January 5, 2018
On the 11th day of Christmas my consultant gave to me 11 potential areas for identifying improvements:
- Customer feedback – what do they like? Can you do it even better?
- Audit results – both internal / external, any ‘opportunities for improvement’ identified?
- Customer complaints – nobody likes getting them, but can you prevent the same thing happening again?
- Discussions and actions from management meetings
- Achievement (or not!) of Objectives – what are you going to next / instead?
- Changes in legal or compliance or contractual obligations – are improvements required to meet these new / enhanced requirements?
- Changes in your market – what are your competitors doing?
- Changes in equipment / technology – can you do something better / quicker / easier than before?
- Changes in infrastructure – can you re-arrange your existing workplace to make things more efficient?
- What is going on around you? Are there changes in external context that you can take advantage of?
- What do your employees think? What ideas have they got?
On the 12th day of Christmas my consultant gave to me 12 agenda items for a management review: (actually 13, but I’m not sure if anybody is still reading and counting by this point!)
- Status of actions from previous Management Reviews?
- Any changes in strategic direction?
- Any changes in context? If there are, do they affect the management system?
- Any changes in risks and opportunities? Have any actions been effective?
- Performance and effectiveness of the management system
- Progress towards meeting objectives
- Non-conformities – any trends? Have effective actions been taken?
- Monitoring and measuring – what is being monitored and measured? What are the results?
- Internal and external audit results – any actions required?
- Suppliers – anybody on the naughty step? Anybody performing well?
- Are resources adequate?
- Any opportunities for Improvement?
- And the final, most important agenda item - does the management system continue to be suitable, adequate and effective?
If you have made it this far – well done and thank you!