Assessor Meeting Customer Service Excellence

StandardFriday 29th May 2015

To enable you to:

1. Understand the changes to the Assessment Process

2. Be aware of the assessment documentation required

3. Understand UKAS requirements

4. Develop your CPD/ work towards your Assessor Registration

5. Use the NetSuite effectively to manage your case load

Outline for today

Changes to the Process

Online Booking Form

Terminology

Daily Rate/Costing Model Payment Terms for ALL customers

Getting Started Pack Cost Proposal

Annual ReviewsLeads

Pre-assessment

What happens to the current customers? They remain on the old certification cycle

until their 3 Year Full Review

For example 2nd Year Surveillance will remain as a remote assessment

CCR – 1.25 days / 2nd Year Surveillance 0.5 @ £675Important: Explain to the customer of the changes at 2nd Year Surveillance (to avoid surprises!)

Overview of the Assessment Process

Self Assessment Tool Assessment Plan Opening & Closing Meeting Checklist Assessment Record Reports – Detailed and Executive Summary

Assessment Documentation Explained

Impartiality procedures No Advice allowed under Assessor Role All assessments require:

1. Booking form2. Assessment plan3. Assessment record4. Meeting Checklist 5. Report 6. Checking correct logo usage

Next Head Office visit is 24th June Next Witness Assessment 3/4th August

UKAS Requirements

CSE Lite Workshops

Self-Assessment Tool

Pre-Assessment Visit

Awareness Workshop

Support available

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Current and up to date CVAgreement Professional Indemnity InsuranceCPDTrainee Support

Trainee/Assessor Registeration

Developments to look forward to

Own Cloud http://cse.emqc.co.uk Process Handbook being updated Costing Model - Annual Reviews / Rolling Review Peer Observations

How you can help Case Studies – Assessor Profiles that demonstrate

appropriate Skills & Knowledge and client case studies

Assessor Website

Independent Quality & Governance Board (formerly) Independent Committee

Q&A

NetSuiteHow to: Find details (PO/ have we invoiced the customer) Use Contact Management Confirm Scope and Expenses Enter Onsite dates Update Assessor Decision Upload Report

Thank you