AN EMPIRICAL ANALYSIS ON THE ROLE OF COMMUNICATION IN QUALITY MANAGEMENT

摘要

Although existing literature of quality management (QM) and various quality awards have regarded communication as an important factor for quality system, there are limited attempts to construct an integrated model of the communication supporting QM practices. This study proposes an analytical framework for the communication which examines the relationship among three types of communication for QM (visionary & cross-functional communication, external communication, and shop-floor communication) and their effects on quality performance. Data collected from manufacturing plants in eight industrialized regions are used to test hypothesized relationships by structural equation modeling. The results show (1) visionary & cross-functional communication has positive impact on external and shop-floor communication with more influence on external communication, and (2) visionary & cross-functional and external communication have indirect effect on quality performance via shop-floor communication.