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Automotive Counseling & Publishing Co. Inc. 899 Logan St., Suite 311 • Denver, CO 80203
MOUNTAIN EDITION
Serving Colorado, Wyoming, W. Kansas, W. Nebraska, & New Mexico
Online Edition at www.partsandpeople.com
Volume 27 Number 5 May 2012 COLLISION REPAIR
Pages 23-29 C1-C4
Auto Collision Experts implements advanced lean strategies in Ft. Collins . 23
Colorado’s CVJ remains a pillar of remanufacturing in the USA
by Michael Anderson automakers were migrating In less than a year, sales for the shop Denver—Thousands of axle from rear-wheel-drive vehicles tripled, and now it cores cover a wall in the to front-wheel drive. averages six times production area of CVJ Axles “Subarus were the biggest more business than waiting to be rebuilt. Owner seller in this part of the seven years ago. Steve Skirrow has been country,” Skirrow recalled, Collision Repair Training Notes . . . 24 remanufacturing CV axles for adding that those axles decades, long before being a continue to be big sellers today. Automakers increasingly turn to I-CAR for training, certification programs . C-2 green business became popular, Eventually, Skirrow bought out As automakers open up their collision shop filling the demand for highhis business partner, Art certification programs to independent quality OE replacement reman Hernandez, and moved the shops as well as dealers, they are increasingly making I-CAR training part of front-wheel-drive axles in business to its current location the program requirements. Colorado. on Brighton Boulevard, near Although most of his 20 local downtown Denver. Essentials shops should understand Steve Skirrow, who has been remanufacturing CV axles in about DRP contracts before signing . 27 and two major national Approximately 70 percent of Colorado since the ’80s, has expanded from his OE What should shops be looking for and replacement offerings to include performance and off-road Skirrow’s business remains competitors are long gone, thinking about when presented with a new applications. Skirrow’s business remains selling remanufactured OEM or revised direct repair agreement? And what are their options if they don’t like some vibrant thanks to a good reputation for found on the market today. replacement power rack-and-pinion of the terms being offered? quality CV axles, rack-and-pinion “We have tried to be friendly to our steering, axles, drive shafts, and smog systems, smog pumps, driveshafts, ATV, environment and surroundings since the ONLINE Continued on page 30 More photos and and industrial axles, as well as offroad ’80s, before it was in vogue,” Skirrow articles at partsandpeople.com INSIDE Parts & People and racing — two burgeoning product said. “We’re saving the raw materials More than 9,900 circulated segments in recent years. and energy that would go into a new Emissions expertise propels Littleton’s Undercar Product Notes . . . . . . . . . . 18 “The big benefit of CVJ’s reman is shaft and keeping it out of the landfill.” Colorado Car Clinic . . . . . . . . . . . . . . . . . . 3 that we’re starting with an OEM part Skirrow, a graduate of the University Utah’s SB 260 deals blow Denver recycler focuses on hybrid with its good engineering, factory-spec of Wisconsin with studies in mechanical to unlicensed salvage buyers . . . . . . 21 drivetrain parts, rebuilding batteries . 3 Three recycling industry experts offer steel, and heat treatment and restoring engineering, left behind a construction Eric and Kathy Sumpter have suggestions on how to advance legislation in it,” Skirrow said, unlike new Chinese company to start CVJ in 1986 in centered their recycling Colorado next year. business, Adopt A Part, on reverse-engineered aftermarket CV axles Colorado, at a time when many
MT/C selling used hybrid drivetrain components, including rebuilt hybrid battery packs.
Transitioning from parts to service . . . 7 Shops that ‘Strive to Thrive’ embrace change, says Jasper president . . . . . . . 31 Western Slope shop owner focuses on OE parts, supplier relationships . . . . . . 35
Larry Brown often called on Jim Davis, the founder of Davis Repair, while selling wholesale parts. Little did he know that one day he would purchase the shop.
Auto Notes . . . . . . . . . . . . . . . . . . . . . 10 Shops can adopt simple ‘green’ practices to increase energy savings . 11
With a rural location and high customer expectations, Owner Steve Stewart says building trust and open communication with parts suppliers is crucial for The Foreign Aid.
Mechanical Repair Training Notes . . 38
Parts & People tests the 2012 Toyota Camry XLE Hybrid . . . . . . . . . . . . . . . 39
Cooper’s Keys to Auto Repair Profits . . 40 Denver Auto Show showcases new vehicles’ flexibility, economy . . . . . . . 42 People & Places . . . . . . . . . . . . . . . . . 43
Automotive Recycling & ‘Green’ Practices / Undercar Maintenance & Repair Focus Issue
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Automotive Counseling & Publishing Co. Inc. 899 Logan St., Suite 311 Denver, CO 80203
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Energy Suspension perfects polyurethane parts for cars and trucks . . . . . . . . . . . 13 Knowing customer base, competition helps shops advertise effectively . . . 15
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May 2012
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Automotive Recycling & ‘Green’ Practices / Undercar Maintenance & Repair Focus Issue
Denver recycler focuses on hybrid drivetrain parts, rebuilding batteries
by Michael Anderson parts are also sold for the Honda drivetrain parts,” Sumpter said, which Denver—A technician Insight and Civic hybrid, he naturally led him to add a service arm to clamps a multimeter to a gray added, as well as the Ford Escape the business because of the diagnostic 7.2-volt module in a hybrid and Mercury Mariner hybrids. expertise needed to properly work on battery pack, one of 38 in a When compared to new OEM hybrids. long row. The battery pack is battery packs, rebuilt ones can With hybrids, a technician can’t try to more akin to a futuristic save a customer anywhere from throw parts at a problem in hopes that it keyboard than a vehicle’s 50 to 75 percent, he said. will fix it, he said. If a collision repair propulsion source. The Armed with a degree in customer calls in saying their customer technician, Bryon Schelk, industrial needs a new hybrid works at Adopt A Part, an engineering and transaxle, he said his “A transaxle job import auto dismantler work experience countermen will ask specializing in selling used in electronic takes 12 hours of labor how they came to that hybrid drivetrain manufacturing, on a Toyota Prius, so conclusion, even if it components, rebuilt battery Sumpter said he results in a lost sale, you better make sure he said. The problem packs, and service. purchased the “The Denver-Boulder area, yard in 2008, can be something as you need it.” Kathy and Eric Sumpter, owners of Adopt A Part, specialize in on a per-capita basis, has the with the intention simple as a broken the sale of used hybrid vehicle drivetrain components and highest concentration of of refocusing the connector, he said, but rebuilt battery packs. In January, the couple opened a repair hybrids in the country,” said business on hybrid dismantling. because of unfamiliarity, an estimator shop division, MileHybrid Automotive. Owner Eric Sumpter, who He received his formal hybrid may assume it needs to be replaced. also operates an on-site service and repair built from 2004 to 2009 begin to come vehicle training through Arapahoe “A transaxle job takes 12 hours of labor division, MileHybrid Automotive, with out of warranty, Sumpter is banking that Community College’s (ACC) Hybrid on a Toyota Prius, so you better make his wife, Kathy Sumpter. many will seek service from independent Vehicle Training program. sure you need it,” Sumpter said. As the more than two million secondrepair shops, who are more apt to install “What we set out to do was be the “We provide installation training for generation Toyota Prius hybrids that were used and rebuilt parts. Batteries and used recycled parts source of choice for Continued on page 6
Emissions expertise draws customers to Colorado Car Clinic
by Michael Anderson Some inexperienced technicians will Littleton, Colo.—It’s no fluke interpret a scan tool’s data without that many of the vehicles that fail question, Hansen said, which can be a Colorado’s IM240 emissions test pitfall. He said he looks at the entire end up in Dave Hansen’s repair emissions system before replacing any shop. Hansen, an L1 technician parts. After diagnosis, he said, he may with a penchant for electronics, discover something as simple as a vacuum said he has carved out a niche leak or a malfunctioning exhaust gas fixing vehicles with hard-to-find recirculation (EGR) valve. emissions problems. “There can be a circulation problem, “There is a proper way to where the digital oscilloscope comes into diagnose an IM240 failure, and it’s play — unlike some scan tools, they don’t Dave Hansen, owner of Colorado Car Clinic, says not by throwing parts at it,” said lie,” he said. his digital oscilloscope is a tried-and-true method Hansen, owner of Colorado Car On vehicles with a bad cat, emissions for testing vehicles with emissions failures. Clinic, a specialist in diagnostics, will have high hydrocarbons and nitrogen drivability, and electrical repair. Many of the problems on modern readings, he said. “Ever since NOx Many motorists with failed vehicles in vehicles with OBD II systems can be standards have tightened, we have sold Littleton find their way to Hansen via Air traced back to electronic components, he more cats and mass-air-flow sensors than Care Colorado’s emissions repair guide, said. For example, a mass-air-flow (MAF) before.” where he’s listed as completing 346 total sensor can drive itself out of repairs to date with a 100 repair calibration, sending false signals to effectiveness index (REI) rating. the engine control module (ECM) The metals found in a catalytic converter that the engine is using less air, and (cat) — platinum, palladium, and rhodium creating a lean situation that — are only part of the equation for increases combustion temperature reducing harmful emissions, Hansen said. and increases NOx emissions. A variety of problems can cause NOx (lean Before a MAF sensor is air-fuel ratio) or high Co (rich air-fuel) replaced, Hansen said he tests it readings, not just a bad cat. using a Snap-on Solus scan tool “We look for fuel control of plus or and a Fluke 98 Automotive minus 5 percent,” he said, adding that this Scopemeter that puts out live is typically the acceptable fuel trim wavelength readings. To test the Colorado Car Clinic Technician Ed Donnelly window for a vehicle to pass the state’s cats, he said he uses a Sun five-gas checks the idle response on a 1971 El Camino SS, powered by a 454-cubic-inch engine. IM240 dynamometer test. analyzer and temperature probe.
Parts & People
When choosing which brand of converters to install, Hansen said he prefers OEM or well-known aftermarket brands that offer direct fit, especially for European makes. Bosal is typically the brand of choice for import, while Walker is preferred for domestic, he said. Those parts are typically sourced through WORLDPAC, CARQUEST, or NAPA, he added. Cheap aftermarket universal-fit cats are inexpensive for a reason, he said, and don’t work well because they lack the appropriate amount of precious metals that absorb oxygen. “One year down the road, the check engine light will come on,” he said, and it needs to be replaced again. “I’ve seen emissions failures kill a lot of cars,” Hansen said, citing oil leaking into the exhaust system, which eventually clogs a converter. On an older vehicle, he said, the cost of the repair may exceed its value. In addition to working on OBD II vehicles, Hansen said he has developed a following of classic-car owners, who need to get their carbureted vehicles to pass emissions every five years. At the time of the interview, he had a rare ’50s Lincoln in for service. Many of Hansen’s customers who seek him out for emissions work end up becoming repeat customers for other services, he said. n
May 2012
Page 3
Parts & People
The Monthly Regional Publication For Rocky Mountain Automotive Specialists
Volume 27 / Number 5, May 2012 Publisher: Lance Buchner Associate Publisher: Michael Anderson Managing Editor: Rob Merwin Contributors: John Yoswick, Matthew Sevart, Dick DeLoach Jerold B. Smith, Laura Angell, Daniel Buxbaum Graphic Arts Director: Mario Waller Printer: Tribune Publishing Co. Inc. Parts & People is published monthly by Automotive Counseling & Publishing Company, Inc., a Colorado corporation. ISSN 1083-771Z Rocky Mountain Edition 899 Logan Street, Suite 311 Denver, Colorado 80203 Phone: 303-765-4664 Toll Free: 800-530-8557 michael@partsandpeople.com Corporate Office Automotive Counseling & Publishing Co., Inc. PO Box 18731, Denver, Colorado 80218-7310 800-530-8557 President/Publisher: Lance Buchner National Sales Director & Associate Publisher: Michael Anderson Director of Sales Development and Marketing: Art Wolfe art.wolfe@partsandpeoplecom Founded by Lance Buchner and Dave Lucia. www.partsandpeople.com Office Manager: Amanda Buchner Web and Production Manager: James Faust Circulation: Tracy Buchner, tracy@partsandpeople.com Subscriptions are free to all automotive-related Rocky Mountain regional business owners and managers; $36 per year, per edition to all others. For mail renewals or change of address, please include mailing label. Reproduction of any of the contents of this publication by any means is prohibited without specific written permission of the publisher. Copyright 2012, Automotive Counseling & Publishing Company, Inc. All rights reserved.
Publisher’s Statement
Supplier sentiments positive
The Aftermarket Supplier Sentiment Index for the first quarter of 2012 registered the most positive supplier sentiment since 2010, according to the Automotive Aftermarket Suppliers Association (AASA) in its “Aftermarket Supplier Barometer.” The outlook for the future became significantly more positive in the first quarter. “Sales increased, gross margins improved slightly and hiring was up,” said Steve Handschuh, president and COO of AASA. “Inventory and capacity additions were stable quarter-overquarter, firmly in the positive territory.” Surprisingly, concerns regarding raw material costs and world economic conditions have declined, according to the report.
Gas prices
weakening currency in relation to commodities and, more specifically, oil? When the dollar is proclaimed to be strong and strengthening, it is being compared to collapsing currencies in Europe and Japan, where international finance and banking malfeasance also took its toll. Are we just being price-gouged?
Fuel economy contributes to increasing pace of new car sales
As gasoline prices crossed the $4-per-gallon price in select states in early April, and AAA reported a national average of gasoline prices at $3.92 per gallon, many wonder what the effects will be. Considering how much the American consumer is affected by the cost of gas at the pump and how it affects the economy and the prices of goods and services, it is troubling to witness such upward volatility. The rise in gas prices is no longer just a supply-and-demand determination. World oil consumption is down in Europe, China, and the U.S. Domestic production reportedly covers 80 percent of U.S. consumption as the U.S becomes an exporter of oil. When overly centralized insiders control two-thirds of oil futures, the pricing is suspect. Financial speculators historically accounted for about 30 percent of oil contracts. Today, speculators account for 64 percent, according to the Commodities Futures Trading Commission. Beyond unregulated speculation, however, lies a new and unfamiliar concern. Are gas prices rising because of our
Higher gas prices are one reason why Americans are buying more fuel-efficient vehicles, according to a study released by the University of Michigan Transportation Research Institute in mid-April and reported upon by the Detroit Free Press. The report stated that fuel economy estimates of all new vehicles sold in the U.S. has topped 24 miles per gallon for the first time. The fuel efficiency of vehicles sold in March is now 20 percent — or 4 MPG — higher than in October 2007, when the University of Michigan began monitoring and reporting. General Motors Co. reported that its 12 vehicles getting 30 MPG or better on the highway had combined sales of 100,000 for March, its highest monthly total of such vehicles ever sold. The economy is being rebuilt on the surging sales of the auto industry. Reports now indicate that one in ten new jobs in America are auto-industry-related.
Tire back orders rolling and filled
Last year, back orders for popular tires soared as the percentage of fill dropped dramatically. With increased tire manufacturing capacity comes a new and significant supply of tires to the U.S. this year. Look for retail sales promotions and competitive pricing to proliferate this summer. With tire sales rebounding, associated parts and service business should also drive undercar parts sales this year. n
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Page 4 May 2012 Parts & People www.partsandpeople.com
Only 35 percent of hybrid owners buying hybrids again, according to Polk
Southfield, Mich.—While the selection of hybrid models in the U.S. has more than doubled since 2007, only 35 percent of hybrid vehicle owners chose to purchase a hybrid again when returning to market in 2011, according to recent analysis by Polk. If repurchase behavior among the highvolume audience of Toyota Prius owners isn’t factored in, hybrid loyalty drops to less than 25 percent. However, hybrid owners appear to maintain brand loyalty when returning to the new-car market. For example, in 2011, 60 percent of Toyota hybrid owners returned to the market to purchase another Toyota, according to Polk, while 41 percent of them purchased another hybrid from any brand. In the case of Honda hybrid owners, more than 52 percent of them stayed with the Honda brand, while just less than 20 percent of this same owner group bought another hybrid vehicle from any brand. “Having a hybrid in the product lineup can certainly give a brand a competitive edge when it comes to attracting new customers,” said Brad Smith, director of Polk’s Loyalty Management Practice. “The repurchase rates of hybrid vehicles are an indication that consumers are continuing to seek alternative solutions to high fuel prices.” Online cross-shopping data from Edmunds.com indicates that consumers are doing their due diligence to compare hybrids with similar gasoline-powered vehicles. As an example, the Honda Civic is the second most cross-shopped vehicle among both Toyota Prius and Honda Insight shoppers. Hybrid vehicles represent just 2.4 percent of the overall new-vehicle market in the U.S., according to Polk, down from a high of 2.9 percent in 2008. “The lineup of alternate drive vehicles and their premium price points just aren’t appealing enough to consumers to give the segment the momentum it once anticipated, especially given the growing strength of fuel economy among compact and midsize competitors,” according to Lacey Plache, Edmunds.com chief economist. “For EVs and PHEVs in particular, certain obstacles — including consumer unease with unfamiliar technology and the lack of an adequate recharging infrastructure — will need to be overcome before sales increase.” Polk’s research also indicates that volatility in fuel prices between 2008 and 2011, which ranged from just under $2.00/gallon to nearly $4.00/gallon, had little impact on hybrid segment loyalty. n
Aftermarket supplier sentiment is most positive since 2010
Research Triangle Park, N.C.—The Aftermarket Supplier Sentiment Index for the first quarter of 2012 registered the most positive supplier sentiment since 2010, according to the Automotive Aftermarket Suppliers Association (AASA) in its “Aftermarket Supplier Barometer.” “Outlook for the future became significantly more positive in the first quarter,” said Steve Handschuh, president and COO of AASA. “Sales grew, gross margin improved slightly, and hiring was slightly up. Inventory and capacity additions were stable quarter-over-quarter, firmly in the positive territory.” Paul McCarthy, AASA vice president of industry analysis, planning and member services, said that although the ‘Top 10 Concerns’ in the AASA Aftermarket Supplier Barometer have remained the same over the past two years, it has seen the relative importance of some issues increase and decrease. “Suppliers’ concerns regarding raw material costs and world economic conditions have declined,” he said. “However, concern has increased regarding margin erosion, lack of pricing power and product returns.” The “AASA Aftermarket Supplier Barometer” is a quarterly survey of AASA full-service supplier members on key indicators and market trends. The full survey report is an exclusive AASA member benefit and is available only to member companies which participate in the survey. n
Parts & People May 2012 Page 5
Denver recycler focuses on hybrid drivetrain parts, rebuilding batteries
Sumpter said he now sells rebuilt battery packs all independent shops, backed by over the U.S. and Canada. our diagnostic expertise,” he To be a successful hybrid said, adding that with their vehicle recycler, the proper Toyota Techstream diagnostic training and equipment is software and AutoEnginuity necessary, Sumpter said, software, they’re able to take adding that the investment care of their own retail service is substantial. Along with customers, and serve as a go-to hybrids, he said, he also diagnostics source for other dismantles and sells parts mechanical and collision shops. for Subaru, Land Rover, Diagnostic tools are needed Volkswagen, Audi, Toyota, to confirm that a used transaxle and BMW. is suitable for sale, Sumpter To subsidize this said. “With the tools and expense, Sumpter said that training, we can sell them with Bryon Schelk, a technician at Adopt A Part, tests a battery cell in a in January he launched Toyota Prius battery pack that is in the process of being rebuilt. confidence.” MileHybrid Automotive, Through access to technical his repair shop division, resources from his previous work life, weak, he said. Once a module is repaired which attracts motorists from as far as the Sumpter said he has acquired nonor replaced, he said, the biggest part of Western Slope. Often, he said, hybrids automotive equipment necessary to the rebuild involves balancing the that are misdiagnosed end up in his shop. recondition battery modules and rebuild modules, adding that once rebuilt, the “If you have a shop with a steady flow the packs. packs carry a one-year warranty. of conventional vehicles, it’s easy to view Battery packs often fail when a 7.2-volt Getting the word out mainly through hybrid vehicles as a distraction,” he said, module or battery cell leaks or becomes his website, which is SEO-optimized, citing safety hazards, unfamiliarity, lack of training, and proper tools as problems
Continued from page 3
for the average shop. “Diagnosis is similar to that of an industrial control system.” When a hybrid driveline component fails, automakers have typically not endorsed repair at a component level, he said, defaulting to a remove and replace (R&R) procedure. For example, inverters have two sections, he said, and two good sections can be mated for a functional used unit. Since the gas engines found in hybrid vehicles do not experience the wear associated with a gas-powered car, they’re not big sellers, Sumpter said. As many technicians seek diagnostic and installation advice for out-ofwarranty hybrids, Sumpter said he and his five-man crew offer phone consultation, answer questions in several online forums, and even train emergencyresponse personnel in the metro Denver area, who may be hesitant to cut into a vehicle with a 300-volt system. A formal hybrid Certified Installer program aimed at the independent repair technician is in the works, he added. n
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by Michael Anderson Denver—Eric Sumpter, owner of Adopt A Part, was elected in February to serve as president of the Colorado Auto Recyclers (CAR) for 2012. Sumpter replaces Roger “Mitch” Mitchell of Fair Auto & Truck Parts in Englewood, who served the previous 12-month term. “My main responsibility is to facilitate the board of directors and prioritize the issues we need to work on,” Sumpter said, adding that Eric Sumpter, owner of Adopt A membership Part, has been development is a named the 2012 key area of focus. CAR president. Sumpter said he began his involvement with CAR only a few months after purchasing his recycling business in 2008, in an effort to connect with his colleagues in the industry. In a rapidly changing industry, it’s important that recyclers hold their standards high, he said, and adhere to the new standards placed on them. A key issue will be helping CAR members understand the new state storm-water standard, which involves sampling and new inspection requirements, he said. CAR helped negotiate the contents of this storm-water permit on behalf of its members, making sure implementation was feasible, he said. n
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May 2012
Parts & People
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Parts background gives Colorado entrepreneur solid footing in shop ownership
Armed with several years of training during his time spent with Genuine Parts Co. (NAPA), Brown said he was able to hone his customer service skills, adding that he isn’t afraid to make outside sales calls on fleet managers. To attract retail customers, Brown said he developed a marketing campaign and enhanced
Larry Brown made a successful transition from wholesale parts salesman to shop owner with his acquisition of Davis Repair. With him is his daughter, Hannah, who is office manager.
