Bod2013jul01

July 2013

BodyshopCANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

Visit www.bodyshopbiz.comCANADA POST CANADIAN PUBLICATIONS MAIL AGREEMENT #40069240

Concours Collision Centres~CSN

Plus:Shop SafetySoftware Goes MobilePaint InnovationsAxalta Lanches New IdentitySurvey: Apprentices

of the YearBodyshop

JULY BODYSHOP COVER 2013.indd 1 13-06-12 12:47 PM

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www.bodyshopbiz.com l July 2013 l Bodyshop 3

contents

visit us at bodyshopbiz.com

Cover 14Bodyshop of The Year 2013: Concours Collision Centres~CSNKen Friesen wins this year’s top industry honours due to his relentless quest for perfection and his commitment to industry. This dynamic industry veteran, whose 60 employees serviced about 4,000 cars and generated $12 million in sales last year, is recognized for Concours’s efficient production practices, long-term growth and Friesen’s ongoing industry contributions.

Features

BodyshopCANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

July 2013 l Volume 43, Issue 3

In the next issue: We crown Bodyshop’s 2013 Custom Refinish Award winner, SEMA Preview, Abrasives, and much more.

Shop SafetyA sliver of metal shears off a car’s underbody and lodges in a technician’s unprotected eye. A mechanic pulling a car frame back into shape dies when one of the rack chains snaps and wraps around his head. These real-life horrific accidents don’t happen every day, but when they do, families, friends, and co-workers are left devastated.

Software Goes MobileAt first glance, you’d think that advances in mobile devices, tablet computing, and social media would have little effect on the collision repair industry. However, according to back-office software providers, these and other information technology innovations are facilitating the development of a slew of new productivity-enhancing solutions.

The Paint Market: Fast, Clean and ClearThe latest technologies in paint and related coatings are easy and fast to apply, dry clear and sand well, meet VOC standards – and keep the bottom line in mind. The automotive paint industry has become a highly competitive one, and the shop is the winner, as companies continue to produce better quality – even astonishingly good quality – products at the best possible price levels.

SURVEYApprentices: It will come as no surprise to anybody in the collision industry that the apprenticeship situation is viewed as being one of the most critical issues facing shops.

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In Every Issue4 From the Publisher

6 News

28 Internet Directory

28 Advertisers Index

18 24

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from the publisher

4 Bodyshop l July 2013 l www.bodyshopbiz.com

C anada’s collision industry sees very few issues in which it is expe-riencing the same conditions across the country. Our patchwork

of private and public insurance systems and widely varying dictates of regulators means that there is very little in common across the country once you get beyond the broad strokes.

One issue that does transit our provincial borders like an air shear through sheet metal is apprenticeship. Yes it is true, theoretically there are enough apprentices to go around in many regions, but in practical terms there are too few where they are needed, and too few of those go on to stay to full term.

Only about one-third of those who sign apprenticeship contracts in this industry actually go as far as to attend classes when they start. Just to be sure you understand: if an apprentice does not go to class, he cannot fulfill his apprenticeship requirements. And it’s the responsibility of the shop to make sure that happens.

This industry was built on the apprenticeship system, and so to hear about the constant difficulty that shops have in attracting, developing, and keeping apprentices is a constant source of both concern and disappointment. This raises concern for the future of this industry – without skilled tradespeople, how will it be able to do the work required? – as well as a lament of sorts for this industry’s persistent inability to effectively communicate the value that it offers to prospective entrants to the trade.

Frankly, the progress made in dust extraction, paint booths, low-VOC paints, and safety equipment have changed the reality of working in a shop dramatically in the past few years.

The fact is, though, that in order to turn the old impressions around, we’re going to have to get prospects into shops. And for you, that means being as open as possible to having prospects spend a day here or there job shadowing, and also to reach out to youth in your community (and those looking to take up a trade slightly later in life), and invite them in.

This industry offers great opportunities both within the shop and outside for those who may choose to progress to related careers later on. I cannot think of a single other trade that offers the same latitude to move within an organization to management or customer service or outside to suppliers, insurance, and, of course, the possibility of ownership. That’s a message worth communicating.

It is true that not everyone who starts on the path to apprentice-ship will complete it, but right now it seems that it is too easy for too many apprentices to leave the system, and on that front, I am sorry to say, a large part of the blame has to lie squarely at the feet of this industry.

You may disagree, arguing that the candidates are poor, that school curriculum is outdated, that other parts of the system fail the apprentices.

To those who seek to deflect the blame, I ask, if it’s not up to you – who know the most about what’s needed, and who have the most to lose from its failure – to fix what’s broken, then who? B

Andrew Ross [email protected]

BODYSHOP is published by BIG Magazines LP,

a div. of Glacier BIG Holdings Company Ltd.80 Valleybrook Drive, Toronto, ON M3B 2S9

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We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.

PUBLISHERAndrew Ross416-510-6763

[email protected]

MANAGING EDITORMartha Uniacke [email protected]

EDITORIAL CONSULTANTBrian Harper

CONTRIBUTORS Peter DiekmeyerLeslie C. Smith

SALES MANAGERJay Armstrong

[email protected]

PRODUCTION MANAGERSteven Hofmann

[email protected]

ART DIRECTOR Choo Hwee Kuan

PRINT MANAGERPhyllis Wright

CIRCULATION MANAGERSelina Rahaman

416-442-5600 ext.3528

CUSTOMER SERVICERoshni Thava

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VICE-PRESIDENT Alex Papanou

PRESIDENT Bruce Creighton

BodyshopCANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

APPRENTICESHIP SUCCESS IS UP TO YOU

p4 JULY PUBLISHER.indd 4 13-06-12 12:54 PM

Products change. High standards don’t.

Stay ahead of the curve in a changing world.

The DuPont Refinish Logo, DuPont™ and all products denoted with ™ or ® are trademarksor registered trademarks of E. I. du Pont de Nemours and Company or its affiliates.DuPont Canada is a licensee. © Copyright 2013 DuPont Canada. All rights reserved.

Changes have driven the automotive finishing

business in new directions.

With DuPont™ Cromax® Pro waterborne basecoat,

you can speed up your operations and increase

productivity, without compromising the quality of work

you demand. It’s part of an integrated DuPont Refinish

system designed to keep you ahead.

Make sure your business stays ahead of the curve.

