Higher Education and Research Institution,
for the training of veterinarians, agricultural engineers and
veterinary public health inspectors
Quality Manual
Writing: Marie BOUCHARD Quality Manager
Audit: Stéphane VAXELAIRE Chief of Staff
Approval: Emmanuelle SOUBEYRAN Dean
Implementation: January 2020
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 2 sur 15
Table of Contents
1. Introduction ...................................................................................................................... 3
1.1 History of VetAgro Sup ................................................................................................... 3
1.2. VetAgro Sup in figures .................................................................................................. 3
1.3 Tasks and activities ......................................................................................................... 4
1.4. Purpose of the Quality Manual ................................................................................... 5
2. Scope of the Manual ...................................................................................................... 6
3. Quality Management System ........................................................................................ 7
3.1 Implementation of the Quality Policy ......................................................................... 7
3.1.1. Process mapping ................................................................................................... 8
3.1.2. Monitoring, measurement and analysis ............................................................. 8
3.2. Planning ........................................................................................................................ 10
3.3. Awareness .................................................................................................................... 10
3.4. Documentation requirements ................................................................................... 11
4. Management's Responsibility ....................................................................................... 12
4.1. Quality policy ............................................................................................................... 12
4.2. Planning ........................................................................................................................ 12
4.3. Responsibility, authority, competence and communication ............................... 13
4.3.1. Responsibility and authority ................................................................................ 13
4.3.2. Management representative ............................................................................ 14
4.3.3. Internal communication ..................................................................................... 14
5. Conclusion .......................................................................................................................... 15
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 3 sur 15
1. Introduction
1.1 History of VetAgro Sup
VetAgro Sup was created in 2010 from the merge of the National Veterinary
School of Lyon, the National School of Veterinary Services and the National
Engineering School of Agricultural Work of Clermont-Ferrand.
VetAgro Sup is a higher education and research establishment under the
supervision of the Ministry of Food and Agriculture. It develops training and
research activities that naturally in line with the key thematic «Global Health»,
a rising from the interface between human, animal and environmental health.
The Institution has expertise that supports national, European and international
economic actors in the fields of Food, Animal Health, Agronomic Sciences and
Environment.
1.2. VetAgro Sup in figures
Sources: VetAgro Sup Facts and Figures 2018
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 4 sur 15
1.3 Tasks and activities
The main missions of VetAgro Sup are higher education, research and the valorisation
of knowledge through expertise.
Sources: VetAgro Sup Facts and Figures 2018
Higher education
This institution is the only French structure to train agricultural engineers, veterinary
doctors and veterinary public health inspectors within a public establishment of a
scientific, cultural and professional nature (EPCSCP). This model is in line with
international models, reinforcing the international legibility of the establishment.
In addition to the main training courses listed above, VetAgro Sup also offers co-
accredited Masters, Licences and post-DEFV (Diplomas of Veterinary Specialisation)
courses:
o Master " Sectorial Management " ;
o Master "Biodiversity, Ecology and Evolution";
o Master "Integrative Biology and Physiology";
o Master's degree in "Cancer";
o Master "Microbiology";
o Master's Degree in Pharmaceutical Sciences;
o Master's degree in "Territorial Management and Local Development";
o Master's degree in Plant Biology;
o Master's degree in "Biology - Health";
o Master's degree in "Agricultural, food and environmental sciences and
technology";
o Master's Degree in "Comparative Public Policies and Governments";
o Professional degree "Organic Agriculture: Consulting and Development";
o Professional degree "Animal Production: Technologies in Physiology and
Physiopathology";
o Boarding schools (pets, ruminants, horses);
o Residential schools (equine surgery, equine internal medicine, pet surgery,
animal reproduction, pet internal medicine, dermatology, oncology);
o Certificates of Advanced Veterinary Studies;
o Diplomas of Specialized Veterinary Studies.
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 5 sur 15
The master's degree "Social and Health Policy Issues", in which VetAgro Sup
participates, is open to veterinary students and agricultural engineers.
