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Mastercard Card Quality Management Overview December 2016
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Page 1: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Mastercard

Card Quality Management

Overview

December 2016

Page 2: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Introduction

Mastercard Card Approval

Overview

Mastercard Card Approval LoA policy

Requirements

Product Quality

Quality Management

Benefits

Labels

ChipCard Interface Technologies

A Modular Structure

A Unique Identifier

Certificate Example

Documents

Audit

Accredited Auditors

Ranking

Timeline

Process

Overview

Detailed

New comers Vs. already certified

Budget

Mastercard Outsourcing Letter to Smart Consulting

Figures

Conclusion

Agenda

2

Page 3: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Introduction

Involved companies:

Personalization bureaus

Card manufacturers (card vendors)

Suppliers of the card vendors (chip, modules, inlays manufacturers)

Involved products:

Mastercard EMV cards (ID1 card format)

Requirements:

Quality Management

Product Quality (modular structure)

Methodology:

Self-assessment controlled by on-site audits

Corrective actions plan.

3

CQM = Mastercard Card Quality Management

Page 4: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Mastercard Card Approval

Overview

4

Company

Program

Product

Program

Global Vendor Certification Program

Physical and Logical Security

GVCP

[email protected]

Brand and Card Design Rules Card Design(1)

Card Structure Integrity and Security

Innovative form factors or card bodies

CSI

[email protected]

Chip Card Quality ManagementCQM

[email protected]

Chip Anti-Fraud SecurityCAST

[email protected]

Chip Card (Functionality) ApprovalIAT

[email protected]

(1) The e-mail address depends on the region, it will be communicated by the Mastercard local contact

Page 5: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Mastercard Card Approval

LoA policy (1/2)

5

A Mastercard Letter of Approval (LoA) is issued to a chip card vendor for each

chip card or device that has successfully completed the following items:

• Interface and Application Testing

• Compliance Assessment and Security Testing

• CQM

IAT

CAST

CQM

LoA

Page 6: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Mastercard Card Approval

LoA policy (2/2)

CQM

Card Supplier

End-user product manufacturing and delivery based

on an approved Module

Multi-stakeholders Model

LoAApproved Module

CCS

Card Vendor

From full product conception to end-

user delivery

TAS CCN Labels

LoA

IAT CQMCAST

Integrated Model

GVCP

Contactless License

Module Supplier

Chip + Operating System

+ Payment App

Conformity Compliance

Statement (CCS)

M/Chip Dev. Agreement

IAT CQMCAST

TAS LabelsCCN

GVCP

Labels

Contactless License

M/Chip Develop. Agreement

Contactless License

112 23 53 4

Source: Card Vendor Product Approval Process Guide

[email protected]

Page 7: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Categories Interoperability with ATMs and

POS terminals:Electrical, contactless, magnetic, physical characteristics

Durability and Reliability: Mechanical, Electro-Static Discharges, magnetic, ageing, resistance to chemicals…

Mastercard BrandDesign, colors, layout.

Visual Security FeaturesUV print, hologram, signature panel…

MiscellaneousNo toxicity for health and environment…

Examples

Reading distance between the

contactless card and a POS

Resistance to:

ESD

Card bending or torsion

Abrasion

Chemicals: sweat, fuel…

Temperature and humidity

Mechanical stress

Chip module extraction

Requirements (1/2)

Product Quality

7

Page 8: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Requirements (2/2)

Quality Management

Objectives definition and measurement

Training program

Written procedures

Specifications

Qualification and Change Control

Customer satisfaction

Statistical Process Control

Internal audits

Continuous improvement

8

Page 9: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

For the Bank

Cardholder satisfaction

CQM is the unique worldwide payment

card quality reference

For the Supplier or Vendor

Marketing advantage:

Bank tenders compliance

CQM companies list is public

Corporate quality tool to both support

and control the remote sites

External independent view

Modular activities

Benefits

9

CQM labels are required for every suppliers

The Letter of Approval (LoA) requires the CQM certification.

Page 10: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Labels (1/3)

Manufacturing Activities

10

Integrated Circuit

Integrated Circuits Module

Plastic CardChip

EmbeddingPerso

Integrated Circuit

Integrated Circuits Module

Inlay with Antenna

Plastic CardChip

EmbeddingPerso

Integrated Circuit

Integrated Circuits Module

Inlay with Antenna and Chip

Plastic Card Lamination with Chip

PersoContactless

Contact

Dual

Smart Card manufacturing is splited in modular activities.

The CQM label identifies the activity for the card interface technology ( Contact, Contactless,

Dual)

Page 11: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Labels 2/3

unique CQM identifiers

CQM labels are identifiers granted to a CQM certified company

to cover their certified activities.

CQM label structure is “ACCLLTTTTS”.

A = Activity of manufacturing

CC = Company

LL = Location of the manufacturing site

TTTT = Interface Technology (Contact, Dual, Contactless)

S = Status ( R:interim label for Recognition, A:label for Approval)

11

CQM Recognition is a 6 month max interim period aimed

- for companies starting the CQM process

- for a new activity started by CQM certified companies

CQM Approval is the step achieved when the audit pass

recommendation is accepted.

Page 12: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Labels 3/3

CQM Certificate Example

12

Page 13: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Documents

Documents available on line: smart-consulting.com

Overview presentation (this presentation)

Registration Form

Quality questionnaire (Assessment Plan)

Requirements specification

Non Disclosure Agreement (NDA) template.

