INTEGRATED MANAGEMENT SYSTEM MANUAL
Contents COMMUNICATION & PARTICIPATION .......................................................................................................................... 4 1. 2. 3. 4. 5. 6.
INTRODUCTION & PURPOSE ............................................................................................................................................ 4 REFERENCES ................................................................................................................................................................ 4 TERMS & DEFINITIONS................................................................................................................................................... 4 APPLICATION & SCOPE................................................................................................................................................... 4 REQUIREMENTS ............................................................................................................................................................ 4 PROCESS ..................................................................................................................................................................... 4 6.1 Internal Communication .................................................................................................................................. 4 6.2 External Communication.................................................................................................................................. 5 6.3 Customer Communication ............................................................................................................................... 6 6.4 Verifying Effectiveness ..................................................................................................................................... 6 6.5 Suggestions & Feedback .................................................................................................................................. 6 6.6 Review .............................................................................................................................................................. 6 6.7 Forms & Records .............................................................................................................................................. 6
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INTEGRATED MANAGEMENT SYSTEM MANUAL
Communication & Participation 1.
Introduction & Purpose
The purpose of this procedure is to provide guidelines and instructions for communicating the effectiveness of the integrated management system, including quality, environmental and health and safety requirements, objectives, policies and achievements as well as product and process performance information.
2.
References
Standard
Title & Description
Clause
ISO 9001:2008
Quality management components
5.5.3
ISO 14001:2004
Environmental management components
4.4.3
OHSAS 18001:2007
Health and safety management components
4.4.3
3.
Terms & Definitions
Term
Definition
Communication
The process of transmitting ideas, thoughts, information, etc. between and among people within an organization and external parties.
4.
Application & Scope
Communications received from employees and all components of the public, including customers, media, environmental groups, local agencies and internal communications generated to external parties concerning Your Company’s integrated management system and the requirements of ISO 9001:2008, ISO 14001:2004 & OHSAS 18001:2007 standards.
5.
Requirements
Top Management is required to:
Maintain a record of formal environmental communications and the responses
Authorize and maintain a record of official correspondence relating to policy and related issues
Provide advice on content of communications to official correspondence relating to the QEH&S matters
The Management Representative is required to:
Communicate progress towards QEH&S objectives and targets
Report relevant site-based QEH&S performance information
Employees are required to:
Communicate issues affecting the company’s QEH&S policies
Communicate the performance of the QEH&S integrated management system to their Line Manager
6.
Process
6.1
Internal Communication
Where information for dissemination becomes available to the Line Manager, it is communicated to employees at the next available team briefing or meeting. Where employees have a particular requirement for improving their environmental awareness due to the nature of their activities, suitable workshops are organized. Internal communication occurs on an on-going basis and is achieved through various mechanisms that include, but are not limited to:
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INTEGRATED MANAGEMENT SYSTEM MANUAL
Team meetings and briefings
Training sessions
Display boards
Computer network/intranet/e-mail
Corrective and preventive actions
Internal memorandums/letters
Minutes of meetings
The corporate policies and objectives are documented in the integrated system manual
The corporate policies are internally communicated via display boards and training sessions
Integrated system procedures are controlled documents
Current versions of procedures are communicated to personnel via the controlled document distribution list
The integrated system procedures are communicated through internal training sessions
The Management Representative has the overall responsibility for ensuring that information and data about performance and the effectiveness of the integrated management system are reported to management. This includes the distribution of all applicable documents, reports and records to appropriate functions.
Performance of integrated management system is reported via audit reports
Audit reports are presented at management review meetings
6.2
External Communication
All formal QEH&S communications are authorized prior to release. Appropriate advice is sought on the content and dissemination of all formal external communications. Consideration is given to the attributes of the communication media. The use of paper for internal and external communications is minimized in favor of the use of electronic media and the worldwide web. All external communications regarding Your Company’s significant QEH&S aspects, policies, objectives and targets are forwarded to the Management Representative. External communications are categorized as the following from external stakeholders:
Emails
Telephone calls
Letters
Written requests for information
Questionnaires on environmental performance
Requests for responses to government documents/policies
In each case the following information is recorded and stored as a record:
Date of communication
Name of the person
Address (if relevant)
Contact details e.g. telephone number and email
Type of enquiry e.g. complaint
How the communication was received e.g. letter, email or phone call
And brief details of the response
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INTEGRATED MANAGEMENT SYSTEM MANUAL Responses to external communications are recorded if they are transmitted by email or letter. In each case the response is stored as a record. All external communication records are stored in accordance with the document and record control procedures.
6.3
Customer Communication
Your Company has determines and implements effective arrangements for communicating with customers in relation to product information, enquiries, contracts or order handling, including amendments, and customer feedback, including customer complaints. This process ensures adequate understanding of the needs and expectations of interested parties, and for translation into organizational requirements. This process includes the identification and review of relevant information to actively involve customers and other interested parties. Examples of relevant process information include but are not limited to:
Requirements of the customer or other interested parties
Market research, including sector and end-user data
Contract requirements
6.4
Verifying Effectiveness
The effectiveness of communication is evaluated on an on-going basis; through management reviews, employee surveys, audits and informal discussions [amend as necessary]. The effectiveness of the communication process is determined by:
Interviewing employees to determine awareness of policies, objectives and management system performance
Evaluating non-conformities to determine whether they are linked to poor internal communication
Evaluating the relevance and dates of displayed information
Examining the feedback mechanisms within the organization
Evaluating training and induction programmes within the organization
Viewing minutes of meetings containing items of internal communication
6.5
Suggestions & Feedback
Personnel at all levels are encouraged to report problems related to the integrated management system and to offer suggestions on how to improve performance. Employees may communicate these problems or suggestions to their supervisor through suggestion forms or corrective/preventative action requests
6.6
Review
The effectiveness of our communication process is assessed during review meetings. New communication strategies and processes are implemented where appropriate.
6.7
Forms & Records
All documentation and records that are generated by this process are managed in accordance with the document and data control and the control of records procedure. Ref.
Title & Description
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