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Wednesday, 20 June 2012 21:00

What it Takes for a BMW Dealership to Become a BMW CCRC

Some recent controversy about who is a BMW certified training center and why, prompted us to look into exactly what the requirements are for dealerships to gain certification. There are no “authorized” repair centers and only dealerships can become BMW Certified Collision Repair Center (CCRC). At present there are only 69 CCRCs in the US, and only nine in California.

The entity that owns the BMW Center must be the same entity and must have the same level of ownership in the applicable collision repair facility.

Here you will find a condensed version of the key steps and requirements for a facility to become a BMW Certified Collision Repair Center. BMW requires each and every CCRC in the program to follow these stringent criteria and follow these guidelines. BMW CCRC’s are expected to repair BMW vehicles back to BMW specifications using only Original Parts and following the repair procedures stated by BMW.

With general technician training, technicians are recognized for attending the training courses by BMW North America but they are not [necessarily] BMW Certified Technicians. They have a recognition plaque of all the training courses they have attained but it is not a Certification plaque. If the technician goes from a CCRC to another repair center it does not mean that shop will now have BMW Certified Technicians.

The only time the word “Certified” is used is when the facility becomes part of the  BMW Certified Collision Repair Center program. That means that the BMW CCRC has met all the requirements and goes through an annual Re-certification process.

2011 BMW Certified Collision Repair Center Program
The BMW Certified Collision Repair Center Program is a voluntary, no fee program developed to ensure that BMW clients receive a first -class customer experience.  The Certified Collision Repair Center (CCRC) Program is designed to enable BMW Center-owned collision repair centers to:
● Focus on achieving a high level of profitability;
● Operate more efficiently;
● Ensure vehicles are repaired to BMW specifications (as outlined in the Technical Information System, or ISIS/ISTA); and
● Ensure vehicles are repaired using only BMW original parts, approved paint, materials, tools, and equipment.

CCRC Program Benefits
During initial certification (and throughout the certification and re-certification process) BMW NA’s vendor, Summit Consulting, Inc. (“Summit”) provides several types of 100% BMW-funded support to help a CCRC enhance its collision repair business.  The objectives of this support include:

● Identifying market opportunities to generate revenue;
● Establishing the CCRC’s current collision revenue performance;
● Closing the financial gap between the CCRC’s market revenue opportunity and its actual revenue performance trend on a per collision repair basis; and
● Identifying required tools / equipment needs, while assisting CCRCs to project the recommended capital investment levels.

Annual CCRC Managers’ Meeting
The CCRC management should actively participate in the Annual BMW CCRC Managers’ Meeting.  By attending this event, a CCRC manager benefits by:
● Receiving the latest BMW branded collision repair business tools;
● Reviewing the trend of CCRCs’ collision process and profitability performances;
● Learning and sharing key collision repair service strategies focused on improving profitability;
● On-going professional training;
● Management Roundtable Discussions—These facilitator-led group discussions are designed to allow CCRC participants to share proven techniques and best practices to grow the collision business both in parts sales and repair revenue;
● 4 Stage Market Network Development Financial Analysis Tool—This four stage tool provides enrolled CCRC managers access to:
▬ Identify market opportunities to generate revenue;
▬ Establish the CCRC’s current collision revenue performance;
▬ Close the financial gap between CCRC’s market revenue opportunity and its actual revenue performance trend on a per collision repair basis;
▬ Identify recommended capital investment levels and required tools and equipment needs.

Collision Repair Parts Incentive Program
All BMW Centers have the opportunity to open a BMW CCRC.  BMW NA offers all CCRCs the opportunity to participate in the monthly Collision Repair Parts Incentive Program.  Eligible BMW CCRCs can earn a 2% rebate on the dealer cost of all original BMW parts purchased from BMW NA and used by the CCRC for non-warranty or non-maintenance collision repairs.  The BMW CCRC is eligible for the rebate only if the CCRC remains compliant with the CCRC Program.

CCRC Promotional Material
● BMW NA CCRC plaque and annual re-certification endorsement slugs;
● CCRC Customer Creed plaque;
● BMW branded marketing materials;
● BMW NA approval to use official CCRC signage.

Additional CCRC Benefits
In addition to the benefits outlined above, CCRC Program Benefits include:
● Accessing & using customized BMW CCRC marketing materials;
● Utilizing BMW approved collision repair tools and equipment;
● Making use of the latest BMW branded collision repair business tools;
● Participating in body & paint technical and non-technical training courses;
● Efficiency improvement by using BMW repair specifications (ISIS/ISTA), the flat rate manual (KSD), and electronic parts catalog (EPC) for repairs;
● Utilizing an approved refinishing system of the BMW Group;
● Participating in the 2011 Profiles In Achievement (PIA), which includes an incentive program for CCRC managers; and
● CCRC’s premium access to Roadside Assistance.

Program Participants
Successful results in the CCRC Program rely heavily upon the CCRC’s professionals and the culture in which they operate.  These individuals are responsible for adopting the processes necessary to: order and install original BMW parts, follow BMW Repair Specifications  and use only BMW NA approved paint, materials, tools, and equipment for every BMW collision repair.

