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16mars/march2012LE MAGAZINE DAFNOR CERTIFICATIONAFNOR CERTIFICATION MAGAZINE

Iris : un traindavance pour Axion Axion gets on track with Iris

NF VALIDATION pour les kitsdanalyse NF VALIDATION for test kits

LISO 9001 selon Edenred ISO 9001 according to Edenred

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

Environnement

p.02action&performance16 AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

actus/AFNOR Certification

Aprs la publication de la norme ISO 26000,AFAQ 26000 avait remplac AFAQ 1000NR, le modle dvaluation de la responsabilitsocitale destin aux entreprises. Aujourdhui,AFAQ 1000NR Territoires volue son tour et devient AFAQ 26000 Collectivits. Les fondamentaux changent peu, mais sen-richissent des notions portes par lISO 26000et sadaptent son vocabulaire , expliqueStphane Gerbaud, chef de produit chezAFNOR Certification. AFAQ 26000 Collectivitstire sa force de son adaptation au cadre qui rgitle dveloppement durable dans les territoires,les Agendas 21 locaux. AFAQ 26000 Collecti-vits constitue ainsi un outil concret de lvalua-tion des projets territoriaux de dveloppementdurable, et peut servir de point de dpart la rdaction dun rapport de dveloppementdurable, obligatoire pour les collectivits deplus de 50 000 habitants. Deux collectivitstestent dj le modle qui sera lanc fin avril.

Social responsibility: an AFAQ 26000assessment for local authoritiesFollowing the publication of the ISO 26000standard, AFAQ 26000 replaced AFAQ 1000NR,the corporate social responsibility assessmentframework. Today, AFAQ 1000NR Territoriesevolves as well to become AFAQ 26000 Localauthorities (AFAQ 26000 Collectivits in French).Basics seldom change in this new model, theyveonly been enriched with concepts conveyed byISO 26000 and adapted to its vocabulary, explainsStphane Gerbaud, product manager at AFNORCertification. AFAQ 26000 Collectivits drawsstrength from its adjustment to the frameworkthat governs the implementation of sustainabledevelopment in public entities, Agenda 21. In this context, AFAQ 26000 constitutes a concreteassessment solution for sustainable developmentterritorial projects. It can also serve as the startingpoint for a sustainable development report, a mandatory document for local authoritiescounting over 50,000 inhabitants. Two localauthorities are currently testing this new model,which should be launched in late April.

Responsabilit socitale : une valuationAFAQ 26000 pour les collectivits

Earthcheck, le label de certification le plusutilis au monde dans le domaine du tourismeresponsable avec 1200 certifis dans 65 pays,vient de choisir AFNOR Certification pour certifierses clients europens. Parmi eux, Evian Resortet son htel Ermitage, mais aussi le groupe Accorqui vise la certification de lensemble de sachane Novotel dici fin 2012. AFNOR Certifica-tion ralisera les audits de leurs 300 tablisse-ments rpartis en Europe. Jusquici, Earthchecksous-traitait ses audits AFNOR Certification.Le nouveau partenariat permet dajouter lelabel la palette doutils que nous proposonsaux acteurs du tourisme, explique Sandra diGiovanni, chef de produit AFNOR Certificationet chef de march Tourisme. Reconnu dans le monde entier, Earthcheck sadapte tous les acteurs du tourisme et value un tourismevraiment responsable.

AFNOR Certification, ambassador ofresponsible tourism for EarthcheckEarthcheck, the most widely used certificationlabel in the world regarding sustainable tourismwith 1,200 holders in over 65 countries, justpartnered with AFNOR Certification to delivercertificates to its European clients. Amongstthem stand Evian Resorts hotel Ermitage and the ACCOR group, which aims to have the wholeNovotel chain certified by the end of 2012.AFNOR Certification will conduct audits in their300 premises spread throughout Europe. Untilnow, Earthcheck subcontracted audits to AFNORCertification. This new partnership enables us to add the label to the range of solutions we offer our clients in the tourism industry, statesSandra di Giovanni, product manager and headof the Tourism market for AFNOR Certification.Earthcheck benefits from a worldwide recognition,fits every actor of the tourism industry, andassesses a truly sustainable tourism.

AFNOR Certification ambassadeur du tourisme responsable pour Earthcheck

Thals rfrenceAFNOR Certificationpour ses certificationssystmesLeader mondial des systmesdinformation critiques sur les marchs de la dfense, de la scurit, de larospatial et dutransport, le groupe Thals vientde rfrencer AFNOR Certificationpour mener des audits de certification sur ses systmes demanagement. AFNOR Certifica-tion a t retenue au terme duneconsultation mondiale pour couvrirles systmes QSE, EN 9100,AQAP, Iris, ISO 20000-1 et 27 001 prsents dans les diff-rents sites du groupe, ainsi que les dmarches combinesintgrant des valuations CMMI.Ce contrat de 4 ans couvre lensemble des entits juridiquesfranaises de Thals, soit lamoiti des effectifs du groupe, et sera partag avec un autreoprateur. AFNOR Certificationest officiellement reconnue en tant que partenaire du SEI(software engineering institute)pour raliser des valuationsCMMI.

Thals referencesAFNOR Certificationfor its system certificatesThe Thals group, a world leaderin mission-critical informationsystems for defence and security,aerospace and transportation,just referenced AFNOR Certifica-tion to conduct managementsystems certification-audits. After a worldwide consultation,AFNOR Certification has beenselected to provide audits for the QSE, EN 9100, AQAP, Iris, ISO 20000-1 and ISO 27 001 in the various sites of the group,as well as oversee combinedapproaches integrating CMMI

assessments. This 4-year contractcovers all the French-law entities,ie half the groups workforce,and will be shared with anothercertification body. AFNOR Certifi-cation is an official partner of the Software EngineeringInstitute (SEI) to conduct CMMI

assessments.

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>>> Rduction des consommations dnergie, gestion des dchets dquipementslectroniques, intgration paysagre des nouvelles antennes relais Autant denjeuxque le groupe SFR gre par le biais de son systme de management environne-mental ISO 14001. Lentreprise a franchi un nouveau cap en utilisant cette dmarchestructurante pour co-concevoir sa nouvelle box.

SFR se connecte aux dfis de lco-conception

Initie en 2006, la dmarche de certification ISO 14001 de SFR na cess de progresser. O en est-elle aujourdhui ?

Caroline Le Goff (CLG) : En 2006, la dmarche tait engage sur trois sitespilotes. En 2008, lensemble du rseautlcom mobile tait certifi, ainsi que lesprincipaux sites tertiaires. En 2010, unenouvelle tape a t franchie : suite au rachatpar SFR de Neuf-Cegetel, la dmarche environnementale sest largie deux data-centers du rseau tlcom fixe et sur lesactivits de lIle de la Runion. Et fin 2011, la certification a pour la premire fois intgrle processus dco-conception de la NeufBox Evolution. Une premire ! Cest unvritable changement dchelle : alors que ladmarche ISO 14001 concernait auparavantune activit ou un site, le systme de management environnemental porte l sur lensemble du processus de conception duproduit. SFR peut se prvaloir dtre le seuloprateur franais avoir un tel primtredactivits certifi. Ce chantier, anim par la direction sant et environnement, mobilisetrs concrtement plus de cent personnesau-del de la sensibilisation rgulire delensemble des collaborateurs.

SFR connects up to the challengesof eco-designLower energy consumption, electronicequipment waste management,landscaping of new relay antennae The SFR Group uses its ISO 14001Environmental Management System to deal with all these challenges. The company has moved on to a new level by using this structuring procedure to eco-design its new box.

SFR introduced its ISO 14001 certificationprocedure in 2006 and has been movingforward ever since. Where are you today?

Caroline Le Goff (CLG): The procedure was introduced on three pilot sites in 2006. In 2008, the entire mobile telecom networkwas certified, along with the main tertiarysites. In 2010 we move on to the next stage:following SFRs acquisition of Neuf-Cegetel,the environmental procedure was widened to include two landline telecom network datacentres and activities on Reunion Island. Forthe first time, at the end of 2011, certificationincluded the eco-design process for the NeufBox Evolution! This was a real change of

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

SFR

ISO 14001ISO 9001Label Diversit

ISO 14001ISO 9001Label Diversit

Certifications\ labels\

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Caroline LE GOFFresponsable environnement / Environment manager

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FR

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Comment cette nouvelle tape a-t-elle t aborde ?

CLG : Une analyse de cycle de vie de la box ancienne gnration a t ralise ds2008 pour en tirer un profil environnemental.Celui-ci a mis en vidence les axes surlesquels les impacts pouvaient tre rduits :la consommation dnergie, la taille ducircuit imprim et le nombre de composantslectroniques. Ces critres ont t intgrsdans le cahier des charges transmis auxconstructeurs lors de lappel doffres concer-nant la nouvelle box. Une fois le produitfinalis, une analyse de cycle de vie compa-rative a dmontr lampleur des progrs : 70 % dlments recyclables, 30 % deconsommations dnergies en moins, une taille rduite de 40 % Les principauximpacts environnementaux ont ainsi trduits de 30 50 % par rapport la prc-dente gnration de box !

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

CLG : Oui ! Lco-conception des produitset services est un axe majeur de la politiqueenvironnementale de SFR. Ainsi, aprs avoirlanc en 2009 ses EcoSIM des cartesSIM co-conues de la taille dune demi-carte classique SFR va plus loin en propo-sant une carte SIM dont le corps de carteest constitu uniquement de composantsvgtaux, 100 % naturels. Cette innovationpermet une rduction de lempreinte environnementale. SFR participe galement lexprimentation de laffichage environne-mental auprs du ministre de lEnvironne-ment : tous les tlphones mobiles enespace SFR sont dornavant tiquetsselon leur performance environnementale.

Avec six ans de recul, quelle est la valeur ajoute de la dmarche ISO 14001 ?

