A Comunicação na perspectiva dos autores da Qualidade Total

13
 AFUNYKBG [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb [cmtceby"IC 3 c > [nu 9??9 3 Uycicmjb cpyn{nfuceb fb F_?> Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|cka bfcm- ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9& Uçu~mb< C Kbg~fakcèëb fc pny{pnkuatc eb{ c~ubyn{ ec S~cmaecen Ubucm 3  _ybd¬ Ey¬ Kmn~{c Gcyac Cfeycen [kybdnyfn`ny 3  Yn{~gb< B pyn{nfun unzub i~{kc ntaenfkacy c kbfknpèëb en kbg~fakcèëb fc pny{pnkuatc eb{ c~ubyn{ kbf{aenyceb{ ‚h~y~{ec S~cmaecen Ubucm- ubgcfeb kbgb yndnyìfkac uynkjb{ {nmnkabfceb{ en {~c{ pyafkapca{ biyc{ bfen c kbg~fakcèëb á aenfuadakcec kbgb d~fecgnfucm pcyc c agpmcfucèëb n gcf~unfèëb eb yndnyaeb _ybhycgc& ^gc yãpaec mnau~yc en{{n{ uynkjb{ yndbyèc c pynebgaféfkac ec kbg~fakcèëb c{{agáuyakc gnycgnfun afdbygckabfcm- kcmkcec fb nga{{by& Ucm cibyechng c~ubya|c b s~n{uabfcgnfub {biyn b {n~ kcyãuny ‚pcyuakapcuatbfc gneaec s~n {~hnyn cèþn{ kbg~fakckabfca{ s~n ynpybe~|ng ~gc ec{ pyafkapca{ kcyckunyç{uakc{ eb _ybhycgc- b~ {nlc- ‚ubp'ebxf& _cmctyc{'kjctn{< Kbg~fakcèëb S~cmaecen Ubucm ' Byhcfa|cèëb  Afuybe~èëb C kbg~fakcèëb fc{ biyc{ eb{ pyafkapca{ c~ubyn{ en S~cmaecen Ubucm Engafh- L~ycf- Dnafhngic~g n Kyb{iq pben {ny kcyckunya|cec kbgb c{{agáuyakc {nh~afeb en knyuc dbygc b gbenmb en agpmcfucèëb eb pybhycgc en kagc pcyc icazb- a{ub á- ubp ebxf& Á agpbyucfun nfdcua|cy n{{c nzpyn{{ëb ubp ebxf '- pba{ ckyneauc'{n s~n cmh~gc{ ec{ 3 Eb~ubyc ng Kaìfkac{ ec Kbg~fakcèëb pnmc N{kbmc en Kbg~fakcèëb n Cyun{ ec ^fatny{aecen en [ëb _c~mb NKC"^[_& _ybdn{{byc Uau~mcy ec Dck~mecen en Kbg~fakcèëb [bkacm ec _bfuadçkac ^fatny{aecen Kcuûmakc eb Yab Hycfen eb [~m DCGNKB["_^KY[- _byub Cmnhyn- Yab Hycfen eb [~m- Iyc{am&

Transcript of A Comunicação na perspectiva dos autores da Qualidade Total

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 1/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

Uçu~mb< C Kbg~fakcèëb fc pny{pnkuatc eb{ c~ubyn{ ec S~cmaecen Ubucm3

_ybd¬ Ey¬ Kmn~{c Gcyac Cfeycen [kybdnyfn`ny3

Yn{~gb<

B pyn{nfun unzub i~{kc ntaenfkacy c kbfknpèëb en kbg~fakcèëb fcpny{pnkuatc eb{ c~ubyn{ kbf{aenyceb{ ‚h~y~{‑ ec S~cmaecen Ubucm- ubgcfeb kbgbyndnyìfkac uynkjb{ {nmnkabfceb{ en {~c{ pyafkapca{ biyc{ bfen c kbg~fakcèëb áaenfuadakcec kbgb d~fecgnfucm pcyc c agpmcfucèëb n gcf~unfèëb eb yndnyaeb_ybhycgc& ^gc yãpaec mnau~yc en{{n{ uynkjb{ yndbyèc c pynebgaféfkac ec kbg~fakcèëbc{{agáuyakc gnycgnfun afdbygckabfcm- kcmkcec fb nga{{by& Ucm cibyechng c~ubya|c bs~n{uabfcgnfub {biyn b {n~ kcyãuny ‚pcyuakapcuatb‑ fc gneaec s~n {~hnyn cèþn{kbg~fakckabfca{ s~n ynpybe~|ng ~gc ec{ pyafkapca{ kcyckunyç{uakc{ eb _ybhycgc- b~{nlc- ‚ubp'ebxf‑&

_cmctyc{'kjctn{< Kbg~fakcèëb ‛ S~cmaecen Ubucm ' Byhcfa|cèëb

Afuybe~èëbC kbg~fakcèëb fc{ biyc{ eb{ pyafkapca{ c~ubyn{ en S~cmaecen Ubucm ‛ Engafh-

L~ycf- Dnafhngic~g n Kyb{iq pben {ny kcyckunya|cec kbgb c{{agáuyakc {nh~afeb enknyuc dbygc b gbenmb en agpmcfucèëb eb pybhycgc en kagc pcyc icazb- a{ub á-ubp ebxf &Á agpbyucfun nfdcua|cy n{{c nzpyn{{ëb ‛ ubp ebxf '- pba{ ckyneauc'{n s~n cmh~gc{ ec{

