Vous êtes sur la page 1sur 24

LE MAGAZINE DAFNOR CERTIFICATION

AFNOR CERTIFICATION MAGAZINE

novembre/november
2013

21

ction
&
performance

P.02

P.11

ISO 9001 et ISO


14001 des normes
en rvision

Les services publics


se bousculent au
guichet de la qualit
Public services are queuing up
at the counter of quality

ISO 9001 and ISO 14001


standards under revision

P.03
Un train davance
pour Thalys
Thalys - ahead of the rest

P.06
Rhenaroll dans
la cour des grands
Rhenaroll makes
a name for itself

Ldito

ISO 9001 a ft cette anne ses 25 ans. Et malgr son ge,


elle reste loutil le plus utilis travers le monde pour piloter
son organisation. Cette norme est ainsi devenue au fil du
temps un outil de management au service de la comptitivit. Au
Japon et en Allemagne, pays souvent cits en rfrence, les entreprises lont bien compris : elles reprsentent 10 % des certifies au
niveau mondial !
Le succs de lISO 9001 est d sa capacit se renouveler en
sadaptant aux nouveaux besoins des organisations. Dailleurs,
elle entame sa prochaine mue puisque lISO annonce sa cinquime
version mi-2015. Elle vise permettre aux organisations de mieux
faire face aux volutions du contexte conomique et social des
annes venir. ce titre, la rvision adopte la structure universelle
HLS (High Level Structure) de lISO permettant lintgration des rfrentiels normatifs dans un seul et mme systme de management.
Elle ambitionne galement de rendre le contenu de la norme plus
gnrique et plus facilement applicable par les entreprises de
services. La norme ISO 14001 (environnement) suit la mme route.
La publication de la nouvelle version est, elle aussi, prvue en 2015.
Mais tout cela vous le savez dj, car nous ne manquons pas
de vous tenir informs des volutions de ces rfrentiels, au fil de
lactualit sur notre portail dinformations et nous reviendrons sur
le sujet dans les prochains numros dAction & Performance. Notre
objectif est de vous permettre davoir toutes les cartes en main pour
anticiper les volutions au sein de votre propre organisation.
Nous croyons fermement aux innombrables avantages que reprsentent ces deux normes. Depuis plus de 20 ans, nous sommes
vos cts pour quelles contribuent la russite de vos projets et de
votre dveloppement. Vous pouvez compter sur nous !

Florence Maux
Directrice gnrale dAFNOR Certification

Editorial
ISO 9001 celebrated its 25th anniversary this year.
Despite its age, it continues to be the most
commonly used organizational management tool
world-wide. As such, over time, this standard
has become a management tool promoting
competitiveness. In Japan and Germany,
countries which are often cited as the gold
standard, businesses have understood the benefits:
they represent 10% of certifications world-wide!
The success of ISO 9001 lies in its updatability,
adapting to organizations new requirements.
Furthermore, it is entering into its next
transformation with ISO announcing its fifth version
in mid-2015. Its aim is to enable organizations
to better cope with changes in the economic and
social context in the years to come. As such,
the revision is adopting the universal ISO HLS
(High Level Structure) format enabling
the incorporation of standards into a single
management system. Its aim is also that of making
the content of the standard more generic and easier
for service companies to apply. The ISO 14001
standard is following the same path. The publication
of the new version is also scheduled in 2015.
However, you will already be aware of all this,
as we have been keeping you informed without fail
of the changes to these standards via the news on
our portal and we will be returning to the topic in our
issues of Action & Performance. It is our objective
to provide with all the necessary tools to anticipate
changes within your own organization.
We firmly believe in the innumerable advantages
offered by both these standards. For over 20 years,
we have been by your side to ensure that they have
a role in the success of your projects and your
development. You can count on us!
Florence Maux
Managing Director of AFNOR Certification

p.02
action&performance21

.21

rencontre/ a meeting
with.../

novembre/november 2013

Thalys

Thalys, pionnier ferroviaire


de la certification
NF Service Transport

Certifications/
NF Service Transport
ISO 9001
(service clientle en partie)

>>>>>> Le 26 aot 2013, AFNOR Certification a dlivr pour la premire fois un


certificat NF Service Transport un acteur du transport ferroviaire, en loccurrence
la ligne Paris-Bruxelles de Thalys. Ponctualit, information, accueil, confort,
propret, le rfrentiel de cette certification compte 22 critres-cls, dont 12
obligatoires.

Thalys

Franck GERVAIS,
P-dg de Thalys.

Quels sont pour vous les enjeux


de cette certification NF Service
Transport ?

Franck Gervais (FG) : Cest avant tout


une reconnaissance externe objective
qui lgitime notre qualit de service. Nous
disposions dj de nos propres tableaux de
bord, de nos questionnaires de satisfaction
client, mais la certification apporte un plus
incontestable. Cest un juge de paix que
personne ne peut contester. En interne,
cette certification valorise tous les agents
qui assurent le service. Pour eux, il sagit
dune magnifique reconnaissance de
leur travail quotidien. La certification est une
source de motivation supplmentaire pour
rpondre encore mieux aux besoins de nos
voyageurs. Dailleurs, la dmarche de certification nous a permis de rgler des dysfonctionnements dcouverts cette occasion.
Par exemple, notre animation de la qualit
de service ne permettait pas de fermer
la boucle qualit. Les informations en provenance de la qualit arrivaient trop tard
en production, tandis que cette dernire
ne remontait pas toujours les points noirs.
Autre exemple : nous avons point lobsolescence prmature de nos afficheurs
de destination. Nous avons donc engag
un programme dinvestissement pour les
renouveler. Jajoute que nous sommes fiers
dtre les pionniers de cette certification
parmi les acteurs du transport ferroviaire.

Thalys, a railway pioneer in


NF Transport Service certification
On August 26, 2013, for the first time,
AFNOR Certification awarded an NF
Transport Service certificate to a member
of the railway sector, in this case, the
Thalys Paris-Brussels line. Punctuality,
information, reception, comfort, cleanliness,
etc., this certification standard includes
22 key criteria, 12 of which are mandatory.
Three questions for Franck Gervais,
CEO of Thalys.
In your view, what are the stakes involved
in this NF Transport Service certification?
Franck Gervais (FG): Above all, it represents
an objective external recognition, endorsing
our quality of service. We already had our
own management dashboards, our customer
satisfaction questionnaires, but certification offers
an undeniable added bonus. It represents
an indisputable arbiter. Internally, this
certification is rewarding for all the agents
providing the service. For them, it represents
a wonderful recognition of their day-to-day
work. Certification is a further source of
motivation to continue to strive to meet our

p.03
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

Thalys

novembre/november 2013

/ SUITE / FOLLOWING /

Thalys, pionnier ferroviaire


de la certification NF Service Transport
Thalys, a railway pioneer in NF Transport Service certification

T
haly
s

La certification est une source


de motivation supplmentaire
pour rpondre encore mieux aux
besoins de nos voyageurs.
Franck Gervais, P-dg de Thalys.
Certification is a further source
of motivation to continue to strive
to meet our passengers needs.
Franck Gervais, CEO of Thalys.

Repres
Bienvenue chez nous .
Tel est le mot dordre
de Thalys, le train rouge
grande vitesse qui relie
Paris Bruxelles en 1h22,
Cologne en 3h14 et
Amsterdam en 3h18.
Thalys est un consortium
dtenu par la SNCF (62 %),
la SNCB (28 %) et la
Deutsche Bahn(10 %).
Il transporte chaque anne
plus de six millions de
voyageurs et ralise
479 millions deuros de
chiffre daffaires. Il compte
une centaine de salaris
Highlights
Welcome to our world.
This is the slogan of
Thalys, the red high-speed
train connecting Paris to
Brussels in 1 hour 22 min,
Cologne in 3 hours 14 min
and Amsterdam in 3 hours
18 min. Thalys also serves
the three German cities
of Dsseldorf, Duisburg
and Essen. Thalys is a
consortium owned by SNCF
(62%), SNCB (28%) and
Deutsche Bahn (10%).
Each year, it carries over
six million passengers and
generates 479 million Euro
in turnover. It employs
a staff of around one
hundred.

Quest-ce qui, selon vous,


fait la qualit de cette dmarche
de certification ?

FG : Elle est la fois exigeante et crdible.


Exigeante, parce quelle fixe des objectifs
ambitieux, notamment en termes de rgularit du trafic. Crdible, parce quil est
possible datteindre ces objectifs court ou
moyen terme. En effet, le rfrentiel de certification tient compte de la complexit et des
spcificits du trafic ferroviaire international.
Lorsquon se rend de Paris Amsterdam,
on traverse trois pays, il faut donc composer
avec des lgislations, des rgles de priorit
des circulations des trains propres chaque
pays. La certification tient compte de cette
spcificit du transport ferroviaire. Cela tient
au fait quelle a t labore par les acteurs
du monde ferroviaire, grce la dmarche
participative propose par AFNOR Certification. Je tiens saluer son approche qui,
bien loin dune simple vision administrative
de la certification, prend en compte les
contraintes des industriels et leurs spcificits, tout en intgrant activement les associations de voyageurs.

Quelles sont
vos perspectives ?

FG : Nous avons certifi notre ligne ParisBruxelles qui reprsente certes la moiti de
notre chiffre daffaires, mais dautres sont en
plein dveloppement dans notre portefeuille.
Ainsi, Paris-Amsterdam et Paris-Cologne
prsentent de belles perspectives de dveloppement. Nous allons donc nous atteler
la certification de ces deux lignes. Nous
souhaitons tre certifis sur lensemble de
notre territoire dintervention.

p.04
action&performance21

AFNOR Certification - www.afnor.org/certification

passengers needs. Furthermore,


the certification process has enabled us
to resolve any failures detected. For example,
our quality of service management system
was not allowing us to meet quality targets.
Information from the quality department
reached production too late, while production
did not always report problems. A further
example: we highlighted the premature
obsolescence of our destination display
boards. For this reason, we initiated an
investment program for their replacement.
I would like to add that we take pride in
pioneering this certification for the railway
sector.
In your view, where does the quality
of this certification process lie?
FG: It is both rigorous and credible. Rigorous,
since it sets ambitious targets, particularly
in terms of traffic regularity. Credible, since
these targets can be met in the short or
medium-term. Indeed, the certification
standard accounts for the complexity and
specific aspects of international rail traffic.
When traveling from Paris to Amsterdam,
you pass through three countries, so it is
necessary to comply with the legislation and
train traffic right-of-way regulations specific
to each country. The certification standard
takes this specific aspect of rail transport into
account. This is because it was defined by
stakeholders in the railway sector, through the
participative approach proposed by AFNOR
Certification. I welcome this approach which,
far from being merely an administrative view
of certification, accounts for constraints and
specific aspects in the industry, while actively
including passenger associations.
What are your prospects?
FG: We have certified our Paris-Brussels line,
which admittedly represents half of our turnover,
but others are under development in our
portfolio. As such, Paris-Amsterdam and
Paris-Cologne offer splendid growth prospects.
Therefore, we are now going to tackle the
certification of these two lines. We aim to be
certified throughout our area of operation.

rencontre/ a meeting
with.../
Malongo

ISO 14001

Prcurseur du commerce quitable, le torrfacteur


niois a obtenu la double certification AFAQ ISO 14001
et AFAQ OHSAS 18001. Emily Neyme, charge dassurance qualit, revient sur le droulement et les
apports de cette dmarche.
Lthique, la qualit et le dveloppement durable sont les
fondements de la russite de Malongo. Cette socit ne
en 1934 a pendant longtemps mis en place des outils
permettant daccompagner son dveloppement mais
sans les faire reconnatre. Certifie AFAQ ISO 14001 en
2008, la socit a lanc en 2010 une dmarche AFAQ
OHSAS 18001. Mme si notre mtier prsente peu de
risques, nous avons voulu prendre en compte cette
dimension et nous amliorer encore sur le sujet. Nous
avons donc mis lhypothse quun systme de
management intgr serait plus efficace. Aujourdhui,
nous en sommes convaincus. Nous disposions dj de
nombreux indicateurs, mais la dmarche de certification
conjointe a permis de poser les bonnes questions et
dapporter les meilleures rponses. Nous avons travaill
sur les scnarii qui permettent de matriser les risques en
amont, et cela sur lensemble des champs de la qualit,
de la scurit et de lenvironnement. Et la dmarche de
certification, trs participative, sest rvle enrichissante pour chacun dentre nous. Nous avons cr des
groupes de travail avec lensemble de lencadrement afin
de dfinir les procdures. Ensuite, lentreprise a opt pour
un dploiement du systme par tapes. La totalit des
collaborateurs du sige, de lusine, du SAV des machines
caf et de lentrept qui grent lemballage et la vente
distance, ont t forms, soit le primtre certifi en
octobre 2012.