his search engine optimization (SEO) for “check engine” lights illuminate. the shop’s website with the help of the Participation in Business Networking Davlin Marketing International (BNI) Group, of Littleton, Action Partners has also “I knew the business, netted several new and uses San Francisco-based because I called on it for customers, he said, Demandforce for e10 years [as a supplier].” pointing out that he is the mail and direct-mail only repair shop involved campaigns. in the sales leads group, Davlin also produced several in-shop which includes 85 member businesses in videos and posted them on YouTube, he his immediate area. said, for added exposure. For example, Industry training through Automotive one features Brown explaining why Continued on page 8
by Michael Anderson Greenwood Village, Colo.—Little did Larry Brown know that one day he’d be buying wholesale parts on a regular basis instead of selling them. While working as an outside salesman for NAPA and Factory Motor Parts (FMP), Brown often called on Jim Davis, the founder of Davis Repair. However, an invitation to lunch one day in 2008 changed that, eventually landing him a role as the shop’s new owner. “I always wanted to own my own business and never thought of a repair shop,” said Brown. After looking at Davis’ profit and loss (P&L) statements for the last three years, and agreeing on a business valuation, he said he felt confident moving forward with the purchase. “I knew the business, because I called on it for 10 years,” Brown said, adding that he also purchased the building that houses the shop on South Emporia Street. Brown said he maintains a 15-year note on the business with Davis, and took out a Small Business Administration (SBA) loan to purchase the building. Brown said his main motivation to acquire the shop was to build something that he and his family could call their own, and build a future for his two children. “The only way I get fired is if my customers fire me,” he said, with a smile. Brown owns the business with his wife, Ellen, and employs his daughter, Hannah, as office manager and service writer. Brown also said he plans on bringing aboard his son, Josh, who is currently employed as wholesale parts manager at Tynan’s Volkswagen Nissan in Aurora. A succession plan is already in place, he said, adding that his daughter earns 1 percent equity for every year she works there. The same offer will be in place for his son, he said, giving them both a leg up when they eventually buy the business.
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Parts & People
May 2012
Page 7
Parts background gives Colorado entrepreneur solid footing in shop ownership
performance of his shop. “It’s better to build up working capital Training Institute (ATI) helped Brown than to pay off loans faster,” Brown said pinpoint his key benchmarks, numbers he he learned while working with ATI, says he watches closely to monitor the pointing out that he also pays close attention to his technicians’ labor-hour efficiency, parts gross profit margins, average dollars per RO, and weekly sales. With his parts background, Brown said he is picky when it comes to choosing suppliers and the brands they Davis Repair Technician Ken Ryan performs a brake job on a 2000 carry, basing the Toyota 4Runner. He said new Centric rotors would be installed decision on the after the customer complained of a pulsating brake pedal. quality of the
Continued from page 7
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part first, then the service provided by the vendor. Main suppliers of choice include One Stop Parts Source, NAPA, FMP, and WORLDPAC. For most brake jobs, Brown said he prefers to install Centric ceramic pads, sourced through One Stop, which delivers them in 15 minutes from Alan Anderson, a technician at Davis Repair, prepares to install a its Englewood new serpentine belt on a 1998 Jeep Cherokee. He said he also replaced the clock spring with a new OEM unit, because of its warehouse. “We’ve had great critical role in airbag deployment. luck with them — no noise or problems,” he said, Warehouse in Englewood, and LKQ Corp. referring to the Centric line. for used, he added. On timing belt jobs, Brown prefers to Performing the work in the bays are have his technicians install CRP’s Pro technicians Alan Anderson, a Colorado Series Timing Kits, sourced through FMP, State University-Pueblo graduate and which include a timing belt, water pump, specialist in Audi and Volkswagen, and and hydraulic damper. Ken Ryan, who is CRP warrants the proficient in Subaru, “Now is a great time timing components for Saab, and Volvo. to buy a repair shop, the service duration, he For those considering said, a main reason he purchasing their own one that has a good prefers the brand. On mechanical repair shop, reputation and Toyotas, for example, Brown says it’s best to he said the warranty foundation to build from.” buy an existing period is 105,000 business and the real miles. estate, and then When it comes to repowering a vehicle negotiate on all fronts. with an engine or transmission, Brown “Now is a great time to buy a repair said his philosophy is to remove and shop, one that has a good reputation and replace the unit, rather than attempt a foundation to build from,” Brown said. rebuild. Go-to suppliers for With his own business, he said, he aims to remanufactured units are Jasper Engines & double his customer base and increase Transmissions, Transmission Specialty annual sales to $1 million. n
Dana expands SVL aftermarket drivetrain offering for older vehicles
Maumee, Ohio—Dana Holding Corp. announced it will extend its SVL aftermarket drivetrain product line to include additional heavy-duty components and, for the first time, light-duty axle components. SVL products offer quality replacement parts designed specifically for post-warranty vehicles. Availability of the extended product line is targeted for the second quarter, and will include Dana-approved center support bearings for light-, medium-, and heavyduty applications, as well as light-vehicle axle shafts, and ring and pinion gear sets for all vehicle makes and models. This is in addition to the existing SVL line of universal joints for the light- and commercial-vehicle markets, and ring and pinion gear sets for heavy-duty applications. “After a successful launch of SVL in 2011, we saw increased demand for reliable light-vehicle drivetrain components,” said Mark Wallace, Dana’s president of OnHighway Technologies. “Our extended SVL product line will fulfill the market’s demand for Dana-supported light-vehicle components, while further supporting the heavy-duty market’s needs.” n
Steering & Suspension
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May 2012 Parts & People
BROOMFIELD • DENVER • ENGLEWOOD • LOVELAND
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Parts & People
May 2012
Page 9
Auto Notes
Tough Ram. The 2012 Dodge Ram 1500 has been Global anniversaries. The founder of Toyota Motor Corp.,
compiled by Jerold B. Smith
Vehicle sales booming. Despite high
named one of Consumers Sakichi Toyoda, was born in Japan Digest’s “2012 Best Buys” for its 145 years ago, in 1867. From a smooth-riding suspension, as company that started out well as its available V-6 and V-8 manufacturing textile looms in engines, acceleration, lockable 1926, Toyoda’s son began building storage boxes (Ram Box Cargo cars in 1936 (the “d” in the brand Management System), name became a “t”), and for two ergonomics, fuel economy, years beginning in 2008, Toyota was fit/finish, and utility. The Ram the largest automaker in the world. won numerous 2011 awards, The company’s first car was the The Dodge Ram 1500, shown here with the Ram box including Manufacturer of the Model AA. option, is an award winner based on several elements of Year from Off-Road Adventures Hyundai Motor America its design and utility. and the 2011 All-Star Award recently celebrated its 25th from Automobile Magazine. The smooth ride quality and handling is anniversary in the U.S. Its first car sold in The Ram 1500 has an exceptional attributable in part to a multi-coil rear the American market was the Excel Electronic Stability Control (ESC) system suspension, Consumers Digest said. Both (frankly, not one of our favorites ever that allows all-season front-wheel-drive front and rear have heavy-duty shock tested). Since 1987, (FWD) with the performance of rearabsorbers and there is a front stabilizer bar. Hyundai has sold wheel-drive (RWD). The ESC combines Towing capacities on the Ram 1500 more than 6,600,000 ABS and traction control systems and range from 6,250 pounds on the SLT with vehicles in the U.S., determines when to apply one or more the 4.7L V-8 engine to 8,900 pounds on two with more than brakes and reduce engine torque in critical models equipped with the 5.7L Hemi V-8. 4,350,000 still on the conditions. Payloads range from 1,344 to 1,484 pounds. road. Sonata, Elantra, and Santa Sakichi Toyoda was Fe models are one of Japan’s produced at plants in most prolific Alabama and inventors and laid the foundation for Georgia. From Toyota Motor Corp. entry-level cars 25 years ago, Hyundai today produces high-quality coupes, sedans, crossovers, and very competitive luxury models such as the Equus and Genesis. German automaker Opel marks its 150th anniversary this year. A company that started out building sewing machines and bicycles, Adam Opel AG was the first German carmaker to use an automated assembly line, in 1928. The firm designed the Rocket Car, which at one point set the world land-speed record. Opel has been a wholly owned company of General Motors since 1931 and today, along with its British sister car, Vauxhall, is sold in more than 40 countries.
fuel prices, almost every auto and truck manufacturer had an exceptional first quarter of 2012 in the U.S. Strong March sales were driven by the demand for small cars and crossovers. Honda was the only U.S. brand that had a sales decrease, showing a 5-percent drop, but the Civic was the 10th-best-selling vehicle for the month and the CR-V crossover had record sales. Chrysler’s sales jumped 34 percent in March with hot Fiat and Chrysler sedan sales; Dodge Ram pickup sales were up 23 percent over 2011. Ford posted its best March sales in five years with brisk sales of Fusion, Focus, and Edge models that all set March sales records. Even the F-Series pickups were up 9 percent as the demand for commercial vehicles improves. General Motors’ March sales of cars and light trucks rose 12 percent, with sales of its 12 vehicles that get 30 MPG or better fuel economy reaching an alltime high of more than 100,000 units sold. Kia had its best-ever March sales record of 57,505 units sold and is up 31.8 percent on YTD sales. Kia’s affiliate company, Hyundai, also had a record March on sales of 69,728, up 13 percent. Audi posted its 15th consecutive monthly sales record in March and its third-best month ever in the U.S. German automakers BMW and Mercedes-Benz both posted positive sales in March, with BMW sales up 17 percent for the first quarter.
Mitsubishi Motors North America reported sales of its Outlander
Sport CUV at 1,634 units in March, the best single month since the model was introduced in October 2010. At the New York Auto Show in early April, media and consumers viewed the first Outlander Sport manufactured in Normal, Ill. Nissan had its bestever sales month in March, up 12.5 percent on sales of more than 136,300 vehicles. Subaru had another record month and Toyota had its best March since 2008 on sales of more than 200,000 vehicles. And Volkswagen was also a winner, with increased sales of 35 percent, the company’s best March The 2012 Mitsubishi Outlander sold well in March and the sales since 1973. n
new model was viewed at the New York Auto Show as the first to be manufactured at Mitsubishi’s plant in Illinois.
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May 2012
Parts & People
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Simple ‘green’ practices can increase energy savings for shops
bulk, Kirchdorfer said. She advised shop owners to seek out state certification programs in their communities because they will provide a framework and step-by-step approach toward building an environmental plan. Panelist Janet Burgesser, program coordinator for the Denver Department of Environmental Health, said one of the first and foremost actions a shop can take to decrease energy use is retrofitting its lighting. “Replacing four T-12 ballasts with four T-8s can reduce lighting costs by 40 percent,” she said. Downing Street Garage made lighting upgrades from T-12s to T-8s in 2010-2011 for $4,300 that, after rebates of more than $3,400 from Xcel Energy and the City of Denver, cost only $900. Projected annual electrical savings are $700, Kirchdorfer said. Roger Worrick, an energy solutions specialist for Progressive Energy Solutions, said that by switching from fluorescents to a four-lamp T-8, shops can decrease wattage while improving light and increasing lamp life without the flickering and humming. LED fixtures and retrofit kits are also available for existing fixtures. “They are more costly,” he said, “but shops will save more in energy costs with wattage as low as 88 watts. LED has a certain pizzazz factor — it all depends upon your needs, whether it’s from an energy-savings viewpoint, a maintenance perspective, or a marketing position.” Burgesser said shops should not just pay their utility bills, but look at their bills, because energy-use trends such as peak
Continued on page 12
Shops interested in going “green” should target low-hanging fruit first by identifying areas that will cost the least amount of money and return the most in savings, says Rebecca Kirchdorfer, during her recent ASA-CO Symposium session and panel discussion.
by Rob Merwin Westminster, Colo.—Going ‘green’ and saving energy costs doesn’t have to involve a lot of expense and time, and can be simpler to initiate than many shop owners might think, as they discovered recently during a shop management session and panel discussion, “Turning Green into ROI.” Rebecca Kirchdorfer, co-owner of Downing Street Garage in Denver, focused on ways shops can incorporate “green” practices into their businesses during the recent Automobile Service Association of Colorado’s (ASA-CO) Independent Automotive Professionals Symposium in Westminster, Colo. “We’re in the midst of a transformation phase and there are market drivers we need to pay attention and respond to,” Kirchdorfer said. “Consumers are putting money where their values are.” In a survey of customers conducted by Kirchdorfer and her husband and partner, Douglass Kirchdorfer, more than 80 percent said they favor their shop, which has won numerous awards for its green efforts, because it is an environmentally aware business, she said. “Manufacturers are pushing green products, consumers are pulling green products, states are requiring green processes, and companies and communities are measuring and recording green practices. The smart business owners are paying attention and being proactive in developing their own environmental plan,” Kirchdorfer said, which will translate into direct cost savings and more efficiently run shops. “Shops interested in going ‘green’ should target low-hanging fruit first by identifying areas that will cost the least amount of money and return the most in savings,” she said. Shops can be energy efficient by addressing lighting, heating, and cooling, or by choosing products that take less time to stock and have a smaller environmental impact, such as buying oil and antifreeze in
Parts & People May 2012 Page 11
Simple ‘green’ practices can increase energy savings for shops
Continued from page 11
usages will become apparent on closer examination. Shop owners should ask themselves, “Why is that happening?” and set corrective measures. “It’s also important to have goals, such as reducing energy costs by 5 percent for the coming year,” she said.
Burgesser said her certification program requires the use of non-chlorinated brake cleaner and she recommends using refillable cans as opposed to aerosol. “The costs associated with using aerosol cans can be twice as much as refillable spray bottles, and it’s less toxic for your technicians,” she said. She also said environmentally friendly
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water-based aqueous parts washers, if used properly, have a greater life expectancy than petroleum-based solvents. They are typically nonflammable and contain little or no VOCs, and instead of dissolving grease and solids, aqueous cleaners rely on heat, agitation, and soap action to break dirt into smaller particles. Although they clean differently, aqueous cleaners perform as well as solvents, Burgesser said. “Aqueous parts washers are also beneficial because it can decrease costs of hazardous waste removal,” she said. Kirchdorfer said her shop recycles 50 percent of all its waste, which results in less use of its dumpster and increased trashhauling savings. She said the shop purchased a waste-oil furnace in 1999 for $4,600, which paid for itself in four years and yields an annual savings of more than $1,000. “There are a lot of things you can do in your shop that won’t cost a cent. It’s just a matter of putting mechanisms in place,”
she said. Regularly checking for leaks in compressor lines can be beneficial because “a small compressor-line Roger Worrick, an energy solutions leak can really specialist for increase a shop’s Progressive Energy energy use,” Solutions, says that Burgesser said. by switching from And something as fluorescents to a four-lamp T-8, shops simple as can decrease educating wattage while employees to turn improving light and increasing lamp life off lights and without the flickering equipment can and humming. save energy, she added. “If we can turn green practices into solid business practices, shops will have a positive effect on their bottom line and the environment,” she said. n
VeriFacts appointed to verify green garage sustainability
Reno, Nev.—GRC-Pirk Management, the registrar for www.FindGreenGarage.com, has announced that VeriFacts Automotive has been appointed to verify that shops maintain green sustainability. VeriFacts Automotive enables the Green Garage registrars to verify data needed to validate key indicators related to energy consumption and greenhouse gas emissions, helping shop owners pinpoint ways to reduce their energy consumption and costs. VeriFacts Automotive assists shop owners in identifying core environmental performance indicators under Green and Clean Cities programs for pollution prevention and energy efficiency, including direct on-premise evaluation of product and power usage from utilities and other vendors. Based on this information, shop owners can improve their carbon footprint and institute business practices that are both environmentally and economically sustainable, therefore minimizing their exposure to fluctuating energy costs. “In today’s business world there are not too many times you can do the right thing, save money, and increase your bottom line,” said Farzam Afshar, CEO VeriFacts Automotive. “In many cases, shops can’t retain dedicated consultants to audit their environmental performance. By integrating green sustainability practices with carbon footprint computation, we are able to identify opportunities that benefit both the bottom line and the environment. “VeriFacts Automotive can assist with one of the biggest challenges facing the industry today — the need to gather and track environmental data,” said Steven E. Schillinger, president GRC-Pirk Management. The VeriFacts solution can not only improve operational performance, but it also allows shops to comply with the emerging regulatory environment and satisfy demands from customers and supply chain partners for greater transparency,” Schillinger said. “Shops are increasingly challenged with ways to do good for their bottom line and the environment.” n
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©2012 KIA Motors America Inc.
