Providing customers with value-added support programs <strong>is</strong> key at PPG by Dick DeLoach Strongsville, Ohio—PPG, a manufacturer <strong>of</strong> automotive coatings, <strong>is</strong> committed to providing its customers everything <strong>the</strong>y need to succeed, said Randy Cremeans, director <strong>of</strong> marketing, Coll<strong>is</strong>ion Segment, at PPG Automotive Refin<strong>is</strong>h. Cremeans, a third-generation coll<strong>is</strong>ion pr<strong>of</strong>essional who had 14 years <strong>of</strong> sales and marketing experience in <strong>the</strong> coatings industry before joining PPG, said he <strong>is</strong> responsible for leading <strong>the</strong> marketing strategies and initiatives for <strong>the</strong> North American Coll<strong>is</strong>ion segments. “First, our MVP Business Solutions <strong>is</strong> <strong>the</strong> industry’s leading program for helping coll<strong>is</strong>ion centers implement practical, proven methods <strong>of</strong> gaining a competitive advantage through improved quality, reduced cycle time, and lower cost <strong>of</strong> operations,” Cremeans said. PPG also has <strong>the</strong> most comprehensive value-added support program in <strong>the</strong> industry, Cremeans said, and has been in a leadership position with its “Lean for Coll<strong>is</strong>ion” programs since 2005. DP48LV, a white 2.1 VOC Epoxy Primer, <strong>is</strong> among <strong>the</strong> new products introduced in 2011. “We had more than 2,100 attendees at our popular, comprehensive, four-day ‘Green Belt’ class,” Cremeans said. “More importantly, we are getting results with many <strong>of</strong> our good customers enjoying a [lower] cycle-time performance advantage in <strong>the</strong>ir market.” He said PPG <strong>is</strong> recognized by shops, insurance companies, and many in <strong>the</strong> industry, as having <strong>the</strong> experience necessary to not just talk about lean, but teach, consult, and do whatever it takes to help its shops implement process changes that are required to improve performance. “Program rev<strong>is</strong>ions implemented in 2011 Randy Cremeans, director <strong>of</strong> marketing <strong>of</strong> <strong>the</strong> Coll<strong>is</strong>ion Segment for PPG Automotive Refin<strong>is</strong>h, poses with one <strong>of</strong> <strong>the</strong> custom-painted vehicles in PPG’s booth at <strong>the</strong> 2011 SEMA Show. include <strong>the</strong> introduction <strong>of</strong> a one-day ‘White Belt’ training class for estimators and technicians meant to support <strong>the</strong> learning process in shops that have had a portion <strong>of</strong> <strong>the</strong>ir teams graduating Green Belt,” Cremeans said. “Th<strong>is</strong> class <strong>is</strong> done on-site and <strong>is</strong> meant to broaden <strong>the</strong> awareness within organizations.” In 2011, PPG completely rev<strong>is</strong>ed its MVP Business Solutions website, Cremeans said, to make it more userfriendly for customers and jobbers. “We want our customers to have a better understanding <strong>of</strong> our portfolio <strong>of</strong> programs,” he said. “Since our programs are so comprehensive, it <strong>is</strong> important for our users to have an easy way to match our <strong>of</strong>ferings to <strong>the</strong>ir needs.” Cremeans said <strong>the</strong> more popular programs include 13 one- and two-day business development classes on shop fundamentals, from estimating to leadership to marketing and more. “The layout and design services program for new shops, or shops wanting to make significant changes to processes and shop layout, <strong>is</strong> also popular,” he said. “PPG has also blended its design expert<strong>is</strong>e with lean processes so we are fully capable <strong>of</strong> supporting any shop regardless <strong>of</strong> whe<strong>the</strong>r <strong>the</strong>y are from traditional to lean layouts.” Two performance-driven conferences are held annually at venues around <strong>the</strong> country to fur<strong>the</strong>r support PPG customers, Cremeans said. “We mix keynote speakers, training seminars, and facilitate peer-to-peer d<strong>is</strong>cussions which are designed to support shops in <strong>the</strong> ongoing improvement process.” PPG also <strong>of</strong>fers consulting services, ranging from fundamental benchmarking services to lean consulting, which are designed specifically around unique customer needs, Cremeans said. PPG also ensures that its sales staff <strong>is</strong> up to date on products associated with its systems. “Although we have many products within product lines, our lines are constantly evolving with new technologies,” he said. “We have to keep moving and don’t dwell on older products even though we are still selling <strong>the</strong>m.” “We mix keynote speakers, training seminars, and facilitate peer-to-peer d<strong>is</strong>cussions, which are designed to support shops in <strong>the</strong> ongoing improvement process.” PPG also has developed a new, in-house, sales skill development program for its sales people with an outside instructor. The program will roll out in early 2012, Cremeans said. “Th<strong>is</strong> instructor has worked with us for two years to allow him to clearly understand our business. Having someone like th<strong>is</strong> will give our people The Aquabase Plus advanced secondgeneration waterborne base coat continues to be popular, says Randy Cremeans, director <strong>of</strong> marketing <strong>of</strong> <strong>the</strong> Coll<strong>is</strong>ion Segment for PPG Automotive Refin<strong>is</strong>h. more confidence because <strong>the</strong> sales training <strong>is</strong> related to our business.” PPG also has 16 training centers strategically located across <strong>the</strong> country. “We also use our d<strong>is</strong>tributor centers, local cooperative vocational schools, and even hold training seminars in a shop if <strong>the</strong> shop <strong>is</strong> sizeable and we have <strong>the</strong> manpower,” he said. PPG also <strong>of</strong>fers solvent and waterborne systems application certification for all <strong>of</strong> its premium brands and a limited number <strong>of</strong> short videos for specific topics such as primer/sealer application. “Our goal <strong>is</strong> to have more <strong>of</strong> <strong>the</strong>se,” he said. In addition to ex<strong>is</strong>ting product lines that are selling well, including Envirobase High Performance, Aquabase Plus, and Deltron, Cremeans said PPG added 165 new products in 2011. “We introduced DP48LV, a white 2.1 VOC Epoxy primer; VMW5556 Vibrance, a waterborne midcoat for custom fin<strong>is</strong>hing; DC2000 and EC800 Ultra velocity clearcoats; and we rolled out our new waterborne clear coats ECW8186 and P910-5510 earlier th<strong>is</strong> year.” To support shops using its waterborne products, Cremeans said PPG <strong>of</strong>fers complete systems and accessories, including its PaintManagement computer system and s<strong>of</strong>tware that makes mixing simple and foolpro<strong>of</strong>, mixing cabinets to house toners, toner dosers, and air blowers to dry basecoat. “We also have sticks, strainers, and cups dedicated to waterborne, and work with outside contractors for more elaborate equipment.” “PPG and its employees are totally dedicated to th<strong>is</strong> industry,” Cremeans said. “Our goal <strong>is</strong> to provide products and programs for our d<strong>is</strong>tributors and customers to ensure we do our <strong>part</strong> to preserve it.” n EC800 Envirobase High Performance Ultra Fast 2.1 joined <strong>the</strong> waterborne clearcoat family in 2011. Page C-2 February 2012 <strong>Parts</strong> & <strong>People</strong> www.<strong>part</strong>sandpeople.com
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