COPE Course Unit

8.1 Course Objectives


  1. To create awareness on ideal national plant protection organization structure according to IPPC
  2. To create awareness on the basic aspects of performance management
  3. To sensitize participants on aspects of customer relations and communication
  4. To enhance knowledge on personal integrity and ethics in inspection and certification.

8.2 Course Outline


  1. Principal requirements for establishing a National Plant Protection Organization (NPPO)
  2. Basic concepts of performance management
  3. Customer relations and communication
  4. Personal integrity in phytosanitary inspection and certification

8.3 Course Content


1.1.1 Requirements for establishing a National Plant Protection Organization (2 hours)
  1. 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
  2. Structure of the NPPO: establishing an appropriate organization, models illustrating institutional arrangements, elements of sustainability, competencies and shared resources
  3. Positioning the NPPO in the national context: relationship with other national bodies – border agencies, government ministries, private sector and consumers, other institutions
9.3.2 Basic aspects of performance management (2 Hours)
  1. Introduction – Definitions, scope, responsibilities in performance management – organizational structure (coordinating responsibilities), human resource management, reporting
  2. The planning cycle – planning (log frame development), implementation, monitoring and evaluation (importance, data collection tools, data collection, measurements, analysis and reporting mechanisms).
1.1.3 Customer relations and communication (2 Hours)
  1. Introduction – Definitions (types of customers – internal, external), core values,
  2. Customer handling and communication - organization code of ethics, customer satisfaction, customer complaints and appeals, compliments, customer feedback, customer responsibilities.
  3. Handling and control of documents: audits, record keeping, storage, control and approvals, archiving and retrieval,
  4. Compliance to social accountability, integrity, confidentiality, impartiality, independence, social etiquette, to avoid negative publicity (environmental and social considerations)
  5. Communication skills: methods of communication, use of right medium of communication (letters, e-mail, telephone, meeting), non-verbal communication, listening, effective verbal communication, feedback.
1.1.4 Personal Integrity in phytosanitary inspection and certification (2 Hours)
  1. Introduction – Definitions, importance of integrity in inspection, organizational structures (institutional, national, international).
  2. Integrity issues in phytosanitary systems
  3. Mechanisms for handling integrity issues: committees (anti-corruption, dispute resolution), structures for reporting and addressing corruption cases.
  4. Code of ethics: ethical and moral issues during phytosanitary inspection and certification
1.2 Case studies (3 hours)

Participants’ to give country experiences on integrity and inspection processes.



  1. Principles for managing ethics in the public service - OECD recommendation.
  2. Norman E. Bowie with Patricia H. Werhane. 2004. Management Ethics. Wiley-Blackwell.
  3. Communicating With Your Customers.
  4. Handbook for implementing a quality management system.
  5. Quality management systems-Requirements.
  6. STDF Good regulatory practices:
  7. ISO/IEC 17020- Conformity assessment — Requirements for the operation of various types of bodies performing inspection
  8. Establishing a National Plant Protection Organization: