Purpose:
Section titled “Purpose:”The purpose of the quality management review procedure is to ensure the periodic review of the organization’s quality process’s effectiveness; review and discuss and remediate any impediments to quality service delivery.
Scope:
Section titled “Scope:”The scope applies to the members of the Management Review Team (referred to as Team) and describes the review procedure to be followed annually.
Responsibility:
Section titled “Responsibility:”The CI/QA Chairperson is responsible for directing and administering the operational steps of this procedure and maintaining the agenda and related documentation for management reviews. Each Team member is responsible for reporting on the rightful area of ownership and delivering their assigned outcomes.
Definitions:
Section titled “Definitions:”- CAPA - Corrective Action and Preventative Action plan is the process for capturing corrective and preventative actions due to a problem, an incident, or a customer complaint
- CST - Client Success Team responsible for managing client relationships and expectations
Procedure:
Section titled “Procedure:”- Schedule the Meeting
- CI/QA Chair schedules the meeting and creates the agenda
- The meeting is held in June and should be scheduled in January of the new year
- Repeat annually
- The reviews are chaired by the CI/QA Chair, are attended by the CEO, President, members of the Executive Leadership Team, and HR, Finance, and department heads representing the agenda topics
- Agenda (see attached)
- Follow-up actions from previous meeting: outstanding issues from the previous meeting need to be reviewed and determine the following:
- What is the reason(s) for the delay
- Is there a need to continue with the deliverable
- Process Performance:
- Documentation: CI/QA member will inform the team on progress being made on process development and improvements, list any non-conformities, provide results from any document audit
- Internal audits: Review results for any internal audit
- Client Audits: Review results from any client-scheduled audit
- Service Performance:
- Operations Performance update on conforming to process and procedure and key metrics
- Service Desk
- Projects and Professional Services
- Centralized Services
- IT Management
- Security Performance update on how we are conforming to process and procedure, key metrics for both internal and client-facing controls
- Relationship Performance update on how vCIO’s are following process and procedure to ensure healthy relationships and expectations are managed
- Operations Performance update on conforming to process and procedure and key metrics
- Vendor Performance:
- Provide a report on overall vendor performance including those providing excellent service and those who are not performing to our standards and require a formal review
- Corrective and Preventative Reports:
- Provide no more than 3 examples of internal CAPA’s that have been closed and notes of any noticed improvements
- Provide no more than 3 examples of client-facing CAPA’s that have been closed and notes of any noticed improvements
- Summarize any trends
- Customer Feedback and Complaints:
- Summarize customer feedback on customer service successes
- Provide no more 3 specific client complaints, if any, and corrective actions that are in process or need to go through the CAPA process
- System Uptime:
- Provide updates on system uptime and any needed improvements
- Provide updates on ITSM system uptime and any needed improvements
- Quality Policy Updates: discuss the current status of each of the company policies -
- Quality Manual
- Business Continuity Plan and Disaster Recovery Plan
- Business Plan
- Technical Plan
- InfoSec Policy
- Employee Handbook
- Finance Policy
- Recommendations for Improvements:
- Open discussion on ideas to improve the quality of centrexIT’s service delivery
- Capture any actions that need to be assigned and completed before the next review meeting, including the need to create a CAPA as an outcome of the review
- Open discussion on ideas to improve the quality of centrexIT’s service delivery
- Follow-up actions from previous meeting: outstanding issues from the previous meeting need to be reviewed and determine the following:
- Run of Meeting
- The CI/QA Chair, or designee will perform the following tasks:
- Start the meeting and ask for the recording to begin
- Review minutes from previous meeting, ask for any amendments
- The Team:
- Accepts minutes as read, or read with changes
- Will report and discuss all agenda topics
- Will make recommendations for improvements needed for the upcoming year that will be weighed and prioritized
- Quality Objectives: must
- Be consistent with the quality policy
- Be relevant and measurable for all functions of the organization
- Support the company’s goals and critical numbers
- Address any client complaint or concern
- Align with the 7-key quality management principles, (see attached) and
- All actions and recommendations for improvement must align with values, beliefs, and objectives of the organization
- The CI/QA Chair, or designee will perform the following tasks:
Effectiveness Criteria:
Section titled “Effectiveness Criteria:”- Quality Objectives must:
- Be consistent with the quality policy
- Be relevant and measurable for all functions of the organization
- Support the company’s goals and critical numbers
- Address any client complaint or concern
- Align with the 7-key quality management principles, and
- All actions and recommendations for improvement must align with values, beliefs, and objectives of the organization
- Records including agenda and meeting minutes will be stored in the appropriate SharePoint site.
References:
Section titled “References:”- This procedure loosely aligns with the management review requirements set forth by ISO9001:
Process References:
Section titled “Process References:”- Link to process map.
Note: Please add KB relationships to core process, process. SOPs or other WIs on the right.