New England Automotive Report November 2018 by Thomas Greco Publishing, Inc.

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INSIDE ANtItruSt

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AASP/MA Relaunches Member Chapters Aftermarket

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COLONIAL FORD 147 Samoset Street Plymouth, MA. 02360 Phone Number: 800-233-8109 FAX Number: 508-830-1658

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"#$!%&'%(!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"#$!#%&%'('%%')*+,*!-#"*%!.*//////////////********************************** ! ! ! ! new England automotive report November 2018 5

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November 2018 • Volume 16, No. 11

DEPARTMENTS VICE PRESIDENT’S MESSAGE By Adam Ioakim 8 | Shops on the Sidelines Again?

CONTENTS COVER STORY

32 | Reconnection, Education & Engagement: AASP/MA Relaunches Member Chapters By Joel Gausten

EXECUTIVE DIRECTOR’S MESSAGE By Evangelos “Lucky” Papageorg

10 | What Do You Want? NATIONAL NEWS 20 | OEM Parts Obliterate Aftermarket in Latest Todd Tracy Crash Test By Joel Gausten AASP/MA MEMBER PROFILE 23 | Custom Auto Body By Alana Bonillo INDUSTRY UPDATE 26 | DOWNTIME: Understanding Wastes in Collision Production By Ted Williams, Sherwin-Williams Automotive Finishes

38 | Technical Needs, OEM Solutions: Inside Reliable Automotive Equipment LEGAL PERSPECTIVE By James Castleman, Esq. 35 | The Antitrust Guidelines

ALSO THIS ISSUE 5 | AASP/MA MEMBERSHIP APPLICATION 11 | WHERE’S LUCKY? 13 | I-CAR IN MASSACHUSETTS

OEM CERTIFICATION PROFILE

18 | AASP/MA SPONSORS

42 | General Motors

46 | ADVERTISERS’ INDEX

new England automotive report November 2018 7

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VICE PRESIDENT’S MESSAGE

shops on the sidelines again? ADAM IOAKIM

Repair location at the same time when considering the concessions most insurers demand to be on their program. It seems to be an extraordinary contradiction. There are insurers out there that battle us over things as simple and straightforward as OEM repair procedures, required calibrations and/or necessary materials. Are they suddenly going to start paying only for the parts and procedures approved or recommended by manufacturers? They should, but I highly doubt this will be the case. What happens if a certiﬁed facility that is also a DRP starts repairing vehicles the way the insurers who brought them customers via EFNOL demand those jobs be done? Didn’t Todd Tracy already get millions out of a certiﬁed shop that neglected to follow OEM procedures? I’m genuinely worried that lawsuits will pile up if OEMs and insurers begin working hand-in-hand over EFNOL – with the shops being the ones that get punished. We’re the ones performing the repair, and we’re the ones who are liable if something goes wrong. The OEMs should be paying attention to us – NOT the insurers. Our industry is always in a state of change, so it’s possible that my concerns could ultimately go unfounded. Actually, nothing would make me happier. But for now, I hope that OEMs continue to focus on the best interests of consumers and repairers alike, and I hope that insurers get out of our processes and recognize that their sole function is to insure the vehicle and reimburse their customer for the actual cost of repair.

Get familiar with the term “Electronic First Notice of Loss (EFNOL).” It has the potential to cause a lot of problems for collision repair shops across the country. In simple terms, EFNOL means the ability for an outside party to be notified electronically when a connected car is involved in a collision. The concept is a key component of General Motors’ new Collision Repair Network, and it is having an impact on other OEM programs. Recently, I read an article in Repairer Driven News about a conference called Connected Car Insurance USA that placed OEMs and insurance representatives on a panel to discuss “partnering” in moving EFNOL technology forward. This has me very, very worried. Why are OEMs partnering with insurers and leaving the ones performing the repairs out of the conversation? OEM certification has been a hot topic in recent years, and it has been sold to us as a priority. Several shops – including my own – have made heavy investments in the equipment and training necessary to partner with automotive manufacturers. In my mind, this was supposed to be a way for us to continue staying away from the referral/DRP model and ensure that all repairs were performed according to OEM guidelines and procedures. Now that insurers are looking into EFNOL technologies and are in discussions with OEMs, how will this affect our certification relationships? Shouldn’t the OEMs be talking to the shops and NOT the insurers? Wasn’t the goal of certification to align the shops and the manufacturers in the common goal of a safe and proper repair? This new “partnership” between OEMs and insurers is conflicting. Based on my years of experience, I honestly can’t see how a shop can continue to be an OEM-certified facility and a Direct

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA VICE PRESIDENT ADAM IOAKIM is the co-owner of Hogan & Van Auto Body in Medford, MA. He can be reached at (781) 436-0366 or adam@hoganandvancom. G

AU M TIVE AUT T TI TIV STAFF

AASP/MA EXECUTIVE COMMITTEE

PUBLISHER

CREATIVE DIRECTOR

Thomas Greco - thomas@grecopublishing.com

Lea Velocci - lea@grecopublishing.com

SALES DIRECTOR

EDITORIAL/CREATIVE COORDINATOR

Alicia Figurelli - alicia@grecopublishing.com

Alana Bonillo - alana@grecopublishing.com

EDITORIAL DIRECTOR

PRODUCTION

Joel Gausten - joel@grecopublishing.com

Donna Greco - donna@grecopublishing.com

TREASURER Kevin Gallerani LEGISLATIVE CHAIR Peter Langone IMMEDIATE PAST PRESIDENT Paul Hendricks

PRESIDENT Molly Brodeur VICE PRESIDENT Adam Ioakim SECRETARY Gary Cloutier

AASP/MA STATEWIDE DIRECTORS PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963

COLLISION DIRECTOR Rob DelGallo

AASP/MA DIRECTORS www.grecopublishing.com New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of AASP/MA. Copyright © 2018 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

WWW.AASPMA.ORG

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

8 November 2018

new England automotive report

Matthew Ciaschini Alex Falzone Joshua Fuller

Kevin Kyes Frank Patterson Mike Penacho

AASP/MA ADMINISTRATIVE OFFICE Evangelos “Lucky” Papageorg: AASP/MA Executive Director

Alana Bonillo: AASP/MA Administrative Assistant P.O. Box 212 Marlborough, MA 01752 617-574-0741

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new England automotive report November 2018 9

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EXECUTIVE DIRECTOR’S MESSAGE

