Key Performance Indicators (KPIs) for Management Review process

[Juliasun]

Friends!
On the first regular audit by the Registrar of our ISO 9001:2000 certified system the auditor noticed that main performance indicators for anaslysis of our Management Review process were not defined properly.
These are our indicators we showed him: number of Planned actions; executed actions vs. planned, %; Actions executed on time, %; Revised issues.
Could you please advise which else performance indicators can we assess for our Management Review process.
Thank you in advance!

[Claes Gefvenberg]

Originally Posted by Juliasun

the auditor noticed that main performance indicators for anaslysis of our Management Review process were not defined properly.

Not properly defined... Ok,what clause did he nail it with?

/Claes

[Juliasun]

Originally Posted by Claes Gefvenberg

Not properly defined... Ok,what clause did he nail it with?

/Claes

I suppose that clause 8 of ISO 9001:2000 standard.

He noticed that we could not properly analysed the effectiveness of Management Review for future improvement using such Performance indicators.

[Rob Nix]

Maybe I'm confused. The standard speaks of measuring the effectiveness of the Quality Management System (QMS), and it also speaks of holding Management Reviews at planned intervals, but it never speaks of measuring the effectiveness of the Management Review.

A review is simply a review, "a retrospective critical evaluation". The purpose of the review is to go over how effective you have been in other areas of the QMS. The most it says about the review itself is that you look at the "status of management review action items" (ISO-9004 5.6.2), which it appears you are doing. I'd challenge them on that one.

[Claes Gefvenberg]

Originally Posted by Juliasun

I suppose that clause 8 of ISO 9001:2000 standard.

Yes... That is what I supposed too (Or more specifically clause 8.2.3), but the auditor must know, which is why I asked. Is he auditing acc. to the standard in question, or acc. to his personal opinion? If he cannot nail his finding to a certain clause, I'm inclined to believe that he is voicing an opinion rather than auditing.

Originally Posted by Juliasun

He noticed that we could not properly analysed the effectiveness of Management Review for future improvement using such Performance indicators.

Did he, now? If your MR produces output that helps the organization to improve (Fulfilling the requirements of clause 5.6.3) I would consider it to be on track, because that is what the MR is supposed to achieve. The question is: Are you happy with the MR output?

/Claes

Added later: Hullo Rob, I see that we are thinking along the same lines

[D.Scott]

Your auditor might be looking for indicators of:
Company established goals/objectives - performance data against these goals
Customer Satisfaction - CCRs, On-time Deliveries, etc.
Process performance - analysis of stated process goals, ie: scrap, cost of quality, PPM
Internal audits - results and actions

As Claes says, find out what clause and we may be able to better identify what he/she is looking for.

Dave

[M Greenaway]

This reminds me of our recent discussion on whether sales growth was a 'quality objective' and how this might be audited - and I think the majority group conclusion was that an auditor really could not raise non-compliances against the content or type of 'quality objective'.

Hence I do not know how your auditor could conclude that the KPI's were not defined properly - what does he mean by properly ?

[Helmut Jilling]

Originally Posted by M Greenaway

This reminds me of our recent discussion on whether sales growth was a 'quality objective' and how this might be audited - and I think the majority group conclusion was that an auditor really could not raise non-compliances against the content or type of 'quality objective'.

Hence I do not know how your auditor could conclude that the KPI's were not defined properly - what does he mean by properly ?

Your auditor should be evaluating whether your KPI tells YOU how your process is functioning. Also, who says there has to be a KPI for Management Review Process. That is only one acceptable method to evaluate effectiveness. Remember the tagline of one of our frquent poster (is it JSW05?) - not everything that can be counted should be counted...