Dan Espersen (12)
Dan Espersen is ALLDATA® CollisionSM Program Manager. Dan is a Gold Pin Member of the Collision Industry Conference (CIC) and holds an AA Degree in Automotive Technology. He has 17 years of experience in the collision industry and 17 years of experience in the automotive industry.
Dan writes the ALL OEM INFORMATION semi-monthly column with Tom McGee, who writes the alternate month.
Estimators – The Front Line in the Battle for Profitability
Written by Dan EspersenNew car in the shop – front end looks like it ran into a tree. It did! So, what’s it going to take to get it back on the road? Well, it starts with you, the estimator. As an estimator, you need experience, good judgment, diplomatic skills and accurate information.
To view a PDF of this article please click HERE.
As far as experience, judgment and diplomacy go, you either have them or you don’t. I can’t really help you there. But, when it comes to information, that’s a different story. Today, every model year brings innovations: Materials technology, electronic systems, finishes, vehicle drivetrains, steering and suspension… the list goes on.
Can you develop a repair plan just by looking? How about an educated guess, or calling your friend who worked on one of these vehicles once? Sorry, the old ways just don’t work anymore!
Information is the key
But not just any information. You need manufacturer’s information. OE procedures and guidelines are absolutely required to efficiently and effectively repair today’s vehicles. You need it to write a repair plan. Your Parts Manager may need it to order the correct parts the first time. And of course your technicians need OE information to make accurate repairs in the shortest amount of time possible.
With the ever changing complexity of today’s vehicles that confront you and your team on a daily basis, access to manufacturer’s repair information is and will be one of the most important tools you will utilize on a daily basis. Whether you are an Estimator, Manager, Insurance Adjuster, Technician or part of the Production Team, proper repair procedures from the manufacturer will allow you to identify, negotiate and explain key repair plan thought processes. It will also assist and manage critical business Indicators such as cycle times, hours per day, sublet repairs, technician efficiencies, overall productivity and profits.
To view the full text of this article please click HERE.
Many considerations arise when preparing a repair plan for your customers whether they are your Insurance Partners, everyday customers, or Technicians. Issues such as minimal supplements, factory recommendations correct documentation, customer satisfaction and a cost effective repair are only a few issues that one needs to consider.
Questions such as these will confront you or your staff daily.
● Should I section this or replace the entire panel?
● How do I handle this Hybrid?
● What SRS parts do I need to replace after the accident?
● Can we reset the Tire Pressure Monitoring System?
● Does my Technician know how to remove the trim panel on this vehicle?
● Can we repair this suspension here at our shop?
● How can I provide my customers detailed repair documentation if they require it?
Only in the last few years have collision repair facilities had easy access to quality industry repair information. Prior to that, this very important tool was either not available or, if available, was cumbersome and difficult to access.
To view a PDF of this article please CLICK HERE.
If we were to wind back the clock five years, the availability of critical industry repair information would have looked something like this:
● Limited availability through OEM sites, either pay or free
● Available through printed manuals
● Limited availability through online search and forums
● Dealership sources
● Limited or non-specific articles available through industry created web sites
● Trade magazines and publications, etc.
Are You in the Diagnostics Business? ‘Yes’ is the Right Answer! Featured
Written by Dan EspersenWhether you like it or not, if you are in the business of repairing vehicles after an accident, you either are in, or will soon be in, the business of vehicle diagnostics. The proliferation of electronic components, data buses and components has forced the Collision Industry to invest in new equipment, specialized training and procedures. Consider this: only 10 years ago the average vehicle had 1-3 electronic control modules installed, controlling the engine, anti-lock brake system and perhaps the transmission. By contrast, the 2008 F-150 Ford Pickup truck had 20 control modules, 50 sensors, 40 actuators running on 3 data networks. Some luxury vehicles have more than 70 electronic modules on-board.
To view a pdf of this article please CLICK HERE.
The mechanical repair and diagnostic businesses have been updating their technologies continuously since 1981 to deal with these new technologies. Even in that sector many shops and technicians who were unwilling to acquire the skills and tools necessary to support the rapidly evolving industry have now shut down their operations. Many businesses have tried to “specialize” or diversify by establishing or offering brake or alignment services or possibly other specialized areas which did not have to get caught up in what many have called the “electronic revolution”. However, today there is virtually no system on the vehicle which is not touched somehow by these new electronically enhanced components. So those who chose to ignore them or try to work around these systems, either had to scramble to equip themselves, or are no longer in that industry.
