Why this program ?

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This program aim to enhance the business relations' quality, and this, at every step of the customer service and since the first client's contact with the certified business.

The population is more and more concerned about the goods and services that it consumed, and the bus transport industry wishes to answer efficiently to this expectation. There is no doubt that the travelers have higher and higher expectations towards the carrier with whom they are doing business with both in its reliability level, quality of its customer service, as well as the safety of its vehicles.

Actually, a new philosophy animates
the bus transport industry sphere.
We must from now on guarantee
this level of service.

Nothing more is let to hit or miss, and therefore safety, competence, quality and reliability are not taken for granted. In this, representative of the constituency have putted in place procedures, rules and standards to make sure that each of these aspects be guaranteed.

Who had the initiative ?

In this context of consumers expectations' evolution and to answer their needs and concerns Québec Bus Owners Association (QBOA) has mandated the Bureau de normalisation du Québec (BNQ) to elaborate this new Certification Program unique in North America. This program has been elaborated with the participation of the ministère des Transports du Québec, Tourisme Québec, bus transport businesses, and their customers.

Which type of business will be able to obtain such a certification?

This program aim private bus transport businesses of Québec that offer the or these following passengers transport services; chartered, airport, intercity, shuttle, tourism and urban transport.

These businesses adhere to it on a voluntary basis.

	What is that Certification Program ?
	The service standard related to bus transport called Bus Transport Private Businesses Certification Program will allow describing the full performance of the services.	We will find a detailed description of the whole, human, material, organizational resources needed to be implemented in order to guarantee the quality of the services provided. Under the supervision and the responsibility of a Bureau de normalisation du Québec (BNQ) representative, each of the steps have been meticulously analyzed by a task force made of 17 participants representing proportionally customers, carriers, and concerned governmental organizations.

		As a logical consequence of the prescribed measures instauration in the normative document, the business' certification to the Certification Program is the objective verification, by an independent third party, that the business meets all the required expectations.
		The Bureau de normalisation du Québec certified by the Standards Council of Canada is the responsible organization of business certification.

Why doing business with a certified company ?

Because certification represents an objective tool for customers to ensure that he makes business with a professional business offering quality services guaranteed by the implementation of a severe process.

Because the certified business guarantee the quality in five of its activity sectors for instance:

• Its customer service
• Its bus classification
• Its staff's training related to the customers
• Its performance of the service during the transport
• Its respect of the environment

Because a certified business applies severely all the regulations related to passengers' safety.

Simply, to have peace of mind, because a customer dealing with a certified business is ensured by the latter.

Because, provided with an objective quality measure tool, in consideration of its Canadian and American competitors, Québec bus transport industry offers an added value to customers of all sources.