What is the significance of having a 'communication strategy' in a Quality Management System?

Having a communication strategy in a Quality Management System is fundamental because it ensures that relevant information is appropriately communicated across all levels of the organization. A well-defined communication strategy facilitates the effective exchange of information related to quality objectives, policies, processes, and performance across various departments and stakeholders. This proactive approach promotes transparency, encourages collaboration, and enhances understanding of quality-related issues, enabling employees to make informed decisions that align with the organization's quality goals.

In the context of ISO 9001, effective communication contributes to building a quality culture where all employees understand their roles and responsibilities in achieving quality outcomes. It also helps in aligning the organization's objectives with employee awareness, which is crucial for continual improvement and customer satisfaction.

In contrast, focusing solely on external communication with customers limits the scope of communication to just one part of the organization’s interaction, neglecting internal communication, which is equally important for successful quality management. Standardizing the language used in documentation is beneficial but does not encompass the full breadth of a communication strategy, which should address various modes of communication across all levels. Restricting information flow to management only undermines the principle of engaging all employees, as it could create barriers to information access and shared responsibility for quality management.