The RATP quality policy is articulated into two main approaches: optimisation of the internal organisation (certification in compliance with ISO 9000, "process" procedures, etc.) and commitments to objectives, spearheaded by NF service certification. An offshoot of the service standards that had opened the way towards new forms of commitment to quality, NF service certification has given new
... [Show full abstract] meaning to daily procedures for RATP personnel, based on a set of indicators specifically useful for on-the-ground management.