Impact of Accreditation to

ISO/IEC 17025 in Accredited

Testing Laboratories in Mauritius

Bibi Farzeena Shehroze Ramjun

Masters in Business Administration

(General)

University of Mauritius

Faculty of Law & Management

September 2009
 Table of Contents

Contents Page No.

List of Tables vii

List of Figures viii

Acknowledgements ix

Project/Dissertation Declaration Form x

Abstract xi

Abbreviations xii

Chapter 1-Introduction

1.1 Introduction 2

1.2 Background 2

1.3 Problem Statement 3

1.4 Objectives of the Study 4

1.5 Research Questions 4

1.6 Aim of the Study 4

1.7 Significance of the Study 5

1.8 Phases of the Dissertation 5

1.9 Conclusion 5

Chapter 2-Literature Review

2.1 Introduction 7

2.2 Accreditation 7

ii
 2.2.1 Definition of Accreditation 7

2.2.2 Laboratory Accreditation to ISO/IEC 17025 8

2.2.3 Brief History of Laboratory Accreditation 9

2.2.4 Importance of Accreditation 10

2.2.5 Advantages of Accreditation to ISO/IEC 17025 11

2.2.5.1 A recognition of Testing Competence 12

2.2.5.2 A Marketing Advantage 12

2.2.5.3 A Benchmark for Performance 12

2.2.5.4 Avoid Retesting 13

2.2.5.5 Enhance Customer’s Confidence

& Satisfaction 13

2.2.5.6 International Recognition 14

2.2.5.7 Government 14

2.3 ISO & IEC 15

2.4 Reducing Trade Barriers through Conformity Assessment 16

2.4.1 Conformity Assessment 16

2.4.2 Conformity Assessment Procedures 17

2.4.3 Technical Barriers to Trade 17

2.5 ISO/IEC 17025 and its Underlying Principles 18

2.5.1 Capacity 18

2.5.1.1 People 18

2.5.1.2 Environment 19

2.5.1.3 Quality Control 19

2.5.1.4 Procedures 20

iii
 2.5.2 Exercise of Responsibility 20

2.5.3 Scientific Method 21

2.5.4 Objectivity of Results 21

2.5.5 Impartiality of Conduct 22

2.5.6 Traceability of Measurement 22

2.5.7 Repeatability of Test 22

2.5.8 Transparency of Process 22

2.6 Roadmap to Accreditation in Mauritius 23

2.6.1 MAURITAS 23

2.6.2 Accreditation by MAURITAS to ISO/IEC 17025 23

2.6.3 Accreditation in Mauritius 24

2.6.4 Implementation of ISO/IEC 17025 in Laboratories 24

2.6.5 Cost of Accreditation 27

2.7 Conclusion 28

Chapter 3-Research Methodology

3.1 Introduction 30

3.2 Research Questions 30

3.3 Research Design 30

3.3.1 Research Approach 30

3.3.2 Testing Hypothesis 30

3.3.3 Research Method 31

3.3.4 Research Strategy 31

3.3.5 Target Population 32

iv
 3.3.6 Research Instruments 32

3.3.7 Questionnaire Construction 33

3.3.8 Questionnaire Items 34

3.3.9 Pilot Study 35

3.4 The Research Process 35

3.4.1 Administration of the Questionnaire 35

3.4.2 Data Collection 35

3.4.3 Data Analysis 36

3.4.4 Reliability and Validity of Findings 37

3.5 Ethical Considerations 37

3.6 Limitations of the Study 38

3.7 Conclusion 38

Chapter 4-Analysis of Findings & Presentation of Results

4.1 Introduction 40

4.2 Section A- Background Information 40

4.2.1 Laboratories’ Profile (Survey1) 40

4.2.2 Employees’ Profile (Survey2) 43

4.3 Section B- Descriptive Statistics 45

4.3.1 Survey1- Part B: Potential Obstacles during

Implementation of ISO/IEC 17025 45

4.3.2 Survey1- Part C: Impact of Accreditation

on Testing Laboratories 49

4.3.2.1 Performance 49

4.3.2.2 Employees Performing Test 50

v
 4.3.2.3 Suppliers 51

4.3.2.4 Cost of Maintaining Accreditation 52

4.3.2.5 Drawbacks 53

4.3.2.6 Customer Focus 54

4.3.3 Part C: Section 3- Overall Satisfaction of

Organisation 58

4.3.4 Survey 2: Employee Satisfaction 60

4.4 Section C: Hypothesis Testing 62

4.5 Conclusion 65

Chapter 5-Conclusion & Recommendation

5.1 Introduction 67

5.2 Conclusion 67

5.3 Recommendations 68

5.4 Future Work 70

Bibliography 72

Appendix 1-Clauses of ISO/IEC 17025 81

Appendix 2-Clauses of ISO/IEC 17025 Requiring Procedures 82

Appendix 3-Accreditation Services offered by MAURITAS 83

Appendix 4-Survey 1 84

Appendix 5-Survey 2 91

Appendix 6-Frequency Table of Impact of Accreditation on the

Performance of Laboratory 93

vi
 LIST OF TABLES
Figure No. Title Page
3.1 Response rate of survey 36
3.2 Reliability statistics 37
4.1 Profile of laboratories 40
4.2 Reasons for seeking accreditation 42
4.3 Number of employee nature of laboratory 43
4.4 Years of service by nature of laboratory 43
4.5 Level of education by nature of laboratory 44
4.6 Potential barriers during implementation of 45
ISO/IEC 17025

4.7 Performance of laboratory 49

4.8 Means of measuring customer satisfaction 56
4.9 Cross tabulation: Nature of laboratory and 62
impact of accreditation

4.10 Chi square tests: Nature of laboratory and 63

impact of accreditation

4.11 Cross tabulation: Impact of accreditation 64

and level of employee satisfaction

4.12 Chi square tests: Impact of accreditation and 64

level of employee satisfaction

4.13 Symmetric measures: Impact of 65

accreditation and level of employee
satisfaction

vii
 LIST OF FIGURES

Figure No. Title Page

4.1 Nature of laboratories 41
4.2 Reasons for seeking accreditation 42
4.3 Potential barriers during implementation 46
of ISO/IEC 17025

4.4 Impact of accreditation on employees 50

performing tests

4.5 Supplier and laboratory accreditation 51

4.6 Additional costs related to accreditation 52
4.7 Drawbacks of accreditation to ISO/IEC 53
17025

4.8 Impact of accreditation on customer 54

satisfaction

4.9 Percentage of customers requiring 55

accredited test results

4.10 Additional services offered by respondents 57

4.11 Opinion on overall satisfaction of 58
respondents on accreditation

4.12 Employees’ opinion on accreditation 59

viii
 ACKNOWLEDGEMENT

The writing of this dissertation has been one of the most significant academic
challenges I ever had to face. Without the support, patience and guidance of the
following people, this study would not have been completed. It is to them that I owe
my deepest gratitude:

 Mr L.Vencataya, my supervisor for his suggestions and advice despite his

many other academic and professional commitments.
 Dr K. Sukon who spared his invaluable time helping me in doing the
statistical analysis.
 All the head of departments, Quality Managers and employees of the
accredited laboratories who participated in this research project.
 Mr Joolia, Mr Gopee, my colleagues, and my friends, Sharmeen, Vikram,
Pascal, Zyaad, Ridwaan, Varun and Sneid for their valuable suggestions and
help in shaping this project; and not to forget Andy and Vishal for their
infinite kindness and magnanimity.
 My parents, sister, brother in law and Aliza, my niece, who have always
encouraged and believed in me in all my endeavours.
 Indeed to Fayiz, my angel, for making things easy to me. I confess that
without his understanding, co-operation and support, I might never have
completed this work.

This dissertation is dedicated to Fayiz

ix
 UNIVERSITY OF MAURITIUS
PROJECT/DISSERTATION DECLARATION FORM

Name:
Student ID:
Programme of Studies:
Module Code/Name:
Title of Project/Dissertation:
Name of Supervisor(s):
Declaration:
In accordance with the appropriate regulations, I hereby submit the above dissertation
for examination and I declare that:
(i) I have read and understood the sections on Plagiarism and Fabrication and
Falsification of Results found in the University’s “General Information to Students”
Handbook (20…./20….) and certify that the dissertation embodies the results of my
own work.

(ii) I have adhered to the ‘Harvard system of referencing’ or a system acceptable as

per “The University of Mauritius Referencing Guide” for referencing, quotations and
citations in my dissertation. Each contribution to, and quotation in my dissertation
from the work of other people has been attributed, and has been cited and referenced.

(iii) I have not allowed and will not allow, anyone to copy my work with the intention
of passing it off as his or her own work.

(iv) I am aware that I may have to forfeit the certificate/diploma/degree in the event
that plagiarism has been detected after the award.

(v) Notwithstanding the supervision provided to me by the University of Mauritius, I

warrant that any alleged act(s) of plagiarism during my stay as registered student of
the University of Mauritius is entirely my own responsibility and the University of
Mauritius and/or its employees shall under no circumstances whatsoever be under any
liability of any kind in respect of the aforesaid act(s) of plagiarism.

Signature: Date:

x
 ABSTRACT

This study aimed at assessing the impact of accreditation to ISO/IEC 17025 in

accredited testing laboratories in Mauritius. Both secondary and primary data
were used in this research paper. Secondary data was generated through a
literature search on accreditation. The approach used to gather primary data was
both qualitative and quantitative. Two survey questionnaires were designed to
meet the research objectives. Data was collected among eight accredited
laboratories, five public and three private, and their employees performing tests.

Based on the results, it was found that 75% of the accredited laboratories sought
accreditation to obtain formal recognition of testing competence. Findings also
showed that although accreditation was a lengthy process, bureaucratic, as well as
involving substantial investment, all respondents valued accreditation since it
helped them to improve their laboratory operations and fulfil their customers’
expectations. Major obstacles encountered, during implementation and
maintenance of accreditation, by the laboratories were: lack of suppliers of
calibrated equipment, non-existence of accredited metrology laboratories for
calibration of equipment, and unavailability of proficiency testing providers.
Moreover, despite more responsibilities, employees claimed that accreditation did
not benefit them financially. In addition, the majority agreed that there was a lack
of communication from management. But yet they were satisfied to work in an
accredited laboratory. Using chi square test, the study further revealed that
irrespective of the nature of laboratories, whether public or private, accreditation
has had a positive impact on laboratory processes and has improved the level of
employees satisfaction.

Feasible recommendations were made to address the potential barriers to

accreditation. The most pressing ones being that calibration laboratories should
be accredited to ISO/IEC 17025 at the earliest as well as driven campaigns by
MAURITAS to boost national awareness on the economic and social benefits of
accreditation.

xi
 ABBREVIATIONS

1. A2LA American Association of Laboratory Accreditation

2. CAEAL Canadian Association for Environmental Analytical

Laboratories
3. EA European co-operation for Accreditation

4. EU European Union

5. FAO Food and Agricultural Organisation

6. GATT General Agreement on Tariffs and Trade

7. IAF International Accreditation Forum

8. IEC International Electrotechnical Commission

9. ILAC International Laboratory Accreditation Corporation

10. ISO International Organisation for Standardisation

11. MAURITAS Mauritius Accreditation Service

12. MRAs Mutual Recognition Arrangements

13. MSB Mauritius Standard Bureau

14. NA Norwegian Accreditation

15. NATA National Association Testing Authorities

16. PRB Pay Research Bureau

17. SAC-SINGLAS Singapore Laboratory Accreditation Scheme

18. SANAS South African National Accreditation System

19. SWEDAC Swedish Board for Accreditation and Conformity

Assessment
20. TAEC Technical Assistance to Enhance Competitiveness

21. TELARC Testing Laboratory Registration Council

22. TBT Agreement Agreement on Technical Barriers to Trade

23. WHO World Health Organisation

24. WTO World Trade Organisation

xii
 CHAPTER 1
INTRODUCTION
1.1 Introduction

This chapter gives an overview of the importance of accreditation to ISO/IEC

17025 and explains the need to implement a management system according to the
ISO/IEC 17025 standard in organisations. The aim and objectives of the study
have been defined, as well as the structure of the remaining chapters.

