Assessor Manual

INTRODUCTION
ABOUT QCI
Quality Council of India (QCI), since its inception, has been extensively involved in fostering
quality among all its stakeholders through voluntary certification schemes, design & delivery
of customized capacity building programmes, making strategies for implementation &
sensitizing a cross-section of stakeholders on new developments on quality in areas related
to international framework of accreditation, industry, healthcare, environment, education &
training etc. It also helps the industry and the government to create a competitive
ecosystem at the world level, through various interventions.
QCI being an independent entity, has the mandate to work as a third-party body for fair
assessment and evaluation through competent entities. It was therefore necessary to put in
place provisions which can foster growth within the organization through transparency and
accountability.
ABOUT MANUAL
This manual serves as a comprehensive guide for the management of assessors engaged by
the Quality Council of India (QCI). It outlines the procedures and protocols for selecting,
managing and overseeing assessors through inspection bodies. The aim is to ensure a
standardized and efficient approach to assessor management across various projects
undertaken by QCI.
The introduction of this manual is driven by the need for a structured and consistent
framework for assessor management. By providing clear guidelines and processes, QCI aims
to enhance the quality and reliability of assessments, ensuring that they meet the highest
standards of accuracy and integrity. The manual aim to:
 Standardize the assessor selection and management process.
 Ensure transparency and consistency in the functioning of assessors.
 Enhance the efficiency and effectiveness of quality assessments.
 Provide clear guidelines for inspection bodies and assessors.
QCI PROJECTS
The Quality Council of India (QCI) undertakes a variety of projects aimed at improving quality
standards across various sectors in India.
National Accreditation Board for Hospitals & Healthcare Providers (NABH): QCI, through
NABH, provides accreditation to hospitals, clinics, and other healthcare facilities, ensuring
they adhere to high standards of patient safety and quality care.
National Accreditation Board for Testing and Calibration Laboratories (NABL): NABL offers
accreditation to medical laboratories, ensuring their testing and calibration services meet
international standards.
National Accreditation Board for Education and Training (NABET): QCI, through NABET,
accredits schools, vocational training institutes, and other educational entities, promoting
quality education and training.
National Accreditation Board for Certification Bodies (NABCB): The Board focuses on
accrediting certification bodies, inspection bodies, and training institutions to ensure
compliance with international standards.
The National Board for Quality Promotion (NBQP): The Board conducts training, capacity-
building programs, and quality awareness campaigns.
Project Analysis and Documentation Division (PADD): The division undertakes research,
studies, and documentation of best practices to promote quality standards, ensuring that
QCI remains at the forefront of quality assurance.
Zero Defect, Zero Effect (ZED): This involves certification for MSMEs, the Swachh Survekshan
cleanliness survey, and initiatives in medical device regulation and skill certification.
Training and Capacity Building (TCB): QCI organizes training programs and workshops to
build capacity and enhance the skills of professionals in various fields, promoting best
practices and quality improvement.
The Project Planning and Implementation Division (PPID): The division enhances QCI’s
impact by overseeing the meticulous planning and execution of various quality initiatives. It
focuses on planning, implementing, and managing various quality improvement projects
across sectors.
Special Projects of QCI: QCI undertakes special projects like the evaluation of skill
development programs, assessment of digital initiatives, and quality checks in infrastructure
projects. Some of them are mentioned below:
 Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (PMJAY): QCI assesses and
certifies hospitals under the PMJAY to ensure they meet quality standards.
 Swachh Survekshan: QCI conducts cleanliness surveys across cities in India under the
Swachh Bharat Mission, assessing and ranking cities based on cleanliness
parameters.
 Smart Cities Mission: QCI contributes to the Smart Cities Mission by assessing and
certifying various aspects of smart city infrastructure and services.
 Green Building Certification: QCI provides certifications for green buildings,
promoting sustainable construction practices and energy efficiency.
 India Quality Week: An annual event organized by QCI to promote quality awareness
and best practices across industries.
 ASSESSOR MANAGEMENT
Assessor management encompasses the recruitment, training, deployment, and continuous
monitoring of assessors to ensure they meet the highest standards of quality and efficiency.
This section outlines the critical aspects of assessor management, including qualifications,
performance evaluation, and professional development. The Key aspects of Assessor
Management is specified below:
 Selection Criteria: Establishing clear criteria for academic and professional
qualifications and relevant experience.
