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QUALICERT SERVICE CERTIFICATION YOUR POSITIVE EXPERIENCE

2QUALICERT SERVICE CERTIFICATION: DIFFERENTIATING THANKS TO EXCELLENCE

DEFINITIONS

� WHAT IS QUALITY ?

• Characteristics of an entity that

relies on its ability to satisfy

stated and implied needs.

� CERTIFICATION

• Recognition by a third partythird party

that a product, service or

organisation conforms to a

standardstandard or any other normative normative

documentsdocuments


QUALITY IN THE SERVICE SECTOR

� A challenge

• Service is not tangible

• Used during its conception

• Consumers and clients are

more and more critical &

demanding

• Fast growing sector with

tough competition

• No official sign for quality in

the service sector

� An Opportunity

• To enhance and differentiate

the service delivered, on a

highly competitive market

• To strengthen the image of

the Service provider/the trade

SYSTEM CERTIFICATION

LOGO

SYSTEM OF REFERENCE

SCOPE

VALIDATION OF STANDARD

SERVICES CERTIFICATION

COMMUNICATION ON « PRODUCT »

STANDARDISATION

SERVICES

& related processes

CRITERIA

SERVICE STANDARD

INDEPENDANT &

RELEVANT

STAKEHOLDERS

SYSTEM

ISO 9000/14000

ISO ORGANISATION

CERTIFICATION

EN 45012 / ISO GUIDE 62 EN 45011 / ISO GUIDE 65

SERVICES AUDITS

AUDITS 2ND PARTY

NO

NO

SERVICES

& related processes

CRITERIA

QUALITY CHARTERS &

OTHER INTERNAL DOC

NO

LOGO & KEY SERVICE

CRITERIA CERTIFIEDNO

SERVICESPRODUCTSSYSTEM

Certification Scope

System of reference

Customer

Certification body

Mark

Clear identification on

“product”

System

ISO 9000 / 14000

Quality organisation

No

Product characteristics

Service characteristics

Product standard Service

Standard

Service QualityProduct Quality

Yes

3 TYPES OF CERTIFICATION


2nd party audits or Qualicert?

� CODE OF PRACTICE AUDITS

• Enforce values, code of

practice consistently

throughout your

organisation,

• Promote a consistent

process and delivery,

• Protect your brand

• In some cases, a first step

towards a more official

certification scheme

� QUALICERT SERVICE

CERTIFICATION

Besides the exposed benefits

for 2nd party audits:

• Make sure your code of

practice gets a real

recognition in the market

•• Demonstrate and promoteDemonstrate and promotecompliance to ambitious

service commitments

• Reinforce employees

motivation through official

recognition of efforts

• Demonstrate your your

differencedifference in a competitive

market


QUALICERT SERVICE CERTIFICATION

� ... Consists in certifying that

• Characteristics of the service

provided to customers conform

to a Service standardService standard.

• The Service standard has been

– previously defineddefined by a

business or a professionprofession

–– approvedapproved by an independent /

relevant standardisation standardisation

committeecommittee.


CONTEXT

� Service certification conforms (ISO guide 65/EN 45011)*

• 1. Certification is based on a service standard:

– Relevant (Concerted process with employees, consumer

representatives or associations, experts, and whenever relevant, public

administration)

– Transparent

• 2. Certification body is

– Competent,

– Impartial

– Independent

*In France additional regulatory context described in the « consumer code, articles L115-27 à L115-33 & R115-1 thru R115-12.


ACCREDITATION BODY

EN 45011/ ISO GUIDE 65

PRODUCT AND SERVICE CERTIFICATION BODIES

EN 45012/ ISO GUIDE 62

EN 45013

SYSTEM CERTIFICATION BODIES

PERSONS CERTIFICATION BODY

ISO 9000 / ISO 14000

REGULATIONS

ACCREDITATION CERTIFICATION

STANDARD/REFERENTIAL

CONTEXT


Services provided to business

Services provided to business

Services provided to private individuals

Services provided to private individuals

BusinessFranchise networks

BusinessFranchise networks

Which organisations?