1.2 Background

With the advent of globalisation, domestic and export trade have become vital to
the development of a country’s economy. There is a need to lower and/or
eliminate barriers to trade in order to facilitate trade amongst nations. Barriers to
free trade can be in the form of technical regulations and standards, usually
referred to as technical barriers, as established by countries. A General
Agreement on Tariffs and Trade (GATT) working group, set up to evaluate the
impact of non-tariff barriers in international trade in the 1970s, concluded that
technical barriers were the largest category of non-tariff measures faced by
exporters (WTO, n.d). The lowering of technical barriers to trade can be achieved
by harmonising technical regulations, standards and conformity assessment
procedures as laid down in the Agreement on Technical Barriers to Trade (TBT
Agreement) of the World Trade Organization (WTO). The TBT Agreement is an
integral part of the WTO Agreement, which now extends to 148 countries
(Guasch et al, 2007).

Accreditation is one of the tools available to lower such barriers. It creates

confidence in the work carried out by certification and inspection bodies, as well
as testing and calibration laboratories, located anywhere in the world. Without
accreditation, tests carried out in the exporting country would have to be repeated
by a recognised laboratory in the importing country and an adverse test report
could result in the rejection of the finished goods (UNIDO, 2003). Usually there
is an increase in cost in producing the required goods. While international trade is
fundamentally linked to supply capacity and cost, laboratory accreditation and the
recognition of test results is a final determinant as to whether the goods produced
by the exporter are acceptable in other countries (UNIDO, 2003).

2
The International Laboratory Accreditation Cooperation, (ILAC), is the principal
forum at international level for laboratory accreditation. ILAC fosters multilateral
recognition among members for the enhancement and facilitation of acceptance
of test and calibration data. This approach allows countries with similar
accreditation systems to establish agreements among themselves. These
agreements, called mutual recognition arrangements (MRAs), include mutual
evaluation and acceptance of each other’s accreditation systems as equivalent.
MRAs enable accredited laboratories to achieve a form of international
recognition, thereby allowing test data accompanying exported goods to be more
readily accepted. This will lead towards achieving the free-trade goal of a
“product tested once and accepted everywhere” (Unger, 2009).

The International Organization for Standardization (ISO) and the International

Electrotechnical Commission (IEC) are two standard setting bodies working
together to develop international standards. ISO/IEC 17025, General
Requirements for the Competence of Testing and Calibration Laboratories, is one
among the standards developed jointly by these institutions applicable only to
testing and calibration laboratories, to assess their competence.

1.3 Problem Statement

It is the obligation of any government to protect human safety and health, and the
environment. Widespread complaints from the public in Mauritius show the
general dissatisfaction expressed towards the services offered by government
institutions. The Pay Research Bureau (PRB) report 2003 stipulated that it would
be in the interest of the public sector organisations to implement ISO principles to
provide a quality service to the society (PRB, 2003). Thus, to improve on service
delivery, government institutions have been adopting ISO 9001 quality
management system for their operation since the last five years. In addition, since
the Mauritius Accreditation Service (MAURITAS) started providing
accreditation services in 2005, government laboratories have been implementing
a quality management system in line with the requirements of ISO/IEC 17025.

The private sector is also wholly concerned with the development and
establishment of working tools that promote the quality of products and/or

3
services as well as shortening the lead time for supply inspection and acceptance,
to be successful in the marketplace. Quality improvement has become a key
national and international business strategy. Testing laboratories play an
important role in the quality systems of organisations. Several organisations have
already implemented ISO/IEC 17025 to improve existing processes. In addition,
customers have asked private laboratories to have a quality management system
in accordance to ISO/IEC 17025 for their products to be readily acceptable on the
market.

1.4 Objectives of the Study

The specific objectives of the study are as follows:

 To assess the impact of accreditation to ISO/IEC 17025 in testing

accredited laboratories, both private and public, in Mauritius.
 To investigate whether accreditation to ISO/IEC 17025 has improved
employees’ satisfaction in accredited testing laboratories
 To identify reasons for seeking accreditation to ISO/IEC 17025.
 To investigate potential barriers faced during implementation of ISO/IEC
17025 in testing laboratories.

1.5 Research Questions

 What are the impacts of accreditation to ISO/IEC 17025 in accredited

testing laboratories in Mauritius?
 How accreditation to ISO/IEC 17025 has improved employees’
satisfaction in accredited testing laboratories?
 Why have laboratories sought accreditation to ISO/IEC 17025?
 What are the potential barriers faced during implementation of ISO/IEC
17025?

1.6 Aim of the Study

The major aim of this research paper is to assess the impact of accreditation to
ISO/IEC 17025 in accredited testing laboratories in Mauritius.

4
1.7 Significance of the Study

This research project will be beneficial to the laboratory community and its
customers as this study enhances the importance of accreditation to ISO/IEC
17025 for the economic and social development of the country.

This study will also be helpful to assess the views of employees involved in the
management system based on ISO/IEC 17025. Therefore, findings are expected
to contribute towards improving staff motivation and the management system.

Furthermore, this research will identify potential obstacles to the implementation

and maintenance of accreditation to ISO/IEC 17025. Recommendations will be
proposed to address these constraints.

1.8 Phases of the Dissertation

Chapter 1 provides a brief introduction of the subject matter of the dissertation.

Chapter 2 explains the history, importance, benefits and concept of accreditation

to ISO/IEC 17025.

Chapter 3 outlines the methodology used for the purpose of the study.

Data presentation and analysis of the study are presented in Chapter 4.

Chapter 5 provides conclusions and recommendations of the study.

1.9 Conclusion

This chapter has introduced the subject of accreditation. The significance of the
study and the research questions have been outlined. The next chapter will
address an in-depth research on relevant literatures on accreditation to ISO/IEC
17025.

5
 CHAPTER 2

LITERATURE REVIEW
2.1 Introduction

This chapter begins with a definition of accreditation as well as a brief history.

The importance of accreditation to ISO/IEC 17025 in the global economy and its
benefits have been outlined. It further lays emphasis on the role of ISO and IEC
to develop international standards and the use of accreditation as a tool to reduce
technical barriers to trade. The concept behind the international standard ISO/IEC
17025 has also been elaborated. Finally, accreditation in Mauritius is explained.

2.2 Accreditation

2.2.1 Definition of Accreditation

ISO/IEC 17000:2004 defines accreditation as the “third-party attestation related

to a conformity assessment body conveying formal demonstration of its
competence to carry out specific conformity assessment tasks”.

Attestation is “issue of a statement, based on a decision following review, that

fulfilment of specified requirements has been demonstrated” (Szewieczeka,
Karkoszkaa, & Zającb, 2009).

According to ISO/IEC 17000 (2004), a conformity assessment body can be a

calibration laboratory or a testing laboratory or an inspection body or a product
certification body or a system certification body or personnel certification body.

Conformity assessment tasks can be categorised into the following (Productivity

Commission, 2006):

 Calibration- checking the accuracy of measuring devices and equipment.

 Testing- determining the properties of products or materials. The equipment
used in these tests will often need to be calibrated.
 Inspection- judging or grading the quality of products or services.
 Certification- giving an assurance that a product, process or service
conforms to specified requirements. There are three main types of
certification:

7
  Product certification checks that a specific product has passed relevant
tests and meets packaging or labelling requirements.
 Systems certification certifies that a management system meets a
particular standard. An example is the ISO 9001:2000 standard for
quality management systems, which is designed to ensure that a business
is achieving a consistent level of quality across all of its output.
 Personnel certification assesses the qualifications of auditors and certifies
that they are competent to undertake product or systems audits.

2.2.2 Laboratory Accreditation to ISO/IEC 17025

Laboratory accreditation ensures that a laboratory is competent to perform

specified tests or measurement and has management policies and practices that
are likely to produce reliable test data each time a test is performed.

According to Robinson & Valentine (2001), competency is defined as having all

the necessary components such that the test can be carried out correctly. These
components include

 Trained and qualified staff

 Properly functioned equipment
 Standardised methods
 Proper environmental conditions
 Procedures for feedback and corrective action
 Quality control system

A testing laboratory is defined by ISO as a body disposing of the necessary

measuring and test equipment and of appropriately qualified persons whose main
function is to measure, examine, test or otherwise determine the composition,
characteristics or performance of product, materials, components, assemblies or
structures (Stanger, 1989).

Any laboratory seeking accreditation needs to have necessary resources to

undertake all tests or group of tests correctly and consistently as defined under its

8
scope of accreditation. The competence of a laboratory is evaluated against
ISO/IEC 17025.

2.2.3 Brief History of Laboratory Accreditation

History indicates that testing laboratories emerged in the second half of the
nineteenth century (Stanger, 1989). The testing laboratories provided specialised
services which included approval and quality assurance programs to specific
industries such as the automotive manufacturers and the military.

The history of laboratory accreditation is summarised below (Garside & Gilmour,

1983; NATA, 2009):

 1920s- First proposal to establish a national laboratory approval system,

Australia.
 Early 1940s- Approved Wartime Test House Scheme by Australian
Government whereby both government and private laboratories
performed routine testing of raw materials.
 1947- The success of the above scheme led to the creation of the National
Association Testing Authorities (NATA) in Australia, the first national
laboratory accreditation system in the world.
 1972- New Zealand adopted the second national accreditation system with
the setting up of Testing Laboratory Registration Council (TELARC).
 1973- Denmark was next to establish a national accreditation scheme.

With only very few accreditation bodies in the early 1980s, by the year 1987,
there were 21 such accreditation bodies worldwide mostly in Europe, Asia and
the Americas (NATA, 2009). The first accreditation body in Africa is the South
African National Accreditation System (SANAS) which has been set up in 1996
(UNIDO, 2003). The second accreditation body set up in the African region was
MAURITAS in 1998.

NATA was the pioneer in the field of laboratory accreditation in the world
exhibiting new features as listed below (Garside & Gilmour, 1983):

9
  to provide a national testing service for government, industry and
commerce,
 to operate a uniform system throughout Australia, and
 to use a unique method of assessment of the competence of laboratories by
independent experts.

The growing interest in laboratory accreditation led to the first ILAC conference
in Copenhagen in 1977 (NATA, 2009). ILAC produced a document for
laboratory accreditation which was adopted as ISO Guide 25: 1978 (Squirrell,
2008). This standard was revised in 1990 and another revision led to ISO/IEC
17025 in 1999. The latest standard published in 2005 incorporates quality
management elements of ISO 9001 (Squirrell, 2008).

According to ILAC (2009), there are almost 29000 laboratories accredited

worldwide in 2007, representing a growth of over 30% since 2004.

2.2.4 Importance of Accreditation

Without accreditation, buyers of commodities or products would solely rely on

the seller’s assurance about the quality or safety of a product or their own
inspections. Assurance from sellers can be unsatisfactory since they have
incentives to overstate quality of product and consumers are often deprived of
information. For instance, in September 2008, the world was taken aback by the
problem of melamine in Chinese baby milk and related dairy products. It was
found that factories producing milk added melamine to boost the apparent level
of protein. The Codex Alimentarius, the international reference for development
of food standards, jointly published by the Food and Agricultural Organization
(FAO) and World Health Organization (WHO), does not recognise melamine as a
food additive (WHO, 2009). Manufacturers bypassed the Codex guidelines and
released their melamine enriched milk products on the market. This led to the
hospitalization of more than 50 000 infants and young children, and six deaths in
China (WHO, 2009). Many countries importing dairy products from China had to
carry out massive product recalls from market shelves and domestic outlets.

10
It is worth noting that once a defective product enters the marketplace, it is unsafe
for consumers. Recalls are never 100% effective and are a tremendous waste to
distributors and a nuisance, if not threat, to consumers. The cost associated with
accreditation of a laboratory is far less than the costs and public scrutiny
associated with recalls.

2.2.5 Advantages of Accreditation to ISO/IEC 17025

A study carried out by Hacham and Sheinman (2003) pointed out the benefits of
accreditation to ISO/IEC 17025 with respect to improved quality customer
service and handling customer's complaints, establishing multi-channel
communication, enhanced inter-laboratory collaboration and coordination.

Another study carried out by Vlachos et al. (2002), in the General Chemical State
Laboratory of Greece, on the implementation and the maintenance of the
ISO/IEC 17025, found that despite drawbacks of developing and maintaining an
efficient management system such as time-consuming efforts, increase expenses
and bureaucratic procedures, the whole process is quite rewarding and fruitful.

Accreditation provides extensive training to both management and laboratory

employees. There is evidence of a strong relationship between laboratory
accreditation and employee satisfaction (Verstraete et al., 1998). Laboratory
accreditation leads to the overall traceability of laboratory work, better
knowledge of the methods and equipment, a more systematic and empowering
approach to laboratory management, improvement in personnel professionalism
and skills, better working instructions, increased level of responsibilities, and
fewer errors from employees (Verstraete et al., 1998; Siloaho and Puhakainen,
2000). Access to information and data from internal and external sources to
perform corrective and preventive activities improves organisational learning
(Halevy, 2003). Laboratory accreditation further enhances the performance of the
organisation through better control of laboratory operations and feedback from
customers. This will result in potential increase in business due to enhanced
customer satisfaction (NABL, n.d).

