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©�2012�-�2013�Inter-Industry�Conference�On�Auto�Collision�Repair
Textbook
Intro�to�Collision
Repair�Process
Overview
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Textbook
Intro�to�Collision�Repair�Process�Overview
Contents
Introduction.............................................................................................................................. 7
Obligations�To�The�Customer�And�Liability.......................................................................... 7
Intro�to�Collision�Repair�Process�Overview............................................................................ 11
The�Collision�Repair�Process.............................................................................................. 11
Structural�And�Non-Structural�Repair..................................................................................24
Electrical�And�Mechanical�Repair.......................................................................................31
Refinishing�And�Delivery.................................................................................................... 36
Table�of�Contents
3
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Introduction
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Introduction
Obligations�To�The�Customer�And�Liability
•
finish.
Throughout�the�damage�analysis�and
repair�process�the�repairer�and�insurer
must:�communicate�with�each�other.
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The�Collision�Repair�Industry�has
an�obligation�to�correctly�repair�the
customer’s�vehicle.�Collision�repairs�must
be�performed�using:
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recommended�or�tested
procedures�from�vehicle�makers,
I-CAR,�and�other�research�and
testing�organizations.
quality�replacement�parts�and
materials.
repair�processes�and�parts�as
written�and�agreed�upon�in�the
repair�order.
If�items�on�the�repair�agreement
are�not�consistent�with�the�repair
order,�it�can�be�considered�fraud.
Performing�proper�collision�repairs
requires�using�parts�and�procedures�that
keep�remaining�warranties�intact.
Collision�repairs�must�restore:
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safety.
structural�integrity.
durability.
performance.
fit.
Intro�to�Collision�Repair�Process�Overview
maintain�constant�communication
with�the�customer.
be�in�agreement�with�each�other
and�the�customer�on�how�repairs
will�be�performed.
inform�the�customer�of�any
changes�in�the�repair�plan�from
the�original�repair�agreement,�and
explain�the�changes�and�why�they
have�to�be�made.
To�reduce�liability:
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make�sure�that�all�repairs�are
performed�thoroughly,�correctly
and�as�listed�in�damage�report.
follow�proper�procedures.
use�quality�replacement�parts�and
materials.
have�documentation�of�required
repairs�with�detailed�record
keeping�available�for�customers.
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Introduction
Technicians�are�considered�the
experts�and�are�expected�to�be
knowledgeable�on�how�to�perform
a�quality�repair.
Keeping�thorough�records�includes�more
than�recording�the�date,�mileage,�and
pre-existing�damage.�Record�keeping
also�includes:�making�sure�all�notes�are
legible.
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the�policy�may�not�cover
faulty�repairs,�leaving�liability
responsibility�completely�on�the
facility.
a�shop�owner�may�find�that�repair
facility�liability�coverage�may�not
cover�the�full�amount�awarded�in
a�lawsuit.�The�shop�owner�would
have�to�pay�the�difference.
verifying�the�repairs�that�were
made�or�not�made.
having�the�customer�sign�a
waiver�for�repairs�that�they�do
not�want�performed.�Repairers
must�determine�their�liability�on
not�repairing�safety�systems�such
as�restraint�and�anti-lock�brake
systems.
keeping�computer�printouts�or
worksheets�on�file�showing�wheel
alignment�readings�or�vehicle
dimensions�before�and�after
repairs.
keeping�scan�tool�printouts�and
records�of�computer�codes�for
airbag,�anti-lock�brake,�emission,
and�powertrain�control�module
(PCM)�systems.�attaching�the�OEM
or�other�tested�procedure�printout
to�the�vehicle�repair�order.
keeping�receipts�for�all�sublet
work�performed.
Liability�insurance�that�covers�the�repair
facility�may�not�always�cover�all�damages.
For�example:
Intro�to�Collision�Repair�Process�Overview
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Intro�to�Collision
Repair�Process
Overview
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Intro�to�Collision�Repair�Process�Overview
The�Collision�Repair�Process
•
Learning�objectives�for�this�module
include:
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identifying�the�different�types�of
collision�damage.
explaining�the�creation�and
function�of�a�damage�report.
defining�repair�blueprinting�and
supplements.
explaining�insurance�policy
basics.
describing�vehicle�teardown�and
parts�ordering.
explaining�exterior�lighting,�and
heating�and�cooling�systems.
•
collision�repair�process,�from
when�the�vehicle�is�brought�into
an�estimating�bay,�to�when�the
vehicle�is�detailed�and�delivered�to
the�customer.
different�repair�areas�of�a�collision
repair�facility�and�lists�common
operations�performed�at�each�area.
This�course�will�also�be�following�a
collision-damaged�vehicle�through�the
repair�process,�starting�with�the�creation
of�the�damage�report.�You�will�watch�this
vehicle�go�from�station�to�station,�and
see�the�different�repair�processes�used�to
restore�the�vehicle.
Collision�damage�to�this�vehicle�looks�somewhat
moderate,�but�further�examination�may�reveal�a
more�serious�impact.
The�collision�repair�process�requires�multiple�steps�in
different�areas�of�a�repair�facility.
A�vehicle�has�been�involved�in�a�collision.
What�is�next?�From�the�time�the�vehicle
is�driven�away�or�towed�away�from�the
scene�of�the�accident,�what�are�the�steps
involved�in�repairing�the�vehicle�to�its
original�appearance�and�function?
Collisions:
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are�a�common�occurrence�on�our
roads,�highways,�and�parking�lots.
can�result�in�damage�that�varies
from�a�small�door�dent�to�severe
damage�that�can�affect�the�entire
structure�of�the�vehicle.
This�course�provides�an�overview�of�the:
Intro�to�Collision�Repair�Process�Overview
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Intro�to�Collision�Repair�Process�Overview
Determining�how�to�repair�collision
damage�and�carry�out�the�repairs�requires
skilled�professionals�with�considerable
training�to�ensure�the�vehicle�is�as�durable
and�safe�as�it�was�before�the�collision.
A�vehicle�may�be�non-drivable�if
some�mechanical�items�have�been
damaged.�For�example,�if�there�is
leaking�drivetrain�fluid�or�coolant
fluid,�steering�issues,�or�problems
with�the�suspension,�the�vehicle
generally�should�not�be�driven
until�repairs�have�been�made.
This�vehicle�has�non-drivable�collision�damage.
Collision�damage�may�be�categorized
as:
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drivable�damage.�Drivable,�as
the�name�implies,�means�that
the�vehicle�can�still�be�driven
following�a�collision.�This�may
require�some�temporary�repairs
to�make�the�vehicle�roadworthy.
This�allows�the�owner�to�use�the
vehicle�up�to�the�scheduled�repair
date�at�the�collision�repair�facility.
non-drivable�damage.�Nondrivable�damage�requires�the
vehicle�to�be�towed�to�the
collision�repair�facility,�impound/
tow�lot,�or�salvage�pool�to�await
the�damage�report.�A�vehicle�is
considered�non-drivable�when�any
safety�systems�have�been�disabled
from�the�collision.�For�example,
if�an�airbag�has�deployed,�the
vehicle�should�not�be�driven�until
the�airbag�has�been�replaced�and
the�system�is�working�properly.
Intro�to�Collision�Repair�Process�Overview
The�damage�report�is�used�to�determine�what�should
be�repaired�and�what�parts�and�labor�should�be
included.
Before�any�repairs�are�started�on�the
vehicle,�one�of�the�first�steps�in�the
collision�repair�process�is�to�perform�a
damage�inspection�and�write�a�damage
report.
In�the�collision�industry,�estimates�are
often�referred�to�as�damage�reports.
Other�common�names�for�damage�reports
include�damage�appraisal,�and�visible
damage�quote.�The�damage�report�will�be
used�throughout�the�repair�process�as�a
record�of�the:
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•
estimated�repair�costs.
work�that�will�be�done�to�repair
the�vehicle.
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Intro�to�Collision�Repair�Process�Overview
pre-existing�damage�that�will�not
be�included�as�part�of�the�collision
repair�process.
Additionally,�the�damage�report�is�used�to
prevent�any�misunderstandings�between
the�repairer,�insurer,�and�customer.�It�can
be�considered�an�agreement�between
the�three�parties�on�the�work�that�will�be
done.
Damage�reports�are�commonly�written�in�estimating
bays�at�collision�repair�facilities.
The�extent�of�damage�can�affect�where�the
damage�report�is�written.
For�example:
•
Damage�reports�have�additional�functions,�such�as
the�authorization�for�work�to�begin.
•
Additional�functions�of�a�damage�report
include�being�a:
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record�of�information�that�will�be
needed�later�for�ordering�parts�and
invoicing�the�insurer�(or�customer)
for�the�completed�repairs.
document�that�has�authorized
work�to�begin�on�the�vehicle
as�described.�Damage�reports
typically�have�a�place�for�the
vehicle�owner�to�sign,�authorizing
the�repair�of�the�vehicle�to�begin.
record�of�state�mandated
disclosure�information�and
information�regarding�customer
rights�and�insurance�information.
Intro�to�Collision�Repair�Process�Overview
if�the�vehicle�is�drivable,�the
estimator�can�drive�to�where�the
customer�is�located,�such�as�work
or�home.
it�may�be�completed�at�a�drivein�claims�center�or�the�collision
repair�facility�in�an�estimating�bay.
if�the�vehicle�is�not�drivable,�the
damage�report�is�written�at�the
location�it�was�towed�after�the
accident,�such�as�a�salvage�pool�or
storage�area�at�the�collision�repair
facility.
