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How Communication and Control Processes Improve Quality

In: Achieving Competitive Advantage through Quality Management

Author

Listed:
  • 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)

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.

Suggested Citation

  • Margarida Saraiva & Jorge Casas Novas & Patrícia Guerreiro Gomes, 2015. "How Communication and Control Processes Improve Quality," Springer Books, in: Marta Peris-Ortiz & José Álvarez-García & Carlos Rueda-Armengot (ed.), Achieving Competitive Advantage through Quality Management, edition 127, chapter 0, pages 219-231, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-17251-4_14
    DOI: 10.1007/978-3-319-17251-4_14
    as

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