Bill Currie Ford Online!

Ford launched its new Certified Collision Repair Network in November 2003. The national rollout will include about 400 dealers in 35 to 40 markets.

Tampa, Florida, June 2004 – A new Ford Motor Company Certified Collision Repair Network (CCRN) opened here at Bill Currie Ford today, ready to provide the highest level of customer satisfaction and quality collision repair.

That’s the mission of the company's Customer Service Division national network of Ford, Lincoln and Mercury dealer-owned collision repair centers.

“In addition to providing customers in the Tampa Bay area with top-quality vehicle repairs, this new program is designed to meet the needs of both the insurance industry and dealers who want to enhance and improve their current operations,” said Dan Townsend, CCRN program manager for Ford Customer Service Division.

The national rollout began in November and eventually will include 35 to 40 markets and about 400 U.S. Ford, Lincoln and Mercury dealers. The rollout will be completed in 2005.

Before a dealer can participate in the CCRN program, Ford experts inspect each collision repair shop to ensure that they meet tough acceptance criteria. During the rigorous certification process, which follows an intensive ten-week training and program implementation stage, an independent third party company inspects estimating procedures, repair quality, equipment availability, training levels, mandatory government licenses and customer satisfaction data.

Bill Currie Ford Body Shop has 35,000 square feet. Leader in the implementation of Fast Track a rapid repair process that expedites non-structural repairs.

Bill Currie’s body shop has been serving the Tampa bay area for over 40 years. First to be Gold class certified by I-CAR in 1991, and has maintained the Gold Class certification for over 15 years. "Certified Collision Repair Network fits in with our cutting edge, process driven, customer loyalty business." says Dan McNeel body shop manager since 1985.

Ford’s CCRN is also unique in that shops are required to have and use a computerized unibody and frame measuring system, providing both pre- and post-repair dimensioning reports tied to the overall process quality control program.

In an extra step to assure quality repairs, the independent experts, at the time of certification, perform a detailed formal inspection of three “in-process” vehicles. Additionally, they rate the attractiveness of the customer waiting areas. Organization and lighting levels in shop areas also are evaluated. All of these checkpoints, among other criteria, must meet Ford’s standards before shops are certified. Finally, to meet ongoing quality control standards, dealers must pass annual CCRN re-certification standards.

Ford’s certification program focuses on providing both vehicle owners and their insurance companies with a combination of high-quality repairs and high customer satisfaction. One key to success in the pilot phase of the CCRN program is a quality control program that provides for an eight-point inspection and quality evaluation during the repair process. The quality process is installed in the shop as part of extensive on-site training in which all dealers participate prior to certification.

CCRN also requires shops to implement a new process for tracking customer satisfaction data. Collision Repair Industry INSIGHT worked with key insurers and dealers to develop an expanded Customer Satisfaction Indexing program that meets specific Ford requirements. The monthly reports track information by insurer and key quality trends and targets and compares this information with industry benchmarks. This system also immediately “red flags” any concerns or issues.

"Insurance companies are looking for high quality repairs and for work to be performed as paid on the estimate," said Garry Nelson, Ford CollisionCare Program Manager and Insurance Company liaison for Ford Customer Service Division. "CCRN standards and documentation demonstrates to the insurance companies that our dealers are serious about meeting cycle-time commitments and improving customer satisfaction so both the insurance company and the dealership enjoy repeat customers and consistent referrals for new business."

Under development and testing for the past two years, the pilot program involved 27 dealers in three markets – Detroit, Cleveland and Cincinnati. Jack Demmer Collision Center in Dearborn, Mich., was the first shop in the pilot program to be certified in Ford’s new Certified Collision Repair Network.

About Ford Motor Company

Ford Motor Company (NYSE: F) is the world's second-largest automaker with approximately 350,000 employees and operations in more than 200 markets on six continents. Its automotive brands include Aston Martin, Ford, Jaguar, Land Rover, Lincoln, Mazda, Mercury and Volvo. Its automotive-related services include Ford Credit, Hertz and Quality Care. The company's world headquarters is in Dearborn, Mich. Ford Motor Company observed its 100th anniversary on June 16, 2003. Additional information can be found on the company's Web site at www.ford.com.