In an effort to resolve refinishing
quality problems, the carmakers are joining forces with the paint
companies to revolutionize painter training.Painters have experienced radical changes in paint materials and in
environmental regulation over the past two decades. Now training has
undergone a fundamental change. General Motors (GM) and the major paint
manufacturers joined forces to create performance-based painter training
and certification. Ford and DaimlerChrysler were right on their heels.The courses for GM are being taught by Akzo Nobel, BASF, DuPont, ICI,
PPG, Sherwin-Williams, Spies-Hecker and Standox-the paint suppliers
approved for warranty refinish work. The courses are much more hands-on,
and more than a written test is required for certification: Painters must
demonstrate their competency in six specific procedures.Brian Dotterer, manager of NewMaterials and Technology Development for GM, says the impetus for the
project was the desire to create a type of brand recognition for the
quality of paint repairs at GM dealerships. To establish a high level of
quality, the project first addressed the question: What are the major
problems with paint work today? It was decided that the problem wasn't the
product.The paint materials that are certified by GM for refinish work by their
4901-M program had already passed extensiveperformance testing.The major quality problems withrefinish work were identified as process problems. The procedures and
specifications for preparation, mixing and application of paint were often
not beingadhered to in the body shop. Cutting corners and not doing all the
steps-for example, measuring film build-leadsto paint repair failures. "The program started by asking, 'What do
we really need to do to create a program to help technicians understand
the why and how of quality paint repairs?'" Dotterer says. "We
looked at everybody else's training programs and saw pieces missing. Andwe wanted to make a program that technicians wanted to go to."Another area of concern was that some important processes were not
stressed by the existing training programs of the paint manufacturers. One
example is polishing. The paint manufacturers often don't sell polishing
materials, but until it's a perfect world in the paint shop, technicians
need to be proficient in removing paint defects.The goal of the program is to eliminate comebacks and, to do that, it
is necessary to raise standards in the industry. It's necessary to have
the technician appreciate the value of processes, which is just what is
needed in manufacturing.Painter Performance TestingIn Dotterer's words, "The existing programs had very little in
hands-on, performance-based training and testing. Yet, refinishing is a
very hands-on business. GM already established a performance requirement
for the paint materials. Each paint system had to pass a performance test
before being certified for use in warranty work. It was time to establish
performance training and testing for the procedures. We gave the paint
companies a chance to be creative in accomplishing the goals that GM felt
very strongly about."GM and the paint companies had to start with a clean sheet of
paper for this new training and to think out of the box. Next, GM wanted
the paint companies to tell us, from their perspective, the best way to
teach this material. Each company came back with their own individual
criteria and their own method of teaching. However, all the paint
companies teach and demonstrate certain procedures that we felt were the
most important."The six areas painters must demonstrate proficiency in are:Detailing-Sand and polish dirt from a painted panel.Blending-Blend the basecoat to achieve a color match.Tinting-Tint the color to a blendable match.Applying the Paint-Select, mix, reduce and adjust the spraygun to
spray paint.Reading Film-Measure paint film thickness.Working Safely-Utilize safe personal protection during paint
operations.More Offerings from the Big ThreeFord introduced its Paint Technician Recognition Program at NACE 2000.
Ford intends to make the new performance training standards mandatory for
painters that perform warranty refinish work at Ford dealerships and
sublets, says John Hughes, refinish paint technical specialist, PVT and
field support for the Ford Customer Service Division. The improved painter
training processes will be used by Jaguar, Mazda, Volvo and Land Rover
dealerships in the future.DaimlerChrysler took on a review of the training programs of all the
major paint manufacturers to make certain the procedures they teach comply
with the procedures the company advocates, says Daryl Porter, manager of
paint platform service support for Dealer TechnicalOperations at DaimlerChysler Corp."After all, the vast majority of technicians in dealerships and
sublets are going to be taught by the paint companies," Porter says.
"Our philosophy aims toward supporting training that leads to master
technician status for our painters rather than certification. In addition,
we are looking at opportunities that can help entry level technicians
become interested in this field and in increasing the level of
professionalism. One area we are working on is getting good quality
promotional materials available to the new generation of technicians at
trade schools and other educational institutions."Benefits for the PainterIn the past, courses were offered by a number of different sources,
including the auto makers and the paint companies, and each taught what
was essential from their points of view. Now, painters have one place to
go to get training in the procedures they need to know. The new courses
are designed so that no important procedures are overlooked and so that
the painter does not hear contradictory information about the proper
procedure.Details:
The Fine PrintPainters at General Motors (GM) dealerships and authorized sublet
operations can contact their paint supplier directly to learn the
schedules for the painter certification courses. The courses are taught at
the paint company's regional training centers. They are not offered
through GM Common Training or GM Service Technical Course (STC) programs.Before being accepted into a scheduled course, a painter have one year
of professional experience and he or she must pass a proficiency exam.
Painters with less than one year of professional experience can take the
proficiency examination if they have completed GM's previous refinish
curriculum or are ASE-certified.The new performance-based painter certification course has two modules.
Part one is product training and Part two is color adjustment. Technicians
must complete the two modules within six months to gain GM certification.
To maintain certification, technicians must take a re-certification course
every two years.Another benefit from more hands-on training and performance-based
testing is that painters can work with and talk to experienced paint reps
and fellow painters. People who use modern paint materials day in and day
out have knowledge that's not written on the paint can, and the new
courses foster the ability of paint reps to teach these things. When
painters receive increased information and training, benefits are reaped
for non-warranty work, too. The things they learn help create a reputation
for quality work in collision work, restoration and even custom painting.
