How Communication and Control Processes Improve Quality

Margarida Saraiva (), Jorge Casas Novas () and Patrícia Guerreiro Gomes ()
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Margarida Saraiva: University of Évora and BRU-UNIDE/ISCTE-IUL
Jorge Casas Novas: University of Évora and CEFAGE-UE
Patrícia Guerreiro Gomes: University of Évora

Chapter Chapter 14 in Achieving Competitive Advantage through Quality Management, 2015, pp 219-231 from Springer

Abstract: Abstract In order to achieve excellence, an organization should use two key instruments—quality and an efficient and effective communication process amongst all employees—so it can attain quality management. This chapter aims to examine whether organizational communication and quality are interrelated, in order to answer the following question: Is it necessary to improve communication within an organization so that quality management can be efficiently and effectively pursued? For this purpose, data were collected through the administration of a questionnaire to the staff of a Portuguese public organization. The findings showed that, in this organization, communication among employees of various sectors is satisfactory and that there is mutual help between them in order to improve the organizational performance.

Keywords: Quality Management; 12th Grade; Internal Communication; Organizational Communication; Academic Qualification (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-17251-4_14

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DOI: 10.1007/978-3-319-17251-4_14

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