Trade organisationsGovernments

Trade organisationsGovernments

FOR QUALICERT, SERVICE QUALITY IS:

… Ability for a service provider to provide to the client service quality

he expects


BASIS FOR MEETING SERVICE EXCELLENCE

Share a common

understanding of the client expectations

Share a common

understanding of the client expectations

Share the expectations

within the

organisation

Share the expectations

within the

organisation

Deliver the expected service

Deliver the expected service

Communicate and promote

service delivered

Communicate and promote

service delivered


3. Audit & Award of Certificate


a) Audits: Mystery client, client & employee interviews, visual observation, other

b) Certification decision & licensingc) Communication: Service commitments

1. Standardisation1. Standardisation

a) Diagnosis: consumer/user expectations, concerns in sector…

b) Drafting the standardc) Evaluation & validation by the

Standardisation Committeed) Standard registration

2. Implementation2. Implementation

Company organises the necessary internal communication, training sessions, organises the system, self assessment methods to comply with the standard

STEPS TO QUALICERT

4. Surveillance4. Surveillancea) Unexpected service auditsb) Maintaining the Certificatec) Continuous improvement

Evolu

tion o

f th

e s

tandard



1. Standardisation1. Standardisation

2. Implementation2. Implementation

STEPS TO QUALICERT

4. Surveillance4. Surveillance

Evolu

tion o

f th

e s

tandard


SERVICE COMMITMENTS

� Specifications chosen:

• Meet client expectations (implicit or expressed)

• Added value to the consumer

• Result oriented commitments

• Beyond legal requirements

• Operate in an ethical environment

• Improve the image of the sector / industry


QUALICERT SERVICE COMMITMENT "BASIC COVERAGE

� People

• Attitude (phone, information, courtesy)

• Experience /expertise– Initial required

expertise, required on-going trainings

– KPI - to measure expertise

� Environment

• Building (Equipment, Comfort, fit for purpose)

• Cleanliness

• Safety

� Product & service :

• Choice,

• Quality level,

• Safety…

� Transparence of the relationship -

• Clarity of the offer,

• Documentation,

• Prices,

• Contractual conditions (no abusive clauses)

• Deadlines

� Conformance to initial offers

• From the very first contact to the after sales services

• State of the art rules

� After sales services

� Other:

• Ethics, environmental


� Examination

� Validation of

Service Standards

EVALUATION & VALIDATION BY THE STANDARDISATION COMMITTEE

� Standardisation committees

• Independent service providers

• Independent users/consumers

• Independent experts


Implementation: Internal communication – emulation tool


AUDIT AND SURVEILLANCE

� Audit

• Mystery client,

• Traditional audit techniques

– On site visits

– Employee interviews

– Documentary verification

� Surveillance (once a year, unannounced)

� Continuous improvement:

• Within the company

– Client satisfaction surveys

– Internal audits

– Complaints & complaints handling

– Corrective actions

• Service standard


CERTIFICATE


The communication: Making the most of your Certification

� At the service provider ’s

• The certificate

• An information document for users, regarding service

certification and certified criteria

� And as well

• Press,

• Tv,

• Radio

• Mailings (clients, decision makers…)

• Internet pages

• In conferences and exhibitions...

COMMUNICATION AND QUALICERT SERVICE CERTIFICATION

Internet & TelecomInternet & TelecomMobile network quality, Car kit installation services, Mobile phone outlets,

Call centres

Cegetel, Airtel, Proximus

Hospitality and leisure Hospitality and leisure

Cruise services, air lines, Catering, travel agents, conference organisation, sport services

AIR FRANCE, ACCOR, SNCM, Compass/Eurest, Frantour/Autogrill,

Sélectour

Cashier line, chilled food sector, Global services provided in an

Hypermarket, logistic platforms, Clothes shops

Carrefour, Auchan, Cora, Prodirest, Anceco, Nautica, OkaidiRetail and wholesaleRetail and wholesale

Professional, Security & Professional, Security &

financial servicesfinancial services

Commercial agents, Financial Experts, Call centres, Insurance

Companies,, Dry cleaners, After sales services, Freight Security

April, CFET, CEGETEL Services, CCA, TAPA

Domestic servicesDomestic services

Newspaper distribution services, Co-ordination platform of services delivered at home (baby sitting, …), Fuel distribution, Heating services and

related Maintenance Services

Madrid y Mas, TOTAL, SYNASAV, Santos & Pombo

Health and BeautyHealth and Beauty

Hospital services, Clinic Tests (SP), Retirement/Nursing homes, Thalassotherapy, Beauty shop (aesthetics) - FR / PT

Federation Mer et Santé, Yves Rocher, UNEPPA, Persona, Hopital El

Shabrawish, Sanitas

Automotive, Transport Automotive, Transport

and logisticsand logistics

Car wreckers, Body shops, Repair and maintenance services, logistics,

Car dealers network

CNPA, BMW, Auchan Logistics, Decathlon logistics

EducationEducationDriving schools, University centres, training centres, Professional training

services

Universidad Europea de Madrid, CEFAQ

Public ServicesPublic ServicesUnemployement agency services, Postal services

ASSEDIC, TRENITALIA, CTT, CCI, RATP


EXCELLENCEEXCELLENCE

EXTERNAL CLIENT

INTERNAL CLIENT BUSINESS

CONTINUOUS IMPROVEMENT

STEP TOWARD THE MANAGEMENT EXCELLENCE


BENEFITS OF THE QUALICERT SYSTEM

� A service standard specific to the service• which changes over time with customers and competitors change.

