ISO 9001 quality management standard requires you to designate a “Management Representative”. (At least in the current version – ISO9001:2008. There are some changes in the 2015 draft) The standard is pretty clear about who this should be – someone from management!
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(and not the receptionist or bookkeeper (!!) as we occasionally see.) While often a part of the role, being the contact person for the auditor is not the primary function. Management Representative is really a cross-functional role involving project management, administrative, and business development tasks. The ISO 9001:2008 standard allocates three duties:. ensure Quality Management System processes are “established, implemented and maintained”,. report to “top management” on the QMS performance and where improvements are needed,. ensure that everyone in the organisation is aware of customer requirements.
The Management Representative is the key co-ordinator for the development of the quality system and, once the system has been certified, assumes responsibility for on-going system maintenance and effectiveness of operation. Rather than developing the QMS themselves, the management representative acts as a project manager for the ISO 9001 certification ‘project’. Ongoing duties include reporting on how well the QMS is working and where it is not. The kinds of information to be reported will include things listed under Management Review (e.g. Audit findings, customer feedback, suppliers, data establishing process trends = ‘KPI’s).
The actual data collection and analysis may well be done by someone else, e.g. The process owner. The third duty is about making sure that the focus of the organisation remains on the customer. This can mean training, induction for new hires, updating policies, sharing customer feedback, etc Note that this does not mean the Management Rep must DO all these things – they just have to make sure that it is happening.
These three duties are likely to be on top of other responsibilities. The draft of the 2015 version of the ISO 9001 standard completely removes any reference to a “Management Representative”. Instead, some duties are assigned directly to top management and others can be delegated (although Top Management is still held accountable).
There’s no change to the requirement to establish “authority and responsibility”. This is often acheived through responsibility statements within Job Descriptions. What statements might you see in a job description for a Management Representative? Here are some examples.
Ensure that company third party accreditations are obtained and maintained ( ISO 9001, AS 4801, ISO 14001). Ensure all company policies, procedures, and work instructions are documented in a clear, simple and concise manner. Assist in the preparation of tenders by providing management system related documents. Train all company personnel in the documented company policies. Identify relevant legislative requirements. Control and maintain the company audit and risk assessment schedule.
Conduct safety, quality and environmental system compliance audits. Ensure personnel have received appropriate training and are assessed as competent to perform tasks. Prepare and submit monthly management reports relating to company systems, compliance and incidents. Maintain the company library of compliance resources including standards. Let us know what your responsibilities are. Have you seen any crazy statements?
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Iso 9001 Management Representative![]()
. Why is it that the standard requires that the top management assign a management representative for the quality management system? Is it just so that the certification body has one name they can call if they need to? Or is it for customers to have a name to call if they have a complaint? Further, why does the management representative need to be a member of the management team? To better understand the answers to these questions, it is best to start with looking at the stated responsibilities of the management representative, sometimes called the management rep, in the ISO 9001 standard. Responsibilities of the management representative The standard is very clear that part of the responsibilities of top management is to appoint a member of management to take on the three responsibilities and authorities listed in the standard, and highlighted below (even if they have other job responsibilities in the company).
Along with the three responsibilities, there is an additional note that may lead to additional responsibilities as well. While this role is often taken on by the quality manager it is not a requirement that this is the case, any member of management can be assigned these responsibilities. The creators of the standard have good reasons for assigning these responsibilities to a member of management. Just as it is critical for the success of the QMS that management buy into the implementation of the system, it is equally critical that management also maintain control over the top-level monitoring and measurement of the system. Here are the three responsibilities (and one note) that the ISO 9001 standard sets out for the management representative.
For more information on additional responsibilities often taken on by the management rep please see QMS Process Maintenance. The standard asks that the management representative ensure that the QMS processes are established, implemented and maintained. This may involve review of internal audits, discussion with process owners, or even review of the processes in person to ensure they are properly maintained. If this were not the responsibility of the management rep, then it would be a responsibility distributed among the process owners, and when this happens no one really has the responsibility at all. By having a focal point for the overall processes, the management rep can not only ensure that each process is functioning, but that the interaction of the processes is maintained. By doing this, the interactions can then start to be optimized, because it is not always the case that optimization in one process is the best thing for the overall system.
