Model for Evaluating and Improving Internal Communication in an Organization According to the Principles of TQM
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In this article, we describe a model designed for evaluating internal
communication in an organization according to the principles established
for Total Quality Management. This model, which has been assigned the
name of "COMINT", has been developed from two models of recognized
prestige, the EFQM Excellence Model (for Total Quality Management) and
the SERVQUAL method for evaluating the quality of services. The criteria
and sub criteria of the enabler agents of the EFQM excellence model were
used to determine the different aspects that must be communicated
internally in an excellent organization, whereas the SERVQUAL model was
used as the evaluation methodology. The present article describes the
most relevant aspects of the development and use of this model in
relation to its implementation in a public organisation and the creation of
improvement measures that this organisation needs to put into practice
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