COMMUNICATION

Doc. Id No.
QSP-630-01
DATE

Revision
1
PAGE

Quality System
Procedure
QSP- 415-01 Communication
Revision No. :
Effective Date:

Page

COMMUNICATION

Doc. Id No.
QSP-630-01
DATE

Revision
1
PAGE

1.0 Purpose
The purpose of this procedure is an address internal communication among employee and
external parties of PT BORNEO MANDIRI INVESTMENT.
2.0 Scope
This procedure is responsive to element 4.1.5 Communication, of API Specification Q1 Ninth
Edition. It provides appropriate business processes that will ensure that the flow of information
across departments functions and is properly managed. It applies to:
a) PT BMI company announcement endorsed by Management
b) Communications between staff and management within the same department, function or
project team
c) Day-to-Day business communications and personal communications between staff
members of different departments, functions and project teams.
d) HR housekeeping announcements e.g. communications concerning employees terms
and conditions and staff appraisal communications.
e) External Communications- information targeted at and for audiences outside PT BMI
including government, local authorities, media, suppliers, business partners and general
public.
2.1 Fundamentals of Communications
This procedure is based on the requirement that communication across departments, functions
and project teams:
a) Is properly planned, prioritized and scheduled;
b) Carries message that consistently support the PT BMI business objectives
c) Is executed to a consistently high quality standards and
d) Is effective, producing the required results

Page

COMMUNICATION

Doc. Id No.
QSP-630-01
DATE

Revision
1
PAGE

2.2 The BMI Communication Network.

The formal flow of information follows the official chain of command.

U
p
w
ar
d

D
D
oo
w
w
nn
w
w
ar
ar
dd

2.2.1 Internal Communication

Horizontal
Figure 1: PT BORNEO MANDIRI INVESTMENT Internal Communication Flow
a)

Upward
Information flow from the lower levels of PT BORNEO MANDIRI INVESTMENT to the
upper levels: e.g. employee to supervisor, supervisor to department head and department
head to managing director.
Types of messages:
i.

Requests

ii.

Responses to request from high-level managers

iii.

Suggestions

iv.

Complaints

v.

Financial Information

Page

COMMUNICATION
b)

Doc. Id No.
QSP-630-01
DATE

Revision
1
PAGE

Downward
Downward Communication is a flow from Managing Director to Operation Manager,
Department Head or Manager, Supervisor and employee.
Types of messages:

c)

i.

Job instructions, job rationales, procedures and

ii.

Practices information, feedback, and

iii.

Indoctrination.

iv.

Policy Statements

v.

Memoranda

vi.

Handbooks

vii.

Letters

Horizontal
Horizontal Communication is a flow of messages across functional areas at a given level
of a department of PT BORNEO MANDIRI INVESTMENT (this permits employee at the
same level to communicate directly).
Type of messages:
i.

Facilitates problem solving

ii.

Info sharing across different work groups,

iii.

Task coordination between departments.

2.1.2 Internal Communication Channel

a)

Meeting

b)

Email

c)

Memo

d)

Letter

e)

Report (Internal Audit Report and Non-Conformance Report)

f)

Skype

Page

COMMUNICATION

Doc. Id No.
QSP-630-01
DATE

Revision
1
PAGE

Approaches of the internal communication are to motivate, discipline and educate the employees
of the set PT BORNEO MANDIRI INVESTMENT, in order for the recipient to clearly
understand the fundamentals of the PT BORNEO MANDIRI INVESTMENT and be ready to
discuss the arising issues presented in everyday communication.
2.2.2 Control of Internal Communication Process
i.

The top management is setting the tone for the entire PT BORNEO MANDIRI
INVESTMENT.

ii.

Each Manager (Department Head) are communicating with the lower level in PT
BORNEO MANDIRI INVESTMENT to get hard data (Quality Form), information and
process report of how the work is being carried out. This information has to be filtered
before presenting to the managers.

iii.

The Manager has to precise what kind of information is presented later to Operation
Manager and/or Managing Director.

iv.

Operation Manager and/or Managing Director are expecting short, concrete and insightful
report in which it is stated the progress review and/or approval.

v.

When approaching internal communication structure it is important that communication

style is led by a supervisor example. Supervisor communication directly impacts the
whole lower of level employee in PT BORNEO MANDIRI INVESTMENT.
Communication affects employees motivation level, and willingness to put an extra effort
for the PT BORNEO MANDIRI INVESTMENT product.

vi.

Information that is exchanged in the PT BORNEO MANDIRI INVESTMENT is

perceived as information received directly from the managerial level.

vii.

PT BORENEO MANDIR INVESTMENT employees received and understands the

information received directly from manager or supervisor.

viii.

Employee carried out the work according to the referral, information and notes from
management and record all data and information on Quality Form.

ix.

Pass the Quality Form directly to same authority give the referral, information and notes.

Page

COMMUNICATION

Doc. Id No.
QSP-630-01
DATE

Revision
1
PAGE

2.3 External Communication

External Communication is a process work related communication with people outside (customer
or supplier) the PT BORNEO MANDIRI INVESTMENT.
2.3.1 External Communication Channel
a)

Email

b)

Fax

c)

Telephone

d)

Business Conference / Meeting

e)
2.3.2 External Communication Process
i.

Customer and Supplier in regular communication with PT BORNEO MANDIRI

INVESTMENT.

ii.

Inquiries and other communications received (by mail, fax, and telephone).

iii.

Sales and Marketing handling communication with customer and Purchasing Department
handling communication with supplier and forwarder agent.

iv.

All inquiries and information must record and maintain on Communication Records

v.

Communications from external interested parties relating to the environmental aspects of

the organization and the requirements of the PT Borneo Mandiri Investment can be
received by a number of routes by email or phone call at any location.

vi.

All external communications relating to PT Borneo Mandiri Investment must be referred

to the Quality System Manual who is responsible for recording and responding to all such
external communications.

vii.

Details of the communication should be recorded, along with any action taken, in the
Communications Log. All enquiries must be responded to within one month.

Page

COMMUNICATION

Doc. Id No.
QSP-630-01
DATE

Revision
1
PAGE

Customers
Clients
Potential Customers
Suppliers, Vendors

Competitors
Other Businesses and
Industries

Competitors
Other Businesses and
Industries

PT
BORNEO
MANDIRI
INVESTM
ENT

Agents, Subsidiaries

Legislators
Government Offices
Regulators

Investors
Potential Stockholders

Figure 4: PT BORNEO MANDIRI INVESTMENT External Communication Flow

Page