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& performance cti o n P.13 Renforcer et accompagner la qualité des soins Strengthening and supporting the quality of care 10 mars/march 2010 LE MAGAZINE D’AFNOR CERTIFICATION AFNOR CERTIFICATION MAGAZINE Une démarche QSE au fil de l’eau QSE in a streamlined approach to water management L’ISO 14001 par étapes s’exporte ISO 14001 step by step is becoming popular abroad Actualité de la marque NF NF mark current events P.08 P.10 P.21

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  • &performancection

    P.13Renforcer et accompagner la qualit des soinsStrengthening and supporting the quality of care

    10mars/march2010LE MAGAZINE DAFNOR CERTIFICATIONAFNOR CERTIFICATION MAGAZINE

    Une dmarche QSE au fil de leauQSE in a streamlinedapproach to water management

    LISO 14001 partapes sexporte ISO14001 step by step is becoming popularabroad

    Actualit de la marque NF NF mark currentevents

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    P.10

    P.21

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    clients en bref/ clients in brief/

    Sevme Informatique, un bel exemple de fidlit clientPremier dossier ouvert par AFNOR Certification (AFAQ lpoque !), la socitSevme Informatique &Services, certifie depuis1991, renouvelle pour lasixime fois conscutive sacertification ! Un bel exemplede fidlit client pour cettestructure taille humainedune vingtaine de salaris,situe Aubagne, et dont le responsable qualit est en contact avec AFNORCertification depuis lorigine.

    Sevme Informatique, a fine example ofcustomer loyalty

    Sevme Informatique & Services was the firstapplication opened byAFAQ. Certified since 1991,the company is renewing its certification for the 6 th consecutive time! A fineexample of customer loyaltyfor this Aubagne organisationthat operates on a humanscale with twenty employeesand whose quality manager hasbeen in contact with AFNORCertification from the outset.

    Double achievement for Areva Executive management at ArevasGreater Paris sites was awarded dualISO 14001-OHSAS 18001 certificationfor their health, safety and environmentintegrated management system, whichis deployed across the La Fayette andTour Areva sites. Last October, JacquesBeslin, Deputy Director General ofAFNOR Certification, presented thedual certificate to Mickala Simsen,Director of Arevas Greater Paris sites,in presence of AREVA President Anne Lauvergeon and the key playerswho, since May 2008, had helpedusher in the management system. This certification, issued by AFNORCertification after an extensive in-depthaudit process, bears witness to thecommitment and dedication of Arevasexecutive management team tosystematise AREVAs health, safety andenvironment policies and to endorsesafety as a pillar underpinning all workat Areva, while at the same timeminimizing the environmental footprintof the corporations Paris sites.

    Doubl gagnant pour Areva La direction des sites de la rgionparisienne dAreva a obtenu ladouble certification ISO 14001 etOHSAS 18001 pour son systme de management intgr en sant,scurit et environnement dploysur les sites La Fayette et Tour Areva.En octobre dernier, Jacques Beslin,directeur gnral dlgu dAFNORCertification a ainsi remis le doublecertificat Mickala Simsen, directeurdes sites de la rgion parisienne, en prsence de la prsidente, Anne Lauvergeon, et des principauxacteurs qui ont particip, depuis mi2008, la mise en place du systmede management. Cette certification,dlivre par AFNOR Certification au terme dun audit approfondi,tmoigne de lengagement et de lavolont de la Direction de dcliner lespolitiques sant, scurit et environne-ment dAreva et dinscrire la scuritdans tous les actes professionnelstout en minimisant lempreinte envi-ronnementale des sites parisiens.

    les bilans responsables confirmentque la notion de responsabilitsocitale nest pas rserve quauxgrandes entreprises !

    Eleven Languedoc-Roussillon-based companies assess theircorporate social responsibilityIn the wake of a series of sustainabledevelopment initiatives led in the Languedoc-Roussillon region,ADEME (French agency for theenvironment and energy management)teamed up with the local regionalcouncil with the aim of getting reliable,fully-objective metrics on the real

    performances of companies signedup to the initiatives. The mission was entrusted to the AFNOR Groupand its AFAQ 1000NR assessmentmodel. AFNOR teams audited 11 Languedoc-based SMEs*, eachcounting 6 to153 employees, over2009. The results are convincing,since half of the population obtained the maturity rating (3/4).

    Besides reassuring the businessmanagers that their approach was on the right track, the CSRperformance reviews confirmed that corporate social responsibilitywas far from being monopolized by the majors enterprises alone!

    Onze entreprises du Languedoc-Roussillon valuent leur responsabilit socitaleSuite aux initiatives dveloppementdurable menes en Languedoc-Roussillon, lAdeme et la Rgion ont souhait mesurer, selon unemthodologie objective et fiable, leniveau de performance dentreprisesimpliques dans ces dmarches. Unemission confie au groupe AFNOR et son modle dvaluation AFAQ1000NR.11 PME languedociennes*,de 6 153 personnes, se sontprtes lexercice en 2009. Les rsultats sont probants, la moitides effectifs ont obtenu la note maturit (3/4). Outre le fait deconforter les chefs dentreprise dansla pertinence de leur dmarche,

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

    Jacques Beslin, directeurgnral dlgu

    dAFNOR Certification et Mickala Simsen,

    directeur des sites Areva de la rgion parisienne.Jacques Beslin, Deputy

    Director General of AFNORCertification, and Mickala

    Simsen, Director of ArevaGreater Paris sites.

    * AGROSUD, APF INDUSTRIES,BIOVIVA EDITIONS, ILO, JEANJEAN,

    LES BRASERADES, MEDITHAUMAREE, PAD, POLES SUD, SAIPOL,

    TERRA SOL.

  • La dmarche ISO 9001 de laroport met fortementlaccent sur la qualit du service aux utilisateurs.The airports ISO 9001 procedureplaces a strong emphasis on the quality of service for users.

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    >>>>>>>>> Tout juste certifi ISO 9001, laroport daffaires lyonnais souhaitenaviguer vers dautres certifications. Mme si, pour lheure, il entend capitalisersur la maturit de sa dmarche souligne par les auditeurs dAFNOR Certifi-cation pour renforcer plus encore sa qualit de service.

    Lyon-Bron airport, looking to take off>>>> Freshly-certified to ISO 9001, the Lyon-based business airport is charting a coursetowards other certifications. In the meantime, the watchword is to capitalize on what the AFNORCertification auditors highlighted as the maturity of its approach so as to further anchor thequality of service delivery.

    Laroport de Bron se sent pousser des ailes

    Contrairement son grandfrre Saint-Exupry, certifiISO 9001, ISO 14001 etOHSAS 18001, laroport daffaires de Bron navaitjusquen 2006, entreprisaucune dmarche de certifica-tion. Il fallait rattraper notreretard , rsume ric Dumas,directeur de laroport de Bron,gr par Aroports de Lyon qui coiffe les deux sites aro-portuaires lyonnais. travers la certification ISO 9001dcroche en dcembredernier, il sagissait aussi defiabiliser les mthodes detravail, de passer dune cultureorale des instructions criteset de sancrer dans unelogique de suivi et damliora-

    In opposition to the bigger,more recent, Lyon-Saint-Exupry airport, which boastsISO 9001, ISO 14001 andOHSAS 18001 certification, theLyon-Bron business airport hadnever chased any certificationuntil 2006. It was time to makeup for lost time claims EricDumas, director of the Lyon-Bron airport, managed by the Aroports de Lyon which has overall responsibility for the two airport sites in the Lyon agglomeration. The aim of acquiring the ISO 9001certification last December wasalso to solidly anchor the workmethods, to switch from a verbaltask management culture towritten instructions, and to bed in a systemized process

    tion. Notre but tait dafficherun atout concurrentiel et dedisposer dun ssame permet-tant de faire savoir que laro-port de Bron place le client aucur de ses proccupations ,ajoute ric Dumas.

    Un audit sans pressionparticulire Pendant trois ans, la direction a donc dploy sa dmarcheISO 9001 en mettant fortementlaccent sur la qualit duservice rendu aux utilisateurs.Dans ce but, elle a choisi de certifier un primtreenglobant lensemble des prestations daviation daffaires :de lassistance descale(dchargement des bagages,fourniture dnergie et deaupotable pendant le stationne-ment de lavion) aux aspectstechniques des mtiers delaviation. Une dmarcheconduite en autonomie par

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

    Aroport Lyon Bron

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    commun aux deux sites. Bron a su construire unsystme qualit de faon ind-pendante, et il est trs bienorganis pour rpondre aux exigences de laviationdaffaires , souligne RobertMassot, qui a audit le site. Il dveloppe aussi une bonnegestion de son patrimoine, en capitalisant sur son savoir-faire pour souvrir dautresactivits. Bron accueille par exemple les rotations detransport dorganes quidemandent une grande dispo-nibilit de la piste . Un atoutqui a permis aux quipes de se familiariser avec lesdmarches de certification. Pour prolonger les heuresdouverture de la tour decontrle, nous devons en effettre certifis par laviation civile sur tout ce qui concerneles prestations dinformation de vol , explique ric Dumas.Aussi laudit de certification ISO 9001 sest-il droul sans pression particulire ,de laveu du directeur quiestime que la bonne compr-hension de lactivit aro-portuaire dont font preuve lesquipes du groupe AFNOR , a facilit lexercice.

    ric Dumas envisage donc une suite cette premirecertification, mais prvient-il, nous allons dabord nousattacher faire vivre le systmeet lamliorer . La tchedevrait tre facilite par unevision amlioration continuepertinente bien gre avec lesoutils informatiques , et par laforte implication de la direction.Les Aroports de Lyon sap-prtent ainsi faire partie despremiers participants du clubEFQM en voie de cration parla dlgation rgionale dugroupe AFNOR en Rhne-Alpes.

    monitoring and improvementpolicy. As Eric Dumas adds, our goal was to display acompetitive edge and to have an open sesame in order tovector the message that Lyon-Bron airport is entirely customer-oriented.

