Action Et Performance n14

LE MAGAZINE DAFNOR CERTIFICATION
AFNOR CERTIFICATION MAGAZINE
juin/june
2011
14
ction
&
performance
P.11
ISO 27001
Priorit la scurit
de linformation
Priority to information security
P.03
Le dveloppement
durable selon Geodis
Sustainable development
according to Geodis
P.17
LISO 9001
pour les TPE
ISO 9001 for
small businesses
P.21
Certificat QSE
pour Orange Mali
QSE Certification for
Orange Mali
AFNOR Certification actus/
AFNOR Certification
part en campagne
loccasion de lvolution de ses marques de certification et du
lancement de sa nouvelle boutique en ligne, AFNOR Certification
lance une campagne de publicit presse et internet.
La campagne est visible
du 9 mai au 20 juin dans
la presse conomique et
spcialise, et sur une
slection de sites internet.
The campaign will run from
9 May to 20 June in the
financial and specialist press
and on selected websites.
Comment raffirmer le caractre

indispensable de la certification
alors quelle est peu visible
dans notre quotidien ? Comment
combattre les ides reues de
la certification ? Deux questions
autour desquelles le leader de
la certification a choisi de reprendre
la parole en toute lgitimit.
En raffirmant une valeur que
nous dfendons depuis toujours
la qualit performance nous
apportons la preuve que la certification fait gagner : gain de reconnaissance, de performance, de
temps et dargent, la certification
est un atout indniable de comptitivit. Des lments tangibles pour
les chefs dentreprise daujourdhui.
Entrez dans un monde

Le concept repose sur un monde
engageant, accueillant, chaleureux,
rassurant mais qui interpelle.

Nous invitons les entreprises et les
individus entrer dans ce monde
o les discordances trouvent des
correspondances, o les rgles
sociales et conomiques vont parfois
lencontre des ides prconues.
Un monde o les marques AFAQ,
NF, AFNOR Certification sont
les sceaux de ce systme et la
boutique en ligne, la porte dentre.
Plus dinformation sur votre espace
client.
AFNOR Certification
launches a campaign
To mark the changes in its
certification brands and the
launch of its new online shop,
AFNOR Certification is launching
a press and Internet advertising
campaign.
How can we convey the essential

nature of certification despite its lack
of visibility in our everyday lives?
How can we dispel preconceived
ideas about certification? The leader
in certification has chosen to
address these two questions once
again from a very credible position.
By reaffirming a value we have
defended from the very start,
performance quality, we are
providing proof that certification
pays dividends: increased
recognition, improved performance,
savings in time and money certification is an undeniable
competitive asset. Tangible factors
for todays business managers.
Enter a world
The concept is based on an inviting,
welcoming, warm and reassuring
world, but one that also questions.
We invite companies and individuals
to enter this world in which
inconsistencies are made consistent,
and where social and economic rules
sometimes go against preconceived
ideas. A world in which the brands
AFAQ, NF and AFNOR Certification
are the hallmarks of the system and
the online shop is the entrance.
A trusted sales advisor
Interlocuteur commercial de confiance

Maillon essentiel de la relation
client qui garantit la bonne sant
de lentreprise, linterlocuteur
commercial peut dsormais
faire valoir ses comptences.
AFNOR Certification lance la
premire certification de personnes
qui reconnat le professionnalisme
et le srieux des commerciaux.
Selon Stphane Barralis, dirigeant
de Clair Azur, leader franais des
SPA et hammam : la certification
garantit nos clients un vendeur
digne de confiance et de grande
comptence . Pour le chef
dentreprise, la certification tierce
partie contribue la russite
commerciale de lentreprise.
Le vendeur certifi adhre
au code de dontologie compor-
tementale dAFNOR Certification,

prcise Stphane Barralis, savoir :
garantir la qualit de la relation avec
le client, dfendre lentreprise et
valoriser son image, respecter un
protocole de vente prcis, garantir
une juste prconisation produit qui
donnera satisfaction au client .
Une certification en 3 tapes

lissue dune formation de 5 jours
dispense par notre partenaire
Forventor, le candidat passe
un examen qui donne lieu la
dlivrance du certificat. Une visite
mystre ou supervise ralise
dans les 6 mois confirme la certification qui est alors attribue pour
18 mois.
p.02
action&performance14
AFNOR Certification - Tel. : + 33 (0)1 41 62 80 11
An essential link in the

customer relationship,
guaranteeing the
companys sound health,
the sales person can
now provide tangible
proof of his or her skills.
AFNOR Certification
is launching the first
certification of individuals
which recognises the
professionalism and
conscientiousness of
salespeople. According to
Stphane Barralis, manager
of Clair Azur, the French
leader in spas and steam
rooms: Certification
gives our customers the
guarantee of a highly
competent salesperson,
someone they can trust.
For business managers,
third-party certification
contributes towards the
companys commercial
success. A certified
salesperson complies with
the AFNOR Certification

code of behavioural
ethics, explains Stphane
Barralis, in other words,
guaranteeing the quality of
the customer relationship,
defending the company
and promoting its image,
following a specific sales
procedure, guaranteeing
the right product recommendation in line with the
customers needs.
Enter a world
At the end of a five-day
training course run by
our partner Forventor,
candidates sit an exam,
with a certificate awarded
on successful completion.
In the course of the next
six months, a mystery
or supervised sales call
confirms the certification
which is then awarded for
a period of 18 months.
.14
rencontre/ a meeting
with.../
juin/june 2011
Geodis Logistics
Geodis Logistics
sur la voie du
dveloppement durable
Certifications\ labels\
ISO 9001
ISO 14001
OHSAS 18001
>>>>>> Pour tendre vers le dveloppement durable, le spcialiste de la logistique

est linitiative dune dmarche fdratrice et rgulirement value reposant sur
un systme QSE intgr. Retour dexprience avec Rgis Lesieux, directeur QSE et
dveloppement durable.
4
questions
...
Comment avez-vous positionn

votre dmarche QSE ?
Rgis Lesieux (RL) : Jusquen 2008,

plusieurs systmes qualit cohabitaient au
sein de la division Geodis Logistics. Nous
avons alors choisi daller vers un systme
QSE commun lensemble des sites situs
en France et au Maghreb. Ce systme
sera tendu cette anne sur nos sites en
Espagne, en Allemagne et au Benelux.
Pour russir, nous avons dfini 25
incontournables qui donnent le cadre
minimum et commun toutes nos units.
Ces incontournables dsignant les
processus ont t dfinis partir des points
communs des rfrentiels qualit, environnement et scurit. La pertinence de cette
approche a t reconnue par AFNOR
Certification fin 2008, lors de nos audits
ISO 9001, ISO 14001 et OHSAS 18001.
En outre, nous nous sommes lancs
dans le dveloppement durable avec une
dmarche intgrant le systme QSE comme
socle de base. Cette initiative baptise
STC Satisfaction Totale des Clients,
des Collaborateurs et des Citoyens , est
un systme de management de lentreprise
couvrant les trois axes du dveloppement
durable. Elle a t dploye en trois tapes :
STC clients en 2008, STC collaborateurs
en 2009 et STC citoyens en 2010.
Geodis Logistics on track

for sustainable development
In a move to promote sustainable
development, the logistics specialist
has launched a federative and regularly
evaluated approach that hinges on an
integrated QSE system. Rgis Lesieux,
corporate V-P for QSE and Sustainable
Development, gives us his feedback.
How did you position your QSE approach?
Rgis Lesieux (RL): Until 2008, the Geodis
Logistics division had been hosting several
different quality management systems. We
decided to transition towards a single core
QSE system encompassing all of our France
and Maghreb-based sites. This year, the
system boundaries are set to be redrawn to
take in our sites based in Spain, Germany and
the Benelux zone. The roadmap to success
was to define 25 key essentials scaffolding
the core foundation frame for all our units.
These key process essentials were defined
based on the core features shared by the
quality-safety-environment benchmark systems.
In late-2008, the AFNOR Certification gave us
recognition that this approach was on track at
p.03
.14
Geodis Logistics
juin/june 2011
Rgis LESIEUX
/ SUITE / FOLLOWING /
Geodis Logistics sur la voie

du dveloppement durable
Geodis Logistics on track for sustainable development
Nous ne pourrons
changer nos pratiques
quavec le concours actif
de nos collaborateurs.
We could not hope to
change our practices
without conviction and
commitment, first from our
collaborators.
Repre
Intervenant global
de la chane logistique,
Geodis Logistics emploie
7 600 collaborateurs sur
170 sites en Europe et
au Maghreb. Pour mener
bien ses prestations
ralises auprs des
acteurs de lindustrie
et de la distribution,
la socit dispose de
quelque 2 millions de
mtres carrs de surface
dentreposage. En 2010,
Geodis Logistics a ralis
1,01 milliard deuros de
chiffre daffaires.
ID card
Geodis Logistics is a global
multimodal logistics
solutions provider employing
7,600 collaborators over
170 sites across Europe
and the Maghreb. Geodis
Logistics can mobilize its
two million square metres
of warehousing space
to meet the supply chain
solutions needs of industry
and distribution hub
partners. In 2010, Geodis
Logistics posted 1.01 billion
euros in turnover.
Comment et avec qui avez-vous

conduit cette dmarche STC ?
RL : Nous avons fait le pari de lHomme

pour transformer notre fonctionnement
et nos pratiques et les rendre compatibles
avec les exigences du dveloppement
durable. En effet, nous sommes convaincus
que nous ne pourrons changer nos pratiques
quavec le concours actif de nos collaborateurs, et au-del, des clients et de nos parties
prenantes. Notre dmarche est donc simple
pour tre comprise, et concerne lensemble
des collaborateurs quel que soit leur niveau
de responsabilit.
Ladhsion espre sest-elle

concrtise ?
RL : Nous partons du principe que lon amliore que ce que lon mesure. Notre initiative
sest donc accompagne denqutes de
satisfaction ralises par un organisme indpendant. Dabord auprs de nos clients :
en 2008, 91 % dentre eux se dclaraient
satisfaits, et 95 % en 2010. Nous avons galement mesur limplication de nos collaborateurs en interrogeant 5 000 dentre eux
salaris et intrimaires en 2009, et le taux
de satisfaction obtenu tait de 79 %. Nous
allons relancer cette enqute cette anne.
Enfin, sur le volet socital, des questions
cibles sur la vision de nos clients relative
notre dmarche dveloppement durable
et sur celle de nos collaborateurs, pour la
prservation de leur scurit et de leur sant
sur le lieu de travail, ont t inclues dans
les deux enqutes. Les taux de satisfaction
dpassent 90 %.
Comment entretenez-vous ces

systmes pour que la mobilisation
reste intacte ?
RL : Nous comptons sur la force de la mesure.

