Agenda

Wednesday, September 9th
04:00P-06:00P Conference Check-in (table)
07:00P Welcome Reception
Thursday, September 10th
06:30A-08:00A Breakfast
08:30A FIX AUTO Kick-off - Welcome Liz Introduction
08:40A Erick Bickett, FIX AUTO CEO Introduction
08:45A General Session - FIX AUTO Strategic Marketing Plan
Vincent Romans, Matthew Ohrnstein, Marcy Tieger
10:30A Break
10:45A General Session - Erick Bickett, Future of Fix
Break-out
12:00P Lunch
01:00P General Session - Insurance Panel
Moderated by Ron Guilliams Vice-President Fix Auto Client Services
Randy Hanson / Allstate / Auto Director
Chris Evans / Senior Claims Consultant / State Farm
Joe Laurentino / Director of Claims / Esurance
Doug Irish / Home Office Claims / Met Life
David Kaye / Farmers Insurance Group / Colorado State COD
03:00P Adjourn for the day
03:15P Dinner / Activities
Friday, September 11th
07:30A Breakfast
08:30A Break-out
10:00A Break
10:15A Break-out
11:45A Lunch
01:00P Break-out
02:30P Break
03:00P Break-out
06:00P Awards Banquet

Click here to view printable version of class descriptions and speaker profiles.
 
David Kaye

David has been part of the automotive industry for 30 years having worked in the dealership fixed operations, tier one automotive designers and insurance. He began his career at dealership level in the Los Angeles area learning everything from service, body shop, parts and dealership construction working in both the domestic and import markets. After 12 years in fixed operations management, David was Vice President and co-founder of Diversified Dealership Services which was mainly involved in the emerging telematics market utilizing navigation and communication platforms. In the mid 90’s the company merged with Mobile Installation Technologies based in Marietta, Georgia and Airbiquity of Bainbridge Island Washington and continued to work on telematics projects which included certain aspects of On-Star and Highway Master, co-writing the installation manuals for 77 makes, models and platforms integrating telematics equipment for it’s current and practical use in vehicles. With the conclusions of the telematics contracts David then returned to his dealership roots in Northern California. In 2005 David joined Farmers Insurance Group in Northern California starting in field claims and eventually utilizing his direct repair experience from the automotive industry and became part of the Northern California COD department. In 2007 David assisted in the eastern auto zone for Farmers Insurance Group, managing the state of Virginia COD program for several months. Upon returning to Northern California zone he was offered the position of managing the Colorado state COD market. During his time here the state has undergone major changes in the way the direct repair program works with the insurance company enjoying a very successful business change in the automotive – insurer relationship. David is a graduate of Trinity College and University with a bachelor’s degree in Business Administration / Management.
Marcy Tieger

Marcy Tieger began her professional career in 1982, working as a senior claim representative for a major insurer. While working in the insurance industry, she attended law school, graduating in 1987. She became a member of the State Bar of California that same year.

Prior to joining Symphony Advisors, Ms. Tieger was a principal with the firm Berger Kahn, where she specialized in insurance, labor and employment, and business litigation. Earlier in her legal career, she was founding partner of Tieger and Bumiller, a boutique law firm focusing on insurance matters. She also served as an adjunct professor at Western State University, College of Law, where she taught Litigation Practice.

Ms. Tieger has lectured and provided training to the International Institute of Research, Southern California Fraud Investigators Association, as well as various collision and insurance industry groups regarding management development and training issues. She has presented at NACE regarding employment-related matters and understanding the rights and obligations of shops, insurers and consumers in the repair process. She has also spoken at the Akzo Nobel ACOAT Annual Meeting regarding recruiting, development and retention of employees.

A frequent author, Ms. Tieger has contributed articles to Collision Week, Autobody Repair News (ABRN), Auto Inc., Fender Bender, BASF’s The Winning Spirit, Los Angeles Daily Journal, San Francisco Daily Journal, Chicago Daily Bulletin, California Lawyer, Verdict Magazine and Claims Magazine on a variety of topics ranging from strategic planning in a dynamic marketplace to the business case for more women on the shop floor.

Ms. Tieger serves on the board of the Women’s Industry Network (WIN), is a trustee of the Collision Industry Foundation and is a member of the Collision Industry Conference (CIC). She is also an ambassador to the Irvine Public Schools Foundation. She holds a B.A. and a M.A. from California State University, Fullerton, and a Juris Doctor from Western State University, College of Law. 
Matthew Ohrnstein

Matthew Ohrnstein currently serves as Managing Director of Symphony Advisors, LLC, a management consulting firm focused on delivering strategic, operational and financial advisory services to participants in the automobile aftermarket parts and services supply chain and to automobile insurance physical damage claims organizations.

From the Company’s founding and initial financing in 1997 until October, 2004, Mr. Ohrnstein served as Chairman and CEO and led Caliber Collision Center’s strategic initiatives and key financial relationships. Mr. Ohrnstein led the development and the financing of the Company from The Zurich Group, Oak Hill Partners (the NY investment vehicle for the Robert Bass Group), The Interinsurance Exchange of the Automobile Club of Southern California, BNY Capital Partners, L.P. (The Bank of New York) and 1818 Mezzanine Fund, L.P. (Brown Brothers Harriman).

Over the course of Ohrnstein’s 8 year tenure, Caliber Collisions Centers acquired or developed 68 collision repair centers in California (38) and Texas (30) with annual revenues exceeding $200 million and over 1,600 employees. In 2001, 2002 and 2003, Caliber Collision Centers was included on the INC 500 List of the fastest growing privately-held companies in America. In 2001, Caliber was ranked #9 by INC Magazine, and was the fastest growing privately-held company in California.

