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Newsletter 09/2001 - n°2 

Worldwide 

presence 

President: 

Parma - 

EXPOQUALITA’ held 

on 12-15 september 

2001 

Tokyo - IQNet’s 

involvement in 

improving the 

environmental 

awareness worldwide 

Secretary 

General: 

Knitting the Net 

Successful 

IQNet 

Partners 

JQA and 

IQNet: 

The 2nd International 

Environmental 

Children’s 

Drawing Contest 

Projects and 

Studies 

IBEC 

APCER: 

survey on client’s 

perception of ISO 9000: 

2000 transition 

ICONTEC: 

public services 

in Latin America 

IQNet Tested 

Website 

Global acceptance 

of Management System Certificates 

and world-wide excellence assessments 

through the International Network 

ENHANCE YOUR REPUTATION 

WORLDWIDE 

Successful 

IQNet 

customers 

Quality Certification in 

the PALOP’s 

NDS becomes the 

first BS7799 certified 

company


EXPOQUALITA’ has been held in 

Parma on 12 - 15 September 2001 

More than 11,000 visitors have been in Parma to see the 300 stands showing 

certification bodies, consultants companies and certified organisations it has 

been an unique opportunity to have a look of the Italian Certification market 

which is the second biggest in the world in terms of growth rate according to last 

ISO survey. 

Dr. Fabio Roversi 

IQNet President 

Mr. Hans Buser 

Secretary General of IQNet 

IQNet has been represented by its Italian member “CISQ” within the relevant 

stand which has been the largest in the exhibition (more than 600 square meters) 

and one of the most visited. 

Along with CISQ other two IQNet bodies have participated to this exhibition 

“SQS” (CH) and “KEMA” (NL) contributing to enhance the IQNet image on the 

Italian market which is playing a leading role on the international scene with, for 

the time being, more than 45.000 certified companies.


IQNet’s involvement in improving 

the environmental awareness 

worldwide 

IQNet is the largest Association of Certification Bodies in the world which is also 

the preferred international certification network in terms of number of certificates 

issued world wide. 

Among these certificates there is a significant number of Environmental 

Management System Certificates which are increasing year by year with a 

remarkable trend. 

IQNet is proud of its activity in the environment sector which is also helping 

the global society to grow safeguarding the environment and enhancing the 

environmental awareness world wide. 

IQNet has also decided to be active in the environment launching various 

initiatives which can help the mission to protect the earth and the nature; an 

initiative shall be underlined: “the 2nd International Environmental 

Children Drawing Contest” launched at the beginning of this year “2001” 

and dedicated to all the children of the world aged 7 through 15. 

By this contest IQNet has collected 15,748 drawings from 63 different countries 

all over the world , more than during the 1st Contest launched in 1999 when 

13,546 drawings were received from 47 different countries. 

The Award Ceremony of 2nd 

International Children’s Drawing 

Contest has been organised in 

Tokyo on 31st July 2001 by JQA, 

the Japanese member of IQNet, 

with the presence of Mr. Fabio 

Roversi, President of IQNet, and 

Mr. Kenji Sakuma, President of 

JQA. 

The delivery of the IQNet Award 

to the winner, Miki Saito, age 13, 

by the IQNet President 

This initiative can be considered an enormous success and it represents for 

IQNet an unforgettable experience as it has allowed to have a look at the 

marvellous world of children’s imagination: it’s amazing to see how the young 

generations perceive the surrounding environment and the importance of its 

protection. 

IQNet believes that by this kind of initiative it gives a significant contribution to a 

new environment global awareness preparing the future generations to be more 

interested and more effective towards the environment issues. 

The winner with her family and 

the IQNet President; in the back 

the winning drawing.