Talk to your local DuPont Representative or call

1.800.668.6945.

Dupont p5.indd 5 13-06-04 11:14 AM

6 Bodyshop l July 2013 l www.bodyshopbiz.com

A xalta Coating Systems, global supplier of liquid

and powder coatings, has rolled out a new corporate

brand identity that captures the scope of its business around the world. The new logo highlights the Axalta name as well as its focus on performance and will provide a consistent and clear symbol of the company and the products and services Axalta provides to over 120,000 customers in 130 countries.

“We’re tremendously excited about our new look and what it says about our future. It embodies our commitment to move ahead in the marketplace, putting customers first and offering an exciting portfolio of brands,” explains

news

Axalta chairman and CEO Charles Shaver.

Axalta supplies paint to automotive original equipment manufacturers and has approvals for the use of its products from many leading OEMs. In the refinish segment of the car market, flagship brands – Standox, Spies Hecker, and DuPont Refinish, along with regional and national brands, make Axalta the largest global supplier of paint to collision and body shops. “Our 35 operations centres are focused on producing the highest quality coatings and are located close to our customers on four continents to ensure we can respond quickly to their needs. For example, we just an-

nounced a decision to build a new facility in China to support the growth in new vehicle production,” says Shaver.

Axalta products enhance produc-tivity by reducing the time needed to paint new vehicles or refinish old ones. An array of low-VOC and water-based paints used at OEMs and in re-finish shops with brands like Cromax Pro also benefit the environment. Axalta coatings further support sus-tainability objectives by preventing corrosion and preserving the lifespan of materials from vehicle chassis and parts to playground equipment and rebar for construction. Visit Axalta’s new website at axaltacoatingsystems.com.

Continued on page 8

Axalta Coating Systems Launches New Identity

Car-O-Liner Supports WorldSkills 2013 Autobody Repair Contestants

Car-O-Liner, provider of collision repair equipment to the automotive

aftermarket, recently trained repre-sentatives from Canada and the United States who will be competing in the Autobody Repair skill at the 42nd WorldSkills Competition, held at the Leipzig Trade Fair and Exhibition Center in Leipzig, Germany July 2-7, 2013.

Jordy Bartman, the Canadian repre-sentative, visited the Wixom, Michigan Training Academy for three days of hands-on training. Jordy is currently working as an apprentice autobody technician at Brooks Collision and is studying at the Southern Alberta In-stitute of Technology. George Mason, the representative for the United States, trained with Carolina Collision Equipment, the regional distributor for Car-O-Liner products in North and South Carolina. George attended the Lexington Technology Center and is employed at Gilbert Paint & Body in Gilbert, South Carolina.

This year, more than 1,000 competi-tors from more than fifty countries/re-gions will test their skills in Leipzig, Germany as they compete for the cov-eted title of “WorldSkills Champion.”

Considered “the best of the best,” contestants compete for four days in 45 occupational skill areas to include manufacturing, information technology, transportation, construction, creative arts, and social services. Accompanied by their teachers, trainers, and industry technical committee experts, these young people compete before the public in contests that are run and judged using demanding international standards.

In the WorldSkills Autobody Repair contest, competitors must correct all structural misalignment of the unitized body shell using hydraulically operated repair equipment to pull/push the body back into proper alignment; verify the accurate realignment of the unitized body, including suspension attachment points using industry recognized auto-body measuring equipment; replace a damaged structural (frame) member

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newsContinued from page 6

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using internationally accepted proce-dures; repair cosmetic damage to an exterior steel and/or aluminum and/or plastic body panel (fender, door, quarter panel, roof, etc.) by metal finishing (or repair product in the case of a plastic panel); and replace cosmetic non-structural exterior steel and/or aluminum body panel (fender, door, quarter panel, roof, etc.).

This is the third WorldSkills com-petition for which Car-O-Liner has been the main sponsor for the Auto-body Repair skill. Car-O-Liner will be sending 23 complete collision repair systems to Leipzig. The systems include the Quick42 alignment bench, the Car-O-Tronic Vision electronic measuring system, the CTR12000 Resistance Spot Welder, and other necessary equipment. The 22 competitors from around the world will each receive a BMW 1 Series F20 “Body in white” to repair to the point where it can be painted. A team of eight experts will judge the results of their four-day competition efforts.

Victor Launches Contests, Celebrates Centenary

V ictor Technologies has launched two contests as part of its celebration of

the 100th anniversary of its Victor brand of cutting and gas control equipment.

The “A Cut Above” contest is open to students in cutting, welding, and related programs at secondary and post-second-ary schools and will award more than $30,000 in equipment and cash prizes. Beginner students will write a 500-word essay supporting the contest theme, while advanced students will submit a team metal fabrication project that incorporates an oxy-fuel, air-fuel, or plasma cutting process.

The “Show Us Your Innovations” 2014 calendar contest will award 12 Victor Medalist 250 Cutting Outfits and a Victor Thermal Dynamics Cutmaster 42 plasma cutter as the Grand Prize for the best photos and associated captions of the entrant using any Victor or Victor Thermal Dynamics cutting equipment.

“These contests celebrate the spirit of our end users who have used Victor equipment for over the past 100 years. Winners will demonstrate innovation, craftsmanship and an appreciation for quality tools that enable them to shape their world,” says Martin Quinn, CEO, Victor Technologies.

Both contests run through September, with winners announced at the Victor Technologies booth at FABTECH 2013 Expo in Chicago. Contests are open to individuals with a passion for cutting and welding who are residents of the United States or Canada (excluding Quebec). Visit www.victortechnologies.com/victor100 for contest details, entry forms and other 100th anniversary news.

p6,8,10 JULY NEWS.indd 8 13-06-12 12:57 PM

unrivalledAT CARSTAR, we are proud to requalify as one of Canada’s Best Managed Companies.

Together, with the support of our customers, employees, franchise, insurance and vendor partners, CARSTAR has earned an unrivalled reputation in the collision & glass industry and are proud to serve communities across Canada, both today and well into the future.

If you are interested in a franchise opportunity or in selling your business to a current CARSTAR franchise owner please call 1-800-701-9452 ext 289 or email [email protected].

