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Saraiva, M., Novas, J. C. & Gomes, P. G. (2015). How communication and control processes improve quality. In Marta Peris-Ortiz, José Álvarez-García, Carlos Rueda-Armengot (Ed.), Achieving competitive advantage through quality management. (pp. 219-231). Cham: Springer International Publishing.

M. M. Saraiva et al.,  "How communication and control processes improve quality", in Achieving competitive advantage through quality management, Marta Peris-Ortiz, José Álvarez-García, Carlos Rueda-Armengot, Ed., Cham, Springer International Publishing, 2015, pp. 219-231

@incollection{saraiva2015_1713499224130,
	author = "Saraiva, M. and Novas, J. C. and Gomes, P. G.",
	title = "How communication and control processes improve quality",
	chapter = "",
	booktitle = "Achieving competitive advantage through quality management",
	year = "2015",
	volume = "",
	series = "",
	edition = "",
	pages = "219-219",
	publisher = "Springer International Publishing",
	address = "Cham",
	url = "https://link.springer.com/book/10.1007/978-3-319-17251-4"
}

TY  - CHAP
TI  - How communication and control processes improve quality
T2  - Achieving competitive advantage through quality management
AU  - Saraiva, M.
AU  - Novas, J. C.
AU  - Gomes, P. G.
PY  - 2015
SP  - 219-231
DO  - 10.1007/978-3-319-17251-4_14
CY  - Cham
UR  - https://link.springer.com/book/10.1007/978-3-319-17251-4
AB  - 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.
ER  -