Worldwide presence 

Knitting the Net 

Networking is a basic need in our global world and in our daily business. To 

the benefit of our customers, we constantly improve and enlarge different 

networks of IQNet: information platform, internal training of auditors, recognition 

of management certificates, certification services, certification activities and 

schemes, external liaisons etc. Some examples of these developments are: 

Certification services 

It is our target to increase the number of our partners to improve the worldwide 

representation of IQNet. In 2001 the following new partners joined IQNet: - 

Fondonorma (Fondo para la Normalizacion de la Calidad), Venezuela - CQC 

(China Quality Certification Centre for Import and Export), China - CQM (China 

Certification Committee for Quality Mark), China 

Hans Buser, Secretary 

General of IQNet, 

Certification activities and schemes 

The IQNet customers profit from a growing variety of certification activities: ISO 

9001, ISO 14001, EMAS, AS 9000, QS-9000, VDA 6.1, TS 16949, TL 9000, 

AVSQ, EAFQ, EN 729-2, PEFC, HACCP, DS 3027, BS 7799-2, TickIT, BS 8800, 

OHSAS 18001, SQAS, EN 46001-3, ISO 13485, ISO, 13488, ISO 14969, SCC, 

VCA etc. Specialised partners are ready to fulfil the customers’ needs. 

- External liaisons 

- Our customers and our partners benefit from the external liaisons of 

IQNet. 

- Our main activities in this field are: 

- Association Member of IAF (International Accreditation Forum) 

- Member of the IAF Working Group 1 

- A-Liaison Member of ISO/CASCO 

- Member of the Advisory Board of EA (European co-operation for 

Accreditation) 

- Member of the EA Working Group EMS (Environmental Management 

Systems) 

- Liaison Member of ISO/TC 176 “Quality Management Standards” 

- A-Liaison Member of ISO/TC 207 “Environmental Management 

Standards” 

- Member of QuestForum 

- Member of EFQM (European Foundation for Quality Management) 

- Association Member of IATCA (International Auditor Training and 

Certification Association) 

Hans Buser 

Secretary General of IQNet


The 2nd International Environmental 

Children’s Drawing Contest 

Japan Quality Assurance Organization 

July 31st,2001 

To our pleasure, the 2nd International Environmental Children’s Drawing Contest 

has been a great success. 

This wonderful outcome attributes to the sincere publicity work by IQNet (The 

International Certification Network) as a co-organizer, and to recommendations 

made by visitors to the award-winning exhibition at the United Nations General 

Assembly Building last February. The drawings of the 2nd contest amounted 

to 16,000 works, exceeding 13,500 of the 1st contest. The total number of the 

participating country also increased to 63 by new entry of 16 countries. 

It is striking that a lot of children drew nature full of animals, flowers and trees. 

Touched with the importance of “one precious earth”, children expressed 

their own experiences of interactions with nature. We hope that our contest 

will help not only children but also adults on a global basis to pay attention to 

“environment protection” as a common concept of mankind. 

Japan Quality Assurance Organization 

(JQA) 

ISO Certification Center 

Mr. Chikafumi Morita 

ATT (Akasaka Twin Tower) 4 F 

17-22, 2-Chome 

Akasaka 

Minato-Ku, Tokyo 107-0052 

Japan 

Tel: +81 3 3584 9440 

Fax: +81 3 3584 9126 

c-morita@jqa-iso.com 

www.jqa.or.jp 

“It was a very difficult task to judge,” said judges at the final judgment on June 

21, 2001, as there were so many excellent works. Finally, the award-winning 

drawings were selected as follows: 5 special awards and 22 first prizes from the 

Japanese section, and 7 special awards and 40 first prizes from the international 

section. 

At the awarding ceremony held in Tokyo on July 30, 2001, with Japanese winners 

and their families, Shungo Suzuki who won the best prize in Japan said, “ it takes 

only a second to destroy things, but it takes a whole life to build something. I 

want to make things very carefully so that I can hand them over to the future 

generations.” His message seems to be a common theme of the world. We must 

continue making efforts to protect environment. 

info@jqa-iso.com


Quality Certification in the PALOP´s 

Organizations Certified by APCER in Mozambique 

The Portuguese Certification Association (APCER), the Portuguese leader entity 

in the sector, had just certified two companies in Mozambique according to the 

ISO 9002 standards - Televisa and the TV Cabo - (telecommunications and 

multimedia sector). These two companies are the first companies certified by 

APCER in the Portuguese Official Language African Countries (PALOP). 

According to APCER, “the certification of these two companies in Mozambique 

represents an example that, we are sure, will be followed by other companies 

with activities in the PALOP,” states Isabel Martins, APCER’s Marketing 

responsible. 

