Speak quality Available to Purchase

Argues that implementing total quality can be carried out in many ways, but an effective communication framework is essential. Highlights the waste of time that ensues from “diverted” communications and says direct communication is far preferable. Suggests good communication is vital to agreeing TQM goals within the organisation and gives examples of what the author considers successful communication and methods to find out where communication is blocked or lacking. Concludes that quality is more important than quantity and gives examples: the meaning of the communication is the response it elicits.