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Page 12 May 2012 Parts & People
Energy Suspension continues to perfect polyurethane parts for cars and trucks
by Dick DeLoach “Our Hyper-Flex bushings are made San Clemente, Calif.—Nearly 30 years from a polyurethane formula that has been ago, lifelong car enthusiast and inventor tweaked to perfection over the years,” Don Bunker founded Energy Suspension Papazian said. “Urethane is stronger and (ES), makers of polyurethane bushings stiffer than rubber, plus it is resistant to and suspension components, but his petroleum products like smog, ozone, gas, involvement in and oil. So it won’t break down and crack the automobile like rubber components.” industry goes Kevin Taeger, ES’ sales manager/OE back long before division, said polyurethane continues to that. amaze even the people who work with it “When I was every day, adding that “it’s as much an art five years old, I as it is a science.” was working at Taeger said the complex and diverse my dad Paul’s nature of Energy Suspension’s proprietary repair service material requires its chemists to constantly garage in Cedar dedicate their attention to development. Energy Suspension founder Don Bunker, Rapids, Iowa,” “This devotion has produced the quality whose company Bunker said. “I components that our customers continue makes automotive remember to demand,” he said. “Our policy of suspension bushings manufacturing in-house from the initial and components, says thinking at the he started out making time that I was R&D stages to chemical formulation, polyurethane just like my dad. molding, and final packaging gives us skateboard truck pads I had a rag in my control of every aspect of the in 1968. back pocket and manufacturing process,” Taeger said. the dirtier my hands would get, the “This gives us the ability to produce a happier I was. So cars and trucks have genuine American-made product and been in my life ever since.” An avid gives our customers absolute confidence skateboarder in his youth, Bunker said he in the Energy Suspension name.” began making polyurethane wheels and The company’s involvement doesn’t the first polyurethane “truck” cushions stop when the order is shipped, Papazian Continued on page 14 (pads) for skateboards in 1968. “But my love for fast cars has always been with me, so I investigated making polyurethane for the auto industry to replace the rubber components with specially formulated polyurethane,” he said. “That was 29 years ago, when Energy Suspension was born.” Mike Papazian, national sales manager/performance division at ES, said if you One of Energy Suspension’s new products for 2012 is mention polyurethane in an this Chrysler LX polyurethane bushing kit for 2005automotive-aftermarket 2010 Chrysler 300, Dodge Charger, Dodge Magnum, context today, the company and Dodge Challenger. that will most likely come to mind is Energy Suspension. “If a vehicle is equipped with performance suspension bushings, chances are good that the bushings have our logo stamped on them,” he said. Bunker’s initial decision to specialize exclusively in polyurethane has established ES as the most asked-for name in performance Energy Suspension now offers a complete polyurethane components polyurethane suspension and body mount kit for 1998today, Papazian said. 2011 Ford Ranger 2WD and 4WD pickups.
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Parts & People
May 2012
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Energy Suspension continues to perfect polyurethane parts for cars and trucks
Continued from page 13
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said. “Our sales staff and sales reps do product information training at our warehouse distributors’ locations with the people who answer their phones,” he said. “It includes the features and benefits of our products, installation tips, warranty product support, and we’re looking into adding video and online training.” Shops are faced with the obvious challenge of coping with the economy and competition, Papazian said, as well as keeping up with technological advancements in today’s vehicles. “The undercar repair market has a choice to offer an affordable, differentiated line of polyurethane products to repair the part as an alternative to a costly dealer replacement part,” Papazian said. “Also, the parts and labor costs are more reasonable for the repair shop to offer a more affordable option to the consumer.” Papazian said dealerships are forcing consumers and installers to buy complete control arms and steering racks when only the bushings are needed, which exponentially drives up repair costs. “Energy Suspension comes to the rescue with a simple solution by offering better than OE rubber with polyurethane replacement bushings for a fraction of the cost to replace the complete part,” Taeger said. ES is known worldwide as the premier manufacturer of performance polyurethane suspension components for street and off-road applications, Taeger said, but the company also makes privatelabel products for a number of companies. “That’s where I come in,” he said. “We do a lot of private-label products for other companies using their drawings
and specs, so we don’t test them,” Taeger said. “We do a lot of sway bar bushings and other products like that.” In 1991 the company started a heavyduty division, which Taeger said has done well. “One of our first heavy-duty products was our red-and-blue Glad Hand Seals, which replace the rubber seals for big-rig air brakes,” he said. “Now we also offer torque rod bushings, motor mounts, and hood rests.” Papazian said ES has applications to fit most popular vehicles, but new ones are being added constantly. “Since 2011 we have added more than 80 new part numbers, including products for the 5th generation Camaro, Dodge LX platform, Nissan 350Z, Jeep Wrangler JK, and the Ford Ranger. We have also developed several new part numbers in our heavyduty division, which have been well received.” ES has also embarked on a new line of motorcycle products known as Energy Suspension Moto division, said Austin Squires, head of new product development, motorcycle and marine divisions. The company is also involved in many community and industry programs, Papazian said. “ES supports Vocational Visions, a nonprofit workplace center for disabled and mentally challenged individuals, as well as an adult education program for Saddleback School District.” “Due to state-funded cutbacks in the education system, Energy Suspension has always supported many educational programs,” Taeger said. “ES sponsors the Hot Rodders of Tomorrow program, which gets high school kids more involved with the automotive industry, and ES has hired SEMA interns through their internship program.” n
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Page 14 May 2012 Parts & People The Energy Suspension management team includes, from l., Austin Squires, Kevin Taeger, Mike Papazian, Pauline Babic, and Mike Santa Cruz.
www.partsandpeople.com
Knowing customer base and competition helps shops advertise effectively
A major consideration regarding the economics of a shop’s market area is whether there are any significant future developments that might affect its marketplace, he said. “Be aware of what’s going on in your market area such as new shopping malls, housing, and large industries. Ask yourself, ‘What would these do for my business?’” A shop’s main marketing
PHOTO BY
focus, however, should be existing customers, as opposed to the potential costly expense of acquiring new ones, Gilley said. The customer database, if used to its potential, can also determine active and inactive customers, as well as how much they spend per visit and how many vehicles they regularly have serviced. “The average hour per RO has the greatest potential for improvement, and well-trained service advisors will go a long way to making that happen,” he said. “Educating the customer is more cost-efficient, and make sure you
charge for all work performed.” Understanding customers’ needs is critical in the development of a marketing plan, he said, and information derived from a customer-service survey, by handouts, mailers, or online, will improve a shop owner’s awareness of consumer interests. “Get the customers involved by giving you feedback and it’ll benefit them and the shop by promoting two-way conversation,” Gilley said. A well-written customer-service survey
Continued on page 16
MATTHEW SEVART
Tracking and evaluating advertising responses and other marketing efforts is important, RLO Training Director Dan Gilley says. “If you can’t measure the success of a particular advertising, then don’t use it.”
by Rob Merwin Overland Park, Kan.—What does it take for an independent shop to successfully market its business in the automotive repair industry today and compete with dealers and chains? It requires understanding that today’s customers are increasingly value-driven, but that doesn’t mean just offering the lowest price, said Dan Gilley, director and trainer for RLO Training, during his educational session, “Maximizing Your Marketing,” at the Vision Hi-Tech Training & Expo held recently in Overland Park, Kan. “Customers want value with a mix of benefits,” he said. “Smaller companies have a choice: they can present quality or price, and if they can’t compete with price — which often they can’t — they’re left with quality.”
“Examine demographics to find out where your customers are coming from.”
For independent shops, that translates to providing a quality facility, staff, and service along with good warranties on everything sold. “The shops that survive are the ones that market those qualities the best,” said Gilley, to nearly 100 shop owners in attendance. “If you’re not bragging about your shop, who is?” In order to “brag” those qualities, shop owners should research their market area, which will provide important data for developing a marketing plan. “Examine demographics to find out where your customers are coming from. They either work or live near you — look at your customer database and ZIP codes,” Gilley said, adding that additional information is available at chambers of commerce and census bureaus.
Parts & People May 2012 Page 15
Bosch scan tool provides European vehicle coverage with advanced software
Broadview, Ill.—Bosch’s Mastertech • Pulls OBD II codes with four clicks VCI (M-VCI) scan tool now provides • Quick module status check of the greatly expanded, in-depth vehicle vehicle network coverage especially for European vehicles • Extensive bi-directional controls for with its new ESI[tronic] 2.0 diagnostic engine, body, and chassis systems software, which complements the scan • Intuitive system menus to speed tools’ award-winning Mastertech Scan Test diagnostics software. • Wide range of functions, including the “Combined with M-VCI’s flexibility and following: auto brake bleed test; biease of operation, this software directional controls for engine, body, and powerhouse gives the technician an chassis systems; steering wheel angle reset; unparalleled maintenance light diagnostic and reset; electronic service resource for stability control test; multiple vehicles Electronic throttle with one common programming; tire interface,” said Ravi pressure sensor ID Subramanyan, programming. senior product ESI[tronic] 2.0 manager for Bosch diagnostic software Diagnostics in the M-VCI Business Unit. provides technical The M-VCI Trio Package consists of the The M-VCI’s support for tester M-VCI scan tool bundled with a laptop PC dynamic ESI[tronic] and USB wireless adapter. operations via 2.0 diagnostic technical hotline software features extensive coverage for and a free one-year diagnostic software domestic, Asian (including Korean), and subscription with the purchase of the MEuropean vehicles, and includes a one-year VCI scan tool. The software covers subscription for software updates. The Chrysler, Ford, and General Motors Mastertech Shop Foreman Pro Scan Test domestic vehicles; Toyota, Honda, Nissan, software provides coverage for 1996 and Hyundai, Kia, Lexus, Scion, Acura, and newer Asian and domestic vehicles. Infiniti Asian vehicles; and Audi, BMW, “ESI[tronic] 2.0 enhances the vehicles Mercedes-Benz, Mini, Volvo, Volkswagen, diagnostics experience by providing the and Smart Car European vehicles. technician trouble-shooting instructions, Complete PC-based mobile vehicle maintenance schedules, and diagnostics tool technical service bulletins when they are available,” Subramanyan said. A complete PC-based mobile The ESI[tronic] 2.0 diagnostic software diagnostics solution developed specifically provides: for North America, the M-VCI scan tool • Accurate and easy automatic vehicle features: identification • Industry-standard SAE J1962 16-pin connector with no special “keys” or adapters required for OBD II vehicles • Operates with a Windows PC through either 802.11 wireless, Ethernet, or USB connection • Fully OBD II compliant, including Controller Area Network (CAN) protocols • Includes USB WiFi adapter which offers innovative and simple wireless connectivity to the M-VCI and allows Internet access while performing vehicle diagnostics • J2534 compliant with OEM ECU reprogramming applications for Ford, General Motors, and Honda vehicles • Designed for new M-VCI vehicle software architecture utilizing M-VCI DPDU API (ISO-22900-2). n
Knowing customer base, competition helps shops advertise effectively
Continued from page 15
will provide data for shops to focus on what services are important to their customers and additional services that could be provided. “The more information you gather, the better chance you have of meeting or exceeding expectations,” he said. Equally important are “competitive service surveys,” he said. They will reveal which competitors offer the same services and prices, services they offer that the shop owner doesn’t, and insight into their attitudes about certain conveniences and services, Gilley said. “The more inside knowledge you have, the better marketing plan you will have,” he said. Once a shop determines its customer base and needs, evaluates its own strengths and weaknesses, and looks at the strengths and weaknesses of its competition, it should use advertising to convey its advantages over the growing prominence of quick lube shops, auto parts stores, and dealerships, he said. “Talk about what you do better than the competition and set about 3 to 6 percent of your annual gross sales to be spent on
advertising — but make sure you spend it wisely.” Gilley listed a number of advertising devices that can be budgeted, including onhold messaging; direct mailers such as coupons, thank-you letters, and service reminders; lifetime oil change programs; license plate frames; and newspaper ads promoting a Car Care event. “A flat-screen TV behind a service desk with a menu board also attracts attention,” he said. Gilley suggested shop owners print an extra 50 to 100 copies of mailers with coupons so they can store them under their counters to be used as “closers.” Tracking and evaluating advertising responses and other marketing efforts is important, and he said shop owners should establish reference codes. “If you can’t measure the success of a particular advertising, then don’t use it.” Gilley said major shifts in the global economy have given consumers the power to demand exactly “what they want, the way they want it, when they want it, and at a price that will be determined by value.” “You have a choice,” he said, “either provide it or fail.” n
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May 2012
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Parts & People
May 2012
Page 17
Undercar Product Notes
ACDelco introduces Advantage tie rods and control arms
compiled by James Faust backed by a 12-month/12,000-mile parts warranty.
Redesigned Ford F250/F350 Super Duty steering gearboxes offered CEMB introduces the ER 80 Go Fast Line series
Grand Blanc, Mich.—ACDelco has introduced the Advantage line of tie rods (345 part numbers) and control arms (49 part numbers). They are part of the all-new ACDelco Advantage family of aftermarket chassis components being launched with more than 1,000 part numbers focusing on top-selling product categories. The ACDelco Advantage tie rods feature fullball type stud for improved performance, corrosion-resistant coating, heat-treated finished ball ends, and CNC-machined housing. The control arms feature corrosion-resistant coating for long-life performance, greaseable ball joints for easy maintenance and long life, and lightweight construction to meet application requirements. Installation hardware is included, when needed, and all parts are
Philadelphia, Pa.—Cardone offers redesigned and improved 2005-2007 Ford F250/F350 Super Duty steering gearboxes. Months of research, design, and validation testing by Cardone engineers resulted in a redesigned gearbox ensuring a quality product that outlasts the original, company officials said. The re-engineered gearboxes feature a stronger piston design to eliminate a common failure in which piston teeth breakage causes immediate loss of steering assist and total loss of steering. Cardone increased the gear pressure angle of the teeth to provide additional durability and used more material on the piston to accommodate increased pressure.
Gainesville, Ga.—The CEMB ER 80 is a digital balancing machine with digital touch panel, 3D automatic measurements by sonar, laser for weight positioning inside the rim, LED to light working space, Wheel Best Access, and Virtual Direct Drive (CEMB patent).
system leaks before they lead to major breakdowns. The Marksman II can detect leaks from orifices as small as 0.004 in (0.1 mm) at 5.0 PSI (34 kPa), from a distance of 12 inches (30 cm). An Internal Noise Control feature buffers ambient noise, making it ideal for use in noisy environments, company officials said.
CEMB USA introduced its line of digital balancing machines, including this ER 80 series. Ultrasonic diagnostic tool ‘hears’ problems before they lead to breakdowns Original Design CARDONE Improvement
The Marksman II comes complete with an ultrasonic receiver, headphones, hollow air probe, solid contact probe, and an ultrasonic emitter that helps locate faulty seals, gaskets, and weatherstripping in passenger cabs, trailers, and other nonpressurized enclosures. All components are packed in a sturdy carrying case. Hunter’s new Road Force Touch balancer provides wheel service with record efficiency
ACDelco has introduced the Advantage line of tie rods and control arms as part of its Advantage family of aftermarket chassis components with more than 1,000 part numbers.
A stronger piston design is used in the gearbox to eliminate a common failure in which piston teeth breakage causes immediate loss of steering assist and total loss of steering.
Westbury, N.Y.—Tracer Products has introduced the Tracerline Marksman II ultrasonic diagnostic tool, a highly accurate instrument that converts and amplifies inaudible ultrasonic sound into audible “natural” sound. Service technicians can easily hear sounds that signify problems such as air brake leaks, compressed air leaks, vacuum leaks, tire leaks, and EVAP
Bridgeton, Mo.—Hunter’s Road Force Touch performs a Road Force diagnostic test faster than a traditional wheel balancer performs a typical balance. During the balancing process, the Road Force Touch automatically applies Hunter’s patented load roller against the wheel and tire assembly to simulate how a wheel performs under the weight of a vehicle to
Continued on page 19
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May 2012
Parts & People
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Continued from page 18
Hunter introduced its new Road Force Touch balancer, which provides wheelbalancing service with record efficiency.
find hidden causes of vibration and vehicle pull. Technicians can activate any balancing function from one screen by touching the appropriate button or icon, saving time spent scrolling through a grid of menu buttons. Live 3D graphics and animations display real-time wheel conditions and illustrate easy-tounderstand instructions to resolve vibration and pull problems. New software tools include eCal auto-calibration, on-demand videos, and an enhancement to StraightTrak lateral force measurement. Other improvements include a stronger, wear-resistant balancer shaft for longlasting service, an Auto-up Hood that saves time by automatically lifting the hood for
the operator, and a standard 10-piece mounting collet set with storage to optimize wheel centering.
New PlastiKote wheel paint provides tough, long-lasting finish
Chicago—Keeping a vehicle’s wheels looking like new can be a constant challenge. “PlastiKote’s wheel paint is specially formulated to provide a tough, long-lasting finish that resists scratches and will not tarnish, weather, or rust,” said Katie Whiting, product manager/aerosols for Valspar. PlastiKote wheel paint is available in four colors: steel (618), semigloss black (620), silver argent (621), and charcoal gray metallic (626). It is also an ideal paint for auto trim and grilles as well as bikes and motorcycles. n
PlastiKote’s wheel paint is specially formulated to provide a tough, longlasting finish that resists scratches and will not tarnish, weather, or rust.
Parts & People
May 2012
Page 19
Metal exposure from laundered shop towels may exceed permissible levels
San Francisco—Gradient, an environmental and risk science consulting firm, has presented new data that shows metal exposure from use of laundered shop towels may exceed the permissible levels allowed in drinking water. Gradient presented a poster describing its findings at the annual Society of Toxicology Annual Meeting and ToxExpo, March 11-15, in San Francisco. The poster describes exposure to metals on shop towels and compares the exposure to toxicity criteria established by governmental agencies. Millions of manufacturing workers routinely use shop towels on the job. According to the new research, manufacturing workers using a typical number of shop towels may be exposed to metals such as lead, chromium, cadmium, and antimony at levels many times above those allowed by the maximum contaminant levels (MCLs) or, in the case of lead, the action level (AL) for drinking water. The EPA promulgates drinking water standards under the Safe Water Drinking Act to protect public health. An MCL, or AL for lead, is a legally enforceable limit that drinking water must meet. Suppliers of drinking water such as municipalities must address exceedances of MCLs, or the AL for lead, by taking corrective action and informing consumers. “Our analysis indicates that shop towel users may unknowingly ingest higher amounts of metals than what is allowed in drinking water,” said Barbara Beck, Ph.D., DABT, principal at Gradient. “It is important for safety managers and plant workers to understand metal contamination levels in laundered shop towels so they can make informed decisions about their use.”