    An audit with no real pressureTop management therefore setout on a three-year programmeto deploy ISO 9001, with theonus naturally on quality ofservice delivery to airport users.They elected to certify aperimeter encompassing the fullrange of business flight services:from stop-over support(baggage handling, or energysupply and drinking waterdelivered while the aircraft isparked) through to technicalaviation support services. The certification initiative wasconducted independently fromSaint-Exupry, even thoughcertain flight support processessuch as safety, HR and finances,purchasing, and maintenanceare handled by personnelcommon to both sites. RobertMassot, who audited the site,reports that Lyon-Bron hasbeen able to independently buildits own quality system, and isexceptionally well-organised tomeet business aviation needs. It has also developed a solidsystem for managing its assetbase, capitalizing on its coreskillsets to expand into otheractivity centres, as illustrated

    rapport Saint-Exupry, mmesi certains processus supportscomme la sret, la gestiondes ressources humaines et financires, les achats ou la maintenance sont pris en charge par du personnel

    by the fact that Lyon-Bron hostsa donor organ transportationshuttle, which is heavilydependent on runway slotsbeing made available. Assetslike these have enabled theteams to get to grips with thecertification approaches. Eric Dumas adds that beforewe can extend the airportcontrol tower operating hourswe need to secure civil aviationcertification across the full scopeof flight information services.He claims that, all in all, the ISO 9001 certification auditwas conducted with no realpressure _ especially since the exercise was facilitated by what he qualified as acomprehensive understandingof airport activities demonstratedby the AFNOR Group team.

    He has now turned his sightstowards the next step up in certification, although heunderlines that our primarymission right now is to nurtureand improve the system. Thereare IT tools in place to keep ourcontinual improvement visionfocused and managed _ afactor that, alongside strong top-down commitment fromexecutive management, shouldfacilitate the task. The Aroportsde Lyon is also getting ready to become one of the firstmembers of an EFQM clubinitiative currently being set upby the AFNOR Rhne-Alpesregional delegation.

    / SUITE / FOLLOWING /

    Laroport de Bron se sent pousser des ailesLyon-Bron airport, looking to take off

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

    Repres

    Troisime aroportdaffaires franais derrirele Bourget et Cannes-Mandelieu, Bron a vu sonactivit progresser de 15 %chaque anne entre 2005 et 2008. Il gre aujourdhui 7 000 mouvements daviationdaffaires par an. Laroportlyonnais, comme celui deSaint-Exupry, est membredes Aroports de Lyon,dtenu majoritairement parltat (60 %), la CCI de Lyon(25 %) et les collectivitslocales (Grand Lyon 5 % ;Dpartement du Rhne 5 % ;Rgion Rhne Alpes 5 %).

    At a glance

    Third biggest businessairport in France behind Le Bourget and Cannes-Mandelieu, Lyon-Bron posteda 15% annual growth rateover the 2005-2008 period. It now handles 7,000business and commercialflights a year. Like the otherLyon-based airport Saint-Exupry, Lyon-Bron is a partof the Aroports de Lyon, in which the government ismajority shareholder (60%),followed by Lyon Chamber of Commerce and Industry(25%) and local councilauthorities (Greater Lyon 5%;Rhne department 5%;Rhne-Alpes region 5%).

    Aroport Lyon Bron

    Bron allie efficacement dmarche qualit et processus supports mutualiss avec Saint-Exupry.

    Bron effectively combines an independent QMS and support processes shared with Saint-Exupry.

  • La croissance du groupe est rythme par louverture de nouveaux rfrentiels de management.As the group has grown, it hasopened out to new managementstandards.

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    >>>> En signant un accord cadre avec AFNOR Certification, le groupe Corrzien,spcialiste des rseaux de transport et de distribution dnergie, souhaitepartager ses meilleures pratiques entre ses 47 filiales. Sans quaucune ne perdeson autonomie.

    Sicame reinforces its integrated QSE management systems>>>> In signing a framework agreement with AFNOR Certification, the Corrze group, whichspecialises in transport and energy distribution systems, is seeking to share its best practicesbetween its 47 subsidiaries, without any of them losing their autonomy.

    Sicame conforte ses rseaux de management intgr QSE

    En 50 ans, le groupe Sicame,n Pompadour en Corrze,sest construit par croissancesinterne et externe. Il regroupeaujourdhui 47 socits dans le monde. Toutes uvrentdans les mtiers des rseaux,de la distribution dnergielectrique, de la fabrication ou de la vente de produits et services lis ces activits(matriels de scurit, connec-tique). Une spcificit pourune socit qui se dfinitcomme un groupe original dePME en mouvement : chaquefiliale est autonome dans sagestion mme si, lchelle du groupe, des structures decoordination en marketing,vente, qualit, gestion indus-trielle, R&D, garantissent

    Over 50 years, the SicameGroup, founded in Pompadour,Corrze, has built itself up viainternal and external growth. It now contains 47 companiesworldwide, all working in thefield of systems and electricalenergy distribution, andmanufacturing or sellingproducts and services linked to these activities (safetyequipment, connectors, etc.). A unique feature for a companythat sees itself as an originalgroup of fast-moving firms:each subsidiary is autonomousin its management, even though,on a group scale, coordinationstructures for marketing, sales,quality, production managementand R&D provide a certainconsistency. This managementmodel has made a greatcontribution to our success,

    une certaine homognit. Ce modle de management a largement contribu notrerussite , reconnat PhilippeArmand, directeur gnral deSicame. Tout comme la qualit : la qualit des produits et desservices, due nos clients, atoujours t notre souci majeur.Elle a permis dassurer augroupe sa croissance rgulireet rapide. Notre premire certification ISO 9000 remonte 1993. Un partenariat a trstt t conclu avec AFNORCertification afin de renforcernos dmarches qualit au fur et mesure de notre crois-sance et de nous ouvrir de nouveaux rfrentiels de management , retrace Philippe Armand. Ces prioritsont conduit la totalit desusines du groupe la certifi-cation ISO 9001. Plusieurs sont galement certifies ISO 14001, et des dmarchesscurit sont en cours dedploiement.

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

    Sicame

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    Un benchmarking adaptaux ralits du terrainDepuis cinq ans, Sicame sest engag dans une tapeplus ambitieuse : Grce une collaboration soutenueentre nos filiales, nous avonssouhait donner un nouvelessor cette stratgie. Notreobjectif est dabord davoir un maximum de socits franaises engages dans un systme de managementintgr QSE dici 2012 et de faire partager les bonnespratiques , annonce ledirecteur gnral. Dans cetobjectif, Sicame et AFNORCertification ont sign endcembre dernier un accordcadre. Il permettra de tirerpartie des meilleures exp-riences de chaque socit.

    said Philippe Armand, ManagingDirector of Sicame. Just likequality: the quality of theproducts and services that weoffer our customers has alwaysbeen our major concern. It hashelped the group to achievesteady, rapid growth. Our firstISO 9000 certification goes back to 1993. We very quicklyset up a partnership withAFNOR Certification to reinforceour quality procedures as we grew and to introduce us to new management standards, said Philippe Armand. These priorities led all the

    Un auditeur coordinateur seradsormais charg de suivre lesdmarches pour en retenir lemeilleur et de mettre disposi-tion ces enseignements pourtoutes les filiales. Au fil desannes, nous avons remarquque des auditeurs taient inter-venus dans plusieurs socits,et leurs rapports intgraientbien souvent ce paramtre entablissant certaines comparai-sons. Avec le groupe AFNOR,nous avons dcid daller plusloin et de tirer partie des expriences de certification des filiales. Ce travail vagalement nous permettre devoir comment la politique dugroupe est applique. Mais enaucun cas il ne vise imposerun systme commun, carchaque filiale a ses contraintes,son identit et il nous tientparticulirement cur de respecter cela , insistePhilippe Armand. Cetteautonomie permet aussi auxfiliales, lchelle mondiale,dadapter leurs dmarches decertification lenvironnement,aux contraintes locales etsurtout aux exigences de leurspropres clients.

    groups factories towards ISO 9001 certification. A number of them also have ISO 14001 certification, andsafety procedures are currentlybeing deployed.

    Benchmarking adapted to the realities of the fieldIn the last 5 years, Sicame hasembarked on a more ambitiousstage: As a result of closecollaboration between oursubsidiaries, we wanted to givethe strategy a new lease of life.Our aim is, first and foremost, tohave as many French companiesas possible involved in anintegrated QSE managementsystem between now and 2012and to share good practices,stated the Managing Director.With this aim in mind, Sicameand AFNOR Certification signeda framework agreement lastDecember, which will allow the group to benefit from eachcompanys best experiences. A coordinating auditor will nowbe responsible for monitoringprocedures, choosing the bestand providing this informationfor all the subsidiaries. Over theyears, we noticed that auditorshad intervened in severalcompanies and their reportsoften included this parameter by drawing certain comparisons.With the AFNOR Group, we have decided to take a stepfurther and benefit from oursubsidiaries certificationexperiences. This will alsoenable us to see how grouppolicy is being applied. But ithas no intention of imposing a common system, as eachsubsidiary has its ownconstraints, and identity and we are particularly keen torespect that, emphasisedPhilippe Armand. This autonomyalso allows the subsidiariesworldwide to adapt theircertification procedures to theenvironment, to local constraintsand, above all, to their owncustomers requirements.

    / SUITE / FOLLOWING /

    Sicame conforte ses rseaux de management intgr QSESicame reinforces its integrated QSE management systems

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

    Repres

    Prsent dans 23 pays et sur les cinq continents,le groupe Sicame estcompos de 47 socits,dont 14 situes en France.Le groupe est spcialisdans le transport et la distribution dnergielectrique. Il fabrique et commercialisegalement de loutillage et des produits permettantdinstaller et dentretenirles rseaux de transport et de distributiondlectricit. Il emploie 1 850 personnes (1 100 en France) et a ralis 272 millions deuros dechiffre daffaires en 2008.

    Markers

    The Sicame Group operates in 23 countries on five continents,(head office in Pompadour,Corrze). It is made up of 47 companies,14 of which are in France. The group specialises in transport and electrical energydistribution. It also manufacturesand sells tools and products usedto install and maintain transportand electricity distributionsystems. It employs 1,850 people(1,100 in France) and achievedsales of 272 million euros in 2008.

