ENQUETE DE SATISFACTION CLIENT

PROCESS: DESIGNING AND EXECUTING A PROJECT ASSIGNMENTGROUP PROCEDURE: PROJECT ASSIGNMENT EXECUTION BRIEF

CONFIDENTIAL - DOCUMENT FOR INTERNAL USE ONLYPROJECT ASSIGNMENT EXECUTION BRIEF (standard version for artelia international)

SECTOR:AI

TITLE OF PROJECT ASSIGNMENT:

BUSINESS UNIT: UNIT/DEPARTMENT:ACCOUNTING CODE:

NAME OF PROJECT MANAGER (PM):

INDEXJUSTIFICATION OF NEW INDEXDATE

0Creation

1. CLIENTS project1.1. general characteristics

NATURE OF CLIENTS PROJECT

SHORT Description OF PROJECT (INCLUDING COST OF STRUCTURE IF KNOWN)

Location

GENERAL SCHEDULE

1.2. PEOPLE INVOLVED AND RESPECTIVE ROLESClient

NAME OF CONTACT PERSON

OTHER PROJECT STAKEHOLDERSAppend list if available

2. ARTELIAS PROJECT ASSIGNMENT

Nature OF project assignment Break down main components of project assignment

COST OF SERVICES ( EXC. VAT)

COST OF SUBCONTRACTING ( EXC. VAT)Indicate amounts and specialities including for group internal subcontracting

Date OF BEGINNING project assignment

DurATION OF project assignmentSpecify any phases

RISK EVALUATION BOARDYes (indicate date and recommendations made in the report) or no

3. OPERATIONAL ORGANISATIONARTELIA TEAMList of team members by name (or enclose organisation chart if one exists for the project)

ESTIMATED WORK LOADNumber of months (or days or hours) foreseen per employee and per main phase of the project assignment source of information on price quotation sheet or BPO

Co-contractors/subcontractorsIndicate respective names and roles

DISTRIBUTION OF TASKS Clearly explain in this box or append a table if a large team is involved

TECHNICAL PROJECT REVIEWSAre reviews planned? If so, indicate frequency

4. HEALTH AND SAFETY OF ARTELIA AND SUBCONTRACTORS STAFFList health and safety requirements to be observed by Artelia and subcontractors staff (standard or specific risks to your site)5. ENVIRONMENT AND SUSTAINABLE DEVELOPMENTList environmental constraints related to the project and outline clients requests or opportunities to apply a sustainable development approach.6. RISK management

In this section you are required to provide your vision of the project and your project assignment by carrying out a risk analysis. Identifying particular risks means initiating a specific monitoring procedure as soon as this brief is completed.6.1. RISK ANALYSISAnalysing the risks involved in the project and your project assignment gives an assessment of the likelihood that it will be not completed as planned (compliance with specifications, deadlines, costs, etc.).The analysis is based on two classes of question, one concerning the risks associated with the clients project and the other the risks associated with Artelias project assignment. At the same time, the likelihood and level of the corresponding impacts is estimated.The risk analysis is based on a standard template that may evolve depending on the specific features of the project and project assignment. It is to be done by putting a cross in the corresponding box in the case of proven risk (or in the not applicable column), and completed with a list of risks not mentioned in the questions.Depending on the risks identified, an action plan is to be initiated via the present project execution brief.

RISKS ARE TO BE EVALUATED ON THE BASIS OF THE FOLLOWING STATEMENTSnot appli-cableunlikelyvery likely

moderate impact high impact moderate impact high impact

clients project

client RISKS

Artelia knows the client well and has good relations with him

The clients programme is finalised

The client will take his decision within a normal period of time

Those involved will be suitable and appointed in good time

The planned process for communicating with the client will be efficient

administratiVE RISKS

Administrative and statutory requirements fully under control

contractuAL RISKS

Our responsibilities are of the usual type (cf. standard contracts)

Suspension/termination clauses are normal

Cases of force majeure are taken into account

Penalties are of the conventional type (cf. standard contracts)

Insurance clauses are correct (cf. standard contracts)

Provision is made for compensation in the event of demobilisation

JOINT VENTURE risKS

We are confident in the joint venture (design-build, general contracting services, PPP, etc.)

FINANCIAL risKS

The client is solvent or appropriate arrangements have been made

The clients budget is realistic and project funding has been secured

The terms of payment are normal

The client has a reputation for paying on time

TECHNICAL risKS

Soil studies exist and are reliable

The general construction technique is known

The study schedule is realistic

The works schedule is realistic

The project is covered by a specific quality approach

Personal safety is considered a priority

The environmental approach is of the usual type

COUNTRY-SPECIFIC RISKS (International PROJECTS)

The country is politically stable

Local regulations are well understood

Government intervention is not usual

Exchange rates, taxes/duties, VAT repayments are secure

It is possible to repatriate our profits

General safety (relating to accidents, disasters, etc.) is normal

ARTELIAS project assignment

The profit margin is realistic

The workforce is suitably sized

The type of project assignment is familiar to us

The deadlines can be kept without any observable difficulty

The project assignment will continue through to completion

No special handlingXX

What actions will you take if the risk identified occurs?X

What actions will you take from the outset to manage the risk identified?XX

7. RISK attenuation ACTION PLANIn the event of proven risk according to the above analysis (or other risk), indicate below the actions you intend to take in anticipation and apply in particular during the execution of the project assignment.