3 Eb~ubyc ng Kaìfkac{ ec Kbg~fakcèëb pnmc N{kbmc en Kbg~fakcèëb n Cyun{ ec ^fatny{aecen en [ëb_c~mb ‛ NKC"^[_& _ybdn{{byc Uau~mcy ec Dck~mecen en Kbg~fakcèëb [bkacm ec _bfuadçkac ^fatny{aecenKcuûmakc eb Yab Hycfen eb [~m ‛ DCGNKB["_^KY[- _byub Cmnhyn- Yab Hycfen eb [~m- Iyc{am&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 2/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

eadak~mecen{ nfkbfuycec{ pnmc{ byhcfa|cèþn{ pcyc c agpmcfucèëb eb _ybhycgc en

S~cmaecen Ubucm yn{aec fb dcub ng en{kbf{aenycy b{ kjcgceb{ ‚ynknpubyn{‑ eb yndnyaepybhycgc- n{pnkacmgnfun b{ d~fkabfãyab{& C pbmçuakc b~ pbmçuakc{ en kbg~fakcèëb *bc~{ìfkac enmc- s~n ucgiág á ~gc bpèëb en pbmçuakc! nfunfeaec{ cs~a kbgb b kbfl~fuben eaynuya|n{- pybkneagnfub{ n {n~{ pybhycgc{ enkbyynfun{ pcyc c agpmcfucèëb ngcf~unfèëb en ~g pybhycgc en s~cmaecen ubucm cpbacg'{n fb{ gbenmb{ uyceakabfca{ enKbg~fakcèëb Byhcfa|ckabfcm- s~n pyabya|cg c uycf{dnyìfkac en afdbygcèëb&9 Á c dcmc ebpyn{aenfun ec byhcfa|cèëb nzbyucfeb ubeb{ c uycicmjcyng l~fub{- b{ gcf~ca{ n b g~yca{

en{kyntnfeb b pybhycgc en s~cmaecen- hnycmgnfun kbg am~{uycèþn{ ing pybe~|aec{- cea{uafèëb eb ‚d~fkabfãyab s~cmaecen‑& Kbfu~eb- s~cfeb {n i~{kc ctcmacy {n yncmgnfun ckbg~fakcèëb bkbyyn~- fb {nfuaeb afkm~{atn en kbgpbyucgnfub{ gcfadn{ub{- enpcyc'{nkbg b en{kbfjnkagnfub n fëb ycyc{ tn|n{ kbg c af{cua{dcèëb&

• C Kbg~fakcèëb fc pny{pnkuatc eb{ c~ubyn{ ec s~cmaecen&Fc{ biyc{ eb{ pyafkapca{ c~ubyn{ ec s~cmaecen- lã gnfkabfceb{- ckbg~fakcèëb á uaec kbgb d~fecgnfucm fc agpmcfucèëb n gcf~unfèëb

eb _ybhycgc en S~cmaecen pbenfeb {ny aenfuadakcec f~gc cibyechngafdbygckabfcm- s~ny fc pny{pnkuatc eb{ ‚K~{ub{ ec S~cmaecen‑ *L~ycf!-eb ‚Kbfuybmn Ubucm ec S~cmaecen‑ *Dnahnfic~g!- eb ‚\nyb Endnaub‑*Kyb{iq! b~ fc ‚Unbyac eb [ciny _ybd~feb‑ *Engafh!& C cibyechngafdbygckabfcm; kcyckunya|c'{n pnmc uycf{ga{{ëb en afdbygcèþn{ - {nfebhnycmgnfun ~uama|cec pcyc ‚ynpc{{cy‑ gnuc{- bilnuatb{ n af{uy~èþn{ ecküp~mc eaynuatc pcyc b{ engca{ gngiyb{ ec byhcfa|cèëb&

Cpn{cy ec{ n{pnkadakaecen{ s~n kcec ~gc en{{c{ pny{pnkuatc{cpyn{nfuc n cpynhbc kbgb tnyecen{ {biyn s~cmaecen- jã c{pnkub{kbg~f{ - uca{ kbgb c fnkn{{aecen en ne~kcèëb n uynafcgnfub pcyc cs~cmaecen& Cmacec c n{{n{ c{pnkub{ jã c ìfdc{n fc pcyuakapcèëb n fb

9 Taen [kybdnyfn`ny- Kmn~{c Gcyac Cfeycen [kybdnyfn`ny& _ny{pnkuatc{ Unûyakc{ ec Kbg~fakcèëbByhcfa|ckabfcm &ZZAAA Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ AFUNYKBG"HUKbg~fakcèëb Byhcfa|ckabfcm < Gcfc~{"CG- ?9 c ?8 en {nungiyb"9??3&&; Ecfanm{- [pa`ny n _cpc*3118! aenfuadakcg n{{c cibyechng kbgb gbenmb uyceakabfcm en kbg~fakcèëbbyhcfa|ckabfcm& Na{nfinyh n Hbbecmm *3118!- pby {~c tn|- c endafng kbgb uycf{dnyìfkac en afdbygcèëb&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 3/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

kbgpybgnuagnfub& B{ af{uy~gnfub{ en kbg~fakcèëb {~hnyaeb{ mntcg

ng kbfuc s~n á pynka{b afdbygcy pcyc hnycy kbfjnkagnfub- ta{cfeb cbiunfèëb eb kbgpybgnuagnfub en ubeb{ b{ d~fkabfãyab{- a{ub á- ubeb{pynka{cg fnkn{{cyacgnfun n{ucy kbgpybgnuaeb{ kbg c s~cmaecen fcbyhcfa|cèëb&

_cyc L~ycf c cmuc hnyìfkac entn c{{~gay s~n ” c s~cmaecen ung pyabyaecen

gãzagc‗ *311?<;?:!& N pcyc s~n b{ uycicmjcebyn{ ucgiág

pyabya|ng n{{c s~cmaecen gãzagc ” á pynka{b ~gc kbg~fakcèëb

kyn{knfun en afdbygcèþn{ {biyn s~cmaecen&‗- pba{ ”*&&&! {n c kbg~fakcèëb dby afkbgpmnuc- á dãkam pcyc b{ cmub{ hnynfun{ n pcyc

c gëb'en'biyc uaycyng kbfkm~{þn{ eadnynfun{ eb{ gn{gb{ dcub{

iã{akb{‗& *aeng!