Mr. Ohrnstein began his career in 1977 with Peat, Marwick, Mitchell & Co. (predecessor to KPMG), in New York and Los Angeles. In 1980, Mr. Ohrnstein joined Insureco Incorporated as vice president and corporate controller of this insurance and information processing holding company. Beginning in 1983, Mr. Ohrnstein served as executive vice president and chief financial officer of CAIR Systems Corporation, a leading information systems and services provider to property and casualty insurance agents and brokers. In 1991, Mr. Ohrnstein joined Specialty Insurance Service as President and CEO. Specialty Insurance Service, now a subsidiary of NYSE traded Fiserv, is a leading information systems and service provider to property and casualty insurance companies.

Mr. Ohrnstein holds an undergraduate degree in Accounting from Pennsylvania State University and an MBA from Pepperdine University. He is a Certified Public Accountant.
Vincent Romans

Vincent Romans is the founding partner of The Romans Group LLC. He has over 30 years of consulting and operating experience with domestic and global enterprises. The Romans Group LLC, founded in 1996, provides business, market, financial, and strategic development advisory services to the property and casualty auto physical damage insurance, automotive services, property restoration, and related supply chain segments.

Mr. Romans and his associates have a history of success in general management, product, market and business development, strategic planning, financial analysis, management and planning, alliance and partnership development, mergers and acquisitions, sales and marketing, customer service, operations, and research and development. Mr. Romans understands and practices the art of interest alignment among existing and prospective clients, business associates, constituent groups, and strategic alliance partners.

Prior to forming The Romans Group LLC, Mr. Romans held senior management positions with CCC Information Services, Inc., a leading supplier of claims information, advanced software communications systems, and internet and wireless-enabled technology solutions to the automotive claims, collision repair, and property and casualty insurance industries. While at CCC, Mr. Romans developed and implemented collision repair networks outsourced by the property and casualty insurance industry for auto physical damage claims processing, management and business intelligence. Additionally, his responsibilities included new market and business development, executive-level consultative sales and marketing, strategic alliances and business partnerships, product and business acquisitions, and business and market exit planning and implementation. Prior to CCC Information Services, Mr. Romans worked with the Globe Group, VISTAR, a national firm providing auto glass installation and preferred provider network services to the property and casualty insurance and collision repair industries. His responsibilities included the development, planning, and implementation of both the U.S.A. Glass and Auto Glass by Sears networks. These networks were implemented in conjunction with Allstate and other early adopter insurance companies. Additionally, Mr. Romans was responsible for establishing and integrating the corporate strategic planning process, developing sales and marketing strategies, and developing and implementing pricing policy.

His international experience includes extensive business, product, and market development in Asia, Europe, and South America for Tiger International (Flying Tigers). His 13-year career with Tiger International included sales and marketing management through general management of a $140 million air freight operation.

Mr. Romans participates as a board director and strategic advisory board member to various organizations. He received his MBA from Temple University and his BS in Marketing Management from Pennsylvania State University.
Chris Evans
Claim Consultant, P&C Claims
State Farm Insurance Companies>

Chris received his technical and management training in the collision industry in 1982 attending Collision Technical schools in Ohio and Pennsylvania. He secured a career as a collision technician, and then a collision center manager in 1986 while attending College in Ohio in the evenings.  Chris joined State Farm in 1988 as an Auto Estimator in Ohio, and then was promoted to Property Claim Trainer in 1992. He then moved to State Farm’s corporate offices in Bloomington, IL to work in Claims Research, Learning and Development, and hold other various positions in Claims.

Chris is currently responsible for claim & business consulting to several of State Farm’s zones. Chris also serves as Chairman of the I-CAR Education Foundation. He also serves on the SkillsUSA National Collision committee as well as serving on several estimating vendor advisory boards.    

Chris has been married for 22 years and has three kids. 
Randy Hanson
Auto Director
Allstate

Began Allstate career in St. Louis in 1978.  Progressed through a variety of claim positions and leadership roles in the Field.    Most recent positions:

January 2003 – Appointed to the leadership role in the redesign of  PRO practices, procedures and processes.  Introduced these changes to the Field organization in May 2004.

September 2004 – Director of Procurement, Training & Field Process Support for Sterling AutoBody.

February 2006 – Appointed Application Delivery Lead for the development, design, build, test and implementation of a new claim delivery platform for Allstate.  This is the largest technology project undertaken by Allstate.  Deployed on June 30th.

March 2008 – Appointed Claim Service Manager for PRO.  Provide senior leadership and direction for Allstate’s Priority Repair Option (PRO) program in the management of affiliated repair facilities.

January 2009 – Appointed Auto Claim Director.Provide Field Support for Auto Process Development/Mastery
Joe Laurentino
Material Damage Director
Esurance

Joe has been part of this industry for 25 years having worked in the insurance, shop, and IA arenas. He began my career at Hanover Insurance as an appraiser, was promoted to Appraisal Supervisor and then Appraisal Manager. He left Hanover Insurance in the late 1990’s for the New Jersey Department of Insurance to assist with the conversion from the JUA to the Market Transition Facility, MTF. Both were assigned risk pools who, at the height of the insurance and political turmoil in NJ, insured more than half the states drivers.

After 3 years, the political climate once again changed in NJ and the MTF was disbanded. This afforded Joe the opportunity to form his own independent appraisal company servicing northern NJ. At the same time a good friend of his was operating a small repair facility and, in time, they agreed to merge the businesses. The shop business began to prosper and he spent some great years servicing their fine customers in Jersey City while learning the “other side” of the business. They successfully interacted with all their insurance partners in both DRP and non-DRP relationships.

