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The Extraordinary Invisible World of Risk Type

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by Geoff Trickey  Think for…

by Geoff Trickey 

Think for a moment about the characteristics that set you apart and give you your unique identity. Is it your cautiousness, your careful planning, your ability to generate solutions, your openness to new experiences, your flexibility, your friendliness, your professionalism, your vigilance in following things through? Or, is it your independence or that you’re highly alert to signs that things may be going wrong?

All of the above are personality characteristics, or features that create a particular reputation for you among your friends, colleagues, and clients. They also define your risk disposition. Psychological Consultancy Ltd.’s research has found 23 different personality themes that affect risk taking and contribute to our taxonomy of eight distinctive risk types. It seems that these risk-related personality characteristics have a lot of influence on the way you come across to others, your public persona, and your reputation. They also affect the way people see eye to eye when making decisions and in the ease and comfort of relationships between colleagues. Individuals with opposite risk types are very different. When both people are extreme examples of their risk type, they may seem like aliens to each other, almost beyond belief, so it’s not likely that they will always see eye to eye or easily get along.

The interesting thing is that these distinct and defining features are invisible. In a crowded train, you would have no idea who would fit each of the eight risk types. Some will be highly anxious in these crowded conditions, some will be relaxed, unstressed, and oblivious to the circumstances. Some will be excited by being “one of the crowd” and find interest and fascination in the diversity of those around them. Others will be fretting about timetables, next appointments, or if they will miss their connection in this slow-moving crowd, but all that is inside their heads. You wouldn’t know it. You might not want to know it, but it’s real and it’s there. If you had a grasp of the key features of each risk type, you would be able to make a reasonable guess about the people you know well; certainly, you would recognize how they fit the description in their risk type report. Yet, these unseen individual differences play a huge part in influencing behavior across all areas of life: recreational preferences, the way you manage money, plan your career, or arrange your holidays. Their interpersonal consequences also create group dynamics in teams and affect group decision making. Organizational culture, board decisions, managerial relationships, and recruitment decisions are all influenced through the crucial overall balance achieved between opportunity and risk. Organizational survival depends on it. Yet risk dispositions are invisible and are likely to go unrecognized.

The Risk Type Compass is a psychometric personality questionnaire that focuses on these critical risk features. Like other personality characteristics, they have a persistent influence on our behavior and decisions.

A recent research study by eminent economists tracked senior bankers over a 15-year period as they moved from job to job. They found that the risk-taking policies of a bank were determined more by the personality of the bankers in charge than any other measurable factor, including bonuses (Financial Times, 2016). This has implications for auditors too. Auditing is more about probability than about certainty. It involves investigation, observation, and interpretation. The information gathered has to be pulled together and formulated to achieve coherent conclusions and recommendations. In all of this, personal judgments play a very significant part. The recommendations of one auditor may not be quite the same as another. Risk dispositions influence the perception of risk and the way we think about it and handle it, so there is always a degree of subjectivity and bias in the judgments we make.

The big picture is that auditors tend to be relatively risk averse by nature, although within this trend there is considerable variability. This is illustrated in figure 1, which shows how a large international sample of auditors were rated using the Risk Type Compass. This positions any individual within a 360 degree spectrum calibrated continuously through the eight risk types, which merge and blend into one another. Sixty-seven percent of auditors fall within a range defined by three neighboring risk types. Clearly, like any other professional, the approach and manner of an individual auditor will be influenced by their own risk disposition, and so will their judgments and decisions. You will probably know of auditor colleagues who are somewhat either more or less cautious than you are. Everyone falls somewhere on the Risk Type Compass, and this positioning will have implications. There are no good or bad risk types; each has its advantages and disadvantages. It’s important to be sufficiently self-aware of the bias that these differences in risk disposition imply. This allows the benefits to be exploited and the disadvantages to be managed in a professional way.

Self-awareness is just one side of the coin. There is a second way in which auditors encounter risk type. Auditors work in many different sectors and professions. Just as there is a characteristic distribution of risk types amongst auditors, this is also the case with other professions. Police officers do not, in general, have the same risk dispositions as recruiters or air traffic controllers. Not all professions are so distinctive in this respect. Some have a very even distribution of the eight risk types but in others—air traffic controllers are an extreme example—the influence on the culture within that industry or profession will be palpable. Walk into the tax department of an accountancy firm and the likely reaction is no more than a peek over the top of a pair of spectacles. However, walk into a PR firm and they will probably be climbing over the desks to grab your hand and introduce themselves.