Arrangements�may�need�to�be�made�by
the�estimator/appraiser�to�access�the
vehicle�for�estimating.
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Intro�to�Collision�Repair�Process�Overview
signs�of�previous�repairs�and�pre-existing
damage.
Volvo�XC90
A�visual�inspection�of�the�vehicle�underside
can�reveal�damage�to�the�vehicle�structure�and
mechanical�parts.
The�first�step�in�assessing�damage�to�the
vehicle�should�be�an�initial�inspection.�An
initial�vehicle�inspection:
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gives�an�overview�of�the�damage.
allows�visualizing�the�repair
process�that�will�be�used.
should�include�envisioning�the
direction�and�force�of�the�impact.
This�helps�determine�if�any�of�the
damage�extends�beyond�the�area
of�initial�impact.
considers�the�collision�energy
transfer�and�absorption.
includes�looking�for�structural
damage�indicators.
may�include�asking�the�vehicle
owner�if�there�have�been�any
changes�in�the�handling�or
operation�of�the�vehicle,�provided
it�has�been�driven�since�the
collision.
Some�damage�may�be�hidden�and�not�found�until
repairs�have�begun,�such�as�on�this�Volvo�XC90�floor
pan.
Initial�inspections�may�not�always
include�all�the�collision-related�damage,
especially�with�heavier�impacts.�Some�of
the�damage�may:
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•
be�hidden�behind�panels�and�not
revealed�until�adjacent�parts�are
removed.
require�being�added�to�a�damage
report�as�new�items.�These�are
called�supplements.�Supplements
to�a�damage�report�require
the�approval�of�the�insurance
company�and�the�vehicle�owner.
When�doing�an�initial�vehicle�inspection,
it�will�be�determined�whether�or�not�the
vehicle�can�be�safely�and�economically
repaired.�This�requires�looking�for�damage
related�to�the�collision,�and�looking�for
Intro�to�Collision�Repair�Process�Overview
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Intro�to�Collision�Repair�Process�Overview
an�estimator�or�production�manager�at
a�repair�facility.�It�may�also�be�written
by�a�representative�from�the�insurance
company.�This�person�is�called�an
auto�physical�damage�appraiser�or
estimator.�There�are�also�independent
appraisers�/�adjusters�that�can�be�hired�by
an�insurance�company�to�write�damage
reports.
Wheel�alignment�operations�are�often�a�sublet
operation.
Not�all�collision�repair�facilities�are
equipped�to�handle�all�types�of�repairs.
For�example,�many�facilities�may�not�own
a�wheel�alignment�machine,�either�due�to
space�issues�or�expense�issues.�In�these
instances,�the�repair�is:
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When�writing�the�damage�report,�an�auto
physical�damage�appraiser�generally�starts
with�basic�information�such�as:
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customer�name,�address,�and
contact�information.
insurance�company�information
and�policy�information.
vehicle�identification.
handed�over�to�another�repair
facility�to�complete�these
operations.
called�a�sublet�repair�and�is�also
added�to�the�damage�report.
Measuring�quick�checks�may�be�made�to�determine
if�there�is�structural�damage�(left).�Inconsistent�panel
gaps�can�be�a�good�indicator�of�structural�damage
(right).
One�of�the�first�steps�in�writing�a�damage�report�is�to
gather�information�from�the�customer.
The�person�responsible�for�the�damage
report�may�vary.�It�may�be�written�by
Intro�to�Collision�Repair�Process�Overview
Next,�the�appraiser�will�follow�a
systematic�approach�for�looking�at�the
vehicle�damage,�perhaps�starting�at�the
point�of�impact�and�working�toward
the�opposite�side�of�the�vehicle.�Clues
to�the�type�and�extent�of�damage�are
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Intro�to�Collision�Repair�Process�Overview
commonly�provided�by�visual�indicators,
such�as�inconsistent�gaps�between�panels,
however,�panel�gaps�do�not�always
provide�an�adequate�measure�of�the
extent�of�damage.�Three-dimensional
measuring�may�be�required.�There�are�a
variety�of�machines�available�that�provide
quick�three-dimensional�measurements
without�having�to�mount�the�vehicle�on
a�frame�machine.�Verifying�the�extent
of�damage�with�quick�measurements
will�help�determine�the�repair�plan�and
damage�report.
Throughout�the�damage�report�writing
process,�the�damage�appraiser�will
determine�which�parts�can�be�repaired
and�which�parts�must�be�replaced.�This
decision�is�based�on:
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extent�of�damage�to�a�part.
Exterior�panels,�such�as�door�skins
or�quarter�panels,�may�require
extensive�repair.�A�decision�will
have�to�be�made�as�to�whether
the�part�should�be�repaired�or
replaced�based�on�time�to�repair
and�durability�of�the�repair.
repairability�of�a�part.�In�some
instances,�depending�on�the
construction�material�type,�even
minor�damage,�may�not�be
repairable�due�to�weakening�the
strength�of�the�material�if�repairs
are�done�to�it.
vehicle�maker�recommendations.
Some�vehicle�makers�will
state�that�a�part�should�not�be
repaired�due�to�concerns�of
future�performance�in�subsequent
collisions.
Intro�to�Collision�Repair�Process�Overview
Parts�may�be�completely�replaced�or
partially�replaced.�This�decision�is�based
on�the�vehicle�maker’s�recommendations.
While�partial�replacement,�either�at
factory�seams�or�sectioning,�may�save
time�by�reducing�the�amount�of�intrusion
into�the�vehicle�structure,�some�parts
are�not�good�candidates�due�to�their
extremely�high�strength,�their�and/or
function�with�regard�to�occupant�safety,�or
their�construction�configuration.
During�the�damage�report�writing�process,
the�appraiser�will�also�determine�the
amount�of�time�required�for�specific
repair�processes,�and�cost�for�various�parts
and�materials�required�to�complete�the
repair.
Part�removal�can�be�helpful�in�identifying�hidden
damage.
In�some�instances,�partial�vehicle
teardown�may�be�required�during�the
damage�analysis�to�find�any�hidden
damage.�The�more�thorough�the
inspection,�the�less�likely�a�supplement
will�need�to�be�filed.�Supplements�that�are
created�after�work�has�started�can�lead�to
delays�in�the�repair,�since:
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Intro�to�Collision�Repair�Process�Overview
additional�parts�may�have�to�be
ordered.
authorization�will�need�to�be
obtained.
Part�of�the�blueprinting�process�is�to�take�pictures�of
the�damaged�areas.
To�assist�in�the�repair�process,�some�repair
facilities�may�create�a�“repair�blueprint”
to�ensure�a�smooth�and�continuous
repair�from�start�to�finish.�The�blueprint�is
designed�to:
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•
see�the�entire�repair�picture�before
repairs�are�started.�This�allows
the�vehicle�to�enter�the�“repair
stream”�and�continue�without
stopping.
identify�all�parts�needed,�down�to
the�clips,�moldings,�and�one-timeuse�fasteners.
determine�any�sublet�work.
find�any�hidden�damage.
More�information�on�the�blueprinting
process�can�be�found�in�the�I�CAR�live
instruction�course�Blueprinting�Process
and�Damage�Discovery�(BLU01).
Intro�to�Collision�Repair�Process�Overview
Video:�Creating�A�Vehicle�Damage
Report
Refer�to�"Video:�Creating�A�Vehicle
Damage�Report"�in�the�presentation.�The
video�shows�what�the�appraiser�looks�for
when�writing�a�typical�estimate.
Creating�A�Vehicle�Damage�Report
HOST�1:�Today,�we’re�working�on�a�2007
Honda�Pilot.�As�you�can�see,�we�have
moderate�damage�in�the�left�fender�area.
Now�one�of�the�first�steps�in�the�collision
repair�process�is�to�write�a�damage
estimate�for�the�repair.�What�the�damage
estimate�allows�us�to�do�is�to�order�the
parts�that�are�necessary�for�the�repair,
also�to�verify�the�extent�of�damage,�and
to�develop�a�repair�plan.�Steve,�can�you
go�over�what�we’re�going�to�have�to�do�in
order�to�write�a�damage�estimate�for�this
vehicle?
HOST�2:�Certainly,�let’s�start�out�by�taking
a�look�at�some�of�the�more�obvious
damage�on�this�vehicle.�The�area�of�direct
impact�includes�the�edge�of�the�hood,�and
the�fender�assembly�which�will�require
replacement.�The�locator�pins�have�been
broken�off�the�headlight�assembly,�so
that�will�need�to�be�replaced.�The�impact
caused�the�fender�to�move�rearward
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slightly,�causing�damage�to�the�front�edge
of�the�front�door.�This�damage,�because
it’s�minor,�can�be�straightened.
HOST�1:�Now�the�damage�to�the�fender
looks�pretty�deep,�do�you�think�we�have
any�damage�to�the�inner�structure?
HOST�2:�Yeah,�it�appears�as�though�we
have�some�damage�on�the�upper�fender
rail�and�the�radiator�core�support.�Let’s
take�a�closer�look.