Les rsultats des enqutes de satisfaction
sont prsents tous les niveaux de lentreprise. Ils servent de base pour le lancement
dactions damlioration de fond sur les
trois volets de la dmarche STC, mais aussi
pour rcompenser les meilleures performances. Chaque anne, nous remettons
des trophes aux sites les plus mritants.
p.04
directeur QSE
et dveloppement
durable /
Corporate V-P for
QSE ans Sustainable
Development.
our ISO 9001, ISO 14001 and OHSAS 18001

audits. We also launched into sustainable
development via an approach integrating the
QSE system as our core foundation. Dubbed
STC: Total Client-Collaborator-Consumer
Satisfaction, this initiative is an enterprise
management system covering the three core
strands of sustainable development philosophy.
It was deployed in three phases: STC Clients
was phased in over 2008, followed by STC
Collaborators in 2009 and then STC Consumers
in 2010.
How was the STC approach managed,
and who led the process?
RL: We pinned our faith in People to transform
our practices and how we operate into a
system that fits with sustainable development
requirements. Our rationale is based on the
belief that we could not hope to change our
practices without conviction and commitment,
first from our collaborators and then from
our clients and stakeholders. The approach is
therefore simple enough to be easily understood
and integrated by all of our collaborators,
regardless of their level of functional responsibility.
Did you get the kind of buy-in you were
hoping for?
RL: We set out with basic idea that you can
only improve what you can measure. Our
initiative was ushered in by satisfaction surveys
that were led by an independent agency. The
first group surveyed was our clients. In 2008,
91% stated they were satisfied, compared
to 95% in 2010. We then gauged collaborator
engagement by interviewing 5,000 on-salary
and interim staff. The satisfaction rate in 2009
was 79%, and we will be re-running the survey
this year to get the 2011 figures. Finally, the
social responsibility strand was tackled in both
surveys, through targeted questions designed
to gauge the client experience of our sustainable
development approach and the collaborator
experience of our occupational health and
safety performance. Satisfaction rates passed
the 90% mark for both groups.
How do you drive these systems so that
the degree of mobilization stays intact?
RL: We rely on the impetus that performance
measurement brings. Every level of the company
gets to see the satisfaction survey results.
These results are used as the basis for launching
roots-level improvement action on all three
core STC strands, but they are also used to
reward the best performers, and every year we
award trophies to the most deserving sites.
with.../
Institut Gntique Nantes Atlantique
ISO 9001
LIGNA en qute de qualit

Le laboratoire pluridisciplinaire dexpertises mdicolgales sest construit depuis 2003 partir dune
dmarche ISO 9001. Un engagement volontaire et
structurant pour une organisation positionne sur
lidentification dindividus partir de lADN, comment
par Laurent Fruchard, responsable qualit.
Vous avez dcid dengager une dmarche qualit
avant mme de dbuter vos activits. Pourquoi ?
Laurent Fruchard (LF) : Notre vocation consiste concourir
la manifestation de la vrit dans le cadre denqutes
judiciaires. Pour remplir cette mission, nous proposons une
approche pluridisciplinaire dun scell ou dune scne
dinfraction. Nos diffrents ples dexpertises nous permettent de raliser des analyses de lADN, notre cur de
mtier, mais aussi des analyses dempreintes digitales,
et des morphoanalyses de traces de sang. ces lments
peuvent encore sajouter des analyses des supports informatiques et lectroniques. Nous voluons dans un domaine
o les audits clients nexistent pas. Nos clients que sont
les Ministres de la Justice et de lIntrieur ne nous imposent
pas non plus de certification. Cela tant, pour travailler
chez nous, les experts biologistes doivent obtenir un
agrment. Sans tre exige, la prsence dun systme de
management de la qualit au sein du laboratoire dans
lequel ils voluent est un lment qui est pris en compte.
De mme, lorsque nous rpondons des marchs publics,
la certification qualit est un plus . Ds lors, quand nous
avons cr le laboratoire, nous avons souhait structurer
son organisation par processus et nous engager dans une
dmarche de certification ISO 9001.
Quels ont t selon vous les principaux apports
de lISO 9001 ?
LF : En dfinissant des processus, nous avons ainsi directement pu clarifier les tches et les responsabilits de
chacun. De fait, la certification offre une garantie nos
clients en termes de qualit de service et de traabilit.
Ladhsion des salaris a t-elle t immdiate ?
LF : Cela a demand du temps et des investissements,
car lorsque nous avons lanc la certification, moins de la
moiti des salaris connaissaient la qualit. Aujourdhui,
le systme de management fait totalement partie des
pratiques et de la culture de lentreprise. Nous avons une
vingtaine dauditeurs interne et autant de pilotes de
processus totalement investis dans leur mission. Chaque
salari se sent concern.
Quels sont les outils majeurs sur lesquels
vous vous appuyez ?
LF : Depuis 4 ans, nous avons mis en place des enqutes
clients qui portent soit sur un sujet prcis, soit sur notre
activit dans son ensemble. Nous sommes trs attentifs
aux attentes clients que nous traitons comme des rclamations partir dune grille danalyse qui permet de
mettre en place une boucle damlioration continue. En
interne, nous ralisons aussi des enqutes sous forme de
quizz qualit .
The IGNAs quest for quality

The IGNA multidisciplinary laboratories for forensic
expertise was established in 2003 with ISO 9001
as base template. ISO certification was a conscious
commitment providing a backbone for an organization
positioned in the DNA ID fingerprinting market.
Laurent Fruchard, quality manager.
You decided to engage a quality management
approach before you had even started business. Why?
Laurent Fruchard (LF): Our stated mission is into help
the establish truth for legal investigations. We tackle this
mission by proposing a multidisciplinary approach to
analyzing crime scene samples or testing attendance at
a crime scene. Our different centres of expertise enable
us to run DNA analysis, which is our core activity, but also
to lead digital fingerprinting analysis and bloodstain
pattern analysis, as well as analyses of computer and
electronic media. In our sector of activity, there are no
customer audits. Our customers, the French Ministry of
Justice and Ministry of the Interior, do not stipulate
certification either. That said, any expert biologist working
for us needs official approval. A working quality management
system at their base laboratory is a factor that, although
not compulsory, is nevertheless taken into account.
Similarly, when we submit tenders for public-sector
contracts, quality certification is a plus. Consequently,
when we first created this laboratory, our design from
the outset was to build a process-driven organizational
structure and to engage in an ISO 9001 certification
approach.
In your opinion, what are the main assets
brought by ISO 9001?
LF: Actively defining our processes enabled us to clearly
and directly identify each persons roles and responsibilities.
Certification thus embodies the assurance that we can
deliver customers guaranteed traceability and service
delivery quality.
Did the staff immediately buy in to the system?
LF: It took time, and investment when we started out,
less than half the personnel were trained up on quality.
Today, though, the management system is a fully integral
feature of the companys culture and operating practices.
We have just under two dozen internal auditors and as
many process pilots, and all have taken complete ownership
of their mission. Every member of staff feels they have a
role to play.
What are your most important quality
management tools?
LF: Over the last four years, we have introduced customer
surveys that either tackle a specific issue or cover our
activity as a whole. One of our central concerns is the needs
voiced by our customers, and we handle these needs as
issued claims based on an analysis matrix. This system
enables us to implement a continuous improvement cycle.
We also run in-house surveys designed around a quality
quiz format.
Laurent Fruchard
responsable qualit / Quality manager.
Repre
Cr en 2003, par le Professeur Moisan,
pionnier de lidentification dindividus
partir de lADN, IGNA est le premier
laboratoire franais automatis
et informatis ddi la gntique
humaine. Bas Nantes, avec des
antennes Marseille et Strasbourg,
IGNA emploie 67 collaborateurs.
En juillet 2008, il sest rapproch
du groupe lyonnais Carso qui est
devenu son actionnaire majoritaire.
Spcialiste des analyses dans
les domaines de lenvironnement,
lagroalimentaire et la gntique,
Carso emploie plus de 1 300 personnes
et a ralis en 2009 un chiffre
daffaires de 102 millions deuros.
ID card
Founded in 2003 by Professor Moisan,
who pioneered DNA-based ID, the
IGNA was the first French laboratory
dedicated to computerized automatedthroughput human genetics analysis.
The IGNA is headquartered in Nantes,
and has branches in Marseille and
Strasbourg, employing a total of
67 staff. In July 2008, the IGNA merged
with Lyon-based Carso, which
became majority shareholder. CARSO
offers a comprehensive panel of
tests for specialized environmental
science, food industry and genetics
applications. Carso counts over
1,300 staff, and posted a 2009 turnover
of 102M.
p.05
.14
juin/june 2011
Louis Vuitton
ISO 14001 par tapes 2/3
ISO 14001 stepwise - 2/3
Louis Vuitton,
naturellement exemplaire pour
la protection de lenvironnement
>>>>>>>>>>> Le groupe de luxe a choisi de dployer une dmarche ISO 14001
par tapes dans son atelier de maroquinerie de Ducey, en Normandie. Une faon de
concilier les traditions de cration et dexcellence de latelier avec les exigences
environnementales les plus pointues.
Lenvironnement a t pris en compte
ds la conception architecturale
de latelier. Pourquoi ce parti pris ?
Dabord parce que ce site est implant
en campagne prs du Mont Saint-Michel
et quil est bord de prairies. Nous sommes
au sein dun environnement privilgi et
il nous a sembl vident de tout mettre
en uvre pour le prserver. Nos btiments
ont donc une architecture qui sintgre
ce milieu naturel dexception, les parkings
sont semi enterrs pour quils se voient
le moins possible, et lintrieur le cadre
de travail est privilgi, notamment grce
de grandes baies vitres avec vue sur le
Mont Saint-Michel. Par ailleurs, sans parler
de certification, nous avons conu les
btiments pour quils soient peu impactant
sur lenvironnement. Au-del des spcificits
du site, lancrage environnemental est aussi
la marque de fabrique de la maison Louis
Vuitton et du groupe LVMH.
quand remonte le lancement
de la certification ISO 14001 ?
Nous avons lanc la dmarche il y a trois ans,
dans le sillage dautres sites de Louis Vuitton,
comme le centre logistique et le sige. Le
site a opt pour une certification par tapes
car nous avons estim quelle permettrait
de travailler plus en profondeur et de rendre
nos actions plus prennes. Pour la mener
bien, nous sommes accompagns par la
p.06
Louis Vuitton, naturally a

shining example for environmental
protection
The luxury goods giant has opted to
deploy a stepwise ISO 14001 approach
in its Ducey-based leathercrafts centre
in Normandy. The move will tie the
fashion workshops traditional culture of
creation and excellence with the toughest
environmental requirements on the market.
Environmental concerns were integrated
well upstream, at the leathercraft workshop
concept stage. Why opt for this policy?
First and foremost, because the site is set in
natural countryside close to the Mont SaintMichel, and is surrounded by grassland. We
were investing a fantastic natural landscape,
so it felt natural to do everything we could to
keep it that way. Our buildings were designed
to integrate seamlessly into this exceptional
natural landscape, the car parks are half-buried
to keep them hidden in the hillside, while inside
we sought to create most liveable working
environment possible through measures such
as placing panoramic windows offering a
view out to the Mont Saint-Michel. Indeed,
certification aside, our buildings had already
been designed to create minimal impact on
the outside environment. Over and above
the specific features of this particular site,
environmental consciousness is also a
trademark of the Louis Vuitton fashion house
and the LVMH conglomerate as a whole.
with.../
cellule environnementale de Louis Vuitton

et de LVMH. Chaque mois, lensemble
des correspondants en charge de lenvironnement dans la socit se runissent pour
benchmarker les meilleures pratiques.
Quels ont t vos principaux axes
de travail ?
Le premier tait la conformit avec la
rglementation. Nous avons donc construit
un systme de veille rglementaire partag
avec le sige et les autres ateliers de maroquinerie. Ensuite, le site de Ducey a souhait
profiter de cette dmarche pour mettre
laccent sur la diminution des impacts de
lactivit sur lenvironnement. Nous travaillons
sur la baisse des consommations de gaz,
dlectricit, deau et la gestion des
dchets. Nous avons galement dploy
un plan dactions et de gestion des risques,
surtout dincendie, pour prvenir toute
pollution ventuelle, mme si nous utilisons
des colles sans solvant. Enfin, la dmarche
est surtout un moyen de sensibiliser nos
quipes et nos partenaires aux enjeux environnementaux. Elle a un rle ducatif qui
dpasse le cadre de travail. Nous diffusons
donc beaucoup dinformations et nous
mettons en place des actions dans plusieurs
domaines. Par exemple, nous encourageons
le covoiturage. partir dune carte qui est
affiche lentre de latelier, nous mettons
en relation les demandeurs et les offreurs.
ce jour, 60 % de nos collaborateurs utilisent
ce mode de transport !
Quels sont les efforts restant accomplir
pour dcrocher la certification ?
Nous venons datteindre le deuxime niveau
de la dmarche par tapes, et nous visons
le dernier dbut 2012. Dici l, le site devra
parfaire son systme de management sur
le suivi des indicateurs en se dotant doutils
daudit interne.
When did you launch into

the ISO 14001 certification initiative?
The initiative was launched three years ago,
following in the wake of other Louis Vuitton
sites such as our logistics warehousing hub
and the brand headquarters. The Ducey site
opted for stepwise certification as we felt
this solution offered a better framework
for thorough in-depth analysis and a better
platform for longer-term sustainable action.
LVMH and the Louis Vuitton environmental
management taskforce were drafted in to help
coach us through the process. Every month,
all staff in environmental protection roles meet
together to benchmark our best practices.
What were the main thrusts?
Our first focus was regulatory compliance.
We therefore set up a regulatory intelligence
system that would be co-deployed across HQ
and the leathercraft workshops. Then,
the Ducey site voiced the desire to use the
approach to get mobilized on minimizing the
environmental impacts of our business. We
are working on cutting down gas, electricity
and water use, and on waste management
and recycling. We have also deployed risk
management and contingency planning,
especially for fire, to preclude any potential
for pollution, even though we already use
solvent-free glues. Finally, the approach is
essentially a way to raise consciousness on
environmental issues, both in-house and with
our suppliers. It has an educational role that
goes beyond the framework of work and
business. We are constantly on an information
drive, and action initiatives are led in several
areas. For example, we actively promote carpooling. There is a local map in the workshop
entrance lobby that we use to connect drivers
with potential car-sharers. To date, around
60% of staff already uses our car-sharing
system!
Where does work still need to be done
before certification can be secured?
We have just reached the second stage of
the stepwise approach, and we expect
to get to the final stage in early 2012. In the
meantime, we will need to bring in internal
auditing solutions to further improve how our
management system tracks our performance
indicators.
Pour respecter les exigences

