ISO9001 success factor number three is communication, but what is the meaning of communication in ISO 9001?
If I surveyed your organization, and asked you this question: 'What do you think the number one problem or the number one frustration is in your organization across the board?' I can almost guarantee that you're going to at least mention the theme of communication.
What I've observed - and it makes me a little bit frustrated - is lots of organizations in the ISO 9001 quality management world have put way too much emphasis into the development of policies and procedures. I know many CEOs who that frustrated with their teams because, and I quote: "I put a policy in place and no one follows it".
Well, of course they don't. As humans, the vast majority of us are turned to effective communication methods to absorb our information, and one of the cool things about using video, is not only can I communicate to you verbally, but also through a variety of non-verbal communication methods like body language.
I can more effectively get my message across to you in this type of medium.
It's hard to write a document and convey the same level of emotion and/or enthusiasm. We're not professional writers, and we're not trained to be professional writers like the amazing bestselling authors that write beautiful novels. So, what we want to be thinking about is: 'What is our most effective way to communicate?', and not only that, more importantly we want to be thinking about our teams and our audience out in the business.
What is the most effective way to communicate to them directly, and how do they want to be communicated. You don't necessarily need to ask them, but you should observe. Watch what they do in their lunch break, watch the style of communication that they're consuming on their way to work or their way home from work, on their commute, and most importantly, get a feel for how best to communicate with them.
I can almost guarantee a vast majority of people consuming information now, they are using what? They're using a smartphone, and they're watching video, because humans like to consume eye contact, they like to hear vocal tones and inflection, they like colours and they like moving pictures. In acknowledgement of this, communication is one of the most critical success factors in your Quality Assurance System. Thinking about effective communication, assuring you don't go and write thousands of policies and procedures that go unnoticed; have a think about your audience.
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