Ontario dealer earns ISO 9002

After almost two years of preparation, Tallman's Kemptville Truck Centre Ltd. and Tallman Idealease Ltd., including the company's branch locations in Brockville, Cornwall, Kingston, and Ottawa, have earned the prestigious ISO 9002 certification. They are one of the first truck dealerships in North America to achieve this recognition, which covers the Ontario dealership's truck sales, leasing and rental,

After almost two years of preparation, Tallman's Kemptville Truck Centre Ltd. and Tallman Idealease Ltd., including the company's branch locations in Brockville, Cornwall, Kingston, and Ottawa, have earned the prestigious ISO 9002 certification. They are one of the first truck dealerships in North America to achieve this recognition, which covers the Ontario dealership's truck sales, leasing and rental, parts sales, service sales, and truck body/paint shop.

ISO 9000 is a series of five standards that are intended to help product- and service-oriented organizations achieve standards of quality that are recognized and respected throughout the world. The ISO 9002 standard applies specifically to organizations that produce, install, and service products.

"The ISO 9002 certification allows companies to do business together, even if they have not worked together before, with a much higher degree of confidence," says Gerald Tallman, dealer principal. "Working with an ISO-certified firm allows you to make certain assumptions about quality, consistency, and service that are increasingly important. Many of our customers, like CP Rail or Ontario Hydroelectric, for example, are ISO-certified themselves and are now requiring their people to work only with ISO-certified organizations.

"We want customers at each of our five locations to know that they can expect outstanding products and service every day, every time they have contact with us," he adds.

"Now we have a system in place to remove any guesswork and inconsistency. There are written instructions for how every job is to be done."

Tallman and his 235 employees spent almost two years establishing the quality assurance system teams and policies that would formalize and standardize their commitment to customer service. According to Tallman, the initiative included the appointment of a full-time manager to oversee the lengthy ISO certification process.

All the effort was well worth it, however, Tallman notes. "Our customers appreciate the fact that they can bring a truck in for service, for example, and know for certain that we will follow the established procedures as a matter of routine."

Navistar International is also justifiably proud of the achievement of its Ontario dealer. "With dealers like Tallman, International is setting a new standard of leadership that enhances our ability to provide a quick, easy, and hassle-free dealership experience, which helps enrich our customers' businesses," observes Steve Keate, president, Truck Group, International.

Tallman, however, does not intend to rest on his ISO laurels. He plans to re-certify the Kemptville Truck Centre and its divisions every three years, as he continues to enhance the dealership's customer-responsive quality management systems

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