WORKING TOGETHER MAKES US BETTER INSURERS EDUCATORS SUPPLIERS SERVICES REPAIRERS OEM SSTAY CONNECTED 4 ASK RTS: Repairability Technical Summits Foster Industry Problem Solving 6 World Class: Momentum Builds for I-CAR’s Chicago Tech Center 9 BUSINESS TOOLS & TIPS: Happy Employees = Happy Customers 12 GUEST EDITORIAL: The Path to Progress Begins with Patience 22 Gold Class Profile: Alicia Ellen 26 Fueling I-CAR’s Vision and Mission 28 NIAC Strengthens Instructor Experience 31 WHAT’S NEW AT I-CAR 16 IN THIS ISSUE The I-CAR ® Collision Reporter™ magazine is dedicated to helping navigate the rapid changes happening within the collision repair industry by providing exclusive insights, resources and solutions. EDITOR Nick Notte CONTRIBUTORS Blake Baker Lori Barrington Joe Burda Mark Bochenek Alicia Ellen Dustin Harrier John Helterbrand Walter Malec Norman Markham Nick Notte Ron Olsson Steve Olson Joe Rector Aaron Schulenburg SeyferthPR Scott Van Hulle SUBMISSIONS Collision Reporter welcomes story ideas helpful to advancing topics and learnings within the collision repair industry. If you would like to share a story idea, please e-mail Editor@I-CAR.com. Collision Reporter is published four times a year by the I-CAR Marketing Department, 5125 Trillium Blvd., Hoffman Estates, IL 60192. EDITORIAL POLICY Collision Reporter accepts no outside or third-party advertising, sponsorships or endorsements. Opinions expressed in Collision Reporter are not necessarily those of I-CAR. ABOUT I-CAR Founded in 1979, I-CAR is a not- for-profit education, knowledge and solutions organization designed to support the evolving needs of the Collision Repair Inter-Industry. I-CAR is focused on improving the quality, safety and efficiency of auto collision repair for the ultimate benefit of the consumer. 2022 ISSUE 18 Varying Insights, Common Goals 2 I - CAR COLLISION REPORTERThere’s probably not a topic that gets me more energized than that of collaboration. After all, I-CAR’s 42-year-old mission is anchored in a neutral, collaborative relationship with all six segments of the Inter-Industry: collision repairers, OEMs, insurers, suppliers, educators and services. When one or more segments strengthen, we all benefit. The opposite holds true, too; when one or more segments face challenges, a ripple effect is felt by all. During these past two years, our industry has met head-on with some trying ones. From COVID to the talent crisis to supply chain disruptions, our plate is beyond full. RESILIENCE AND TENACITY Yet common to all segments is a collective resilience and tenacity. Throughout my career, I’ve witnessed plenty of each, but the inspiration I’ve felt over the past 24 months has never been greater. I’ve watched enormous struggles turned around into huge successes and saw new ways to celebrate small but hard-won incremental wins. In this issue of I-CAR’s Collision Reporter, we’re serving up some important examples of industry collaboration. That doesn’t mean we’re an industry void of conflict or disagreement. In fact, as Aaron Schulenburg, executive director of Society of Collision Repair Specialists (SCRS) points out in “Progress Through Patience”, collaboration is often rooted in conflict. ALIGNMENT AROUND THE TABLE Each segment can often “agree to disagree” over nuances and considerations important to each segment, but gather “round the table” to align on larger issues as shown in our “Driving the Conversation” roundtable. DRIVEN Collision Center Owner Alicia Ellen shares a candid account of “rebuilding from the rubble” of COVID and personal setbacks, and how “leading with heart” has won over her staff and customers. Steve Olson, managing partner of Louisville (Kentucky) Collision Center, serves up an extraordinary view of how COVID refocused the shop’s workforce priorities for the better, after nearly shuttering their doors. One of the brightest examples of industry collaboration continues to unfold in Vernon Hills, Illinois, home of I-CAR’s new Chicago Technical Center (CTC), and we take you inside the extraordinary developments underway to advance training on behalf of the industry. As we navigate forward in the New Year, thanks to all of you for sharing the wheel. NICK NOTTE Vice President, Sales & Marketing I-CAR RIPPLE EFFECTS 3 THE