From�inside�the�engine�compartment,�we
can�see�that�there’s�minor�damage�to�the
radiator�support.�We�can�also�see�damage
to�the�fender�mounting�bracket,�and�the
upper�rail�and�apron�assembly.�We’ll
have�to�check�with�Honda�collision�repair
information�to�determine�if�the�upper�rail
needs�to�be�replaced�at�factory�seams�or�if
it�can�be�sectioned.
HOST�1:�Now�Steve,�what�about�the
bumper�cover?�It�looks�like�we�have
some�minor�deformation�here,�and�extra
panel�gap�there.�Do�you�think�there’s�any
damage�to�the�bumper�cover�itself?
HOST�2:�You�know,�it's�really�hard�to
tell.�I�think�based�on�the�inspection�we’ve
done�so�far,�we�really�need�to�do�some
teardown�on�this�vehicle�to�make�sure
that�we’ve�found�all�the�damage�and�to
identify�all�the�parts�we�need�to�order�so
once�we�start�the�repair,�we�don’t�run�into
any�problems.
Intro�to�Collision�Repair�Process�Overview
Intro�to�Collision�Repair�Process�Overview
HOST�1:�So�what�parts�do�we�need�to
remove�as�part�of�the�teardown�process?
HOST�2:�We’ll�remove�the�hood,�the
fender,�the�bumper�cover,�the�headlight
assembly,�and�the�air�cleaner�assembly
inside�the�engine�compartment.�That
should�give�us�the�access�we�need�to
locate�all�the�damage�and�to�get�our�parts
ordered.
HOST�1:�Okay�Steve,�we�have�our�boltedon�parts�removed�from�our�vehicle.�Is
there�any�additional�damage�that�we
didn’t�see�during�our�initial�inspection?
HOST�2:�No,�actually,�I�don’t�see�any
surprises�here,�which�is�good.�We�did
get�a�better�look�at�the�radiator�support,
and�the�damage�is�minor.�We’ll�definitely
be�able�to�repair�that.�And�it�doesn’t
really�look�like�our�upper�rail�assembly
is�damaged�at�all.�We’re�going�to�make
sure�it�hasn’t�moved�out�of�position�when
we�do�some�measuring�after�getting�it�on
the�rack�a�little�bit�later�on.�But�we�can
see�that�we�have�to�replace�the�upper
fender�mounting�bracket�and�the�apron
assembly�as�well.�So�that’s�about�the
extent�of�structural�repair�that�we’ll�have
to�deal�with�on�this�vehicle.
HOST�1:�What�about�our�bumper�cover
here?
HOST�2:�Well,�the�teardown�did�allow
us�to�get�a�lot�better�look�at�the�bumper
cover�as�well,�and�fortunately,�there�is�no
damage�there,�so�we�shouldn’t�have�any
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repair�issues�related�to�the�bumper�cover
on�this�job.
HOST�1:�Okay,�it�looks�like�we’ve
identified�all�the�area�of�damage�in�the
area�of�direct�impact.�Now�how�do�we
determine�if�damage�has�radiated�further
into�the�vehicle?
HOST�2:�By�doing�some�quick�checks
using�measuring.�On�this�vehicle,�we
haven’t�measured�it�yet,�because�we�know
that�we�have�some�structural�damage�in
the�upperbody�of�this�vehicle.�This�vehicle
is�going�to�be�measured�when�we�put�it
on�the�rack�when�we�do�our�structural
repairs,�so�we’ll�do�it�at�that�point.�We
knew�that�our�damage�was�limited�to�this
area�because�of�the�way�it�was�damaged.
However,�on�other�vehicles,�we�may
want�to�do�one�of�those�quick-check
measurements�using�three�dimensional
portable�electronic�equipment�that’s�made
for�doing�damage�analysis�measuring,�or
we�can�just�use�a�tram�bar,�referencing
point-to-point�measurements�to�help
determine�if�damage�is�limited�to�the�area
of�direct�damage�or�if�it's�radiated�further
into�the�structure.�Other�quick�checks
include�looking�at�the�panel�gaps,�making
sure�the�gaps�aren’t�too�wide,�or�too�tight,
and�make�sure�that�they’re�even�from
top�to�bottom.�Another�quick�check�is
to�check�for�correct�door�operation.�The
door�should�open�smoothly,�it�should�not
drop�down�or�jump�up�when�it's�opened.
You�also�want�to�make�sure�that�the�door
fit�and�panel�alignment�is�correct�all�the
way�across�the�panel.
Intro�to�Collision�Repair�Process�Overview
Intro�to�Collision�Repair�Process�Overview
HOST�1:�Well,�it�looks�like�we�have�a
handle�on�what�it’s�going�to�take�to�repair
this�vehicle.�Steve,�why�is�it�so�important
to�write�an�accurate�estimate?
HOST�2:�Well,�first�of�all,�it�gives�us�the
ability�to�do�an�accurate�parts�order�and
to�determine�how�many�hours�this�repair
is�going�to�take.�And�that�will�allow�us�to
schedule�a�vehicle�into�the�workflow�of
the�facility,�and�then�produce�an�effective
repair�and�get�the�vehicle�delivered�to�the
customer�on�time�as�promised.
Insurance�policies�differ�according�to�what�insurance
companies�offer�and�what�customers�wish�to
purchase.
Since�the�majority�of�collision�repairs
have�some�type�of�insurance�company
involvement,�it�is�recommended�for
insurers�to�go�over�the�customer’s
insurance�policy�with�the�customer�before
repairs�have�begun.�Knowledge�of�some
basic�insurance�company�practices�and
types�of�policies�is�helpful�when�dealing
with�customers.
Collision�insurance�covers�damage�to�a
policyholder’s�vehicle�due�to�a�collision
and�usually�includes�a�deductible.�The
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Intro�to�Collision�Repair�Process�Overview
deductible�portion�of�the�policy�may
have�to�be�explained�to�the�customer.
The�explanation�may�include�that�the
deductible:
•
•
•
•
may�be�an�area�of�conflict
between�the�customer,�the�insurer,
and�the�collision�repair�facility.
It�is�necessary�for�the�collision
repair�representative�to�explain�the
insured’s�responsibilities�to�avoid
conflicts�before�repairs�begin.
is�a�portion�of�the�claim�amount
that�must�be�paid�by�the�policy
holder.
may�be�different�amounts
depending�on�the�type�of
coverage.
is�paid�regardless�of�who�is�at
fault.
Comprehensive�insurance�covers�the
policyholder’s�physical�property�for�noncollision�related�damage.�Some�examples
include�hail,�fire,�theft,�or�damage�from
hitting�animals.
Some�insurance�policies�have�items�that
will�not�be�covered�in�the�event�of�a�loss.
These�excluded�items�are�usually�listed�in
the�declarations�page�of�the�policy.�Most
policies�have�limits�to�the�amount�the
insurer�will�be�held�accountable�for.
Totaled�vehicles�go�to�the�recyclers�where�they
are�stripped�of�usable�parts�and�the�scrap�metal�is
recycled.
Following�the�damage�report�writing
process,�the�auto�physical�damage
appraiser�should�determine�if�a�vehicle
can�be�repaired�in�a�manner�that�is
economical�or�if�the�vehicle�should
be�declared�a�total�loss.�A�total�loss�is
when�the�cost�of�repairs�exceeds�a�predetermined�percentage�of�the�vehicle’s
value.
Vehicles�that�have�been�totaled�may�still
have�a�salvaged�vehicle�value.�Salvaged
vehicles�may�be�sold�to:
•
•
•
recyclers,�where�usable�parts�are
removed�and�reused.
rebuilders,�where�the�vehicle
is�repaired�and�placed�back�in
service.
the�owner�of�the�vehicle,�who�can
then�arrange�for�repairs�without
insurance�company�involvement.
Most�states�have�an�inspection�process
that�must�be�completed�before�a�salvaged
vehicle�can�be�registered.
Intro�to�Collision�Repair�Process�Overview
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Textbook
Intro�to�Collision�Repair�Process�Overview
Vehicles�that�do�not�have�a�salvage�value
will�be�classified�as�junk,�and�cannot�be
repaired�according�to�the�law.�Recyclers
may�purchase�these�vehicles�and�remove
any�working�or�undamaged�parts.�The
remaining�sheet�metal�structure�will�then
be�recycled.
When�ordering�parts�from�the�vehicle
maker,�vehicle�identification�numbers
(VINs)�are�often�required�by�the�part
supplier�to�ensure�that�the�part�will�match
the�vehicle�being�repaired.�If�a�part�is
ordered�using�simply�the�make�and�model
of�the�vehicle,�it�may�not�match�due�to
mid-year�changes�in�the�vehicle�design.
Vehicle�identification�numbers�(VINs)�are�used�for
ordering�parts�to�help�ensure�the�parts�match�the
vehicle�being�repaired.
The�replacement�part�should�be�verified�for�proper
shape�and�contour�when�it�is�received.
Once�the�damage�report�writing�process
is�complete�and�the�customer,�insurer,�and
repairer�have�agreed�to�the�repairs,�the
repairs�may�be�started.�One�of�the�first
steps�is�to�order�parts�for�the�repair.�When
writing�the�damage�report,�it:
Collision�repair�facilities�generally�do
not�begin�repairs�until�all�parts�have
been�received�from�the�suppliers,�and
verified�that�they�match�the�vehicle
being�repaired.�Verification�steps�include
making�sure:
•
•
should�have�been�determined
which�types�of�parts�to�order,
such�as�new�parts�from�the
vehicle�maker,�aftermarket�parts,
reconditioned�parts,�or�recycled
parts.
may�be�noted�to�the�customer�that
regardless�of�which�type�of�part
is�ordered,�almost�all�sheet�metal
parts�have�warranties�from�the
repairer�and�insurer�for�corrosion
and�performance.