CLG : Le systme ISO 14001 permet detout intgrer dans une stratgie cohrente. Il constitue la colonne vertbrale de notrepolitique environnementale et permet derattacher tous les sujets et nouveaux dfis notre systme de management, commecelui de lco-conception.

scale, whereas the ISO 14001 procedure hadpreviously concerned an activity or a site, theenvironmental management system covers allthe product design processes. SFR can boastthat it is the only French operator to have sucha range of certified activities. The project is led by the Health and Environment Departmentand, in practical terms, involves over a hundredpeople, in addition to all the work we do regularlyto raise awareness among our employees.

How did you begin this new stage?

CLG: We carried out a life cycle analysis onthe older generation box in 2008 to gain anenvironmental profile, which pointed to areasin which impacts could be reduced: energyconsumption, the size of the printed circuitand the number of electronic components.These were incorporated into the specificationssent out to the manufacturers as part of theinvitation to tender for the new box. Once theproduct was finalised, a comparative life cycleanalysis showed how much progress we hadmade: 70% recyclable components, 30% lessenergy consumption, a 40% reduction in sizeThe key environmental impacts were thus 30 to 50% lower than for the previous boxgeneration!

Will eco-design be widened to other products?

CLG: Yes! The eco-design of products andservices is a key aspect of SFRs environmentalpolicy. For example, having launched itsEcoSIM in 2009 eco-designed SIM cardshalf the size of a standard card SFR is set to go further by offering a SIM card in whichthe card body is made up of 100% naturalplant components. This innovation reducesour environmental footprint. SFR is also takingpart in environmental display experiments with the Ministry of the Environment: all mobiletelephones in SFR stores are now labelledaccording to their environmental performance.

Looking back over the last 6 years, what is the added value of the ISO 14001 procedure?

CLG: The ISO 14001 system allows us toincorporate everything into a coherent strategy.It forms the backbone of our environmentalpolicy, to which we attach all the issues andnew challenges involved in our managementsystem, such as eco-design.

/ SUITE / FOLLOWING /


SFR

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SFR se connecte aux dfis de lco-conception SFR connects up to the challenges of eco-design

Repres

Dtenu par le groupe Vivendi, SFR est le deuxime oprateur de tlcommunications en France. Effectif : environ

10 000 collaborateurs. CA 2010 : 12,6 milliards

deuros. Clients mobiles :

21 millions. Clients entreprises :

150 000. Internet haut dbit :

4,9 millions de foyersabonns.

Mobiles collects pour recyclage en 2010 :plus de 350 000.

Markers

Owned by the Vivendi Group,SFR is the second biggesttelecommunicationsoperator in France. Employee numbers:

approximately 10,000 employees.

Earnings 2010:12.6 billion euros.

Mobile customers:21 million.

Company customers:150,000.

Broadband Internet:4.9 million homesubscribers.

Mobiles collected for recycling in 2010:over 350,000.

Les impacts environnementaux de la nouvelle box SFR ont t

rduits de 30 50 %. The environmental impacts of SFRs new box have been

reduced by 30 to 50%.

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FR

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Carte SIM base decomposants vgtaux

100 % naturels.The SIM card madewith 100% naturalplant components.


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Repres

1974 : Cration de lentreprise sous le nom de Pocatec.1980 : Pocatec se spcialise dans les systmes innovants de sonorisation pour les transports en commun.Dbut 2000 : Pocatec devient Axion Technologies. Effectifs : 220 employs. Implantations : Deux sites au

Qubec, une usine de fabrication aux tats-Unis, et un bureaudaffaires au Danemark.

Marchs : 50 % des ventesralises en Amrique du Nord, 50 % en Europe de lOuest.

Axion consacre environ 25 % de son chiffre daffaires la R&D.

Markers

1974: The company is born as Pocatec.1980: Pocatec specialises ininnovative public-adress systemsdesigned for public-transport.Early 2000: Pocatec becomes Axion Technologies. People: 220 employees. Implantation: Two sites in Quebec,

one manufacturing plant in theUnited States, and one businessoffice in Denmark.

Markets: 50% of all sales takeplace in North America and 50% in Western Europe.

R&D: Axion Technologies spends an average 25% of its revenue ininnovation.

Axion Technologies ISO 9001Iris


Lentreprise qubcoise spcialiste des systmesintgrs de communication dans les transports amis sur la certification Iris pour matriser saperformance. Axion Technologies devient ainsi lunedes premires entreprises titulaires de ce rfrentielen Amrique du Nord et devance les exigences deses clients. Un gain de temps et defficacit selonCarl Cassista, prsident de lentreprise et Lisa Lavoie,sa responsable qualit.

Quel dclic a dcid Axion sengager dans unedmarche de certification Iris (international railwayindustry standard) ?Carl Cassista (CC) : Dans le domaine des transports, lesquipementiers doivent rpondre aux commandes de grandsdonneurs dordres comme Alstom Transport ou Bombardier,et se conformer leurs niveaux dexigence trs levs enterme de qualit. Chacun dentre eux ayant des attentesspcifiques, Axion pouvait tre soumis chaque anne plusieurs audits clients diffrents. Cela venait bienvidemment compliquer nos mthodologies de travail. La norme Iris permet prcisment de contourner cettedifficult puisquelle intgre lensemble des spcificitsattendues par les donneurs dordres de lindustrie ferro-viaire dans le monde.

Axion tait dj certifi ISO 9001. Quelle valeur ajoutereprsente la certification Iris, aussi bien en internequen direction de vos clients et fournisseurs ?CC : Jai toujours t persuad du bien-fond des exigen-ces de lISO 9001, qui prennisent les bonnes pratiques lintrieur de lorganisation. Iris tend et systmatisecette assurance aux processus spcifiques au secteurferroviaire. La certification nous a notamment amen intgrer un contrle plus rigoureux de nos processus finan-ciers, revoir notre procdure de gestion de projet, retra-vailler la qualification de nos quipes de production et amliorer les revues de direction. Et en externe, le rf-rentiel renforce la confiance de nos donneurs dordres etnotre reconnaissance internationale. Lisa Lavoie (LL) : Iris permet aussi un suivi plus troit denos fournisseurs. Lensemble des attentes dAxion a tregroup dans une charte qualit envoye tous les sous-traitants. Ce document renforce notre image de rigueur etsensibilise nos fournisseurs la norme.

Pourquoi avoir opt pour une certification Iris maintenant ?CC : Axion attendait que le march des organismes certi-ficateurs mrisse en Amrique du Nord. Il tait importantpour nous de pouvoir tre accompagns en franais. Dsque cela a t possible, la dmarche a t engage, ce quifait dAxion lune des premires entreprises certifie Irisdans cette partie du monde. LL : ce titre, nous avons particulirement apprci laprcision et la clart des documents dinformation fournispar AFNOR Certification, qui a accompagn lentreprisepas pas. Nous nous sommes sentis bien encadrs depuisla visite dvaluation Iris jusqu laudit de certification,ce qui nous a permis de nous inscrire dans une seule etmme cole de pense.

Avec Iris, Axion Technologies prend un train davance

Axion Technologies gets on track with Iris Axion Technologies, specialised in integratedcommunication systems for transport, has recentlybet on the Iris standard to control its performance.The Quebec-based company thus becomes one ofthe first holders of this certificate in North Americaand anticipates its clients requirements. Accordingto Carl Cassista, chairman of the company and LisaLavoie, its quality manager, Iris helped gain time andefficiency.

What triggered Axion Technology into engaging an Iris (International Railway Industry Standard) certification approach? Carl Cassista (CC): In the field of transport, equipmentmanufacturers have to honour orders from principalssuch as Alstom Transport or Bombardier, and to complywith their extremely high level of quality requirements.Each of them having specific expectations, Axion used tobe submitted to several client-audits a year, which ofcourse complicated our work methods. The Iris standardprecisely enables us to get round this difficulty since itintegrates all of the specifics expected by railway industryprincipals around the world.

Axion already holds an ISO 9001 certificate. What kindof added value does the Iris certification representinternally but also with respect to clients and suppliers?CC: Ive always believed in the validity of ISO 9001srequirements, which serve to strengthen best practices insidethe organisation. Iris widens the scope and systematizesthis assurance to processes that are specific to the railwaysector. Certification notably led us to integrate a morethorough control of our financial processes, to rework ourproject management procedure, to go over the qualificationof production teams again and to improve managementreviews. Outside the company, the framework reinforcesthe confidence of our principals and strengthens ourinternational recognition.Lisa Lavoie (LL): Iris also enables a closer follow-up on oursuppliers. Axions every expectation has been written in aQuality Charter, which was sent to all of our subcontractors.This document consolidates our rigorous image andincreases our suppliers awareness of the standard.

Why did you choose to get certified now?CC: Axion was waiting for the market of certificationbodies to mature in North America. It was very important forus to be able to be coached in French. As soon as it becamepossible, we initiated the approach, which makes Axion oneof the first companies holding an Iris certificate in thispart of the world.LL: Besides that, we were particularly sensitive to theprecision and clarity of all the information documentssupplied by AFNOR Certification, who attended to thecompany every step of the way. We felt supported from theIris assessment visit up until the certification audit, all ofwhich guaranteed subscribing to one and only school ofthought.

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

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

Edenred structure ses activits bulgares avec une certification qualit

Edenred

ISO 9001


En prenant la direction dela filiale bulgare, Herv

Combal la propulse vers lacertification ISO 9001. When he took over the

management of theBulgarian subsidiary, Herv

Combal guided it towardsISO 9001 certification.

Ed

enre

d

Quelle est lactivit dEdenred en Bulgarie ?

