Documented Procedures: Management Review Minutes

July 2019

The Quality Management Review meetings take place at least once a year and include all management personnel including the Managing Director. Recent audits, customer complaints, incidents of non-conformance, business risks and opportunities are all discussed, together with the corrective and preventative action plans. The agenda for the meeting takes the following format.

1. Outputs from previous meeting
   Assesses how previously raised issues have been acted upon.
2. Non-Conformance Summary
   Discusses any non-conformance reports together with corrective action and preventative actions. Measures the instances of non-conformance.
3. Concessions
   Details any concessions requested. Counts the instances of concessions requested.
4. Customer Complaints and Service Reports
   1. Customer Satisfaction Survey Summary
      Reviews and summarises the Customer Satisfaction Surveys. Analyses any possible improvements revealed by the surveys. (Surveys are conducted as face-to-face interviews on customer visits.)
   2. Review of feedback from other interested parties
      • Staff
      • Suppliers
      • Installers
      • BSI
   3. Technical Support Enquiries
      Discusses technical support requests and responses plus corrective and preventative actions.
   4. Customer Complaints
      Reviews any customer complaints together with corrective and preventative actions.
5. Review of Order Book
   Including any late deliveries and preventative action plans.
6. Training
   Training courses undertaken and identifying where training is needed.
7. Audit Reports
   Internal and external quality audit - discussion of any outstanding issues.
8. Review of Quality Policy and Quality Planning
   Any matters arising since last meeting.
   1. Scope
      Is the scope still appropriate to current operations?
   2. Objectives and Scores
      Targets and scores reviewed for late deliveries, complaints, concessions, non-conformance and service returns for part failures.
   3. Quality Policy Review
      Is it still suitable for current operations?
9. Current Performance and Improvement Opportunities
   Analysis of changing circumstances and opportunities including organizational knowledge.
10. Strategic Review
    Strengths, weaknesses, opportunities and threats for product lines, the infrastructure and statutory regulations.
11. Output from Management Review
    Summary of what needs to be done as a result of the meeting including allocating responsibilities and resources needed.
12. Any Other Business

As a result of the meeting, any changes in processes are implemented and the relevant documents updated. If risks are identified which need to be addressed before the meeting, such action is put into effect by the Quality Manager. The Quality Manager is responsible for monitoring the corrective or preventative action. The Quality Manager reports on the progress achieved and whether in her opinion the action has resolved the problem.

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