    Sicame

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

    Repres

    Fond en 1985, le groupe SgulaTechnologies opre dans le secteur delingnierie et du conseil en innovation.Il apporte des solutions innovantespour les dveloppements produits, les moyens de production et les systmes dinformations de ses clients. La socit rassembleaujourdhui 6 500 collaborateurs etaffiche 514 millions deuros de chiffredaffaires en 2008, dont 20 % raliss linternational. Organis en dpartements marchs pour mieux rpondre aux exigences et spcificits de chaque secteurdactivit, le groupe est prsent dansune vingtaine de pays rpartis sur 4 continents.

    At a glance

    Sgula Technologies was founded in 1985 as an engineering andinnovation consultancy. It providesits customers with innovative productdevelopment, production facilitiesand information systems solutions.The firm currently employs a staff of6,500, and in 2008 posted 514M inturnover, 20% of which was achievedat international level. Organised intomarket departments to best meetthe specific needs and requirementsof each business segment, Sgulatechnologies has agencies in around twenty countries across fourcontinents.

    En prnant une vision de la qualit dnue de toutelogique de contrainte, la directrice du recrutement,de lemploi et de la communication de Sgula Tech-nologies a contribu donner du sens et exprimerla vritable identit dun groupe en forte expansion.Itinraires croiss entre une femme convaincue etune organisation apprenante .

    la tte de la direction du recrutement, de lemploi etde la communication du groupe Segula Technologies,Judith Dumas sattache construire la marqueemployeur de Sgula Technologies . Un nouveauchallenge pour celle qui tait auparavant directricequalit/organisation de la socit spcialiste delingnierie et du conseil en innovation. Sgula Techno-logies uvre en effet pour les secteurs de laronau-tique, du nuclaire, du ferroviaire, de la pharmacie, eta su sattacher la confiance de clients comme Total,EADS, Alstom, la RATP et bien dautres. Jai acquis laconviction que la qualit doit tre un outil au service delorganisation des entreprises, et un moyen de faire ensorte que tous les collaborateurs peroivent cette visionet sy reconnaissent. Partant de l, les rfrentiels sontdes outils qui offrent des repres et qui permettent deviser une organisation optimale , commente celle quia conduit des dizaines de dmarches de certificationdepuis le dbut de sa carrire et a notamment permis Sgula Technologies dtre certifi ISO 9001 et EN 9100.Elle fait encore aujourdhui volontiers le lien entre sanouvelle mission et lancienne : Travailler sur desenjeux comme lgalit homme femme, ou celui de ladiversit au travers du plan espoir banlieue, se rapportetroitement au dploiement dun rfrentiel. partirdun cadre, il sagit de voir comment se lapproprier etfaire en sorte que cela suscite ladhsion des quipes ,estime Judith Dumas.

    Construire sur la dureLenjeu est de taille puisque Sgula Technologies intgredepuis plusieurs annes prs de 1 500 nouveaux colla-borateurs par an, sans compter ceux issus des opra-tions de croissances externes. La qualit nous apermis de dfinir les besoins de notre organisation, demettre en place les outils pour y rpondre et de donnerdu sens en homognisant la culture de lentreprise ,explique Judith Dumas, qui crot galement beaucoupau modle de lentreprise apprenante . Elle est ainsi lorigine de la mise en place dun systme dedocumentation en ligne pour rassembler la mine dedocuments que sont les procdures qualit et unemultitude de rgles de bonnes pratiques en vigueurdans lentreprise. De quoi structurer une organisationprenne et de la doter dune image qui lui ressemble : Nous sommes dans une entreprise familiale etpatrimoniale que nous construisons sur la dure. Pournous, btir une image dentreprise signifie communiquersur notre principale richesse : lexpertise et la passiondes hommes qui composent nos quipes , conclut elle.

    Sens et qualit, une conviction pour Judith Dumas

    Judith Dumas a conduit des dizaines de dmarches de certificationdepuis le dbut de sa carrire.Since the start of her career, Judith Dumas has led dozens ofcertification initiatives.

    Quality making sense, a conviction held by Judith DumasBy advocating a vision of quality stripped of anyconstraint-driven rationale, the director of recruitment,employment and communication for SgulaTechnologies added a sensemaking dimension and unlocked the real identity of a fast-expandingcorporate group. Cross portraits of a committedwoman and a learner organization.

    In her function as head of recruitment, employmentand communication management at Sgula Technologies,Judith Dumas is wholly focussed on buildingemployership brand identity for Sgula Technologies.This is just the latest challenge for this former head ofquality/organizational infrastructure at the sector-leading engineering and innovation consultancy.Sgula Technologies delivers solutions for industrysectors spanning aeronautics and nuclear powerthrough to rail transport and pharmacy, earning thetrust of blue-chip clients such as Total, EADS, Alstom,the RATP and many others. I have acquired theconviction that quality must act as a tool at the serviceof corporate organisation, and constitute a meansenabling all collaborators to perceive this vision and toadhere to it. Consequently, reference benchmarks aretools that provide organizational bearings, the steppingstones towards optimal organization. This is theexperienced view of someone who, since the start ofher career, has led dozens of certification initiatives,ultimately securing ISO 9001 and EN 9100 certificationfor Sgula technologies. Indeed, she is quick to citequality standards as the tie for transitioning from herlast mission to the new one: Working on issues likegender equalities or diversity through the Hope plan fordisadvantaged suburbs scheme is closely related to the operational deployment of a reference benchmark.You start out with a framework, and then look at how to adopt it and make sure your teams buy into it.

    Building for the futureThe stakes are high, since in recent years SgulaTechnologies has been recruiting new staff at a rate ofup to 1,500 per year, without counting those integratedthrough mergers and acquisitions. Judith Dumasexplains how quality has enabled us to define ourorganizational needs, implement tools to meet theseneeds, and give meaning to what we do by facilitatinga core, shared, corporate culture. She is also a firmadvocate of the learner organization model a belief that led her to introduce an on-line documentmanagement system to reel in what she calls thecompanys document wealth, i.e. the quality proceduresand the multitude of good practice rules in use withinthe company. Means which, in turn, help scaffold alasting future for the business, and forge the imagethat fits: We are a traditionally family-owned, family-run business that is building for the future. Ourguiding policy is that building our corporate identitymeans communicating on our core resource: theexpertise and raw dedication of our team people.

    PORTRAIT

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

    Lusine test pour la dmarcheS&ST tait isole de touteinfrastructure et des premierssecours.The test factory for the S&STprocedure was deliberatelyisolated from all infrastructuresand from emergency services.

    >>>> En partant dun systme danalyse des risques prenant en compte la foisles dimensions sant, scurit et environnement, la Sngalaise des Eaux dploiepeu peu sa dmarche QSE dans une stratgie globale de dveloppement durable.

    QSE in a streamlined approach to water management>>>>> Starting out from a risk analysis system co-integrating health, safety and environmentdimensions, the Sngalaise des Eaux has progressively deployed its QSE approach into a coresustainable development strategy.

    Une dmarche qualit,scurit, environnement au fil de leau

    La SDE (Sngalaise desEaux) fournit de leau potable prs de 5 millions deSngalais. Pour le manage-ment de lentreprise, le rle de la SDE va bien au-del de la simple exploitation dunedizaine dusines et du rseaunational deau potable : qualit,scurit et environnement sont aujourdhui le fondementmme de son activit. Nousavons dcouvert la qualit en1999, lorsquOlivier Bouyguesen a fait une priorit pour lensemble de son groupe.Nous y avons pris got car cela nous a permis de gagneren efficacit et daccrotre nosperformances , explique

    The Sngalaise des Eaux(SDE) provides around 5 millionSenegalese with drinking water.To manage this enterprise, the role mandated to the SDEextends well beyond simplyacting as operator of a dozentreatment plants alongside thenational water supply network:quality, safety and theenvironment have now emergedas the very foundationunderpinning the SDEs coreactivity. Abdourahmane Ba, theSDEs chief QSE officer, explainsthat we were introduced toquality in 1999, when OlivierBouygues set quality as astrategic corporate-wide priorityacross the Bouygues holding.The idea took hold, as it enabled

    Abdourahmane Ba, responsable QSE de la SDE.

    Un test grandeur natureAprs avoir dcroch la certi-fication ISO 9001 en 2002, les dirigeants de lentrepriseont mis laccent sur la sant et la scurit. Notre mtiercomporte des risques impor-tants pour nos collaborateurscomme la manipulation deproduits chimiques, les risquesincendie, lectriques, routiers,les travaux en hauteur ,justifie le responsable QSE.Des missions qui prsentent un danger pour les hommescomme pour lenvironnement. En plus de la mise en placedune mthodologie danalysedes risques en sant etscurit, nous avons intgrdes analyses environnemen-tales dans lensemble de nos installations , souligneAbdourahmane Ba.

    Sngalaise des Eaux

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    a meetingwith.../

    rencontre/

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

    que nous exploitons ne nousappartiennent pas en raison de la nature de notre contrat,o la lgislation est parfois endphasage avec le contexte(dcharges sauvages, absencede plateformes de tri desdchets). Devant le peudimplication de lautorit affermante, nous avons dciddinvestir sur nos propres fonds pour raliser des travauxindispensables la mise enuvre dune dmarche QSE ,souligne Abdourahmane Ba,qui souhaite dsormais tendrela dmarche QSE lensembledu primtre du groupe.

    us to become more efficientwhile improving performance.

    A life-size testAfter securing ISO 9001certification in 2002, the SDEtop management honed in on health and safety. Asunderlined by QSE managerAbdourahmane Ba, techniciansand teams in our business facemajor risks, such as handlingchemicals, fire risks, electricalrisks, or the risks involved inroad haulage or working atheights. The missions involvedgenerate dangers not just forpeople but also the environment.Abdourahmane Ba is keen toadd that the implementation ofrisk analysis procedures wasextended from health and safetyto equally encompass theenvironment, though analysesspanning all our facilities.

