ISO Survey

Attention ISO 9001 certified organizations!

UNIDO (United Nations Industrial Development Organization), ISO (International Organization for Standardization) and IAF (International Accreditation Forum) are seeking your inputs and opinions about your experiences in implementing a quality management system and obtaining certification to ISO 9001. We invite you to take part by accessing the online survey at www.unido9001asia.org . This is an important part of the project "Impact of ISO 9001 certification in Asian Developing Economies" which will provide recommendations on the future strategic direction for standards bodies, certification bodies and accreditation bodies both at the international and at the local level. NOTE: The closing date for completing this survey is July 15th 2010 ;.

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Impact of ISO 9001 Certification in Asian Developing Economies

Welcome to the dedicated website for UNIDO Project TE/RAS/09/003 (Impact of ISO 9001 certification in Developing Asian Economies)

If you are accessing this website, you are probably aware that ISO 9001 (Quality management systems – Requirements) is one of the most successful standards ever published by ISO, and that there are around 1 million accredited certificates issued around the world to ISO 9001:2000 or ISO 9001:2008.

In order to assess the impact of ISO 9001 implementation and certification in developing Asian economies, the Trade Capacity Building Branch of UNIDO, with cooperation from ISO (International Organization for Standardization) and the IAF (International Accreditation Forum) has undertaken the above mentioned project, which is being funded by NORAD (the Norwegian Agency for Development Coordination). The countries involved in the study are

• Bangladesh
• Bhutan
• India
• Indonesia
• Malaysia
• Maldives
• Nepal
• Pakistan
• Philippines
• Sri Lanka
• Thailand
• Vietnam

The project has been divided into three main phases:

Phase 1 (now complete): Gathering data on the impact of ISO 9001 certification on the quality of products as perceived by customers. This part of the project was aimed at major institutional purchasers, who are customers of ISO 9001-certified organizations. The objective is to identify the benefits and areas for improvement regarding the use of accredited ISO 9001 certification as a basis for supplier selection and evaluation.

Phase 2 (planned for 2nd quarter 2010): Gathering data from certified organizations about their perceptions about the benefits and effectiveness of the ISO 9001 implementation and certification process. If your organization is located in one of the above mentioned countries, and you have a quality management system that has been certified to ISO 9001 by an accredited certification body, then we would appreciate you taking the time to fill out the questionnaire. This should not take more that about 20 minutes of your time, and by providing your opinions, you will be contributing to the improvement of the ISO 9001 standard itself, and to the accredited certification process. Once you have filled out the questionnaire, please return it as an e-mail attachment to:

• Bangladesh
• Bhutan
• India
• Indonesia
• Malaysia
• Maldives
• Nepal
• Pakistan
• Philippines
• Sri Lanka
• Thailand
• Vietnam

Phase 3: (Planned for 4th quarter 2010): We will be organizing two international workshops (Paris and Shanghai) to provide feedback to ISO and IAF member organizations, and a series of local workshops in each of the participating countries, to provide feedback to all interested parties. You will be informed of the dates of these workshops via this website in due course.

All the information we obtain during Phases 1 and 2 of the project is being used to prepare statistical data for inclusion in the survey report, but without reference to the individual source. All detailed information submitted will be treated in the strictest of confidence, for the exclusive use of UNIDO. It will not be disclosed to third parties (certification bodies, accreditation bodies, ISO, IAF, or others) under any circumstances. In no way will it be used to make judgements about the certification or accreditation status of the participating organizations or their certification bodies.

IMPORTANT NOTE: This is a project-specific website that has been established for a limited period of time, for this project only. For that reason, although this is an official UNIDO project, with support from IAF and ISO, we have intentionally not included the respective logos on the site. If you have any doubts regarding the authenticity of the project, please contact one of the participating partners vis the “contacts” section of the following websites:

• UNIDO – www.unido.org
• ISO – www.iso.org
• IAF – www.iaf.nu

For more information about the project and the project objectives, please see the summary PowerPoint presentation

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UNIDO Project TE/RAS/09/003 Phase 2 Survey