Des apports vecteurs de diffrenciation


Avec un an de recul, poursuit Emily Neyme, nous avons
une ide prcise des apports de cette approche conjointe.
Dabord, personne ne vit ces dmarches comme une
contrainte, mais plutt comme un moyen de faire progresser lensemble de lorganisation. De plus, les mthodes
de travail sont maintenant plus efficaces : les indicateurs
sont quantifiables et permettent de se situer par rapport
des objectifs, avec des rsultats tangibles en termes
damlioration continue. Chacun dentre nous a une
vision globale de sa mission, dans le sens o il sait prcisment quoi il contribue. Cette double dmarche
comporte aussi des rpercussions en externe : les clients
sont trs attentifs aux informations publies dans le livret
thique, qui reprend les indicateurs et dresse un bilan
annuel des actions dployes. Cela tant, Malongo
souhaite aller au-del pour faire en sorte que les efforts
mis en place ici se prolongent en dehors. Nous mettons
profit le journal interne pour diffuser des messages
concernant le gaspillage, la protection contre les
incendies, etc. Une faon de sensibiliser le public autour
de nous et de faire valoir notre diffrence.

OHSAS 18001
IFS version 6 en niveau suprieur
Certifie biologique et commerce
quitable pour certains produits

How certificates help Malongo


coffees to perform
A pioneer of fair trade, the Nice-based roaster has
obtained a double AFAQ ISO 14001 and AFAQ OHSAS
18001 certification. Emily Neyme, in charge of quality
assurance, looks back on the implementation and
benefits of this approach.
Ethics, quality and sustainable development constitute
the foundation of Malongos success. This company born
in 1934 has been using tools to support its development
for a long time, without having them acknowledged. But
after an AFAQ ISO 14001 certificate in 2008, the company
launched an AFAQ OHSAS 18001 approach. Even if our
business doesnt generate much risk, we wanted to take
this dimension into account and become even better on
the subject. We supposed that an integrated management
system would prove more efficient. Today, we are convinced.
We had already implemented numerous indicators, but
the joint certification approach enabled us to ask
ourselves the right questions and to give them the best
answer possible. We worked on scenarios, which allow us
to manage risks upstream, on all the fields of quality,
security and environment. This very participative certification
approach proved to be rewarding for each of us. We
created working groups with the whole management in
order to define procedures. Then, the company opted for a
step-by-step deployment of the system. All the staff from
the headquarters, the plant, the coffee machines after
sales service and from the warehouse, which deals with
packaging and mail order, have been trained. This whole
perimeter was certified in October 2012.

Structurante en interne, la double


certification sest impose comme
un lien entre le torrfacteur et ses clients.
This dual certification has developed
into a genuine link between the coffee
manufacturer and its customers.
Malongo

Comment les certifications


contribuent faire gagner
les cafs Malongo en performance

Malongo

Certifications/

Repres
SA spcialise dans la torrfaction
de cafs et leur vente, ainsi que
la commercialisation de machines
caf. Bas Carros, dans larrirepays niois, Malongo a torrfi lan
dernier prs de 7 000 tonnes de caf.
Positionne sur la fabrication de cafs
haut de gamme, lentreprise est
devenue le premier intervenant des
cafs issus du commerce quitable
et de lagriculture biologique. Elle
se fournit essentiellement auprs de
petits producteurs indpendants et
perptue un savoir-faire hrit de ses
fondateurs, propritaires dune petite
brlerie de caf installe au centre de
Nice en 1934. Malongo est galement
la tte dun rseau de boutiques.
317 salaris
Chiffre daffaires : 98 millions deuros

Differentiation-bringing benefits
A year later, keeps on Emily Neyme, we now have a
precise idea of this joint-approachs benefits. First of all,
nobody experiences them as a constraint but rather as
a means to help the whole organisation progress.
Furthermore, work methods have become more efficient:
with quantifiable indicators we can evaluate our
performance in regard to our goals, with tangible results
to lean on in terms of continuous improvement. Each of
us has a global vision of his or her mission, i.e. he or she
knows precisely how and to what he or she contributes.
This double approach also impacts us externally: clients
pay a lot of attention to the information we publish in our
ethical leaflet, which communicates on indicators and
reports on the actions of the year. That being so, Malongo
aims to progress even further in order to ensure that its
internal efforts meet a wider public. We rely on our intern
newsletter to broadcast internal messages regarding
wastage, fire protection, etc. Its a way to raise the
publics awareness around us and to assert our
difference.

Highlights
Limited company specialised in
coffees roasting and their trade, as
well as coffee machine sale. Based in
Carros, in Nice hinterland, Malongo
roasted last year over 7,000 tons of
coffee. Positioned on the manufacturing
of top-of-the-range coffees, the
company has become the first trader
of fair-trade and organic-farming
issued coffees. It essentially gets its
supplies from independent small
producers and carries on the knowhow inherited from its founders, who
owned a small coffee roastery in the
centre of Nice in 1934. Malongo also
manages a network of small shops.
317 employees
Turnover 2012: 98 M

p.05
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

novembre/november 2013

Rhenaroll

Rhenaroll
dans la cour des grands

Certifications/
ISO 9001
ISO 14001
OHSAS 18001

>>>>>>>>>>> Rhenaroll a t certifie QSE (qualit, scurit, environnement).


Une certification qui a permis cette petite entreprise spcialise dans le
traitement de surface de conqurir de nouveaux clients. Entretien avec Francis
Ringler, directeur gnral.

otol
st-f
lko
stil

ia .com

Pourquoi avez-vous souhait


obtenir une certification des systmes
de management QSE ?

Javais la vision
dun systme obligatoire.
Cest en dcouvrant
lintrt de la certification,
que nous avons dcid
de nous lancer.
Francis Ringler.
I had the idea in my head of
a mandatory system. When
we found out the benefits of
certification, we decided to get
started. Francis Ringler.

Francis Ringler (FR) : Jai pris la direction


de Rhenaroll en 2010. Lentreprise tait
certifie AFAQ ISO 14001 depuis 2009.
Nous utilisons des produits de traitement
de surface, nous devons donc tre irrprochables en matire de respect de lenvironnement. Pour cette mme raison et
aussi parce que nous manutentionnons
de grandes et lourdes pices, il est primordial que nous attachions la plus haute
importance la sant et la scurit
de nos salaris. Jai pens quil tait donc
important dtre certifis AFAQ OHSAS 18001.
Notre responsable Environnement ma aid
dcouvrir la norme, jai constat quelle
tait particulirement bien construite, quelle
reprsentait un levier de progrs notamment
avec le systme de recherche de cibles, de
gestion des non conformits, damlioration
continue. Dans le mme temps, je me suis
aperu que cette certification portant sur
la scurit tait conue de la mme faon
que celle concernant la qualit ISO 9001 ,
avec des arborescences identiques. En
outre, nous pouvions lintgrer dans notre

p.06
action&performance21

AFNOR Certification - www.afnor.org/certification

Rhenaroll makes a name for itself


Rhenaroll has been awarded QSE
(Quality, Safety, Environment) certification.
This certification has enabled this SME
specialized in surface treatment to win
new clients. Interview with Francis Ringler,
Managing Director.
Why did you want to obtain QSE
management system certification?
Francis Ringler (FR): I took over the
management of Rhenaroll in 2010. The
business had been AFAQ ISO 14001-certified
since 2009. We use surface treatment
products and therefore we need to be
beyond reproach in terms of respect for the
environment. For the same reason and also
because we handle large and heavy items,
it is essential that we attach the utmost
importance to the health and safety of our
workers. Therefore, I felt that it was important
to be AFAQ OHSAS 18001-certified. Our
Environment Manager introduced me to the
standard and I found that it was particularly
well designed and represented a lever for
progress, particularly with the target research,
nonconformity management, continuous
improvement system. At the same time,
I observed that this safety certification was
designed in the same way as that applicable
to quality ISO 9001 , with the same
hierarchical structures. In addition, we would
be able to integrate it into our initial system
only for the environment. I had discussions
with my team and we decided to initiate the

rencontre/ a meeting
with.../

La certification a permis
avant tout Rhenaroll de
conqurir de nouveaux clients.
Above all, certification
has enabled Rhenaroll to win
new clients.

zstock-fotolia.com

systme initial uniquement pour lenvironnement. Jen ai parl mon quipe et nous
avons dcid de nous lancer. Pour mener
la dmarche, nous avons recrut un jeune
ingnieur qui cherchait un contrat de professionnalisation de 7 mois. En mai 2012,
nous avons dcroch la certification QSE
avec une seule non conformit mineure.
Que vous a apport la certification QSE ?
FR : Avant tout, la certification nous a
permis de conqurir de nouveaux clients.
Certains se sont adresss nous parce
quils savaient que nous tions certifis
QSE, ce qui les a dailleurs surpris, vu notre
taille. Pour eux, cest un gage de srieux
et de prennit de lentreprise. Deuxime
apport, la dmarche nous a permis damliorer la scurit et la sant du personnel
sur notre site. Nous sommes devenus plus
rigoureux en matire de consignation des
quipements et de suivi des vnements.
En particulier, nous recensons et analysons
les chappes belles ou presque
accidents , ce que nous ne faisions pas
avant. Enfin, en matire de qualit, nous
allons plus en profondeur dans la recherche
des causes racines de dysfonctionnements,
ce qui nous permet de mieux les traiter,
donc damliorer notre niveau de qualit.
Selon vous, pourquoi les TPE/PME
hsitent-elles sengager dans
des dmarches de certification ?
FR : Les dmarches de certification
paraissent trs compliques nombre de
dirigeants de TPE/PME qui nen peroivent
pas immdiatement lintrt. Javais moimme la vision dun systme obligatoire pas
forcment utile. Cest en dcouvrant lintrt
de la certification, ce que cela pouvait nous
apporter, que nous avons dcid de nous
lancer. Le jeune ingnieur que nous avons
recrut navait aucune connaissance sur les
systmes de progrs continu (PDCA, lean
management, 5S, 5M) et de certification.
Et pour cause : ce nest pas assez enseign
dans les formations initiales. Il nest donc
pas tonnant que lon ne peroive pas bien
lintrt des dmarches de certification
dans les TPE/PME. Je suis favorable ce
quelles soient enseignes dans les coles
dingnieur.

process. For the process, we recruited a


young engineering graduate who was looking
for a 7-month professional training contract. In
May 2012, we were awarded QSE certification
with only one minor nonconformity.
What have been the benefits of QSE
certification for you?
FR: Above all, certification has enabled us to
win new clients. Some contacted us because
they knew that we were QSE-certified, which
they found surprising, given our size. In their
view, it is a sign that the business is committed
and in for the long-run. Secondly, the process
has enabled us to improve the health and safety
of the personnel on our site. We are now more
thorough in respect of equipment logging and
event tracking. In particular, we record and
analyze close calls or near accidents, which
we did not do previously. Finally, in terms of
quality, we go further in searching for the root
causes of failures, enabling us to handle them
better and thus improve our level of quality.
In your view, why are microbusinesses
and SMEs hesitant about entering into
certification processes?
FR: To many managers of microbusinesses
and SMEs, the certification processes seem
very complicated and they do not see an
immediate benefit. In my own case, I had
the idea in my head of a mandatory, and not
necessarily useful, system. When we found
out the benefits of certification and what
it could offer us, we decided to get started.
The engineering graduate that we recruited
had no previous knowledge of continuous
improvement (PDCA, lean management, 5S,
5M, etc.) and certification systems. And for
a good reason: they are not taught enough
in initial training courses. Therefore, it is
no surprise that microbusinesses and SMEs
do not see the benefit of certification
processes. In my view, they should be taught
at engineering college level.