    Risk analysis tools wereimplemented in a test plantlocated well away from anytransport infrastructure, and even further away from thenational emergency services.The chief QSE officer summedup the situation in these terms:if we had to contend with anemergency, any problem wouldhave quickly spiralled into a

    disaster. It took a full two yearsto secure the first OHSAS 18001certification. All SDEs plantshave since been certified, with QSE certification nowencompassing centralmaintenance services and thecentral laboratory. SDE got therein stages, through a processretraced by Abdourahmane Ba:As we set out on AFAQ 1000NRassessment back as early as2006, we learned we werealready doing things right onthe environmental front, and justhad to structure our proceduresfor integration into the continualimprovement system. AFNORCertification coached us into theAFAQ Environnement step-bstep environmental managementcertification system The principlehinges on progressivelyimplementing a three levelenvironmental managementsystem, gaining certifiedrecognition at each stepcompleted. This approachculminated in ISO 14001certification, which we securedin 2009 for all but one plant.

    The vast majority of wastestemming from the chemicalsemployed is now neutralized at-source. Process control overenergy consumption and thechemicals used is improvingconstantly, and all waste issorted and recovered. Wefaced a number of constraints:the framework governing ourleasehold contract means we donot own the infrastructuralproperty we operate, and thelegislation sometimes provesout-of-phase with the reality onthe ground (open dumping,absence of waste recyclingplatforms, etc.). Since we weregetting little sign of backing fromthe leaseholder agency, weelected to pump in our ownfunds to complete the buildingwork so crucial to our QSEapproach says AbdourahmaneBa, adding that he now intendsto extend the QSE initiativeacross the full perimeter of thecorporate holding.

    Des outils danalyse ont ainsit mis en uvre dans uneusine test, situe loin de touteinfrastructure de transport et plus encore des premierssecours. En cas de situationdurgence, tout problme se serait transform en catastrophe , commente leresponsable QSE. Deuxannes ont t ncessairespour dcrocher la certificationOHSAS 18001. Depuis toutesles usines ont t certifies. La certification QSE concernegalement le service de main-tenance centrale et le labo-ratoire central. Le fruit duncheminement par tapes : En mettant en uvre ds2006 lvaluation AFAQ1000NR, nous avons prisconscience que nous faisionsdj des choses bien enenvironnement, et quil suffisaitde les structurer et de lesintgrer dans notre systmedamlioration continue. Sous limpulsion dAFNORCertification, nous noussommes engags dans lesystme de certification AFAQEnvironnement par tapes. Le principe est la mise en uvre progressive dunsystme de management de lenvironnement en troisniveaux, avec une reconnais-sance pour chaque tape.Cette approche nous a permisdobtenir lISO 14001 en 2009, lexception dune usine ,retrace Abdourahmane Ba.

    Dsormais, la majorit desrejets, issus de lutilisation de produits chimiques, sontneutraliss la source. Lesconsommations nergtiques,lutilisation de produitschimiques sont de mieux en mieux matrises, et lesdchets sont tris et valoriss. Les contraintes taientnombreuses : les ouvrages

    Repres

    Activits : production, traitement, distribution deaupotable et gestion clientle.

    Actionnariat : ancienne filiale du groupe Bouygues, la SDE est aujourdhui contrle 65 %par Finagestion filiale du fondsdinvestissement ECP aux cts du groupe Bouygues.

    Sige : Dakar. Effectif : 1 125 personnes. Chiffre daffaires : 58,9 milliards

    FCFA (90 millions deuros environ). Organisation : la SDE exploite sous

    contrat daffermage avec ltatsngalais 11 usines de productiondeau potable, 160 forages et environ 7 000 kilomtres derseaux de distribution. Elle compte environ 500 000 clientsreprsentant 5 millions deconsommateurs.

    At a glance

    Core activities: production,treatment and distribution ofdrinking water; subscriber contractmanagement.

    Shareholdership: SDP was formerlya subsidiary of Bouygues holdings.Finagestion, a subsidiary of privateequity firm Emerging CapitalPartners, currently holds a 65%controlling share, alongside the Bouygues group.

    Headquarters: Dakar. Workforce: 1,125 employees. Turnover: 58.9 billion CFA francs

    (roughly 90 million Euros). Organization: SDE operates under

    an affermage-frameworked leasingcontract with the Senegalesegovernment covering 11 drinkingwater production facilities, 160 boreholes and a 7,000 kmwater supply network. SDE has aregistered 500,000 subscribers,providing water to 5 million people.

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

    Afficher la marque NF Btimenttertiaire dmarche HQE, cesttre en mesure de dmontrer laqualit intrinsque de btimentsconfortables, sains et respectueuxde lenvironnement, cest attesterde la qualit environnementale de leur exploitation et des bonnespratiques de leurs occupants.

    NF Tertiary Buildings inOperation combined with theHQE (High EnvironmentalQuality) procedure: the first to be certifiedThe EDF Tower, Bouygues SAshead office, Cur Dfense, Eight premier office and businessbuildings have just obtained thiscertification.Displaying the NF Tertiary Buildings/HQE procedure label means beingable to demonstrate the intrinsicquality of comfortable, healthy,environmentally friendly buildings,and to attest to the environmentalquality of the way in which they are operated and the good practicesof its occupants. Faced with the environmental targets set by the Grenelle de lEnvironnement,the French GovernmentsEnvironmental Consultation exercise,this certification is a necessaryoperational response available toowners, operators and users.

    Face aux objectifs environne-mentaux fixs par le Grenelle environnement, cette certificationsimpose comme une rponseoprationnelle, mise dispositiondes propritaires, exploitants etutilisateurs.

    NF Btiments tertiaires en exploitation associe la dmarche HQE : les premiers certifisLa Tour EDF, le sige social de Bouygues SA, Cur Dfense huitpremiers sites de btiments de bureaux et dactivits viennentdobtenir cette certification.

    Pour obtenir cet colabel, les produits ont dmontr leur conformit des critrescologiques et daptitude lusage : limitation des quantitsde matire utilises dans lesproduits ou utilisation de matiresrecycles, grande longueur dcriture et rsistance des mines. Les instruments dcrituremarqus NF Environnementcontribuent rduire limpact

    New: the Green BICThe BIC Group is the firstmanufacturer to receive the NF Environment WritingInstruments label for seven of its products, including thefamous orange ball-point pen. To obtain this eco-label, the productshad to show that they complied with certain ecological and usagesuitability criteria: limited quantitiesof materials used in the products or use of recycled materials, longwriting time and long-lasting leads.Writing instruments with the NF Environment label help to reducethe products negative impact on the environment, develop eco-responsible behaviour amongconsumers and meet one of the requirements of the Frenchgovernments environment debate,which obliges administrations to move towards eco-responsiblepurchasing by 2012.

    ngatif des produits sur lenviron-nement, dvelopper le com-portement co-responsable desconsommateurs et rpondent lune des exigences du Grenelleenvironnement qui dfinit horizon 2012 pour les adminis-trations des obligations dachatsco-responsables.

    Nouveau ! Le BIC Vert... Le Groupe BIC est le premier fabricant recevoir la marque NFEnvironnement Instruments dcriture pour sept de ses produitsdont lemblmatique stylo bille BIC orange.

  • p.11action&performance10

    NF mark current events/

    Lactualit de la marque NF/

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

    Des chiffres qui devraient tre revus la baisse : depuis le 23 fvrier, linstallation dedtecteur avertisseur autonomede fume (DAAF) est rendue obligatoire dans les logements de particuliers. Loccasion pour la marque NF de partir en campagne. Cre en 1999 linitiative dindustriels soucieuxde la fiabilit de leur produit, la marque NF DAAF distingueaujourdhui 41 rfrences, lemarch en comptant prs de 98.Appose sur ces dtecteurs qui alertent par un signal sonore dun dbut dincendie, lestampille NF garantit fiabilit et efficacit. Pour renforcer la frquence et le contenu descontrles, le cahier des chargessur lequel sappuie la certificationNF DAAF a t rvis. Une information destination des consommateurs est dispo-nible sur www.marque-nf.com.

    The NF DAAF mark on thecampaign trailA new fire breaks out every two minutes in France, leading to 800 deaths and 10,000 injuriesevery year. These figures should now berevised downwards: since February23, it has been made compulsory to have autonomous sensor smokealarms (DAAF) fitted in privatehomes. The time was right for theNF mark to hit the campaign trail.The NF DAAF mark was createdback in 1999 for a group ofmanufacturers keen to underscorethe reliability of their smoke-alarmsystems. It is now stamped on 41 of the 98 referenced products in the marketplace, where NF is the hallmark of reliable, efficientsmoke detectors that issue anaudible alarm if a fire breaks out.The specifications governing NF DAAF certification have beenredrafted to step up the frequencyand content of inspections. A consumer information advisory service is available atwww.marque-nf.com.

    La marque NF DAAF en campagne En France, un incendiese dclare toutes lesdeux minutes, avec pourconsquence 800 dcset 10 000 blesss.

    TeleperformanceFrance tend sa certificationNF Service Centrede relation client tous ses centresde contactCette certification constateles progrs mens par les diffrentes entits deTeleperformance Franceet souligne les points forts du nouvel ensemble : unedmarche structurante pourlintgration des socits au sein de la nouvelle UESTeleperformance France, une notion de service renduau client final fortement ancre dans les pratiques des conseillers clients, les cercles qualit, lefficacit des plans dactions,le professionnalisme etlengagement des quipes tous les niveaux delentreprise.

    TeleperformanceFrance extends its NF Service "CustomerRelations Centre"certification to all itscontact centres This certification recognisesthe progress being made bythe various TeleperformanceFrance entities and highlightsthe strengths of the new unit: a structuring procedure forintegrating companies into the new UES TeleperformanceFrance, a notion of servicerendered to the final customerthat is strongly rooted in thepractices of the customeradvisors, the quality circles, the effectiveness of action plans,professionalism and thecommitment of teams at all levels of the company.

    La marque NF Service Centre de relation client volue pour prendre comme cadre de rfrence la normeeuropenne NF EN 15838. Lobjectif ? Intgrer les nouveauxenjeux des centres de relation clients : la performance du service, lorganisation de la structure et le volet social !