EVANGELOS “LUCKY” PAPAGEORG

What Do You Want? During the course of a day, whether I am on the road visiting shops or in my office responding to voicemail messages and emails, I have a pad and pen nearby. As I am speaking to someone or handling a situation, an idea may pop into my head regarding the topic for a future Executive Director’s Message for either this publication or our Damage Report newsletter. Sometimes, it takes just a word or two to jog my memory about a situation or something that someone said to me that started a spirited conversation or debate about “what’s wrong with our industry” or “who is to blame” for the current state of affairs we face as collision repairers. Today, I looked at the pad and the words, “Please sir, may I have some more” caught my eye. When I wrote them down, I thought I was quoting from the story of Oliver Twist by Charles Dickens. After a bit of research, I found that the actual quote from the story is, “Please, sir, I want more.” Although the difference in the wording is subtle, it represents a very different approach to a difficult situation. In the case of the story, Oliver had reached the bottom of his bowl and was still hungry. He was urged by all the other hungry boys to go and ask for more. Now, being hungry, he did so. He did not do so by using the word “may;” he was polite, but he said, “I want more.” He was hopeful that his master would pity him and give him a few more morsels of food. As collision repairers, we have to say more than, “I want more;” we have to be able to justify why. There are several reasons why, and AASP/MA is here to help with how to express them. When an employee comes and asks for a raise because they

have been working for you for a certain length of time, you require justification; longevity is not a good enough reason. It’s the same with insurance companies. As an industry, we are much like the rest of the boys in that room with Oliver. We are hungry for more compensation for the very difficult work we do restoring vehicles to their pre-loss condition and accepting all the liability in doing so. We, and our technicians, have worked long and hard to gain the knowledge to be able to accomplish our obligation in our chosen profession. In our case, it is not just a story about a tough life full of hardships and obstacles; it is reality. In that reality, it is time for us to be (and to seek out other) “Olivers” and to come together and say, “We WANT more.” Once again, simply “wanting” is not enough! Yes, I know that many have been asking for more for a very long time, and many are tired and worn down. I see the effects every day when I visit shops. But no matter how worn down and tired you are, there is always a glimmer of hope. That glimmer of hope is what needs to be fanned and made to glow again, even in those who feel they’ve been through enough. As AASP/MA moves forward and brings back the local regional chapter meetings, your involvement – regardless of how tired you are – is extremely important. Your attendance and participation at the meetings will

gain you and your writers, technicians and staﬀ the support you will need to move forward. You will see that you are not the “only one” as you are so often told and made to feel. Being a member of AASP/MA means that you are never the “only one” and that someone is always working to help promote you, your business and our industry. We will continue to develop new tools as well as sharpen the ones we already have. All you need to do is believe and use them to the best of your ability. This will only work if you take the initiative to get involved and get others involved as well. As I go from shop to shop across the state, the main request that I hear is for local meetings to once again take place. Our industry was never stronger than when more and more shops got involved and tried to help one another rather than just try to survive on their own. AASP/MA recently held an event featuring Mike Anderson, a longtime industry spokesperson who learned in the trenches and knows what it takes to run a collision repair facility. His rallying cry question is, “Are you in business to thrive or survive?” Many of you who have met with me at your shops know that this a question I have also begun to ask in the hopes it will spur many of you on to once again get involved and be part of the solution we are working towards. Many of you have been participating in the face-to-face surveys I have been performing. I can continued on page 13

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AASP/MA Executive Director Lucky Papageorg is on the move! Read below for his stops this month.

For the month of November, Lucky will be spending the second week in the Midstate region and holding a chapter meeting on the 14th. (Location tBD.)

2 4

nOVEMBEr

2018 MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

In the third week, he’ll be visiting the Western region. During the fourth week, he will be in the Southeast region and holding a chapter meeting on the 28th. (Location tBD.)

Lucky can be reached at (617) 574-0741 or lucky@aaspma.org. NEW ENGLAND’S NEWEST MOPAR DEALER

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12 November 2018

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EXECUTIVE DIRECTOR’S MESSAGE

in Massachusetts November 6, 2018 Hazardous Materials, Personal Safety & Refinish Safety Enterprise Rent-A-Car (Burlington) November 13, 2018 Sectioning of Steel Unitized Structures Enterprise Rent-A-Car (Burlington) November 15, 2018 Vehicle Technology Trends & Diagnostics Overview Bay Path Regional Vocational Technical High School (Charlton) November 20, 2018 Corrosion Protection Enterprise Rent-A-Car (Burlington) November 27, 2018 Automotive Foams Enterprise Rent-A-Car (Burlington)

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see in each person a sense of awakening as they answer the questions and we discuss the many options that are open to address the situations we face. These situations include being properly reimbursed for procedures (as well as for items such as paint and materials, sublets and storage) at a fair rate. Proper and fair compensation means that you are not just surviving; it also means you are able to stay current with equipment and training for your technicians and truly pay them what they are worth – all while reinvigorating an industry and attracting young, talented technicians to a rewarding career where they too can thrive. It will not be an easy task to change the mindset of so many who feel they have no voice and no choice other than to beg for enough just to survive. There is no time like the present to change what has been going on in our industry. More and more of you are renewing memberships and or joining AASP/MA for the ﬁrst time. This membership

support will only serve to strengthen our collective voice when we speak to legislators and regulators. More importantly, it will strengthen us in the eyes of the motoring public – our customers, who have the potential of being our best advocates. AASP/MA is working diligently to educate everyone involved in the collision process. Wellinformed consumers and collision repairers will be a force to be reckoned with. When you come to the determination you are indeed in business to thrive and you are tired of being looked at as “the only one,” it is time to join in with the many other “Olivers” in our industry. They are the “Olivers” who already exist, belong to AASP/MA and will help you have your voice heard! SO, WHAt DO YOu WANt????

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE DIRECTOR EVANGELOS “LUCKY” PAPAGEORG can be reached at (617) 574-0741 or lucky@aaspma.org

new England automotive report November 2018 13

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THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: BMW of West Springfield 1712 Riverdale St. West Springfield, MA 01089 PH: 413-746-1722 FAX: 413-304-9009 bmwwestspringfield.com

BMW of Warwick 1515 Bald Hill Rd. Warwick, RI 02886 PH: 401-821-1510 FAX: 401-823-0530 bmwofwarwick.com

New Country BMW 1 Weston Park Ave. Hartford, CT 06120 PH: 860-240-7881 FAX: 860-240-7873 newcountrybmw.com

BMW of Cape Cod 500 Yarmouth Road Hyannis, MA 02601 PH: 508-815-5500 FAX: 508-790-3551 bmwofcapecod.com

BMW of Stratham 71 Portsmouth Avenue Stratham, NH 03885 PH: 603-772-0000 FAX: 603-772-9436 bmwofstratham.com

