Quality Standards For Certification Programs
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Transcript of 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
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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
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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
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Unique Purposes of Certification
Certification is a unique business model…(2 of 3)
Meet needs of advancement for practitioners (personally and professionally)
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Unique Purposes of Certification
Certification is a unique business model…(3 of 3)
Safeguard the public’s trust Other—revenue, new products &
services, competition
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Best Practice
Best practices lead to quality in certification and quality management…
Key concepts:Integrity AutonomyIndependenceAuthority
ISO/IEC 17024 Accreditation Standards
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Major Program AreasEvaluated based on key concepts…(1 of
2) Governance Policies & Procedures Program elements—eligibility, exam,
recertification, ethics and disciplinary Management system
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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
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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.
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Quality Management
Governance and Policy Management Systems Personnel Planning/Implementation Customer Service
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Governance and Policy
Strategically Commissioned Flexible and Agile for Handling the
Business Sensible Structure and Electoral
Processes
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Governance and Policy
Documented Committee Operating Procedures
Documented Board-to-Staff Liaison Processes
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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.
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Management Systems
Measure. Simplify. Improve. (and repeat.)
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Personnel – Volunteers
• Limited availability• Passionate about the profession• Top-drawer Practitioners• Not experts in association and
credentialing management
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Personnel – Paid
•Full-time or part-time•Management experience•Practitioners? Maybe.•Implements Board Direction•Requires accountability to the Board
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Planning and Integration of Program Elements
Integrate program quality early in the certification’s lifecycle
Ensure the program will remain a going concern
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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
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Customer Service
Establish a consistent customer experience, while…
Enforcing your policies
Implementing hardship evaluations
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Customer Service Implement a fair, case-by-case
hardship evaluation process
Know where the money went
Listen to the customer
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Implementing Quality Management System
Resource Management Operations Efficiency Quality Product Output Competition
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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?
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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.
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Quality Product OutputAssess the quality of the program through surveys…
Constituents: Exam Content Constituents: Credential Recognition Industry: Exam Content Industry: Credential Recognition
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Quality Product OutputAssess the quality of the program through (other means than Surveys)…
(Post to Certification Institute)
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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.
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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