^g eb{ c{pnkub{ c en{uckcy fc{ kbmbkcèþn{ en L~ycf yndnyn'{n cb cmnyuc s~n dc|{biyn c fnkn{{aecen ec hnyìfkac n d~fkabfãyab{ ‚dcmcyng‑ c gn{gc mafh~chng ecs~cmaecen- {bi pnfc en aftaciama|cy c kbg~fakcèëb& L~ycf {~hnyn c kyacèëb en ~gcp~imakcèëb- ~g hmb{{ãyab- kbg ~gc ma{uc en unygb{ n {~c{ endafaèþn{- ”s~n pben {nyafkyngnfuceb pby b~uyc{ dbygc{ en kbg~fakcèëb- kbgb n{s~ngc{- dbubhycdac{ n damgn{‗-ta{ub s~n b ~{b ec mafh~chng kbg~g dckamauc c cen{ëb n b uëb n{pnycebkbgpybgnuagnfub pcyc s~cmaecen& Kbfu~eb- b kcyãuny ec kbg~fakcèëb pybpb{uc áafdbygckabfcm- a{ub á- ” dbyfnkny afdbygcèþn{- pyn{ucy afdbygcèþn{- dbyfnkny

kbg~fakcèëb‗& Phyadb fb{{bW *311?<3?1!_cyc Kyb{iq b n{ucinmnkagnfub en ~g pybhycgc en s~cmaecen‗ nzahn g~aub

gca{ kbfjnkagnfub n pcyuakapcèëb eb s~n c {agpmn{ ma{uchng en af{uy~gnfub{ea{pbfçtna{ fc icfkc en uycicmjb‗& *3115< 93! Fbtcgnfun nfuycg ng knfc c{ pcmctyc{kbfjnkagnfub n pcyuakapcèëb- s~n tëb {ny ckbgpcfjcec{ fb enkbyyny eb unzub pbyne~kcèëb n uynafcgnfub& Kyb{iq c{{ngnmjc c s~cmaecen c ~gc ky~|cec n cdaygc ”pcyc bky~|ceb- c maèëb gca{ eadçkam en cpynfeny á c s~n nf{afc s~n {n mntc cmh~g ungpb pcyccmkcfècy b tnyecenayb pybhyn{{b‗ *3115 < 3;8!& Ucmtn| n{{c ta{ëb en s~cmaecen nzpmas~ng pcyun- c {~c pybpb{aèëb eb ”Cdnyaeby en Gcu~yaecen ec Hnyìfkac en S~cmaecen‗ s~n

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 4/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

á kbgpb{ub pby kafkb n{uãhab{5< Afknyun|c- b En{pnyucy- b N{kmcynkagnfub- c [cinebyac n

c Knyun|c n s~n {nh~feb b c~uby ”d~fkabfc cb gãzagb s~cfeb ~{ceb pcyc pyblnucy ~gcta{ëb en kbgpcfjac s~n pb{{c {ny cknauc pby ubeb{ b{ afunyn{{ceb{&‗ *3115<>9! Mbhb ucpybpb{aèëb {bgnfun pbenyã {ny biuaec cuyctá{ ec kbg~fakcèëb&

B {n~ pybhycgc en Gnmjbyac en S~cmaecen cpbac'{n ng s~cuby|nnucpc{>- fc{ s~ca{ b{ cub{ kbg~fakckabfca{ n{uëb pyn{nfun{ cuyctá{ ecea{k~{{ëb {biyn c fnkn{{aecen en gnmjbyac en s~cmaecen- bfen {~hnyn ”*&&&! damgn{- ynk~y{b{ ta{~ca{ n gcunyacm eatny{b c dag en cpbacy n

kbg~fakcèëb‗ *3115<359!- en yn~faþn{ pcyc dbygcy ~gc ns~apn engnmjbyac en s~cmaecen& C nucpc kafkb aenfuadakcec kbgbKbf{kanfua|cèëb yndbyèc c agpbyuéfkac ec kbg~fakcèëb cdaygcfeb s~n”b tnyecenayb infndçkab ec kbg~fakcèëb á jciau~cy {~pnyta{byn{ nngpynhceb{ c dcmcy {biyn s~cmaecen ng unygb{ pb{auatb{‗& *3115<354!&Fc nucpc fbtn á {~hnyaec c kyacèëb en ~g ntnfub n{pnkacm ”Eac \nybEndnaub{‗ kbgb gnab en n{kmcynkagnfub& ”B{ {~pnyta{byn{ nzpmakcyëbb pybhycgc cb {n~ pn{{bcm n yncma|cyëb cmhb eadnynfun fb mbkcm- pcys~n ubeb{ pnyknicg uycucy'{n en ~g eac en ‚cuau~en fbtc‑‗ *3115<35:!C kbg~fakcèëb cpcynkn fc{ nucpc{ {nh~afun{- gc{ {ngpyn gcykcecpnmc {~c kcyckunyç{uakc afdbygckabfcm& Ucgiág fc pny{pnkuatcen{nftbmtaec pby Kyb{iq b{ af{uy~gnfub{ en kbg~fakcèëbgnfkabfceb{ b~ {~hnyaeb{ fëb dbhng eb pceyëb uyceakabfcm-chynhcfeb- kbfu~eb- c kyacèëb en ntnfub{ n{pnkaca{ pcyc c{nf{aiama|cèëb- kbfjnkagnfub n kbgpybgnuagnfub eb{ d~fkabfãyab{ ecbyhcfa|cèëb&Engafh- {ngnmjcfungnfun c L~ycf n Kyb{iq- cuyai~a ~g pcpnm{ahfadakcuatb ï kbg~fakcèëb& Cb pybpby uycf{dbygcèþn{ ec kjcgcec_yãuakc Cu~cm pcyc ~gc Gnmjby _yãuakc en{uckc nzpmakaucgnfun ckbg~fakcèëb<

