TEMPLATE
Management Meetings
About this Template
This template includes a schedule and agenda for management meetings.
This template has been designed by Business Solutions Contact’s (BSC’s) service provider, Service Excellence Consulting Pty
Ltd. Service Excellence Consulting is a management consulting firm providing performance improvement services in the
recruitment and on-hire services sector in Australia and New Zealand. The principal focus is on assisting businesses to
prepare for certification in the RCSA Service Delivery Standard (RCSA SDS), AS/NZS 9001 Quality Management Systems and
AS/NZS 4801 Occupational Health and Safety standards
Please note that this is a template only and it is the responsibility of the user to adapt and modify the template to meet
specific legal and organisational needs. You may wish to add additional information or remove some sections to better suit
your purpose.
The content of this template is regularly revised and updated by the author, Service Excellence Consulting Pty Ltd. To ensure
the template is developed from the current version of this document, it is recommended that Members regularly consult the
MarketR section of the RCSA website at http://www.rcsa.com.au/MarketR.
You may obtain further assistance through the BSC at bsc@rcsa.com.au
You should insert specific information, or delete information not applicable, where prompted in red font prior to use.
DISCLAIMER AND COPYRIGHT
This template is provided as a guide only, without Service Excellence Consulting, Remaginet or RCSA assuming
responsibility at law or a duty of care.
Copyright © Service Excellence Consulting Pty Ltd
Companies paying the required fee or entitled to use this document as an RCSA Membership entitlement are free to
amend and/or reproduce all or part of this document in the context of developing work-based documentation specific to
the purchasing, or entitled RCSA Member, Company. In all other circumstances, no part of this document may be
amended, reproduced, passed on or transmitted in any form or by any means, electronic or mechanical, including
photocopying, recording or by any information storage or retrieval system, without the prior written permission of
Service Excellence Consulting Pty Ltd.
Version Drafted 02022010
MANAGEMENT MEETINGS
This template sets out a table of core business meetings and a standard agenda for a Management
Meeting. (System Review).
The RCSA SDS:2007 refers to these meetings as “system reviews”; AS/NZS 9001:2008 refers to these
as “management meetings”.
The table of core business meetings can be amended to reflect the management and operational
meetings conducted in your own business.
The agenda for the System Review meetings provides an outline of the topics and issues required
both by the RCSA Service Delivery Standard and AS/NZS 9001 Quality Management Systems
standards. The agenda is not mandatory – it simply indicates the purpose and nature of these
meetings.
[insert company name] Management Meetings
1
BUSINESS MEETINGS
The table below presents the core meeting considered essential to effective management of [insert
company name]. This is a minimum and any other meetings should be held as required with
appropriate inputs and outputs.
Meeting
Purpose
Who and
When
Inputs
Outcomes
Director
Meetings
Overall governance of the business
including strategic developments,
monitoring financial obligations and
regulatory compliance etc.
Quarterly

Agenda


Signed
minutes
reports and
submissions

Action
Requests
Review efficiency and effectiveness
of the service delivery management
system including complaints, risks,
customer feedback, audit findings
etc. Explore opportunities for
new/enhanced services.
Quarterly/ Six
monthly

Agenda


Signed
minutes
reports and
submissions

Action
Requests

Action
highlights
noting
attendees
and any
agreed
special
activities

Staff
performan
ce report
System
Reviews
(Management
Meetings)
All Directors
All Senior
Managers and
selected staff

registers

Current jobs,
sales and
activities

Planned
activities

Training notes

Previous
performance
reports

Position
descriptions
Refer below for agenda.
Operation
Meetings for
each team.
Staff
Performance
Reviews
Review current activities, plan future
activities and general information
updates:

Progress on sales and current
jobs, client or candidate issues,
progress against targets.

Plan activity for next 2 weeks –
staff availability, events etc.

Training topic – quick update on
a selected topic

General update on SOP changes,
market updates, issues etc.
Review staff performance and plan
future actions
[insert company name] Management Meetings
Weekly
All members
of each team
Annually
Staff member
and manager
2
SYSTEM REVIEW AGENDA
The overall performance and effectiveness of the service delivery management system of [insert
company name] is monitored regularly by all Senior Managers.
The review includes customer complaints, risks, customer feedback, audit findings etc. The objective
is to monitor system effectiveness and to identify and explore opportunities for new/enhanced
services and improved procedures.
Managers may elect to defer a meeting due to business related needs or absence of personnel,
however a meeting may not be deferred longer than 12 months after the previous meeting. Other
personnel may be requested to attend these meetings as required for the issues to be raised and
discussed. Where appropriate, the meeting may be combined with other management meetings
such as Director Meetings.
Each meeting shall have an agenda and be minuted. Any attachments or tabled documents are to be
compiled with the minutes.
The agenda of the meeting shall follow the guidelines listed below, but may be varied to
accommodate business issues as they arise.
1. List of those present at meeting
2. Previous Minutes, Special Items and Actions
3. Business Performance overall
 Progress against Business Plan
 Risk review
 Emerging market trends
4. Customer Management
 Complaints
 Feedback
5. Operations Management
 Service delivery effectiveness
 Potential for new services and/or improved procedures
6. Service Delivery/Quality Management
 Issues Management
 Audit Reports (internal and external audits)
7. Next Meeting
Actions from the discussions are minuted in a suitable format and circulated to attendees and to
those who are responsible for actions. These actions are followed up in the subsequent meetings
until they are completed to the satisfaction of the management team.
[insert company name] Management Meetings
3