quality standards for certification programs

Connecting Great Ideas and Great People

www.asaecenter.org

Delivering Quality in Certification

Tuesday, August 18, 2009 12:45 – 2:00 PM

Content Leaders:

Christine D. Niero, PhD Vice President

Professional Testing

Steven Schoolcraft, CSP, PE, CAE Examination Director

Board of Certified Safety Professionals

Aaron WhiteVice President

FirstPoint Management Resources Executive Director

Cardiovascular Credentialing International

www.asaecenter.orgwww.asaecenter.org

Participant Demographics

Association CEOs or staff Certification CEOs or staff Thinking about developing a program New program < 2 years Program between 3 – 5 years Program between 6 – 10 years Program 10+ years Accredited programs


Unique Purposes of Certification

Certification is a unique business model…(1 of 3)

Establish an industry standard Own a body of knowledge (IP) Assess competence




Meet needs of advancement for practitioners (personally and professionally)




Safeguard the public’s trust Other—revenue, new products &

services, competition

www.asaecenter.org

Best Practice

Best practices lead to quality in certification and quality management…

Key concepts:Integrity AutonomyIndependenceAuthority

ISO/IEC 17024 Accreditation Standards


Major Program AreasEvaluated based on key concepts…(1 of

2) Governance Policies & Procedures Program elements—eligibility, exam,

recertification, ethics and disciplinary Management system


Major Program AreasEvaluated based on key concepts…(2 of 2) Personnel—voluntary, paid &

contracted Financial viability Protection of IP & ownership of property Security Ongoing evaluation of program


Transitioning Practices to Delivering Quality through

Management

Relevance of best practices in delivering on the purposes of certification and how best practices relate to the management and business externally and internally to the certification program.


Quality Management

Governance and Policy Management Systems Personnel Planning/Implementation Customer Service


Governance and Policy

Strategically Commissioned Flexible and Agile for Handling the

Business Sensible Structure and Electoral

Processes


Governance and Policy

Documented Committee Operating Procedures

Documented Board-to-Staff Liaison Processes


Management Systems

Focus on the processes, not the people.

Understand the end, then develop the means to the end.

Listen to what your customers are saying.


Management Systems

Measure. Simplify. Improve. (and repeat.)


Personnel – Volunteers

• Limited availability• Passionate about the profession• Top-drawer Practitioners• Not experts in association and

credentialing management


Personnel – Paid

•Full-time or part-time•Management experience•Practitioners? Maybe.•Implements Board Direction•Requires accountability to the Board


Planning and Integration of Program Elements

Integrate program quality early in the certification’s lifecycle

Ensure the program will remain a going concern


Planning and Integration of Program Elements

Establish defensible eligibility and recertification standards

Incorporate meaningful ethical and professionals codes of conduct

Establish and enforce disciplinary and appeal-related due process


Customer Service

Establish a consistent customer experience, while…

Enforcing your policies

Implementing hardship evaluations


Customer Service Implement a fair, case-by-case

hardship evaluation process

Know where the money went

Listen to the customer


Implementing Quality Management System

Resource Management Operations Efficiency Quality Product Output Competition


Resource ManagementWhat is the best use of the organizations financial and human resources:Will the investment improve the validity of the program?Will the investment improve the recognition of the credential?


Operations Efficiency

The cost of a program to a constituent (both examination and renewal fees) must always be kept in mind.

Operational efficiencies are crucial for proper cost structures.


Quality Product OutputAssess the quality of the program through surveys…

Constituents: Exam Content Constituents: Credential Recognition Industry: Exam Content Industry: Credential Recognition


Quality Product OutputAssess the quality of the program through (other means than Surveys)…

(Post to Certification Institute)


CompetitionCompetition is GOOD…as long as the field of practice can support multiple programs.

Differentiate yourself… third party accreditation, marketing your values, customer service, cooperative with competition.

www.asaecenter.org

Contact InformationChristine D. Niero, PhD: [email protected]

Steven Schoolcraft, CSP, PE, CAE: [email protected]

Aaron White: [email protected]

SEE YOU NEXT YEAR!Annual Meeting & Expo

August 21 - 24, 2010Los Angeles, CA

quality standards for certification programs

Technology