I.M. HAPPY COMPANY – MANAGEMENT REVIEW AGENDA: DETAILED RESPONSIBILITIES

MANAGEMENT REVIEW AGENDA:

ASSOCIATED  RESPONSIBILITIES

REPORTS

QUALITY MANAGEMENT REPRESENTATIVE (QMR)

• Status of Actions from last Management Review
• Report on quality system development
• Work in hand on the quality system (Control of Nonconformity procedure introduction)
• Risk assessment and risk management for unresolved nonconformities (e.g., supplier, effect on delivery of services to customers)
• Changes which could affect the quality system

MANAGING DIRECTOR

• Identify resources needed for quality system tasks
• Identify position of quality system development in the IMH business development plan
• Risk assessment and risk management
• Performance of services, operational processes, associated practices
• Changes which could affect the quality system

•      Quality planning and objectives (needs and expectations of customers and other interested parties)

•       business decisions to be assessed regularly for

–   their impact on quality system

–   the impact of the quality system on business decisions

MANAGEMENT REVIEW AGENDA:

ASSOCIATED  RESPONSIBILITIES

OTHER ATTENDEES

• Preventive action strategies (risk assessment and risk management)
• Quality objectives (strategies for continuous improvement)
• Cost of quality system
• Benefits of quality system
• Training
• Customer satisfaction levels (implied needs, measurement and analysis techniques)
• Customer complaints
• Changes which could affect the quality system

Preventive Action strategies

• identify items and conditions for improvement in IMH processes
• identify what has been done to date (e.g., improvement in processes,  equipment, staff training)
• Refer to QMR reports for possible improvements

Quality Objectives

Identify all components of IMH services which are affected by quality system development, e.g.;

• Customer requirements
• What is happening to our customer (changes that would affect IMH services)
• Resources required (e.g., equipment, skills, labour, time)
• Training
• Processes (administration, production)

MANAGEMENT REVIEW AGENDA:

ASSOCIATED  RESPONSIBILITIES

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Cost of quality system

• Cost of quality system; e.g., staff time, consulting fees, equipment, staff training
• Projected costs for quality system development during, and until,   assessment and certification stage

Benefits of quality system

Identify benefits to date; e.g., production time saved, processes clearly understood and verified by users, authority and responsibility identified

Customer Satisfaction levels and Customer Complaints

• Identify method(s) for measuring customer satisfaction.  What constitutes customer satisfaction for IMH customers?  Where is this not happening?  How can we improve our service to customers? (Not only in response to customer complaints, but anticipating customer needs.  This is done as far as possible at the quotation and contract stages).

Measurement and Analysis Techniques

Identify trends which can be measured; e.g.,  nonconformity, Key Performance Indicators (KPIs) – measurements must be beneficial to the organisation and improve organisation’s performance