11
According to Wiegers (2002), accreditation leads to an increase in productivity,
morale of staff and ability to stay abreast of developments in requirements for
competence and testing.

Mukhopadhyay (2004) and ILAC (n.d., 2001, 2008) highlight the following
benefits of laboratory accreditation.

2.2.5.1 A recognition of Testing Competence

Laboratory accreditation provides formal recognition of competence to

laboratories, thus raising the efficiency and effectiveness of laboratory operation.
It allows customers to select appropriate testing services and minimises the risk
of unreliable results. Laboratories are regularly assessed by the accreditation
body to ensure continual compliance with requirements.

Laboratories are also required to participate in relevant proficiency testing

programs between reassessments, as a further demonstration of technical
competence. A study carried out from 1997 to 2000, by the Canadian Association
for Environmental Analytical Laboratories (CAEAL), revealed that accredited
laboratories outperformed non-accredited laboratories when performing the same
proficiency testing programme. Following this study, in 2001, over 33 % of non-
accredited laboratories sought accreditation (CAEAL, 2002).

2.2.5.2 A Marketing Advantage

Accreditation is an effective marketing tool for testing, calibration and

measurement organisations, and a passport to submit tenders to contractors that
require independently verified laboratories. Users of accredited laboratories will
enjoy greater access for their products, in both domestic and international
markets.

2.2.5.3 A Benchmark for Performance

Laboratory accreditation ensures that laboratories perform their work correctly

and to appropriate standards. It provides them with a benchmark for maintaining
that competence. In addition to commercial testing and calibration services,

12
manufacturing organisations may use laboratory accreditation to ensure the
testing of their products by their own in-house laboratories is being done
correctly.

2.2.5.4 Avoid Retesting

Testing of products and materials can be expensive and time consuming, even
when they are done correctly the first time. If not done correctly, then the cost
and time involved in re-testing can be even higher if the product has failed to
meet specifications or expectations. Not only costs go up, but reputation as a
supplier or manufacturer can go down. Thus, a product tested in a particular
country by an accredited laboratory minimises the chances of retesting and
reducing chances of additional financial burden and time delays.

2.2.5.5 Enhance Customer Confidence and Satisfaction

Confidence in a product is enhanced if customers know it has been thoroughly

evaluated by an independent, competent testing facility, that is, an accredited
laboratory. Increasingly, customers are relying on independent evidence, rather
than simply accepting a supplier's word that the product is “fit for purpose”.

A survey conducted by the Swedish National Testing and Research Institute in

2001-2002 concluded that 81 % of its customers valued the importance of an
accredited test result and 12 % found irrelevant the use of accredited test result
(Holmgren, 2003).

In addition, another survey was carried out in an accredited Polish laboratory in

2006 on the level of satisfaction on services provided by the laboratory. Results
showed that 41% of questionnaired were very satisfied, 53% were satisfied and
the remaining 6% were moderately satisfied with the services (Szewieczeka,
Karkoszkaa, & Zajacb, 2009).

13
2.2.5.6 International Recognition

Laboratory accreditation ensures international acceptability of test data and

facilitates trade among countries. This reduces cost for exporters and duplication
of test in the importing countries.

Accreditation is gaining due recognition on the international level, the latest

being the setting up of a legal framework for accreditation in Europe as it is
found that accreditation plays an important role in the European Union’s
economic infrastructure. On 9 July 2008, Regulation (EC) 765/2008, Setting out
the requirements for accreditation and market surveillance relating to the
marketing of products, was adopted by the European Parliament and the Council
of the European Union (EC, 2008).

The Regulation sets out a legal framework for accreditation in the European
Union (EU) thus enhancing confidence in conformity assessment of products by
strengthening the role of accreditation for testing, certification and inspection
bodies. It also reinforces Market Surveillance structures to protect citizens from
unsafe products (including those from outside the EU) and level the playing field
for compliant business, by removing those products from the market.

A major policy intention of this Regulation is to reduce duplication and remove

the need to hold multiple accreditation certificates. This will facilitate mutual
recognition and promote the overall acceptance of accreditation certificates and
conformity assessment results across the European Economic Area, irrespective
of the issuing European Union country of origin. Hence, conformity assessment
bodies will require only one accreditation throughout the European Economic
Area. The Regulation (EC) 765/2008 will come into force on 1 January 2010.

2.2.5.7 Government

Governments are using accreditation through regulations to reduce uncertainties

associated with decisions that affect the protection of human health and the
environment, and meet their responsibilities and safeguard the public.

14
2.3 ISO & IEC

ISO is a network of national standards institutes from 162 countries and is the
world’s largest developer of internationally harmonised standards (ISO, 2009).

IEC is the global organization that prepares and publishes International Standards
for all electrical, electronic and related technologies (IEC, 2004).

ISO and IEC form a specialised system for worldwide standardization. National
bodies that are members of ISO or IEC participate in the development of ISO
standards through their technical committees, and ISO and IEC committees
collaborate. Both ISO and IEC produce around 85% of all international standards
(Productivity Commission, 2006).

The use of standards is of paramount importance as:

 they play a pivotal role in facilitating market exchange and they reduce
transaction costs: distant parties unknown to each other are able to share
expectations on the qualities of products and processes, and ensure
compatibility
 they reduce costs by delivering economies of scale
 they facilitate international trade, global transport, communication and
technological innovation
 they provide consumers with greater certainty about the quality and safety
of products
 they are increasingly used by governments to address concerns about social
issues and the environment
 they facilitate the diffusion of technology
 they provide regulators with an additional tool to meet policy objectives
(Productivity Commission, 2006).

Without international standards, technical barriers to trade would result in

increased costs for importers and consumers, reduced competition and different
standards of a product or service.

15
2.4 Reducing Trade Barriers through Conformity Assessment

2.4.1 Conformity Assessment

Conformity assessment according to the definition in ISO/IEC 17000 (2004) is

the demonstration that specified requirements relating to the product, process,
system, person or body are fulfilled.

Conformity assessment provides a user or purchaser or regulator with the needed

confidence that a product, service, process, system or person meets relevant
requirement.

There are three types of conformity assessment namely:

 First Party or Supplier’s Declaration of Conformity

This implies that the responsibility rests on the supplier for testing to
demonstrate the conformance of a product to its specification, i.e, a self-
declaration from the supplier. The declaration may be in the form of a
certificate, brochure, manual or product or packaging markings (IEC,
2008).

 Second Party or Buyer Declaration of Conformity

This implies a person or organisation that has a user interest in the

product. The purchaser does his/her own testing. For example, a consumer
checks an appliance upon purchase to ensure that it conforms to its
specification (IEC, 2008).

 Third Party

This implies a person or an independent body performs the verification

that product’s specification is being met. Example of third party
conformity assessment includes: testing, inspection, certification and
accreditation (Unger, 2008).

16
Third party assessment provides benefits to everyone in the supply chain from the
supplier to the consumer. It also involves governmental bodies putting in place
conformity assessment infrastructure to ensure that health, safety and
environmental conditions are met.

Besides providing confidence and trust to consumers and purchasers, conformity

assessment also helps to facilitate the free flow of goods and services on the
international level.

2.4.2 Conformity Assessment Procedures

According to IEC (2008), technical and regulatory infrastructure of a country

must have certain characteristics before one may expect to derive maximum
benefit from international standards and conformity assessment:

 Established metrology infrastructure, both in legal metrology and facilities

for traceable calibration of laboratory equipment
 Competent product test laboratories, whether government or private, with
up-to-date equipment
 Trained personnel, both for laboratories and for government agencies (e.g.
regulators)
 A stable, well-publicised regulatory regime, clearly organised at national
level and determining the roles of government agencies and certification
bodies

These conformity assessment procedures are technical procedures which

confirmed that products fulfil the requirements laid down in regulations and
standards.

2.4.3 Technical Barriers to Trade

In 1947, members of the United Nations gathered in Geneva for the first round to
discuss international trade. Provisions of GATT only make reference to technical
regulations and standards. In the second round of negotiation, the Tokyo round,
in the 1970s, it was found that technical barriers to trade were the major problem
faced by exporters. In 1995, WTO was set up to continue the work of GATT.

17
WTO´s TBT Agreement was established to prohibit the use of technical
regulations, product standards and conformity assessment as unnecessary
obstacles to international trade (Guasch et al, 2007). The agreement:

 requires national technical regulations to be transparent, justifiable and non-

discriminatory based on international standards,
 encourages members to sign mutual recognition agreements on conformity
assessment, and
 encourages the development of harmonised international conformity
assessment systems.

2.5 ISO/IEC 17025 and its Underlying Principles

ISO/IEC 17025 is divided into two sections, management and technical

requirements, comprising of 15 and 10 clauses respectively, as shown in
Appendix 1.

The management system includes the quality policy statement and the quality
objectives to be met by the laboratory. These should be communicated to all staff
in the performance of their duties.

According to Gravel (2006), ISO/IEC 17025 is based on eight principles, as

explained below.

2.5.1 Capacity

This implies that a laboratory has the appropriate resources to perform test and/or
calibration, to produce reliable results. Resources include people with required
skills and knowledge, the appropriate environment with required facilities and
equipment, the quality control and the procedures.

2.5.1.1 People

All personnel who have a direct effect on the validity of the test results should
demonstrate their competence to perform specific tasks. Personnel records for
education, training, technical knowledge and experience should indicate that the

18
person is competent, as defined in their job descriptions. The laboratory should
evaluate the competence of all personnel and ensure that training is kept up-to-
date. Personnel are also required to contribute to meet the quality policy
statement and the quality objectives of the management system.

2.5.1.2 Environment

The laboratory may perform work in permanent or mobile facilities, where

environmental conditions are met. These facilities should be furnished with
appropriate equipment.

For each area that requires a controlled environment, the laboratory should
document the conditions that they are controlling and parameters that affect the
test should be monitored appropriately. Records should indicate that all
environmental conditions that may affect the validity of data have been identified.
The laboratory should take necessary actions when environmental conditions are
outside the acceptable range. Access to controlled areas should be identified and
controlled to the extent necessary to protect the controlled environment. Good
laboratory practice is encouraged.

The laboratory is responsible for making sure that its equipment meets the test
specifications. This is a critical component of the evaluation of the laboratory’s
competence. The equipment must be capable of giving a valid test result based on
the requirements of the specification. This factor must be taken into consideration
when purchasing equipment and maintaining older equipment. The laboratory
must ensure that equipment is capable to perform the test. This can be found in
the manufacturer’s specifications or manual. Equipment must be calibrated or
checked to assure that it meets the specifications prior to use.

For unforeseen reason, when a laboratory subcontracts test, the laboratory should
ensure the sub-contractor also complies with requirement of ISO/IEC 17025.

2.5.1.3 Quality Control

Quality control is of paramount importance in laboratory accreditation. It gives

confidence in the work performed by the laboratory. The validity of results

19
should be rigorously monitored through quality control checks, which may be
internal or external. Internal quality control usually is done using statistical
techniques to detect trend in the results. External quality control is done either
through proficiency testing programme or inter-laboratory comparison to
compare results obtained by the laboratory.

According to ILAC-P9 (2005), proficiency testing and inter-laboratory

comparison are defined as:

Proficiency testing is the determination of the calibration or testing performance

of a laboratory or the testing performance of an inspection body by means of
inter-laboratory comparison.

Inter-laboratory comparison is the organization, performance and evaluation of

calibrations/tests on the same or similar calibrations/tests items by two or more
laboratories in accordance with predetermined conditions.

2.5.1.4 Procedures

The laboratory should have procedures in place that are understood by staff
involved in laboratory work as well as to meet the management requirements of
ISO/IEC 17025. Staff should be trained to use these procedures.

ISO/IEC 17025 procedures should be established for 16 clauses as shown in

Appendix 2.

2.5.2 Exercise of Responsibility

As per the requirements of ISO/IEC 17025, responsibilities shall be assigned to

persons with specific tasks.

There should be a Quality Manager who has overall responsibility of the quality
management system, including implementation and monitoring. He should have
access to the highest level of authority for decision making concerning the
laboratory in the organisation.

20
There should be a person who is familiar with the methods and procedures, the
objective, and assessment of results of the tests or calibrations performed. He is
responsible for the smooth running of the laboratory and that the laboratory has
the necessary resources to ensure the required quality of the laboratory
operations.