UNITED NATIONS INDUSTRIAL DEVELOPMENT ORGANIZATION (In collaboration with ISO – International Organization for Standardization and IAF – International Accreditation Forum) PROJECT TE/RAS/09/003 Phase 2 (CONFIDENTIAL WHEN COMPLETED) PERCEPTIONS OF CERTIFIED ORGANIZATIONS REGARDING THE ACCREDITED CERTIFICATION PROCESS FOR ISO 9001 Thank you for agreeing to take part in this important project. The following questionnaire is designed to address several key components regarding your experiences, as an ISO 9001- certified organization, regarding the certification process. PLEASE DO NOT BE PUT OFF BY THE LENGTH OF THE QUESTIONNAIRE – IT HAS BEEN DESIGNED TO BE QUITE QUICK AND EASY FOR YOU TO COMPLETE The information you provide will be used to prepare statistical data that will be included in the survey report, but without reference to the individual source. All detailed information submitted will be treated in the strictest of confidence for the exclusive use of UNIDO, and will not be disclosed to third parties (certification body, accreditation body, consultant or others) under any circumstances. In no way will it affect your certification status. IMPORTANT NOTES: We request that this questionnaire be filled out by the MANAGEMENT REPRESENTATIVE of your organization, without discussing with any consultant who may have helped in the implementation of your system, or with your certification body. This is not because we don’t trust them – it’s because we want YOUR opinions! We have intentionally NOT requested any detailed information about your consultant, so you can feel free to comment openly. This is not intended to be an examination! If you don’t know the answer to some ofthe questions, please say so – there is no need to carry out research to find the “correct” answer. If you have difficulty with any question, please leave it blank and continue with the rest of the questionnaire. This survey should take no longer than about 20 minutes to complete. You may pause at any time by clicking on the 'resume later' link at the bottom of each page, and complete the survey at a later time

	Information Security and Privacy All data submitted in response to this questionnaire will be maintained anonymously in a secure database, and will not be released to third parties under any circumstances. Except as otherwise mentioned in the text of the questionnaire, no respondent identity details will be maintained. If you have been given a password to allow you to access the questionnaire, this is held separately from your responses, and cannot provide any cross-reference between your identity and your responses. It will only be used to allow us to confirm whether or not you have completed the questionnaire.

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UNIDO Project TE/RAS/09/003 Phase 2 Survey You have completed 0% of this survey 0% 100% Part 1 ABOUT YOUR ORGANIZATION *1.1 Name and address Name: *Address: *1.2 Management representative Name: Function: E-mail: Telephone: *1.3 Main area(s) of activity (eg: Electrical/electronics; Equipment/machinery; automotive etc) *1.4 Are you part of a larger organization? (For example, are you a local branch of a multinational company?) - Please provide details *1.5 Number of employees in your organization Choose one of the following answers 1 to 5 6 to 10 11 to 15 16 to 25 26 to 45 46 to 65 66 to 85 86 to 125 126 to 175 176 to 275 276 to 425 426 to 625 626 to 875 876 to 1175 1176 to 1550 Over 1550 (please state number) *1.6 How long have you been certified to ISO 9001? Choose one of the following answers 0 – 3 Years 4 – 10 Years Over 10 years > " name="move2" id="movenextbtn" style="margin-top: 5px; margin-right: 5px; margin-bottom: 5px; margin-left: 5px; padding-top: 0px; padding-right: 15px; padding-bottom: 0px; padding-left: 15px; "> [Exit and clear survey]

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UNIDO Project TE/RAS/09/003 Phase 2 Survey You have completed 16% of this survey 0% 100% Part 2 ABOUT THE IMPLEMENTATION OF YOUR QUALITY MANAGEMENT SYSTEM 2.1 What were your main reasons for implementing a quality management system and seeking Certification? (Please note the THREE most important factors in order of importance, with “1” being the most important) 1 2 3 Customer pressure / tender requirement To gain access to international markets For internal improvement To gain competitive advantage Marketing / PR Corporate or topmanagement objective Other (Please state below) Space for additional comments………. 2.2 How long did it take you from the time you decided to start implementing your system until you had obtained certification? Choose one of the following answers 0 – 3 Months 4 – 6 Months 7 – 12 Months 13 months – 2 years Over 2 years 2.3 Did you employ the services of a consultant to help with the implementation? Yes No Space for additional comments………. 2.4 If you answered “Yes” to Question 2.3, what was the contribution of the consultant(s) you used? Consultant was not used for this activity Consultant provided some inputs, but we did this ourselves Consultant did this for us Preparation of Quality Policy Preparation of Quality Manual Preparation of Flowcharts / Systemlevel procedures Preparation of detailed operating procedures / work instructions Employee awareness training Training of internal auditors Carrying out Internal audits Management review Selection of Certification Body Contract negotiations with certification body Coordination during certification body audit 2.5 Were you satisfied with the performance of the consultant you used? Choose one of the following answers Very dissatisfied* Dissatisfied Satisfied Very satisfied 2.6 Please estimate the total costs involved in implementing and certifying your quality management system to ISO 9001 (in your local currency) Only numbers may be entered in these fields Internal costs (including training, employee time during implementation etc) Consultant(s) fees for implementation phase Certification body fees (including any pre-audits, or follow-up visits related to INITIAL certification) Ongoing certification body costs (per year) Ongoing consultant(s) costs (per year) Space for additional comments………. 2.7 Regardless of whether you can quantify the total costs, do you consider that the investment was worthwhile? Choose one of the following answers Not at all* No Yes Very good investment! 2.8 Do you hold any other certifications? Check any that apply Environmental ISO 14001 Health & Safety OHSAS 18001 or equivalent Information Security ISO 27001 Sector-specific (ISO/TS16949, TL 9000 etc) - please mention which 2.9 If you are certified to ISO 14001, are you satisfied with the current level of compatibility in the way the two standards are written (ISO 9001 and ISO 14001) Choose one of the following answers Yes No Not applicable Space for additional comments………. 2.10 If you are also certified to ISO 14001 and/or other management systems, which best describes the way you have implemented these systems? Choose one of the following answers Separate systems Fully Integrated Partially integrated Not applicable Space for additional comments………. 2.11 Are you familiar with the ISO 9004 guidance standard “Managing for the sustained success of an organization – a quality management approach” which provides recommendations (not requirements) for organizations that wish to improve beyond compliance with ISO 9001 requirements? Choose one of the following answers No Heard of it, but don’t use it Yes, we know it and use it Space for additional comments………. > " name="move2" id="movenextbtn" style="margin-top: 5px; margin-right: 5px; margin-bottom: 5px; margin-left: 5px; padding-top: 0px; padding-right: 15px; padding-bottom: 0px; padding-left: 15px; "> [Exit and clear survey]

