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mars/march

2012

LE MAGAZINE DAFNOR CERTIFICATION


AFNOR CERTIFICATION MAGAZINE

16

ction
&
performance

P.11 Environnement

LISO 14001 en claireur


des nouvelles tendances
Environment:
ISO 14001 lights the way
for new trends

P.05
Iris : un train
davance pour Axion
Axion gets on track
with Iris

P.06
LISO 9001
selon Edenred
ISO 9001 according
to Edenred

P.17
NF VALIDATION
pour les kits
danalyse
NF VALIDATION for test kits

AFNOR Certification actus/

Responsabilit socitale : une valuation


AFAQ 26000 pour les collectivits

Thals rfrence
AFNOR Certification
pour ses certifications
systmes

Aprs la publication de la norme ISO 26000,


AFAQ 26000 avait remplac AFAQ 1000NR,
le modle dvaluation de la responsabilit
socitale destin aux entreprises. Aujourdhui,
AFAQ 1000NR Territoires volue son tour
et devient AFAQ 26000 Collectivits.
Les fondamentaux changent peu, mais senrichissent des notions portes par lISO 26000
et sadaptent son vocabulaire , explique
Stphane Gerbaud, chef de produit chez
AFNOR Certification. AFAQ 26000 Collectivits
tire sa force de son adaptation au cadre qui rgit
le dveloppement durable dans les territoires,
les Agendas 21 locaux. AFAQ 26000 Collectivits constitue ainsi un outil concret de lvaluation des projets territoriaux de dveloppement
durable, et peut servir de point de dpart
la rdaction dun rapport de dveloppement
durable, obligatoire pour les collectivits de
plus de 50 000 habitants. Deux collectivits
testent dj le modle qui sera lanc fin avril.

Leader mondial des systmes


dinformation critiques sur
les marchs de la dfense, de
la scurit, de larospatial et du
transport, le groupe Thals vient
de rfrencer AFNOR Certification
pour mener des audits de
certification sur ses systmes de
management. AFNOR Certification a t retenue au terme dune
consultation mondiale pour couvrir
les systmes QSE, EN 9100,
AQAP, Iris, ISO 20000-1 et
27 001 prsents dans les diffrents sites du groupe, ainsi
que les dmarches combines
intgrant des valuations CMMI.
Ce contrat de 4 ans couvre
lensemble des entits juridiques
franaises de Thals, soit la
moiti des effectifs du groupe,
et sera partag avec un autre
oprateur. AFNOR Certification
est officiellement reconnue
en tant que partenaire du SEI
(software engineering institute)
pour raliser des valuations
CMMI.

Social responsibility: an AFAQ 26000


assessment for local authorities
Following the publication of the ISO 26000
standard, AFAQ 26000 replaced AFAQ 1000NR,
the corporate social responsibility assessment
framework. Today, AFAQ 1000NR Territories
evolves as well to become AFAQ 26000 Local
authorities (AFAQ 26000 Collectivits in French).
Basics seldom change in this new model, theyve
only been enriched with concepts conveyed by
ISO 26000 and adapted to its vocabulary, explains
Stphane Gerbaud, product manager at AFNOR
Certification. AFAQ 26000 Collectivits draws
strength from its adjustment to the framework
that governs the implementation of sustainable
development in public entities, Agenda 21. In
this context, AFAQ 26000 constitutes a concrete
assessment solution for sustainable development
territorial projects. It can also serve as the starting
point for a sustainable development report,
a mandatory document for local authorities
counting over 50,000 inhabitants. Two local
authorities are currently testing this new model,
which should be launched in late April.

Certification ambassadeur
AFNOR
du tourisme responsable pour Earthcheck
Earthcheck, le label de certification le plus
utilis au monde dans le domaine du tourisme
responsable avec 1 200 certifis dans 65 pays,
vient de choisir AFNOR Certification pour certifier
ses clients europens. Parmi eux, Evian Resort
et son htel Ermitage, mais aussi le groupe Accor
qui vise la certification de lensemble de sa
chane Novotel dici fin 2012. AFNOR Certification ralisera les audits de leurs 300 tablissements rpartis en Europe. Jusquici, Earthcheck
sous-traitait ses audits AFNOR Certification.
Le nouveau partenariat permet dajouter le
label la palette doutils que nous proposons
aux acteurs du tourisme, explique Sandra di
Giovanni, chef de produit AFNOR Certification
et chef de march Tourisme. Reconnu dans
le monde entier, Earthcheck sadapte tous
les acteurs du tourisme et value un tourisme
vraiment responsable.

AFNOR Certification, ambassador of


responsible tourism for Earthcheck
Earthcheck, the most widely used certification
label in the world regarding sustainable tourism
with 1,200 holders in over 65 countries, just
partnered with AFNOR Certification to deliver
certificates to its European clients. Amongst
them stand Evian Resorts hotel Ermitage and
the ACCOR group, which aims to have the whole
Novotel chain certified by the end of 2012.
AFNOR Certification will conduct audits in their
300 premises spread throughout Europe. Until
now, Earthcheck subcontracted audits to AFNOR
Certification. This new partnership enables us
to add the label to the range of solutions we
offer our clients in the tourism industry, states
Sandra di Giovanni, product manager and head
of the Tourism market for AFNOR Certification.
Earthcheck benefits from a worldwide recognition,
fits every actor of the tourism industry, and
assesses a truly sustainable tourism.

p.02
action&performance16

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

Thals references
AFNOR Certification
for its system
certificates
The Thals group, a world leader
in mission-critical information
systems for defence and security,
aerospace and transportation,
just referenced AFNOR Certification to conduct management
systems certification-audits.
After a worldwide consultation,
AFNOR Certification has been
selected to provide audits for
the QSE, EN 9100, AQAP, Iris,
ISO 20000-1 and ISO 27 001
in the various sites of the group,
as well as oversee combined
approaches integrating CMMI
assessments. This 4-year contract
covers all the French-law entities,
ie half the groups workforce,
and will be shared with another
certification body. AFNOR Certification is an official partner of
the Software Engineering
Institute (SEI) to conduct CMMI
assessments.

.16

rencontre/ a meeting
with.../

mars/march 2012

SFR

SFR se connecte aux


dfis de lco-conception

Certifications\ labels\
ISO 14001
ISO 9001
Label Diversit
ISO 14001
ISO 9001
Label Diversit

>>> Rduction des consommations dnergie, gestion des dchets dquipements


lectroniques, intgration paysagre des nouvelles antennes relais Autant denjeux
que le groupe SFR gre par le biais de son systme de management environnemental ISO 14001. Lentreprise a franchi un nouveau cap en utilisant cette dmarche
structurante pour co-concevoir sa nouvelle box.

4
questions

SFR

...

Caroline LE GOFF
responsable
environnement /
Environment manager

SFR connects up to the challenges


of eco-design
1

Initie en 2006, la dmarche


de certification ISO 14001
de SFR na cess de progresser.
O en est-elle aujourdhui ?

Caroline Le Goff (CLG) : En 2006,


la dmarche tait engage sur trois sites
pilotes. En 2008, lensemble du rseau
tlcom mobile tait certifi, ainsi que les
principaux sites tertiaires. En 2010, une
nouvelle tape a t franchie : suite au rachat
par SFR de Neuf-Cegetel, la dmarche
environnementale sest largie deux datacenters du rseau tlcom fixe et sur les
activits de lIle de la Runion. Et fin 2011,
la certification a pour la premire fois intgr
le processus dco-conception de la Neuf
Box Evolution. Une premire ! Cest un
vritable changement dchelle : alors que la
dmarche ISO 14001 concernait auparavant
une activit ou un site, le systme de
management environnemental porte l sur
lensemble du processus de conception du
produit. SFR peut se prvaloir dtre le seul
oprateur franais avoir un tel primtre
dactivits certifi. Ce chantier, anim par
la direction sant et environnement, mobilise
trs concrtement plus de cent personnes
au-del de la sensibilisation rgulire de
lensemble des collaborateurs.

Lower energy consumption, electronic


equipment waste management,
landscaping of new relay antennae
The SFR Group uses its ISO 14001
Environmental Management System
to deal with all these challenges.
The company has moved on to a new
level by using this structuring procedure
to eco-design its new box.
SFR introduced its ISO 14001 certification
procedure in 2006 and has been moving
forward ever since. Where are you today?
Caroline Le Goff (CLG): The procedure
was introduced on three pilot sites in 2006.
In 2008, the entire mobile telecom network
was certified, along with the main tertiary
sites. In 2010 we move on to the next stage:
following SFRs acquisition of Neuf-Cegetel,
the environmental procedure was widened
to include two landline telecom network data
centres and activities on Reunion Island. For
the first time, at the end of 2011, certification
included the eco-design process for the Neuf
Box Evolution! This was a real change of

p.03
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

.16

SFR

mars/march 2012

/ SUITE / FOLLOWING /

SFR connects up to the challenges of eco-design

Carte SIM base de


composants vgtaux
100 % naturels.
The SIM card made
with 100% natural
plant components.
SF
R

Repres
Dtenu par le groupe
Vivendi, SFR est
le deuxime oprateur
de tlcommunications
en France.
Effectif : environ
10 000 collaborateurs.
CA 2010 : 12,6 milliards
deuros.
Clients mobiles :
21 millions.
Clients entreprises :
150 000.
Internet haut dbit :
4,9 millions de foyers
abonns.
Mobiles collects
pour recyclage en 2010 :
plus de 350 000.
Markers
Owned by the Vivendi Group,
SFR is the second biggest
telecommunications
operator in France.
Employee numbers:
approximately
10,000 employees.
Earnings 2010:
12.6 billion euros.
Mobile customers:
21 million.
Company customers:
150,000.
Broadband Internet:
4.9 million home
subscribers.
Mobiles collected
for recycling in 2010:
over 350,000.

Les impacts environnementaux


de la nouvelle box SFR ont t
rduits de 30 50 %.
The environmental impacts
of SFRs new box have been
reduced by 30 to 50%.

Comment cette nouvelle tape


a-t-elle t aborde ?

CLG : Une analyse de cycle de vie de la


box ancienne gnration a t ralise ds
2008 pour en tirer un profil environnemental.
Celui-ci a mis en vidence les axes sur
lesquels les impacts pouvaient tre rduits :
la consommation dnergie, la taille du
circuit imprim et le nombre de composants
lectroniques. Ces critres ont t intgrs
dans le cahier des charges transmis aux
constructeurs lors de lappel doffres concernant la nouvelle box. Une fois le produit
finalis, une analyse de cycle de vie comparative a dmontr lampleur des progrs :
70 % dlments recyclables, 30 % de
consommations dnergies en moins,
une taille rduite de 40 % Les principaux
impacts environnementaux ont ainsi t
rduits de 30 50 % par rapport la prcdente gnration de box !

Lco-conception sera-t-elle
gnralise dautres produits ?

CLG : Oui ! Lco-conception des produits


et services est un axe majeur de la politique
environnementale de SFR. Ainsi, aprs avoir
lanc en 2009 ses EcoSIM des cartes
SIM co-conues de la taille dune demicarte classique SFR va plus loin en proposant une carte SIM dont le corps de carte
est constitu uniquement de composants
vgtaux, 100 % naturels. Cette innovation
permet une rduction de lempreinte
environnementale. SFR participe galement
lexprimentation de laffichage environnemental auprs du ministre de lEnvironnement : tous les tlphones mobiles en
espace SFR sont dornavant tiquets
selon leur performance environnementale.

Avec six ans de recul,


quelle est la valeur ajoute
de la dmarche ISO 14001 ?

