Frequently Asked Questions

1. Now that I have signed an Agreement for Services (AFS), who will be my contact at SQA?

   In the short term, you may continue to work with the Market Development Specialist (MDS) who has been assisting you through the selection process. However, for audit-related information, your primary contact, and the person best equipped to help you will be your assigned lead auditor. Other personnel and their respective duties are listed under “Contacts� at the end of this document.
    

2. What issues will my auditor be able to help me with?

   My assigned lead auditor is my point of contact for:

   1. All of my audit scheduling.

   2. Reviewing my documents prior to the Certification Audit.

   3. Coordinating and conducting my Certification Audit.

   4. Interpretations on my quality management system standard.

   5. Future site additions, location, upgrades, etc.

   6. Most questions dealing with SQA and the audit process.
       

3. When will my auditor contact me?

   Your assigned lead auditor will contact you approximately 10 business days after the AFS was received at SQA.
    

4. What documents can I now expect to receive and when?

   The following documents will be forwarded to you in approximately 10 – 15 business days:

   1. Document Review check-sheets: This document, once filled out by the SQA client, serves as the tool your assigned auditor will use for determining compliance with the applicable management system standard(s). It will also serve as the final record showing that this has been done.

   2. Mark Selection form: You will fill out Form SQA-39 to show which accreditation Mark you wish to have on your certificate.

      Note: If you did not receive this form it is because your chosen standard does not have the option of two Marks.

   3. SQA Terms Letter: This letter, specific to the standard(s) you selected, will outline requirements necessary for certification.
       

5. Why have I received a Credit Application with this FAQ letter?

   The Credit Application helps SQA to ensure that any credit or banking issues will not interfere with the certification process. It is important to complete this form and return it as soon as possible.
    

6. What will my assigned lead auditor want to know when he/she makes initial contact with me?

   Your assigned lead auditor will want to discuss your expected timing for the required certification activities such as document review and the initial assessment. He/she will need to know if you have elected to have a pre-assessment.
    

7. If I am not sure when I want to schedule an auditing activity such as the document review or initial assessment how much notice does my assigned auditor need?

   Your assigned lead auditor could be “booked� as far ahead as 6 months or more. It is a good idea to “reserve� time on their schedule that is realistic and achievable. Should you cancel a
   scheduled time without ample notice, your assigned lead auditor may or may not be able to accommodate your needs. In that case, another lead auditor may be assigned to your account.
    

8. What steps are there in the certification process?

   There are 3 basic steps to a certification process and they are:

   1. Document review

   2. Initial Assessment

   3. Certification Panel Review of recommendation
       

9. How is invoicing typically handled?

   Most auditing activities will be invoiced within 10 business days following the activity. Payment terms are due upon receipt. If you are in a “pre-pay� arrangement with SQA, payment would be expected no less than 30 days preceding the audit activity. Determination of “pre� versus “post� pay is in accordance with the results of the Credit Application.
    

10. What if I have a conflict during the audit process regarding an interpretation?

    The process of resolving a conflict would be to:

    1. work with your assigned lead auditor;

    2. conduct a joint phone call with your lead auditor and the SQA operations manager;

    3. conduct a joint phone call between your lead auditor, the SQA operations manager and the SQA VP, COO;

    4. lodge a formal complaint; e) lodge a formal appeal.
        

11. What happens after my assigned lead auditor recommends my company for certification?

    Your assigned lead auditor must finalize the audit report, gather all the evidence and submit the package to the SQA office. The Executive Certification Panel (ECP) reviews this information and the recommendation is then accepted or, rarely, rejected. If rejected, the auditor may require more information from you. After this process you will be informed by Smithers of your certificate number. This process usually takes 2-3 weeks after a recommendation is made.
     

12. When will I receive a certificate?

    Once the recommendation is accepted by the ECP you could expect your formal certificates in about 3 weeks, which is approximately 4-6 weeks from the initial audit.
     

13. Will there be a charge for my certificates?

    SQA will provide two professionally framed and one unframed certificate at our cost of $100 charged to your account. Additional unframed copies may be obtained for an additional charge of $2 each.
     

14. What happens if I want to change my certificate later?

    Notify your assigned lead auditor of your intentions so that he/she can assess whether additional auditing is necessary. There may be a need to conduct an assessment, depending upon the significance of the changes. Any assessment activity will be charged at the rates in place at the time of the assessment. There is no charge to re-issue the certificate following changes.

Contacts and how they may help you

Phone: 330-762-4231
Fax: 330-762-7447

	John can help you with general policy issues and questions about the SQA Agreement for Services.
	John is authorized to review and approve any proposed uses of the SQA or accreditation body Marks.
	He is also available in the absence of the SQA Operations Director.

	If you are unable to contact your auditor Jeanette can help with any issues concerning the scheduling, availability and performance of any auditor.
	In addition, if your assigned auditor is not available when you need the information, he can assist in scheduling information, interpreting the applicable standard(s) and discussing any additions or upgrades to your certification.
	Jeanette can also answer general policy questions and provide information about the SQA Agreement For Services.

	Jamie can help you with any Information Technology related matters.
	Jamie can also assist you with any website related matters.

The market development specialists (MDS) work with prospects and clients to develop proposals for service that meet your needs and those of applicable requirements. They are very knowledgeable and work to provide the most economical proposal that meets requirements. Should changes occur in your organization, and depending upon the significance of these changes, the MDSs may work with the assigned lead auditor to determine what effect the changes have on the current certification.

	Suzanne Hiller - shiller@smithersmail.com
	Barb Wade - bwade@smithersmail.com

	The administrative assistants are able to assist you regarding such items as: approved versions of your audit reports, faxed audit plans, document approval letters, etc.
	Administrative changes to contact information, your certificate and other details can be facilitated by the administrative assistants
	They can also help put you in touch with any of the aforementioned SQA personnel when needed.

	Gladys Bujak - gbujak@smithersmail.com
	Jodi Gardner - jgardner@smithersmail.com
	Teresa Freeman - tfreeman@smithersmail.com
	Patricia Lindley - plindley@smithersmail.com

Rhonda can assist with any questions regarding invoicing, payments terms, pre-pay issues and expenses.