Herv Combal (HC) : Edenred est le leadermondial des services prpays aux entre-prises. La filiale bulgare du groupe dploieses activits depuis 2002. Nous avonsdabord dmarr en Bulgarie sur notre curde mtier, spcialement les Tickets Restaurant,puis petit petit, nos activits se sonttendues lensemble des prestations du groupe, cest--dire les produits pouramliorer la qualit de vie des salaris et des citoyens, motiver les forces de vente,animer les rseaux de distribution, fidliseret dvelopper la relation client. La filialebulgare tudie galement le potentiel dumarch pour lancer des solutions dexpensemanagement permettant aux entreprisesde mieux matriser et optimiser les dpenseslies aux frais professionnels.

Quand et pourquoi avez-vous choisi de briguer une certification qualit ?

HC : Cette dcision a t prise lchelle de notre filiale en 2009, lorsque jen ai pris la direction. Lobjectif consistait accrotre leniveau de qualit de la filiale, non seulementen interne pour optimiser notre organisation,mais galement en externe vis--vis desclients privs et publics. Cette dmarche a galement t dicte par le fait quenBulgarie, la qualit est lun des critres prisen compte lors des rponses aux appelsdoffres manant du secteur public.

Edenred structures its Bulgarianactivities with a quality certificationBy taking up the challenge of ISO 9001certification, the specialist in prepaidservices to companies has given itself the means to achieve differentiation and islooking to use it to speed up its development,particularly among public sector customers.We interviewed Herv Combal, ManagingDirector of the Edenred Bulgaria subsidiary.

What is Edenreds activity in Bulgaria?

Herv Combal (HC): Edenred is the worldleader for prepaid services to companies. The groups Bulgarian subsidiary has beendeploying these activities since 2002. Westarted out in Bulgaria with our core business,especially luncheon vouchers, and thengradually extended our activities to all thegroups services, i.e. products that improvethe quality of life of employees and citizens,motivate sales forces, lead distribution networks,create customer loyalty and develop customerrelations. The Bulgarian subsidiary is alsostudying the market potential for launchingexpense management solutions to helpcompanies in their management and optimisationof expenditure linked to business expenses.

Why did you decide to go for qualitycertification?

HC: The decision was taken at subsidiary levelin 2009, when I took over its management.The aim was to improve the subsidiarys level


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Repre

Edenred Bulgarie est une filiale 100 % du groupe franais Edenred,cot la Bourse de Paris. Elleemploie environ 25 personnes. Prsent dans une quarantaine de pays, lensemble du groupe runit6 000 collaborateurs et a mis en2011 environ 15 milliards deuros de titres dans le monde.

Marker

Edenred Bulgaria is a 100%subsidiary of the French EdenredGroup, which is quoted on the Paris Stock Exchange. It employsapproximately 25 people. The group is represented in fortycountries and has a total of 6,000employees. In 2011 it issuesapproximately 15 billion euros worth of shares worldwide.

Fidlisation clients,structuration de

lorganisation, les rsultats ne se

sont pas fait attendre.With the customer loyalty

and a more structuredorganisation, the resultswerent long in coming.

E

denr

ed

Dailleurs, certains organismes posent clairement la certification qualit comme une exigence incontournable.

Avez-vous dploy cette dmarche entotale indpendance vis--vis du groupe ?

HC : Nous avons travaill de faon totale-ment autonome, dune part avec lappui de ressources internes et dautre part avec laide dun consultant extrieur. Nousavons toutefois benchmark certains outils,notamment ceux mis en place par dautresfiliales dEurope Centrale et Europe de lEst.Notre filiale adapte en outre certains indica-teurs dexcellence oprationnelle du groupe lactivit en Bulgarie. De faon plus globale,mme si nous navions pas mis en place deprocdures et dindicateurs qualit de faonsystmatique avant de lancer cette dmarche,les quipes taient dj fortement sensibili-ses la qualit. Notamment parce que noustravaillons ici partir de supports mtho-dologiques communs. La qualit de serviceclient est en effet une orientation forte etcommune lensemble du groupe Edenred.

Vous avez obtenu la certification ISO 9001 en mai 2011. Pouvez-vous dores et dj mesurer ses apports ?

HC : Grce aux enqutes que nous ralisonsrgulirement auprs de nos clients, noussavons que leur taux de satisfaction est enprogression. La filiale bulgare a par ailleursaugment son volume daffaires dans uncontexte de concurrence renforce. De plus,nous sommes parvenus fidliser les clientsexistants. Enfin, la certification sest imposecomme un vritable outil de communicationexterne pour notre filiale et nous la mention-nons sur chacun de nos supports de commu-nication. Et en interne, le systme de mana-gement de la qualit nous a permis destructurer notre organisation. Nous sommesdonc convaincus que la qualit a grande-ment particip ces rsultats.

Vous envisagez dj daller plus loin.Avez-vous des objectifs prcis ?

HC : court ou moyen terme, nous souhai-terions nous diriger vers une certificationenvironnementale car nous imprimons etdistribuons beaucoup de documents. Nousestimons aujourdhui que nous pouvonsmieux structurer ces activits pour les rendreplus respectueuses de lenvironnement.

of quality internally to optimiseour organisation and externally vis--vis ourpublic and private customers. The approachwas also dictated by the fact that, in Bulgaria,quality is one of the criteria that areconsidered in responses to invitations totender issued by the public sector. Indeed,some organisations clearly state that qualitycertification is an essential requirement.

Did you deploy the procedure totallyindependently from the group?

HC: We worked totally autonomously, with the support of internal resources and the help of an external consultant. However, webenchmarked certain tools, including thosethat had been put in place by other Centraland Eastern European subsidiaries. Oursubsidiary is also adapting some of the groupsoperational excellence indicators to the activityin Bulgaria. More globally, although we hadntsystematically introduced quality proceduresand indicators before we embarked on theprocedure, our employees were alreadyclearly aware of the quality issue, particularlybecause we use common methodologicalresources in our work here. Customer servicequality is a major strategic orientation commonto the entire Edenred Group.

You were awarded ISO 9001 certification in May 2011. Are you now in a position to measure the contribution it has made?

HC: Through the surveys that we regularlycarry out among our customers, we know thattheir level of satisfaction is rising. The Bulgariansubsidiary has also increased its volume ofbusiness in an increasingly competitiveenvironment. We have also managed to createloyalty among our existing customers. Finally,certification has made its mark as a key externalcommunication tool for our subsidiary and wemention it in all our communication materials.Internally, the quality management system has enabled us to structure our organisation.We therefore have no doubt that quality hasmade a major contribution to these results.

Youre already thinking of going further. Do you have any particular goals?

HC: In the short or medium term, wed like to move towards environmental certification,as we print and distribute a large number of documents. We now think we can structurethese activities better and make them moreenvironmentally friendly.

.16mars/march 2012

actus/AFNOR Certification


Face au potentiel de ce march, le bureau de normalisation du Qubec (BNQ) vient designer un accord de partenariat avec AFNORCertification pour soutenir le dploiement dIris.AFNOR Certification sy engage qualifier des auditeurs locaux selon le rfrentiel Iris : ils raliseront ainsi les audits au nom dAFNOR Certification, qui dlivrera les certi-fications Iris. Une solution gagnante pour les clients : ils conomiseront le cot de dpla-cement dun auditeur franais et bnficierontdintervenants locaux bilingues. Deux auditeursqubcois ont dj pass avec succs la quali-fication Iris et le premier audit de certification at ralis chez Axion Technologies (lire page 05).

Un partenariat AFNOR Certification /BNQsur les rails pour dployer le certificat IrisLe rfrentiel international de certification de lindustrie ferroviaire Iris, qui intgre les spci-ficits demandes par les donneurs dordres du secteur, entame son dveloppement au Qubec.

Two new accreditationsAFNOR Certification was recently accreditedby COFRAC (French Accreditation Committee)to certify inspectors of air conditioning systemsand reversionary heat pumps according to the NF EN ISO 17024 standard. This accreditation allows AFNOR Certification todeliver two levels of certification: simple systemsfor below-100 kW installations and simple andcomplex systems for those exceeding 100 kW.The periodic inspection of air conditioning systemis mandatory and must be executed by a certifiedspecialist. Meanwhile, the German subsidiary ofthe AFNOR group, GUTcert has been accreditedby DAkkS (the German equivalent of COFRAC) to deliver ISO 50001 certificates.

Deux nouvelles accrditationsAFNOR Certification a t accrdite selon la norme NF EN ISO 17024 par le Cofrac pour certifierles inspecteurs de systmes de climatisation et de pompe chaleur rversibles.

Formation : laGUTcert Akademieouvre ses portes La filiale allemande dugroupe AFNOR, GUTcertse positionne dsormaissur le march de laformation avec louverturede la GUTcert Akademie.Elle y propose des formationsdiplmantes intra ou interentreprise en allemand,anglais et polonais. GUTcert,experte de la certification desystmes de managementintgrs et de lnergie,partage son savoir-faire surces thmes mais aussi sur lacertification de la biomassedurable ou de la gestionenvironnementale. Diffrentscurs de mtiers sont viss :responsable daudit qualit,auditeur interne, responsablenergie ou dveloppementdurable Plusieurs sessionsont dj eu lieu depuisseptembre 2011.

Training: theGUTcert Akademieopens its doorsThe AFNOR Groups Germansubsidiary GUTcert hasrecently become an actor in the professional trainingmarket with the opening of GUTcert Akademie. It offersintra or inter company training-courses leading to a qualificationin German, English and Polish.GUTcert, as a certificationexpert of integrated and energymanagement systems, sharesits know-how on these topicsbut also on the themes ofsustainable biomass certificationor environmental management.Several core professions aretargeted: quality audit manager,internal auditor, energy orsustainable developmentmanager Several sessionshave already taken place sinceSeptember 2011.