 Training Programs: Ensuring assessors are continuously updated with the latest
knowledge and skills.
 Deployment: Matching assessors to projects where their expertise can be most
effectively utilized.
 Performance Evaluation: Implementing a robust system for regular assessment and
feedback to ensure high performance standards.
Qualifications
 Academic and Professional Credentials: Assessors must possess relevant academic
qualifications, such as degrees in pertinent fields, as well as professional
certifications.
 Experience: They should have significant experience in their respective fields,
demonstrating a thorough understanding of industry standards and practices.
 Continuous Professional Development: Participation in ongoing professional
development activities is mandatory to stay updated with the latest advancements in
their field.
Training
 Initial Training: New assessors undergo a comprehensive training program covering
QCI's standards, assessment methodologies, and sector-specific requirements.
 Ongoing Training: Regular training sessions and workshops are conducted to keep
assessors abreast of new developments, technologies, and best practices.
 Specialized Training: Project-specific training modules are developed to address the
unique needs and challenges of individual projects.
Performance Evaluation
 Regular Reviews: Performance reviews are conducted at regular intervals to assess
the effectiveness and efficiency of assessors.
 Feedback Mechanism: A structured feedback mechanism is in place to provide
assessors with constructive feedback on their performance.
 Continuous Improvement: Assessors are encouraged to continuously improve their
skills and knowledge based on feedback and performance evaluations.
Enhancing Assessor Management
To further enhance the effectiveness of assessor management, consider implementing the
following:
 Advanced Selection Processes: Incorporate psychometric testing and competency-
based interviews to select assessors with the right skills and mindset.
 Mentorship Programs: Pair new assessors with experienced mentors to provide
guidance and support during their initial assignments.
 Technology Integration: Utilize advanced software and tools for training, monitoring,
and evaluation to streamline processes and enhance efficiency.
 Recognition and Incentives: Establish recognition programs and incentives to reward
high-performing assessors and motivate continuous improvement.
 PROCESS FLOW OF ASSESSOR SELECTION & FUNCTIONING
The selection and functioning of assessors for QCI projects follow a methodical process
consisting of five key steps, ensuring thorough assessment and adherence to stringent
quality standards.
Step 1: Identification of Need
 Project Requirement Analysis: Identify and document project requirements,
including specific skills and expertise needed.
 Role Specification: Define specific roles and responsibilities for assessors as per the
aligned project.
Step 2: Selection of Assessors
 Call for Applications: Issue a call for applications via QCI's website, professional
networks, and industry associations.
 Screening and Shortlisting: Screen applications based on predefined criteria, and
suitable candidates are shortlisted for further evaluation.
 Interviews and Assessments: Conduct interviews and practical assessments for
shortlisted candidates to evaluate their competencies and suitability for the role.
 Final Selection: Select and onboard successful candidates based on their
qualifications and performance in the assessment process.
Step 3: Documentation
 Document Submission: IBs must submit a Photograph and updated CVs for the
selected assessors within 2 days of the final list.
 Issuance of I-Cards: QCI will issue ID cards for each assessor after receiving the
documents.
Step 3: Training and Onboarding
 Induction Program: As part of the introduction to QCI’s standards and processes,
representatives from Inspection Bodies, together with 1-2 senior assessors,
participate in the initial in-person training session organized by QCI.
 Specialized Training: QCI organizes virtual training sessions for assessors, focusing on
project-specific training that covers assessor responsibilities, survey guidelines,
introduction to questionnaires, ethics & guidelines and other necessary
requirements.
Step 4: Deployment and Functioning
 Assignment to Projects: Assign assessors to projects based on their expertise and
availability, ensuring an optimal match between project requirements and assessor
capabilities.
  Execution: Assessors conduct assessments in accordance with defined protocols and
guidelines, ensuring adherence to QCI’s standards of quality and integrity.
 Monitoring and Support: QCI offer ongoing support, monitors assessors'
performance, and provides real-time solutions to address challenges encountered
during on-site assessments.
Step 5: Performance Evaluation
 Report Submission: Assessors submit detailed reports on their findings, highlighting
areas of compliance and non-compliance, and providing recommendations for
improvement.