5 Taen Kyb{iq- _jamap I&- 3115- pp&5;'>9> Aeng- pp&359'3>?&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 5/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

' ”Afknfuatcy c kbg~fakcèëb& Gnmjbycy b cgianfun dç{akb - en gbeb c

dctbynkny b eaãmbhb afdbygcm nfuyn c{ pn{{bc{ eb{ tãyab{enpcyucgnfub{ ec ngpyn{c- s~cms~ny s~n {nlc b {n~ fçtnm b~pb{aèëb&‗*3118< 9>!C kbg~fakcèëb dah~yc kbgb dckamaucebyc en eaãmbhb- cegauafebafkm~{atn b cgianfun dç{akb kbgb nmngnfub dctbyãtnm b~ en{dctbyãtnmï kbg~fakcèëb- pba{ b cgianfun byhcfa|ckabfcm pben * n entn ! {nykbf{aenyceb ~g nfun kbg~fakcfun&4

B pcpnm ec kbg~fakcèëb á ynubgceb s~cfeb cdaygc s~n ” ubeb{ fcbyhcfa|cèëb entng kbgpynnfeny b bilnuatb eb {a{ungc n kbgb eaynkabfcy {n~{n{dbyèb{ ng eaynèëb c nmn&‗ *3118< 59! En{{c dbygc- f~gc ynmcèëb c{{agáuyakc ckbg~fakcèëb {n yncma|c& C{ s~n{uþn{ 's~ng- b s~n- pbys~n- bfen ' n{uëbnzpmakauceb{ fn{{c kaucèëb- dakcfeb ng cinyub kbgb dc|ny ubeb{ kbgpynnfenyng& Bcub en kbgpynnfeny á kbgpmnzb- pba{ agpmakc kbfjnkagnfub eb pybkn{{b s~nk~mgafb~ fcs~nmn bilnuatb& Ucmtn| c kaucèëb p~en{{n {ny ynn{kyauc- {~i{uau~afeb b

tnyib kbgpynnfeny pby afdbygcy- c{{ag ”ubeb{ fc byhcfa|cèëb entng {nyafdbygceb{ eb bilnuatb eb {a{ungc&&&&‗- enfbucfeb en{en mbhb b gbtagnfuben{knfenfun ec{ enka{þn{ n ec pyûpyac kbg~fakcèëb&

Cb uycucy n{pnkadakcgnfun eb {a{ungc eb {ciny pybd~feb fb kcpçu~mb 5 ng {~cbiyc ”Ujn fnx nkbfbgak{ ‗ *311>! c kbg~fakcèëb tbmuc ï knfc- s~cfeb cdaygc< ”s~cfubgcaby c afunyenpnfeìfkac nfuyn b{ kbgpbfnfun{- gcaby {nyã c fnkn{{aecen enkbg~fakcèëb n kbbpnycèëb nfuyn nmn{& _by b~uyb mceb- gcaby {nyã c fnkn{{aecen en ~g

hnynfkacgnfub&‗ *311> <84!

Á afunyn{{cfun en{uckcy c kbfknpèëb en afdbygcèëb cpyn{nfucec pbyEngafh& S~cfeb {n eneakc c nzpmakcy c unbyac eb {ciny pybd~feb dcmc enafdbygcèëb cb uycucy eb aung {ng tcmby tnyecenayb- bfen magauc c afdbygcèëb c ~gdcub- eadnynfkacfeb'b en {ciny& Cdaygc< ”&&& c afdbygcèëb- gn{gb kbgpmnuc n

4 Taen [kybdnyfn`ny- Kmn~{c Gcyac Cfeycen& B cgianfun kbgb nmngnfub en Kbg~fakcèëb& NKB[YNTA[UC& _nmbuc{< ^fatny{aecen Kcuûmakc en _nmbuc{- NE^KCU- t& >- f&3- 9??3- pp&;3'5?&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 6/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

yãpaec- fëb á kbfjnkagnfub& N{un ung ~gc nzpcf{ëb ungpbycm- tng ec unbyac& [ng

unbyac - fëb jã kbgb ~uama|cy c afdbygcèëb s~n fb{ kjnhc c kcec af{ucfun& ^geakabfãyab kbfuág afdbygcèëb- fëb {ciny‗& *311>< :5!

Ucgiág fc cibyechng en Engafh jã c pynbk~pcèëb kbg b kbfjnkagnfub{biyn c s~cmaecen- {nfeb c ne~kcèëb n b uynafcgnfub afeakceb{ kbgb gnab{ kbfkynub{ en‚mntcy c kbfjnkny‑& B c~uby kyauakc c cebèëb en kcyuc|n{ n{mbhcf{ kbgb dbygc{ en biunycen{ëb eb{ d~fkabfãyab{- pba{ {nh~feb nmn ”kcyuc|n{ n nzbyucèþn{ hnycg dy~{uycèþn{ yn{{nfuagnfub{ ”N ckyn{knfuc< ” B üfakb {ahfadakceb kbg~fakãtnm en s~cms~ny pcmctyc

n{pnkadakcèëb- af{uy~èëb- pybkmcgcèëb b~ fbygc fëb á b s~n b ynecuby ec gn{gc uafjcng gnfun- n {ag b yn{~muceb ec cpmakcèëb&‗ *311>< >;! N{{c pb{aèëb ng yncmaecen á ~gckyçuakc kbfu~enfun ï{ cèþn{ kbg~fakckabfca{ pybpb{uc{ pby Kyb{iq n Dnafhnfic~g&