Over 180 locations in 10 provinces | www.carstar.ca

carstar p9.indd 9 13-06-04 11:19 AM

10 Bodyshop l July 2013 l www.bodyshopbiz.com

news Continued from page 8

I-CAR Unveils Keynote Speaker And Event

Lineup For Inter-Industry Conference In Boston

I -CAR has announced that Chrysler Group LLC Director of Regulatory

Affairs, Reginald R. Modlin, will serve as keynote speaker during the I-CAR Inter-Industry Conference, to be held

July 24-25 at the Westin Boston Water-front in Boston. The conference will be dedicated to changing vehicle technol-ogy, and Mr. Modlin will focus on the topics of CAFE compliance and its im-pact on vehicle design, specifically lightweighting.

As Director of Regulatory Affairs, Mr. Modlin is responsible for all aspects of product safety and environmental compliance. His key responsibilities in-

clude policy development to guide re-action of legislation and regulations in the NAFTA regions vehicle emissions certification; fuel economy strategy and reporting; and vehicle safety compli-ance demonstrations and resolution of compliance issues with EPA and NHTSA. Mr. Modlin has been serving in this capacity for 14 years and has been with Chrysler for 38 years.

On July 24 and 25, renowned Auto-line TV host and author John McElroy will serve as moderator leading the I-CAR Inter-Industry Conference at-tendees through the fast-paced, com-prehensive 30,000-foot view agenda on “Driving Excellence…in Technology – The Changing World of Vehicle Tech-nology & What it Means to You.”

Day One focus is on advances in in-tegrated vehicle safety systems, evolving vehicle-to-vehicle and vehicle-to-infra-structure communications, and related background on driver behaviour, trends, and related regulations. The general session concludes with a Q & A Speaker Panel.

Day Two focus is on the topic of CAFE and its impact on vehicle design. The conference concludes with an In-ter-Industry Panel that will bring to-gether thought leaders from the colli-sion repair inter-industry: repairers, OEMs, insurers, tool and equipment makers, I-CAR, and collision repair re-search. These experts will discuss the repair and business impacts associated with today’s rapidly evolving vehicle technology landscape. I-CAR speakers include technical leaders from NHTSA, IIHS, the Center for Automotive Re-search (CAR), vehicle OEMs, and OEM suppliers, who will share their knowledge on the vehicle technology developments coming soon to the colli-sion repair industry.

Those interested in attending may register for the conference as well as reserve a room at The Westin Boston Waterfront by going to: i-car.cvent.com/julyconference.

I-CAR, founded in 1979, is an inter-national not-for-profit training organi-zation dedicated to improving the qual-ity, safety, and efficiency of auto colli-sion repair for the ultimate benefit of consumers.

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www.bodyshopbiz.com l July 2013 l Bodyshop 11

A t the Skills Canada National Com-petition, held June 7 and 8 in Van-

couver, Canadian autobody and colli-sion repair students competed to be crowned the best of the best among a group of over 500 regional winners from across Canada in a variety of skills.

Started in 1994, the Skills Canada National Competition (formerly the Canadian Skills Competition) remains the only event of its kind in Canada. It is the only national, Olympics-style multi-trade and technology competi-tion for young students and apprentic-es in the country. Every year, the na-tional event brings together approxi-mately 500 young people from all re-gions of Canada, along with their par-ents and advisors, to compete in over 40 trade and technology areas. The competition provides an opportunity for young Canadians studying a skilled trade or technology to be tested within exacting standards and against their peers from across the nation. Students vie to win the honour of being crowned the best in their chosen discipline.

According to Danforth Tech auto-body instructor William Speed, a mem-ber of the National Technical Commit-

Canadian Youth Win Big at Skills Canada

tee, and whose students competed in the Ontario leg of the competition, thanks go to all the industry supporters who provided parts, materials, volun-teers, and judges. “A big thank you goes out to Leanne Jefferies and the CCIF Skills Program for helping to find suppliers, volunteers and judges,” Speed wrote in a recent email to Bodyshop. “I would also like to thank my fellow National Technical Committee members for their hard work in mak-ing this another successful competition. The committee consists of William Speed (Ontario), Rory Morrision (British Columbia), Greg Siegel (Sas-katchewan), Leo Gelinas (Quebec) and Walter Roy (Nova Scotia).”

Here are the results of this year’s Skills Canada National Competition.

Auto Collision, SecondaryGold: Tony Teng, OntarioSilver: Jonathan Hert, ManitobaBronze: Raphael Huet, Quebec4th: Darwin Morlidge, Alberta5th: Cody Campbell, Saskatchewan6th: Kurtis Gordey, British Columbia

Auto Collision, Post SecondaryGold: Troy Toews, Alberta

Silver: Erick Reade, Nova ScotiaBronze: David Brandon Scott, British Columbia4th: Kyle Dolan, Saskatchewan5th: Cody Alyward, Newfoundland and Labrador6th: Tanner English, Manitoba7th: Steven Viverios, Ontario8th: Gabriel Levesque, New Brunswick 

Car Painting, SecondaryGold: Nicolas Bérubé, QuebecSilver: Lucas Salomons, AlbertaBronze: Catherine Elizabeth Mathewson, Ontario

Car Painting, Post-SecondaryGold: Cecile Bukmeier, AlbertaSilver: Marc Paradis, New BrunswickBronze: Derrick Dujlovic, Manitoba

Matthew Ohrnstein, Industry Visionary, Passes Away

Matthew Ohrnstein of Symphony Advi-

sors passed away sudden-ly late last month. Mat-thew was an outstanding

industry supporter, visionary (he was the founder of the Caliber Collision network), thinker and strategist. Re-cently, Matthew appeared as the fea-tured guest speaker at CCIF Toronto in January, with what CCIF organiz-ers called possibly the most impor-tant presentation ever made at CCIF, with a fact-filled, startlingly clear commentary on the North Ameri-can collision repair industry. Mat-thew inspired CCIF participants to consider options and priorities, fa-cilitating their prioritization of issues for action and their clear direction for the new CCIF Business Plan out-lined at CCIF St. John’s.

CCIF president Mike Bryan says, “Matthew’s legacy will live on through the inspiration he gave to us and the many others in the world of collision repair.”

news

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A sliver of metal sheers off a car’s underbody and lodges in a technician’s unprotected

eye. A mechanic pulling a car frame back into shape dies when one of the rack chains snaps and wraps around his head. These real-life hor-rific accidents don’t happen every day, but when they do, families, friends, and co-workers are left devastated.