Workers might ingest metals from contaminated shop towels
transfer contaminants from their hands to their mouths and ultimately ingest the invisible residues. The new Gradient analysis presented at the Society of Toxicology meeting compares the potential for heavy metal ingestion from shop towels to levels that may be consumed in water at drinking-water limits. In the case of lead, daily intake from shop towels may be up to 21 times higher than the intake that would be associated with the lead action level. Freshly laundered shop towels have been shown to be contaminated with metal residues, which may transfer to the
hand during common usage, and can migrate to the mouth and be ingested at levels that exceed those allowed in drinking water. The MCL and AL analysis advances Gradient’s research, which has been ongoing since 2003. Gradient has found that workers using the typical number of shop towels daily were exposed to seven metals — antimony, beryllium, cadmium, cobalt, copper, lead, and molybdenum — that may exceed health-based limits. The same study found heavy metal residues in all of the laundered shop towels tested. n
Mitchell 1 introduces its next generation of ProDemand
Poway, Calif.—Mitchell 1 announced that its next generation of repair information software, ProDemand, is now available. “ProDemand presents information from service repair manuals in a concise manner, providing all of the descriptions, procedures, specifications, and diagrams that technicians need to complete the job,” said Gary Hixson, product manager for Mitchell 1. “Returning all of the relevant findings quickly saves technicians time because they don’t have to conduct multiple look-ups to find what they need.” With the information that Mitchell 1 has collected over the past nine decades, combined with experience, ProDemand presents repair, diagnostic, and maintenance information in a consistent, easy-to-understand format. With ProDemand, technicians work: • Faster: ProDemand helps technicians find information faster. They will find everything they need in just one lookup, saving time and getting cars out of the bays faster. • Easier: Using ProDemand, technicians can navigate easily from repair procedures to TSBs to specifications to wiring diagrams. ProDemand brings all the information to the technician so they can focus their attention on a vehicle. • Smarter: With ProDemand, technicians don’t have to know if a vehicle manufacturer called a component an oxygen sensor, O2 sensor, or anything else. ProDemand has intelligently crossed-referenced thousands of component names so technicians can work smarter. n
As recognized by multiple federal agencies such as the EPA, people can
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May 2012
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Support is critical in passing salvage vehicle legislation for recyclers
by Daniel Buxbaum Recyclers Association (NMCARA), said Recyclers nationwide are working such inaccuracies pose a threat for not just feverishly to pass legislation like Utah’s body shops and recyclers, but also recently adopted SB 260, which provides consumers. important safeguards and restricts access to “We’re qualified as an industry to process salvage vehicles. those cars, and unlicensed people are not,” According to Chris Mantas, newly Blalock said. “The consumer might end up elected president of the Utah Automotive with a poorly repaired car.” Recyclers Association (UARA), unregulated buyers are a big problem, and not just for recyclers. “It’s not only affecting us as recyclers, but it’s also affecting body shops,” Mantas said. “When an insurance company salvages a vehicle, they can take it right to a salvage sale. They know that their profit earnings are more at the sale than when a car is repaired.” Salvage stock across the nation has been dwindling, and the price for Ben Silver, co-owner of Central Foreign Auto such commodities has been inflated, Parts in Denver, stands next to a 2004 Nissan Titan that was totaled by an insurance company, he said. but never received a salvage branding. Ben Silver, co-owner of Central Foreign Auto Parts in Denver, said, “It’s obvious that the only reason the Mantas also said environmental insurance companies are doing it is because accountability and heavy regulation they make more money. If you just look at it determines how recyclers must handle logically, it’s a no-brainer.” hazardous items, such as mercury switches Historically, Mantas said, salvage and engine fluids, as opposed to unlicensed vehicles brought 10 to 20 percent of a buyers. vehicle’s original retail value at an auction. The introduction of SB 260 in Utah is not “Now, a vehicle with a clean title is the state’s first effort to restrict access to bringing more like 50 to 65 percent,” salvage vehicles. Mantas said. “There’s no way, as a recycler, According to Blalock, a former salvage that you can even touch that vehicle.” yard owner in Albuquerque, a strong With many salvage vehicles becoming restriction on who could buy salvage in too expensive for recyclers and beyond the Utah was adopted four years ago. A salvage reach of body shops, they are instead ending buyer’s license, which also provided a up in the wrong hands, Silver said. source of revenue, was required by the state. Total-loss vehicles Auction houses, with clean titles, he however, lobbied a “We’re qualified as an judicial committee to said, are sought after by criminals at auction industry to process those eliminate the because the VINs and restriction, she said. cars, and unlicensed title certificates can be Recently, however, people are not.” easily transposed to a the committee admitted stolen or salvagethat its decision, branded vehicle. instead of helping the “A vehicle that has clean paperwork is, state of Utah, had done exactly the opposite, basically, re-sellable,” Silver said. “You Blalock said. could sell it after the vehicle is repaired, “It meant a big change in the state’s without the buyer knowing it was in an income for motor vehicles,” she said. “It accident.” lost all the income from the purchase of Silver also said that vehicle record-check salvage buyers’ licenses and experienced a services, such as Carfax, can be unreliable. reduced tax flow because unlicensed buyers “You could run Carfax on all the vehicles I may not be paying sales tax on their have in our facility that are wrecked, and I’d profits.” be willing to bet that a large number of “When licensed recyclers buy a vehicle, them wouldn’t have any record of being in we claim all of that federal tax for every an accident,” he said. part that we sell off the vehicle,” Mantas Sandy Blalock, who is managing director said. “And the same goes with body shops. of UARA, as well as managing director of Once we sell them a part, they’re putting New Mexico Certified Automotive Continued on page 22
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Support is critical in passing salvage vehicle legislation
Continued from page 21
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that vehicle back together and they’re also paying a fed tax.” Among the provisions of SB 260 are the following: • Auctions are required to verify that state purchasers have a valid business and salestax license. • Businesses not directly licensed as dealers, dismantlers, or crushers can purchase only five vehicles per year. Only two of the five can be resold per year. • A new “non-repairable” classification for Utah vehicles has been established. • There are now specific disclosure requirements for salvage vehicles, as well as time constraints for title application and auction sales. Blalock and Mantas said the Automotive Recyclers Association (ARA), through its government affairs division, provided substantial support for passage of SB 260. LKQ also helped to fund lobbying efforts on behalf of the state, they said. In Colorado, however, Silver said proposed legislation has been much more simplistic. The goal of a Colorado bill that recently failed was simply to change the definition of a year range, Silver said. Vehicles that are
model year 2005 and older are subject solely to branding as a salvage vehicle. Model year 2006 and newer vehicles, however, can be left on a good title. “It’s a terminology that created a loophole allowing insurance companies to just leave these cars on good titles,” Silver said. The next time around, Silver is calling for greater efforts on the part of the local recycling community. “When the bill is brought up next year, the
Sandy Blalock, managing director of the UARA, as well as managing director of the New Mexico Certified Automotive Recyclers Association, garnered support from the ARA, LKQ, and the local recycling community in the push to pass Utah’s SB 260.
recyclers can definitely support us,” he said. “It’s as simple as making a phone call, or writing a letter, and just keeping in the loop. I think support like that is just as important as any financial support.” Blalock agreed, saying that more widely shared understanding of and support for the issue should be the top priority. “Most important for auto recyclers is that you all have to be on the same page,” Blalock said. “I was really happy that we were successful on this first go-around in Utah. It sends a big message out to other recyclers around the country that everything is possible if you just get together and work.” n
Federated Auto Parts adds new features to redesigned website
Staunton, Va.—Federated Auto Parts has redesigned its website (www.FederatedAutoParts.com) to offer more information for its members and their service technician customers. The updated site offers new training and tech tips, plus enhanced information about Federated marketing and support programs for professional service technicians. “We have redesigned our website to make it more user friendly and provide more pertinent information that our members and professional technician customers can use on a daily basis,” said John Marcum, marketing services manager for Federated Auto Parts. “We have made the site more interactive and a hub of information to help our service provider customers run their businesses and perform their jobs more efficiently and productively.” The new and improved “Tech Tips and Media” pages features links to the “Two Guys Garage” videos, featuring products from Federated’s manufacturing partners. Also available for viewing are Federated’s latest television commercials starring longtime Federated spokesperson Kenny Schrader. The updated “Education and Training” page offers links to videos and training information from some of Federated’s leading partners such as Standard, Delphi, ACDelco, KYB, and NGK. The redesigned site also provides easier access for consumers and service technicians to information about Federated’s Car Care, Nationwide Warranty and Roadside Assistance programs. “The Federated Auto Parts website is a useful resource for visitors including members and professional service technicians who rely on Federated for top quality brand name parts,” said Marcum. “Our plan is to add even more information and videos in the future, and provide timely information about the great promotions we are running for our Car Care customers.” n
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Collision Repair
Auto Collision Experts implements advanced lean strategies in Ft. Collins
is no secret sauce here, just meetings with shops all over the nation one of his lead techs to visit a shop in good people,” Price said. and Canada, and have learned a great deal New York before introducing team The shop’s goal and message about running a tight ship,” Price said. concepts and after seeing the success they is “customer for life,” he said, One of the most successful practices were having, he came back a strong and it lets its customers know the shop has implemented is team advocate. He said he also took a very they are valued. Customers concept with the techs. Price said he took Continued on page 24 receive several follow-ups, even as much as 18 months after repairs are completed, Price said. The shop is equipped with two Eagle paint booths and a Garmat paint booth; two Co-owners Steve Price (l.) and Keith Hess have Are you faced with Kansas Jack frame racks; two substantially increased sales using lean practices at Shark measuring systems; two New Regulations, Higher Fines, More Inspections? Auto Collision Experts. Pro-Spot welders; and a by Laura Angell recently purchased Matrix Wand, the new Ft. Collins, Colo.—PPG Regional hand-held portable 3D measuring system • Enviro Management Solutions “Safety & Environmental Business Development Manager Richard which will allow measurements while offers programs that keep your Compliance has never been Turner said Auto Collision Experts’ blueprinting. “It is an amazing new tool. business in compliance with more important for (ACE) lean procedures and processes are It is like a tram gauge on steroids,” Price OSHA 29 CFR 1910. Automotive Service and outstanding. said. The shop is progressive in the paint • State, local, insurance and other Collision Centers. ” When Owners Steve Price and Keith area as well, using the PPG Envirobase regulations can all be addressed Hess purchased the business in 2005, the waterborne system, he said. Call or e-mail today for a FREE, with a comprehensive service 20,000-square-foot shop was not Price’s goals extend past equipment to no-obligation program proposal and program from EMS. producing anywhere his participation as a price quote from EMS, your Safety near capacity, Price founding member of & Compliance partner. • EMS programs don’t require a “One of the most said. In less than a the Repair Plan signed contract. It’s our year, sales tripled, he Network (RPN). “I guarantee that you’ll be 100% successful practices said. The shop, which have adopted many enviro95@msn.com satisfied with our performance. the shop has is part of lean business practices Brian Pain • Let EMS make the complicated implemented is team and standards of VanworksAutoplex, responsibility of Safety averages six times concept with the techs.” procedures (SOP’s) Compliance easy for you. more in business than learned from my Experience a workplace with from seven years ago involvement in the fewer injuries, less lost time, because of teamwork and lean practices, organization. Hecker Heckendorf, RPN lower insurance premiums Price said. president, and Brad Fukui, business and reduced exposure to They are incredibly fortunate to be development manager, have been costly fines. working with the best people in the instrumental in my continuing education industry, Hess said. “Using state-of-theas a business owner. We also have RPN art equipment coupled with our amazing team, we are able to produce quality workmanship with turnaround times that are leading the industry,” Hess said. Price said he was a custom painter at VanworksAutoplex when the shop’s business was mainly van conversions. When the market for van conversions dropped, he said, he worked in the office of a local collision shop and learned Call the Stevinson Lexus o Frederick Parts Department to receive an Stevinson Lexus of estimating and management. When Hess off your fir additional 5% off your first order. As your source for wholesale parts called him to see about partnering with and services we offer fast delivery times and a friendly staff, plus you services we offer t the purchase of the collision shop at Vanworks, he welcomed the opportunity, can always trust us to get you the right part the first time. Because at always y Price said. Stevinson Lexus of Frederick, we believe in the old fashion values of Stevinson Lexus Frede er To build the business, Price said he upfront servic ce upfront and honest service before a sale, and genuine care long after. immediately obtained a DRP relationship with a large insurer, and focused on Not to be combined with any other coupons,, valid at Stevinson Lexus of Frederick for first time customers only. v building additional insurer relationships. He also set about finding the best technicians, because he said his teammates are the key to success. “There
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Page 23
Auto Collision Experts implements advanced lean strategies in Ft. Collins
concept has been more successful than he imagined. “We all know each other’s skeptical tech to visit a shop in Arizona strengths and who should be working on that was already practicing team concepts a specific area of the car. If a car is in a successfully. After the tech spoke with rush you may see three of us working on the techs there, he also became a strong it. If the paint shop is behind, you may supporter of the change, Price said. see body techs helping prep,” he said. Toby Aman, one of the four lead “Each of us benefits from not having to technicians in the shop, said that the team wait on someone else. My own plastic filler work is much better now that I have been the one to prep it for paint, and that is just one example of the benefits.” Cycle time has also improved, said Bryan Norris, a lead painter. “We work well together, everyone here cares, and if a painter needs to go do a tear-down, he does, just as body techs will help us. We try to be as Painter Bryan Norris sprays PPG Envirobase at Auto cross-trained as we can,” Collision Experts. he said.
Continued from page 23
Several processes in the handling of parts also help cycle time, Price said. SOPs are hung everywhere in the shop so that all techs disassemble and reassemble the same way, and parts carts are all identically labeled and organized and never leave the area of the shop designated for tear-down (blueprinting) and reassembly, he said. A Preston Hess (l.), office manager, and Toby Aman, parts person handles all body technician, are now team concept advocates at incoming parts and matches Auto Collision Experts. them to the one on the cart. “Techs don’t spend time on the handling oversees the office end of the business. of parts, unless that area gets behind, and He advanced from detailer to parts then someone will pitch in to help,” he handler, and now handles their largest said. insurer as well as supervising others in The shop runs two shifts from 8 a.m. the office, Preston Hess said. and to 9 p.m., Price said. Another factor “Implementing the team concept was affecting cycle time is having the location rough at first, but it has greatly improved in the Autoplex. “There are mechanical, sales and cycle time,” Preston Hess said. upholstery, and accessories on-site, which ACE is hoping to open a south location is a tremendous time saver,” he said. to better serve their customers in the near Preston Hess, son of Keith Hess, future, Price said. n
Collision Repair Training Notes
I-CAR Training Schedule
For more information on registration and class times, call 800-422-7872 or visit www.i-car.com.
Phil Long Collision Repair CenterColorado Springs, Colo.
• May 5-Electrical Circuits and DVOM Usage • May 8-Steel Unibody Front and Rear Rails, Floors, and Front Structure • May 14-Electric and Electric Hybrid Vehicles
• May 15-Hybrid Electric and Alternative Fuel Vehicles • May 22-Automotive Foams • May 30-Overview of Cycle Time Improvements for the Collision Repair • June 5-Advanced Material Damage Analysis • June 19-Aluminum Panels and Structures Damage Analysis
Gerber Collision & GlassEnglewood, Colo.
Warren Technical CenterLakewood, Colo.
• May 8-Steel Unitized Structures Technologies and Repair
• May 8-Bolted-On Part Replacement • May 10-Corrosion Protection • May 15-Rack and Pinion and Parallelogram Steering Systems • May 16-Electronically Controlled Steering and Suspension Systems • May 17-Hail, Theft, Vandalism Damage Analysis • May 22-Collision Repair for Toyota, Lexus, and Scion Vehicles
• May 23-Collision Repair for Honda and Acura Vehicles • May 29-Collision Repair for Ford and Lincoln Vehicles • May 31-Collision Repair for Honda and Acura Vehicles • June 2-Collision Repair for Toyota, Lexus, and Scion Vehicles
Lincoln College of TechnologyDenver
• May 9-Hail, Theft, Vandalism Damage Analysis • May 10-Exterior Panels Damage Analysis • May 16-Restraint Systems Damage Analysis • May 17-Steel Structures Damage Analysis • May 23-Plastic and Composite Repair • May 24-Hazardous Materials, Personal Safety, and Refinish Safety • May 30-Steel Unitized Structures Technologies and Repair • May 31-Refinishing Equipment and VOC Regulations • June 7-Surface Preparation and Masking • June 13-Detailing • June 14-Advanced Material Damage Analysis • June 20-Trim and Hardware • June 27-Structural Straightening Steel • June 28-Adhesive Bonding
Continued on page 25
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May 2012
Parts & People
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I’m A Convert
To PPG Waterborne
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Parts & People
May 2012
Page C-1
Automakers increasingly turn to I-CAR for training, certification programs
by John Yoswick As automakers open up their collision shop certification programs to independent shops and dealers, they are increasingly making I-CAR training part of the program requirements. In late March, for example, Chrysler launched its Chrysler Recognized Certified Collision Repair Facility program. Certification requires meeting more than 40 standards including using squeeze-type resistance spot welding equipment and maintaining I-CAR Gold Class status. For more information about the Chrysler shop certification program, visit www.certifymyshop.com/chrysler. Since 2010, Chrysler has incorporated 14 I-CAR classes into its training requirements for all Chrysler, Dodge, and Jeep collision repair and refinishing technicians. A list of those courses is available under the OEM Training section of the I-CAR website (www.i-car.com), which also describes I-CAR’s training relationships with more than a dozen other automakers. Also in March, Infiniti announced that it was launching the Infiniti Certified Collision Repair Network in conjunction with DuPont and I-CAR. The requirements, including I-CAR Gold Class Professionals status, closely match those of the Nissan shop certification program launched last fall. Gold Class shops receive a $1,000 discount on the $5,950 initial enrollment fee for the Infiniti shop certification program. For more information on the Infiniti or Nissan shop certification programs, visit www.performancegateway.com/Nissan or www.performancegateway.com/Infiniti. Information on how to become an I-CAR Gold Class Professionals business is available on the I-CAR website. Though the Volkswagen collision repair shop certification program doesn’t require Gold Class status, it does require body technicians to have completed 11 specific I-CAR courses and either the steel MIG welding or structural steel parts welding qualification test. additional specified classes, spelled out on the Volvo section of the OEM Training tab on the I-CAR website. The Porsche Approved Collision Center Program requires shops to have at least one I-CAR Platinum Individual Estimator and Refinish Technician, and two I-CAR Platinum Individual Steel Structural Technicians. The requirements for obtaining Platinum Individual status are listed on the Training Recognition section of the I-CAR website. General Motors (GM) was one of the first automakers to form a training relationship with I-CAR in 2004. GM requires its collision technicians to complete seven specific I-CAR courses, and structural technicians to complete the steel welding qualification test. I-CAR also worked with GM to develop specific training for the 2006 Chevrolet Corvette Z06, available exclusively through I-CAR. I-CAR’s aluminum welding qualification test is also required for Z06 certification by GM. Though Ford Motor Co.’s shop certification program is open only to Ford dealers, the automaker has made specific I-CAR training and welding qualification testing an option for its collision repair and refinishing technicians interested in meeting program’s training requirements. Toyota and Lexus also list 14 I-CAR courses and the steel MIG welding qualification test as part of their technician certification program. I-CAR’s ability to offer shorter, more targeted training through its online offerings has made it an ideal way to convey automaker- or vehicle-specific training on a 24/7 basis. The growing list of I-CAR online classes includes Mazda 626 Roof Panel Replacement, Ford Mustang Lower Rail Replacement, and Dodge Durango Rear Frame Tip Replacement. For the complete list of online courses, visit the I-CAR website. n
I-CAR’s ability to offer shorter, more targeted training through its online offerings has made it an ideal way to convey automaker- or vehiclespecific training on a 24/7 basis.