The ISO 9002 standards certification distinguish the TELEVISA - Sociedade 

Técnica de Obras e Projectos, Ldª - Quality Management System in the scope 

of “providing telecommunications network installations services” in Mozambique. 

For TV Cabo - Comunicações e Multimédia, Ldª - the APCER certification 

confirms the company quality in the scope of “providing television services by 

cape distribution and commercialisation in Maputo”. 

APCER was stablished in 1996, 

and its main mission consists 

of providing Quality, Environmental, 

OSHAS and HACCP 

certification services. 

APCER is recognised by IPQ 

(Portuguese Quality Institute) 

and by ENAC, a Spanish organism. 

Besides these two certified organizations in Mozambique, APCER had already 

certified companies in Spain, Morocco and Macao on an international level. 

APCER was established in 1996, and its main mission consists of providing 

Quality, Environmental, OSHAS and HACCP certification services. APCER 

is recognised by IPQ (Portuguese Quality Institute) and by ENAC, a Spanish 

organisation. 

info@apcer.pt


NDS becomes the first BS7799 

certified 

Computer System Integration Organization in Korea 

BS7799 (British Standard): International Certified Information 

Security Management System Standard in the Security Field. 

NDS (http://nds.nongshim.co.kr), a Korean IT company has been certified with 

the BS7799 standard in July, 2001 through IQNet joint-audit by DQS (Germany) 

and KFQ (Korea) , both members of IQNet (The International Certification 

Network). 

The BS7799 Certification is the best International Information Security 

Management System Standard in security field. The purpose of this certification 

is to identify security risks and to manage the risks effectively as well as publicly 

assuring that the confidentiality, integrity and availability of the customers’ 

information are guaranteed by the organization. 

NDS, the first BS7799 certified 

in Korea has consolidated to 

be competitive in the area of 

certification services as well as 

solution sales, implementation 

of security system & monitoring 

service and consulting. 

Since recently, it is recognized throughout the IT industry that BS7799 

certification will be a good business strategy which provides competitive 

ascendancy over other organizations. In fact, IT companies are interested in 

selecting BS7799 as the specialized certification in information security field to 

increase the quality of information security services while decreasing the costs of 

quality control. 

BS7799 Certification is believed to ensure that NDS will grade up the security 

reliance of the organization and improve its techniques for information security 

as well as the specialty in IT management. Also, NDS plans to add BS7799 

consulting to its current area of GSS (Global Security Service) Consulting 

Business. 

NDS, the first BS7799 company certified in Korea has consolidated to be 

competitive in the area of certification services as well as solution sales, 

implementation of security system & monitoring service and consulting. 

message@kfg.or.kr


IBEC (IQNet Business Excellence 

Class) 

Business Excellence and ISO 9001:2000 - optimised integration 

and benefit 

ISO 9001:2000 and Excellence Models are management tools which 

complement each other perfectly. Success factors such as process management, 

resource management and customer focus, and in addition measurement, 

analysis and improvement, are focussed upon in ISO 9001:2000 more clearly 

than previously. They form the core of the implementation and formation of 

quality management systems. In this way, the experience which has been gained 

through the growing use and application of Excellence Models around the world 

(in Europe the EFQM Model for Excellence) is also reflected in the new standard. 

The differences between the two management tools lie in their emphasis and 

their objectives. This is also reflected in the linguistic differentiation between 

“management system” and “quality management system”. However, the 

boundaries are flexible. Even ISO 9004:2000 addresses the topic of “selfassessment” 

and not only provides questions for this purpose, but also a table 

to define performance maturity levels. Thus QM systems which are based on the 

ISO series form an ideal basis for the further development of the organisation 

and the management system on the road to sustained superior performance. 

Excellence Models go further, in particular by placing emphasis on results, 

strategy and leadership and in the higher degree of attention they place on the 

numerous stakeholders of an organisation. People and their contribution are the 

crucial success factor in organizations - despite its central and decisive role in 

the organisation - is seen in the context of ISO 9001:2000 as no more than a 

human resource. 

By using the highly differentiated evaluation methods of the Excellence Models, 

makes it additionally possible to evaluate the management system as a whole 

and benchmark with others. It is also easier to measure achievements and the 

fulfilment of objectives, with emphasis on the critical success factors and/or 

stakeholders. 