Enfuyn b{ c~ubyn{ en s~cmaecen n{u~eceb{ Dnahnfic~g *3115! {n en{uckc pnmcìfdc{n cuyai~çec ï kbg~fakcèëb n ï pynbk~pcèëb ng eaynkabfã'mc{ c {nhgnfub{ enpüimakb{ n{pnkçdakb{8&

Ckyneauc'{n s~n ucm dcub {n entc ï {~c kynfèc en s~n ” b nmngnfubd~fecgnfucm pcyc c biunfèëb ec s~cmaecen á *&&&! b kbgpybgnuagnfuben ubeb{&‗ *3115< 8>! N b kbfjnkagnfub- {bi c pny{pnkuatc ennfunfeagnfub- á kbf{aenycec kbgb ~g nmngnfub taucm pcyc n{{nkbgpybgnuagnfub- c{{ag kbgb c ne~kcèëb n b uynafcgnfub pcyc cs~cmaecen- s~n {n kbf{uau~ng ng cmunyfcuatc{ pcyc c gnmjbyac eckbg~fakcèëb& Ubeb{ n{{n{ nmngnfub{ pyn{{~pþn kbg~fakcèëbpmcfnlcec&

”B afunyn{{n fc s~cmaecen entn {ny hnf~çfb n gcfadn{uceb pby cèþn{-yn~faþn{ pnyaûeakc{ pcyc ea{k~uay pybimngc{ en s~cmaecen- cenyìfkac ïpbmçuakc ec s~cmaecen ec ngpyn{c n b afunyn{{n ns~amaiyceb nginfndçkab ec s~cmaecen eb pybe~ub‗ cdaygc Dnafhnfic~f *3115< :9!Fbtcgnfun c kbg~fakcèëb á en{uckcec& C{ cèþn{ {n kbf{uau~ng fc{

8 _cyc gcaby enucmjcgnfub kbf{~mucy c biyc en Dnahnfic~g *3115- tbm& AA ! fb{ aunf{ {biyn<Kbg~fakcèëbeb kbgpybgnuagnfub kbg c s~cmaecen *p&3??!- Kbg~fakcfeb b kbgpybgnuagnfub kbg c s~cmaecen c

dbyfnknebyn{ *p&3?1! - Kbg~fakcfeb b kbgpybgnuagnfub kbg c s~cmaecen c kbf{~gaebyn{ *p&33;!-Kbg~fakcfeb b kbfuybmn en s~cmaecen kbg pynka{ëb *p&33>!

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 7/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

gcfadn{ucèþn{ kbfkynuc{- engbf{uycèþn{ s~n ntaenfkacg fc pyãuakc- b

s~n yncmgnfun c byhcfa|cèëb pynunfen cmkcfècy& Nfdcua|c b pcpnm eb{~pnyta{by s~n á uaeb kbgb ~gc ec{ dah~yc{'kjctn ng s~cms~nykcgpcfjc en kbf{kanfua|cèëb ec s~cmaecen- pba{ á c nmn s~n bd~fkabfãyab ynkbyyn fc i~{kc en afdbygcèþn{& ”_byucfub- f~gckcgpcfjc en kbf{kanfua|cèëb pcyc c s~cmaecen b {~pnyta{by ynpyn{nfucb pbyuc'tb| ec ngpyn{c&‗ *3115< :;!

[~hnyn kbgb gnab{ pcyc c kbf{kanfua|cèëb eb{ ngpynhceb{<

3& kbg~fakceb{ kbfka{b{ ng pcpnm ec daygc&9& Kcyuc|n{ ng pcpnm ec daygc&

;& Kcyuc|n{ fc ãync en uycicmjb * Nmn{ pbenyëb {ny en fcu~yn|c hnycm pcyc gb{uycy

”_bys~n dc|ny gnmjby‗ n ” Kbgb dc|ny gnmjby‗!&

5& [mbhcf{ {biyn s~cmaecen&

>& _yìgab{ gcabyn{ pcyc {~hn{uþn{ pcyc b cpnydnaèbcgnfub ec s~cmaecen&

N{{n{ gnab{ ta{cg c biuny afakacmgnfun b kbfjnkagnfub- gc{d~fecgnfucmgnfun c cen{ëb- b kbgpybga{{b kbg c s~cmaecen- s~n á kbmbkcec fb unzubkbgb ~gc dbygc en pcyuakapcèëb: n nftbmtagnfub eb{ d~fkabfãyab{ ng ubeb b pybkn{{bpyû's~cmaecen& Mbhb afügnyb{ n{dbyèb{ ‚kbg~fakcuatb{‑ entng {ny en{nftbmtaeb{ pcycs~n ucm bilnuatb {nlc cmkcfèceb& Dnahnfic~g kjcgc cunfèëb pcyc ”Kbg~fakcèëb ebKbgpybgnuagnfub kbg c S~cmaecen‗- cdaygcfeb ”c kbg~fakcèëb kmcyc eb{ infndçkab{ic{ucfun ynca{ biuaeb{ pnmb fbtb n dbyun pybhycgc en s~cmaecen ynpyn{nfuc ~g dcubyiã{akb pcyc c biunfèëb en ~g kbgpybgnuagnfub hnf~çfb eb afeatçe~b kbg c s~cmaecenng ubec ngpyn{c&‗ *3115< 3??!