As the new millennium approached, Joe felt the desire to move back into corporate America and he was presented with an opportunity to rejoin his mentor at GE Property and Casualty. It was an exciting time and an amazing company. Innovation, accountability, and customer service were all pillars of the GE culture and permeated throughout the organization. While at GE he learned many of the managerial skills he utilizes today. GE Property and Casualty eventually were acquired by AIG and in April of 2005 he accepted the position of Material Damage Director for Esurance. At Esurance Joe was challenged with developing a national material damage philosophy, structure, and best practices. Since then they have quadrupled in size and have built a department robust with technology, strong in partner relationships, and able to deliver the service their specialized customer base demands. He believes to compete in today’s market you need to maximize efficiency through technology and enhanced workflows while fostering successful partnerships and never losing your focus on servicing the customer.
Doug Irish
Home Office Claims-Guaranteed Repair Program Administrator
Met Life

Doug has been in the industry for over 27 years prior to joining the Met Life Team Doug owned Irish Automotive and was a body shop manager at several facilities both independent and dealership shops. At Met Life as the Guaranteed Repair Program Administrator he collaborates with Claim Financial Management Team to create monthly reporting to best assess program successes and opportunities for countrywide Guaranteed Repair Program (GRP). He works with the appropriate members of the Home Office technical auto team and the Property Unit Managers, (PUM) to define the GRP Coordinator position to ensure job duties, reporting and responsibilities are consistent and align with program objectives. He monitors work volume, performance results and production reports; communicate and provide direction to GRP shops and GRP Coordinators. Doug works with Field Claim Office, (FCO) coordinators and champions. He conduct’s Regional 20 Group Meetings for GRP shops performing in the top 20 percent of program. He works with Home Office Field Review team, FCO, and Coordinators to calibrate Coordinators and Hybrid’s, (Adjuster/Coordinator, Supervisor/Coordinator) for QAP inspections.

He has served on several technical advisory boards, i.e. Audatex Technical Advisory Board, Mitchell Advisory Board, etc, in order to gather competitive intelligence of industry trends, information provider offerings, new and evolving technology within the insurance and auto repair industry. He is also former town of Queensbury Councilman and Chairman, Town of Queensbury Recreation Commission. 
Goodwill Harvest- Keeping Your Customer for Life
Taught by Steve Schoolcraft

Customer retention and new sources of business referrals are arguably the most important business aspects your company needs to master in any economic environment. In this class, attendees will learn the importance of staying “top of mind” with the customer and potential customer. We will review the five tips on increasing customer loyalty and how to create reward programs to increase likelihood of increased satisfaction and referrals. Also, learn how other businesses can become excellent referral sources for your business. Be prepared to be inspired! 


Steve Schoolcraft
Phoenix Solutions

After graduating from the Lake Forest Graduate School of Management in 1985, Steve shifted his focus from sales to results marketing management. Spending over 25 years in various executive sales and administration roles at Illinois Tool Works and Sun Chemical, Steve launched his own results marketing firm Phoenix Solutions in July of 1988.

Phoenix Solutions was formed to assist corporations in the automotive industry by developing effective results marketing solutions. Specializing in the collision industry, his business has delivered the most all-inclusive Customer Relationship Management products available today, providing increased sales to every committed member. In addition, Phoenix Solutions has developed a comprehensive customer research system that dimensions customer perceptions that preside over a collision facility’s sales performance.

With over 20 years of hands on results marketing experience, Steve and his firm have emerged as the foremost authority in “On Demand” marketing concepts for the collision repair industry. Understanding how different businesses grow, market and manage sales has been Steve’s objective for the past decade.

Phoenix Solutions provides a complete range of results marketing products to the collision industry.
Steve Schoolcraft
Phoenix Solutions

After graduating from the Lake Forest Graduate School of Management in 1985, Steve shifted his focus from sales to results marketing management. Spending over 25 years in various executive sales and administration roles at Illinois Tool Works and Sun Chemical, Steve launched his own results marketing firm Phoenix Solutions in July of 1988.

Phoenix Solutions was formed to assist corporations in the automotive industry by developing effective results marketing solutions. Specializing in the collision industry, his business has delivered the most all-inclusive Customer Relationship Management products available today, providing increased sales to every committed member. In addition, Phoenix Solutions has developed a comprehensive customer research system that dimensions customer perceptions that preside over a collision facility’s sales performance.

With over 20 years of hands on results marketing experience, Steve and his firm have emerged as the foremost authority in “On Demand” marketing concepts for the collision repair industry. Understanding how different businesses grow, market and manage sales has been Steve’s objective for the past decade.

Phoenix Solutions provides a complete range of results marketing products to the collision industry.
Fix Tools to Help Measure Your Business Performance-
Taught by Stepan Altounian and Rich Pannazzo

Learn about some of the Fix Auto tools and reports that are available to you. Learn what the categories are and where the information is pulled from. In this class you will learn how to use the latest “Coaching Dashboard,” “Going Green Report,” and various peer measurement reports that are available at your fingertips. 


Stepan Altounian
Director of National Accounts
Fix Auto USA

Stepan went to LA Trade Tech and majored in Automotive Technology. Shortly after graduation he worked as a mechanic and eventually bought a mechanic shop. After he sold the Mechanic shop he bought a body shop. The previous owner was losing over $250k and in 6 months Stepan had turned the business around to be profitable. Stepan was one of the first shop owners to participate in a auto body 20 group format and out of this group came the idea to form Caliber Collision with Erick Bickett and several other major shop operators in Southern California. Stepan worked for Caliber Collision for 9 years in various positions helping the operations of the Caliber shops in California and Texas.