The technical staff should perform tests and/or calibrations according to standard
operating procedures with support personnel for assistance.

The authority and responsibility of the above personnel having an influence on

the validity of the test result are best described in a Job Description.

The laboratory or the organisation of which it is part should be legally

responsible for all work undertaken by the laboratory under its scope of
accreditation. The laboratory or organisation may be incorporated as a company
or formed through partnership agreement or is established by an act of
Parliament.

2.5.3 Scientific Method

Tests carried out by a laboratory under its scope of accreditation should be in line
with international recognised scientific methods and any deviation of the test
method should be validated before use to ensure that the method is still fit for its
purpose. It is preferable to use test methods designed by ISO or any international
bodies that have expertise in their relevant field.

2.5.4 Objectivity of Results

Test results are based on a recognised system of measurement traceable to the

internationally recognised system of measurement, the SI Unit. For qualitative
results, such as in analytical chemistry, all instrumentation used to produce the
results should be traceable in order for the measurement to be considered
traceable.

21
2.5.5 Impartiality of Conduct

It is of vital importance that officers performing test follow standard operating

procedures with no conflict of interest in their work. In any circumstances
influences should not be permitted to take precedence. Usually, staff is required
to sign a confidentiality document which restricts them from divulging
information gained in the course of their duties. Additionally, to avoid conflict of
interest, pressure or any undue influences, staff should follow standards of ethical
conduct governing the laboratory or organisation.

2.5.6 Traceability of Measurement

Results produced within the scope of work of a laboratory, is based on the SI

Unit.

Traceability of measurement is also related to equipment used for testing.

Standards used to calibrate equipment should be traceable to national and
international standards.

2.5.7 Repeatability of Test

This is a concept that the test which produced the objective results will produce
the same results, within accepted deviations during subsequent testing, and within
the constraints of using the same procedures, equipment and persons used during
a previous execution of the test. Repeatability of test forms part of quality control
procedures to monitor the validity of tests.

2.5.8 Transparency of Process

Transparency of process means that the test procedures are opened to internal and
external scrutiny. Internal scrutiny includes the laboratory staff, internal audit and
management review. On the other hand, external scrutiny refers to customers and
the accreditation body as the latter cannot accredit a laboratory without a
complete assessment of competence by independent assessors. Customers in
some cases may ask the laboratory to provide data on the methods used.

22
2.6 Roadmap to Accreditation in Mauritius

2.6.1 MAURITAS

The Technical Assistance to Enhance Competitiveness (TAEC) project funded by

the World Bank, the Government of Mauritius and the private sector, in 1994,
recommended among others the establishment of an independent national
accreditation body to accredit testing and calibration laboratories, and
certification bodies, in order to enhance export quality (World Bank, 1994). In
1998, by an act of Parliament, the Mauritius Accreditation Service Act,
MAURITAS was created under the aegis of the Ministry of Industry, Commerce
and International Trade (Budoo, 2008). MAURITAS is the sole body providing
accreditation to conformity assessment bodies.

The main functions of MAURITAS are:

 To provide a national unified service for the accreditation of conformity

assessment bodies.
 To establish MRAs with other national, regional and international
accreditation bodies.

MAURITAS operates laboratory accreditation programmes in various fields of

testing and calibration, as listed in Appendix 3.

MAURITAS benchmarks its level of services with international guidelines and

standards and it is already an Associate Member of ILAC, and a member of the
International Accreditation Forum (IAF).

2.6.2 Accreditation by MAURITAS to ISO/IEC 17025

The procedures to seek accreditation with MAURITAS are:

1. Setting up of a Quality Management System in line with ISO/IEC 17025

for testing and calibration laboratories.

23
 2. Filling of an application form (available from MAURITAS) and
submission of relevant documents, that is, the quality manual, quality
procedures and working instructions, to MAURITAS.
3. A pre-assessment visit will be conducted by MAURITAS. The pre-
assessment visit consists of a document review.
4. After the pre-assessment, MAURITAS will recommend whether the
laboratory is ready for accreditation.
5. If the laboratory can be accredited, within six months, an initial assessment
will be conducted by assessors against the requirements of ISO/IEC 17025
and any other relevant documents.
6. Any non conformances raised during the initial assessment have to be
cleared within 3 months. The laboratory should then submit proof of
corrective actions taken to MAURITAS.
7. If the corrective actions are accepted by MAURITAS, the Accreditation
Committee will recommend the accreditation of the laboratory for the
defined scope of accreditation. A certificate will be issued accordingly.
8. The accreditation granted to a laboratory by MAURITAS remains valid for
a period of four years subject to satisfactory annual surveillance.

2.6.3 Accreditation in Mauritius

Accreditation in Mauritius is voluntary, except if it is required by law, for

instance, the Environment Protection Act. There currently exist ten accredited
testing laboratories. Eight are accredited by MAURITAS, one by Singapore
Laboratory Accreditation Scheme (SAC-SINGLAS,), and one by Swedish Board
for Accreditation and Conformity Assessment (SWEDAC).

2.6.4 Implementation of ISO/IEC 17025 in Laboratories

Any laboratory willing to be accredited to ISO/IEC 17025 has to work according

to the requirements of the standard. For many laboratories the decision to attain
accreditation is taken by senior management of the organisation and passed down
for implementation by the laboratory personnel.

24
The laboratory may apply for as little as one to as many tests, which will be
defined under its scope of accreditation.

According to Wilson and Weir (1995), the steps involved in establishing a

management system for a laboratory are:

 Choosing an accreditation body. The body will provide the laboratory with
relevant guidance documents to implement the system.
 It is vitally important to involve all staff performing test right from the start.
They should be familiar with ISO/IEC 17025 and other relevant documents.
All documents in use should be an updated version approved by responsible
persons.
 Establishing laboratory policy with respect to each area of the system. For
example, policy with respect to training of staff, dealing with complaints,
carrying out audit and handling of test items.
 Appraise the current system and upgrade it to meet the requirements of the
standard.
 Drafting the Quality Manual which contains policy statements of all clauses
of the standard and related procedures.
 Audit the system
 Review the system

However, there is no one way to implement a management system in a

laboratory.

Laboratories have the option of hiring the service of an expert in that field
(consultant) to implement ISO/IEC 17025, or this can be done in-house. An
additional cost will have to be borne by the organisation if a consultant is hired.

Top Management designate a person responsible to implement the management

system. A gap analysis is performed to know the current status of the laboratory.
A team is formed to establish relevant documents such as the quality manual,
quality procedures, working instructions, forms and other records. The team
should ensure that operating equipment manuals are available for ease of
reference.

25
The person in charge of the laboratory prepares a checklist to identify the current
calibration status of equipment. Equipment that needs to be calibrated is sent to a
metrology laboratory for calibration. The person in charge is required to set a
calibration schedule for all equipment used for testing.

A conducive environment should be provided to meet the requirements of the

tests. For instance, if a test needs to be performed at a temperature of 20oC,
appropriate measures should be taken to ensure that this condition is maintained
throughout the test.

Management has to provide training to staff to understand all relevant documents

in order to work accordingly. Further training on internal audit, uncertainty of
measurement and method validation will have to be conducted by external
trainers.

The person in charge of the laboratory and all the personnel who participate in
carrying out laboratory tests or any other tasks related to accreditation should be
qualified and properly trained.

The quality management system is run for a period of time as determined by the
organisation.

It is advisable that the laboratory performs an inter-laboratory comparison for

tests that are defined in the scope of accreditation for comparison of test results.

Internal audit is then carried out to assess the effectiveness of the system. For any
non-compliance with the standard, corrective actions are taken.

A management review meeting is conducted to ensure that the laboratory

management system is operating as per ISO/IEC 17025. Management decides to
submit the application to an accreditation body. In case, application is submitted
to MAURITAS, steps in 2.6.2 are followed.

26
2.6.5 Cost of Accreditation

There are several factors that affect the cost of accreditation which includes the
size of the laboratory, the location of the laboratory, the scope, type and fields of
testing, the gap between the status of the laboratory and the requirement for
accreditation and the fees required by the selected accreditation body (Wiegers,
2002).

Ratliff (2003) stated that there are four categories of quality cost related to
laboratory operations:

1. Prevention costs associated with keeping unacceptable data from being

generated in the first place such as:

Quality planning
Document control and revision
Quality training
Quality assurance plans for projects and programmes
Quality assurance manual
Preventive maintenance

2. Appraisal costs associated with efforts to maintain measurement system

performance such as:

System audits
Inter-laboratory/Proficiency testing
Data validation
Statistical analysis of data
Calibration
Procurement quality control
Quality assurance activities associated with pre-test preparation, sample
analysis and data reporting

3. Internal-failure costs caused by occurrence of determinations or test results

that do not meet acceptance standards such as:

27
 Scrapping of defective materials
Cost of re-running tests
Cost of corrective actions efforts
Investigation or research efforts

4. External-failure costs caused by unacceptable test or analytical results that

have already left the laboratory such as:

Investigation of complaints from outside sources

Cost of corrective action efforts
Cost of re-running test and replacing samples

According to Ratliff (2003), the above costs are initially high, but decrease after
implementation of accreditation. Furthermore, it has been found that a relatively
small increase in prevention expenditures will yield large reductions in appraisal
and failure costs. Hence, laboratory management should consider adoption of
preventive measures to reduce the total quality control costs.

2.7 Conclusion

The various issues which have been discussed in this chapter, although not
exhaustive in themselves, have in a certain manner demonstrated the depth and
amount of research done on the impact and the associated benefits of
accreditation.

Relevant results from several studies on the subject carried out abroad were also
included.

It is good to point out that accreditation to ISO/IEC 17025 is gaining importance

not only in countries abroad but in Mauritius as well.

The next chapter will outline the research methods to carry out the survey.

28
 CHAPTER 3

RESEARCH METHODOLOGY
3.1 Introduction

This chapter focuses on the steps used for the research methodology based on the
process developed by Churchill (1995). It includes the research design, research
method, target population, research instrument, questionnaire construction, pilot
study, research process, ethical considerations and limitations of the study.

3.2 Research Questions

The research questions have been outlined in the introductory chapter at section
1.5.

3.3 Research Design

3.3.1 Research Approach

The two main approaches to research are deductive and inductive (Saunders et al,
2003). Deductive approach is one where a researcher uses existing theory to
design the research strategy and to produce explanatory or descriptions of
findings, whereas in inductive approach, data are gathered, analysed and theory is
developed by the researcher. For this project, the research approach adopted was
deductive.

3.3.2 Testing Hypothesis

The following hypotheses were proposed:

Hypothesis 1

H01: There is no association between degree of impact of accreditation to

ISO/IEC 17025 and nature of organisation.

H11: There is an association between degree of impact of accreditation to

ISO/IEC 17025 and nature of organisation.

30
Hypothesis 2

H02: There is no association between level of employee satisfaction and the

impact of accreditation.

H12: There is an association between level of employee satisfaction and the

impact of accreditation.

3.3.3 Research Method

Research methods can be classified as:

1. Quantitative
2. Qualitative
Quantitative research is empirical research where the data are in the form of
numbers. Qualitative research is empirical research where the data are not in the
form of numbers (Blaxter et al, 2006). The research method followed in this
study was a combination of qualitative and quantitative approach.

3.3.4 Research Strategy

There are different strategies such as:

 Grounded Theory
 Ethnography
 Action research
 Case studies
 Experiments
 Surveys

For the purpose of this study, surveys, as a mean of collecting data from people,
were used to meet the research objectives. The surveys were relatively easy to
administer to the laboratories and their employees. It also provided a significant
amount of information quickly. Standardisation lies at the heart of survey
research, and the main objective is to obtain consistent answers to consistent
questions (Blaxter et al, 2006).

31
3.3.5 Target Population

The objective of most research projects is to obtain information about the

characteristics or parameters of a population. A population is the aggregate of all
the elements that share some common set of characteristics that comprises the
universe for the purpose of the research problem. A census involves a complete
enumeration of the elements of a population or study objects. A sample, on the
other hand, is a subgroup of the elements of the population selected for
participation in the study (Malhotra, 2004).

Thus, to conduct any research project, sample size chosen should be

representative of the target population. According to C. Dawson (2002),
researchers can overcome problems such as huge budget and time constraint by
choosing a smaller, more manageable number of people to take part in their
research. There are two types of sampling methods: probability and non-
probability sampling. Commonly used probability sampling techniques include
simple random, systematic, stratified, cluster sampling, while non-probability
sampling techniques include convenience, judgmental, quota and snow-ball
sampling (Malhotra, 2004). For this project, census technique has been adopted
to carry out the survey as the population size was small and it was possible to
establish a proper contact with the targeted audience. The audience, during the
period of this study, comprised of only five public and five private accredited
laboratories and sixty-nine employees involved in performing tests in these
laboratories.