    The NF Service CRC mark is being upgraded to adopt European standard NF EN 15838 as reference framework. The objective is to integrate new challengesfor customer relations centres: service performance levels, structuralorganization, and the social dimension!To learn more: www.marque-nf.com

    en bref/ Keynotes/

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

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    clients in brief/

    clients en bref/

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

    valuateur externe expert sadresse principalement auxdirecteurs dtablissements et aux consultants du secteurpossdant une vision globalede la gestion des structures. Le deuxime niveau concerneles managers dsireux deprogresser dans la pratique de lvaluation externe et le dernier vise les intervenantsqui dbutent dans la dmarchede lvaluation interne.

    Certification for social-economy professionalsCertification of competencesfor auditing social-economyorganizations is catching on,with 215 professionals alreadysigned up. This certificate is valid for a four-year period,

    providing guarantees that the assessor is competent andqualified to assess social ormedical-social services asdefined in the decree 2007-975of May 15, 2007. The initiative is based on ISO 17024 requirements relative to thecertification of competences and proposes three levels ofcompetence. The highest level expert external assessor is primarily targeted at directorsof social-sector institutions and sector consultants with an all-round vision of how thesector structures are managed.The second level concernsmanagers who wish to progressin running independent auditassessments, while level three isa starter level for people settingout in internal assessment.

    Des professionnels delconomie sociale certifis

    La certification de comptences des valuateursdes organisations de lcono-mie sociale a dj sduit 215 professionnels. Dlivrpour quatre ans, ce certificatgarantit les comptences de la personne mener lvaluation d'une structure du secteur social ou mdico-social tel que dfinie dans le dcret 2007-975 du 15 mai2007. Sappuyant sur la norme ISO 17024 exigencesrelatives la certification decomptences la dmarchepropose trois niveaux decomptences. Le plus complet

    chaleur dans le btimentAutant de performances quirsultent de la mise en uvrede solutions maison : mesurespar usage, systme de gestion technique du btimentassurant loptimisation et le pilotage de sa performancenergtique. travers cettecertification, Schneider Electric,spcialiste mondial de lagestion de lnergie, vise deuxobjectifs : tre exemplaire dans la gestion de lnergie surses propres sites, et prsenterune vitrine de son savoir-faireet des offres quil propose ses clients.

    Schneider Electric opens the energy file Schneider Electric has given AFNOR Certificationthe task of evaluating its energymanagement procedure underthe EN 16001 standard. The site

    chosen for this pilot certificationis none other than the HQE in Rueil-Malmaison (Hauts-de-Seine). Inaugurated in 2008, theHIVE (Hall of innovation andenergy showcase) has producedsome remarkable figures: energyconsumption divided by four,the 1,700 employees from the 6 historic sites in the Parisregion brought together underthe same roof, 3,000 chilledbeams to distribute heat moreefficiently around the buildingAll of which has come fromusing home-made solutions:measurement by use, and abuilding management systemthat optimises and managesenergy performance. SchneiderElectric, a world specialist inenergy management, has two aims arising out of thiscertification: to set the energymanagement example on its own sites, and to act as ashowcase for its know-how andthe products and services itoffers its customers.

    Schneider Electric ouvre le volet du mana-gement nergtique

    Schneider Electric confie AFNOR Certificationlvaluation de sa dmarche de management de lnergieselon la norme EN 16001. Le site retenu pour cette certi-fication pilote nest autre que le sige social HQE de Rueil-Malmaison (Hauts-de-Seine).Inaugur fin 2008, le HIVE(pour Hall de linnovation etvitrine de lnergie) livre des chiffres remarquables : une consommation dnergiedivise par quatre, les 1700employs des 6 sites histo-riques de la rgion parisiennerassembls dans un mmebtiment, 3 000 poutres froidesdestines mieux rpartir la

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    Secteur de la sant

    specialreport/

    dossier/

    The health sector

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

    Renforcer et accompagnerla qualit des soinsStrengthening and Supporting the Quality of Care>>>>> Quand la sant est en jeu, la qualit est de mise ! Aux cts des professionnelsde sant, AFNOR Certification construit une offre adapte pour contribuer lam-lioration de la qualit des soins.

    >>>>>>> When health is at stake, quality must be a reality! Alongside healthcare providers,AFNOR Certification is building a suitable offer in order to help improve the quality of care.

  • .10mars/march 2010

    p.14action&performance10 AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

    Mettre le patient au cur dusystme de sant. Ce mmeobjectif rassemble aussi bienles centres de recherches, leslaboratoires danalyse mdicale,les hpitaux que les grandslaboratoires pharmaceutiqueset leurs fournisseurs. Dans laligne de mire, une amliorationglobale de la qualit des soins,avant, pendant et aprs la priseen charge des patients.Premire garante de lexcel-lence des soins, la rglementa-tion encadre dj troitementles pratiques, linstar de la loiHpital Patient Sant Territoire(HPST) de juillet 2009. Elle vise moderniser lorganisation de notre systme de santpour permettre tous un accsaux soins de qualit, expliqueMarie-Jsus Herrero, ingnieurcommercial Sant chezAFNOR Certification. Le texterpond ainsi de grandsenjeux politiques, conomiqueset de sant publique : qualitdes soins, rduction des cots,rationalisation de loffre et

    encadrement des pratiquesprofessionnelles .

    Consquence directe de la loi,les laboratoires danalysesmdicales doivent dornavantobtenir une accrditation auprsdu Cofrac. Dici le 1er novembre2016, ils devront se conformer la norme ISO 15189 quispcifie les exigences dequalit propres leur mtier.

    Pour lindustrie pharmaceutique,la qualit et la sret des mdi-caments sont au cur desproccupations. Les grandslaboratoires obissent donc des rgles strictes dautorisationde mise sur le march et debonnes pratiques de fabrication.Et depuis la loi sur lassurancemaladie daot 2004, leuractivit de visite mdicale doittre certifie selon une proc-dure de la Haute Autorit deSant (HAS) en vue damliorerla qualit de linformationdiffuse aux mdecins. Avec la certification de lactivitde visite mdicale et la dmarche mise en place par lassociation BioQualit,AFNOR Certification accom-pagne les professionnels desant vers la conformit. Et leur permet daller plus loin.

    Assurer une scuritoptimale Dans le secteur hospitalier etclinique notamment, les appro-ches destines amliorer la qualit du service apportaux malades sont nombreuses.Certaines cliniques privesoptent pour des rfrentielsdengagements de service sur laccueil, linformation etlcoute du patient et la prise encharge de la douleur. Dautres,privilgient lISO 9001. Destablissements hospitaliers,dj soumis un audit completmen par la HAS, choisissent

    Placing the patient at the coreof the healthcare system. Thisobjective unites research centres,medical laboratories, hospitals,as well as big pharmaceuticalcompanies and their suppliers.In their line of sight stands theimprovement of the global levelof quality, before, during andafter the patients care. In thiscontext, practices are closelyframed by regulation, whichstands as the first guarantee ofcare excellence, in the mannerof the Hpital Patient SantTerritoire law (Hospital PatientHealth Territory) voted in July2009. This bill aims to modernizethe organisation of our healthcaresystem in order to alloweveryone equal access to qualitycare, explains Marie-JsusHerrero, Commercial Engineerfor the health sector at AFNORCertification. It tackles majorpolitical, economic and publichealth issues such as quality ofcare, cost-efficiency, supplyrationalisation, and themanagement of professionalpractices. Consequently fromnow on, medical laboratories will have to be accredited by the COFRAC, the FrenchAccreditation Committee. By November 1st 2016, they will have to comply with the ISO 15189 standard, whichspecifies quality requirementsrelated to their activity.

    As for pharmaceutical companies,the quality and safety of drugsrepresents one of their mainconcerns.They must comply withstrict rules concerning marketingapproval and good manufacturingpractices. And since the law ofAugust 2004 on health insurance,their medical sales business has to be certified following a procedure established by the

    Secteur de la santThe health sector

    Renforcer et accompagner la qualit des soinsStrengthening and Supporting the Quality of Care

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    specialreport/

    dossier/

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

    Leveau, responsable qualit,scurit, environnement. Nousvoulions aussi nous montrerexemplaires pour nos utilisateursdu secteur pharmaceutique. Il souligne les apports dunedmarche qui a renforc lacrdibilit de la DEQM parrapport aux standards exigsde lindustrie prive .Ces exigences grandissent mesure que les marchsslargissent. Alors que lesprincipes actifs destins auxmdicaments se fabriquentessentiellement en Asie, lassu-rance qualit est devenue ungage dinnocuit. Dans desdomaines aussi sensibles quelhygine et la scurit dunecrme pour le visage ou encorela traabilit dchantillonsdADN exploits des fins derecherche, les attentes dupublic sont considrables. Par consquent, les profes-sionnels cherchent renforcerles principes de scurit et de prcaution, sassurer quetoute la chaine est matrise,depuis lapprovisionnementdes matires la livraison du produit fabriqu , observeJolle Bohy, auditrice pourAFNOR Certification.

    Des rfrentiels mtiersen plein essorLes rfrentiels mtiers, quimlent ISO 9001 et comp-tences spcifiques, rpondent

    Haute Autorit de Sant theFrench National Authority forHealth. It aims to improve thequality of information deliveredto physicians. With the medicalsales certificate and the qualityapproach developed by theassociation BioQualit, AFNORCertification supports healthcareprofessionals towards conformity.And helps them go even further.

