TABLE OF CONTENTS Good internal communication is increasingly seen as the essential lubricant for the smooth working of organizations across all areas of operation. This particularly applies to any programme designed to improve customer satisfaction. ISO 9001:2000 recognises the importance of internal communication and makes it a responsibility of senior management. In this chapter we will explain how internal communications can be effectively used to:
Gain employee buy-in to the customer satisfaction measurement process.
Identify the extent to which employees understand customers' requirements and their ability to satisfy customers.
Provide feedback to employees on the results of the survey as a precursor to taking effective action.
ISO 9001:2000 makes internal communication one of the responsibilities of top management. This is specified right at the beginning of the ' Management responsibility' section in clause 5.1, ' Management commitment'.
Top management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by
communicating to the organisation the importance of meeting customer as well as statutory and regulatory requirements.
This theme is developed in clause 5.5.2:
Top management shall appoint a member of management who, irrespective of other responsibilities, shall have responsibility and authority that includes
ensuring the promotion of awareness of customer requirements throughout the organisation.
According to clause 5.5.3:
Top management shall ensure that appropriate communication channels are established within the organisation and that communication takes place regarding the effectiveness of the quality management system.
