Customer satisfaction
is a constant cause for concern.

The Centre Vinicole – Champagne Nicolas Feuillatte (CV-CNF) obtained ISO‑TS 22002 certification in November 2011.  Pioneers in their field in Champagne, the CV-CNF has developed a thoroughly global approach to sustainable development, with one purpose in view: 100% customer satisfaction.  Christophe Landat, Quality Control and Sustainable Development Manager explains:

To what extent does sustainable development play a role in “Quality” or “Food Safety”?
Today, the company no longer stops at establishing a unique relationship with its customers; it must also engage with its stakeholders, who require the company to act responsibly.  But in the end, would it not be fair to say that establishing customer commitment, respecting customers, offering products that correspond to their needs and dealing appropriately with potential concerns and complaints, form the very foundations of social responsibility? Could we imagine a company that supports the values of sustainable development, but is not prepared to listen to its customers? I firmly believe that quality forms the very foundations of Corporate Social Responsibility (CSR) and that it would be impossible for a responsible company to exist without a quality approach. Quality control managers are essential actors in sustainable development as they act on behalf of the customer within the company.

What was the first ISO certification received by the CV-CNF?
The CV-CNF attained ISO 9002 certification back in 1996. The ISO 9002 standard was part of ISO 9000, a family of standards related to quality control, but was replaced in the year 2000 by ISO 9001, and is no longer used today. Following on from this, the CV-CNF was certified ISO 9001v2000 in 2001.

What is the difference between ISO 22000 and ISO/TS 22002‑1?
The ISO 22000 standard was developed in 2005, and was the first international industry standard relating to food safety. The CV-CNF attained ISO 22000 certification in 2007 and was a precursor in this field in Champagne. Aimed at the entire agri-food sector, this standard is a unique reference document. In order to clarify certain requirements, and specifically at the request of certain markets, including the UK, this standard has included, since the end of 2009, certain specifications known as “Prerequisite programmes (PRP) on food safety – Part 1: Food Manufacturing”, which forms the new ISO/TS 22002‑1, to assist in controlling food safety hazards. This standard complements practices already in place, such as best practice for hygiene, company regulations and traceability etc., without duplicating the requirements of ISO 22000.

On an international scale, these developments are intended to clarify and standardise working practices within the agri-food processing industry and to make retailers aware of the procedures in place, which are often orientated towards private reference frameworks they have developed, particularly the British Retail Consortium in the UK and the IFS in Germany.

And why has the CV-CNF committed to these procedures?
Firstly, to uphold the exacting standards and exemplary reputation of the CV-CNF in the areas of quality, safety, environment friendliness and food safety, and secondly, through a duty of care.  In fact, a total quality approach implies that the company will incorporate the CSR in its strategy, management style and working practices, through to the conception of products and services.

Cutting Edge | Published on: 04 June 2012
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