Intro�to�Collision�Repair�Process�Overview
•
•
•
•
it�is�for�the�proper�side�of�the
vehicle�(right�or�left).
the�part�has�the�correct�shape
and�contours�as�the�part�being
replaced.
the�part�does�not�have�any
unexpected�damage.
any�associated�clips,�moldings,
and�fasteners�have�been�included
with�the�parts.
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Intro�to�Collision�Repair�Process�Overview
Repair�facilities�that�start�repairs�before
a�part�arrives�may�be�taking�a�risk�since
some�parts�may�be�out�of�stock,�delaying
the�delivery�time.�Also,�the�wrong�part
may�be�delivered,�or�the�delivered�part
may�be�in�an�unacceptable�condition,
requiring�a�return.
If�the�customer�was�driving�the�vehicle
and�dropped�it�off�for�repairs,�the�length
of�time�the�customer�is�without�a�vehicle
has�now�been�extended�while�the�repair
facility�waits�for�new�parts.�Additionally,
if�the�vehicle�has�been�disassembled�and
entered�into�the�repair�facility’s�work
stream,�it�must�now�be�removed�and
replaced�with�a�different�vehicle�that�can
be�repaired�while�waiting�for�new�parts�to
arrive,�creating�inefficiencies�in�the�repair
process.
Removing�parts�adjacent�to�the�damage�is�required
before�repairs�may�begin.
Once�the�parts�have�been�received
and�verified,�the�vehicle�can�enter�the
workflow�stream�of�the�repair�facility.
Repairs�may�begin�with�the�teardown�of
the�vehicle,�which�may�include:
•
removal�of�bolt-on�sheet�metal�in
the�repair�area.
Intro�to�Collision�Repair�Process�Overview
•
•
•
•
•
removal�of�any�adjacent�interior
and�exterior�trim�panels.
removal�of�moldings.
protecting�the�interior�of�the
vehicle�with�floor�mats,�seat
covers,�wheel�covers,�etc.
taking�pictures�of�the�disassembly
to�help�during�the�reassembly
process.
recording�any�presets�if�the�repair
will�require�disconnecting�the
battery.
If�a�teardown�was�not�done�during�the
initial�estimate�or�blueprinting�process,
it�is�possible�that�supplements�may�be
submitted�at�this�point.�Removal�of�trim
panels,�carpeting,�and�sheet�metal�often
provides�a�better�view�of�the�damaged
area.
Evacuating�and�recharging�of�air�conditioning�system
parts�requires�a�technician�that�is�certified�by�an�EPAapproved�training�program.
The�major�parts�that�make�up:
•
•
a�cooling�system�include�the
radiator,�hoses�and�lines,�heater
core,�water�pump,�and�fan.
an�air�conditioning�system�include
the�compressor,�condenser,
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Textbook
Intro�to�Collision�Repair�Process�Overview
cooling�fan,�blower�fan,
evaporator,�accumulator,�etc.
Most�of�these�parts�are�located�up�front
behind�the�grille,�which�means�in�a�front
collision,�these�parts�are�commonly
damaged.�When�body�parts�are�being
repaired,�such�as�the�radiator�core
support,�front�rails�–�upper�and�lower,�and
aprons,�etc.,�these�mechanical�parts�are
often�removed�during�the�disassembly
processes.
The�headlamp�on�this�vehicle�is�equipped�with
adaptive�front�lighting.
Both�the�heating�and�air�conditioning
systems�contain�hazardous�materials,
such�as�coolant,�refrigerant,�oils,�etc.,�that
must�be�recovered�during�the�disassembly
process.�Materials�such�as�the�R-134a�air
conditioning�refrigerant�and�the�coolant
can�be�recycled�and�put�back�into�the
vehicle�once�the�system�is�repaired�and
reassembled.
Exterior�lamps,�such�as�headlamps,�tail
lamps,�fog�lamps,�turning�signals,�highmount�brake�lamps,�and�backup�lamps
may�require�removal�if�the�rear�or�front
structure�was�damaged.�Headlamps�in
particular,�have�increased�the�number
of�options�available,�making�basic
removal�procedures�a�little�more�complex.
Headlamp�features�may�include:
Any�technician�that�works�on�an�air
conditioning�system�must�be�certified
by�passing�a�training�program�approved
by�the�Environmental�Protection�Agency
(EPA).�Additionally,�the�refrigerant
recovery�equipment�must�also�be�EPAcertified.
•
•
•
auto-leveling,�which�returns�the
headlamps�to�the�proper�position
if�the�vehicle�is�loaded�unevenly.
adaptive�front�lighting,�which�is
used�to�turn�the�headlamps�and
illuminate�the�side�of�the�road
when�driving�around�corners.
high-beam�assist,�which�turns�the
high�beams�off�when�a�vehicle
approaches�oncoming�traffic,�or
approaches�a�vehicle�from�the
rear.
These�new�technologies�require
technicians�to�have�access�to�service
information�to�be�familiar�with�removal
and�installation�procedures.�Removal
of�these�headlamp�systems�may�require
removal�of�the�bumper�assembly
Intro�to�Collision�Repair�Process�Overview
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Textbook
Intro�to�Collision�Repair�Process�Overview
and�fender,�and�initialization�upon
reassembly.
Information�discussed�in�this�module
included:
•
•
•
•
•
•
the�different�types�of�collision
damage.
the�creation�and�function�of�a
damage�report.
repair�blueprinting�and
supplements.
insurance�policy�basics.
vehicle�teardown�and�parts
ordering.
exterior�lighting,�and�heating�and
cooling�systems.
Structural�And�Non-Structural�Repair
Learning�objectives�for�this�module
include:
•
•
•
•
explaining�why�vehicles�are
measured�and�considerations�for
straightening.
explaining�structural�part�repairs
and�replacement.
explaining�exterior�panel�and�nonstructural�repairs.
discussing�the�role�of�stationary
glass�and�replacement
considerations.
Intro�to�Collision�Repair�Process�Overview
Vehicles�with�structural�damage�must�be�pulled�back
to�original�specifications�(left).�Three-dimensional
measuring�systems�are�used�to�ensure�specific�points
on�the�vehicle�are�at�the�proper�length,�height,�and
width�(right).
If�it�has�been�determined�that�a�vehicle
requires�structural�repair,�it�will�be
mounted�to�a�frame�machine�where�the
vehicle�is�restored�to�proper�dimensions.
The�three-dimensional�measuring�system
used�may�be�dependent�on�vehicle�maker
recommendations.�Some�vehicle�makers
may:
•
•
recommend�a�fixture-type�system.
have�no�preference�other
than�making�sure�the�vehicle
is�measured�with�a�threedimensional�measuring�system.
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Textbook
Intro�to�Collision�Repair�Process�Overview
If�heat�is�allowed,�it�must�be�monitored�to�make�sure
excessive�heat�is�not�applied.
During�the�straightening�process,�metal
may�be�heated�and�stress-relieved�to�bring
the�vehicle�back�to�the�proper�shape.
However,�with�the�addition�of�new�highstrength�steels�to�many�vehicle�designs,
such�as�boron-alloyed�steel,�the�use�of
heat�is�being�allowed�less�often�as�heat
destroys�the�strength.�Even�mild�steel�may
have�its�strength�and�integrity�altered�if
excessive�heat�is�used.�Some�steels�may:
•
•
be�too�strong�to�straighten�without
damaging�the�part.
require�the�part�to�be�replaced
even�if�it�has�moderate�damage.
The�B-pillar�on�this�vehicle�has�been�sectioned
at�the�top�according�to�the�vehicle�maker’s
recommendations.
Structural�parts�that�cannot�be
straightened�will�be�replaced�either�at
factory�seams�or�at�a�sectioning�location.
To�complete�this�type�of�repair,�access�to
vehicle�service�information�is�critical�in
determining�whether�or�not�sectioning
is�allowed.�If�sectioning�is�allowed,�the
service�information�will�indicate�the:
•
•
cutting�locations.
joint�recommendations.
Some�vehicle�makers,�such�as�GM,�offer
free�collision�repair�information.�Others
have�a�fee�based�on�the�length�of�time�for
the�subscription.
With�recent�advancements�in�structural
steel,�technicians�must�know�what�they
are�working�with�before�beginning�repairs.
This�can�determine�which�type�of�welding
equipment�to�use�in�addition�to�the�type
of�cutting�tools.�Steel�that�is�very�strong
will�require�different�cutting�bits�and
blades�compared�to�a�milder�and�softer
steel.
Intro�to�Collision�Repair�Process�Overview
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Textbook
Video:�Structural�Repairs
Intro�to�Collision�Repair�Process�Overview
HOST�2:�Our�next�step�is�to�remove�any
adjacent�parts�to�the�apron�assembly.�This
includes�the�brake�control�module,�the
battery,�and�the�air�intake�system.�We’re
doing�this�to�make�sure�that�we�both�have
full�access�to�the�repair�area,�and�so�we
don’t�damage�any�of�the�parts.
