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Collision Industry Conference
Parts & Airbags Committee
Questionnaire on Parts Handling and Quality

The CIC Parts & Airbags Committee was tasked this year with determining a set of "best business practices" for parts handling and setting a benchmark for parts quality. The reason for taking on this project was due to the issues surrounding parts quality, availability and purchase practices. Once established, these guidelines would promote the concept of a "level playing field" for all market segments.

"Parts" is a term used very loosely to define a number of different things. For the purposes of this questionnaire, we will define "parts" as to mean all components, singularly or in groups, used in the collision repair of an automobile, whether or not these components are OE (original equipment manufactured), non-OE (aftermarket, imitation, offshore, quality replacement part, etc.) or salvage (LKQ, used, recycled, etc.

Although "parts" is a sensitive and emotional subject for many, quite frankly, the business issues are very simple. Quality parts are needed in a cost effective and timely manner with purchase practices that are acceptable to all market segments, regardless of the parts origin.

Questionnaires were distributed by mail and at the July CIC meeting in Pittsburgh to members of all of the affected industry segments. Direct Opinions, a CSI service provider, conducted a telephone survey, also contacting members of the various industry segments. The results were presented at the October CIC meeting in Cleveland and are now being used to draft the guidelines. This draft will be presented at the December 3 meeting in Las Vegas. Here are the results of the written questionnaire and telephone survey:

1. What does "quality" mean?

A. A part should be able to meet OE manufacturers' requirements for fit, finish, and durability. 75%

B. A part should be of good quality if accepted by customer. 4.5%

C. A part is of good quality if it fits without additional labor. 11%

D. Other 4.5%

1.	What does "quality" mean?
A.	A part should be able to meet OE manufacturers' requirements for fit, finish, and durability.	75%
B.	A part should be of good quality if accepted by customer.	4.5%
C.	A part is of good quality if it fits without additional labor.	11%
D.	Other	4.5%

2. What is an "approved" part?

A. A part that is recognized by the OE manufacturer. 22%

B. A part that is acceptable to the customer. 16%

C. A part that is recognized as meeting the standards established by the OE manufacturer. 59%

D. Other 3%

2.	What is an "approved" part?
A.	A part that is recognized by the OE manufacturer.	22%
B.	A part that is acceptable to the customer.	16%
C.	A part that is recognized as meeting the standards established by the OE manufacturer.	59%
D.	Other	3%

3. What is a certified part?

A. A part deemed to be of good quality by someone. 0%

B. A part that has undergone testing to ensure its conformity to the OE specifications? 65%

C. A part that has been "crash" tested and performed appropriately. 27%

D. Other 3%

3.	What is a certified part?
A.	A part deemed to be of good quality by someone.	0%
B.	A part that has undergone testing to ensure its conformity to the OE specifications?	65%
C.	A part that has been "crash" tested and performed appropriately.	27%
D.	Other	3%

4. Is there any recourse for a poor quality part?

A. The supplier should take the part back without hassle. 15%

B. The information providers should be notified of a bad part and the part should be eliminated from the system. 15%

C. The "certifying entity" should immediately respond to a bad part claim and assist in notifying the distributors/jobbers of these issues as they arise to prevent the continued sales. 5%

D. Other - All of the above 65%

4.	Is there any recourse for a poor quality part?
A.	The supplier should take the part back without hassle.	15%
B.	The information providers should be notified of a bad part and the part should be eliminated from the system.	15%
C.	The "certifying entity" should immediately respond to a bad part claim and assist in notifying the distributors/jobbers of these issues as they arise to prevent the continued sales.	5%
D.	Other - All of the above	65%

