Improving Effectiveness

We work with clients to clearly understand their needs and desired outcomes and then customize our services to meet client needs.

Wild & Associates, Inc. offers a variety of services designed to increase the quality and effectiveness of your services to your clients. We help your staff learn as we progress through a project, so your employees will be able to implement and maintain improvements after the project is complete. We usually customize a program to fit the needs of your organization. Our services often fall into one of two areas:

  1. Providing feedback about your products and services that you can use to improve and
  2. Helping you design new services or redesign your services

AREA 1: Feedback on your Services


1. Audit of Your Certification Program

Wild & Associates, Inc. will audit your certification program(s) against ISO 17024 and NCCA standards. Our focus is to identify areas that meet or don’t meet the standards and provide suggestions for improvement. See below for details.

Purpose of Service: The purpose of this service is to increase the client’s understanding of industry standards and how their program compares to these standards. For those clients interested in achieving accreditation, it provides information needed to develop an action plan to prepare for accreditation. Some organizations may not want to seek accreditation, but do want to be sure that they are meeting industry standards. Again, this service provides these clients with areas for improvement and the information they need to develop an action plan.

Intended Results:

  • Clients will learn about the two major industry standards – specifically ISO/IEC 17024 Conformity assessment – General requirements for bodies operating certification of persons and National Commission for Certifying Agencies Standards for Accreditation of Certification Programs.
  • Clients learn how their certification program’s policies, procedures and documentation compare to the requirements of these two standards.
  • Suggestions for improvement are also provided to clients.
  • Many clients use the report from the audit to encourage their board to move forward with program changes – or convince them that some changes might not be necessary.

Structure: How do we do this? First, we provide you a list of the documentation that we would like to review. Based on the information you provide, we develop a structured agenda and questions for an on-site visit to your organization. We talk to staff, review files, talk to vendors, and explain what we have and are finding. After the on-site, we prepare a report for you to use in planning next steps.

Would you like to learn more about the internal audit – what it entails on your part, what you might learn, etc.? Or do you have questions to help you decide if this service would help your organization? Please feel free to contact Dr. Cheryl Wild.

2. Technical Advisory Committee Review

Wild & Associates, Inc. will work with you to plan and facilitate a Technical Advisory Committee review of your certification program. In this service, industry standards may be part of the review, but you may identify special areas for focus. Technical Advisory Committee members can provide advice and recommendations as well as information to benchmark your organization against other organizations. See below for details

Purpose of Service: The purpose of this service is to learn how your procedures, policies, and services compare to industry best practices and to identify recommendations for improvement.

Intended Results: With this service, clients will obtain feedback from industry experts that may be used to improve their program. Client activities that are exceptional may be commended by the committee. As nice as it is to learn what you are doing well, the most important outcome is finding out how to do better.

Clients learn about alternative methods to do work that all certification organizations must do – providing ideas for ways to improve many areas, including

  • Registration
  • Monitoring test delivery vendors
  • Conducting psychometretic activities
  • Scoring and reporting
  • Recertification
  • Protection of marks

Many clients use the report from the Technical Advisory Committee Review to encourage their board to move forward with program changes – or convince them that some changes might not be necessary.

Structure: How do we do this? First, we spend a lot of time up front on planning. We work with you to identify your areas of concern. We help you identify Technical Committee Members. We develop an agenda. We speak with committee members before the meeting to assure that they know the purpose of the meeting and come prepared. We work with your staff to prepare presentations and understand their role in the meeting. . We facilitate the meeting, develop prioritized recommendations, and write the report.

Are you wondering whether your concerns would be ameniable to review by a Technical Advisory Committee? Would you like to talk about how long such an activity takes to plan or whether it would work for your organization? Please feel free to contact Dr. Cheryl Wild to discuss the appropriateness of this activity for your organization.

AREA 2: Process Improvement


3.  Improve an Existing Process

Wild & Associates, Inc. will work with you to improve your existing processes. In this service, clients typically have identified a service that they want to improve, but they need the tools to review the procedures and decide how to improve. Procedures are customized to the client and may result in reduction of risks, reduction of cycle time, reduction of costs, or increased quality of services. This work can take 4 to 6 months. See below for details

Purpose of Service: The purpose of this service is to take an existing process and improve its timeliness, reduce its cost, increase its accuracy or reliability, or other goal identified by the client. For example, an organization may be taking 8 weeks to report scores and they want to reduce it to 4 weeks.

Intended Results: With this service, an internal client team will work with a consultant to identify process changes, pilot them, and develop an implementation plan.

Structure: How do we do this? First, we work with management to clarify the problem to be addressed and to select a project team to work on the project. We train the team in tools they need to address the issue. We meet with the team several times a month to review progress, train on the next steps, and address issues. We customize the tools to the problem. We have the team report to management periodically. And we focus on providing communication about the team’s work to minimize resistance during the final implementation.

Do you have processes that might be improved and wonder if they are appropriate for an improvement project? Please contact Dr. Cheryl Wild to discuss the appropriateness of this activity for your organization.

4. Design a New Service or Redesign a Service

Wild & Associates, Inc. will work with you to design a new service or redesign a service. (For example, organizations moving from paper-and-pencil to computer-based testing often must redesign their test development and score reporting processes to fit the new delivery mechanisms.) Procedures are customized to the client and consultants with specialized expertise will be selected to match the needs of the project. See below for details.

Purpose of Service: Testing organizations add new services and change services. In these cases, it is often better to design a process from scratch than to patch together old processes. The purpose of this service is to apply process design techniques systematically to insure that the new service meets the needs of your customers.

Intended Results: A new service will be designed, piloted, procedures documented, staff trained, and implemented in a time frame consistent with the scope of the project and the client’s needs.

Structure: How do we do this? First, we work with management to clarify the new service goals and scope. We identify the expertise needed to meet the client’s needs and  select a project team to work on the project. We train the team in tools they need to address the issue. The amount of time spent on site depends on the scope of the project and client needs. We customize the tools and staffing to the problem. We have the team report to management periodically. And we focus on providing communication about the team’s work to minimize resistance during the final implementation.

Are you in the process of designing a new service and wonder if project design tools would be helpful? Please  contact Dr. Cheryl Wild to discuss the appropriateness of this activity for your organization.

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