Audi requires two technicians from shops participating in the Audi Collision Repair Network to complete a dozen specific I-CAR courses and either the steel MIG welding or structural steel parts welding qualification test, as well. Audi also offers its two-week Audi A8 training at I-CAR’s Tech Centre in Appleton, Wis. Previously, technicians had to travel to Germany for hands-on A8 welding and structural training. For more information about this training, e-mail Audi’s Mark Allen at mark.allen@audi.com. As part of the Volvo Body and Paint Certification Program, Volvo requires all technicians at participating shops to complete four specific I-CAR courses. A percentage (or minimum number) of technicians at a shop must then complete
1-800 Radiator & A/C joins Sherwin-Williams A-Plus Network
Warrensville Heights, Ohio—SherwinWilliams Automotive Finishes A-Plus Network announces a new affiliation with 1-800 Radiator & A/C, headquartered in Benicia, Calif. As a member of the network, A-Plus members will now be eligible to receive A-Plus Reward points when they purchase direct from 1-800 Radiator & A/C. For more than 25 years, 1-800-Radiator & A/C has been supplying collision repair shops with a variety of Tier 1 OE and OE quality parts including radiators, condensers, cooling fans, complete A/C kits, and automotive lighting in select markets. 1-800 Radiator & A/C is a committed partner to the collision repair industry and a dedicated corporate sponsor of the SCRS, NABC, and many other state and local industry associations. “We are pleased to team with 1-800Radiator & A/C in continuing to provide our A-Plus Network members more valueadded products and services to their respective collision repair facilities,” said Troy Neuerburg, manager of Marketing Business Services at Sherwin-Williams Automotive Finishes. “Like the many partnerships we’ve established with other collision repair industry suppliers, we are always looking for ways to add beneficial services to the A-Plus membership.” The A-Plus Network is made up of an exclusive group of collision repair specialists who reflect the industry’s highest standards. Members have benefited from the program’s many businessbuilding opportunities including: business management training through A-Plus University workshops; building insurance relationships through continuing education training to insurance agents; loyalty rewards points; marketing programs, and Vision Group participation. For more information about the Sherwin-Williams Automotive Finishes APlus Network, visit www.a-plusnetwork.com. n
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May 2012
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May 2012
Parts & People
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SCRS introduces GreenSweep energy and pollution performance program
Prosser, Wash.—Effectively practicing pollution prevention and energy reduction has become increasingly important for collision repairers. To make it easier for body shops to manage and improve their environmental performance, the Society of Collision Repair Specialists (SCRS) has teamed with GRC-Pirk Management Co., an EPA-recognized, registered professional engineering firm, to provide GreenSweep, an energy and pollution performance program tailored to the needs of the SCRS membership. GreenSweep is designed specifically for the collision repair industry, an important and rare distinction for environmental training and consultation. “The collision repair industry faces unique challenges in reducing its carbon footprint,” GRC-Pirk President Steven business emissions. It also helps the shop Schillinger said. “Not only do they have develop and implement a plan for to manage energy output, they have to remaining compliant with the EPA and deal with chemical emissions from their U.S. Department of Energy’s Energy Star refinishing departments. The SCRSenergy management guidelines. “The sponsored program handles both goal is not to establish a one-shot requirements, sustainability,” making it of Schillinger said, “but special interest to to display consistent “The collision repair body shops.” performance industry faces unique GreenSweep improvement over challenges in reducing its time.” offers repairers a complementary set In addition, carbon footprint.” of environmental GreenSweep offers products and enrollment in the services. It assists shops in measuring, SCRS-recognized Green Sustainability tracking, and recording the environmental School, a free, ongoing monthly training performance of their facility, including service for collision repair managers and the measurement of baseline and ongoing employees with curriculum designed to keep body shop professionals up to date on green practices and technology. Once a shop is certified (a service managed and provided by EPA• June 12-Inspecting Repairs for recognized third-party GRC-Pirk), it is Quality Control then listed on www.findgreengarage.com, a validation that the business is officially recognized as “green” by federal, state, and local authorities. This authentication, and the documentation related to it, serve as effective market differentiators. Consumers are coming to understand the advantages of doing business with green companies and are actively seeking them out using the Internet and other information channels. The opportunity to create an effective, localized marketing campaign around environmental practices — the SCRSrecognized GreenSweep program also includes marketing collateral — is only one of the advantages for repairers enrolling in the program, which more than pays back its service fee. Improved energy efficiencies reduce utility expense and operating costs. Green operators benefit from tax credits and deductions as well as city rebates and subsidies. Some shop-liability insurance providers even offer discounts to environmentally responsible policyholders. n
Continued from page 24 Addison Auto Repair & Body ShopDenver
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May 2012
Page 25
NSF International certifies first steel fender under its new program
Ann Arbor, Mich.—NSF International has certified its first steel fender under the NSF Automotive Collision Replacement Parts Certification Program. The NSF program certifies that auto collision parts, such as Tong Yang Industry Co.’s steel fenders, meet rigid quality, safety, and performance standards through rigorous facility audits and parts testing. NSF International engineers independently evaluate collision replacement parts against OE service parts to ensure the highest level of performance in terms of form, fit, and function. In addition to steel fenders, the NSF Automotive Collision Replacement Parts Certification Program also tests and certifies other sheet metal components, steel bumpers, step bumpers, brackets, reinforcement bars (rebars), plastic components, lighting, and absorbers.
Certification requirements
certification for its front and rear rebars, front and rear bumper absorbers, front bumper and brackets. Tong Yang’s new fender certification is another example of their commitment to supplying the highest quality collision replacement parts to the aftermarket,” said Bob Frayer, director of NSF International’s Automotive Collision Certification Programs and Engineering Laboratories.
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Serving collision repair shops & fleet repair shops since 2001.
To earn certification, Tong Yang Industry Co.’s steel fenders were independently reviewed and tested against OE service parts. NSF International audited Tong Yang’s OE-ready manufacturing facilities and quality systems to ensure that they meet or exceed each of NSF’s stringent requirements. “Tong Yang has already earned NSF
Tong Yang’s NSF-certified steel fenders, rebars, bumper absorbers, and brackets are authorized to display the NSF Mark, which indicates they’ve met NSF International’s certification requirements. The parts also are listed on NSF’s certification listings webpage. To maintain certification, Tong Yang Industry Co. will undergo quarterly facility audits and random, in-market parts testing, validating quality and integrity.
NSF also offers Automotive Collision Parts Distributor Certification, which requires distributors to have quality management systems in place that address traceability, service, and quality issues including: • An effective records system and inventory tracking system to track orders and parts through the supply chain. • An ISO 9001-certified quality management system. • A defective-parts procedure including a customer parts complaint process. • The ability to administer a manufacturer’s recall and, when necessary, a formal corrective action to complaints, and an immediate recall plan. Manufacturers or distributors of automotive collision parts seeking information on NSF International’s Automotive Collision Certification Programs can visit www.nsf.org. n
Assured Performance Network adds Nissan, Chrysler to rebate program
Irvine, Calif.—Assured Performance Network has announced that Nissan and Chrysler have been added to the 100 percent Write Rebate Rewards Program. Now, members can earn 100 percent Write Rebates from three auto manufacturers: General Motors, Nissan, and Chrysler. The 100 percent Write Rebate Rewards Program provides a rebate to body shops when they repair a vehicle using 100 percent OEM collision repair parts as defined by the program. The program is designed to provide an incentive for the shop to provide the highest level of fit, finish, durability, safety, and sustained vehicle value for the vehicle owner by using new OEM parts. The program also includes an exclusive “Certificate of Authenticity” for consumers verifying that 100 percent OEM parts were used to repair their vehicle. As an option, if the vehicle damage is already reported to Carfax, participating shops can report the repair information, which will help restore the value of the vehicle. General Motors and Assured Performance Co-Op Network launched the 100 percent Write program in 2009. Since then, thousands of repair facilities have participated in the co-op program, earning millions of dollars in rebates. The entire program is administered through Assured Performance Co-Op, allowing shops to gain a direct reward without changing dealers, altering their normal parts procurement process, or changing their local discounts. Scott Biggs, of Assured Performance Network, said, “All elements of the 100 percent Write program intend to provide an incentive, and reward shops for using collision repair parts that ensure the fit, finish, safety, while maintaining the vehicle’s value.” n
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May 2012
Parts & People
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Industry professionals offer advice for shops before they sign DRP contracts
new or revised DRP agreement? And what are their options if they don’t like some of the terms being offered?
The need to read
Andrew Rodenhouse, an attorney whose family operates a collision repair business, says he encourages shops to have all DRP agreements reviewed by a local attorney.
Stacy Bartnik, director of field services for the Carstar franchise network, said she is concerned that many shop owners sign the agreements without fully reading them – and having their managers and
estimating staff read them as well. “They need to be equally informed,” she said. Bartnik recommends that shops pay particular attention to training or vendor requirements in the contracts that could result in mandated expenses or use of particular suppliers for some products or services. George Avery, a claims consultant with State Farm, acknowledged that DRP agreements can be confusing. That’s why he encourages shops to discuss any
questions they have about the agreement with local claims personnel, and if their questions aren’t answered to their satisfaction, he encourages shops to bring those questions to the regional level or higher within the company. “You’re not going over anyone’s head,” Avery said. “Go up the ladder to get the answers. I really encourage that.” He also said an insurer might be able to provide more detail about its policies and procedures that aren’t fully spelled out in
Continued on page 28
by John Yoswick Farmers Insurance raised some eyebrows last spring – and blood pressure — in the industry when it rolled out a revised agreement for shops participating in its direct repair program (DRP). In order to participate in the “Circle of Dependability” program, shops must sign a contract that says they will, among other things, perform criminal background checks of employees and not employ anyone who has been convicted of a felony; purchase and use CSI services and an electronic estimate auditing tool approved by Farmers; and charge Farmers based on the most favorable rates offered to any other insurer.
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“You just need to understand that based on your business model, some may work great for you and others may not fit in well.”
Farmers’ requirement that the shop must at any time allow the insurer to inspect and audit the company’s books and records, including balance sheets and income and cash flow statements, is “especially galling,” one multi-shop operator (MSO) said. In a press release last June, the Society of Collision Repair Specialists (SCRS) noted that one element of the Farmers agreement related to “disputed amounts” appears to give the insurer the right to dispute shop charges up to 30 days after being invoiced. If the insurer disputes a charge, that section of the agreement also prohibits the shop from terminating the agreement for breach of contract unless the disputed amount exceeds $25,000. So what should shops be looking for and thinking about when presented with a
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Parts & People
May 2012
Page 27
Industry professionals offer advice for shops before they sign DRP contracts
Continued from page 27
the agreement. As an example, Avery said, the contracts usually have terms related to repair quality, but they may not spell out what happens if a quality issue arises. That’s something shops may want to ask about. State Farm, for one, Avery said, has a written policy related to quality issues, though it’s not spelled out as part of the DRP agreement. Stacy Bartnik, director of field services for the Carstar Andrew Rodenhouse, an franchise network, says many shop owners sign DRP agreements without fully reading them. attorney whose family operates a collision repair business in Grand Rapids, Mich., said he Rodenhouse said. “When you don’t sign encourages shops to have all DRP them. If the contract is so horrible and no agreements reviewed by a local attorney. one will sign it, they still have to get their He cautioned that if anything an customers serviced, so they then have a insurance company representative tells real problem. So yeah, they do change you contradicts something in the them.” agreement, the written terms will be what Understanding the changes gets upheld in any dispute. Bartnik and Avery agree that insurers Avery, Bartnik, and Rodenhouse agreed have made repairer-suggested changes to that it can be frustrating to be asked to their DRP agreements – not for individual sign a revised agreement without being shops but for all on the program. Bartnik told what has changed. Avery compared said Carstar has been able to work with that to when Apple’s iTunes users are insurers on some contract terms before periodically asked to re-agree to its terms offering that DRP to its franchises, and of use. Avery said changes to State Farm’s “I feel like they’re saying, ‘There’s a agreement have resulted both from the change in there somewhere. You find it,’” insurer’s repairer advisory council and Avery said. from feedback he’s received at industry In such cases, Rodenhouse said, the gatherings. terms regarding pricing are often a good “You know when an insurer’s first place to look for changes. But he agreement gets changed the quickest?” cautioned that the change could be
seemingly more mundane, such as shop financial data available for review the jurisdiction in which any by the insurer. He said in many conflicts arising under the contract professions, that is a common contract will be handled. But, he said, such a provision to protect those you are doing change can be potentially huge if it business with. means a shop elsewhere in the “I don’t think that’s unreasonable at country would be required to go to all,” he said. “It may be going a little too court in California (and find a far if they want you to provide bank California attorney) if a dispute account statements. But maybe a credit arises. report is sufficient.” “That’s why it’s important to get The bottom line on DRP contracts, someone who understands the Bartnik said, is that shops need to look at ‘legalese,’ the boilerplate section, to each one they are considering rather than explain to you what it means,” seeing them all as good or bad for their Rodenhouse said. “The State Farm business. indemnification clause, for example, “You just need to understand that based is completely different from any other on your business model, some may work indemnification clauses I’ve seen out great for you and others may not fit in there. So these contracts are all well,” she said. “That’s why it’s really individual and unique.” important to read them. You really have Rodenhouse was asked what a shop can to look at them individually.” n do if an insurer changes the key performance indicators (KPIs) it is looking for after the shop is already on that insurer’s DRP. If the changes aren’t acceptable, he said, the shop’s only option may be to drop the program. “If you don’t like what they are asking you to do, don’t do it,” he said. “It’s that simple.” Rodenhouse disagrees with those who complain about insurers’ requiring shops to conduct George Avery of State Farm encourages shops to move up employee background the chain of command at an insurer if local claims checks and to make some personnel can’t answer questions about a DRP agreement.
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May 2012
Parts & People
Call any of these dealerships for genuine Subaru parts. COLORADO
Aurora, CO Shortline Subaru 303-364-3368 800-332-1161 Boulder, CO Flatirons Subaru 303-443-2919 800-834-6621 www.flatironsimports.com Centennial, CO GO Subaru Arapahoe 720-895-0814 866-463-4619 www.gocarsandtrucks.com Colorado Springs, CO Heuberger Motors 719-475-1956 800-675-2227 www.heubergermotors.com Englewood, CO Groove Subaru 303-761-4322 800-332-8473 (CO) 800-525-8402 (Natl) Ft. Collins, CO Dellenbach Subaru 970-226-3100 800-426-7314 Greeley, CO Ehrlich Subaru 970-353-7707 800-365-0073 Golden, CO GO Subaru West 866-463-4619 303-590-6633 www.gocarsandtrucks.com Loveland, CO Subaru of Loveland 970-622-1019 Longmont, CO Valley Subaru (Denver Metro) 303-447-9531 800-284-0051 Pueblo, CO Subaru of Pueblo 719-545-4145 www.subaruofpueblo.com Thornton, CO Mike Shaw Subaru 303-438-7525 800-640-5219 www.mikeshawauto.com
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Parts & People
May 2012
Page 29
Colorado’s CVJ remains a pillar of remanufacturing in the USA
Continued from page 1
Chinese-made axles, American pumps. Mercedes-Benz and Remanufacturers Inc. performance have been two strong (ARI) and Crown niches, and other niches will likely Remanufacturing were be the areas of future growth, he too large and oversaid. leveraged to adapt to the “A lot of what we have learned in market changes, he said. racing and off-road has carried over “When they went into our well-remanufactured axles down, they took some of and racks, making them much better our suppliers, forcing us than new Chinese and other rebuilt to purchase better,” parts,” Skirrow said. “For the Skirrow said, adding performance market we offer that they still source The crew from CVJ Axles stands in front of the company’s core ‘blueprinted’ axles and racks that most of their parts in the wall, where thousands of CV axles are waiting to be rebuilt. work better, last longer and with less U.S. “Many of our friction, or we can fully ‘race prep’ them performance segment, we have sharpened suppliers are large international or design and manufacture them from our engineering skills, quality, and companies, such as Freudenberg NOK for scratch.” reliability in all areas,” he said. rack seals. By using the best parts, and “Many weekend warriors are simply in Skirrow said he is grateful for his 11 strict procedures, the final product need of a better-performing and reliable employees in production, shipping, and performs as good as, and in many cases, axle with less friction offered by sales, many of whom have been working longer than OEM,” he said. ‘blueprinting,’” Skirrow said. “Racing for him more than 15 years and a couple When service writers compare different and performance will become a larger more than 20. “We all try to make it a options for axles, they typically look at part of our business,” he said, pointing good and fun place to work,” he said, new OEM, reman, new Chinese-made out that they’ve supplied performance adding that keeping the business a ones, or cheap rebuilt axles with new axles for more than 1,000 cars to Sports manageable size helped them survive the rubber boots. Car Club of America (SCCA) teams over difficult business climate of the previous “Our value proposition has to be more the last two decades. decade. than just being a local supplier,” Skirrow “As a result of our strength in the As the repair market shifted to new said. Even though CVJ’s reman axles are
higher in price than new aftermarket, they are only one-fourth of the price of new OEM and last just as long as OEM. On average, an OEM axle lasts up to 60,000 miles before it needs to be replaced, he said, leaving a high probability for replacement. If a customer chooses a new aftermarket axle, although it’s an inexpensive option, it may only last six to 12 months before needing to be replaced again. Most of CVJ’s axles carry a limited, lifetime warranty. A new challenge is that many of the axle cores that CVJ receives in exchange are now Chinese aftermarket, he said, and are not suitable for rebuilding. This has forced CVJ to source OEM cores from around the country and along the Front Range through individual suppliers, he said. For sales, competition remains tough, Skirrow said, but is different for each segment they serve. “Many repair shops that specialize in a specific brand of car can readily see the differences and CVJ's better value,” he said, and so offer CVJ reman or new OEM. In addition to remanufactured products, the company also carries new FAG wheel bearings and hub assemblies. n
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Shops that ‘Strive to Thrive’ embrace change, Jasper president says