Cette accrditation permet AFNOR Certifi-cation de dlivrer deux niveaux de certification : systme simples pour les installations dontla puissance est infrieure 100 kW et systmesimples et complexes au-del de 100 kW.Pour rappel, linspection priodique dessystmes de climatisation est obligatoire et doitimprativement tre ralise par une personnecertifie. Paralllement, la filiale allemande dugroupe AFNOR, GUTcert a obtenu son accrdi-tation DAkkS (quivalent du Cofrac) pour dlivrerla certification ISO 50001.

An AFNOR Certification/BNQpartnership on track to deploy the Iris certificateThe International Railway Industry StandardIris, which integrates specific requirementsexpected by the sectors principals, starts itsdevelopment in Quebec. Considering the markets potential, The Bureau de Normalisation du Qubec (BNQ QuebecStandardisation Bureau) just signed a partnershipwith AFNOR Certification in order to support Iris deployment. AFNOR Certification commits to qualify local auditors to conduct Iris audits and will ultimately deliver the certificates. This represents a win-win solution for clients: they will save the travel expenses linked to aFrench auditor and will benefit from local bilingualspecialists. Two auditors from Quebec havealready been successfully qualified for Iris and the first certification audit has already taken place(read page 05).


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engaged since 2009 and resultsare terrific! The British sitesenergy consumption has beenreduced by 18%, while Francesaw its energy consumptiondrop by 11%, underlinesMyriam Tryjefacka, sustainabledevelopment manager for Camfil Farr. The companyscommitment to energy efficiencycomplements its sustainabilitypolicy. The products we sell our clients aim to reduce theirenergy consumption and the carbon footprint of theirventilation systems. It was onlynatural to apply what we professin our own company!

Efficacit nergtique : Camfil Farr en pointe en Malaisie avec lISO 50001 La filiale malaise du groupesudois Camfil Farr, leadermondial de la filtration dair, vientde se voir dcerner le certificatISO 50001 par AFNOR Certifi-cation. Cette reconnaissancercompense le systme de management nergtique mis en place depuis un an. La dmarche dcoule du benchmark ralis sur lesmeilleures pratiques au sein du groupe. Nos filiales anglaiseset franaises pratiquent cetteapproche depuis 2009 et les rsultats sont formidables !Le site britannique a vu sesconsommations nergtiquesbaisser de 18 % en 2011, et la France de 11 % , souligneMyriam Tryjefaczka, responsabledu dveloppement durable de Camfil Farr. Lengagementde lentreprise sinscrit dans le cadre de sa politique de dveloppement durable.

Les produits proposs nosclients permettent de rduire la consommation nergtiqueet lempreinte carbone de leurs systmes de ventilation. Il tait naturel dappliquer nous-mmes ce que nousprconisons !

Energy efficiency: Camfil Farr steps ahead inMalaysia with ISO 50001The Malaysian subsidiary of the Swedish group Camfil Farr,world leader in the air filtrationsector, just obtained an ISO 50001certificate, awarded by AFNORCertification. This recognitionrewards the energy managementsystem the company built duringthe past year. The approachfollows the benchmarking of best practices inside the group. Our British and Frenchsubsidiaries have been likewise

professional-integration companies(EI in French) and temporary-workintegration companies (ETTI). In order to promote their socialvalues and their exemplary nature,the National Committee forProfessional Integration Companies(CNEI in French) and AFNORCertification developed amanagement system certificationframework called AFAQ EI/ETTI.The first certificates were recentlyawarded to five organisations: La Varappe (Bouches-du-Rhnedepartment), Idees 21 (Cte-dOr),Juratric Scop (Jura), Tri Valles(Savoie) et Tribord (Morbihan).

AFAQ EI/ETTI : cinq entreprises dinsertionvalorisent leurs pratiques sociales Remettre dans lactivitprofessionnelle des hommeset des femmes trs loignsde lemploi, telle est la missiondes entreprises dinsertion (EI)et entreprises de travail tempo-raire dinsertion (ETTI). Pourpromouvoir leurs valeurs socialeset leur exemplarit, le comitnational des entreprises dinser-tion (CNEI) et AFNOR Certifica-tion ont dvelopp un rfrentielde certification de systme de management : AFAQ EI/ETTI.Les premiers certificats ont t

remis cinq entits : La Varappe(Bouches-du-Rhne), Idees 21(Cte-dOr), Juratri Scop (Jura),Tri Valles (Savoie) et Tribord(Morbihan).

AFAQ EI/ETTI: fiveprofessional-integrationcompanies promote their social practicesHelping men and women whoare estranged from employmentto return to a professionalactivity is the mission of

Le rseau AS Voyagessengage pour unservice de qualit Fruit de la fusion entre le groupe Afat Voyages et Selectour, le rseau AS Voyages sest associ AFNOR Certification pourrdiger un rfrentiel denga-gements de service ddi aux prestations de voyagesdaffaires. Objectif ?Accompagner le dveloppe-ment des membres du rseausur ce march et assurer la satisfaction dune clientleparticulirement exigeante. Les agences adhrentes dAS Voyages peuvent obtenirla certification depuis dbut2012. la cl, un argument de diffrenciation, la garantiedune qualit homogne et constante pour leurs clientsprofessionnels, et un projetfdrateur et valorisant eninterne.

The AS Voyagesnetwork commits fora service of qualityBorn out of the mergerbetween Afat Voyages groupand Selectour, AS Voyagesnetwork worked with AFNORCertification to develop aservice commitment framework,dedicated to business travel. It aims at supporting thedevelopment of the networksmembers on this market and to ensure the satisfaction of their particularly demandingcustomers. Travel agencies that subscribe to AS Voyages,can obtain this certificationsince the beginning of 2012. In the end, the certification willserve as a differentiation tool,will guarantee a homogeneouslevel of quality for business clientsand will ensure a federativeproject internally.

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clients in brief/

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AFAQ 26000 : Cemex dmontre sa maturit socitale

Un 1000 me bureau de poste certifiEngagement de Service Le bureau de poste de Vnissieux Minguettesvient dobtenir la certificationEngagement de Service,remise par Florence Maux,directrice gnrale dAFNORCertification en prsence deJean-Paul Bailly, prsident du groupe La Poste. Il devientle 1 000 me bureau de postecertifi en France, dans lecadre de la politique de qualitde service lance il y a trois ans.Ce rfrentiel labor avecAFNOR Certification passe au crible laccueil, la rapiditdaccs aux services, la mobi-lisation face lattenteRsultat : 93 % des clients des 1 000 bureaux certifissont satisfaits des prestationsoffertes.

A thousandth postoffice gets a ServiceCommitment certificateThe post office of the city of Vnissieux Minguettesjust obtained the ServiceCommitment certification,awarded by Florence Maux,Managing director of AFNORCertification in the presence of Jean-Paul Bailly, chairman ofthe group La Poste. It becomesthe thousandth certified postoffice in France, in the frameworkof a policy dedicated to qualityof service launched three yearsago. The framework, developedwith AFNOR Certification,scrutinizes criteria as reception,the speed at which services are available, efforts to preventwaiting As a result, 93% of the clients of the certified postoffices feel satisfied by theirperformance.

Nouveaux certifis, distinction europenne :les labels galit et Diversit ont le vent en poupe and Social Cohesion Roselyne

Bachelot-Narquin awarded the Equality label to several new companies: Alcatel-Lucentin France, Castorama andThals communication &security. These organisationsjoin the 44 other holders of the label. In the mean time, the Diversity label recently sawits duration go from three to fouryears in order for its temporalityto coincide better with theimplementation of a diversityapproach. In addition, the labelssuccess has just been reinforcedby a distinction granted by the European Commission.Indeed, the latter officiallydesignated the Diversity label as an exemplary system.

Roselyne Bachelot-Narquin,ministre des Solidarits et de la Cohsion sociale, a remisdbut fvrier le label galit de nouvelles entreprises : les socits dAlcatel-Lucent enFrance, Castorama et Thalscommunication & security. Ellesrejoignent ainsi les 44 autresdtentrices du label. Parall-lement, le label Diversit a vu rcemment la dure de sa

labellisation porte quatreans au lieu de trois pour mieuxfaire concider la temporalitle dploiement dune dmarchediversit. Le succs de ce labelvient par ailleurs dtre renforcpar la distinction rcemmentaccorde par la CommissionEuropenne. Celle-ci a en effetofficiellement dsign le labelDiversit comme dispositifexemplaire.

New certificate holders, an European distinction:the Equality and Diversitylabels ride highAt the beginning of February,the French minister of Solidarities

26000 assessment. We neededthis unbiased photograph of our social responsibility if wewanted to boost our approach,emphasises Christian Branger,Director of sustainabledevelopment. Cemex reachedthe Maturity level (3/4), whichrewards its ability to diffusesustainable development in every level of the company and acknowledges employeesmotivation. Potential progresscould be found in harmonisingprocedures and strengtheningexchanges with stakeholders.With this assessment, CemexFrance tests the implementationof ISO 26000 for Cemex as awhole and continues to anticipatefuture regulation regardingcorporate social responsibility.

La filiale franaise du groupemexicain Cemex, fabricant de matriaux de construction,souhaitait rviser sa politiquede dveloppement durableinitie en 2008. Cemex France,qui compte plus de 300 sites, a choisi pour cela lvaluationAFAQ 26000. Nous avionsbesoin de cette photographieindpendante de notre respon-sabilit socitale pour dynamisernotre approche , prciseChristian Branger, directeurdveloppement durable. Cemex a atteint le niveau 3/4,en sappuyant sur une dclinaison du dveloppementdurable tous les niveaux delentreprise et sur la motivationdes collaborateurs. Parmi les pistes damlioration envi-

sages, figurent lharmonisa-tion des procdures et unrenforcement de lcoute desparties prenantes. Par ce biais,Cemex France devient aussipilote pour lapplication delISO 26000 dans le groupeCemex et continue danticiperle futur cadre rglementaireentourant la RSE.

