Management Methods Evaluation and Continuous Improvement Program

In order to assure compliance with the principles of responsible management and the obligations contained in the Code of Responsible Commercialization throughout its network of establishments, the Société des loteries vidéo du Québec has implemented an ongoing process of evaluation and continuous improvement.

In parallel with scheduled visits by district managers and commercial representatives during which the application of the Code principles and certain specific responsible management criteria (attitude toward responsible management, customer service, cooperating during service calls, availability) are evaluated, the SLVQ uses phantom shoppers to gauge the degree of adherence to the stipulations of the Code. This complementary data allows for the measurement of how the Code of Responsible Commercialization is being applied in the establishments within a context other than scheduled visits and provides for continuous control or retailer operations to ensure that the SLVQ’s directives are being respected.

In the event of a failure to comply with any of the Code’s stipulations, the retailer concerned will be advised and met with so as to establish the corrective actions to be taken. Subsequently, the SLVQ will verify that these actions have indeed been carried out, and if not, or if there are any other failures observed, administrative sanctions could then be considered.