de confidentialit du groupe
LVMH, les articles ne doivent
pas mentionner le nom des
collaborateurs interrogs.
Nous remercions toutefois
le groupe davoir accept
dapporter son tmoignage
dans notre revue.
Due to confidentiality
requirements in force at
LVMH, the names of
interviewees have to be
kept anonymous. However,
we can still thank LVMH
for letting us publish their
account of the certification
experience.
Repre
Install Ducey dans la Manche,
latelier Louis Vuitton emploie autour
de 550 personnes, spcialises dans
la fabrication de sacs de ville et de
bagages essentiellement en toile.
Outre ce site, Louis Vuitton ralise
sa production dans 10 autres ateliers
en France.
ID card
The Louis Vuitton leathercrafts
workshop based in Ducey (La Manche
dpartement) employs 550 people
specializing in bags, totes, and travel
luggage mainly in canvas. Ducey of
one of 11 Louis Vuitton production
workshops across France.
p.07
.14
clients en bref/ clients

in brief/
juin/june 2011
Cap sur le QSE

pour SPIE Communication
SPIE Communication,
SSII et intgrateur tlcoms
spcialis dans linfogrance,
ouvre son systme de management de la qualit la scurit
et lenvironnement. Le 4 mars
2011, son centre dexpertise
et dassistance clients de SaintJacques-de-la-Lande (35) a
dcroch une double certification ISO 14001/OHSAS 18001.
Ces deux rfrentiels compltent la certification ISO 9001
et permettent au site de se
hisser au rang des entits
certifies QSE du groupe
SPIE. Une dmarche
mobilisatrice selon Claude

Girard, dlgu rgional du
groupe AFNOR en Bretagne.
Lentreprise bnficie dun
socle qualit trs robuste et
souhaitait le renforcer sans pour

autant oublier lenvironnement
et la sant-scurit au travail.
La dmarche QSE a notamment
permis damliorer la culture
de prvention auprs des 350
collaborateurs . Linitiative
pourrait faire des mules dans
le reste du groupe SPIE, dj
certifi ISO 9001 en quasitotalit et ISO 14001 pour de
nombreux sites.
SPIE Communication
on course for QSE
SPIE Communication an IT
consultancy and telecom systems
integrator specializing in facilities
management is extending its
quality management system to
take in safety and environmental
protection. SPIE Communications Customer Support and

Consultancy Centre based in
Saint-Jacques-de-la-Lande
lle-et-Vilaine) secured dual
ISO 14001/OHSAS 18001
certification on 4 March 2011.
With ISO 9001 certification
already in the bag, the unit
became the first SPIE group site
to complete the Quality Safety
Environment sweep. A triplecertification approach that the
AFNOR groups Brittany region
delegate Claude Girard qualified
as mobilizational. The company
had a very robust quality management platform that it aimed to
consolidate, but without losing
sight of the environmental and
occupational health and safety
strands. The QSE approach has
helped enculturate preventive
safety across the 350 staff.
The initiative could spark copycat
moves across the entire SPIE
group, which is virtually 100%
ISO 9001-certified and widely
ISO 14001-certified.
Label QualiParis
cest parti !
Mettre laccueil et la qualit
au cur des services aux
parisiens : tel est lobjectif de
la Ville de Paris avec le label
QualiParis. Ce rfrentiel priv,
labor en interne avec deux
consultants puis finalis et
outill par AFNOR Certification,
rpond la spcificit de la
capitale, la fois Ville et Dpartement. Compos de plusieurs
rfrentiels sectoriels, il permet
dharmoniser la qualit de
laccueil quel que soit larrondissement ou la structure.
Mairies, piscines, cimetires,
parcs & jardins, bibliothques,
centres daction sociale
2 500 structures seront terme
concernes. Les premires,
pilotes, viennent dtre labellises par AFNOR Certification,
qui poursuivra cette premire
vague jusque fin 2011.
The QualiParis Label

is up and running!
Exosun reoit la double certification

ISO 9001 et ISO 14001
Exosun est la premire entreprise solaire franaise certifie
ISO 9001 et ISO 14001 pour
lensemble de ses activits qui
stendent de la conception
de systmes de suivi solaire
lingnierie, la construction
et la maintenance de centrales
solaires au sol. Par un accompagnement rigoureux de
ses fournisseurs, des contrles
rguliers tout au long des
chantiers et la formation de
ses quipes, Exosun matrise

la qualit de ses produits et
process et garantit ainsi le strict
respect de ses cahiers des
charges. Afin dvaluer son
empreinte sur le climat, lentreprise ralise un bilan carbone
et une analyse environnementale chacun de ses projets.
Elle dveloppe ses produits en
tudiant leurs impacts depuis
leur conception jusqu leur
dmantlement.
Exosun awarded dual

ISO 9001ISO 14001
certification
Exosun is the first French
solar energy company to secure
ISO 9001 and ISO 14001

certification from top to bottom
across its entire business activity,
which spans solar tracker systems
design through to engineering,
building and maintenance of
ground-mounted solar parks.
Exosun runs a rigorous supplier
follow-up policy, end-to-end
project control checks, and
strong team training programmes
to ensure full control over product
and process quality and guarantee stringent compliance with
customer specifications. Exosun
evaluates its environmental
footprint by running carbon
audit and environmental impact
analysis on all its projects. All
Exosun products are developed
and built based on cradle-tograve life cycle assessment.
p.08
The City of Paris has targeted

hospitality and quality as core
policy through the QualiParis
label: a private-group benchmark
standard developed internally
with two consultants and then
finalized and kitted out by AFNOR
Certification, and geared specifically to the needs of the French
capital in its status as both
City and administrative region.
QualiParis is a composite of
several sector-specific standards
brought together to harmonize
hospitality services quality across
every district arrondissement
and city services agency. City halls,
swimming pools, cemeteries,
parks and gardens, municipal
libraries, community support
centres a list of around 2,500
local government-run facilities
will ultimately be covered. The
first few pilot sites have just been
labelled by AFNOR Certification,
which will continue auditing this
first wave of labels until end-2011.
clients en bref/ clients

in brief/
Premier diagnostic
defficacit nergtique en Algrie
Dans le cadre de son partenariat avec Altran, le groupe
AFNOR propose des offres
de services dans le domaine
de lnergie. Consquence
immdiate des nouvelles lois
et dcrets visant rduire
la facture nergtique de ses
installations conomiques,
le march algrien offre des
perspectives prometteuses
pour des prestations telles que
le diagnostic defficacit nergtique. AFNOR Algrie sest
positionn en rpondant
un appel doffre national lanc
par lAPRUE (Agence nationale
pour la promotion et la rationalisation de lutilisation de
lnergie), couvrant 17 cimenteries, 4 verreries et 4 raffineries, toutes nergivores et
a t retenue pour raliser le
diagnostic defficacit nergtique dune verrerie et deux
cimenteries.
First energy efficiency

audit on Algerian soil
AFNOR group proposes an
energy management services
offer through its partnership with
Altran. New Algerian legislation
and regulations designed to cut
energy bills at national economic
facilities mean that the Algeria
market instantly opens up
promising perspectives for
services such as energy efficiency
audits. AFNOR Algeria has
moved into position by replying
to a call for tenders issued by
the APRUE [the Algerian national
agency promoting rational
energy use] and covering
17 cement plant, 4 glassworks
and 4 refineries all of which
are intensive energy-users and
out tender package won contracts
to run energy efficiency audits
on one glassworks and two of
the cement plants.
Retour sur lvaluation

AFAQ 26000 de Bodemer
Chez Bodemer SA,
distributeur automobiles
des marques Renault / Dacia
et Nissan, la qualit est une
valeur trs fortement ancre
dans la stratgie et la culture
de lentreprise. Depuis 1998,
les 20 entreprises du groupe,
implantes en Bretagne et
en Normandie, sont certifies
ISO 9001 pour les activits de
vente, rparation, dpannage,
location. En dcembre 2010,
la PME a t value
AFAQ 26000 ; cette valuation
implique lintgration de chacun
des enjeux de la responsabilit
socitale (sociaux, environnementaux et conomiques),
tous les niveaux de lentreprise.
La note de 304 points atteinte
par Bodemer, correspondant

un niveau progression
illustre bien la mobilisation
exemplaire de lentreprise :
recherche de lquilibre
conomique associ au dveloppement de laxe management des ressources
humaines.
A look back at the

AFAQ 26000 assessment
on Bodemer
At Renault/Dacia and Nissan
brand dealer Bodemer SA,
quality is deeply woven into
the fabric of the companys
culture and strategy. Since 1998,
all 20 of the groups Brittany
and Normandy-based affiliates
are certified to ISO 9001

covering sales, repairs,
breakdown assistance and
rentals activities. In December
2010, the SME underwent an
AFAQ 26000 assessment
an audit that evaluates how
far each of the three pillars of
corporate social responsibility
(economic, ecological, and
social) is integrated, and at
every level of the company.
Bodemers score of 304 points,
which ranks as progression,
is a clear illustration of
the companys outstanding
mobilization: leveraging human
resources management
to achieve economic balance.
Cofely certifi EN 16001

pour la gestion des piscines
de Bordeaux
Cofely, filiale de GDF SUEZ,
reoit sa premire certification
EN 16001 pour la gestion
des services nergtiques des
quatre piscines de la Ville
de Bordeaux. Les prestations
concernent le chauffage,
le traitement de leau, le traitement de lair et le nettoyage.
Grce aux dispositions prises
dans le cadre de la certification
EN 16001 (future ISO 50001,
lire page 20), Cofely a identifi
de nombreuses actions
permettant damliorer lefficacit nergtique des piscines.
Pour lune dentre elles, les
travaux raliss permettront
non seulement une rduction

de la facture nergtique,
mais aussi des gains environnementaux annuels estims
240 tonnes de CO2 et
28 000 m3 deau de ville.
Cofely gains
EN 16001 certification
on Bordeaux swimming
facilities management
GDF SUEZ affiliate Cofely
has secured its first EN 16001
certification for its energy
efficiency services management
system deployed for the four
Bordeaux city municipal pools.
Cofelys services solution spans

heating, water purification
air purification, and cleaning.
Measures taken under the
EN 16001 certification (soon
to be ISO 50001 certification,
read p. 20) programme enabled
Cofely to identify a series of
actions for improving energy
efficiency at the swimming
facilities. Work at one of the
pools will not only cut energy
bills but also lead to annualized
environmental savings estimated
at 240 tons of CO2 and 28,000 m3
of municipal water.
p.09
.14
Lactualit de la marque NF/ NF mark

current events/
juin/june 2011
NF Liants hydrauliques :
une marque en bton
La Maison
BBC-effinergie
par Cquami
Le rfrentiel de certification de la marque NF Liants hydrauliques

a t rvis en juin 2011 notamment pour souvrir aux ciments
sursulfats.
partir du 1er janvier 2013

tous les logements neufs
devront rpondre la
rglementation thermique
RT 2012 imposant une
consommation de 50 kWh/m2
par an, niveau trait
aujourdhui par le label
BBC-effinergie (btiment
basse consommation).
Ds lors, un nombre croissant
de constructeurs titulaires
de la certification NF Maison
Individuelle anticipent et
font le choix de la qualit
globale associe la qualit
environnementale et
nergtique. Ils proposent
leurs clients des maisons
certifies NF HQE et
labellises BBC-effinergie.
Depuis le 1er janvier dernier,
toutes les maisons NF HQE
doivent rpondre au niveau
du label BBC-effinergie ou
de la RT 2012 par anticipation.
NF Maison Individuelle
et NF Maison Individuelle
dmarche HQE, certifications
de produits et de services
associs, sont fondes
sur trois niveaux dexigences
indissociables : la qualit de
lorganisation du professionnel, des services et du suivi
client et la qualit technique
de la maison. nergies renouvelables, matriau brique,
prdominances rgionales
constituent quelques-unes
des caractristiques des
maisons certifies et labellises
BBC-effinergie .
Ces ciments de vieille tradition,