3.3.6 Research Instruments

Data collection can be classified into two major categories namely: primary and
secondary data. Primary data are data collected by the researcher herself. On the
other hand, secondary data are obtained from existing empirical studies
(Malhotra, 2004).

Two survey questionnaires were used for this study to collect primary data from
the targeted audience over a limited period of time.

32
Secondary data was gathered through a literature review from various sources
which included books, journal abstracts, magazines, technical reports and the
internet.

3.3.7 Questionnaire Construction

The two questionnaires were designed according to the research objectives and
from data obtained in the literature review. Both questionnaires comprised of a
combination of open and closed-ended questions.

Use of multiple choice questions of dichotomous type, multiple response type

and five point likert-type formats have been employed while designing the
questionnaires.

The likert scale is the most widely used form of scaled items where respondents
can express their views. They are asked to indicate their degree of agreement or
disagreement with each of a series of statements related to the study (Malhotra,
2004). The scales used are as follows:

 1-Strongly agree
 2-Disagree
 3-Neutral
 4-Agree
 5-Strongly Disagree

With a view to ensure bias free and reliable data, the following key issues were
taken into consideration while preparing the questionnaires:

 The questions were numbered serially to avoid confusion during data

processing stage.
 The questionnaires were divided into different sections to facilitate the
tasks of respondents in answering them.
 The language used was tailored in such a way as to enable respondents to
provide their actual viewpoint without influencing the survey results since
the respondents were knowledgeable in the research topic.

33
  Clear instructions were given to fill both questionnaires. Simple, polite and
concise language was employed to encourage respondents to fill them.

3.3.8 Questionnaire Items

A series of questions were asked with a number of statements grouped under

specific headings.

The first questionnaire, Survey1, (Appendix 4) was divided into four parts
namely: A, B, C and D. The questions were set up in a manner to achieve the
research objectives.

Part A seeks information on accreditation and is composed of 6 questions on the

following issues:

 Year and scope of accreditation

 Reasons behind accreditation (one of the objective of the study)
 Choice of accreditation body
 Willingness of staff towards ISO/IEC 17025.

Part B consists of 12 statements and 2 questions aimed at analysing the potential

obstacles during implementation of ISO/IEC 17025.

Part C consists of 33 statements and 8 questions to assess the impact of

accreditation to ISO/IEC 17025 on testing laboratories.

Part D provides general information of the laboratory.

The second questionnaire, Survey2, (Appendix 5) aimed at investigating whether

accreditation to ISO/IEC 17025 has improved employee satisfaction in accredited
testing laboratories and comprised of 13 statements and 3 questions.

34
3.3.9 Pilot Study

The survey instruments were pretested among ten persons who were familiar with
the topic to identify and eliminate potential problems. Seven of them were drawn
from the population to be surveyed and the remaining three were people involved
in laboratory accreditation. Their opinions and feedbacks were used to improve
the questionnaire. Some questions were deleted, modified and added, making
them more specific to answer the research questions. The revised questionnaires
were then administered to the ten laboratories including their technical staff
through the head of the department.

3.4 The Research Process

3.4.1 Administration of the Questionnaires

The fact that the researcher works under the same Ministry as the national
accreditation body, MAURITAS, facilitated direct contact with the ten accredited
laboratories. The heads of department of each laboratory was initially contacted
by phone to explain the purpose of the survey. They were asked whether they
would be agreeable to participate in the survey. In addition, they were queried on
the number of employees performing tests. Only one laboratory, Lab10, was
reluctant to participate (Table 3-1). The questionnaires were either emailed or
hand delivered to the ten laboratories and they were informed that the collection
time would be one week after. Each head of department was informed that the
first questionnaire had to be filled either by him or the quality manager, while the
second questionnaire to be filled by employees performing tests.

3.4.2 Data Collection

The Head of each laboratory’s department was contacted by phone after one
week to check whether questionnaires were filled. Appointment was also sought
to collect them. Among ten laboratories, only four (including their staff) had
completed their questionnaires and were collected.

By the end of the second week, the remaining six laboratories were again
contacted to confirm whether questionnaires were completed and could be

35
collected. It took four weeks to gather questionnaires from four laboratories. The
remaining two laboratories were contacted by phone and through emails. The
researcher waited for a further three weeks but they did not respond. The
response rate is shown in Table 3.1.

Table 3.1: Response Rate of Survey

Questionnaires Response Response Rate

Frequency (%)
Laboratories
Distributed
Survey1 Survey2 Survey1 Survey2 Survey1 Survey2
Lab1 1 13 1 13 100 100
Lab2 1 6 1 6 100 100
Lab3 1 6 1 6 100 100
Lab4 1 6 1 6 100 100
Lab5 1 3 1 3 100 100
Lab6 1 2 1 2 100 100
Lab7 1 3 1 3 100 100
Lab8 1 5 1 5 100 100
Lab9 1 8 0 0 0 0
Lab10 1 17 0 0 0 0
Total 10 69 8 44 80 63.8

The survey instruments were screened during collection to ensure that all sections
were properly filled. Respondents were asked of any difficulties encountered
during filling of questionnaire.

3.4.3 Data Analysis

The data gathered from the surveys has been analysed using the Statistical
Package for Social Sciences Version 17.0. The raw data was coded and entered in
the data matrix for ease of analysis.

A quantitative analysis was carried on data collected. For descriptive statistics,

charts, percentages, mean and mode score were computed.

36
To determine whether there is an association between variables, cross-tabulations
and chi-square test were also performed. A chi-square probability (p-value) of
less than 5% implies that the null hypothesis will be rejected (Sukon, 2008). The
impact of accreditation (statements C1 to C32) of Survey1 and level of employee
satisfaction (statements 1 to 13) of Survey2 have been categorised and recoded
into the following to carry out the test of association between variables:

 High: representing likert scales 1 and 2,

 Average/moderate: representing likert scale 3, and
 Low: representing likert scales 4 and 5.

If there is an association between variables, the strength of association is

determined by the Cramer’s V. The closer the value is to 1, the stronger the
association (Sukon, 2008).

3.4.4 Reliability and Validity of Findings

Cronbach’s alpha method was used to test the internal consistency of the
questions in both questionnaires.

Table 3.2: Reliability Statistics

Questionnaire Cronbach's Alpha No. of Items
Survey1 0.841 48
Survey2 0.922 13

The results obtained as illustrated in Table 3.2 are considered to be valid for
interpretation use.

3.5 Ethical Considerations

Respondents were informed in the introductory part of each questionnaire that all
information gathered during the survey will be treated in due confidentiality.
Anonymity of the respondents has been maintained throughout the study.

37
3.6 Limitations of the Study

Only ten laboratories were accredited in Mauritius during the period of the study.

It was not possible to survey the customers of the ten accredited laboratories, as
most of the laboratories declined to reveal the identity of their customers.

100% response rate could not be obtained as some respondents were not willing
to dedicate their time to fill in the questionnaires.

3.7 Conclusion

A particular research methodology has been devised. Details of the research

instrument and sampling approach have been outlined. Primary data gathered will
be analysed and discussed in the following chapter.

38
 CHAPTER 4

ANALYSIS OF FINDINGS & PRESENTATION

OF RESULTS
4.1 Introduction

This chapter deals with the analysis and discussion of the findings of Survey1
(Appendix 4) and Survey2 (Appendix 5).

It is structured in three parts:

Section A: Analysis of background information of both surveys will be carried

out.

Section B: Descriptive statistics of the responses will be discussed.

Section C: Statistical hypotheses testing using Chi-square test will be presented.

4.2 Section A- Background Information

This section gives a description of respondents’ profile of both surveys carried

out. In addition, it will analyse the third objective of the study:

‘To identify reasons for seeking accreditation to ISO/IEC 17025’.

4.2.1 Laboratories’ Profile (Survey1)

Table 4.1: Profile of laboratories

Nature of Field of Years in Year Accreditation
Respondent
organisation Testing operation Accredited Body
Lab1 Public Chemical & 16 2009 MAURITAS
Environment
Lab2 Private Textile & 5 2008 MAURITAS
Garment
Lab3 Private Chemical, More than 2008 MAURITAS
Biology & 40
Environment
Lab4 Public Biology 15 2009 MAURITAS
Lab5 Private Mechanical 4 2005 SWEDAC
Lab6 Public Food & 30 2008 MAURITAS
Agriculture
Lab7 Public Mechanical 30 2008 MAURITAS
Lab8 Public Chemical 13 2008 MAURITAS

40
 Figure 4.1: Nature of laboratories

Table 4.1 and Figure 4.1 show that out of the eight laboratories which responded
to the survey, five of them are from the public sector and three from private
organisations, representing 62.5%, and 37.5% respectively. They are accredited
in various field of testing as shown in the Table 4.1. Moreover, apart from Lab2
and Lab5, the other laboratories have been in operation for more than ten years. It
was not until the year 1994 following the TAEC report that the importance of
accreditation was felt as tool to enhance trade with Mauritius trading partners.
Government thereafter embarked on the project of accreditation with the setting
up of MAURITAS. In 2004, MAURITAS signed twinning agreements with two
accreditation bodies of international repute, SANAS and Norwegian
Accreditation (NA) for accreditation of laboratories and certification bodies
respectively and transfer of expertise (MAURITAS, n.d). Thus five respondents
received accreditation from MAURITAS in 2008 and two in 2009. As far as
Lab5 is concerned, it is a Swedish company implemented in Mauritius which is
accredited with SWEDAC since 2005.

41
Table 4.2: Reasons for seeking accreditation
Lab No. Reasons for seeking accreditation
Lab1 Requirement of the Environment Protection Act.
Lab2 To obtain a formal recognition of testing competence
Lab3 To obtain a formal recognition of testing competence
Lab4 To obtain a formal recognition of testing competence
Lab5 Mandatory requirement from customers
Lab6 To obtain a formal recognition of testing competence
Lab7 To obtain a formal recognition of testing competence
Lab8 To obtain a formal recognition of testing competence

Figure 4.2: Reasons for seeking accreditation

Table 4.2 summarises the reasons triggering laboratories to seek accreditation.

75% of respondents stated that they wanted to obtain a formal recognition of
testing competence, as pictured in Figure 4.2.

42
Lab1 pointed out that it was a requirement of the Environmental Protection Act
that the laboratory should be accredited for recognition of data before a Court of
law as stipulated under section 47 of the act.

As far as Lab5 is concerned, accreditation was a mandatory requirement from its

customers. It is interesting to point out that Lab5 deals with overseas customers
only and it was accredited on the very same year of its operation.

The reasons for seeking accreditation by the laboratories are supported in sections
2.2.5.1, 2.2.5.5 and 2.2.5.7.

4.2.2 Employees’ Profile (Survey2)

Table 4.3: Number of employee by nature of laboratory

Table 4.3 shows that out of 44 respondents, 29 employees representing 65.9%,

are from the public sector and 15, accounting for 34.1%, from private
organisations.

Table 4.4: Years of service by nature of laboratory

Out of 44 respondents surveyed, 31 have less than 10 years of service as shown

in Table 4.4. The majority of the respondents having between 5 to 10 years of
service are from public sector.

43
Table 4.5: Level of education by nature of laboratory

As shown in Table 4.5, 18 respondents from the public sector and 2 from private
organisations hold a degree. 10 respondents holding a masters degree or above
are from public laboratories while 3 are from private laboratories. It is the policy
of the government to recruit technical officers who possess as a minimum a
diploma qualification in scientific field. Holders of HSC qualification or below
were the ones from private laboratories. Those laboratories stated that the nature
of the tests do not require high skilled labour.

44
4.3 Section B- Descriptive Statistics

To summarise data gathered, the most commonly used statistics: mean, mode and
bar charts have been computed to analyse statements of both surveys.