CLG : Le systme ISO 14001 permet de


tout intgrer dans une stratgie cohrente.
Il constitue la colonne vertbrale de notre
politique environnementale et permet de
rattacher tous les sujets et nouveaux dfis
notre systme de management, comme
celui de lco-conception.

p.04
action&performance16

SFR

SFR se connecte aux


dfis de lco-conception

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

scale, whereas the ISO 14001 procedure had


previously concerned an activity or a site, the
environmental management system covers all
the product design processes. SFR can boast
that it is the only French operator to have such
a range of certified activities. The project is
led by the Health and Environment Department
and, in practical terms, involves over a hundred
people, in addition to all the work we do regularly
to raise awareness among our employees.
How did you begin this new stage?
CLG: We carried out a life cycle analysis on
the older generation box in 2008 to gain an
environmental profile, which pointed to areas
in which impacts could be reduced: energy
consumption, the size of the printed circuit
and the number of electronic components.
These were incorporated into the specifications
sent out to the manufacturers as part of the
invitation to tender for the new box. Once the
product was finalised, a comparative life cycle
analysis showed how much progress we had
made: 70% recyclable components, 30% less
energy consumption, a 40% reduction in size
The key environmental impacts were thus
30 to 50% lower than for the previous box
generation!
Will eco-design be widened to other products?
CLG: Yes! The eco-design of products and
services is a key aspect of SFRs environmental
policy. For example, having launched its
EcoSIM in 2009 eco-designed SIM cards
half the size of a standard card SFR is set
to go further by offering a SIM card in which
the card body is made up of 100% natural
plant components. This innovation reduces
our environmental footprint. SFR is also taking
part in environmental display experiments
with the Ministry of the Environment: all mobile
telephones in SFR stores are now labelled
according to their environmental performance.
Looking back over the last 6 years,
what is the added value of the ISO 14001
procedure?
CLG: The ISO 14001 system allows us to
incorporate everything into a coherent strategy.
It forms the backbone of our environmental
policy, to which we attach all the issues and
new challenges involved in our management
system, such as eco-design.

rencontre/ a meeting
with.../
Certifications\ labels\

Axion Technologies

ISO 9001
Iris

Lentreprise qubcoise spcialiste des systmes


intgrs de communication dans les transports a
mis sur la certification Iris pour matriser sa
performance. Axion Technologies devient ainsi lune
des premires entreprises titulaires de ce rfrentiel
en Amrique du Nord et devance les exigences de
ses clients. Un gain de temps et defficacit selon
Carl Cassista, prsident de lentreprise et Lisa Lavoie,
sa responsable qualit.
Quel dclic a dcid Axion sengager dans une
dmarche de certification Iris (international railway
industry standard) ?
Carl Cassista (CC) : Dans le domaine des transports, les
quipementiers doivent rpondre aux commandes de grands
donneurs dordres comme Alstom Transport ou Bombardier,
et se conformer leurs niveaux dexigence trs levs en
terme de qualit. Chacun dentre eux ayant des attentes
spcifiques, Axion pouvait tre soumis chaque anne
plusieurs audits clients diffrents. Cela venait bien
videmment compliquer nos mthodologies de travail.
La norme Iris permet prcisment de contourner cette
difficult puisquelle intgre lensemble des spcificits
attendues par les donneurs dordres de lindustrie ferroviaire dans le monde.
Axion tait dj certifi ISO 9001. Quelle valeur ajoute
reprsente la certification Iris, aussi bien en interne
quen direction de vos clients et fournisseurs ?
CC : Jai toujours t persuad du bien-fond des exigences de lISO 9001, qui prennisent les bonnes pratiques
lintrieur de lorganisation. Iris tend et systmatise
cette assurance aux processus spcifiques au secteur
ferroviaire. La certification nous a notamment amen
intgrer un contrle plus rigoureux de nos processus financiers, revoir notre procdure de gestion de projet, retravailler la qualification de nos quipes de production et
amliorer les revues de direction. Et en externe, le rfrentiel renforce la confiance de nos donneurs dordres et
notre reconnaissance internationale.
Lisa Lavoie (LL) : Iris permet aussi un suivi plus troit de
nos fournisseurs. Lensemble des attentes dAxion a t
regroup dans une charte qualit envoye tous les soustraitants. Ce document renforce notre image de rigueur et
sensibilise nos fournisseurs la norme.
Pourquoi avoir opt pour une certification Iris
maintenant ?
CC : Axion attendait que le march des organismes certificateurs mrisse en Amrique du Nord. Il tait important
pour nous de pouvoir tre accompagns en franais. Ds
que cela a t possible, la dmarche a t engage, ce qui
fait dAxion lune des premires entreprises certifie Iris
dans cette partie du monde.
LL : ce titre, nous avons particulirement apprci la
prcision et la clart des documents dinformation fournis
par AFNOR Certification, qui a accompagn lentreprise
pas pas. Nous nous sommes sentis bien encadrs depuis
la visite dvaluation Iris jusqu laudit de certification,
ce qui nous a permis de nous inscrire dans une seule et
mme cole de pense.

Axion Technologies gets on


track with Iris
Axion Technologies, specialised in integrated
communication systems for transport, has recently
bet on the Iris standard to control its performance.
The Quebec-based company thus becomes one of
the first holders of this certificate in North America
and anticipates its clients requirements. According
to Carl Cassista, chairman of the company and Lisa
Lavoie, its quality manager, Iris helped gain time and
efficiency.
What triggered Axion Technology into engaging
an Iris (International Railway Industry Standard)
certification approach?
Carl Cassista (CC): In the field of transport, equipment
manufacturers have to honour orders from principals
such as Alstom Transport or Bombardier, and to comply
with their extremely high level of quality requirements.
Each of them having specific expectations, Axion used to
be submitted to several client-audits a year, which of
course complicated our work methods. The Iris standard
precisely enables us to get round this difficulty since it
integrates all of the specifics expected by railway industry
principals around the world.
Axion already holds an ISO 9001 certificate. What kind
of added value does the Iris certification represent
internally but also with respect to clients and suppliers?
CC: Ive always believed in the validity of ISO 9001s
requirements, which serve to strengthen best practices inside
the organisation. Iris widens the scope and systematizes
this assurance to processes that are specific to the railway
sector. Certification notably led us to integrate a more
thorough control of our financial processes, to rework our
project management procedure, to go over the qualification
of production teams again and to improve management
reviews. Outside the company, the framework reinforces
the confidence of our principals and strengthens our
international recognition.
Lisa Lavoie (LL): Iris also enables a closer follow-up on our
suppliers. Axions every expectation has been written in a
Quality Charter, which was sent to all of our subcontractors.
This document consolidates our rigorous image and
increases our suppliers awareness of the standard.
Why did you choose to get certified now?
CC: Axion was waiting for the market of certification
bodies to mature in North America. It was very important for
us to be able to be coached in French. As soon as it became
possible, we initiated the approach, which makes Axion one
of the first companies holding an Iris certificate in this
part of the world.
LL: Besides that, we were particularly sensitive to the
precision and clarity of all the information documents
supplied by AFNOR Certification, who attended to the
company every step of the way. We felt supported from the
Iris assessment visit up until the certification audit, all of
which guaranteed subscribing to one and only school of
thought.

Axion Technologies

Avec Iris, Axion Technologies


prend un train davance

AFNOR Certification a accompagn


Axion pas pas.
AFNOR Certification attended to
the company every step of the way.

Repres
1974 : Cration de lentreprise
sous le nom de Pocatec.
1980 : Pocatec se spcialise
dans les systmes innovants
de sonorisation pour les transports
en commun.
Dbut 2000 : Pocatec devient
Axion Technologies.
Effectifs : 220 employs.
Implantations : Deux sites au
Qubec, une usine de fabrication
aux tats-Unis, et un bureau
daffaires au Danemark.
Marchs : 50 % des ventes
ralises en Amrique du Nord,
50 % en Europe de lOuest.
Axion consacre environ 25 %
de son chiffre daffaires la R&D.
Markers
1974: The company is born as Pocatec.
1980: Pocatec specialises in
innovative public-adress systems
designed for public-transport.
Early 2000: Pocatec becomes
Axion Technologies.
People: 220 employees.
Implantation: Two sites in Quebec,
one manufacturing plant in the
United States, and one business
office in Denmark.
Markets: 50% of all sales take
place in North America and 50%
in Western Europe.
R&D: Axion Technologies spends
an average 25% of its revenue in
innovation.

p.05
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

.16

mars/march 2012

Edenred

Certifications\ labels\

Edenred structure
ses activits bulgares
avec une certification qualit
ISO 9001

>>>>>>>>> En misant sur une certification ISO 9001, le spcialiste des services
prpays aux entreprises se dote dun vritable axe diffrenciant. Il compte ainsi
acclrer son dveloppement, notamment auprs de clients issus du secteur public.
Interview dHerv Combal, directeur gnral de filiale dEdenred Bulgarie.

enred
Ed

Quelle est lactivit dEdenred en Bulgarie ?

En prenant la direction de
la filiale bulgare, Herv
Combal la propulse vers la
certification ISO 9001.
When he took over the
management of the
Bulgarian subsidiary, Herv
Combal guided it towards
ISO 9001 certification.

Herv Combal (HC) : Edenred est le leader


mondial des services prpays aux entreprises. La filiale bulgare du groupe dploie
ses activits depuis 2002. Nous avons
dabord dmarr en Bulgarie sur notre cur
de mtier, spcialement les Tickets Restaurant,
puis petit petit, nos activits se sont
tendues lensemble des prestations
du groupe, cest--dire les produits pour
amliorer la qualit de vie des salaris et
des citoyens, motiver les forces de vente,
animer les rseaux de distribution, fidliser
et dvelopper la relation client. La filiale
bulgare tudie galement le potentiel du
march pour lancer des solutions dexpense
management permettant aux entreprises
de mieux matriser et optimiser les dpenses
lies aux frais professionnels.
Quand et pourquoi avez-vous choisi
de briguer une certification qualit ?
HC : Cette dcision a t prise lchelle
de notre filiale en 2009, lorsque jen ai pris
la direction. Lobjectif consistait accrotre le
niveau de qualit de la filiale, non seulement
en interne pour optimiser notre organisation,
mais galement en externe vis--vis des
clients privs et publics. Cette dmarche
a galement t dicte par le fait quen
Bulgarie, la qualit est lun des critres pris
en compte lors des rponses aux appels
doffres manant du secteur public.

p.06
action&performance16

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

Edenred structures its Bulgarian


activities with a quality certification
By taking up the challenge of ISO 9001
certification, the specialist in prepaid
services to companies has given itself
the means to achieve differentiation and is
looking to use it to speed up its development,
particularly among public sector customers.
We interviewed Herv Combal, Managing
Director of the Edenred Bulgaria subsidiary.
What is Edenreds activity in Bulgaria?
Herv Combal (HC): Edenred is the world
leader for prepaid services to companies.
The groups Bulgarian subsidiary has been
deploying these activities since 2002. We
started out in Bulgaria with our core business,
especially luncheon vouchers, and then
gradually extended our activities to all the
groups services, i.e. products that improve
the quality of life of employees and citizens,
motivate sales forces, lead distribution networks,
create customer loyalty and develop customer
relations. The Bulgarian subsidiary is also
studying the market potential for launching
expense management solutions to help
companies in their management and optimisation
of expenditure linked to business expenses.
Why did you decide to go for quality
certification?
HC: The decision was taken at subsidiary level
in 2009, when I took over its management.
The aim was to improve the subsidiarys level

rencontre/ a meeting
with.../

Avez-vous dploy cette dmarche en


totale indpendance vis--vis du groupe ?
HC : Nous avons travaill de faon totalement autonome, dune part avec lappui
de ressources internes et dautre part
avec laide dun consultant extrieur. Nous
avons toutefois benchmark certains outils,
notamment ceux mis en place par dautres
filiales dEurope Centrale et Europe de lEst.
Notre filiale adapte en outre certains indicateurs dexcellence oprationnelle du groupe
lactivit en Bulgarie. De faon plus globale,
mme si nous navions pas mis en place de
procdures et dindicateurs qualit de faon
systmatique avant de lancer cette dmarche,
les quipes taient dj fortement sensibilises la qualit. Notamment parce que nous
travaillons ici partir de supports mthodologiques communs. La qualit de service
client est en effet une orientation forte et
commune lensemble du groupe Edenred.
Vous avez obtenu la certification
ISO 9001 en mai 2011. Pouvez-vous
dores et dj mesurer ses apports ?
HC : Grce aux enqutes que nous ralisons
rgulirement auprs de nos clients, nous
savons que leur taux de satisfaction est en
progression. La filiale bulgare a par ailleurs
augment son volume daffaires dans un
contexte de concurrence renforce. De plus,
nous sommes parvenus fidliser les clients
existants. Enfin, la certification sest impose
comme un vritable outil de communication
externe pour notre filiale et nous la mentionnons sur chacun de nos supports de communication. Et en interne, le systme de management de la qualit nous a permis de
structurer notre organisation. Nous sommes
donc convaincus que la qualit a grandement particip ces rsultats.
Vous envisagez dj daller plus loin.
Avez-vous des objectifs prcis ?
HC : court ou moyen terme, nous souhaiterions nous diriger vers une certification
environnementale car nous imprimons et
distribuons beaucoup de documents. Nous
estimons aujourdhui que nous pouvons
mieux structurer ces activits pour les rendre
plus respectueuses de lenvironnement.

