PDF - GNFA Mag International

International
Special issue
GNFAMAG Special Issue >> October 2013
Global quality coverage
GNFA supports you in your European
projects thanks to our network
of partners who:
A cross-cultural training
and consulting services:
Maintenance
Spare part and after-sales service
Are experts in the retail motor industry
Sales
Meet your demands for quality
Skills assessment
Have extensive knowledge of local markets
Business auditing
...
Examples of achievements with our Belgian and Dutch partners:
NV400 product launch (Nissan) in France, Belgium and the Netherlands
Used car training roll-out in the 3 countries
Development of a consumerism guide (sales and after-sales) for the 3 countries
Development of a training module on superchargers for Turbo’s Hoet for the 3 countries
EditoRIAL
SUMMARY
Special issue
>> Europe
GNFA International
GNFA’s International Department was created in 2003. In 10 years, we have operated
in more than 40 countries and have acquired a solid experience recognised by a large
number of partners.
6France
7 Switzerland
8 Romania
9 Russia
For this special issue of GNFAMAG, we would like to highlight the expertise of our inter-
>> melanesia
national activity by taking you on a «road trip» around the globe. At each milestone,
we provide.
10New Caledonia
11Fiji, Vanuatu
and Papua New Guinea
Globalization, rapidly evolving technologies and increased competition fuels the need
>> asiA
we have selected projects that represent the wide range of products and services that
operational solutions to create exceptional opportunities for professional and business
12
Japan
12
Singapore
13
Malaysia
growth. Our close affiliation with the entire automotive retail industry provides us with
>> Indian Ocean
the necessary assets and credibility to continually develop ground-breaking solutions
14 Reunion Island
15 M
adagascar
15 M
auritius
for continuous up-skilling. GNFA provides innovative, strategic, organisational and
for our clients.
We strive to provide global and international services dedicated to optimizing our
>> Sub-Saharan Africa
clients’ strategy thus contributing to the improvement of their business performance.
Our talented and resourceful team makes all this possible.
GNFA’s International Department will continue creating value for its clients and expand
its expertise around the globe. We look forward to embarking on this journey with you!
16
16
17
18
19
South Africa
Gabon
Cameroon
Côte d’Ivoire
Senegal
>> north africa
Patrice Martin • GNFA International Department Manager
20 Morocco
21 Tunisia
22 Algeria
GNFAMAG
Bon voyage!
>> Central America
24 Caribbean / Guyana
25 C
osta Rica
26 Dominican Republic
GNFA
41-49 rue de la Garenne 92313 Sèvres Cedex
Tél. 01 41 14 16 18 • Fax : 01 41 14 16 00
Website : http://www.gnfa-auto.fr
Publishing Director : Didier Arnould • Editor : Chantal Manoux • Writer : Amélie
Ferrand • Chantal Manoux • Graphic Design - execution : David Salaün • Florent
Le Bris • With the participation of :Marc Auzière • Marc Cabeza • Johann Cos •
Francis Ducourau •Christian Dumant • Alice Kontos • Patrice Martin • François
Vautherot •Translation : Linguistique Communication Informatique de Lannion
• Printing : Chiffoleau
Copyright : GNFA
Road Book
Our global
experience
Our International Department
Team
From left to right:
Johann Cos • Gérard Camps • François Vautherot • Marc Cabeza • Francis Ducourau • Boris Grechtchenko •
Amanda Forsythe • Lydia Ausserre • Patrice Martin • Romain Guillet • Alice Kontos • Marc Auzière • Christian Dumant
GNFA Subsidiaries
GNFA ATC Group
GNFA Caribbean
GNFA Pacific
7, listvennichnaya alleya
127550 MOSCOU
Tél. : +74 959 777 214
e-mail : [email protected]
450, rue de la Chapelle – BP2390
97188 JARRY
Tél. +590 5 90 25 25 30
Fax : +590 5 90 25 25 37
e-mail : [email protected]
9, rue Papin-Ducos – BP 933
98845 Nouméa cedex
Tél. +687 240 208 - Fax : +687 284 008
Mob : 00 687 76 46 62
e-mail : [email protected]
GNFA Morocco
GNFA Indian Ocean
82 angle boulevard abdelmoumen
et rue Soumia
5e étage – Bureau n°24
20340 CASABLANCA
Tél. + 212 6 61 54 44 61
e-mail : [email protected]
Campus professionnel de l’Océan Indien
65, rue du Père Lafosse
97410 Saint Pierre
Tél. +262 2 62 70 99 50
Mob. +262 6 93 93 66 22
e-mail : [email protected]
GNFA Algeria
Villa Duplex n°39 - Cité les Bananiers
Mohammedia
16000 ALGER
Tél./Fax : +213 21 89 64 08
e-mail : [email protected]
4
GNFA Agencies
GNFA Partners
GICFA Agence GNFA
LMC Agence GNFA
Develor
Nordforse
Centre pilote de formation des
métiers de l’automobile
sis au CPMA
VRIDI ABIDJAN
Tél. +225 50 32 59 48
e-mail : [email protected]
Immeuble Stramica - 2 étage
rue du lac Annecy les Berges du lac
2045 Tunis
Mob : +216 58 432 000
e-mail : [email protected]
Hungary, Czech Republic, Serbia,
Croatia, Poland, Turkey, Bulgaria
Germany
Master Franchise
Viragem
Portugal, Brazil, Angola
e
Educam
Overlap
Belgium
Spain, Mexico, Argentina,
Colombia, Venezuela
Holco
ReMIT
Denmark, Norway, Sweden
Great Britain
IAA
Sewells
Italia
India, Anglophone Africa
Innovam
Australia, China, Indonesia,
Thailand
Netherlands
5
France
Every year, GNFA’s International Department
provides services for our international clients...
even in France!