Research
The teacher-researchers on both campuses work in 9 Mixed Research Units (UMR), 3
Own Units or as a teacher-researcher in individual scientific activity in a research unit
outside VetAgro Sup. They work together on common themes:
o Accompanying the transition of agricultural and agri-food production systems;
o Controlling health risks;
o Promoting quality of life and combating disabling human and animal diseases.
Exploitation of knowledge/expertise
Given the quality of expertise of its researchers, the competence of its technical staff
and the performance of its scientific equipment, VetAgro Sup offers a wide range of
services to industrialists and institutional partners:
o Organoleptic, nutritional and health analyses of food;
o Auditing and monitoring of farms, animal welfare;
o Agronomic expertise;
o Territorial development engineering;
o Development of new animal models, new therapeutics and medical devices;
o Clinical and preclinical analyses;
o Wildlife;
o Clinical and diagnostic expertise.
In its 2016-2020 Establishment Project, VetAgro Sup sets out all of its assets enabling it
to be a major player in the development of global health. It wishes to make it the
central axis of its action and thus contribute to the physical, mental and social well-
being of mankind.
1.4. Purpose of the Quality Manual
The Quality Manual gives a description of VetAgro Sup's Quality Management System,
based on the ISO 9001 standard (current version). The process approach of the system
allows a transverse piloting of the Establishment in all its components and allows to go
beyond the organization chart.
This VetAgro Sup system presentation complies with the European Association of
Veterinary Education Establishments (AEEEV) standards and integrates the ESG
standards (Standards and Guidelines for quality assurance in the European higher
education area), which are also monitored by the Commission of Engineers degrees
(CTI).
It is an evolving quality document, revised as necessary, under the responsibility of the
VetAgro Sup Quality Manager, which describes the implementation of VetAgro Sup's
quality policy, the targeted objectives associated with it and the measurement of the
effectiveness of this implementation.
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 6 sur 15
Diffusion
The Quality Manual (current version) is available on the Intranet and the VetAgro
Sup’s website.
Modification and updating
The Quality Manual is modified whenever the VetAgro Sup organization requires it.
However, it is reviewed at least once a year.
2. Scope of the Manual
The Quality Management System applies to the different functional units of VetAgro
sup, whether they are in charge of teaching activities (initial and further training),
scientific activities, exploitation of results/expertise activities or associated support or
management activities.
VetAgro Sup has chosen to set up its Quality Management System on the basis of the
ISO 9001 standard, without, however, opting for certification for the entire perimeter
of VetAgro Sup.
At the same time, within VetAgro Sup, certain technical platforms have implemented
a specific QMS, according to standards adapted to the activity.
For example:
BioVetim has been compliant with Good Laboratory
Practices - GLP (decree of 14 March 2000 - ANSM) since
2002;
Biovivo is accredited by the AAALAC (Association for
Assessment and Accreditation of Laboratory Animal Care
International) and offers to conduct GLP-compliant study
phases;
LMAP/LNR STEC is accredited, for certain analyses it carries
out, by the COFRAC laboratories section, according to the
NF EN ISO/CEI 17 025 standard, under the n°1-5902 (scope
available on www.cofrac.fr);
BRC CryAnim is certified NF S-96 900 and ISO 9001;
The licence Pro ABCD, carried by VetAgro Sup and the
Clermont Auvergne University is certified ISO 9001 for its
activities of coordination of the network of partner
establishments;
CPVL fully meets the requirements of ISO 9001, in
accordance with the expectations of ANSES, which audits its
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 7 sur 15
operation ;
The Leptospires and Veterinary Analysis Laboratory (LAV) and the food
characterization laboratories operate according to the principles of ISO 9001, while
the Medical Biology Laboratory bases its operation on a QMS that follows the
requirements of ISO 15 189 with the aim of being able to accommodate a clinical
pathology resident. Finally, the Toxicology laboratory is based on the ISO 17025
standard for carrying out its analyses.
