Safeguarding the quality of the organisation

To carry out the work that needs to be done in the countries, a well-oiled, robust organisation is required; one that helps staff execute their tasks as effectively and efficiently as possible. Having the right facilities and procedures in place not only enables IICD staff to carry out their work but also guarantees the quality of the work that is done.

To be accountable to itself and others, IICD uses several tools to measure and monitor the quality of its work both in the countries and the organisation as a whole. It chose to use the ISO system to measure the different qualities of the organisation. In 2008, IICD was visited by an external auditor, following on from the audit that led to IICD’s original ISO 9001:2000 certification in 2007. As IICD complied with all the changes that were required, the ISO 9001:2000 certification was upgraded to ISO 9001:2008. IICD received this new certificate, that had just been launched, in 2009. IICD was one of the first organisations to receive this certificate. One of the tools that helps the Management Team to detect deviations from plans at an early stage is the Management Review. This helps the organisation to stay focussed on realising its plans and getting results.

New policies

In 2009, IICD introduced a number of new policies to further improve the quality of its work. The anti-corruption policy gives guidelines to IICD staff who work with local partners in the countries and advises them on which procedure to follow in the event of suspected fraud. The policy is now taken up in all new contracts with partners to make sure that they too are aware of the measures that IICD will take in the event of any irregularities. 

IICD also introduced a complaints procedure in 2009. This safeguards the interests of the local partner in the event of any disagreements with IICD about the support that is given to the local partner or the outputs that the local partner is supposed to deliver. It informs the local partner whom they should address their complaints to within IICD and how they should go about this. 

Finally, IICD also introduced a Code of Conduct for IICD staff. This explains what is expected in terms of behaviour of IICD staff members when they represent IICD outside  or when they are at the office. The Code of Conduct ensures a good, healthy working atmosphere and ensures that the behaviour of IICD staff outside the office does not conflict with the interests of IICD or damage its reputation.