14 November 2018

new England automotive report

BMW of Sudbury Wholesale Parts 68 Old County Road Sudbury, MA 01776 PH: 800-338-3198 FAX: 508-881-7578 bmwofsudbury.com Tulley BMW of Nashua 147 Daniel Webster Hwy Nashua NH 03060 PH: 603-888-5050 FAX: 603-888-8427 tulleybmw.com

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Superior service starts with superior parts. Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life. Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you

Contact these Mazda dealers for all your parts needs: 141 Stevens Street Hyannis, MA Phone: 508-815-5900 Fax: 508-568-9361 www.premiermazda.com

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16 November 2018

new England automotive report

1545 New State Highway Route 44 Raynham, MA 02767 Phone: 877-272-8876 Fax: 508-802-4074 wholesale@mastria.com

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940 Boston Turnpike Shrewsbury, MA 01545 Phone: 508-281-8173 Fax: 508-845-9465 bmurphy@sentryautogroup.com

Sentry West Mazda Lincoln

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards. In the collision-repair business, time is money, and you canâ&#x20AC;&#x2122;t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it. For Genuine Honda parts, contact these Authorized Honda dealers.

Bernardi Honda 960 Worcester Road Natick, MA 01760 Parts Direct: 800-247-3033 FAX: 508-651-1220 www.bernardihonda.com

Lia Honda of Northampton 293 King Street Northampton, MA 01060 Toll Free: 800-369-7889 Direct: 1-413-586-6043 FAX: 1-413-585-0502 www.liahondanorthampton.com

Honda North 382 Newbury Street Danvers, MA 01923 Toll Free: 800-882-9797 FAX: 978-774-9483 e-mail: eadams@iclautos.com www.hondanorth.com

Kelly Honda 540 Lynnway Rt. 1A Lynn, MA 01905 Parts Direct: 800-779-7466 FAX: 781-595-2898 e-mail: mpsomosjr@kellyauto.com

Honda of Enfield 20 Palomba Drive Enfield, CT 06082 Toll Free: 800-222-6632 FAX: 860-253-5419 www.liahondaofenfield.com

Schaller Honda 1 Veterans Drive New Britain, CT 06051 Toll Free: 800-382-4525 Direct: 860-826-2080 FAX: 860-826-2083 e-mail: jkiniry@schallerauto.com www.schallerauto.com

Lundgren Honda of Auburn 525 Washington Street Auburn, MA 01501 Toll Free: 800-777-2044 FAX: 508-721-0872 e-mail:pmccarthy@lhonda.com www.lhonda.com

new England automotive report November 2018 17

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18 November 2018

For more information or to become a sponsor of AASP/MA please call (617) 574-0741 or email admin@aaspma.org.

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new England automotive report November 2018 19

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[NATIONAL] NEWS By Joel Gausten Left to right: Larry Cernosek (Houston Auto Body Association), John Kopriva (Houston Auto Body Association), todd tracy, Kevin Jordan (Burl's Collision Center), Burl richards (Auto Body Association of texas/Burl's Collision Center), Jerry McNee (ultimate Collision repair), Donald “trip” Springer (Burl's Collision Center).

OEM Parts Obliterate aftermarket in Latest Todd Tracy Crash Test Texas-based attorney Todd Tracy, known for his $42 million legal victory against John Eagle Collision in Dallas and his subsequent Honda Fit crash tests, has taken his ﬁght against the use of unsafe aftermarket replacement parts to a new level. On September 15 during the 2018 Texas Auto Body Trade Show in Fort Worth, Tracy, the Auto Body Association of Texas (ABAT), the Houston Auto Body Association (HABA) and New Jerseybased shop owner Jerry McNee (Ultimate Collision Repair; Edison) unveiled the results of a new crash test of a 2010 Honda Fit that was repaired according to OEM procedures using OEM parts. The test vehicle had never been in an accident but had various Honda OEM replacement parts installed at Burl’s Collision Center in Henderson, TX by technician Donald “Trip” Springer. This was done to prove that OEM replacement parts were equivalent to OEM out-of-the-factory parts. Tracy had the same parts replaced 20 November 2018

new England automotive report

with OEM as the parts he had replaced with aftermarket (or, in his words, “imitation”) versions in his previous crash testing. The crash test results revealed that the genuine parts performed exactly as intended to ensure passenger safety, while the previously crashed aftermarket parts-installed vehicle produced results that Tracy called “total and massive destruction” in critical areas. For example, the driver left femur force on the aftermarket partsrepaired vehicle was 1700 N (newton) but only 397 N (newton) on the vehicle repaired with genuine Honda OEM parts - a “400 percent difference,” Tracy said. Results of the latest crash test are available at https://goo.gl/epEdFh. “The biggest takeaway of this presentation is that we’re beginning to define what ‘like kind and quality’ means,” comments ABAT President and Burl’s Collision Center owner Burl Richards. “We now have scientific proof that shows vehicles are safer when they’re repaired using OEM parts and OEM procedures. We made major frontal repairs to this vehicle, and its crashworthiness held up and was exactly the same as a new OEM car.” “Most professional repairers know that aftermarket parts are not the same as OEM parts,” adds McNee, who helped finance this most recent crash test performance at KARCO Engineering in California. “However, insurers are willing to twist, turn and use the position statements incorrectly. They make comments like, ‘It’s just a fender,’ ‘It’s in their policy’ and ‘LKQ parts are the same.’ They’re dictating what they’re

paying for to unjustly enrich themselves, but numbers and test results don’t lie. This OEM-repaired car fared exactly like the undamaged Honda Fit. When there is a 400-800 percent difference in the results between the OEM-repaired car, the aftermarket-repaired car and the improperly repaired car, it’s staggering. This could be the difference between broken bones, permanent injuries, life or death - or, in the Honda Fit case, people trapped helplessly while their vehicle is on fire. Mr. Insurance Company, please tell me how these parts are the same and ‘like kind and quality.’ Show me the proof! Would you put your kids in an improperly repaired car? Do you feel lucky? Your odds are 400-800 percent.” In addition to McNee, Burl’s Collision Center and HABA, financial contributors to the latest crash test include Dominic and Mario Martino of Gold Coast Auto Body in Chicago and John Mosley of Clinton Body Shop in Mississippi. The support of these facilities shows that the push to bring scientific clarity to the aftermarket parts issue is a nationwide collaborative effort. Prior to the OEM-specific repairs, the undamaged Honda Fit was thoroughly inspected, measured on a frame machine and pre-repair scanned to check for pre-existing codes. Once the work was completed, Burl’s Collision Center performed a post-repair scan to ensure that no codes were generated during the repair process. Never one to mince words, Tracy offered some powerful food for thought during his presentation in Texas. “By dictating improper vehicle repairs for decades, insurance companies have killed thousands of customers who were driving around in time bombs...Your industry has to work together with politicians and state agencies so that insurance companies stop jeopardizing family safety.” MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

NEAR1118.qxp_NEAR1014 10/15/18 2:08 PM Page 21 T

WE KNOW WHAT YOU’RE THINKING. YOU WANT TO KNOW IF THE PART’S IN STOCK , HOW MUCH IT COSTS, AND WHEN IT’S GONNA GET THERE. We get it. You want the best part for a Toyota, but you’ve got to know when and how much. Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the delivery, even see your shop’s net price from your participating Toyota Dealer.* Now you’re thinking: “Cool!”