Training of instructors
Citroën’s Polish subsidiary asked GNFA to upskill the technicians in its network. The language barrier was a slight challenge. GNFA rose
to the occasion by training Polish instructors,
all of whom spoke English and/or French, who
then transferred their skills to the technicians
in Poland’s Citroën network. Ten Polish professors with automotive training from different
educational institutions were evaluated and
chosen to participate in the project. For three
years, with financial support from the Polish
embassy in France, they came to France for ten
days every year to attend a full training programme on engines, electricity, multiplexing
and diagnostics.
Engineer training
Each year in its Noisy-le-Sec training centre,
GNFA trains young engineers from the French
Petrol Institute (IFP) in various automotive
engineering fields. The training programme
complements the IFP curriculum. The Institute
is offering worldwide access to the GNFA training programme attended by its young French
engineers. Twice each year, the centre provides
IFP chemists and engine builders from all over
the world with training modules designed
to perfect their acquired skills. The training
courses are conducted in English.
Foreign delegations
In addition to providing training, GNFA’s International Department organizes corporate
events and hosts foreign delegations. Such
delegations include representatives of foreign
ministries, economic taskforces, company
chairmen and presidents of import groups. Part
of GNFA’s role is to present the French automotive training structure and explain how the
professional branch is organized. The French
model is quite unique and has contributed
and stimulated various discussions with other
countries.
6
These meetings and presentations trigger various projects in foreign countries, such as Senegal or Côte d’Ivoire as was the case recently.
In 2012, GNFA formalised an agreement with
the ministry of professional training in Côte
d’Ivoire to begin evaluating instructors, sharing
knowledge on training structure to the automotive business.
Switzerland
In May 2011, the International Committee of
the Red Cross (ICRC) hired GNFA to implement
a vast project to up-skill its technicians around
the world. In total, 11,340 training hours will be
conducted by September 2014.
The ICRC wants to achieve three main objectives with the GNFA training programme:
• improve vehicle repair quality and reduce
lead time
• have a training plan that adapts to four
skill levels to capitalise on existing skills
•
offer recognition to the technicians by
creating and awarding a «ICRC Fleet Training Academy» certificate
GNFA’s objective is to transmit the key
go the same training sessions deployed
skills that will allow the technicians to be
in four different cities: Moscow (Russia,
independent and effective in the field. The-
GNFA centre), Abidjan (Côte d’Ivoire, GNFA
GNFA has devised a training programme
refore, GNFA will focus on teaching them
centre), Lyon (France, GNFA centre) and
that
specific
good practices thanks to a structured dia-
Khartoum (Sudan, ICRC premises).
constraints as an international organisa-
gnostic and maintenance methodology in
tion. For example, the training modules
order to limit breakdowns.
Distance learning
Versatility
and methodology
integrates
the
ICRC’s
New communication and learning techno-
must be relevant to both lightweight 4x4
Proximity abroad
vehicles and to industrial vehicles. Indeed,
In addition to the pedagogical solution pro-
the Committee uses bulky vehicles that
vided, GNFA offered a logistical solution
require multiple skills. Furthermore, since
in line with the ICRC’s worldwide organi-
there are few technicians at each ICRC site,
sation. How would it be possible to train
they must be able to be flexible and know
more than 200 technicians spread throu-
how to handle any situation. They must
ghout the world, with the same standards
constantly adapt to evolving working envi-
of quality and within a limited period of
In 2012, GNFA evaluated 184 technicians
ronments in times of crises and emergen-
time? By drawing on its network of sub-
with its online evaluation tool, e-profil,
cies.
sidiaries, Master Franchises and partners,
with the goal of establishing a custom-
GNFA trains technicians according to given
made training plan. Of those technicians, 77
geographic areas. This proximity solution
were consequently able to access GNFA’s e-
made it possible to intelligently optimise
learning platform to acquire the knowledge
not only the training plan, but travel ex-
required for classroom training.
logies also played a predominant role in the
training plan we put in place. GNFA designed and developed e-learning modules that
were used prior to training in skills areas
that require little or no attention in the
classroom.
penses as well.
For example, from April to June 2013,
nearly 80 technicians were able to under-
7
Romania
From 2008 to 2012, GNFA provided training in Romania through its subsidiary
pilot group
To help the Dacia and Ford Romania
networks quickly learn proper use of the
GNFA Training.
While all the partners agreed on the legiti-
new software, Snap-on Business Solutions
Evaluation and training for
instructors
macy and the need for this plan, the finan-
asked GNFA Training to provide training for
cial problems experienced by the country
the new software tool, to facilitate commu-
due to the European economic crisis, com-
nication with its clients and to deploy the
bined with political unrest, kept the project
software throughout the country in a very
from attaining these objectives.
short period of time.
an ambitious project: to prepare an instruc-
Sales schools
To complement the programme imple-
tor training plan and redesign the training
GNFA Training has created sales schools
programmes. The objective: to make up for
equivalent to those in France for the Citroën
the discrepancy between the skills that pro-
Romania network. The diploma created is
fessionals in the business expect and those
recognised nationally, and is listed on the
available on the market.
register of Romanian titles and diplomas.
EIn 2008, the Romanian government
sought to improve its training system for
the automotive trades and hired GNFA for
To this end, the subsidiary GNFA Training
was created through a partnership agreement
between the Romanian government, the
ANFA, its Romanian counterpart the APIA,
GNFA Training and the ministry of professional training.