That they don’t happen every day is a testa-ment to government regulators, industry associa-tions, individual shop owners, and employees who keep a vigilant eye out for potential health and safety concerns. Canadians, by and large, are a careful people, respectful of regulations de-signed to protect us, and thoughtful about the possible consequences of inaction or neglect.

Still, says John Norris, executive director of Collision Industry Information Assistance and collision group chair for the National Automo-tive Trades Association, “Even one on-the-job death or injury is too much. Health and safety have to be your first priority.” Aside from the personal toll of accidents and injuries, “How profitable is your shop going to be if you get hit by fines, increased insurance premiums, lost production, and if people are off sick?”

Workplace Safety & Prevention Services provides industry-specific health and safety information, training, and consulting services to over 154,000 businesses and 3.8 million employees in Ontario’s agricultural, manufac-turing, and service sectors, and its helpful web-site can be accessed throughout this country. WSPS is responsible for ensuring that everyone is on the same page when it comes to occupational health and safety.

John Aird, manager of Strategic Alliances for WSPS, points to 10 major hazards his organiza-tion has identified in the auto bodyshop subsec-tor. Among the most dangerous are hoists, lifts and frame racks, flammable and combustible liquids, and Isocyanate exposure. Of these, Aird and Norris both agree that the greatest potential for harm comes from mechanical elevating de-vices such as hoists, lifts, and frame racks, “Be-cause if something goes wrong,” Norris says, “someone can get badly injured or killed. You’ve

12 Bodyshop l July 2013 l www.bodyshopbiz.com

got a 4,000-pound vehicle up on a hoist. If that fails…it’s something we have to take very seriously.”

Aird goes on to add, “Between the years 2009 and 2011, seven mechanics were killed in On-tario, some while operating lifting devices. Dur-ing that same period, these devices were partly responsible for 69 critical injuries that resulted in lengthy hospital stays.”

WSPS and the CIIA have worked hard in conjunction over the past several years to up-grade training on auto elevation devices, and to institute new guidelines for their usage. They are joined in this effort by the Ontario Ministry of Labour, which has the statistics to back up the need for even greater safety awareness on these machines.

From 2009 to 2011, MOL inspectors con-ducted preliminary and follow-up vehicle body repair initiatives – code-named by the industry as Blitz One and Blitz Two – of central Ontario auto and truck body repair shops. The ministry in-spected 820 shops from Peel to Durham regions up to Barrie, issuing 3,318 orders in the process. Of these shops, 291, or approximately 35%, re-ceived no orders at all, a figure admirably higher than that of most other industrial concerns. Shops under orders were revisited in Blitz Two to check on compliance. A total of 72 Stop Work orders were issued (some multiples per shop), requiring businesses to cease a particular opera-tion until an indicated issue was resolved.

Doug Kariam, program manager of Indus-trial Health & Safety at the time, listed the Minis-try’s top five orders issued during the initiative as: #1. Improper examination and maintenance of

lifting devices.#2. Lack of posting of the Occupational Health

& Safety Act.#3. Failure to maintain equipment.#4. No installation of eye-wash fountains.#5. No written Occupational Health & Safety

policy and program.“The most frequently issued order,” says

Kariam, “dealt with lifting devices not being ex-amined by a competent person, as defined by the Occupational Health & Safety Act … [This

health & safety

includes] no record that it’s been examined, which they have to do at least annually, no re-cord that it’s been serviced along the lines brought up in the examination, and no [nota-tions rating] the load capacity, maintenance re-cord and so on.”

Prior to Blitz One, the Ministry of Labour helped present a group of informational semi-nars, with the assistance of the Workplace Safety and Insurance Board, Workplace Safety & Pre-vention Services, and Collision Industry Infor-mation Assistance. This cooperative partnership has carried on through Blitz Two and beyond, offering bodyshops valuable, concrete advice and facts. One such fact from WSPS’s John Aird found that within a single year’s time after Blitz One: “The autobody repair industry…reduced the total injury rate (lost-time and non-lost-time injuries) by 11.6%.”

WSPS, in conjunction with CIIA, offers fur-ther custom programs, and is presently working on a new training video and e-learning program on correct auto-lifting procedures, both to be made available at www.wsps.ca. The organization has also developed a new online booklet with a handy attached work-tool, entitled Assessing Hazards in an Autobody Repair and Collision Shop. An MOL Health & Safety video on correct autobody shop procedures, including lifting techniques, can be found on the CIIA site (www.ciia.com), as well as a comprehensive list of what repair shops need to know in general about health and safety. In addition, the Ministry of Labour routinely works with the Ministry of the Environment and the Ministry of Training Col-leges and Universities to ensure industry workers and apprentices have the skills they need to keep them, and others around them, safe.

The CIIA’s John Norris says smart bodyshop owners and operators must keep on top of changes within the industry, and should listen especially to newcomers in their field, because improved health and safety training means these people might have something valuable to offer: “Change is not an easy thing for anyone. But the bottom line is you can’t repair cars like you did 20 years ago.”

by Leslie Smith

Closer Inspections, Improved Training Key to Saving Lives and Money

Health & Safety On

The Shop Floor

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Generic parts are an accident waiting to happen.

Announcing Kia Wholesale Parts. Now available at your Kia dealership.

The original fit, finish, and durability of Kia Wholesale Parts are now available for your collision repairs.

So don’t settle for generic parts. Contact your Kia dealership for the wholesale parts you need.

Precision engineered for factory fit and finish

Exceptional strength and reliability

Quality construction for maximum durability

Covered by Kia warranty

kia p13.indd 13 13-06-04 11:20 AM

14 Bodyshop l July 2013 l www.bodyshopbiz.com

BodyshopConcours Collision Centres~CSN

Ken Friesen wins this year’s top industry honours due to his relentless quest for perfection and commitment to industry.

of the Year 2013:Collision repair is filled with professionals whose lives are devoted to the industry. However Ken

Friesen¸ president of Concours Collision Centres~CSN, stands out as one of the sector’s most

highly visible personalities. He refers to the Calgary-based shops he built up over the past three

decades as his “three babies.”