Reporting on QMS performance. The management representative has a second responsibility to report to top management on how well, or poorly, the QMS is performing. Identifying any needs for improvement to top management is also part of this responsibility. As has already been said, top management needs to be fully supportive of the ISO 9001 quality management system implementation if it is going to provide true benefit to the company.
In order for this to function, there needs to be a point of focus for top management to use when reviewing the resource needs of the QMS, and how best to support the improvement needed. Being the voice of the QMS for top management can be the critical factor in a QMS providing return on investment for the company, or not. The management rep will gather this sort of information from the monitoring and measurement activities in the company (see ) and when the company uses a management review meeting this is the sort of information that is presented, see. Promote customer requirements. The last responsibility is to ensure that people are aware of customer requirements throughout the organization. Since one of the main thrusts of an ISO 9001 quality management system is customer satisfaction, it is vital that all employees understand what the customer needs, and how they are able to affect how well the company satisfies these needs.
Customer focus is one of the main, and as such needs to have an advocate in the company. By being the “voice of the customer” in the organization, the quality management representative can make great strides in how satisfied customers are. If the company implemented a quality management system to improve customer satisfaction, it only makes sense that someone is responsible to promote the customer needs in the company, and the management rep is the leader of this initiative. External liaison. The additional note to paragraph 5.5.2 of the ISO 9001 standard states that the “responsibilities can include liaising with external parties on matters relating to the QMS.” This is where the quality management representative becomes the one name that the certification body can call, or the customer can contact with complaints. It is often these optional responsibilities that are seen as the main role of the management rep, but in fact these could be done by one of many other people without affecting the effectiveness and success of the QMS.
Utilize your quality management representative As I hope you can see, utilizing your quality management rep as the leader of the QMS is the best way to ensure the quality management system is effective, efficient and improves over time. In order for this to work well it is important to choose the best person for this job, just like any other management position in the company, because choosing the wrong person could mean that your QMS implementation is at best sub-optimal, and at worst a complete failure and waste of resources.
Click here for a free sample of.
Q: defines the responsibilities of the management representative (MR). To carry out these responsibilities, the MR needs certain defined authorities. What principle authorities should a MR posses to meet the responsibilities defined? I am a quality manager and I report to the project director, who reports to the CEO.
While auditing other directors in the organization, my boss (the project director), requested from me to discuss with him the audit results of other director’s’ audit findings since I am reporting to him. I pointed out that the MR Role is independent and it is not a part of the function of Quality Manager where I report to him. How can I make it clearer that I need independent authorities to perform the role of the MR? A: Section 5.5.2 Management Representative: defines the appointment and responsibilities of the management representative. He/she is appointed by top management. The implication is that top management can ask for reports on the MR’s responsibilities.
A summary of these are:. Ensure QMS process are established, implemented and maintained. Reporting to top management on performance of QMS and need for improvement. Ensure promotion of customer Requirements in the Org.
It is true that management representative responsibilities are not those of the quality manager. But, ISO 9001 does not define responsibilities of the quality manager. My suggestion is to go to the person who appointed you management representative and ask him if you should provide the information requested. Sandford Liebesman, Ph.D. Voting member of the U.S.
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Dear friends Is there are any sample template for Appointment letter of Management Representative posted in this forum? I have searched in this forum, but I could not able to find it. I would like to have a template as per ISO 9001:2008/ISO requirements.
Thanks in advance I have never seen a letter. Showing it on the org. Chart is what I usually see. For a larger organization, I would put it in a regular organizational announcement that usually HR sends out. No need to invent something new.
Iso 9001 Management System
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COMPANY XYZ Subject: Management Representative Appointment To whom it may concern: This letter is to serve as formal documentation of the appointment of, as Management Representative for Company XYZ’s Quality Management System (QMS). As Management Representative, irrespective of other duties, is responsible for ensuring that all company personnel are aware of the relevance and importance of their activities, and how they contribute to the achievement of Company XYZ’s quality objectives. Company XYZ President/CEO.
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