Stepan left Caliber Collision to purse an education in the principles of Lean Six Sigma since he wanted to help shops improve their processes. He received his Black Belt Certification in 2008. He was recruited back into the industry by Erick Bickett and works with the Fix Auto team to help increase shop efficiency through creation of enhanced measurement tools and SOPs. He also works on behalf of the network as a liaison with shops and Fix Auto’s strategic partners. 

Rich Pannazzo
Training Development Manager
Fix Auto USA

Rich Pannazzo began his career with Fix Auto as a Quality Assurance Auditor for the Southern California Fix Auto group. Shortly after, he transitioned to the position of Training and Development Manager for Auto Center Auto Body where he spent 2 years working directly with VP and Chief Operation Officer Rusty Rauls they developed and implemented the Fix Production System and Lean efforts in their Ontario South location, using several innovative auditing and reporting tools based on the data available from the Fix Tools and Reporting systems. His most recent move was to Fix Auto USA, where he is now tasked with supporting the Network on many levels. Rich has a broad working knowledge of the many tools and reports available from Cyncast and Fix Auto, and how they apply to the day-to-day operations at a repair facility.

Prior to Fix Auto, Rich served 12 years in the United States Air Force as a Non Commissioned Officer where he was first introduced to tools and reporting in the Total Quality Management (TQM) days. He also served as Section Chief for 2 equipment maintenance support units where he oversaw and was certified in Repair Cycle Management and Supply Logistics. While serving he earned an Associates in Applied Sciences/Electronic Engineering from the Community College of the Air Force, with a background in Leadership and Management. He is also a US Military Certified Trainer, and is US Dept of Labor OSHA certified in General Safety and Hazardous Material handling. And believe it or not, Rich also has an Associate’s Degree from CSCA as a Le Cordon Bleu chef! Maybe if you’re lucky, he’ll cook for the class!
Stepan Altounian
Director of National Accounts
Fix Auto USA

Stepan went to LA Trade Tech and majored in Automotive Technology. Shortly after graduation he worked as a mechanic and eventually bought a mechanic shop. After he sold the Mechanic shop he bought a body shop. The previous owner was losing over $250k and in 6 months Stepan had turned the business around to be profitable. Stepan was one of the first shop owners to participate in a auto body 20 group format and out of this group came the idea to form Caliber Collision with Erick Bickett and several other major shop operators in Southern California. Stepan worked for Caliber Collision for 9 years in various positions helping the operations of the Caliber shops in California and Texas.

Stepan left Caliber Collision to purse an education in the principles of Lean Six Sigma since he wanted to help shops improve their processes. He received his Black Belt Certification in 2008. He was recruited back into the industry by Erick Bickett and works with the Fix Auto team to help increase shop efficiency through creation of enhanced measurement tools and SOPs. He also works on behalf of the network as a liaison with shops and Fix Auto’s strategic partners. 
Rich Pannazzo
Training Development Manager
Fix Auto USA

Rich Pannazzo began his career with Fix Auto as a Quality Assurance Auditor for the Southern California Fix Auto group. Shortly after, he transitioned to the position of Training and Development Manager for Auto Center Auto Body where he spent 2 years working directly with VP and Chief Operation Officer Rusty Rauls they developed and implemented the Fix Production System and Lean efforts in their Ontario South location, using several innovative auditing and reporting tools based on the data available from the Fix Tools and Reporting systems. His most recent move was to Fix Auto USA, where he is now tasked with supporting the Network on many levels. Rich has a broad working knowledge of the many tools and reports available from Cyncast and Fix Auto, and how they apply to the day-to-day operations at a repair facility.

Prior to Fix Auto, Rich served 12 years in the United States Air Force as a Non Commissioned Officer where he was first introduced to tools and reporting in the Total Quality Management (TQM) days. He also served as Section Chief for 2 equipment maintenance support units where he oversaw and was certified in Repair Cycle Management and Supply Logistics. While serving he earned an Associates in Applied Sciences/Electronic Engineering from the Community College of the Air Force, with a background in Leadership and Management. He is also a US Military Certified Trainer, and is US Dept of Labor OSHA certified in General Safety and Hazardous Material handling. And believe it or not, Rich also has an Associate’s Degree from CSCA as a Le Cordon Bleu chef! Maybe if you’re lucky, he’ll cook for the class!
Creating a Culture That Creates and Sustains Positive Change
Taught by Stepan Altounian and Ron Kuhn


Are you frustrated with not getting anywhere in your businesses performance after a significant investment? Are you considering investing in improving your business? If you answered yes to either of these questions, then this class is for you. This class will cover moving from a reactive approach to a proactive approach, the 8-step process for successful change, how to create and sustain an environment of continuous improvement and the pit-falls leaders need to avoid to be successful at sustaining positive change.

Stepan Altounian
Director of National Accounts
Fix Auto USA

Stepan went to LA Trade Tech and majored in Automotive Technology. Shortly after graduation he worked as a mechanic and eventually bought a mechanic shop. After he sold the Mechanic shop he bought a body shop. The previous owner was losing over $250k and in 6 months Stepan had turned the business around to be profitable. Stepan was one of the first shop owners to participate in a auto body 20 group format and out of this group came the idea to form Caliber Collision with Erick Bickett and several other major shop operators in Southern California. Stepan worked for Caliber Collision for 9 years in various positions helping the operations of the Caliber shops in California and Texas.