This dynamic industry veteran, whose 60 employees

serviced about 4,000 cars and generated $12 million

in sales last year, was quite surprised when he

learned that Concours was nominated Bodyshop of

the Year for 2013, for its efficient production

practices, long-term growth, and Friesen’s ongoing

industry contributions.

bodyshop of the year profile

Ken Friesen (centre, in white shirt) with the crew in front of Concours Collision Centres~CSN.

By Peter Diekmeyer Photography by Melissa Molloy

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bodyshop of the year profile

Continued on page 16

“That last part is a bit exaggerated,” says Friesen modestly. “I learnt long ago that the more you interact with your community – including competi-tors – the more you get back. These things are never a one-way deal.” To illustrate his words: Concours Colli-sion Centres~CSN supports a slew of local efforts such as the Alberta Guide Dog Services, participates in Alberta’s provincial apprenticeship pro-gram, and makes a conscious effort to be a good environmental steward. These efforts have paid off in a higher profile, more traffic, and a qualified, young, and stable work force whose average age is just 30.

However, it was Friesen’s long-time participation in industry “20” groups such as PPG MVP and CSN Collision & Glass, in which stakeholders from a variety of shops gather several times a year to exchange tips on how to more effectively service clients, that has generated the biggest returns.

“I learnt long ago that you can’t do much to change labour rates. But what you can do is operate more efficiently,” says Friesen, a founding member and the first chairman of the Canadian Colli-sion Industry Forum who is frequently called on to give manage-ment presentations to other industry professionals. “In 1998, I got involved in the Coyote Vision Group, where I became increasingly aware of Toyota production systems, Theory of Constraints (TOC), and other productivity-enhancing techniques. Since then, our shops have been increasingly run using Lean practices and the Japanese-inspired ‘Kaizen’ philosophy of continuous im-provement.”

From the ground upFriesen, who has been toying with cars since he was 13, built his business from the ground up. He started in the industry at 17 and quickly became known as a Corvette specialist, a car he loves to this day. Although Friesen never completed high school, he quickly earned an honourary doctor-ate from the College of Hard Knocks. By 21, he had already founded his first facility and gone bankrupt, a process that proved to be exception-ally painful.

“I spent four years paying my bills back,” says Friesen. “But it is one of the best things that ever happened to me. Because it took so long, it forced me to think of all of the things that I did wrong. I vowed that if I ever started up again, I would learn from those mistakes.” Those reflections formed the foundation of Friesen’s later fascination with Lean strategies, which are applied throughout his shops. “Keep it simple. Grow slowly. Don’t spend money that you don’t have,” says

Friesen. “Much of what you need to know about running a business comes down to simple common sense and applying a little self-discipline.”

By the age of 25 Friesen was back in business again, first with a partner, Larry Forest, with whom he opened Professional Autobody & Fiberglass Ltd. Three years later, he sold his stake in the business, which remains in operation to this day. In 1981, Fri-esen opened the first location of what would become Concours Collision Centres~CSN (then known as Con-cours Autobody). In 1990, the com-pany moved to a 30,000-square-foot building on 42nd Avenue in Calgary.

The opening of a second 18,000-square-foot outlet, adjoining the Crowfoot Shopping Centre in the northwest part of the city, followed in 2001. Last year, Concours opened a third collision repair centre, a 16,500-square-foot facility in the Royal Oak area.

Married to the businessLike almost any industry, collision repair has a bad habit of over-looking back-office and non-line functions, which are often just as crucial to smoothing workflows as the operations themselves. For example, 39 of Concours’ employees are shop floor technicians, but 21 perform other functions, ranging from maintenance and running the office to dealing with insurance companies and generating new business.

In that respect, Friesen has a key ally in his wife Fiona Maxwell, a Certified Management Accountant, whom he credits with a large part of the shop’s success. “She is extremely detail-oriented and has become a trusted advisor, who often comes up with insights that I missed,” says Fri-esen. “It is a valuable partnership.”

One of the couple’s biggest chal-lenges has been navigating Concours through the continuous changes con-stantly reshaping the industry. “Car construction has evolved consider-ably over the years, from full-frame to unibody structures, and tolerances that are far lower than in the past. These have significantly enhanced quality. That means less business for

repair centres,” says Friesen. “But the result has been increasingly complicated technology; even headlights are now often computer-controlled. This requires increasingly expensive machinery and equip-ment to maintain. So it takes much more capital to open a shop than it once did.”

Friesen runs a tight ship and has perfected the “Lean system.” This is the area where the team meets every morning to prep for the day.

Bodyshopof the Year 2013:From left: Tark Sadden, general manager, South; Kari Barton, director of

business development; Fiona Maxwell, CFO of Concours and Ken’s wife; Ken; Lenny Houweling, general manager, Royal Oak; and Riley

Chalmers, general manager, Crowfoot.

p14,15,16 bod of the year.indd 15 13-06-12 1:08 PM

16 Bodyshop l July 2013 l www.bodyshopbiz.com

Continued from page 15

Looking towards the futureAs with all major mile-stones, Friesen is taking ad-vantage of his Bodyshop of the Year award to reflect on his accomplishments and begin setting new goals. Al-though his “college of hard knocks” curriculum includ-ed few books, Friesen has long made up for that by reading extensively on his own. He also takes an active interest in professional devel-opment and education. For example, he recently allowed

an MBA student to run a case study about Concours Collision Centres~CSN, and claims to have likely learned as much from the questions that the student was asking as the student learned from his answers.

In keeping with Friesen’s moderate attitude, future goals will no doubt consist in large part with continuing to generate operational efficiencies at Concours Collision Centres~CSN, particularly at its new Royal Oak facility. “The centre has been doing exceptionally well from the get-go,” says Friesen. “But we won’t take that early success for granted. We need to make sure that new clients not only remain clients, but also that they refer new business to us.”

In recognition of

your exceptional achievements

Charlesglen Toyota Scion would like to congratulate Ken and the entire staff of Concours Collision Centres on being awarded the Bodyshop of the Year accolade.

We are proud to be associated with a team that’s always going above and beyond.

From Glen, Todd, David, Tim and staff atCharlesglen Toyota Scion

Paintless dent repair at the Southeast location. “People always want to call it ‘debtless paint repair,’” Friesen laughs.

One milestone that Friesen is looking at with less concern is his ap-proaching 60th birth-day, which he regards as just another number. Thoughts of retirement, or even of just slowing down, are rare. “I love what I do. I love the people, the industry and the constant challenges of dealing with change. My biggest problem,” he jokes, “is that while I am proud to accept this award, I now have to figure out how I am going to top it.”

