How Communication and Control Processes Improve Quality

In order to achieve excellence, an organization should use two key instruments—quality and an effi cient and effective communication process amongst all employees—so it can attain quality management. This chapter aims to examine whether organizational communication and quality are interrelated, in order to answer the following question: Is it necessary to improve communication within an organization so that quality management can be effi ciently and effectively pursued? For this purpose, data were collected through the administration of a questionnaire to the staff of a Portuguese public organization. The fi ndings showed that, in this organization, communication among employees of various sectors is satisfactory and that there is mutual help between them in order to improve the organizational performance

Medical error in the portuguese press: when patients are part of the news

Esta investigação aborda a qualidade da produção noticiosa sobre o erro médico, como um fator essencial na construção do conhecimento público sobre o tema, com o objetivo de compreender que características definem tal produção e até que ponto poderão ser explicadas pela periodicidade e orientação editorial dos jornais; que conceito de erro médico é veiculado pela produção noticiosa sobre o tema; e quais são os protagonistas no discurso jornalístico sobre o erro médico. Foram analisadas as edições de três jornais portugueses, de 2008 a 2011, resultando num corpus de 266 (4,2%) artigos, que foram classificados de acordo com as seguintes variáveis: as fontes de informação citadas (o seu estatuto e especialidade, no caso dos médicos); os temas que são tratados; as características de enquadramento da informação publicada (tom, género jornalístico; e a presença e número de fontes de informação). Pela análise de conteúdo quantitativa, apurou-se que esse tema está em crescimento, essencialmente com notícias de tom negativo e fontes de informação habitualmente identificadas. Não há evidência para afirmar que a periodicidade e a orientação editorial expliquem as variações dessas características, a não ser relativamente ao número de fontes citadas. Vigoram as notícias centradas nos resultados dos erros (mortes ou lesões), provocados por "erros de omissão" e por "erros de comissão", envolvendo uma diversidade de protagonistas: são, tal como acontece na informação sobre saúde em geral, fontes oficiais e especializadas do campo da saúde. Destacam-se os médicos e os juristas e é dado relevo aos pacientes.This research addresses the quality of news production on medical error, as an essential factor in building public knowledge on the subject, in order to understand which characteristics define the news production of medical error and to what extent can they be explained by the periodicity and editorial orientation of the newspaper; which concept of medical error is transmitted by the news production on the subject; and who are the main actors in the journalistic discourse about medical error. The editions of three Portuguese newspapers were analyzed, from 2008 to 2011, resulting in a corpus of 266 (4.2%) articles, which were classified according to the following variables: the sources of information quoted (their status and specialty, in the case of doctors); the issues covered; and characteristic framework of the published information (tone, journalistic style, and the presence and number of information sources). Through quantitative content analysis, it was found that this topic is growing, essentially with negative news and information sources usually being identified. There is no evidence to support that periodicity and editorial orientation explain the variations in these characteristics, except for the number of cited sources. News focused on the results of errors (death or injury), caused by "errors of omission" and "commission errors", prevail, involving a variety of actors: they are, such as it happens in health information, in general, official sources and experts in health. Doctors and lawyers stand out, and special attention is given to patients

Brand management at a local scale: a case of ‘ghost awareness’

This research builds upon the study of a multinational brand relationship with the local community to test a model of analysis of brand awareness. In the model, the evaluation of two dimensions of the phenomenon is suggested: the type of awareness and the drivers of awareness. And the case study was developed through the examination of two groups of stakeholders: the general population and the local opinion leaders. The results suggest that the corporate brand has high levels of awareness, but faces a structural identity problem because of the existence of a strong competitor: a corporate brand that has left the region decades ago but whose recall is still very strong among local stakeholders. We call this phenomenon ‘ghost awareness’. Following these clues, we present some recommendations that can be adopted by companies with the same perception problems