Stepan left Caliber Collision to purse an education in the principles of Lean Six Sigma since he wanted to help shops improve their processes. He received his Black Belt Certification in 2008. He was recruited back into the industry by Erick Bickett and works with the Fix Auto team to help increase shop efficiency through creation of enhanced measurement tools and SOPs. He also works on behalf of the network as a liaison with shops and Fix Auto’s strategic partners. 

Ron Kuehn
President
Collision Business Solutions

Ron is an internationally known speaker, author, instructor and business consultant with a passion for process improvement. Ron has held high level positions with I-CAR, Sherwin-Williams, Automotive Finishes, and ABRA Auto Body & Glass.

After a career of over 30 years in the Collision Repair Industry, Ron started Collision Business Solutions, Inc in 2007 and began sharing his problem solving principles with other business segments.

Similar success is now experienced with current clients in the personnel management, health care, and software industries, as well as a growing list of automotive service companies.
Ron Kuehn
President
Collision Business Solutions

Ron is an internationally known speaker, author, instructor and business consultant with a passion for process improvement. Ron has held high level positions with I-CAR, Sherwin-Williams, Automotive Finishes, and ABRA Auto Body & Glass.

After a career of over 30 years in the Collision Repair Industry, Ron started Collision Business Solutions, Inc in 2007 and began sharing his problem solving principles with other business segments.

Similar success is now experienced with current clients in the personnel management, health care, and software industries, as well as a growing list of automotive service companies.
Innovative Marketing Panel
Craig Camacho, Pat O’Neil, Curtis Nixon and Carl Garcia Moderated by Mike LeVasseur

The current economic environment requires thinking outside of the box when marketing your business. This panel contains some of the cutting edge marketing minds in the industry who are successfully growing their business through innovative marketing solutions as well as constantly measuring results.

Craig Camacho,
Marketing Director
Keenan Auto Body, Inc.

After college Craig worked for Buten Paints, a local paint store competing with MAB and Sherman Williams. Throughout his sales career he held positions such as salesman, F&I manager and sales manager at a few different dealerships. In 1996, he opened Glenolden Auto Sales, his own pre-owned car dealership. In 1998 he transitioned to Collision Specialties the on-site body shop and phased out his car sales involvement.

Since joining Keenan in June of 2002, he has become their Marketing Director and has implemented many different marketing initiatives and strategies that have helped make Keenan what it is today. Throughout his tenure, he has been a member of two different BNI networking groups, five different chambers of commerce, hold a PA appraiser’s license and ICAR certifications and am a CIC Gold Pin sponsor.

Craig resides in Chester County, PA with his wife Donna, daughter Cara, son Cameron and my step-son Michael. They share their home and lives with Maddy their Jack Russell Terror and Trevor their Yellow Lab Mix.

Pat O’Neil
Co-Founder
911 Collision Centers, Inc.

Patrick O’Neill is co-founder of 911 Collision Centers & Auto Glass headquartered in Tucson AZ. Founded in August 1998 and now with 7 locations, 911 Collision Centers & Auto Glass is the past recipient of the National Auto Body Councils Pride Award for their broad commitment to community service. They have also received such notable accolades as AAA’s Top Shop award for service and repair excellence. They were runner- up in the Better Business Bureau’s International Ethics in Business award. O’Neill, as COO, has guided the company from a start-up to annual sales in excess of $14,000,000 and attributes much of the company’s phenomenal growth to an effective marketing plan to consumers and insurers. The company expanded into Las Vegas, NV in March of 2006 and opened its second location in June 2007. 911 Collision Centers & Auto Glass plans to continue its expansion throughout the southwestern United States.

Curtis Nixon
Owner of Fix El Monte and Co-Founder of Fix NexGen

Curtis Nixon is a 3rd generation collision repairer and has been in the industry for 22 years. He started taking the trash out in the shop and is presently the owner of Fix Auto El Monte and co-founder of Fix NexGen. Fix NexGen is an auto body management firm and Curtis currently oversees and assists in managing the day to day operations of 4 independent collision repair facilities that do overall gross sales of over $10 million with 75 employees. Curt is very active in the collision industry and is the past president of the San Gabriel CAA Chapter. He also is in the Nation Auto Body Council member and has participates in Recycled Rides. He is ICAR Platinum Certified. His facility, Fix Auto El Monte got the LA county WRAP award for recycling.

Carl Garcia
Co-Owner
Carl’s Collision Center

Carl Garcia considers himself to have been in the business forever. By the time he was born, his immigrant father owned a very successful auto body shop with his cousin. As two young men who came to America with a dream to better themselves, they worked hard in the industry and saved their money to open a shop.

After college Carl’s father let him go to work for him full time after a few fights of him telling Carl to do something else. Carl did work in the shop part-time during the summer, but his father felt there was no future in the industry. He told Carl that if he was going to work for him full time, he would have to start at the bottom and work his way up. After all it was not just his business, he was partners with his cousin, who also had kids and they wanted no part of the business. So Carl would sand, mask and buff during the day. When night would come he would punch out and head to the office and find ways to make money with his pen. They had a very good business going on, but their customers were getting old and they were starting to lose their customer base so he would come in on Saturdays and build up his own customer base.

His father sold off his half of the business to his cousin and opened Carl’s Collision Center, Inc. in 1994. Over the years Carl has put sweat into the company for ownership. Today he is an equal partner with his dad and they are both business men. Nothing makes him more proud than the fact that they have moved forward together.

Mike LeVasseur
Executive Vice President, C.O.O.
Keenan Auto Body, Inc.