The outward effects of an appropriately implemented QM system, as confirmed 

by a certificate, are particularly important in view of the world-wide coverage and 

acceptance of the ISO series. Thus the approaches of ISO 9001:2000 and the 

Excellence Models are not in conflict, but instead form a powerful team, i.e. they


jointly represent an ideal supplement to any organisation. This valuable addition 

is further intensified by the application of ISO 14001, which can be aligned 

easier by the structure of ISO 9001:2000. However, these ideal supplements 

achieve their full effect only when the approaches of the individual models are 

integrated. The IBEC Model realizes this integration. By further developing 

the current Excellence Models and integrating standards - such as ISO 9001: 

2000, ISO 14001 or those of the automotive industry, it offers the combined 

advantages of all models in terms of their internal and external effects. By 

means of this integrative framework, IBEC offers, in addition to the central 

focus of process management and result orientation, the ideal management 

instrument for supporting the strategic objectives of organizations as well 

as enhancing and optimising the value added. IBEC Assessments support 

organisations in fully exploiting their potential and in achieving lasting success. 

Karin Weigand, 

Product Manager DQS 

karin.weigand@dqs.de


Study of ISO 9001:2000 transition 

planning APCER clients 

( Follow the complete article )

Study of ISO 9001:2000 transition planning 

APCER clients 

I - INTRODUCTION 

APCER - Associação Portuguesa de Certificação (Portuguese Certification Association) - is the 

leading certification body in Portugal and is an independent, private and non-profit organisation, 

which provides Management System Certification (QMS, EMS, Automotive, HACCP, OHSAS, 

EMAS,…), Auditor Certification and training services. 

APCER is the Portuguese partner of IQNet – The International Certification Network - an 

Association of the world's first class Certification Bodies which provides assessment and 

certification services to organisations of all sizes, business and social sectors worldwide. 

With the publication of ISO 9001:2000, a transition period began for all parties involved, e.g. 

certified organisations, consultants, trainers, registrars and accreditation bodies. This period is to 

be characterised by the implementation of change and learning processes within every interested 

party and has to be carefully planed and monitored. 

Since the early drafts of the new QMS standard, APCER has developed and implemented its own 

transition plan, with the purpose of consolidating certification process adjustments and provision 

of accurate and up-to-date information to its clients and ot her organisations. Some of the actions 

taken can be presented by: 

• Internal training and awareness; 

• Auditor meetings, training and re-qualification; 

• Publication of an interpretation guide; 

• Transition plan information to customers; 

• Publication of audit check-lists and methodologies; 

• Accreditation up-grade; 

• Seminars and lectures. 

Aiming at the added value of APCER services, effective competitive advantage in customers’ 

point of view and with a partnership perspective, a client survey was performed regarding ISO 

9001:2000 transition. 

The results of this survey can, in fact, provide data and information able to support a fact-based 

management, as presented in "IV – Results Analysis". 

II - THE QUESTIONNAIRE 

A user-friendly questionnaire was sent to all APCER clients, with QMS registration according to 

ISO 9001/2 or 3:1994. The questions focused on four major issues: 

• Estimated year for accomplishment of transition; 

• QMS and transition planning efforts; 

• Difficulties encountered during transition; 

• Client satisfaction on APCER's actions and information. 

Page 1 of 1

From a total of 1268 questionnaires sent, in May 2001, 490 answers were received until the end 

of June. Regarding the nature of the questionnaire and the distribution of the answers, this 40% 

coverage was considered as representative. 

III - SURVEY RESULTS 

All answers were analysed and compiled, with the purpose of not only obtaining global indicators 

and results, but also to identify specific needs and expectations and other useful information for 

the individual certification process management. 

This study presents only global results and correspondent analysis since specific or individual 

information cannot be disclosed due to confidentiality issues. 

Q1 - Following the publication of ISO 9001:2000 and transition period specifications, when will 

you ask APCER to perform a Transition Audit to support the upgrading of your ISO 9001/2 or 

3:1994 certificate? 

TRANSITION YEAR 

60 

50 

40 

30 

51.3% 

40.6% 

20 

8.1% 

10 

0 

2001 2002 2003 


Q2 - Will the transition audit be performed during a normal follow-up audit or will you ask for an 

APCER extraordinary audit? 