Edenred

Dailleurs, certains organismes posent


clairement la certification qualit comme
une exigence incontournable.
of quality internally to optimise
our organisation and externally vis--vis our
public and private customers. The approach
was also dictated by the fact that, in Bulgaria,
quality is one of the criteria that are
considered in responses to invitations to
tender issued by the public sector. Indeed,
some organisations clearly state that quality
certification is an essential requirement.
Did you deploy the procedure totally
independently from the group?
HC: We worked totally autonomously, with
the support of internal resources and the
help of an external consultant. However, we
benchmarked certain tools, including those
that had been put in place by other Central
and Eastern European subsidiaries. Our
subsidiary is also adapting some of the groups
operational excellence indicators to the activity
in Bulgaria. More globally, although we hadnt
systematically introduced quality procedures
and indicators before we embarked on the
procedure, our employees were already
clearly aware of the quality issue, particularly
because we use common methodological
resources in our work here. Customer service
quality is a major strategic orientation common
to the entire Edenred Group.
You were awarded ISO 9001 certification
in May 2011. Are you now in a position
to measure the contribution it has made?
HC: Through the surveys that we regularly
carry out among our customers, we know that
their level of satisfaction is rising. The Bulgarian
subsidiary has also increased its volume of
business in an increasingly competitive
environment. We have also managed to create
loyalty among our existing customers. Finally,
certification has made its mark as a key external
communication tool for our subsidiary and we
mention it in all our communication materials.
Internally, the quality management system
has enabled us to structure our organisation.
We therefore have no doubt that quality has
made a major contribution to these results.
Youre already thinking of going further.
Do you have any particular goals?
HC: In the short or medium term, wed like
to move towards environmental certification,
as we print and distribute a large number
of documents. We now think we can structure
these activities better and make them more
environmentally friendly.

Fidlisation clients,
structuration de
lorganisation,
les rsultats ne se
sont pas fait attendre.
With the customer loyalty
and a more structured
organisation, the results
werent long in coming.

Repre
Edenred Bulgarie est une filiale
100 % du groupe franais Edenred,
cot la Bourse de Paris. Elle
emploie environ 25 personnes.
Prsent dans une quarantaine
de pays, lensemble du groupe runit
6 000 collaborateurs et a mis en
2011 environ 15 milliards deuros
de titres dans le monde.

Marker
Edenred Bulgaria is a 100%
subsidiary of the French Edenred
Group, which is quoted on the
Paris Stock Exchange. It employs
approximately 25 people.
The group is represented in forty
countries and has a total of 6,000
employees. In 2011 it issues
approximately 15 billion euros
worth of shares worldwide.

p.07
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action&performance16

.16

AFNOR Certification actus/

mars/march 2012

Un partenariat AFNOR Certification / BNQ


sur les rails pour dployer le certificat Iris
Le rfrentiel international de certification de lindustrie ferroviaire Iris, qui intgre les spcificits demandes par les donneurs dordres du secteur, entame son dveloppement au Qubec.
Face au potentiel de ce march, le bureau
de normalisation du Qubec (BNQ) vient de
signer un accord de partenariat avec AFNOR
Certification pour soutenir le dploiement dIris.
AFNOR Certification sy engage qualifier
des auditeurs locaux selon le rfrentiel Iris :
ils raliseront ainsi les audits au nom
dAFNOR Certification, qui dlivrera les certifications Iris. Une solution gagnante pour
les clients : ils conomiseront le cot de dplacement dun auditeur franais et bnficieront
dintervenants locaux bilingues. Deux auditeurs
qubcois ont dj pass avec succs la qualification Iris et le premier audit de certification a
t ralis chez Axion Technologies (lire page 05).

An AFNOR Certification/BNQ
partnership on track to deploy
the Iris certificate
The International Railway Industry Standard
Iris, which integrates specific requirements
expected by the sectors principals, starts its
development in Quebec.
Considering the markets potential, The Bureau
de Normalisation du Qubec (BNQ Quebec
Standardisation Bureau) just signed a partnership
with AFNOR Certification in order to support
Iris deployment. AFNOR Certification commits
to qualify local auditors to conduct Iris audits
and will ultimately deliver the certificates.
This represents a win-win solution for clients:
they will save the travel expenses linked to a
French auditor and will benefit from local bilingual
specialists. Two auditors from Quebec have
already been successfully qualified for Iris and
the first certification audit has already taken place
(read page 05).

Deux nouvelles accrditations


AFNOR Certification a t accrdite selon la norme NF EN ISO 17024 par le Cofrac pour certifier
les inspecteurs de systmes de climatisation et de pompe chaleur rversibles.
Cette accrditation permet AFNOR Certification de dlivrer deux niveaux de certification :
systme simples pour les installations dont
la puissance est infrieure 100 kW et systme
simples et complexes au-del de 100 kW.
Pour rappel, linspection priodique des
systmes de climatisation est obligatoire et doit
imprativement tre ralise par une personne
certifie. Paralllement, la filiale allemande du
groupe AFNOR, GUTcert a obtenu son accrditation DAkkS (quivalent du Cofrac) pour dlivrer
la certification ISO 50001.

Two new accreditations


AFNOR Certification was recently accredited
by COFRAC (French Accreditation Committee)
to certify inspectors of air conditioning systems
and reversionary heat pumps according to
the NF EN ISO 17024 standard.
This accreditation allows AFNOR Certification to
deliver two levels of certification: simple systems
for below-100 kW installations and simple and
complex systems for those exceeding 100 kW.
The periodic inspection of air conditioning system
is mandatory and must be executed by a certified
specialist. Meanwhile, the German subsidiary of
the AFNOR group, GUTcert has been accredited
by DAkkS (the German equivalent of COFRAC)
to deliver ISO 50001 certificates.

p.08
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AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

Formation : la
GUTcert Akademie
ouvre ses portes
La filiale allemande du
groupe AFNOR, GUTcert
se positionne dsormais
sur le march de la
formation avec louverture
de la GUTcert Akademie.
Elle y propose des formations
diplmantes intra ou inter
entreprise en allemand,
anglais et polonais. GUTcert,
experte de la certification de
systmes de management
intgrs et de lnergie,
partage son savoir-faire sur
ces thmes mais aussi sur la
certification de la biomasse
durable ou de la gestion
environnementale. Diffrents
curs de mtiers sont viss :
responsable daudit qualit,
auditeur interne, responsable
nergie ou dveloppement
durable Plusieurs sessions
ont dj eu lieu depuis
septembre 2011.

Training: the
GUTcert Akademie
opens its doors
The AFNOR Groups German
subsidiary GUTcert has
recently become an actor
in the professional training
market with the opening
of GUTcert Akademie. It offers
intra or inter company trainingcourses leading to a qualification
in German, English and Polish.
GUTcert, as a certification
expert of integrated and energy
management systems, shares
its know-how on these topics
but also on the themes of
sustainable biomass certification
or environmental management.
Several core professions are
targeted: quality audit manager,
internal auditor, energy or
sustainable development
manager Several sessions
have already taken place since
September 2011.

clients en bref/ clients


in brief/

Fruit de la fusion entre


le groupe Afat Voyages
et Selectour, le rseau
AS Voyages sest associ
AFNOR Certification pour
rdiger un rfrentiel dengagements de service ddi
aux prestations de voyages
daffaires. Objectif ?
Accompagner le dveloppement des membres du rseau
sur ce march et assurer
la satisfaction dune clientle
particulirement exigeante.
Les agences adhrentes
dAS Voyages peuvent obtenir
la certification depuis dbut
2012. la cl, un argument
de diffrenciation, la garantie
dune qualit homogne
et constante pour leurs clients
professionnels, et un projet
fdrateur et valorisant en
interne.

The AS Voyages
network commits for
a service of quality
Born out of the merger
between Afat Voyages group
and Selectour, AS Voyages
network worked with AFNOR
Certification to develop a
service commitment framework,
dedicated to business travel.
It aims at supporting the
development of the networks
members on this market and
to ensure the satisfaction
of their particularly demanding
customers. Travel agencies
that subscribe to AS Voyages,
can obtain this certification
since the beginning of 2012.
In the end, the certification will
serve as a differentiation tool,
will guarantee a homogeneous
level of quality for business clients
and will ensure a federative
project internally.

Efficacit nergtique : Camfil Farr


en pointe en Malaisie avec lISO 50001
La filiale malaise du groupe
sudois Camfil Farr, leader
mondial de la filtration dair, vient
de se voir dcerner le certificat
ISO 50001 par AFNOR Certification. Cette reconnaissance
rcompense le systme
de management nergtique
mis en place depuis un an.
La dmarche dcoule
du benchmark ralis sur les
meilleures pratiques au sein
du groupe. Nos filiales anglaises
et franaises pratiquent cette
approche depuis 2009 et
les rsultats sont formidables !
Le site britannique a vu ses
consommations nergtiques
baisser de 18 % en 2011, et
la France de 11 % , souligne
Myriam Tryjefaczka, responsable
du dveloppement durable
de Camfil Farr. Lengagement
de lentreprise sinscrit dans
le cadre de sa politique
de dveloppement durable.

Les produits proposs nos


clients permettent de rduire
la consommation nergtique
et lempreinte carbone de
leurs systmes de ventilation.
Il tait naturel dappliquer
nous-mmes ce que nous
prconisons !

Energy efficiency:
Camfil Farr steps ahead in
Malaysia with ISO 50001
The Malaysian subsidiary of
the Swedish group Camfil Farr,
world leader in the air filtration
sector, just obtained an ISO 50001
certificate, awarded by AFNOR
Certification. This recognition
rewards the energy management
system the company built during
the past year. The approach
follows the benchmarking of
best practices inside the group.
Our British and French
subsidiaries have been likewise

Camfil

Le rseau AS Voyages
sengage pour un
service de qualit

engaged since 2009 and results


are terrific! The British sites
energy consumption has been
reduced by 18%, while France
saw its energy consumption
drop by 11%, underlines
Myriam Tryjefacka, sustainable
development manager for
Camfil Farr. The companys
commitment to energy efficiency
complements its sustainability
policy. The products we sell
our clients aim to reduce their
energy consumption and
the carbon footprint of their
ventilation systems. It was only
natural to apply what we profess
in our own company!

AFAQ EI/ETTI : cinq entreprises dinsertion


valorisent leurs pratiques sociales
Remettre dans lactivit
professionnelle des hommes
et des femmes trs loigns
de lemploi, telle est la mission
des entreprises dinsertion (EI)
et entreprises de travail temporaire dinsertion (ETTI). Pour
promouvoir leurs valeurs sociales
et leur exemplarit, le comit
national des entreprises dinsertion (CNEI) et AFNOR Certification ont dvelopp un rfrentiel
de certification de systme
de management : AFAQ EI/ETTI.
Les premiers certificats ont t

remis cinq entits : La Varappe


(Bouches-du-Rhne), Idees 21
(Cte-dOr), Juratri Scop (Jura),
Tri Valles (Savoie) et Tribord
(Morbihan).

AFAQ EI/ETTI: five


professional-integration
companies promote
their social practices
Helping men and women who
are estranged from employment
to return to a professional
activity is the mission of

professional-integration companies
(EI in French) and temporary-work
integration companies (ETTI).
In order to promote their social
values and their exemplary nature,
the National Committee for
Professional Integration Companies
(CNEI in French) and AFNOR
Certification developed a
management system certification
framework called AFAQ EI/ETTI.
The first certificates were recently
awarded to five organisations:
La Varappe (Bouches-du-Rhne
department), Idees 21 (Cte-dOr),
Juratric Scop (Jura), Tri Valles
(Savoie) et Tribord (Morbihan).

p.09
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action&performance16

.16

clients en bref/ clients


in brief/

mars/march 2012

AFAQ 26000 :
Cemex dmontre sa maturit socitale

Un 1 000 me bureau
de poste certifi
Engagement
de Service

La filiale franaise du groupe


mexicain Cemex, fabricant
de matriaux de construction,
souhaitait rviser sa politique
de dveloppement durable
initie en 2008. Cemex France,
qui compte plus de 300 sites,
a choisi pour cela lvaluation
AFAQ 26000. Nous avions
besoin de cette photographie
indpendante de notre responsabilit socitale pour dynamiser
notre approche , prcise
Christian Branger, directeur
dveloppement durable.
Cemex a atteint le niveau 3/4,
en sappuyant sur une
dclinaison du dveloppement
durable tous les niveaux de
lentreprise et sur la motivation
des collaborateurs. Parmi
les pistes damlioration envi-

Le bureau de poste
de Vnissieux Minguettes
vient dobtenir la certification
Engagement de Service,
remise par Florence Maux,
directrice gnrale dAFNOR
Certification en prsence de
Jean-Paul Bailly, prsident
du groupe La Poste. Il devient
le 1 000 me bureau de poste
certifi en France, dans le
cadre de la politique de qualit
de service lance il y a trois ans.
Ce rfrentiel labor avec
AFNOR Certification passe
au crible laccueil, la rapidit
daccs aux services, la mobilisation face lattente
Rsultat : 93 % des clients
des 1 000 bureaux certifis
sont satisfaits des prestations
offertes.

sages, figurent lharmonisation des procdures et un


renforcement de lcoute des
parties prenantes. Par ce biais,
Cemex France devient aussi
pilote pour lapplication de
lISO 26000 dans le groupe
Cemex et continue danticiper
le futur cadre rglementaire
entourant la RSE.

