Your Gateway to Excellence and Global Recognition

1. Service Request Reception

The Operations Manager receives the Service Request through the Sales Manager, direct customer communication, or international representatives.

2. Audit Time Calculation

The Operations Manager and the responsible administrative officer calculate the total Audit time for the requested services.

3. Service Execution Planning

The Operations Manager reviews the Service Request Form and competency matrices to select qualified primary or freelance providers, finalizes the execution team, and informs the Certification Manager.

4. Audit Team Selection

The Certification Manager approves the proposed team for service implementation and informs them of their assigned tasks, designating a team leader, via internal email.

5. Audit Program

The designated team leader is responsible for issuing the proposed audit program and sending it to the Operations Manager.

6. Audit Plan – Schedule and Timeline Program During Audit Days

The designated team leader is responsible for issuing the following documents and sending them to the Operations Manager:

1. 1. Audit Plan
   2. Detailed Audit Schedule

7. Sending to the Client

The Operations Manager sends the audit parameters—Proposed Audit Program, Audit Plan, and Detailed Audit Schedule—to the Customer via email and receives feedback in the form of approval, objections, or suggested modifications.

If the Customer objects or requests modifications to the audit parameters, the Operations Manager works with the team leader to apply the accepted changes and reissue the parameters. Once approved, the Operations Manager notifies the Certification Manager and ensures the audit is documented and executed on the designated electronic platform.

8. Audit Procedure Execution

Audits may include pre-certification, stage one and two, surveillance, recertification, or special audits, each differing in purpose, timing, and reporting.

Audit mechanisms—observations, document audits, and interviews—are used to gather objective evidence of conformity. Auditors record findings and applicable checklists, linking observations with documented information and operational processes to ensure a comprehensive audit.

9. Audit Report

The auditor/audit team leader submits the audit report to the technical reviewer designated by the Operations Manager and receives the reviewed report through standard methods (administrative delivery, email, or the website).

10. Reviewing of Audit Report

The technical reviewer approves the amendments documented in the form after ensuring their corrections are accurately implemented. The decision is then forwarded to the Scheme Manager of the standard subject to the report for raising a recommendation on the certification decision.

11. Approval Decision and Certificate Issuance

The Scheme Manager of the audited standard issues a draft certification decision accompanied by their final opinion and submits it to the Certification Manager for the final certification decision.

12. Client Notification

In cases where the decision is not to issue the certificate, the audited entity is informed of the final result through official communication channels. Documentation of the communication is retained in the client’s file.