“The firm chose to adopt a ‘plan-do-check-act’ cycle, revealing gaps in staff communication – which subsequently meant longer patient waiting times and more complaints. To tackle this, managers explored a sideways method of internal communications” this can be regarded as an act of communicating for quality.
Briefly discuss the procedures followed when communicating the quality strategy and elaborate on the requirements that must be met by the directive. (12 marks)
When communicating the quality strategy, the following procedures are typically followed:
1. Plan: This involves setting clear objectives and goals for the quality strategy. The organization must identify what it wants to achieve through the communication of the strategy.
2. Do: This step involves the actual implementation of the communication plan. The organization must decide on the channels and methods through which the strategy will be communicated. This can include meetings, presentations, memos, newsletters, or even electronic communication tools. It is essential to ensure that the message is accurate, consistent, and aligned with the organization's overall goals.
3. Check: After the communication of the quality strategy, it is crucial to assess its effectiveness. Feedback mechanisms should be put in place to gather input from employees and stakeholders. This can be done through surveys, focus groups, or one-on-one discussions. The feedback received will help identify any gaps or areas for improvement in the communication process.
4. Act: Based on the feedback received, necessary actions should be taken to address any shortcomings or challenges in communicating the quality strategy. This may involve revising the communication plan, clarifying any misconceptions or misunderstandings, or providing additional training to employees.
The directive for communicating the quality strategy must meet certain requirements:
1. Clear and concise: The directive should be easy to understand and should convey the key objectives and goals of the quality strategy. It should avoid technical jargon or complex language that may confuse employees or stakeholders.
2. Targeted: The directive should be tailored to the specific needs and requirements of the audience. Different segments of the organization may have different information needs. Therefore, the communication should be targeted towards each specific audience to ensure relevance and effectiveness.
3. Transparent: The directive should be honest and transparent, providing accurate information about the quality strategy and its implications for the organization and its stakeholders. This transparency helps build trust and credibility among employees and stakeholders.
4. Engaging: The directive should capture the attention and interest of the audience. It should be presented in a way that encourages active participation and involvement. The use of visuals, storytelling, or interactive methods can help engage the audience and make the communication more impactful.
5. Timely: The directive should be communicated in a timely manner. Employees and stakeholders need to be informed at the right time to ensure a smooth implementation of the quality strategy. Delays in communication can lead to misunderstandings or resistance.
Overall, effective communication of the quality strategy is essential for its successful implementation. Following the proper procedures and meeting the required criteria ensures that the message is well understood, leading to improved staff communication and better quality outcomes.