Verso il nuovo PRIT - Qualità & TPL: dalla certificazione della qualità alla qualità certificata dei servizi Aula Magna - Viale Aldo Moro 30 -

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1 Verso il nuovo PRIT - Qualità & TPL: dalla certificazione della qualità alla qualità certificata dei servizi Aula Magna - Viale Aldo Moro 30 - Bologna, 24 novembre 2009 NF SERVICE TRANSPORT TRADE MARK

2 Plan 1- AFNOR Certification 2-The European Standard EN Services Certification What is it? What are the benefits? How to certify a service? 3-The Service label The Service label The stakes in the services

3 1- AFNOR Certification One of the first assessment and certification companies at an international level Leader in France certificates for 250 marks, customers in 60 countries 30% of NF certificates in foreign countries More than 250 employees Accredited by COFRAC for products, services and systems certifications (EN EN 45012)

4 A complete certification Offer AFNOR CERTIFICATION and the NF network Compliance with regulation Systems certification Product certification Service certification Skills certification Validation for alternative analysis method

5 Different types of services certification Depends on the nature of the list of service commitments Private Collective Standard

6 2- The European Standard EN 13816

7 Content of European standard Transport line logic, For all modes of land transport The customer expectations are taken into account A quality management system based on «the quality loop» Definitions of 8 quality standards (8 families) Information on the measurment of performance and satisfaction A methodological Guide

8 The Quality Loop Customer Operator Satisfaction Quality expected Quality targeted Performance Quality perceived Quality achieved Traveler Company

9 Implementing standard requirements is good for internal organization (self declaration) but promoting the quality of service to customers (service certification) is better! Yes but, certification What is it? What are the benefits? How to certify a service?

10 Definition Recognition by an independent body of the service compliance with relevant European standards and added specifications. Commitment between 3 partners : The customer : service user The operator The local authority

11 Which benefits for who? Operator Public Authority Customers Improve Prove Mobilize Differentiate Select Bring value Mobilize Improve Perceive Trust

12 Certification : which documents to use? Consensus based published by AFNOR Standard EN Collection of service commitments Established by the operator and validated by the local «Comité Tripartite» Validated by the «Comité de marque» Mentionned in the JORF Certification Rules Quality Plan + measurment system Established and validated by the operator AFNOR Public Operator Private, confidentiel

13 Certification Rules Practical explanations of the norm, How to organize and measure, How to control and check, Definition of three types of performance commitments to respect.

14 Examples of mandatory commitments Reference to the European standard Service of Reference Level to reach (at least) Rejection Threshold Regularity Punctuality (time) Periods in schedules (2 possibilités) : The reference service is obtained in period in schedule by : The traveller waits more than 20 minutes after the promised schedule The bus passes between H and H + 5 minutes 90 % of the travelers OR The bus is early compared to schedule OR 80 % of the travelers The bus passes between H and H + 3 minutes Period with frequency Period with frequency The wait of the bus is lower or equals in i + 2 minutes 90 % of the travelers (i = Average interval) Rate of load (comfort) there is no more than 4 traveler / m2 in the bus 80 % of the travelers are transported according to the reference service A traveler can neither get into the bus nor the next one

15 Examples of mandatory commitments Reference to the European standard Service of Reference Level to reach (at least) Rejection Threshold Regularity Punctuality (time) Periods in schedules (2 possibilités) : The reference service is obtained in period in schedule by : The traveller waits more than 20 minutes after the promised schedule The bus passes between H and H + 5 minutes 90 % of the travelers OR The bus is early compared to schedule OR 80 % of the travelers The bus passes between H and H + 3 minutes Period with frequency Period with frequency The wait of the bus is lower or equals in i + 2 minutes 90 % of the travelers (i = Average interval) Rate of load (comfort) there is no more than 4 traveler / m2 in the bus 80 % of the travelers are transported according to the reference service A traveler can neither get into the bus nor the next one

16 Examples of specific commitments Information during disturbed situation Neatness of bus stops Claims management Anti-Fraud measure Call-center.

17 The most important steps to follow Appropriate the standard, Make a review of the situation, Identify customer needs, Define service commitments, Make a pledge, Set a level, Measure the performance, Measure customer satisfaction, Improve.

18 ISO 9001 (2008) and NF Service certification A common approach Trust and customer satisfaction objectives Needs and customer expectations Measure of customers perception

19 3-The Service label THE STAKES IN THE SERVICES Customer satisfaction and development of customer loyalty Improvement of the service quality Commercial differentiation Homogeneity of the service quality within the profession and the professional networks Increasing of the know-how of professionals and colleagues Mobilization of the professionals (members, franchisees) and\or colleagues

20 Any question Thank you for your attention

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