Communication Procedures

January 2018

Customers | Employees | Suppliers | Regulatory Bodies | Contractors

Customer Communications

1. What?
   1. Pre-sales marketing: Advertising, Web Sites, Newsletters, Leaflets
   2. Initial customer enquiry
   3. Requirement review
   4. Quotation
   5. Customer feedback
2. When?
   1. Web site - continuously, advertising as necessary, newsletters monthly, leaflets when a new product or service is launched
   2. On initial customer enquiry
   3. When the customer requests a quotation
   4. When quotation is prepared
   5. On customer visits by sales staff, after customer support requests
3. With Whom?
   1. Potential and existing customers
   2. Potential and existing customers
   3. Potential and existing customers
   4. Potential and existing customers
   5. Existing customers
4. How?
   1. Marketing materials prepared by Marketing department
   2. E-mail, telephone, posting product literature
   3. By sales visit if necessary, e-mail or telephone
   4. E-mail
   5. Face to face meetings, e-mail, telephone call
5. By Whom?
   1. Marketing dept and Office
   2. Sales team
   3. Sales team
   4. Sales team or Office
   5. Sales and support

Employee Communications

1. What?
   1. Training Courses
   2. Changes in procedures
   3. Any other information
2. When?
   1. On starting with company and as necessary
   2. When approved by Management Review Meeting
   3. When needed
3. With Whom?
   1. Employees
4. How?
   1. Details are given in Work Instructions 8.1.
   2. Quality manager actions update to Works Instructions / Quality Manual as necessary, and informs employees of new procedures. Training given if necessary
   3. Verbally or in writing if necessary
5. By Whom?
   1. Appropriate Manager or Supervisor
   2. Quality manager
   3. Managing director or appropriate manager.

Supplier Communications

1. What?
   1. Assessment of Suppliers
   2. Purchasing
2. When?
   1. When first used and when considered necesssary by the Technical Director
   2. When needed
3. With Whom?
   1. Suppliers
4. How?
   1. Vendor survey report, quality assurance letter, questionnaire. Copies of these and full details are in Work Instructions 3.10. Once approved by Technical Director approved suppliers list updated by Quality Manager and circulated to all involved in purchasing.
   2. For full purchasing procedure see Work Instructions 3.10.
5. By Whom?
   1. Technical Director
   2. Office or Production

Regulatory Bodies

1. What?
   • Standards and statutory regulations
2. When?
   • As necessary
3. With Whom?
   • Regulatory Bodies
4. How?
   • Communications may be received from regulatory bodies, or the company may investigate new standards. Standards are then incorporated into the Quality Manual and Works Instructions.
5. By Whom?
   • Quality Manager or Technical Manager.

Contractor Communications

1. What?
   1. Enquiries about suitability for work
   2. Training
   3. Assessment
2. When?
   1. Before contract begins
   2. Before work begins
   3. During and after work finished
3. With Whom?
   1. Contractor
4. How?
   1. E-mail
   2. Training as detailed in Work Instructions 8.1.
   3. Inspection
5. By Whom?
   1. Sales department
   2. Sales department, Quality manager or other appropriate manager
   3. Sales department or other appropriate manager

(Clause 2015:7.4, 2015:8.2)

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