When this substantial project began, four
secondary schools were chosen to form
a pilot group: the schools of Bucharest,
Craiova, Lași and Cluj.
The first phase of the project involved three
8
• Deployment of training courses for the
Two schools opened their doors in quick
succession, one in 2009 and the next in
2010. After 10 months of training, they
reached their targets when a jury made up
of automotive-sector professionals presided over an exam: every student who
took the sales school’s course curriculum
was awarded certification. In 2011, 90%
of those students were still working in the
Citroën Romania network.
steps:
Training courses soar
• Audit of the equipment level of the pilot
In 2011, the Dacia and Ford Romania
establishments and acquisition of the ne-
networks acquired a new business monito-
cessary materials
ring and performance indicator tool deve-
• Evaluation of the level of knowledge of a
loped by Snap-on Business Solutions. This
panel of teachers through GNFA’s online
company develops IT tools and applications
evaluation tool, e-profil, in electricity/
used by carmakers, equipment manufactu-
electronics, suspension systems and en-
rers, resellers, and end users all over the
gine tune-up
world.
mented in 2011 and 2012, GNFA opened
and staffed a hotline for all users of the
tool. The hotline addressed two main objectives: to ensure a proper transition to
the new system and to provide guidance
to users/decision-makers by setting up a
monthly reporting system.
Russia
Located in Moscow, GNFA ATC has been
providing training solutions to automotive
professionals since 2009. Its core business
is to develop turnkey training programmes
designed for universities and secondary
schools.
The development of the Russian subsidiary is unique due to the immensity of the
country. Travelling expenses and time spent
outside of the company currently impede
training in Russia. To remedy this, we have
developed a network of partners consisting
of universities and secondary schools. The
network provides assistance to the partners
in setting up a training offer dedicated to
new automotive technologies. It provides
scale models with booklets containing
hands-on exercises, measurement acquisition software, diagnostic tools, teaching
kits and an improvement course for the
teachers.
This network makes it possible for GNFA
ATC Group to offer several training sites
to all importers, enabling us to meet our
clients’ needs and reduce travel expenses.
When scale models replace
teaching vehicles
concept: technical teaching laboratories
focusing on new technologies, the way they
work, how to inspect them and relevant
diagnostic methods.
This new concept makes it possible to apply
theoretical knowledge to hands-on situations, whilst rationalising investment costs
in major structures (workshops that hold
up to 6 workstations using hands-on applications on lightweight vehicles).
From a pedagogical standpoint, scale models present numerous advantages.
• They can be used for in-depth comprehension of a specific modern system. Learning
mostly applies to the operation and inspection of electronically driven systems.
• Students can take dynamic measurements
of on-board systems in recent vehicles
such as ABS, ESP, regulated air conditioning, electric and hybrid systems and
more.
• Scale models record all the operations,
tasks and inspection steps the student
carries out. They can later analyse all the
operations with the instructor.
From an economic standpoint, developing
teaching laboratories is an effective way to
deal with the difficulties that Russian training organisations have in obtaining sufficient equipment and teaching vehicles.
GNFA and its Russian subsidiary, GNFA
ATC, designed and deployed an innovative
9
New Caledonia
Vocational training
GNFA Pacific’s primary mission is to reinforce
the skills of companies in the automotive
services industry. The solutions implemented
apply to both continuing education for professionals and to certification programmes.
Automotive trades
In 2005, a partnership between GNFA and the
New Caledonia Chamber of Trade and Craft
Industries gave rise to the subsidiary GNFA
Pacific. The subsidiary conducts business in all
three provinces (South, North and Islands) as
well as in Fiji, Vanuatu, Tahiti and Papua New
Guinea. It is now a key player in professional
training throughout the Asia-Pacific region,
offering engineering, after-sales service and
sales training courses along with certification
programmes.
New training centre
When it was created, the subsidiary was
housed on the premises of the Training Centres
for Apprentices in the Chamber of Trade and
Craft Industries. In 2012, GNFA Pacific was restructured to meet a growing need for training
amongst professionals in the automotive and
mining industries. The Ducos industrial park is
now home to the training centre, which takes
up more than 1000 m², 700 m² of which is
workshops. New location, new employees:
three additional people were hired, meaning
that the subsidiary can now train more students and provide service of a higher quality.
Service with
sustainable quality
10
New Caledonia set the objective of continuous
improvement for the professional training
programme. With a firm standing in the quality measures taken by the government, GNFA
Pacific was the first professional training orga-
nisation to be certified, in 2012, for two quality
labels: Quali Form Pro and Pôle d’Excellence
Sectoriel, which recognise both its technical
skills and its ability to innovate.
Quali Form Pro
In mainland France, GNFA has had the OPQF
quality label since 1998. Naturally, GNFA Pacific applied for the «Quali Form Pro» quality
label in 2009.
The main objective of this commitment to
quality and the «Quali Form Pro» quality label
created by New Caledonia with support from
the European Union is to mobilise training
organisations on the topic of quality training.
Pôle d’Excellence Sectoriel
(Sector Excellence Cluster)
This quality label characterises the professional training centre of tomorrow. The goal is to
develop training centres focused on excellence
in teaching and technology. They must also
be specialised in each sector of activity in the
Caledonian economy. In tune with the needs
of their sector and with changes in technology,
they must be centres for engineering and innovation in teaching.
At the request of car importers and to comply
with the strategic goals of New Caledonia’s
Directorate for Professional Continuing Education (DFPC), GNFA Pacific has developed
vocational training programmes. Before doing
so, it worked with the social partners to draw
up outlines for three training programmes, in
order to obtain Professional Qualification Certificates (CQPs) for the trades of Automotive
Electrical and Electronic Technician (TEEA), Advanced Lightweight Vehicle Mechanic (MCVL)
and Automotive Salesperson (VA).
