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  • Through its Quality statement the Group is committed to ensuring the quality in all its activities. The implementation of this commitment is based on support of operation management at Divisional, regional and country levels. The Quality process is aligned with Operating model of Bureau Veritas which is based on 4 main steps:


    • Aligning the organization through priority setting and action plan building.
    • Reinforcing network capabilities through training and supporting our employees.
    • Monitoring our progress, identifying and closing gaps through indicators.

    • Ensure sustainable progress through internal and external audits.


    Valentine Khan, Quality Manager

     
    POLICY
    Our Quality Statement

    At Bureau Veritas, we all share the responsibility for continual improvement of our quality management process and believe that our program, supported by our BV Business Model and our Code of Ethics, will ensure the continual delivery of high quality products and services to our clients.


    Doing so, we will establish Bureau Veritas as the preferred supplier in conformity assessment and certification services in the fields of quality, health, safety and environment, and social responsibility (QHSE)

    PROGRAMS
    Below are the main programs illustrating our commitments. Click on them and discover our programs’ objectives, benefits and case studies:
    Customer satisfaction monitoringMonitoring of technical staff




    QHSE InductionQualification management


    INDICATORS
    Objectives and Key Performance Indicators (KPI) are tracked locally and then consolidated at the Group level:
    KPIs Unit
    		2007
    		2008
    		2009
    		 Objectives
    Customer complaints
    		 Closing time Not tracked 50 days

    29 days

    		30 days
    Supervision of inspectors
    		 Frequency  4,5 years 3 years

    2,7 years

    		3-year cycle
    Internal Quality Audits
    		 Number of audits  318  300 466
    		 3-year cycle
    Certification - non-conformities
    		 Number of non-conformities  3  3

    1

    		Zero
    Certification - good practices
    		 Number of good practices  62  27

    23

    		 N/A
    Certification - integration of new acquisitions (ISO 9001)
    		 Months  20 months
    		  15 months
    		 20 months
    		 18 months maximum after acquisition
    Customer Satisfaction Index* Satisfaction level (%)87% 89%Local follow-up
    		Defined locally
    * Sampling partially representative





    DEFINITIONS



    Customer complaints
    		 Closing time = Total complaints in progress / Total complaints closed ) x 30 Days
    Supervision of inspectors
    		 Frequency of supervision of technical staff on site in main areas of expertise
    Internal Quality Audits
    		 Number of internal audits carried out
    Certification – non-conformities
    		 Number of Non-conformities raised during the Quality management Certification audits
    Certification – good practices
    		 Number of Good Practices identified during the Quality Management Certification audits
    Certification – integration of new acquisitions (ISO 9001)
    		 Average duration to integrate new acquisitions into the Global  Bureau Veritas ISO 9001 Certification System


    Customer Satisfaction Index*

    Satisfaction level = (Satisfied + Very satisfied clients)/(Satisfied + Very satisfied + Dissatisfied clients) x 100%


    		 *A new program, launched in 2007, based on a sample of customers (around 200), interviewed by the Group QHSE Department




  • Contact us
    Phone: +33 (0) 1 55 24 70 00