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IRA Toyota of Manchester 33 Auto Center Road Manchester, NH 03103 Toll Free: 800-828-6076 Direct: 603-657-2410 Fax: 603-657-2419

IRA Toyota Danvers 161 Andover Street Danvers, MA 01923 PH: 800-774-8411 ext.1 Direct: 978-739-8306 FAX: 978-739-8098

Bernardi Toyota 1626 Worcester Road Framingham, MA 01702 Parts Direct: 800-248-3033 FAX: 508-879-7895 www.bernarditoyota.com

www.iramotorgroup.com

Wellesley Toyota 216 Worcester Street Wellesley, MA 02481 PH: 800-734-0006 Direct: 781-237-4042 FAX: 781-237-3481 parts@wellesleytoyota.com www.wellesleytoyota.com

stirrell@iramotorgroup.com www.iramotorgroup.com

new England automotive report November 2018 21

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22 November 2018

new England automotive report

Prime Volvo Cars 1030 Hingham Street Rockland, MA 02370 Parts Direct: 781-927-3520 Fax: 781-927-3592 www.volvocarssouthshore.com

Volvo of Wellesley 962 Worcester Street Wellesley, MA 02482 Parts Direct: 800-247-3033 Fax: 508-651-1220 www.volvoofwellesley.com

www.volvogroup.com

NEAR1118.qxp_NEAR1014 10/15/18 2:08 PM Page 23

[AASP/MA MEMBER] PROFILE By Alana Bonillo

CUSTOM AUTO BODY

Mike Boucher of Custom Auto Body has been an active association member for decades.

It takes change to make change.

business to an industrial zone on Maple

With this in mind, AASP/MA is

Street, where the shop still stands today.

currently experiencing an exciting

Boucher followed in very similar

evolution that is laying a strong

footsteps, originally wanting to pursue

foundation for a brighter future. From

teaching. He changed his mind and

welcoming longtime industry

decided to take over his father’s auto

professional Lucky Papageorg as its new

body business, with his brother, Peter,

As for the industry’s biggest issues,

executive director to reinstating chapter

taking over the recreational vehicle side

Boucher is behind the association’s ﬁght

meetings and growing membership,

of it.

against the Labor Rate.

AASP/MA is gaining strength in numbers

An active member of various

“How can we be expected to invest

and plans to ﬁght for the revisions that

industry groups since the ’70s, Boucher

in technology with this rate? It’s just

are needed to survive in this industry.

served as president of the Massachusetts

draining us.”

One of the association’s most active

Auto Body Association (MABA) in the

members, Mike Boucher of Custom Auto

early ’90s. His involvement led him to the

also why it is extremely diﬃcult to ﬁnd

Body in East Longmeadow, has taken

AASP/MA when it merged with MABA

quality technicians these days. Compared

note of AASP/MA’s recent advancements

and the Central Massachusetts Auto

to other technical trades like plumbing or

Boucher says the poor Labor Rate is

Rebuilders Association (CMARA) in 2010.

electrical, auto technicians don’t make as

“You have to be part of a trade

Under the AASP/MA umbrella, Boucher

much per hour.

association or you may as well go into a

continued his heavy involvement in the

– and the importance of staying involved.

“It’s hard work. It’s not particularly clean work all the time, and you can’t

closet and turn oﬀ the light,” says the

association’s Western Chapter. He took

40-year-plus year industry veteran. “I

part in putting together the Clam Bake

make any money at it. Given that

believe there are people out there who

and other regional events. The Clam Bake

circumstance, it’s hard to attract

realize the importance of being part of

in particular drew hundreds of members,

people.”

the association. It’s the only way to stay

vendors, family and friends year after

abreast of what is happening in your

year.

industry, network with other shop

Boucher believes the association has

Through Papageorg’s regular visits to shops around the Commonwealth and the return of chapter meetings, the association leaders continue to keep the

owners and make sure the insurance

come full circle now that Papageorg is

industry isn’t doing something to you

back as executive director. In the past,

door wide open to hear from members

the two worked closely together when

like Boucher who have decades of

that you are not aware of.”

Papageorg was executive director of

experience with what a dedicated

Custom Auto Body back in 1960. It all

MABA during Boucher’s presidency.

industry group can achieve.

began as a hobby during his summers oﬀ

Boucher believes that the returning

from teaching the trade at what is now

executive director recognizes the

the Roger L. Putnam Vocational Academy

importance of the chapter structure.

Boucher’s father, Ernest, started

in Springﬁeld. Shortly thereafter, the

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

“You can’t expect one association to

town he lived in issued stricter zoning

do everything. Local chapters deal with

laws. In order to comply, he moved the

the local issues.” new England automotive report November 2018 23

NEAR1118.qxp_NEAR1014 10/15/18 2:08 PM Page 24

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24 November 2018

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[INDUSTRY] UPDATE By Ted Williams, Sherwin-Williams Automotive Finishes

DOWNtIME: understanding Wastes in Collision Production ut of sight, out of mind.” The old saying holds true in today’s collision “O repair industry, as shops struggle to control production waste, not knowing that some of the best opportunities to improve efficiency are hiding in plain sight. In any lean manufacturing environment, measurement is a fundamental principle. The trouble is that an operator can only measure what they see. Even the most tightly managed shop is susceptible to losing production efficiency in a few frequently overlooked areas of waste, including: Defects; Overproduction; Waiting; Not utilizing talent; transportation; Inventory excess; Motion waste; and Excess processing. These eight areas of waste comprise the acronym DOWNtIME. Ensuring these areas are visualized and measured will have a direct result on individual and team performance in any shop. Let’s take a look at how each of these areas relates to everyday collision repair operations. Defects Defects are mistakes that require additional time, resources and money to fix. These can be found throughout the repair process, resulting in rework. In collision repair, defects commonly result from poor quality controls, poor repair, poor documentation and weak or missing processes. Perhaps the biggest (and most avoidable) source is misunderstanding internal and external customer expectations. This is easily prevented by better listening and a stronger focus on customer needs. Defects can be limited by the application of standardized work, more stringent quality control at all levels, a full understanding of work requirements and customer needs and simple job aids (such as standardized checklists). Overproduction In many shops, workers blindly build a 26 November 2018