When making repairs, collision professionals traditionally call on experience, training and generally accepted practices to deliver a vehicle that satisfies the customer, the insurer and themselves. That formula worked well for many years. Cars were pretty simple and repairs were relatively straightforward back in the “old days.” So what has changed? Just about everything: the vehicles, customer expectations, economic pressures and, last but not least, insurer requirements.
To view a PDF of this article please CLICK HERE.
What has not changed is the need to repair vehicles to their safe, pre-collision condition. As Dennis Dean Gamba of Cranston Collision Center in Cranston, Rhode Island, puts it, “For me, it’s all about knowing that we are doing the job right and that the vehicle is safe when it leaves here. I have a child and I want to know that any child is safe in a vehicle we repair.”
Shops, insurers and consumers all benefit when vehicles are repaired to manufacturers’ standards!
Every day, collision shops are faced with a multitude of challenges and decisions about repairing vehicles and satisfying the expectations of valued customers. One of a repair professional’s most important questions should be, “How do I ensure proper repairs based on the quality and quantity of repair information available.” With today’s fast-moving technology, procedures that were up-to-date yesterday can be out-of-date tomorrow.
To view a PDF of this article please CLICK HERE.
The complexity of today’s vehicles, with sophisticated electronics and safety systems, new high-strength materials, and alternative power systems, makes easy access to correct information an absolute must.
In the absence of a single source for accurate, current and detailed repair procedures, how can anyone repair a damaged vehicle to a high, exacting and consistent standard?
From quick fixes to major structural repairs, OE information is the gold standard for collision repair. When you can demonstrate that a vehicle has been repaired to OE standards, you assure the vehicle owner and the insurer that quality and passenger safety are your first concerns.
To view a PDF of this article please CLICK HERE.
Access to affordable OE information, such as that found in ALLDATA Collision, can positively impact your entire operation. Guesswork is eliminated, meaning you never have to worry about the vehicle coming back because it may have been repaired improperly.
Having OE information on hand for every specific vehicle allows for greater efficiencies and accuracy throughout all shop operations, from estimating and parts ordering to production, scheduling and repairing the vehicle. Important benefits may include a reduction in supplements and enhanced negotiations with insurers.
OE repair information also makes it possible to perform mechanical procedures that you may routinely outsource, which may include drivetrain, suspension or steering system repairs. What’s the result? Less money flowing out the door.
Almost everyone in the collision industry has experienced this scenario: You repair a vehicle – in this case, a Chevrolet® Suburban® – to the highest standard possible. The owner takes delivery and drives off smiling. A few days later, he brings it back with a noise that he insists was not present before the repair. He describes a buzzing noise from the right-hand fender.
What do you do? If you have OE information, including technical service bulletins (TSBs) available to you, you do a little research. Technical service bulletins are published by automobile manufacturers primarily to identify factory defects, safety related problems and recognized issues for which the manufacturer has published a solution.
As it turns out, the General Motors® had already issued a TSB describing the exact situation I just described.
Body - Buzz/Rattle From R/H Front Fender on Acceleration
Subject
Loud Buzz or Rattle Noise from Right Front Fender Area on Moderate to Hard Acceleration and/or Braking Torquing Around 1800-2000 RPMs or Before 1-2 or 2-3 Shift (Install Closed Cell Foam to Right Front Fender)
Models:
2007-2008 Cadillac® Escalade®, Escalade ESV®, Escalade EXT®
2007-2008 Chevrolet® Avalanche®, Silverado®, Suburban®, Tahoe®
2007-2008 GMC® Sierra®, Yukon®, Yukon Denali®
Esperson --- Old Ways or New Habits---Choose One!
Written by Dan Espersonhab•it
Pronunciation: \ˈha-bət\
Function: noun
A behavior pattern acquired by frequent repetition or physiologic exposure that shows itself in regularity or increased facility of performance
A way of acting fixed through repetition. HABIT implies a doing unconsciously and often compulsively.
Esperson --- Accurate Information from One Source
Written by Dan EspersonFor a complimentary 10-day trial of ALLDATA, click www.alldata.com/abn/003a
With a large amount of questionable information circulating within the collision industry, it is surprising that damaged vehicles can be repaired to a consistent standard. Accurate information is the key to providing excellence in service to our customers.