Cemex demonstrates its social maturityThe French subsidiary of Mexican group Cemex,a building material manufacturer,wanted to revise its sustainabledevelopment policy, which wasinitiated in 2008. In order to doso Cemex France, which totalsover 300 sites, chose the AFAQ

p.11action&performance16AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

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>>>>>LIRE ARTICLE PAGE SUIVANTE

>>>>>>>>>>> Matriser ses dchets, limiter ses rejets de gaz effet de serre,rduire ses consommationsnergtiques constituent autant de challenges davenir pour lesentreprises. Alors que de nouvellesdispositions lies au Grenelle de lenvironnement impactent les organisations franaises, la dmarche de managementenvironnemental ISO 14001 simpose comme un outil global pour anticiper ces dfis.

>>>>>>>>>>>Mastering waste management,restricting greenhouse gasemissions, reducing energyconsumption, all constitute truechallenges for companies. While new dispositions linked to the Grenelle Environment Forumimpact French organisations, ISO 14001 environmentalmanagement approaches prove to be a global solution toanticipate these new challenges.

Le management environnemental en claireur des nouvelles tendancesconomiques et socitalesEnvironmental Management Lights the Way for New Economic and Social Trends

EN COUVERTURE

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251 000 organisations dansle monde sont aujourdhuiengages dans une dmarchede management environne-mental certifie ISO 14001*.Depuis sa publication en 1996,la norme sest impose commeLA rfrence mondiale pour la prise en compte des enjeuxenvironnementaux dans lesactivits des entreprises.

Timide rebondPourtant, avec 5 251 certificats,lHexagone est loin de fairepartie des nations les plusdynamiques. Nous ne sommesplus dans le top 10 depuisplusieurs annes , dploreBatrice Poirier, chef de produitEnvironnement et nergie pour AFNOR Certification.Comment expliquer ce retard ?Les experts voquent latendance des entreprises nese tourner vers la certificationque sous la contrainte. Ailleursen Europe, la vision est plusterre terre. Le but premierconsiste rduire sa facturenergtique, valoriser ses

dchets ou diminuer sa consommation deau : la rduction des cots lie lISO 14001 justifie elle seulela dmarche ! , analyse HervRoss-Carr, responsableaction rgionale pour AFNORCertification.

Toutefois, un lger rebondsobserve depuis quelquesannes. Le lancement en 2007du guide AFAQ 14001 partapes a permis a plus de 600PME de mener jusquau boutune dmarche environnemen-tale leur rythme , voqueHerv Ross-Carr. AFAQ 14001par tapes sapprte franchirun nouveau cap, puisque ceguide deviendra une norme NFen 2012. Cela lui permettranotamment dtre cite enrfrence dans les contratspublics : un argument concur-rentiel de poids pour les PME.

Limpact du Grenelle 2Le contexte franais se prtepar ailleurs plus que jamais lamise en uvre de dmarchesenvironnementales. LISO14001 couvre lensemble deschamps dintervention de la loiGrenelle 2 et permet de lesintgrer dans le cadre dunestratgie globale afin damliorersa performance et ses cotstout en anticipant la rglemen-tation , argumente BatricePoirier. Par exemple, les entre-

EnvironmentalManagement Lights theWay for New Economicand Social Trends251,000 organisations in theworld are nowadays committedto an ISO 14001-certifiedenvironmental managementapproach*. Since its publication in 1996, the standardestablished itself as THE worldreference enabling companies to tackle and integrateenvironmental issues in thescope of their activities.

A hesitant reboundHowever, with a total of 5,251certificates, France is far frombeing the most dynamic nationin this regard. We havent beenin the top ten for years, deploresBatrice Poirier, Environmentand Energy product manager atAFNOR Certification. How canthis lag be explained? Expertspoints to the tendency of French companies to only turnto certification when it becomesstatutory. The business vision seems more pragmaticelsewhere in Europe. The firstgoal of environmentalapproaches in other countriesseems primarily to reduce

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Testez-vous sur : www.boutique-certification.afnor.org

Take the test on :www.boutique-certification.afnor.org

Le management environnemental en claireur des nouvelles tendancesconomiques et socitales

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* ISO Survey 2010.* ISO Survey 2010.


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De nouveaux mtierssengagentUn dernier constat complte ce panorama : la typologie des organisations certifies ISO 14001 slargit. De nom-breux services de collectivitsterritoriales sengagent leurtour , relve Herv Ross-Carr.La direction de leau du GrandLyon en fait partie. La probl-matique environnementale fait partie intgrante de notremtier : mais force dexem-plarit sur nos impacts environ-nementaux majeurs leau et lapollution nous avions ngligla gestion des dchets et lesconsommations dnergie ,raconte Stphane Dehame, sonanimateur QSE. La dmarcheISO 14001 a servi de dclen-cheur. Entre 2008 et 2010,nous avons diminu de 6 000tonnes la masse de dchetsmis en dcharge, augment de 31 % la part valorise ourecycle. Aujourdhui, 85 % denos dchets non ultimes sontvaloriss et nous visons les 100 % La dmarche apermis de raliser un tat deslieux exhaustif, puis dvaluernos progrs et de les inscriredans le concret. Cest uneculture qui change les fonction-nements en profondeur.

Innover pour les marchs publicsLes marchs publics jouentaussi un rle crucial dans ladiffusion de ces dmarches parle biais de leurs clauses envi-

energy-costs, to recycle wasteor to lower water-consumption:cost-reduction linked with ISO 14001 justifies by itself the entire approach!, analysesHerv Ross-Carr, regionalaction manager for AFNORCertification. Yet, a hesitantrebound has been observed in the last few years. The launch of the AFAQ 14001 step-by-step guidelines in 2007enabled over 600 small businessesto build an environmental policyat their own pace, Herv Ross-Carr mentions. AFAQ14001 step-by-step is about tomove to a higher level, since this practical guide will becomean official NF Standard in 2012.This will notably allow thedocument to be referred to inpublic contracts, thus giving anew competitive asset to smallbusinesses.

The Grenelle 2 laws impactThe French context lends itself to the implementation ofenvironmental approaches morethan ever. ISO 14001 covers the whole intervention scope ofthe Grenelle 2 law, and enablescompanies to integrate the lawsobligations in the framework of a global strategy designed toimprove performance and costefficiency while anticipating new regulation, Batrice Poirierargues. As a practical example,companies employing over 500 people and public bodiesemploying over 250 publicservants have to carry out a greenhouse gas emissionassessment before December31st 2012. Faced with this ever-changing regulation, companieshave everything to gain by

prises de plus de 500 salariset les tablissements publicsde plus de 250 personnesdevront raliser un bilan deleurs missions de gaz effetde serre avant le 31 dcembre2012. Face cette rglemen-tation en volution constante,les entreprises peuvent transformer la contrainte enopportunit, poursuit BatricePoirier. Ainsi, intgr dans unedmarche ISO 14001, le bilancarbone peut devenir unedonne dentre puissante etatteindre son plein potentiel de guide pour laction.

Un cadre pour la RSELISO 14001 simpose gale-ment comme un outil concretde rponse aux enjeux de laresponsabilit socitale (RSE). La premire tape dunedmarche RSE consiste diag-nostiquer les enjeux majeurs de son entreprise, rappelleBatrice Poirier. Lorsque lenvi-ronnement ressort en priorit,lISO 14001 impose de dfinirune stratgie et de dployerdes plans dactions adaptsavec dtermination dindica-teurs comparables et quantifia-bles. Tout cela facilite lexercicedu reporting dveloppementdurable, conformment parexemple aux exigences de la loi NRE ou de larticle 225 du Grenelle De nouveauxproduits approfondissentdautres aspects des dmarchesenvironnementales. Lvalua-tion AFAQ co-conception,rcemment lance par AFNORCertification, permet ainsi auxentreprises de crdibiliser lensemble de leur approche. Les organisations certifiesISO 14001 tendent multiplierle recours ces outils compl-mentaires de performance ,prcise Herv Ross-Carr.

valuez votre maturitenvironnementale en ligneO en est lenvironnement dans monentreprise ? Mon organisation est-elleprte pour la certification ISO 14001 ?Deux tests en ligne, labors parAFNOR Certification permettent desen assurer. Le premier lenviron-nement dans votre entreprise, faitesle point dresse ltat des lieux despratiques environnementales danslorganisation en 20 minutes et 60questions. Pragmatique, accessibleet sans contrainte, le rapport qui le conclut aide identifier desactions de progrs. Le deuxime test tes-vous prt pour la certificationISO 14001 ? propose une auto-valuation complte du systme demanagement environnemental. En 120 minutes et 156 questions, ce diagnostic identifie les points forts,les points damlioration et fournitun rapport personnalis. Loutil idalavant audit de certification.

www.boutique-certification.afnor.org

Assess your environmental maturity on lineWhere does environment stand in mybusiness? Is my company ready foran ISO 14001 certification? Two webtests, developed by AFNOR Certification,help you make sure. The first one,Environment in your company,evaluate the situation assesses yourenvironmental practices in 20 minutesand 60 questions. Pragmatic, easyand commitment free, the testconcludes with a report, which pointsto improvement actions. The secondtest Are your ready for the ISO 14001certification? offers a full self-assessment of your environmentalmanagement system. In 120 minutesand 156 questions, this diagnosisidentifies your best practices,improvement potential and gives youa detailed report. It stands as theperfect solution before a certificationaudit.

www.boutique-certification.afnor.org

La rduction des cots lie lISO 14001 justifie elle

seule la dmarche ! Cost-reduction linked with

ISO 14001 justifies by itselfthe entire approach!

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


ronnementales. Depuisquelques annes la certificationISO 14001 connat ainsi un vrai boom dans la filire cons-truction amene intervenirpour les collectivits , souligneBatrice Poirier. Vinci Construc-tion France sest ainsi emparde la dmarche il y a plus dedix ans. Aujourdhui, 62 % de nos filiales sont certifiesISO 14001, explique FlorenceMarin-Poillot, directrice envi-ronnement. Le dfi principal

certification, chacun de nos 9 000 chantiers implique une remise en questions. Le bnfice de la dmarche est constamment renouvel.