explique Michel Delort, reprsentant
de lATILH (Association technique
de lindustrie des liants hydrauliques)
ont rcemment t remis au got
du jour et sont maintenant couverts
par une norme europenne
harmonise. Les volutions
constantes apportes la marque
NF Liants hydrauliques renforce
sa lgitimit. Le socle est dj
solide : depuis plus de 50 ans,
cette marque NF atteste un haut
niveau de qualit pour les ciments.
partir de 2001, la marque
NF Liants hydrauliques a complt
le marquage CE pour ceux
qui le souhaitent. Elle apporte
aux utilisateurs des garanties
complmentaires au marquage CE
sur la composition, les performances et le contrle des produits
et demeure ce jour trs
demande. De plus, elle intgre
des caractristiques non
normalises telles que la propret
des citernes et le contrle au
dernier conditionnement. Une
centaine de cimenterie ont choisi
cette option, dont une dizaine
depuis 2010.
NF Hydraulic Bonds:
a Concrete Label
The NF Hydraulic Bondslabel certification framework
was revised last June, notably in
order to integrate super sulphated
cements.
These traditional cements have
recently been brought back into
fashion, and are now covered by
a consistent European standard,
explains Michel Delort, representative
for the Hydraulic Bonds Industry
Association. The constant evolution
imparted on the NF Hydraulic
Bonds label increases its
legitimacy. The labels strength
derives from a strong base: for over
50 years, this NF brand has
attested a high level of quality for
various types of cement. And since
2001, the NF Hydraulic Bonds
label completes the CE marking,
for those who wish so. It supplies
users with added guaranties compared to the CE marking regarding
composition, performances and
products monitoring. Furthermore,
the NF Hydraulic Bonds
label integrates unstandardized
characteristics, such as tankcleanliness or last packaging
inspection. A hundred cement
industries have already chosen
this option, ten of which since
2010.
The BBC-effinergie
house, by Cquami
Starting from 1st January 2013,
all new housing will need
to meet RT 2012 thermal
performance regulations
energy consumption at
50 kWh/m2 per year, which
is a level currently handled
under the BBC-effinergie
(low-energy housing) label.
A growing number of builders
that hold NF Detached Housing
certification are looking to gain
a head start and opting for an
all-round quality system pairing
environmental with energy use
quality. They are offering clients
NF HQE-certified and BBCeffinergie-labelled houses.
Since 1st January of this year,
all NF HQE-labelled houses have
to meet either BBC-effinergie
level or be RT 2012-ready.
NF Detached Housing and HQElabelled NF Detached Housing
are certifications for allied
products and services and are
based on three intertwined
levels of quality requirement:
The quality of the professionals
business organization, the quality
of their services and customer
follow-up, and the technical
quality of the house itself.
Renewable energy, brick materials,
and regional heritage design are
just a few of the specific features
that characterize houses certified
and labelled BBC-effinergie.
////////////// www.marque-nf.com ///////////////

p.10
.14
dossier/ special
report/
juin/june 2011
EN COUVERTURE
Certification ISO 27001 :

passer loffensive pour
protger ses informations
ISO 27001 certification:
Take the offensive to protect
your information
>>>>>>>>>>>
Protection des donnes personnelles,
des changes commerciaux, des
coordonnes bancaires plusieurs
affaires retentissantes sont venues
rappeler la criticit de la scurit
des systmes dinformation pour
prserver lactivit et la confiance
des clients. La norme ISO 27001
permet prcisment de rpondre
ces exigences et de parer aux
nouvelles menaces de lre virtuelle.
>>>>>>>>>>>
Securing personal data,
commercial exchanges, bank
details several news stories
lately served as a reminder of the
importance of information systems
security in order to preserve a
companys activity or its clients
trust. The ISO 27001 standard
precisely tackles these issues,
warding off the numerous threats
of the virtual era.
LIRE ARTICLE PAGE SUIVANTE
>>>>>
p.11
.14
juin/june 2011
Dossier
Special report
>> Certification ISO 27001 :

passer loffensive pour
protger ses informations
toutes les organisations. Mais
pour faire face, des outils existent.
Dlimiter les champs

de la scurit
La certification ISO 27001

couvre la conception des
logiciels, lutilisation
dinternet mais aussi la
scurit physique comme
laccs aux locaux.
ISO 27001 certification
acts on physical security
(access to the premises)
and logical security
(software conception,
use of internet).
At the end of 2010, Wikileaks

disclosed thousands of
La normalisation anglaise a
confidential documents. March
t la premire semparer du 2011, 150 computers from
sujet, avec le standard BS-7799 the French Ministry of Economy
publi en 1995. LISO la ensuite and Finances were hacked.
Last but not least, Sonys online
repris et rvis pour laborer
En fin danne 2010,
videogame service makes the
la norme 27001 en 2005, qui
Wikileaks dvoilait des milliers
headlines: the secure data of
propose un systme de mana- 77 million clients have been
de documents confidentiels.
gement pour grer la scurit
Mars 2011, 150 ordinateurs
stolen. The financial loss runs
de Bercy ont subi une attaque des systmes dinformation
in billions, notwithstanding
informatique. Dernier vnement (SSI) , retrace Jean-Pierre
the image impact. Information
en date, le service de jeu vido Qumard, directeur rseaux et today rhymes with power and
tlcoms chez Cassidian (EADS) considerable financial issues.
en ligne de Sony dfraie la
chronique : les donnes scuri- et prsident de la commission For over twenty years, information
systems have been on the
de normalisation. Il consiste
ses de 77 millions de clients
increase, so much so that the
ont t drobes. Le prjudice charger des personnes de
companies and civil services
se chiffre en milliards de dollars, la scurit de linformation,
dependency is now massive,
sans compter limpact dimage. traduire une politique de scurit considers Philippe Bourdal,
en actions, puis mesurer sa
Linformation rime aujourdhui
head of product at AFNOR
ralisation, explique Philippe
Certification. To protect oneself
avec pouvoir et enjeux finanBourdal. Il vise aussi agir sur means reacting to numerous
ciers considrables. Depuis
vingt ans, les systmes dinfor- la scurit physique (accs aux threats, from bugs to hacking,
numeric identity theft or more
locaux, protection des postes
mation se sont multiplis, au
traditionally, sale of strategic
point que la dpendance des de travail et des serveurs)
information to the competition.
entreprises et de ladministration et sur la scurit logique
Every organisation needs security
(conception des logiciels,
est majeure , estime Philippe
and tools exist to provide it.
Bourdal, chef de produit

chez AFNOR Certification.
Se prmunir suppose de ragir
contre une multiplicit de
menaces, du bug au piratage
en passant par lusurpation
didentit numrique ou la
traditionnelle vente dinformations la concurrence. Le
besoin de scurit concerne
utilisation dinternet). La
famille des normes ISO 27000
comprend une quinzaine de
textes balayant vocabulaire,
bonnes pratiques, gestion
des risques ou exigences
sectorielles. Un arsenal doutils,
qui invite les organisations
considrer leurs systmes
dinformation au sens large.
p.12
ISO 27001 certification:

Take the offensive to
protect your information
dossier/ special
report/
Pensez la quantit de
donnes obtenue en regardant
au-dessus dune paule dans
un train ! LISO 27001 couvre
tous les supports dinformation, de lordinateur portable
la scurit incendie en
passant par les comportements individuels , souligne
Philippe Bourdal.
Une assurance
pour le client
La certification ISO 27001

permet de mieux grer le
risque de rupture dactivit
en cas de sinistre.
also allows companies to
manage the operational
breakdown risk in case of a
disaster.
Une accrditation
preuve dengagement
de la SSI garantit la prservation des informations stratDans ce contexte, la certificagiques comme des dernires
tion permet de consolider la
innovations. LISO 27001
confiance entre une entreprise permet en outre de mieux grer
et ses clients en dmontrant
le risque de rupture dactivit
les moyens mis en uvre au
en cas de sinistre catastrophe
service de la scurit des infor- naturelle, virus informatique ,
mations. Atos Origin, groupe
en poussant les entreprises
international dinfogrance
prvoir un site de secours,
certifi ISO 27001 depuis
relais du systme dfaillant ,
septembre 2010 le confirme :
note Philippe Bourdal.
nos clients nous confient la
gestion de leurs infrastructures La certification nest cependant
pas gage de risque zro, met
informatiques : nous nous
devons de leur offrir un niveau en garde Marcel Schipman,
de scurit maximum , insiste auditeur AFNOR. Les mesures
lies une dmarche ISO 27001
Paul Bayle, directeur de la
scurit. ses yeux, le rfren- rendent le niveau de risque
tiel a permis denrichir les
acceptable et grable, mais ne
processus danalyse de risques le suppriment pas. Instaurer
par le biais dune mthodologie une revue rgulire des points
rigoureuse, damliorer la
cls de vigilance multiplie
sensibilisation la scurit et
nanmoins les chances de
de tenir le systme jour plus
succs : la revue des actifs
rgulirement . Mme tmoi- et lanalyse des risques sont
gnage chez Michel Quinton
fondamentales. Pour tre
responsable de la triple certifi- efficaces, elles doivent tre
cation ISO 9001/20000-1/27001 exhaustives, hirarchises et
dOrange Business Services :
renouveles rgulirement.
la certification ISO 27001 nous La mutation continuelle des
permet de prouver la solidit
techniques, de technologies
de la SSI de nos centres situs et des rglementations impose
ltranger, qui traitent les
en effet une veille permanente.
donnes stratgiques de nos
Lauditeur insiste enfin sur la
clients .
sensibilisation des collaborateurs la scurit. La fraude
viter les ruptures
est dorigine interne 70 %.
dactivit
Communiquer sur les mesures
Dans une optique dintelligence de scurit et sur les succs
du systme de management de
conomique, la construction
dun systme de management la SSI est terme dissuasif.
Defining securitys scope

British standardisation was the
first to take on the subject with
the BS-7799 standard, published
in 1995. ISO then picked it up
and revised it to draw up the
ISO 27001 standard in 2005,
which proposes a management
system designed for information
security, recounts Jean-Pierre
Qumard, Research & Technology
Director at Cassidian (EADS)
and head of the standardisation
commission.This standard aims
at putting somebody in charge
of information security, at
translating a security policy into
actions, and then at measuring
their implementation, explains
Philippe Bourdal. It also acts on
physical security (access to the
premises, workstation and server
protection) and logical security
(software conception, use of
internet). The ISO 27000
standard family comprises
fifteen documents addressing
vocabulary, best practices,
risk management and sectorial
expectations. This whole battery
of practical tools encourages
organisations to consider their
information systems in the widest
sense possible. Just think about
the mass of information one
can learn just by glancing over
a shoulder in a train! ISO 27001
covers every information means,
from the laptop to fire safety
including individual behaviours,
insists Philippe Bourdal.
A guaranty for the client

In this context, certification
strengthens the trust between
a company and its clients by
AFNOR Certification est depuis le

mois de juin 2010 lun des deux seuls
organismes accrdit par le COFRAC*
pour son activit de certification selon
la norme ISO/IEC 27001. Cette
accrditation volontariste assoit
notre lgitimit et notre comptence
sur ce rfrentiel, et garantit
nos clients transparence et confidentialit , estime Philippe Bourdal.
Cette reconnaissance souligne galement les moyens mis en uvre autour
de la norme et de son audit de certification : conseil stratgique, comit
de surveillance et damlioration,
qualification des auditeurs Dj
leader sur le march de la certification
ISO 27001, AFNOR Certification
dmontre ainsi son engagement
derrire ce rfrentiel et la volont
de soutenir lessor de la scurit
de linformation, considre comme
un capital toujours plus stratgique.
* AFNOR certification est accrdite par le
COFRAC sur la certification de systmes de
management ISO 27001. La porte de cette
accrditation n 4-0001 est disponible sur
www.cofrac.fr
Proving commitment
through accreditation
Since June 2010, AFNOR Certification
is one of the two organizations whose
certification activities according
to the ISO 27001 standard have been
accredited by the COFRAC* (French
Accreditation Association). This
voluntary accreditation establishes
our legitimacy and our competency
on this framework. It guarantees
transparency and confidentiality to our
clients, considers Philippe Bourdal.
This acknowledgement also underlines
the means developed in order to support
the standard and its certification
audit: strategic consulting, supervisory
and improvement committee, auditors
qualification process Already
leader on the ISO 27001 certification
market, AFNOR Certification
demonstrates its commitment for
the development of this framework
but also its support of information
security, an evermore-strategic asset.
* Accreditation No. 4-0001.
Scope available at www.cofrac.fr
p.13
.14
juin/june 2011

passer loffensive pour protger ses informations
ISO 27001 certification: Take the offensive to protect your information
La SSI se dmocratise
la norme ISO 27001 pour faire

face au renforcement de notre
Bien plus quune prcaution
activit, prcise Thierry Faivre,
technique, le management de
son directeur adjoint. tre le
la scurit des systmes dinformation simpose aujourdhui seul centre informatique de
lUrssaf certifi 9001/14001/27001
comme un outil de pilotage
nous permet denvisager plus
stratgique. Pour le Cirtil,
sereinement les volutions de
lun des centres informatiques
notre secteur dans les 5 ou
qui hberge et exploite les
10 ans venir. De plus, lajout
systmes dinformation de
lUrssaf, la certification ISO 27001 de la certification ISO 27001
notre systme de management
sinscrit dans une vision
globale : nous avons intgr entrine notre haut niveau
tat des lieux de la certification ISO 27001

