2010 Activity Report - Bureau Veritas

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Corporate social responsibilityMeeting stakeholderexpectationsThe Group has strengthened its organization and developed initiatives to foster closeand constructive relationships with its key stakeholders.Authorities and regulatorsMany services require local, regional or globallicences to operate, issued by public authoritiesor professional organizations as well as regularauthorization renewal. Each Bureau Veritasbusiness has a department to handle relationshipswith authorities and regulators. In 2010, wereinforced our corporate Technical, Qualityand Risk Management (TQR) function in chargeof maintaining and expanding the Group’s portfolioof accreditations.Financial communityBureau Veritas is committed to providing investorsand the financial community with full, frequentinformation on the Group’s businesses, strategyand prospects. In 2010, our top managementmet with over 400 investors in France, the UK,the US, Switzerland, Italy and Germany.All Group publications, including press releases,financial reports and regulatory information,are available on the Group’s website.34
760accreditationsanddelegationsMeetings with400investors42internationalworkshops andcommitteesCLIENT SATISFACTIONWe conduct surveys of our customers to determinetheir level of satisfaction with our services and the areaswhere we can improve. The surveys enable us to deviseinnovative solutions and help customers boost theirown performance.AVERAGE COMPLAINTRESOLUTION TIMEin days50293108 09 10Client relationshipsIn serving some 400,000 clients worldwide, BureauVeritas aims to be a trusted partner, constantlyadapting to its clients’ changing needs and improvingits service delivery.The Group is investing in internal web platforms andinformation systems to optimize inspection andcertification service delivery.The new systems enhance client satisfactionthrough faster, more efficient scheduling andreporting. They will be fully operational in fourof our eight businesses by the end of 2011.In 2010, our Industry & Facilities division held20 client workshops around the world and ourMarine business hosted 22 national andinternational committee meetings. Theseconsultations with clients and regulatory bodiesoffer opportunities to significantly improveour services.BUREAU VERITAS 2010 ACTIVITY REPORT 35
Page 1 and 2: 2010 Activity Report
Page 5 and 6: TitreOur broad range of services is
Page 8 and 9: Interview with the Chairman and Chi
Page 10 and 11: Interview with the Chairman and Chi
Page 12 and 13: Key figuresIn a context of slow eco
Page 14 and 15: Bureau Veritas and its shareholders
Page 16 and 17: Our businessesMARINE • INDUSTRY
Page 18 and 19: MarineLeveraging ourtechnical exper
Page 20 and 21: IndustryWhen conformity andreliabil
Page 22 and 23: In-Service Inspection & Verificatio
Page 24 and 25: ConstructionAdjusting our service m
Page 26 and 27: CertificationRising engagementin en
Page 28 and 29: CommoditiesA decisive step forwardi
Page 30 and 31: Consumer productsInnovative solutio
Page 32 and 33: Government Services & International
Page 34 and 35: Corporate socialBureau Veritas focu
Page 38 and 39: Corporate social responsibilityComp
Page 40 and 41: Corporate social responsibilityEnga
Page 42 and 43: Corporate social responsibilityProt
Page 44 and 45: Consolidated financial statementsSU
Page 46: MoreaboutBureauVeritaswww.bureauver

2010 Activity Report - Bureau Veritas

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