Importance of Internal Communication Channels for a Total Quality Management Model carried out at University. Analysis by applying the Q Methodology

Abstract

This paper presents the results of an investigation regarding the study of the internal communication process in the Total Quality Management model through a case study of an Argentinean public university. It aimed at scrutinizing the relation between management results and the different communication channels. The first part of the research was carried out through the analysis of documents reporting the implementation of a TQM in the case study. The second part dealt with the experimental investigation by applying the Q Methodology to four strata of' observers: professors, students, graduates and staff who acted as judges of the analysed project. The results showed the importance of' the face-to-face communication for achieving successful results in the management of this type of institutions. The results and their discussion also proved the effectiveness of the Q Methodology and encourage further studies related to this theme.