Project Summary

Briefing Document: Analysis of National Standards Body Operations

Executive Summary

This document synthesizes extensive source material detailing the operational frameworks, services, and internal procedures of two national standards bodies: the Turkish Standards Institution (TSE) and the Syrian Arab Organization for Standardization and Metrology (SASMO). The analysis reveals the multifaceted roles these organizations play in national infrastructure, from developing technical standards to public service delivery and internal governance.

The Turkish Standards Institution (TSE) is presented through its public-facing website, which emphasizes a wide array of services including certification, training, and conformity assessment. A significant portion of the TSE material is dedicated to a comprehensive web accessibility statement, demonstrating a strong commitment to digital inclusivity by adhering to WCAG 2.1 AA standards through advanced AI-driven tools and user-configurable interfaces.

Conversely, the materials from the Syrian Arab Organization for Standardization and Metrology (SASMO) consist of detailed internal procedural documents and flowcharts. These sources provide an in-depth view of highly structured, bureaucratic workflows governing core functions such as standards development, complaint resolution, licensing, and stakeholder correspondence. Furthermore, they outline a comprehensive set of human resources policies, detailing processes for various types of employee leave, resignation, and transfers.

Collectively, the sources provide a comparative insight into the formal processes that underpin a national standards organization. Key themes that emerge are the lifecycle of a standard from proposal to systematic review, the mechanisms for public and stakeholder interaction, the complexity of internal administrative governance, and the contrasting focus on external communication and digital accessibility (TSE) versus internal process formalization (SASMO).

1. Core Functions of Standardization Bodies

The provided context outlines the primary activities common to national standards organizations, focused on the creation, dissemination, and enforcement of standards.

1.1. Standards Development Lifecycle (SASMO)

SASMO employs a highly structured, multi-stage process for the creation and maintenance of Syrian Standard Specifications. This lifecycle ensures systematic development, stakeholder consultation, and periodic review.

1.2. Certification, Assessment, and Testing

TSE provides a comprehensive suite of services related to conformity and quality assurance.

• Certification Services: TSE offers Product, Halal, and System certification.
• Conformity Assessment: This includes supervision services for imports and exports.
• Testing and Calibration Services: The institution provides distinct services for both laboratory testing and equipment calibration.
• Accreditation: TSE's personnel certification activities are accredited by the Turkish Accreditation Agency (TÜRKAK) and the Halal Accreditation Agency (HAK).

1.3. Training and Knowledge Dissemination

Both organizations engage in activities designed to educate stakeholders and the public.

• TSE Academy: An online portal offering training courses. Users can register, purchase desired courses, and access video content 24/7 for the duration of the package. The system tracks completion rates. Specific courses mentioned include:

  • TS OIC/ SMIIC1:2019 Halal Food Basic Training
  • TS EN ISO 14001:2015 Environmental Management Systems (Basic, Documentation, and Internal Audit Training)
  • TS EN ISO 22000:2018 Food Safety Management System Basic Training

• TSE Publications: The institution publishes several periodicals and books, including:

  • Standard Ekonomik ve Teknik Dergi (Standard Economic and Technical Magazine)
  • Öncü Çocuk Dergisi (Pioneer Child Magazine)
  • Bilişim Sözlüğü (IT Dictionary)

2. Stakeholder Interaction and Service Delivery

The documents detail the formal procedures for engaging with customers, handling complaints, and providing information.

2.1. Accessing and Purchasing Standards (SASMO)

SASMO provides two distinct channels for purchasing Syrian standards.

A. Physical (Paper) Copy Purchase:

1. A customer submits a request at the central records office (Diwan).
2. The request is forwarded to the relevant technical directorate to identify the correct standard name and number.
3. The request is then sent to the Standards Sales Department, which prepares a formal purchase order.
4. The customer takes the purchase order to the Finance Directorate's cashier to pay the required amount and receives a receipt.
5. The customer returns to the Sales Department with the purchase order and a copy of the receipt.
6. After verification, the customer receives the requested standard, with each page stamped to prevent unauthorized circulation.

B. Online Subscription Service:

1. A customer fills out an online subscription form with personal or institutional data.

2. Payment of fees is required:

   • Annual Subscription Fee: 100,000 SYP (renews at the beginning of each year).
   • Initial Deposit: A minimum of 2,000,000 SYP is deposited into SASMO's account at the Central Bank of Syria to serve as a balance for purchasing standards.
3. The customer sends proof of payment to SASMO via email (sasmo@net.sy) or another method (e.g., fax, WhatsApp).
4. SASMO verifies the payment and activates the subscriber's account.
5. The activated account can then be used to download purchased standards, and the balance can be topped up as needed.

2.2. Complaint Handling Procedure (SASMO)

SASMO has a formal, eight-step process for managing complaints, which are categorized as follows:

• Products non-compliant with specifications (local or imported).
• Misuse of quality marks or forgery of conformity certificates.
• Issues with labs or inspection bodies (poor performance, bias, violations).
• General complaints about SASMO procedures or staff conduct.