new England automotive report

flag sheet even when those who receive their output aren’t ready for it or don’t need it. This is a major flaw, as overproduction can tie-up significant working capital. In collision repair, this often happens when we take in too many repair orders and produce work in progress (WIP) in different departments beyond capacity. Overproduction can result due to a number of reasons. A major one is goal misalignment. This can arise from compensation built around individual flag sheets instead of completed work. Not connecting internal customer needs to company goals creates misalignment. The solution to overproduction is to establish a reasonable workflow for the benefit of the customer. A shop that puts in the work necessary to establish – and stick to – procedures and processes, moving resources and preventing excessive WIP is far less likely to struggle with overproduction and bottlenecks. Waiting This occurs whenever work has to stop for any reason – the next person in line is overwhelmed, something broke down or parts or materials are unavailable. From unbalanced workloads and long setup times to insufficient staffing and work absences, causes for excessive waiting are everywhere. Many shops create waste by waiting through scheduling. They overschedule work beyond the team’s ability to process it. This forces people to rush, injecting more wait time for parts, supplements, etcetera. Whatever the cause, the effect depends on how the shop reacts. Many workers either wait for a bottleneck to be cleared or continue producing. By adding to the bottleneck, a bad situation becomes worse. One way to address this is through better work scheduling with an adequate and versatile staff that can be moved to address the workload at the bottlenecks. This may mean shifting people to other tasks as needed to address WIP increases

The facility should be designed to avoid wasted movement. in departments. Not utilizing talent Underutilization of talents, skills and knowledge can have a detrimental financial and cultural effect on an organization. Centers can experience benefits when recognizing the value of skills and improvement ideas from all levels of the business and can suffer when not effectively engaging in the process. Assigning staff members to tasks that do not match their skill set, insufficient training and poor communication are just a few failings that can result in a lack of employee engagement and retention. This can hamstring any organization’s productivity. Key solutions include empowering your employees, elimination of micromanagement and increased training opportunities. transportation Collision centers spend a lot of time moving vehicles and parts around. Too much transportation tends to increase costs, wastes time, increases the likelihood of product damage and can result in poor communication. In general, transportation waste can be caused by an inefficient parts department layout, unnecessary or excessive steps in the repair process or a misaligned process flow. The goal is maximizing technician touch time. Limiting transportation waste can be easily addressed by common-sense efforts such as simplifying processes, addressing physical layouts and locations, handling products less often and making distances between departments as short as possible. A good example is the movement of the parts departments to the production floor, utilizing carts rather than the traditional centralized parts department. Inventory Excess Inventory excess occurs when there is supply in excess of real production demand, which masks problems. This can

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[INDUSTRY] UPDATE

Poor process around parts storage can create defects.

Parts organization creates a visual process that speeds ﬁrst-time repair quality.

result from overproduction, poor monitoring systems, mismatched production speeds and long setup times. This can also be caused by poor communication with internal customers in the business. A department taking in 14 cars on Monday when it only has the capacity to assess 10 is inventory excess. Assigning technicians ﬁve repair orders when they can only physically repair one at a time is also excess inventory. This excess inventory waits and negatively impacts throughput performance. Motion Waste Any excess movement, whether by employees or machines, that doesn’t add value to the product, service or process is motion waste. Poor shop layout is a common cause, as is workstation congestion. When measured, many are astonished about the number of miles technicians walk daily to compensate for process and layout ineﬃciencies that costs valuable touch time on the repair.

The inventory should be visibly managed to reduce excess.

One solution for motion waste is to re-arrange layouts to decrease the distance between stations and make it easier to reach things that are often used. Common examples include parts and material carts that move the needed items closer to the technician performing the task or a mobile estimating cart that moves that process to the vehicle and eliminates the redundant task of repeatedly walking back and forth to an office. Excess Processing Excess processing often occurs due to the creation of multiple versions of the same task or long-winded, poorly designed processes. It frequently results from reports that require multiple signatures, redundant data entry, overdesigned equipment and poor communication. Each of these areas of waste unnecessarily increases costs and drains valuable shop time and resources. Operators must first examine and map their organization to analyze their processes in order to fix them. The traditional teardown and supplement continued on page 46

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new England automotive report November 2018 31

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[COVER] STORY By Joel Gausten

AASP/MA has undergone a variety of positive changes in recent months, but one of the most significant developments is unfolding as you read this.

reconnection, Education & Engagement: aasP/Ma relaunches Member Chapters In late October, AASP/MA officially reintroduced the chapter structure to its statewide membership. The first Western Chapter meeting in years was held October 17 at the Roger L. Putnam Vocational Technical Academy in Springfield, while a similar gathering of the rejuvenated Northeast Chapter was held October 24 at the Lynn Vocational Technical School. (Midstate and Southeast Chapter meetings are slated for this month; more information is available at aaspma.org.) “The decision to relaunch the chapters is a direct result of engaging Lucky Papageorg as the executive director and feedback we received from members and non-members alike,” comments AASP/MA President Molly Brodeur. “Now that Lucky has a fixed schedule of traveling the state, the timing felt right to begin reinvigorating the chapters.” As in the past, AASP/MA’s membership will be divided into four chapters: Western, Midstate, Northeast and Southeast. These regional chapters are defined by a combination of the 14 counties in Massachusetts.

MASSACHUSETTS

“Our current plan is to have a monthly chapter meeting in each of the four regions,”

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

explains Papageorg. “That being said, we will also take into account what the membership requests in each of the regional chapters. If certain issues arise on a legislative or regulatory matter, as an example, it may warrant an

32 November 2018

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additional meeting. Because the regions are fairly large in

time-consuming. More importantly, the website will be a

the area they cover geographically, the meeting locations

reference point for consumers. Shop owners will be able to

will vary from month to month within a regional chapter.

refer their customers to the website for FAQs and guidance

That way, the same shop owners and technicians will not

through the repair process and issues such as rental

have to travel a great distance every month. We also plan

coverages and their rights if the vehicle is deemed a total

on holding the meetings in the vocational-technical

loss.”

school environment, oﬀering the students the opportunity to attend.” The main focus of the initial chapter meetings will be to gather as many shop owners and technicians as possible

The Members Only section will also exclusively host videos of Auto Damage Appraiser Licensing Board (ADALB) meetings and other industry events (rather than hosting them on YouTube), while new search functions on

for an update on AASP/MA’s current agenda and plans for

the site will allow members to look up speciﬁc information

the future.

on laws and regulations that inﬂuence and impact their

“Initially, the members will have the opportunity to meet with and hear from AASP/MA directors. The Board

daily lives in the industry. “If somebody is looking for a particular Massachusetts

wants to hear ﬁrsthand from the members and interact

General Law or they know some key words that might be

with them as well. We will put program features together,

in the law, they will have the ability to search for it,”

but ultimately we will also rely on the members in

Enross says.

attendance to let us know what they want at future meetings.”

