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

Abstract

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