Management Review 5.6.3 b) Improvement of product related to customer requirements

[GARY MOORE - 2009]

Can anyone explain the meaning of 5.6.3 b) improvement
of product related to customer requirements?

I am having problems with the control of outsourced processes
in 4.1, is this dealing with further processes to product or
outsourcing processes.

Thanks for the help!! Color me crazy

 

[RoxaneB]

Hi, Gary...and welcome to the Forum!

I read 5.6.3 c) to refer to action items generated from Customer feedback pertaining to product requirements.

Example 1: During Management Review, as is required by 5.6.2 b), you review Customer feedback. The trend obviously points towards the bulk of your Customers desiring the widget you manufacture to be painted hot pink instead of the neon blue. The Action Item generated out of Management is to implement the process for the manufacture of hot pink widgets or investigate the feasibility of hot pink paint. An improvement to the product? One could argue yes, as it was a necessary change to meet Customer requirements.

Example 2: Your biggest Customers have mandated that your product meet certain internationally recognized standards in order for you to maintain your Approved Vendor status. If your product currently does not meet these standards, an Action Item generated out of Managment Review might be to initiate a programme that will ensure the standards are met - this could result in changes (i.e., improvements ensuring Customer requirements are met) to the product.

Of course, if I'm way off base, some one will correct me shortly.

 

[Jimmy]

Not off base at all! Admittedly my opinion is worth very little.

Don't forget that because ISO 9000:2000 is a normative reference, the definition of product applies:

3.4.2 Product - result of a process

Therefore it can also apply to "service"

Jimmy

 

[kspurling]

We use something called an EAR (Engineering Action Request). This is a tracked Access database that comes from ideas from customers, the mfg. floor, or any other forum. They are queried based on the type of request and then Engineering determined the feasibility and MFG. determines the manufacturability. Access makes a nice report and it is very effective because it stays open until it is closed. My Registrar loved it.

 

[s_warin]

Result of the management review

Hi Gary,

After discussing other things in management review, one of the most important thing is the requirements of the customer about the product. The organization has to find ways to satisfy the customer. One way is to check and recheck the requirements of the customer. Is the requirement changed? Is there the better quality of the product? Is it the better way in serving the customer? To do this is to satisfy the customer.

 

[M Greenaway]

s-warin

Is this a function of management review, or do we employ marketing personnel for this kind of stuff ?

 

[s_warin]

The management have to do.

Dear M,
It is the requirement in 5.6.3 Review output of the management review. The output of the management review shall include any decisions and actions related to....b) improvement of product related to customer requirements,. The Standard assigns the task to the management! This is a continual improvement clause. The marketer's work is another way in enhancement the satisfaction of the customer.

 

[energy]

Re: The management have to do.

s_warin said:

Dear M,
It is the requirement in 5.6.3 Review output of the management review. The output of the management review shall include any decisions and actions related to....b) improvement of product related to customer requirements,. The Standard assigns the task to the management! This is a continual improvement clause. The marketer's work is another way in enhancement the satisfaction of the customer.

In our company, the results of this section of management review will result in an assignment to our marketing group to refine their literature to address those areas most desired by the majority of customers. A large part of our input will come from website comments, postcards included with shipments and regular surveys. We will also have follow up service calls for product we install. These all are all funneled through Marketing as they are responsible for printed materials such as advertisements, sales flyers. They will do the leg work and management will do the analysis and provide action, as you say-"continuously".