COLLABORATION ISSUEASK RTS When I-CAR created the concept of facilitating Repairability Technical Summits in 2016, its goal was to gather Inter-Industry peers and experts who represented OEMs, Collision Repairers, Insurers, Suppliers, and other segment partners to discuss and solve over-arching technical collision repair problems. It was a concept of collaboration that was and continues to be a foundational principal for I-CAR – with each group representing a different industry lens – coming to an agreement on a specific issue, resulting in a “best practice” to be shared throughout the field. In the spirit of collaboration, that inaugural summit was a resounding success, recalls Scott Van Hulle, I-CAR Manager, Repairability Technical Support ® (RTS) and OEM Technical Relations. “But the only way we could do this was through honest discussions where participants could speak freely. No politics or hidden agendas. So we had to agree right up front that these would be ‘closed door’ meetings, with no media allowed to attend. I really think that created the environment necessary to discuss the information gaps within our industry and then solve for those technical issues.” Over the years more than 15 Summits have been held, either in-person, or during COVID, virtually. Repairability Technical Summits have created and vetted a variety of standards and “best practices” that are housed on I-CAR.com/RTS. REPAIRABILITY TECHNICAL SUMMITS FOSTER INDUSTRY PROBLEM SOLVING 4 I - CAR COLLISION REPORTERThe degree of industry changes that have taken place since that first Repairability Technical Summit was held is reflected in the topics that have been featured in articles over the years. In 2016, the Summit discussion focused on creating common terms around collision repair diagnostic definitions. “While so important to define then, today it has become common knowledge,” Van Hulle commented, “especially when you look at the types of best practices we have focused on now: for example, High Voltage Disconnecting ASK I-CAR “LINKING PINS” BUILD UPON PUBLISHED “BEST PRACTICES” I-CAR’s technical teams continue to lead the industry forward with ADAS and EV education through Repairability Technical Summits, research, ongoing RTS updates, and “Ask I-CAR” real-time tech support. The tech team also created the “Linking Pins” process years ago, researching questions that have been raised as a result of an “Ask I-CAR” inquiry that isn’t readily available in the OEM information. This is where the OEM “Linking Pin” process comes in as it provides the RTS team an immediate pathway to an OEM or product/tool maker. A special direct communication is provided by I-CAR to the inquiring party, and from there, the question is escalated to the correct technical expert within the organization. The turnaround time could be the same day or take longer depending on the complexity of the repair question/clarification. However, because the “linking pin” question may “Linking Pin” Questions Logged Since 2014 through 2021: 1,043 Closed Linking Pin Questions (submissions resolved by OE/Supplier) End of 2021: 766 Open Linking Pin Questions (submissions still being addressed by OE/Supplier) End of 2021: 277 and Initialization Procedures. As vehicles become more sophisticated our industry must also adapt to these complex changes, so must the subjects and issues we discuss at our Summits.” In 2021, there were 10 best practices articles posted on the RTS website. The information and detail from them finds their way into I-CAR course curriculum, RTS articles, direct feedback to the OEMs, and future improvements to OEM inspection information and processes. actually be unique and “unexplored territory,” there may be a need to forward it to an OEM engineer for further analysis, testing, perhaps consideration of a new solution, which could take some time. In these cases, while the answer may not help a technician with the current repair, the answer will likely help in future repairs and the industry at large. “LINKING PIN” FAST FACTS 5 THE COLLABORATION ISSUEWorld Class Jeff Peevy, I-CAR Vice-President-Technical Products, Programs and Services, can’t be more excited about the expansion of I-CAR’s technical capacities. Building upon the solid foundation of resources at I-CAR’s