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Model for Evaluating and Improving Internal Communication in an Organization According to the Principles of TQM

In this article, we describe a model designed for evaluating internalcommunication in an organization according to the principles establishedfor Total Quality Management. This model, which has been assigned thename of "COMINT", has been developed from two models of recognizedprestige, the EFQM Excellence Model (for Total Quality Management) andthe SERVQUAL method for evaluating the quality of services. The criteriaand sub criteria of the enabler agents of the EFQM excellence model wereused to determine the different aspects that must be communicatedinternally in an excellent organization, whereas the SERVQUAL model wasused as the evaluation methodology. The present article describes themost relevant aspects of the development and use of this model inrelation to its implementation in a public organisation and the creation ofimprovement measures that this organisation needs to put into practice

Universidad del País Vasco. Servicio de publicaciones

Author: Méndez Rodríguez, Empar
Casadesús Fa, Martí
Giménez Leal, Gerusa
Abstract: In this article, we describe a model designed for evaluating internalcommunication in an organization according to the principles establishedfor Total Quality Management. This model, which has been assigned thename of "COMINT", has been developed from two models of recognizedprestige, the EFQM Excellence Model (for Total Quality Management) andthe SERVQUAL method for evaluating the quality of services. The criteriaand sub criteria of the enabler agents of the EFQM excellence model wereused to determine the different aspects that must be communicatedinternally in an excellent organization, whereas the SERVQUAL model wasused as the evaluation methodology. The present article describes themost relevant aspects of the development and use of this model inrelation to its implementation in a public organisation and the creation ofimprovement measures that this organisation needs to put into practice
Document access: http://hdl.handle.net/2072/292998
Language: eng
Publisher: Universidad del País Vasco. Servicio de publicaciones
Rights: Tots els drets reservats
Subject: Qualitat total
Total quality management
Control de qualitat
Quality control
Title: Model for Evaluating and Improving Internal Communication in an Organization According to the Principles of TQM
Type: info:eu-repo/semantics/bookPart
Repository: Recercat

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