Last Updated on September 25, 2025 by Melissa Lazaro

Stakeholder Communication Guide for ISO/IEC 17043:2023 Transition

Let’s say you’ve updated your quality manual. Your gap analysis is done. Your procedures are aligned with ISO/IEC 17043:2023. Great—so you’re ready for reassessment, right?

Not quite.

One of the most overlooked parts of a successful transition is communication. I’ve worked with labs and PT providers that did everything right internally, only to fall short during the transition because they failed to clearly communicate with staff, customers, and assessors.

The truth is, you can have the best systems in place—but if your stakeholders are confused, unaware, or misinformed, you risk damaging trust and disrupting your operations.

This guide will walk you through a proven communication strategy so you can confidently manage your transition and keep every audience informed at every step.

Why Communication Is Critical During the Transition

The 2023 update to ISO/IEC 17043 is more than just a change in format. It introduces:

• A new clause structure under Annex SL
• Greater emphasis on impartiality and risk-based thinking
• Stronger leadership responsibilities

These updates affect internal operations, customer-facing processes, and your interactions with assessors and regulators.

Clear communication ensures:

• Everyone knows what’s changing and why
• No surprises during audits
• Customers remain confident in your service quality

A strong communication plan avoids misunderstandings and shows that your organization is proactive, professional, and aligned with the standard’s intent.

Step 1: Identify All Stakeholders Affected by the Transition

Start by listing who needs to know about your transition, and what their relationship is to your PT scheme or QMS.

Internal Stakeholders:

• Laboratory/technical staff
• Quality assurance team
• Management and leadership
• Administrative personnel

External Stakeholders:

• Scheme participants/customers
• Accreditation bodies (ABs)
• Regulatory authorities (if applicable)
• Subcontractors and vendors

Once identified, consider what each group cares about.

For example:

• Customers want to know that scheme timelines, formats, and reports won’t change unexpectedly.
• Accreditation bodies want evidence of structured planning, risk management, and system-wide alignment.
• Staff need clarity on what tasks are impacted and how their responsibilities may shift.

Step 2: Define Key Messages for Each Group

Don’t take a one-size-fits-all approach. Each group needs targeted messaging that addresses what they value.

Internal Team:

• “Here’s what’s changing in our system and how it affects your role.”
• “We’re introducing new controls for impartiality and risk. Training will be scheduled.”
• “The internal audit checklist and document references will be updated this quarter.”

Participants/Customers:

• “We’re transitioning to the updated ISO/IEC 17043:2023 standard. Your scheme results and timelines will remain consistent.”
• “Some of our internal quality controls are improving behind the scenes—but our reporting process will remain unchanged.”

Accreditation Body:

• “We’ve completed our clause-by-clause gap analysis, updated documentation, and scheduled internal audits. Transition will be complete by [date].”

Consistency in tone and clarity helps reinforce your credibility throughout the transition.

Step 3: Choose the Right Communication Channels

Each stakeholder group has its own preferred way of receiving information. Choose wisely based on formality, accessibility, and impact.

Examples:

• Internal Teams: Team meetings, internal memos, intranet bulletins, email briefings
• Customers: Email announcements, newsletter updates, website notices, optional Q&A webinars
• ABs: Formal letters or documentation packets (e.g., transition plan, gap analysis summary)

Make sure the delivery matches the level of impact. A quick verbal update might be fine for a small internal change, but major system updates should be documented and shared widely.

Step 4: Timing and Frequency of Communication

Too much communication too early leads to confusion. Too little, too late leads to chaos. The sweet spot? Phase it.

Suggested Timeline:

1. Initial Notice (2–3 months in advance):
   • Inform all stakeholders that a transition is underway
   • Clarify that service continuity will be maintained
2. Midpoint Update:
   • Share training dates, documentation changes, or customer-relevant process improvements
   • Provide opportunities for questions or clarification
3. Final Transition Notification:
   • Confirm readiness
   • Provide documentation if required (e.g., updated scope, certificate updates)

Communicate more often with your internal team, but keep all groups regularly informed. Don’t wait for someone to ask—be proactive.

Step 5: Feedback, Follow-Up, and Two-Way Communication

Communication doesn’t stop once you’ve sent an email. You need systems in place for ongoing dialogue.

Suggestions:

• Create a dedicated transition email inbox
• Assign a contact person or liaison for questions
• Host live Q&A sessions with staff and/or clients
• Gather questions, track them, and publish answers internally or as FAQs

Example: One PT provider I worked with added a “Transition FAQ” to their website and included a link in every scheme-related email. It helped reduce email overload and showed transparency.

Pro Tips

• Pro Tip: Draft internal and external FAQ sheets using real questions that arise during training and implementation.
• Pro Tip: Avoid ISO jargon when speaking to external customers. Focus on benefits: clarity, trust, better quality assurance.
• Pro Tip: Designate a single communications lead who reviews all messages for consistency and tone.
• Pro Tip: Align communication touchpoints with transition milestones—e.g., link documentation updates with a team briefing.

Common Mistakes to Avoid

Mistake #1: Silence Until the Last Minute

Many organizations wait until an audit is scheduled or an issue arises. That’s reactive. Communicate early, even if you don’t have all the answers yet.

Mistake #2: Assuming Everyone Reads Everything

Just because you sent it doesn’t mean it was understood. Confirm that critical messages are received and acknowledged—especially by your team.

Mistake #3: Using the Same Message for All Audiences

Avoid copy-pasting. Staff, customers, and assessors need different levels of detail and tone. Customize messaging accordingly.

FAQs

Q: Do we need to tell customers about every QMS update?
No. Only communicate updates that affect scheme timelines, reporting, participation, or result interpretation. Keep technical documentation internal.

Q: How do we handle communication if we’re behind schedule?
Be transparent. Acknowledge the delay, explain why, and share an updated timeline. Trust is built through honesty, not perfection.

Q: Should we send documentation to accreditation bodies without being asked?
Not unless required. But if your AB provides a transition checklist or asks for specific records, be prompt and organized in your response.

Communication Is a Compliance Tool

Transitioning to ISO/IEC 17043:2023 isn’t just about procedures—it’s about people. When your staff understand what’s changing and your customers feel informed and reassured, you reduce resistance, build credibility, and strengthen your overall system.

The most successful PT providers I’ve worked with didn’t just change their documents—they told the story of their transition in a clear, honest, and structured way.

If you’d like a customizable stakeholder communication plan template, let me know—I can send over the version I’ve used with other transitioning organizations.

Want help mapping your messaging timeline? I’m happy to assist.