� Tangible, result oriented commitments :• A tangible approach focused on "level of service delivered", both

accessible to clients and employees ->management involvement

� A concerted process • Consensus: internal organisation, major stakeholders

� Publicly available service standards• transparency of commitments

� It is quick, accessible & flexible, • It works in small companies as well as in big organisations.

� Independent control by a third independent party • Supports communication strategy

• Improves the industry image - on going assessment.

� A "tailor made" documentary organisation.

� It is full compatible with other management and certification systems (ISO, HACCP…).


BENEFITS FOR…

� TRADE ORGANISATIONS, GOVERNMENT

• Contributes to customer’s protection

• Incentive and guidance to organisations ("code of practice“)

• Helps improve the average level of service & “Regulate” the trade

• Secures and guides the customer in his selection of service providers

• Marketing oriented approach : – easy to explain to all stakeholders -

press, consumers, professionals, authorities…

• Positive feedback for the T.O. which provides a certification tool

– Truly recognised ⌦ concerted approach with experts and consumer representatives

– Accessible to small individual businesses & large networks

– Complementary to existing efforts (charters, qualifications…)

� PRINCIPLE DECISION

MAKERS

• Ensure independent and

impartial verification - in regards

to the standard

• Result oriented approach -

ensures quality level and

consistency in the delivery of

service

• Guide the principle in the choice

of a service provider

• Certificate is a tangible element

to judge level of service provided

• Key performance indicator


BENEFITS FOR FRANCHISE NETWORKS

� General incentive and guidance to the shops to improve average level of service "code of practice"

� On going monitoring of compliance to this code of conduct by independent party

� Secure and guide the consumer in his choice

� Marketing oriented approach : easy to explain to all stakeholders - press, consumers, professionals, authorities…

� Positive feedback for the franchisor who provides a certification tool

• Truly recognised ⌦ concerted approach with experts and consumer representatives

• Accessible to small individual businesses & large networks

• Complementary to existing efforts (charters, qualifications…)


BENEFITS FOR …

� CERTIFIED SERVICE PROVIDERS

• A guidance to operate and deliver a good service

• Harmonisation of the service delivery within the organisation

• Focused on customer satisfaction oriented

– Markets the image of the organisation

– Accessible to employees – emulation

and adhesion

• Markets the image of the company

– Transparent commitments to the users

– Helps promote its difference on highly

competitive markets thanks to Quality

• Helps improve the general level of quality and overall organisation

� CONSUMER / END USERS

• Standard's quality level is based on their expectations

• Satisfaction through appropriate level of quality and consistency in the service delivery

• Tangible commitments, directly measurable by the user: KPI

• Guide them in the choice of the service provider

• Transparent commitments

• Choice of service provider: easily identified thanks to the Qualicert mark

• On going compliance to the commitments


HOW CAN YOU BENEFIT USING SGS?

� Our network• Able to roll out global programs across the world

• Preserve consistent audit practice

� Our expertise in the design of Service standards for organisation• Over 150 Code of practices and standards across all Service industries

• Large trade organisations, franchise networks, administrations

• Expertise in setting up relevant independent standardisation committee

� Dedicated project manager• Supports the design phase of the Standard

• Ensures selection and training of auditors for the specific standard

• Ensures consistency and identify opportunities for improvement

� Our expertise in the auditing business• Expertise in running world-wide auditing programs against client standards (Danzas,

BMW, COCA-COLA …)

• Fully accredited range of certification services (System, Product and Services)

� Expertise in the Service sector• Over 1,500 service audits delivered every year across the group

• Focus on results

• Auditors with a sound understanding of Service providers, expectations and issues

� SGS is the first certification body to be accredited for Servicecertification (EN 45011/ISO guide 65)


KEY WORDS FOR SERVICE CERTIFICATION

� A concerted approach

� A flexible and evolutive approach

� A sign for quality

� Independent, impartial and accredited


FOR MORE INFORMATION …

� Address

• SGS

Systems and Services certification

1, place des Alpes

1211 GENEVA

SWITZERLAND

� Contact :

• Françoise REIN

� Telephone :

• +41 22 739 96 37

� E-mail :

• [email protected]


THANK YOU

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