In moving between organizations, or departments in a large organization, these differences in organizational culture will create two challenges for the auditor. First, to engage with those that need to be engaged with auditors may need to adapt their approach and mindset. Second, to establish working relationships, carry out their enquiries, communicate, define their requirements, and see the project through they negotiate the potential pitfalls of dealing with people whose risk disposition may be very different from their own. Organizations are characterized by different risk dispositions (see figures 2 to 6), and within any organization the finance function will be very different in this respect to the sales department, and HR will be different to research and development. When the risk culture of an organization is distinctive and different to the risk disposition of the auditor, basic assumptions about acceptable levels of risk and uncertainty, about vigilance in dealing with a task, or maintaining records or completing formalities may threaten the successful completion of the audit or its effectiveness. An awareness of the possible implications of risk type in the individuals you are working with, as well as self-awareness about the inevitable bias inherent in your own risk disposition, will improve your ability to navigate successfully within a world where these individual differences can be quite extreme.

From our database of more than 7,000 administrations of the Risk Type Compass assessment, we have generated the following illustrations of the varied patterns of risk type in different work settings:

The Extraordinary Invisible World of Risk Type    The Extraordinary Invisible World of Risk Type

The Extraordinary Invisible World of Risk Type       The Extraordinary Invisible World of Risk Type

The Extraordinary Invisible World of Risk TypeThe Extraordinary Invisible World of Risk Type

Looking at the total sample graphic, it’s clear that risk types are evenly distributed. Your next encounter is no more likely to be any one than any other. Surely, this even distribution must reflect the importance of all the risk types in contributing to survival for our own species? We clearly need those who are “on edge” about risk who will draw attention to pending disasters and help to protect us. Species survival also needs those who will challenge everything in search of better solutions or who are prepared to face the danger and act to overcome it. I refer to this even distribution of risk types as “Team Homo Sapiens.” No football game is won with a team made up solely of defenders or solely of attackers, you need a balance between the two. There are no “good” or “bad” risk types; all have an important contribution to make. Once you can measure it, you can begin to manage it effectively. Team building of all kinds and at all levels can make use of it. The challenge is to find the right combinations of risk types to ensure success.

Individuals will improve their effectiveness, decision making, and performance by taking their own risk type dispositions into account.

These findings are already influencing policy decisions and working practices in a wide range of occupations in different countries. The research is robust, and the possibilities and opportunities are becoming ever more apparent. In auditing, too, these human factors are an unavoidable feature of the terrain.

What risk type are you?

Contact Edward Balfour at ebalfour@exemplarglobal.org to take the Risk Type Compass assessment.

About the author

The Extraordinary Invisible World of Risk TypeGeoff Trickey is a passionate advocate of applied psychology. Through roles such as honorary research fellow at UCL, European manager for The Psychological Corporation, and a long association with Hogan Assessment Systems, he has been privileged to work with an influential pool of talent, which laid the basis for an informed global perspective on psychological practices.

Founding PCL in 1992, Trickey has overseen its continuous growth to establish a global presence. He developed the Risk Type Compass which is now distributed in the United States and Canada by Multi-Health Systems.

Trickey is a chartered psychologist, a fellow of the Royal Society of Arts, and an associate fellow of the British Psychological Society.

The post The Extraordinary Invisible World of Risk Type appeared first on The Auditor.

Auditing Profession Career Pathway Survey White Paper Available

Exemplar Global's "Auditing Profession Career Pathway Survey" white paper will be distributed free of charge to attendees of the ASQ Audit conference, Oct. 29-30 in Reno, Nevada. Exemplar Global's President Peter Holtmann is the conference keynote speaker. To clarify facets of the global auditor population and provide insight into auditing…

Exemplar Global’s “Auditing Profession Career Pathway Survey” white paper will be distributed free of charge to attendees of the ASQ Audit conference, Oct. 29-30 in Reno, Nevada. Exemplar Global’s President Peter Holtmann is the conference keynote speaker.

To clarify facets of the global auditor population and provide insight into auditing as a viable career pathway alternative, Exemplar Global went straight to the source.

