MSc.SERVICE QUALITY Total Quality Management Case Study Essay

MSc.SERVICE QUALITY Total Quality Management baptistery Study - Essay ExampleCommunication Channels provides a comprehensive framework to an organisation for exchanging views and information. An effectual intercourse channel is identified as one that provides a quick, easy, reliable and noise-free network among the stakeholders. The message gets to the murderer without delay and with minimum cost and is interpreted appropriately. Effective communication has following functions (Dickinson College, n.d.)Motivation a simple appreciation electronic mail by management to recognize the hard work of an employee that circulates through the entire electronic mail 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 infallible suppo rt and will also take new orders. This would ensure highly personalized quality of aid and customer satisfaction as the relationship manager will have first hand experience 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 constitution or guideline to all the employees, and can also be used for effective upward and level communication as the employees can share information, expertise and can provide feedback to the management. This will create an pass around 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 on e but all aspects of an organisations