Cemex demonstrates
its social maturity
The French subsidiary
of Mexican group Cemex,
a building material manufacturer,
wanted to revise its sustainable
development policy, which was
initiated in 2008. In order to do
so Cemex France, which totals
over 300 sites, chose the AFAQ

26000 assessment. We needed


this unbiased photograph of
our social responsibility if we
wanted to boost our approach,
emphasises Christian Branger,
Director of sustainable
development. Cemex reached
the Maturity level (3/4), which
rewards its ability to diffuse
sustainable development
in every level of the company
and acknowledges employees
motivation. Potential progress
could be found in harmonising
procedures and strengthening
exchanges with stakeholders.
With this assessment, Cemex
France tests the implementation
of ISO 26000 for Cemex as a
whole and continues to anticipate
future regulation regarding
corporate social responsibility.

Nouveaux certifis, distinction europenne :


les labels galit et Diversit ont le vent
en poupe
labellisation porte quatre
Roselyne Bachelot-Narquin,
ministre des Solidarits et
de la Cohsion sociale, a remis
dbut fvrier le label galit
de nouvelles entreprises :
les socits dAlcatel-Lucent en
France, Castorama et Thals
communication & security. Elles
rejoignent ainsi les 44 autres
dtentrices du label. Paralllement, le label Diversit a
vu rcemment la dure de sa

ans au lieu de trois pour mieux


faire concider la temporalit
le dploiement dune dmarche
diversit. Le succs de ce label
vient par ailleurs dtre renforc
par la distinction rcemment
accorde par la Commission
Europenne. Celle-ci a en effet
officiellement dsign le label
Diversit comme dispositif
exemplaire.

New certificate holders,


an European distinction:
the Equality and Diversity
labels ride high
At the beginning of February,
the French minister of Solidarities

and Social Cohesion Roselyne


Bachelot-Narquin awarded
the Equality label to several
new companies: Alcatel-Lucent
in France, Castorama and
Thals communication &
security. These organisations
join the 44 other holders of
the label. In the mean time,
the Diversity label recently saw
its duration go from three to four
years in order for its temporality
to coincide better with the
implementation of a diversity
approach. In addition, the labels
success has just been reinforced
by a distinction granted by
the European Commission.
Indeed, the latter officially
designated the Diversity label
as an exemplary system.

p.10
action&performance16

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

A thousandth post
office gets a Service
Commitment
certificate
The post office of the city
of Vnissieux Minguettes
just obtained the Service
Commitment certification,
awarded by Florence Maux,
Managing director of AFNOR
Certification in the presence
of Jean-Paul Bailly, chairman of
the group La Poste. It becomes
the thousandth certified post
office in France, in the framework
of a policy dedicated to quality
of service launched three years
ago. The framework, developed
with AFNOR Certification,
scrutinizes criteria as reception,
the speed at which services
are available, efforts to prevent
waiting As a result, 93% of
the clients of the certified post
offices feel satisfied by their
performance.

.16

dossier/ special
report/

mars/march 2012

EN COUVERTURE

Le management environnemental
en claireur des nouvelles tendances
conomiques et socitales
Environmental Management Lights the Way
for New Economic and Social Trends

>>>>>>>>>>>
Matriser ses dchets, limiter
ses rejets de gaz effet de serre,
rduire ses consommations
nergtiques constituent autant
de challenges davenir pour les
entreprises. Alors que de nouvelles
dispositions lies au Grenelle
de lenvironnement impactent
les organisations franaises,
la dmarche de management
environnemental ISO 14001
simpose comme un outil global
pour anticiper ces dfis.

>>>>>>>>>>>
Mastering waste management,
restricting greenhouse gas
emissions, reducing energy
consumption, all constitute true
challenges for companies.
While new dispositions linked
to the Grenelle Environment Forum
impact French organisations,
ISO 14001 environmental
management approaches prove
to be a global solution to
anticipate these new challenges.

LIRE ARTICLE PAGE SUIVANTE

>>>>>

p.11
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

.16

mars/march 2012

Dossier
Special report

>> Le management environnemental


en claireur des nouvelles tendances
conomiques et socitales

>
Testez-vous sur :
www.boutiquecertification.afnor.org

Take the test on :


www.boutiquecertification.afnor.org

dchets ou diminuer
sa consommation deau :
la rduction des cots lie
lISO 14001 justifie elle seule
la dmarche ! , analyse Herv
Ross-Carr, responsable
action rgionale pour AFNOR
Certification.
251 000 organisations dans
le monde sont aujourdhui
engages dans une dmarche
de management environnemental certifie ISO 14001*.
Depuis sa publication en 1996,
la norme sest impose comme
LA rfrence mondiale pour
la prise en compte des enjeux
environnementaux dans les
activits des entreprises.

251,000 organisations in the


world are nowadays committed
to an ISO 14001-certified
environmental management
Toutefois, un lger rebond
approach*. Since its publication
sobserve depuis quelques
in 1996, the standard
annes. Le lancement en 2007 established itself as THE world
reference enabling companies
du guide AFAQ 14001 par
tapes a permis a plus de 600 to tackle and integrate
environmental issues in the
PME de mener jusquau bout
une dmarche environnemen- scope of their activities.

tale leur rythme , voque


Herv Ross-Carr. AFAQ 14001
par tapes sapprte franchir
un nouveau cap, puisque ce
guide deviendra une norme NF
en 2012. Cela lui permettra
notamment dtre cite en
Timide rebond
rfrence dans les contrats
Pourtant, avec 5 251 certificats,
publics : un argument concurlHexagone est loin de faire
rentiel de poids pour les PME.
partie des nations les plus
dynamiques. Nous ne sommes Limpact du Grenelle 2
plus dans le top 10 depuis
plusieurs annes , dplore
Le contexte franais se prte
Batrice Poirier, chef de produit par ailleurs plus que jamais la
Environnement et nergie
mise en uvre de dmarches
pour AFNOR Certification.
environnementales. LISO
Comment expliquer ce retard ? 14001 couvre lensemble des
Les experts voquent la
champs dintervention de la loi
tendance des entreprises ne Grenelle 2 et permet de les
se tourner vers la certification
intgrer dans le cadre dune
que sous la contrainte. Ailleurs stratgie globale afin damliorer
en Europe, la vision est plus
sa performance et ses cots
terre terre. Le but premier
tout en anticipant la rglemenconsiste rduire sa facture
tation , argumente Batrice
nergtique, valoriser ses
Poirier. Par exemple, les entre-

p.12
action&performance16

Environmental
Management Lights the
Way for New Economic
and Social Trends

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

A hesitant rebound
However, with a total of 5,251
certificates, France is far from
being the most dynamic nation
in this regard. We havent been
in the top ten for years, deplores
Batrice Poirier, Environment
and Energy product manager at
AFNOR Certification. How can
this lag be explained? Experts
points to the tendency of
French companies to only turn
to certification when it becomes
statutory. The business
vision seems more pragmatic
elsewhere in Europe. The first
goal of environmental
approaches in other countries
seems primarily to reduce

* ISO Survey 2010.


* ISO Survey 2010.

dossier/ special
report/

ec
Dir

tion

LISO 14001 simpose galement comme un outil concret


de rponse aux enjeux de la
responsabilit socitale (RSE).
La premire tape dune
dmarche RSE consiste diagnostiquer les enjeux majeurs
de son entreprise, rappelle
Batrice Poirier. Lorsque lenvironnement ressort en priorit,
lISO 14001 impose de dfinir
une stratgie et de dployer
des plans dactions adapts
avec dtermination dindicateurs comparables et quantifiables. Tout cela facilite lexercice
du reporting dveloppement
durable, conformment par
exemple aux exigences de la
loi NRE ou de larticle 225
du Grenelle De nouveaux
produits approfondissent
dautres aspects des dmarches
environnementales. Lvaluation AFAQ co-conception,
rcemment lance par AFNOR
Certification, permet ainsi aux
entreprises de crdibiliser
lensemble de leur approche.
Les organisations certifies
ISO 14001 tendent multiplier
le recours ces outils complmentaires de performance ,
prcise Herv Ross-Carr.

du Gra nd Lyon

Un cadre pour la RSE

au
de l e

prises de plus de 500 salaris


et les tablissements publics
de plus de 250 personnes
devront raliser un bilan de
leurs missions de gaz effet
de serre avant le 31 dcembre
2012. Face cette rglementation en volution constante,
les entreprises peuvent
transformer la contrainte en
opportunit, poursuit Batrice
Poirier. Ainsi, intgr dans une
dmarche ISO 14001, le bilan
carbone peut devenir une
donne dentre puissante et
atteindre son plein potentiel
de guide pour laction.

La rduction des cots lie


lISO 14001 justifie elle
seule la dmarche !
Cost-reduction linked with
ISO 14001 justifies by itself
the entire approach!

valuez votre maturit


environnementale
en ligne

energy-costs, to recycle waste


or to lower water-consumption:
cost-reduction linked with
ISO 14001 justifies by itself
Un dernier constat complte
the entire approach!, analyses
ce panorama : la typologie
Herv Ross-Carr, regional
des organisations certifies
ISO 14001 slargit. De nom- action manager for AFNOR
Certification. Yet, a hesitant
breux services de collectivits
rebound has been observed
territoriales sengagent leur
in the last few years.
tour , relve Herv Ross-Carr. The launch of the AFAQ 14001
La direction de leau du Grand step-by-step guidelines in 2007
Lyon en fait partie. La probl- enabled over 600 small businesses
matique environnementale
to build an environmental policy
at their own pace, Herv
fait partie intgrante de notre
Ross-Carr mentions. AFAQ
mtier : mais force dexemplarit sur nos impacts environ- 14001 step-by-step is about to
nementaux majeurs leau et la move to a higher level, since
pollution nous avions nglig this practical guide will become
an official NF Standard in 2012.
la gestion des dchets et les
This will notably allow the
consommations dnergie ,
document to be referred to in
raconte Stphane Dehame, son public contracts, thus giving a
animateur QSE. La dmarche
new competitive asset to small
ISO 14001 a servi de dclenbusinesses.

De nouveaux mtiers
sengagent

cheur. Entre 2008 et 2010,


nous avons diminu de 6 000
tonnes la masse de dchets
mis en dcharge, augment
de 31 % la part valorise ou
recycle. Aujourdhui, 85 % de
nos dchets non ultimes sont
valoriss et nous visons les
100 % La dmarche a
permis de raliser un tat des
lieux exhaustif, puis dvaluer
nos progrs et de les inscrire
dans le concret. Cest une
culture qui change les fonctionnements en profondeur.

