5 Management Responsibility

5.5.3 Internal Communication

Top management shall ensure that appropriate communication processes are established
within the organization and that communication takes place regarding the effectiveness
of the quality management system.

ISO 9001 Training - Key Explanation Points and Tips:

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 root 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.
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.
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 though the information technology; logistic and HR processes.
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 shouldprovide feedback on
communications effectiveness to the processes providing and controlling such
resources, e.g. IT and top management (business planning).

Communication 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.
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.
ISO 9001 clauses that specify communication requirements include- 4.1.d; 5.1.a;
5.3.d; 5.5.1; 5.5.2.b; etc.