Ford
 launched
its new Certified
Collision Repair Network in November 2003. The national rollout will include about 400
dealers in 35 to 40 markets.
Tampa, Florida, June 2004 – A new Ford Motor Company
Certified Collision Repair Network (CCRN) opened here at
Bill Currie Ford today, ready to provide the highest level
of customer satisfaction and quality collision repair.
That’s the mission of the company's Customer Service
Division national network of Ford, Lincoln and Mercury
dealer-owned collision repair centers.
“In addition to providing customers in the Tampa Bay area
with top-quality vehicle repairs, this new program is
designed to meet the needs of both the insurance industry
and dealers who want to enhance and improve their current
operations,” said Dan Townsend, CCRN program manager for
Ford Customer Service Division.
The national rollout began in November and eventually will
include 35 to 40 markets and about 400 U.S. Ford, Lincoln
and Mercury dealers. The rollout will be completed in 2005.
Before a dealer can participate in the CCRN program, Ford
experts inspect each collision repair shop to ensure that
they meet tough acceptance criteria. During the rigorous
certification process, which follows an intensive ten-week
training and program implementation stage, an independent
third party company inspects estimating procedures, repair
quality, equipment availability, training levels, mandatory
government licenses and customer satisfaction data.
Bill Currie Ford's Body Shop has 35,000 square feet. Leader in
the implementation of Fast Track, a rapid repair process that
expedites non-structural repairs. |
Bill Currie’s body shop has been serving the Tampa bay
area for over 40 years. First to be Gold class certified by I-CAR in
1991, and has maintained the Gold Class certification for
over 15 years. "Certified Collision Repair Network fits in
with our cutting edge, process driven, customer loyalty
business." says Dan McNeel, Body Shop manager since 1985.
Ford’s CCRN is also unique in that shops are required to
have and use a computerized uni-body and frame measuring
system, providing both pre- and post-repair dimensioning
reports tied to the overall process quality control
program.
In an extra step to assure quality repairs, the independent
experts, at the time of certification, perform a detailed
formal inspection of three “in-process” vehicles.
Additionally, they rate the attractiveness of the customer
waiting areas. Organization and lighting levels in shop
areas also are evaluated. All of these checkpoints, among
other criteria, must meet Ford’s standards before shops are
certified. Finally, to meet ongoing quality control
standards, dealers must pass annual CCRN re-certification
standards.
Ford’s certification program focuses on providing both
vehicle owners and their insurance companies with a
combination of high-quality repairs and high customer
satisfaction. One key to success in the pilot phase of the
CCRN program is a quality control program that provides for
an eight-point inspection and quality evaluation during the
repair process. The quality process is installed in the shop
as part of extensive on-site training in which all dealers
participate prior to certification.
CCRN also requires shops to implement a new process for
tracking customer satisfaction data. Collision Repair
Industry INSIGHT worked with key insurers and dealers to
develop an expanded Customer Satisfaction
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Indexing program that meets specific Ford requirements. The
monthly reports track information by insurer and key quality trends and
targets and compares this information with industry benchmarks. This
system also immediately “red flags” any concerns or issues.
"Insurance companies are looking for high quality repairs
and for work to be performed as paid on the estimate," said
Garry Nelson, Ford Collision Care Program Manager and
Insurance Company liaison for Ford Customer Service
Division. "CCRN standards and documentation demonstrates to
the insurance companies that our dealers are serious about
meeting cycle-time commitments and improving customer
satisfaction so both the insurance company and the
dealership enjoy repeat customers and consistent referrals
for new business."
Under development and testing for the past two years, the
pilot program involved 27 dealers in three markets –
Detroit, Cleveland and Cincinnati. Jack Demmer Collision
Center in Dearborn, Mich., was the first shop in the pilot
program to be certified in Ford’s new Certified Collision
Repair Network.
About Ford Motor Company
Ford Motor Company (NYSE: F) is the world's second-largest
automaker with approximately 350,000 employees and
operations in more than 200 markets on six continents. Its
automotive brands include Aston Martin, Ford, Jaguar, Land
Rover, Lincoln, Mazda, Mercury and Volvo. Its
automotive-related services include Ford Credit, Hertz and
Quality Care. The company's world headquarters is in
Dearborn, Mich. Ford Motor Company observed its 100th
anniversary on June 16, 2003. Additional information can be
found on the company's Web site at
http://www.ford.com.
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