ISO 9001 7.4 Communication

In ISO 9001 7.4 Communication focuses on ensuring that an organization establishes effective internal and external communication processes relevant to its quality management system (QMS). With a proper communication process implemented, organizations can improve operational efficiency, product/ service quality and overall customer experience and satisfaction.

Clause 7.4 Communication

For clause 7.4 communication is about planning and managing internal and external communication.

You must define these things:

· What needs to be communicated?

· When to communicate?

· Whom to communicate?

· How to communicate?

· Responsible for communication?

International Organization for Standardization. ISO 9001:2015 Quality Management Systems – Requirements:

7.4 Communication

The organization shall determine the internal and external communications relevant to the quality management system, including:

a) on what it will communicate;

b) when to communicate;

c) with whom to communicate;

d) how to communicate;

e) who communicates.

What needs to be communicated?

First things first, the organization should define what information must be shared to ensure the effectiveness of the QMS.

Some examples of this are:

1. Customer requirements and expectations

2. Changes in processes, procedures and regulations

3. Quality policy and objectives

4. Product or service quality issues

When to communicate?

So, when do we communicate? The timing of communication should be planned to ensure relevant parties receive information when needed.

Some examples of this are:

1. Having regular meetings, such as quality reviews and team briefings

2. Immediate communication of quality issues or any nonconformities

3. Periodic reporting on performance metrics, such as monthly or quarterly

Whom to communicate?

Confused on whom to communicate with? Well, the organization must define its audience first for communication. This includes both internal and external stakeholders.

Some examples of these are:

Internal: Employees, management, different departments

External: Customers, suppliers, regulatory bodies, certification agencies and contractors

How to communicate?

Curious on how to negotiate? The mode of communication should be appropriate to the audience and the type of information being conveyed. Communication methods include Verbal, Written, Digital and visual communication.

Some examples of these are:

1. Verbal: Meetings, training sessions and briefings

2. Written: Emails, reports, newsletters and work instructions

3. Digital: Company intrant, dashboard and cloud-based document sharing

4. Visual: Posters, infographics and videos

Responsible for communication?

Who is responsible for communication exactly? Well, the organization should assign responsibility for communication.

Examples are these specific roles may include:

1. Management team ensuring quality policies are communicated

2. Quality assurance team reporting nonconformities

3. Customer service team handling customer feedback

In conclusion, implementing clause 7.4 communication prevents misunderstandings and ensures alignment with quality objectives. It enhances collaboration among departments and stakeholders while ensuring compliance with regulatory and customer requirements. Ultimately is helps the organization in proactive problem solving and continuous improvement. In the next blog post we will be diving deeper into Clause 7.5 – Documented Information.

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