ISO 9001:2015 Clause 7.4 is titled "Communication." This clause outlines the requirements for organizations to establish effective communication processes within their quality management system (QMS) to ensure that information related to the QMS is conveyed both internally and externally.
Key points of Clause 7.4 include:
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Internal Communication: Organizations must establish processes for internal communication to ensure that relevant information regarding the QMS, quality objectives, policies, procedures, and performance is communicated to all levels and functions within the organization. This facilitates coordination, collaboration, and alignment of activities towards achieving quality objectives.
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External Communication: Organizations must also establish processes for communicating with external parties, such as customers, suppliers, regulatory authorities, and other relevant stakeholders. This includes providing information about products, services, quality requirements, complaints handling, and other relevant matters to ensure transparency and meet customer expectations.
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Timeliness and Accuracy: Communication processes should ensure that information is communicated in a timely manner and is accurate, clear, and understandable to the intended audience. This helps prevent misunderstandings, errors, and delays in decision-making and action.
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Documentation: Organizations may document their communication processes, including procedures, protocols, records, and channels used for internal and external communication. Documentation helps ensure consistency, traceability, and accountability in communication activities and provides evidence of compliance with ISO 9001 requirements.
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Continuous Improvement: Organizations should continually monitor and evaluate their communication processes to identify opportunities for improvement. This may involve soliciting feedback, conducting surveys, analyzing communication effectiveness, and implementing corrective actions to enhance communication efficiency and effectiveness over time.
Overall, ISO 9001:2015 Clause 7.4 emphasizes the importance of establishing clear, effective, and efficient communication processes to facilitate the achievement of quality objectives, meet customer requirements, and enhance organizational performance and customer satisfaction.