Repres
Cre en 1990 sous forme dune
joint venture entre le Canadien Court
Holding et Constellium, Rhenaroll
est spcialise dans le traitement
de surface (chromage dur) et la
rectification cylindrique de grande
prcision de grandes pices (100 kg
50 tonnes). Son principal march :
le laminage daluminium. Lentreprise
travaille pour Constellium et, dans
une moindre mesure, pour Novelis,
les deux principaux acteurs
europens. Installe Biesheim
(Haut-Rhin), Rhenaroll emploie
15 salaris et ralise 3 millions deuros
de chiffre daffaires.
Highlights
Founded in 1990 in the form of a
joint venture between the Canadian
firm Court Holdings and Constellium,
Rhenaroll is specialized in the
surface treatment (hard chromeplating) and high-precision
cylindrical grinding of large items
(100 kg to 50 tons). Its primary
market: aluminum rolling. The
company works for Constellium and,
to a lesser extent, for Novelis,
both major European players. Based
in Biesheim (Haut-Rhin, France),
Rhenaroll employs a staff of 15 and
generates 3 million Euro in turnover.

p.07
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

AFNOR Certification actus/

novembre/november 2013

AFNOR Certification dlivre


son 500me certificat Qualit en optique
Soumis aux exigences croissantes des prescripteurs et
des financeurs, les opticiens
sont de plus en plus nombreux
sengager dans une dmarche
de certification volontaire
Qualit en optique. Au 30 juillet,
500 opticiens avaient dj reu
ce certificat au terme dune
double vrification mene par
AFNOR Certification : une visite
mystre et un audit permettant
de vrifier le respect de 15 engagements de service pris par
le magasin. Le chiffre de 1 000
certifis devrait tre atteint
prochainement. De quoi prouver
de manire sure et indpendante
la qualit des prestations
fournies aux clients dsorients
par la multiplication des offres
disparates et souvent faussement allchantes.

Mdico social :
la 1 000me certification
de personne atteinte
AFNOR Certification a dlivr
cet automne la 1 000 me certification de personne dans le
secteur mdico social. Lance
en 2008, elle accompagne les
tablissements mdico sociaux
se prparer aux exigences
de la loi de 2002, qui les oblige
se soumettre une valuation
dici 2015. Cette offre vise
quatre fonctions des niveaux

diffrents. Elle permet en premier


lieu aux valus de gagner
en comptences et, dans un
deuxime temps, aux organisations de profiter de ces savoirs
largement diffuss par les titulaires
de la certification. Elle reprsente
une garantie vidente de qualit
pour les personnes accueillies et
les rsidents des tablissements.
Enfin, cette certification est
aux yeux des pouvoirs publics
un outil rpondant parfaitement
aux exigences de la loi de 2002,
qui impose une rorganisation
des tablissements du secteur.

p.08
action&performance21

AFNOR Certification - www.afnor.org/certification

AFNOR Certification
delivers it 500th Quality
in Optic certificate
Faced with the growing
demands of both prescribers
and financers, opticians choose
more and more to commit to
a Quality in Optic certification.
Last July, 500 of them had already
received the certificate after
a double check conducted
by AFNOR Certification:
a mystery-visit and an audit
to verify the conformity with the
15 service-commitments taken on
by the store. Up to 1,000 certificate
holders could very well become
reality in the near future. A means
to demonstrate, in a sure and
independent way, the quality of
the service provided to clients who
are often lost in the sea of multiple,
heterogeneous and, too often,
deceitfully tempting offers.

Medico-social: the 1,000 th


person certification has
been reached
This fall, AFNOR Certification
delivered its thousandth person
certification in the medico-social
field. Launched in 2008, it helps
medico-social establishments
to comply with the 2002-law
requirements, which requires them
to submit to an evaluation before
2015. This offer addresses four
different functions at various levels.
Firstly, it enables evaluated- people
to gain in competencies and
then, organisations to benefit from
the knowledge largely spread by
certificate holders. It represents
an obvious guarantee of quality
for patients and residents of these
establishments. Finally, this
certification stands in the public
authorities opinion, as a perfect
tool to answer the 2002-laws
requirements, which imposes a
major reorganisation of the sectors
establishments.

AFNOR Certification
agr pour la certification de durabilit
des biocarburants
Les oprateurs de
la chane de production
et de distribution
des biocarburants et
bioliquides, qui nont pas
recours un systme
volontaire reconnu par la
Commission europenne,
avaient jusquau 31 octobre
pour obtenir la certification
de durabilit de leurs
produits. Le certificat
pouvant tre dlivr par
AFNOR Certification, agr
depuis le 5 juin en tant
quorganisme certificateur
du systme national de
durabilit pour les biocarburants. Cette certification
est une condition ncessaire, pour permettre aux
oprateurs de bnficier
dune fiscalit incitative
et contribuer la ralisation
des objectifs nationaux en
matire d'nergies renouvelables.

AFNOR Certification
fit to deliver the
sustainability of biofuels certification
The actors of the bio-fuels
and bio-liquids production
and distribution chain,
which dont resort to a
voluntary system recognised
by the European Commission,
had up until October 31st
to obtain the sustainability
certification of their products.
AFNOR Certification, accredited
since June 5th as a certification
body for the national biofuels sustainability national
programme, is able to deliver
this certificate. This certificate
is mandatory in order to
allow operators to benefit
from an incentive tax level and
to contribute to the national
goals in terms of renewable
energies.

clients en bref/ customer


round-up/

G. Consult Finances,
Tours, et Arobas Finance,
Paris, ont opt pour une
dmarche de certification AFAQ
ISO 22222 en vue dapporter
leurs clients des gages
de srieux quant leurs
procdures et leur thique .
Ces spcialistes du conseil en
gestion de patrimoine deviennent ainsi les deux premiers
acteurs de leur secteur
obtenir cette certification.
La dmarche intgre les
obligations de la profession et
fixe des exigences supplmentaires concernant la rigueur
du processus de conseil,
les comptences, lthique
et lexprience des dirigeants
et des conseillers.

Two wealth-management
consulting firms certified
AFAQ ISO 22222
G. Consult Finances in Tours
and Arobas Finance in Paris
have chosen to engage in an AFAQ
ISO 22222 certification approach
in order to give their clients tokens
of their professionalism in terms
of procedures and ethics. These
experts in wealth management
advice thus become the first two
actors in their field to gain this
certification. The approach integrates
the professions requirements
and sets supplementary criteria
concerning the rigor of the
consulting process, competencies,
ethics and the level of experience
both for the director and consultants.

lire :

Swiss Post Solutions France


certifi AFAQ ISO/CEI 27001
En 2010, Swiss Post Solutions
France nenregistrait presque
aucune demande de scurisation de linformation de la part
de ses clients. Aujourdhui,
la moiti dentre eux exige
la certification AFAQ ISO/CEI
27001. Cette requte,
conjugue la volont de
la Poste Suisse de voir certifis
tous ses sites Swiss Post
Solutions dans le monde,
a conduit sa filiale franaise
engager une dmarche depuis
un an. Certifi cet t pour son
traitement scuris de linformation, Swiss Post Solutions
France enregistre dj des

retours positifs. Cette


dmarche offre un vritable
avantage concurrentiel. Et
sur le plan pratique, elle nous
permet dassurer une continuit dactivit, quel que soit
le type dincident , analyse
Marilyn Masselis, responsable
QSE de Swiss Post Solutions
France.

Swiss Post Solutions


France obtains its
AFAQ ISO/CEI 27001
certification
In 2010, Swiss Post Solutions
France registered little to no
requests regarding information

le tmoignage
complet sur afnor.org
+ un article sur la nouvelle
version de la norme
en page 20.
Read the full testimony on
afnor.org, and read
the article on page 20.

security from its clients. Nowadays,


half of them require the AFAQ
ISO/CEI 27001 certification. This
demand, combined with the will of
the Swiss Post to see all its Swiss
Post Solutions sites in the world
certified, led the French subsidiary
to engage in the approach a year
ago. Certified this summer for
its secure treatment of information,
Swiss Post Solutions France
already records positive feedback.
This approach creates a true
competitive asset. And on a more
practical note, it enables us to
guarantee our business continuity,
whatever the type of incident
were faced with, analyses Marylin
Masselis, QSE manager for Swiss
Post Solutions France.

La papeterie Norske Skog Golbey,


premier eco labellis europen
papier journal en France
La papeterie Norske Skog
Golbey, situe prs dEpinal,
relve lun des dfis majeurs
des papetiers pour les annes
venir : accrotre lutilisation de
produits recycls. Cette filiale
du groupe papetier norvgien
Norske Skogindustrier ASA,
leader mondial de lindustrie
des papiers de publication,
devient ainsi le premier eco
labellis europen papier
journal en France. Un certificat dlivr par AFNOR Certification le 29 juin dernier. Les
deux rfrences concernes
par cette certification sont
fabriques partir de pte
papier et/ou de papier
rcupr. Elles sont utilises
pour limpression de journaux

ou autres imprims dont le


grammage est compris entre
40 et 65 g/m2.

Paper manufacturer
Norske Skog Golbey
becomes the first
to obtain the European
eco-label for news
paper
Paper manufacturer Norske
Skog Golbey, located near Epinal,
has tackled one of the major
challenges for years to come:
increasing the use of recycled
products. This subsidiary of the
Norwegian paper-manufacturing
group Norske Skogindustrier ASA,
world leader in the industry of
publishing and printing papers,
has thus become the first to be

Norske Skog Golbey

Deux cabinets de
conseil en gestion de
patrimoine certifis
AFAQ ISO 22222

awarded with the European eco-label


news paper in France. The certificate
was delivered by AFNOR Certification
last June 29th. The two products
falling under the certifications
perimeter are made with paper pulp
and/or salvaged paper. They are
used for printing newspaper or other
printing work for which the basis
weight is comprised between 40 and
65 g/m2.

p.09
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

clients en bref/ customer


round-up/

novembre/november 2013

Aprs lISO 9001, lAfpia-SolFi2A


dcroche une certification
AFAQ OHSAS 18001
directeur adjoint et responsable
QSE de lAfpia-SolFi2A, dsormais sur le point dengager une
dmarche ISO 14001.