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UNIDO Project TE/RAS/09/003 Phase 2 Survey You have completed 33% of this survey 0% 100% Part 3 ABOUT YOUR CHOICE OF CERTIFICATION BODY 3.1 Which of the following best describes your certification body? Choose one of the following answers They are a locally-based (national) certification body They are a local branch of an international certification body They are a franchisee of a foreign certification body Don’t know Name of your certification body (optional), and space for additional comments………. 3.2 Certification bodies (who issue ISO 9001 certificates) often choose to be accredited, in order to provide additional confidence in their competence and impartiality. Do you know the name of the accreditation body that has accredited your certification body? (Please write the name in the space provided – if you don’t know, please say so – don’t do research to find out!) Do you know the name of the national accreditation body for management systems certification in your country? (Please write the name in the space provided – if you don’t know, please say so – don’t do research to find out) 3.4 Can you name any foreign accreditation bodies for management systems certification? (Please write down the name(s) of the first one(s) that you can think of in the space provided – if you don’t know, please say so – don’t do research to find out) 3.5 Have you heard of the IAF (International Accreditation Forum)? Choose one of the following answers No Yes, but I don’t know what they do Yes, and I know what they do 3.6 Have you ever changed your certification body? Choose one of the following answers Yes* No 3.7 Think about how you selected your current certification body. Please comment on the following statements, using a scale of 1 – 10, indicating the extent to which you disagree (“1”) or agree (“10”) with each statement. Strongly disagree 1-2 , Disagree 3-5 , Agree 6-8 , Strongly agree 9-10. 1 2 3 4 5 6 7 8 9 10 We had no input – our consultant negotiated with the certification body on our behalf We made the decision purely on our own. We took into consideration recommendations from major customers We checked to see which certification body had the best reputation in our own country / industry sector It was important for the certification body to have an international reputation We chose the certification body because we heard they were the easiest We chose the certification body because they were the cheapest We didn’t care whether the certification body was accredited or not It was important for the certification body to be accredited by our national accreditation body It was important for the certification body to be accredited by a foreign accreditation body It was important for the certification body to be accredited by a member of the IAF (International Accreditation Forum) > " name="move2" id="movenextbtn" style="margin-top: 5px; margin-right: 5px; margin-bottom: 5px; margin-left: 5px; padding-top: 0px; padding-right: 15px; padding-bottom: 0px; padding-left: 15px; "> [Exit and clear survey]