95.7% 

AUDIT TYPE 

100 

80 

60 

40 

20 

0 

NORMAL 

4.3% 

EXTRAORDINARY 

Q3 - Having in mind the necessary changes of your QMS to fulfil ISO 9001:2000 requirements 

have you defined and initiated QMS and transition planning? 

57% 

60 

50 

PLANNING 

40 

30 

20 

10 

20.1% 

22.9% 

0 

NO PLANNING IN STUDY INITIATED 


Q4 - What were the main difficulties you encountered during the implementation of the action of 

your transition plan? 

DIFICULTIES 

50 

44% 

50% 

40 

30 

20 

25% 

30% 

16% 18% 27% 

28% 

10 

0 

7% 

1 2 3 4 5 6 7 8 9 

1 - Identification, characterisation and documentation of QMS processes; 

2 - Establishment and implementation of management methodologies (e.g. PDCA) on the system 

and processes; 

3 - Identification and support of requirement exclusions, under clause 02 - "Application"; 

4 - Definition and implementation of methodologies and practices regarding the fulfilment of new 

requirements; 

5 - Top Management involvement; 

6 - Definition and implementation of methodologies and practices aiming at the fulfilment of legal 

requirements applicable to products and services; 

7 - Data and information gathering and analysis; 

8 - Training of personnel; 

9 - Availability of resources for the transition process. 

Note: The questionnaire allowed for multiple-choice answers, but only for those organisations that 

have already implemented transition plan actions 


Q5 - How do you consider APCER’s activities in relation to information, awareness and 

involvement of its clients during the transition process? 

APCER ACTIVITIES 

80 

60 

40 

20 

0 

61.1% 

35.7% 

3.2% 

SUFICIENT COULD BE IMPROVED INSUFICIENT 

IV – RESULTS ANALYSIS 

Results were analysed both on a global and individual basis, like previously explained. In some 

cases, answers to different questions could be compared. The information obtained this way 

proved to be important and relevant. 

The majority of APCER clients estimates that their QMS transition process will be finished by 

2002, and estimate that APCER's transition audit could in fact be performed that year. 

Nevertheless, more than 15% of these organisations had no transition plan defined at this time. 

During the first semester of 2001, APCER has performed more that 30 ISO 9001:2000 audits (20 

of those were transition audits for organisations with ISO 9001/2 or 3:1994 certificates). This 

supports the fact that APCER estimation for ISO 9001:2000 audits during 2001 is slightly higher 

than the 8% result of the survey. What's rather difficult to understand is the fact that 23% of the 

organisations that estimate 2001 to be their transition year have not yet established or initiated a 

QMS transition plan. 

Another cross analysis can be performed comparing these results with the validity date of valid 

certificates issued by APCER in past years. One could expect that organisations waited until the 

end of the validity of their ISO 9001/2 or 3:1994 certificates before asking for a transition audit. A 

brief look at the distribution graphic below shows that the majority of the organisations with 

certificates due in 2001 will in fact ask for their renewal (with validity of 15/ 12/2003). Another 

conclusion is that many organisation with certificates valid until 2003 will ask for a transition audit 

during 2002 (and correspondent ISO 9001:2000 certificate if requirements are fulfilled). 


TRANSITION ESTIMATED DATE 

60 

50.7% 

40 

20 

20.9% 

28.4% 

0 

2001 2002 2003 

No extended analysis is required to note that almost all APCER clients estimate transition audit to 

be performed in one of the normal certification process follow-up or renewal audits. Some 

organisations justify with either group or marketing considerations the fact that they wish an 

extraordinary audit instead. 

Its not surprising that the majority of currently certified organisations is still preparing quality and 

transition plans regarding QMS and certification upgrade to the ISO 9001:2000 (please note that 

the Portuguese standard NP EN ISO 9001:2000 was published in March 2001). 

Process approach makes up one of the big changes in ISO 9001:2000 when compared to the 

approach of ISO 9001/2 or 3:1994. Naturally, process management is considered a difficulty for 

many organisations. 