4.3.1 Survey1- Part B: Potential Obstacles during Implementation of

ISO/IEC 17025

Table 4.6: Potential barriers during implementation of ISO/IEC 17025

Statements Mean Mode*
(B1) Choice of accreditation body 4.13 4
(B2) Unavailability of consultancy services 3.63 3
(B3) Lack of qualified staff 4.38 5
(B4) Unavailability of training facilities/needs 3.25 4
(B5) Unavailability of suppliers of calibrated
2.50 2
instruments and equipment
(B6) Lack of accredited metrology laboratories for
2.25 2
calibration of equipment
(B7) Unavailability of proficiency testing providers/
Ease of finding another laboratory for inter-laboratory 2.25 2
comparison
(B8) Bureaucratic procedures 2.25 2
(B9) Time consuming process 2.25 2
(B10) Cost associated with consultancy services 3.63 3
(B11) Cost associated with training 2.13 2
(B12) Cost associated with calibrated equipment 2.25 2
(*, 1=Strongly agree; 2=Agree; 3=Neutral; 4=Disagree; 5=Strongly disagree)

Note: (i) Mean score represents the average of respondents’ answer to each
statement on the likert scale.
(ii) Mode is the likert scale that came out most often for each
statement.

45
 20%
40%
60%
80%
100%

0%
50
B1-Choice of Accreditation Body

12.5
37.5
B2-Unvalability of Consultancy
25
25

12.5
37.5
Services

25
B3-Lack of Qualified Staff

12.5
62.5

B4-Unvailability of Training
25
50

12.5
12.5

Facilities/Needs

B5-Unavailability of Suppliers of
25

Calibrated Instruments and

37.5
37.5

Equipment

B6-Lack of Accredited Metrology

25
50
25

Laboratories for Calibration of

Equipment

46
B7-Unavailability of Proficiency
Testing Providers/Ease of
12.5
62.5
12.5
12.5

Finding another Laboratory…

B8-Bureaucratic Procedures
12.5
62.5
12.5
12.5

B9-Time Consuming Process

12.5
62.5
12.5
12.5

B10-Cost associated with

25
25

12.5
37.5

Figure 4.3: Potential barriers during implementation of ISO/IEC 17025

Consultancy Services

B11-Cost associated with

25
62.5
12.5

Training

B12-Cost associated with

25
25
12.5

37.5

Calibrated Equipment
Agree
Agree
Neutral

Strongly
Strongly

Disagree
Disagree
It is observed from Table 4.6 that statements B1, B2, B3, B4 and B10 are not
considered as obstacles for the accredited laboratories as their mean scores are
above 3.00. This indicates that respondents disagreed to the above mentioned
statements.

Figure 4.3 clearly indicates that 50% of the respondent disagreed and 37.5 %
strongly disagreed to B1. Table 4.1 shows that out of eight laboratories surveyed,
seven were accredited by MAURITAS as it is the sole accreditation body in
Mauritius. Only Lab5 was accredited by SWEDAC in year 2005. Lab5 stated
that SWEDAC is an internationally recognised accreditation body. A noteworthy
remark is that MAURITAS was not yet operational at that time.

37.5% was neutral, 25% disagreed and 25% strongly disagreed to B2 and B10 as
there are significant private companies providing services in the field of quality
management system. It is also worth pointing out that the eight laboratories are
sole providers of testing services in their field. Moreover, they have the required
expertise which is confirmed by 62.5% of respondents who strongly disagreed
and 25% disagreed to B3.

As required by ISO/IEC 17025, staff should be properly trained to work

according to this standard. All respondents provide in-house training to
laboratory personnel to conduct tests according to procedures. As stated by
respondents, on-going training is provided to their staff in the field of
accreditation. This is why 50% disagreed and 12.5% strongly disagreed to B4.

It is not surprising that B5 and B6 each yielded a mode value of ‘2’. In fact,
respondents expressed their concerns that it is difficult to obtain calibration
certificates from suppliers on purchase of equipment. There are only two
metrology laboratories providing calibration services in Mauritius, and they are
not yet accredited to ISO/IEC 17025. This can be considered as potential
hindrance to testing laboratories in their quest to accreditation.

B7, B8, and B9 have generated a mode value of ‘2’ implying that respondents are
agreeable to these statements. During implementation, 62.5% of respondents

47
confessed that proficiency/inter laboratory testing scheme is non-existent in their
field in Mauritius. They had to seek such services abroad, which bore hefty cost.

The implementation of IS0/IEC 17025 involves bureaucratic procedures and is

usually time consuming as supported in the literature review (section 2.2.5). This
fact was reflected by survey results whereby 62.5% respondents have agreed and
12.5% strongly agreed to statements B8 and B9.

As per the requirements of ISO/IEC 17025, staff training should not be focussed
on performing tests, but on other specific issues such as internal audit,
uncertainty of measurement and internal calibration controls. In addition,
equipment having validity on test results should be calibrated, hence leading to an
additional cost during implementation. This is confirmed by statements B11 and
B12 which have yielded a mode value of ‘2’. Only Lab5 (representing 12.5%)
has strongly disagreed to these statements as the Director stated that he has the
expertise to train his own staff and perform equipment calibration.

Additional difficulties faced during implementation of ISO/IEC 17025 mentioned

by respondents were:

 Accreditation process from MAURITAS was lengthy.

 Bureaucratic procedures in organisations restrained laboratories from
taking corrective action in a timely manner.

Laboratories claimed that they had to bear with these two above problems.

 Traceability of reference materials was a major problem for Lab8 since

these reference materials were purchased when the laboratory started
operation. To overcome this particular problem, Lab8 had to send the
reference materials abroad for analysis to obtain certificates of
traceability as required by ISO/IEC 17025.

48
4.3.2 Survey1- Part C: Impact of Accreditation on Testing Laboratories

This section describes the findings of the impact of accreditation with respect to
performance, employees performing test, suppliers, cost and customer
satisfaction. It also highlights drawbacks of accreditation.

4.3.2.1 Performance

Table 4.7: Performance of laboratory

Statements Mean Mode*
(C1) Provides better control of laboratory operations 1.50 1
(C2) Improves service quality 1.75 2
(C3) Remains competitive 2.63 3
(C4) Increase in profitability 2.50 2
(C5) Enhances the organisation’s image 1.38 1
(C6) An effective marketing tool for your organisation 1.50 1
(C7) Provides a benchmark for performance against
1.38 1
other laboratories/organisations
(C8) Guarantees that the laboratory performs the work
1.50 1
correctly
(C9) Brings transfer of technology to your organisation 2.25 2
(C10) Increase in productivity 2.25 2
(C11) Increase in the ability to stay abreast of
developments in requirements for competence and 1.38 1
testing
(C12) Better utilisation of resources 2.50 2
(C13) Feedback from customer for improvement 1.75 2
(C14) Provides a recognition of testing competence to
1.38 1
your customers
(*, 1=Strongly agree; 2=Agree; 3=Neutral; 4=Disagree; 5=Strongly disagree)

The results summarised in Table 4.7 show that all the mean scores are below
3.00. With exception of statement C3 which has a mode score of 3, all the other
statements yielded a mode value of ‘1’ and ‘2’. Hence, respondents were
agreeable that accreditation has a positive impact on the performance of their
laboratories. As pointed out in section 2.2.5 in the literature review, accreditation
enhances performance of an organisation.

49
75% of respondents (Appendix 6) were of no opinion to statement C3 as there are
no other similar testing service providers. Thus, the level of competition is
insignificant. It can be highlighted that from the above 75%, 50% represent
public laboratories whose main objective is to provide a better service quality to
society. It could be argued that the rationale of public laboratories implementing
ISO/IEC 17025 to improve on their service delivery predominated over their
quest of being competitive on the market. On the other hand, private laboratories
were accredited either to gain a form of testing competence or to satisfy their
customers.

Laboratory accreditation is highly regarded both nationally and internationally as

a reliable indicator of technical competence (Mukhopadhyay, 2004). This is
confirmed by 62.5% and 37.5% respondents who strongly agreed and agreed
respectively to statement C14 (Appendix 6).

4.3.2.2 Employees Performing Test

Figure 4.4: Impact of accreditation on employees performing tests

Looking at the mean and mode values in Figure 4.4, it is found that respondents
have agreed to statements C15, C16 and C17. This implies accreditation leads to
an increase in morale of staff as confirmed by section 2.2.5 in the literature
review.

50
Besides, all respondents confirmed that the staff involved in performing test was
willing to work according to ISO/IEC 17025 and the transition was successful.

4.3.2.3 Suppliers

Figure 4.5: Supplier and laboratory accreditation

As required by ISO/IEC 17025, testing laboratories shall evaluate suppliers of

critical consumables, supplies and services which affect the quality of testing and
calibration. This may lead to a closer supplier-laboratory working relationship.
To achieve deliveries only when needed, there should be mutual trust and
understanding between suppliers and purchasers. Figure 4.5 clearly shows that
the majority, that is, 62.5% respondents agreed to statement C18. However, 25%
was neutral and 12.5% disagreed to the said statement. This may be explained by
the fact that these respondents are not dependent on a particular supplier.
Moreover, it is interesting to note that 100% respondents agreed that
accreditation has helped them to better evaluate their suppliers-(C19). Evaluation
of suppliers eliminates poor suppliers. When an organisation reduces its number
of suppliers, it increases long term commitments.

51
4.3.2.4 Cost of Maintaining Accreditation

Figure 4.6: Additional costs related to accreditation

It is confirmed by all respondents that accreditation has an associated cost as

shown by statements in Figure 4.6.

Training of staff is considered by all the laboratories to be one of the major

aspects in accreditation in order to stay abreast in development in their respective
field of testing. 25% and 75% of respondents have strongly agreed and agreed
respectively to statement C20.

ISO/IEC 17025 requires that laboratories have a maintenance plan as part of the
equipment control system to ensure that calibration is done at recommended
intervals. Furthermore, when equipment has been damaged during a test, it
should be repaired. Usually, it takes time to repair the equipment and even in
some cases the equipment needs to be replaced. These lead to an additional cost
to the organisation. As shown in Figure 4.6, more than 50% of respondents or
more have agreed to statements C21, C22 and C23.

To maintain accreditation, laboratories undergo an annual evaluation by the

accreditation body. The cost of surveillance has to be borne by laboratories. This

52
is in line with the view that 62.5% of respondents agreed while 37.5 % strongly
agreed with statement C24.

Proficiency testing and inter laboratory comparison, as part of the requirement of

ISO/IEC 17025 to ensure the quality of test results, form part of the quality cost .
Accreditation bodies provide guidance on the frequency of proficiency
testing/inter laboratory comparison to laboratories. Results from proficiency
testing are an indication of a laboratory’s competence and are an integral part of
the assessment and accreditation process.

A very significant number of respondents, 62.5%, strongly agreed and 37.5%

have agreed to statement C25. This can be explained by the fact that there are no
proficiency testing providers in Mauritius and it is very difficult to find
accredited testing laboratories for inter-laboratory comparison. Typically, these
are done with accredited laboratories abroad.

In fact, as pointed out in the literature review in section 2.6.5, accreditation leads
to an increase in expenses.

4.3.2.5 Drawbacks

Figure 4.7: Drawbacks of accreditation

53
Figure 4.7 depicts that the mean score of both statements C26 and C27 is below
3.00. This implies that the majority of the respondents either strongly agreed or
agreed that accreditation leads to an increase in workload and paperwork. As per
ISO/IEC 17025, laboratories should have a proper way of maintaining records to
show evidence of traceability of work during internal audits, surveillances and
assessments. Records may be on paper and electronic media. All laboratories
surveyed kept paper records, hence an increase in paperwork and workload.

Only 25% of responses, representing two laboratories, have disagreed to

statements C26 and C27. This can be explained by the fact that they already have
proper records keeping and are working in accordance to in-house developed
procedures prior to accreditation.

4.3.2.6 Customer Focus

Figure 4.8: Impact of accreditation on customer satisfaction

12.5% of respondents strongly agreed and 37.5 % agreed to statement C29. It is

however worth pointing out that 37.5% respondents were uncertain and 12.5%
disagreed to this statement. The uncertainty and disagreement of respondents can

54
be explained by the fact that these laboratories cannot decrease the time taken to
perform tests as these tests are carried out within a minimum period of time.

It is surprising to note that 12.5% and 37.5% were neutral to C31and C32
respectively, as shown in Figure 4.8. It was expected that all respondents either
strongly agreed or agreed to both statements as the key benefits stemming from
accreditation is to facilitate trade through the acceptance of test data as pointed
out in section 2.2.5.6. This may be explained by the fact that these respondents
are unaware of their customers’ markets.

Figure 4.9: Percentage of customers requiring accredited test results

Based on question C33, with the exception of Lab8, respondents acknowledged

that their customers required accredited test data.

Figure 4.9 pictures the relative percentage of customers valuing accredited test
results for Lab1 to Lab7. A study, as pointed in the literature review, section
2.2.4.5, shows that customers favour accredited test results as they need objective
evidence that test data are delivered by an accredited laboratory.