Innover pour
les marchs publics
Les marchs publics jouent
aussi un rle crucial dans la
diffusion de ces dmarches par
le biais de leurs clauses envi-

The Grenelle 2 laws impact


The French context lends
itself to the implementation of
environmental approaches more
than ever. ISO 14001 covers
the whole intervention scope of
the Grenelle 2 law, and enables
companies to integrate the laws
obligations in the framework
of a global strategy designed to
improve performance and cost
efficiency while anticipating
new regulation, Batrice Poirier
argues. As a practical example,
companies employing over
500 people and public bodies
employing over 250 public
servants have to carry out
a greenhouse gas emission
assessment before December
31st 2012. Faced with this everchanging regulation, companies
have everything to gain by

O en est lenvironnement dans mon


entreprise ? Mon organisation est-elle
prte pour la certification ISO 14001 ?
Deux tests en ligne, labors par
AFNOR Certification permettent de
sen assurer. Le premier lenvironnement dans votre entreprise, faites
le point dresse ltat des lieux des
pratiques environnementales dans
lorganisation en 20 minutes et 60
questions. Pragmatique, accessible
et sans contrainte, le rapport qui
le conclut aide identifier des
actions de progrs. Le deuxime test
tes-vous prt pour la certification
ISO 14001 ? propose une autovaluation complte du systme de
management environnemental.
En 120 minutes et 156 questions,
ce diagnostic identifie les points forts,
les points damlioration et fournit
un rapport personnalis. Loutil idal
avant audit de certification.
www.boutique-certification.afnor.org

Assess your
environmental
maturity on line
Where does environment stand in my
business? Is my company ready for
an ISO 14001 certification? Two web
tests, developed by AFNOR Certification,
help you make sure. The first one,
Environment in your company,
evaluate the situation assesses your
environmental practices in 20 minutes
and 60 questions. Pragmatic, easy
and commitment free, the test
concludes with a report, which points
to improvement actions. The second
test Are your ready for the ISO 14001
certification? offers a full selfassessment of your environmental
management system. In 120 minutes
and 156 questions, this diagnosis
identifies your best practices,
improvement potential and gives you
a detailed report. It stands as the
perfect solution before a certification
audit.
www.boutique-certification.afnor.org

p.13
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

.16

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/ SUITE / FOLLOWING /

Le management environnemental
en claireur des nouvelles tendances conomiques et socitales

De nouveaux mtiers,
comme les services de
collectivits territoriales,
sengagent leur tour.
New sectors, services of
local authorities are
committing as well.

Environmental Management Lights the Way for New Economic and Social Trends

ronnementales. Depuis
quelques annes la certification
ISO 14001 connat ainsi un
vrai boom dans la filire construction amene intervenir
pour les collectivits , souligne
Batrice Poirier. Vinci Construction France sest ainsi empar
de la dmarche il y a plus de
dix ans. Aujourdhui, 62 %
de nos filiales sont certifies
ISO 14001, explique Florence
Marin-Poillot, directrice environnement. Le dfi principal

AFAQ 14001
par tapes passe
au crible

certification, chacun de nos


9 000 chantiers implique
une remise en questions.
Le bnfice de la dmarche
est constamment renouvel.
La prochaine rvision de
lISO 14001, prvue pour 2015,
devrait parfaire ladquation
de la norme ce contexte
global. Cette rvision prvoit
notamment lharmonisation
du rfrentiel avec les autres
systmes de management,
rpondant ainsi au plbiscite
des systmes intgrs QSE.
Semparer de lISO 14001 et
des outils qui laccompagnent
revient aujourdhui aller dans
le sens de lhistoire, conclut
Batrice Poirier. Ces approches
sont primordiales pour anticiper
les changements structurels
de la socit : faire autrement
et mieux avec moins.

AFAQ Environment step-by-step


under the microscope
Published in 2005, the AFAQ 14001 step-by-step
solution tackles one of the issues of small businesses:
obtaining an ISO 14001 certificate in a progressive
manner, while communicating every step of the way.
This solution already convinced 600 small companies.
At the end of 2010, a study shed more light on this
success. 40% of the certificate holders claim to be
reassured by the approachs simplicity. One third of
the studied companies chose the solution in order to
distribute the workload and to have time to mobilize
their employees. As for results, 44% of studied
companies evoke a noticeable improvement in
employees implication, 30% noticed an impact on
waste management as soon as the first step. At the
end of 2010, 79% of the certificate holders employed
between 20 and 499 people.

p.14
action&performance16

conformity with the NRE law or


article 225 of the Grenelle law
New solutions come in handy in
order to strengthen other aspects
of environmental approaches.
The recently developed AFAQ
eco-design assessment enables
companies to demonstrate
the credibility of their whole
conception process. Holders
of the ISO 14001 certificate
tend to massively resort to these
complementary performance
tools, Herv Ross-Carr
specifies.

New sectors get environmental

One last assessment completes


this overview: the typology of
ISO 14001 certified organisation
is expanding. Numerous
services of local authorities are
committing as well, remarks
Herv Ross-Carr. The water
department of Greater Lyon
is one of them. Environmental
issues are very much a part
of our activity: but while being
exemplary on our major
environmental impacts, ie water
and pollution, we neglected
waste management and energy
transforming legal pressure into
consumption, explains
opportunity, Batrice Poirier
Stphane Dehame, QSE
continues. By being integrated
coordinator. The ISO 14001
in the scope of an ISO 14001
approach served as a trigger.
approach, a carbon footprint
Between 2008 and 2010, we
assessment becomes a more
reduced the waste tonnage put
powerful input and reaches its
in the dump by 6,000 tons while
full potential as a guide for action. increasing waste valuation or
recycling by 31%. Nowadays,
A practical solution
85% of non-final waste is
for CSR policies
transformed and we aim for
100% The ISO 14001 system
ISO 14001 also proves to be
led to a thorough inventory and
a very practical answer to the
encouraged us to assess our
challenges of corporate social
areas of progress, to anchor
responsibility. The first step
them in the practical. Its a true
of a CSR approach consists in
culture, which deeply modifies
establishing a diagnosis of
internal organisation.
ones companys major stakes,
Batrice Poirier reminds.
Public procurements also play a
When environment stands out
crucial role in the dissemination
as a priority, ISO 14001 requires of these practices via their
defining a strategy and deploying environmental clauses. For a few
duly suited action-plans
years, ISO 14001 certifications
equipped with comparable and
have been exploding in the
quantifiable indicators. All of
construction sector, which
the above facilitates sustainable regularly works for the public
sector and local authorities,
development reporting, in

>

Lance en 2005, la solution


AFAQ 14001 par tapes
rpond la problmatique
des PME et TPE : atteindre
la certification ISO 14001
de manire progressive, tout
en valorisant chaque palier.
La formule a dj sduit
plus de 600 entreprises.
Une enqute ralise fin 2010
prcise les raisons de ce
succs. 40 % des certifis
interrogs se disent
rassurs par la simplicit
de la dmarche . Un tiers
des entreprises a choisi ce
modle pour taler la charge
de travail et prendre le
temps de mobiliser ses
collaborateurs. Ct rsultats,
44 % des entreprises interroges voquent lamlioration notable de limplication
des salaris. Prs de 30 %
ont constat un impact sur
la gestion des dchets et ce,
ds la premire tape. Fin
2010, 79 % des entreprises
certifies comptaient entre
20 et 499 salaris.

consiste renouveler la dmarche pour chaque chantier. Les


compagnons sont sensibiliss
par le biais de quart dheure
environnement concrets,
rapides et adapts aux missions.
De bonnes pratiques environnementales sont mises en
place : le tri permet de valoriser
jusqu 90 % des dchets,
les installations de lavages
des quipements peuvent
fonctionner en circuit ferm
pour prvenir tout rejet en milieu
naturel. Enfin, une attention
particulire est porte aux
nuisances sonores travers
lachat dquipements moins
bruyants, ladaptation des
horaires et le contrle des
niveaux de bruit. Pour Vinci
Construction France, la valeur
ajoute est indniable.
La dmarche est simple et
sintgre parfaitement
un systme de management
qualit et scurit. Et l o
certaines entreprises pourraient
avoir des difficults se renouveler au bout de 10 ans de

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

dossier/ special
report/
Staroffice & Cie
Hubert Canet

LISO 14001 ? Une question


dthique et de motivation
underlines Batrice Poirier. Vinci
Construction France took up the
approach ten years ago. 62%
of our subsidiaries currently hold
an ISO 14001 certificate, states
Florence Marin-Poillot, Director
of Environment. The main
challenge consists in renewing
the whole approach for each
new construction site. We raise
the workmens awareness
through practical and mission
oriented 15-minutes talks on
Environment. Some good
environmental practices have
been implemented: waste sorting
can lead to up to 90% waste
valuation and washing systems
for our equipment can work
in closed-circuit to avoid
any rejection in the natural
environment. Finally, we pay very
close attention to the issue of
noise, by purchasing less noisy
equipment, adapting work hours
and controlling noise levels.
For Vinci Construction France,
the added value is undeniable.
This approach is simple and
can be perfectly integrated in a
quality and security management
system. And where other
companies could find it complex
to try out new ideas after ten
years of certification, each of our
9,000 building-sites requires
everything to be questioned anew.
Therefore, the benefit of the
system is constantly renewed.
ISO 14001s next revision is
scheduled for 2015. It should
perfect the adequacy of the
standard for the current global
context. This review already plans
to harmonise the standard with
other management systems,
in order to acknowledge the
overwhelming success of
integrated QSE management
systems. Nowadays, taking hold
of ISO 14001 and the various
complementary solutions existing
around it, boils down to riding the
tide of History, Batrice Poirier
concludes. These approaches
have become essential in order
to anticipate societys structural
mutations and the imperative
to do different and better with
less.

Entreprise de nettoyage haut de gamme pour les


bureaux, fonde en 2005 Boulogne-Billancourt,
Staroffice & Cie porte le management environnemental dans ses gnes. Ds sa cration, lentreprise sest en effet lance dans une dmarche
AFAQ 14001 par tapes, pour une certification
ISO 14001 obtenue en 2007. Une vidence commente par lodie Texier-Rtif, dirigeante et fondatrice de lentreprise.
Pourquoi avoir opt pour une dmarche ISO 14001
ds la cration de Staroffice & Cie ?
lodie Texier-Rtif (ETR) : titre personnel, jai toujours
t sensible lenvironnement. En tant que dirigeante
dune entreprise de nettoyage, je me suis dit quil y
avait srement matire agir au sein de la socit
et auprs de mes clients. En 2005, jai senti que lISO
14001 serait lavenir ! Certains clients de Staroffice
& Cie sont cots en bourse et portent des obligations
de management environnemental : la certification
ISO 14001 permet de rpondre leurs besoins, de
faire valoir cet atout concurrentiel et davoir un coup
davance.
Sur quels enjeux avez-vous particulirement
travaill ?
ETR : Dans le secteur de la propret, il y a beaucoup
faire assez simplement sans pour autant modifier la
qualit de la prestation. Staroffice & Cie ne recourt qu
des produits co-labels ou classs non-dangereux,
qui prsentent lavantage de ne pas tre nocifs pour
les salaris. De mme, nous nutilisons que des
chiffons en microfibres, dont la dure de vie est plus
longue et qui se rvlent plus agrables et plus
efficaces utiliser. Les salaris reoivent tous une
formation professionnelle aux co-gestes. Enfin, le lieu
de mission des collaborateurs tient compte de leur
lieu dhabitation afin de limiter la fatigue et labsentisme ainsi que les missions de gaz effet de serre
lies aux dplacements.
Quel bnfice retirez-vous de cette approche
et comment imaginez-vous la suite ?
ETR : La dmarche reflte lthique de Staroffice & Cie
tout en dmontrant sa motivation. Elle est galement
bnfique pour les collaborateurs qui se reconnaissent dans des pratiques soucieuses de lenvironnement, mais aussi de la protection de leur sant. Enfin,
la certification ISO 14001 a amlior nos relations
clients : Staroffice & Cie sappuie sur cette organisation pour proposer ses services adapts. Nous sommes
rgulirement sollicits lors de leurs runions sur le
dveloppement durable afin de discuter de nos
actions. Lavenir se joue maintenant autour du dveloppement durable. Staroffice & Cie a dj formalis
une charte des achats responsables et une charte de
dveloppement durable. Cette dmarche a t rcompense par un Trophe du dveloppement durable remis
par notre fdration professionnelle. Une valuation
AFAQ 26000 est, elle, prvue pour 2012 !

