GB/T19001: 2016-7.4沟通

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“沟通什么”。

组织应确定需要沟通的内容。


对于内部和外部各方，这可能是不同的。例如：与组织的人员沟通质量管理体系的状态；与外部供方沟通采购订单的新条款和条件。

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What to communicate.
The organization should determine what needs to be communicated.

This may be different for both internal and external parties.

For example, communicating with organizational personnel on the status of the quality management system;

Communicate new terms and conditions of purchase orders with external suppliers.

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“何时沟通”。

组织应确定沟通的时机。


例如：组织应在向顾客作出提供产品和服务的承诺(如：提交标书、接受合同或订单及接受合同或订单的更改）之前与顾客沟通其对产品和服务的要求；

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When to communicate.
The organization should determine the timing of communication.

For example, organizations should communicate their requirements for products and services with customers before making commitments to provide them (such as submitting bids, accepting contracts or orders, and accepting changes to contracts or orders);

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“与谁沟通”。

组织应确定他们需要沟通的那些相关的内部和外部各方，以确保质量管理体系的有效运行。


例如：与组织内各层级的相关人员沟通；与有关的相关方(如客户、用于提供产品和服务的外部供方、或管理部门）沟通。

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Communicate with whom.
Organizations should identify the relevant internal and external parties they need to communicate with to ensure the effective operation of the quality management system.

For example, communicating with relevant personnel at all levels within the organization;

Communicate with relevant parties (such as customers, external suppliers used to provide products and services, or management departments).

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“如何沟通”。

不同的情况经常需要不同的沟通方法


。例如：与外部相关方可能需要通过报告、规范、发货清单或服务等级协议等进行正式的沟通；


内部沟通可能需要通过日常接触、部门例“如何沟通”。


不同的情况经常需要不同的沟通方法。


例如：与外部相关方可能需要通过报告、规范、发货清单或服务等级协议等进行正式的沟通；


内部沟通可能需要通过日常接触、部门例会、简介会、电子邮件或内部网络等进行；


内部沟通也可能需要通过书面报告、职位规范等正式的方法进行，取决于需要被沟通的信息的性质以及需要被沟通的问题的关键程度。


会、简介会、电子邮件或内部网络等进行；


内部沟通也可能需要通过书面报告、职位规范等正式的方法进行，取决于需要被沟通的信息的性质以及需要被沟通的问题的关键程度。

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How to communicate.
Different situations often require different communication methods.

For example, formal communication with external stakeholders may be required through reports, specifications, shipping lists, or service level agreements;

Internal communication may require daily contact, departmental meetings, briefing sessions, emails, or internal networks; Internal communication may also require formal methods such as written reports and job specifications, depending on the nature of the information to be communicated and the criticality of the issues to be communicated.

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“谁来沟通”。

组织也应确定谁来沟通。


这取决于沟通的性质和组织正在与谁沟通。


例如：最高管理者可能与组织的人员沟通；


采购过程负责人可能与外部供方沟通。