La prochaine rvision de lISO 14001, prvue pour 2015,devrait parfaire ladquation de la norme ce contexteglobal. Cette rvision prvoitnotamment lharmonisation du rfrentiel avec les autressystmes de management,rpondant ainsi au plbiscitedes systmes intgrs QSE. Semparer de lISO 14001 etdes outils qui laccompagnentrevient aujourdhui aller dansle sens de lhistoire, conclutBatrice Poirier. Ces approchessont primordiales pour anticiperles changements structurels de la socit : faire autrementet mieux avec moins.

transforming legal pressure intoopportunity, Batrice Poiriercontinues. By being integrated in the scope of an ISO 14001approach, a carbon footprintassessment becomes a morepowerful input and reaches itsfull potential as a guide for action.

A practical solution for CSR policiesISO 14001 also proves to be a very practical answer to thechallenges of corporate socialresponsibility. The first step of a CSR approach consists inestablishing a diagnosis of ones companys major stakes,Batrice Poirier reminds. When environment stands out as a priority, ISO 14001 requiresdefining a strategy and deployingduly suited action-plansequipped with comparable andquantifiable indicators. All of the above facilitates sustainabledevelopment reporting, in

conformity with the NRE law orarticle 225 of the Grenelle lawNew solutions come in handy inorder to strengthen other aspectsof environmental approaches.The recently developed AFAQeco-design assessment enablescompanies to demonstrate the credibility of their wholeconception process. Holders of the ISO 14001 certificate tend to massively resort to thesecomplementary performancetools, Herv Ross-Carrspecifies.

New sectors get environmentalOne last assessment completesthis overview: the typology ofISO 14001 certified organisationis expanding. Numerousservices of local authorities arecommitting as well, remarksHerv Ross-Carr. The waterdepartment of Greater Lyon is one of them. Environmentalissues are very much a part of our activity: but while beingexemplary on our majorenvironmental impacts, ie waterand pollution, we neglectedwaste management and energyconsumption, explainsStphane Dehame, QSEcoordinator. The ISO 14001approach served as a trigger.Between 2008 and 2010, wereduced the waste tonnage putin the dump by 6,000 tons whileincreasing waste valuation orrecycling by 31%. Nowadays,85% of non-final waste istransformed and we aim for100% The ISO 14001 systemled to a thorough inventory andencouraged us to assess ourareas of progress, to anchorthem in the practical. Its a trueculture, which deeply modifiesinternal organisation.

Public procurements also play acrucial role in the disseminationof these practices via theirenvironmental clauses. For a fewyears, ISO 14001 certificationshave been exploding in theconstruction sector, whichregularly works for the publicsector and local authorities,

AFAQ 14001 par tapes passe au cribleLance en 2005, la solutionAFAQ 14001 par tapesrpond la problmatiquedes PME et TPE : atteindrela certification ISO 14001 de manire progressive, touten valorisant chaque palier.La formule a dj sduitplus de 600 entreprises. Une enqute ralise fin 2010prcise les raisons de cesuccs. 40 % des certifisinterrogs se disent rassurs par la simplicit de la dmarche . Un tiersdes entreprises a choisi cemodle pour taler la chargede travail et prendre letemps de mobiliser sescollaborateurs. Ct rsultats,44 % des entreprises inter-roges voquent lamliora-tion notable de limplicationdes salaris. Prs de 30 %ont constat un impact surla gestion des dchets et ce,ds la premire tape. Fin2010, 79 % des entreprisescertifies comptaient entre20 et 499 salaris.

De nouveaux mtiers,comme les services de

collectivits territoriales,sengagent leur tour.

New sectors, services oflocal authorities arecommitting as well.

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consiste renouveler la dmar-che pour chaque chantier. Lescompagnons sont sensibilisspar le biais de quart dheureenvironnement concrets,rapides et adapts aux missions.De bonnes pratiques environ-nementales sont mises enplace : le tri permet de valoriserjusqu 90 % des dchets, les installations de lavages des quipements peuventfonctionner en circuit fermpour prvenir tout rejet en milieunaturel. Enfin, une attentionparticulire est porte auxnuisances sonores traverslachat dquipements moinsbruyants, ladaptation deshoraires et le contrle desniveaux de bruit. Pour VinciConstruction France, la valeurajoute est indniable. La dmarche est simple etsintgre parfaitement un systme de managementqualit et scurit. Et l ocertaines entreprises pourraientavoir des difficults se renou-veler au bout de 10 ans de

AFAQ Environment step-by-stepunder the microscopePublished in 2005, the AFAQ 14001 step-by-stepsolution tackles one of the issues of small businesses:obtaining an ISO 14001 certificate in a progressivemanner, while communicating every step of the way.This solution already convinced 600 small companies.At the end of 2010, a study shed more light on thissuccess. 40% of the certificate holders claim to bereassured by the approachs simplicity. One third ofthe studied companies chose the solution in order todistribute the workload and to have time to mobilizetheir employees. As for results, 44% of studiedcompanies evoke a noticeable improvement inemployees implication, 30% noticed an impact onwaste management as soon as the first step. At theend of 2010, 79% of the certificate holders employedbetween 20 and 499 people.


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underlines Batrice Poirier. VinciConstruction France took up theapproach ten years ago. 62% of our subsidiaries currently holdan ISO 14001 certificate, statesFlorence Marin-Poillot, Director of Environment. The mainchallenge consists in renewingthe whole approach for eachnew construction site. We raisethe workmens awarenessthrough practical and missionoriented 15-minutes talks onEnvironment. Some goodenvironmental practices havebeen implemented: waste sortingcan lead to up to 90% wastevaluation and washing systemsfor our equipment can work in closed-circuit to avoid any rejection in the naturalenvironment. Finally, we pay veryclose attention to the issue ofnoise, by purchasing less noisyequipment, adapting work hoursand controlling noise levels. For Vinci Construction France,the added value is undeniable.This approach is simple andcan be perfectly integrated in aquality and security managementsystem. And where othercompanies could find it complexto try out new ideas after tenyears of certification, each of our9,000 building-sites requireseverything to be questioned anew.Therefore, the benefit of thesystem is constantly renewed.ISO 14001s next revision isscheduled for 2015. It shouldperfect the adequacy of thestandard for the current globalcontext. This review already plansto harmonise the standard withother management systems, in order to acknowledge theoverwhelming success ofintegrated QSE managementsystems. Nowadays, taking holdof ISO 14001 and the variouscomplementary solutions existingaround it, boils down to riding thetide of History, Batrice Poirierconcludes. These approacheshave become essential in orderto anticipate societys structuralmutations and the imperative to do different and better withless.

Entreprise de nettoyage haut de gamme pour lesbureaux, fonde en 2005 Boulogne-Billancourt,Staroffice & Cie porte le management environne-mental dans ses gnes. Ds sa cration, lentre-prise sest en effet lance dans une dmarcheAFAQ 14001 par tapes, pour une certificationISO 14001 obtenue en 2007. Une vidence commen-te par lodie Texier-Rtif, dirigeante et fonda-trice de lentreprise.

Pourquoi avoir opt pour une dmarche ISO 14001ds la cration de Staroffice & Cie ?lodie Texier-Rtif (ETR) : titre personnel, jai toujourst sensible lenvironnement. En tant que dirigeantedune entreprise de nettoyage, je me suis dit quil yavait srement matire agir au sein de la socit et auprs de mes clients. En 2005, jai senti que lISO14001 serait lavenir ! Certains clients de Staroffice & Cie sont cots en bourse et portent des obligationsde management environnemental : la certification ISO 14001 permet de rpondre leurs besoins, defaire valoir cet atout concurrentiel et davoir un coupdavance.

Sur quels enjeux avez-vous particulirementtravaill ?ETR : Dans le secteur de la propret, il y a beaucoup faire assez simplement sans pour autant modifier laqualit de la prestation. Staroffice & Cie ne recourt qudes produits co-labels ou classs non-dangereux,qui prsentent lavantage de ne pas tre nocifs pourles salaris. De mme, nous nutilisons que deschiffons en microfibres, dont la dure de vie est pluslongue et qui se rvlent plus agrables et plusefficaces utiliser. Les salaris reoivent tous uneformation professionnelle aux co-gestes. Enfin, le lieude mission des collaborateurs tient compte de leurlieu dhabitation afin de limiter la fatigue et labsen-tisme ainsi que les missions de gaz effet de serrelies aux dplacements.

Quel bnfice retirez-vous de cette approche et comment imaginez-vous la suite ?ETR : La dmarche reflte lthique de Staroffice & Cietout en dmontrant sa motivation. Elle est galementbnfique pour les collaborateurs qui se reconnais-sent dans des pratiques soucieuses de lenvironne-ment, mais aussi de la protection de leur sant. Enfin,la certification ISO 14001 a amlior nos relationsclients : Staroffice & Cie sappuie sur cette organisa-tion pour proposer ses services adapts. Nous sommesrgulirement sollicits lors de leurs runions sur ledveloppement durable afin de discuter de nosactions. Lavenir se joue maintenant autour du dve-loppement durable. Staroffice & Cie a dj formalisune charte des achats responsables et une charte dedveloppement durable. Cette dmarche a t rcom-pense par un Trophe du dveloppement durable remispar notre fdration professionnelle. Une valuationAFAQ 26000 est, elle, prvue pour 2012 !

Staroffice & Cie is an upscale cleaning companyfor business premises and was created in 2005 inBoulogne-Billancourt. Environmental managementwas part of its DNA from the start. Indeed, thefirm committed itself to an AFAQ 14001 step-by-step approach as soon as its creation andobtained its ISO 14001 certificate in 2007. Forlodie Texier-Rtif, its founder and director, it was the obvious choice.

