CEO John Edelen cited the significant financial gains in the past fiscal year in part by increasing student attendance 15% over fiscal 2007. He credited volunteers, program instructors, and management with major improvements in meeting the needs of the marketplace. One goal emphasized by Edelen was to make I-CAR a “more effective listener.”
    Edelen pointed to the major fiscal year accomplishments of the abbreviated 2008 fiscal year:
    Engagement with the marketplace. I-CAR must recognize our committees, volunteers, and program in- structors—supported by Field Operations and Marketing—in achieving the levels of training activity in the local marketplace that are in keeping with the training needs of the industry and the obligation of I-CAR to meet them.
·    Improving the infrastructure for quality and efficiency. Changes in business processes and technology within the I-CAR organization provide improved capacity to identify and respond to the needs of the inter-industry.
    Listening to the voice of the customer. By utilizing the Industry Segment Advisory Councils, the Market Segment Teams, industry surveys, and other means, I-CAR is gaining direct input from the industry on how the training organization can better serve the industry and provide the training needed to repair today’s vehicles.
    Edelen commented at length about the contributions of what he termed “I-CAR’s Frontlines.”
    “For me, the local market network of committees, volunteers and program instructors is at the heart of I-CAR. It is where the heritage and traditions of this organization are kept alive. It has been the eyes and ears of the organization, as well as providing insights and feedback on the needs of our customer, the auto collision inter-industry. Since last November, we have begun to supplement the feedback we get from the frontlines with other mechanisms: Industry Segment Advisory Councils, Market Segment Teams, industry relations activities, and others.”