5. Do all parts listed in a data base meet DOT or other standards?

A. All parts that are subject to DOT or other standards must meet them or not be allowed in the data base. 80%

B. Manufacturers and suppliers should provide documentation on all parts. 15%

C. All parts should be acceptable as long as they fit and look okay. 2%

D. Other 2%

5.	Do all parts listed in a data base meet DOT or other standards?
A.	All parts that are subject to DOT or other standards must meet them or not be allowed in the data base.	80%
B.	Manufacturers and suppliers should provide documentation on all parts.	15%
C.	All parts should be acceptable as long as they fit and look okay.	2%
D.	Other	2%

6. Is there a suitable warranty?

A. A warranty should consist of reasonable reimbursement for replacement of parts and labor for 5 years. 18%

B. A 5 year corrosion warranty should be provided on all sheet metal parts. 18%

C. All entities requesting use of a specific part or those choosing a part on their own, should be responsible for the part's fit, finish, corrosion resistance and crashability. Those entities will be responsible for seeking reimbursement from the manufacturers/suppliers. 60%

D. Other 4.5%

6.	Is there a suitable warranty?
A.	A warranty should consist of reasonable reimbursement for replacement of parts and labor for 5 years.	18%
B.	A 5 year corrosion warranty should be provided on all sheet metal parts.	18%
C.	All entities requesting use of a specific part or those choosing a part on their own, should be responsible for the part's fit, finish, corrosion resistance and crashability. Those entities will be responsible for seeking reimbursement from the manufacturers/suppliers.	60%
D.	Other	4.5%

7. What is the mechanism to determine parts quality?

A. A parts catalogue printed monthly 0%

B. A "real time" system that gives the information providers updated data daily 80%

C. An "800" phone number to check availability 17%

D. Other 3%

7.	What is the mechanism to determine parts quality?
A.	A parts catalogue printed monthly	0%
B.	A "real time" system that gives the information providers updated data daily	80%
C.	An "800" phone number to check availability	17%
D.	Other	3%

8. How many sources should be utilized to find suitable parts on one repair?

A. Up to 6 OEM, 2 aftermarket suppliers, and 3 salvage yards 8%

B. 1 - your choice 25%

C. OEM, 1 aftermarket, and 1 salvage 65%

D. Other 2%

8.	How many sources should be utilized to find suitable parts on one repair?
A.	Up to 6 OEM, 2 aftermarket suppliers, and 3 salvage yards	8%
B.	1 - your choice	25%
C.	OEM, 1 aftermarket, and 1 salvage	65%
D.	Other	2%

9. What are "fair" credit practices?

A. Cash On Delivery for all new customers 4%

B. A standardized "request for credit" should be submitted and approval given within 5 business days - Company check accepted until credit approved. 90%

C. Company checks accepted 5%

D. Other 1%

9.	What are "fair" credit practices?
A.	Cash On Delivery for all new customers	4%
B.	A standardized "request for credit" should be submitted and approval given within 5 business days - Company check accepted until credit approved.	90%
C.	Company checks accepted	5%
D.	Other	1%

10. Should a shop have to pay COD?

A. Until a history is established with a particular vendor 2%

B. Cash should never have to be paid; company check should be accepted. 3%

C. A shop should be able to submit a credit request and be approved within 5 days, thus eliminating the need for COD except possibly for reasons of bad credit or the first purchases. 95%

D. Other 0%

10.	Should a shop have to pay COD?
A.	Until a history is established with a particular vendor	2%
B.	Cash should never have to be paid; company check should be accepted.	3%
C.	A shop should be able to submit a credit request and be approved within 5 days, thus eliminating the need for COD except possibly for reasons of bad credit or the first purchases.	95%
D.	Other	0%

11. What is a "fair" return policy?

A. Damaged or wrong parts should be exchanged within 48 hours and return part picked up within 5 business days. A full refund should be given within 30 days, either in the form of a credit or returned check. All parts must be in original packaging and free from paint, etc. Labor reimbursement should be billed by the shop. 70%