    Ensuring maximum safetyIn the hospital sector, approachesdesigned to improve the qualityof service provided to patientsare numerous. Some privatehospitals choose to turn toservice commitment frameworkscontrolling patients care andinformation, but also healthpersonnels availability or painmanagement procedures.Others favour the ISO 9001standard. Some hospitals,although already submitted to afull audit conducted by the FrenchNational Authority for Health,decide to have some fields of theiractivity certificated (sterilization,casualty department, surgicalunit, etc.), details Marie-JsusHerrero. These proactiveapproaches aim to improve thequality and safety of care providedto the patient. 200 hospital-related units are already certifiedaccording to ISO 9001. TheNantes University Hospital is oneof them. The hospital oncologypharmacy unit, which designschemotherapies, is certified sinceJuly 2000. It works towardsproviding optimum security toboth patients and professionals.It also contributes to secure thedrug-use-process, underlinesIsabelle Mah-Galisson, Head of Quality systems developmentat the Users, Risks and QualityDepartment of the teachinghospital. The cell and gene

    de faire certifier certains champsde leur activit (strilisation,urgences, bloc opratoire, etc.),dtaille Marie-Jsus Herrero.Ces dmarches volontaires ontcomme enjeux lamliorationde la qualit des soins et lascurit des patients. 200 sites relevant du secteurhospitaliers sont ainsi djcertifis ISO 9001. Le CHU deNantes en fait partie. Lunitde pharmacie clinique oncolo-gique, qui fabrique les chimio-thrapies, est certifie depuisjuillet 2000. Elle travaille ainsi fournir une scurit optimale aupatient comme aux profession-nels et participe au processusde scurisation du circuit dumdicament, souligne IsabelleMah-Galisson, responsabledu dveloppement dessystmes qualit de la Directiondes usagers, des risques et de la qualit du CHU. Lunitde thrapie cellulaire et gniquea fait reconnatre son expertiseds dcembre 2000. Quant au centre dassistance mdicale la procration, il est certifidepuis 2006. Trois labora-toires du CHU sont par ailleursen cours de certification. Selon Isabelle Mah-Galisson, ces dmarches ont contribu diffuser une culture gnralede gestion des risques etdamlioration continue len-semble du CHU.

    Sadapter aux enjeux de sant publiqueLa Direction Europenne de la Qualit des Mdicaments(Conseil de lEurope - DEQM),qui tablit les normes decontrle qualit des matirespremires pharmaceutiques, aelle aussi opt pour lISO 9001. Nous devons nous adapterrapidement aux nouveauxenjeux de sant publique quiapparaissent, explique Pierre

    BioQualit, une tape sur la voie de laccrditation Depuis 2002, lassociation BioQualitsoutient le dveloppement de la qualitdans les laboratoires danalysesmdicales. Pour cela, elle a conuson rfrentiel avec AFNOR Certifica-tion selon les exigences du Guide deBonne Excution des Analyses (GBEA),et des normes ISO 9001 et ISO 15189.Une grille de questions value sur 1 000 points permet aux adhrentsdobtenir leur qualification. Un chan-tillon des labos qualifis est ensuiteaudit par AFNOR Certification. En 2009, 554 structures ont tqualifies et 80 audites, soit au total900 depuis la cration , prciseChristelle Badet, chef de projet. Les labos ont tout gagner obtenirle label, reconnu comme une tapede lengagement vers laccrditationselon la norme ISO 15189, obligatoiredici 2016 depuis la loi HpitalPatient Sant Territoire (HPST).

    BioQualit, a step onthe path to accreditationAs an association, BioQualit supportsthe development of quality in medicallaboratories since 2002. In order to do that, it conceived a referenceframework together with AFNORCertification. This referential followsthe requirements of the French guidegood biomedical analysis and the ISO 9001 and ISO 15189 standards. A 1,000 points questionnaire enablesmembers to gain their qualification.AFNOR Certification then audits a sample of the qualified labs. 554 structures were qualified and 80 audited in 2009. In total, 900laboratories have been qualified sincethe associations creation, detailsChristelle Badet, project manager.They have everything to gain bygetting the label since it has beenacknowledged as a step towardsaccreditation. Indeed, the law makesconformity to the ISO 15189 standardcompulsory before 2016.

    200 sites hospitaliers sont certifis ISO 9001.

    200 hospital related units are already certified

    according to ISO 9001.

    C

    HU

    Nan

    tes

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    / SUITE / FOLLOWING /

    Sant /Health

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

    dpartement Innovation etDveloppement. Adaptes cette attente, les approches mtiers dcollent, linstarde la norme ISO 13485 sur le systme de management

    des dispositifs mdicaux ou de la certification selon le guideISO 22716 sur les bonnespratiques de fabrication en cosmtologie. Quant auxcentres de ressources biolo-giques (CRB) qui conserventdes collections de matrielsbiologiques, ils disposent depuisjuillet 2008 dune norme spci-fique NF S 96-900. Elledevrait permettre notammentde rguler le march en pleinecroissance des changes dematriel biologique et dharmo-niser lensemble des pratiquesdes CRB. Sur ce secteur unpeu dlicat o les questionsthiques sont nombreuses, une certification est un gage de confiance , prcise ClineDruez-Vrit.

    Le CRB de lInstitut Pasteur at lun des premiers certifis.Chantal Bizet, sa responsable,espre que ce rfrentielpermettra de faciliter la cons-truction de standards interna-tionaux. Nous participons plusieurs projets europensqui visent monter des proc-dures communes de gestion etde contrle pour les collectionsde souches dj certifies, afinde mieux rguler les changes .Elle voudrait dailleurs voir les rfrentiels aller encore plusloin sur le contrle de la qualitdes chantillons.

    Des exigences qui en disentlong sur louverture croissantedu secteur de la sant auxdmarches qualit et damlio-ration continue.

    ce besoin de fiabilit et de transparence. Le secteurde la sant se base depuislongtemps sur des guides debonnes pratiques et des proc-dures de bonne fabrication qui garantissent la qualit desproduits. Mais ces mthodesntaient pas forcment toutesformalises ni structures enlien avec un systme de mana-gement de la qualit , analyseCline Druez-Vrit, respon-sable du ple marketing stratgique et chef de marchindustries de sant au

    therapy units expertise has beenrecognized in December 2000.As for the medically assistedprocreation centre, it is certifiedsince 2006. Furthermore, threemedical laboratories are currentlyengaged in the approach.According to Isabelle Mah-Galisson, these processeshelped diffuse a generalknowledge of risk managementand continuous improvement to the entire hospital centre.

    Adapting to public health issuesThe European Directorate for the Quality of Medicines(Council of Europe - EDQM),which establishes quality controlstandards for pharmaceuticalraw material, also opted for ISO 9001. We must adaptquickly to new emerging publichealth issues, states PierreLeveau, Quality, Security andEnvironment manager. We alsowant to be a model for our usersof the pharmaceutical sector.He emphasises the benefits of the approach, whichstrengthened EDQMs credibilityin relation to the standardsrequired from private industry.Those requirements grow asmarkets expend. While activeprinciples for medicines arenowadays mainly manufacturedin Asia, quality assurance hasbecome a proof of innocuousness.Public expectations are high insuch sensitive areas as a skinlotions hygiene and safety or the traceability of DNA samplesused for research purposes.Consequently, healthcareprofessionals strive to reinforcesafety and precaution principles.They are determined to makesure that the entire chain isunder control, from materialsupply to the delivery of the finalproduct, points out Jolle Bohy,auditor for AFNOR Certification.

    A rising success for businessreference frameworksBusiness reference frameworks,which blend ISO 9001 andspecific competences, answer

    Certipharm, laqualit pour tousles maillons de la chaine de santLassociation Certipharm a t cre en 1990. Son but ?Rpondre aux besoinsdagrments des fournisseurs,prestataires de service etsous-traitants de lindustriepharmaceutique. Le dispo-sitif Certipharm dcline des exigences spcifiquesaux produits de sant dansplusieurs rfrentiels mtiers(conditionnement, transport,fabrication de notices).Ds 1997, AFNOR Certifica-tion a sign une conventionpour effectuer des auditsconjoints. Le nombre de certifis augmente : les acteurs de la productionpharmaceutique ont besoinde prouver leurs parte-naires quils respectent les normes et les bonnespratiques en vigueur ,souligne Jean-FranoisHerry, responsable produit.

    Certipharm: all the links in the healthchain aiming at qualityThe Certipharm association was created in1990, in answer to the need for officialapproval of suppliers, service providers andsub-contractors in the pharmaceuticalindustry. The Certipharm system combinesspecific requirements for health products inseveral business reference frameworks(packaging, transportation). And under the terms of a convention signed in 1997,AFNOR Certification conducts joint audits with Certipharm.Nowadays, the number ofcertified companies is increasing: participantsin the pharmaceutical production feel the needto show their partners that they abide with the effective standards and best practices,underlines Jean-Franois Herry, productmanager.

    Les rfrentiels mtiers, qui mlent ISO 9001 et comptences

    spcifiques, rpondent aux enjeuxde fiabilit et de transparence.

    Business reference frameworks,which blend ISO 9001 and specificcompetences, answer this need for

    reliability and transparency. CH

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    this need for reliability andtransparency. The health sectorhas always been based on bestpractices guidelines and goodmanufacturing procedures,which all serve to guarantee the quality of health products.But until now, those methodswere not necessarily formalizedor structured within the frameworkof a quality management system,analyses Cline Druez-Vrit,Head of the strategic marketingunit and of the health industriesmarket at AFNOR CertificationsInnovation and DevelopmentDepartment. As a consequence,business approaches aregaining interest, as proven by theISO 13485 standard on medicaldevices management system orby the ISO 22716 guidelines oncosmetics good manufacturingpractices. As for BiologicalResources Centres (BRCs), whichpreserve collections of biologicalmaterial, they can rely on a specificNF S 96-900 standard since July2008.Amongst other things, itshould help regulate the evergrowing market of biologicalmaterial exchanges and harmonizeBRCs practices. On this rathersensitive sector where ethicalquestions are numerous, certifi-cation is a token of reliability,insists Cline Druez-Vrit.

    The Institut Pasteurs BRC was one of the first to obtain theNF S 96-900 certificate. As itsmanager, Chantal Bizet hopesthis frame of reference will easethe construction of internationalstandards. We are taking part inseveral European projects aimingto build common managementprocedures for strains collectionsthat are already certified, inorder to improve the control ofexchanges. Incidentally, shewould like reference frameworksto go even further in theirrequirements regarding thecontrol of samples quality.

    These expectations say a lotabout the health sectorsgrowing interest for qualityassurance and continuousimprovement approaches.

    Depuis 2004, la loi oblige les laboratoires fairecertifier leur activit de visite mdicale. Sanofi-aventis a t lun des premiers se lancer.Brigitte de Tricornot, directeur qualit France etRn Bnat, responsable certification et processvisite mdicale, reviennent sur leur approche.