If we consider that it is estimated that many of ISO 9002:1994 certified organisations in fact had 

design and development process, it is only natural that some organisations feel some difficulties 

when addressing the "application" clause of ISO 9001:2000, specially because they will have to 

consider that process in the QMS. 

Surely it is good to hear that not so many organisations have problems or difficulties when it 

comes to top management involvement and commitment. Nevertheless is strange that regardless 

of this fact almost 30% have difficulties with the availability of resources needed for an effective 

transition process. 


Legal requirements are, unfortunately, a problem for some organisations, even during ISO 9001/2 

or 3:1994 certification processes (ISO 9001:2000 is more explicit on this subject but, naturally, 

APCER audits have always addressed the fulfilment of legal requirements of products or 

services). Nevertheless a huge effort from government entities, ent repreneur associations and 

organisations’ top management can be noted and the implementation of a strong culture of legal 

conformity can be witnessed. 

Not surprisingly, new requirements and data collection (to support fact based management) is 

considered a difficulty by many of APCER clients (aprox. 30% of the organisations that have 

already implemented transition actions). 

Finally, the existence of many ISO 9001:2000 training courses on the Portuguese market explain 

the fact that few organisations (7%) considered training to be a problem. 38% of all APCER 

clients addressing this survey referred their interest in APCER training courses which can imply 

that organisations might want to get a better perception of the new standard before defining and 

implementing quality and transition plans. This can also explain some of the results presented 

previously. 

Significant, in APCER's point of view is the fact that 61% of the organisations that answered the 

questionnaire considered APCER activities in the field of information and awareness were 

sufficient to their needs. Also very relevant is that 62% of the organisations that considered those 

activities as insufficient or able to be improved presented suggestions and opportunities for 

improvement that, for sure, are going to be analysed and actions taken based on those 

recommendation, whenever considered appropriate. 

V - CONCLUSIONS 

First of all APCER wishes to thank all organisations that contributed to this survey with their 

answers and recommendations. 

The results gathered are very relevant and will support future initiatives from APCER, both 

internal and external, in order to consolidate this tool, promote client needs satisfaction and make 

the transition to ISO 9001:2000 as smooth as possible. 

APCER's leadership in the national market and high expectations of all interested parties on its 

initiatives supports APCER’s obligation on a job well done and, so, will continue to improve on 

pro-activity and constructive perspective that has characterised it's activity over the years, mostly 

due to the relevant contributions from IQNet. National and international developments on the very 

important issues covered by this survey are necessary. IQNet is surely committed to have a 

significant part in this movement for organisational and competitive advantages of its clients. 

You'll hear from us soon, with new initiatives and tools. 

Until then. 

APCER - your partner, for Portugal, now and in the future. 

IQNet – your partner for the World, now and in the future. 

PEDRO ALVES (info@apcer.pt) 

APCER IMPROVEMENT MANAGER 

AUGUST 2001 



Icontec: A NEW HORIZON FOR 

PUBLIC SERVICES IN LATIN 

AMERICA 

( Follow the complete article )

A NEW HORIZON FOR PUBLIC SERVICES IN 

LATIN AMERICA 

In the Latin American context of public services, few people could think that a 

public utility has ISO 9000 certifications. And if those public utilities are water 

supply, sewerage and garbage collection services, it would be less seemingly. 

Water Supply coverage Andean Countries – Total Population – Group 

Easy access: Any of the following types of technology providing potable water that are shared by the users outside the 

households: public sources, w ells with pump, drilled wells, natural springs, rain water collection, among others. 

Sewerage coverage Andean Countries – Total Population – Group 

In Situ: connection to septic tanks, latrines, among others. 

Nevertheless, a transformation process started a few years ago with the 

privatization and thus optimization of domiciliary public services in several Latin 

American cities.

Among the countries that have transformed public services we can cite Colombia 

and an example of it, is Triple A of Barranquilla, a company devoted to the 

provision of water, sewerage and garbage collection services that has today 

three quality certifications under the ISO 9001:2000 standard. 

The scopes of these certifications include processes such as: 

In Water Supply: 

Intake, treatment, distribution, billing, revenue collecting and customer service in 

potable water supply in the city of Barranquilla. 

In Sewerage: 

Collection, transportation, disposal, billing, revenue collecting and customer 

service in sewerage service in the city of Barranquilla. 