Taylor Boyce, a body technician apprentice at the Royal Oak location.

Evert Sweep works on a car at the Royal Oak location.

p14,15,16 bod of the year.indd 16 13-06-12 1:09 PM

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computer

SoftwareGets Mobile

By Peter Diekmeyer

Mobile, tablets, and the cloud are spawning a series of collision repair back-office innovations.

18 Bodyshop l July 2013 l www.bodyshopbiz.com

At first glance, you’d think that advances in mobile devices, tablet computing, and social

media would have little effect on the collision repair industry. However, according to

back-office software providers, these and other information technology innovations are

facilitating the development of a slew of new productivity-enhancing solutions.

Continued on page 20

p18,20,22 computer.indd 18 13-06-12 1:11 PM

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“The technology saves bodyshops and customers time because it eliminates

the need for phone calls in many cases,” says Giagnacovo. “The new solution offers shops a more effi-cient and direct connection with consumers and has proven to be

a powerful marketing and sales tool. We’re building on advances in communica-tion technology and bring-ing profitable, innovative, real-world solutions to the market.”

Mitchell International supplies collision repair facilities with a full suite of

targeted estimating and shop management tools. The

firm’s Mike Jerry, general manager and vice-president

(Canadian operations) says, “The business is always evolving and we have to adapt to

keep up. For example, we have been seeing increasing demand for software analytics, customer satisfaction tracking, and other solutions to help businesses maximize profit.”

Another growing realization is that businesses need to optimize total lifecycle expenses to get the best value from software purchases. Jerry notes that the initial purchase price of a soft-ware solution represents only a small proportion of its total ownership cost. To calculate that, buyers also need to calculate the money they spend in installing the solution, training employees how to use it, as well as the regular cost of mandatory updates.

These challenges have sparked increasing demand for cloud-based solutions, in which the services bought are hosted on a remote server, maintained and updated by the provider, who then charges a fee for use. This type of solution is also sometimes more widely recognized as a Software as a Service (or SAAS) model.

Mitchell’s RepairCenter hosting solutions have seen consistent growth since they were introduced two years ago. According to Jerry, Mitchell used Apple Computer’s template when designing RepairCenter, which enables clients to download a variety of tools and allows developers to design and market new applications that integrate into the solution.

According to Frank Terlep, CEO and “Lead Sherpa” at Sum-mit Software and Marketing Solutions, which markets collision repair and customer management software, process consulting and education solutions, adapting existing product offerings to new mobile technologies is a major industry trend. That said, this is not an issue with Summit’s eMarketPlace platform, which has long been 100% Web-based.

“We see digital marketing, communications, and customer retention software as the next major breakthrough,” says Terlep, who notes that sales are growing quickly for eMarketPlace,

20 Bodyshop l July 2013 l www.bodyshopbiz.com

computer Continued from page 18

Not surprisingly, suppliers in this increasingly competitive industry are rushing to fill the demand. For example, earlier this year Audatex Canada launched a bilingual version of its Autowatch service solution that enables users to track the progress of their vehicle’s repair through an interactive website.

According to Anthony Giagnacovo, Audatex managing director, the system is already widely used in the United States and enables the insurer, the consumer, and the bodyshop to share information through Facebook, SMS, and email based on data and photos that are regularly uploaded. Que-bec-based insurer SSQauto was the company’s first Canadian client for the new solution, which was launched in January.

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Continued on page 22

p18,20,22 computer.indd 20 13-06-12 1:12 PM

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Dupont exalta p21.indd 21 13-06-04 11:35 AM

computer Continued from page 20

Did you know that when you arespraying a catalyzed paint product ina spray booth or prep deck, theproper personal protection equip-ment is an air-supplied respirator?Air supplied respirators must be sup-plied with Grade “D” Breathable Air.Quality Air Breathing Systems are de-signed to provide Grade “D” Breath-able Air from your existing compressed air system, for com-pliance with current CSA Standards when using an air supplied respirator. Systems sized from one person to twelve persons at the same time. We o�er complete systems, with proper �ltration and carbon monoxide mon-itors, panel mounted, and ready to use. Available in belt mounted, wall mount, and portable versions.

which he claims is the only one of its kind in North America. “This solution – which is not new to the rest of the world, just to the collision repair industry – provides businesses with a better opportunity to ‘own’ customers who already know and like their work, for life. That’s important, because customers that you work well with tend to be the most profitable ones.”

One of the biggest continuing innovations in the collision repair industry, says Diane Chainé, president of Progi, supplier of ProgiParts, is the increasing integration of business supply chains. The software, which is used by more than 600 collision repair facilities across the country, enables collision repair shops to find alternative OEM, aftermarket, or recycled part options they need for a particular repair, based on a given estimate.

Progi is also working on a new innovation, Progisync, which will provide insurance companies and the general public with online access to a collision repair shop’s schedule, so that they can book estimating or repair appointments via the Web. “It’s all about closer collaboration,” says Chainé. “The more that work flow players can integrate their IT systems, the more they can boost productivity.”

Audatex’s Giagnacovo quickly settled into his role, which he took on at the beginning of last year. Since then, this software industry veteran, who spent several years abroad at leading software companies like PeopleSoft, Adobe, and Perceptive, has been overseeing a series of changes, innovations and new product introductions that have seen the Canadian division grow from 17 to 70 employees in just 17 months.

Audatex, which is widely known in the collision repair industry for its claims man-agement and estimating software, has been working to enhance other innovations like AudaVin which enables repair shop estimators and insurance appraisers to tap into selected manufacturers’ databases to access vehicle-specific data that is critical for the calculation of accurate damage repair costs, total valuation accuracy and for the completion of an estimate. This is data other-wise unavailable using tradi-tional vehicle identification methods.

Focused tools like First Choice Auto Repair Systems’ Parts EZpartorder.com have also arisen to provide ways to create efficiencies. For its part EZpartorder.com acts as an electronic purchasing agent that streamlines the parts pricing request process, reducing an hours-long task to only a few minutes. With EZpartorder.com you use your supplier list. You generate orders from your estimating system or enter them manually. Multiple orders are processed with the click of a mouse. Images can be attached to ensure accurate order fill, pending orders can be reviewed, and parts status can be checked without the need to phone suppliers. The Web-based application and the data reside on the secure EZpartorder.com server, which eliminates data security concerns, too.