These structures have specific documentation in accordance with the chosen
reference frame. Their support activities, centralised by the Establishment, are carried
out under the cover of a Collaboration Charter.
3. Quality Management System
3.1 Implementation of the Quality Policy
The drafting and dissemination of the Quality Policy by the management shows its
commitment to do everything possible to obtain the satisfaction of all stakeholders, to
maintain performance and to adopt a continuous improvement approach.
VetAgro Sup wants to maintain and bring to life a quality management system
adapted to the teaching, research, development and support processes of the
institution. VetAgro Sup also aims to set up or maintain quality management systems
within the laboratories and technical platforms according to the reference systems
adapted to each activity (COFRAC ISO NF EN CEI 17 025 accreditation, GLP
compliance, AAALAC accreditation, ISO 9001 or NF S96-900 certification).
To reach this level, quality objectives are defined by management, taking into
account the needs and obligations of the organization, the results of management
reviews, current performance and the degree of satisfaction of stakeholders. These
objectives are validated during the quality management review.
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 8 sur 15
In order to meet the requirements of the defined objectives, management implements
quality planning. The objectives are consistent with the quality policy; they are
translated into quality indicators.
The fundamental management principles, defined by the management of VetAgro
Sup, to achieve the quality objectives are:
o The development of listening to the stakeholders through a better
understanding of the needs expressed;
o The involvement of all VetAgro Sup departments and divisions;
o The continuous improvement which constitutes a permanent objective;
o Decision-making based on the analysis of data and information collected;
o The process approach.
3.1.1. Process mapping
3.1.2. Monitoring, measurement and analysis
a. Improvements and corrective/preventive actions
The main objective of VetAgro Sup's quality approach is to put in place the necessary
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 9 sur 15
conditions for the continuous improvement of practices. To this end, non-conformities
and complaints must be seen as opportunities for improvement and their reporting is
encouraged.
The non-respect of a requirement defined by a reference frame or an internal
document, as well as any positive or negative information coming from a third party
(internal or external stakeholders) must be recorded by the MAN-QUAL process
"Implementing Quality Management", to maintain the efficiency of the VetAgro Sup
QMS and to install the Establishment in a sustainable continuous improvement process.
The collection of this information can be done in several ways:
o Following an audit (internal or external);
o By the evaluation of process indicators;
o By the occurrence of a problem, recurring or not;
o By the review of Quality documents;
o By feedback from various stakeholders (CHUV customers, VetAgro Sup staff and
services, students, suppliers, external service providers, etc.).
Any possibility of improvement is also the subject of a "Improvement Actions" form.
This form gives guidelines for:
o Define the dysfunction;
o Highlighting its source;
o Analyze and describe its identified root cause;
o Define the actions to be taken (immediate actions to deal with the
consequences of the malfunction, corrective actions to eliminate the causes
of the malfunction and prevent its recurrence, and preventive actions to
eliminate the causes of a potential malfunction following a risk analysis).
o Define the action plan (who? does what? for when? how?) ;
o Verify and evaluate the effectiveness of the actions implemented.
It will only be completed at the end of this last stage.
All the "improvement sheets" are analyzed and synthesized for the quality
management review.
b. Audits
VetAgro Sup sets up internal audits according to a frequency defined in the audit plan
in order to continuously improve. A dozen or so VetAgro Sup staff, from different core
businesses, are authorized to carry out audits following an accreditation process that
includes theoretical and practical training. The establishment also has a very strong
culture of evaluation and welcomes several times a year and according to the
specific schedules for each evaluation, external auditors / evaluators / inspectors,
both French and international.
c. Indicators
In accordance with the requirements of the ISO 9001 standard, each process is
measured by indicators set in quality management reviews. These indicators make it
possible to analyze the operation and efficiency of the processes, to measure the
results obtained, to define areas for improvement and to set targeted and measurable
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 10 sur 15
objectives for staff and stakeholders in the process. They include, for example, the
indicators of the Contract of Objectives and Performance (COP) and those of the
accreditations of the two curricula (AEEEV and AVMA for the veterinary curriculum,
and CTI for the agronomy curriculum).