To continue developing skills, a training programme for bodywork and painting is currently being outlined for implementation in 2014.
Mining trades
year for another five years. Building on the
success of this training programme, the subsidiary will begin offering a level-three (secondary school + 2 years) training programme for
mechanical engineers in 2014.
At the same time, the subsidiary will evaluate
the skills of working professionals to offer training plans tailored to their needs.
Since 2009, the Caledonian mining industry
has been undergoing strong economic development. Industry professionals have noted a
strong need for labourers, which has required
the creation of a level-four training course
(secondary school level). Having joined forces
with the Directorate for Professional Continuing Education, the secretariat of the French
employers union (MEDEF), the North and
South Provinces and industry professionals,
GNFA Pacific has created a vocational training
course (leading to qualification) for Maintenance Technicians of Mining Machinery and Civil Engineering Equipment (CQP TMEMMTP).
The first class began in 2011, composed of 12
students. It finished 18 months later with a
100% success rate and a 100% employment
rate for the students. The need for technicians
requires 30 to 40 people to be trained every
Training programmes for
first-time employment
From 2012 to 2017, the New Caledonian government is sponsoring a project called «Key
skills acquisition unit: deconstructing automobiles and recycling buses». GNFA Pacific is
helping to design and deploy the training programme.
Designed for job seekers with no professional
qualifications, it must allow for the acquisition
of essential, multidisciplinary skills for employment, as well as technical skills in automobile
deconstruction. An outline for key skill certification has been drawn up, focusing on four
main themes: communicating, problem solving, upholding work regulations and good citizenship. The training workshop is an especially
useful environment for assimilating and capitalising on these themes, and ultimately for
finding a job. Indeed, repeating technical tasks
in a working environment provides a way to gradually acquire
skills until they are second nature.
The training course is the first step in finding
work in the automotive trades, trades involving waste treatment and recovery, transportation trades (driving and handling), in industry
and even in construction.
In the second half of 2013, nearly 50 people
benefited from this unique programme. After
their training period was over, they all received
counselling, leading to employment or to a
training programme with qualification.
Product launch
In November 2013, GNFA Pacific will
deploy a very innovative trade curriculum with Renault sales advisors from
the Jeandot Group, which has been
operating in New Caledonia since 1988.
Each sales advisors will benefit from a
new, 3.5-day training format combining
selling Captur, mastering face-to-face
customer relations and acquiring leadership skills. Team building sequences
are also planned to develop team cohesion and transform every team member
into an «ambassador» for the Renault
brand.
Fiji, Vanuatu and Papua New Guinea
Training courses for instructors
Since 2011 and into 2014, GNFA Pacific will
train 30 instructors each year from Fiji National University (FNU) in Suva, providing refresher courses in electricity and automotive elec-
tronics. Each instructor will receive three weeks
of training per year. The subsidiary wanted to
take its involvement a step further, and it provided the FNU with two teaching vehicles used
during training.
GNFA staff members provide training programmes for instructors throughout the AsiaPacific region. As a result, the subsidiary has
developed training programmes in Papua New
Guinea, Fiji and Vanuatu.
11
Japan
emerging markets. At the start of 2014, the
car will put on the market in India, Indonesia, Russia and South Africa.
GNFA won an international call for tenders to develop an extensive training programme for sales advisors, managers and
after-sales staff members. The content will
cover brand value, the history of the brand
and job-specific processes.
After a successful prospecting mission organised with the Japanese and Korean head
offices, Nissan Japan identified GNFA as a
quality consulting and training service provider..
Nissan’s low-cost Datsun brand was sold
from the 1930s until 1981.
The launch of the Datsun brand is part of
the company’s strategy to increase sales in
Singapore
Over a period of six months, GNFA implemented a full training plan designed for the
workshop’s technicians. They took improvement courses in electricity / electronics and
in the methodology for resolving malfunctions with Citroën’s diagnostic tools (Proxia
and Lexia). Some of them continued with
a refresher course for their technical skills,
helping them to meet the requirements
for Citroën Expert Technician certification.
Workshop supervisors gained knowledge
and developed the technical, sales and
people skills specific to after-sales service.
In 2002, Citroën hired GNFA to audit,
nisation of the after-sales department. The
At the end of the programme, the Citroën
conduct training, and implement after-
importer also wanted to acquire a team of
importer added two Expert Technicians to
sales and technical diagnostic processes for
Expert Technicians.
its workshop staff and set up a structured
its Singapore importer. An expert instructor
To ensure a successful result, GNFA built a
after-sales department able to provide qua-
was dispatched for the six-month assign-
strategy based on five objectives:
lity technical service and increase turnover
ment.
 Transfer knowledge and know-how
with its newly satisfied customers.
At the time, the Citroën importer in Singapore wanted to up-skill its workshop
employees, with a focus on diagnostics,
new automotive technologies, quality of
12
service, customer satisfaction and the orga-
 Master the use of diagnostic tools
 Implement malfunction identification
procedures
 Satisfy Citroën customers
 Organise the workshop activities
Malaysia
The Malaysian France Institute (MFI) and
GNFA partnered to develop a dynamic
• Implement a one-year training plan for
MFI instructors
The MFI provided training rooms and
workshops equipped to deploy the training
automotive professional training structure
• Develop partnerships with carmakers and
plans. It also drew upon its corporate and
that would be effective and recognised
importers to ensure brand-specific trai-
political ties to facilitate recognition for
by all carmakers and car importers in
ning for their networks
and development of the partnership, and
Southeast Asia.