Why did you opt for an ISO 14001 approach rightfrom the start of Staroffice & Cie?lodie Texier-Rtif (ETR): Ive always personally feltvery aware of environment. And as head of a cleaningbusiness, I was convinced there had to be a way to actpositively in this field, both inside the company andwith regard to its clients. As early as 2005, I felt thatISO 14001 would be the future! Some of Staroffice &Cies clients are listed on the stock-exchange and assuch have environmental obligations: the ISO 14001certification enables us to meet their needs, to gain acompetitive asset and to generally stay one stepahead.

On what issues did you work in priority?ETR: In the cleaning sector, there is a lot one can dowithout modifying the service quality. Staroffice & Cieonly uses products bearing an eco-label or classifiedas non-dangerous, which present the advantage ofbeing harmless for employees. In the same manner,we only use microfiber rags, which last longer andprove both more pleasant and more efficient. Allemployees receive a specific professional training ingreen gestures. Last but not least, the location ofmissions for each employee depends on their personaladdress in order to reduce fatigue and absenteeism aswell as greenhouse gas emissions from their travels.

How do you benefit from this approach and what vision do you have for the future?ETR: Our commitment reflects Staroffice & Cies workethics while at the same time demonstrating itsmotivation. It is highly beneficial to our employees,who identify with environment and health-friendlypractices. Finally, the ISO 14001 certification improvedour relationship with clients: Staroffice & Cie buildson this organisation to adapt its service. We areregularly asked to participate in clients meetings onsustainable development in order to debate ouractions. To me, the future now stands in sustainabledevelopment. Staroffice & Cie has already formaliseda Responsible-Purchase Charter and a SustainableDevelopment Charter. This policy has been rewardedby a sustainable development Trophy awarded by ourprofessional organisation. And last but not least, anAFAQ 26000 assessment is scheduled for 2012!

LISO 14001 ? Une question dthique et de motivation

Staroffice & Cie

. TEXIER-RTIF

ISO 14001? A question of ethics and motivation

Hubert Canet

.16mars/march 2012



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

Quel dclic pousse gnralement une organisation entamer une dmarche de management environnemental ?Roger Lunel (RL) : Je distingue deux catgories de motivations :dune part la volont de se diffrencier en adoptant une lignede conduite thique, et dautre part la ncessit dobir descontraintes rglementaires ou aux exigences des donneursdordres. Les entreprises pousses par ces considrationspragmatiques apprcient particulirement la dimension co-nomique de lISO 14001 : les conomies de ressources, larduction des consommations dnergie et des dchets La mise en place dun systme de management ISO 14001obtient des rsultats concrets rapidement, grce des mesuresrelativement simples pour matriser ses dchets et sesconsommations deau, dlectricit, de papier, etc. Ensuite il faut franchir le cap de la maturit environnementale et allerchercher de nouvelles pistes de progrs.

Dans quelle direction les entreprises peuvent-ellesjustement approfondir leur dmarche et voluer dans leur prise en compte de lenvironnement ?RL : Les organisations certifies ISO 14001 depuis un certaintemps voluent vers des dmarches dco-conception, satta-quent de manire plus pousse la problmatique des dchetsou lefficacit nergtique. En outre, se tourner vers la RSEredonne du tonus la dmarche environnementale et la nourritde nouvelles questions, en incitant notamment au benchmarking.Cette maturit nest pas toujours vidente atteindre : dans unmonde trs concurrentiel, il faut parvenir trouver des pistesdamlioration concrtes et acceptables conomiquement. Toutcela implique une veille fine, qui dpasse les cadres purementrglementaires : pour progresser, la curiosit, qui permet dechanger de point de vision et de remettre en cause des acquis,constitue un atout matre.

Quels atouts distinguent une entreprise ISO 14001 des autres ?RL : Une certification ISO 14001 constitue un avantage concur-rentiel pour rpondre aux clauses environnementales desmarchs publics. La dmarche est galement un facteur demotivation interne : elle diffuse des notions de citoyennet et gnre une certaine fiert dappartenance. Par ailleurs, lISO 14001 permet aux entreprises de trouver des sourcesdconomies et de non dpense. Lco-conception vise aussi rduire certains cots tout en amliorant limage de lentre-prise. Bref, une approche gagnant-gagnant.

ISO 14001 holders, who are you?

Ecological beliefs, public procurement prompting,principals requirements Why do companies choose tocommit to an ISO 14001 approach? Who are theseorganisations who take the leap? How does one reachenvironmental maturity? Roger Lunel, an auditor forAFNOR Certification, explains a few basics.

What usually triggers an organisation into initiating an environmental management system?Roger Lunel (RL): I personally distinguish two types ofmotivations: on the one hand, the will to differentiate byadopting an ethical line of conduct, and on the other, the need to comply with regulations or principals requirements.Companies who are driven by the latter are particularlysensitive to the economic dimension of ISO 14001: costefficiency, waste and power-consumption reductionsImplementing an ISO 14001 management system gives fairly fast practical results, thanks to the relatively easymeasures one can take to control waste, water, electricity or paper consumption Then, and only then a company has totake the step towards environmental maturity and must look fornew paths in order to progress.

In what direction can organisations look to deepen theirapproach and evolve in their environmental ambitions?RL: Companies who have been holding an ISO 14001 certificatefor some time often evolve towards eco-conception, a morethorough waste management policy or energy-efficiency.Furthermore, tackling corporate social responsibility gives newtonus to the environmental approach and enriches it with newquestions, often leaning towards benchmarking. However, thismaturity isnt always easily reached: in a very competitiveworld, one has to find practical improvement options that areat the same time economically acceptable. All of which impliesa thorough vigilance on subject-matters that go beyondregulation: in order to improve, curiosity constitutes a majorasset, which enables companies to shift their point of view and question their habits.

What distinguishes an ISO 14001 company from another?RL: An ISO 14001 certification constitutes a competitive assetto meet environmental requirements in public procurements.The approach is also a good source of internal motivation: itspreads notions of good citizenship and emulates some kind of corporate pride. Besides, ISO 14001 enables a company tofind new ways to cut costs and avoid expenses. Eco-design also aims at reducing expenses while improving corporateimage. A win-win situation.

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

Certifis ISO 14001, qui tes-vous ?

Portrait-robot dune entreprise ISO 14001 Rough Sketch of an ISO 14001 Company

1

Parolesdexpert

Roger LUNEL

in practice/en pratique/

p.17action&performance16AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11

>>>>> La certification NF VALIDATION concerne 116 kitsdanalyse rapide des aliments et de leau, valids selon la norme NF EN ISO 16140 pour les aliments. Accorde avecle concours dun comit dexperts reconnus, cette certifi-cation reprsente une vritable garantie de fiabilit pourdes outils danalyses de plus en plus rpandus.

NF VALIDATION, pour des tests rapides et fiables

NF VALIDATION, for rapid, reliable tests NF VALIDATION certificationconcerns 116 rapid food andwater analysis kits, which are approved under the NF EN ISO 16140 food standard.This certification is grantedvia a committee of recognisedexperts and offers a realguarantee of reliability theseincreasingly widely used tools.NF VALIDATION certificationwas created by AFNORCertification in 1989 and is a product certification intendedfor rapid analysis methods.Increasingly widely used in industry, and especially the food industry, these alternativemethods take the form of kitsthat offer the advantage offacilitating and speeding upanalyses while guaranteeing theirreliability. The microbiologicalanalysis kits are used to look forsalmonella, listeria and, more

certification est mme, depuis2006, un pr requis pour leur reconnaissance lors des contrles sur les produitsalimentaires , expliqueValentine Digonnet, chef deproduit agroalimentaire au seindAFNOR Certification. Des produits aux applicationssensibles pour lesquels lesindustriels sollicitent donc unecertification. ce jour, nous avons dlivr plus de 110 certificats. Les fabricantsdes kits sont trs soucieux dela qualit et des performancesde leurs produits , observeValentine Digonnet.

Apporter la caution des expertsAccrdite par le Cofrac pour raliser les certificationsNF VALIDATION, AFNORCertification est convaincue de la pertinence des avis desexperts pour mener bien ses processus de certification.Cest pourquoi, depuis 1989,lorganisme certificateur runitun bureau dexperts charg de suivre la dmarche et de

Cre en 1989 par AFNORCertification, la certification NF VALIDATION est une certi-fication de produit visant lesmthodes rapides danalyse.De plus en plus utilises danslindustrie, surtout agroalimen-taire, ces mthodes alterna-tives prennent la forme de kits qui prsentent lavantagede faciliter et dacclrer lesanalyses, tout en garantissantleur fiabilit. Les kits danalysemicrobiologique sont destins la recherche des salmonelles,des listeria, et de maniregnrale, tous les germes quipeuvent tre prsents danslalimentation et leau. Ilspermettent une dtection plusfacile des germes que par les mthodes traditionnelles de laboratoire. Ils ont un grand succs sur le march delanalyse des aliments, et leur

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.16mars/march 2012


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


Un portailinternet ddiPour donner une meilleurevisibilit cette presta-tion, AFNOR Certificationlui a consacr un siteinternet. Disponible en versions franaise etanglaise, le portail offreun vritable service auxlaboratoires utilisateurs et aux fabricants de kitsdanalyse microbiologique.Il permet en effet de tl-charger lensemble descertificats et des rapportsdessais relatifs aux kitsdanalyse rapide. Plus de100 certificats et rapportssont ainsi disponibles. En savoir + : www.afnor-validation.org

A dedicatedInternet portalAFNOR Certification hasset up a special website to make the service morevisible. Available in Frenchand English, the portaloffers a real service to user laboratories and to manufacturers ofmicrobiological analysiskits. From it, they candownload all thecertificates and testreports relating to therapid analysis kits. Over 100 certificates andreports are available. To find out more:www.afnor-validation.org

donner une recommandationsur le bien fond daccorder la certification ou non. Ce comit est compos dereprsentants des fabricants,des pouvoirs publics, des utilisateurs, mais aussi dorga-nismes techniques comme le Cofrac , dtaille la chef deproduit. Il faut en moyenne huit mois un an dtudesjalonnes de rencontres avec le bureau dexperts pour valider les tudes, ou le caschant les approfondir, avantdaccorder une certification. La dmarche est exigeante,mais nous tenons ces ren-contres avec les experts tousreconnus dans leur domaine decomptences. Nous estimonsque ces confrontations davisconstituent un vritable gagede qualit pour les produitsque nous certifions , poursuitValentine Digonnet.