Documents available on demand: [email protected]

Annual services offer (including quote)

Draft certificate for candidate review

13

Always check online for the last release of the documents.

Page 14: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Audits 1/3

Accredited Auditors

14

The auditors are acting worldwide.

Name First Name Company Tel office Email Country

Chen Luke 陳明乾 TÜV SÜD +886 228986818 [email protected] Taiwan

Ferreira Luis Agora Consult +32 470822142 [email protected] Belgium

Gase Axel Kiwa Telefication 31 316 583 114 [email protected] Netherlands

Janczek Thies Cocaso +49 4347701433 [email protected] Germany

Shinmoto Tamon 真本多聞 TÜV SÜD +81 449801675 [email protected] Japan

Trüggelmann Uwe TruCert +1 2504349456 [email protected] Canada

Van Voorst Ries Dekra +31 263563419 [email protected] Netherlands

Page 15: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Audit 2/3

Ranking

15

Smart Consulting will notify the rank decision to the auditee after the audit report reception.

Smart Consulting is the sole entity to approve an audit shift request.

Recommendation Next auditAction plan

Completion Check

APass

Action plan is not required.< 3 years

BPass

Action plan is defined and committed.< 2 years < 4 months

CPass with many unconformities

Action plan is defined and committed.< 1 year < 4 months

DRecommendation postponed after the next audit or action

plan completion check.

Page 16: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Audit Timeline

16

Action Plan Completion Report Assessment

Smart Consulting to Auditee and Auditor 2 weeks after Action Plan Completion Report

Action Plan Completion ReportAuditor to Smart Consulting and Auditee 19 weeks after Audit End

Action Plan CompletionAuditee to Auditor 17 weeks after Audit End (*)

Audit Report AssessmentSmart Consulting to Auditee and Auditor 5 weeks after Final Audit Report

Final Audit ReportAuditor to Smart Consulting and Auditee 4 weeks after Audit End

Action PlanAuditee to Auditor 2 weeks after the Audit (*)

AuditAuditor

Audit PreparationAuditee to Auditor 2 weeks before the Audit (*)

Audit AgreementAuditee + Auditor Auditee + Auditor

RegistrationAuditee to Smart Consulting

Owner Recipients Deadline

(*) Typical values. They shall be defined inside the bilateral Audit Agreement binding on the Auditor and the Auditee

Page 17: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Process 1/4

Overview

17

CQM Certificate

Approval

Renewal

Recognition

One Year

Extention

No No

Details next slide

N N

Page 18: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Process 2/4

Details

18

Registration to Smart ConsultingServices offer for 1 year

Acceptance of the offerRECOGNITION Yearly fees invoice

6 months max Yearly fees paymentAudit offer with quote and schedule

Auditor selection and notificationLabels for CQM recognition.

Audit preparationSupport for the Audit preparation

Non conformitiesAction-plan

Audit-Report and recommendationNotification of the audit results

Signed certificate with appoval labelsAction-Plan Completion Report

Action-Plan Completion Report Assess

YEARLY Yearly fees invoiceEXTENTION Yearly fees payment

Signed Certificate with labels

RENEWAL Refer to above approval process

Audit

APPROVAL

Smart Consulting CQM Candidate CQM Auditor

Page 19: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

New Comer

To register immediately for

CQM recognition together with

Mastercard GVCP registration in

order to gain time.

CQM labels require the related

GVCP certification.

Already Certified

The audit date shall be initiated by the auditee directly with the auditor taken into account

The last audit acknowledgement issued by Smart Consulting

The certificate birthday(max 60 days before)

The auditor availability in the region

Pay the CQM yearly extension fees 60 days before the certificate expiration date.

Notify changes in real time:

new location

new workshops

new primary contact

Process 3/4

New Comer Vs. Already Certified

19

Sooner is better

contact: [email protected]

Page 20: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Process 4/4

Certificate is granted after

Confirmation by positive audit recommendation

Next audit(s) planned

60 days after annual fees payment

20

Note: All the GVCP sites of the group of

companies shall be CQM certified

Page 21: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Budget

Auditor Smart Consulting

Price~ 1500€ per day

+ T&E

900€ annual fees

+ 500€ per activity

Payment term

(new candidates)to be defined

60 days after CQM offer

date

Payment term

(already certified)to be defined

60 days before certificate

birthday

Negotiable? yes no

21

Page 22: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Mastercard Outsourcing Letter

22

The CQM scheme

is owned by

Mastercard

Certification Authority

The CQM operations

are performed by

Smart Consulting

Certification body

Page 23: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

CQM Certification Trend

23

0

200

400

600

800

1000

1200

1400

2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

Companies

Sites

Activities

Labels

Page 24: MasterCard Card Quality Management Overview - Smart · PDF fileCQM = Mastercard Card Quality Management . Mastercard Card Approval Overview 4 Company Program ... Registration to Smart

Conclusion

1. Mastercard mandates CQM:

for all EMV cards

for all activities (formerly called workshops)

for all countries worldwide

for every GVCP certified site belonging to the same group of

companies.

2. CQM certified companies list is public

CQM certified companies are available inside the Mastercard Vendors list

( GVCP monthly update)

3. Increasing number of bank tenders are mandating CQM

24

Mastercard Sources: Card Vendor Product Approval Process Guide 2015/05

CQM certified companies public list (GVCP)

Security Bulletin 2014/09 (GVCP)


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