3.2. Planning
The second VetAgro Sup Quality Management Review was held on 20 March 2019. It
initiates a regular (annual), methodical review process undertaken by Management
to determine the relevance, adequacy, effectiveness and efficiency of the QMS in
relation to the analysis of the environment (strengths and weaknesses / threats and
opportunities) and the internal and external issues arising from it. It decides on the
need to adapt the Quality Policy and quality objectives to the changing needs of the
stakeholders.
At the end of each Quality Management Review, an action plan (nature of the action,
implementation period, definition of responsibilities) is defined, with targeted
objectives. The quality committee must review all these parameters after 6 months and
report on what has already been achieved and what remains to be done.
Continuous improvement is also regularly discussed during the various councils (Board
of Directors, Scientific Council, Teaching and Student Life Council, etc.). Efficient
reporting of these board meetings allows for regular updates of the action plan.
3.3. Awareness
Awareness of quality and the quality management system is carried out by:
o Meetings of the quality committee (quality managers and correspondents),
o Intra-departmental quality meetings, on specific topics related or not to
evaluations,
o Items in General Meetings to all staff,
o The quality points mentioned in the minutes of the Management Committee
meetings,
o Circulation of the quality management review report,
o The participation of the members of the Quality, Health and Safety Division in
the COMHYC (Comité d'Hygiène des Cliniques),
o Internal quality training offered to all staff (training in auditing, document
writing, metrology, system quality or VetAgro Sup QMS),
o The participation of members of the Quality, Health and Safety Department in
the discussions and improvements to be implemented following the various
external audits, assessments and inspections to which the establishment is
subject as a result of its activities.
These meetings make it possible to:
o to give information on the general functioning of the quality management
system;
o to make the staff aware of their quality function in the performance of their
daily work;
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 11 sur 15
o to take into account everyone's comments and proposals for possible
improvements;
o to give concrete expression to the application of quality at all levels.
This awareness-raising is carried out by the staff of the quality, health and safety
department and/or the quality correspondents.
3.4. Documentation requirements
The documentation system of VetAgro Sup follows the following pyramidal
organization:
The Quality policy, which specifies the commitment of the Management,
formalizes its strategy, from which its objectives are derived;
The quality manual, which describes the organization of the Establishment from
the point of view of quality;
The process sheets, which formalize the framework of the Quality Management
System;
The procedures, which describe an action or a task in a global way;
The operating procedures and instructions, which describe an action or task in
detail, and which serve as a training support at the workstation for newcomers;
Records, which are evidence of the completion of the actions mentioned in
the procedures and operating procedures;
Appendices, which are all other documents that need to be mastered. They
may be indispensable for understanding.
Elaboration and codification of documents
The quality manual is written and kept up to date by the VetAgro Sup Quality
Quality Policy
Quality Manual
Process Sheets
Procedures
Operating procedures
Records - Appendices - Instructions
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 12 sur 15
Manager. It is approved by the Management of VetAgro Sup.
The process sheets are written by the quality manager or the quality correspondent(s)
concerned. All other documents may be written by any person with the skills to
describe the tasks and procedures.
The elaboration of the internal quality documents is carried out according to the
procedure MAN-QUAL-P001.
In order to uniquely identify each element of the quality management system, each
quality document is identified by a document code. The codification is defined by the
annex MAN-QUAL-P001-A01.
4. Management's Responsibility
4.1. Quality policy
VetAgro Sup has a global quality policy, taking care of the follow-up of all correlated
activities and their results, as well as the implementation of curative, corrective and
preventive actions.
4.2. Planning
The quality approach is at the service of VetAgro Sup's strategy development and
management. During the quality management review, indicators are analyzed and
objectives are set. This analysis makes it possible to plan any changes to the quality
management system and to rule on its effectiveness. It is also decided on the possibility
of modifying or creating processes, modifying or creating indicators, adapting the
necessary resources (personnel, training, material, documentation).