22 Bodyshop l July 2013 l www.bodyshopbiz.com

p18,20,22 computer.indd 22 13-06-12 1:14 PM

Think of us as an extension of your shop. From Automotive Coatings to all of the RepairMaterials and Supplies you need to get the job done right. Low to high volume shops. Waterborne to Solvent. We’ll match a Refinish System to your shop to improveproductivity and your competitive edge. Paint – it’s what you do. It’s all we do.

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Probably the most expensive consumable in your bodyshop is paints and coatings.

So it’s only natural when you’re watching your bottom line to look for the best price, without compromising essentials such as quality, fast and efficient throughput, and meeting low-VOC requirements, especially with solvent-borne products. The automotive paint sector has become a highly competitive one, and the shop is the winner, as companies continue to produce better quality – even astonishingly good quality – products at the best possible price levels.

The big news in this segment at the moment is Dupont Performance Coatings’ rebranding to Axalta Coating Systems. According to the firm’s Lori Fleming, the rebranding will allow the company to focus purely on its coating lines and related products, and on presenting a clear commit-ment to its customers worldwide. The company will continue to produce products

24 Bodyshop l July 2013 l www.bodyshopbiz.com

including such popular and well-known brands as Cromax Pro basecoat, Spies Hecker, and the Standox portfolio of products, as well as useful tools such as its Acquire Plus EFX handheld spectropho-tometer that makes finding the perfect colour match easy, even with complex coatings such as metallics, pearls, and special effects.

Debbie Nucciarone of PPG Canada Inc. identifies ease of application and faster processing times, including faster cures at lower temperatures, as the prime concern of shops today. PPG’s Envirobase High Performance and Aquabase Plus water-borne basecoats, both of which feature time-saving features such as non-stir toners and anti-settle technology, are formulated for excellent sandability and ease of use. Last year, the company introduced Water-borne Speed Prime, a state-of-the-art primer surfacer designed to go with the company’s

paint innovations

waterborne basecoats, that can be applied direct to metal and air dries ready for sanding in less than thirty minutes.

Despite VOC restrictions in Canada that match the toughest U.S. regulations, some Canadian shops still rely on solvent-borne technology and equipment to effect repairs, since (among other reasons) the switch to waterborne equipment is a major and costly investment that not all shops, especially smaller ones, are ready to make. Whether the shop has switched all or part of its operations over to waterborne, says Ken Papich of Matrix System Automotive Finishes, “The Canadian bodyshop’s single largest challenge is finding [paint lines] that meet stringent regulations, meet customer expectations of invisible repairs, are easy to use and affordable, and don’t require costly or specialized equipment to

Fast, Clean, and ClearThe latest technologies in paint and related coatings are easy and fast to apply, dry clear

and sand well, meet VOC standards – and keep the bottom line in mind.

By Martha Uniacke Breen

Continued on page 26

Photo courtesy of PPG Canada Inc.

p24,26 paint.indd 24 13-06-12 1:19 PM

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SATA P25.indd 25 13-06-04 11:40 AM

paint innovations

26 Bodyshop l July 2013 l www.bodyshopbiz.com

apply.” Along with a full line of waterborne products, Matrix’s MPB-LV line provides a viable low-VOC solvent-borne alternative, complemented with compliant primers and clearcoats. The company says their MPB-LV Premium Low VOC Solvent basecoat outperforms many major water-borne equivalents. Papich points out that they’re also competitively priced, saving as much as 30-50% over competitors’ products.

Pro-Spray has focused its attention even more closely on producing a premi-um quality product at an eco-nomical price, and forgoes what the firm’s Tom Gardner bluntly calls “the fluff,” such as major consumer marketing campaigns and racecar sponsorships. The company produces both waterborne

products and VOC-compliant solvent-bornes at reasonable cost. The company’s lower overhead means it can focus purely on issues such as high-quality colour match, ease of application, quick and thorough coverage, and fast drying. “When you buy a can of paint, you’re buying a lot of things,” he says. “We just concentrate on the paint, and we pass that savings on to the shop.”

To keep down production costs and provide high quality products that can meet or beat the big guys’ prices, some smaller manufacturers have opted to offer a more limited range of products that do their jobs well. Southern Polyurethanes started in the restoration and hot rod mar-ket, and brought that “boutique” attitude to its products for the general collision repair market. (True to its Southern U.S. roots, however, the company’s products are being exclusively used in the current restoration of Waylon Jennings’s truck in Chatham, Ontario.) According to SPI’s Doug Kennedy, the company’s Epoxy Primer is available in four basic colours and, while it’s designed for the general collision repair market, is particularly pop-ular with restorers and custom refinish shops, since it can be applied to bare metal, provides excellent corrosion resis-tance and adhesion, and dries to a smooth finish. Another popular SPI product, the top-of-the-line 2.1 VOC Universal Clear, can take as many as four coats and dries to a mirror-like finish.

Whether it’s compliant solvent-bornes, waterbornes that dry and sand quickly and beautifully, a hot-rod finish, OEM-quality colour matching, or a balance of all these combined with the imperative of keeping costs to a manageable level, this is one category where ultimately the shop is in the driver’s seat.

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Continued from page 24

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28 Bodyshop l July 2013 l www.bodyshopbiz.com

Automotive Internet DirectoryVisit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com. To find out how your organization can be included in this directory and on the web, contact [email protected]

AUTOMOTIVE PARTS & ACCESSORIESAisin World Corp. of America, Inc. (AWA),

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Goodyear Engineered Productswww.goodyearep.com/aftermarketResearch and testing. Just two of the reasons Goodyear automotive replacement products deliver the

ultimate in performance and value.

NGK Spark Plugs Canada Limitedwww.ngksparkplugs.caThe World Leader in Spark Plugs, Oxygen

Sensors and Ignition Wire Sets. Used by 87% of the World’s OE Manufacturers

S.B International Inc. www.sbintl.com“We keep engines humming”

AUTOMOTIVE RECYCLERSCarcone’s Auto Recycling and Wheel Refinishingwww.carcone.com

With over 32 years of experience Carcone’s Auto Recycling & Wheel Refinishing is your one stop for quality recycled products and wheel refinishing needs. Call today at 1-800-263-2022 or visit us on line at www.carcone.com

Standard Auto WreckersView Our Online Inventory @ www.standardautowreckers.com or call 416-286-8686. Experienced Shipping

Department to Ensure Parts Arrive Safely.