HOST�1:�All�right,�sounds�good,�we’ll�let
you�get�started�then.
Structural�Repairs
HOST�1:�As�we�found�out�during�the
estimating�process,�we’re�going�to�be
replacing�the�apron�assembly�here.
We’re�also�going�to�be�straightening�the
upper�rail�and�the�end�of�the�radiator
core�support.�In�order�to�do�that,�we
brought�the�vehicle�here�to�the�structural
repair�area.�Eddie,�could�you�give�us�an
overview�of�the�structural�repair�area,�and
also�tell�us�a�little�bit�about�how�you’re
going�to�be�fixing�our�vehicle?
HOST�2:�Absolutely,�the�structural
repair�area�is�used�to�measure�vehicle
misalignment,�to�do�structural�repairs,
and�to�remove�and�replace�structural
parts.�The�structural�damage�on�this
vehicle�is�very�light,�but�we’re�still�going
to�measure�the�upper�rail�and�the�radiator
core�support�to�make�sure�they�fall�within
specs.�On�this�vehicle,�chances�are�we’re
not�going�to�have�to�do�any�structural
pulling.
HOST�1:�So�I�see�our�vehicle�is�mounted
on�the�frame�rack,�what’s�going�to�be�the
next�step�in�the�repair�process?
Intro�to�Collision�Repair�Process�Overview
HOST�1:�OK�Eddie,�it�looks�like�we
have�our�repair�completed�on�the�front
structure,�what's�next�on�the�repair
process?
HOST�2:�We’re�going�to�check�over�the
repair�again�and�make�sure�that�all�the
welds�have�been�made,�and�that�they’ve
all�been�dressed.�That,�and�we’re�going�to
move�our�vehicle�into�the�non-structural
repair�area,�where�we�will�fix�the�damage
on�the�door.�After�that,�we’re�going�to
move�it�into�the�paint�booth�to�start�the
refinishing�process.
This�bumper�cover�is�being�repaired�by�applying�an
adhesive�to�the�backside.
While�structural�damage�is�not
uncommon�in�a�collision�repair�facility,
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Intro�to�Collision�Repair�Process�Overview
a�large�portion�of�collision�repairs�are�for
exterior�panels�and�bumpers.�Types�of
damage�range�from�hail�dents�and�door
dings�to�crumpled-up�quarter�panels.
There�are�generally�more�repair�options
for�exterior�body�panels�compared�to
structural�panels,�and�the�decision�to
repair�or�replace�the�panel�is�more
subjective�when�compared�to�structural
part�repair�options.
The�different�repair�options�for�exterior
panels�include:
•
•
•
repairing�the�part.
partial�replacement�of�the�part.
For�example,�this�may�include
sectioning�a�quarter�panel�or�a
door�skin.
complete�replacement�of�the�part.
The�determination�of�which�is�done�is
based�on�the�extent�of�damage�and�the
durability�of�the�repair.�It�is�also�important
to�consider�the�customer’s�expectations
when�making�these�decisions.�Some
vehicle�makers�may�have�specific
procedures�for�repair�or�replacement�of
damaged�exterior�body�panels.
Intro�to�Collision�Repair�Process�Overview
Primer�was�applied�to�the�repaired�area�of�this
quarter�panel,�and�the�remainder�was�scuffed�in
preparation�for�refinishing.
If�the�decision�has�been�made�to�repair
the�panel,�the�process�usually�consists
of:
•
•
•
•
•
removing�the�majority�of�the
damage�by�metal�straightening
techniques.
applying�body�filler�to�the
damaged�area.
sanding�the�body�filler�to�the
contour�of�the�panel.
applying�primer-surfacer�to�the
repair�area�to�fill�minor�surface
imperfections�before�refinishing.
refinishing�to�match�the�previous
finish.
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Textbook
Intro�to�Collision�Repair�Process�Overview
Toyota
Picks�and�special�tools�are�used�to�perform�paintless
dent�removal,�such�as�on�the�hood�of�this�Toyota.
Another�type�of�straightening�process�is
called�paintless�dent�repair�(PDR)�and�is
used�for�small,�mild�dents.�The�option
may�be�used�based�on�the�extent�of
damage�and�consists�of:
•
•
•
removing�the�damage�without
refinishing.
using�special�tools�and�equipment
to�remove�dents�without�damaging
the�finish.
using�a�specialized�technique�to
work�out�small�dents�from�the
backside�of�the�panel.
Partial�replacement�of�this�quarter�panel�required�the
panel�to�be�sectioned�in�the�dogleg�area�and�spot
welded�in�place�(left).�This�panel�was�spot�welded
and�bonded�over�the�wheelhouse�(right).
If�the�decision�has�been�made�to�remove
the�damage,�either�by�partial�replacement
or�complete�replacement�at�factory�seams,
decisions�will�also�have�to�be�made
about�how�the�replacement�panel�will�be
installed.�Often�times,�the�procedure�is
provided�by�the�vehicle�maker,�however,�it
may�also�be�left�up�to�the�repairer�to�make
the�replacement�decision.
Exterior�steel�panels�are�commonly
attached�at�the�factory�with�spot�welds,
adhesives,�a�combination�of�both,�and
laser�welds.�During�panel�replacement:
•
•
•
Intro�to�Collision�Repair�Process�Overview
spot�welds�and�plug�welds�are�the
most�common�method�used�to
attach�panels�that�were�originally
spot�welded�to�the�vehicle
structure.
laser�welds�cannot�be�replicated
in�a�collision�repair�facility,�so
are�substituted�with�a�different
attachment�method.
adhesives�are�being�used�as�some
vehicle�makers�approve�the�use
of�adhesive�for�attaching�exterior
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Textbook
Intro�to�Collision�Repair�Process�Overview
body�panels,�either�alone�or�in
combination�with�welding.
Similar�to�the�panel�replacement
recommendations,�panel�attachment
method�recommendations�are�also
commonly�provided�by�the�vehicle
maker.
Following�the�repair,�an�inspection�should
be�conducted�to�verify�that�the�repairs
were�properly�made.�This�may�require
checking�panel�alignment�and�contours,
weld�quality,�fasteners,�body�filler,�and
primer�application.
Video:�Non-Structural�Repair
HOST�2:�Absolutely,�there�was�a�little
damage�to�the�leading�edge�of�our�front
door�from�the�fender�being�pushed�back
into�it.�I�used�a�hammer�and�dolly�to
straighten�the�damage,�and�then�used
a�lightweight�body�filler�to�fill�in�the
contour.�After�this,�we’re�going�to�move
it�into�the�paint�booth,�and�use�a�primersurfacer�to�fill�in�any�imperfections.
HOST�1:�Sounds�pretty�straightforward.
Now�can�you�show�us�some�of�the�tools
that�are�commonly�used�in�the�nonstructural�repair�area?
HOST�2:�Absolutely,�I�have�a�few�tools
laid�out�on�a�worktable�that�we�can�look
at.
HOST�1:�OK�Eddie,�I�see�you�have�several
tools�set�out�for�us�here,�can�you�go
through�each�one�and�give�us�an�overview
of�what�they’re�used�for�and�maybe�let's
start�with�this�one�right�here.
Non-Structural�Repair
HOST�1:�The�next�step�in�the�collision
repair�process�is�to�remove�any�cosmetic
damage�from�the�exterior�body�panels.
And�to�do�that,�we�bring�the�vehicle�here,
to�the�non-structural�repair�area.�It’s�here
we�remove�dents�and�dings�from�panels
such�as�the�fenders,�or�the�roofs,�or�the
rear�body�panels.�Now�Eddie,�it�looks�like
you’ve�already�begun�on�our�door,�can
you�tell�us�a�little�bit�about�what�you’ve
done,�and�what�you�have�left�to�do?
Intro�to�Collision�Repair�Process�Overview
HOST�2:�What�we�have�here�is�a�body
hammer�and�body�dolly.�These�are�used
to�repair�small�dents�to�moderately�large
ones.�These�tools�can�only�be�used�when
you�have�access�to�both�sides�of�the
repair.
HOST�1:�Can�you�show�us�how�they’re
used�on�the�panel�over�here?
HOST�2:�Sure�can.�What�you�want�to
do�is�apply�the�dolly�to�the�backside�of
the�repair�area�and�lightly�tap�around
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Textbook
the�repair�area,�making�sure�that�you�do
not�tap�on�top�of�the�dolly,�which�would
cause�stretching�of�the�metal.
HOST�1:�OK,�well�that�looks�pretty
straightforward.�Now�what�about�this�tool
here?
HOST�2:�Well,�what�we�have�here�is
called�a�dual-action�sander,�or�commonly
called�a�DA�sander.�A�dual�action�sander
is�used�for�repair�and�refinishing�of�the
body�surface�on�a�vehicle.
HOST�1:�OK�sounds�good.�Now�this�looks
like�an�interesting�piece�of�equipment.
Can�you�give�us�an�overview�of�how�this
works?
HOST�2:�Yes�I�can,�this�is�called�a�stud
welder�and�you�use�this�when�you�do�not
have�access�to�the�backside�of�the�repair
area.�The�gun�is�controlled�by�the�lower
portion�of�the�machine.
Intro�to�Collision�Repair�Process�Overview
damage,�we’re�going�to�have�to�install�a
few�more�studs.