. TEXIER-RTIF

ISO 14001? A question of ethics


and motivation
Staroffice & Cie is an upscale cleaning company
for business premises and was created in 2005 in
Boulogne-Billancourt. Environmental management
was part of its DNA from the start. Indeed, the
firm committed itself to an AFAQ 14001 stepby-step approach as soon as its creation and
obtained its ISO 14001 certificate in 2007. For
lodie Texier-Rtif, its founder and director,
it was the obvious choice.
Why did you opt for an ISO 14001 approach right
from the start of Staroffice & Cie?
lodie Texier-Rtif (ETR): Ive always personally felt
very aware of environment. And as head of a cleaning
business, I was convinced there had to be a way to act
positively in this field, both inside the company and
with regard to its clients. As early as 2005, I felt that
ISO 14001 would be the future! Some of Staroffice &
Cies clients are listed on the stock-exchange and as
such have environmental obligations: the ISO 14001
certification enables us to meet their needs, to gain a
competitive asset and to generally stay one step
ahead.
On what issues did you work in priority?
ETR: In the cleaning sector, there is a lot one can do
without modifying the service quality. Staroffice & Cie
only uses products bearing an eco-label or classified
as non-dangerous, which present the advantage of
being harmless for employees. In the same manner,
we only use microfiber rags, which last longer and
prove both more pleasant and more efficient. All
employees receive a specific professional training in
green gestures. Last but not least, the location of
missions for each employee depends on their personal
address in order to reduce fatigue and absenteeism as
well as greenhouse gas emissions from their travels.
How do you benefit from this approach and
what vision do you have for the future?
ETR: Our commitment reflects Staroffice & Cies work
ethics while at the same time demonstrating its
motivation. It is highly beneficial to our employees,
who identify with environment and health-friendly
practices. Finally, the ISO 14001 certification improved
our relationship with clients: Staroffice & Cie builds
on this organisation to adapt its service. We are
regularly asked to participate in clients meetings on
sustainable development in order to debate our
actions. To me, the future now stands in sustainable
development. Staroffice & Cie has already formalised
a Responsible-Purchase Charter and a Sustainable
Development Charter. This policy has been rewarded
by a sustainable development Trophy awarded by our
professional organisation. And last but not least, an
AFAQ 26000 assessment is scheduled for 2012!

p.15
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

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Le management environnemental
en claireur des nouvelles tendances conomiques et socitales
Environmental Management Lights the Way for New Economic and Social Trends

Paroles
dexpert

Portrait-robot dune entreprise ISO 14001


Rough Sketch of an ISO 14001 Company

Certifis ISO 14001, qui tes-vous ?


Convictions cologiques, incitation des marchs publics,
exigences des donneurs dordres Pourquoi les entreprises dcident-elles de sengager dans une dmarche
ISO 14001 ? Qui sont ces organisations qui sautent le pas ?
Comment franchissent-elles le cap de la maturit environnementale ? Portrait-robot des certifis ISO 14001,
avec Roger Lunel, auditeur pour AFNOR Certification.

Roger LUNEL

Quel dclic pousse gnralement une organisation


entamer une dmarche de management environnemental ?
Roger Lunel (RL) : Je distingue deux catgories de motivations :
dune part la volont de se diffrencier en adoptant une ligne
de conduite thique, et dautre part la ncessit dobir des
contraintes rglementaires ou aux exigences des donneurs
dordres. Les entreprises pousses par ces considrations
pragmatiques apprcient particulirement la dimension conomique de lISO 14001 : les conomies de ressources, la
rduction des consommations dnergie et des dchets
La mise en place dun systme de management ISO 14001
obtient des rsultats concrets rapidement, grce des mesures
relativement simples pour matriser ses dchets et ses
consommations deau, dlectricit, de papier, etc. Ensuite il
faut franchir le cap de la maturit environnementale et aller
chercher de nouvelles pistes de progrs.
Dans quelle direction les entreprises peuvent-elles
justement approfondir leur dmarche et voluer dans
leur prise en compte de lenvironnement ?
RL : Les organisations certifies ISO 14001 depuis un certain
temps voluent vers des dmarches dco-conception, sattaquent de manire plus pousse la problmatique des dchets
ou lefficacit nergtique. En outre, se tourner vers la RSE
redonne du tonus la dmarche environnementale et la nourrit
de nouvelles questions, en incitant notamment au benchmarking.
Cette maturit nest pas toujours vidente atteindre : dans un
monde trs concurrentiel, il faut parvenir trouver des pistes
damlioration concrtes et acceptables conomiquement. Tout
cela implique une veille fine, qui dpasse les cadres purement
rglementaires : pour progresser, la curiosit, qui permet de
changer de point de vision et de remettre en cause des acquis,
constitue un atout matre.
Quels atouts distinguent une entreprise ISO 14001
des autres ?
RL : Une certification ISO 14001 constitue un avantage concurrentiel pour rpondre aux clauses environnementales des
marchs publics. La dmarche est galement un facteur de
motivation interne : elle diffuse des notions de citoyennet
et gnre une certaine fiert dappartenance. Par ailleurs,
lISO 14001 permet aux entreprises de trouver des sources
dconomies et de non dpense. Lco-conception vise aussi
rduire certains cots tout en amliorant limage de lentreprise. Bref, une approche gagnant-gagnant.

p.16
action&performance16

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

ISO 14001 holders, who are you?


Ecological beliefs, public procurement prompting,
principals requirements Why do companies choose to
commit to an ISO 14001 approach? Who are these
organisations who take the leap? How does one reach
environmental maturity? Roger Lunel, an auditor for
AFNOR Certification, explains a few basics.
What usually triggers an organisation into initiating
an environmental management system?
Roger Lunel (RL): I personally distinguish two types of
motivations: on the one hand, the will to differentiate by
adopting an ethical line of conduct, and on the other, the
need to comply with regulations or principals requirements.
Companies who are driven by the latter are particularly
sensitive to the economic dimension of ISO 14001: cost
efficiency, waste and power-consumption reductions
Implementing an ISO 14001 management system gives
fairly fast practical results, thanks to the relatively easy
measures one can take to control waste, water, electricity
or paper consumption Then, and only then a company has to
take the step towards environmental maturity and must look for
new paths in order to progress.
In what direction can organisations look to deepen their
approach and evolve in their environmental ambitions?
RL: Companies who have been holding an ISO 14001 certificate
for some time often evolve towards eco-conception, a more
thorough waste management policy or energy-efficiency.
Furthermore, tackling corporate social responsibility gives new
tonus to the environmental approach and enriches it with new
questions, often leaning towards benchmarking. However, this
maturity isnt always easily reached: in a very competitive
world, one has to find practical improvement options that are
at the same time economically acceptable. All of which implies
a thorough vigilance on subject-matters that go beyond
regulation: in order to improve, curiosity constitutes a major
asset, which enables companies to shift their point of view
and question their habits.
What distinguishes an ISO 14001 company from another?
RL: An ISO 14001 certification constitutes a competitive asset
to meet environmental requirements in public procurements.
The approach is also a good source of internal motivation: it
spreads notions of good citizenship and emulates some kind
of corporate pride. Besides, ISO 14001 enables a company to
find new ways to cut costs and avoid expenses. Eco-design
also aims at reducing expenses while improving corporate
image. A win-win situation.

en pratique/ in practice/

NF VALIDATION,
pour des tests rapides et fiables
>>>>> La certification NF VALIDATION concerne 116 kits
danalyse rapide des aliments et de leau, valids selon
la norme NF EN ISO 16140 pour les aliments. Accorde avec
le concours dun comit dexperts reconnus, cette certification reprsente une vritable garantie de fiabilit pour
des outils danalyses de plus en plus rpandus.

>
Cre en 1989 par AFNOR
Certification, la certification
NF VALIDATION est une certification de produit visant les
mthodes rapides danalyse.
De plus en plus utilises dans
lindustrie, surtout agroalimentaire, ces mthodes alternatives prennent la forme de
kits qui prsentent lavantage
de faciliter et dacclrer les
analyses, tout en garantissant
leur fiabilit. Les kits danalyse
microbiologique sont destins
la recherche des salmonelles,
des listeria, et de manire
gnrale, tous les germes qui
peuvent tre prsents dans
lalimentation et leau. Ils
permettent une dtection plus
facile des germes que par
les mthodes traditionnelles
de laboratoire. Ils ont un grand
succs sur le march de
lanalyse des aliments, et leur

certification est mme, depuis


2006, un pr requis pour
leur reconnaissance lors
des contrles sur les produits
alimentaires , explique
Valentine Digonnet, chef de
produit agroalimentaire au sein
dAFNOR Certification.
Des produits aux applications
sensibles pour lesquels les
industriels sollicitent donc une
certification. ce jour,
nous avons dlivr plus de
110 certificats. Les fabricants
des kits sont trs soucieux de
la qualit et des performances
de leurs produits , observe
Valentine Digonnet.

Apporter la caution
des experts
Accrdite par le Cofrac
pour raliser les certifications
NF VALIDATION, AFNOR
Certification est convaincue
de la pertinence des avis des
experts pour mener bien
ses processus de certification.
Cest pourquoi, depuis 1989,
lorganisme certificateur runit
un bureau dexperts charg
de suivre la dmarche et de

NF VALIDATION,
for rapid, reliable tests
NF VALIDATION certification
concerns 116 rapid food and
water analysis kits, which
are approved under the NF
EN ISO 16140 food standard.
This certification is granted
via a committee of recognised
experts and offers a real
guarantee of reliability these
increasingly widely used tools.
NF VALIDATION certification
was created by AFNOR
Certification in 1989 and is
a product certification intended
for rapid analysis methods.
Increasingly widely used
in industry, and especially the
food industry, these alternative
methods take the form of kits
that offer the advantage of
facilitating and speeding up
analyses while guaranteeing their
reliability. The microbiological
analysis kits are used to look for
salmonella, listeria and, more

p.17
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

.16

mars/march 2012

/ SUITE / FOLLOWING /

NF VALIDATION,
pour des tests rapides et fiables
NF VALIDATION, for rapid, reliable tests

Un portail
internet ddi
Pour donner une meilleure
visibilit cette prestation, AFNOR Certification
lui a consacr un site
internet. Disponible
en versions franaise et
anglaise, le portail offre
un vritable service aux
laboratoires utilisateurs
et aux fabricants de kits
danalyse microbiologique.
Il permet en effet de tlcharger lensemble des
certificats et des rapports
dessais relatifs aux kits
danalyse rapide. Plus de
100 certificats et rapports
sont ainsi disponibles.
En savoir + :
www.afnor-validation.org

A dedicated
Internet portal
AFNOR Certification has
set up a special website
to make the service more
visible. Available in French
and English, the portal
offers a real service
to user laboratories and
to manufacturers of
microbiological analysis
kits. From it, they can
download all the
certificates and test
reports relating to the
rapid analysis kits.
Over 100 certificates and
reports are available.
To find out more:
www.afnor-validation.org

donner une recommandation


sur le bien fond daccorder
la certification ou non.
Ce comit est compos de
reprsentants des fabricants,
des pouvoirs publics, des
utilisateurs, mais aussi dorganismes techniques comme
le Cofrac , dtaille la chef de
produit. Il faut en moyenne
huit mois un an dtudes
jalonnes de rencontres avec
le bureau dexperts pour
valider les tudes, ou le cas
chant les approfondir, avant
daccorder une certification.
La dmarche est exigeante,
mais nous tenons ces rencontres avec les experts tous
reconnus dans leur domaine de
comptences. Nous estimons
que ces confrontations davis
constituent un vritable gage
de qualit pour les produits
que nous certifions , poursuit
Valentine Digonnet.
Ltude de validation dun kit
se ralise en deux phases.
La premire phase dite
dtudes prliminaires sert
caractriser le kit et en
valuer les performances
en les comparant celles de
la mthode normalise de
rfrence, au sein dun laboratoire expert. La deuxime
compare les performances du
kit valider et de la mthode
de rfrence dans plusieurs
laboratoires, dans des conditions de rptabilit et de
reproductibilit dfinies. Enfin,
la combinaison des rsultats
des deux phases de ltude
permet de statuer sur tous les
critres de performance de la
mthode dcrits dans la norme
NF EN ISO 16140 , prcise
Valentine Digonnet. Accorde
pour quatre ans, la certification
NF VALIDATION prvoit
galement un audit du site
de production sur lequel sont
fabriqus les kits.

Les kits certifis remportent un grand succs sur


le march de lanalyse des aliments, ils permettent
une dtection plus facile des germes que par
les mthodes traditionnelles de laboratoire.
The certified kits are highly successful in the food analysis
market, as they provide an easier way of detecting germs
than by using traditional laboratory methods.

generally, any germ that may


be present in food and water.
They detect germs more easily
than using traditional laboratory
methods. Theyre highly
successful in the food analysis
market and, since 2006,
their certification has become
a prerequisite for their being
recognised for use in food
product inspections, explained
Valentine Digonnet, food
product manager at AFNOR
Certification. They are products
with sensitive applications,
for which manufacturers require
a certification. Weve issued
over 110 certificates to date.
The kit manufacturers are very
concerned about the quality and
performance of their products,
said Valentine Digonnet.