(tude ISO Survey - dcembre 2009)
ISO 27001 certification report

(ISO Survey - 2009/12)
3%
Fabrication dquipement
lectrique et lectronique /
Electrical & optical
equipment
Imprimerie,
reproduction
denregistrements
/ Printing
companies
2%
Recherche &
dveloppement,
architecture et
ingnierie
/ Engineering
services
3%
Activits financires,
immobilires et de location /
Financial intermediation,
real estate, rental
4%
Construction /
Construction
4%
Transports et
communications /
Transport, storage &
communication
14 %
Autres services /
Other services
66 %
Activits informatiques
/ Information technology
2%
Administration
publique
/ Public
administration
p.14
awareness and keep the system

up to date on a more regular
basis. The same goes for
Michel Quinton in charge of
Orange Business Services triple
ISO 9001/20000-1/27001
certification: the ISO 27001
certification enables us to prove
the strength of the overseas
centres that treat our clients
strategic data.
Avoiding operational
breakdowns
From an economic intelligence

perspective, building an
information security management
system guarantees the protection
of strategic information as well
as latest innovations. ISO 27001
also allows companies to manage
the operational breakdown risk
in case of a disaster catastrophe,
virus by prompting them to
plan for a backup site, serving
as a relay for the failing system,
notes Philippe Bourdal.
However, certification doesnt
mean zero risk warns Marcel
Schipman, an AFNOR auditor.
Security precautions implemented
in the scope of an ISO 27001
approach make the risk level
acceptable and manageable,
but they dont suppress it.
Scheduling regular reviews of key
aspects nevertheless increases
success rates. The assets review
and risk analysis are basics. In
order to be efficient, they must
be thorough, prioritized and
periodically renewed. Indeed,
demonstrating the means
the unceasing mutation of
implemented to ensure
technologies and regulations
information security. Atos Origin, require a constant watch. The
an international IT management auditor also emphasizes the
importance of security awareness
group, has been certificated
campaigns inside companies.
ISO 27001 since September
70% of all fraud comes from
2010 and confirms: our clients
trust us with the management of inside. Informing staff about
security measures and about the
their information technology
information security management
infrastructures: it is our duty to
systems successes proves
provide them with the highest
dissuasive.
level of security, states Paul
Bayle, head of Security. In his
Information security
opinion, the framework helped
becomes accessible
enhance the risk analysis
process through a meticulous
Far more than a technical
methodology, improve security
precaution, information security
>
> Forte expansion dans le monde, surtout en Asie et en Europe /

Strong growth in the world, especially Asia and Europe
> Prs de 13 000 certificats / Nearly 13,000 certificates
> Forte reprsentation des activits de services /
Strong performance of service activities
> Dveloppement en cours dans les secteurs industriels /
Ongoing development in industrial sectors
2%
de professionnalisme.
Cette certification reprsente
un avantage comptitif croissant,
ajoute Jean-Pierre Qumard.
De plus en plus dappels
doffres exigent de dmontrer
son niveau de scurit et
lISO 27001 pourrait progressivement devenir une condition
dentre sur certains marchs.
En six ans, cette norme est
devenue une vraie rfrence .
Selon le dernier ISO Survey,
prs de 13 000 certificats
ISO/CEI 27001 ont t dlivrs
en 2009. Soit 40 % de plus
que lanne prcdente. Parmi
eux, trois hpitaux tawanais
certifis par AFNOR Certification
en octobre 2010, ont par ce
biais dmontr leur engagement
pour protger les dossiers
mdicaux informatiss et
rassurer leurs patients sur la
confidentialit de leurs donnes
personnelles. Et si la France
ne compte aujourdhui quune
vingtaine de certifis, il existe
depuis 2010 un vrai frmissement, observe Philippe Bourdal.
Le management de la SSI
sort du primtre des directeurs de la scurit et entre
dans le radar stratgique des
dirigeants.
>
dossier/ special
report/
Paroles
dexpert
CNIL
La scurit, tous concerns
management is becoming a
strategic instrument. The Cirtil is
one of the centres which hosts
and operates information systems
for the French administration in
charge of collecting professional
social security contributions
(Urssaf). For them, an ISO 27001
certification contributes to a
global vision: we integrated the
ISO 27001 standard in order to
cope with the increase of our
activities, explains Thierry Faivre,
deputy director. Being the sole
computer centre of the Urssaf
to have an ISO 9001/ISO 14001/
ISO 27001 certification helps us
consider our sectors evolutions
in the ten years to come with
more equanimity. Furthermore,
the adjunction of the ISO 27001
standard to our management
system confirms our high level
of professionalism.
Without a doubt, this
certification represents a
growing competitive advantage,
adds Jean-Pierre Qumard.
An increasing number of tenders
contain demands regarding
security level. ISO 27001 could
very well become progressively
a condition to penetrate certain
markets. In a little over six years,
this standard has become
a reference. According to the
last ISO Survey, around 13,000
certificates were delivered in
2009. A 40% increase compared
to the previous year. Amongst
them, AFNOR Certification
certificated three Taiwan Hospitals
in October 2010, thus proving
their commitment to protect
computerized medical files and
reassuring their patients on
their personal informations
confidentiality. And even though
France only counts 20 certificated
companies, one can feel a real
change since 2010, observes
Philippe Bourdal. Information
security management leaves
the sole perimeter of security
managers to enter the strategic
radar of company leaders.
Depuis 30 ans, les membres de la Commission

nationale de linformatique et des liberts (CNIL)
scrutent les pratiques des entreprises, et
aujourdhui les rseaux sociaux, les moteurs
de recherche, etc. pour protger les liberts
individuelles. Matthieu Grall compte parmi ces
experts. Il est aussi vice-prsident du groupe de
coordination de la scurit des systmes dinformation du groupe AFNOR et diteur de la
norme 27001. Il livre son point de vue.
Security, Everyone is Affected

For the last 30 years, members of the French
Information and Liberty Commission (CNIL) have
been scrutinizing company practices, social
networks, search engines, etc. in order to protect
individual liberties. Matthieu Grall is one of these
experts. He is also vice-president of the AFNOR
Group information security systems coordination
group and publisher of the ISO 27001 standard.
He shares his thoughts.
Quelles formes peuvent prendre les atteintes

la scurit des systmes dinformation (SSI) ?
Matthieu Grall (MG) : Daprs les centres dalerte et
de raction aux attaques informatiques (CERT), les
principales attaques concernent les infections virales,
lenvoi de spams, la compromission de serveurs web,
lajout de codes malveillants sur les pages de sites web,
les tentatives de phishing (usurpation didentit)
Du ct des entreprises, les incidents sont plutt des
erreurs dutilisation, la perte de services essentiels,
des pannes dorigine interne, le vol ou la disparition
de matriel. Pour les particuliers, lescroquerie la
carte bancaire, les virus et logiciels espions restent
proccupants. Les internautes sont dailleurs de plus
en plus sensibles la protection de la vie prive et
leurs exigences de scurit se sont accrues.
How do breaches of information security

systems manifest themselves?
Matthieu Grall (MG): According to the Computer
Emergency Response Teams (CERT), the main attacks
nowadays consist of viral infections, spamming,
compromising servers, adding malevolent codes on
web sites, phishing attempts On the business side,
incidents are often related to misuse, loss of essential
services, theft or equipment disappearance. As for
private individuals, credit card fraud, virus and
spywares remain worrying. For that matter, Internet
users are increasingly sensitive to private life
protection issues and their expectations in terms of
security have risen.
Renforcer la scurit des systmes dinformation

reste encore un objectif essentiel ?
MG : Oui. Elle vise viter les consquences des
menaces sur les organisations, qui peuvent se traduire
par des pertes financires ou davantages concurrentiels, ou des impacts ngatifs dimage. Mais aussi
protger linformation, par nature volatile et reproductible, pour laquelle les organisations ont des besoins
en termes de disponibilit, dintgrit et de confidentialit. Une dmarche de SSI permet de se prmunir
contre diffrentes sources de risques manant des
collaborateurs, visiteurs, prestataires, concurrents,
pirates informatiques, virus, sinistres physiques
Elle contribue enfin rduire les vulnrabilits des
supports de linformation. Dans le domaine de la
protection de la vie prive, la SSI est galement fondamentale. Ds quune donne caractre personnel est
cre, tout responsable de traitement a entre ses mains
un instrument susceptible de nuire, ce qui peut aller
du dsagrment (refaire des dmarches administratives) au drame (suicide du fait dune rputation
anantie). Chacun est donc concern. Ltendue des
vulnrabilits impose de grer les risques, seul moyen
ne pas se disperser devant la multitude des enjeux.
Strengthening information systems security

thus remains a primary goal?
MG: Yes it does. It aims at avoiding the consequences
of various threats on businesses. Those can manifest
themselves through financial or competitive advantage
loss, or through negative image impact. Security
protects the information, volatile and repeatable by
nature, and for which organisations need availability,
integrity and confidentiality. An information security
management approach aims to protect oneself
against various sources of risk, coming from
employees, visitors, providers, competitors, hackers,
virus, and catastrophes It contributes to reduce
the vulnerabilities of the information supports. In the
area of private life protection, information security is
also of the essence. As soon as a personal data is
generated, anyone processing it detains a potentially
harmful tool, rating from inconvenience (if one has to
redo administrative formalities) to tragedy (committing
suicide following the destruction of ones reputation).
Each and everyone can be affected. The scope of
vulnerabilities calls for risk management, which is the
only way to avoid dispersion faced with the mass of
issues to address.
O en sont les entreprises franaises

en matire de SSI ?
MG : Elles possdent souvent un socle de fondamentaux ou ont formalis une politique de SSI. Mais cette
politique est souvent mise en uvre de manire
insuffisante. Une nouvelle tape doit tre franchie :
lcriture des rgles ne suffit plus, il faut les appliquer
et prouver sa dmarche. En cela, la certification
ISO 27001 se rvle un outil prcieux.
Where do French companies stand in terms

of information security?
MG: Most of them have the basics under control and
even have a written information security policy. However,
this policy is very often insufficiently implemented.
They need to take a new step: writing rules is no longer
enough; businesses must apply them and demonstrate
their approach. In this aspect, the ISO 27001 proves to
be a precious ally.
p.15
.14
juin/june 2011

passer loffensive pour protger ses informations
ISO 27001 certification: Take the offensive to protect your information
Ple Emploi assure sa scurit

Chaque jour, Ple Emploi traite des milliers de donnes
confidentielles. Pour garantir leur fiabilit, la Direction
gnrale adjointe des systmes dinformation (DGASI)
vient dobtenir la certification ISO 27001. Retour
dexprience avec Lionel Duplaix, responsable qualit
et matrise des activits.
quels enjeux la DGASI de Ple Emploi doit-elle rpondre ?