Exemplar Global invited auditors to take part in a study via LinkedIn. More than 1,000 responses were received, with the results published in the “Auditing Profession Career Pathway” survey.

The survey presented the professional auditor as someone able to skilfully manage conflictual relationships through the establishment of strong interpersonal relationships across all levels of an organization.

However, the skills of the individual auditor can shift an auditee’s perception of the overall audit from feeling they are being “policed,” to viewing the experience as adding value. Two subcultures emerge as a result of this construct: one that applauds the process and one that pits the auditor against the auditee.

There are varied paths to entering the profession, with respondents revealing varied experiences. Those originating from within companies that actively support the profession tended to find a career path easier to access and move through. Alternatively, those working within the quality profession experience their auditing career trajectory as a natural progression.

Regardless of entrance point, many auditors underscore the value of access to on-the-job shadowing, such that they could benefit from the expertise of more experienced professionals.

However, difficulty accessing training opportunities or being a mother, young, or female were identified as barriers to entering the profession.

Experience emerged as a key theme in the survey, both for those looking to enter the auditing profession and for those already working as an auditor. Although experience is presented as being highly valued, exactly what the term entails remains unclear. Credibility is presented as being intimately entwined with the construct of experience, with many auditors expressing the belief that one cannot exist without the other.

The need for a clearly outlined, established career path is a key takeaway from the survey.

Key trends identified in the survey include:

  • Job satisfaction. High industry retention rates and an overall desire to stay or grow within the auditing profession displayed by the general population signals that for the majority, auditing is an attractive, economically viable, and rewarding career.
  • Gender equality. The data shows increasing gender equality, reflected not only in terms of the changing proportion of male and female auditors over successive age ranges, but also in terms of the near equality of remuneration offered.
  • The need to attract a new generation. There is a clear age imbalance, an aging auditor population, and an approximate 10-year window of opportunity to address this imbalance.

Current challenges for the industry include leveraging job satisfaction and gender-neutral opportunities for career growth to attract personnel who possess the desired skills and personal attributes required to be successful auditors and leaders.

These people would then need to be trained and retained so they have the opportunity to continue the drive of the industry toward ever improving service levels and bringing value to the wider community in the years to come.

With this in mind, where will the future population of auditors come from?

Copies of the “Auditing Profession Career Pathway Survey” white paper will be available at Exemplar Global’s booth at the ASQ Audit conference, Oct. 29-30, in Reno, Nevada. Drop by the Exemplar Global booth, meet the staff, and pick your copy of the white paper.

Auditing Profession Career Pathway Survey White Paper Available

Exemplar Global’s “Auditing Profession Career Pathway Survey” white paper will be distributed free of charge to attendees of the ASQ Audit conference, Oct. 29-30 in Reno, Nevada. Exemplar Global’s President Peter Holtmann is the conference keynote speaker. To clarify facets of the global auditor population and provide insight into auditing…

Exemplar Global’s “Auditing Profession Career Pathway Survey” white paper will be distributed free of charge to attendees of the ASQ Audit conference, Oct. 29-30 in Reno, Nevada. Exemplar Global’s President Peter Holtmann is the conference keynote speaker.

To clarify facets of the global auditor population and provide insight into auditing as a viable career pathway alternative, Exemplar Global went straight to the source.

Exemplar Global invited auditors to take part in a study via LinkedIn. More than 1,000 responses were received, with the results published in the “Auditing Profession Career Pathway” survey.

The survey presented the professional auditor as someone able to skilfully manage conflictual relationships through the establishment of strong interpersonal relationships across all levels of an organization.

However, the skills of the individual auditor can shift an auditee’s perception of the overall audit from feeling they are being “policed,” to viewing the experience as adding value. Two subcultures emerge as a result of this construct: one that applauds the process and one that pits the auditor against the auditee.

There are varied paths to entering the profession, with respondents revealing varied experiences. Those originating from within companies that actively support the profession tended to find a career path easier to access and move through. Alternatively, those working within the quality profession experience their auditing career trajectory as a natural progression.

Regardless of entrance point, many auditors underscore the value of access to on-the-job shadowing, such that they could benefit from the expertise of more experienced professionals.

However, difficulty accessing training opportunities or being a mother, young, or female were identified as barriers to entering the profession.