The three-year partnership began in 2002
•O
rganise vocational training for young
Malay students
with a joint venture addressing the fol-
To reach these goals, GNFA sent its instruc-
lowing objectives:
tors to work full time at the MFI. We also
•C
onduct continuing education curricula
shared our experience and knowledge re-
for automotive sales and repair professio-
garding pedagogical engineering, teaching,
nals in Malaysia
training for instructors, auditing and skills
to identify sources of funding for training
scholarship applications.
The partnership also gave Citroën a chance
to take advantage of GNFA’s and the MFI’s
infrastructure and instructors to create
product training programmes that would
benefit all technicians in Southeast Asia.
assessment.
13
Reunion Island
GNFA’s business activity in the Indian
Ocean is primarily focused providing skills
development solutions and product training
for the automotive importers. This activity is supported by solid partnerships with
professionals from the island’s automotive
industry, especially the SICR (Reunion
Island Syndicate for Imports and Commerce), a strong ally in identifying training
needs and seeing them through. GNFA’s
mission extends to the entire automotive
branch as our trainers are also involved in
initial training for young professionals, jobspecific training for smaller local dealers/
garages, and in larger institutional projects
in the public sector.
(Reunion Island Chamber of Commerce and
Industry), provide courses leading to qualification with several Professional Qualification Certificates (CQP). These vocational
training courses open professional pathways
into several automotive professions: Rental
Operations Agent (AOL), Quick Service
Operator (OSR), Advanced Painter (CP),
Automotive Electrical and Electronic Technician (TEEA), Automotive After-Sales
Expert Technician (TEAVA), Advanced Car
Sales Advisors (VAC).
Creation
of GNFA Indian Ocean
In 2009, the Reunion Island local government built a multi-technical professional training platform in Saint-Pierre: the
«Campus Professionnel de l’Océan Indien».
A modern automotive training centre made
up of several highly equipped workshops
(lightweight vehicles, industrial vehicles,
bodywork, paint) were inaugurated and
made available to GNFA. This opportunity to
have a local agency gave way to the GNFA
Indian Ocean subsidiary, which quickly
became a key player in the automotive
training market.
Vocational training
In Reunion Island, the future of each industry
depends highly on the skills of young individuals. GNFA Indian Ocean, in partnership
with the CMAR (Reunion Island Chamber
of Trade and Craft Industries) and the CCIR
14
of integrating people into the workforce
through employment and training.
Training courses for electric
and hybrid vehicles
As electric and hybrid vehicles have
appeared on the market and evolved, GNFA
Indian Ocean has begun offering different
training modules and certification programmes. Indeed, the technologies and
equipment specific to these new vehicles
require professionals to acquire new skills
in maintenance and diagnostics. The laws
and regulations have also been revised to
include different authorisations that are
now mandatory, depending on the tasks
and repairs to be carried out.
GNFA has trained over 150 people on subjects linked to electric and hybrid vehicles:
certifications for mechanics, technicians
and introductory modules for sales advisors
and staff.
In 2013, as part of the partnership with the
Reunion Island Military Service Regiment
(RSMA-R) mechanics cluster, GNFA Indian
Ocean participated in creating a complementary training course to the Automotive
Maintenance Agent training certification
already in place. The success of this operation
paved the way for other projects to provide
the various sectors in the RSMA-R automotive cluster with complementary training
courses, particularly in bodywork, air
conditioning, electric and hybrid vehicle
maintenance and more, with the objective
Madagascar
automotive sector. The conclusion was an
insufficient pool of skilled individuals and a
need for training in new technologies.
Creating a pilot training centre specialised
in the automotive industry was a possible
solution to foster initial and continuing
GNFA, the Antananarivo Chamber of Commerce (Madagascar) and the GCAM (Madagascar Car Dealerships Group) have been
working in tandem since 2011.
education. The future training centre will be
able to welcome approximately 300 – 400
people each year for initial and continuing
education programmes
In addition to our close collaboration with
the automotive sector on global skills development projects GNFA also works for
Sodiama (Audi-Volkswagen importer/dea-
To give the project a broader scope, the
GNFA, the Antananarivo Chamber of Com-
ler) and Madauto (Renault importer/dea-
«Job Skills Training» programmes may also
merce (Madagascar) and the GCAM (Mada-
ler), providing product and sales training
cater to the transportation and logistics
gascar Car Dealerships Group) have been
solutions as well as technical training for
sector. The project aspires to work closely
working in tandem since 2011.
mechanics and technicians on electricity,
with other professional branches in order
electronics and diagnostics.
GNFA was asked to help identify the skills
to create a diverse technical cluster around
development and training needs in the
multidisciplinary training.
Mauritius
In the continuation of GNFA’s ambitious international development, GNFA is working
with its local partner, Leal Group, to create
a training centre in Mauritius.
15
South Africa
A strategic partnership with Sewells Group
was established several years ago and has
flourished to provide a very diverse offer
to the automotive retail network in South
Africa.
GNFA’s presence in South Africa allows us
to deploy training solutions throughout the
geographic area and offer innovative training methods such as virtual training (elearning, serious games, online evaluation,
etc).
Sewells Group
Global consulting and outsourcing firm
which specialises in the automotive
retail industry. They operate across Australia, Asia-Pacific and Africa.
Management training
GNFA has conducted training courses in
sales, services and spare parts/accessories
for Nissan South Africa.
GNFA was also asked to deploy a management training course for every Service, Sales
and Parts Manager in French-speaking Africa. The 3-day training programme included
one day dedicated to brand value, followed
by 2 days of classroom training. The training content is developed and adjusted to
the specificities of each job description. The
project was completed in October 2013.