Lionel Duplaix (LD) : Notre politique de scurit des systmes
dinformation vise six objectifs. Assurer la continuit des
services ; garantir la protection du matriel informatique et
celle du patrimoine immatriel (applications, donnes de Ple
Emploi). Mais aussi conserver la confiance des usagers,
notamment en dfendant la confidentialit des informations
que nous traitons. Le cinquime enjeu consiste dvelopper
des canaux de communication protgs des intrusions et des
pollutions. Enfin, nous nous devons de respecter les rglementations en vigueur et de suivre leurs volutions.
Quest-ce qui a motiv une certification ISO 27001 ?
LD : La DGASI est certifie ISO 9001 depuis 2005, et la dmarche
a t gnralise lensemble des services Ple Emploi lan
dernier. Pour aller plus loin, la DGASI a dcid dajouter des
normes cibles sur les curs de mtiers de linformatique,
ce qui a conduit une certification combine ISO 27001/
ISO 20000-1. Ceci dans lobjectif de construire un systme de
management aussi intgr que possible. Nous voulions aussi
faire reconnatre par un organisme indpendant le savoir-faire
et le professionnalisme de nos quipes.
Comment voyez-vous les retombes de cette dmarche ?
LD : La prparation de la certification a permis de complter les
systmes en place et de confronter formellement nos processus
aux exigences de la norme. Par exemple, avant la certification,
nous navions pas de dclaration dapplicabilit formalise
(liste de lensemble des contrles de scurit, NDLR). Elle a
depuis t instaure. La dmarche recle deux bnfices
majeurs. Dans un premier temps, laudit fournit une mesure
claire et impartiale du niveau de scurit atteint et souligne
les points damlioration envisager. Ensuite, au quotidien, la
scurit du systme dinformation se voit intgre dans la mise
en uvre des processus mtiers. La DGASI a ainsi instaur une
mthodologie pour incorporer la scurit dans la conduite de
projets. Elle oblige ainsi tout chef de projet se poser la bonne
question chaque tape et y rpondre de manire formalise.
Nous avons donc aujourdhui un historique de la prise en
compte de la scurit sur nimporte quel projet conduit par nos
services.
p.16
Dfendre la confidentialit des

informations, un enjeu pour Ple Emploi.
Information systems have to be up
to scratch.
Ple emploi Strengthens its Information

Security Management System
Clients expectations regarding data security and
confidentiality keep rising. Ple emploi (the French
equivalent of the Job Center) is no exception to the rule.
Given this context, the deputy branch for information
system (DGASI) led a successful ISO 27001 approach.
Lionel Duplaix, head of quality and activity control shares
his field experience.
Which strategic issues is Ple emplois DGASI
confronted with?
Lionel Duplaix (LD): First and foremost we need to address an
issue, which is directly linked with our core service. Ple emploi
uses computers daily to ensure its missions (registration,
compensation, job offers, statistics). Therefore information
systems have to be up to scratch in order to guarantee the
continuity of the services delivered to our users. Besides, the
ever-growing development of communication channels such as
the Internet and telephony requires their protection, considering
the risks these technologies are exposed to. Furthermore, we
have to observe the legal obligations relating to information
systems (CNIL, HADOPI, property rights). But ultimately, the
major issue is to preserve the trust our clients have in Ple
emploi.
What drove you to move towards an ISO 27001 certification?
LD: This initiative constitutes an extension of previous actions.
For several years now we have built an information systems
security approach, based on a risk analysis and driven by
general management. In addition, DGASI was certified according
to ISO 9001, and at the time our management system already
included some of the ISO 20000-1 and ISO 27001 expectations.
Consequently, we decided to launch a combined ISO 20000-1/
ISO 27001 certification. Finally, the governmental expectations
towards civil services and administrations, such as conformity
with the French General Security Framework which aligns
with the ISO 27001 approach , consolidated our decision.
What are the benefits of the approach?
LD: This process constitutes a true stepping-stone for
information security. It consolidates the whole DGASI staffs
awareness on information system security issues. Moreover
the certification audit provided us with a clear and unbiased
assessment of our security management level, based on basic
notions and solid practices. Last but not least, obtaining an
ISO 27001 certification also acknowledges our teams knowhow and professionalism.
en pratique/ in practice/
Certification ISO 9001

AFNOR Certification
met lISO 9001 la porte
des TPE
>>>>>>> Partant du principe que la certification peut

tre une dcision difficile prendre et mettre en uvre
au sein dune petite entreprise, AFNOR Certification a
dvelopp une mthodologie adapte. Preuve lappui en
cinq points cls !
AFNOR Certification brings ISO 9001

within reach of small business
AFNOR Certification a entrepris de simplifier
les dmarches de certification ISO 9001 pour
les entreprises de moins de 20 personnes.
Notre objectif est de leur faciliter laccs
la certification, tout en conservant la mme
rigueur, car le certificat doit conserver la mme
valeur pour toutes les entreprises , explique
Franois Duperriez, auditeur chez AFNOR
Certification. Si les exigences demeurent
celles du rfrentiel ISO 9001, la faon mme
de raliser laudit sadapte la cible.
Mise au point pour les entreprises de moins
de vingt salaris dont le capital nest pas
dtenu par un groupe, la certification ISO 9001
TPE combine donc simplicit et ractivit.
Cinq points cl rsument la nouvelle approche :
Point n1 : Aller lessentiel, et privilgier

le fond sur la forme
Lauditeur sattache essentiellement vrifier
que les processus mis en uvre permettent
de bien matriser les risques et datteindre
les objectifs du rfrentiel. Lors des audits,
nous recherchons la conformit sur le fond.
En revanche, nous sommes plus ouverts
sur la forme, notamment sur le dploiement
de solutions simples ou innovantes permettant
datteindre les objectifs qualit. Par exemple,
en conception, regroupement des revues,
Working from the principle that small

businesses often struggle to take the plunge
and launch into a certification process,
AFNOR Certification has developed a
custom-tailored methodology. We bring
you the evidence, in 5 key points!
AFNOR Certification is streamlining the
ISO 9001 certification process for businesses
that count less than 20 staff. AFNOR Certification
auditor Franois Duperriez explains that
our goal is to make certification more accessible
for small businesses without losing the stringent
performance requirements that make our certificate equally valuable to all other businesses.
So there is no change in core requirements,
which are the same as in the ISO 9001 master
guidelines, but the audit process itself has been
re-tailored to the target audience.
Developed for businesses with fewer than
twenty employees and which are not majorityowned by a big business group, ISO 9001 for
small businesses certification blends simplicity
and responsiveness. This new approach is
keynoted into 5 key points:
p.17
.14
juin/june 2011
AFNOR Certification
met lISO 9001 la porte des TPE
AFNOR Certification brings ISO 9001 within reach of small business
vrifications et validations sont sous la responsabilit du dirigeant ou du responsable

technique , commente Franois Duperriez.
Focus
Lorsquelles voquent les
dmarches de certification,
les TPE mettent en avant
diffrents freins, parmi
lesquels une dmarche
longue mettre en uvre,
des difficults de comprhension de la norme
ISO 9001 et le cot de la
certification. Par ailleurs,
les TPE voquent galement
des difficults sortir du
quotidien, sextraire de
lurgence des commandes,
ainsi quune prescription
limite des donneurs dordre,
et lexistence dautres
dmarches sectorielles
de qualification ou de
valorisation. Pas moins
de 2 500 TPE ont toutefois
dj dcroch une certification ISO 9001.
Pour sadapter aux attentes des TPE et

diminuer les cots, le processus daudit est
plus court que dans le cadre dun audit
classique. La principale caractristique des
TPE est la ractivit, donc nous avons nous
aussi adapt nos mthodes, souligne Franois
Duperriez. Les audits se droulent sans visites
pralables. Par ailleurs, en fin de visite daudit,
lauditeur prsente les ventuelles non conformits et il rdige son rapport dans la foule.
Une runion clture la visite daudit. Elle
permet lauditeur de remettre son rapport
et au chef dentreprise de lui prsenter les
actions quil entend mettre en place pour lever
les ventuelles non conformits .
Point n3 : Partager une culture

et un langage communs
Au-del de la mthode, il sagit surtout de
dvelopper un tat desprit et des modalits
dinterventions capables de rpondre aux
attentes des dirigeants de TPE.
Focus
Small businesses discussing
certification tend to focus
on various disincentives,
including the amount
of time it takes, trouble
understanding standard
ISO 9001, and the
money cost of obtaining
certification. From
another perspective, small
businesses also claim
they struggle to escape
day-to-day imperatives
and break free from the
routine stress of meeting
order deadlines, with
only limited referrals and
recommendations from
contract sponsors,
and other sector-specific
qualificational or valuecreating initiatives. That
said, no less than 2,500
small businesses have
already managed to secure
ISO 9001 certification.
Point n2 : Privilgier la ractivit
Point n4 : Des outils spcifiques

mis disposition
and go for content over form

The auditors job is essentially to check that
the processes deployed can effectively bring
the risks under control and meet the objectives
of the master guidelines. Franois Duperriez
provides this insight: when we audit, we are
looking for conformity of the core content.
However, that does leave us more flexible on
the form front, especially for deploying simple or
innovative solutions to meet quality management
objectives. For example, at the design stage,
compiling the system reviews and running
verifications and validations are all duties tasked
to the head executive or technical manager.
Point 2: Opt for responsiveness

In a move reduce costs and adapt to the needs
and expectations of small businesses, the audit
process is shorter than for a classic ISO 9001
audit. Franois Duperriez underlines that since
the defining feature of small businesses is
responsiveness, we have adapted our methods
accordingly. Audits are run directly on the spot,
without pre-audit visits. Also note that the auditor
outlines any identified nonconformities at the
close of the audit visit, and drafts the audit report
straight afterwards. The audit closes with a
wrap-up meeting, where the auditor hands their
audit report to the company manager, who then
outlines the corrective action they intend to
implement to resolve any nonconformities found.
AFNOR Certification a mis au point des outils

ddis aux TPE, notamment des fiches
dintervention pour les guider dans leur action.
AFNOR Certification a spcifiquement form
235 auditeurs ces outils.
Point 3: Share a common language and a common
Point n5 : Combattre les ides reues
Point 4: Delivering specific toolsets
Dans les petites entreprises, la qualit sappuie

souvent sur moins de papier et sur des
systmes trs ractifs, mais cela nempche
pas une grande rigueur. Les TPE sont des
organisations o saffirme une grande cohrence entre les systmes qualit et la prise en
compte des enjeux conomiques, sociaux
et environnementaux.
Contrairement ce que beaucoup pensent,
la certification apporte une vritable valeur
ajoute ces entreprises qui sappuient sur
leur systme qualit pour progresser. Et leur
ractivit leur permet daller trs vite pour
mettre en uvre lamlioration continue. Cest
pourquoi nous nous devons dtre innovants
pour les accompagner efficacement dans leur
dmarche qualit , conclut Franois Duperriez.
p.18
Point 1: Focus on the basics,
culture
Moving forward from methodology issues, the main
aim is to develop a mindset and interventional
framework capable of meeting small business
manager expectations.
AFNOR Certification has developed toolsets
designed specifically for small businesses,
including action checklists for guiding them through
the action work. AFNOR Certification has trained
235 auditors specifically in using these tools.
Point 5: Challenging preconceptions