Lab8 stated that it operates under a legal framework and is the only provider of
such services. Although there was not any demand from its customers to be
accredited, Lab8 viewed accreditation as a mean to enhance customer confidence
and satisfaction.

55
As per question C34, all respondents informed their customers that they have
been accredited to ISO/IEC 17025 by the following means:
 Award ceremony
 Email
 Letter
 Media
 Website
 Tender document
 E-news

Table 4.8: Means of measuring customer satisfaction

How do you measure the present level of customer satisfaction?(C37) %
Online questionnaire 12.5
Survey form 62.5
Phone 50.0
Questionnaire sent to customer by post 25.0

Figure 4.8 shows that 50% of respondents strongly agreed and 37.5% agreed that
accreditation helps to measure customer satisfaction (statement C28). In fact, all
participants confirmed that they measure customer satisfaction once a year, based
on questions C35 and C36. It is worth noting that some laboratories have more
than one way of rating customer satisfaction as clearly indicated in Table 4.8. The
most popular way of measuring customer satisfaction is through ‘survey form’ as
acknowledged by 62.5% of respondents.

Accreditation helps laboratories deal with customer complaint efficiently

(statement C30) as confirmed by 87.5% of respondents and illustrated in Figure
4.9. Based on question C38, all respondents have a complaint procedure as a
requirement of ISO/IEC 17025. Furthermore, laboratories seek feedback and use
this information as an input to management review in order to improve the
management system.

With respect to question C39, the five public laboratories stated that they have
not received any complaint. Lab6 and Lab7 argued that the culture of complaint
in Mauritius is not yet well versed among customers.
56
As far as the private laboratories are concerned, Lab2 claimed that the level of
complaints has decreased since it has been accredited.

Figure 4.10: Additional services offered by respondents

ISO/IEC 17025 requires that laboratories cooperate with their customers in

clarifying the customer's request while performing tests. Ratliff (2003) stated that
laboratories should at all times deliver quality services by ensuring that staff are
aware of customers’ needs and expectations and make every effort to satisfy and
heighten customer satisfaction. Refering to question C40, all participants offer
additional services, apart from routine testing, to differentiate themselves and
better service and facilitate their customers as shown in Figure 4.10.

57
4.3.3 Part C: Section 3-Overall Satisfaction of Organisation

Figure 4.11: Opinion on overall satisfaction of respondents on accreditation

The results pictured in Figure 4.11 indicate that 62.5% respondents strongly
agreed to the statement “Accreditation has been worth the cost”. This implies that
laboratories valued accreditation despite the cost and trouble involved. A survey
conducted by ILAC in 2004 in 51 countries confirmed that out of 2130
respondents, 24.7% strongly agreed and 50.2% agreed that they valued laboratory
accreditation (McNair, n.d).

58
Figure 4.12: Employees’ opinion on accreditation

59
4.3.4 Survey 2: Employee Satisfaction

Figure 4.12 shows descriptive statistics generated from Survey2 and illustrates
the following:

 18.2% strongly agreed and 59.1% agreed that accreditation enhance job
satisfaction;
 65.9% agreed that accreditation provides a conducive working
environment;
 47.7% agreed that they received sufficient training opportunities;
 63.6% agreed that accreditation provides recognition of their work;
 65.9% agreed that they contribute to achieve the quality objectives of the
organisations;
 56.8% agreed that teamwork is enhanced;
 54.5% agreed that they are encouraged to make suggestions to improve the
management system;
 56.8% agreed that they performed laboratory work better due to availability
of information; and
 the majority of respondents were proud to work in accredited laboratory
and they were more dedicated in their work.

This confirms the strong relationship between laboratory accreditation and

employee satisfaction as pointed out in section 2.2.5 in the literature review.

It is worth noting that 54.5% of respondents strongly agreed and 38.5% agreed
that accreditation involved more responsibilities as supported in section 2.2.5 in
the literature review. However, 68.1% of respondents claimed that they did not
gain more financial benefits- statement 11. It was expected that most respondents
would agree to this statement. According to Siloaho and Puhakainen (2000), the
first benefit of the quality system evaluated by the personnel was purely financial.
The PRB report (2008) stated that as from 2010, government departments which
are ISO certified would receive an additional bonus.

60
It is also worth pointing out that about 50% of respondents claimed that
accreditation has not improved the flow of communication from management-
statement 9. Furthermore, based on Question 14, the majority of respondents
commented that there is no effective communication between management and
technical cadre. ISO/IEC 17025 clearly states that top management must ensure
that appropriate communication processes should be established within the
laboratory.

61
4.4 Section C: Hypothesis Testing

Hypothesis 1

There is no association between degree of impact of accreditation to ISO/IEC

17025 and nature of laboratory.

Table 4.9: Cross tabulation-Nature of laboratory and impact of accreditation

Impact of
Accreditation
Total
High Average
Impact Impact
Nature of Public Count 3 2 5
Laboratory % within Type of 60.0% 40.0% 100.0%
Laboratory
% within impact 50.0% 100.0% 62.5%
category
% of Total 37.5% 25.0% 62.5%
Private Count 3 0 3
% within Type of 100.0% 0.0% 100.0%
Laboratory
% within impact 50.0% 0.0% 37.5%
category
% of Total 37.5% 0.0% 37.5%
Total Count 6 2 8
% within Type of 75.0% 25.0% 100.0%
Laboratory
% within impact 100.0% 100.0% 100.0%
category
% of Total 75.0% 25.0% 100.0%

Table 4.9 indicates that accreditation to ISO/IEC 17025 has an impact on

laboratory operations. 60% of respondents from public laboratories and 100% of
the private laboratories agreed that accreditation has a high impact in their
organisation. This implies that accreditation has brought a significant positive
change in their processes despite an increase in workload.

62
On the other hand, 40% respondents from public laboratories claimed that there is
an average impact on implementing accreditation. These two laboratories
followed standardised procedures prior to accreditation and did not perceive a
radical change in their processes on implementation of ISO/IEC 17025.

Table 4.10:Chi-Square tests- Nature of laboratory and impact of accreditation

Asymp.
Sig. (2- Exact Sig. Exact Sig. (1-
Value df sided) (2-sided) sided)
Pearson Chi-Square 1.600a 1 .206
Continuity Correctionb .178 1 .673
Likelihood Ratio 2.267 1 .132
Fisher's Exact Test .464 .357
Linear-by-Linear 1.400 1 .237
Association
N of Valid Cases 8
a. 4 cells (100.0%) have expected count less than 5. The minimum expected count is .75.
b. Computed only for a 2x2 table

Table 4.10 indicates that the p value under "Asymp. Sig" is 0.206 (> 5%). It can
be concluded that that there is no association between degree of impact of
accreditation to ISO/IEC 17025 and nature of laboratory. Thus, laboratories have
to follow same procedures as required by ISO/IEC 17025 irrespective of their
nature and gain similar benefits.

63
Hypothesis 2:

H02: There is no association between level of employee satisfaction and the

impact of accreditation.

Table 4.11: Cross tabulation- Impact of accreditation and level of employee

satisfaction
Impact of Accreditation
High Average Total
Impact Impact
Level of Employee High satisfaction 24 2 26
Satisfaction Moderate 14 0 14
satisfaction
Low satisfaction 1 3 4
Total 39 5 44

Table 4.11 illustrates impact of accreditation and level of employee satisfaction.

The higher the impact, the more satisfied are the employees. The low employee
satisfaction may result from the lack of additional financial benefits as reported
by these respondents.

Table 4.12: Chi-Square Tests- Impact of accreditation and Level of employee

satisfaction
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 19.179a 2 .000
Likelihood Ratio 14.601 2 .001
Linear-by-Linear 3.241 1 .072
Association
N of Valid Cases 44
a. 4 cells (66.7%) have expected count less than 5. The minimum
expected count is .45.

64
Table 4.13: Symmetric Measures- Impact of accreditation and Level of employee
satisfaction
Approx.
Value
Sig.
Nominal by Nominal Phi .660 .000
Cramer's V .660 .000
N of Valid Cases 44

Since p = 0.000 in Table 4.12 and less than 5% confirms the existence of an
association between employee satisfaction and impact of accreditation. Thus, the
null hypothesis is rejected.

In addition, the Cramer’s V = 0.660, as illustrated in Table 4.13, indicates that

there is a quite strong association between employee satisfaction and impact of
accreditation.

Therefore, it can be concluded that accreditation brings an improvement in

employee satisfaction.

4.5 Conclusion

This chapter described how research data were analysed and interpreted.
Statistical tools have been used to answer the research questions. The next
chapter will be focussed on the conclusion and recommendations of the study.

65
 CHAPTER 5

CONCLUSION & RECOMMENDATIONS

5.1 Introduction

This chapter summarises the conclusion from the survey findings from the
various laboratories investigated and proposes recommendations. It also discusses
the extent to which this study has achieved its objectives and areas of further
research.

5.2 Conclusion

The first research objective of the study was to assess the impact of accreditation
to ISO/IEC 17025 in accredited testing laboratories in Mauritius. It is found that
the mean scores of all statements in section 4.3.2 confirms that accreditation to
ISO/IEC 17025 has a positive impact on laboratories. The performance of
laboratories has improved through better control of operations and staff working
diligently and efficiently, leading to enhanced customer satisfaction.
Furthermore, this study has shown that there was no association between degree
of impact and nature of laboratory (section 4.4). Both public and private
laboratories have reaped similar benefits from accreditation.

The second objective was to investigate whether accreditation has improved

employees’ satisfaction in testing laboratories. Results revealed that accreditation
provided better job satisfaction to employees despite no additional financial
benefit. Moreover, according to section 4.4, the higher the impact of
accreditation, the more satisfied are the employees. Thus, laboratories are
encouraged to implement ISO/IEC 17025 to improve employee satisfaction.

The third objective of this study was to identify reasons for seeking accreditation
to ISO/IEC 17025. An array of reasons have been identified (Section 4.2.1), with
the most pressing of them being the recognition of testing competence. The
benefits of accreditation extend not only to the accredited laboratories, but also to
users of these services, regulatory bodies and the general public.

The final objective of the study was to investigate potential barriers during
implementation of ISO/IEC 17025 in testing laboratories. Findings showed that
problems faced by laboratories were specific to Mauritius, such as unavailability

67
of proficiency testing scheme in their field of testing, lack of accredited
calibration services and lack of suppliers of calibrated equipment. However, it is
worth noting that staff was willing to work according to ISO/IEC 17025,
otherwise this would have been the major obstacle on implementing the
management system. Accreditation involves a cost of quality borne by the
laboratories. It can be concluded that there are no barriers as such to seek
accreditation, as the added value of accreditation far outweighs the necessary
investment in human resources, finances and time.

5.3 Recommendations

The majority of respondents complained that local providers of calibration

services are not accredited to ISO/IEC 17025. There are only two metrology
laboratories in Mauritius, namely the Mauritius Standards Bureau (MSB) and
Legal Metrology, both being government organisations. It will be in the interest
of the laboratory community for the calibration laboratories to be accredited at
the earliest. Subsequently, this will be beneficial to both accredited laboratories
and those seeking accreditation.

Respondents also pointed out that not all equipment could be calibrated locally.
The two metrology laboratories could invest in acquiring new technology and
capability for calibration of a wide range of instruments based on local laboratory
requirements. This will lead in reduction of cost calibration of equipment for
laboratories.

Another major difficulty faced by respondents was the non-existence of

proficiency testing providers. It would be advisable that MAURITAS acts as a
coordinating unit grouping the needs at the local level and acting as a focal point
for directing and assisting laboratories in their search of accredited proficiency
testing facilities at a lower cost abroad.

Most employees mentioned that there was no effective communication from

management. Communication is vital in any organisation. It helps to disseminate
information on the effectiveness of the system, on the importance of meeting
customer requirements and for continual improvement of the system.

68
Communication should be a two-way process. Constant feedback from
employees and continuous suggestions would be beneficial to the organisations.

A strong majority of employees (section 4.3.4) showed their disappointment with

regard to financial gain. Implementing ISO/IEC 17025 is not an easy task, and
laboratory personnel are actively involved. Recognition to employees’
contribution towards achieving accreditation and appropriate reward, for instance
a revision in the salary structure, would motivate further the staff. In the public
sector, head of departments could appeal to the Ministry of Civil Service and
Administrative Reforms for additional salary increment to technical staff on
successful implementation of ISO/IEC 17025 in laboratories. In private
companies, a remuneration package could be proposed on quality-based
performance.

