Ítem
Méndez Rodríguez, Empar
Casadesús Fa, Martí Giménez Leal, Gerusa |
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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 | |
http://hdl.handle.net/2072/292998 | |
eng | |
Universidad del País Vasco. Servicio de publicaciones | |
Tots els drets reservats | |
Qualitat total
Total quality management Control de qualitat Quality control |
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Model for Evaluating and Improving Internal Communication in an Organization According to the Principles of TQM | |
info:eu-repo/semantics/bookPart | |
Recercat |