Afpia-SolFi2A obtains
its AFAQ OHSAS 18001
in the wake of ISO 9001
Last April 24th, Thierry Cureau,
AFNOR Pays de la Loire delegate,
awarded Afpia-SOlFi2A
a consulting and training firm
specialised in housing professions
with an AFAQ OHSAS 18001
certificate. It honours its continuous
improvement approach in the field
of occupational health and safety.
This certification extends the
ISO 9001 certificate they obtained

Six PME gardoises


labellises diversit
Si les grands groupes
se sont largement appropri
le label Diversit, il est plus
rarement observ dans les
petites entreprises. Pourtant,
ses exigences visant prvenir
les discriminations de tout
ordre sur le lieu de travail sont
largement accessibles aux
PME et TPE. En tmoignent
six entreprises installes dans
le Gard qui AFNOR Certification vient de dcerner ce label,
et qui emploient chacune
entre 7 et 50 personnes.

Afpia-SolFi2A

Le 24 mai dernier, Thierry


Cureau, dlgu AFNOR Pays
de la Loire, a remis lAfpiaSolFi2A, organisme de conseil
et de formation spcialiste
des mtiers de lhabitat,
le certificat AFAQ OHSAS
18001. Il couronne une
dmarche damlioration
continue en sant et scurit
au travail. La certification
sinscrit dans le prolongement
de lISO 9001 obtenue
en 2007. Nous souhaitons
tre exemplaire vis--vis
de nos clients et adhrents
et leur montrer le chemin ,
commente Samuel Richard,

Ce parcours de labellisation
a t conduit sous lgide
de la CCI dAls-Cvennes,
en partenariat avec le conseil
gnral du Gard, dans le
cadre dune opration collective pilote au niveau national.
Il sest tal sur un an et
devrait faire cole puisque
la CCI dAls-Cvennes
et le conseil gnral du Gard
ont dj convenu de rditer
lopration avec un nouveau
groupe dentreprises.

in 2007. We aim for exemplarity


towards our clients and members,
in order to show them the way,
comments Samuel Richard, deputy
executive manager and head of
QSE for Afpia-SolFi2A, which
is now on the verge of launching
an ISO 14001 approach.

Six small companies


from the Gard region
get the Diversity label
If big firms have widely
appropriated the Diversity label,
small businesses rarely go for it.
Yet, its requirements aiming to
prevent any kind of discrimination
in the work place are largely
accessible to small businesses.
6 companies settled in the Gard
can testify to that after AFNOR
Certification awarded them with
the label. Each of them employs
between 7 and 50 people. The
process to get labelled was driven
by the Chamber of Commerce of
Als-Cvennes in partnership with
the Gard departmental council
in the framework of a national trial
collective-operation. It lasted a year
and should gain a following since
the Chamber of Commerce of
Als-Cvennes and the Gard
departmental council have already
decided to renew the operation
with a new group of companies.

p.10
action&performance21

LISO 9001 pour


construire un projet
dentreprise notariale

AFNOR Certification - www.afnor.org/certification

Premier office notarial


des Hauts-de-Seine certifi
ISO 9001 en 2006, ltude
Morin, Torre, Baudouin,
Morgan de Rivery a adopt
lISO 9001 comme projet
dentreprise. Les outils
dploys ne sont pas
seulement des moyens
de rpondre aux exigences
de la norme, ils permettent
aussi danticiper et de
construire une stratgie
moyen terme. Au quotidien,
ils reprsentent des lments
fdrateurs pour lquipe.
Notre organisation est plus
transparente, plus communicante, donc plus efficace
pour nos clients , retrace
Matre Jean-Luc Morin,
notaire associ dune tude
qui compte 44 juristes et
collaborateurs, dont huit
notaires.

Building a notarys
office project on
ISO 9001
First notarys office in the
Hauts-de-Seine department to
gain an ISO 9001 certification in
2006, the Morin, Torre, Baudouin,
Morgan de Rivery office has since
decided to transform ISO 9001
into a full-fledged company project.
The tools we deployed are not
merely means to respond to the
standards requirements. They
also enable us to anticipate and to
structure a medium term strategy.
On a day-to-day basis, they
represent a federative focus for the
team. Our organisation has gain in
transparency and communication
and thus, in efficiency, for our
clients, recounts Matre Jean-Luc
Morin, a notary and a partner in
the office, which counts 44 legal
practitioners and staff members,
amongst which eight notaries.

.21

dossier/ special
report/

novembre/november 2013

EN COUVERTURE

Les services publics


se bousculent au
guichet de la qualit
Public services are queuing up
at the counter of quality
>>>>>>>>
Simplification, modernisation,
dmatrialisation. Au cur
de ce triptyque des services
publics, une seule cible :
lusager. Sa satisfaction
constitue le principal levier
de dmarches qualit prises
par les collectivits territoriales
et les services publics. Pour
les accompagner au plus prs
des nouvelles attentes de leurs
publics, AFNOR Certification
dploie une offre complte sur
ce segment. Retour sur une
tendance de fond.

>>>>>>>>
Simplification, modernisation,
dematerialization: a single
target stands at the core of
this trilogy: the service user.
His satisfaction constitutes
the main lever of quality
approaches that are
increasingly valued by local
authorities and public
services. In order to help
them respond to theirs
publics new expectations,
AFNOR Certification is
deploying a complete and
comprehensive offer for this
segment. Focus on a deeprooted tendency.

LIRE ARTICLE PAGE SUIVANTE

>>>>>

p.11
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

novembre/november 2013

Dossier
Special report

>> Les services publics


se bousculent
au guichet de la qualit

1
CG

andr
3-S

a Ecochard

Objectif exemplarit

Simplification, modernisation,
dmatrialisation. Au cur de ce
triptyque des services publics,
une seule cible : lusager.
Simplification, modernisation,
dematerialization: a single
target stands at the core of this
trilogy: the service user.

voquer les dmarches


administratives il y a encore
quelques annes faisait surgir
limage dune file dattente
interminable et de temps
perdu. Ce nest plus vrai
aujourdhui. Assurer une exprience satisfaisante lusager,
rpondre simplement et rapidement ses demandes est
devenue la priorit numro 1.
Les services publics lont
compris : la relation avec les
usagers est LE point dentre
de lamlioration de leur organisation, de leur performance
et de leur image. Entre
les municipales de 2014 et
les contraintes qui psent sur
les budgets publics, les enjeux
de qualit de service sont
encore plus prioritaires pour
les lus, souligne Halimah
Pujol, responsable du
secteur public pour AFNOR.
Nous assistons un vritable
engouement pour des dmarches spcifiques aux services
publics.

Le taux de participation
au deuxime baromtre de
laccueil et de la relation
lusager est loquent (voir
encadr) : le nombre de villes
participantes est pass de
80 prs de 200 en un an.
Une dmarche dengagements de service ou de labellisation permet de passer dune
culture juridico-administrative
une culture managriale,
poursuit Halimah Pujol. Ce sont
des projets trs concrets, qui
via lentre de laccueil, vitrine
du service public permettent
de tirer de nombreux fils :
la dmatrialisation, la territorialisation, la simplification
des procdures Autant de
chantiers transversaux.
Pour Sandra Di Giovanni, chef
de produit chez AFNOR Certification, la notion dexemplarit
est au cur du phnomne,
tout comme la volont de se
dfaire dune image passiste
et de jouer sur un pied dgalit
avec le priv. Enfin, rtablir
le dialogue avec les usagers,
instaurer une relation de
confiance et de proximit est
une priorit des lus locaux.

Une transformation
en marche
Depuis juillet 2013, 100 %
des prfectures sont labellises
Marianne ou Qualipref 2. Une

p.12
action&performance21

AFNOR Certification - www.afnor.org/certification

Public services
are queuing up at
the counter of quality
A few years back, the simple
evocation of administrative
procedures was enough
to dredge up the image of
an unending queue and the
spectrum of wasted time. Not
anymore. Ensuring a satisfactory
user-experience, swiftly and
simply answering his requests
has become the number one
priority. Public services get it:
user relationship is THE entry
point to improve their organisation,
their performance and their
image. Between the local
elections in 2014 and the pressure
on public finances, the stakes
linked to service quality have
become an even higher priority
for local councillors, underlines
Halimah Pujol, head of the
public sector for AFNOR.
We witness a real appetite for
approaches dedicated to the
public services.

Aiming for exemplarity


The participation rate for the
second Barometer of the user
reception and relationship
is eloquent in this regard: the
number of cities participating
has jumped from 80 to nearly
200 in a year. Engaging in a
service commitment or a label
approach enables them to
transition from a legal-andadministrative culture to a
managerial culture, explains
Halimah Pujol. These are very

cinquantaine de mairies sont


certifies Qualiville tandis que
plusieurs conseils gnraux se
sont tourns vers le rfrentiel
Accueil Service Public Local .
Autant de prestations dveloppes spcifiquement par
AFNOR Certification. De plus
en plus de services publics
sengagent aussi dans des
dmarches maison sous
forme de Charte, ou dans des
approches Lean ou ISO pour
les services techniques ,
ajoute Sandra Di Giovanni.
Quels sont les bnfices
concrets ? Qualipref 2 a par
exemple rvolutionn limage
des prfectures !, estime Gilles
Boehm, auditeur. Pour lusager
qui, compte tenu de ses expriences passes, se prpare
passer une demi-journe
attendre, la prestation
de service se passe dans
des conditions inespres :
la dlivrance du titre est rapide,
il est agrablement surpris
par les conditions daccueil.
Sa relation avec les agents
sen ressent. Ces derniers
bnficient dune ambiance
de travail plus sereine. Cela
change tout ! Amlioration
des dlais de dlivrance des
actes, apaisement des relations,
valorisation des comptences
des agents Ces dmarches
posent les bonnes questions
lensemble des services : de
qui a-t-on besoin, o et quand,
pour fluidifier le systme au
maximum ? Cest un vrai projet
de management , complte
Gilles Boehm.

Vincent Schrive-Limoges

dossier/ special
report/

Les dmarches qualit permettent de se dfaire dune image


passiste et de jouer sur un pied dgalit avec le priv.
Quality approaches to break with dated image and be on
equal footing with the private sector.

laccueil et le standard
de la direction du cabinet,
de la communication et
des relations internationales,
la municipalit a galement
dploy des dmarches de
certifications ISO 9001 et QSE
dans plusieurs de ses Directions.
Qualiville a t initie pour
harmoniser et partager les
pratiques, mais aussi valoriser
les agents dans le cadre dun
projet fdrateur. Et tout cela,
en contribuant limage
de modernit de la collectivit.
De leur ct, les dmarches
ISO compltent cette premire
approche lie laccueil avec
dautres activits de la ville et
constituent un moyen damliorer le fonctionnement des
services et de matriser les
interfaces, dans des relations
de partenariat renforc ,
explique Hlne Chomette,
coordinatrice des dmarches
qualit. Les bnfices se sont
rapidement fait sentir. Qualiville
Des changements
a entrain des changements
immdiats
immdiatement perceptibles
Lexemple de la ville de Limoges par les usagers : rvision de la
signaltique, renforcement de
est signifiant. Engage dans
une dmarche Qualiville depuis la confidentialit, mise en place
de rpondeurs tlphoniques,
2007 pour lensemble de
tlprocdures En interne,
la direction des services la
Qualiville a renforc les liens au
population ainsi que pour

concrete projects which via


the reception entry, showcase
to the public service pave
the way to tackle various issues:
dematerialization, territorialisation,
and procedure-simplification
All transversal questions.
In Sandra Di Giovannis opinion,
as product manager for AFNOR
Certification, the notion of
exemplarity stands at the core
of the phenomenon, just as the
will to break with their dated
image and be on equal footing
with the private sector. And
finally, restoring the dialogue
with public users, establishing a
relationship based on trust and
proximity is a priority for elected
representatives.

