Automotive News Canada - December 2022 - F8

FIXED OPS JOURNAL
Frederiek Toney, left, with Jack Demmer
Automotive Group General Manager
Matthew Demmer, says " it's incumbent upon
the factory and the dealers and the retailers
to work together " to provide the best
customer service, and that includes
fueling the technician pipeline.
A candid conversation with Frederiek Toney,
the executive who elevated Ford's fi xed ops game
TONEY AWARDS
RICHARD TRUETT
rtruett@crain.com
O
n Dec. 1, Frederiek Toney, 66,
handed the keys for Ford's Service
and Parts operations to
Dave Bozeman, his successor.
In the 13 years Toney was in
charge, few people in the industry did more to
improve the way dealerships handled service
customers' vehicles. From Quick Lane to mobile
service vans to expanding parts availability
for older cars, Toney worked tirelessly to
PAGE 8 DECEMBER 2022
help Ford dealerships fi x customers' cars
quickly and correctly the fi rst time.
Fixed Ops Journal Reporter Richard Truett
talked with Toney at Ford World Headquarters
in Dearborn, Mich., shortly before his retirement
as president of the automaker's
Global Ford Customer Service Division.
During the conversation, Toney refl ected on
his career and speculated on the challenges
and opportunities for service departments on
the brink of the electric vehicle era.
Here are edited excerpts.
Q: So many logical and creative solutions
have been applied to try to solve
the tech shortage. Nothing seems to be
working. Do you see any relief in sight?
A: I have spent a lot of time these last three
years digging into what the solutions are. And
frankly, if you talk to 10 people, you'll get 10
diff erent answers. And that's part of the problem.
Over the years, we were chasing this
solution or that solution , some infl uential
dealer's idea or some general manager's notion.
What I came to realize is there's no silver

Automotive News Canada - December 2022

Table of Contents for the Digital Edition of Automotive News Canada - December 2022

Automotive News Canada - December 2022 - Intro
Automotive News Canada - December 2022 - CT1
Automotive News Canada - December 2022 - CT2
Automotive News Canada - December 2022 - 1
Automotive News Canada - December 2022 - 2
Automotive News Canada - December 2022 - 3
Automotive News Canada - December 2022 - 4
Automotive News Canada - December 2022 - 5
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Automotive News Canada - December 2022 - 9
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Automotive News Canada - December 2022 - I1
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Automotive News Canada - December 2022 - 11
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Automotive News Canada - December 2022 - 35
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Automotive News Canada - December 2022 - 38
Automotive News Canada - December 2022 - S1
Automotive News Canada - December 2022 - S2
Automotive News Canada - December 2022 - S3
Automotive News Canada - December 2022 - S4
Automotive News Canada - December 2022 - S5
Automotive News Canada - December 2022 - S6
Automotive News Canada - December 2022 - S7
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Automotive News Canada - December 2022 - S9
Automotive News Canada - December 2022 - S10
Automotive News Canada - December 2022 - S11
Automotive News Canada - December 2022 - S12
Automotive News Canada - December 2022 - S13
Automotive News Canada - December 2022 - S14
Automotive News Canada - December 2022 - S15
Automotive News Canada - December 2022 - S16
Automotive News Canada - December 2022 - S17
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Automotive News Canada - December 2022 - S19
Automotive News Canada - December 2022 - S20
Automotive News Canada - December 2022 - S21
Automotive News Canada - December 2022 - S22
Automotive News Canada - December 2022 - S23
Automotive News Canada - December 2022 - S24
Automotive News Canada - December 2022 - S25
Automotive News Canada - December 2022 - S26
Automotive News Canada - December 2022 - S27
Automotive News Canada - December 2022 - S28
Automotive News Canada - December 2022 - S29
Automotive News Canada - December 2022 - S30
Automotive News Canada - December 2022 - S31
Automotive News Canada - December 2022 - S32
Automotive News Canada - December 2022 - F1
Automotive News Canada - December 2022 - F2
Automotive News Canada - December 2022 - F3
Automotive News Canada - December 2022 - F4
Automotive News Canada - December 2022 - F5
Automotive News Canada - December 2022 - F6
Automotive News Canada - December 2022 - F7
Automotive News Canada - December 2022 - F8
Automotive News Canada - December 2022 - F9
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Automotive News Canada - December 2022 - F11
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Automotive News Canada - December 2022 - F18
Automotive News Canada - December 2022 - F19
Automotive News Canada - December 2022 - F20
Automotive News Canada - December 2022 - F21
Automotive News Canada - December 2022 - F22
Automotive News Canada - December 2022 - F23
Automotive News Canada - December 2022 - F24
Automotive News Canada - December 2022 - F25
Automotive News Canada - December 2022 - F26
Automotive News Canada - December 2022 - F27
Automotive News Canada - December 2022 - F28
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