Nissan product launches
Nissan Europe and Nissan South Africa also
solicited GNFA to kick off several models:
New Patrol, X-Trail, Navara, Almera, Juke,
Urvan. Overall, nearly 60 salespeople underwent training. The training courses were
then conducted in several countries, including Algeria, Mauritius and South Africa.
Certification for Citroën
expert technicians
From 2004 to 2007, GNFA created and
implemented a certification programme for
expert technicians in the Citroen network.
The five-day programme, conducted yearly, consisted in updating general skills and
knowledge on new technologies and reviewing the brand’s new products. In addition, for newly hired technicians, an elevenday technical programme with refresher
courses for engine, electricity, multiplexing
and diagnostic skills was developed.
Gabon
Since March 2010, GNFA has been providing
improvement courses for more than 75 mechanics from the following companies: Sodim
TP, Toyota Gabon and the Gabonese subsidiary
of the Sogafric Group, Gesparc. The training
plan is the country’s largest-ever undertaking
in the automotive sector and will span three
years, with 60 days of training each year.
16
For technicians who work on lightweight vehicles, the training plan addresses electricity,
electronics, multiplexing (levels 1 and 2), tuning petrol and diesel engines (levels 1 and 2),
air conditioning, braking systems (levels 1 and
2), mechanical and automatic transmission
and diagnostic methodology.
For technicians who work on industrial vehicles and machinery in addition to lightweight
vehicles, the training plan addresses electricity,
electronics (levels 1 and 2), engines (levels 1
and 2), hydraulics (levels 1 and 2) and air conditioning.
Cameroon
In 2012, at the request of the Tractafric
Members of the sales force also received
Group, GNFA supported the Group’s
skill reinforcement training on sales
companies in their sales and mainte-
techniques for the i10 and i20 models, as
nance activities for Hyundai vehicles in
well as for the commercial vehicle range
Africa.
(from H1 to HD72).
Sales training
Technical training courses
Tractafric prioritised the sales training
80 Hyundai maintenance technicians un-
programme for strategic purposes, with
derwent improvement training courses.
nine sales advisors and three sales ma-
The themes chosen by Tractafric were
nagers receiving training.
electricity (level 1), transmission, dia-
The instructor was a GNFA Sales instructor specialised in the Hyundai brand. The
training courses were held in the Douala
training centre and addressed new product launches: ix35, ix55 and Santa Fe.
gnostic methods and use of the diagnostic tool. The training courses, also held in
the Douala centre, were conducted by a
GNFA Technical instructor specialised in
the Hyundai brand.
The programme was complemented by
additional job-specific courses once the
products were launched.
17
Côte d’Ivoire
Since 2012, as part of an agreement called “Formation Compétences Emploi” (Job
Skills Training). GNFA has been participating in a development project to restructure professional training in Côte d’Ivoire.
An important contribution to this project
was the creation of a pilot training centre
for automotive professionals in Abidjan.
Training project
• Define the major focus points for professional training
• Ensure that training corresponds to the
skills required
• Keep workers employed by keeping them
competitive
Structuring and professionalising the automotive sector
• Strengthen the skills of specialised ins-
In July 2012, Côte d’Ivoire’s Ministry of
• Reinforce the capabilities of professional
Technical Teaching and Professional Training (METFP), GICFA and GNFA teamed up
to create a Job Skills Training partnership
designed for automotive service companies.
Côte d’Ivoire is carrying out major reforms
in the field of education and training, with
a specific focus on technical teaching and
professional training. The partnership will
last ten years and explicitly addresses the
reforms as it aims to improve the performance and competiveness of automotive
tructors
training establishments
• Promote hiring of young programme graduates
district. Fully equipped with latest-generation technology, the centre meets the
new requirements for learning centres and
provides citizens with optimal conditions
to acquire professional skills. The centre
is comprised of two workshops for handson activities and two laboratories, one for
electronic and multiplex systems and the
other for mechanical systems.
• Training plan designed to meet the needs
of companies in the automotive industry
• GNFA multi-brand services and training
catalogue
cialised in automotive trades and audit
of establishments with an automotive
In this context, nine priorities have been
department
specific skills
Improvement Centre) in Abidjan’s Vridi
with four central themes:
engineering.
• I mprove the quality of training and job-
premises of the CPMA (Automotive Trade
Training project is based on an action plan
training in sales, services, spare parts and
ture professional branches
In 2012, a pilot centre was set up on the
motive professional training, the Job Skills
• Evaluation and training of instructors spe-
• Help companies in the industry to struc-
Automotive trades
training centre
To complement the various sectors in auto-
service companies through professional
identified:
18
• Identify the objectives of the Job Skills
METFP
Ministry of Technical Training
and Continuing Education
• High level training on new technologies
and diagnostic methods (designed for
young
GICFA
Groupement International pour le
Conseil et la Formation Automobile.
Master franchise du GNFA
New Renault product launches
Logan berline
Logan MCV
In May 2013, GNFA worked with Renault to
deploy the commercial rollouts for its new
products. The mission: a global training programme for 60 sales advisors in 5 countries.
GNFA designed and conducted a training
course for six new Renault vehicles. In Subsaharan Africa, the Renault car models includes
both Renault and Dacia models, all sold under
the Renault brand.
Lodgy
Sandero
Sandero Stepway
Dokker
The 2-day training course focused on three
main themes:
Travelling training course
• a product workshop to discover the brand’s
challenges and sales objectives set for each
vehicle
In order to train the 60 sales advisors throughout the Subsaharan Renault network, GNFA
deployed the course in five countries: Côte
d’Ivoire (Abidjan), Senegal (Dakar), Madagascar (Antananarivo), Gabon (Libreville) and
Cameroon (Douala).