    A&P : Comment avez-vous abord cette certification ? Brigitte de Tricornot (B d T) : Sanofi-aventis sestport volontaire pour participer ltude de faisabilitlors de llaboration du rfrentiel visite mdicale par lHAS. Celui-ci a t publi en juillet 2006. Nousavions anticip sa mise en place ds la publication dela charte et demand une visite dvaluation AFNORCertification en mars 2006, afin de consolider notreplan dactions. En effet, nous avions mont un comitde pilotage pluridisciplinaire et transverse, soutenupar la direction gnrale mobilise autour de lancessit dun projet dentreprise sur le sujet. Cecomit fut une tape essentielle pour faire partager tous les collaborateurs lexistence et limportance de ces nouvelles rgles.

    A&P : Quest-ce que le rfrentiel a modifi dans votre organisation ?B d T : Cette certification na pas t une rvolutionculturelle, mais une volution. lpoque notre forcede vente tait rpartie dans diffrentes businessunits, indpendantes mais travaillant sur des modesde fonctionnement et des procdures communs. Lechangement le plus notable rside dans lajout duprocessus de validation du discours oral, un lmentindit. Les autres exigences telles que la formation, la matrise des documents promotionnels, la donto-logie, prexistaient. La difficult majeure a donc tde formaliser et de contrler plus prcisment ce quise faisait dj dans nos oprations.

    A&P : Quels bnfices identifiez-vous aujourdhui ? Ren Bnat : En interne, cette dmarche a permisune vraie mobilisation pour dvelopper encore laqualit de linformation dlivre aux professionnels de sant. Pour les visiteurs mdicaux, elle impacteessentiellement la formation, lvaluation desconnaissances et celle du discours oral. Nous avonsgalement progress en terme de traabilit dumatriel promotionnel, en adaptant notre outil.Aujourdhui, nous resensibilisons rgulirement nosquipes afin de rappeler le champ global de la certi-fication. Mme si cela reste une contrainte, nousvoulons dmontrer que lon peut voluer lintrieurde ce nouveau cadre pour accompagner la perfor-mance commerciale de lentreprise.

    Supporting our Commercial PerformanceSince 2004 law makes it compulsory forpharmaceutical companies to have their medicalsales business certified. Sanofi-aventis was oneof the first to implement the official framework.Brigitte de Tricornot, quality Director for Franceand Ren Bnat, certification and medical salesprocess manager, comment on their approach.

    A&P: How did you tackle this mandatorycertification?Brigitte de Tricornot (B d T): Sanofi-aventis volunteeredto take part in the feasibility study during the draftingof the medical sale referential by the French NationalAuthority for Health. The reference framework wasthen published in July 2006. But we had anticipatedits set up and thus asked AFNOR Certification for anevaluation as soon as March 2006, in order toconsolidate our action plan. Indeed, we had alreadycreated a multidisciplinary and transverse steeringcommittee, supported by the senior management, inorder to build a real organizational project around this topic. This committee represented a key step inorder to share with our colleagues both the existenceand importance of this new regulation.

    A&P: What did the reference framework change in your organisation?B d T: This certification has been an evolution ratherthan a cultural revolution. At the time, our medicalsales representatives were dispatched in variousbusiness units, which, although self-supporting,followed common procedure and modalities. So themost noticeable change has been the addition of theoral speech validation process, which was an entirelynew element. Other requirements such as formation,promotional documents control or deontology pre-existed. The main difficulty consisted therefore informalizing and controlling more precisely what wasalready done in our operations.

    A&P: What kind of positive effects would you point out?Ren Bnat : Within our organisation, this approachgenerated a true mobilisation around the furtherdevelopment of the quality of information delivered to healthcare professionals. As for medical salesrepresentatives, the certification mostly impacts theirtraining, knowledge and oral speech evaluation. Wealso progressed in the field of promotional equipmenttraceability by adapting our tool. Nowadays, we increaseour teams awareness regarding the global field ofthis certification on a regular basis. Even though itremains a constraint, we want to demonstrate that the company can evolve inside this new frameworkand use it to support its commercial performance.

    Accompagner notre performance commerciale

    Sanofi-Aventis

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    Sant /Health

    Le secteur gagne en maturitet en efficacit

    Parolesdexpert

    Auditeur expert pour AFNOR Certification, Jean-PhilippeMagnon intervient auprs des laboratoires pharma-ceutiques, danalyses mdicales et des centres deressources biologiques (CRB). Selon lui, le secteur agagn en maturit, pour le plus grand bnfice dusystme de soins.

    A&P : Comment les acteurs de la sant peroivent-ils les dmarches qualit ? Jean-Philippe Magnon (JPM) : Bien que les laboratoires phar-maceutiques abordent le rfrentiel visite mdicale sous lacontrainte, les audits se droulent dans un esprit trs positif.Cette dmarche pourrait mme amener certains labos setourner vers lISO 9001. Ils prsentent une bonne maturit surles questions de management de la qualit, grce leur taillemais aussi leur exprience dinspections et daudits lis auxexigences rglementaires. En revanche, les laboratoiresdanalyse mdicale, eux, sont souvent de petites structures.Ceux qui se tournent vers BioQualit sen tiennent en majorit une approche de conformit aux exigences plus qu unelogique damlioration continue le chemin sera donc pluslong pour que ces labos tirent tout le bnfice de tellesdmarches. Quant aux CRB, ce milieu de chercheurs ressent lesdmarches qualit comme ncessaires, mais elles restentparfois loin de leurs proccupations.

    A&P : Les scientifiques seraient ainsi plus rticents laudit ?JPM : Il peut y avoir un peu de mfiance ds que lon aborde lecontenu mme de leur recherche. Mais il sagit essentiellementpour lauditeur non pair de trouver la bonne place. Il fautdmontrer que lon est comptent dans leur mtier. Notre valeurajoute consiste leur apporter des conseils pratiques sur lemanagement de la qualit, le management des ressourceshumaines et la matrise des quipements, domaines quilsnexplorent pas habituellement.

    A&P : Quelle volution globale des pratiques avez-vousobserv ces dernires annes ?JPM : Les CRB ont gagn en efficacit. Cela contribue faireprogresser la recherche mdicale et l'innovation. Le fait dtreorganiss, davoir amlior les modes opratoires et leschanges avec lextrieur ne peut que les conduire plus decrdibilit. En ce qui concerne la visite mdicale, la logique estfocalise sur une meilleure information des mdecins et larduction des dpenses de sant en France, devant ainsi bn-ficier lassur social. Quant aux laboratoires danalysemdicale, la certification les conduit renforcer la fiabilit deleurs rsultats et laccueil de leurs clients. Tout cela participe une amlioration de la qualit des soins.

    The health sector gains greatermaturity and efficiencyAn auditor for AFNOR Certification, Jean-Philippe Magnonconducts audits for pharmaceutical companies, medicallaboratories and Biological Resources Centres (BRCs).According to him, the sector gained maturity, thusbenefiting the whole healthcare system.

    A&P: How do healthcare providers perceive qualityapproaches?Jean-Philippe Magnon (JPM): Even though pharmaceuticalcompanies tackle the medical sales reference framework asan obligation, audits unfold in a very positive spirit. Thisapproach could even lead some companies towards ISO 9001.They globally show an interesting maturity on qualitymanagement questions, thanks both to their size and theirexperience of regulation-related inspections. On the otherhand, medical laboratories are often small structures. Thosethat turn towards the BioQualit label mostly tend to conformto requirements rather than progress towards continuousimprovement. The path will therefore be longer before theselabs can claim all the benefits of such approaches. As forBRCs, this researcher-populated sector considers qualityapproaches as necessary but far from their concerns.

    A&P: Does it mean that scientists are more reluctant to audit?JPM: A certain amount of distrust and cautiousness interferesas soon as you tackle the content of their research. As a result,the main challenge for the non-peer auditor is to find theright position. You have to prove your competence in your areaof expertise. Our added value resides in the practical advice wecan provide on quality management, human resourcesmanagement and equipment control, which are all areas theydo not usually explore.

    A&P: What global evolution did you observe these last few years?JPM: BRCs definitely gained efficiency, which contributes to theprogress of medical research and innovation. Being organized,improving procedures and external exchanges can only givethem greater credibility. As far as medical sales are concerned,the logic is focused on the delivery of better quality informationto physicians and the reduction of health expenses in France.All of it should prove positive for the social insurancecontributor. Finally, regarding medical laboratories,certification helps them strengthen the reliability of theirresults and the services they provide. This whole dynamicscontributes to improve the quality of care.

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    AFNOR Certification launches new assessment packages:Lean Focus and AFAQ Lean Management>> March 15 marked the release date for a new AFNOR Certification series of lean managementassessment packages. One highlights the synergies and complementarities of coupling Leanwith the ISO 9001 standard, while the other adds depth to the Lean management approach.

    Sil puise ses racines dans le Japon de limmdiat aprsguerre, le lean management a depuis largement fait sespreuves. Raison pour laquelle il est aujourdhui activementpromu par le Plan Qualit &Performance 2010 , lanc en dcembre 2008 par leGouvernement. Mthode degestion, mais aussi vritabletat desprit, le Lean permet eneffet de rduire les gaspillages,damliorer les flux, de rduireles cycles de production, etencore dorganiser le juste temps Un vritable outil

    Lean management is rooted in the rebuild of post-warJapan, but has since caught on industry-wide, repeatedlyrewarding adopters. So much so that French government is now actively promoting leanprinciples through its PlanQualit & Performance 2010program, launched in December2008. More than just a businessmethod, Lean is a philosophy,an approach that can cut waste,improve process flows, scale-down production cycles, orplatform just-in-time inventorystrategy. A tool that enhancesperformance, but that in

    au service de la performance et qui, paradoxalement, estpourtant souvent oppos auxdmarches qualit. tort selon les experts dAFNORCertification, qui viennent demettre au point lvaluation Focus lean . LISO 9001 et le lean sont des dmarchestotalement complmentairesqui doivent changer entre ellespour permettre lentreprisede gagner en performance ,soutient Philippe Bourdal,chef de projet au dpartementinnovation dAFNOR Certifi-cation. En rallongeant tout au plus dune journe laudit de certification ISO 9001 (ou QSE), les experts dAFNORCertification proposent doncaux organisations qui ont le souci de mettre ces deuxdmarches en synergie,

    Les champs dinvestigation de Focus lean.Lean focuss key principles.

