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Floyd, Sharon A.   (ASQ)   SF Consultant LLC, Detroit, MI

Quality Progress    Vol. 51    No. 2
QICID: 40303    February 2018    pp. 30-37
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Article Abstract

Communication in any organization is key, and bad or ineffective communication can slow down work processes and waste time or resources. However, convincing leadership to improve communications is problematic for a few reasons: it's not always clear that communication is a root problem, communication is hard to measure and therefore benefits of improving communication are hard to explain to stakeholders and finally, improving communication is a broad concept that could require complex fixes. However, it is important for any organization to get serious about communication, especially when it comes to customers. Voice of the customer is an important tool for an organization, but with poor communication, customer needs might be collected improperly, or given to others in an organization in a way that is not useful.

Keywords

Communication, Failure Mode and Effect Analysis (FMEA), Improvement, Process, Voice of the customer (VOC), Quality function deployment (QFD), Productivity


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