• a sales workshop to tool the sales staff with
selling techniques
• test drives
Senegal
We have partnered with several players in
• SPIDS (Professional Association of Sene-
Each partner will develop initial and conti-
various professional branches to maintain
galese Industries): logistical support for
nuing education for students in its profes-
and develop professional skills in Senegal.
the satellite centre by providing a training
sional branch.
The goal is to create an industry-specific
professional training centre in “Motorised
Mechanics” in Diamniadio (located south of
Dakar) along with a satellite centre in the
Senegal River valley.
We have begun by pooling the respective
skills and resources of each player:
•S
CIMPEX (Senegal Import/Export Merchants Association): provision of equipment and technical facilities (diagnostic
tools, engines, pedagogical vehicles, technical manuals)
room and preferred rates for food service
• AFT-IFTIM (European leader in continuing
and initial education in transport, logistics,
tourism): provision of teaching materials
and equipment (bus, “reformed” truck)
• APRODEMA (Professional Association for
Training and Development in Agricultural
Equipment and Machinery): provision of
teaching materials and equipment (tractor, tractor engine, coupled equipment)
• GNFA: provision of teaching materials
and equipment (scale models, automotive
equipment)
19
Morocco
GNFA has been operating in Morocco since
2009, and today it is recognised as a credible, skilled, reliable player. We are prepa-
In 2010, GNFA signed an agreement with
For over five years, GNFA Morocco has
ring to open an Automobile University to
the AIVAM, the Moroccan Automotive
trained staff members of all the importers
provide vocational training for future sales
Vehicle Importers Association, a symbol of
present in the Moroccan market: Renault,
consultants in automotive retail in Mo-
recognition from the Moroccan automo-
Peugeot, Citroën, Toyota, Mercedes, Opel-
rocco.
tive sector.
Chevrolet, Volkswagen-Audi, Nissan, Suzuki
Creation of GNFA Morocco
In the following months, the government’s
GNFA began working in Morocco in 2008
when we conducted training courses on
spare parts for the Toyota importer.
In the same year, GNFA conducted a market study on professional training needs in
the Moroccan retail motor industry, which
highlighted an important skills shortage
to be addressed. As a result, GNFA seized
this opportunity and created its Moroccan
subsidiary in 2009, with its sales operations
based in Casablanca.
20
Partnership and certification Training for retail networks
recognition of GNFA Morocco as an official
training organisation was a true victory for
industry professionals, who now had access
to funding for training. «This certification
facilitates training. Without it, companies
would have a harder time sending their employees for training, especially since there
are not many qualified training companies
in the automotive sector,» explains François
Vautherot, GNFA Morocco’s development
manager.
and Hyundai. The training courses deployed
cover all areas of activity: commerce, aftersales, maintenance-repairs, bodywork-paint,
management, services and parts, etc.
Since 2012, GNFA Morocco has conducted
product launches for Renault-Dacia: Lodgy,
Sandero, New Clio and Captur.
Sales school
In 2011, GNFA Morocco created a sales
school for the CFAO group, a brand distributor and the leader in retail and services
in Africa and the French overseas territories.
The six-month vocational training programme placed students in the training
centre for one week each month.
The companies in the CFAO network had
recruited young people with permanent
contracts and a renewable, three-month
trial period. After the first trial period, all
the young employees took tests to confirm
whether further training was needed, then
they took a final exam. The sales school
helped 12 young people to find employment in a rapidly growing sector. Nearly
two years later, all of them are still working
at Opel, Chevrolet or Nissan, and one of
them even became the Nissan group’s best
sales advisor.
Automobile University
Currently, a partnership agreement is
being drafted between GNFA Morocco, the
AIVAM, the GPLC (Lorries and Bodywork
Group), the employment agency and the
Ministry of Employment to create an Automotive University. The objective is to create
vocational schools: automobile sales advisors, spare parts sales consultants, receiving clerks, etc.
Development of the used
vehicles market
The Moroccan government’s 2013 finance
law is introducing a tax regulation specific
•C
reate the best environment when trading
in used vehicles
• Ensure processes and programmes from
retail group quality labels are implemented
• Define key performance indicators and
implement actions for deployment
• Increase market shares by professionalising the retail group networks in the used
vehicles business activity
to used vehicle sales. This initiative opens
The objective is to create, within the retail
up great opportunities for growth for im-
groups, optimum conditions for «remar-
porter networks with a market estimated
keting» used vehicles, therefore ensuring
at more than 100,000 used vehicles.
high, lasting profitability for this new acti-
The strategic retail groups are planning to
vity.
structure their networks rapidly in order
A specific agreement has now been for-
to optimise the current market situation.
malised with the AIVAM, and seven impor-
GNFA is aiding the automotive network
ters have requested consulting: Mercedes,
with an action plan built on four main axes
Toyota, Hyundai, Fiat, Mercedes, Mitsubishi
for development:
and BMW.
Tunisia
In order to address a growing need
for training in Tunisia, GNFA recently
created a new local agency in partnership with LMC. The services catered
include training, consulting and coaching, as well as providing financial aid
solutions to optimize our clients’ training budgets.
21
Algeria
The Algerian subsidiary conducts approximately 400 training days per year. The
range of products and services is vast and
includes skills evaluations, technical training and new product launches.