The kit validation study takes


place in two phases. Phase 1,
the preliminary studies phase,
is used to characterise the kit
and evaluate its performance by
comparing it with the standardised
Giving carte blanche
reference method, in an expert
to the experts
laboratory. Phase 2 compares
Accredited by COFRAC
the performance of the kit to be
to carry out NF VALIDATION
validated and of the reference
certifications, AFNOR Certification method in a number of
is convinced that it is useful
laboratories, under defined
to seek the opinions of experts
repeatability and reproducibility
in designing its certification
conditions. Finally, the combined
processes, which is why, since
results of the two study phases
1989, the certifying organisation
are used to rule on all the method
has brought together a committee
performance criteria described
of experts responsible for
in the NF EN ISO 16140
monitoring the procedure and
standard, said Valentine
giving a recommendation
Digonnet.
NF VALIDATION
as to whether or not to grant
certification is granted for four
certification. The committee is
years and includes an audit
made up of representatives of
manufacturers, public authorities, of the production site on which
users and technical organisations the kits are manufactured.

p.18
action&performance16

such as COFRAC, said the


product manager. It takes
an average of eight months to
a year of studies punctuated by
meetings with the committee of
experts to validate the studies or,
where necessary, go more
thoroughly into them before
granting certification. Its an
exacting way of going about
things, but we insist on these
meetings with the experts, who
are all recognised in their area
of expertise. We believe that
comparing opinions in this way
offers a real guarantee of quality
for the products that we certify,
continued Valentine Digonnet.

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

expertise/ expertise/

Quand les experts


tranchent en toute
indpendance

Christian
COUPEZ

Patrick
LANCESTRE

Expert certification

Expert certification

>

>>>>>>>>>> Lorsquaccord ou refus de certification ne simpose pas comme


une vidence, AFNOR Certification sappuie sur des professionnels rompus la mise
en uvre de certifications : les experts certification . Ces professionnels apportent
un regard aiguis et fiable sur les rapports daudit.
Dans le domaine de la certification, il est des situations
o la dlivrance du ssame
est une vidence, et dautres
o le refus simpose. Reste
certains cas de figure difficiles
trancher et pour lesquels
AFNOR Certification souhaite
au pralable soumettre les
rapports daudit des acteurs
indpendants, professionnels
rompus la mise en uvre
de certifications. Ce sont prcisment ces dossiers difficiles
quont instruire les experts
certification. Tous en activit,
ils sont pour la plupart responsables qualit, directeur QSE,
consultants, fortement aguerris.
Ils disposent dun savoir-faire
et dun professionnalisme
reconnu. Leur connaissance
des rfrentiels, des secteurs
dactivits, des principes,
pratiques et techniques daudits,
en font de surcrot de prcieux
interlocuteurs lheure o la
dcision daccorder, de renouveler ou pas une certification
se rvle dlicate. Sollicits
par AFNOR Certification
pour entrer dans lquipe des
experts certification, ils senga-

gent sur une charte et un code


de bonne conduite incluant
notamment un devoir de confidentialit. Ils maintiennent leur
connaissance des normes et
rfrentiels en participant rgulirement des rencontres et
tudes de dossiers organises
par AFNOR Certification.
Depuis son origine, le groupe
AFNOR a toujours souhait
sappuyer sur des personnes
titulaires dune vritable
expertise, acquise au fil dannes
de pratique, pour ouvrir le dbat
sur ces dossiers complexes
et pouvoir ainsi disposer dune
analyse fiable permettant de
prendre une dcision sre ,
retrace Murielle Roussel,
chef de projet senior au sein
du dpartement gestion des
expertises et des comptences
externes du groupe AFNOR.

When the experts


decide in complete
independence
When its not obvious as to
whether certification should
be granted or refused,
AFNOR Certification relies on
the professionals who have
experience in implementing
certification: the certification
experts. These professionals
offer a sharp-eyed, reliable
view of audit reports.
There are situations in the field
of certification when its obvious
that the vital document should
be issued, and others when
it must be refused. There are,
however, some cases that are
more difficult to decide on and,
for these, AFNOR Certification
likes to submit the audit reports
to a group of independent
professionals who have
experience in implementing

Une analyse pousse


Pour rendre leur avis sur
la dcision prendre, ces
professionnels sont runis au
sein dun groupe dvaluation
et de dcision (GED), spcialis
sur un secteur dactivit et
comprenant au minimum deux

p.19
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

.16

mars/march 2012

/ SUITE / FOLLOWING /

Quand les experts tranchent


en toute indpendance
When the experts decide in complete independence

experts certification. Il est


Leur connaissance des rfrentiels
primordial dtre plusieurs afin
et leur application sur le terrain permettent
de confronter les avis et les
aux experts de se prononcer et daccorder
expriences pour pouvoir se
ou non la certification.
prononcer de faon pertinente.
Nous nous devons dapporter
Their knowledge of frameworks of
une vritable valeur ajoute
reference and how they are applied in
fonde sur notre exprience
practice allows these experts to decide
du travail daudit , souligne
whether or not certification should be
Patrick Lancestre, expert certigranted.
fication depuis plus de dix ans
et par ailleurs responsable QSE
dune entreprise active dans
le domaine de la scurit lectrique. Les expertises sont
pousses. Les GED sont en
effet invits se prononcer
dabord sur la pertinence et
certification. These are the
daudit par rapport lentrela cohrence du programme
difficult cases that are examined
prise audite. Ils jugent
by the certification experts.
galement de ladquation
All working people, they are
des caractristiques du
mostly highly experienced
systme audit aux lments
du primtre de la certification quality managers, QSE directors
or consultants with recognised
demande. La rponse de
En chiffres
know-how and professionalism.
lentreprise
ainsi
que
les
190 experts externes
Their knowledge of frameworks
commentaires du responsable
qualifis composent le
of reference, business sectors,
daudit, pour chaque
vivier actuel des experts
and the principles, practices
non-conformit mineure ou
certification.
and techniques involved in
majeure, sont en outre passs mean that they are an invaluable
40 runions de groupes
au crible. Notre rle est
dvaluation et de
source of advice when the
dcision organises
de parvenir saisir la ralit
decision to grant, renew or not
par AFNOR Certification
de lorganisation sur laquelle
renew certification proves to be
en 2011.
nous sommes amens nous difficult. They are called in by
250 dossiers tudis par
prononcer. Cest notre pratique AFNOR Certification to join the
les experts certification
quotidienne et notre connaisteam of certification experts and
en 2011.
sance des rfrentiels et
commit themselves to a charter
de leur application sur le terrain and a code of good conduct,
The figures
including a duty of confidentiality.
qui nous permettent de
190 external qualified
They keep their knowledge of
discerner si la certification
experts making up
standards and frameworks of
peut tre accorde ou non ,
the current pool of
reference up-to-date by regularly
relate Christian Coupez, un
certification experts.
taking part in meetings and case
expert certification galement
40 GED meetings
studies organised by AFNOR
directeur
adjoint
QSE
chez
organised by AFNOR
Certification. From the outset,
Brezillon, filiale du groupe
Certification in 2011.
the AFNOR Group has always
Bouygues.
Par
ailleurs,
250 cases studied by
sought to rely on people who
les GED valuent au travers
the certification experts
have a real expertise acquired
du rapport daudit la prestation
in 2011.
through years of practice to
fournie par le responsable
open discussions on complex
daudit. Enfin, ils font remonter cases and offer a reliable analysis
des lments de jurisprudence that will help us make the right
au niveau du comit de
decision, said Murielle Roussel,
surveillance et damlioration,
senior project manager in the
et des commissions internes
AFNOR Groups expertise and
au groupe AFNOR.
skills management department.

p.20
action&performance16

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

An in-depth analysis
To give their opinions on
the decision to be taken, these
professionals meet as part of an
evaluation and decision-making
group (GED), which specialises
in a business sector and contains
at least two certification experts.
Its vital to have more than one
so that opinions and experiences
can be compared in order to
reach an appropriate decision.
Its up to us to provide real added
value based on our experience
of audit work, said Patrick
Lancestre, a certification expert
for over ten years and QSE
manager for a company involved
in the electrical safety sector.
The assessments are in-depth.
The GEDs are asked first of all to
give an opinion on the relevance
and coherence of the audit
programme in relation to
the company being audited.
They also offer a judgement
as to how the characteristics of
the audited system matched up
to the components of the scope
of the certification requested.
In addition, the companys
response and the auditors
comments are examined in
detail for each major or minor
non-compliance. Our role is to
try and grasp the reality of the
organisation were being called
on to judge. Our day-to-day
work and our knowledge of the
frameworks of reference and
how they are applied in practice
help us decide whether
certification may be granted
or not, said Christian Coupez,
a certification expert who is
also QSE Deputy Director
at Brezillon, a subsidiary of the
Bouygues Group. The GEDs
also use the audit report to
evaluate the service provided
by the auditor. Finally, they pass
on aspects of case law to the
supervisory and improvement
committee and the other internal
committees within the AFNOR
Group.

duo/ duo/

Semardel

Semardel structure
son dveloppement autour
dune dmarche QSE

Certifications\ labels\

Semardel

>> Le spcialiste de la collecte et la valorisation des dchets place


la responsabilit socitale dentreprise au cur de son action.

ISO 9001
ISO 14001
OHSAS 18001

Aurlien CHOUAT
Responsable QSE
de Semardel /
Semardels
QSE manager

Laurent PERROT
Auditeur / auditor
AFNOR Certification

En 2007, le groupe Semardel,


actif dans lingnierie, la collecte
et le traitement des dchets,
dcide de se lancer dans une
dmarche QSE. Son objectif :
scuriser des activits parfois
risques et amliorer la qualit
de ses prestations, mais surtout
se doter doutils structurants
pour poursuivre son dveloppement. Il nous fallait organiser
lensemble du groupe autour
doutils de management et
dorganisation communs,
et cela pour plusieurs raisons :
dabord, pour trouver les
ressources ncessaires notre
croissance, retrace Aurlien
Chouat, responsable QSE de
Semardel. Nous tions convaincus quune telle dmarche
reprsenterait un signal fort
pour nos partenaires, notamment financiers. Ensuite, pour
optimiser nos pratiques et
notamment limiter le poids de
la taxe gnrale sur les activits
polluantes dont nous sommes
redevables. Enfin, cette dmarche
constituait un point de dpart
vers une politique RSE volontariste . Impulse par la direction
gnrale, la dmarche QSE a

t mene bien en moins de


deux ans. Et ses apports sont
tangibles.

Semardel structures
its development around
a QSE procedure

Cohsion et implication

The waste collection and


recovery specialist places
Depuis 2007, nos rsultats
Corporate Social Responsibility
dexploitation sont en amliora- at the heart of its activities.
tion constante. Nos activits
In 2007, the Semardel Group,
sont dsormais parfaitement
which operates in the waste
structures autour de procengineering, collection and
dures. Le taux de frquence et treatment sector, decided to
de gravit des accidents lis
embark on a QSE procedure with
la collecte a t divis par deux the aim of making occasionally
en un an. Le systme de mana- risky activities safer, improving
gement intgr que nous avons the quality of its services and
providing the structuring tools it
dploy est le vritable outil de
gouvernance du groupe. Il nous needed to pursue its development.
We needed to structure the
sert de socle pour organiser
entire group around common
nos activits et notamment
management and organisational
notre communication en interne tools, for a number of reasons:
et en externe et ainsi rendre
firstly, to find the resources we
compte rgulirement de nos
needed to grow, said Aurlien
rsultats , dtaille Aurlien
Chouat, Semardels QSE manager.
Chouat. Un succs, dautant
We were convinced that such
que cette dmarche constitue a procedure would send out a
aussi un vritable atout commer- strong signal to our partners,

cial, et son appropriation par


lensemble des salaris une
ralit. Mme si nous avons
not quelques rticences au
dpart, chacun peroit lintrt
aujourdhui de pouvoir suivre
lactivit rgulirement avec des

p.21
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

.16

Semardel

mars/march 2012

/ SUITE / FOLLOWING /

Semardel structure son dveloppement


autour dune dmarche QSE

indicateurs prcis , souligne le


responsable QSE. Laurent Perrot
qui a audit Semardel confirme
cette adhsion : le groupe
a notamment mis en place un
baromtre social pour sassurer
que les quipes comprennent
et adhrent au projet. De plus,
des objectifs comportementaux
ont t intgrs au calcul
des rmunrations variables.
Cette dmarche sert par ailleurs

Repre
Socit dconomie mixte,
le groupe Semardel
est actif dans lEssonne,
en Eure-et-Loir et dans
les Pyrnes Atlantiques.
Il emploie 485 salaris
et a ralis 73 millions
deuros de chiffre daffaires
en 2011. Il organise ses
activits autour de 4 filiales :
Semaer, qui prend en
charge la collecte des
dchets mnagers et dactivit conomique, la
propret urbaine et lexploitation des dchetteries.
Semariv, filiale de
valorisation matire et
nergtique des dchets.
Semavert, qui gre le
centre de stockage des
dchets non dangereux
avec valorisation nergtique, la plateforme de
compostage des dchets
vgtaux, la plateforme
de valorisation du bois
et la carrire de graves
et sablons.
Semapro, active dans
lexpertise, lingnierie
et le conseil en modle
dconomie mixte et
valorisation des dchets.

de fondement une vritable


politique de communication
interne et externe qui permet
aux salaris comme aux partenaires et parties prenantes de
Semardel de suivre lvolution
du groupe , poursuit-il.
Sans compter que la dmarche
est rgulirement amliore
par laction dauditeurs internes
forms avec le concours du
groupe AFNOR. Ces auditeurs,
prsents dans toutes les filiales,
procdent des audits croiss.
Ce faisant, ils entretiennent
et amliorent en permanence
le systme, notamment grce
au benchmark quils effectuent
entre les diffrentes units du
groupe , prcise Laurent Perrot.
Autant dlments constituant
un levier pour aller plus loin,
et certainement vers une valuation ISO 26000. Cest lun de
nos objectifs dici deux trois
ans , confirme Aurlien Chouat.
En attendant, Semardel va
sattacher dans les prochains
mois transposer ses objectifs
QSE au sein dun projet
dentreprise qui fixera la
stratgie du groupe pour les
annes venir.