In Waste Water Treatment: 

Treatment process for waste water at “El Pueblo” treatment plant. 

In Works: 

Projects, contracting and auditing of water and sewerage works. 

In Garbage Collection: 

Management of waste collection service, road and public areas cleaning, 

transportation and final disposal of urban solid waste from the Barranquilla 

District, billing, revenue collecting and customer service in garbage collection 

service. 

Certification achievements under ISO 9000 standard are linked to other financial, 

commercial and operating achievements thanks to management activities that 

changed the company from a non viable company to a modern organization with 

massive social benefits. Besides, the company can be considered as a model of 

experience in the participation of private equity in potable water and basic 

sanitation modernization process, not only for Colombia but for Latin America. 

Lets see some figures to illustrate the above mentioned transformation process: 

In 1996 water supply coverage was no more than 78%, accrued losses were of 

US$17.9 million and net profit margin was –34%. 

It was then necessary to think about a definite solution, for that reason since 

October 1996, with the participation of the qualified partner INASSA S.A., Triple 

A has developed in the city of Barranquilla important undertakings towards 

excellence in public services provided, through the execution of infrastructure 

investment programs, technology contribution and development of improvement 

plans, within a Quality Management System that made possible to provide the 

community with an excellent service. 

It is important to underscore that the water service coverage in Barranquilla went 

from 66% in 1993 to 94% in the year 2000; sewerage coverage went from 54% 

to 80% and garbage collection coverage went from 67% to 100% in the same 

period.

In 1993 Triple A had 6,8 employees for each one thousand users, and due to 

internal restructuring process it went down to 3,2 in the year 2000. From 3,2 

million dollars in losses recorded in 1997, we obtained profits of 4.9 million 

dollars in 1999, consolidating it in the year 2000 obtaining profits for 12,2 million 

dollars. 

Metrics 

TRIPLE A DE 

B/Q S.A. E.S.P. – 

1993 

TRIPLE A DE 

B/Q S.A. E.S.P. – 

1996 

TRIPLE A DE B/Q 

S.A. E.S..P. – 

2000 

Water Supply Coverage 66% 78% 94% 

Sewerage Coverage 54% 68% 80% 

Garbage Collection Coverage 67% 90% 100% 

Micro metering Coverage 5% 25% 64% 

Non billed water 67% 55% 40% 

Number of employees/1000 users 6.8 5.4 3.17 

Number of users 141,486 171,192 250.434 

Water produced (m3/month) NA 17,209,218 14,510,633 

NA: Non available 

Company results are due to an important improvement in the company’s 

efficiency based in a Quality Management scheme allowing us to have 

controlled, well structured processes with set goals defined in the Annual Quality 

Plan. Said Plan is studied each month to check metrics performance so as to 

allow us to attain desired goals and to guarantee Continuous Improvement in all 

processes. 

Quality Management System has Maintenance Plans involving all mechanic, 

electric, electronic equipment and even infrastructure necessary to provide all 

services. It has a strict customer's claims and complaints analysis and it also 

rigorously assesses the level of satisfaction of our customers and the quality of 

the service provided in our offices. 

Besides the above-mentioned Quality System, effective investments have also 

been fundamental in the investment plans of the company for increasing 

coverage, replacing obsolete networks and for the purchase of equipment and 

technology. 

Among the most important investments, the one being carried out in the 

southwestern area of Barranquilla should be pointed out, because it includes 

water supply and sewerage services that will benefit 360.000 inhabitants 

distributed in 53 neighborhoods of the lowest socio-economic levels. Total value 

of said works is $44.9 million dollars and its being financed with funds from the 

Nation, District and Triple A. Completion is scheduled for mid 2002.

Today, after a social, administrative and technical transformation process, Triple 

A has attained high levels of administrative and operating efficiency as well as 

an important technological development. Especially a self-sustainable 

management model, that would not have been possible without the contribution 

of skilled personnel who with their work made possible the dream of making 

Triple A, a model company. 

