Background on ISO Process Quality Standards

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Lynne Ashlyn Bond
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2 Background on ISO Process Quality Standards ISO 20252: Market, Opinion and Social Research Released in 2006 ISO 26362: Access Panels in Market, Opinion and Social Research Released in 2009 Specific to research businesses and their quality management systems Recognized internationally as quality control standards for research project management processes Focus on those business activities that impact (a) the quality of service delivery to the client (b) the integrity of the project s outcome

management systems Recognized internationally as quality control standards for research project management processes Focus

3 Background on ISO Process Quality Standards ISO 20252: Market, Opinion and Social Research Key Areas Quality Management System Requirements Organization & Responsibilities Confidentiality Documentation Requirements Competence & Training Subcontracting Reviewing Effectiveness of the System Managing the Executive Elements of Research Data Collection Data Management & Processing Reporting on Research Projects

Documentation Requirements Competence & Training Subcontracting Reviewing Effectiveness of the System

4 Background on ISO Process Quality Standards ISO Access Panels for Market, Opinion and Social Research Key Areas About 60-70% of ISO applies, plus: Recruitment of New Panel Members Panel Structure and Size Panel Management Panel Usage Client Reporting Professional Rules of Conduct

20252 applies, plus: Recruitment of New Panel Members Panel Structure and

5 CASRO Institute for Research Quality (CIRQ) WHAT: A non-profit certification body established as an independent subsidiary of CASRO, in compliance with ISO/IEC Guide 65 governing certification bodies Independently audited once each year WHY: CASRO is uniquely positioned to establish this ISO certification body, which will provide credible auditing and certification services for several reasons: CASRO has headed the Delegation to the ISO Technical Committee that developed, and now periodically reviews, the and standards for nearly 10 years A natural fit with the CASRO Mission: to advance the interests and professionalism of research businesses Provides another means to advocate and promote our industry s self-regulation Rounds out CASRO s 3-pillar quality program

reasons: CASRO has headed the Delegation to the ISO Technical Committee that developed, and now periodically reviews, the 20252 and 26362 standards for nearly 10 years A natural fit with the

Research Quality Management Standards of Ethics and Law CASRO Code of Standards Professional Codes National & Global Regulations ISO 20252 ISO

6 Research Quality Management Standards of Ethics and Law CASRO Code of Standards Professional Codes National & Global Regulations ISO ISO Social Science Statistical Applications Information Technology Standards of Process for Research Project Management Standards of Practice

ISO 26362 Social Science Statistical Applications Information

7 What s required of you to achieve ISO certification? Review & familiarize yourself with the Standards: Document your research processes as required ISO or ISO or Integrated Standards ISO 20252/26362 Maintain records as required Internally audit to ensure compliance & traceability Annual CIRQ audits

processes as required ISO 20252 or ISO 26362 or Integrated Standards ISO

8 Getting your company ready for ISO Certification Purchase ISO Standard (ISO and/or 26362) Appoint a quality manager or team Review standard for defining clauses that apply to your business (highlighting shall procedure document record )

manager or team Review standard for defining clauses that

9 Getting your company ready for ISO Certification Purchase ISO Standard (ISO and/or 26362) Appoint a quality manager or team Review standard (highlighting shall procedure document record ) Identify gaps between ISO requirements and company processes Determine how the gaps will be addressed: what, how, who Develop Quality Management System: Quality Manual, Procedures, Documents, Internal audit system, etc.

between ISO requirements and company processes Determine how the gaps will be addressed: what, how, who

10 Early Steps in the Process Prepare the Scope of your Quality Management System; it s required by the Standard A description of the marketing research services provided by your business and the geographic locations in which all or some of these services are prepared or produced. This is the description against which your company will be audited Framework for a Quality Management System Quality Manual Policies Procedures Records Legal and Self-Regulation Training and Development

some of these services are prepared or produced.

11 Getting your company ready for ISO Certification Purchase ISO Standard (ISO and/or 26362) Appoint a quality manager or team Review standard (highlighting shall procedure document record ) Identify gaps between ISO requirements and company processes Determine how the gaps will be addressed: what, how, who Develop Quality Management System: Quality Manual, Procedures, Documents, Internal audit system, etc. Consider CASRO resources or external consultants: ISO information on CASRO website CASRO ISO Research Tools (guidelines, checklists, templates) CASRO educational webinars

addressed: what, how, who Develop Quality Management System: Quality Manual, Procedures, Documents, Internal audit system, etc.