At small businesses, quality delivery is often less
reliant on paperwork and more reliant on highlyresponsive systems, but that doesnt make them
any less stringent on meeting standards. Small
businesses are quintessentially organizations
where quality systems are tightly connected to
economic, social and environmental challenges.
We need to innovate new solutions to efficiently
coach small businesses through the quality
management approach.
veille sur les rfrentiels/ tracking

developments
in benchmark
standards
Le rfrentiel qualit des centres de

ressources biologiques largit son scope
Depuis 2008, les centres de
ressources biologiques (CRB)
qui grent des collections
dchantillons humains ou microbiens destins la recherche,
pouvaient faire certifier la qualit
de leur management selon la
norme NF S96-900. Grce une
rvision, ce rfrentiel sera tendu
dici fin 2011 aux centres conservant des tissus et cellules animaux
et vgtaux. Cette volution,
prvue ds la gense de la norme,
est accueillie avec enthousiasme
par le rseau des CRB. Elle
entrine le professionnalisme de
centres tels que le CIRAD ou lINRA,
spcialiss dans la recherche
agronomique, en garantissant la
qualit du recueil, de la prparation et de la conservation de leurs
chantillons. Si le rfrentiel
NF S96-900 conserve sa structure,
lextension de son champ

dapplication saccompagne
de dfinitions complmentaires
et de lajout de botes outils ,
qui permettent de dcrypter les
attentes normatives. Deux audits
pilotes devraient tre mens au
mois de juillet avant une publication
officielle au dernier trimestre 2011.
22 CRB sont aujourdhui certifis.
The quality benchmark

standard governing
biological resource centres
broadens scope
Since 2008, biological resource
centres (BRCs) managing human
and bacterial reference collections
for the research community have
been able to certify the quality
of their management system to
standard NF S96-900. A revised
Rvisions en cascade
pour lEcolabel europen
Actualit charge pour le label
environnemental qui couvre
lensemble du cycle de vie des
produits, de leur conception
au recyclage. Les rfrentiels qui
encadrent les dtergents pour
lave-vaisselle et les lessives ont
ainsi t rviss le 28 avril.
De nouvelles versions sortiront
fin juin pour les liquides vaisselles,
les nettoyants universels, les
nettoyants sanitaires, les lubrifiants,
le papier copier/papier graphique.
Les rvisions concernant les
ordinateurs personnels et portables
et les ampoules lectriques
paratront quant elles avant le
30 aot. Toutes ces volutions
visent renforcer le niveau dexi-
gence global du label : les papiers

devront ainsi intgrer plus de fibres
recycles, ou les liquides vaisselles
rduire encore leurs emballages.
De nouveaux colabels devraient
enfin voir le jour courant 2012
pour le papier imprim, le papier
journal, les robinets ou encore les
produits destins aux lave-linge
industriels.
Cascading revisions for

the European Ecolabel
Busy times for the
environmental label seal that
spans the full product lifecycle
from design through to ultimate.
version scheduled for publication

before end-2011 will extend the
scope of this benchmark standard
to centres handling plant and animal
cells and tissues. This upgrade,
which was planned in from the
outset, is much anticipated by
the BRCs network, as it ratifies
the professionalism of agronomics
research organizations like the CIRAD
and the INRA by credentialing the
quality of their sample collection,
preparation and preservation
processes. Although benchmark
standard NF S96-900 keeps
its original structure, the scope
extension ushers in additional
definitions together with a
toolbox for deciphering normative
requirements. Two pilot audits
are scheduled for July, with official
publication pencilled in for 4Q2011.
A total of 22 BRCs currently boast
certification.
The benchmark references

governing dishwasher detergents
and washing powders were
revised for 28 April, while in
late-June new versions will be
published for washing-up liquids,
all-purpose cleaners, cleaners
for sanitary facilities, lubricants,
and copying and graphic paper.
Revisions covering desktopslaptops and light bulbs are due
to be released before 30 August.
All these developments are
designed to toughen up the
Ecolabel requirements: papers
will need to incorporate a higher
percentage of recycled pulp,
while dishwashing determents
will need to cut down on packaging.
A new battery of Ecolabels is
pencilled in for 2012 for printed
paper, newspaper, taps, and
detergents for professional-grade
washing machines.
p.19
.14
veille sur les rfrentiels/ tracking

developments
in benchmark
standards
juin/june 2011
Agroalimentaire :
les rfrentiels
BRC voluent
Les rfrentiels privs de la grande
distribution, BRC Food et BRC
Emballages (ou IoP, Institute of
Packaging) qui dfinissent
des exigences sanitaires pour
les industriels de lagroalimentaire sont en cours de rvision.
Lun de leurs objectifs est la
simplification. Le BRC Food, dont
la version 6 est programme
pour le 1er janvier 2012, voit
par exemple le nombre de ses
exigences baisser de 25%, en
rponse la demande de voir
les audits sattacher moins
la conformit documentaire et
plus aux pratiques sur le terrain.
Pour le BRC Emballages version
4 applicable au 1er aot prochain,
la grande nouveaut est lintroduction de dix exigences fondamentales maturit et relve
la barre pour les entreprises.
Cette volution sinscrit dans
un contexte trs dynamique :
le nombre de sites certifis BRC
en France a bondi de 20%
25% entre 2010 et 2011.
Food industry:
developments
in the British
Retail Consortium
benchmark standards
The private-sector benchmark
standards for supermarket
retailers BRC Food and BRC/IoP
Packaging which define foodindustry hygiene standards
are undergoing revision. One of
the key changes being made to
both these standards is a move to
simplify the standard. The number
of requirements in BRC Food
(version 6 / 1st January 2012) will
be cut 25%, in response to demand
for less focus on document
records conformity and greater
focus on ground-level factory
practices. The stand-out new
feature of BRC Packaging
(v. 4 - 1st August 2011) is the
introduction of ten fundamental
system maturity-graded
requirements, which is set to
raise the bar and take
businesses further forward.
These developments could not
have been timed better: the
number of French sites certified
to BRC standard jumped 20% to
25% between 2010 and 2011.
La norme ISO 50001 relative

au management de lnergie arrive
Le texte normatif est paru le
15 juin. Son objectif reste celui de
la norme europenne EN 16001
parue en 2009 : aider les entreprises rduire leur facture en
grant mieux leur efficacit nergtique confort et performance
gale. Lensemble des experts
saccordent sur le sujet : le cot
de lensemble des nergies va
continuer augmenter. La seule
manire pour les entreprises de
limiter lexplosion de leurs cots
est donc damliorer leur gestion
de lnergie , rappelle Batrice
Poirier, chef de produit environnement et nergie chez AFNOR
Certification. Cinq organisations
ont dj fait ce choix en faisant
certifier leur dmarche EN 16001
par AFNOR Certification. Elles seront
accompagnes vers lISO 50001

via un plan de transition spcifique
qui leur permettra dintgrer les
exigences supplmentaires de la
norme internationale. Le passage
lISO 50001 se fera ensuite
progressivement au fil des audits.
ISO 50001 on energy

management is on its way
The normative text was
published on 15 June. It shares
the same purpose as European
standard EN 16001 published in
2009, which is to held businesses
consume less energy through better
energy efficiency management
without losing out on comfort or
performance levels. The experts
all agree: energy costs are set to
Logement social :
Qualibail tend son champ daction
La version 2 de la certification
de service de gestion locative
sociale est sortie en juin 2011.
Elle largit le contenu du rfrentiel Qualibail, labor en 2001
par trois bailleurs de Normandie.
La rvision ajoute de nouvelles
thmatiques (propret du logement,
matrise des charges, troubles de
voisinage) et structure le rfrentiel
en trois parties. Des engagements
chronologiques et exhaustifs sont
introduits, depuis la demande de
logement du locataire jusqu son
dpart. Et laspect organisationnel
se voit renforc pour amliorer
lappropriation et le pilotage de la
dmarche. De quoi consolider la
lgitimit du rfrentiel Qualibail,
devenu une rfrence nationale,
port aujourdhui par lassociation
de bailleurs sociaux Delphis et les
3 bailleurs Logiseine, Logeal

Immobilire et Sodineuf Habitat
Normand. Pour faciliter la transition
aux 25 organismes certifis, les
audits se poursuivront sur les deux
versions jusquen dcembre 2011.
Public housing: Qualibail

extends its scope of action
June 2011 sees release of version 2
of the public housing services
management services certification
scheme extending the core content
of the Qualibail benchmark standard
originally drafted by three Normandybased social housing promoters
back in 2001. This revision adds new
focus areas (cleanliness of housing
offered, handling occupancy
expenses, tensions with neighbours)
and re-structures the standard
p.20
continue their upward curve.

The only way businesses can keep
their energy costs under control
is by improving their energy
management systems says
AFNOR Certifications environment
and energy-sector product
manager Batrice Poirier. Five
organizations have already taken
a headstart by having AFNOR
Certification certify their EN 16001
approach. All five will be coached
through to ISO 50001 via a specific
transition schedule enabling them
to integrate new requirements
that the international standard has
added, after which they will switch
progressively, audit-by-audit, to
ISO 50001.
around a three-section backbone.

A comprehensive set of chronologically-ordered commitments has
been introduced, running from the
initial housing application through
to tenant departure. Emphasis has
also been placed on galvanizing
organizational aspects to improve
how applicants adopt and lead the
approach. This revision effort further
consolidates the legitimacy of
Qualibail standard in its new status
as French national benchmark.
Qualibail is currently run by the
Delphis housing association network
and the 3 social housing providers
Logiseine, Logeal Immobilire
and Sodineuf Habitat Normand.
To facilitate upgrade transitioning for
the 25 organizations now certified,
audits to both versions (pre- and
post- revision) will be continuing until
December 2011.
duo/ duo/
Orange
Orange pionnier
de la RSE au Mali
>>>>>>>> Prsente au Mali depuis 2003,
Orange, premire entreprise du pays certifie QSE,
place la responsabilit socitale dentreprise au
cur de son action.
Coumba SANGAR
Directrice
communication et
relations extrieures
Orange Mali /
PR and communication
director for Orange Mali.
Frdric PARIS
Auditeur / auditor
AFNOR Certification
Au Mali, Orange est le

deuxime employeur aprs la
Socit nationale dlectricit.
Cest aussi le plus gros contributeur priv au budget de
ltat et lentreprise qui permet
de communiquer dans les
contres dsertiques les plus
recules. Autant dactions
qui font de loprateur
tlphonique un acteur en vue.
Consciente de son poids
dans lenvironnement socioconomique du pays,
Orange a souhait adopter
une dmarche dentreprise
citoyenne en tant le pionnier
dune politique de responsabilit socitale dentreprise ,
retrace Coumba Sangar,
directrice de la communication
et des relations extrieures
dOrange Mali. Ds 2005,
loprateur tlphonique
a donc pos les jalons de sa
fondation dentreprise, et
en 2006, il sest engag dans
une dmarche QSE. Ces
dcisions ont t prises
en local , souligne Coumba
Sangar. Concentre sur
un mcnat visant la Sant,
lducation et la Culture,
la Fondation Orange Mali

bnficie chaque anne de
prs de 800 000 euros.
Nous avons notamment pu
offrir un scanner de dernire
gnration au plus grand
centre hospitalier de Bamako,
et plus de 140 salles de
classe ont t construites
pour accrotre les capacits
daccueil au niveau de la
scolarit de base , voque la
directrice de la communication.
ISO 9001
ISO 14001
OHSAS 18001
Orange pioneering
CSR in Mali
Orange has been operating in

Mali since 2003, and was the
first company in the country
to secure QSE certification.
At Orange Mali, corporate
social responsibility is integral
to business.
Orange is the second biggest
employer in Mali behind the
national energy and utilities
company. Orange is also the
leading private-sector contributor
to State budget, and provides
Un capital sympathie
communications lines connecting
pour Orange
people in the most remote desert
corners of the country. Needless
Dans ce prolongement,
to say, the telecom operator
Orange Mali a trs vite mis
en uvre une dmarche QSE. is a high-profile company.
Coumba Sangar, PR and
Place sous le signe de la
external communication director
participation de tous, la certifor Orange Mali, explains that
fication a t dploye autour
Orange was well aware it had a
dactions simples. Nous avons lead role to play in the countrys
notamment fait campagne pour socio-economic spheres, and
elected to adopt a pro-societal
des gestes verts permettant
de prserver leau et lnergie.