B. Fifteen percent restocking fee should be allowed and credit within 30 days. 15%

C. Other (all of the above) 15%

11.	What is a "fair" return policy?
A.	Damaged or wrong parts should be exchanged within 48 hours and return part picked up within 5 business days. A full refund should be given within 30 days, either in the form of a credit or returned check. All parts must be in original packaging and free from paint, etc. Labor reimbursement should be billed by the shop.	70%
B.	Fifteen percent restocking fee should be allowed and credit within 30 days.	15%
C.	Other (all of the above)	15%

12. How many times should a shop try a part before purchasing an alternative?

A. 3 times within 30 days 0%

B. one time 35%

C. A part that is known to be a problem by a specific user should be documented and an alternate source sought to purchase from in the case of an LKQ or aftermarket part. In the event the part has been deemed unusable by 2 tries within a 90 day period, an alternate part should be used with notification to all parties. 55%

D. Other-Known change of supplier 10%

12.	How many times should a shop try a part before purchasing an alternative?
A.	3 times within 30 days	0%
B.	one time	35%
C.	A part that is known to be a problem by a specific user should be documented and an alternate source sought to purchase from in the case of an LKQ or aftermarket part. In the event the part has been deemed unusable by 2 tries within a 90 day period, an alternate part should be used with notification to all parties.	55%
D.	Other-Known change of supplier	10%

13. Should there be a labor reimbursement policy?

A. Reimbursement should be negotiated by the supplier and end user. 12%

B. If parts do not fit, the shop should be fully reimbursed for the part price and a minimal labor fee. In the event a part was fully or partially painted, a reimbursement fee shall be negotiated. In the event a part is usable with additional labor, a modest fee shall be paid by the supplier to the end user. 50%

C. All entities requiring use of a specific part or those choosing a part on their own, should be responsible for the part's fit, finish, corrosion resistance and crashability. Those entities will be responsible for seeking reimbursement from the manufacturers/ suppliers. 38%

D. Other 0%

13.	Should there be a labor reimbursement policy?
A.	Reimbursement should be negotiated by the supplier and end user.	12%
B.	If parts do not fit, the shop should be fully reimbursed for the part price and a minimal labor fee. In the event a part was fully or partially painted, a reimbursement fee shall be negotiated. In the event a part is usable with additional labor, a modest fee shall be paid by the supplier to the end user.	50%
C.	All entities requiring use of a specific part or those choosing a part on their own, should be responsible for the part's fit, finish, corrosion resistance and crashability. Those entities will be responsible for seeking reimbursement from the manufacturers/ suppliers.	38%
D.	Other	0%

14. What is a reasonable delivery time, should it relate to mileage?

A. 100 miles 2%

B. Anywhere within the same state 4%

C. The only parameter should be that the part be delivered within 48 hours (2 business days) of being ordered, regardless of where it is sent from (except in rare cases). 90%

D. Other - negotiated terms 4%

14.	What is a reasonable delivery time, should it relate to mileage?
A.	100 miles	2%
B.	Anywhere within the same state	4%
C.	The only parameter should be that the part be delivered within 48 hours (2 business days) of being ordered, regardless of where it is sent from (except in rare cases).	90%
D.	Other - negotiated terms	4%

15. Is there any one delivery method better than others?

A. If appropriate, the vendor's own delivery vehicles should be utilized. In the event an outside trucking firm or UPS, FedEx, etc. is used, all parts should be insured and properly packaged. A means of inspection is needed prior to accepting parts. Return tags should accompany all parts. 70%

B. Any method is acceptable provided the part arrives timely and safe. 25%
C. Other 0%

15.	Is there any one delivery method better than others?
A.	If appropriate, the vendor's own delivery vehicles should be utilized. In the event an outside trucking firm or UPS, FedEx, etc. is used, all parts should be insured and properly packaged. A means of inspection is needed prior to accepting parts. Return tags should accompany all parts.	70%
B.	Any method is acceptable provided the part arrives timely and safe.	25%
C.	Other	0%