This document summarizes quality management activities from 2009-2010 for an organization seeking to maintain ISO 9001 certification. It analyzes trends in customer complaints, service requests, scrap parts, supplier defects, and audit findings. While corrective actions have been implemented for specific issues, the organization could improve processes for avoiding problems by conducting capability studies, increasing expertise in technical areas, and reducing sources of defects like missing parts and poor prints. The external auditor also noted opportunities to clarify customer satisfaction monitoring and update the approved suppliers list. Overall, maintaining ISO certification requires demonstrating that quality systems address customer and standard requirements.

2. ISO 9001 : 2008
Management Review
September 2010

3. CUSTOMER COMPLAINTS
SEP 2005 - AUG 2010
0
5
10
15
20
25
30
35
40
Sep-05Dec-05M
ar-06Jun-06Sep-06Dec-06M
ar-07Jun-07Sep-07Dec-07M
ar-08Jun-08Sep-08Dec-08M
ar-09Jun-09Sep-09Dec-09M
ar-10Jun-10
No of Complaints
Moving Average over 12
Months

4. NON - CHARGEABLE REPAIR VISITS
2005 -2010
0
10
20
30
40
50
60
70
80
90
100
Aug-05
Oct-05
Dec-05
Feb-06
Apr-06
Jun-06
Aug-06
Oct-06
Dec-06
Feb-07
Apr-07
Jun-07
Aug-07
Oct-07
Dec-07
Feb-08
Apr-08
Jun-08
Aug-08
Oct-08
Dec-08
Feb-09
Apr-09
Jun-09
Aug-09
Oct-09
Dec-09
Feb-10
Apr-10
Jun-10
NOOFREQUESTS
All Customers
Moving Average Trend Over 12 Months

5. CUSTOMER COMPLAINTS SEP 2009 TO AUG 2010 (TOTAL134)
FUNCTION (47)
MISSING ITEMS
(40)
HANDLING (16)
LIGHTING (8)
DELIVERY (6)
APPEARANCE (6)
ELECTRICAL (4)
INSTALLERS (4)
NO COMPLAINT (2)
PACK (1)

6. SERVICE REQUESTS AUG 2009 TO JUL 2010 (TOTAL 226
VISITS)
MISSING/
INCORRECT ITEM
(42)
LIGHTING (35)
FUNCTION (32)
ELECTRICAL (17)
HANDLING
NO FAULT FOUND
POOR INSTALL
CLOCK
UNIT ALTERATION
SURVEY/ PHOTO
SHUTTER
BRANDING
BASE CABINET
SUPPLY PARTS
SLATWALL
APPEARANCE

7. Major Complaints & Site Visits 2009-2010
• Complaints
• Label M Glass Shelf Fit
• Barclays Displays Fragility
• Revlon Ferrari Israel - Gov
Electrics Assessment
• Coop Counters –
appearance and Installations
• Escada Appearance/ Image
• ITL Clocks
• Site Visits
• ITL Unit coming off wall
• 2 Spirits units collapsing
• Incorrect Coop unit installed

8. Scrap & Rework (Quality Related) 2005 -2010
0
1
2
3
4
5
6
7
8
9
10
Aug-05
Nov-05
Feb-06
May-06
Aug-06
Nov-06
Feb-07
May-07
Aug-07
Nov-07
Feb-08
May-08
Aug-08
Nov-08
Feb-09
May-09
Aug-09
Nov-09
Feb-10
May-10
Month
%Scrap&Rework
% Rejects (All Depts)
12 per. Mov. Avg. (% Rejects (All
Depts))

9. NO OF REJECT NOTES BY AREA
SEP 2009 TO AUG 2010
(606 RAISED)
SUPPLIER (162)
HANDLING (81)
TECHNICAL (76)
WOOD (69)
ASSEMBLY (53)
METAL (50)
MOULDING (26)
SCREEN (24)
PLASTIC LASER (24)
POWDERCOAT (18)
OTHERS (23)

10. QTY PARTS REJECTED
SEP 2009 TO AUG 2010 BY AREA
(TOTAL 88,535 PARTS)
SUPPLIER (45496)
TECHNICAL
(18808)
MOULDING (6400)
ASSEMBLY (3628)
WOOD (2814)
SCREEN (2519)
METAL (1924)
HANDLING (1694)
PLASTIC LASER
(1493)
OTHERS (3759)

11. SUPPLIER DEFECTS BY TYPE
SEP 2009 TO AUG 2010
(TOTAL 45496 ITEMS)
PRINTS (20476)
HARDWARE
(10001)
EXTRUSIONS
(4626)
PLASTIC SHEET
(2658)
GLASS (2108)
METAL (1841)
SUBCON
ELECTRICALS
TIMBER
PAINT
MISC
PACK

12. SUPPLIER DEFECTS SEP 2009 TO AUG 2010
(TOTAL 45496 PARTS)
SHOWCARD (7691
PRINTS)
ANIXTER (7000 H/WARE)
SERVICE GRAPHICS
(4800 PRINTS)
JAMES TOWNSEND
(4390 PRINTS)
CONDALE
(EXTRUSIONS)
WYNDHAM (GLASS)
PERSPEX DISTRIB
(PLASTICS)
VGL (PRINTS)
ALEXANDER (H/WARE)
QEF (H/WARE)
OTHERS

13. Corrective and Preventive Actions
• Mike Morgan Monthly Corrective Action Meetings
• Specific Corrective Actions (eg Revlon Israel Spec)
• No process capability studies being undertaken
• The nature of the operation limits a “zero defects” approach
• Limited individual knowledge (eg electrics, fire resistance)
• Expertise in “solving” problems, perhaps not so strong on
“avoiding” problems.
• How to progress (eg reducing print losses, or missing/
incorrect parts, marginal fits).

14. External and Internal Audits
• 8. General Observations and Opportunities for
Improvement (External Assessor)
• 1. Clarify the method of monitoring customer satisfaction and
amend the procedure as appropriate. Failure to address this
issue may result in a nonconformity at the next visit.
• 2. Update the list of approved suppliers in the designated time
frame. Also the company may benefit from including the
suppliers of tooling in the list of the approved suppliers.
• The company has implemented various improvement plans.
Well done to the team.

15. ISO 9001 : 2008 (Exact Wording)
8.2.1 Customer Satisfaction
• As one of the measurements of the performance of the quality
management system, the organization shall monitor
information relating to customer perception as to whether the
organization has met customer requirements. The methods for
obtaining and using this information shall be determined.
• NOTE Monitoring customer perception can include obtaining
input from sources such as customer satisfaction surveys,
customer data on delivered product quality, user opinion
surveys, lost business analysis, compliments, warranty claims
and dealer reports.

16. Previous Management Review Actions
• Customer Feedback process
• Electrical Training
• Management Review Meetings Frequency
• ISO 14001 Environmental Standard
• Approved Suppliers List
• Revlon Ferrari
• Update Company Structure

17. Continuing Accreditation – is the
ISO relevant to the Business/
Customer Needs?
Changes and Recommendations
Any Other Business