How to Fulfill the Communication Requirement in a Quality Management System: Sample Communication Plan

Introduction:

Quality is a cornerstone of success for any organization. To ensure that our Quality Management System (QMS) functions effectively, it's crucial to establish seamless communication, both within and outside our organization. In this article, we will delve into the communication requirement in a QMS and, more importantly, provide you with a concrete example of a communication plan that meets these requirements.

Communication in a QMS: What Matters?

The communication requirement in a Quality Management System encompasses several key aspects that we need to consider. These key aspects include:

📌 What to Communicate

This is about sharing relevant information, such as quality policies governing our processes, quality objectives, audit results, instances of non-conformity, significant changes in our QMS, and other data related to quality.

Example: If we consider a food company, this might include communicating our commitment to food safety, our objectives for waste reduction, and the results of product quality inspections.

📅 When to Communicate

Communication should be timely and, in some cases, scheduled. For instance, quality policies and objectives are communicated at least once a year, while non-conformities are communicated as soon as they are identified and resolved.

Example: After an internal audit in a healthcare clinic, any identified non-conformities are communicated immediately to the quality team for resolution.

👥 Whom to Communicate to

Key stakeholders are those who need to receive relevant information. This includes our employees, managers, clients, suppliers, and regulators. It's crucial to identify the intended recipients of the information.

Example: A software company may communicate security updates to its clients through direct emails and posts on its website.

🌐 How to Communicate

Establishing effective methods, such as meetings, emails, reports, letters, and announcements on the intranet, is essential to ensure information is delivered efficiently to stakeholders.

Example: A manufacturer of electronic products may utilize a monthly meeting with production teams to communicate process improvements.

👤 Who Communicates

Assigning roles and responsibilities clearly is vital to ensure effective communication.

Example: In a manufacturing plant, the quality manager is responsible for communicating the results of internal audits to managers and relevant teams.

Example of Communication Plan for a QMS

Communication Objectives and Actions

Communication Objectives	Actions
Ensure effective and timely communication of QMS-related information.	Communicate quality policies and objectives.
Foster understanding and commitment to quality among employees and stakeholders.	Report audit results and non-conformities.
Keep stakeholders informed of progress, changes, and improvements in the QMS.	Communicate changes in the QMS and achievements.
	Facilitate training and awareness in quality matters.

What to Communicate

Content	Example
Quality policies and objectives.	A construction company communicates new workplace safety goals.
Audit results and non-conformities.	After a safety audit, communication includes the resolution of non-conformities.
Changes in the QMS and achievements.	Communication is made regarding the implementation of improved procedures.
Training and awareness in quality matters.	Mandatory safety training is conducted.

When to Communicate

Key Moments	Example
After audits	After an internal audit, communication is made about identified non-conformities.
Resolution of non-conformities	Upon correction and resolution of non-conformities.
Changes in the QMS	Before changes take effect.
	According to training schedules.

Whom to Communicate

Stakeholders	Example
Employees, managers, quality teams.	Communicate to employees and production teams.
Customers, suppliers, regulators.	Inform customers about satisfaction survey results.

How to Communicate

Communication Methods	Example
Meetings, email, reports.	Utilize monthly meetings with teams.
Letters, intranet announcements.	Publish quarterly quality reports.

Who Communicates

Responsibilities	Example
Quality Department, team leaders.	The Quality Manager communicates changes in food safety policies.