‘An OEM’s strategic approach to collision repairs’ was the title of Frederieck Toney’s, president of global Ford customer service division, session at IBIS USA. Frederieck offered delegates a case study into the inner workings of how Ford approaches collision repair. He began his session by outlining how Ford evolves to meet customers’ needs. ‘Listening to [...]

IBIS USA hosted a telling panel session, ‘The cost of quality,’ which invited representatives from the different and sometimes opposing worlds of insurance, manufacturers, bodyshops and consumers to all put forward their own arguments and explain the repair process from their perspectives. Making the case for insurers, George Avery, CEO of Avery Knows, said an [...]