Marker
The Semardel Group is a semi-public company that
operates in the Essonne, Eure-et-Loir and Pyrnes
Atlantiques. It employs 485 people and had earnings
of 73 million euros in 2011. It organises its activities
within 4 subsidiaries:
Semaer, which is responsible for the collection of
household and business waste, urban cleansing
and the running of waste collection centres.
Semariv, which recovers materials and energy
from waste.
Semavert, which runs the storage centre for
non-dangerous waste, including energy recovery,
the plant waste composting platform, the wood
recovery platform and the gravel and sand quarry.
Semapro, which is involved in assessment,
engineering and consultancy linked to the semipublic company model and waste recovery.

Semardel

Semardel structures its development around a QSE procedure

La dmarche est rgulirement amliore par laction dauditeurs


internes forms avec le concours du groupe AFNOR.
The procedure is improved by the work of internal auditors
trained with the help of the AFNOR Group.

particularly our financial backers.


We also wanted to optimise our
practices and reduce the burden
of the overall tax on polluting
activities that we have to pay.
Finally, the procedure was
a starting point for a proactive
CSR policy. Supported by
Senior Management, the QSE
procedure was completed in less
than two years and has brought
tangible results.

Perrot, who audited Semardel,


confirms this support: The group
introduced a social barometer
to ensure that employees
understood and supported
the project. It also incorporated
behavioural targets into its
variable salary calculations.
The procedure also acts as the
foundation for a real internal
and external communication
policy that enables Semardels
employees, partners and
Cohesion and commitment
stakeholders to monitor the
groups development, he
Our operating results have
continued. And, of course, the
been in constant progression
procedure is regularly improved
since 2007. Our activities are
by the work of internal auditors
now totally structured around
trained with the help of the
procedures. The level of
AFNOR Group. These auditors
frequency and seriousness of
operate in all the subsidiaries
waste collection accidents was
and carry out cross-audits.
halved in a year. The integrated
In doing this, they are constantly
management system that we
maintaining and improving the
have deployed is a real group
system, particularly through the
governance tool. It acts as a
base for organising our activities benchmarking that they carry out
in the groups different units,
particularly our internal and
external communication and is said Laurent Perrot. All of this
serves as an encouragement to
used to regularly report on our
go even further and certainly
results, said Aurlien Chouat.
towards an ISO 26000 evaluation.
And the procedure is not only
Its one of goals two or three
a success; it also offers a real
years down the line, confirmed
commercial advantage and is
Aurlien Chouat. Meanwhile,
well supported by all employees.
Semardel will be working over
Although we noted some
the next few months to transpose
reluctance at the outset, everyone
its QSE targets into a company
can now see the advantage of
project that will set the groups
being able to monitor the activity
strategy for the coming years.
regularly, using precise indicators,
said the QSE manager. Laurent

p.22
action&performance16

AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

Lactualit de la marque NF/ NF mark


current events/

NF Logement :
des fondations solides pour 2012
Une marque NF
en bton pour
les poutrelles
A concrete NF mark
for beams

La marque connat une progression


remarquable. En 2010, 24 000
logements ont demand la marque
ou sa dclinaison HQE. En 2011,
ils taient 35 000 ! , relve Herv
Gyselinck, directeur du Ple NF
Logement de Cerqual, qui gre
la marque pour AFNOR Certification.
Sil est peu probable que lanne
2012 batte ce record, les perspectives demeurent encourageantes.
Par ailleurs, NF Logement se
dveloppe hors mtropole. Deux
oprations de lagence franaise
de dveloppement sont en cours
de certification en Martinique : elles
signeront les premiers certificats NF
Logement dmarche HQE aux Antilles.

Since 2008, concrete


beams designed for
beam-and-block floor
systems, fall in the
framework of the NF
EN 15037-1 standard.
A CE label is mandatory
since January 1st 2011.
Together with AFNOR
Certification, manufacturers
of the sector have decided
to maintain a voluntary
certification to complement
the regulatory CE marking,
which led to the creation of
the NF Concrete beams
label. It became effective
at the beginning of 2012.
This NF Mark guarantees
the products performances,
through controls carried out
by the Concrete industrys
centre of studies and
researches (CERIB) partnered
with the Building industrys
scientific and technical
centre (CSTB). This
referential, which succeeds
to the CSTBat certificate
for precast concrete
beams, also integrates
reinforced concrete beams.

en bref/
Keynotes/

NF Housing builds on solid


ground for 2012
What progress the NF Housing label
has made since 2004! 44 real estate
developers hold it nowadays.
The mark has experienced a remarkable
progression. In 2010, 24,000 housing
programs applied for the mark or its
High Environmental Quality declension.
In 2011, this figure rose to 35,000!,
notes Herv Gyselinck, head of the
housing department at Cerqual, the
organisation which manages the label
for AFNOR Certification. Chances
that 2012 will manage to break this
record are low, but perspectives remain
encouraging. Furthermore, the NF
Housing label is growing outside
Metropolitan France. Two real estate
operations led by Agence Franaise
de Dveloppement (French Agency
for Development) are currently being
certified in Martinique. They will be the
first NF Housing HQE certificates in the
French West Indies.

ADMR Vende : une dmarche


NF Services domicile en rseau
ADMR Vende regroupe 110 associations de services domicile, soit prs de 2 800
salaris et 1 500 bnvoles. La fdration a rcemment engag ses adhrents dans une
dmarche de certification NF Service. Aprs une phase test ralise avec trois associations volontaires, nous avons gnralis la dmarche, explique Anne-Lise Brachet, ADMR.
Aujourdhui, 23 associations sont certifies et une quarantaine ont dj pass leur audit.
La dmarche permet ces prestataires de services domicile de mutualiser des outils
communs et adaptables, qui contribuent amliorer le service dlivr leurs clients.

ADMR in Vende approaches NF Home services as a network

ADMR

Depuis 2008,
les poutrelles en bton
pour systmes de
planchers poutrelles
et entrevous font
lobjet de la norme NF
EN 15037-1.
Un marquage CE a
t rendu obligatoire
le premier janvier 2011.
En accord avec AFNOR
Certification, les industriels
concerns ont dcid
de maintenir une certification volontaire en
complment du marquage
rglementaire CE,
ce qui a conduit la
cration de la marque NF
poutrelles en bton .
Elle est entre en vigueur
dbut 2012. Cette dernire
garantit les performances
des produits au travers
de contrles effectus
par le centre dtudes
et de recherches de
lindustrie du bton (CERIB)
en partenariat avec
le centre scientifique
et technique du btiment
(CSTB). Ce rfrentiel,
qui succde la certification CSTBat pour
les poutrelles en bton
prcontraint, intgre
les poutrelles en bton
arm.

Quel chemin parcouru depuis 2004 pour NF Logement !


44 promoteurs en sont aujourdhui titulaires.

ADMR Vende federates 110 associations devoted to home services, which represents
about 2,800 paid-workers and almost 1,500 volunteers. The federation recently
committed its members to a NF Home Services certification approach. After a first test with
three willing associations, we decided to generalise this initiative, explains Anne-Lise Brachet
of ADMR. Today, 23 associations already hold the certificate and about 40 have been
audited. This approach enables these service providers to mutualise common tools, which
contribute to improve the service they deliver to their clients.

///////////// www.marque-nf.com ///////////////


p.23
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

action&performance16

Publications/

Salons/
AFNOR Certification
vous donne rendez-vous sur son stand :
Congrs national de la chambre syndicale du dmnagement
/ Marseille, Palais de lEurope / 13 et 14 avril /
Salon europen du dpannage
/ Saint-tienne, Parc des expositions / 26 au 28 avril /

Plante PME
Le rendez-vous des chefs dentreprises
/ Paris, Palais des Congrs / 28 juin /

Shows/
AFNOR Certification
looks forward to meeting you on its stand:
National Removers Association Conference
/ Marseille, Palais de lEurope / 13 and 14 April /
European breakdown repairs show
/ Saint-tienne, Palais des Expositions / 26 to 28 April /
BatiEnergie
The big event for members of the low consumption
and positive energy building trade
/ Paris, Porte de Versailles / 5 and 6 June /
Plante PME
The event for directors of small firms
/ Paris, Palais des Congrs / 28 June /

ction

performance

Directrice de la publication / Publisher : Florence Maux


Directrice de la rdaction / Editorial director : Nathalie Lochet
Rdactrice en chef / Editor : Anne-Sophie Morinet
Rdaction / Staff : Franoise Sigot, Elisabeth Ballery, et Marie-Hlne Towhill
Graphisme / Graphic artist : Perrine Gretener
Imprim par / Printed by : GDS IMPRIMEURS

11 rue Francis de Pressens 93571 La Plaine Saint-Denis Cedex France


T. : +33 (0)1 41 62 80 11 certification@afnor.org www.boutique-certification.afnor.org

Eco-label europen :
retours dexpriences
dtablissements
touristiques certifis
AFNOR Certification publie les rsultats
dune premire grande enqute, ralise fin 2011
auprs dune centaine dhbergements
touristiques et de camping certifis Eco-label
europen. travers ce retour dexpriences
on comprend pourquoi lEco-label europen,
qui fte ses 20 ans cette anne, na de cesse
daugmenter et voit son panel de certifis
se diversifier : rsidences htelires,
clubs hteliers, centres de vacances familiaux,
campings, chambres dhtes, etc.
Retrouvez lenqute en ligne sur
www.ecolabels.fr

The European Ecolabel in the


tourism sector: feedback from
certified establishments
AFNOR Certification publishes the results
of a first major survey carried out in late 2011
among a hundred European Ecolabel certified
tourist accommodation and camping
establishments. This feedback shows us why
the European Ecolabel, which celebrates its 20 th
birthday this year, has constantly increased
in popularity and seen a diversification in
the type of establishments certified: hotel-style
residential apartments, hotel clubs, family
holiday centres, campsites, guest rooms, etc.
See the survey online on
www.ecolabels.fr

K11 03 041 - 100523 - 2012/03. Document imprim sur papier certifi PEFC/BVC/CdC/10-31-1581

BatiEnergie
Le rendez-vous des professionnels du btiment
basse consommation et de lnergie positive
/ Paris, Porte de Versailles / 5 et 6 juin /

Tous droits de reproduction, textes et illustrations mme partiels, restent soumis laccord pralable de la directrice de la publication. La rdaction nest pas responsable des documents qui lui sont adresss spontanment.
No part of this publication may be reproduced in any form without the prior permission of the publisher. The editor accepts no responsibility for any unsolicited material submitted.
AFNOR Certification. SAS au capital de 18 187 000 . RCS Bobigny B 479 076 002. Photo de couverture : GraphicObsession.

Agenda/ Diary/