'For the sake of our customers' : a case study of the links between coordination, communication and TQM

Abstract

This study is a qualitative case study approach to theory building that aims to develop a more holistic understanding of the patterns of coordination in an organisation that has successfully implemented TQM using a communication perspective. The data were gathered at a large private hospital in Bangkok where 36 respondents from non-medical treatment areas were interviewed. The study used in-depth interviews as a primary data source, complemented with participant-observations and document analysis to address the main research question: In what ways have the effects of TQM on communicative attitudes and practices contributed to coordination?

Date of Award	2007
Original language	English
Supervisor	Peter Clayton (Supervisor) & Warwick Blood (Supervisor)