Appleton, Wisconsin Tech Center, Peevy is leading the development of an entirely new complementary resource – The Chicago Technical Center (CTC). “This will be a first for our industry-there is nothing like this anywhere in the country,” he said. “This facility enables the future of educational programming and learning.” Construction is fully underway, renovating a 48,000 square foot Vernon Hills, Illinois, facility into a leading site to provide enhanced levels of accessibility for industry partners and learners, with dedicated areas for ADAS, Telematics, and Electric/Hybrid Vehicles, CONTINUED ON PAGE 8 > Momentum Builds for I-CAR’s Chicago Tech Center Work continues on the CTC Labs and Classrooms. 6 I - CAR COLLISION REPORTER• In addition to dedicated ADAS and EV “labs,” the CTC will offer a “Flex Lab” to accommodate customized industry needs. Six EV charging stations are also featured. • The Learning Design Studio, complete with digital walls, will be a CTC hallmark, showcasing the latest in learning technologies and innovations to improve the learner experience for educational programming. • The site will contain controlled environment variations for performing ADAS calibrations to enable comprehensive research. • The facility is being designed to provide the backdrop for future virtual reality opportunities. • The new location will host industry workshops and live classes for technicians and vocational students as well, serving as a Chicagoland training site for I-CAR, within 30 minutes of O’Hare International Airport. CTC FAST FACTS Walls go up for the Labs. A freshly poured pit for the ADAS Lab Alignment Rack. 7 THE COLLABORATION ISSUEWORLD CLASS CONTINUED as well as research into rapidly growing and emerging educational technologies such as AR (Augmented Reality) and VR (Virtual Reality). The CTC represents a massive collaboration with Inter-Industry partners to support the industry as it continues to face massive changes in technology. I-CAR’s Appleton Tech Center is also slated to receive renovations this year. Both the CTC and Appleton projects will share a consistent look and will reflect enhancements designed to improve the quality, safety and health of the environments for I-CAR staff and visitors. “Our team has been working around the clock to reimagine the future of training amid one of I-CAR and Collision Reporter will continue to provide information and an “insider’s view” as the CTC nears completion. For construction updates, go to I-CAR.com. the most profound eras in vehicle history,” Peevy continued. “For example, the CTC offers a ground-up design, with working training and research labs that will continue to evolve and change to meet learners of the future virtually and in-person.” We’re dedicated to new learnings and innovations, and the CTC will underscore this philosophy in every nook and cranny with intentional, relevant and robust offerings.” Work progresses on the CTC main entrance. Entrances to the ADAS, EV and Flex labs. Entrances for vehicles to be worked on. Offices at the CTC. 8 I - CAR COLLISION REPORTERBUSINESS TOOLS & TIPS Happy Employees = Happy Customers It was a milestone for the books: in January, 2020, Louisville Collison Center (LCC) hit its largest sales month in its six-year history, hosted a “Grand Opening” community celebration to commemorate a $1 million expansion and renovation of its 39,000 sq. ft. shop and 15 days later earned national recognition for the second consecutive year as the #1 BMW Certified Collision Repair Center in the country. COVID Focuses Spotlight on Workplace Flexibility, Stability & Teamwork WHAT COULD POSSIBLY GO WRONG? Thanks to COVID, quite a lot. For starters, the very next month (March 2020), revenues tanked by 90%, forcing Steve Olson, LCC’s managing partner, to implement sweeping layoffs and move some full-time employees to part-time status. “It was a big climb and escalation, then all smacked in the face by COVID,” he said. “You can imagine the panic and concern.” As hard as those dark days were, the business lessons learned from COVID completely transformed the business, helping it to achieve its best revenue year ever in 2021. Also, 23 of the company’s STEVE OLSON Managing Partner CONTINUED ON PAGE 10 > 9 THE COLLABORATION ISSUENext >