12 CASRO s Educational Role in ISO Implementation CASRO Website -- Website Resources ISO Fundamentals presentation (PowerPoint with voice over) Simple Overviews to prepare for implementation ISO ISO ISO and (integrated audit) FAQs about Certifying to ISO and/or Framework for a Quality Management System

cfm Website Resources ISO Fundamentals presentation (PowerPoint with voice over) Simple

13 CASRO s Educational Role in ISO Implementation Website Resources ISO Implementation Tools (individual and package pricing for members/nonmembers) I. ISO Quality Manual Description and Guidance II. ISO Procedures Description and Templates III. ISO Audit Checklists and Reports IV. ISO Forms and Templates V. Webinars ISO Access Panel Capability and Technical Requirements VI. ISO Implementation Guide ISO How to do it 4-part series; 2 hours each Targeted to Quality managers

ISO 20252 Audit Checklists and Reports IV. ISO 20252 Forms and Templates V.

14 Getting your company ready for ISO Certification Purchase ISO Standard (ISO and/or 26362) Appoint a quality manager or team Review standard (highlighting shall procedure document record ) Identify gaps between ISO requirements and company processes Determine how the gaps will be addressed: what, how, who Develop Quality Management System: Quality Manual, Procedures, Documents, Internal audit system, etc. Consider CASRO resources or external consultants: ISO information on CASRO website CASRO ISO Research Tools (guidelines, checklists, templates) CASRO educational webinars Implement quality management system (procedures; documents; records) Submit Application for Audit and Certification Services to CIRQ

Manual, Procedures, Documents, Internal audit system, etc.

15 Research Business (Client) and CIRQ Work Together CLIENT & CIRQ CLIENT SELF-ASSESSMENT CIRQ INITIAL CERTIFICATION PROCESS SURVEILLANCE AUDITS & RE-CERTIFICATION AUDIT Application submitted to CIRQ Client and CIRQ work together to confirm scope of certification Documented systems versus the Standard Client submits self assessment to CIRQ Pre-assessment provided to client by CIRQ Audit is planned and scheduled, and agreed to with client Audit undertaken (client headquarters and other locations) Follow up completed, as needed, and recommendations made Certification finalized Surveillance audits (in each of 2 years) - always include hdqtrs and sample of other sites Re-certification audit after 3 years All sites audited over each 3-year cycle

client by CIRQ Audit is planned and scheduled, and agreed to with client Audit undertaken (client headquarters and other locations) Follow up completed, as needed, and recommendations

16 Investment Required Internal: Preparing Your Quality Management System Internal commitment - - CEO, Senior Mgmt., Quality Manager Your people s time ISO preparation tools from CASRO if necessary ISO consultants if necessary Implementation of your system within your organization External: Auditing and certification costs vary by: Number of employees Number of locations Scope of services to be certified Initial certification for a very small member company is under $5,000

Implementation of your system within your organization External: Auditing and certification costs vary by: Number of

17 Return on Investment - Internal It is useful as an employee on-boarding and training tool It can decrease the amount of rework It can identify operating inefficiencies, and when addressed --help reduce operating costs It improves business management --documentation and record-keeping requirements allow for consistency, measurability, and support internal auditing It provides traceability to address questions/issues regarding projects It provides proof of adequate data protection and security regarding US safe harbor and EU requirements

record-keeping requirements allow for consistency, measurability, and support internal auditing It provides traceability to address

18 Return on Investment - External It provides an internationally-recognized infrastructure for quality in research project management, and can result in: --better communication with your clients --better communication and clearer understanding of processes among international research partners It can help win and renew business, especially in industries partial to standardized processes

clients --better communication and clearer understanding of processes among international

19 Return on Investment - External With clients (particularly, international clients), it is a respected credential that demonstrates your company s commitment to: --consistency and accountability in research project management --process documentation, record-keeping, and data security --transparency in procedures --continuous improvement of your quality management system --increasing client satisfaction

accountability in research project management --process documentation, record-keeping, and data

20 Resources and Information Purchase ISO and/or ISO standards For more information: contact Jennifer Ward, Operations Director at CIRQ Advice regarding CASRO resources and consultants General information or questions Application Form and Schedule of Fees CIRQ 170 North Country Road, Suite 4 Port Jefferson, New York phone fax

org Advice regarding CASRO resources and consultants General information or questions Application Form

REQUIREMENTS FOR CERTIFICATION BODIES TO DETERMINE COMPLIANCE OF APPLICANT ORGANIZATIONS TO THE MAGEN TZEDEK SERVICE MARK STANDARD

REQUIREMENTS FOR CERTIFICATION BODIES TO DETERMINE COMPLIANCE OF APPLICANT ORGANIZATIONS TO THE MAGEN TZEDEK SERVICE MARK STANDARD Foreword The Magen Tzedek Commission has established a standards and certification