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 13 sur 15
4.3. Responsibility, authority, competence and communication
4.3.1. Responsibility and authority
The organisation chart of VetAgro Sup in application is available on the institutional
Internet site (simplified version) and on the Institution's Intranet site (detailed version).
Sources : VetAgro Sup Facts and figures 2018
Each functional unit draws up detailed organization charts under its own responsibility.
It shall indicate the main tasks of each agent of VetAgro Sup. These organization
charts shall be supplemented by job descriptions summarizing, for each member of
staff, the duties and tasks carried out and the level of mastery of the skills identified.
These job descriptions are reviewed each year during the professional interview and
modified if necessary.
The Management provides the resources necessary for the correct operation and
improvement of the Quality Management System, as well as for compliance with
customer requirements. The departments, assisted by the Quality Manager, make the
best use of these resources to optimize working conditions and customer satisfaction.
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 14 sur 15
Each year, the Human Resources department carries out a survey of individual
continuing education needs. These records are completed by each employee and
validated by the line manager.
These training records are studied by management, which defines priority training
areas.
An annual training plan is drawn up. It includes the quality training provided in-house.
The quality of training is measured by an on-the-job evaluation, while its long-term
effectiveness is assessed by managers during annual interviews.
The quality manager shall report periodically on the functioning of the quality
management system. His role is to raise staff awareness and develop the quality spirit
at all levels of the establishment.
The responsibilities of the Quality Manager are supplemented by the responsibilities of
each employee, who guarantee quality at their level of operation, implementing the
Quality policy established by Management for the entire establishment.
4.3.2. Management representative
Management appoints its quality manager to represent the management and ensure
compliance with the Quality System. As part of his duties, he participates in particular
in the implementation of the institution's Quality Policy and ensures compliance with
the Quality requirements of its internal and external customers. To this end, he has the
organizational independence to resolve issues relating to quality management.
VetAgro Sup's quality department, which also coordinates health and safety actions,
is made up of 7 quality specialists, including a metrologist, each of whom specialises
in the application of a quality reference system and is delegated to those VetAgro
Sup laboratories or entities that require it, the prevention advisor and the accreditation
advisor. This team ensures, in collaboration with the personnel of the entities
concerned, the deployment and monitoring of quality management systems, thus
meeting the requirements of the authorities (ANSM for GLP-compliant laboratories and
DDPP for certain structures such as pet shops or breeding station) and auditors in the
context of accreditations and certifications.
The Accreditation Advisor (member of the Management Board) is appointed by
VetAgro Sup. He is responsible for defining the accreditation strategy of the
Establishment. He programs, prepares and monitors the activities necessary to
maintain the current accreditations: AEEEV, AVMA and CTI/EUR-ACE. He is also in
charge of supervising the evaluation by HCERES.
He is in charge of coordinating the drafting of progress reports and self-assessment
reports prior to visits by delegations, and coordinates the visits.
4.3.3. Internal communication
Communication takes place at the different levels of the Institution:
o At the weekly Management Committee meetings: The quality, health
Quality Manual Code du document :
Manuel Qualité
Indice de révision :
Version 2
Page 15 sur 15
and safety points are mentioned in the report distributed to all;
o During Quality Management Reviews which judge the effectiveness of
each process, previously analyzed and reviewed by its pilot in
collaboration with the quality managers;
o During the distribution of internal or external audit reports or during
summaries of audits carried out, particularly during meetings;
o On the Intranet, where the QMS documents are available;
o On the Internet site, where information from the Quality-Hygiene Safety
division and information concerning accreditations (planning,
certifications and accreditations) is available.
5. Conclusion
This manual is not intended to be exhaustive on a subject as vast as "quality
management" but to give a global vision of quality as it is deployed within VetAgro
Sup. To date, the quality document base is composed of nearly 600 documents, which
are constantly reviewed and updated, contributing to the efficiency of the QMS.
The reading of this quality manual highlights the willingness of VetAgro Sup
management to instill a quality approach in all the activities of the Establishment, of
which continuous improvement is the mainstay.