Experience emerged as a key theme in the survey, both for those looking to enter the auditing profession and for those already working as an auditor. Although experience is presented as being highly valued, exactly what the term entails remains unclear. Credibility is presented as being intimately entwined with the construct of experience, with many auditors expressing the belief that one cannot exist without the other.

The need for a clearly outlined, established career path is a key takeaway from the survey.

Key trends identified in the survey include:

  • Job satisfaction. High industry retention rates and an overall desire to stay or grow within the auditing profession displayed by the general population signals that for the majority, auditing is an attractive, economically viable, and rewarding career.
  • Gender equality. The data shows increasing gender equality, reflected not only in terms of the changing proportion of male and female auditors over successive age ranges, but also in terms of the near equality of remuneration offered.
  • The need to attract a new generation. There is a clear age imbalance, an aging auditor population, and an approximate 10-year window of opportunity to address this imbalance.

Current challenges for the industry include leveraging job satisfaction and gender-neutral opportunities for career growth to attract personnel who possess the desired skills and personal attributes required to be successful auditors and leaders.

These people would then need to be trained and retained so they have the opportunity to continue the drive of the industry toward ever improving service levels and bringing value to the wider community in the years to come.

With this in mind, where will the future population of auditors come from?

Copies of the “Auditing Profession Career Pathway Survey” white paper will be available at Exemplar Global’s booth at the ASQ Audit conference, Oct. 29-30, in Reno, Nevada. Drop by the Exemplar Global booth, meet the staff, and pick your copy of the white paper.

The post Auditing Profession Career Pathway Survey White Paper Available appeared first on Exemplar Global | Personnel & Training Certification.

Auditing Profession Career Pathway Survey White Paper Available

Exemplar Global’s “Auditing Profession Career Pathway Survey” white paper will be distributed free of charge to attendees of the ASQ Audit conference, Oct. 29-30 in Reno, Nevada. Exemplar Global’s President Peter Holtmann is the conference keynote speaker. To clarify facets of the global auditor population and provide insight into auditing…

Exemplar Global’s “Auditing Profession Career Pathway Survey” white paper will be distributed free of charge to attendees of the ASQ Audit conference, Oct. 29-30 in Reno, Nevada. Exemplar Global’s President Peter Holtmann is the conference keynote speaker.

To clarify facets of the global auditor population and provide insight into auditing as a viable career pathway alternative, Exemplar Global went straight to the source.

Exemplar Global invited auditors to take part in a study via LinkedIn. More than 1,000 responses were received, with the results published in the “Auditing Profession Career Pathway” survey.

The survey presented the professional auditor as someone able to skilfully manage conflictual relationships through the establishment of strong interpersonal relationships across all levels of an organization.

However, the skills of the individual auditor can shift an auditee’s perception of the overall audit from feeling they are being “policed,” to viewing the experience as adding value. Two subcultures emerge as a result of this construct: one that applauds the process and one that pits the auditor against the auditee.

There are varied paths to entering the profession, with respondents revealing varied experiences. Those originating from within companies that actively support the profession tended to find a career path easier to access and move through. Alternatively, those working within the quality profession experience their auditing career trajectory as a natural progression.

Regardless of entrance point, many auditors underscore the value of access to on-the-job shadowing, such that they could benefit from the expertise of more experienced professionals.

However, difficulty accessing training opportunities or being a mother, young, or female were identified as barriers to entering the profession.

Experience emerged as a key theme in the survey, both for those looking to enter the auditing profession and for those already working as an auditor. Although experience is presented as being highly valued, exactly what the term entails remains unclear. Credibility is presented as being intimately entwined with the construct of experience, with many auditors expressing the belief that one cannot exist without the other.

The need for a clearly outlined, established career path is a key takeaway from the survey.

Key trends identified in the survey include:

  • Job satisfaction. High industry retention rates and an overall desire to stay or grow within the auditing profession displayed by the general population signals that for the majority, auditing is an attractive, economically viable, and rewarding career.
  • Gender equality. The data shows increasing gender equality, reflected not only in terms of the changing proportion of male and female auditors over successive age ranges, but also in terms of the near equality of remuneration offered.
  • The need to attract a new generation. There is a clear age imbalance, an aging auditor population, and an approximate 10-year window of opportunity to address this imbalance.

Current challenges for the industry include leveraging job satisfaction and gender-neutral opportunities for career growth to attract personnel who possess the desired skills and personal attributes required to be successful auditors and leaders.

