• Audit des systèmes et des process

• Audit des systèmes et des processus de qualité du concessionnaire,

• Réalisation de mesures d'un échantillon d'opérations,

• Obtention des niveaux de qualité objective sur la base de leurs mesures,

• Réalisation d'enquêtes auprès des usagers dans le but de déterminer la qualité perçue.

Results (English) 1:

• Audit of systems and processes of quality of the dealer, • Measurements of a sample of transactions, • Quality levels to obtain objective on the basis of their actions, • User surveys to determine the perceived quality.

Results (English) 2:

• Audit of systems and dealer quality processes • Implementation of measures of a sample of transactions, • Obtaining objective quality levels based on their actions, • Implementation of surveys of users in order to determine perceived quality.

Results (English) 3:

- audit of systems and processes of the concessionaire.- measurements of a sample of transactions.- obtaining quality objective on the basis of their actions.- client surveys to determine the perceived quality.