C agpbyuéfkac ec kbg~fakcèëb á ynubgcec fb aung s~n {n yndnyn ï[ns~ìfkac

pcyc c biunfèëb en kbgpybgnuagnfub kbg b _ybhycgc en Kbfuybmn ec S~cmaecen

Ubucm‗- aenfuadakcec kbgb ” {ns~ìfkac en tnfec{‗- c s~cm afkm~a s~cuyb nucpc{ hnyca{1&Kcin en{uckcy c s~cyuc nucpc s~n {~hnyn <

: Taen b{ _yafkçpab{ en pcyuakapcèëb en{nftbmtaeb{ pby Dnahnfic~g- 3115- tbm&AA- p&:8'::&1 Aeng- pp& 3?;'3?5&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 8/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

”Kbg~fakcèëb eb{ bilnuatb{ fc s~cmaecen n en afdbygcèþn{ {biyn c{

cuataecen{ eb kbfuybmn en s~cmaecen c ubeb b pn{{bcm ec ngpyn{c0 nfkbyclcgnfub pcyc~g gãzagb hyc~ en pcyuakapcèëb eb pn{{bcm fb pybhycgc0 n{ucinmnkagnfub en

ne~kcèëb n uycicmjb en uynafcgnfub pcyc c s~cmaecen‗& *3115< 3?5!

N{{c s~cyuc nucpc ynpyn{nfuc c {çfun{n eb c~uby {biyn b pcpnm ec kbg~fakcèëbpcyc c s~cmaecen& N{{c pny{pnkuatc nfkbfuyc yn{pcmeb fc{ pcmctyc{ en Ynhb *31:4s~cfeb cdaygc s~n c gnuc dafcm ec kbg~fakcèëb byhcfa|ckabfcm á c hnycèëb ebkbf{nfuagnfub - kbgpybgnuagnfub fc dcmc en Dnafhnfic~g&

C pynbk~pcèëb kbg b kbgpybgnuagnfub á uëb afunf{c fc biyc en{{n c~uby- s~ncpyn{nfuc cmág ec {nsýìfkac lã gnfkabfcec- c{ Nucpc{ nftbmtaec{ pcyc c biunfèëb en

Kbgpybgnuagnfub hnfnycma|ceb kbg b Kbfuybmn ec S~cmaecen 3? - Enfuyn n{{c{ nucpc{kcin en{uckcy c s~n {n yndnyn ï Kbg~fakcèëb n _cyuakapcèëb& C ynpybe~èëb eb unzub {ndc| fnkn{{ãyac- kbf{aenycfeb c{ afdbygcèþn{ fnmn kbfuaec{&

” B ynk~y{b gca{ pynkab{b en s~cms~ny pmcfuc á ~gcgëb'en'biyc kbf{kanfua|cec& Á n{{nfkacm- pbyucfub- bkbgpybgnuagnfub tnyecenayb kbg c s~cmaecen- b

en{nftbmtagnfub en ~g {nfuagnfub yncm en yn{pbf{ciamaecenkbg c s~cmaecen nfuyn ubeb{ b{ gngiyb{ ec byhcfa|cèëb ecngpyn{c&

B kyn{kagnfub en{{c cuau~en á nfkbyclceb pnmckbg~fakcèëb eb{ bilnuatb{ fc s~cmaecen c ubeb b pn{{bcm ec

pmcfuc& C{ gaeac{ s~n pbenyëb {ny ~uama|cec{ {ëb< lbyfcm ec pmcfuc0ebk~gnfub{ n{pnkaca{ en p~imakaecen yndnynfun{ cb kbfuybmn ens~cmaecen0 yn~faþn{ kbg b{ d~fkabfãyab{ pcyc c ynta{ëb ec{kcyckunyç{uakc{ ec{ s~cmaecen fb{ pybe~ub{ ec pmcfuc0 kcyuc|n{{biyn s~cmaecen cdazceb{ fb{ g~yca{0 n kbg~fakcèþn{ cfun{ ec{yn~faþn{ en d~fkabfãyab{ pby gnab en pcfdmnub{- ea{k~{{þn{ b~

damgn{ {biyn s~cmaecen& B gnab gca{ ndnuatb eb{ bilnuatb{ fc

s~cmaecen n en cuataecen{ en {n~ kbfuybmn á c ynmcèëb eaynuc- kcycc kcyc- nfuyn {~pnyta{by n d~fkabfãyab{- pcyc c uycf{ga{{ëb ec{afdbygcèþn{& N{{n kcfcm en kbg~fakcèëb {n afakac- bitacgnfun-kbg c cmuc hnyìfkac&

B nfkbyclcgnfub ng yn~faþn{ pcyc afdbygcèëb eb{ d~fkabfãyab{ kbg ea{k~{{ëb ‚tcatág‑ nfuyn {~pnyta{byn{ n d~fkabfãyab- s~cfub ï aenfuadakcèëb n {bm~èëb en pybimngc{ fcs~cmaecen- á ucgiág d~fecgnfucm‗& *Dnafhnfic~g- 3115< 3?:!

3? aeng- pp&3?5'3?4&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 9/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

C{ {~hn{uþn{ en gçeac{ {afcma|cg c ~uama|cèëb en af{uy~gnfub{

aenfuadakceb{ kbgb uyceakabfca{- kbgb b lbyfcm- b g~ycm- kcyuc|n{ n gn{gb c{yn~faþn{- ngibyc b c~uby cegauc kbgb ynmntcfun c ynmcèëb eaynuc ' afunypn{{bcm& Ccdaygcy s~n n{{c ynmcèëb ung kbgb bilnuatb c uycf{ga{{ëb en afdbygcèþn{ pnyknin'{n c pynebgaféfkac eb gbenmb en kcyckunyç{uakc{ afdbygckabfca{&