Accreditation with MAURITAS is a lengthy process as acknowledged by

respondents. MAURITAS can urgently find ways to significantly reduce the lead
time for initial assessment of laboratories.

The current policy of MAURITAS requests accredited laboratories to perform

proficiency testing once every 4 years. In fact, most accreditation bodies abroad,
such as the American Association of Laboratory Accreditation (A2LA) and
NATA, request accredited laboratories to perform proficiency testing at least
once every two years. Reducing this time period to two years will be in the
advantage of local accredited laboratories to benchmark their technical
competence more frequently and to stay abreast in emerging technologies and
methods.

There is a lack of awareness on the benefits of using an accredited laboratory. To

promote laboratory accreditation on a national level, MAURITAS, in
collaboration with the Mauritius Quality Institute, could create awareness
campaigns to stress on the importance of the benefits of accreditation both to the
public and the industry. In addition, MAURITAS could publish an online
directory of accredited laboratories’ with their contact details. Moreover,
information on issues related to ISO/IEC 17025 could be made available on the

69
MAURITAS website- the use of internet has revealed to be the most widespread
and effective means of communication.

Before the termination of the twinning agreement with SANAS, MAURITAS

could seek full membership with ILAC hereby benefitting the local laboratory
community for easy acceptance of test data abroad. This will facilitate
international recognition of Mauritian products.

5.4 Future Work

Further research would be necessary to assess the views of laboratories’

customers on the value of accreditation. An analysis of customer satisfaction
could demonstrate the success of accredited laboratories.

This study focussed on the impact of accreditation to ISO/IEC 17025 on testing

laboratories in Mauritius. A larger sample population, including calibration
laboratories, could be surveyed in the future for an in-depth analysis of the
associated cost of accreditation.

70
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APPENDICES
Appendix 1- Clauses of ISO/IEC 17025

Management Requirements Technical Requirements

 Organization  General
 Management System  Personnel
 Document Control  Accommodation and
 Review of requests, tenders and environmental conditions
contracts  Test and calibration methods
 Subcontracting of tests and and method validation
calibrations  Equipment
 Purchasing services and supplies  Measurement traceability
 Service to the customer  Sampling
 Complaints  Handling of test and calibration
 Control of non-conforming items
testing and/or calibration work  Assuring the quality of test and
 Improvement calibration results
 Corrective action  Reporting the results
 Preventive action
 Control of records
 Internal audits
 Management reviews

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Appendix 2- Clauses of ISO/IEC 17025 requiring procedures

 Document Control
 Review of requests, tenders and contracts
 Purchasing services and supplies
 Complaints
 Control of nonconforming work
 Corrective action
 Preventive action
 Control of records
 Internal audits
 Management reviews
 Test and calibration methods and method validation
 Maintenance of equipment
 Measurement traceability
 Sampling
 Handling of tests and calibration items
 Assuring the quality of test results

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Appendix 3- Accreditation services offered by MAURITAS

Field of Testing Field of Calibration

 Acoustics  Acoustics
 Biology  Dimensional calibration
 Chemical  Electrical calibration
 Construction and materials  Flow
 Electrical  Force/hardness
 Environment  Humidity
 Food  Mass
 Forensic  Pressure
 Mechanical  Thermal calibration
 Medical  Time and frequency
 Non-Destructive Testing  Temperature
 Occupational  Viscosity
 Textiles and garments  Volume
 Veterinary

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Appendix 4- Survey1
Dear Sir/Madam,
As part of my MBA programme with the University of Mauritius, I am currently
conducting a research project on “The Impact of Accreditation to ISO/IEC
17025 in accredited testing laboratories in Mauritius”
I would be grateful if you kindly fill in the questionnaire below. Please rest
assured that all information gathered during the survey will be treated in
confidence.
Thanking you for your valuable participation.
Shehroze Ramjun (Ms)
--------------------------------------------------------------------------------------------------
PART A- ACCREDITATION

A1. In which year is your laboratory accredited to ISO/IEC 17025? ________

A2. In which field of testing are your laboratory accredited? (More than one
answer allowed)
Acoustics Biology
Chemical Construction and materials
Electrical Environment
Food Forensic
Mechanical Textile and garments
Any other, please specify ________________________________

A3. Why has your laboratory sought accreditation?

___________________________________________________________
___________________________________________________________
___________________________________________________________

A4. From which accreditation body is your laboratory accredited? ____________

A5. Why have you chosen this accreditation body? (More than one answer allowed)
Cost effective
Speed of delivery
Any other, please specify ________________________________

84
A6. Was the laboratory staff willing to work according to ISO/IEC 17025?
Yes No
If no, why?
___________________________________________________________
___________________________________________________________

PART B- POTENTIAL BARRIERS DURING IMPLEMENTATION OF

ISO/IEC 17025
To what extent do you agree to the following difficulties faced during the
implementation of ISO/IEC 17025 in your laboratory? (Tick as appropriate)

Disagree4

Disagree5
Strongly

Strongly
Neutral3
Agree1

Agree2
Barriers

B1 Choice of accreditation body

B2 Unavailability of consultancy services

B3 Lack of qualified staff

B4 Unavailability of training facilities/needs

Unavailability of suppliers of calibrated
B5
instruments and equipment
Lack of accredited metrology laboratories
B6
for calibration of equipment
Unavailability of proficiency testing
B7 providers/ Ease of finding another laboratory
for inter- laboratory comparison
B8 Bureaucratic procedures

B9 Time consuming process

B10 Cost associated with consultancy services

B11 Cost associated with training

B12 Cost associated with calibrated equipment

85
B13. Any other problem encountered during implementation of ISO/IEC 17025
which is not mentioned above?
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
B14. How did you deal with them?
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

PART C- IMPACT OF ACCREDITATION TO ISO/IEC 17025 ON YOUR

LABORATORY
Note: This part is divided into two sections 1 and 2. Section 1 is on the changes to your
organisation, and Section 2 on Customer Focus.
Section 1- Changes to your organisation
To what extent do you agree that being an accredited laboratory brings the
following changes to your organisation? (Tick as appropriate)

Disagree4

Disagree5
Strongly

Strongly
Neutral3
Agree1

Agree2

Performance
Provides better control of laboratory
C1
operations
C2 Improves service quality

C3 Remains competitive

C4 Increase in profitability

C5 Enhances the organisation’s image

An effective marketing tool for your
C6
organisation
Provides a benchmark for performance
C7
against other laboratories/organisations
Guarantees that the laboratory performs the
C8
work correctly
Brings transfer of technology to your
C9
organisation

86
 Disagree4

Disagree5
Strongly

Strongly
Neutral3
Agree1

Agree2
Performance

C10 Increase in productivity

Increase in the ability to stay abreast of
C11 developments in requirements for
competence and testing
C12 Better utilisation of resources

C13 Feedback from customer for improvement

Provides a recognition of testing competence
C14
to your customers
Employees performing tests
Imposes a discipline on laboratory staff to
C15
maintain the standard of accreditation
Increase in personnel confidence performing
C16
tests
C17 Fewer errors from laboratory staff
Suppliers
Brings a closer working relationship with
C18
your suppliers
C19 Better evaluation of suppliers
Additional Cost

C20 Training of staff

C21 Maintenance & calibration of equipment

C22 Purchase of new equipment

C23 Time to repair equipment

C24 Surveillance by accreditation body

Inter-laboratory and proficiency testing
C25
scheme
Drawbacks

C26 Increase in paperwork

C27 Increase in workload

87
Section 2- Customer Focus

Disagree4

Disagree5
Strongly

Strongly
Neutral3
Agree1

Agree2
Customer Satisfaction

C28 Helps to measure customer satisfaction

C29 Reduction in your service delivery time

C30 Deals with customer complaints efficiently

Enable customer to reduce the cost as
C31 accreditation eliminates the need for
retesting products
Helps customers to enjoy greater access of
C32 their products in both domestic and
international markets

C33. Do your customers require accredited tests results?

Yes No
If Yes, Percentage of customers requiring accredited test results _______

If No, why? __________________________________________________

C34. Have you informed the customer that your laboratory is accredited to
ISO/IEC 17025?

Yes No
If yes, how was it done? __________________________

C35. Does your laboratory have a mean to measure customer satisfaction?

Yes No
C36. What is the frequency of measuring customer satisfaction?
______________________________________________________________
C37. How do you measure the level of customer satisfaction? (More than on answer
allowed)
Online questionnaire

88
 Customer survey form on laboratory’s premises
Phone
Questionnaire sent to customer by post
Or any other means _______________________________________

C38. Do you have a complaint procedure?

Yes No

C39. How do you rate the level of complaint in your organisation since you have
been accredited?
Decrease Increase Remain the same

C40. What additional services is your laboratory providing to your customers

apart from testing? (More than one answer allowed)
Witnessing of test
Advice and guide in technical matters and opinions and interpretations
based on results
Informing customers for any delays or major deviations in the
performance of test
Preparation, packaging, and dispatch of test and/or calibration items
needed by the customer for verification purposes
Please specify any other ____________________________________
_________________________________________________________________

Any Comments: ___________________________________________________

_________________________________________________________________
_________________________________________________________________

Section 3- Overall Satisfaction of your organisation

Disagree4

Disagree5
Strongly

Strongly
Neutral3
Agree1

Agree2

(i) Accreditation has been worth the cost

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PART D- GENERAL INFORMATION

D1. Name of Organisation ___________________________________________

D2. Nature of Laboratory: Public Private

D3. How many years is the laboratory in operation? _______________________

D4. How many persons are involved in performing tests? ___________________

End of Questionnaire

Thanking you for your precious time in completing the questionnaire

90
Appendix 5- Survey2

Dear Sir/Madam,

As part of my MBA programme with the University of Mauritius, I am currently

conducting a research project on “The Impact of Accreditation to ISO/IEC
17025 in accredited testing laboratories in Mauritius”.

I would be grateful if you kindly fill in the questionnaire below on satisfaction of

technical staff performing tests. Please rest assured that all information gathered
during the survey will be treated in confidence.

Thanking you for your valuable participation.

Shehroze Ramjun (Ms)

EMPLOYEE SATISFACTION

Accreditation has brought changes to your way of work. To what extent do you
agree to the following? (Tick as appropriate)

Disagree 4

Disagree 5
Neutral 3
Strongly

Strongly
Agree 1

Agree 2

1. Better job satisfaction

2. Accreditation provides a conducive environment

3. Sufficient opportunities to receive training to

improve skills
4. Recognition of your work

5. Contribution to achieve the quality objectives of

your organisation
6. Accreditation enhances teamwork

7. You are encouraged to make suggestions

8. Availability of information to perform laboratory

work, better working instructions and better
knowledge of testing methods and equipment
9. Better flow of communication from management

10. Proud to work in an accredited laboratory using

internationally recognised test method
11. Gain more financial benefits

91
 Disagree 4

Disagree 5
Neutral 3
Strongly

Strongly
Agree 1

Agree 2
12. More dedication in performing your work

13. More responsibilities

14. Any comments /suggestions/improvement regarding the management

system in your laboratory?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

15. Personal characteristics:

(a)How long have you been working for your organisation? __________

(b) Highest qualification held:

Below SC
SC/GCE ‘O’ Level
HSC/GCE ‘A’ Level
Diploma
Degree
Master’s Degree & above

End of Questionnaire

Thanking you for your precious time in completing the questionnaire

92
Appendix 6- Frequency Table of Impact of Accreditation on
Performance of the Laboratory

Disagree4

Disagree5
Strongly

Strongly
Neutral3
Agree1

Agree2
Performance
Provides better control of laboratory
C1
operations 50 50 - - -

C2 Improves service quality 25 75 - - -

C3 Remains competitive 12.5 12.5 75
C4 Increase in profitability 12.5 37.5 37.5 12.5 -
C5 Enhances the organisation’s image 62.5 37.5 - - -
An effective marketing tool for your
C6
organisation
50 50 - - -
Provides a benchmark for performance
C7
against other laboratories/organisations
62.5 37.5 - - -
Guarantees that the laboratory performs the
C8
work correctly
50 50 - - -
Brings transfer of technology to your
C9
organisation
- 75 25 - -

C10 Increase in productivity - 75 25 - -

Increase in the ability to stay abreast of
C11 developments in requirements for 62.5 37.5 - - -
competence and testing
C12 Better utilisation of resources - 50 50 - -
C13 Feedback from customer for improvement 37.5 50 12.5 - -
Provides a recognition of testing competence
C14
to your customers
62.5 37.5 - - -

93