A transformation at work
Since July 2013, 100% of
prefectures have been labelled
Marianne or Qualipref 2. About
fifty city halls have a Qualiville
certification, while several
departmental councils chose
the Accueil Service Public Local
(local public service reception)
framework. Most of these
products have been specifically
elaborated by AFNOR Certification.
More and more public services
tend to engage in self-made
Charters or Lean and ISO
approaches, adds Sandra Di
Giovanni. What concrete benefits
derive from these initiatives?
For example, Qualipref 2 literally

Bordeaux ouvre
la voie CertiCrche
Garantir aux parents la qualit
de laccueil de leur enfant en crche
na pas de prix. Cest pourquoi
la ville de Bordeaux, pionnire,
a men ds 2010 une dmarche
qualit dans ses 30 crches
municipales. Pour consolider son
approche, la municipalit a labor
avec AFNOR Certification, une
certification de service baptise
CertiCrche. Le 17 octobre dernier,
Bordeaux est devenue la premire
ville certifie de France, mais
plusieurs communes ont dj fait
part de leur intrt pour ce rfrentiel
national. Un programme de dveloppement est en cours.

Bordeaux opens
the way to CertiCrche
Providing parents with the assurance
of the quality of the care their child
receives at his day care is priceless.
Thats why the city of Bordeaux,
as a pioneer, initiated in 2010 a
quality approach in its 30 municipal
daycares. In order to strengthen it,
the municipality elaborated with
AFNOR Certification a service
certification called CertiCrche.
Last October 17 th, Bordeaux became
the first certified city in France,
but several municipalities already
expressed their interest for this
national framework. A development
programme is currently underway.

p.13
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

novembre/november 2013

/ SUITE / FOLLOWING /

Les services publics se bousculent


au guichet de la qualit

Laurent Lagarde-Limoges

Public services are queuing up at the counter of quality

sein des directions, ainsi que


le sentiment dappartenance.
La dmarche nous a inscrits
dans une logique de progrs
qui structure le management
des services au quotidien.

2me baromtre
de la qualit
de laccueil
et de la relation
aux usagers :
indicateurs en
hausse
200 communes de plus
de 5 000 habitants ont
particip cette 2 me dition.
Leurs pratiques daccueil
ont ainsi t values
par 775 citoyens-mystres.
Horaires, propret des
espaces daccueil, signaltique, accessibilit,
courtoisie des agents
tout a t pass au crible.
Avec un score moyen de
70 %, les villes peuvent
encore progresser, constate
Halimah Pujol, responsable
du secteur public pour
AFNOR. Mais les communes
taille humaine (- de
30 000 habitants) sortent
leur pingle du jeu.
Les usagers apparaissent
les mieux servis lorsquils
utilisent les canaux
directs (tlphone et visite
physique). Du ct des
procdures dmatrialises,
seuls 58 % des sites les
proposent. Et si certains
aspects comme la confidentialit, la gestion de
lattente et la signaltique
peuvent tre amliors,
les qualits humaines
des agents sont remarquables, avec des scores
suprieurs 85 %.

Pour Sandra Di Giovanni,


bien menes, ces approches
deviennent des outils de
pilotage part entire.
Cest la raison de leur succs.
Limpact est tel quil fait tche
dhuile. Les rflexions sengagent autour de rfrentiels
mtiers, linstar de CertiCrche
dvelopp par AFNOR Certification pour la ville de Bordeaux
(voir encadr). Les collectivits
rpercutent aussi ces exigences
vers leurs fournisseurs.
Le phnomne se gnralise :
les entreprises qui interviennent
pour le public sont challenges
sur leurs engagements de
service. Si les collectivits ne
sont pas en droit dexiger une
certification dans le cadre dun
appel doffres, elles savent ce
quelles recherchent, explique
Sandra Di Giovanni. Les prestataires se tournent donc vers
la certification de service pour
crdibiliser leur offre et le niveau
de leur prestation. La qute
de performance est lance,
de lamont laval de la chane,
pour sassurer de la qualit
du service rendu tous
les publics.

Amlioration des dlais de dlivrance des actes, valorisation


des comptences des agents une transformation est en marche.
Improvement of the time frame to deliver official documents,
recognition of public officers competencies A transformation
at work.

revolutionized prefectures image!,


believes Gilles Boehm, auditor.
For the user, who, considering
his past experiences, gets ready
to wait half a day, the service
delivery happens in undreamt-of
conditions: the documents
delivery is fast and the citizen
is pleasantly surprised by his
reception. Thus, his relationship
with public officers changes.
The latter benefit from a quieter
work environment. It changes
everything!. Improvement of
the time frame to deliver official
documents, cooler relationships,
recognition of public officers
competencies These

Second Barometer of users reception


and relationship: all signs points up
200 municipalities with over 5,000 inhabitants took part in this second edition.
Their reception practices have been evaluated by 775 mystery-citizens. Opening
hours, cleanliness of reception areas, signage, accessibility, public officers
courtesy every aspect has been filtered. With an average score of 70%,
cities still have a clear margin for progress, states Halimah Pujol, head of the
public sector for AFNOR. Yet, human-sized municipalities (less than 30,000
inhabitants) hold their own. As evidenced, users appear to be better served
when using direct channels (telephone and on-site visit). As for dematerialized
procedures, only 58% of all websites propose them. But if some aspects such
as confidentiality wait management and signage can be improved, public
officers human qualities stand out as remarkable, with scores over 85%.

p.14
action&performance21

AFNOR Certification - www.afnor.org/certification

approaches tackle the right


questions for all services: whom
do we need, when and where,
in order to smooth the system?
Its truly a management project,
completes Gilles Boehm.

Immediate changes
The City of Limoges example is
very telling. The city has committed
its whole Department of Services
to the Population to a Qualiville
approach since 2007, as well as
the reception and standard of
its cabinet, communication and
international relations Departments.
It also initiated ISO 9001 and
QSE certifications in several other
Departments. We launched
Qualiville in order to harmonise
and share practices, but also to
enhance the public staffs value
in the framework of a federative
project while at the same time
contributing to the citys image
of modernity. For their part, ISO
approaches complete this first
entry focused on user reception
with other activities orchestrated
by the municipality. They constitute
a way to improve our services
operations and to master
interfaces by strengthening
partnerships, explains Hlne
Chomette, coordinator of QSE

Ville de Paris

dossier/ special
report/

le

Vi
l

r is
Pa
de

Ville de Paris
Piscines, mairies darrondissements,
crches, muses 547 sites parisiens
sont labelliss, soit plus de 7 000 agents
et 19 secteurs dactivits.
Swimming pools, arrondissement
town halls, day cares, and museums
547 sites are labelled, i.e. over 7,000
public officers and 19 fields of activities.

approaches. Limoges rapidly


felt the benefits. Qualiville led to
changes immediately perceptible
by users: new signage, higher
confidentiality, new answering
machines, dematerialized
procedures And inside the
services, Qualiville strengthened
the relationships between
departments as well as the feeling
of belonging. This approach fully
installed us in a progress logic,
which structures services
management everyday.
For Sandra Di Giovanni, if well
led, these approaches become
true management tools. Thats
the reason behind their success.
The impact is such that it spreads.
Ongoing reflexions have started
on business-focused frameworks,
such as CertiCrche (for day
cares), elaborated by AFNOR
Certification for the City of
Bordeaux (see highlight). Local
authorities also pass on these
requirements towards their
suppliers. The phenomenon
tends to generalize: companies
which deal with the public
sector get challenged on their
service commitments. If local
governments cant require a
certification in the framework of
an invitation to tender, they now
know what theyre looking for,
explains Sandra Di Giovanni.
Therefore service providers
also turn towards certification
in order to give their offer
more weight. The search for
performance is definitely on,
from upstream to downstream,
in order to guarantee the quality
of the service rendered to all
publics.

QualiPARIS : capitaliser
sur 10 ans de dmarche qualit
Cas unique en France, Paris gre la fois les
comptences dune commune et celles dun
dpartement. Engage dans une dmarche de
charte daccueil de ses usagers, la ville a choisi
de passer la vitesse suprieure en 2008 avec la
mise en place dun rfrentiel propre, QualiPARIS.
Regard sur la dmarche avec Jean-Paul Brandela,
directeur du programme.
Pourquoi la labellisation QualiPARIS ?
Jean-Paul Brandela (JPB) : La qualit du service
lusager est une priorit municipale traduite notamment par le lancement en 2004 dune charte daccueil
des usagers. Bibliothques, piscines, mairies darrondissements, crches, muses... toutes les activits
ont t progressivement concernes. Compte tenu
de ce succs, le Maire de Paris a inscrit QualiPARIS
dans son programme de mandature en 2008. Nous
avons choisi dlaborer avec AFNOR Certification
ce rfrentiel spcifique pour capitaliser sur le
travail participatif engag depuis des annes.
Nous atteignons les 10 ans dune dmarche qualit
progressivement monte en puissance et en
exigence. 547 sites sont actuellement labelliss,
soit plus de 7 000 agents et 19 secteurs dactivits.
Comment mesurez-vous les apports
de la dmarche ?
JPB : QualiPARIS garantit lusager une qualit de
service homogne et en progrs constants. Le label
est aujourdhui bien identifi par les Parisiens qui
nous interpellent son sujet. Les amliorations
apportes aux usagers ont aussi souvent un impact
direct sur le confort de travail des agents. Par
ailleurs, la dmarche a permis de simplifier et
dharmoniser les processus de travail, et facilite les
prises de postes. Les audits interservices entrainent un vrai brassage culturel. La dmarche, trs
participative, donne la parole aux agents de
terrain, avec des consquences managriales
positives. Enfin, les directions ressources sengagent via des contrats de services aider les directions labellises remplir leurs engagements.
Quelles sont les perspectives de QualiPARIS ?
JPB : Poursuivre le dploiement. Nous visons, fin
2014, ce que lensemble des grands services
lusager soient labelliss ou engags dans la
dmarche, ce qui devrait concerner plus de 1 300
sites et 30 secteurs diffrents.
Quels sont les plus dAFNOR Certification ?
JPB : Dabord, une relation positive et constructive.
Nous abordons laudit comme une tape dont il faut
se nourrir. Lauditeur contribue notre dmarche
damlioration continue par son exprience et son
expertise. Son regard est prcieux.

Jean-Paul BRANDELA,
directeur du programme
QualiPARIS.

QualiPARIS: capitalizing
on 10 years of quality approach
Paris manages at the same time the competencies
of a town and that of a department, which is
unique in France. Engaged in a Charter of users
reception, the City chose to step to the next level
in 2008 by implementing a dedicated framework,
named QualiPARIS. Focus on an approach, with
Jean-Paul Brandela, head of the programme.
Why the QualiPARIS label?
Jean-Paul Brandela (JPB): The quality of the service
we provide to our users is a municipal priority that was
translated by the creation in 2004 of a Users reception
Charter. Libraries, swimming pools, arrondissement
town halls, day cares, and museums every activity
has progressively been included. Given the success of
this first step, Paris mayor put QualiPARIS down in his
mandate programme. We opted to elaborate this specific
framework with AFNOR Certification in order to capitalize
on the participative work that has been engaged for a
number of years. We are reaching the ten-year milestone
of a quality approach which little by little gathered
momentum and expected level. 547 sites are currently
labelled, i.e. over 7,000 public officers and 19 fields of
activities committed to quality.
How do you measure the approachs input?
JPB: QualiPARIS guarantees the user a consistent and
continuously progressing quality of service. The label is
now clearly identified by Parisians, who challenge us on
this matter. User-focused improvements tend to also
directly impact on our agents work comfort. Besides,
the approaches helped simplify and harmonise work
processes, but also eased the taking up of positions.
Thanks to inter-services audits, which brought about
a true cultural mixing, departments know each other
better. The approach is really participative; it gives the
floor to officers on the field with positive managerial
consequences. Finally, support departments commit to
help labelled departments respect their engagements.
Its a real asset to develop team spirit.
What are the perspectives for QualiPARIS?
JPB: Maintaining the rhythm of its deployment. By
the end of 2014, we want all the main services
welcoming public to be labelled or at least engaged
in the approach. It should affect over 1,300 sites and
30 fields of activity.
What is AFNOR Certifications added value?
JPB: First of all, a positive and constructive relationship.
We see the audit as a step to build on. Through his
experience and expertise, the auditor contributes to
our continuous improvement. His view is precious.

p.15
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

novembre/november 2013

/ SUITE / FOLLOWING /

Les services publics se bousculent


au guichet de la qualit
Public services are queuing up at the counter of quality

3 questions Annick COLOMBANI


Directrice gnrale adjointe du Cadre de vie et chef de projet
de la qualit de laccueil au conseil gnral des Bouches du Rhne

Des maisons de la solidarit de Marseille jusquaux


archives dpartementales, les 63 sites grs par le
conseil gnral des Bouches du Rhne (CG13) accueillent
au quotidien un public nombreux et trs diversifi. Pour
amliorer la relation avec ses usagers, cette collectivit
de 7 000 agents sest engage dans llaboration du rfrentiel Accueil Service Public Local . Annick Colombani
commente la dmarche.