With the chapter structure back in place, AASP/MA is working to elevate the level of communication and

With the chapter structure back in place, AASP/MA is working to elevate the level of communication and representation it provides to Commonwealth repairers. Above all, Papageorg hopes that everyone who pays membership dues will take full advantage of everything their investment has to oﬀer. A critical element of the recent and upcoming meetings is a sneak peak of the soon-to-be-revamped

representation it provides to Commonwealth repairers. Above all, Papageorg hopes that everyone who pays

AASP/MA website (aaspma.org). Utilizing the expertise of

membership dues will take full advantage of everything

Bill Enross of cPrax Internet Marketing and expected to be

their investment has to oﬀer.

fully updated by the end of the year, the restructured site will be hosted on a dedicated server to ensure increased

“The best thing members can do is look to the future with a positive frame of mind knowing that AASP/MA is

speed and security. In addition to oﬀering credit card

working to improve the industry for everyone! If they

processing (available now), a fresh look and feel and a

have certain issues they would like addressed, body shop

stronger Google presence thanks to moving to https

owners and technicians should attend these meetings

protocol, the redesigned online portal will include a host

prepared to participate and have their voices heard. They

of valuable links and documents for AASP/MA members. “The website will have Members Only tabs that will

should be prepared to hear what the future plans are for the association and to roll up their sleeves and help one

oﬀer a variety of features, including all the pertinent

another achieve our goals for the industry as a whole. As in

regulations regarding the collision repair and appraisal

the past, they will hear and discuss ﬁrsthand the diﬀerent

processes,” Papageorg says. “Additionally, we will build a

issues they all face – but more importantly, they will

library of reference material from OEM manufacturers,

discuss solutions to their issues. They will have the

which will include repair procedures, requirements and

opportunity to take away valuable information that they

position statements. For the information that the OEMs

can apply in their individual shops the next day.”

currently oﬀer on a ‘pay-to-use’ platform, we will provide the needed links so shops won’t have to spend time

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

seeking the information on the internet, which can be new England automotive report November 2018 33

NEAR1118.qxp_NEAR1014 10/15/18 2:08 PM Page 34

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34 November 2018

new England automotive report

Kelly Nissan of Lynnfield 275 Broadway (Route 1) Lynnfield, MA 01940 Toll Free: 1-800-698-9280 Fax: 781-598-8026 E-mail: BSherman@Kellyauto.com

Kelly Nissan of Woburn 95 Cedar Street Woburn, MA 01801 Phone: 781-835-3510 Fax: 781-835-3580 E-mail: mbosma@kellyauto.com www.kellyauto.com

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[LEGAL] PERSPECTIVE by James A. Castleman, Esq.

The antitrust Guidelines At most AASP/MA meetings, someone gets up at the beginning and reads the “Antitrust Guidelines,” a list of topics that you should not discuss before, during or after the meeting. You may have heard the Guidelines many times, but chances are that you never really listened to them, never knew what they meant and never knew why they existed. Yet, they are quite important, and failure to comply with them can have serious consequences, including imposition of hefty fines and lengthy prison sentences. What Is “Antitrust” Anyway? Back in the 1800s, certain businesses combined to monopolize their industries. Notoriously, oil company ownership was concentrated in a few large and powerful corporations who set fixed prices for petroleum products and controlled all aspects of the oil business. The companies did this by forming business “trusts,” under which they agreed upon prices that they would set and how they would divide their customers and territories. As a result, there was no real competition between the oil providers. Further, whether you were a small corner gas station or a huge multi-state manufacturing operation dependent upon oil fired furnaces, you had to pay the price set by the trusts if you wanted to buy oil. You also had to buy from the supplier assigned to your territory. By entering into these trusts, the oil companies made huge profits, and everyone else was at their mercy. In response, some states initially passed laws against the trusts, i.e., “antitrust” laws, to try to prevent this. Then, in 1890, the Sherman Antitrust Act was passed by Congress. The Act made it illegal to enter into any contract, combination or conspiracy “in restraint of trade” or to combine or conspire to “monopolize” trade or commerce. Subsequent antitrust statutes have essentially just refined this Act. The Antitrust Guidelines are designed to make sure that you do not come close to the violation of these laws and that neither you nor AASPMA becomes the target of a government crackdown. It may seem ridiculous to you that a couple of small collision repair shops could be held liable under laws that were designed to prevent nationwide industry control by a few huge and powerful companies. While it is true that certain aspects of the antitrust laws probably do not apply to relatively small businesses (e.g., the direct anti-monopoly provisions), most of the laws do apply to you and to almost every other business in the United States. Further, as a result of the industry’s interaction with the insurance industry, it is my opinion that there is a higher-than-average risk of governmental new England automotive report November 2018 35

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[LEGAL] PERSPECTIVE investigation for antitrust violation. This is based on two factors: First, there is a perception among shop owners that large, omnipotent and economically powerful insurers control prices and methods of repair, and many people in the collision repair industry believe that the only way to fight this is to engage in a joint effort against the insurers. Unfortunately, this may lead to improper actions by overzealous shop owners. Second, the insurance industry has a huge stake in what they pay for auto damage claims, and members of that industry have no qualms about making complaints to governmental agencies concerning perceived conspiracies by body shops. In other words, insurers make bigger profits if they can keep claims costs down, and they believe that they can help to accomplish this by keeping body shops from sharing ideas on how to increase their profits. What Are the Guidelines, and Why Are They Significant? The Guidelines list six specific topics that should not be discussed, each with its own significance: 1. Prices charged for collision repair damages. One of the primary goals of the antitrust laws is to prevent agreements between competing businesses to fix prices for work they do or the product they sell. Notably, there actually is nothing per se illegal about competitors discussing the prices that they charge. After all, how do you know if your charges are competitive if you do not know what your competition is charging? The problem is that, legally, an agreement may be inferred if competitors talk about prices one day and the next day end up charging the exact same, or even similar, prices. And, any agreement, no matter how innocent the intent, by as few as two body shops as to prices they will charge is automatically illegal. Further, discussing prices at an AASP/MA meeting puts the whole association at risk for being prosecuted for antitrust violations. That risk is just too great to allow shops to discuss this topic at an AASP/MA meeting. 2. Minimum or desired profit levels. It is illegal under the antitrust rules for competing businesses to seek the same amount of profit for the same amount of work or work product. Two or more body shops cannot decide that they are going to make X percent profit on every job that they take in. Each must make their own independent determination as to how much profit they want to make, and they must run their business based on that independent determination. Overhead costs, wages paid, work efficiency and various other factors may differ from shop to shop. A shop’s profit should depend on its ability to manage each of these factors and not on what they agree with others as to how much profit they should seek. 36 November 2018