This is evidenced by the level of satisfaction of our customers that may be 

observed in the following chart: 

PRODUCT AND SERVICE PERCEPTION OF WATER SUPPLY AND 

SEWERAGE 

(Survey carried out in June 2001 to 1300 users) 

Poor Fair Good Very Good 

Continuity in service provision 1% 9% 79% 11% 

Rapidity in correcting damages, 

repairs and maintenance 

1% 7% 65% 27% 

Water quality 1% 6% 85% 8% 

Sewerage service quality 1% 5% 89% 5% 

Customer Service quality 

Timeliness of billing 

How easy payment is 

2% 18% 75% 5% 

1% 7% 65% 27% 

0.5% 27% 78% 19% 

Triple A positive results and interest shown by some regions of the country and 

even some Latin American regions in associations and concession for service 

rendering, motivated the company to develop an expansion process. 

To export this process, two companies were created in 1999: one in charge of 

the expansion process: AAA Servicios and another one in charge of supporting 

logistics and supplies for all group companies: GIS Ltda. 

AAA Servicios is present in Dominican Republic, Ecuador, Venezuela and 

Colombia. 

At national level, AAA Servicios in year 2000 purchased an important set of 

shares from METROAGUA, a public service company in charge of water supply 

and sewerage in the Tourist District of Santa Marta, a city that has more than 

350.000 inhabitants.

At international level, AAA Servicios has extended its operations through AAA 

Dominicana S.A., AMAGUA C.E.M and AAA Servicios de Venezuela. The first 

company is in charge of commercial management of Water Supply and 

Sewerage service in the city of Santo Domingo, that has approximately 

2.500.000 inhabitants; AMAGUA C.E.M, operates water supply services in 

Sanborondon, Ecuador and AAA Servicios de Venezuela recently executed a 

management agreement by which it is in charge, since August 2001 and for a 

period of 30 months, of the water supply and sewerage service in the 21 

municipalities conforming the State of Zulia. 

With the support of expansion and with its experience in Process Management, 

the organization is separating itself from a sector that experienced in the last 

years financial crisis and operating deficiencies. 

Note: the company Price Waterhouse Coopers audits financial data. 

Historic Background of Barranquilla 

Capital of the Atlantico State, Barranquilla is 

the most important city in the Colombian 

Caribbean Sea, it is the fourth city in size of 

the country and it has approximately 

1.278.521 inhabitants. 

Located between the Magdalena river, the 

most important of the country and the 

Caribbean Sea, it has adequate industrial, 

port and airport and roads and 

telecommunications infrastructure. The 

Congress of the Republic of Colombia 

declared Barranquilla as Special Industrial 

and Port District, by Legislative Writ No. 01 

of August 17, 1993. 

cliente@icontec.org.co


“IQNet Tested Website” 

IT Security Made By IQNet 

Internet transaction security is the key to the success of any e-commerce 

application. No matter whether you are on a virtual shopping tour or booking 

your hotel room for your next business trip: you expect reliable and safe 

handling of your personal transaction data. However security is not the only key 

issue of a successful e-commerce application. The related business processes, 

e.g. product delivery or complaints handling, are also vital. And last but not least 

the functionality of the software used to support the e-business activities. 

Task Group-4 of the IQNet Standing Committee for Marketing and Development 

is currently elaborating an e-commerce certification scheme that will address 

these requirements. Partners in this project are DIN CERTCO of Germany 

and CISQ-CERTIWEB of Italy which have already gained experience in the 

evaluation of e-commerce solutions. 

For further information on 

this issue please contact 

one of the following addresses 

headoffice@iqnet.ch, 

markus.weber@dincertco.de or 

aga@igq.it (Ing. D.Agalbato) 

The IQNet approach is tailored to the degree of complexity of the e-commerce 

application. It comprises three different levels of evaluation depth: 

The basic level of the website certification scheme of IQNet covers the following 

evaluation modules: 

Content - legal compliance 

Privacy - legal compliance 

IT security according to BS 7799 

Quality management and business processes according to ISO 9001: 

2000 

The medium level adds a check of the functionality of the used software 

according to ISO/IEC 12119. 

The so-called premium level finally includes also a usability test of the e- 

commerce applicaton according to ISO 9241-10/-11. 

The benefits of the IQNet e-commerce certification scheme for clients are: 

Use of the well-known IQNet mark 

Comprehensive audit report 

Service scheme integrating various important standards, e.g. ISO 9000 

and BS 7799

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