BUSINESS MANAGEMENT SERVICES

The Automotive Aftermarket E-Learning Centre Ltdwww.aaec.ca AAEC - BEST - Business Evaluation Support

& Training - Instructing and Coaching with the Proven Business Management Tools that drives a shop’s Bottom Line, Team Culture and Marketplace Credibility.

HAND CLEANERS

GOJO Industries, Inc.www.automotive.gojo.comGOJO is a leading manufacturer of skin care products and services for

many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

REFRIGERANTDuracool Refrigerants

www.duracool.comNationally Distributed by: Deepfreeze

Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology. Guaranteed In writing not to harm any Mobile A/C System. You can feel the Difference that Quality Makes. “Our Formula Never Changes”.

TOOLS & EQUIPMENT

AIR LIQUIDE CANADA INC.www.airliquide.caYour one-stop shop for all your industrial gases and welding supplies.

Auto Test Tools.caYour one stop for specialized diagnostic

tools and accessories. Contact; www.auto-know.com, [email protected], 1-800-665-8773

WAREHOUSE DISTRIBUTORS & BUYING GROUPS

Bestbuy Distributors Limited

www.bestbuyautoparts.caIndependent buying group and warehouse distributor that allocates

its profits to member shareholders and provides unbeatable value for independent jobbers.

The E.R.I. Groupwww.theerigroup.comCanada’s Premier Machine Shop Buying Group

xxJOBBER NEWS / JULY 2013

AUTOMOTIVE ELECTRONICSAllan’s Automotive Electronics Ltd.

www.allansautomotive.comPhone: 780-469-8060Your Automotive Test Equipment Repair Specialist Tool Sales and Service.We provide service and warranty for most makes of automotive test equipment.

ADVERTISERS INDEX

Company ............................................................................................................................Page #

AAPEX (Automotive Aftermarket Products Expo, www.aapexshow.com) 9

JULY iNTERNET.indd 29 13-06-17 10:29 AM

Anest Iwata 7 www.ANESTIWATA.comA.P.T. Auto Parts Training 8 www.apt-autoparts.comAxalta Coating Systems Canada Company 21 www.axaltacoatingsystems.comBMW 32 www.bmw.caCarstar 9 www.carstar.caCharlesglen Toyota 16 www.charlesglenscion.comDuPont Performance Coatings 5 www.cromax.dupont.com FBS 27 www.fbs-online.comFord Parts and Service 2 www.OEConnection.ca/shopH & S Autoshot 20 www.hsautoshot.comKennedy Paint Consulting 19 www.southernpolyurethanes.comKIA 13 www.kia.comMaaco 10 www.maaco.caMartech Services 22 www.breathingsystems.comMirka 26 www.mirka.comPro-Spray Automotive Refinishes 31 www.ProSprayFinishes.comRBL Products 29 www.rblproducts.com/indexgraphical.htmSATA 25 www.sata-2.comSherwin-Williams Automotive Finishes 23 www.sherwin-automotive.comWedge Clamp Systems 17 www.wedgeclamp.com

advertiser index

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survey

30 Bodyshop l July 2013 l www.bodyshopbiz.com

I t will come as no surprise to anybody in the collision industry that the apprenticeship situation is viewed as being one of the most

critical issues facing shops.Our survey shows that most apprentices currently working in

facilities arrived in the trade out of their own initiative – but not all, with a considerable number (about half the total of the first group) coming from the friends-and-family pool.

It is notable that the generally positive experience most respon-dents had with the apprentices themselves, their experience with the apprenticeship system, and efforts in getting apprentices, is actually getting worse, in fact much worse.

Low door rates were blamed by many for making it difficult for shops to accept the burden of apprenticeship, with many others pointing to the lack of quality apprenticeship candidates – nearly a third of respondents did not currently have an apprentice on staff – and a number of comments pointed to the lack of clarity, confusing messages, and the fact that shops don’t always know the rules sur-rounding apprentices as being a problem.

The Push for Clarity“I am dazed and confused with what in the world the apprenticeship board is attempting to do with the autobody trade,” reports one Alberta shop. “It has changed so many times in the past 10 years, I have no idea what is required to be an apprentice any more in our trade.”

“Provide students with a much clearer path to apprenticeship; currently there are multiple messages and mixed signals,” says another shop. “Provide employers and employees, especially journeypersons, with some professional learning on how to work with youth related to skill assessment and responsive learning environments.”

Timing is Everything“The course, 90% of the time, is in our peak season,” commented a shop. “We would like more courses in September/October, and also March/June. Also, our apprentices have a difficult time receiving their unemployment [insurance] on time, which puts financial strain on them.”

APPRENTICESHIP DRIVE HURT BY MULTIPLE FACTORS

“I have personally spoken with the government rep on trades about our concerns with techs going to school during crash season (when we need them the most), and then having to support them during the summer months (slower periods),” replied another shop. “After several phone meetings, the school is going to change to benefit the shops instead of instructors,” adding that school and financial aid issues also hurt the apprenticeship experience.

The Best Path Forward“We find the more skilled and knowledgeable apprentices have gone through the one-year pre-employment program. Unfortunately, young people who want to get into the trade, of which we have none currently registered with our trade school, cannot afford to attend school for a year. Young people interested in the trade are forced to start in the detail bay, where they may stay for up to a year or more to help them build apprentice hours until they can start school, or they will get discouraged and find a better-paying trade. What will our in-dustry do in the next 10 years when retirement of tradespeople in the industry starts to seriously affect the collision repair trade?” says Cheryl Cotton-Schmidt, CARSTAR Collision Centres in Saskatoon, Sask.

“The apprenticeship system is designed to operate the best when it is full of apprentices. We as collision repair facilities need to under-stand that it is our job to fill the program and guarantee apprentices that we will see them through. We need to train new people from within, not drain the program by not sending people and/or taking apprentices from each other,” says Lenny Houweling, Concours Collision~CSN, Calgary, Alta.

p30 JULY SURVEY.indd 30 13-06-12 1:25 PM

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BMW p32.indd 32 13-06-04 11:31 AM