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
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
Background on ISO Process Quality Standards
•ISO 26362 Access Panels for Market, Opinion and Social Research--- Key Areas
• About 60-70% of ISO 20252 applies, plus:
•Recruitment of New Panel Members
•Panel Structure and Size
•Panel Management
•Panel Usage
•Client Reporting
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 20252 and 26362 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
CASRO Code of Standards Professional Codes
National & Global Regulations
Research Quality Management
ISO 20252 ISO 26362 Social Science Statistical Applications Information Technology Standards of Ethics and Law
Standards of Process for Research Project
Management
Review & familiarize yourself with the Standards:
Document your research processes as required
Maintain records as required
What’s required of you to achieve ISO certification?
ISO 20252 or ISO 26362 or Integrated Standards
ISO 20252/26362
Internally audit to ensure compliance &
traceability Annual CIRQ audits
Purchase ISO Standard (ISO 20252 and/or 26362)
Appoint a quality manager or team
Review standard for defining clauses that apply to your business (highlighting “shall” – “procedure” – “document” – “record”)
Purchase ISO Standard (ISO 20252 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
Getting your company ready for ISO Certification
Develop Quality Management System: Quality Manual, Procedures, Documents, Internal audit system, etc.
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
Purchase ISO Standard (ISO 20252 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
Consider CASRO resources or external consultants:
• ISO information on CASRO website
• CASRO ISO Research Tools (guidelines, checklists, templates) • CASRO educational webinars
Getting your company ready for ISO Certification
Develop Quality Management System: Quality Manual, Procedures, Documents, Internal audit system, etc.
CASRO’s Educational Role in ISO Implementation
• CASRO Website -- http://www.casro.org/iso/iso_home.cfm
• Website Resources
– ISO Fundamentals presentation (PowerPoint with voice over)
– “Simple Overviews” to prepare for implementation
• ISO 20252
• ISO 26362
• ISO 20252 and 26362 (integrated audit)
– FAQs about Certifying to ISO 20252 and/or 26362
CASRO’s Educational Role in ISO Implementation
• Website Resources
– ISO Implementation Tools (individual and package pricing for members/non-members)
• I. ISO 20252 Quality Manual Description and Guidance • II. ISO 20252 Procedures Description and Templates • III. ISO 20252 Audit Checklists and Reports
• IV. ISO 20252 Forms and Templates
• V. ISO 26362 Access Panel Capability and Technical Requirements • VI. ISO 26362 Implementation Guide
• Webinars
• “ISO 20252—How to do it” – 4-part series; 2 hours each – Targeted to Quality managers
Purchase ISO Standard (ISO 20252 and/or 26362)
Implement quality management system (procedures; documents; records)
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
Consider CASRO resources or external consultants:
• ISO information on CASRO website
• CASRO ISO Research Tools (guidelines, checklists, templates) • CASRO educational webinars
Submit Application for Audit and Certification Services to CIRQ
Getting your company ready for ISO Certification
Develop Quality Management System: Quality Manual, Procedures, Documents, Internal audit system, etc.
CLIENT
SELF-ASSESSMENT CLIENT & CIRQ
•Application submitted to CIRQ
•Client and CIRQ work together to confirm scope of certification
•Documented systems – versus the Standard
CIRQ INITIAL CERTIFICATION
PROCESS
•Client submits self assessment to 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
•Pre-assessment provided to client by CIRQ
SURVEILLANCE AUDITS & RE-CERTIFICATION AUDIT
•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
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
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
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
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
Resources and Information
• Purchase ISO 20252 and/or ISO 26362 standards
– http://webstore.ansi.org
• For more information: contact Jennifer Ward, Operations Director at CIRQ [email protected]
– 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 11777 phone 631.642.0542 • fax 631.928.6041