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Title: How Communication and Control Processes Improve Quality
Authors: Saraiva, Margarida
Casa Novas, Jorge
Guerreiro Gomes, Patrícia
Editors: Peris-Ortiz, Marta
Álvarez-García, José
Rueda-Armengot, Carlos
Keywords: Communication
Control Processes
Issue Date: 2015
Publisher: Springer International Publishing
Citation: Margarida Saraiva, Jorge Casas Novas & Patrícia Guerreiro Gomes (2015), «How Communication and Control Processes Improve Quality», in Peris-Ortiz, Marta, Álvarez-García, José, Rueda-Armengot, Carlos (Ed.), Achieving Competitive Advantage through Quality Management, Springer International Publishing, Switzerland, Chapter 14, pp. 219-231. ISBN 978-3-319-17250-7 || ISBN 978-3-319-17251-4 (eBook) || DOI 10.1007/978-3-319-17251-4
Abstract: In order to achieve excellence, an organization should use two key instruments—quality and an effi cient 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 effi ciently and effectively pursued? For this purpose, data were collected through the administration of a questionnaire to the staff of a Portuguese public organization. The fi ndings 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.
ISBN: 978-3-319-17250-7 e 978-3-319-17251-4 (eBook)
Type: bookPart
Appears in Collections:CEFAGE - Publicações - Capítulos de Livros
GES - Publicações - Capítulos de Livros

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