Peugeot Algeria:
«Bodywork» training
programme
For two years (2011–2012), GNFA Algeria
trained the bodywork staff members at the
Peugeot Algeria subsidiary. Specialised curricula were designed specifically to enhance
the skills that the participants need to acquire. The participants attended a series of
training courses devoted exclusively to engineering with as much hands-on practice
as possible. Supervisors received additional
training in management.
Strengthening foundations
and broadening knowledge
The skill development objective that Peugeot
Algeria set for bodywork staff members was
based on several themes:
• optimising workshop profitability
• maintaining hygiene and safety standards
• improving customer relations and the development of managerial skills
At the same time, students learned to use
the IT tools required for the application of
• achieving a solid understanding of new tech-
repair procedures related to the Peugeot «ser-
nologies in automotive bodywork (welding
vice box». They were also able to familiarise
for new types of steel, paintless straightening,
themselves with new tools and several repair
aluminium welding and straightening, etc.)
methods.
Renault Algeria: «Spare Parts Sales Manager»
GNFA Algeria designed and deployed an ele-
practices defined during the training sessions
ven-day training course for the managers of
were being implemented. The goal of this audit
the Spare Parts Stores in the Renault Algeria
is to certify, in the form of a quality label, for
network. The teaching objectives focused on
these structures in five areas: the fundamen-
organising and managing inventory, selling
tals of the sales outlet, the organisation of the
parts, operational management and steering
Spare Parts Store, team management, inven-
the spare parts activity. This training course,
tory and supply management and activity
which ended in September 2012, was followed
steering.
by a complementary 2-day module on sales
At the end of this audit, targeted training
training.
courses will be offered according to the pro-
In the spring of 2013, approximately 60 spare
gress needed and the objectives set by the
parts stores in the Renault Algeria network
importer.
were audited to determine whether the best
22
Confirming skills
Each of the two training curricula finished
with a skill evaluation before the «Top
Peugeot Bodywork Technician» title was
awarded. After each training module, the
students took quizzes to confirm the technical skills acquired and were evaluated at
the end of the programme in the workshop.
Become a Master Franchisee
Your objectives:
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Expand your training offer:
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....
GNFA transfers its know-how via a Master
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Train The Trainer
Delivery of complete training kits
Production of marketing documents
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West Indies / Guyana
In the West Indies / Guyana, GNFA has been
automobile importers in Guadeloupe and
Car Salesperson (VA), Spare Parts and Ac-
working for over 15 years with local players
Martinique to offer a tailored training plan.
cessories Salesperson (VPRA), Automotive
to provide services that will develop and
Progressively, the branch provided the eva-
Electrical and Electronic Technician (TEEA)
draw out the skills of automotive service
luation, product training and certifications
and Quick Service Operator (OSR).
professionals, thereby increasing local em-
required of local importers by carmakers for
ployment.
the engineering, sales, services, spare parts
Our
International
Department
began
conducting business in the Caribbean in the
mid-1990s, as a particularly strong need for
training in Guadeloupe was identified. Our
first step was to create an agency named
Partner Development and Qualification,
caters to small and mid-sized businesses
and provides more than 500 days of training
each year. Most training sessions are improvement modules in automotive engineering
and management.
which became GNFA Caribbean in 2002.
The branch also provides all training related
The goal was to provide proximity services
to applying regulations, particularly those
to automotive service companies, which had
that relate to air conditioning and electrical
previously had to send their employees to
accreditation.
France or to carmakers for training. GNFA’s
first automotive training centre in the West
24
and accessories business activities. GNFA
Vocational training
Indies was opened in Jarry, in Guadeloupe.
In the late 1990s, GNFA developed training
Continuing education for
professionals
for young people, offering Professional Qua-
GNFA started by working closely with the
professions: Automotive Secretary (SMA),
lification Certificates (CQPs). Every year we
train nearly 400 students in the following
Costa Rica
As a leading provider of new automotive
pedagogical, technical and methodological
expectations. For companies in the indus-
technologies, GNFA has dedicated part of
skillsets of the instructors in the INA’s auto-
try, it provides a strategic edge since those
its missions to training instructors for over
motive department.
young professionals improve the compa-
30 years and has developed a successful
Over the course of two years, from 2008
nies’ quality of service.
custom-designed service. Providing instruc-
to 2010, GNFA deployed improvement
Continuing education keeps workers em-
tors with additional training helps increase
modules addressing new automotive tech-
ployable while helping them to develop
the skills level of young students who are in
nologies, diagnostic methods, adjustments
new skills. For companies, it provides a way
turn better prepared when integrating the
and inspection.
to not only maintain and develop business,
Training INA’s instructors achieved the
but also to win over new markets.
professional world.
Costa Rica’s INA (National Apprenticeship
double goal of providing both initial trai-
Institute) asked GNFA to improve its Ini-
ning and continuing education.
tial Professional Training in Automotive
Initial training helps young people to reach
Services. Concretely, we developed the
a level of competency that matches market
The Dominican Republic
GNFA joined forces with INFOTEP, the
nologies and used parts disposal procedures
• Conducting market studies the automo-
Dominican Training Institute, to roll out an
reduce pollution, automobile maintenance
biles in the Dominican Republic as a whole
important training programme designed for
technicians lack the necessary skills to keep
• Evaluating and training 30 INFOTEP ins-
INFOTEP’s instructors and professionals of
pollution under control.
the automotive sector.
Our programme is designed to improve
• Evaluating 145 technicians in the field of
technical skills, at the diagnostic level as
automotive repair, bodywork and after
well as more basic mechanics. We also
sales services
With an increasing number of cars in the
country, the Dominican Republic has been
facing environmental challenges in recent
years. Even though new automotive tech-
tructors
bring technicians up to date on technologies found in modern vehicles. Our project
consisted in :
25