Mike LeVasseur entered the collision industry in 1976 when his high school Consumer Economics teacher got him a job at his father’s Auto Body Supply store. The irony of Consumer Economics and Auto Body colliding would change his life forever.

He enrolled in Thaddeus Stevens State School of Technology and continued to work in a small auto body shop, hoping to learn more of this industry. However, working for a Korean immigrant who spoke little English proved to be one of the best, and at times challenging, experiences in his early career. He assumed the role of translator and teacher of all things American to a teenager, and in return he taught Mike that hard work, pride of ownership, and most importantly family is the key to a successful life. To this day, they still trade industry tips that are not lost in translation.

In 1980, Mike joined Rafferty Pontiac, GMC, Subaru and spent the next 13 years as a technician and body shop manager. In 1993, he met Don Keenan at a CCC seminar. Shortly thereafter, he opened the first expansion shop of Keenan Auto Body, Inc. “Keenan Auto Body West”. In 2001 Mike was promoted to partner, and assumed the role of Executive Vice President, C.O.O. They currently operate 8 facilities, encompassing two states, with sales exceeding $17 million and growing.
Craig Camacho,
Marketing Director
Keenan Auto Body, Inc.

After college Craig worked for Buten Paints, a local paint store competing with MAB and Sherman Williams. Throughout his sales career he held positions such as salesman, F&I manager and sales manager at a few different dealerships. In 1996, he opened Glenolden Auto Sales, his own pre-owned car dealership. In 1998 he transitioned to Collision Specialties the on-site body shop and phased out his car sales involvement.

Since joining Keenan in June of 2002, he has become their Marketing Director and has implemented many different marketing initiatives and strategies that have helped make Keenan what it is today. Throughout his tenure, he has been a member of two different BNI networking groups, five different chambers of commerce, hold a PA appraiser’s license and ICAR certifications and am a CIC Gold Pin sponsor.

Craig resides in Chester County, PA with his wife Donna, daughter Cara, son Cameron and my step-son Michael. They share their home and lives with Maddy their Jack Russell Terror and Trevor their Yellow Lab Mix. 

Pat O’Neil
Co-Founder
911 Collision Centers, Inc.

Patrick O’Neill is co-founder of 911 Collision Centers & Auto Glass headquartered in Tucson AZ. Founded in August 1998 and now with 7 locations, 911 Collision Centers & Auto Glass is the past recipient of the National Auto Body Councils Pride Award for their broad commitment to community service. They have also received such notable accolades as AAA’s Top Shop award for service and repair excellence. They were runner- up in the Better Business Bureau’s International Ethics in Business award. O’Neill, as COO, has guided the company from a start-up to annual sales in excess of $14,000,000 and attributes much of the company’s phenomenal growth to an effective marketing plan to consumers and insurers. The company expanded into Las Vegas, NV in March of 2006 and opened its second location in June 2007. 911 Collision Centers & Auto Glass plans to continue its expansion throughout the southwestern United States.
Curtis Nixon
Owner of Fix El Monte and Co-Founder of Fix NexGen

Curtis Nixon is a 3rd generation collision repairer and has been in the industry for 22 years. He started taking the trash out in the shop and is presently the owner of Fix Auto El Monte and co-founder of Fix NexGen. Fix NexGen is an auto body management firm and Curtis currently oversees and assists in managing the day to day operations of 4 independent collision repair facilities that do overall gross sales of over $10 million with 75 employees. Curt is very active in the collision industry and is the past president of the San Gabriel CAA Chapter. He also is in the Nation Auto Body Council member and has participates in Recycled Rides. He is ICAR Platinum Certified. His facility, Fix Auto El Monte got the LA county WRAP award for recycling.
Carl Garcia
Co-Owner
Carl’s Collision Center

Carl Garcia considers himself to have been in the business forever. By the time he was born, his immigrant father owned a very successful auto body shop with his cousin. As two young men who came to America with a dream to better themselves, they worked hard in the industry and saved their money to open a shop.

After college Carl’s father let him go to work for him full time after a few fights of him telling Carl to do something else. Carl did work in the shop part-time during the summer, but his father felt there was no future in the industry. He told Carl that if he was going to work for him full time, he would have to start at the bottom and work his way up. After all it was not just his business, he was partners with his cousin, who also had kids and they wanted no part of the business. So Carl would sand, mask and buff during the day. When night would come he would punch out and head to the office and find ways to make money with his pen. They had a very good business going on, but their customers were getting old and they were starting to lose their customer base so he would come in on Saturdays and build up his own customer base.

His father sold off his half of the business to his cousin and opened Carl’s Collision Center, Inc. in 1994. Over the years Carl has put sweat into the company for ownership. Today he is an equal partner with his dad and they are both business men. Nothing makes him more proud than the fact that they have moved forward together.
Mike LeVasseur
Executive Vice President, C.O.O.
Keenan Auto Body, Inc.

Mike LeVasseur entered the collision industry in 1976 when his high school Consumer Economics teacher got him a job at his father’s Auto Body Supply store. The irony of Consumer Economics and Auto Body colliding would change his life forever.

He enrolled in Thaddeus Stevens State School of Technology and continued to work in a small auto body shop, hoping to learn more of this industry. However, working for a Korean immigrant who spoke little English proved to be one of the best, and at times challenging, experiences in his early career. He assumed the role of translator and teacher of all things American to a teenager, and in return he taught Mike that hard work, pride of ownership, and most importantly family is the key to a successful life. To this day, they still trade industry tips that are not lost in translation.