B{ Kçyk~mb{ en Kbfuybmn en S~cmaecen *KKS! {n kbf{uau~ng ng ~gagpbyucfun af{uy~gnfub en kbg~fakcèëb pyû's~cmaecen gnfkabfcebpby Dnafhnfic~g n á ~gc ec{ dbygc{ gca{ ead~feaec{ en pcyuakapcèëb

eb d~fkabfãyab fc ngpyn{c& Enfuyn b{ {n~{ bilnuatb{ - cmág ec i~{kcen {bm~èþn{ en pybimngc{- n{uã c gnmjbyac ec kbg~fakcèëb nfuynhnynfun{ n d~fkabfãyab{& _cyc Ynhb * 31:4- p& :9! b{ KKS ”{n af{nyngfc unfucuatc en ynpcyuay b pybkn{{b enka{ûyab- bdnynknfeb'{n cb{pcucgcyn{ afdnyabyn{ c pb{{aiamaecen en afdm~ay fc{ enka{þn{d~fecgnfuca{ pcyc b kyn{kagnfub byhcfa|ckabfcm‗& [agþn{ *311>!kmc{{adakc b{ kçyk~mb{ en s~cmaecen kbgb af{uy~gnfub{ ga{ub{- pba{pnygaung c uybkc en afdbygcèþn{ cuyctá{ en ~g gn{gb kcfcm& Nckyn{knfuc <”{ëb uákfakc{ en kcfca{ en e~pmc tac- pnydnaub{ pcycyncma|cyng c kbg~fakcèëb fb {n~ {nfuaeb en pybkn{{b n yn{~muceb{ n-d~fkabfcfeb kbgb gnkcfa{gb en ea{uyai~aèëb en pbeny&‗ *[agþn{-311> < 349'34;! Kcin ~gc s~n{uëb< cuá s~n pbfub b{ KKS yncmgnfuni~{kcg ndnuatcy c kbg~fakcèëb fb {nfuaeb ec uybkc- eb kbgpcyuamjcy-fëb {n ubyfcfeb cpnfc{ ng gca{ ~g af{uy~gnfub ~uama|ceb pcyc ckbbpucèëb eb{ d~fkabfãyab{- s~n cb {nfuayng'{n tcmbya|ceb{ cb mjn{ {nykbfkneaeb{ ~g ‚n{pcèb matyn en dcmc‑- c{{~gng b uëb en{nlcebkbgpybga{{b kbg c s~cmaecen2 Ckyneauc'{n s~n s~cms~ny n{pcèb eneaãmbhb aenfuadakceb b~ fëb kbgb KKS bfen c kbg~fakcèëbyncmgnfun pb{{c bkbyyny pynka{c {ngpyn {ny tcmbya|ceb n n{uag~mceb&Kbfkbyec'{n kbg Kjcfmcu n Iáecyu *311; < 39:! s~cfeb cdaygcg ”s~ná cuyctá{ ec dcmc *&&&! n en {~c{ taka{{au~en{ s~n {n kbf{uyûa c nza{uìfk

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 10/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

pn{{bcm&‗ N{{c á ~gc s~n{uëb s~n gnynknyac b en{nftbmtagnfub en ~g

b~uyb uycicmjb&Kcin cafec ~gc tn| yn{{cmucy s~n ubec{ c{ cèþn{ kbg~fakckabfca{ {~hnyaec{

ta{cg ï i~{kc n ï kbf{bmaecèëb eb kbgpybgnuagnfub eb{ d~fkabfãyab{ kbg c s~cmaecen&N{{c pynbk~pcèëb á ~gc kbf{ucfun fb kcpçu~mb fbtn en {~c biyc aenfuadakcec kbgbBiunfèëb eb Kbgpybgnuagnfub kbg c S~cmaecen Ubucm& Cb dafcm eb yndnyaeb kcpçu~mDnahnfic~g *3115 <335! cdaygc< ” ^g dcuby agpbyucfun fc biunfèëb n fc gcf~unfèëbeb kbgpybgnuagnfub kbg c s~cmaecen á c kmcyn|c fb{ pybkn{{b{ en kbg~fakcèëb

ngpynhceb{ fc s~cmaecen&‗ Kjcgc- b~uyb{{ag- c cunfèëb pcyc c agpbyuéfkac eb ~{bcens~ceb n kmcyb ec unygafbmbhac ec s~cmaecen pcyc b{ eadnynfun{ {nhgnfub{ en püimakbkbg b{ s~ca{ c byhcfa|cèëb afunychn&

• Kbf{aenycèþn{ dafca{<

Cpn{cy ec{ eadnynfèc{ pnykniaec{ ng ynmcèëb cb{ pybkneagnfub{kbg~fakckabfca{ {~hnyaeb{ pby n{{n{ c~ubyn{- jã nfuyn nmn{ c kbftakèëb en s~n b ìzaub ecs~cmaecen {bgnfun {nyã biuaeb jctnfeb kbgpybgnuagnfub kbg c s~cmaecen& N{{nkbgpybgnuagnfub pb{{atnmgnfun bkbyynyã cuyctá{ ec kbg~fakcèëb& Uycuc'{n ng ümuagcaf{uéfkac ec ”uycf{ga{{ëb ec k~mu~yc ec s~cmaecen‗& _cyc Dynauc{ *3111<1:! ”~gc ecd~fèþn{ s~n c k~mu~yc byhcfa|ckabfcm pybk~yc nznykny á kbf{nh~ay c cen{ëb- bkbf{nfuagnfub- b~ {nlc- c kb'pcyuakapcèëb eb{ afeatçe~b{ n eb{ hy~pb{‗- tcmnfeb'{n eckbg~fakcèëb& Kcin en{uckcy s~n cegaun'{n s~n c k~mu~yc byhcfa|ckabfcm pben {nynfunfeaec kbgb ~g dnfõgnfb en kbg~fakcèëb&

