MSc.SERVICE QUALITY Total Quality Management Case Study - Essay Example

Communication Channels provides a comprehensive framework to an organisation for exchanging views and information. An effective communication channel is identified as one that provides a quick, easy, reliable and noise-free network among the stakeholders. The message gets to the receiver without delay and with minimum cost and is interpreted appropriately. Effective communication has following functions (Dickinson College, n.d.): Motivation – a simple appreciation email by management to recognize the hard work of an employee that circulates through the entire email system will surely motivate that particular employee and many others towards work achievements.

Denis is advised to develop two-tier communication architecture. A call center should be established where a customer can call anytime. A relationship manager will be available for customer who will provide all the required support and will also take new orders. This would ensure highly personalized quality of service and customer satisfaction as the relationship manager will have first hand knowledge about all the customers they have been assigned. In the second tier, Denis is advised to develop an intranet coupled with an internal email system.

The intranet can be used for effective top-down vertical communication where Denis can send policy or guideline to all the employees, and can also be used for effective upward and horizontal communication as the employees can share information, expertise and can provide feedback to the management. This will create an open culture where employees will feel more empowered, equalised participation will be possible and relationships among employees will be solidified. Denis can make use of a variety of quality concepts, tools, and techniques.

However, four techniques and models are proposed; each of these provides a complete quality framework that covers not one but all aspects of an organisation’s