Pourquoi le conseil gnral des Bouches du Rhne


a-t-il choisi Accueil Service Public Local (ASPL) ?
Annick Colombani (AC) : Notre directeur gnral des services
dsirait amliorer la qualit de laccueil, notamment au niveau
des services sociaux. Nous souhaitions trouver des processus
rationnels, prennes et plus efficaces pour en finir avec le
traitement des dossiers au coup par coup. La dmarche a
dabord pris la forme dune charte de laccueil de lusager en
2006. Puis le conseil gnral de lHrault a propos de nous
associer llaboration dun rfrentiel dengagements de
service ddi avec AFNOR Certification. Nous avons lanc six
sites pilotes dans la dmarche et les premires certifications
ont eu lieu en avril 2008. Aujourdhui, tous les sites recevant
du public sont certifis.
Quels sont les bnfices de cette dmarche ?
AC : Dabord et avant tout une meilleure satisfaction des
usagers, comme le dmontrent nos enqutes de satisfaction.
Limage de la collectivit dans son ensemble a t renforce :
laccueil est la porte dentre et parfois le seul contact avec le
service public. Ensuite, trs rapidement, une amlioration
sensible de la motivation et de la valorisation du personnel
daccueil. La dmarche redonne du sens et donc de la valeur
leur mtier. Enfin, dun point de vue managrial, cette
dmarche modernise rsolument les manires de faire.
Moteur de changement, elle redonne du sens tout en induisant
de vraies mutations organisationnelles. Nous avons gagn
en culture commune, y compris au niveau des directions
ressources. ASPL est connue de tous et reste ce jour la seule
dmarche partage par tous les services du CG 13.
Que vous a apport le travail avec AFNOR Certification ?
AC : Les audits ont toujours t trs orients mtier , ce qui
dveloppe leur valeur ajoute : ils se focalisent sur ce quoi
sert le rfrentiel et non sur une simple conformit. Les audits
sont ainsi des priodes fortes de valorisation du travail de
lanne et de mobilisation pour de nouvelles pistes damlioration.

p.16
action&performance21

AFNOR Certification - www.afnor.org/certification

From the houses of solidarity in Marseille to the


departmental archives, the 63 sites under the supervision
of the Bouches du Rhne departmental council (CG13),
tend every day to a numerous and mixed public. In order
to improve the relationship with these users, this 7,000
public officers local administration engaged in the
development of the Accueil Service Public Local
framework (for local public service reception). Annick
Colombani, deputy general manager of the Living
environment and in charge of the project, comments
the approach.
Why did CG 13 choose Accueil Service Public Local
(ASPL)?
Annick Colombani (AC): Our managing director of services
wished to improve the quality of reception, especially in our
social services. We also aimed to find rational, long-lasting and
more efficient processes, in order to cease treating files one
by one, based on their level of urgency. The approach first
materialized as a Charter of users reception in 2006. Then, the
Hrault departmental council asked us to work with them
to develop a dedicated service-commitment framework with
AFNOR Certification. Six trial-sites experimented the approach
and were certified in April 2008. Nowadays, all our sites
receiving public are certified.
What are the benefits from this approach?
AC: First and foremost, increased user satisfaction as
demonstrated by our surveys. Overall, the local authoritys
image as been strengthened: reception is the front door and
sometimes the only contact between our services and the
public. Then, very quickly, the motivation and enhancement of
the reception staff was improved. The approach gives meaning
and thus value to their profession. Finally, from a managerial
point of view, this approach radically updates our habits. As a
driving force for change, it gives purpose while introducing
true organisational mutations. We gained in common culture,
including the support departments. ASPL is now well known
and remains, to this day, the only approach shared by all
CG13s departments.
What did you gain through your work with
AFNOR Certification?
AC: Audits have always been business oriented, which adds
to their value: they focus on the frameworks ultimate use
rather than a mere conformity. Therefore, audits are always
interesting periods to enhance the years work and to mobilise
for new improvements.

Lactualit de la marque NF/ NF mark


current events/

GDF SUEZ DolceVita premier certifi


NF Service pour les avis en ligne
En bref
Eurovent Certification et
Certita viennent de fusionner,
donnant naissance au premier
guichet europen de certification du gnie climatique.
Baptis Eurovent Certita Certification, ce nouvel ensemble
propose 35 programmes de
certification et ralise un chiffre
daffaires denviron 9 millions
deuros. Il intervient pour la
certification tierce partie des
produits dans le champ du
gnie climatique, quel que soit
lusage final, aussi bien dans
le rsidentiel domestique que
sur des installations industrielles, travers des certifications NF.

In brief
Eurovent certification and
Certita have just merged,
giving birth to the first European
certification counter for HVAC
engineering. Named Eurovent
Certita Certification, this new
structure proposes 35 certificationprogrammes and realises
an average 9 million euro annual
turnover. It intervenes for
the third-party certification of
products in the field of HVAC
engineering, whatever their final
use, whether in the domestic
area or in industrial installations,
through NF certifications.

Depuis septembre, GDF


Suez est la 1re entreprise en
France certifie NF Service Avis en ligne pour son dispositif
interactif Lesprit services
DolceVita . Un service qui
permet aux clients du groupe
dvaluer la qualit de ses
offres et services. Dlivr par
AFNOR Certification, le certificat consacre les efforts
de transparence et la fiabilit
des mthodes de collecte,
de traitement et de restitution
des avis en ligne des clients.
Cr en 2012, Lesprit
services DolceVita a enregistr depuis 447 000 votes
et 71 500 commentaires.
Des avis que lnergticien met
profit pour faire voluer son
offre, limage de lextension
du dispositif M@ relve
llectricit, qui permet de
communiquer le relev de ses

compteurs. Ce service tait


initialement disponible pour le
gaz naturel ou la simplification
des factures.

GDF Suez DolceVita


becomes the first holder
of a NF Service - Online
reviews
Since September, GDF Suez
is the first company in France
to be certified NF Service Avis en ligne (online reviews) for its
interactive offer Lesprit services
DolceVita (DolceVita services
spirit). This service allows the
groups clients to evaluate the
quality of its offers and services.
Delivered by AFNOR Certification,
the certificate salutes the
transparency efforts and the
reliability of the collection,
treatment and restitution of online
consumers reviews. Created
in 2012, Lesprit services
DolceVita has since registered
447,000 votes and 71,500 reviews.
Opinions that the energy provider

Crmonie de remise du certificat


NF Service lors du salon du E-Commerce
de Paris le 26 septembre dernier.
NF Service certificate award ceremony
at the E-Commerce Paris show on
September 26.

puts to good use to make its offer


evolve, as for example with the
extension of its M@ relve
(my reading) to electricity, which
gives clients the opportunity to
communicate their meter readings.
Originally, this service was only
available for natural gas or billsimplification.

Un rfrentiel NF Service
pour les audioprothsistes
AFNOR Certification
a lanc cet t la certification
NF Service - Audioprothsiste
base sur la norme NF
EN 15927. labore avec
le concours de lUnion des
syndicats daudioprothsistes,
cette certification est fonde
sur le respect de 7 engagements de service, reprenant
les bonnes pratiques de la
profession en matire de prestation de service et de vente.
Ainsi, elle couvre lensemble
de la prestation de laudio-

prothsiste, depuis laccueil


jusquau service aprs-vente,
en passant par la livraison
de lquipement et la prise
en compte des besoins du
patient.

A NF mark for hearing


aid specialists

aid specialists federation, this


certification is based on the respect
of 7 service-commitments, which
capitalise on the professions best
practices in terms of service and
sales. Thus, it covers the whole
hearing aid specialists service,
from the reception to the after-sales
service, including the equipments
delivery and the definition of the
patients needs.

AFNOR Certification launched


last summer the NF Service Audioprothsiste (Hearing aid
specialist), based on the NF
EN 15927 standard. Elaborated
together with the Union of Hearing

p.17
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

Lactualit de la marque NF/ NF mark


current events/

novembre/november 2013

CSL, premier certifi


NF Service - Relation client
lIle Maurice

CSL

La certification fait
partie intgrante
de la stratgie de
communication de CSL.
Certification is an
integral part of CSLs
communication
strategy.

CSL becomes the first


NF Service - Customer
Relationship certification
holder in Mauritius
In order to support its ambition
to reach the first rank of call
centres in the Indian Ocean and
East Africa area, CSL engaged in
2011 in a NF EN 15838 certification
approach. By the end of 2012,
the Mauritian company became
the first entity holding a NF Service
Customer Relationship in Mauritius.
Since then, weve registered
an average 12 to 15% increase of
our index cards consultations
on the professional directory
www.mon-annuaire-pro.com,
mainly visited by French companies,
states Ruma Totoo, Quality &
Training Manager for CSL.
The company has since included the
certification into its communication
strategy.

AFNOR Certification a dlivr


le 1 000 me certificat NF Service
domicile cet t. Le succs
de cette certification ne se dment
pas auprs des petites organisations,
mais aussi des plus grands acteurs
du secteur. Nous avons choisi cette
marque car elle est reconnue et fait
consensus. Dploye dans plus de
200 de nos 1 000 structures adhrentes, NF Service domicile favorise
le travail collaboratif. Elle est ainsi
devenue un vritable lment structurant pour notre rseau. Elle a aussi
permis de professionnaliser lorganisation de nos adhrents, de scuriser
le travail des collaborateurs en clarifiant
leurs missions. Enfin, elle reprsente
un gage de srieux vident pour nos
clients , tmoigne Christophe Pelletier,
responsable qualit de lUNA, lun
des leaders des services domicile
et services la personne.
The thousandth NF Service
domicile certification
This summer, AFNOR Certification
delivered its thousandth NF Service
Domicile (home care) certificate.
The success of this certification remains
strong both with small companies and
bigger groups of this field of activity. We
chose this mark because of the recognition
and consensus around it. Deployed in over
200 of our 1,000 members, NF Service
Domicile favours collaborative work. Thus
it became a structuring component for
our network. It also helped professionalize
our members organisation and secure
our staffs work by clarifying their missions.
Last but not least, it represents a true token
of our earnestness for our clients, testifies
Christophe Pelletier, quality manager for
UNA, one of the leader in the field of home
care services.

