When
Quality
Counts
Not all Aftermarket
Parts are Created Equal
www.CAPAcertified.org
1
CAPA Update for the CCIF
Who We Are
Why CAPA
Program Review
CAPA’s Success
CAPA Responds
Aftermarket Parts Reform: The Real Future
Mission Statement
CAPA is a non-profit, third party
independent standard setting
organization whose goal is to
ensure that the market has a high
quality, fairly priced alternative to
expensive car company parts.
How We Got Here
1970’s car companies stopped
changing model designs each year
Independents began to produce
alternative parts -- Like mechanical
part competitors in the 20’s and 30’s
Collision repairers used these parts in
record numbers
How We Got Here
After repair shops created the market,
insurance companies started including
competitive parts on estimates
Then collision repairers started to
complain about safety and quality
The insurance industry responded by
creating CAPA in 1987
Why CAPA?
To protect American consumers from a car
company parts monopoly and poor quality parts
Car companies spend millions of dollars to
discredit aftermarket parts, scare consumers,
co-opt body shops and intimidate state
legislatures into protecting their monopoly
Not stepping in and working to break this
monopoly will only lead to higher car repair
costs and higher insurance premiums.
What Happens in a Car
Parts Monopoly?
$400
A 1994 Ford Taurus hood
costs almost $400 + $350 to
install and refinish it.
A TV/VCR costs around $250 and it
plugs in for immediate use.
$350
$400
$300
$250
$200
$250
$150
$100
$50
$0
Consumers Know There Is Something Wrong When:
$600 will buy a Pentium 4 computer with color printer, 17” color
monitor yet they have to add $300 to get a sheet metal quarter
panel from Ford for $900
$500 buys a new refrigerator or a Chrysler hood
Questions to Ask About a Part
Quality Certification Program
1.
2.
3.
4.
5.
Are the parts individually certified for quality?
What are the credentials of the certifier?
Is a fully accredited, independent test lab part of
the process?
Is the certification process transparent and subject
to public comment?
Does the program have clear and precise
standards?
Questions to Ask About a Part
Quality Certification Program
Are the standards available to the public?
7.
Is there a mechanism for consumers, repairers and other
affected parties to be involved in the standard setting
process?
8.
Who oversees the development of the standards?
9.
Are the parts continually inspected after initial
certification?
10. Is the certifier involved in the marketing, sale or
distribution of the product?
6.
CAPA:
Answering the Questions
Does distributor listing govern CAPA certification?
Only CAPA determines certification
Neither distributors or insurers can decide if a
part is to be listed as certified.
Distributors could list part as a CAPA certified
part, but only the presence of the CAPA seal
actually confirms certification.
www.CAPAcertified.org
10
Step 1:FACTORY
APPROVAL
P
A detailed review and audit of the factory
and manufacturing processes
P
Inspection, quality control and operating
processes are critically reviewed
P
An independent body determines whether
the quality processes and factory each meet CAPA’s
60+ point quality requirements
Product Quality Certification vs. System
Certification
CAPA = QS, Product Certification
& Continuous Inspection
Product
Certification
QS 9000
ISO
Why Factory Approval (Process
Certification) is not enough for CAPA
CAPA led the way in process certification by developing and
requiring a factory approval process well before the popularity of
ISO.
In mid 90’s CAPA eliminated facility audits in lieu of QS
certification. Within 1 year CAPA was forced to reinstate facility
audits.
Car companies have had similar problems, so they too are
moving away from QS and migrating to TS 16949 which
includes more control over the product.