by Matthew Sevart In a survey of dealership customers, Overland Park, Kan.—Facing Bawel said he discovered that the secondincreasingly stiff competition from car and biggest reason they choose dealerships is truck dealerships, independent shop because the people are pleasant. owners must embrace change and get “Folks, it doesn’t cost anything to be creative, Jasper Engines & Transmissions pleasant,” he said. “If you go around President Doug Bawel told attendees at the whining and complaining all the time, you closing ceremony of the Automotive will probably get what you think.” Service Association of Missouri/Kansas Shop owners, he said, need to have a (ASA-MO/KAN) Vision Hi-Tech Training positive attitude and set a good example & Expo on March 11. for employees, which will in turn create a “It is very important that we all more pleasant environment. understand who the “People watch more competitor is,” Bawel what we do than what said in his keynote we say — sorry, but speech, “Strive to it’s true,” he said. “If Thrive.” The you expect your competitor is “not the technicians to be clean neighbor sitting next and organized, you’d to you. The competitor better first take a look is the dealer. You’ve at your office. Is it got to figure out a way neat, clean, and to get their cars into organized? If not, get it your shop.” that way.” With new domestic Maintaining regular car and truck sales contact with customers down over the last few is imperative as well, years, Bawel said said Bawel, adding that dealerships are this can be done pursuing a more through a variety of Doug Bawel, president of Jasper prominent role in the avenues, ranging from Engines & Transmissions, presents a keynote address, “Strive to Thrive.” automotive service newsletters and direct industry. In short, mailers to key chains “they are after your business,” he said. and refrigerator magnets. “Independent repair owners need to take “Remember, people like to be asked a similarly active approach,” he said. and reminded about upcoming service,” “Unless you act, nothing will really he said. “And promotional items don’t change. The definition of insanity is to need to be elaborate, just attentioncontinue doing what you are doing and getters, things to get customers to think expect different results.” about you.” Bawel cited one shop owner Bawel offered various ideas for shop who has had great success sending out owners, such as keeping a clean facility, handwritten thank-you letters to his maintaining a professional appearance, and customers. leading by example. “People like to be thanked,” he said. “Like it or not, first impressions are “At one of our customers’ shops, if the lasting impressions, and we need to look job is over $1,000, he sends a thank-you professional,” said Bawel, adding that note to the customer with a $20 gift card, dealerships are typically very clean, most and if it’s an engine job, he gives a free have drive-in lanes or canopies so oil change, which brings the customer customers are not exposed to the rain or back in so he can check everything over.” snow, and many provide shuttle services or Bawel said shop owners must be loaner vehicles to customers. willing to accept the need to make “I urge you to take a good look at your changes. shop,” he said. “What changes can you “The biggest reason that things are so make to compete stronger with the tough today is that people don’t like dealership? What about getting your change,” he said. “If you don’t have the people in uniforms, and giving incentives ability in your shop to make a proper for training and quality of work? diagnosis because you have not been “Then take a good look at yourself,” he willing to change and grow, then I pity said. “What changes do you need to make, you, because business is out there. and how about your attitude? Are you a “If you’re not willing to change, you’re positive influence? If not, change. Our going to get left behind. Shops that are attitude is something we do have control thriving don’t just accept change, they over.” embrace it,” he said. n
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FRONT RANGE HONDA Colorado Springs, CO 719-785-5097 • 800-555-3330 fax: 719-573-5722 rwilliams@frontrangehonda.com FISHER HONDA Boulder, CO 303-415-1528 • 800-274-0985 x226 fax: 303-443-8826 wholesaleparts@ sherauto.com GO HONDA 104TH Westminster, CO 303-738-4330 • 866-463-4619 fax: 303-738-4320 gopartscenter@autonation.com MILE HIGH HONDA Denver, CO 303-369-7884 • 800-325-6308 fax: 303-369-1555 dane@autotree.net HONDA OF GREELEY Greeley, CO 970-506-2791 • 800-324-6407 fax: 970-506-2812 rgonzales@hondaofgreeley.com PLANET HONDA Golden, CO 303-215-4250 • 877-480-0534 fax: 303-279-1681 hlor@planethonda.com RALPH SCHOMP HONDA Littleton, CO 303-794-4787 • 800-432-4545 fax: 303-730-7814 hondaparts@schomp.com FRONTIER HONDA Longmont, CO 303-772-2900 • 888-479-3232 fax: 303-485-3764 www.frontierhonda.com
FREEDOM HONDA Colorado Springs, CO 719-258-2575 fax: 719-258-2585 tguardian@freedomhonda.net
Parts & People
May 2012
Page 31
Car Care events reveal increased need for maintenance
Bethesda, Md.—Results of vehicle inspections held at community car care events across the country during Car Care Months in April and October 2011 revealed that 84 percent of vehicles need service or parts, the highest percentage in five years, according to the Car Care Council (CCC). The unsatisfactory condition of vehicles reflects the current economic climate and reinforces the continued need for consumer education about the benefits of regular vehicle care, maintenance, and repair. “During an uncertain economy, some motorists think they will save money by putting off needed vehicle maintenance,” said Rich White, executive director, CCC. An analysis of vehicle inspection forms, submitted by volunteers who conducted a record number of car care events in 2011, found the top problem areas to be engine oil and fluids, air filters, battery cables, lights, belts and hoses. Nearly one out of 10 vehicles had the check-engine light on, and new air filters were needed in 19 percent of the vehicles. At least one belt was reported as unsatisfactory in 20 percent of the vehicles inspected, and 15 percent required at least one new hose. Battery cables, clamps, and terminals needed maintenance in 17 percent of the vehicles inspected, while 10 percent of the batteries were not properly held down. When checking lubricants and fluids, the three top failure rates were: low or dirty motor oil at 28 percent; low, leaky, or dirty coolant at 24 percent; and inadequate washer fluid levels at 23 percent. Power steering, transmission, and brake fluids were also checked and had failure rates of 18 percent and below. Approximately 14 percent of vehicles had front windshield wiper failures and 3 percent needed service to rear wipers. Up to 16 percent of vehicles needed lights replaced, including headlights, brake lights, and license plate lights. Improperly inflated tires were found on 8 percent of the cars and 11 percent had worn tread and were in need of replacement. For more information, visit www.carcare.org. n
Innova debuts Pro CarScan line of diagnostic tools
Irvine, Calif.—Innova Electronics Corp. that will be appreciated by the guys in the announced the debut of its new line of trenches,” he said. professional-grade automotive diagnostic Each tool features a processing chip that tools, marketed under the Innova Pro makes diagnosing vehicles faster; new, CarScan name. internal and external architecture to stand up The series of hand-held devices were to the rigors of daily shop use; and bigger designed by professional technicians and screens with easier to read information. will efficiently and effectively diagnose and repair “check engine” problems on 1981 to current vehicles. They will also troubleshoot anti-lock brake system (ABS) and supplemental restraint system (SRS) problems on newer model OBD II vehicles, said Brendan McShane, marketing manager for Equus Products, Inc. “Time is money,” he said. “That’s especially true when it comes to diagnosing today’s vehicles quickly, efficiently, and correctly the first time. In Innova Electronics Corp. has introduced its new line of professional-grade automotive response to skyrocketing demand, diagnostic tools, marketed under the Innova Innova’s team of Automotive Service Pro CarScan name. Excellence (ASE)-certified technicians has been meticulously designing, They also feature a newly designed button developing, and testing this new line of configuration and user interface. The new tools. The techs who have beta-tested the Innova Pro line adds live data graphing; SRS Innova Pro CarScan products tell us they are coverage for Asian and domestic vehicles; able to repair at least one more vehicle per expanded ABS coverage; and Honda OBD day thanks to these tools.” I, SRS, and ABS coverage. The tools also McShane adds that while the new Innova include coverage for model year 2010 and Pro tools retain the affordable price point, newer OBD II-compliant diesel and design, customer support, and recognizable medium-duty trucks. Additionally, they packaging that Innova customers have come include more memory to hold Innova’s to expect over the past decade, the Pro current and future database of codes in CarScan line is a radical departure from the English, French, and Spanish, as well as previous offering of Innova hand-held USB 2.0 functionality for faster downloads diagnostic products. of updates and upgrades. “Rather than adapting earlier models for The Innova Pro CarScan line offers five pro use, the Innova Pro CarScan line has different tools at various price points, with a been developed with features and functions variety of features and functions. n
NTEA’s Green Truck Association announces technology councils
Farmington Hills, Mich.—The Green Truck Association (GTA) announced the formation of three technology councils to better represent specific segments within the green truck industry. Technology Councils operate under the GTA umbrella. GTA is an affiliate division of the NTEA – the association for the work truck industry. GTA Technology Councils and their purposes are: • Sustainable Integration Technology Council – advances the integration of, and resolves the technical communications for, upfitters of green technologies within the work truck industry. • Lightweight Materials Technology Council – brings together work truck professionals, technical experts, and government representatives as a means to compile information about the development and usage of lightweight materials in the
Page 32 May 2012 Parts & People
manufacture, specification, and operation of truck equipment and related accessories for fuel efficiency; vehicle “right sizing”; carbon reduction; operational longevity; recycling; general mass-compounding; and increased payload. • Vehicle Electrification Technology Council (VETC) – explores potential efficiency and performance benefits of vehicle electrification, and provides a mechanism for identifying and promoting useful electrification technologies within the work truck market. To help facilitate increased adoption of work truck electrification technologies, the VETC facilitates education, works to remove road blocks, and resolves identified issues. To learn more about GTA Technology Council initiatives as well as opportunities for involvement, e-mail gtainfo@ntea.com. n
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Parts & People
May 2012
Page 33
PUEBLO OEM PARTS DELIVERY CO-OP
Get the genuine mechanical and collision parts your shop needs from your preferred Colorado Springs wholesaling dealership. COLORADO
Colorado Springs
AAIA Aftermarket eForum announces keynote speakers
Bethesda, Md.—The Automotive Aftermarket Industry Association (AAIA) has announced a line-up of speakers to keynote the Aftermarket eForum near Chicago, July 17-18. Gary Shapiro, CEO and president, Consumer Electronics Association (CEA), will kick off the event with his thoughts about the convergence of technology and the automotive industry. Shapiro, author of the New York Times best-seller “The Comeback: How innovation will restore the American dream,” will discuss how consumer electronics and the connected car will impact the future of the automotive industry. In addition, the eForum agenda will include presentations from respected leaders in IT, logistics, e-commerce and government. Those scheduled to appear include: • Joseph LaFier, senior vice president and CIO, Polk, who recently completed a total transformation of their information technology infrastructure. LaFier will explain how they crossed the IT modernization chasm that confronts every automotive company. • Ray Reulbach, vice president, customer solutions, UPS, where he directs solution development and delivery activities for clients in the high-tech and industrial/automotive manufacturing sectors, as well as UPS global accounts. • Michael Chagrin, U.S. Department of Transportation and Intelligent Transportation Society of America, who will explain the national programs and policies that will have a lasting impact on the automotive industry and the aftermarket. “We are extremely proud and excited about the speakers we have confirmed for the Aftermarket eForum,” said Scott Luckett, vice president, technology standards, AAIA. “The keynote presentations are designed to appeal to a wide audience of business and IT decisionmakers. But, even more important, they are each qualified to present new ideas from outside our immediate industry – ideas that will be explored in greater detail during the breakout tracks and other segments of the agenda.” The Aftermarket eForum is the only industry event that focuses exclusively on identifying the e-commerce and IT solutions and practices that will increase sales, add to the bottom line and separate winning aftermarket businesses from the competition. The 12th eForum will return to the Hyatt Regency O’Hare in Rosemont, Ill., July 1718. The program is designed to appeal to aftermarket manufacturers, suppliers, retailers, distributors, service operators, and related service and solution providers. Technology service and solution providers interested in exhibiting at eForum should direct inquiries to eForum@aftermarket.org. n
Pueblo
PUEBLO OEM es eri liv PARTS de he DELIVERY o daiflryom t gs! rin CO-OP Tw Sp
Latest AASA special report addresses aftermarket replacement parts quality
Two daily deliveries from Colorado Springs to Pueblo 9am & 1pm! Phil Long Ford of Motor City 888-275-5035 719-575-7811 fax 719-575-7809
Research Triangle Park, N.C.—In the latest of its “Special Report” series addressing aftermarket replacement parts quality, the Automotive Aftermarket Suppliers Association (AASA) examines the many processes and services which accompany quality products in, “What Else is in the Box? Beyond Aftermarket Replacement Parts.” “There are many resources, including other AASA “Special Reports,” that address the basic question of, ‘What’s in the box,’” said Steve Handschuh, president and COO of AASA. “In our report, we address the broader question, ‘What else is in the box?’ – those vital intangibles that go into producing and standing behind high-quality replacement parts.” “When it comes to choosing the right part for the job, simply looking at a part or even comparing it to the component being replaced is not enough,” said Jack Cameron, AASA vice president and author of the report. “Parts that appear the same on the outside do not always perform as well as what was installed when the car was built.” “What Else is in the Box?” examines the important processes and services which accompany quality products, Cameron said. Divided into three broad categories, they are incorporated prior to, during, and even after the quality product is manufactured. “When it comes to full-service manufacturers’ products, there is far more in the box than the part. That is the basis of the Know Your Parts slogan, ‘It’s What’s Inside That Counts,’” Cameron said. “Just as the knowledge, experience, training, and reputation of the professional technician who installs a part makes all the difference, so too, are the parts themselves.” The AASA Special Report is available through the AASA website. AASA has many other resources and publications detailing the contributions of full-service aftermarket suppliers, including its “Supplier Evaluation Standards.” For more information about the AASA Know Your Parts campaign, visit www.KnowYourParts.com. n
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South Colorado Springs Nissan 877-781-8429 719-550-3041
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Liberty Toyota Superstore 800-289-0401 719-590-1100
Al Serra Chevrolet North 719-867-2941 fax 719-867-2937
Al Serra Volkswagen 719-258-1050 fax 719-258-1094
Heuberger Subaru 800-675-2227 719-475-1956
Mercedes-Benz of Colorado Springs 877-214-0714 719-575-7966 fax 719-575-7916
Parts & People
Signature Kia 888-891-8686 719-575-7360 Fax: 719-575-7197
Page 34
May 2012
Grand Junction repair shop focuses on use of OE parts, relationships
by Daniel Buxbaum With regard to his own inventory, In the shop, Stewart uses Versatile Grand Junction, Colo.—In Stewart said he chooses to keep a Automotive Diagnostics’ VAD-PRO 1992, established European car variety of OE air, fuel, and oil filters scanners, as well as Autoland’s iScan passTechnician Steve Stewart saw an on hand for most German makes and thru system. Both systems, he said, were opportunity. Grand Junction was models. He also carries a full line of chosen for accuracy and reliability. booming with an influx of NGK and Bosch spark plugs, as well Stewart said he plans on upgrading his complex German cars, such as as Pentosin hydraulic fluid. The iScan to the new touch-screen version Audi, Mercedes-Benz, BMW and availability of Pentosin is important, soon, noting that the new iScan has Volkswagen. The community, Stewart said, as it is becoming widely specific BMW programming codes built according to Stewart, seemed used in many European vehicles’ in. Paul Callanan, owner of Coloradofrustrated with a lack of reputable complex based Automotive facilities to service their specialty hydraulic steering Diagnostic Solutions, is “I am an absolute automobiles. and suspension Stewart’s preferred advocate of OE parts. iScan distributor, he Capitalizing on his background systems. Steve Stewart, owner of The Foreign Aid in Grand in specialized German vehicle Given the They have better quality said. repair, Stewart said he decided to Junction, utilizes decades of experience, strong supplier complexity of The final key to The relationships, and exclusive OE parts use to fix cars right and longetivity.” open The Foreign Aid, and has newer German Foreign Aid’s success, the first time, every time. enjoyed more than 20 years of vehicles, Stewart Stewart said, is having success. WORLDPAC convenient,” said Stewart, said that both Steve Larson and Dennis an established rapport within the Grand It all started, he said, in a small, two-bay adding that he also utilizes North Side Dodd, his lead and second technicians, Junction community. Stewart himself has garage, at his current location. He quickly Imports for certain specialty items. respectively, are ASE certified, and been a member of the Grand Junction began purchasing equipment and Stewart said his expectations for regularly attend specialized training Lions Club for more than 16 years, and he expanding, building up to his present sixsuppliers are high, striving for mutually events. said he remains a proponent of fundhoist, 10-bay layout. clear communication, given his long Stewart said he credits Angelo raising and charity work. He has Stewart partially credits his solid distance from most parts warehouses. Campana’s Euro-Diagnostic Technician frequently collaborated, along with a local foundation on his exclusive use of OE “Getting the right parts the first time is Resources seminars as a big benefit for his Big O Tire store, in the restoration of parts. “I am an absolute advocate of OE crucial,” he said. “I’m adamant about staff. “We go to as many schools as are vehicles for local disabled veterans. parts. They have better quality and using VINs, engine codes, manufacture offered,” he said, adding that he has found Stewart said that community feedback longevity, especially brakes and filters. dates, and other specifics — I can’t just additional value in focusing on the rapidly- has helped him to solidify the value of Having lots of OE is what makes run downtown for a part.” expanding diesel segment. Continued on page 36
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Parts & People
May 2012
Page 35
Bosch technology helps engines become smaller and more powerful
Farmington Hills, Mich.—With automakers squarely focused on meeting the 2025 CAFE regulations and consumers wanting more miles per gallon and lower emissions, Ward’s 10 Best Engines of 2012 indicate the direction in which the automotive industry is headed – smaller, turbocharged engines with direct injection. Bosch technology is featured on nine of the 10 Best Engines of 2012, and its direct injection technology appears on five of the winning engines. The main elements of the Bosch direct injection system include the engine control unit, high-pressure pump, and high-pressure fuel injector. “Direct injection is a key technology in current and future engines, and we remain committed to developing the most innovative and advanced engine technologies,” said Sujit Jain, regional president of Gasoline Systems North America for Robert Bosch LLC. “Providing advanced technologies, such as direct injection and turbocharging, are essential in helping automakers meet the demand to bring the most fuel-efficient vehicles to market.” By 2016, the number of highly efficient four-cylinder engines will increase by 20 percent to more than 20 million units globally, according to Bosch Mahle Turbo Systems, a joint venture between Bosch and Mahle that produces turbochargers for passenger cars and commercial vehicles. “Based on this trend data,” Jain said, “the forecast is clear: In the near future, every automaker will offer turbocharged gasoline engines.”
Direct injection improves fuel economy, reduces emissions
OTC’s LeakTamer with UltraTraceUV Technology smokes out microleaks
Owatonna, Minn.—Find the leak. Clear the code. Smoke the test. At least 80 percent of the top emission codes on vehicles today originate from the EVAP system and can be diagnosed faster and more accurately with smoke technology. “Technicians proficient with engine maintenance, vacuum, gaskets, and seals, including EVAP systems, have a multitude of problem-finding opportunities using the smoke-based leak detection offered by OTC’s LeakTamer,” said Andy Forsberg, product manager of Electronics at OTC. “And when working on EVAP systems, you need more than just a scan tool. The LeakTamer is less than half the size of its predecessor model, offering improved portability in your shop and more powerful diagnostics in a smaller package.” General repair and body shop technicians can use this tool to solve problems including wind noise and heating, ventilation and A/C (HVAC) performance, or to locate and repair water drainage issues. The OTC LeakTamer incorporates patented technology by introducing an OEM-approved smoke compound with UltraTraceUV dye to locate nearly any kind of leak quickly and easily. The tool also helps technicians and shop owners save money by eliminating wasted time. A leak as small as 0.020 inch in diameter can allow more than 30 times the amount of hydrocarbons into the atmosphere than is currently acceptable through the exhaust. The LeakTamer can detect microleaks down to and below 0.010 inch with its large, easy-to-read flow meter. The unit also includes precise flow control, which is a powerful new feature that allows the operator to adjust the amount of smoke the LeakTamer puts out. This helps pinpoint leaks faster and The LeakTamer comes with the UltraTraceUV smoke more efficiently, solution and includes a standard accessory package with exhaust cone, service port adapter, Schrader removal tool, minimizing customer assorted cap plugs kit, and three-in-one flashlight with comebacks and ultraviolet (UV) light to highlight the fluorescent dye improving service bay deposited at the exact location of a leak. productivity. n
As automakers strive to reach new CAFE standards of 54.5 MPG by 2025, Bosch’s high-precision injection technology allows vehicles to consume less fuel and produce fewer emissions without sacrificing torque performance. This technology, coupled with turbocharging and variable valve timing, can lead to as much as 18-percent reduction in fuel consumption and emissions. In combination with additional technology packages and extreme downsizing, Bosch aims to achieve a 30percent fuel efficiency improvement for the gasoline engine. Bosch anticipates that in 2020 U.S. sales will reach 16.3 million vehicles, with 39 percent featuring gasoline direct injection. n
REMANUFACTURED SUBARU DRIVESHAFTS
We're now stocking exchange Subaru driveshafts. We remanufacture these driveshafts using OEM style u-joints that are “staked-in” just as they are done in the factory. Over years of testing, we’ve found that this is the best way to remanufacture Subaru driveshafts for a trouble-free, long life.
OEM style “staked-in” U-joint
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*Price depends on application. A $75 core charge applies. Price includes free UPS ground shipping and core return shipping. Credit cards accepted.
Grand Junction repair shop focuses on use of OE parts, relationships
Continued from page 35
Northern Colorado Driveline Service
M FF 8amt o5pS Greeley, CO 8e. F• • M-F 8am to 5pm MST 53h 0, 2601 7th Ave. • T 2557 Av 80631 S Grl 8y, aC O G61
Driveshafts are our specialty. Not a side line!
