Purchasing. Operations 3% Marketing 3% HR. Production 1%

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1 Agenda Item DOC ID IAF CMC (11) 75 For Information For discussion For decision For comments to the author IAF End User Survey results (October 211) This report summarises the total responses to the IAF end user survey that was launched in 56 economies at the General Assembly in Shanghai in 21. The survey, which is now closed, received responses from 41 economies. A total of 4,191 respondents completed the survey. Nil responses were registered from 15 economies. 1. Function management 6% Purchasing 3% Marketing 3% HR 3% Finance Operations 3% Production Other business functions Manufacturing IT % Other 15% Quality 6% 6% of respondents have a responsibility for managing quality in their organisation, however responses were also received from senior management, purchasers, finance managers and marketing. 2. Sector Manufacturing, construction and food products are the most popular sectors amongst the respondents, however there is a good representation across most sectors.

2 3. Size of the business % % -3 6% 3 and over 8% % % Approximately half of the respondents work in small to medium sized businesses with less than 249. Just over a quarter of these respondents work in an organisation with less than Country Switzerland 1 Portugal 5% India Finland Italy Japan Other 2 USA 3% Brazil 15% Czech Republic 2% Czech Republic Brazil Switzerland India Portugal Finland Italy Japan USA Netherlands Austria Mexico Germany Philippines Republic of Korea Slovakia Spain United Kingdom China Greece Australia Norway Hong Kong China Canada Thailand Denmark France Argentina Sweden Malaysia New Zealand Poland Ireland Turkey Costa Rica Indonesia Belgium Singapore South Africa Vietnam Most of the respondents were from the Czech Republic, Brazil, Switzerland, India, Portugal, Finland, Italy, Japan and USA.

3 5. Does your business have a certified management system or product certification? Food Safety Management System 5% Product Certification 13% Other Occupation Health & Safety Manageme nt Information Management System None Testing and calibration % Personnel Certification % Environmental Management System 18% Quality Management System 5 The majority of respondents (5) confirmed that they had a certified quality management system, while 18% were certified to an environmental management system, and 13% product certification. 6. Is your certification accredited by an accreditation body? Yes No 9 of respondents (3222) reported that they used the services of an accredited certification body. use a nonaccredited body, while 5% did not the status of their certifying body. 7. Why did you choose certification? (please choose the most important factor) Other (please Regulatory state) Compliance 7% 13% competitive advantage Customer requirement 32% Internal business improvement 47%

4 47% (1272) of respondents stated that the main driver for seeking certification was to improve internal business operations and processes. 32% reported that it was a customer requirement, and 13% stated that it was to satisfy regulatory requirements. 8. Is your certification body based in your local economy? Your country Other country The majority of respondents confirmed that their certifying body was based in their local economy. Only 8% used an overseas organisation. 9. Was it important that the certification body was covered by accreditation? Essential Very important Fairly important Average Not important 72% of respondents stated that it was essential or very important that the certification body was covered by accreditation. Only 3% of respondents (119) stated that it was not important. 1. Was it important that the certification was covered by the IAF Multilateral Recognition Arrangement (MLA)? Essential Very Fairly important important Average Not important

5 35% of respondents stated that it was essential or very important that their certification was covered by the IAF Multilateral Recognition Arrangement. However a similar number (1185, 3) reported that it was not important. of respondents did not. 11. Did you employ an external consultant to help you achieve certification? Yes No 6% of respondents (2112) employed an external consultant to help achieve certification. 12. How would you rate the certification process? Highly complex Fairly complex Average Fairly simple Very simple An equal number of respondents reported that the certification process was fairly complex (925), as it was average to fairly simple (929). 13. Did the certification body provide value for money? Strongly agree Agree Neutral Disagree Strongly disagree 1 (48) and 48% (1665) of respondents either strongly agree and agree that the certification body provided value for money.

6 14. Did the time to achieve certification meet your expectations? Strongly agree Agree Neutral Disagree Strongly disagree 7 of respondents agreed / strongly agreed that the time to achieve certification meet their expectations. By contrast, 7% disagreed / strongly disagreed. 15. How would you rate the competence of the certification team? The majority of respondents rated the competence of the certification team as highly competent (1478) and competent (1536). 16. In your opinion, has certification added value to your organisation? Strongly agree Agree Neutral Disagree Strongly disagree 83% of respondents agreed or strongly agreed that certification had added value to their organisation.

7 17. Has certification led to a difference in sales? Significant increase Minor increase No change Minor decline Significant decline 17% of respondents stated that their certified status had led to a significant increase in sales. 32% reported a minor increase, while 35% stated that there had been no change. 18. Has the certification helped you meet the requirements of regulators? Yes No Most respondents (79%, 2787) confirmed that certification helped to meet the requirements of regulators. 19. In your opinion, is certification important to your customers? Strongly agree Agree Neutral Disagree Strongly disagree In the respondents opinion 35% (1226) strongly agree and 46% (1622) agree that certification is important to their customers.

8 2. Are you responsible for decisions related to certification activities? Yes No 86% of respondents stated that they are responsible for decisions related to certification activities.