Step 2:PART APPROVAL AND
CERTIFICATION
Only after the factory has been approved
can individual parts be submitted for
certification
Part Approval is a Multi-Step Process
P
P
P
P
Checking Fixture is Approved
Part Properties are Tested & Approved
Part Passes Vehicle Test Fit
When All Criteria are Met: Part Certified and
Seal Affixed
Checking Fixture Approved
Mating
Components:
Checked against
part
Gap:
Matches
master
Holes:
Properly
placed
Datum Points:
Set at all critical
areas
Bodylines:
Exactly match
car company
Flush: Matches
Master
Part Properties are Tested
Test procedures are based on nationally
recognized tests such as ASTM and SAE
P Material composition
P Coating performance
P Thickness
P Corrosion
P Mechanical properties
P Form and fit
P Paint adhesion
P Appearance
P Adhesive and weld
integrity
P Fasteners\Hardware
P Quality Control
procedures
P Identifying markings
Part Properties are Tested
Hood - Inner Skin Identified for Testing
Welds, Weldments, Adhesives
Part Properties are Tested
Complete destructive testing ensures comparability
with car company service parts
Part Passes Vehicle Test Fit
Initiated April 1999
Dedicated Vehicle
Test Fit Facility
Collision repair
professionals
perform tests
As of December 31, 2001 all CAPA parts have a
vehicle test fit or equivalent
CAR COMPANY SERVICE PART
QUALITY STUDY
OVERALL RESULTS
(1,907 PARTS)
Passed CAPA Fit
and Appearance
Requirements
50% (953)
Failed CAPA Fit
and Appearance
Requirements
50% (954)
CAPA Test Fit Results
Car Company Quality
1,907 Car Company Parts Tested.
50% (954) failed CAPA fit and appearance
requirements.
Car Company
# Tested
% Failed
General Motors
467
65%
Ford
440
60%
Chrysler
295
47%
Nissan
141
41%
Toyota
236
39%
Honda
227
27%
What Does this Analysis Tell Us?
When compared to car company parts in the market, 100%
of CAPA parts meet standards and only 50% of the car
company parts meet the standards
Pass
50%
Fail
50%
Percent Car Company
Service Parts Meeting CAPA
Standards
Pass
100%
Percent of Parts introduced
as CAPA that meet CAPA
Standards
CAPA Parts are equal or BETTER than their car company
counterparts !!
The CAPA Quality Seal:
The Final Step in Part Certification
Tamper Proof Design
Two Parts
Top part stays on part
Bottom part provides proof
that a CAPA part has been
used
Bar coded for ease of tracking
Each and every part has a unique number
CAPA Part Tracking
Easy & Available to All
CAPA Part Tracking
One Seal Number Can:
Confirm part certification.
Provide part history.
Identify lot, manufacturer and application.
CAPA’s parts database maintains all
testing and inspection information on all
parts in the program.
Bottom tab of the seal affixed to repair
order or estimate provides permanent
tracking of the part.
Step 3:
REGULAR RE-INSPECTION AND
MONITORING
Quality Systems Audits twice per year.
Dimensional, Appearance, and Quality Control records
inspections on 70 - 80% of lots.
Random material testing, Vehicle Test Fits and
studies.
Complaint investigations.
Annual Fixture and Weld Jig Verification.
Trend analysis on manufacturer, part number and
other critical program elements.
Step 4:
MARKETPLACE QUALITY
MONITORING
Complaint Program: Providing users with
the opportunity for quality input.
Decertification Program: Keeping
problem parts out of the market.
Recall Program: Removing poor quality
parts from distributor shelves.
CAPA Encourages Complaints
1-800-505-CAPA
www.CAPAcertified.org
Written Form: Thousands
distributed annually
Complaints Received 1995-2002
17,500,000
16,000,000
14,500,000
13,000,000
11,500,000
10,000,000
8,500,000
00.05%
7,000,000
5,500,000
4,000,000
2,500,000
1,000,000
16,771,089 Parts Certified
Percentage of Valid
Complaints to Seals Applied
0.0006
0.0005
0.0004
0.0003
0.0002
0.0001
0
1994
1996
1998
2000
2002
CAPA’s Success:
What CAPA has Accomplished
Accredited by the American National
Standards Institute (ANSI), as a
standard developer.
Developed specific, enforceable,
effective standards for metal and plastic
body parts and lighting.
