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  • Quality KPIs and definitions Print Page Tell Friend

    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 100 per year), interviewed by the Group QHSE Department

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