Clause 7.4 of ISO 9001:2015 refers to an organization’s communication requirements. It specifies the necessity of an effective communication system to ensure information relevant to the quality management system (QMS) flows appropriately, accurately, and timely.
It addresses the need for effective communication within an organization to ensure the successful implementation and operation of the QMS. This clause requires organizations to determine the necessary internal and external communications relevant to the QMS and to ensure that such communications are appropriately managed.
Critical Elements of Clause 7.4 Communication
- Determine Communication Needs: Organizations must identify what needs to be communicated, including the information that is critical for the QMS and its processes.
- Define Communication Channels: The organization should establish communication methods and channels, ensuring that they are appropriate for the intended audience and purpose.
- Identify Communicators: Determine who is responsible for communicating the information, ensuring that individuals understand their roles and responsibilities in the communication process.
- Establish Communication Timing: Define when communication should take place, considering the frequency and timing that is most effective for the organization’s needs.
- Internal Communication: Ensure that information related to the QMS is communicated within the organization, including to top management, employees, and relevant departments. This helps ensure everyone is informed and aligned with the QMS objectives and processes.
- External Communication: Manage communication with external parties such as customers, suppliers, regulatory bodies, and other stakeholders. This ensures that external parties are aware of the organization’s quality standards and requirements.
Practical Steps for Implementation of Clause 7.4 Communication
To comply with ISO 9001 Clause 7.4 Communication, organizations typically follow these steps:
- Identify Communication Needs: Determine the information that must be communicated internally and externally. This includes quality policies, objectives, procedures, process changes, performance metrics, and audit results.
- Define Communication Methods: Choose appropriate communication methods and channels. This can include meetings, emails, newsletters, bulletin boards, intranet, reports, and other relevant media.
- Assign Responsibility: Identify and assign individuals responsible for specific communication tasks. Ensure they understand their roles in effectively disseminating information.
- Establish Communication Timing: Define the frequency and timing for each type of communication. Regular updates, periodic reports, and ad-hoc communications should be scheduled and documented.
- Develop Communication Plans: Create formal communication plans that outline the type of information, audience, method, responsible person, and timing. Ensure these plans are integrated into the QMS.
- Monitor and Review: Review communication processes’ effectiveness regularly. Gather feedback from employees and stakeholders to identify areas for improvement and adjust communication plans as necessary.
Example of Clause 7.4 Communication Implementation
Advanced Manufacturing Solutions has developed a communication plan described below:
- Identify Communication Needs: Advanced Manufacturing Solutions identified key communication needs, including updates on quality objectives, performance metrics, procedural changes, and audit findings.
- Define Communication Methods: The company selected various communication methods such as weekly team meetings, monthly performance reports, internal newsletters, and an intranet portal for documentation access. During these sessions, the company discusses quality objectives, performance, customer feedback, and any non-conformities that need attention.Â
- Assign Responsibility: Specific roles were assigned for communication tasks. The Quality Manager was responsible for disseminating quality-related updates, while department heads were responsible for communicating procedural changes within their teams.
- Establish Communication Timing: The company established a schedule for regular communications. Weekly team meetings were set for every Monday, monthly performance reports were issued on the first of each month, and newsletters were distributed quarterly.
- Develop Communication Plans: Formal communication plans were developed, detailing the type of information to be communicated, the audience, methods, responsible persons, and timing. These plans were documented and integrated into the QMS.
- Monitor and Review: Feedback surveys and regular reviews monitored the effectiveness of communication processes. Based on feedback, adjustments were made to improve clarity and reach.
Advanced Manufacturing Solutions holds monthly meetings with all department heads and key employees. During these sessions, the company discusses quality objectives, performance, customer feedback, and any non-conformities that need attention. The management communicates changes to procedures or policies, ensuring everyone understands their role in maintaining the quality standards. Additionally, the company uses email alerts for urgent updates, and there’s a centralized document repository accessible to all employees for the latest quality documentation and procedures.
ISO 9001:2015 Clause 7.4 Communication
ISO 9001:2015 Clause 7.4 Communication emphasizes the importance of effective organizational communication to support the QMS. It sets out the requirements for a robust communication system that helps maintain a consistent understanding and adherence to the QMS throughout the organization.
Organizations can ensure that relevant information is effectively communicated internally and externally by determining communication needs, defining methods and channels, assigning responsibilities, and establishing timing. This helps maintain alignment with quality objectives, foster continuous improvement, and ensure stakeholder engagement.