The Complaint Resolution Process:

1. Receipt: Complaints are received via website, mail, phone, in-person, or email and registered with a reference number.
2. Initial Triage: The Government Communication Directorate performs an initial sort and verifies that all necessary data (name, contact, details, evidence) is present.
3. Routing: The Internal Control Department reviews the complaint and forwards it to the appropriate directorate (e.g., a relevant standards directorate for product issues, the Quality Directorate for certificate issues, the Accreditation Directorate for lab issues, or HR for internal matters).
4. Investigation: The designated directorate conducts a technical or administrative investigation, which may involve collecting evidence, interviews, technical reports, and field visits.
5. Reporting: An initial report is prepared by the Internal Control Department.
6. Decision: The report is elevated to the General Director for presentation to the Board of Directors, which makes the final decision.
7. Notification: The complainant is informed of the decision via phone, mail, or email, with a summary of the resolution provided while maintaining confidentiality where necessary.
8. Archiving and Follow-up: The case is archived, and implementation of the decision is monitored to evaluate performance and prevent recurrence.
9. Appeal (Optional): The party complained against can appeal the decision within a specified period. The appeal is reviewed by the Board of Directors, whose final decision is binding.

2.3. Licensing and Technical Consultation Procedures (SASMO)

• Product Licensing: A customer can request a license for a product by submitting an application with product data. The process involves checking for an existing Syrian standard.

  • If a Syrian standard exists, it is adopted as the reference for the license.
  • If not, SASMO checks for a suitable international or Arab standard. If one is found and is deemed appropriate after study, it is adopted as the reference.
  • If no suitable standard exists, the request may be rejected with an explanation.
• Responding to Official Correspondence: SASMO follows a formal process for handling official letters and technical consultations. The letter is registered, reviewed by the General Director, and assigned to the relevant directorate for study. A draft response is prepared, reviewed (and potentially sent to other entities for input), finalized, and approved by the General Director before being officially dispatched.

3. Internal Governance and Organizational Structure (SASMO)

The provided documents offer a detailed look into the organizational structure and internal administrative processes of SASMO, managed by General Director Dr. Eng. Yasser Aliwi.

3.1. Organizational Structure

SASMO is a large organization with a hierarchical structure under the General Director and a Deputy General Director. Key directorates include:

• Core Technical Directorates: Accreditation, Quality Assurance, Metrology, and multiple Standards directorates segmented by industry (Textile, Chemical, Engineering, Food).
• Support and Administrative Directorates: Media, Planning and Statistics, Information Technology, Legal Affairs, Financial Affairs, Executive Support, Government Communication, and Administrative Development.
• Oversight and Control: Internal Control Directorate.
• Other Offices: Public Records Office (Diwan), International Cooperation Office, and Secretariat.

3.2. Human Resources and Administrative Procedures

The Directorate of Administrative Development manages a wide range of HR processes, each with a defined workflow involving approvals from the relevant director, the General Director, and in some cases, the overseeing Ministry.

4. Digital Presence and Web Accessibility (TSE)

The Turkish Standards Institution demonstrates a profound commitment to making its digital platform, www.tse.org.tr, accessible to the widest possible audience, regardless of ability.

4.1. Compliance and Technology

• Stated Goal: To adhere strictly to the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA level.
• AI-Powered Optimization: The website utilizes an AI-based application running in the background to constantly optimize accessibility. This tool remediates HTML, adapts functionality for screen-readers, and implements keyboard navigation functions.
• Accessibility Interface: Users can activate an interface to adjust the website's UI and design to their personal needs.

4.2. Supported Disability Profiles

The website offers several pre-configured profiles that users can activate to tailor their browsing experience:

• Epilepsy Safe Mode: Eliminates flashing animations and risky color combinations to prevent seizures.
• Visually Impaired Mode: Adjusts the site for users with conditions like Tunnel Vision, Cataracts, and Glaucoma.
• Cognitive Disability Mode: Provides assistive options to help users with Dyslexia, Autism, etc., focus on essential elements.
• ADHD Friendly Mode: Reduces distractions to help users with neurodevelopmental disorders read and browse more easily.
• Blindness Mode: Configures the site for compatibility with screen-readers like JAWS, NVDA, VoiceOver, and TalkBack.
• Keyboard Navigation Profile (Motor-Impaired): Enables full site operation using the Tab, Shift+Tab, and Enter keys, along with shortcuts (e.g., "M" for menus, "H" for headings).

4.3. UI, Design, and Readability Adjustments

Users can make granular adjustments to the website's appearance and functionality:

1. Font Adjustments: Control size, family, spacing, alignment, and line height.
2. Color Adjustments: Select various contrast profiles (light, dark, monochrome) and customize the colors of text, titles, and backgrounds with over 7 options.
3. Animations: A one-click button allows users to stop all running animations, including videos, GIFs, and CSS transitions.
4. Content Highlighting: Emphasize important elements like links and titles.
5. Audio Muting: Instantly mute all website audio.
6. Cognitive Support: An integrated search engine linked to Wikipedia and Wiktionary helps users decipher the meanings of phrases, initials, and slang.
7. Additional Functions: Options to change cursor color and size, use a printing mode, and enable a virtual keyboard are provided.