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3. repair time practices or charges. Another element of repair work that should not be agreed upon by repair shops is how much time a particular repair should take or how much a shop should charge for a particular job. While estimating systems may be used as guides, they really should be just guides and not the gospel for all collision damage repair work. 4. Division of markets or territories. This may seem inapplicable for the collision repair industry; after all, how could repair shops even think of agreeing to divide markets or geographic areas? But it is a major prohibition of the antitrust law and at least theoretically possible. For example, a group of nearby shops could agree among themselves that one shop was going to be the only one to do GM repairs, another the only one to do Toyota repairs, etcetera, with each referring work to their neighbor that performs work on the particular type of car. In any case, it is wise to avoid any type of talk about dividing work according to self-defined specialties or according to geographic location. 5. specific business practices of particular shops or of insurers. This one is a bit difficult to nail down. But essentially, each shop should be making their own decisions as to how they want to run their business, and shops should not be agreeing on how they are going to deal with particular insurers. Again, each shop should be acting independently in their business decision-making. 6. refusal to do business with particular suppliers or insurers. A significant subcategory of the antitrust laws is the prohibition of “boycott” agreements. A shop may decide that it does not want to do business with a particular supplier or refuse to repair cars insured by an insurer that they have difficulty dealing with. But two or more shops cannot make an agreement to concurrently refuse to do business with someone or refuse to service one insurer’s customers. The Bottom Line The reality is that it is unlikely that a few small repair shops will be prosecuted for talking about any of the topics in the Antitrust Guidelines - unless ridiculously blatant and outlandish concurrent prohibited behavior follows those discussions. But the risks and potential penalties are just too high to take that chance, especially with the insurance industry looking over your shoulder and with AASP/MA potentially in the line of fire. There are reasons for the Guidelines, and they should be observed. MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Attorney James Castleman is a managing member of Paster, Rice & Castleman, LLC in Quincy, MA. He can be reached at (617) 472-3424 or at jcastleman@prclawoﬃce.com.

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Genuine Replacement Parts For the Road Ahead.

Avoid problems down the road that will cost you time, money and customers. Choose Genuine Subaru Replacement Parts, engineered to fit better today, and perform better tomorrow.

For Genuine Subaru Body Parts, contact an Authorized Subaru Dealer. Long Subaru 7 Sutton Rd., Webster, MA 01570 800-982-2298 Fax: 508-879-1212 tschube@longauto.com new England automotive report November 2018 37

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[INDUSTRY] UPDATE

tECHNICAL NEEDS, OEM SOLutIONS: INSIDE rELIABLE AutOMOtIvE EquIPMENt The collision repair industry can be complex and confusing, but help and professional guidance are within reach. For 30 years, Reliable Automotive Equipment has stayed ahead of the changes hitting the auto body world by oﬀering top-of-the-line OEM products and education. Headquartered in Belford, NJ, Reliable works to maintain an active national presence through participation in various industry associations and events. In addition to serving as a Board member of the Alliance of Automotive Service Providers of New Jersey (AASP/NJ), Reliable President Dave Gruskos is currently a director for the Society of Collision Repair Specialists (SCRS). He is also a well-known speaker and educator who regularly presents at major trade shows including SEMA and NORTHEAST®. Since the beginning, Reliable has maintained a passion for proper repairs and workers’ health and safety. The company closely follows the direction of auto manufacturers to ensure that only the best and most appropriate equipment is oﬀered to customers. “We always stay on the cutting edge of what our partners on the car company side require,” Gruskos says. “We devote our energy and resources to do our best for our customers through shop visits, hosting clinics, informing the industry via social media, etcetera. It’s our job to inform shops of the correct ways the OEMs want their vehicles repaired.” One Reliable-distributed product in particular, the XPress 800 rivet gun, has 38 November 2018

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proven to be a huge beneﬁt to repairers working to adhere to OEM-approved methods and procedures. “With so much technology in the types of rivets, shops need to know if the tool they are using is actually doing the correct job. Also, it’s important to have the right drill bit type and size for the correct removal of a panel or rivet.” As for the future of automotive technology, Gruskos has a clear idea of what’s to come. “There is a big movement with carbon ﬁber as well as multi-material mixes in joining car bodies together. There will be special tooling that will need to be used to take these panels apart using special heat, for example. Additionally, there will be new safety requirements that technicians will have

OEM-approved. to keep in mind. We also see an increased need for shops to be knowledgeable about electric vehicles. Reliable is always available to answer any questions that techs have on this or any other equipment-related topic that comes up on the shop ﬂoor.” MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

For more information on Reliable Automotive Equipment, please visit raeservice.com or call (732) 495-7900.

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PHONE: 732-495-7900 FAX: 732-495-7904 E-MAIL: bill@rae1.com www.raeservice.com VISIT US ON FACEBOOK www.facebook.com/ReliableAutomotiveEquipment

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Get it right from the source.

Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs. When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.

Contact these Ford or Lincoln Mercury dealers for all your parts needs: Imperial Ford 6 Uxbridge Road Mendon, MA 01756 Toll Free Parts: 877-272-0332 Toll Free Fax: 877-800-6316 E-mail: johnl@imperialcars.com First Time Customers call John

Sarat Ford Lincoln Mercury 245 Springfield Street Agawam, MA 01001 413-786-0430 Fax: 413-789-3715 www.saratford.com

Sentry Ford Lincoln 4100 Mystic Valley Parkway Medford, MA 02155 Parts: 617-506-6309 Fax: 781-874-9934 E-mail: pnewell@sentryautogroup.com

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[OEM CERTIFICATION] PROFILE

This month, we sit down with John Eck, collision manager of customer care and aftersales for General Motors, to discuss GM’s new Collision repair network. similar conversations with other automaker certiﬁcation program representatives will be featured in future issues of New England Automotive report. JE: We do not have a cap for GM’s Collision Repair Network. Our goal is access to safe and proper repair for all our drivers. We encourage all qualifying dealers and repair facilities to participate. nEar: What are some of the general equipment and training requirements that a shop must meet in order to be accepted into the new program?