CAPA’s Success:
What CAPA has Accomplished
Dramatically improved the quality of
competitive repair parts bearing the
CAPA seal.
Provided repairers with a means to
reduce total losses and therefore repair
more cars.
Provided a high quality alternative to
expensive car company parts.
CAPA’s Success:
What CAPA has Accomplished
Secured one of the nation’s most accredited
testing laboratories:
Entela, Inc., Grand Rapids, MI
ISO/TS-16949 (World Automotive Standard):First accredited
and issued first certificate.
QS-9000 and Tooling & Equipment Supplement: USA’s leading
Registrar.
American Association for Laboratory Accreditation in Chemistry,
Mechanical, Electrical, Metrology, Metallurgy
Product Certification for Automotive Aftermarket Parts, IT,
Medical Devices, Machinery, Furniture, Appliances, Lab
Equipment.
CAPA’s Success:
What CAPA has Accomplished
Brought collision repairers into the
part certification process:
• CAPA’s Board is led by one of the
nation’s foremost collision repairers.
• CAPA’s Board and TC include ASA,
SCRS and other industry leaders.
CAPA’s Success:
Industry-Wide Acceptance of CAPA
Repairers and other parties are now stating that
there is a need for a certification program
The ASA, the largest trade association of
repairers in the U.S., has endorsed our model
bill on a federal level which would require the
use of certified parts
CAPA Responds:
GM Report on 10 CAPA Parts
CAPA regularly tests car company parts and we’ve
accumulated significant data on GM parts:
Overall, 65% of 467 GM parts vehicle test
fit
failed to meet CAPA’s fit and appearance
requirements.
GM report implies that all Pontiac Grand
Am hoods are made the same way.
GM report did not indicate if their parts meet
their standards.
CAPA Responds:
GM Report
GM implies that CAPA parts are inferior because
they did not match GM parts or specifications,
yet when CAPA reviewed Pontiac Grand Am
hoods, we found:
55% Variation in No. of Adhesive Patches
105% Variation in Surface Area Covered
129% Variation in Minimum Weld Size
CAPA Responds:
Consumer Reports
CR supports the goals of CAPA.
CR applauds the changes CAPA instituted
CR said CAPA should expand to cover
bumper assemblies.
CAPA Responds:
CAPA’s Independence
UL stands alone only after 19 years of
dependence on the insurance industry. UL
gained this independence because
regulations require UL standards.
CAPA has suggested similar requirements on
a state level and the ASA has proposed
federal certification standards.
CAPA is led by one of the nation’s foremost
consumer advocates, Jack Gillis.
Aftermarket Parts Reform
CAPA has built a strong foundation
There is a tremendous opportunity to embrace
and insist on true quality
Each industry segment needs to make a decision
regarding CAPA and quality aftermarket parts
40
Aftermarket Parts Reform:
Consumers Support Competition
Center for Auto Safety
Consumer Federation of America
Ralph Nader’s Public Citizen
Consumer’s Union
All are on record in support of CAPA, its goals
and/or aftermarket parts
Aftermarket Parts Reform:
Collision Repairers Must
Decide that they want to encourage competition.
Decide to use only quality parts.
Reject poor quality.
Look for the CAPA seal.
Aftermarket Parts Reform:
Distributors Must
Remember that they have the strongest
influence on manufacturers
Decide That Quality Is Really Important
Communicate Decision in Buying Practices
Provide Choice in the Marketplace
Aftermarket Parts Reform:
Insurers Must
Develop mechanism that ensures that policy
holders get the parts specified.
Monitor the use of parts.
Develop educational programs for staff.
Share importance with policy holders.
Promote your efforts.
Financially support independent certification
What Happens Without CAPA?
The Car Companies win in two ways:
1. They can charge whatever they want for parts.
2. As repair costs escalate and more cars are totaled,
consumers are forced back into the market to buy
another car.
In addition:
No incentive for car companies to improve quality.
Lack of choice negatively affects all parties.
When
Quality
Counts
Insist on Genuine
CAPA Parts!!