Ltude de validation dun kit se ralise en deux phases. La premire phase ditedtudes prliminaires sert caractriser le kit et envaluer les performances en les comparant celles de la mthode normalise derfrence, au sein dun labo-ratoire expert. La deuximecompare les performances dukit valider et de la mthodede rfrence dans plusieurslaboratoires, dans des condi-tions de rptabilit et dereproductibilit dfinies. Enfin,la combinaison des rsultatsdes deux phases de ltudepermet de statuer sur tous lescritres de performance de lamthode dcrits dans la normeNF EN ISO 16140 , prciseValentine Digonnet. Accordepour quatre ans, la certificationNF VALIDATION prvoitgalement un audit du site de production sur lequel sontfabriqus les kits.

generally, any germ that may be present in food and water.They detect germs more easilythan using traditional laboratorymethods. Theyre highlysuccessful in the food analysismarket and, since 2006, their certification has become a prerequisite for their beingrecognised for use in foodproduct inspections, explainedValentine Digonnet, foodproduct manager at AFNORCertification. They are productswith sensitive applications, for which manufacturers requirea certification. Weve issuedover 110 certificates to date. The kit manufacturers are veryconcerned about the quality andperformance of their products,said Valentine Digonnet.

Giving carte blanche to the experts Accredited by COFRAC to carry out NF VALIDATIONcertifications, AFNOR Certificationis convinced that it is useful to seek the opinions of expertsin designing its certificationprocesses, which is why, since1989, the certifying organisationhas brought together a committeeof experts responsible formonitoring the procedure andgiving a recommendation as to whether or not to grantcertification. The committee ismade up of representatives ofmanufacturers, public authorities,users and technical organisations

such as COFRAC, said theproduct manager. It takes an average of eight months to a year of studies punctuated bymeetings with the committee ofexperts to validate the studies or,where necessary, go morethoroughly into them beforegranting certification. Its anexacting way of going aboutthings, but we insist on thesemeetings with the experts, whoare all recognised in their area of expertise. We believe thatcomparing opinions in this wayoffers a real guarantee of qualityfor the products that we certify,continued Valentine Digonnet.

The kit validation study takesplace in two phases. Phase 1,the preliminary studies phase, is used to characterise the kitand evaluate its performance bycomparing it with the standardisedreference method, in an expertlaboratory. Phase 2 comparesthe performance of the kit to bevalidated and of the referencemethod in a number oflaboratories, under definedrepeatability and reproducibilityconditions. Finally, the combinedresults of the two study phasesare used to rule on all the methodperformance criteria describedin the NF EN ISO 16140standard, said ValentineDigonnet. NF VALIDATIONcertification is granted for fouryears and includes an audit of the production site on whichthe kits are manufactured.

Les kits certifis remportent un grand succs sur le march de lanalyse des aliments, ils permettent

une dtection plus facile des germes que par les mthodes traditionnelles de laboratoire.

The certified kits are highly successful in the food analysismarket, as they provide an easier way of detecting germs

than by using traditional laboratory methods.

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expertise/expertise/


Dans le domaine de la certi-fication, il est des situations o la dlivrance du ssame est une vidence, et dautreso le refus simpose. Restecertains cas de figure difficiles trancher et pour lesquelsAFNOR Certification souhaiteau pralable soumettre lesrapports daudit des acteursindpendants, professionnelsrompus la mise en uvre de certifications. Ce sont prci-sment ces dossiers difficilesquont instruire les expertscertification. Tous en activit, ils sont pour la plupart respon-sables qualit, directeur QSE,consultants, fortement aguerris.Ils disposent dun savoir-faire et dun professionnalismereconnu. Leur connaissancedes rfrentiels, des secteursdactivits, des principes,pratiques et techniques daudits,en font de surcrot de prcieuxinterlocuteurs lheure o ladcision daccorder, de renou-veler ou pas une certification se rvle dlicate. Sollicits par AFNOR Certification pour entrer dans lquipe desexperts certification, ils senga-

When the experts decide in completeindependenceWhen its not obvious as towhether certification shouldbe granted or refused, AFNOR Certification relies onthe professionals who haveexperience in implementingcertification: the certificationexperts. These professionalsoffer a sharp-eyed, reliableview of audit reports.There are situations in the fieldof certification when its obviousthat the vital document shouldbe issued, and others when it must be refused. There are,however, some cases that aremore difficult to decide on and,for these, AFNOR Certificationlikes to submit the audit reportsto a group of independentprofessionals who haveexperience in implementing

gent sur une charte et un codede bonne conduite incluantnotamment un devoir de confi-dentialit. Ils maintiennent leurconnaissance des normes etrfrentiels en participant rgu-lirement des rencontres ettudes de dossiers organisespar AFNOR Certification. Depuis son origine, le groupeAFNOR a toujours souhaitsappuyer sur des personnestitulaires dune vritableexpertise, acquise au fil dannesde pratique, pour ouvrir le dbatsur ces dossiers complexes et pouvoir ainsi disposer duneanalyse fiable permettant deprendre une dcision sre ,retrace Murielle Roussel, chef de projet senior au sein du dpartement gestion desexpertises et des comptencesexternes du groupe AFNOR.

Une analyse poussePour rendre leur avis sur la dcision prendre, cesprofessionnels sont runis ausein dun groupe dvaluationet de dcision (GED), spcialissur un secteur dactivit etcomprenant au minimum deux

>>>>>>>>>> Lorsquaccord ou refus de certification ne simpose pas commeune vidence, AFNOR Certification sappuie sur des professionnels rompus la miseen uvre de certifications : les experts certification . Ces professionnels apportentun regard aiguis et fiable sur les rapports daudit.

Quand les experts tranchent en toute indpendance

Christian COUPEZExpert certification

PatrickLANCESTREExpert certification


.16mars/march 2012


Quand les experts tranchenten toute indpendanceWhen the experts decide in complete independence


daudit par rapport lentre-prise audite. Ils jugentgalement de ladquation des caractristiques dusystme audit aux lmentsdu primtre de la certificationdemande. La rponse de lentreprise ainsi que lescommentaires du responsabledaudit, pour chaque non-conformit mineure oumajeure, sont en outre passsau crible. Notre rle est de parvenir saisir la ralit de lorganisation sur laquellenous sommes amens nousprononcer. Cest notre pratiquequotidienne et notre connais-sance des rfrentiels et de leur application sur le terrainqui nous permettent dediscerner si la certification peut tre accorde ou non ,relate Christian Coupez, unexpert certification galementdirecteur adjoint QSE chezBrezillon, filiale du groupeBouygues. Par ailleurs, les GED valuent au travers du rapport daudit la prestationfournie par le responsabledaudit. Enfin, ils font remonterdes lments de jurisprudenceau niveau du comit desurveillance et damlioration,et des commissions internesau groupe AFNOR.

certification. These are thedifficult cases that are examinedby the certification experts. All working people, they aremostly highly experiencedquality managers, QSE directorsor consultants with recognisedknow-how and professionalism.Their knowledge of frameworksof reference, business sectors,and the principles, practices and techniques involved in mean that they are an invaluablesource of advice when thedecision to grant, renew or notrenew certification proves to bedifficult. They are called in byAFNOR Certification to join theteam of certification experts andcommit themselves to a charterand a code of good conduct,including a duty of confidentiality.They keep their knowledge ofstandards and frameworks ofreference up-to-date by regularlytaking part in meetings and casestudies organised by AFNORCertification. From the outset,the AFNOR Group has alwayssought to rely on people whohave a real expertise acquiredthrough years of practice toopen discussions on complexcases and offer a reliable analysisthat will help us make the rightdecision, said Murielle Roussel,senior project manager in theAFNOR Groups expertise andskills management department.

experts certification. Il estprimordial dtre plusieurs afinde confronter les avis et lesexpriences pour pouvoir seprononcer de faon pertinente.Nous nous devons dapporterune vritable valeur ajoutefonde sur notre exprience du travail daudit , soulignePatrick Lancestre, expert certi-fication depuis plus de dix anset par ailleurs responsable QSEdune entreprise active dans le domaine de la scurit lec-trique. Les expertises sontpousses. Les GED sont eneffet invits se prononcerdabord sur la pertinence et la cohrence du programme

An in-depth analysisTo give their opinions on the decision to be taken, theseprofessionals meet as part of anevaluation and decision-makinggroup (GED), which specialisesin a business sector and containsat least two certification experts.Its vital to have more than oneso that opinions and experiencescan be compared in order toreach an appropriate decision.Its up to us to provide real addedvalue based on our experienceof audit work, said PatrickLancestre, a certification expertfor over ten years and QSEmanager for a company involvedin the electrical safety sector.The assessments are in-depth.The GEDs are asked first of all togive an opinion on the relevanceand coherence of the auditprogramme in relation to the company being audited.They also offer a judgement as to how the characteristics ofthe audited system matched upto the components of the scopeof the certification requested. In addition, the companysresponse and the auditorscomments are examined indetail for each major or minornon-compliance. Our role is totry and grasp the reality of theorganisation were

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Action Et Performance n16