Importancia de los distintos Canales de Comunicación Interna para ...

ABSTRACT
The thesis addresses the study of the internal communication process in the
Total Quality Management model through a case study of an Argentinean
public university. It aimed at scrutinizing the relation between management
results and the different communication channels. The first part of the research
was carried out through the analysis of documents reporting the
implementation of a TQM in the case study. The second part dealt with the
experimental investigation by applying the Q Methodology to four strata of
observers: professors, students, graduates and staff who acted as judges of the
analysed project. The results showed the importance of the face-to-face
communication for achieving successful results in the management of this type
of institutions. The results and their discussion also proved the effectiveness of
the Q Methodology and encourage further studies related to this theme.
KEY WORDS:
Quality and university management. Internal communication in universities.
Communication and Total Quality Management.
- IV -