Choosing an ISO 9000 Registrar: It's All in Knowing What to Ask

By Colin Gray, Cavendish Scott Inc.

For some companies, selecting an ISO 9000 registrar can be one of the most intimidating parts of the certification process. After all, if achieving ISO 9000 is so important, then choosing the registrar who actually makes the final decision must be terribly important as well.

Important, yes, but it need not be intimidating. It's simply a matter of knowing what to ask. The process of selecting a registrar is actually simpler than you might expect. The decision comes down to four simple factors: accreditation status, reputation, service, and cost. With a methodical approach to these factors, the correct decision should come easily.

Following are a simple list of questions you can ask of any registrar. These questions will help you "assess the assessors."

1. What is your accreditation status?
Each country appoints a group responsible for controlling the activities of its registrars who are, in effect, expected to abide by their own quality system, much like ISO 9000, and act responsibly, consistently, and professionally. In the UK, that organization is the UKAS (United Kingdom Accreditation Service); in Holland, the RvA (Raad voor de Accreditation); and in the US, the Registrar Accreditation Board (RAB). These three bodies are worth mentioning since they oversee the most number of registrations worldwide. However, if you have one or more major customers in a country besides the US, UK, or Holland, you might benefit from using a registrar with accreditation in that country.

Indeed, many registrars comply with the accreditation requirements of a number of different agencies. That way, when they conduct an assessment, they can do so in a way that gives you accredited registration in compliance with the controls of two or more countries.

Make sure the registrar has a recognizable accreditation of their service.

2. What is your scope of accreditation?
Accreditation agencies empower registrars to conduct assessments in particular market, commercial, and industrial sectors. It is extremely important, therefore, to make sure that your registrar has your SIC (Standard Industrial Classification) code within their accredited scope—for all accreditation agencies. Make certain of this. Get it in writing, and ensure that their interpretation of your business matches yours by checking and suggesting SIC codes.

In some cases, registrars do not have a particular sector in their scope but "promise" to get it. This may be quite legitimate, since registrars' businesses are growing. However, make sure everyone is quite clear on what will happen, when it will happen, and what you can claim in the meantime. Also, discuss what happens if they don't get it, and make sure everything is put in writing.

3. How are you perceived in the registration market?
The profile of your registrar may be important to you. However, what constitutes "the best" will vary according to industry, and in the end, your customers' perceptions, which might also be different, are extremely important. In practice, very few people have the breadth of experience to be able to comment upon the relative performance of registrars, although your consultant may be able to help here.

Some registrars have the same name as organizations that test products for compliance. Customers may recognize and respect the name and logo, even though the registrar is an entirely separate organization from the testing service.

Other registrars are set up to service specific industrial or commercial sectors. The clue is usually in the name itself: The Ceramic Industries Scheme, Construction Quality Assurance, or Water Industry Certification Scheme. Association with a dedicated registrar may carry greater recognition amongst some customers.

4. What do you mean by "excellent service"?
In the end, what matters most is ability, but this is difficult to ascertain in advance. Since you usually have no voice in the selection of the actual auditor, you have to rely on the reputation of the registrar organization itself. One way to assess service is to check references. Make inquiries among their former customers, or ask your consultant, if you have one.

5. How long will it take to get the certificate after a successful audit?
The answer to this question will give you some insight about their level of service. A vague answer or unreasonable length of time might mean poor service overall.

6. What will it cost?
Considering the similarities and differences of registrars, the decision often comes down to one based on cost. Costs vary widely—so much so that the highest estimate might be twice the cost of the lowest. Some registrars have special small business rates, so be sure to ask.

7. What, exactly, do these charges include?
It's important that you compare "apples to apples." Costs may (or may not) include application fees, administration fees, and document assessment fees—all incurred before an auditor ever sets foot inside your company. There will, of course, be fees for the assessment itself, and there may be regular annual administration fees (sometimes knows as registration fees) thereafter. There will also be a regular annual fee for the registrar to come back once or twice a year to audit the system.

8. Are expenses additional?
Do not assume that because a registrar is local no expenses will be involved. In fact, they might fly an auditor in from another part of the country and charge you for travel, meals, and lodging.

9. Once I've decided, how soon should I commit to a registrar?
As soon as possible! Once you have negotiated a mutually satisfactory deal, you can begin developing a relationship with your registrar and count on some initial help and guidance through the process.

10. What kind of help?
You can expect the registrar to explain the details of the assessment and registration process and advise you of their own specific approach. In developing ISO 9000 systems, questions of interpretation almost always arise. Although the registrar is not permitted to offer advice, they can answer carefully phrased questions about specific issues that will make the entire process go more smoothly.

11. Is it true that some registrars also have a consulting division?
Some do. There is no particular advantage or disadvantage in this practice, except that some customers might perceive your certification as somewhat less objective than the norm.

A final word.
Always make sure that some basic criteria have been met. Don't simply buy a prestigious name, which may cost more and won't necessarily matter to your customers. Make sure the registrar is equipped to handle a company of your type and size. In summary, consider accreditation scope, industry focus, cost, profile, and locality—and don't underestimate the value of friendliness.

For more information: Colin Gray, President, Cavendish Scott Inc., 2480 W 26th Ave., Suite 135B, Denver CO 80211. Tel: 303-480-0111. Fax: 303-480-9000. Email: colingray@cavendishscott.com.