Now�that�we�have�all�the�studs�in�place,
we�have�to�use�a�few�more�tools�in�order
to�finish�the�repair�process.�This�includes
a�slide�hammer�and�a�body�hammer.
We’re�going�to�insert�the�hammer�on
the�stud�and�slide�back�the�locking
mechanism�so�that�it’s�fully�secured.�Then,
we’re�going�to�slowly�pull�back,�applying
medium�pressure,�and�use�a�hammer�to
slowly�pound�out�the�dent.�If�the�damage
is�really�bad,�we�can�take�a�slide�hammer
and�lightly�tap�to�force�the�metal�out.
We’re�going�to�work�from�the�lightest
damage�to�the�most�severe�damage.
HOST�1:�There�are�a�lot�of�tools�used
in�the�non-structural�repair�area.�Today
we�just�looked�at�a�couple.�The�number
of�tools�that�you�use�and�where�you�use
them�is�going�to�depend�on�the�type�of
damage�that�you�have�on�your�vehicle.
HOST�1:�OK,�sounds�good,�can�you�show
us�how�it�works?
HOST�2:�Yes�I�can.�In�order�for�the�stud
gun�to�work,�we�have�to�install�a�stud
into�the�gun,�and�how�we're�going�to
place�the�stud�is�inline�with�the�damage.
This�might�require�several�studs�in�order
to�repair�the�damage�correctly.�What
you're�going�to�do�is�firmly�press�the
stud�against�the�repair�area,�and�pull�the
trigger.�That�short�amount�of�voltage�that
was�transferred�into�it�welded�the�stud
to�the�hood.�Because�of�the�size�of�the
Intro�to�Collision�Repair�Process�Overview
Proper�installation�of�stationary�glass�is�critical�for�the
integrity�of�the�upper�structure.
Stationary�glass�plays�a�vital�role�in�the
structural�integrity�of�a�vehicle.�Stationary
glass:
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Textbook
•
•
•
Intro�to�Collision�Repair�Process�Overview
supports�the�roof�of�the�vehicle.
helps�transfer�collision�energy�up
through�the�roof�and�away�from
the�passenger�compartment.
may�also�play�a�role�in�the
restraint�system.�On�some
vehicles,�the�passenger�airbag
will�deflect�off�the�windshield�to
provide�protection�to�those�in�the
passenger�seat.
For�these�reasons,�it�is�critical�that�the
windshield�be�installed�correctly�to�ensure
future�performance.�This�requires�the
proper�adhesive�and�primer�to�ensure
factory-recommended�adhesion�between
the�glass�and�the�pinchweld.�Depending
on�the�repair�facility,�this�procedure�may
be�sublet�to�local�glass�installers.
•
•
can�be�affected�by�humidity�and
temperature.
can�be�a�possible�area�of�conflict
with�scheduling�for�completion.
The�correct�strength�must�be
reached�before�returning�the
vehicle�to�service.�If�the�proper
strength�has�not�been�achieved,
the�glass�can�break�loose�from�the
flange�during�a�vehicle�rollover�or
airbag�deployment.
Information�discussed�in�this�module
included:
•
•
•
•
measuring�and�straightening.
structural�part�repairs�and
replacement.
exterior�panel�and�non-structural
repairs.
the�role�of�stationary�glass�and
replacement�considerations.
Electrical�And�Mechanical�Repair
Learning�objectives�for�this�module
include:
Urethane�is�being�applied�to�the�windshield.
After�the�windshield�has�been�installed,
it�is�important�for�technicians�to�note�the
time�that�it�takes�the�urethane�windshield
adhesive�to�achieve�full�strength.�This�fullstrength�time:
•
is different�for�the�type�of�adhesive
used.
Intro�to�Collision�Repair�Process�Overview
•
•
•
•
identifying�types�of�restraints�and
restraint�systems.
explaining�the�importance�of
wheel�alignments.
listing�types�of�vehicle�electronics
and�electrical�damage.
identifying�hybrid-electric
vehicles�and�listing�high�voltage
considerations.
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Textbook
Intro�to�Collision�Repair�Process�Overview
Deployed�airbags�must�be�replaced�along�with�any
damaged�restraint�system�parts.
After�the�vehicle�structure�has�been
repaired,�mechanical�systems�must�be
restored�to�operating�condition.�One�of
the�primary�systems�that�must�be�repaired
includes�the�restraint�system.�Types�of
restraint�systems�include:
•
•
•
airbags,�which�include�driver
and�passenger�front�airbags,�knee
bolster�airbags,�and�curtain�and
side�airbags.
seat�belts,�which�may�include�a
seat�belt�pre-tensioner.
active�head�restraints,�which
activate�automatically�in�the�event
of�a�rear�collision.
This�is�a�seat�belt�pre-tensioner�that�deploys�a�small
charge�to�tighten�the�seat�belt�in�a�collision�(left).
The�I-CAR�website�offers�a�listing�of�restraint�system
parts�that�must�be�replaced�following�an�airbag
deployment�(right).
The�parts�of�a�restraint�system�that
require�replacement�after�a�collision
differ�among�vehicle�makes�and�models
and�model�years.�With�regard�to�airbag
replacement�parts,�the�I-CAR�website
provides�technicians�with�information�and
guidelines�from�the�vehicle�makers�on
which�parts�to�replace�for�most�vehicles.
These�replacement�recommendations
are�also�available�on�the�vehicle�maker’s
websites.
In�some�instances,�it�may�appear�that�an
airbag�should�have�deployed�but�did�not.
It�is�important�to�note�that:
•
•
Intro�to�Collision�Repair�Process�Overview
there�is�a�threshold�for
deployment.
even�if�a�vehicle�seems�severely
damaged,�a�deployment�is�not
always�guaranteed.�Variables�for
deployment�may�include�the�rate
of�deceleration,�seat�belt�use,�and
seat�occupation.
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Textbook
Intro�to�Collision�Repair�Process�Overview
Seat�belts�are�often�replaced�if�they�were
in�use�during�the�time�of�the�collision.�If
a�seat�belt�pre-tensioner�was�deployed,
the�entire�seat�belt�assembly�must�be
replaced.
Resetting�the�computers�for�a�restraint
system�may�require�a�specific�scan�tool.
If�this�tool�is�not�in-house,�the�operation
may�be�sublet�to�a�dealership�that�is
properly�equipped.
Head�restraint�systems�may�have�an�automatic�lever
mechanism�that�pushes�the�head�restraint�forward
when�pressure�is�placed�on�the�seat�back.
Some�vehicles�have�active head�restraints
that�are:
•
•
designed�to�move�forward�in�the
event�of�a�collision.�This�reduces
the�distance�between�the�back�of
the�head�and�the�head�restraint,
thus�reducing�the�possibility�of
whiplash.
self-resetting.�Many�of�these
systems�reset�themselves�after
the�collision,�but�others�must
be�reset�or�replaced�following�a
deployment.
Intro�to�Collision�Repair�Process�Overview
Targets�are�installed�on�the�wheel�hubs�and�read�by
computers�to�measure�wheel�alignment�angles.
Wheel�alignments�are�often�necessary
after�structural�repairs�have�been
completed,�especially�if�there�has�been
damage�to�the�front�structure�or�engine
cradle,�or�if�one�of�the�steering�and
suspension�parts�have�been�replaced�such
as�tie�rods,�the�steering�rack,�struts,�ball
joints,�springs,�etc.�A�wheel�alignment
aligns�the�wheels�to�vehicle�maker
specifications�to�provide�stability�and
handling�and�to�reduce�tire�wear.
There�are�differences�in�the�types
of�alignments�done�on�a�vehicle,
including:
•
•
•
two-wheel.�Though�no�longer
common,�a�two-wheel�alignment
involves�measuring�and�aligning
the�front�wheels�only.
four-wheel.�A�four-wheel
alignment�involves�aligning�both
the�front�and�rear�wheels�to�the
vehicle�centerline.
thrust-angle�alignments.�A�thrustangle�alignment�aligns�the�front
wheels�in�relationship�to�the
position�of�the�rear�axle.�This
keeps�the�steering�wheel�straight.
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Textbook
Intro�to�Collision�Repair�Process�Overview
Many�collision�repair�facilities�are
not�equipped�with�wheel�alignment
machines,�and�therefore,�the�operation�is
often�sublet.
2010�Ford�Taurus
•
•
•
•
Sensors,�such�as�this�blind�spot�sensor�for�the�2010
Ford�Taurus,�may�be�hidden�behind�panels�and
subject�to�collision�damage.
Vehicles�are�being�equipped�with�more
advanced�safety�and�convenience�systems
every�year,�requiring�technicians�to�be
informed�about�the�systems�and�how
they�operate.�Even�if�a�technician�will�not
be�repairing�the�system,�knowing�where
sensors�and�computers�are�located�is
important�to�avoid�damaging�them�during
the�repair�process.
Due�to�the�equipment�and�knowledge
necessary�to�repair�advanced�electronics,
most�repairs�are�sent�to�the�mechanical
shop�or�sublet�to�a�facility�that�is
equipped�to�repair�these�types�of�systems.
