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5.5.3 Internal Communications
Top management must ensure that:
Þ Appropriate communication processes are established within the organization
Þ Communications take place regarding the effectiveness of QMS
Key Explanation Points and Tips:
ÞCommunications is a complex and difficult activity. Problems may arise due to incomplete, ambiguous or inaccurate information being transmitted; transmission to the wrong person, too late or at the wrong time; use of inappropriate or unreliable media, etc. Communication problems are probably the most common cause of QMS nonconformities. Tracking some of the more serious communication issues could serve as useful performance indicators to determine and improve communication process effectiveness.
ÞClause 4.1 control of processes- requires you to determine the sequence and interaction of QMS processes. Each process requires inputs to flow from one process and outputs to flow to another process. There is a continuous (communication) flow regarding tangible (materials and product) and intangible (information) inputs and outputs taking place within your organization.
ÞTop management must plan for internal and external communication methods and resources at the high level using the business planning process and deploy these methods though the information technology; logistic and HR processes.
ÞEach process owner must identify the methods of communication (computer; documents; telephone; meetings; directives, visual, etc,) used and determine whether these methods are appropriate - are they effective for the purpose intended? - (do they prevent non-conformities from arising due to the reasons mentioned above?). Process owners should provide feedback on communications effectiveness to the processes providing and controlling such resources, e.g. IT and top management (business planning).
ÞCommunication by the MR on the effectiveness of the QMS must not only take place at the top management level (see clause 5.5.2b, but also at appropriate levels within the organization. If everyone is responsible for quality, then all process owners as well as their personnel are entitled to receive periodic feedback on their areas of responsibility.
ÞSelected (non-confidential) operational performance data as well as QMS data (see clause 8) may be communicated through various means. The focus of this reporting must be on the effectiveness of the organization and the QMS in meeting customer and regulatory requirements.
ÞISO 9001 clauses that specify communication requirements include- 4.1.d; 5.1.a; 5.3.d; 5.5.1; 5.5.2.b; etc.