It's good for the resume, too.A higher level of safety training is also a benefit for the painter who
has received a lot of attention in the new program. Even though the paint
companies have gone out of their way to teach safety procedures, many
painters need to hear more about safety, need to be shown how to work
safely and then need to be performance-tested to make sure they know how
to use respirators and other safety equipment effectively. Painters need
to ask themselves, "Whose lungs are these?" and "What are
my lungs worth?" and then change their work habits to protect
themselves, Dotterer says.The methods of teaching safety vary among paint manufacturers. Some
show videos. Some have different types of respirators on hand to find out
if technicians know what type is applicable for a particular procedure. By
the end of the course, GM hopes that hearing feedback from the paint reps
and fellow painters will be a real eye-opener for technicians.Benefits for the Paint CompanyPainters should need certification from only one source, and there's
good reason why it should come from the paint company the painter uses.
After all, that is the one company that guarantees the products. The new
GM paintercertification program supports this and adds the requirement to teach
certain core procedures.In the past, paint companies had a difficult time deciding how much
training and testing to require because thecompetition among paint companies is so intense. With the GM
requirements, the playing field is level. Paint companies can now teach
essential procedures and then test painters to make sure they perform
properly. The higher level of support and contact painters receive with
this program helps each paint company build customer loyalty.Fewer paint problems and fewer comebacks benefit the paint companies as
much as the car owner and the body shop owner. Last-minute, unscheduled
visits to shops to diagnose paint failures cost the paint company plenty,
and each paint application problem makes the painter think about switching
suppliers. In the future, this performance-based training and testing
program may become the standard for paint companies and other
manufacturers. It even has the potential to go global.What's NextThe first step in establishing the standards necessary for quality
refinish work was the performance testing and certification of refinish
paint systems. GM accomplished this with the 4901 program. The next step
was the performance-based training and certification of painters. The
training curriculum and programs are in place now. A facility guideline
for body shops is a logical next step and that is expected down the road.
A painter needs certain minimum facilities and equipment to perform
quality repairs.Dotterer says GM also may develop computer-based training (CBT) for
painters, but this would be for only the fundamental lessons. Some paint
companies already have CBT courses for this reason, and they are
beneficial because CBT enables techs to learn at their own pace and they
help counter the challenge of drawing painters into a classroom.The carmakers believe that performance-based certification is a major
step in helping painters work smarter and safer. If their efforts are
successful, the carmakers and consumers will reap the benefits right along
with the technicians.Here are some thoughts from paint company personnel regarding
performance-based training for refinishers:"The new OEM certification training,as I see it, will be a tremendous benefitto the consumer. It should provide consumers with a good automotive
repair regardless of which coatings suppliers' products are used to do the
repair. This is based on the fact that the OEMs provided the same criteria
to the coating suppliers in developing a training program for their OEM
technicians."-Russ Boston, manager of training and technical service for PPG
Industries"The performance-based certification will help the technicians
increase their knowledge of the refinish process and fine tune their
application skills. The GM repair facility will benefit from this
certification by being able to guarantee the vehicle owner that they have
knowledgeable and highly skilled technicians who can return their vehicle
to its pre-accident condition."The training Akzo Nobel offers to our GM paint technicians is an
integral part of our customer relationship. This GM initiative will
reinforce our joint commitment to training and further solidify our
business partnership with our GM customers."-Bill McIlhargey, national trainingmanager for Akzo Nobel Coatings Inc."Changing paint technology makes continual training, on at least a
24-month basis, paramount...This is a huge opportunity for the industry as
a whole. The new certification program[s] elevate the training level of
technicians. GM, Ford and Mazda have made it clear that long-term customer
satisfaction is a priority and that they want technician training at the
highest level we can offer. This new program gives more teeth to the need
for performance-based painter training."-Robert B. Gray, director of OEM services for Sherwin-Williams"BASF has always been committed to training, and our recently
updated training curriculum provided an ideal foundation for the
certification program we developed in conjunction with GM. This program
will definitely benefit everyone involved-GM, the paint companies, repair
shops and consumers."-James K. Warren, manager of training for BASF Automotive Refinish"Through Spies Hecker's performance-based training, we evaluate
the student's progress through each step of the training process, enabling
us to focus more on the technician's skill and ability levels. The value
of training not only provides extensive product knowledge, but also builds
a stronger relationship and loyalty between the refinish technician, Spies
Hecker and the industry. This is done by raising the technician to a
higher level of experience and securing the confidence needed to perform
flawless refinish work every time."-Steve Brooks, national technical manager for Spies Hecker"This initiative of GM gives DuPont an opportunity to work closer
with refinish technicians and, while learning more from each other, raises
the level of expertise toward our mutual effort of improvingcustomer satisfaction benefiting the car owner. Customers will receive
the highest quality repair through intensive training standardized to GM
specifications, our product's performance and technical field support
resulting in restoring vehicles to pre-accident condition consistently
across all GM dealership collision facilities."-Jeff G. Fackler, national customer support and training manager for
DuPont Automotive Refinishes"The General Motors Paint Technician Certification Program has
true benefits for the GM customer, the paint technician, the GM dealer and
paint supplier. Through ICI Autocolor's performance-based training, paint
technicians will increase their skill level to produce a top quality
efficient repair. The GM dealership will see the direct benefit by
delivering a quality repair, on time, to their valued GM customer. Done
'right the first time' also reduces material consumption and provides more
repair capacity for shop."-William Shaw, North Americanmarketing director for ICI Autocolor"The fact that General Motors has stepped forward to put the
weight of its name behind a refinisher certification program can only help
the industry. I expect GM certification to set standards for training
content and quality-the result will be a generation of painters that havea grounding in 'best practices' from the beginning."-Steve Treutel, training manager for Standox North America