CCRC Certification and Re-certification Process Initial Certification Visit
The first visit by BMW’s vendor, Summit, will focus on ensuring basic compliance and review of the approved center’s collision repair facility’s core processes to profitably repair vehicles per BMW repair specifications (ISIS/ISTA.)  A CCRC’s use of BMW NA approved paint, materials, tools, and equipment is also reviewed.
Following the initial visit, the CCRC’s management team and Summit will develop specific on-site action plans for technical and ColorSystem training to ensure that these mutually agreed upon business goals are met by the CCRC.

Re-certification Visit
If the CCRC continues to comply with the CCRC Program requirements, the CCRC receives an annual re-certification visit and follow-up by Summit.
Following the re-certification visit, the CCRC’s management team and Summit will review specific on-site training and action plans to ensure that these mutually agreed upon business goals are met by the CCRC.

Certification Program Elements
Technical and Non-Technical Training Requirements
To ensure premium quality collision repairs, body and paint technicians will meet the training requirements listed in Appendix A.  Each CCRC must have a designated individual who is accountable for approving staff training and determining the training path for each individual of the CCRC’s staff.
The amount of training required is based on the CCRC’s body and paint market penetration, the size of the collision center staff, and the CORA Job Classification of the associates at the collision center.  Training requirements are reviewed and adjusted on an annual basis.  As the collision repair facility’s staff and market penetration grow, so will their training requirements. Training is currently offered at the following five locations:

● Woodcliff Lake, New Jersey
● Spartanburg, South Carolina
● Oxnard, California
● Ontario, California
● Wixom, Michigan

Technical training is offered without fees; however, transportation costs, lodging expenses, meals, salary, and any other related travel expenses are the responsibility of the CCRC.

Collision Repair Facility Requirements
The physical location of the CCRC must be within the BMW Center’s PMA.

Facility Criteria
In support of the BMW brand, each CCRC may use BMW NA approved CCRC signage only if the facility consistently complies with the BMW NA recommended BMW facility guidelines.  This applies whether the facility is on or off site in relation to approved certified center’s location.

Usage of Original BMW Parts Criteria
The CCRC Program prohibits the installation of imitation, aftermarket, non-BMW remanufactured, and/or salvage (allegedly Like Kind and Quality) parts, including glass, on any year or model BMW passenger car or SAV.  Failure to comply with this requirement qualifies for automatic de-certification from the CCRC Program for at least the remainder of the calendar year in which these non-approved parts were installed.

Tools and Equipment
A CCRC is required to have an on-site location for all approved tools and equipment necessary to properly repair BMW vehicles.  The BMW approved tools, equipment, and materials are listed in Appendix C.  Required tools, equipment, and materials are subject to change based on technology, required new tools, and special tool changes relating to new models.

Submission of Monthly Reports
BMW NA’s CCRC Program requires participants to ensure timely submission of a monthly Parts Rebate Report.  This Report verifies the CCRC’s purchases and use of original BMW parts on repairs, potentially eligible for a 2% rebate for those parts.  This information must be submitted on a monthly basis directly to Summit Consulting by the 15th of the following month.  Failure to comply with this monthly requirement of submitting the parts rebate will result in the CCRC forfeiting that month’s rebate.  Late reports will not be accepted for the parts rebate.

Failure to Comply with CCRC Program Elements
CCRCs that fail to comply with the CCRC guidelines will be in jeopardy of forfeiting their certification and the related BMW CCRC’s monthly parts rebate.  This decision will be at the sole discretion of BMW NA.

The CCRC will then have 90 days to correct the area(s) of non-compliance or risk de-certification.  During this 90 day period or until such time as the CCRC has remedied the non-compliance issue(s); the BMW CCRC will forfeit all parts rebates.  If the CCRC fails to resolve the action item(s) by their deadline, they will be de-certified and removed from the BMW CCRC Program.

Summit conducts CCRC facility on-site inspections of BMW NA-approved paint, materials, tools, equipment, and review of the CCRC’s staff training requirements.  Summit works with the CCRC’s management team to evaluate and assist the staff to manage and improve the key elements needed to repair vehicles to BMW repair specifications and help increase profitability per collision repair.

Summit’s team of seasoned professionals has extensive experience in the collision industry with top automotive distributors.  Each consultant has the industry knowledge and training skills required to effectively assess and educate the CCRC’s staff to develop and utilize the processes for:

● Ordering and installing original BMW parts;
● Training collision repair staff;
● Repairing BMW vehicles to the highest quality standards;
● Analyzing financial performance, and establishing action plans;
● Submitting the Parts Rebate reports

2011 BMW CCRC Training Determining the number of technicians and estimators that must complete training to meet CCRC Requirements:

● 100% of the collision center staff dedicated to BMW repairs based on the technician’s Dealer Enrollment Management System (DEMS) job classification will be required to meet the training standards established by BMW NA.  The total number of dedicated and trained BMW technicians requiring training will be adjusted to take into account the CCRC’s BMW repair volume (in dollars) as a percent of its total repair volume.  This same formula will also be taken into account for body shop estimators.
Exceptions:
► SB011 GRAV Aluminum Repair: A minimum of 2 technicians per CCRC but at least 50% of body technicians based on repair volume;
► SB012 Level 3 Body Repair: A minimum of 2 technicians per CCRC but at least 50% of body technicians based on repair volume;
► SB018 Glass Repair and Replacement: A minimum of 1 technician per CCRC regardless of repair volume.