Nous avons galement
aliment nos antennes relais
par des panneaux solaires.
Cette dmarche nous a aussi
permis de crer un comit
hygine, sant et scurit
p.21
.14
Orange
juin/june 2011
Orange pionnier
de la RSE au Mali
Orange pioneering CSR in Mali
pour animer la prvention au

sein de la socit. Elle a t
loccasion de mettre en place
une mdecine dentreprise,
et a permis de dfinir un code
dthique , prcise encore la
directrice de la communication.
Une dmarche qualifie
d exemplaire par Frdric
Paris qui la audite. Orange
est la premire entreprise
triplement certifie au Mali.
Cette performance est dautant
plus importante souligner
que loprateur a su construire
un systme intgr en conformit avec les exigences de
la rglementation franaise.
Lentreprise a galement investi
massivement dans la formation
de ses quipes. Les processus
sont bien dploys et lengagement de la direction est trs
fort, ce qui donne un systme
performant. Sans compter
laction de la Fondation qui
rend cette dmarche QSE
exemplaire , rsume lauditeur.
Repre
Installe au Mali depuis
2003, Orange compte
actuellement environ
5 millions dabonns
(sur une population totale
estime 14 millions
dhabitants) aux services
de tlphonie, fixe, mobile
et Internet. Premier
oprateur tlphonique
du pays, Orange dtient
environ 70 % de parts
de march. La filiale de
France Telecom emploie
prs de 500 collaborateurs
au Mali.
La dmarche a gnr un norme

capital sympathie envers la marque.
The approach has generated
a huge amount of goodwill capital
for Orange as a brand.
Dsormais, de nouveaux dfis

souvrent pour loprateur :
faire vivre cette nouvelle organisation tout en amliorant
son systme en interne, et
en externe accompagner la
dynamique que suscite la certification. Dautres entreprises
nous suivent et pas seulement
des entreprises trangres
implantes au Mali , souligne
Coumba Sangar. Lvaluation
des apports de la certification
est galement trs positive.
La dmarche RSE a t un
important levier de diffrenciation sur le march des tlcoms.
Elle a gnr un norme capital
sympathie envers la marque
et elle a donc cr de la valeur.
Pour les salaris, elle suscite
de la fiert envers la marque.
Enfin, elle est source de matrise
des risques et des process au
sein de lentreprise .
ID card
Orange has been operating in Mali
since 2003. In a country that counts
an estimated 14 million inhabitant,
Orange currently boasts close-on 5 million
landline, mobile and internet services
contracts. Orange an affiliate of France
Tlcom is the leading telecom operator
in the country, with around 70% market
share, and employs around 500 staff
in Mali.
approach by pioneering
corporate social responsibility.
Back in 2005, the telecom
operator set the milestones for
the firms business future by
engaging in a QSE approach.
Coumba Sangar stresses
that these strategic decisions
were taken locally. Every year,
the corporate patronage
scheme Fondation Orange
Mali injects around 800,000
into programmes targeting
healthcare, education and
culture. As highlighted by PR
director Coumba Sangar,
we have been able to buy
a state-of-the-art scanner for
the biggest hospital centre
in Bamako and build over
140 classrooms to increase
state school intake capacity.
The telephone services

operator now faces a new set
of challenges: on the internal
front, to keep the momentum
Orange gets goodwill capital
going while making system
improvements to this new
Capitalizing on this impetus,
Orange Mali swiftly implemented organization, and on the external
front, to build on the impetus
a QSE approach built around
simple action-initiatives deployed sparked by the certification drive.
Coumba Sangar underlines that
through a company-wide
other companies are following
participatory framework. The
external communication director in our example and not just
foreign businesses on Malian
adds that we campaigned for
green initiatives for saving water soil. Evaluations of the assets
created by the certification
and energy, and all our base
programme are equally as
stations are now powered with
solar panels. The approach also positive. The CSR approach
has provided real leverage for
provided the platform needed
to create a corporate OHS
differentiation in the telecoms
committee to lead prevention
marketplace. It has generated a
measures. The committee was
huge amount of goodwill capital
thus able to introduce company for Orange as a brand, and
medical services, and to define
thus created added value. Our
a code of business ethics.
staff, too, have gained pride
in the brand. Last but not least,
Frdric Paris, who audited
the approach has offered the
the approach, described it
a shining example, adding that platform for risk management
and process control throughout
Orange is the first company
in Mali to gain triple certification. the business.
p.22
Showcasing this performance

is doubly warranted, since
the company has proved able to
build an integrated system
that meets the requirements of
French legislation. Orange Mali
has also massively invested
in team training schemes.
Processes are effectively
deployed and executive
management has demonstrated
unwavering commitment, all
of which combines to deliver a
robust, efficient system. Add
the contribution made by the
Fondation Orange Mali, and the
approach represents a shining
example of what QSE should be.
Lactualit de la marque NF/ NF mark

current events/
www.nf-parquets.fr
un nouveau site ddi
la marque NF Parquets
Destins aux distributeurs,
poseurs, prescripteurs,
utilisateurs ou fabricants
de parquets, ce site ouvert
par le FCBA, organisme
certificateur mandat
par AFNOR Certification,
est ddi aux marques
NF Parquets et NF Lambris
et parquets en pin maritime.
Il offre la possibilit
de trouver les entreprises
certifies, affiche les
principales actualits
des marques de qualit
et donne un accs aux
rfrentiels et documentations techniques sur
les produits.
Sur demande de la
profession, le rfrentiel
de la marque NF Parquets
a subi dimportantes volutions applicables depuis
janvier 2011 : lobligation
du fabricant dtre titulaire
dune certification de chane
de contrle attestant que
les bois sont issus dune
fort gre durablement,
lextension de la certification aux parquets fabriqus
partir de bois modifis
thermiquement et ladaptation dun marquage
de rfrence la marque
NF commun tous les
titulaires.
www.nf-parquets.fr
a new website
dedicated to
the NF Parquet
Flooring mark
The nf-parquets.fr website
designed for parquet
flooring distributors, fitters,
specifiers, users and
manufacturers and
dedicated to the NF Parquet
Flooring and NF Panelling
and parquet flooring in
maritime pine marks,
was opened by the FCBA
[Institute for forest, cellulose
and wood-built furniture
technologies], a certification
body operating under
AFNOR Certification
mandate. The website
offers listings of certified
companies, gives the main
news on quality label
marks, and provides access
to product standards and
technical literature.
In response to trade demand,
the benchmark standard
governing the NF Parquet
Flooring mark has been
extensively overhauled with
changes kicking in from
January 2011: obligation
for manufacturers to hold
supply chain certification
testifying that the wood was
sourced from sustainablymanaged forest, certification
extended to parquet flooring
produced from heat-treated
wood, and changes adapting
a reference mark to the
core NF mark shared by
all registered holders.
NF Service, la qualit
des sjours linguistiques
Cet t, de nombreux parents vont envoyer leurs enfants ltranger
pour perfectionner leurs connaissances linguistiques.
Pour choisir un organisateur
de sjours linguistiques digne
de confiance, et tre assurs quil
offre toutes les garanties de rigueur
et de srieux, les utilisateurs
peuvent faire confiance qualit
de service NF. AFNOR Certification
a dvelopp la marque NF Service
Organisateurs de sjours ou
stages linguistiques qui garantit
que des contrles rguliers
annuels sont effectus par des
auditeurs qualifis en ce qui
concerne linformation (pralable
linscription, enqute de satisfaction systmatique, etc.), lenseignement (exigences pdagogiques,
qualification des professeurs, etc.),
lhbergement (slection des
familles daccueil, confort et environnement de lenfant, etc.),
lencadrement (recrutement des
accompagnateurs, etc.). ce jour,
8 organisateurs de sjours linguistiques sont certifis NF Service :
Action Sjours, Cap Monde, CLC,
E.F. Education, LEC, Nacel, SILC,
STS.
NF Service, the quality of

language study holidays
This summer, many parents will
be sending their children abroad
to improve their language skills.
When looking for a trustworthy
organiser of language study
holidays, one capable of providing
full guarantees in terms of
professionalism and reliability, they
can count on NF Service quality.
AFNOR Certification has developed
the NF Service Organisers of
language study holidays brand
which guarantees regular annual
inspections by qualified auditors,
covering aspects such as:
information (before registration,
systematic satisfaction survey, etc.),
teaching (educational requirements,
teachers qualifications, etc.),
accommodation (selection of host
families, the childs comfort and
environment, etc.), supervision
(recruitment of accompanying
adults, etc.). To date, eight
organisers of language study
holidays have been awarded NF
Service certification: Action Sjours,
Cap Monde, CLC, E.F. Education,
LEC, Nacel, SILC and STS.
///////////// www.marque-nf.com ///////////////

p.23
AFNOR Certification en partenariat avec le Ministre de lintrieur,

de lOutre-mer, des collectivits territoriales et de limmigration publie
les guides de lecture du label Diversit. Didactiques et concis, ils rappellent
les exigences de chaque point du cahier des charges, dcrivent leur intrt
et dtaillent ce qui est audit. De nombreux exemples dapplication illustrent
chaque lment. Ils sont disponibles en trois versions : organisations de
+ de 50 salaris, - de 50 salaris, et la Fonction publique.
AFNOR Certification
vous donne rendez-vous
la rentre :
Preventica
/ Lyon-eurexpo /
/ 27 au 29 septembre 2011 /
Tlcharger les guides de lecture du cahier des charges depuis la page

de prsentation du label Diversit sur boutique-certification.afnor.org
Pollutec Horizons
/ Paris-Nord Villepinte /
/ 29 novembre au 2 dcembre 2011 /
Reading guides for the Diversity Label

(Label Diversit)
Salon des services la personne

/ Paris-Porte de Versailles /
/ 1 au 3 dcembre 2011 /
AFNOR Certification, in partnership with the French Ministry of the Interior,

Overseas Territories, Regional Authorities and Immigration, publishes reading
guides for the Diversity Label. These informative and precise guides provide
a summary of each point in the specifications, describe their benefit and
specify what is audited. A wide range of examples illustrate each item.
Three versions are available: for organisations with more than 50 employees,
less than 50 employees and public service organisations.
You can download the reading guides for the specifications from the
presentation page for the Diversity Label at boutique-certification.afnor.org
AFNOR Certification
looks forward to seeing you
after the summer break:
Preventica
/ Lyon-eurexpo /
/ 27 to 29 September 2011 /
Pollutec Horizons
/ Paris-Nord Villepinte /
/ 29 November to 2 December 2011 /
Salon des services la personne
/ Paris-Porte de Versailles /
/ 1 to 3 December 2011 /
ction
performance
Directrice de la publication / Publisher : Florence Maux

Directrice de la rdaction / Editorial director : Nathalie Lochet
Rdactrice en chef / Editor : Anne-Sophie Morinet
Rdaction / Staff : Lucile Imbert, Franoise Sigot, Elisabeth Ballery, et Marie-Hlne Towhill
Graphisme / Graphic artist : Perrine Gretener
Imprim par / Printed by : GDS IMPRIMEURS
11 rue Francis de Pressens 93571 La Plaine Saint-Denis Cedex France

T. : +33 (0)1 41 62 80 11 F. : +33 (0)1 49 17 90 00 certification@afnor.org www.afnor.org
Tous droits de reproduction, textes et illustrations mme partiels, restent soumis laccord pralable de la directrice de la publication. La rdaction nest pas responsable des documents qui lui sont adresss spontanment.
No part of this publication may be reproduced in any form without the prior permission of the publisher. The editor accepts no responsibility for any unsolicited material submitted.
AFNOR Certification. SAS au capital de 18 187 000 . RCS Bobigny B 479 076 002. Photo de couverture : GraphicObsession.
Les guides de lecture du label Diversit
Agenda/ Diary/
K11 06 11 - 100414 - 2011/06. Document imprim sur papier certifi PEFC/BVC/CdC/10-31-1581
Publications/

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LE MAGAZINE DAFNOR CERTIFICATION

AFNOR CERTIFICATION MAGAZINE

AFNOR Certification actus/

Comment raffirmer le caractre

Entrez dans un monde

rassurant mais qui interpelle.

How can we convey the essential

A trusted sales advisor

Interlocuteur commercial de confiance

tementale dAFNOR Certification,

Une certification en 3 tapes

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

An essential link in the

the AFNOR Certification

>>>>>> Pour tendre vers le dveloppement durable, le spcialiste de la logistique

Comment avez-vous positionn

Rgis Lesieux (RL) : Jusquen 2008,

Geodis Logistics on track

Geodis Logistics sur la voie

Comment et avec qui avez-vous

RL : Nous avons fait le pari de lHomme

Ladhsion espre sest-elle

Comment entretenez-vous ces

RL : Nous comptons sur la force de la mesure.

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

our ISO 9001, ISO 14001 and OHSAS 18001

LIGNA en qute de qualit

The IGNAs quest for quality

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

Louis Vuitton, naturally a

cellule environnementale de Louis Vuitton

When did you launch into

Pour respecter les exigences

clients en bref/ clients

Cap sur le QSE

mobilisatrice selon Claude

souhaitait le renforcer sans pour

protection. SPIE Communications Customer Support and

The QualiParis Label

Exosun reoit la double certification

ses quipes, Exosun matrise

Exosun awarded dual

ISO 9001 and ISO 14001

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

The City of Paris has targeted

clients en bref/ clients

First energy efficiency

Retour sur lvaluation

par Bodemer, correspondant

A look back at the

are certified to ISO 9001

Cofely certifi EN 16001

non seulement une rduction

Cofelys services solution spans

Lactualit de la marque NF/ NF mark

Le rfrentiel de certification de la marque NF Liants hydrauliques

partir du 1er janvier 2013

Ces ciments de vieille tradition,

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

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

Certification ISO 27001 :

LIRE ARTICLE PAGE SUIVANTE

>> Certification ISO 27001 :

Dlimiter les champs