#211 The Power of Communicating Your Management System

A well implemented ISO Management System can improve efficiency, customer satisfaction and drive continual improvement for a business. On the flip side, a poorly implemented Management system will yield little to no results, so what makes the biggest difference between good and bad implementation? Communication is the key. If no one knows about your Management System, then how can it benefit the business as a whole? In this episode Ian Battersby discusses the importance of effective communication of your Management System, why it's vital to reap the full benefits of ISO Implementation and gives some examples of how you can communicate elements of your Management system to the wider business. You'll learn · Why do you need to communicate your management system? · What do you need to communicate? · Why is it important to communicate your Management system? · Different ways you can communicate your management system · How can you measure effective communication? Resources · Isologyhub · How can ISO Standards Support ESG Compliance Workshop In this episode, we talk about: [00:30] Episode Summary – Ian talks discusses elements of communicating a management system including, why you need to communicate and what needs to be communicated, the importance of doing so and how you can go about doing it. [02:45] Why do you need to communicate your Management System? In every ISO Standard, communication is a requirement. The levels and information specified will vary depending on the Standard, but the principles remain consistent. Ian cites ISO 9004 as providing further guidance to improve on what's initially required. In Clause 7.4 it states: "The effective communication of policies, strategy, relevant objectives is essential to the sustained success of an organisation." Going on to state that communication should be "Meaningful, timely and continual" and that there should be some form of feedback within it to be able to address changes in the organisation's context. So, it's not just a one time exercise. It also states that: "communication processes should be both vertical and horizontal and be tailored to the differing needs of its recipients, whether internal or external." So you also need to consider the external communication needs too. [04:35] Empowering through communication: ISO 9004 also talks about engaged, empowered and motivated people and their value as a key resource. These types of people help organisations to create and deliver value, so you should have processes in place for engaging those people, to gather feedback and drive continual improvement. [05:40] Where is Communication referenced in Standards?: Typically, communication is Clause 7.4 in most ISO Standards. Additionally there are elements of communication included in Clause 7.3. Awareness. The Awareness clause focuses on employees knowledge of the Management System, and is more focused on internal communications rather than with external interested parties. [06:25] What should be communicated internally? Under Clause 7.3 Awareness, it requires you to share: · Policies · Objectives · The consequences of non-conformance Other Standards may have additional communication requirements such as ISO 45001, which also highlights the need to share risks, hazards, incidents and the outcomes of investigations. [07:10] Clause 7.4 Communication – This clause is more about determining internal and external communications. This includes considerations for: · What communications are relevant? · When should they be communicated? · Who should they be communicated to? · Who should be the one to communicate this information? Some Standards may also include specifications for communicating legal requirements, such as ISO 14001 and ISO 45001. [08:20] Nuance in effective communication: One key element of communication is ensuring that it's understood and applied by the wider business. This doesn't mean that every employee should be able to parrot a specific policy within a business, but rather they should at least know where to find it and understand the implications for them. [09:40] A link between Communication and Leadership: Leadership plays a key role in communications, and ISO Standards specify that certain elements can't be delegated to another individual. Clause 5 Leadership specifically states: · They shall promote the use of the process approach and risk-based thinking, not delegating that promotion. · They should communicate to the importance of the management system and of conforming to that management system. · They should engage directly and support persons to contribute to the effectiveness of the system. · They should promote continual improvement. · They should support other ...