Anne-Sophie Mauffr - UNA

Pour soutenir lambition


de se hisser au premier rang
des acteurs des centres
dappels dans la rgion de
lOcan Indien et Afrique de
lEst, CSL a entrepris en 2011
une dmarche de certification
NF EN 15838. Fin 2012,
la socit mauricienne est
devenue la premire entit
certifie NF Service - Relation
client llle Maurice. Depuis,
nous enregistrons une augmentation moyenne mensuelle de
12 15 % du nombre de visites
de notre fiche sur lannuaire
professionnelle www.monannuaire-pro.com, visit principalement par des entreprises
franaises , souligne Ruma
Totoo, Quality & Training
Manager de CSL. La socit
a intgr cette certification
sa stratgie de communication.

1 000me certification
NF Service domicile

p.18
action&performance21

AFNOR Certification - www.afnor.org/certification

veille sur les rfrentiels/ tracking


developments
in benchmark
standards

Nouvelles exigences
pour le rfrentiel FSSC 22000
La certification de systme
de management de la scurit
des aliments FSSC 22000
entre dans sa troisime version.
Le nouveau rfrentiel intgre
des modifications sur certaines
exigences, notamment lobligation
de sassurer que les ingrdients
et les matires premires prennent
en compte toutes les spcifications rglementaires en vigueur,
et un renforcement des conditions
respecter pour les analyses des
intrants critiques permettant de
confirmer la scurit des produits.
Le protocole de certification est
aussi modifi. Ainsi tout incident
de nature impacter la conformit
des produits au FSSC 22000

doit tre signal sous trois jours


au certificateur et les audits
de surveillance sont renforcs.
Applicable aux candidats la
certification depuis le 31 octobre,
la nouvelle version doit tre
intgre par les certifis avant
le 31 mars 2014.

New requirements for


the FSSC 22000 framework
The certification of the
food safety management
system FSSC 22000 enters its
third version. The new framework
integrates modifications on several
requirements, amongst which
the obligation to insure that

ingredients and raw materials


take into account every mandatory
specifications in effect. It also
strengthens the requirements for
analysis of critical inputs designed
to confirm product security. The
certification protocol also evolves.
Thus, any incident which may
impact the products conformity
with FSSC 22000 must be reported
to the certification body in less
than three days, following which
surveillance audit will be reinforced.
This new version has taken effect
on October 31st, and is to be
integrated by certified organisations
before March 31st 2014.

Une certification Engagement de Service


pour les gestionnaires dinvestissement
socialement responsable
Le march franais de lISR
a progress de 30 % en 2012
pour atteindre 149 milliards deuros.
Face cet engouement, AFNOR
Certification lance la certification
dmarche Investissement
Socialement Responsable .
Destine aux gestionnaires
de portefeuilles ISR, elle garantit
des engagements audits chaque
anne, notamment la vrification
que les critres environnementaux, sociaux et de gouvernance
sont dfinis avec comptence
et impartialit ; la mise jour et la
fiabilit des notations ; le contrle
permanent et indpendant du
respect des rgles de gestion ISR ;
linformation des clients en toute

transparence Au-del des


exigences portant sur la gestion,
cette certification inclut des
critres visant lorganisation, le
pilotage et le suivi de la dmarche
qualit, pour garantir la matrise
et lamlioration continue de
lactivit.

A service-commitment
certification for socially
responsible investment
managers
The French market of socially
responsible investment (SRI)
jumped 30% in 2012 to reach
149 billion euro. In response to this
enthusiasm, AFNOR Certification

launches the Socially Responsible


Investment certification. Meant
for SRI portfolio managers, it
guarantees engagements that are
audited every year, especially the
fact that environmental, social and
governance criteria are defined with
both competency and impartiality;
the update and reliability of notations;
permanent and independent
control of SRI management rules
compliance; and transparent
client information Beyond
the requirements relating to
management, this certification
includes criteria concerning the
organisation and the follow-up
of the quality approach, in order
to guarantee the control and
continuous improvement of the
activity.

p.19
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

veille sur les rfrentiels/ tracking


developments
in benchmark
standards

novembre/november 2013

/ SUITE / FOLLOWING /

Un nouveau
rfrentiel
pour le papier
imprimer
Adopt par lUnion
europenne en fin danne
dernire, lEco-label
Europen pour le papier
imprim sadresse aux
fabricants de papiers
imprimer, mais aussi tous
les diteurs de solutions
imprimes (magazines,
cartes de visite, affiches...).
Il vise garantir que ces
produits sont respectueux
de lenvironnement.
Le rfrentiel prvoit donc
des exigences quant
la nature du papier utilis
par les fabricants, qui doit
tre lui-mme eco labellis
papier copier ou
papier graphique .
Les autres exigences portent
sur la fabrication et le cycle
de vie des produits, de
lutilisation dencres respectueuses de lenvironnement
au recyclage.

A new
referential for
printing paper
Adopted by the European
Union at the end of last year,
the European eco-label for
printing paper is meant for
print paper manufacturers
but also every editor of
printed products (magazines,
business cards, posters...).
It aims at guaranteeing that
these products respect the
environment. The referential
thus provides requirements
regarding the nature of the
paper used by manufacturers,
which must itself be labelled
opy paper or graphic
paper. Other requirements
concern the products
manufacture and life cycle,
from the use of environmentfriendly inks to recycling.

Les entreprises certifies AFAQ ISO 50001


exemptes daudit nergtique
Bonne nouvelle pour les entreprises certifies AFAQ ISO 50001 :
alors que lEurope impose aux
grandes entreprises (plus de
250 personnes, ou un CA de plus
de 50 M ou un bilan financier
suprieur 43 M) de raliser
un audit nergtique avant le
6 dcembre 2015, les titulaires
de cette certification en sont
dispenss. Environ 2 300 organismes, soit prs de 4 000 sites
travers le monde, ont dj
opt pour lISO 50001. La norme
impose de mettre en place
une comptabilit analytique
de lnergie, via notamment
la surveillance et la mesure des
consommations nergtiques,
la dfinition dune situation nergtique de rfrence et dindi-

cateurs de performance nergtique. Autant dlments qui


permettent aux certifis de sinscrire dans une logique damlioration continue de leur performance
nergtique et de raliser des
conomies dnergie.

AFAQ ISO 50001 certified


companies exempt from
energy audit
Goods news for AFAQ ISO 50001
certified companies: while Europe
requires big companies (over 250
employees, a turnover exceeding
50 million euro or a financial
balance shit over 43 millions euro)
to submit to an energy audit before
December 6 th 2015, certification
holders are exempt. Around 2,300

Scurit de linformation :
une nouvelle version de lISO/CEI 27001
La version 2013 de la norme
ISO/CEI 27001 pour la mise
en place dun systme de
management de la scurit de
linformation a t publie dbut
octobre. Elle vise amliorer
la comprhension de la norme
et adapte aux nouveaux risques
technologiques lancien rfrentiel
de 2005. Suivant la structure
commune toutes les normes
de management, cette rvision
simplifie le domaine dapplication
pour sadresser toutes les
organisations. Les notions damlioration continue, de parties
intresses et de PDCA y sont
renforces. Une priode de transition de 2 ans permettra aux

certifis de basculer progressivement la version 2013 au gr


de leurs audits initiaux ou de
renouvellement.

Information security:
a new version
for ISO/CEI 27001
The 2013 version of
the ISO/CEI 27001 standard
for the implementation of an
information security management
system was published in early
October. It aims to improve the
standards comprehensibility and
adjust the former 2005-framework
to new technological hazards.
Based on the common structure
for all management standards,

p.20
action&performance21

organisations, i.e. almost 4,000


sites worldwide, have already
opted for ISO 50001. The standard
requires the implementation
of analytical energy accounting,
through the surveillance and
measure of energy consumptions,
the definition of a reference
energy-inventory and of energyperformance indicators. Those
elements enable certification
holders to place themselves
in the logic of continuous
improvement of their energetic
performance and to make
significant energy savings.

AFNOR Certification - www.afnor.org/certification

this revision simplifies the


standards field of application in
order to address all organisations.
The notions of continuous
improvement, stakeholders and
PDCA are reinforced. A two-year
transition time frame will enable
certificate holders to progressively
work their way to the 2013 version
over the course of their initial or
renewal audits.

duo/ duo/

Groupe Zheldoremmash

AFNOR Certification
prend un train davance
en Russie avec Iris
>>>>>>>>> Cest un territoire vaste comme 31 fois la France, o le march de la
certification ne cesse de se dvelopper. Aprs avoir ouvert une antenne en Russie ds
2004, le Groupe AFNOR confirme son positionnement lEst en dlivrant 10 certificats
Iris au groupe russe Zheldoremmash. Une opration hautement stratgique
>
Leonid DVORKIN
Directeur de lantenne
russe du Groupe AFNOR /
General director of
AFNORs office in Russia

<

Anne POUYANN
Chef de produit Iris chez
AFNOR Certification /
Business manager
for Iris certification
at AFNOR Certification

Avec 85 000 km de voies


ferres, la Russie possde
le deuxime rseau au monde.
Son exploitant, la Compagnie
des chemins de fer russes
(RZD) emploie plus dun million
de salaris et assure 80 %
du transport de passagers et
82 % du fret. Cest dire son
poids en tant que prescripteur.
Or RZD, qui prend part de
grands projets internationaux
avec des groupes comme
Alstom Transport, a marqu
son intrt pour la certification
Iris (International Railway
Industry Standard - management de la qualit appliqu
lindustrie ferroviaire). Les
partenariats internationaux
reprsentent une opportunit
pour les chemins de fer russes
damliorer la qualit de leurs
services, de leurs produits
et de leur maintenance, afin
de rpondre des standards
partags, explique Leonid
Dvorkin, directeur de lantenne
russe du Groupe AFNOR.
Leurs fournisseurs et soustraitants ont donc tout intrt
initier des dmarches de
qualit comme Iris. Cest le

choix fait par le groupe


Zheldoremmash (ZDRM),
spcialis dans la maintenance
et la rparation du matriel
ferroviaire. Aprs avoir obtenu
la certification Iris dun site
pilote Rostov en novembre
2012, lentreprise a tendu le
primtre ses 10 usines entre
avril et juillet 2013. La certification Iris de toutes nos usines
symbolise le passage une
nouvelle phase de dveloppement pour lentreprise qui
se rapproche ainsi des normes
des principaux fabricants
europens, a dclar Kirill Lipa,
prsident du conseil dadministration de Zheldoremmash,
lors de la remise des dernires
certifications en septembre.
La dmarche mene lusine
de Rostov a dj montr des
rsultats prometteurs, avec une
productivit en hausse de 18 %
au premier trimestre 2013.