 Continuous Improvement: QCI reviews reports and provide feedback to assessors to
ensure continuous improvement and alignment with project objectives
 Feedback Mechanism: Establish a feedback system and performance matrix for each
assessor, scoring them on various parameters to aid in performance evaluation for
future projects.
 ROLE OF INSPECTION BODIES
Inspection Bodies (IBs) play a pivotal role in upholding the standards and integrity of various
quality assessment processes. Their responsibilities extend beyond mere inspections; they
ensure that every assessment is conducted with precision, fairness, and adherence to
established protocols. IBs are crucial in maintaining trust, transparency, and consistency
across different quality control measures. Their roles include:
 Collaboration with QCI: Work closely with QCI to identify the need for assessors and
define their roles.
 Assisting in Selection: Participate in the selection process by providing insights and
expertise.
 Facilitating Training: Help in organizing and conducting training programs.
 Supervision and Monitoring: Oversee the functioning of assessors during projects
and ensure compliance with standards.
 Providing Feedback: Offer constructive feedback on assessor performance to aid in
their development.
The Quality Council of India (QCI) has outlined a comprehensive training and operational
framework. This framework is designed to equip IBs and their assessors with the necessary
skills and knowledge, fostering a culture of excellence and continuous improvement. The
section divides the roles of inspection bodies in three different stages i.e. pre-assessment,
during-assessment and post-assessment.
I. PRE-ASSESSMENT
Initial and Subsequent Training
 Initial Training: Representatives from IBs, along with 1-2 senior assessors, are
required to attend an initial in-person training session conducted by QCI.
 Subsequent Training: Following the initial training, IB representatives are responsible
for training their pool of assessors. This internal training should cover both technical
and soft skills, enhancing their knowledge in areas such as effective communication,
situation handling, and interpersonal skills.
 Training for New Assessors: New assessors must first receive training from the IB
lead and pass a short interview by QCI before deployment.
Documentation and Verification
 Training Documentation: IBs must document the internal training process and
share a Google Sheet with QCI, listing assessors who attended the first level of
training.
 Virtual Training by QCI: QCI will conduct a virtual training session for assessors who
have completed the IB training. Attendance will be verified using the Google Sheet
provided by IBs.
Selection and Onboarding
  Assessor Interviews: Post-training, QCI will conduct one-on-one interviews to select
assessors. Interview outcomes will be updated on the Google Sheet, categorizing
assessors as Shortlisted, Rejected, or Can be Considered if Required.
 Final Selection and Verification: Final selected assessors will be cross-checked
against a blacklist repository and feedback from other projects before deployment.
 Assessor Onboarding: Only those who have completed training or passed the
interview/test should be onboarded.
 Documentation Submission: IBs must submit photographs and updated CVs for
selected assessors within 2 days of the final list.
Operational Readiness
 Issuance of I-Cards: QCI will issue ID cards for each assessor upon receiving the
requisite documents. IBs must ensure that assessors carry and display these ID
cards during assessments.
 Equipment Provision: IBs must ensure that selected assessors are equipped with
phones featuring high-quality cameras and sufficient storage capacity for data
collection.
 Scheduling and Communication: IBs should send the assessment schedule in
advance and avoid changes during the assessment. No new assessors should be
added without proper training.

II. DURING-ASSESSMENT
Point of Contact (POC)
 Designation of POC: Ensure a single POC is assigned to prevent duplication of
efforts.
 Availability of POC: The designated POC should be available throughout the
assessment to resolve issues promptly.
Punctuality
 Timeliness: Ensure assessors arrive on time and are formally dressed.
 Attendance Tracking: The IB lead will share daily attendance and arrival times in
the designated WhatsApp group.
Record Keeping
 Assessment Records: Maintain current records of all completed and cancelled
assessments.
 Communication of Changes: Promptly communicate any sudden changes in plans
to both the assessor and the QCI coordinator.
Accommodation and Travel Records
 Record Maintenance: The IB lead should keep complete records of the assessors'
accommodation and travel.
III. POST-ASSESSMENT
Task Completion Report
 Daily Reporting: The IB should provide details of both completed and pending
assessments to QCI at the end of the day.
Feedback Mechanism
 Performance Evaluation: QCI will establish a feedback system and performance
matrix for each assessor.
 Scoring Parameters: Assessors will be scored on various parameters to aid in
performance evaluation for future projects.