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Free Pickup & Delivery to Metro Denver & Boulder Daily. Call by 9AM
We also have exchange driveshafts or can rebuild driveshafts for the following import brands: Audi, BMW, Honda, Mazda, Mercedes-Benz, Nissan, Subaru, Toyota, VW, & Volvo
New & reman driveshafts • Computerized balancing • U-joints & support bearings • Transmission, transfer case & differential yokes • Powertrain Savers • Aluminum driveshafts • OEM staked-in style u-joint repair
relationships. “Everything out here takes longer,” said Stewart, adding that communication with the customer is crucial. Although he cites limited parts availability and repair information as his most significant day-to-day struggles, Stewart said he remains optimistic about The Foreign Aid’s future. With an unflappable faith in OEj1 parts, a strong market share, and an established community rapport, Stewart said he believes he has done well in putting his customers first. Regarding his
community’s unique demographics, he said he’s doing his “best to take care of them in the shortest period of time.” Stewart said that he is looking to add a third technician. and he is willing to train because he would rather see dirty hands and a willingness to learn than solely a trade school education. “Our business is not all just computers and talking to cars,” he said. “Cars still have things that go round and round.” For more information on The Foreign Aid’s job posting, Stewart suggests visiting www.autojobs.com, or contacting him directly through The Foreign Aid’s website, at www.foreignaidauto.com. n
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May 2012
Parts & People
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WHY CHOOSE OEM PARTS? WHY CHOOSE OEM PARTS? O E E
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EVERY NEW A EVERY NEW AND REMANUFACTURED GENUINE GM E REMA UFACTURED GENUINE GM AN John Elway, Bob, Hall of Fame Wishes he was a PARTS ENGINE, TRANSMISSION PARTS ENGINE, TRANSMISSION AND TRANSFER CASE: A NE RAN TRA SFER CASE : RAN quarterback Hall of Fame quarterback Incorporates all-new GM technologies and innovations r Incorporates all-new GM technologies and innovations Meets or exceeds the same exacting standards as original GM Equipment Meets or exceeds the same exacting standards as original GM Equipment Is tested and validated to stringent GM specifications Is tested and validated to stringent GM specifications Is backed by transferable limited warranty for Is backed by a transferable limited warranty for 36 months or 100,000 miles
Warranty repairs can be performed by the independent repair center that originally installed the GM engine or by Warranty repairs can be per formed by the independent repair c any of the 4,500 -plus GM dealers nationwide. any of the 4,500-plus GM dealers nationwide.
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Wa rra nt y covers parts and labor and is paid at local rates. Warranty is transferable should the owner decide to sell Warranty covers pa r ts a nd labor a nd is pa id at loca l rates. Wa rra nt y is t ra nsferable shou ld t he ow ner decide to sel l the vehicle during the 36 month/100,00 mile term of the warranty. See dealer for details.
Visit us online ElwayDealers.com Visit us online at ElwayDealers.com
Parts & People May 2012 Page 37
Mechanical Repair Training Notes
RLO Training
For more information on these online Workshops, call 800-755-0988 or visit www.rlotraining.com. All times are PST.
Webinars
• May 1, 3, 8, 10. 15, 17-Recruiting and Retaining Technicians and Advisors, 3-5 p.m. • May 1, 8-How to get your Share of the Highly Profitable Fleet Business, 12-2 p.m. • May 3, 10-Maximizing Sales of Diagnostic Labor, 1-3 p.m. • May 3, 10, 17-Improving Telephone Closing Ratios, 10 a.m.-12 p.m. • May 4, 11, 18-Service Advisor Skills, 10 a.m.-12 p.m. • May 7, 9, 14, 16, 21, 23-Compensation Strategies, 3-5 p.m. • May 7, 9, 14, 16, 21, 23-Marketing Strategies, 3-5 p.m. • May 8-10, 15-17-Technicion Time Management, 3-5 p.m. • May 14 or June 11-Guerilla Shop Management, 3-5 p.m. • May 15, 17-Measure Manage & Market • May 15, 22-Phone upselling Techniques, 12-2 p.m.
• May 16, 23-As an owner: Start earning the income you want, 10 a.m.-12 p.m. • May 16, 23-Powerful Business Building Strategies, 12-2 p.m. • May 17, 23-Eliminating Repair Order Roadblocks, 10 a.m-12 p.m. • May 28, 29, 30-Building a Business Plan, 12-2 p.m. • June 4, 6, 11, 13, 18, 20-Compensation Strategies, 3-5 p.m. • June 4, 6, 11, 13, 18, 20-Marketing Strategies, 3-5 p.m. • June 5, 7, 12, 14, 19, 21-Recruiting and Retaining Technicians and Advisors, 3-5 p.m. • June 5, 12-How to get your Share of the Highly Profitable Fleet Business, 12-2 p.m.
Colorado Emission StationLittleton, Colo.
Red & Jerry’s-Sheridan, Colo.
• May 8-10-Vehicle Valvetrains: Operation and Diagnosis
IntelliTec CollegeColorado Springs, Colo.
• May 12-The latest technical fixes and Management Training
Automotive Research and Design
For more information and to register, visit www.go2hev.com, e-mail training@go2hev.com. All times are EDT.
Webinars
• May 9-10-New Vehicle Technologies: Coolants
CARQUEST Distribution CenterDenver
• May 15-17-Variable Valve Timing System Diagnosis
Broomfield Test CenterBroomfield, Colo.
• May 22-24-Vehicle Valvetrains: Operation and Diagnosis
Boulder/Longmont Career Development CenterLongmont, Colo.
• May 14, 30-Second and third of three part series-Diagnosing Hybrid Vehicle Electric Machine (transmission failures) using the AT33EV, 7-8 p.m. • May 21-Used Hybrid Parts: What to look for in used and/or reconditioned components. 7-8 p.m.
CARQUEST Technical Institute
To register, contact your local CARQUEST store or visit http://carquest.com/carquest/ proCTIclassSchedule.html.
Colorado Emission Testing Centers-Ft. Collins, Colo.
• May 29-31-Vehicle Valvetrains: Operation and Diagnosis
Location TBD-Loveland, Colo.
WORLDPAC Training Institute
WTI provides advanced level diagnostic training for independent repair technicians, and training in the management of the repair shop business. To register, call 800-888-9982 ext. 5559 or visit www.worldpac.com/wti.html.
Holiday Inn LakewoodLakewood, Colo.
• June 5-7-Vehicle Valvetrains: Operation and Diagnosis
WarrenTech-Lakewood, Colo.
• May 7-8-New Vehicle Technologies: Coolants
• June 12-14-Vehicle Valvetrains: Operation and Diagnosis
State Police Dept.-Santa Fe, N.M.
• May 14-15-Pressure Signature Analysis
Albuquerque Distribution CenterAlbuquerque, N.M.
• May 19-Mercedes Engine II • May 20-Model 221 S-Class Diagnosis & Service
• May 16-17-Pressure Signature Analysis
Automotive Training Institute
For more information or to register, call 888-471-5800 or visit www.autotraining.net.
Sheraton UptownAlbuquerque, N.M.
New & Remanufactured
Dona Ana Community CollegeLas Cruces, N.M.
• May 23-24-Pressure Signature Analysis
Custom Chevy Crate Engine 350HP!
Engines can be custom built by our master craftsmen. No assembly lines, no mass production. Tell us what you want, and we’ll build it.
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Automatic Transmission Rebuilders Association (ATRA)
This seminar will be on general diagnosis, problems, and fixes on GM, Ford, Chrysler, Honda, Toyota, and Mercedes. For more information and registration, call ATRA at 800-428-8489 or visit www.atra.com.
• June 10-Think Like a CEO
Bendix Brake Training
The Bendix Brake Training School is an all-inclusive program designed for both new and experienced technicians. The curriculum conducted by veteran ASE-certified Bendix Service, Warranty, and Training (SWAT) team experts — teaches the description, operation, and service elements for the total range of components found within foundation and air brake systems. For a full listing of locations and dates, instructions for scheduling on-site training, or registration, visit www.bendix.com or www.foundationbrakes.com.
Location TBD-Albuquerque, N.M.
Same day delivery to Casper and next day to most points in WY, CO, & W. NE.
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800-222-4646
Parts & People
• June 26-28-Bendix Brake Training n
Page 38
May 2012
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Toyota’s 2012 Camry XLE Hybrid is an eco-friendly vehicle with personality
by Daniel Buxbaum MPG on regular unleaded gasoline. With regards to Toyota’s all-new, 2012 Although this was slightly shy of the EPA’s Camry Hybrid, we’ll cut right to the chase: 40/38 city/highway rating for the XLE, we We love it, and would not hesitate to did occasionally average upwards of 60 recommend it to anyone in the market for a MPG in stop-and-go traffic. new vehicle. Our appreciation for the eco-friendly family runabout can be summed up in its over-abundance of a single trait: Personality. Our tested 2012 Toyota Camry XLE Hybrid is the best effort we have found yet in combining efficiency with practicality and a fun-to-drive nature. The 2012 Toyota Camry XLE Hybrid combines With more than 9.7 million Camrys sold in North America since efficiency with practicality and a fun-to-drive nature. the model’s stateside debut in 1983, Toyota has worked hard to make their bestIn terms of overall handling dynamics and selling flagship more powerful, efficient, refinement, we find the new Camry Hybrid refined, and versatile. to have a German luxury car feel. Toyota’s Beginning with the drivetrain, all 2012 engineers have worked extensively on the Camry Hybrid models benefit from a new 2012 Camry’s chassis tuning, resulting in a hybrid system, featuring a 2.5-L, fourcommunicative, stable demeanor. cylinder engine, which delivers a combined The XLE Hybrid’s cornering attitude is (gasoline and electric) 200 HP and up to 43 especially flat and composed, working MPG in the city. through a four-wheel independent The gasoline engine employs a process suspension and low-rolling-resistance, known as the Atkinson Cycle, which 215/55 R17 all-season tires. optimizes the duration of the engine’s four Inside, Toyota says they have worked hard strokes for heightened efficiency. to increase passenger volume, as well as In addition, an entirely beltless engine improve driver ergonomics. Passenger design is utilized, and the gear-driven volume for the Hybrid registers a substantial balance shaft is coated with a low-friction 101.3 cu. ft. (with moonroof), resulting in resin. excellent head, knee, and leg room, both fore and aft. Our tester’s optional heated front seats are large, comfortable, and provide excellent support during spirited driving. Luggage space is excellent as well, at 13.1 cu. ft., thanks to a forward-biased relocation of the Hybrid’s Sealed Nickel-Metal Hydride (Ni-MH) battery pack. Our test car’s optional premium HDD The 2012 Camry’s interior benefits from navigation system with Entune features an improved material quality, increased passenger volume, and superb easy-to-use, seven-inch touch-screen ergonomics. interface, and provides excellent sound The 2012 Camry Hybrid’s overall curb reproduction through 10 JBL GreenEdge weight has been optimized, as well. speakers. According to Toyota, total weight loss over We find Entune to be a technological the previous generation Hybrid is more than marvel, networking with cellular technology 200 pounds. for connectivity to Pandora Internet radio We find these advancements, channeled and OpenTable restaurant reservations, through an excellent Continuously Variable among others. Transmission (CVT), translate to a Checking off nearly every available positively stunning surge of acceleration at option box, our well-equipped 2012 Toyota any velocity. Camry XLE Hybrid rang in at an Working in tandem with the 105 kW economical $34,547, including destination electric motor’s 199 lb.-ft of instantlyfee. available torque, the efficient drivetrain Packed with more power, efficiency, propels the 3,441-pound XLE from 0-60 refinement, and personality than its MPH in a claimed 7.6 seconds. predecessor, we find the 2012 Camry Notwithstanding its excellent power Hybrid hard to fault, and render it a “mustdelivery, our Camry XLE still averaged 37.6 drive” for anyone in the market. n
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Parts & People
May 2012
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Cooper’s Keys to Auto Repair Profits
Measure your customers’ satisfaction the right way
Far too many auto repair shop owners don’t measure customer satisfaction. It’s not that they’re not interested in the results, but rather that they’re not exactly sure how to do it. Unfortunately, the price they pay for not measuring their customer satisfaction is often Bob Cooper staggering. To make matters worse, the Gallup Association has released a report concluding that most of the ways used to measure customer satisfaction are beyond bad; they’re actually worthless. As a business owner, I am sure you will agree that your Customer Satisfaction Index Goal (CSI) needs to be 100 percent. You also need to establish a minimum level of acceptable performance with your team that is set no lower than 95 percent (with the understanding that your employees can begin to earn CSI rewards on an incremental scale once they pass the threshold of 97 percent). Now here’s where most shop owners get into trouble: they’re not sure what counts as a point against the CSI score. I realize that there are many different ways to measure customer satisfaction, and many of our clients have some relatively well-designed systems in place. But if you’re just looking for a simple, easy-to-use method, here it is. At Elite, we recommend that you classify any comeback or customer complaint as a “failure”, and you should count that failure against the car counts for the measured period. For example, if you process 100 vehicles, you should not incur more than five complaints, including any comebacks due to mechanical problems that were not solved during the initial visit, were misdiagnosed, or were simply overlooked. If the vehicle was repaired six months ago, and it fails today, it still needs to be considered as a failure for the current period, even though your existing employees may not have had any control at the time the service was originally provided. The rationale is twofold. One, the failure will be offset by any poor work done today that may not fail for months to come. The second reason it should be considered a failure for the current period is that your income statement is blind to what, where and when. All that we do know is that the comeback is a failure today. Part failures also need to be counted against the CSI score. Not only is your financial statement blind to part failures, but your overall CSI score should take a reasonable percentage of part failures into consideration. So warranty claims, mechanical failures that include part failures, customer neglect (i.e., we failed to educate them on their responsibility) and so on are easy to classify as failures with this type of CSI scoring. Things become more subjective when you are placing customer follow-up calls. I would highly recommend that you ask every customer, “How did we do?” If the response is positive, and they have nothing critical to say, it’s reasonably safe to conclude that the customer is a happy customer. Otherwise, it’s a failure. So what we need to strive for are fewer comebacks, zero complaints (customer returns with dirty carpet, upset the vehicle wasn’t done on time, felt your prices were too high, etc.) and follow-up calls that end with your customers saying they were pleased. Although you may have to massage the percentages and the criteria a bit, this method is a great starting point for you and your company, and is fair to both you and your employees. You should also ensure that all of your employees know that if there are any comebacks, or complaints that are knowingly not reported, there will be a substantial penalty toward any reward they may be entitled to. If an employee is guilty of not reporting a complaint or comeback a second time, they go on report. A third failure to report should be considered grounds for immediate dismissal. You need to make sure all your people understand that openness and honesty in reporting are critical to improvement. Also let them know that their income, along with the success of your company, will always be predicated on continual improvement. Lastly, I would like to leave you with a couple of thoughts. Far too many companies complicate their methods of monitoring and measuring customer satisfaction. They typically follow up with their customers, and they ask a series of predetermined questions. Rather than asking customers questions that are based on our interests, we should let the customers share their thoughts in any way they would like, and they should be able to address any part of their customer experience. Many shops and dealerships feel that anything less than 100 percent is completely unacceptable, and I have to politely disagree. Here’s why. First of all, the system I just outlined allows for a 4percent failure rate that takes part failures into consideration. Until we have perfect parts and perfect people, we will always see at least some failures. In addition, we know that no matter how hard we try, there will always be some customers whom we just can’t satisfy. No one put it better than Bob Lutz, the past vice president of GM’s European Division and the past co-chairman of Chrysler, who once said, “It is our goal to satisfy 100 percent of the satisfiable customers.” Please note that he said, “satisfiable.” As your next step, take this plan, put it into place, and you will be on the road to building a more profitable, successful business, while generating happier customers at the same time. On that, you have my promise. ........... For the last 20 years, Bob Cooper has been the president of Elite Worldwide Inc., an ethics-based company that offers shop owners sales, marketing, and management solutions in the form of downloadable audio training courses, seminars, and webinars, coaching services, and service advisor training. You can contact Cooper at contact@eliteworldwidestore.com, or at 800-204-3548. n
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May 2012
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2012 Denver Auto Show showcases upcoming vehicles’ flexibility, economy
by Daniel Buxbaum Denver—Economy and flexibility stood at the forefront of the 2012 Denver Auto Show, March 21-25, at the Colorado Convention Center. Many vehicles were displayed, including the redesigned 2013 Ford Fusion, which blends high efficiency with room, comfort, and flexibility. The Fusion will feature five engine choices, including traditional hybrid and Plug-in Wendy Orthman, Midwest public relations manager Hybrid Electric Vehicle for Chrysler, introduces the 2012 Fiat 500 Abarth and (PHEV) options. The 2013 Dodge Dart. traditional gasoline-electric hybrid version is said to achieve up to 47 kick-off lunch, the 2012 Fiat 500 Abarth MPG in city driving, employing a 2.0-L and 2013 Dodge Dart were introduced. Both vehicles will feature versions of Fiat’s 1.4-L, turbocharged, MultiAir four-cylinder engine, channeling 160 HP through either a Fiat C635 six-speed manual transmission or, exclusive to the Dart, a new automated dual dry-clutch transmission. Other highlights included Infiniti’s new unit-body 2013 JX SUV, which boasts John Felice, general manager of Ford Lincoln Mercury Marketing, showcases the all-new 2013 Ford Fusion. more second- and thirdrow leg room than a Atkinson-cycle four-cylinder engine. For Cadillac Escalade, and achieves up to 24 greater efficiency, the PHEV Fusion will MPG. The all-electric 2012 Nissan Leaf feature a 20-mile electric-only range, received the Rocky Mountain Automotive followed by 500 miles of traditional Press (RMAP) award for Rocky Mountain gasoline-electric hybrid driving. High Mileage Vehicle of the Year. n At Chrysler’s Small Packages auto show
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Parts & People
Steve Parrett, corporate communications manager for Nissan North America, presents the new 2013 Infiniti JX three-row SUV.
Nathan Adlen (l.), president of the Rocky Mountain Automotive Press (RMAP), presents Ken Krawiec, dealer operations manager for Nissan North America, with the RMAP 2012 Rocky Mountain High-Mileage Vehicle of the Year award for the 2012 Nissan Leaf. www.partsandpeople.com
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People & Places
compiled by Michael Anderson and the Bandimere family,” said Pietro Gorlier, president and CEO of Mopar, Chrysler Group’s service, parts, and customer-care brand. The 33rd annual Mopar MileHigh NHRA Nationals is scheduled to take place July 20–22, at
Bandimere Speedway Awards for his personal impact and leadership in the wake of the Joplin, Mo., Tornado in May of 2011. The town was
COLORADO
Blaine Swanson was recently hired by the Automotive Service Association of Colorado (ASA-CO) to serve as its recruiter. Swanson is a graduate of Colorado State University with a Business Finance degree. He said he was previously employed for three years at Auto-Owners Insurance as a ASA-CO recently Commercial Lines hired Blaine Swanson to serve Underwriter, where he as its recruiter. worked with repair shop owners, as well as teaching classes to agents. Pinnacle/Lincoln Financial Group
has partnered with the Automotive
Parts & Services Association
(APSA) to offer APSA members an opportunity to customize and offer 401(k) packages for their employees. For more information on the program, contact Jim Quinten at apsa@apsassociation.com. Dana TePoel, owner of Lake Arbor Automotive, was presented with the
2012 Bill Daniels Ethics in Business Award at the Colorado Ethics
in Morrison. The event kicks off the three-race Dana TePoel, owner of Lake Arbor Automotive, accepts NHRA Western Swing, the 2012 Bill Daniels Ethics in Business Award. which includes stops in in Business Alliance’s (CEBA) 20th annual Sonoma, Calif., and awards ceremony, held at the Marriott Seattle, Wash., and a Denver City Center on April 12. TePoel five-race sprint to the said he was supported by family, friends, start of the NHRA and industry colleagues at the event. Each Countdown to The year, the award goes to a for-profit Championship enterprise that displays ethical business playoffs. David Leach, practices and commitment to the David Leach, a Safelite AutoGlass community. Safelite division manager, Mopar recently announced an extension led a team of AutoGlass division Denver employees manager from Denver, of its sponsorship of the Mopar Mileto aid Joplin, Mo., received one of the High NHRA Nationals, the longest residents in the continuous running title sponsorship in the company’s $5,000 aftermath of a NHRA. “We are proud to reaffirm our long tornado that Exceptional struck the town and historic partnership with the NHRA Customer Service
PHOTO BY
hit with a record-setting tornado that caused miles of damage and the loss of 156 lives. Leach, whose wife is originally from Joplin, led a team of Denver Safelite associates, partnering with the Red Cross that collected more than 55,000 pounds of supplies for the victims. Leach served as organizer, caterer, field general, logistics coordinator, and truck driver.
