Congress of Automotive Repair and Service Shop Licensing Forum

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Congress of Automotive Repair and Service Shop
Licensing Forum

• November 1, 2006

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Our Position
Neither the
Nor the

• Have taken a position on shop licensing

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What is MAP?

• MOTORIST ASSURANCE PROGRAM
• A program to help improve the mechanical repair
  industrys image through uniform standards and
  education
• A means to assure customer satisfaction
• A program that meets the needs of regulators and
  consumer advocates
• Another way of improving ones bottom line

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Universal Shop Licensing

• Benefits and disadvantages
• At least two types of licensing
• Poses requirements for the shop
• Merely a registration process
• Often depends on the jurisdiction
• Their motivations differ
• Some seek to help constituents
• Others want to grow their power and influence

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Benefits to Customers

• Shops would no longer be insulated from
  accountability and oversight
• Unlicensed shops may not be able to operate (if
  licensing requirement is enforced)
• Adherence to industry standards could be required
• Shop would be personally accountable for its
  workmanship (great or faulty)

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Benefits to Industry/profession

• With shops being more accountable, the perception
  of our industry may improve
• If enforced, licensing can eliminate those who
  may not follow the rules
• If enforced, there could be a minimum operating
  standard for shops in that area

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Disadvantages of licensing

• Fees paid may not benefit industry or its
  consumers if merely shop registration
• Fees may be significant
• Unfair or inconsistent enforcement
• Possible adverse impact on insurance rates
• Little or no impact on number and severity of
  consumer complaints
• Do we really want more government oversight?

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A question to ponder

• Why should an industry need government
  supervision of its work and of its relationships
  with its customers?

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Some ThoughtsA requirement for licensure does
NOT make a professional. A true professional
shop is one that does his/her very best for
his/her customer. Pieces of paper should not
be the requirement. A love of the service
you/we provide is.
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• The future of our industry is in the hands of
  the individuals within our industry. Creating a
  requirement that nobody can meet is not realistic
  or effective. But, creating requirements that
  eliminate the worst and cause the mediocre to
  improve, and keep improving, eventually delivers
  the standard that the best of us hope for. Kevin
  McCartney, Fresno CA from iATN

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A personal opinionFor licensing to be successful

• There MUST be a partnership between the industry
  and the licensing authority
• There MUST be specific criteria to measure
  successful operations
• There must be accountability of the facility
• The facility must be ready to be shopped
  periodically and without prior notice
• The program must also be reviewed periodically

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Thanks for the opportunity to participate today
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MAP and ASA

• for a better industry

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MAP Components

• Pledge to Customers
• Standards of Service
• Uniform Inspection Communication Standards
• Accreditation of shops

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Pledge to Customers

• WE PROMISE to provide written recommendations
  for repairs that are explained and based on
  system failure, improved system performance or
  preventive maintenance according to accepted
  industry standards.
• WE PROMISE to offer a written estimate,
  including the reason for the repair, and no work
  will be performed without your prior
  authorization.

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Pledge to Customers

• WE PROMISE to employ personnel trained in
  accordance with MAP Standards of Service who are
  qualified to perform an inspection based on MAP
  Uniform Inspection Communication Standards.
• WE PROMISE to include a written limited warranty
  at no extra cost.

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Pledge to Customers

• WE PROMISE to provide dispute resolution
  services at your request should you be
  dissatisfied with the resolution proposed by a
  member facility concerning its performance in
  meeting the requirements of the program. The
  dispute will be submitted to an independent board
  at no cost to you.

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Standards of Service

• Shops recommendations based on
• System failure out of manufacturers
  specifications, failed, unable to perform
  intended function.
• Service/replacement is REQUIRED
• Maintenance scheduled for maintenance/replacemen
  t per vehicle manufacturers recommendations or
  near end of useful life.
• Service/replacement is SUGGESTED
• Improved System Performance enhance/improve
  vehicles ability to perform or as requested by
  customer.
• Service/replacement is SUGGESTED

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Standards of Service

• Training trained and certified personnel and
  support of continuing education
• Appropriate Inspection based on MAP Uniform
  Inspection and Communication Standards
• Written Estimates in compliance with state and
  local regulations, including dollar amounts of
  parts, labor and total estimate
• Work Authorization No work will be performed
  without customers prior approval
• Limited Warranty min. 90 days or 4,000 miles on
  parts and labor
• Returned Parts customer entitled to old parts,
  or examine if core/warranty
• Classification of Parts identified on invoice
  as new, remanufactured, rebuilt or used.

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Uniform Inspection Communication Standards
(UICS)

• Cover 7 automotive systems
• Brakes, Electrical, Engine Performance, Exhaust,
  Heating and A/C, Steering Suspension,
  Transmission Drive-line
• Promote good communications between technician,
  service advisor and customer
• Recommendations to repair or replace made
  according to UICS
• Made in customers best interests
• Customer has choice based on UICS options

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REASON CODES
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REASON CODES
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Uniform Inspection Communication Standards

• Identifies all major components in a system
• Offers terminology for technician/service manager
  re how to recommend repair
• Objectively identifies what is Required
  replacement/repair v. what is Suggested/Optional
  
• Accepted and used by many state/county
  investigators covering repair shops
• Reviewed and revised bi-annually

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Repair shops can show their customers that they
follow MAP Standards

• by applying for and receiving MAP Accreditation

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Accreditation requires

• Application
• Following of Standards of Service
• Use Uniform Inspection Communication Standards
  when communicating recommendations to customer
• Use of REQUIRED and SUGGESTED
• An application fee
• Signed agreement

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(No Transcript)
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Thanks, again, for the opportunity to participate
today