All About Management Reviews and the Continual Improvement Connection to Business Introduction - The Management Responsibility section

of the ISO 9001:2000 standard has completely changed the role of Top Management in guiding the Quality Management System. - Management Review is the vehicle by which the Management Team demonstrates their commitment to and support of the QMS. We will examine the effective application of Management Review. Topics of Discussion - Management - old prejudices/new role - The role of the Quality Manager in gaining management support - Organization of the Management Review Team - Role of the ISO Management Representative - Inputs to the Management Review - Outputs of the Review - Effective Management Review Minutes The Bum Rap - The widely accepted myths about management support - The attitude most quality professionals have regarding the role of management - To the average business executive, $$$$$money = commitment - The surprising reaction of managers to the Management Responsibility element of the new standard Choosing the Management Review Team - Managers and supervisors from all areas of the organization - Most top executives like to include one or two non-salaried workers, often on a revolving basis to give everyone a chance to experience the work of the committee - Quarterly reviews are popular with most companies, coinciding with quarterly financial reviews Role of the ISO Management Representative - Important liaison between the Management Review Team and the employees - Gathers all the appropriate data and presents it to the team - Ensures that the data is accurate, unbiased and easy to understand - The quality of the data presented determines the success and effectiveness of the team Inputs to the Management Review - Follow up actions from previous reviews - Results of Audits - Customer Feedback - Process Performance - Product Conformity - Status of Corrective and Preventive Actions - Changes that could affect the QMS - Recommendations for Improvement Follow Up Actions from Previous Management Reviews - Minutes of last meeting lists Action Items

- Did we do it? How did it work out? - If we didn't do it, why not? - If we say we're going to take action, we must do what we say we're going to do. - Revised Action Plan? - Auditors should treat a deficiency the same as an open audit or an overdue Corrective Action Results of Audits - All audits are reviewed - Supplier Audits we perform at vendor locations - Customer Audits of our system - Third Party Registrar Audits - Internal Process and Product Audits - Was the audit effective? - Are there open Audit Corrective Actions? - What\'s the plan for completion and closure? The Management Review Team May Request an Audit - Based upon the data presented at the review, audits are requested for the following reasons: - Raw Material Rejections - internal Waste Increase - Customer Feedback - Efficiency Decrease - Procedural Noncompliance - Management Changes Customer Feedback - Customer Complaints - Correction of isolated incidents - Corrective Action of recurring problems - Customer Praise - Must be communicated to all employees - Reinforce excellent behavior - Customer Perception - Review measurement - Surveys, one-on-one interviews Process Performance - The organization should be performing regular process audits - Corrective and Preventive Action may trigger proposed changes to processes - The Management Review Team must carefully consider all proposed changes - Action items may include research concerning the impact of changes - When a process changes, employees must be trained in the new process Product Conformity - Review production and inspection records - Rework, Concessions, Scrap - Error Data - Down Time - Run Charts, Pareto, SPC presentations - Action items may include provision of resources, such as:

- New Equipment or Tooling - Repairs to Existing Equipment - Training Status of Corrective and Preventive Action - The Management Review Team should follow the progress of every Corrective and Preventive Action through to closure - Are they resolved in a timely manner? - Do they create Continual Improvement? - All inputs of the Management Review interconnect - action items tie the review together - All action items must be assigned to an individual or to a team Changes that Could Affect the QMS - There are many factors that could affect the Quality Management System: - A change in the products being manufactured - Changes in government or industry regulations - Management changes - Increases or decreases in the size of the business - Specific changes in customer requirements - The team must carefully consider the consequences of major changes upon the QMS Recommendations for Improvement - The summary of all the work that has taken place during the Management Review - Review employee suggestions for improvement - The goal of the management Review Team is to make intelligent and informed decisions based upon statistical data Management Review Minutes - The "evidence" that Top Management is committed and fulfills management responsibilities as outlined in standard - How is this company being run? - Who leads the implementation of the QMS? - Are the leaders using production data as a natural tool to drive continual improvement of their product and processes? Format for Management Review Minutes - The structure should follow the inputs to the review with subsections that detail the charts and reports customarily reviewed - The report format is our agenda - Simplicity! - "Any fool can be complicated." - Woody Guthrie - Our goal is not to impress people with our knowledge but to help average workers to continually improve their companies Organizing the Report - Sample outline for a typical Management Review Team Record - Format can be used as an agenda with a scribe taking notes on the printed format during the meeting - Easy to enter the notes into electronic format immediately following the meeting - Consistent report - easy to compare the history of the team's work and follow their progress from one cycle to the next

Benefits of Management Review Thanks to the improvements in the ISO 9001:2000 standard, the Top Management of the organization can now assume the true leadership of the Quality Management System. The standard teaches our corporate leaders how to use systems data to lead the organization intelligently and includes them in the Quality Management System. Benefits of Management Review The missing link has been connected so that we can actually use ISO as an effective business model. With Top Management taking their places as the rightful leaders of the Quality Management System, the full impact of the ISO standards can finally be realized.