Mitsubishi Motors North America
DANIEL BUXBAUM
Beccy Gordon will scale Pikes Peak this year piloting an allelectric Mitsubishi i race car. PPIHC will take place July 8.
recently announced that professional SCORE International offroad series and race-winning driver, Beccy Gordon, will pilot the all electric
2012 Mitsubishi i race car in this
last May.
year’s annual running of the
Continued on page 45
Parts & People
May 2012
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The automotive aftermarket is a great industry. From small repair shops to world-class
manufacturers, the industry comes in all sizes and shapes. The one thing everyone shares in common is the endless opportunities that are available. Join us for the 2012 Global Automotive Aftermarket Symposium (GAAS) as we celebrate this great industry with an outstanding educational program and the opportunity to network with the leaders of our industry.
You can save $200 when you register by April 13, 2012.
Register at www.globalsymposium.org and review the latest agenda for this year s event.
Polk is the corporate sponsor of the Global Automotive Aftermarket Symposium GAAS is made possible through the generous support of the University of the Aftemarket Foundation Presented by:
Media Partners:
Media Supporters: Motor, Parts and People
www.globalsymposium.org
PP0212S
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People & Places
Continued from page 43 Pikes Peak International Hill Climb
(PPIHC) on July 8. Mitsubishi Motors will be entering a pair of 2012 Mitsubishi i racing cars in this year’s Pikes Peak International Hill Climb event: a stock version of the electric-powered 2012 Mitsubishi i, driven by Gordon, along with an advanced race-spec version of the electric vehicle (EV), the Mitsubishi iMiEV Prototype, to be driven by two-time Paris-Dakar Rally champion Hiroshi Masuoka.
the corner from their Kalamath Street warehouse. From now until May 31, LKQ is conducting a GetGreen Sweepstakes where the grand prize winner receives a Chevrolet Cruze, three first place winners win a Sony flat screen TVs, 10 second place finishers earn cruiser bikes, 50 third-place LED light bulbs, and 200 fourth place winners receive compact fluorescent light bulbs. Game pieces can be obtained with eligible purchases, and through mail. To participate, visit www.lkqgetgreen.com.
in the North/South Building of the Orange County Convention Center in Orlando, Fla. It will feature exhibits by 1,100 racing companies in 3,100 booths, requiring 700,000 square feet to house the event. Some 38,000 buyers will attend from across the U.S. and 72 countries. SEMA plans to maintain the racing identity and heritage of the PRI Trade Show and PRI Magazine.
NEW MEXICO
Brandon Washburn was named the new parts manager at Bob Turner’s Ford Country in Albuquerque, where he has been employed for the last 11 years. He replaces “Whitey” Olsen, who served at the dealership for many years and is now retired. Washburn said he began his parts career at Casey Luna Ford dealership in 1991, and earned a degree from the University of New Mexico in 2001.
SEMA has purchased Performance Racing Industry (PRI), producers of the motorsports business magazine and trade show. SEMA plans to maintain the racing identity and heritage of PRI Trade Show and PRI Magazine. Transtar Industries Inc. announced that it has acquired the assets of Cadco Products, a supplier of original
UTAH
The Automotive Recyclers Association (ARA) recognizes the efforts of legislators in Utah who have
Jerry Viola, ACC director of Automotive Technology, and Courtney Loehfelm, executive director of the ACC Foundation, accept a $5,000 grant from Nissan North America. Arapahoe Community College
agreement, OEConnection will conduct field visits to thousands of collision repair facilities and hundreds of Volkswagen dealers throughout the U.S. to promote the VW Genuine Advantage Parts Program. OEConnection field consultants will educate and train Volkswagen dealers and their wholesale body shop accounts on CollisionLink, the online parts ordering and fulfillment solution from OEConnection, which was selected by VW in 2010 to automate its discount parts program and help VW dealers compete with aftermarket parts suppliers. Magnum Gaskets is doubling its design, manufacturing, and packaging space by relocating to a new facility in Pinellas Park, Fla., due to the success of its recently introduced, premium-quality aftermarket gasket line. For almost 20 years, Magnum’s parent company, Modern Silicone Technologies Inc. (MSI), has been manufacturing valve cover, oil pan, and manifold gaskets for major aftermarket brands and OE service at its plant in Clearwater, Fla. The Motor & Equipment
Remanufacturers Association
made significant steps to protect consumers and the environment by preventing
untrained and unlicensed individuals from buying cars at salvage pools. Utah legislators recently passed SB 260, a bill that
(ACC) in Littleton reported that their Automotive Technology program has received a $5,000 grant from Nissan North America. ACC officials also reported that they purchased a Nissan Leaf this spring, courtesy of a grant from the U.S. Department of Energy. I-CAR’s Collision Repair Education Foundation recently announced its Board of Trustees, which includes Terry Angell of Warren Tech’s Collision Technology Department in Lakewood. Officials from LKQ of Colorado have passed the one year mark at their facility located at 1355 W. 52nd Ave, just around
restricts purchases at auto salvage auctions to those with valid Utah business and sales tax licenses. The legislation also aids law enforcement by requiring reporting to the National Motor Vehicle Title Information System (NMVTIS) and the Utah Motor Vehicle Enforcement Division. Additionally, the bill creates a nonrepairable category of vehicles that will serve to keep severely damaged automobiles from being repaired and returned to the roads.
NATIONAL
Performance Racing Industry
(PRI), producers of the motorsports business magazine and trade show, finalized plans to be purchased by the
Specialty Equipment Market Association (SEMA). With more than
LKQ of Colorado has reached one-and-ahalf year mark of facility at 1355 W. 52nd Ave. Pictured, from l., are Seth Houy, Tyler Matthews II, and Randy Miskol.
20 years of publishing and management experience at PRI, John Kilroy will serve as vice president/general manager of PRI and assume day-to-day operations for the group. All the operations, employees, and offices will remain intact at PRI's current location in Laguna Beach, Calif. The 25th Annual Performance Racing Industry Trade Show will take place Nov. 29-Dec. 1
equipment (OE) and high-performance transmission parts. The addition of the Cadco location in Columbia, S.C., increases the number of Transtar locations in North America to more than 75. Transtar has also recently acquired the assets of D&E Automotive, a supplier of original equipment (OE) and aftermarket transmission replacement parts. D&E has six locations throughout the Midwest. Volkswagen of America has broken ground on a new $40 million, 400,000square-foot parts distribution center in the Roane Regional Business and Technology Park in Roane County, Tenn., adding dozens of jobs and millions of dollars in economic impact to the Knoxville-Oak Ridge Innovation Valley. The automaker will have a 55-acre presence in the City of Kingston. The facility, which is expected to employ nearly 50 people, will begin as a redistribution center to service warehouses and will later expand to include a parts distribution center. The parts distribution center will serve more than 100 dealers in the surrounding regions, as well as throughout the U.S., Canada, and Mexico. The Roane County center is expected to start distributing domestic auto parts for the Chattanooga-made Passat and other vehicles by early 2013. OEConnection LLC, the parts ecommerce technology leader for OEM distribution networks, has announced that it has been chosen by Volkswagen of America Inc. (VWoA) to support its ongoing collision programs. Under the
Parts & People
(MERA) and its members have announced a new Remanufacturing Section for the 2012 AAPEX Show, Oct. 30-Nov. 1, in Las Vegas. The new section, centrally located on the main show floor, will be available to remanufacturer, supplier, and affiliate members of MERA. Exhibits will focus on the economic, environmental, and product performance benefits of remanufactured motor vehicle components.
Mobile Air Conditioning Society
(MACS) Worldwide has set a new direction for the annual MACS training event and trade show, Feb. 7-9, 2013, at the Caribe Royale All Suite Resort and Convention Center in Orlando. Restructuring of the MACS annual training event is in response to changing market conditions in the mobile A/C aftermarket, and is an effort to deliver markedly enhanced ROI for exhibitors, while continuing to offer the annual training and networking opportunity for A/C specialists from the U.S. and other countries. Bendix was recognized for product innovation excellence by the Automotive Distribution Network at its 2012 Network National Convention in Las Vegas. During the convention’s closing festivities, the Bendix team was presented with the award for exceptional innovation for its “hardware in the box.” The innovation, inspired by customer needs, contains everything necessary for a brake job – including clips, brake lube, noise insulators, wire sensors, and abutment kits
Continued on page 46 May 2012 Page 45
ing erv for S you
Ov e yea r 26 rs!
People & Places
und sport winner in the sports suspension, sports shock absorbers, and springs section seven times in a row. Bosch has been named
AXLES FRONT SMOG PUMPS REAR OFFROAD
RACK & PINIONS POWER STEERING HUBS BEARINGS
From l., Mike Lambert, president of the Automotive Distribution Network, presents the award for product innovation excellence to Chris Sumrell, manager of Group Sales for Honeywell Friction Materials, and Jim Kelley, director of Sales, Americas, for Honeywell Friction Materials. Continued from page 45
The readers of the magazine auto motor “most admired” motor und sport have cast their vote: Bilstein vehicle parts remains unbeaten in supplier by the the Sports Suspension/Springs/ U.S. business Shock Absorbers magazine category.
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Page 46 May 2012 Parts & People
— within each premium friction line product. Federal-Mogul recently announced that its board of directors has decided to modify the company’s corporate structure to create a separate and independent aftermarket division and has engaged a search firm to fill the position of CEO of the division, who will report directly to the company’s board of directors. FederalMogul’s aftermarket business unit is one of the largest independent global suppliers of premium-branded automotive parts, with global sales of $2.3 billion in 2011. The Timken Co. received the 2011 Quality Award from the Automotive Distribution Network. Timken supplies the group with a full line of automotive aftermarket products, including Timken hub units, bearings, grease, and seals. The award was presented at the closing ceremony of the 12th Automotive Distribution Network National Convention in Las Vegas. Continental Automotive’s Chassis and Safety Division was recognized as an excellence award winner at Toyota Motor Engineering & Manufacturing North America Inc.’s (TEMA) Annual Supplier Business Meeting (ABM) on March 13. Held at the Northern Kentucky Convention Center in Covington, Ky., ABM brought together approximately 900 attendees from across North America. ABM allows TEMA to discuss business objectives with direct and indirect suppliers in preparation for its upcoming fiscal year. Every year, TEMA recognizes suppliers who exceeded the company’s expectations in several categories. Bilstein has received the auto motor und sport “Best Brand” award again this year. The 116,273 readers who voted in this year’s rankings once again put Bilstein at the top in the Sports Suspensions/ Springs/Shock Absorbers category. This means that Bilstein has been the auto motor
Fortune. Bosch was ranked No. 1 based on responses from 3,855 executives, directors, and analysts at 698 companies from 58 industries and 32 countries. Bosch’s most valued attributes include innovation, people management, quality of management, quality of products/services, and global competitiveness. The National Automotive
Technicians Education Foundation
(NATEF) has recognized the generous support from the automotive industry, as well as those organizations whose contributions help to ensure the future supply of qualified, entry-level technicians. The list of industry donors includes: American Honda Motor Co.,
Automotive Aftermarket Industry Association (AAIA), Gates Corp., Hendrick Automotive Group, Motor and Equipment Manufacturers Association (MEMA), National Automotive Parts Association (NAPA), National Automotive Dealers Association (NADA), National Institute for Automotive Service Excellence (ASE), Navistar, Inc., Nissan North America, Inc., and Toyota Motor Sales, USA.
NATEF’s new accreditation logo. VehicleOwnersGuide.com has
announced that collision repair users of its Estimate Scrubber (www.EstimateScrubber.com) portal can now receive a 5-percent discount on any classroom auto course from Vale Training Solutions. For more information, visit
Continued on page 47 www.partsandpeople.com
Continued from page 46
www.estimatescrubber.com or www.valetrainingsolutions.com.
Cooper Tire & Rubber Co. has announced a partnership with The Weather Channel (TWC) that will showcase important product, tire safety, and maintenance solutions on the air, online, and through mobile applications, helping to educate and inspire drivers and safer commutes. Cooper Tire will appear across numerous programs on TWC, including an exclusive sponsorship of the “Morning Rush” segment of “Wake Up with Al,” hosted by weatherman Al Roker. Cooper Tire will maintain a digital presence on weather.com with an exclusive partnership in the “Favorite Fall Drives” content, launching this fall. Also across TWC mobile applications, Cooper Tire will feature geographically targeted messaging, raising awareness of changing weather that could affect driving conditions. Barrett-Jackson has announced that it has contracted collector car legend Rick Cole to serve as an Automotive Specialist. The announcement was made live on Speed from the auction block during Barrett-Jackson’s Palm Beach event. Best known as the hobby’s “Auctioneer to the Stars,” Los Angeles-based Cole Rick Cole has will utilize his joined Barrettexperience in the Jackson as an auction arena to help Automotive Specialist to Barrett-Jackson source help consign consignments for collector cars collector cars and add and automobile his more than 35 years collections. of expertise and knowledge to find some of the most highly-collectible automobiles and automobile collections. Cole will work hand in hand with Gary Bennett, vice president of consignments. The Motor & Equipment Remanufacturers Association
changes to its aftermarket sales leadership team. Ray Swetman has joined Delphi Product & Service Solutions (DPSS) as vice president, sales, Ray Swetman joins Delphi independent Product & aftermarket, North Service Solutions America. Swetman (DPSS) as vice will be responsible for president, sales, independent directing Delphi’s aftermarket, aftermarket sales North America. efforts, and driving customer and channel expansion. In addition, Delphi announced that Malcolm Sissmore, most recently vice president of independent aftermarket sales for Malcolm Sissmore is now North America, has country director become country for DPSS director for DPSS Canada, leading Delphi’s effort to Canada, leading the accelerate growth company’s effort to and expand its accelerate growth and share of the expand Delphi’s share automotive of the automotive aftermarket in Canada. aftermarket in Canada.
Schwartz Advisors LLC, a mergers and
son to lead the association. “Warren offices and development workshops of his McEleney was an exceptionally respected grandfather, Ferdinand Porsche, before he and beloved leader in the automobile enrolled at the Ulm School of Design. industry and in his community,” NADA F.A. Porsche created the 911, now in its President Phil Brady said. Memorials may seventh generation. In addition to be made to Jesus Christ, Prince of Peace passenger cars, F.A. Porsche also Parish, 1105 LaMetta Wynn Dr., Clinton, designed the sports cars of the 1960s. His Iowa 52732. Online condolences best-known designs include the may be left at www.papefh.com. Type 804 Formula One race car or Expressions of sympathy may also the Porsche 904 Carrera GTS, now be sent to John and Ginny considered to be one of the most McEleney, 1111 Melody Hills, beautiful racing cars ever. A strong Fulton, Ill. 61252. and clear design concept typified In memoriam: Ferdinand all of his product designs. His Ferdinand conviction was: “Good design Alexander (F.A.) Porsche, 76, Alexander Porsche, the died April 5. Matthias Müller, should be honest.” Ferdinand creator of the president and CEO of Porsche Alexander Porsche received Porsche 911, AG, paid tribute to Ferdinand numerous honors and awards both died April 5. Alexander Porsche’s services to for his work as a designer and for the sports car manufacturer: “As the individual designs. n creator of the Porsche 911, he established a design culture in our company that has To report local announcements, new shaped our sports cars to this very day. His hires, training events, or any philosophy of good design is a legacy to us appropriate news, e-mail that we will honor for all time.” His edinfo@partsandpeople.com. childhood was shaped by cars, and he
Advertisers’ Index
A-1 Transmissions & Parts Co. ....................32 ACDelco ........................................................17 Active Truck Parts, Inc. ...................................6 Advantage Data Systems Corp. ..................27 Al Serra Chevrolet South ..............................28 American Honda dealerships.......................31 Auto Dynamic Engine Rebuilders ................38 AutoNation Go dealerships ..........................48 BG Products distributors..............................11 Bob Turner’s Ford Country ...........................22 CEMB USA ...................................................14 Certified Transmission ..................................19 Chrysler LLC .................................................35 Colorado Auto & Parts..................................22 CVJ Axles......................................................46 Denver Bumper Works .................................22 Engine & Performance Warehouse, Inc. ........7 Elite Worldwide .............................................42 Enviro Management Solutions, Inc. .............23 Exedy Globalparts Corp. ................................5 Foree Tire Distributors ..................................30 GAAS.............................................................44 Groove Ford ..................................................39 Groove Mazda ..............................................39 Groove Subaru..............................................39 Groove Toyota Scion ....................................39 HD Group ......................................................16 Heuberger Motors.........................................30 Import Car Parts ...........................................18 Infiniti of Denver ............................................26 Jasper Engines & Transmissions .................10 John Elway Chevrolet...................................37 Kia Motors America dealerships ..................12 Magnaflow Performance Exhaust................20 Meadow Creek Truck Supply.......................25 Mercedes-Benz USA, LLC .............................2 Mike Naughton Ford.....................................12 Mile Hi Body Shop, Inc.................................20 Mudlick Mail..................................................15 NAPA ProLink................................................43 Northern Colorado Driveline Service .......6, 36 One Stop Parts Source...................................8 Peak Kia North..............................................40 Phil Long Dealers of Colorado Springs..........9 Premier Tire Terminal, Inc. ............................13 Premium Recycled Parts..............................21 Professional Auto Detail Supply...................24 Pueblo Delivery Co-op .................................34 Rich Ford Sales.............................................40 Specialized Products Supply .......................26 Stevinson Lexus of Frederick.......................23 Stevinson Toyota West .................................25 Subaru of America dealerships....................29 Summit Automotive Distributors ....................4 Total Lubricants USA, Inc. ............................41 Transwest GMC ............................................14 Western Drivetrain...........................................4 Zurich ............................................................33
(MERA) has announced the appointments of Mark DiGiampietro, president, Flight Systems Electronics Group, and Matt Pohlman, vice president, global supply chain management, Delphi Product & Service Solutions (DPSS), Delphi Corp., to the MERA Board of Directors. “On behalf of the membership of MERA, I would like to welcome Mark and Matt to the Board of Directors,” MERA President and COO John Chalifoux said. “I look forward to working closely with them and the other board members in 2012 to advance the interests of the remanufacturing industry.” Delphi Automotive has announced
acquisitions advisory and management consulting firm focused on the automotive aftermarket, announced that it has recently added two new partners, Dennis Welvaert and Mitch Williams, who will work on merger and acquisition initiatives and strategic consulting projects. Meritor Inc. has appointed Doug Wolma as general manager of Global Aftermarket Operations, and Craig Cartmill, vice president of Aftermarket Americas. Both report directly to Joe Mejaly, vice president and president of Aftermarket & Trailer. Wolma is now responsible for leading global operations and strategic deployment, including remanufacturing, distribution, supply chain, and the worldwide aftermarket footprint. The new position includes 20 facilities located in 12 countries around the world. In memoriam: Warren J. McEleney, 90, president of the National Automobile Dealers Association (NADA) in 1971, died March 23. McEleney, who served on NADA’s board of directors representing Iowa from 1966 to 1976, began his career with McEleney Motors in Clinton, Iowa, in 1946. He was the father of John McEleney, who served as NADA chairman in 2009. The McEleneys were the first father and
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May 2012
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