8.1 Course Objectives
- To create awareness on ideal national plant protection organization structure according to IPPC
- To create awareness on the basic aspects of performance management
- To sensitize participants on aspects of customer relations and communication
- To enhance knowledge on personal integrity and ethics in inspection and certification.
8.2 Course Outline
- Principal requirements for establishing a National Plant Protection Organization (NPPO)
- Basic concepts of performance management
- Customer relations and communication
- Personal integrity in phytosanitary inspection and certification
8.3 Course content
- The National Plant Protection Organizational: mandate and functions, legal and policy considerations, obligations, responsibilities, rights and benefits of contracting parties to the IPPC, NPPO relationship with international SPS bodies
- Structure of the NPPO: establishing an appropriate organization, models illustrating institutional arrangements, elements of sustainability, competencies and shared resources
- Positioning the NPPO in the national context: relationship with other national bodies – border agencies, government ministries, private sector and consumers, other institutions
- Introduction – Definitions, scope, responsibilities in performance management – organizational structure (coordinating responsibilities), human resource management, reporting
- The planning cycle – planning (log frame development), implementation, monitoring and evaluation (importance, data collection tools, data collection, measurements, analysis and reporting mechanisms).
- Introduction – Definitions (types of customers – internal, external), core values,
- Customer handling and communication - organization code of ethics, customer satisfaction, customer complaints and appeals, compliments, customer feedback, customer responsibilities.
- Handling and control of documents: audits, record keeping, storage, control and approvals, archiving and retrieval,
- Compliance to social accountability, integrity, confidentiality, impartiality, independence, social etiquette, to avoid negative publicity (environmental and social considerations)
- Communication skills: methods of communication, use of right medium of communication (letters, e-mail, telephone, meeting), non-verbal communication, listening, effective verbal communication, feedback.
- Introduction – Definitions, importance of integrity in inspection, organizational structures (institutional, national, international).
- Integrity issues in phytosanitary systems
- Mechanisms for handling integrity issues: committees (anti-corruption, dispute resolution), structures for reporting and addressing corruption cases.
- Code of ethics: ethical and moral issues during phytosanitary inspection and certification
Participants’ to give country experiences on integrity and inspection processes.
- Principles for managing ethics in the public service - OECD recommendation. http://www.oecd.org/dataoecd/60/13/1899138.pdf
- Norman E. Bowie with Patricia H. Werhane. 2004. Management Ethics. Wiley-Blackwell. http://eu.wiley.com/WileyCDA/WileyTitle/productCd-0631214720.html
- Communicating With Your Customers. http://www.hodu.com/BC-Menu8.shtml
- Handbook for implementing a quality management system. http://www.eurogeographics.org/sites/default/files/handbook_V1.pdf
- Quality management systems-Requirements. http://www.bis.org.in/ISO_DIS_9001.pdf
- STDF Good regulatory practices: www.standardsfacility.org/
- ISO/IEC 17020- Conformity assessment — Requirements for the operation of various types of bodies performing inspection
- Establishing a National Plant Protection Organization:https://www.ippc.int/static/media/files/publication/en/2018/06/Establishing_an_NPPO_Guide_Final_WEB.pdf