Communication with customers and its impact on the profitability of quality
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Data
2013
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CIGEST
Resumo
Quality management has to consider a lot of new aspects regarding the latest trends in the
field. Authors of proposed paper will point at the interconnection of three major aspects:
technical, communication and economical aspect. Authors proposed from these aspects Triad of
quality. The main aim of quality management is essentially increasing the effectiveness
indicators in organisation rather than satisfying customers by certain product properties or
focusing on increasing the market share. Authors propose indicators of profitability quality-
returns on quality ROQ Authors proposed triad of quality as a new way of perceiving the
economical aspects of quality. The paper will comprise a proposal of system of indicators based
on communication aspect and economical aspect of quality.
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GESTÃO DA QUALIDADE, QUALITY MANAGEMENT, COMUNICAÇÃO ORGANIZACIONAL, ORGANIZATIONAL COMMUNICATION