Rouages: “Committing to a quality approach requires strong involvement from all stakeholders.”
Within the management team, Sylvie Narejos is head of the continuous improvement department. This month, as part of the "Rouages"video series produced by the University of Montpellier, she talks to us about the quality approach and the process implemented by her team to obtain the prestigious ISO 9001 certification.
This fall, Rouages takes you to the heart of downtown, on the third floor of the Institute of Biology. There we meet Sylvie Narejos, a well-known figure at the University, and for good reason: she has been working there for over 25 years. Initially hired in the continuing education department at UM1, she joined the management team in 2010. "At that time, there was a strong desire to get to know the institution better and to commit resources to improving what could be improved," she explains.
ISO 9001 standard
As head of the quality assurance and internal audit department, Sylvie Narejos now supervises six agents spread across three offices: quality assurance, sustainable development, and internal control. "Our missions are quite numerous and diverse, so today I will focus more specifically on quality assurance," she announces. " We are, of course, involved in defining the institution's quality policy in line with the strategic priorities of the multi-year contract. We also apply the quality approach to processes that will enable us to obtain ISO 9001 certification as soon as possible."
ISO 9001 certification. A three-letter, four-digit code synonymous with quality since it was first published bythe International Organization for Standardization in 1987. "This standard enables us to engage in a process of continuous improvement. It applies to all areas of activity, in both the private and public sectors and in all professions. It enables us to better satisfy users, increase visibility and trust for partners, and improve working conditions for employees," explains the department head.
A multi-step process
For teams, departments, or divisions wishing to embark on this improvement process, Sylvie Narejos and the quality assurance office have developed a three-step program. "First, we need to assess current practices. To do this, we use document analysis, observation and, of course, discussions with staff," she explains. Based on this assessment, they draw up a description and a flowchart "that will give everyone an overview of the process and highlight each person's contribution to the activities."
In a second phase, the quality department will implement measures to enable continuous improvement in order to comply with the ISO 9001 standard: satisfaction surveys, indicators, risk analysis, and internal audits make up the quality approach toolbox. "We carry out around 16 audits per year. These involve checking compliance with regulations, standards, and procedures. They have no direct impact on obtaining certification, but they do identify areas for improvement and are therefore real drivers of progress," continues the department head.
Collective and personalized support
Following this work, the first improvement measures can be implemented. It takes an average of two years to obtain certification. Throughout this period, the teams will receive collective support from the quality department. "This consists of a 12-module training course on the ISO 9001 standard and the tools available," explains Sylvie Narejos. Process leaders and managers can also benefit from individual, personalized support." Every two months, a quality newsflash is also sent out to inform all stakeholders of upcoming deadlines.
As mentioned above, the ISO 9001 standard applies to all areas of activity, which means that Sylvie Narejos meets people with very different profiles in her work. "That's one of the reasons why I still enjoy this job so much," she says. Teaching skills, kindness, listening skills, a taste for teamwork, but also rigor and the ability to synthesize information are all essential skills for performing this job on a daily basis, which is certified each year by an external audit carried out by authorized bodies. "This audit always results in a report that is open to all process managers and leaders. It's an important moment that allows us to recognize everyone's contribution and the strength of the team," she concludes.