Management Review Questions - Determining Key Measures

[John Powell]

Hi,
First time poster...I'm working on my next management review presentation and am trying to make it more meaningful to top the company president sales and accounting. I have been putting these together for about 5 years and am always trying to make it better but most of the data I present just does not seem to have the impact I want it to have. We are not yet certified to the new ISO standard but are moving in that direction. I am now presenting Customer survey results, corrective action info, internal audit results, Customer returns, Nonconformance data. Should I start looking at dollars (cost of quality)? I know that's what the above list understand, they really aren't interested in how many corrective actions have occured,etc.

Am I making sense?
Basically I want Sales,accounting and the president to be able to relate to the data I present and want to do something to improve it.
Thanks, John

[ccochran]

John,

It sounds to me like you're on the right track. But...you didn't mention something that should be a powerful tool for your management review and your system in general: measurable objectives. Connect these objectives to your strategic direction and I guarantee you'll get top management's attention. ISO 9001:2000 refers to these as "quality objectives," but I would probably come up with a better name for them within my company (e.g., key measures, strategic metrics, etc.). If you haven't already selected measurable objectives, feel free to use the attached tool. It might help. Build your management review around a short, punchy list of strategic objectives and your efforts will be a success.

Good luck,
CC

~~~~~~~~~~~~~~~~~~~~~~~~~~~
Craig Cochran
Center for International Standards & Quality
Georgia Institute of Technology

[Claes Gefvenberg]

Originally Posted by John Powell

Am I making sense?
Basically I want Sales,accounting and the president to be able to relate to the data I present and want to do something to improve it.

Hi John, and welcome to the Cove Yes, you make perfect sense.

I would like to suggest a closer look at the following threads:

Management review
Management Review Metrics
Management Review: "Powerful Tool" (ISO 9004 5.6.3) or Redundant Piece of Paper?
Management Review in ISO 9001:2000

/Claes

[RCBeyette]

Originally Posted by John Powell

Hi,
First time poster...I'm working on my next management review presentation and am trying to make it more meaningful to top the company president sales and accounting. I have been putting these together for about 5 years and am always trying to make it better but most of the data I present just does not seem to have the impact I want it to have. We are not yet certified to the new ISO standard but are moving in that direction. I am now presenting Customer survey results, corrective action info, internal audit results, Customer returns, Nonconformance data. Should I start looking at dollars (cost of quality)? I know that's what the above list understand, they really aren't interested in how many corrective actions have occured,etc.

Am I making sense?
Basically I want Sales,accounting and the president to be able to relate to the data I present and want to do something to improve it.
Thanks, John

Welcome, John!

Yes, you're making sense! Scary, isn't it?

Can you clarify something for me? Is the audience at your Management Review strictly the President, along with people from Sales and Accounting? If so, no wonder there's a lack of interest!

Tailor your presentation for the audience...or in this case, perhaps a little tailoring of the audience is also in order. I didn't check your profile (silly me!) so I don't know what kind of organization you work for, but what about Engineering, Production, QA/QC staff? Is there a level of senior management that should be present - not just the Prez, but VP's/Snr Managers?

I present topics similar to what you mentioned (and what Craig mentioned, too) and usually my meetings spark at least one or two heated debates....along with some interesting Action Items to be followed-up.

Another idea, no knowing *how* you present the data is to look for trends. Showing the results of this year's Customer Surveys is great for a start, but how does this year's data compare to previous years? Are you improving? Worsening? (is that word?...haven't had my coffee yet) Remaining stagnant?

Lastly, think about what YOU want the outcome to be. You're controlling the meeting and the data you're presenting. What do you wish to gain from it? Structure your meeting and the presentation format to align with your intentions.

[John Powell]

Thanks for the input!
The attendees are Pres, VP, General manager, Sales, Accounting, Engineering Production and Quality. Occasionally I will invite other employees.
The company I work for is a Electronic component test house, we do most of our work for Aerospace and Defense so we have alot of customers but I would say there are 5 that give us most of our business.