Collision industry needs true certification

Vehicle owners seeking auto body repair work operate in a buyer-beware environment.
Jan. 1, 2020
4 min read
Passwater certified repair facilities collision industry standards A client asked me about a group that is marketing "certified" repair facilities to second- and third-tier insurance companies. The group promotes to the shops a listing on their Web site that indicates they are "certified." These shops also are listed above the other "non-certified" (not participating in they marketing program) shops. But what is their certification process?

After doing some research, I discovered they approach a shop and request many forms completed and pictures provided. There is no validation onsite to ensure proper processes are being performed. When I contacted the provider about their "certification," they stated they are certifying to the industry standard. This is big news because as an industry, we have not yet adopted "standards." This has only begun as a possibility within the last few years through a laborious process conducted through the Collision Industry Conference (CIC), and is starting to take shape with their hard works and commitment.

If you were to look at the definition of certification, one source defines it as a "formal procedure by which an accredited or authorized person or agency assesses and verifies (and attests in writing by issuing a certificate) the attributes, characteristics, quality, qualification, or status of individuals or organizations, goods or services, procedures or processes, or events or situations, in accordance with established requirements or standards."

And what about standards? The same source explains: "Written definition, limit, or rule, approved and monitored for compliance by an authoritative agency or professional or recognized body as a minimum acceptable benchmark."

So is this company certifying to industry standards or to their standards? Are they taking a part of the liability of the repairs performed by their "certified shops" for their insurance partners, or even the general public for stating they are certifying to "industry standards" that do not currently exist?

If you have ever seen auto dealerships' "certified used cars" promotions, you may be thinking this is the same. However, if you read very closely they are not "certifying" to an "industry standard," but to their own criteria and process, which is not the same as to an accredited industry standard.

I'm sure you have heard over the years the terms, "I-CAR Certified" or "Gold or Platinum Certified" used in ads or promotions to the customer and industry. They too don't exist and never have. I-CAR does not certify businesses or employees of those businesses. Even the Welding Qualification Test is a qualification test and not a certification test.

The Automotive Service Excellence (ASE) conducts certification written tests each year, but does not certify individuals to an industry accredited standard as well. In reality, no one can certify unless the validation is completed to a recognized audited process, by a certifying accredited person or agency.

So are we heading toward this path? I certainly hope so, because the vehicle owner deserves this. However, we have a very long way to get even the "best of the best" to realize it is not a rubber-stamped destination. It will involve a commitment that many will not be able to achieve.

Beginning in July 2010, I-CAR will be rolling out its Professional Development Matrix. This new program has been in development for approximately a year with involvement of many leaders and organizations from all industry segments. This will change the way everyone will look at training and professional development, and begin to possibly upgrade the industry to a certifiable basis. The transformation will not be easy, but the outcome, I believe, will be a huge benefit to the industry's future.

Vehicle owners seeking auto body repair work operate in a buyer-beware environment. They simply have nowhere to turn to assure that qualified, trained and certified shops are repairing their vehicles. Today there is a lot of marketing, but no true certification. In an environment without industry certification, consumers will follow the advice of their insurers.

Isn't it time we do the right thing and commit to industry standards and auditable certifications? The vehicle owners deserve it – and so do we.

About the Author

Tony Passwater

Tony Passwater, president of AEII, has been in the collision industry since 1972. AEII is an international consulting, training and system development organization founded in 1986. Tony has worked with collision shop owners worldwide and developed computer solution software programs, training seminars, and on-site consulting services for many of the top organizations. He is also a founding partner in Quality Assurance Systems International, QASI, the leading organization for process improvement in the collision industry through ISO international standards and certification.
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