Micura Services Limited (MSL) held its Management Review Meeting on Monday, September 22, 2025, under the guidance of ISO consultant Mr. Bamidele. Top management reviewed the ISO 9001:2015 Quality Management System (QMS) inputs and outputs to ensure the system’s continued suitability, adequacy and effectivenes. In line with ISO guidelines, the meeting examined a broad range of topics from audit results and customer feedback to staff competence and regulatory changes. These reviews help the organization align its QMS with changing business needs and regulatory obligations.
The review began with an assessment of the organization’s context. Management discussed recent external and internal changes affecting MSL, for example, new market opportunities, regulatory updates, and internal resource shifts. These are exactly the “changes in external and internal issues relevant to the QMS” that ISO 9001:2015 requires companies to review. The team also examined changes in the needs and expectations of interested parties (customers, regulators, employees, etc.). For instance, any new compliance obligations or customer requirements were identified and added to the compliance register. In short, management ensured that MSL’s quality policy and objectives remain aligned with the evolving context, as recommended by ISO 9001 for top-level reviews.
Customer Complaints & Feedback
Customer feedback was a key focus. The meeting reviewed recent customer complaints and how quickly they were resolved. MSL maintains a strict target of resolving complaints within 48 hours of receipt, and updates its external communication platforms (website, social media and support lines) to keep customers informed. This swift response policy was reaffirmed at the meeting to maintain high customer satisfaction. (ISO 9001 emphasizes monitoring customer satisfaction and feedback as part of management review inputs). The team noted that our processes allow customers to easily file complaints online or in-person, and that follow-up communication is documented. By systematically analyzing feedback, management can identify trends and corrective actions.
Audit Outcomes and Nonconformities
The meeting then turned to audit results. MSL had recently completed both internal and external QMS audits, which covered the key ISO 9001:2015 clauses (processes for design, procurement, production, etc.). The audits found two non-conformities, both of which have already been addressed with corrective actions. Management reviewed these findings in detail by tracking the root causes, corrective steps and verification of their effectiveness. (As ISO 9001 specifies, audit results and non-conformities are essential inputs to the management review). The review confirmed that all corrective actions from the previous review had been closed out. It also highlighted any trends or recurring issues from audit records, ensuring continual improvement and preventing recurrence.
Internal Communication and Training
Next, MSL evaluated internal communication and staff competence. The meeting reaffirmed that all employees are regularly updated on QMS performance data and quality objectives. Staff awareness was raised through periodic meetings and an internal QMS memo. An evaluation form was also introduced so staff could give feedback on QMS practices and suggest improvements. This aligns with ISO 9001’s awareness requirement: employees must be aware of the QMS and their role in its effectiveness. Additionally, management reviewed training programs. In the past quarters MSL held several training sessions (both in-house and external) to ensure personnel met competency needs. (Clause 7.2 of ISO 9001 requires identifying necessary competencies and providing training). Records of training activities were presented, confirming that all critical process owners attended refresher courses, and new hires completed orientation on quality procedures. Any skill gaps identified were added to the training plan for next quarter.
Supplier Evaluation and Resources
The review also covered external providers. MSL maintains an approved supplier register, and management confirmed that all key vendors were evaluated for 2022, 2023 and 2024 as planned. Each supplier’s quality performance was reviewed, and criteria (such as delivery timeliness, defect rates, and ISO certification) were applied consistently. This practice follows ISO 9001:2015 clause 8.4, which mandates criteria for evaluating and monitoring supplier performance. The meeting noted that no major supplier issues were outstanding. In terms of resources, the adequacy of equipment, software and manpower was affirmed. Plans were made for any needed updates (e.g. replacing aged machinery) to ensure the QMS remains well-supported.
Employee Health Benefits (HMO & NSITF)
Employee welfare was another topic. The HMO (health maintenance organization) insurance package was reviewed to ensure coverage levels remained appropriate. HR reported that all staff remain enrolled and that premiums are paid up-to-date. The group also reviewed the company’s compliance with the Nigeria Social Insurance Trust Fund (NSITF). NSITF’s Employee Compensation Scheme is funded by employer contributions to cover work-related injury or illness. MSL confirmed that its NSITF contributions and benefit processes are in line with national regulations. No gaps were found, and employees’ eligibility for NSITF benefits was re-affirmed. In summary, the meeting ensured that all statutory benefit schemes (HMO, NSITF, etc.) are properly managed as part of MSL’s responsibilities.
Opportunities for Improvement and Next Steps
Finally, the meeting identified several opportunities for improvement. ISO 9001 requires that management reviews output decisions on continual improvement. MSL’s top management, alongside Mr. Bamidele, decided on concrete action items: updating certain QMS procedures, enhancing supplier monitoring reports, and scheduling new training sessions on customer communication. Minutes were documented, assigning responsibility and timelines for each action. The meeting closed with agreement to track these items and report on progress in the next review.
Customer Service Team Review
The customer service team’s performance was also evaluated. Management reviewed call-response times, feedback handling, and team training on quality policies. As ISO 9001 advises, customer-facing teams should be integrated into the QMS feedback loop. We noted that the team’s quick resolution of queries (meeting the 48-hour goal) has contributed to improved customer satisfaction metrics.
In conclusion, MSL’s ISO 9001:2015 QMS management review was thorough and forward-looking. By covering all required inputs (context changes, audit results, customer feedback, etc.) and defining outputs (action decisions and improvements), the company is fully complying with ISO 9001:2015 clause 9.3. The continuous involvement of Mr. Bamidele and the management team ensures the QMS remains dynamic. These detailed minutes and decisions are recorded and published on the company website as part of Micura Services Limited commitment to quality transparency.