AFNOR Certification on
the right track in Russia
with Iris
Its a vast territory, 31 times
the size of France, where
the certification market is
continuously growing. After
opening a representative
office in Russia in 2004,
AFNOR Certification now
confirms its position in the
East by delivering 10 Iris
certificates to Russian firm
Zheldoremmash. A highly
strategic operation, explain
both sides.
With 85,000 km of railroad
tracks, Russia possesses
the second railway network in
the world. Its operator, Russian
Railways (RZD) counts over a
million employees and transports
80% of the passengers and 82%
of the freight, which says a lot
about its weight as a prescriber.
Now, RZD which takes part in

Une position de leader


Les enjeux sont forts du ct
de Zheldoremmash comme du
ntre, estime Anne Pouyann,
chef de produit Iris chez
AFNOR Certification.

p.21
AFNOR Certification - www.afnor.org/certification

action&performance21

.21

Groupe Zheldoremmash

novembre/november 2013

/ SUITE / FOLLOWING /

AFNOR Certification prend


un train davance en Russie avec Iris

Dployer et harmoniser une


telle dmarche dans lensemble de la Russie positionne
Zheldoremmash parmi les
pionniers : seules 33 certifications Iris ont jusque-l t
obtenues dans ce pays, dont
le tiers pour ZDRM. En dlivrant
ces 10 certificats, AFNOR
Certification prend de son ct
une position de leader sur
le march russe. Cette exp-

Repres
Le groupe russe
Zheldoremmash fournit
des services de maintenance et de rparation
ferroviaire la Compagnie
des chemins de fer russe
(RZD). Ce prestataire
spcialis soccupe de
lensemble du parc,
locomotives lectriques
et diesel, wagons de
passagers, roulements,
moteurs Il produit
galement des pices
dtaches. Lentreprise,
cre en 1999 comme
filiale de la Compagnie
des chemins de fer russes,
est base Moscou.
Forte dun capital de
15 milliards de roubles
(342 millions deuros),
Zheldoremmash compte
12 sites et emploie plus
de 24 000 salaris. En
novembre 2012, elle a t
absorbe par la socit
Transmashholding,
principal fabricant de
matriel ferroviaire russe,
joint-venture entre Alstom
Transport et RZD.

rience a aussi permis AFNOR


Certification de mieux valuer
les besoins spcifiques locaux.
Quil sagisse de groupes
internationaux ou de PME,
nous proposons des audits
forte valeur ajoute.
Pour les certifications multi
sites denvergure, nous
pouvons missionner des
auditeurs rds au management dquipes dauditeurs
et capables de synthtiser
le rsultat des audits de tous
les sites pour les restituer
la direction de lentreprise ,
explique Anne Pouyann.
Le march russe, en pleine
croissance, reprsente
un enjeu de dveloppement
incontournable : nous disposions de six clients en 2006,
contre 200 aujourdhui.
La collaboration avec
Zheldoremmash assoit notre
image et notre expertise
par rapport aux organismes
certificateurs locaux, notamment
sur des rfrentiels spcialiss
comme Iris , conclut Leonid
Dvorkin.

Highlights
Russian group Zheldoremmash
supplies railway maintenance and
repair services to Russian Railways
(RZD). This specialised supplier deals
with the entire railway infrastructure,
from electric to diesel locomotives,
to passengers coaches, bearings,
engines it also produces spare
parts. The company, created in 1999
as a Russian Railways subsidiary,
is based in Moscow. With a capital of
15 Billion rouble (342 Million euros),
Zheldoremmash counts 12 sites
and over 24,000 employees.
In November 2012, it was absorbed
by Transmashholding, the Russias
main railway material manufacturer,
a joint venture between Alstom
Transport and RZD.

ZDRM

AFNOR Certification on the right track in Russia with Iris

En dlivrant ces 10 certificats, AFNOR Certification


prend une position de leader sur le march russe.
By delivering those 10 certificates, AFNOR Certification
takes a leading position on the Russian market.

large-scale international
projects with groups like Alstom
Transports, expressed its
interest for the Iris certification
(International Railway Industry
Standard). International
partnerships represent an
opportunity for Russian Railways
to improve the quality of
their services, products and
maintenance in order to comply
with shared standards, explains
Leonid Dvorkin, general director
of AFNORs office in Russia.
Suppliers and subcontractors
are therefore very well advised
to initiate quality approaches
such as Iris. Zheldoremmash
(ZDRM), a specialist in
railway equipment repair and
maintenance, has precisely
taken this option. After obtaining
the Iris certification of a first
test-site in Rostov in November
2012, the company extended
the perimeter to its 10 plants
between April and July 2013.
Obtaining the Iris certificate
for all our plants marks a new
stage of development for the
company, by drawing it closer to
the main European manufacturers
standards, declared Kirill Lipa,
chairman of Zhledoremmashs
board, during a certification
ceremony in September. The
approach implemented at the
Rostov plant is already showing
promising results, with an 18%
rise in productivity for the first
quarter of 2013.

p.22
action&performance21

AFNOR Certification - www.afnor.org/certification

A leading position
The stakes are very high
for Zheldoremmash as well as
for us, reckons Anne Pouyann,
business manager for Iris
certification at AFNOR
Certification. Deploying and
harmonizing such a wide-scale
approach all over Russia clearly
sets Zheldoremmash amongst
the pioneers: up until now, only
33 Iris certificates have been
obtained in this country, a third
of which by ZDRM. And by
delivering those 10 certificates,
AFNOR Certification takes a
leading position on the Russian
market. This experience also
enables AFNOR Certification to
get a finer assessment of local
needs and expectations. Whether
it be for major firms or small
companies, we offer high addedvalue audits. For large-scale
multiple sites certifications we can
assign Premium auditors well
versed in audit-team management
and able to synthesize the auditresults of all sites in order to
present them to the companys
top management, explains
Anne Pouyann. The Russian
market, in full growth, represents
a major development priority:
we jumped from 6 clients in 2006
to 200 today. Our collaboration
with Zheldoremmash strengthens
our image and our expertise
compared to local certification
bodies, especially regarding
specific core-business-focused
frameworks such as Iris,
concludes Leonid Dvorkin.

en pratique/ in practice/

La preuve
par les chiffres
68 % des Franais sont prts
voyager responsable
(tude TNS Sofres de 2011).
50 % des particuliers prennent
en compte la certification
dans leur choix dhbergement.
79 % des hbergements
interrogs se sont lancs
dans la dmarche Eco-label
pour prouver leur engagement.
30 % notent un impact important, voire trs important,
de la certification sur la
frquentation.
87 % des certifis se dclarent
satisfaits de la dmarche.
Enqute mene auprs de
100 hbergements touristiques
et campings certifis, complte
par 87 rapports daudit (disponible
sur afnor.org/certification).

Evidence in figures
68% of French people are
prepared to be responsible
tourists (TNS Sofres study,
2011).
50% of individuals take
certification into account in
their choice of accommodation.
79% of accommodation
establishments surveyed
initiated the Eco-label process
to prove their commitment.
30% have observed a
significant, or even very
significant, impact of the
certification on visitor
numbers.
87% of those certified
report their satisfaction with
the process.
Survey conducted on 100
certified tourist accommodation
establishments and campgrounds,
supplemented by 87 audit reports
(read on afnor.org/certification).

Ecolabel europen :
le tourisme responsable
>>>>>>>>> Apposer lEco-label europen services
dhbergement touristique sur son tablissement, cest
prouver que lon rpond des critres stricts, communs
tous les pays de lUnion Europenne.
Pourquoi ?

EU Ecolabel: responsible tourism

Plus que toute autre activit, le tourisme exige


un environnement prserv et les consommateurs deviennent de plus en plus sensibles
cet aspect. Les tablissements dhbergement
touristique doivent donc rendre compte de leurs
impacts sur lenvironnement et la certification
devient un argument commercial (voir encadr).

EU Ecolabel accreditation of tourist


accommodation services is proof of compliance
with strict criteria, common to all countries in
the European Union.

Pour qui ?
Htels, campings, gtes, chambres dhtes,
villages de vacances toutes les formes dhbergement touristique y compris daffaires
sont concernes. Aujourdhui 250 htels et
une cinquantaine de campings sont certifis.

Quels critres ?
Le label cologique compte 29 critres obligatoires portant sur diffrents impacts environnementaux : consommation dnergie et deau,
utilisation de substances chimiques, traitements
des dchets cela sajoute une soixantaine
de critres optionnels en fonction des services
proposs (restauration, petit djeuner).

Comment ?
Lentreprise remplit un dossier avec des preuves
sur les diffrents critres. Un auditeur dAFNOR
Certification se dplace ensuite pour laudit.
Il vrifie notamment la conformit des critres
qui ne peuvent tre analyss que sur place.
Par exemple, la sensibilisation du personnel
ncessite dinterroger le personnel pour tre
value.

Why?
More than any other sector, tourism requires
a conserved environment and consumers are
becoming increasingly aware of this aspect.
Tourist accommodation establishments thus need
to be aware of their impacts on the environment
and the certification is becoming a sales argument
(see box).

For whom?
Hotels, campgrounds, self-catering cottages,
bed and breakfasts, vacation villages all forms
of tourist accommodation including the business
sector are concerned. At the present time, 250
hotels and some fifty campgrounds are certified.

What are the criteria?


The ecolabel includes 29 mandatory criteria
relating to various environmental impacts: energy
and water consumption, use of chemicals, waste
treatment, etc. Some sixty further optional criteria
may apply according to the services provided
(catering, breakfast, etc.).

How?
The business completes an application with
evidence relating to the various criteria. An AFNOR
Certification auditor then visits for the audit.
The auditor particularly checks the conformity
of criteria which can only be inspected on-site.
For example, in order to evaluate personnel
awareness, interviews with personnel are required.

p.23
AFNOR Certification - www.afnor.org/certification

action&performance21

Sengager dans une certification NF Service ou Engagement de Service


cest accepter de revisiter ses savoir-faire, ses mthodes et sa relation client.
Cest aussi prendre des engagements et le faire savoir ! Cest le cas de
23 organisations, qui ont accept den tmoigner dans un nouveau recueil
AFNOR Certification. Tous indiquent que leur parcours vers la certification
leur a permis daffirmer leur engagement assurer des prestations de qualit
auprs de leurs clients et partenaires, mais aussi de dvelopper leur business
et de prenniser leurs savoir-faire.
Tlcharger le recueil de tmoignages :
Certification de service - Nos clients en parlent le mieux
sur afnor.org/certification

Services certification:
why take on such a process,
what are the benefits?
Testimonials from 23 organizations
Organizations entering into the NF Service certification or Service Commitment
process are deemed to accept to revisit their expertise, methods and customer
relationships. The process also involves making public commitments! This is
the case for 23 organizations, who accepted to make a testimonial in a new
AFNOR Certification collection. They all state that their certification process
enabled them not only to pledge their commitment to provide their customers
and partners with quality services, but also to develop their business and
sustain their expertise.
Download the collection of testimonials:
Services certification - Our clients are the best judges
at afnor.org/certification

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 : Elisabeth Ballery, Alain Lamour, Franoise Sigot
et Marie-Hlne Towhill
Graphisme / Graphic artist : Perrine Gretener
Imprim par / Printed by : GRAFIK PLUS

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


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

27 PME rhnalpines
peuvent sengager,
moindre cot,
dans une dmarche
de responsabilit
socitale
La Rgion Rhne-Alpes lance un appel aux
PME qui souhaitent amliorer leurs rsultats
conomiques, environnementaux et sociaux
en engageant une dmarche de responsabilit socitale. Les 27 entreprises slectionnes dici le 15 dcembre 2013, seront
accompagnes pendant 14 mois par
le Groupe AFNOR. Ce nouveau financement,
dbloqu dans le cadre du Plan PME
de la Rgion Rhne-Alpes, fait suite au
lancement russi dune premire opration
collective fin 2012 (20 entreprises ont
rpondu positivement).
Pour en savoir plus sur le projet
Accs RSE 2 : afnor.org, rubrique Atlas >
Rhne-Alpes - Auvergne - Franche-Comt

27 SMEs based in
the Rhne-Alpes region
can get involved in a social
responsibility initiative
at least cost
The Rhne-Alpes Region is calling
for SMEs seeking to improve their economic,
environmental and social results by
initiating a social responsibility initiative.
The 27 companies selected by December 15,
2013 will receive support from the AFNOR
Group for 14 months. This new funding,
released within the scope of the RhneAlpes Region SME Plan, follows on from
the successful launch of a first collective
program in late 2012 (positive responses
from 20 companies).
For more information on the Accs
RSE 2 project: afnor.org, Atlas section >
Rhne-Alpes - Auvergne - Franche-Comt

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.

Certification de service :
pourquoi sengager
dans une telle dmarche ?
Pour quels bnfices ?
23 organismes tmoignent

K13 11 065 - 100059 - 2013/11. Document imprim sur papier certifi PEFC/10-31-1427

Publication/

Appel
candidature/
Call for
applications/