In 1980, Mike joined Rafferty Pontiac, GMC, Subaru and spent the next 13 years as a technician and body shop manager. In 1993, he met Don Keenan at a CCC seminar. Shortly thereafter, he opened the first expansion shop of Keenan Auto Body, Inc. “Keenan Auto Body West”. In 2001 Mike was promoted to partner, and assumed the role of Executive Vice President, C.O.O. They currently operate 8 facilities, encompassing two states, with sales exceeding $17 million and growing.
E-Myth Revisited Book Study Final Wrap-up
Taught by Mark Claypool


Earn 38 Automotive Management Institute credits at this year’s Conference! This class is the final wrap-up of the 7 week group study course that members of your Fix USA Team will be participating in. This study course is based on the book by Michael Gerber (the 2003 Fix Auto National Conference Key note speaker) The E-Myth Revisited. Whether you own or run a shop yourself, a jobber operation, or other related business, this book will provide you with key insights on how to make life easier as a business owner, operator, or manager. The lessons learned from this study can be applied to all aspects of running a business from Owners to Employees.

Mark Claypool
Chairman and CEO, Optima Worldwide
President, Select Tech Professional Services

Mark Claypool is an entrepreneur, living the American dream. He has founded 4 companies, 2 non-profits and 1 foundation in his career. He is currently the Chairman and CEO of Optima Worldwide, and President of Select Tech Professional Services and was the founder of the Mentors At Work organization, now owned by VeriFacts Automotive. Mr. Claypool has worked in occupational mentoring, training, workforce development and business/education partnerships for over 25 years. After receiving his degree in Education from the University of Illinois, Mr. Claypool began his career with the co-ed Career Exploring Division of the Boy Scouts of America. From 1989 to 1996 he served SkillsUSA/VICA as their National Director of Development and led their Business/Education Partnerships team, raising millions of dollars for their programs. While at SkillsUSA, Mr. Claypool was honored with a special commission as a Kentucky Colonel by the Governor of Kentucky for exceptional service to youth in America, one of few non-Kentucky residents to be so honored.

From 1996 to 1998 Mr. Claypool was Executive Director of the I-CAR Education Foundation where he worked closely with the education sector in training students in up-to-date automotive repair skills and competencies. During that time, Mr. Claypool was asked three times by the Automotive Service Association (ASA), and once by the Equipment and Tool Institute (ETI), to lead panel discussions at the National Automotive Congress and Exposition (NACE) on where future technicians will be coming from.

Through Select Tech, a project management company, Mark Claypool is leading the development and delivery of standard operating procedures (SOPs) for various businesses. Claypool has assisted the Coordinating Committee on Automotive Repair (CCAR) with their Automotive Career Education Day, their Safety and Pollution Prevention Program and other projects. Mr. Claypool coordinated a public relations campaign in the Midwest for the United States Treasury, helping save tax-payers millions of dollars. Also through Select Tech,

Mr. Claypool was the Executive Director of the National Auto Body Council, an organization focused on enhancing the image of the collision repair industry; and co-founded the Collision Industry Foundation where he helped raise hundreds of thousands of dollars for Camp Make-A-Dream and for Habitat for Humanity. Mr. Claypool has conducted many workshops and seminars for community colleges, the agricultural industry, museums and more. He is a Contributing Editor for Body Shop Business Magazine with three cover stories to his credit. He frequently writes on topics such as standard operating procedures, workforce development and other issues. Through Select Tech, Mr. Claypool also consults in areas such as human resources, organizational development, lean operations, marketing, fundraising, web site development as well as management and strategic planning.

SkillsUSA has honored Mr. Claypool by selecting him to be WorldTeam Leader for the WorldSkills Competition for the past six years. In 2003 Mr. Claypool took a group of nationally selected students to compete in Switzerland against the world’s best in the Olympics of occupational trades. Mr. Claypool also led the WorldTeam to the 2005 WorldSkills Competition in Finland, the 2007 competition in Japan and will lead the WorldTeam to Calgary in 2009 as well.
Mark Claypool
Chairman and CEO, Optima Worldwide
President, Select Tech Professional Services

Mark Claypool is an entrepreneur, living the American dream. He has founded 4 companies, 2 non-profits and 1 foundation in his career. He is currently the Chairman and CEO of Optima Worldwide, and President of Select Tech Professional Services and was the founder of the Mentors At Work organization, now owned by VeriFacts Automotive. Mr. Claypool has worked in occupational mentoring, training, workforce development and business/education partnerships for over 25 years. After receiving his degree in Education from the University of Illinois, Mr. Claypool began his career with the co-ed Career Exploring Division of the Boy Scouts of America. From 1989 to 1996 he served SkillsUSA/VICA as their National Director of Development and led their Business/Education Partnerships team, raising millions of dollars for their programs. While at SkillsUSA, Mr. Claypool was honored with a special commission as a Kentucky Colonel by the Governor of Kentucky for exceptional service to youth in America, one of few non-Kentucky residents to be so honored.

From 1996 to 1998 Mr. Claypool was Executive Director of the I-CAR Education Foundation where he worked closely with the education sector in training students in up-to-date automotive repair skills and competencies. During that time, Mr. Claypool was asked three times by the Automotive Service Association (ASA), and once by the Equipment and Tool Institute (ETI), to lead panel discussions at the National Automotive Congress and Exposition (NACE) on where future technicians will be coming from.