John Eck of General Motors new England automotive report: What are some key ways that GM’s new auto body certiﬁcation program diﬀers from what shops have been familiar with in the past? John Eck: We didn’t create GM’s new Collision Repair Network in a vacuum. This customer-focused program was developed with feedback from dealerships, independent repair facilities and customers to drive safety for all while promoting customer satisfaction and strong business results for dealers and independent repair facilities. The GM Collision Repair Network is a comprehensive program that incorporates the highest industry standards for participating facilities – ensuring they have the correct tools, equipment and training. The program builds on GM’s current training and toolfocused programs while adding standards for pre- and post-repair scanning, repair procedures, calibration and the overall collision repair and customer service processes. nEar: In terms of capacity goals, does GM have a cap in mind, or is it a matter of adding as many qualifying shops as possible? 42 November 2018

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JE: Our requirements were developed to ensure that dealers and independent repair facilities have the resources necessary to bring GM vehicles to precrash condition following an incident. This includes having a technician on staff that meets I-CAR Pro-Level II, subscribing to Mitchell Cloud Estimating, having the tools to conduct pre- and post-repair vehicle system diagnostic scans and more. The current list of required tools and training can be found on the Genuine GM Parts website [genuinegmparts.com] in the Collision Repair Network section of the “For Professionals” tab. It is important to note that these are dynamic requirements that will evolve over time as new vehicle technology is introduced. nEar: When a shop becomes certified, what checks and balances are in place to ensure that the facility maintains the standards that led to them being certified in the first place? JE: GM is working with Mitchell International to administer the GM Collision Repair Network with reoccurring verifications and audits to monitor compliance of participating facilities. nEar: What kind of time and monetary investment is needed to join the certified program?

JE: All participants in the GM Collision Repair Network will be required to pay a program fee – once requirements have been met – prior to the onsite audit inspection. nEar: How often do you require re-training? JE: The only re-training that will be needed is to keep technicians compliant with specific requirements. Mitchell will monitor program compliance with training specifications on a regular basis. If, at any time, a program facility no longer meets those training requirements, they will not be an active facility in the program until they correct the compliance issues. nEar: What is GM’s position in terms of parts restrictions in the certification process? JE: General Motors has no plans to restrict parts in this program. nEar: Where is the best place for shops to go if they are interested in learning more about the GM program? JE: Information about the GM Collision Repair Network can be found at genuinegmparts.com. Click the “For Professionals” tab and select “Collision Repair Network.” MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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Make Quality Your Goal.

REPAIR WITH KIA GENUINE PARTS. Your reputation depends on repairs done right - the first time. Kia Genuine Parts are manufactured to the same exacting standards as original equipment. Don't take chances by using aftermarket parts. Are you willing to risk your reputation and customer satisfaction? A happy customer is your best advertisement. Protect your customer, protect your business Insist on Kia Genuine Parts.

Contact the following Kia dealers for assistance and delivery of your Kia Genuine Parts. Bald Hill Kia 1021 Bald Hill Road Warwick, RI 02886 Parts Direct: (800) 822-3015 www.baldhillkia.com

Gary Rome Kia 809 Enfield Street Enfield, CT 06082 Parts Direct: (888) 349-3995 Fax: (860) 265-2674 www.garyromekia.com

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Audi dealers strive to make you an Audi Genuine Parts fan •

Audi Parts professionals are your subject matter experts on collision parts, replacement components and mechanical items.

•

Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.

•

Installing Audi Genuine Parts contributes toward improved cycle time that helps make both your customer and their insurance company happier.

•

Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers. No other supplier comes close.

Helping you do business is our business. Order Audi Genuine Parts from these select dealers. Audi Natick 549 Worcester Street Natick, MA 01760 www.bernardiaudi.com 800.247.3033 Fax: 508.651.6841

IRA Audi 105 Andover Street Danvers, MA 01923 800.774.8411 Parts Direct: 978.605.2182 email: pwalke@iramotorgroup.com www.iraaudi.com

Hoffman Audi 700 Connecticut Blvd East Hartford, CT 06108 860.282.0191 Fax: 860.290.6355 www.hoffmanauto.com

Mattie Audi 80 William S. Canning Blvd. Fall River, MA 02721 800.678.0914 Fax: 508.730.1283 www.mattieaudi.com

Audi Cape Cod 25 Falmouth Road (at the Hyannis Airport Rotary) Hyannis, MA 02601 PH: 508.815.5600 FAX: 508.568.9410 www.audicapecod.com

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[INDUSTRY] UPDATE continued from page 28

process is an excellent example. This process forces the technician to make judgement calls on a repair in isolation. That handwritten information is then provided to the estimator, who then re-enters it into a database. If there is any confusion, the estimator veriﬁes again with the technician while also making any needed photo documentation. This process repeats over and over. Collision centers must focus on the systematic elimination of these wastes. In doing so, they are rewarded with faster processes, lower costs, higher quality, happier workers and, most importantly, happy (and repeat) customers. MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

ted Williams is the business consulting services manager for Sherwin-Williams Automotive Finishes. He is a second-generation collision repairer and former, multiple-time Skills uSA/vICA Collision repair Champion. This year, he celebrates 30 years of experience in the collision repair industry and works closely with some of the largest collision repairers in North America.

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AUT M TIVE

Imperial Ford ..........................................41 Ira Subaru ..............................................13 Ira Toyota of Danvers ..............................12 Kelly Automotive Group ........................IBC

ADVERTISERS’ INDEX

Kia Group ..............................................43

Accudraft Paint Booths ........................OBC

Mazda Group ..........................................16

Audi Group ............................................45

McGovern Chrysler Jeep Dodge Ram ..........11

Axalta Coating Systems ............................6

Mopar Group ..........................................25

Best Chevrolet/Best CDJR ......................IFC

Nissan Group ..........................................34

BMW Group ..................................................14

PPG ........................................................3

BMW/Mini of Warwick ............................24

Reliable Automotive Equipment................39

Colonial Auto Group..................................4

Sarat Ford Lincoln ..................................28

Empire Auto Parts....................................15

Sentry Group ..........................................29

Enterprise ..............................................30

Sherwin-Williams ..................................27

First Chrysler-Dodge-Jeep-Ram ..............30

Subaru Group ........................................37

First Ford ..............................................30

Tasca Group ............................................19

First Hyundai ........................................30

Toyota Group ..........................................21

Ford Group ............................................41

Volvo Group............................................22

Gary Rome Hyundai ................................40

VW Group ..............................................44

Gary Rome Kia........................................40

Wellesley Toyota/Scion............................40

Honda Group ..........................................17

Wheel Collision Center ............................15

Hyundai Group ......................................31

Linder’s, Inc. ........................................46 Long Automotive Group ............................9

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