Dealerships�often�have�the�required
equipment�to�repair�the�advanced
electronic�systems.�Advanced�vehicle
systems�may�include:
•
blind�spot�detection,�which�is
designed�to�inform�the�driver
Intro�to�Collision�Repair�Process�Overview
•
when�a�vehicle�is�approaching�or
in�the�vehicle’s�blind�spot.
adaptive�cruise�control,�which
is�designed�to�maintain�a�set
distance�from�the�vehicle�ahead.
electronic�stability�control,�which
is�designed�to�return�vehicle
control�in�a�skid�event.
hill�start�assist,�which�is�designed
to�apply�brakes�to�prevent�back
roll�when�starting�on�a�hill�from�a
dead�stop.
lane�departure�warning,�which
alerts�the�driver�when�an
unintended�lane�change�is�taking
place.
pre-collision�systems,�which�when
an�imminent�collision�is�detected,
may�provide�brake�assist�and�seat
belt�adjustments,�automatically
adjust�seats,�close�windows�or
sunroofs,�and�adjust�the�damping
action�of�shock�absorbers.
Malfunction�indicator�lamps�are�used�to�identify
problems�with�various�electronic�systems.
When�an�electronic�system�is�damaged,
it�is�likely�to�turn�on�a�“malfunction
indicator�lamp�(MIL).”�These�lamps�are
warning�systems�designed�to�illuminate
when�a�computer�diagnostic�that�is
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Textbook
Intro�to�Collision�Repair�Process�Overview
performed�during�startup�or�operation
determines�that�a�system�is�not�responding
the�way�it�should.�An�MIL�provides�the
technician�with�information�regarding
which�systems�are�damaged.
sensor�or�other�part�is�removed�from�the
vehicle.�Calibration:
•
•
Some�common�collision�damage�to
a�vehicle�electrical�system�includes
damaged:
•
•
•
•
wires�and�connectors.�Wires�and
wire�connectors�commonly�get
pinched�or�cut�in�a�collision.
Vehicle�maker’s�guidelines�on
repair�or�replacement�of�the
harness�should�be�followed.
sensors.�Sensors�can�be�very
delicate�and�may�be�subject�to
damage�even�if�they�are�located
away�from�the�area�of�direct
damage.
fuses.
lamps.
requires�a�vehicle-specific�scan
tool.
may�require�other�system-specific
calibration�tools�to�return�the
system�to�proper�operating
condition.
Hybrid�vehicles�have�gained�in�popularity,�where
even�full-size�SUVs�are�available�with�a�hybrid
option.
Hybrid-electric�and�pure�electric
vehicles�are�becoming�more�common
in�the�United�States,�which�means�that
more�of�them�are�being�brought�into
collision�repair�facilities.�Hybrid-electric
vehicles:
•
Scan�tools�can�be�used�to�calibrate�advanced
electronic�systems.
Most�of�the�advanced�electronic�systems
will�require�calibration�of�the�system�if�a
Intro�to�Collision�Repair�Process�Overview
•
have�an�electric�motor�or
motors�in�addition�to�an�internal
combustion�engine.
require�special�considerations.
While�the�body�structure
generally�does�not�differ�between
a�hybrid-electric�and�some
electric�vehicles�compared�to�a
conventional�vehicle,�there�are
some�considerations�for�working
35
Textbook
Intro�to�Collision�Repair�Process�Overview
with�these�types�of�vehicles�that
repair�technicians�must�be�aware
of.
•
the�high�voltage�battery�to�gain
access�to�damaged�panels.
high�voltage�batteries�are
equipped�with�a�service
disconnect�that�is�used�to�disable
the�high�voltage�system,�and
isolate�the�high�voltage�in�the
battery.
Information�discussed�in�this�module
included:
This�is�an�example�of�a�nickel-metal�hydride�battery
used�on�a�Lexus�LS�600hL�(left).�High�voltage
batteries�are�equipped�with�a�orange-colored
disconnect�that�disables�the�battery�(right).
All�vehicles�are�equipped�with�a�12-volt
battery�that�is�primarily�used�to�engage
the�starter�and�start�the�engine.�It�is�also
a�power�storage�device�that�is�used�to
provide�a�constant�supply�of�power�to
electronic�equipment�such�as�computers,
lamps,�clocks,�security�systems,�etc.
Hybrid-electric�vehicles:
•
have�an�additional�battery�that
delivers�considerably�higher
voltage�to�power�an�electric
motor.�The�voltage�of�these
batteries�ranges�from�42–300
plus�volts�depending�on�the
application.�Working�with�hybridelectric�vehicles�requires�collision
repair�technicians�to�have�basic
knowledge�of�the�high�voltage
system.�For�example,�it�may�be
necessary�for�a�collision�repair
technician�to�disable�and�remove
Intro�to�Collision�Repair�Process�Overview
•
•
•
•
restraints�and�restraint�systems.
wheel�alignments.
vehicle�electronics,�electrical
damage,�and�calibration
considerations.
hybrid-electric�vehicles,�and�high
voltage�considerations.
Refinishing�And�Delivery
Learning�objectives�for�this�module
include:
•
•
•
•
explaining�the�refinishing�process.
listing�corrosion�protection
considerations.
describing�the�detailing�process.
explaining�the�pre-delivery
inspection�and�customer�delivery
process.
36
Textbook
Intro�to�Collision�Repair�Process�Overview
Video:�Refinishing
Spraybooths�are�used�to�provide�a�clean�spray
environment�that�reduces�the�amount�of�finish
contamination�(left).�Blending�the�refinish�tricks�the
eye�into�seeing�one�continuous�color�(right).
One�of�the�final�stages�of�the�collision
repair�process�is�to�refinish�the�damaged
area�of�the�vehicle.�The�refinishing
department�is�most�often�identified�by�the
spraybooth�and�an�adjacent�prep�deck.
The�refinishing�department�receives
the�vehicle�from�the�non-structural
or�structural�repair�department,�and
performs�the�refinishing�operations
such�as�masking,�scuffing,�and�sanding,
and�applying�primer�and�topcoats.�The
refinish:
•
•
will�be�the�first�item�the�customer
inspects�when�they�pick�up�the
vehicle�from�the�collision�repair
facility.
requires�a�proper�color�match�and
no�finish�defects.�Proper�blending
techniques�are�used�by�the�refinish
technician�to�ensure�a�seamless
appearance�between�the�repaired
area�and�the�undamaged�area�of
the�vehicle.
Intro�to�Collision�Repair�Process�Overview
Refinishing
HOST�1:�We’ve�completed�our�structural
repairs�and�our�cosmetic�repairs;�the�next
step�in�the�collision�repair�process�is�to
give�our�vehicle�a�fresh�coat�of�paint.�This
is�our�refinishing�technician�Scott.�Scott,
can�you�give�us�an�overview�of�where
we’re�at�with�our�vehicle�right�now?
HOST�2:�Well,�what�we�do�first�is�we�take
the�new�parts�and�we�jamb�the�backside,
which�is�putting�the�color�coat�on�the
backside.�After�we�have�jambed�them,�we
hang�the�parts�back�on�the�vehicle�and
then�we�tape�off�the�vehicle�in�order�to
prevent�any�overspray�from�the�painting
processes�from�getting�on�the�vehicle.
After�we�have�that�all�sealed�up,�we�put
a�sealer�coat�on,�which�is�the�step�we’re
at�right�now,�and�our�next�step�will�be
putting�the�color�coat�on.�Once�the�color
coat�is�on,�then�we�put�our�clearcoat�on
which�gives�it�that�high-gloss�finish�that
we�all�want.
HOST�1:�Now�Scott,�there�must�be�a
million�different�colors�that�we�can
choose�for�our�vehicle.�How�do�we�make
37
Textbook
sure�we�get�the�right�one�to�match�our
color?
Intro�to�Collision�Repair�Process�Overview
just�need�to�put�it�together�and�get�it
detailed.
HOST�2:�Well,�the�first�thing�we�do�is
we�find�the�color�code�on�the�vehicle.
On�this�particular�vehicle,�it’s�on�the�Bpillar.�Once�we�have�the�color�code,�we
take�that�over�to�our�computerized�mixing
system,�we�enter�in�the�code�and�the
vehicle�year,�and�that�gives�us�the�proper
mix�to�use�for�this�particular�vehicle.
HOST�1:�Okay�Scott,�we’ll�let�you�get
back�to�your�work.�We�can’t�wait�to�see
the�results.
Wow,�the�finish�looks�really�good�Scott.
Now�I�noticed�that�when�you�were
painting,�you�kind�of�extended�the�color
beyond�our�area�of�repair�here.�Can�you
give�us�an�idea�of�why�you�did�that?
HOST�2:�We�extend�the�color�out�because
if�you�just�stopped�where�the�damage�was,
you�would�see�that�color�line.�So�we�have
to�put�out�thinner�and�thinner�layers�of�the
color�just�to�blend�it�in�so�it�tricks�the�eye
to�make�it�look�exactly�like�the�rest�of�the
vehicle.
HOST�1:�Okay,�that�sounds�good.�Now
are�we�done�here�or�are�there�some�other
steps�that�we�need�to�do?
HOST�2:�We’re�just�doing�a�final
inspection�for�any�imperfections�that
we�may�need�to�take�care�of�before�the
customer�picks�up�the�vehicle.�Then�we
Intro�to�Collision�Repair�Process�Overview
Applying�anti-corrosion�compound�to�the�interior
of�repaired�rails�provides�an�additional�layer�of
protection�against�corrosion�(left).�Application�of
primer�provides�a�sturdy�base�for�the�color�coat�to
ensure�the�finish�does�not�lift�(right).