These people would then need to be trained and retained so they have the opportunity to continue the drive of the industry toward ever improving service levels and bringing value to the wider community in the years to come.

With this in mind, where will the future population of auditors come from?

Copies of the “Auditing Profession Career Pathway Survey” white paper will be available at Exemplar Global’s booth at the ASQ Audit conference, Oct. 29-30, in Reno, Nevada. Drop by the Exemplar Global booth, meet the staff, and pick your copy of the white paper.

The post Auditing Profession Career Pathway Survey White Paper Available appeared first on Exemplar Global | Personnel & Training Certification.

Exemplar Global College Releases Updated ISO 9001:2015 Transition Course and Assessment

Exemplar Global College has released an updated version of its online ISO 9001:2015 Transition Course and the accompanying assessment. The ISO 9001:2015 Transition Course is designed to help students gain an understanding of the changes in the 2015 revision to ISO 9001 and how the changes affect their organization’s quality…

Exemplar Global College has released an updated version of its online ISO 9001:2015 Transition Course and the accompanying assessment. The ISO 9001:2015 Transition Course is designed to help students gain an understanding of the changes in the 2015 revision to ISO 9001 and how the changes affect their organization’s quality management system.

The ISO 9001:2015 Transition Course was developed by the Independent Association of Accredited Registrars (IAAR). This is the first time that a global course and assessment has been developed by the collective knowledge of the certification industry. Exemplar Global, as a leader in personnel certification, was one of the key contributors in the development of this unique course.

The ISO 9001:2015 Transition Course is self-paced and modular. Each module builds upon the student’s knowledge of the standard and how to make the transition to the 2015 version. The course includes:

  • Fundamental principles of quality management
  • Quality management best practice
  • Planning a QMS based on ISO 9001
  • Implementing a QMS based on ISO 9001
  • Performance evaluation, monitoring, and measurement of a QMS
  • Continual improvement of a QMS based on ISO 9001
  • Preparing for a QMS certification audit

Upon the successful completion of the course, students take an examination and receive a certificate of completion.

This course is designed for people who work with and have an understanding of the ISO 9001:2008 standard and are required to transition to the 2015 version. This includes:

  • Senior management
  • Management representatives
  • Industry consultants
  • Internal and external auditors
  • Operations personnel
  • Trainers
  • Sales personnel

For more information on the ISO 9001:2015 Transition Course or to register for the course, visit www.exemplarglobalcollege.org.

Exemplar Global College Releases Updated ISO 9001:2015 Transition Course and Assessment

Exemplar Global College has released an updated version of its online ISO 9001:2015 Transition Course and the accompanying assessment. The ISO 9001:2015 Transition Course is designed to help students gain an understanding of the changes in the 2015 revision to ISO 9001 and how the changes affect their organization’s quality…

Exemplar Global College has released an updated version of its online ISO 9001:2015 Transition Course and the accompanying assessment. The ISO 9001:2015 Transition Course is designed to help students gain an understanding of the changes in the 2015 revision to ISO 9001 and how the changes affect their organization’s quality management system.

The ISO 9001:2015 Transition Course was developed by the Independent Association of Accredited Registrars (IAAR). This is the first time that a global course and assessment has been developed by the collective knowledge of the certification industry. Exemplar Global, as a leader in personnel certification, was one of the key contributors in the development of this unique course.

The ISO 9001:2015 Transition Course is self-paced and modular. Each module builds upon the student’s knowledge of the standard and how to make the transition to the 2015 version. The course includes:

  • Fundamental principles of quality management
  • Quality management best practice
  • Planning a QMS based on ISO 9001
  • Implementing a QMS based on ISO 9001
  • Performance evaluation, monitoring, and measurement of a QMS
  • Continual improvement of a QMS based on ISO 9001
  • Preparing for a QMS certification audit

Upon the successful completion of the course, students take an examination and receive a certificate of completion.

This course is designed for people who work with and have an understanding of the ISO 9001:2008 standard and are required to transition to the 2015 version. This includes:

  • Senior management
  • Management representatives
  • Industry consultants
  • Internal and external auditors
  • Operations personnel
  • Trainers
  • Sales personnel

For more information on the ISO 9001:2015 Transition Course or to register for the course, visit www.exemplarglobalcollege.org.

