Management Rep Responsibilities - Interpreting and Implementing ISO 9001 5.5.2c

C

Carl Exter

#1
Hey I did a search through the forums under management representative, but didn't seem to find what I was looking for. If anyone has seen a similar discussion and can point me in the right way I'd appreciate it.

What I'm wondering, is how people are interpreting and implementing ISO9001:2000 5.5.2c where it says that the MR will have responsibility and authority for "ensuring the promotion of awareness of customer requirements throughout the organization."

ISO9004 doesn't really seem to address this point directly. What do you think this means, or what would you expect to see if this was adequately implemented? Thanks!
 
Elsmar Forum Sponsor
D

David Mullins

#2
things like:

awareness training - package and proof of delivery.

customer requirements are included in processes parameters or measured product characteristics - this occurs at many stages of the overall process, from contract review through servicing. Basically looking that customer expectation matches the product.

policy states something (preferably measurable) about customer satisfaction

policy states something (preferably measurable) about customer requirements being met by ...........

etc.
 
J

Jimmy Olson

#3
Hi Carl,

We have this integrated into our policy and our objectives, both of which are posted all over the company. Our MR also covers the policy and objectives each month at an all employee meeting. I realize that some companies don't have meetings each month, but you could possibly look at posting the policy in places. Even though you might be the one to post it, your MR can still take the credit :rolleyes:

Hope this helps.
 
#4
Agreed

Hi Carl,

I agree with the replies so far, so I have nothing further to add there. I also agree with you that both ISO 9004 and indeed 9001 could have been clearer on this point.

It's a good thing that you brought the subject up, because from what I keep hearing around here, this clause is creating a lot of bewilderment.

/Claes
 
M

M Greenaway

#5
My thoughts on this are that this 'requirement' like many similar in the new standard are on the whole un-auditable if taken literally.

I dont think you need to be looking for what top management itself physically does to ensure this. But what it does show you is where the responsibility lies if you find in the organisation that the activity isnt being done.

Am I making any sense today ?
 
M

M Greenaway

#6
Jim

You could be right, lets hope we dont see our workplace inundated with those tacky posters and slogans however, eh.

But thinking in terms of the auditing of processes, if we were to audit the process of 'top management communication of the importance of meeting customer requirements' would we not look for the output of this process, and how effective it has been by simply asking people doing the actual work if they understand the importance of their tasks ?

If so then we dont need ask our MD what he has done for this requirement, but rather ask the staff for their understanding ?

Maybe ??
 
#7
Jim Wade said:

-----X------
We mustn't confuse what last century's version of this 'standard' allowed us to get away with (i.e. often no management involvement at all) with what the radically different new version now requires.

rgds Jim
Amen to that. For all it's worth, at least the responsibility is bolted firmly where it belongs.

/Claes
 
J

June Ang - 2005

#9
Why must know who is MR?

We just having our ISO 14001 & OHSAS 18001 system live audit on last few days.

During the interview section, the auditor has asked the same question to the 3 interviewees : Who is the MR?

As we never emphasis on MR but more on the Policy and Objectives & Targets, so 2 of them given the wrong answer which they thought is me (incharge for ISO 14001) or another gentlemen (incharge for OHSAS 18001), as we are the one who always went to site to do the training & site visit.

Although the auditor didn't give us any NC or observation on that, but he did mentioned that the staff should aware of who is MR.

Our question is that :
- Why must know who is MR?
- What are the effects to the system by knowing who is MR? How it help in improving the system?

Thanks.
 
M

M Greenaway

#10
It is a 'shall' to appoint an MR, and the auditor should establish that there is one (or some), he may do this by asking people who the MR is, but should bear in mind that he might be asking the wrong people.

Now if the MD didnt know it would suggest that an MR hadnt been appointed. As to why have an MR, well someone has to be responsible for those activities defined in the standard as an MR's responsibilities, and without conflict of interest.
 