    Stratgiestrategy

    Kaizen

    Excellenceoprationnelle

    operational excellence

    Value StreamMapping

    Management des ressources

    resource management

    Kanban

    Systme demanagement

    managementsystem

    Lean management

    in practice/en pratique/

    Lean management

    >>>>>>>>>> Depuis le 15 mars, AFNOR Certification propose aux entreprisesdeux nouvelles valuations lean management. Lune permet de mettre en lumireles complmentarits et les apports respectifs du lean et de la norme ISO 9001 etlautre dapprofondir sa dmarche de lean management.

    AFNOR Certification lance les valuations Focus lean et AFAQ lean management

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    valuations Focus lean et AFAQ lean management New assessment: Lean Focus and AFAQ Lean Management

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

    satisfaction client, la surveillancedes fournisseurs avec uneprennisation des gains et despratiques lean , dtaille Jean-Marie Reilhac, chef de projetlean 6 Sigma pour le groupeAFNOR. Avec lassistancedOK Pilot, solution en lignedvaluation des systmes demanagement, Focus lean balaie chacune des problma-tiques du lean en lien aveclISO 9001 durant laudit. Le rsultat de Focus lean prsente lanalyse de lexistantainsi que les pistes dvolutionpour que les deux dmarchesse nourrissent mutuellement.

    practice, paradoxically, oftenruns counter to quality-focusedapproaches for no goodreason, according to the AFNORCertification experts team, who have just finalized the Lean Focus assessment. Projectleader at AFNOR Certificationsinnovation branch, PhilippeBourdal maintains that ISO 9001 and Lean are whollycomplementary approaches thatjust need to be cross-fertilized in order to leverage performancegains. The AFNOR Certificationexperts need no more than totack a day onto the ISO 9001 (or QSE) certification audit inorder to assess the degrees ofconvergence between the two approaches at candidateorganizations looking to synergizethem. Jean-Marie Reilhac, Lean6 Sigma project leader for the

    Se comparer aux meilleursEn marge de lvaluation Focus lean , AFNOR Certi-fication lance galement unenouvelle offre destination des entreprises qui souhaitent,indpendamment de lauditISO 9001, analyser leurdmarche lean mise en uvredepuis une dure significative. Lvaluation AFAQ lean management est une tudeapprofondie de la dmarchelean des fins dtalonnage,au travers dun regard extrieuret neutre , souligne Jean-MarieReilhac. Il sagit de rentrerdans le dur cur du lean etdes outils qui y sont associs.Nous valuons le niveau deperformance de lentreprise et sa capacit aller plus loin. lissue de cette valuation,nous remettons un rapport,ainsi quune attestation situantlentreprise sur lun des quatreniveaux de maturit que nousavons dfini , prcise PhilippeBourdal.

    dvaluer les degrs de convergence. Le lean et lISO 9001 reposent sur les huit mmes principes cls :lorientation client, le leadershipindispensable pour conduireces dmarches, limplication du personnel, lapprocheprocessus, le management par rapport au systme, lesindicateurs, le dveloppementdu partenariat et lamliorationcontinue. Le lean permet lISO 9001 de rendre lesprocessus plus comptitifs,plus fluides, plus ractifs et plusagiles, et lISO 9001 apporteau lean des processus mieuxmatriss, la prservation de la

    AFNOR Group, walks us through:Lean and ISO 9001 areunderpinned by the same eightkey principles: customer focus,the right leadership attitudeguiding the approaches, staffinvolvement and commitment,the process-based approach,system-specific management,performance indicators, buildingpartnerships, and continualimprovement. Lean enables ISO 9001 to make process flowsmore competitive, more fluid,more responsive and more agile,while ISO 9001 provides Leanwith better process control,secured customer satisfaction,monitoring of supplierperformance rates, and addssustainability to Lean gains andpractices. Support is provided byOK Pilot, the online managementsystem assessment solution,enabling the Lean Focus auditto eliminate each of the sticking-points between Lean and ISO 9001. The Lean Focuspackage culminates in ananalysis of the legacy systemtogether with paths for progress,enabling the two approaches to cross-fertilize.

    Measuring up to the bestAlongside the Lean Focuspackage, AFNOR Certificationhas also launched a new offertargeting businesses looking to analyze their mature Leanapproach independently of the ISO 9001 audit. Jean-MarieReilhac explains that the AFAQLean management assessmentis an in-depth analysis of theLean approach that, looking infrom the outside, helps fine-tunethe process. We scratch downto the roots of the lean approachand its related tools, assessingthe companys performancelevel and sketching out its abilityto go further. On completion ofthis assessment, the companygets a full report, together withan attestation ranking them in one of four AFNOR-definedmaturity levels adds PhilippeBourdal.

    En complment

    Centres sur lentreprise,son organisation et ses pratiques, les deuxnouvelles offres viennent en complmentde la certification decomptence tierce partie 100 % lean manage-ment . Conu et propospar AFNOR Certificationdepuis fin 2009, ce certificat est fond sur lvaluation desconnaissances et desaptitudes mettre enuvre et accompagnerles changements. Seule certification decomptence tierce partie,la dmarche est principa-lement fonde sur lareconnaissance de savoir-faire et savoirs tre avrsen lean management.

    Added solution options

    These two new offer packages are centered on the company, its organizational architecture, and its practices, adding solution options to the 100% Lean management third-party certification ofcompetences. Designed by AFNORCertification and on offer since end-year 2009, this certificate is issued based on an assessment of the knowledge and skillsets a businessneeds in order to deploy the approachand to accompany the changes. As the only independently-auditedcompetency certification on the market, the initiative is a platformproviding recognition of proven Leanmanagement knowledge, performanceand attitudes.

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

    >>>>>>>>>> En dcembre, AirTanker Services devenait la premire entreprisede Grande-Bretagne obtenir le niveau 2 dAFAQ Environnement par tapes. Cetteapproche gradue de lISO 14001 correspond au profil unique de cette socit et son souci de protger lenvironnement.

    Building best environmental practices one step at a time>>>>>>>>> Last December, AirTanker Services became the first company to be awarded anAFAQ Environment step-by-step Level 2 certificate in Great Britain. This gradual approach to ISO 14001 fits both the companys unique profile and its desire to protect environment.

    Construire lexcellence environnementale pas pas

    AirTanker Services est une entreprise de 40 salariscre en 2008 pour remplirun contrat de 27 ans avec leministre britannique de laDfense. Cela dans lobjectifde fournir un service de ravitaillement et de transport arien la Royal Air Force(RAF). Dans ce contexte, nous voulons devenir lemeilleur prestataire de servicesde la RAF en lui fournissant les bonnes pratiques issues du civil mles aux exigencesmilitaires, explique RobertLuxton, responsable de la conformit. En particulier, nous sommes dtermins dmontrer une performanceenvironnementale solide en

    The 40-employee companyAirTanker Services wasestablished in 2008 to provideair-to-air refuelling and airtransport service to the RoyalAir Force (RAF) under theframework of a 27-year contractwith the Ministry of Defence. Inthis unique context, our visionis to be recognised as the bestservice provider to the RAF bydelivering best practice derivedfrom the civil world blended with a military ethos, statesRobert Luxton, ComplianceDirector. More specifically, we are committed to achieveand demonstrate a soundenvironmental performance level by controlling the impactsof our activities, products andservices. In order to do so,AirTanker Services chose AFAQ

    contrlant limpact de nosactivits, de nos services et de nos produits. Pour yparvenir, AirTanker Services a choisi le rfrentiel AFAQEnvironnement par tapes, toutjuste disponible au Royaume-Uni. Le meilleur moyen pourprocder de manire logique,progressive et mesure.

    Viser le niveau 2Chaque niveau est en effetabord individuellement, ce quipermet une meilleure appr-ciation globale de la norme ISO 14001 , commente ArthurWild, auditeur dAirTankerServices. Carolyn Harris, direc-trice Business Dveloppementde la branche britannique dugroupe AFNOR, le confirme : les trois niveaux du rfrentielpermettent aux petites entre-prises, qui trouvent parfoislISO 14001 dcourageante,davancer leur rythme en capitalisant sur toutes les

    AirTanker Services

    Robert LUXTONResponsable de la conformit AirTanker Services. Compliance Director AirTanker Services.

    Arthur WILDAuditeur. / Auditor.

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    Construire lexcellence environnementale pas pasBuilding best environmental practices one step at a time

    AirTanker Services

    tapes . Ce qua fait AirTankerServices. Lentreprise a toutdabord incorpor lenvironne-ment dans son business model,en slectionnant un avion ultramoderne, driv de lAirbusA330-200, pour assurer sesservices. Puis, aprs lobtentiondun certificat ISO 9001 en mars2009, nous avons construitles procdures conformes auxexigences du niveau 2 dAFAQEnvironnement par tapes ,prcise Robert Luxton. AirTankerServices a aussi lanc unecampagne de communicationet de sensibilisation dans toutelentreprise.Et deux champions du systme de managementenvironnemental sont chargsde porter la dmarche.

    Adaptation et flexibilitAprs un audit de deux jours,Arthur Wild souligne le pointfort de lentreprise. AirTankerServices a construit un modlede rfrence qui lui permettradvoluer vers un systme demanagement environnementalplus complexe. Leur SMEsaura sadapter aux nouveauxprocess qui sajouteront leuractivit. En dautres termes, mesure que limpact envi-ronnemental dAirTankerServices augmentera, chaqueprocdure pertinente aura dj t mise en place. Il estbeaucoup plus facile de crerde nouveaux process que demodifier ceux qui existent dj.En tant que start-up, nousavons lavantage de navoiraucun pass grer , ajouteRobert Luxton.

    AirTanker Services aborde dj la troi