In response to the unanimous request of participants at the Summit last April, we have put in place a plan to develop certification for Quebec car dealers.

The dealers at the Summit had expressed their desire to restore their image as vehicle distributors by adopting a quality framework covering their operations and relations with their customers.

This commitment to establishing a framework of best practice in terms of compliance and ethics will be reflected in the introduction of a certification programme for Quebec dealers from September.

We will be launching this certification programme for our members at the Rencontre au Sommet in Montreal in September. To mark the occasion, we have also invited car manufacturers to join us in the conversation.

A unifying project

In my view, the certification of car dealers in our territory is the most promising project in the history of the CCAQ. Since the April meeting, the first of its kind organised by our association, we can feel the positive effects of our discussions on the perception of our role with consumers.

Several dealers have invited specialist firms to work with them to analyse their processes. What’s more, some of them have entrusted members of their staff with tasks relating to ethics and compliance practices, or have simply hired new resources to carry them out.

Their association is also there to support them in their training needs or to guide them towards experts who can help them with their process improvement initiatives.

The establishment of quality standards leading to certification has been carefully considered in order to keep the process as simple and attractive as possible. Several of our members have already taken steps to review their internal culture. This affects both management methods and social skills, since interaction with consumers is one of the key issues in changing their perception of our role.

A lever for continuous improvement

This certification will also make it possible to establish a ranking of dealers, enabling them to compare themselves and improve in the light of their colleagues’ successes.

We’re in for quite an adventure. Our members have clearly indicated how much they want to invest in continuing to represent relevant companies in vehicle distribution in Quebec.

The certification will be launched this autumn and I have no doubt that a large number of dealers will want to obtain it to enhance their corporate culture. The CCAQ then plans a communications plan aimed at the general public, who will be able to see the efforts our industry is making to better meet their expectations.