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ICM Policy

Quality, Impartiality, and Confidentiality Policies

1. Purpose

To define ICM International Management’s commitment to delivering high-quality, impartial, and confidential certification services in accordance with and ISO/IEC 17024 requirements.

2. Scope

This policy applies to all certification activities, personnel, contractors, and committees engaged in the operations of ICM International Management.

3. Quality Policy

ICM International Management is committed to:

• Delivering impartial, consistent, and high-quality certification services that meet or exceed ISO requirements.
• Continuously improving our management system through monitoring, measurement, analysis, and corrective/preventive actions.
• Ensuring all certification decisions are evidence-based, transparent, and free from undue influence.
• Maintaining credibility and trust with all interested parties.

4. Impartiality Policy

• All certification activities shall be free from bias, conflict of interest, or undue influence from commercial, financial, or other pressures.
• A documented Impartiality Risk Assessment shall be maintained and reviewed at least annually.
• All staff, assessors, and committee members shall sign an Impartiality and Conflict of Interest Declaration prior to engagement in certification activities.
• The Impartiality Committee shall oversee the safeguarding of impartiality across all operations.

5. Confidentiality Policy

• All personnel are bound by a signed Confidentiality Agreement.
• Information relating to clients shall not be disclosed to third parties without written consent, unless required by law or accreditation obligations.
• Access to confidential information shall be restricted to authorized personnel only.
• Confidential data shall be stored securely in both physical and digital formats, with access logs maintained.

6. Responsibilities

• CEO: Overall accountability for policy implementation and compliance.
• Quality Assurance Manager: Monitoring, reporting, and training staff on policy requirements.
• All Personnel: Adherence to policies and immediate reporting of breaches.

Strategic Objectives Policies

1. Purpose

This document defines ICM International Management’s strategic direction and sets out the long-term policy framework and measurable objectives that will guide decision-making, resource allocation, and operational improvement. It ensures alignment with ISO/IEC 17024, and applicable statutory and accreditation requirements.

2. Scope

This policy applies to:

• All certification schemes, including those for persons and management systems.
• All operational, administrative, and governance activities of ICM International Management.
• All permanent staff, contracted assessors, auditors, and committee members.

3. Strategic Policy

3.1 Vision

To be a globally recognized, trusted, and innovative Conformity Assessment Body that empowers industries and professionals through credible, impartial, and internationally accepted certifications.

3.2 Mission

To deliver world-class certification services that:
• Verify competence and compliance through robust assessment.
• Strengthen client credibility in local and global markets.
• Support professional growth and organizational excellence.

3.3 Guiding Principles

Impartiality – All certification decisions will be based solely on objective evidence.
Competence – All personnel involved in certification activities will be trained, evaluated, and authorized.
Confidentiality – All sensitive client information will be protected in line with contractual and legal obligations.
Transparency – Certification processes, requirements, and scope will be clearly communicated to all stakeholders.
Continual Improvement – All processes will be reviewed, measured, and improved regularly.

3.4 Strategic Priorities

Compliance and Accreditation

Maintain full compliance with ISO/IEC 17024 at all times.
Meet and exceed accreditation body requirements.

Market Growth

Expand certification offerings into new sectors, including emerging aesthetic, wellness, and professional service fields.
Establish regional representation in key markets (e.g., Malaysia, Hong Kong, Taiwan, Indonesia).

Operational Excellence

Implement efficient workflows, digital tools, and secure systems for certification delivery.
Reduce lead times for certification issuance without compromising quality.

Stakeholder Confidence

Strengthen client relationships through responsive service, effective communication, and clear dispute resolution processes.
Publish accurate and up-to-date information about certification schemes and requirements.

Talent Development

Develop a continuous professional development (CPD) framework for all staff, assessors, and auditors.
Conduct annual performance reviews tied to competence assessments.

4. Strategic Objectives

Objective 1 — Compliance Excellence

Goal: Maintain 100% compliance with ISO 9001, ISO/IEC 17021, and ISO/IEC 17024.
Measurement: Zero non-conformities in external audits.
Action Plan:
Conduct annual internal audits and management reviews.
Maintain an updated legal and standard compliance register.

Objective 2 — Client Satisfaction

Goal: Achieve a satisfaction score of ≥90%.
Measurement: Annual survey results, complaint resolution metrics.
Action Plan:
Introduce client follow-up calls post-certification.
Review feedback quarterly and implement improvement actions.

Objective 3 — Service Expansion

Goal: Launch at least two new certification schemes per year.
Measurement: Number of new schemes successfully accredited and offered.
Action Plan:
Conduct market research to identify high-demand sectors.
Develop and pilot new schemes before full rollout.

Objective 4 — Staff Competence

Goal: Ensure 100% of certification personnel meet competence requirements.
Measurement: Training records, assessment logs.
Action Plan:
Maintain an annual training calendar.
Require all assessors/auditors to complete CPD hours annually.

Objective 5 — Continual Improvement

Goal: Implement at least three measurable process improvements annually.
Measurement: Logged improvements in the Continual Improvement Register.
Action Plan:
Identify improvement opportunities during audits and reviews.
Assign responsibilities and track completion.

5. Responsibilities

CEO – Approves strategic direction, allocates resources, monitors progress.
Quality Assurance Manager – Oversees policy compliance, monitors objectives, reports on performance.
All Staff and Auditors – Contribute to achieving strategic objectives through adherence to processes and proactive improvement suggestions.

6. Review and Updating

This Strategic Policy and Objectives shall be reviewed annually during the management review.
Updates will be documented in the Document Control Register and communicated to all relevant personnel.

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