision Council, which would comprise representatives from AIA member companies from the collision repair sector. If funding and resource were required from AIA for a
particular project, the AIA Collision Council would decide how to proceed and if necessary make a request through AIA management to the AIA board. In other cases, actions already recognized in the CCIF Business Plan may be carried out directly by AIA acting in its role of CCIF Administrator.
Auto Recyclers Support Collision Repair Industry Steve Fletcher (Automotive Recyclers of Canada) Steve spoke of the Automotive Recyclers Association of Atlantic Canada (ARAAC) conference held in St. John’s to coincide with CCIF. In addition to the conference itself, a contingent of recyclers, collision repairers, and insurers had been hosted by Glenn Hickey at his local Auto Parts Network state-of-the-art recycling facility. Visitors had been impressed with the advanced processes and techniques that demonstrated such a clear distinction between a modern recycling facility and the traditional scrapyard image.
CCIF Skills Program Draws Crowds at Painting Skills Competitions Leanne Jefferies (CCIF Skills Program) Since the CCIF Skills Program was established in 2008, its volunteer base, under Leanne’s leadership, has grown to over 300, more than 600,000 students have been made aware of collision repair as a career option and car painting competitions are now being held in eight provinces. Leanne observed that it was good to see governments promoting the skilled trades, but the constant buzz about shortages of skilled workers in so many industries was intensifying the competition between them. It would be essential to maintain the pressure, said Leanne as she looked forward to further enhancing the visibility of collision repair in 2014.
I-CAR Canada’s Gold Class Gaining Ground Andrew Shepherd (Automotive Industries Association)
established as an enforced shop standard in Manitoba, there was increasing confidence and rising network and insurer buy-in throughout the system. The Canadian Industry Training Alliance Program continued to add non-I-CAR programs as recognized training, based on the wish to include more Canadian training suppliers and training that fits Canadian priorities. It also provided capacity to add networks and colleges as well as secondary school technical programs. Andrew closed his report emphasizing that I-CAR Canada is providing a training and recognition program run by the Canadian industry for the Canadian industry.
Open Forum CCIF participants had been invited to prepare any questions they might have on the new CCIF Business Plan so that the panel of past CCIF Chairman could return to answer them. One question asked how the focus and goals had been decided during the planning process. Tony Canade answered that the priority issues had been defined by CCIF participants as Profitability, Vehicle Technology, and HR. To address the profitability issue, the first step would be to gather data in order to provide facts and clarity. For Vehicle Technology, the first step was to create a collaborative framework between collision repairers OEMs and insurers. There were questions about provincial trade certification of auto body repair and painting. The panel responded that this was a good example of where AIA’s position as a trade association could help. AIA would have the authority to lobby any provincial government and present a proposal on behalf of CCIF and the collision repair industry. These questions and the many more that were answered in this session indicated a high level of interest in taking new steps to address the many existing and new issues that may affect the industry’s ability to function professionally and efficiently. It is in the mutual interest of all stakeholders to deliver safe, quality repairs and meet the needs and expectations of vehicle owners. The avenues to greater collaboration between them were seen to be opening up at CCIF St. John’s.
Under AIA’s management, I-CAR Canada has continued to grow, with live seats up 35% over 2012, independent learning up by 10% and Gold Class applications up by 25%, reported Andrew. With Gold Class
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survey
Low-VOC Transition: Refinish Productivity Then and Now
W
ith so much time having passed since the mandated transition in Canada to low-VOC coatings in most refinish operations, it seems the right time to check in on the market and see what the long-term effect has been, from what is surely the most significant change to the refinish process in decades. Shop experiences can be divided into two main groups: those who were able to make the transition quickly and effectively, and those who had issues from the get-go and continue to struggle to get productivity back to acceptable levels. Nearly half of shops responding say they saw an initial drop of some 20% in productivity, with an additional quarter of respondents putting the number at 30%. Some shops handled the transition to the new technology with barely a hiccup, only seeing a drop in efficiency for about one to three months. Today, a significant portion, just under a third, report that their productivity today is as good or better than it was previously. However, more than a quarter of respondents have noted that they are still not where they would like to be, and nearly half are at 80% or less of pre-lowVOC level productivity.
“Here in Southwestern Ontario with our high humidity, production efficiency as well as increased cost (due to running compressors much longer) is greatly effected by the mandated use of waterborne basecoat,” says one respondent, echoing the sentiments of many others. “We switched to a water-base downdraft booth that controls humidity, so we did not find a big change. But saying that, paint matches and having to blend further has added to the cost. I am sure if we converted our old booth like many had we would have issues for sure,” offered another. One respondent reported that they continue to have far more rework issues than ever before. “I talk to my paint rep on a regular basis; I barely knew his name before.” That same respondent, from a small shop, says that it took two years to get a training course, which is surely a contributor to that shop’s situation. We also asked respondents to comment on a Ministry of Environment statement available in the FAQ section of the low-VOC transition section – which pegged the economic impact at 1% to 2.5% of industry revenue initially, dropping to 1% thereafter, and “unlikely there would be a significant
increase in repair costs” – with predictable results. “Typical government b.s.; minimum 10% increase in product alone, housekeeping (booth maintenance has quadrupled) plus time lost doing maintenance,” was typical of the more polite replies. Many shops offered that not only was it inaccurate, but provided fodder for insurance companies to maintain payment rates while real costs rose dramatically: “Costs have definitely increased faster than compensation. If insurance was truly our ‘partner,’ they would start compensating fairly to keep this trade moving forward. Material profit is minimal and on many three-stage pearls we are performing at a loss.” “Before water we could do an allover paint job on a mid-size car for around $3800 and now they average over $5,000; basically $500 a panel with no repairs.” Ending on a positive note, two comments, one from the west and one from the east, stood out: “We have to carry cost [of] more than 1% in revenue. For instance, a cheap singlestage line for more economical refinish jobs is not available any more. Spot repairs are more difficult with waterborne products. And, you need additional equipment and energy for applying and curing waterborne products. “Based upon studies from paint manufacturers, the overall eco-efficiency of waterborne products vs. solvent-borne are proven. That is the reason that we are in full support of the new technology.” --B. Rubbert, False Creek Collision, Vancouver, B.C. “We find the products easier on the employees. The productivity, quality control, and training are ongoing and we always strive to improve in all areas.”-- Mel Woodman, Mel’s Auto Body, Corner Brook, Nfld.
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