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UNIDO Project TE/RAS/09/003 Phase 2 Survey You have completed 50% of this survey 0% 100% Part 4 ABOUT THE CERTIFICATION PROCESS 4.1 Did you have any contacts with the certification body prior to their initial audit? Check any that apply Telephone / e-mail contact to discuss the certification process Meeting at our premises to discuss the certification process The certification body carried out a preaudit of our system The certification body had carried out our internal audits The certification body had provided us with in-house training All contacts were made between the certification body and our consultant 4.2 How many auditor-days did the certification body use during your initial (or most recent full re-certification) audit? (for example, 2 auditors full-time for a total of 3 days = 6 auditor-days) Only numbers may be entered in this field 4.3 Think about your initial certification (or most recent full re-certification) audit process. Please comment on the following statements, using a scale of 1 – 10, indicating the extent to which you disagree (“1”) or agree (“10”) with each statement. Strongly disagree 1-2 , Disagree 3-5 , Agree 6-8 , Strongly agree 9-10. 1 2 3 4 5 6 7 8 9 10 The audit process was challenging The audit process was fair and impartial The audit was too easy The auditors were professional and competent The auditors had a good understanding of our business and processes The auditors spent most of their time looking at procedures and records The auditors were keen to observe our processes in operation, and to talk to the employees involved. The auditors told us what they thought we should be doing The auditors spent enough time interviewing our top management The auditors rarely left the management representative’s office The auditors were able to identify problem areas in our system, and raise the appropriate non-conformities Our consultant answered most of the auditors’ questions 4.4 How often does your certification body visit you to carry out surveillance audits, to ensure your system continues to meet the ISO 9001 requirements? Choose one of the following answers Every 6 months Every 9 months Once a year Less frequently than once a year 4.5 How many auditor-days does your certification body spend each year on surveillance audits? (for example, 2 auditors full-time for a total of 2 days = 4 auditor-days) Only numbers may be entered in this field 4.6 Think about your periodic surveillance audits. Comment on the following statements, using a scale of 1 – 10, indicating the extent to which you disagree (“1”) or agree (“10”) with each statement. Strongly disagree 1-2 , Disagree 3-5 , Agree 6-8 , Strongly agree 9-10. 1 2 3 4 5 6 7 8 9 10 The surveillance audits ensure that our system continues to meet the requirements of ISO 9001 The surveillance audits encourage us to improve our system The surveillance audits are very useful The surveillance audits are focused only on documentation. The certification body always uses the same auditor(s) for surveillance audits The auditor never raises any nonconformities during the surveillance audits We find the surveillance audit report to be very useful We continue to get value for money with our certification > " name="move2" id="movenextbtn" style="margin-top: 5px; margin-right: 5px; margin-bottom: 5px; margin-left: 5px; padding-top: 0px; padding-right: 15px; padding-bottom: 0px; padding-left: 15px; "> [Exit and clear survey]

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UNIDO Project TE/RAS/09/003 Phase 2 Survey You have completed 66% of this survey 0% 100% Part 5 ABOUT YOUR OVERALL EXPERIENCE OF ISO 9001 CERTIFICATION 5.1 Please comment on the following statements, using a scale of 1 – 10, indicating the extent to which you disagree (“1”) or agree (“10”) with each statement. Strongly disagree 1-2 , Disagree 3-5 , Agree 6-8 , Strongly agree 9-10. 1 2 3 4 5 6 7 8 9 10 Our top management has been totally committed to the implementation of ISO 9001 We have derived significant benefit from implementing ISO 9001 in our organization ISO 9001 certification has helped us to achieve our objectives (as mentioned in Question 2.1) ISO 9001 certification has helped us improve the way we work ISO 9001 certification has provided us with more confidence in our ability to produce conforming products Our customers give us credit for our ISO 9001 certification when they choose their suppliers ISO 9001 certification has reduced the number of audits we receive from our customers ISO 9001 has helped us to focus on continually reducing internal re-work and waste ISO 9001 has helped us to focus on continually reducing internal re-work and waste We have obtained more business because of our ISO 9001 certification We can get a higher price for our products as a result of certification We have a much better understanding of our processes as a result of ISO 9001 implementation and certification ISO 9001 has obliged us to produce too much un-necessary documentation We have never seriously considered changing our certification body We have never seriously considered cancelling our certification (on our own initiative) Overall, the implementation of our quality management system and certification to ISO 9001 has been a good investment > " name="move2" id="movenextbtn" style="margin-top: 5px; margin-right: 5px; margin-bottom: 5px; margin-left: 5px; padding-top: 0px; padding-right: 15px; padding-bottom: 0px; padding-left: 15px; "> [Exit and clear survey]

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UNIDO Project TE/RAS/09/003 Phase 2 Survey You have completed 83% of this survey 0% 100% Last Part Additional comments not covered elsewhere in the survey Space for additional comments not covered elsewhere in the survey………. [Exit and clear survey]

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hank you for participating in this survey. If you would like to add additional comments to be
taken into consideration, please feel free to do so. If you would like to discuss your comments
in more detail,

please contact Dr Nigel H Croft, the UNIDO Lead Consultant for this project.

e-mail: nigelhcroft@sapo.pt

http://www.unido9001asia.org