In Part 2 of this series, Chris continues with the Foundation Phase of the setting up your ISO 9001 quality management system. What does “context mean in ISO 9001, why must the requirements of interested parties be defined, how should communication be addressed? These requirements of ISO 9001 are explained in detail.
The QMS really starts where the ISO 9001 General Requirements begin – in Clause 4, and that is where the efforts of phase one are focused. Start by defining the context of the organization. Define who the interested parties are. Build a table that lists their needs, expectations, and objectives. Prioritize them. And give them a power and interest rank.
|Interested Party||Need or
|Customers, distributors, resellers||Quality, price & delivery of goods and services||Keep Satisfied||Achieve revenue targets
Increase repeat orders
|Keep Satisfied||Grow profitability||Medium|
|Keep Informed||Increase job skills
|Recognition Bonus||Manage Closely||Increase Budget||High|
|External Providers||Mutual benefit continuity||Keep informed||
|Monitor||Increase community support||Low|
|Bankers||Meeting covenants||Keep informed||Increased credit lines||Low|
|Regulatory Bodies||Compliance||Monitor||Improved finding value||Low|
|Unions||Job Security||Keep satisfied||Increased productivity||Medium|
This may not be an exhaustive list, but it’s got you thinking!
Develop a communications plan addressing each interested party’s needs. Consider what part of the quality system should be communicated and when. There are many ways to accomplish this and we list an example chart below. Be creative and this of your own communication methods. Then practice the communication plan.
Note: meetings are a default communications method not listed here.
|Employees & Contractors||PS, MN||MN||PD||MN, RE|
|PS, PD||MN, PD||PR, PD||PR, PD||RE, PD|
|External Providers||CT, EP||EP||CT, EP||RE, EP||EP|
|The Local Community||IW, SM|
|Bankers||CT, AP||AP||CT, AP, FS|
|Partners||CT, SM||CT, PR||PR|
Add these requirements to your communication table – the arms and legs that will make it happen!
A special note regarding email, we are all slave to this medium of communication but records should be accessible so filing of emails should be considered to ensure there is information available to the company when you and your in-box are not around.
Once we understand who is interested in our quality management system and what their needs are, we can ensure our business processes in part 3 take these requirements into account.