● Only those courses completed by associates or technicians who are regularly involved as part of their job description with physically performing body and paint repairs to BMW vehicles will count towards meeting the skill level requirements
● Technical training courses completed by managers, production coordinators, advisors, or other support staff members will not count towards certification requirements.
● Combination technicians will be treated as both body and paint technicians.
● Training completed by non-productive or support staff will not count towards certification requirements.
Technician training course requirements are based on CORA job titles, which will be used to determine training requirements.  It is imperative, then, that management lists the correct CORA job titles for associates and that Interactive Career Pathways (ICP)/ Dealer Enrollment Management System (DEMS) is updated on a regular basis.  Please consult with your Regional Aftersales Development Manager (RADM) for more guidance.
Improperly classifying technicians can severely impact a CCRC’s training requirements.  It also affects an associate’s ability to log into CenterNet and DCSnet to research and obtain the most current repair information.  It is in the CCRC’s best interest to regularly review and update its ICP/RUA staff roster and make sure that associates have appropriate access to the BMW website.

The CCRC’s training plan will be developed each year.  A CCRC must then complete its training plan during the same calendar year (no later than December 31st).  Adjustments to training plans may occur during the calendar year due to newly introduced training programs and/or changes to the CCRC’s technician count. Newly certified centers will receive a training plan at the on-site certification visit that will be pro-rated based on their certification date.  A center’s progress towards completing their training plan is monitored regularly.

2011 BMW CCRC Program Tool, Equipment, and Materials Requirements
Information Technology Requirements
High speed internet service
CenterNet access
ICP administrative access
ISIS/ISTA access on all terminals
Separate computer terminal(s) for ISIS/ISTA access with printer located in or convenient to technicians that work in the metal shop
Computerized estimating system
Frame/Unibody Alignment and Dimensioning System
Any one of the following systems:
Car Bench with dedicated or universal fixtures
Car-O-Liner bench with Car-O-Tronic/Vision electronic measuring system with either EVO 1,2,3 or Car-O-Flex universal fixture system, B66 or B76-77 side supports
Celette bench with dedicated fixtures or NAJA electronic measuring system along with positioning tool NA.1000
Welding and Riveting Equipment
Any one of the following Compression Resistance Spot Welders:
Car-O-Liner CR600
Celette MIDIspot QSVM 9000
Elektron MI100 Control
MIDIspot QSVM 1200 T

Wire Feed Welder:
Approved MIG / GMAW welder
Other Welding Equipment: Oxy-acetylene torch
Riveting and Bonding Equipment
TKR Punch Riveting Tool
Aluminum Repair Equipment
Aluminum stud welder (Wielander & Schill Stud Welder BSP03)
Powerbird stud/punch rivet extractor (PN 81430301745)
Pyrosil flame coating kit (PN 81430301740)

Dedicated aluminum hand tools consisting of body files, body hammers, body dollies, abrasive tools, and basic hand tools which are to be stored in their own, separate tool storage box.

Curtain walls to separate aluminum work stalls, either portable or fixed with a minimum height of 8’.

Hand or special tools (such as files, hammers, dollies, cutters, grinders, spoons, etc.) in sufficient quantities to properly repair vehicles dedicated to aluminum repair only must be marked as such.

Paint Shop Requirements
Refinish Materials
New CCRCs agree to purchase and use ColorSystem products for all repairs and refinish work performed on BMW Group vehicles at its collision repair location. As a reminder, any CCRC enrolled in the CCRC Program before October 10, 2007 has the opportunity to utilize Glasurit, Spies Hecker, or Standox in lieu of ColorSystem until their pre-existing paint contracts dated before October 10, 2007 expire.  Once qualifying pre-existing paint contracts have expired, conversion to ColorSystem must then occur to remain a part of the CCRC Program.

Spray Booth
Down draft spray booth and oven must have the following minimum specifications:
●14,000 CFM (or higher) air flow capacity
●750,000 BTU (or higher) heating source
Interior lighting system: 1200 LUX output, color corrected, with a Color Rendering
Index of at least 96 CRI
●Three-stage air filtration system
●Air accelerators recommended for water-borne applications
●Refrigerant, desiccant, or membrane air filtration/drying unit

The CCRC is responsible for ensuring that government regulations and restrictions are always followed in regards to paint application, storage and disposal.  Please refer to your local EPA and OSHA guidelines.

Thanks to Kenny Tran, BMW of North America, LLC, Body & Paint Technical Business Assistant and to Kevin Miller, BMW Concord Collision Center Manager for information herein.

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