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Management Review agenda content in an Insurance company

V

virajs

#1
Dear friend

The company that i',m working with is an insurance company.

Can you please provide me with a template of the Management Review Agenda that i can work with..

Please note that we have set one agenda item as 'Process Performance and Service Conformity'. As at date, we dont even know what types of information that we must discuss and include in this section


Grateful for your help friends

Thanking you in advance

Regards

Viraj
 
T

TamTom

#2
Re: Management Review agenda

Have you already take a look in the Post attachment list? I run a query with the key word "review" and got various examples for management reviews. maybe you take a look.

Regarding the Point " Process Performance" - you normally take key indicators, if possible for each process one or two, and compare the actual values against the target.

Regards,

TamTom
 
M

manpreet

#3
Hi

As per ISO 9001:2008 (Clause 5.6.2) Agenda will be

1. Results of Audits (Internal & external both)
2. Customer feedback (including complaints)
3. Process performance & service conformity (Based on objectives you selected. Can be mktg process performance target vs objectives, No of insurance planned vs actual, per employee target etc & conformity are failures or deviations in processes where you are not able to met targets.)
4. Status of preventive & corrective actions (Based on non conformity)
5. Follow up action of previous management review (last pending points)
6. Changes that could affect the quality management system ( Opening a new service, branch or change in processes etc)
7. recomanded for improvements.
8. Improvemenst in QMS. (Change in targets, Quality policy etc)
9.resource requirements (Building requirement, man power etc)
10. Improvement of service related to customer requirement. (Taking customer requirement as input for improvement)

Dear all are just guidelines. you have to make your own agenda as per your company focus.

Regards
Manpreet
 
J

JaneB

#5
we have set one agenda item as 'Process Performance and Service Conformity'. As at date, we dont even know what types of information that we must discuss and include in this section
And therein lies a big warning: never set an agenda item with a name that no one understands! You'll have no idea what you should be talking about, and it will turn people off.

The language is a bit hard to understand, I know. So translate 'process conformance & service conformity' into something like this:
  1. How are we doing - ie, how are our processes performing?
  2. How are our products (and/or services) going?

Are they meeting customer requirements? Are we delivering them to our defined KPIs/targets/whatever metrics we set for our objectives? Are we doing OK, well, badly, etc.

Now, to answer those questions, you need to have some actual data, not 'gut feel'. And the data you collect and analyse should relate back to the objectives that were set.

So, supposing you had an objective to:

Increase customer satisfaction to an average of 8 or higher (out of 10) by the end of June, 09.

Then the Review wouls include looking at:
Are our processes performing as they need to, in order to get that customer satisfaction score? (eg, Perhaps the process of responding to customer queries with a quote is too slow).
And when the quote does go out, are the customers happy with the our insurance products? Are we increasing/losing market share?

Hope this helps.
 

harry

Super Moderator
#6
Please note that we have set one agenda item as 'Process Performance and Service Conformity'. As at date, we dont even know what types of information that we must discuss and include in this section
This happens often for organizations that just purchase an off the shelf template (or blindly following a consultant's guide). If you develop your own system, you should know exactly what each section means or requires.
 
#7
Hi

As per ISO 9001:2008 (Clause 5.6.2) Agenda will be

1. Results of Audits (Internal & external both)
2. Customer feedback (including complaints)
3. Process performance & service conformity (Based on objectives you selected. Can be mktg process performance target vs objectives, No of insurance planned vs actual, per employee target etc & conformity are failures or deviations in processes where you are not able to met targets.)
4. Status of preventive & corrective actions (Based on non conformity)
5. Follow up action of previous management review (last pending points)
6. Changes that could affect the quality management system ( Opening a new service, branch or change in processes etc)
7. recomanded for improvements.
8. Improvemenst in QMS. (Change in targets, Quality policy etc)
9.resource requirements (Building requirement, man power etc)
10. Improvement of service related to customer requirement. (Taking customer requirement as input for improvement)

Dear all are just guidelines. you have to make your own agenda as per your company focus.

Regards
Manpreet
Manpreet:

Guidelines come from the imbedded notes in each section of ISO 9001 etc. or ISO 9004! What you show in your post are 'requirements', as Jan says, the 'shalls'! You may refer to them as differently named topics (for your own organization) but you must cover these issues!
 
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