The post Exemplar Global College Releases Updated ISO 9001:2015 Transition Course and Assessment appeared first on Exemplar Global | Personnel & Training Certification.

Exemplar Global College Releases Updated ISO 9001:2015 Transition Course and Assessment

auditing profession and the glass ceiling
Exemplar Global College has released an updated version of its online ISO 9001:2015 Transition Course and the accompanying assessment. The ISO 9001:2015 Transition Course is designed to help students gain an understanding of the changes in the 2015 revision to ISO 9001 and how the changes affect their organization’s quality…

Exemplar Global College has released an updated version of its online ISO 9001:2015 Transition Course and the accompanying assessment. The ISO 9001:2015 Transition Course is designed to help students gain an understanding of the changes in the 2015 revision to ISO 9001 and how the changes affect their organization’s quality management system.

The ISO 9001:2015 Transition Course was developed by the Independent Association of Accredited Registrars (IAAR). This is the first time that a global course and assessment has been developed by the collective knowledge of the certification industry. Exemplar Global, as a leader in personnel certification, was one of the key contributors in the development of this unique course.

The ISO 9001:2015 Transition Course is self-paced and modular. Each module builds upon the student’s knowledge of the standard and how to make the transition to the 2015 version. The course includes:

  • Fundamental principles of quality management
  • Quality management best practice
  • Planning a QMS based on ISO 9001
  • Implementing a QMS based on ISO 9001
  • Performance evaluation, monitoring, and measurement of a QMS
  • Continual improvement of a QMS based on ISO 9001
  • Preparing for a QMS certification audit

Upon the successful completion of the course, students take an examination and receive a certificate of completion.

This course is designed for people who work with and have an understanding of the ISO 9001:2008 standard and are required to transition to the 2015 version. This includes:

  • Senior management
  • Management representatives
  • Industry consultants
  • Internal and external auditors
  • Operations personnel
  • Trainers
  • Sales personnel

For more information on the ISO 9001:2015 Transition Course or to register for the course, visit www.exemplarglobalcollege.org.

The post Exemplar Global College Releases Updated ISO 9001:2015 Transition Course and Assessment appeared first on Exemplar Global | Personnel & Training Certification.

Certification Update: Exemplar Global ISO 14001:2015 Transition Assessment

Exemplar Global Certification (A division of Exemplar Global, Inc.) announces the release of the Exemplar Global ISO 14001:2015 Transition Assessment. The Exemplar Global ISO 14001:2015 Transition Assessment is now available on the Exemplar Global College website. As a reminder, all personnel certified in the following Exemplar Global programs are required…

Exemplar Global Certification (A division of Exemplar Global, Inc.) announces the release of the Exemplar Global ISO 14001:2015 Transition Assessment.

The Exemplar Global ISO 14001:2015 Transition Assessment is now available on the Exemplar Global College website.

As a reminder, all personnel certified in the following Exemplar Global programs are required to complete the assessment:

  • Qualification and competency-based environmental management systems auditors (all grades)
  • Environmental management system internal auditors
  • Certified environmental management systems practitioners

How much does the transition assessment cost?

The ISO 14001:2015 Transition Assessment is available through the Exemplar College website for U.S. $79. There is no additional certification cost for transition to the new standard once you have successfully completed the transition assessment online.

Deadline for completion of the transition assessment

To ensure Exemplar Global certified professionals maintain the highest global standards, the transition assessment must be completed by February 1, 2016.

Where can I find more details about the ISO 14001:2015 Transition Assessment?

Details regarding the transition assessment can be found on the Exemplar Global College website at: www.exemplarglobalcollege.org.

What about auditing to the new standard?

Exemplar Global certified auditors are not permitted to conduct any audits to the ISO 14001:2015 standard without successfully completing the ISO 14001:2015 Transition Assessment. Exemplar Global will not accept any audits to the ISO 14001:2015 standard without evidence of successful completion of the transition assessment.

After September 1, 2018, Exemplar Global will not accept any audits for certification, recertification, and/or expansion of certification to the ISO 14001:2004 standard. Additionally, after September 1, 2018, the ISO 14001:2004 scope will no longer be available.

If you have any questions regarding the general transition requirements or the ISO 14001:2015 Transition Assessment, please email info@theauditoronline.com.