Thread starter Similar threads Forum Replies Date
drgnrider Job descriptions (4.4.1): Management Rep, Document Author, Document Approver Miscellaneous Environmental Standards and EMS Related Discussions 13
K What liability does the QA Manager/Management Rep hold? (US FDA environment) Career and Occupation Discussions 4
K Daily activities of a Newbie ISO Management Rep/Lead Auditor ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
K Management Rep for CFR and ISO--global system 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
K Sample Questions for Auditing Management Rep , Internal Audit and Reg. Compliance Internal Auditing 7
S Appointing A Quality Inspector Or Lower Position Employee As Management Rep ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
P Can a VP be the Management Rep for all 10 Divisions ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
S Definition Management Representative - Can anyone define Management Rep. Sec-5.5.2 Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 15
F Management Representative - Is there a requirement for a substitute management rep? ISO 13485:2016 - Medical Device Quality Management Systems 2
C Quality Manager as part of Management - 13485 ISO 13485:2016 - Medical Device Quality Management Systems 9
D 4 M management Manufacturing and Related Processes 4
U Supply risk management Manufacturing and Related Processes 4
T Biological Evaluation (10993) & Risk Management ISO 14971 - Medical Device Risk Management 9
D Cybersecurity and Risk Management: Loss of confidentiality IEC 62304 - Medical Device Software Life Cycle Processes 4
A Purchasing Controls on Change Management of Literature/Labeling ISO 13485:2016 - Medical Device Quality Management Systems 3
normhowe "The Problem with Quality Management: Process orientation, controllability and zero-defect processes as modern myths" Book, Video, Blog and Web Site Reviews and Recommendations 2
C SharePoint Contract Management Software General Information Resources 0
John Broomfield Five ways to botch your supplier management program Misc. Quality Assurance and Business Systems Related Topics 7
S Risk Management Review ISO 14971 - Medical Device Risk Management 4
William55401 Distributed By Product - Best Practices for Configuration Management and Purchasing Controls ISO 13485:2016 - Medical Device Quality Management Systems 0
D Reports under change management | ISO 13485:2016 & ISO 9001:2015 ISO 13485:2016 - Medical Device Quality Management Systems 3
Le Chiffre Online training available for ISO/IEC 17021-1: Requirements for bodies providing audit and certification of management systems Training - Internal, External, Online and Distance Learning 3
S Risk Management and other Files ISO 14971 - Medical Device Risk Management 8
Sidney Vianna Release of ISO 10013:2021, Quality management systems – Guidance for documented information Other ISO and International Standards and European Regulations 0
G Management Review (integrated system) Management Review Meetings and related Processes 17
M Unique Quality Management System for 2 sites ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
M Management review check-list Management Review Meetings and related Processes 3
silentmonkey Overall Benefit/Risk Analysis - Risk Management VS Clinical Evaluation ISO 14971 - Medical Device Risk Management 3
M EMS change management ISO 14001:2015 Specific Discussions 2
Aymaneh Medical Device Cybersecurity Risk Management IEC 27001 - Information Security Management Systems (ISMS) 2
John Broomfield CIOB - Code of Quality Management Misc. Quality Assurance and Business Systems Related Topics 1
D Big companies suffer from quality management system? ISO 13485:2016 - Medical Device Quality Management Systems 1
lanley liao What shoud i do if our company top management has been changed. Oil and Gas Industry Standards and Regulations 8
Ajit Basrur Corporate management standards ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
A 21 CFR 820 - Risk Management - Looking for some guidance US Food and Drug Administration (FDA) 3
John Predmore Configuration Management as a process instead of a procedure AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 10
optomist1 Informational Training IMDS - Management of Product Chemical Regulatory Compliance RoHS, REACH, ELV, IMDS and Restricted Substances 2
Pau Calvo Quality Management process is mandatory in ISO9001? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
S Supplier Management ISO 13485: 2016- Which supplier needs to fill in a self assessment form? ISO 13485:2016 - Medical Device Quality Management Systems 6
J Audit Checklist for Integrated Management System for ISO 9001:2015, ISO 14001 & OHSAS18001 (IMS) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
Sravan Manchikanti Software Risk Management & probability of occurrence as per IEC 62304 IEC 62304 - Medical Device Software Life Cycle Processes 8
M Change management procedure when 7.3 is not applicable ISO 13485:2016 - Medical Device Quality Management Systems 5
S Management Review (9.3) - Management Review Minutes/Report ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 13
R How would you work without a quality management system? IATF 16949 - Automotive Quality Systems Standard 3
J ISO 13485 System 'soft start' - How to best reflect this in initial audits, management review minutes and other records? ISO 13485:2016 - Medical Device Quality Management Systems 3
P Conformity assessment based on a quality management system or production quality assurance EU Medical Device Regulations 3
M Management is about people? Human Factors and Ergonomics in Engineering 1
R Electrical contractor Project Quality Management Plan Quality Manager and Management Related Issues 1
S Quality management system (Well head installation & maintenance) Quality Management System (QMS) Manuals 5
G Copy of withdrawn ISO 9001:1994 Quality Management Standard ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2

Similar threads

Top Bottom