Understanding The ISO/TS 16949:2002 Standard 

5.5.3 Internal Communications  

Top management shall ensure that: 

Appropriate communication processes are established within the organization

Communications take place regarding the effectiveness of QMS

Key Explanation Points and Tips: 

Þ      Communications 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.   

Þ      Clause 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.  

Þ      Communication and interaction between QMS processes takes place at all levels of the organization. Top management must plan for internal and external communication methods and resources at the high level using the business planning process and deploy these methods through the information technology; logistic and HR processes.   

Þ      At the operations level, each 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). 

Þ      The MR must communicate on QMS effectiveness not only to top management (see clause 5.5.2b, but also to 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.  

Þ      Selected (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. 

Þ      TS 16949 clauses that specify communication requirements include- 4.1.d; 5.1.a; 5.3.d; 5.5.1; 5.5.2.b; etc. 

Þ      The effective planning, operation and control of internal communication processes may be demonstrated through the performance indicators described in the first paragraph of this section above. Documentation of control methods could include technical manuals; training provided; signage; computer system; etc. 

Þ      The performance indicators for the business planning; HR process and QMS processes may be used to determine the effectiveness of planning and managing the organizational structure, responsibilities and authorities.