1.2 “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 a quality strategy, there are several procedures that need to be followed to ensure its effectiveness. These procedures include:
1. Identifying the objectives: The first step is to clearly define the objectives of the quality strategy. This involves understanding the organization's goals, identifying areas for improvement, and setting specific targets to be achieved.
2. Creating a communication plan: A communication plan should be developed to outline the methods and channels through which the quality strategy will be communicated. This includes determining the target audience, selecting appropriate communication tools, and establishing a timeline for implementation.
3. Selecting communication channels: The appropriate communication channels need to be selected based on the nature of the quality strategy and the needs of the target audience. This may include face-to-face meetings, email updates, newsletters, intranet platforms, or other communication tools.
4. Tailoring the message: The quality strategy message should be tailored to resonate with the target audience. This involves using clear and concise language, focusing on the benefits and impact of the strategy, and addressing any concerns or questions that may arise.
5. Engaging stakeholders: It is essential to engage key stakeholders throughout the communication process to ensure their buy-in and support. This includes involving employees, managers, customers, and other relevant parties in discussions, seeking their input, and addressing their feedback.
6. Training and support: Providing adequate training and support to employees is crucial to ensure that they understand the quality strategy and are equipped to implement it effectively. This may involve organizing workshops, providing training materials, and offering ongoing support and guidance.
7. Evaluating the communication process: Regular evaluation of the communication process is necessary to assess its effectiveness and make necessary adjustments. This includes gathering feedback from stakeholders, monitoring the impact of the communication efforts, and making improvements as needed.
In addition to these procedures, there are certain requirements that must be met by the directive when communicating the quality strategy. These requirements include:
1. Clarity and consistency: The directive should be clear and easy to understand, avoiding technical jargon or complex language. It should also be consistent with the overall goals and values of the organization.
2. Relevance: The directive should be relevant to the target audience, addressing their specific needs, concerns, and priorities. It should also clearly demonstrate how the quality strategy will benefit the organization and its stakeholders.
3. Ethical considerations: The directive should adhere to ethical considerations, ensuring that the communication is honest, transparent, and takes into account the rights and interests of all parties involved.
4. Engagement and participation: The directive should encourage engagement and participation from employees and other stakeholders. Communication should be a two-way process, allowing for feedback, suggestions, and discussion.
5. Accessibility: The directive should be accessible to all members of the organization, regardless of their role or level. It should be presented in a format and language that can be easily understood and should be made available through appropriate communication channels.
Overall, effective communication of a quality strategy requires careful planning, tailored messaging, stakeholder engagement, and ongoing evaluation. By following the necessary procedures and meeting the requirements, organizations can ensure that their quality strategy is understood and implemented successfully.