Corrosion�protection�is�applied
throughout�the�repair�process.�For
example:
•
•
corrosion-resistant�material,�such
as�weld-through�primer,�will�be
applied�when�welded�parts�are
being�replaced.
during�the�refinishing�process,
primer�is�applied�as�a�base�for
the�color�coat.�The�primer�serves
to�protect�the�metal�against
corrosion,�and�also�provides�a
stable�surface�for�the�color�coat,
ensuring�adequate�adhesion.
Once�the�refinishing�process�is�complete,
additional�corrosion�protection�is�applied
to�interior�surfaces�such�as�rails�or�the
backside�of�exterior�panels.�This�is
commonly�a�wax-based�coating.�Applying
this�material�before�refinishing�the�vehicle
would�contaminate�the�vehicle�surface,
causing�a�variety�of�finish�defects.
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Textbook
Intro�to�Collision�Repair�Process�Overview
One�of�the�final�steps�in�the�repair�process
is�detailing.�The�detailing�station�is�used
to�wash�the�vehicle,�and�buff�out�or�sand
any�minor�paint�defects.�Additionally,�the
interior�can�be�cleaned,�and�any�collisionrelated�or�repair-related�stains�or�dust�are
removed.�Additional�detailing�items�may
include:
•
Undercoating�is�a�thick�rubber-like�substance
designed�to�protect�the�vehicle�underside�against
stone�chips�and�other�debris�that�may�damage�the
finish.
Other�items�that�may�be�applied�after�the
refinish�has�been�applied�include:
•
•
chip�coating,�which�is�applied�on
the�lead�edges�of�doors,�rocker
panels,�hoods,�and�bumpers.
undercoating,�a�thick�tarlike�material,�is�applied�on
wheelhouse�surfaces,�the�floor�pan
underside,�and�the�trunk�floor.
Buffing�can�be�used�to�remove�minor�surface
imperfections�such�as�removing�scratches�in�the
clearcoat.
Intro�to�Collision�Repair�Process�Overview
•
•
•
removing�any�residual�buffing
compound�from�panel�edges�and
emblems.
cleaning�the�inside�and�outside�of
glass.
waxing�the�new�finish,�if�it�is
allowed�by�the�paint�maker�to�wax
shortly�after�paint�application.
removing�any�odors�that�may�have
resulted�from�the�damage.
Video:�Assembly�and�Detailing
Refer�to�"Video:�Assembly�and�Detailing"
in�the�presentation.�The�video�shows�how
the�vehicle�is�reassembled�and�detailed
for�delivery.
Assembly�And�Detailing
Our�vehicle�has�been�fixed,�and�now�it
has�a�fresh�coat�of�paint.�The�next�step�in
39
Textbook
the�process�is�to�reassemble�the�vehicle,
then�bring�it�to�the�detailing�area�to�get�it
ready�for�the�customer�to�pick�up.
During�reassembly,�we’re�going�to�install
the�mechanical�parts,�the�headlamp,�and
the�bumper�and�grille�assembly.�After�the
parts�have�been�installed,�the�panel�gaps
are�going�to�be�checked�to�make�sure�they
are�even�from�side�to�side.
After�the�vehicle�has�been�reassembled,
it’s�brought�here�to�the�detailing�area.�It’s
here�where�it�will�be�inspected�a�final
time�for�any�defects.�Small�runs�in�the
clearcoat�and�dirt�nibs�can�be�removed
through�the�detailing�process�to�ensure�the
repaired�area�has�a�smooth�and�consistent
finish.�This�is�also�the�area�where�the
interior�of�the�vehicle�will�be�cleaned.
This�removes�any�dust�or�dirt�that�may
have�been�brought�in�through�the�repair
process.�Finally,�the�whole�outside�of
the�vehicle�is�washed�in�preparation�for
delivery�to�the�customer.
Intro�to�Collision�Repair�Process�Overview
the�vehicle�for�any�signs�of�the�repair.
The�goal�is�to�have�the�vehicle�look�like
it�did�before�the�collision.�Part�of�the�predelivery�inspection�items�may�include
checking�for:
•
•
•
•
•
•
•
•
•
•
finish�defects,�which�includes
signs�of�poor�detailing�and
masking.
consistent�panel�gaps.
re-installation�of�all�parts.
proper�wheel�and�tire�installation.
proper�operation�of�exterior�and
interior�lamps.
properly�operating�restraint
systems.
properly�operating�mechanical
systems,�such�as�air�conditioning,
heating�and�cooling,�power
steering.�It�is�also�important�to
make�sure�all�fluids�related�to
those�systems�and�other�systems
are�filled�to�the�proper�levels.
any�damage�or�dirt�on�the�interior
that�is�related�to�the�collision�or
repair�process.
resetting�any�presets�that�may
have�been�lost�if�the�battery�was
disconnected�for�repairs.
any�MILs�that�may�be�set�during�a
test�drive.
Part�of�the�pre-delivery�inspection�is�to�verify�the
quality�of�repairs�all�over�the�vehicle�(left).�Finish
defects,�such�as�these�sandscratches,�are�not
acceptable�(right).
Before�the�vehicle�is�delivered�to�the
customer,�a�technician�should�examine
Intro�to�Collision�Repair�Process�Overview
40
Textbook
Intro�to�Collision�Repair�Process�Overview
repair.�Follow-ups�may�be�done�a�week�or
so�after�vehicle�delivery.
Video:�Pre-Delivery�Quality�Control�And
Vehicle�Delivery
Explaining�the�repair�process�and�what�was�done
to�the�vehicle�is�recommended�when�delivering�the
vehicle�to�the�customer.
The�final�step�in�the�collision�repair
process�is�to�deliver�the�vehicle�to�the
customer.�When�the�vehicle�is�delivered
to�the�customer,�a�collision�repair�facility
representative�will�explain�the�repairs,
providing�an�overview�of�what�was
repaired,�and�what�was�replaced.�The
customer�is�given�some�time�to�examine
the�work.
Other�items�that�may�be�covered�with�the
customer�during�delivery�include:
•
•
going�over�any�warranties.�The
customer�should�drive�away
from�the�repair�facility�with�a
feeling�that�their�vehicle�is�in�good
condition�and�that�potential�issues
will�be�covered.
addressing�any�concerns�about�the
repair.
A�short�period�of�time�after�the�vehicle
has�been�delivered�to�the�customer,�repair
facilities�may�follow-up�with�the�customer
to�make�sure�they�are�satisfied�with�the
Intro�to�Collision�Repair�Process�Overview
Pre-Delivery�Quality�Control�And�Vehicle
Delivery
HOST�1:�The�last�step�in�the�collision
repair�process�is�to�do�a�pre-delivery
quality�control�inspection.�It’s�at�this
point�where�we�look�at�the�vehicle�one
more�time�before�we�hand�it�over�to�the
customer.�Doing�our�quality�control�check
today�is�John.�John,�can�you�tell�us�a�little
bit�about�what�you’re�doing?
HOST�2:�Certainly,�the�first�thing�we’re
going�to�do�is�inspect�the�panels�in�the
repair�area.�We’re�going�to�be�looking
for�a�consistent�panel�gap�between�the
adjacent�panels,�and�we’re�going�to�want
to�make�sure�the�contours�flow�properly
from�one�panel�to�the�other.�Next,�we’re
going�to�take�a�look�at�the�finish.�We’re
going�to�look�for�any�smudges�or�stains�in
the�finish,�as�well�as�any�leftover�buffing
compound,�or�any�masking�or�tape�lines
that�may�have�resulted�from�the�refinish
procedure.
41
Textbook
Intro�to�Collision�Repair�Process�Overview
On�closure�panels,�such�as�this�door,�we
want�to�look�for�any�possible�missing
parts.�We�also�want�to�make�sure�the
doors�open�and�close�properly.
•
•
the�detailing�process.
pre-delivery�inspection�and
customer�delivery�process.
HOST�1:�Are�there�any�special�procedures
for�delivering�the�vehicle�to�the
customer.
HOST�2:�Absolutely,�what�you�want�to�do
with�the�customer�is�go�over�the�repairs
that�were�done.�You�want�to�look�at�the
panels�and�parts�that�were�repaired�and
replaced.�You�want�to�give�the�customer
plenty�of�time�to�inspect�the�repair�to
make�sure�it’s�to�their�satisfaction.�After
the�repair�is�complete,�be�sure�to�go�over
any�warranties�or�related�paperwork�that
the�customer�needs�to�fill�out.
HOST�1:�So�we’ve�watched�our�vehicle
go�through�the�complete�collision�repair
process,�starting�with�estimating�the
damage,�followed�by�vehicle�teardown,
measuring,�and�structural�repair�of�the
upper�rail�and�apron�assembly.�We�then
repaired�the�front�door,�and�brought�our
vehicle�to�the�refinishing�area,�where�it
was�corrosion�protected�and�painted.�The
vehicle�was�reassembled�and�detailed,
followed�by�quality�control�and�delivery
to�our�customer.
Information�discussed�in�this�module
included:
•
•
the�refinishing�process.
corrosion�protection
considerations.
Intro�to�Collision�Repair�Process�Overview
42
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