8. MONITORING THE Project assignment What type of monitoring will you introduce?

Self-audit

Simple control Name of person:

In-depth control Name of person:

Are any contract reviews planned?Yes Frequency:

No

9. statuS OF project assignment (IF KNOWN)

Sensitive project assignment

Project assignment under reinforced supervision

Project assignment with particular status: Specify:

Not applicable

10. ANNEXES 1. Delegation of Responsibility (mandatory at creation stage of the Project Execution Brief) 2. Client Responsiveness Questionnaire (optional)

3. Client Expectations Map (optional)

Project managerAssignment overhead manager

Name:Name:

Signature:Signature

Witness / Sector SDQS manager

Name:

Signature:Distribution circuit following signature:SDQS ---> PM ---> all Artelia employees involved in the project assignment

ANNEX 1DELEGATION OF RESPONSIBILITY

I the undersigned, ,, acting in my position as . for , simplified joint stock company with a registered capital of and registered on the Trade and Companies Register of under the number ..,

have decided to appoint you as manager for the project assignment [title, accounting number] and in this respect you have responsibility for the contractual, technical, financial and commercial management of the said project assignment,

have decided to delegate to you for this project assignment part of my powers according to the conditions below:

1. ApplicationIn the framework of the above project assignment, you are responsible for monitoring compliance with the legal and statutory provisions relating to this project assignment, in particular but not limited to: health and safety,

urban development, construction and the environment,

economic regulations (business, competition and public and private contract regulations),

workplace regulations concerning the activity and assignments carried out by the company (including its contractors) in the context of executing project assignments.

2. Conditions of the delegationIn order to carry out your responsibilities, you are granted autonomy enabling to act in the interest of the Company on project assignments and in fields to which you are delegated in line with Artelia group internal rules outlined in the Management System.Thus you have sufficient authority and skill and will have the human and material resources to carry out your assignment. Should you judge it necessary for matters connected with technical aspects or legal and statutory provisions, you are entitled to call for help from experts working in the operational units and support service departments of the Artelia Group, as well as advice from external advisors whose services are regularly used by the Company and the Artelia Group or other external specialists to be chosen on a case-by-case basis for more specific points. At your request, your managers may assist you in identifying such support.You are hereby notified that this responsibility is accorded in line with the limits of the Companys obligations, which can result in sanctions in the event or failure with respect to the project assignment entrusted to you, to the exclusion of responsibilities incumbent on other parties involved in the project and/or on the relevant health and safety institutions. You cannot delegate these powers.

Any obstacles you encounter that could prevent the execution of the project assignment must be reported to me.

3. DurationThese powers are accorded for the length of the project assignment as detailed in the attached project execution brief.

I reserve the right to suspend or revoke the responsibility delegated herein without any modification to your position.

Date:

Authorising manager

Name: I hereby accept the delegation

The Delegate Project ManagerName: Signature:ANNEX 2: CLIENT RESPONSIVENESS QUESTIONNAIRE We aim to provide a responsive service to you that meets your business needs.

What is the best way of communicating with you?

How quickly would you like us to respond to you?

What deadlines for issuing information do we need to agree?

How often should we keep in touch?

What specific quality standards do we need to agree?

Anything else we need to know?

Project Name:

Job No:

Date:

Project Stage:

Review When?

Completed at meeting with:

_____________________________________and_________________________________

ClientArtelia

Risk attenuation action plan

Client :

Annex 3: Client Expectations Map

Client:

Meet deadlines

Provide accurate reports and documents

PLEASE IDENTIFY 3-5

KEY EXPECTATIONS

2

1

Comments

(

Reliability

Project assignment identification

No:

Name:

::t

Be excellent communicators

Work with integrity

Keep us fully informed

Be thoroughly knowledgeable on relevant topics

Be open and honest in all communications

Employ highly competent professionals

Manage costs effectively

Bring relevant experience to the work

Assurance

Be focused on solutions and problem-solving

21

Maintain a can-do attitude

20

Work in a timely manner

19

Respond promptly

Take a proactive approach to the work

18

17

Understand our industry or sector

Be dedicated partners

Be flexible

Be readily accessible

Understand our needs and requirements

16

15

14

13

12

11

10

9

8

7

6

5

4

3

Keep within the budget

Responsiveness

Empathy

Completed at meeting with

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CLIENTand ARTELIA

Date

Follow Up Date?

Service Quality

AI-MIS-A0200a STANDARD PROJECT ASSIGNMENT EXECUTION BRIEF AI1/7

27 May 2013