Through Select Tech, a project management company, Mark Claypool is leading the development and delivery of standard operating procedures (SOPs) for various businesses. Claypool has assisted the Coordinating Committee on Automotive Repair (CCAR) with their Automotive Career Education Day, their Safety and Pollution Prevention Program and other projects. Mr. Claypool coordinated a public relations campaign in the Midwest for the United States Treasury, helping save tax-payers millions of dollars. Also through Select Tech,

Mr. Claypool was the Executive Director of the National Auto Body Council, an organization focused on enhancing the image of the collision repair industry; and co-founded the Collision Industry Foundation where he helped raise hundreds of thousands of dollars for Camp Make-A-Dream and for Habitat for Humanity. Mr. Claypool has conducted many workshops and seminars for community colleges, the agricultural industry, museums and more. He is a Contributing Editor for Body Shop Business Magazine with three cover stories to his credit. He frequently writes on topics such as standard operating procedures, workforce development and other issues. Through Select Tech, Mr. Claypool also consults in areas such as human resources, organizational development, lean operations, marketing, fundraising, web site development as well as management and strategic planning.

SkillsUSA has honored Mr. Claypool by selecting him to be WorldTeam Leader for the WorldSkills Competition for the past six years. In 2003 Mr. Claypool took a group of nationally selected students to compete in Switzerland against the world’s best in the Olympics of occupational trades. Mr. Claypool also led the WorldTeam to the 2005 WorldSkills Competition in Finland, the 2007 competition in Japan and will lead the WorldTeam to Calgary in 2009 as well.
The 12 Principles of Lean Thinking
Taught by Steve Trapp

This course is designed as an overview of the origins of lean and its 12 primary principles that will become a part of the latest training modules currently being developed by DuPont. Steve will also cover an overview of lean while providing practical examples of each principles application. This course is designed to give you a sneak peak of the modules you and your staff can attend in your local markets once released to gain a hand’s on and detailed insight into operations and the benefits of a Lean Operation.

Steve Trapp
Collision Services Development Manager
DuPont Steve

Trapp’s family owned a collision center. He later graduated from the University of Wisconsin Eau Claire with a degree in Economics & Broadfield Social Studies Education with a minor in Accounting. He joined 3M and served in sales and marketing roles while on the 3M ARMS project. He worked as a financial and process consultant for AutocheX. He later joined AkzoNobel and helped start the industry’s first paint manufacturer value-added program. He served as a Vice President of Training and Site Integration while at Abra Auto Body and Glass, where he led several Six Sigma projects related to new store integration, management system implementation, etc. He returned to AkzoNobel and developed many of their training courses, as well as assisting DCR in documenting and creating training process for their SOP’s.

Steve joined DuPont at the end of 2009 as the DuPont Collision Services Development manager and is the process of creating and updating many of the courses for DuPont. Most recently, his has worked with numerous DuPont engineers and repairers to create their lean training curriculum based on a highly interactive guided learning model.
Steve Trapp
Collision Services Development Manager
DuPont

Steve Trapp’s family owned a collision center. He later graduated from the University of Wisconsin Eau Claire with a degree in Economics & Broadfield Social Studies Education with a minor in Accounting. He joined 3M and served in sales and marketing roles while on the 3M ARMS project. He worked as a financial and process consultant for AutocheX. He later joined AkzoNobel and helped start the industry’s first paint manufacturer value-added program. He served as a Vice President of Training and Site Integration while at Abra Auto Body and Glass, where he led several Six Sigma projects related to new store integration, management system implementation, etc. He returned to AkzoNobel and developed many of their training courses, as well as assisting DCR in documenting and creating training process for their SOP’s.

Steve joined DuPont at the end of 2009 as the DuPont Collision Services Development manager and is the process of creating and updating many of the courses for DuPont. Most recently, his has worked with numerous DuPont engineers and repairers to create their lean training curriculum based on a highly interactive guided learning model.
CynCast Open Forum-
Instructor TBD

This is an open forum where you can see the latest tools, ask questions on current products or just get some custom reports set-up from the CynCast team.
Streamlining Office Administration
Taught by Ron Kuhn

With all the buzz about “going Lean”, most focus is on the production side of the operation of collision shops. But are we forgetting the sleeping dragon? If we had to re-spray every vehicle we repaired, we’d have to focus on and fix the problem quickly. However, when a person uses the same analogy on how many times administrative tasks are re-done during the life cycle of a repair, the number is staggering.

Collision repair is a low volume, high variability model from a manufacturing/re-manufacturing standpoint. One of the key components to streamlining operations is to eliminate re-work, and to remove as much variability as possible without adding additional supervision or non-value-added steps to get consistent and repeatable results.

The administration area is one of the areas with the lowest amounts of variability. However, since the re-keying, re-working, additional/unnecessary mouse clicks, etc., are easily visible and the admin labor efficiency is difficult to measure, Lean Administration is not a frequent focus.

Many of the same Lean principles are applied while working on the admin side of the business. Besides building awareness, typical topical points for the class are as follows: 

  • Office Layout and organization
  • File movement management
  • Organizing Parts Code Rate Tables
  • Streamlining multiple DRP Processes 
  • Minimizing Parts Orders 
  • Determining an Admin Efficiency number

Ron Kuehn
President,
Collision Business Solutions

Ron is an internationally known speaker, author, instructor and business consultant with a passion for process improvement. Ron has held high level positions with I-CAR, Sherwin-Williams, Automotive Finishes, and ABRA Auto Body & Glass.

After a career of over 30 years in the Collision Repair Industry, Ron started Collision Business Solutions, Inc in 2007 and began sharing his problem solving principles with other business segments.

Similar success is now experienced with current clients in the personnel management, health care, and software industries as well as a growing list of automotive service companies.





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