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Home > Who are we ? > Know-how > Quality know-how |
| Quality know-how Quality of service for the client, quality of equipment, personnel training, processes, transport safety and merchandise integrity – quality is inherent at every level of Fret SNCF.
The requirement for quality service has led to the setting up of a new organization which separates the management of point-to-point railway movement from the management of resources necessary for moving convoys. This new organization is based on 4 European trunk routes and a dozen local zones. Ongoing monitoring of results is aided by service quality indicators, particularly concerning the regularity of trains, which is the leading concern for freight clients. 73% of trains arrived with a delay of less than 5 minutes in 2002; a 3% improvement over 2001. In the automobile sector, the Achères hub in the Paris region was set up to maximize Fret SNCF’s on-time arrivals and performance reliability. 7,000 trains pass through here daily.
Every day, Fret SNCF applies various quality procedures aimed at continuing improvement. Procedures to improve traffic-flow reliability More than 50 strategic flow movements, representing nearly 300 separate trips (departure/destination) are constantly monitored for reliability from end to end. Periodic reviews of flows and related corrective actions involve all of the operational agents concerned. Once flows are made reliable, firm commitments are made in service contracts signed with clients.  StrategySpecific “combined” procedures Expectations for the quality of combined transport are specific and have led to the establishment of corresponding structures (direct trains, hubs, dedicated locomotive stock) as well as specific monitoring tools. A certain number of international trains thus undergo periodic audits. A quality reference has been established, which is a guide to awarding quality labels: bronze, silver and gold. Client-quality charters Quality requirements for certain sites or certain services are laid out in quality charters signed with the clients. More than 70 national or local charters are currently in effect. ISO certification  Year-2000 ISO 9001 certification procedures (quality of production processes) are in effect on specific sites, particularly at the request of clients, for example: The steel depots of Blanc Mesnil (2,000m2) and Lyons (2,500m2),The Dijon logistics hubFret SNCF is also involved in certification procedures of other parts of the freight division. These can be both clients and partners, such as Ermechem. And in a broader context, production certification is being planned as part of progress guidelines for the SNCF Industrial Project, concerning safety management, regularity and quality. Rail transport SQAS The SQAS (Safety and Quality Assessment System) is a European assessment program to ensure quality in the transport of dangerous goods. It was established by a number of European rail transporters, with SNCF taking a leading role, at the request of and in partnership with the chemical industry. The Woippy and Miramas sites were audited by an independent auditing firm in September 2000 and June 2003 respectively, for the purpose of implementing improvement plans in collaboration with clients if necessary. Carrying dangerous goods. |
