All certification testing programs must have a focus on quality. Typically, though, quality is thought of only as having well-written test questions and reporting accurate test results. However, quality needs to be built into all aspects of the certification program, whether conducted by the certifying agency or their vendors. The purpose of this workshop is to introduce several process tools and techniques that can be used to assure high quality tests and services and that are essential to process quality design, control, monitoring and improvement. In the design and control phases, process identification and mapping is covered, along with the identification of critical output measures or metrics. The second section of the workshop covers tools and techniques for monitoring, analyzing, reporting, and interpreting the metrics and the subsequent process improvement activities. Best practices and examples of process identification and mapping techniques, important metrics and reporting methodologies from current testing programs are presented and discussed throughout the workshop.