This research was conducted to improve the internal communication in a multinational production company. To ensure the anonymity of this company, it will be named Company X. In the year 2001, this multinational was involved in an EFQM improvement process, which is a method to increase efficiency and effectiveness in a company. EFQM stands for the European Foundation of Quality Management, which was founded in 1988. A very important outcome of this EFQM research was that the internal communication should stimulate and assist organizations throughout Europe to participate in improvement activities, leading to excellence in customer satisfaction, employee satisfaction, impact on society, and business results. The system is supposed to support managers of European organizations in accelerating the process of making Total Quality Management a decisive factor in achieving a global competitive advantage. The EFQM Excellence model is a non-prescriptive TQM framework based on nine criteria. Five of these are ‘enablers’ (50%) and four are ‘results’ (50%). The ‘enabler’ criteria cover what an organization does: leadership (10%), people (9%), policy and strategy (8%), partnership and resources (9%), and process (14%). This study focusses on the process (especially on the medium adoption by a specific Communication Satisfaction Questionnaire) related to the employee medium satisfaction issue.
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