Gc{ á afunyn{{cfun dmchycy c kbfuyceaèëb s~n ngnyhn ec{ pb{aèþn{ en{{n{ c~ubyn{pba{ cpn{cy ec agpbyuéfkac cuyai~çec ï kbg~fakcèëb- fëb á- gnfkabfcec c fnkn{{aecenb~ gn{gb c cu~cèëb en ~g pybda{{abfcm en kbg~fakcèëb pcyc taciama|ã'mc- a{ub á- pcychnynfkacy c kbg~fakcèëb pcyc c s~cmaecen& Nfhnfjnayb{- {~pnyta{byn{- cmuc hnyìfkacd~fkabfãyab{- ngpynhceb{ b~ uycicmjcebyn{- dbyfnknebyn{- kbf{~gaebyn{ b~ kmanfun{ {ëynmckabfceb{ n kb'yn{pbf{ciama|ceb{ pnmc s~cmaecen- bgauafeb'{n b pcpnm eb pybda{{abf

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 11/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

en kbg~fakcèëb& En{kbfjnkagnfub b~ afunkabfcmaecen< na{ ~gc s~n{uëb agpbyucfun c {ny

en{uckcec&Ucmtn| c kbfknpèëb c{{agáuyakc en kbg~fakcèëb en{{n{ c~ubyn{ n ec{

byhcfa|cèþn{ en ~gc gcfnayc hnycm- ing kbgb c dbygc en agpmcfucèëb eb gbenmb enHn{uëb ec S~cmaecen- en kagc pcyc icazb- ng pcyun l~{uadas~ng n{{c ‚bga{{ëb‑&Icfcma|c'{n c kbg~fakcèëb- {~in{uagcfeb'c nfs~cfub pybkn{{b- n{s~nknfeb'{n s~npmcfnlcec cens~cecgnfun pben {n kbf{uau~ay ng ~gc agpbyucfun dnyycgnfuc n{uycuáhakc-taciama|cfeb pybhycgc{ n cèþn{ byhcfa|ckabfca{- gafaga|cfeb kbfdmaub{ n cpybzagcfeb

pn{{bc{& _byucfub- c kbg~fakcèëb pybpb{uc pnmb{ c~ubyn{ ec s~cmaecen á dychgnfucec pbfu~cm- ngibyc kbfkniaec fb égiaub hmbicm ec s~cmaecen fc byhcfa|cèëb&

Biyc{ kbf{~mucec{<

KJCFMCU- Cmcaf n IÁECYE- Ynfán& _cmctyc{< c dnyycgnfuc eb nznk~uatb& Af<Bafeatçe~b fc byhcfa|cèëb< B afeatçe~b fc byhcfa|cèëb<eagnf{þn{ n{s~nkaec{&

[ëb _c~mb< Cumc{- 311;- t&3&

KJ CFMCU- Lncf'Dycfèba{& _by ~gc cfuybpbmbhac ec kbfeaèëb j~gcfc fc{byhcfa|cèþn{& Af<B afeatçe~b fc byhcfa|cèëb<eagnf{þn{ n{s~nkaec{& [ëb _c~mb<Cumc{- 311;- t&3&

KYB[IQ- _jamap I& S~cmaecen {ng mãhyagc{<c cyun ec hnyìfkac en{kbgpmakcec& Uyce&Ã~ync Xna{{nfinyh! 9¬ ne& Yab en Lcfnayb< Lb{á Bmqgpab- 3119&

RRRRRRRRRRR-& S~cmaecen á aftn{uagnfub& * Uyce& Ã~ync Xna{{nfinyh! 4&ne& Yab enLcfnayb< Lb{á Bmqgpab- 3115

ECFANM[- Ubg E&0 [_A@NY- Icyyq0 _C_C- Gakjcnm&_ny{pnkuatn{ bf byhcfa|cuabfcmkbgg~fakcuabf& Db~yuj neauabf E~i~s~n- ^[C< Iybxf $ Infkjgcy` _~ima{jny{-3118&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 12/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

ENGAFH- X& Nexcye&S~cmaecen<C Yntbm~èëb fc Cegafa{uycèëb& Yab en Lcfnayb<

Neaubyc Gcys~n{ [cycatc- 311?&

RRRR&Ujn fnx nkbfbgak{ dby afe~{uyq- hbtnygnfu- ne~kcuabf&[nkbfe Neauabf&

Kcgiyaehn- GC< Gc{{ckj~{n Af{uau~un bd Unkjfbmbhq" Knfuny dby Cetcfkne

Nfhafnnyafh [u~eq- 311>&

RRRR&C fbtc nkbfbgac pcyc afeü{uyac- b hbtnyfb n c ne~kcèëb&Uyce& Jnmba{c

Gcyuaf{ Kb{uc& Yab en Lcfnayb< S~cmauqgcy` Ne&- 3118&

NA[NFINYH- Nyak G& n HBBECMM- Ly& J&M&Byhcfa|cuabfcm kbgg~fakcuabf<icmcfkafh- kyncuatauq cfe kbf{uycafu&[nkbfe neauabf- Fnx Qby`- ^[C< [uGcyuaf‑{ _yn{{- 3118&

DNAFHNFIC^G- Cygcfe T&Kbfuybmn ec s~cmaecen ubucm<hn{uëb en {a{ungc{& Uyce&

Ynhafc Kmã~eac Mbtnyya& [ëb _c~mb< Gc`ybf Ibb`{- 3115- t& 3&

RRRR&Kbfuybmn ec s~cmaecen ubucm<n{uycuáhac{ pcyc b hnynfkacgnfub n unkfbmbhac ec

s~cmaecen *unkfbmbhac ec nfhnfjcyac ec s~cmaecen!& Uyce& Ynhafc Kmã~eac Mbtny

[ëb _c~mb< Gc`ybf Ibb`{- 3115- t& 9&

DYNAUC[- Gcyac N{uny en&K~mu~yc byhcfa|ckabfcm<aenfuaecen- {ne~èëb n kcya{gc2Yab en Lcfnayb< Neaubyc DHT- 3111&

HCYTAF- Ectae C&Hnynfkacfeb c s~cmaecen<c ta{ëb n{uycuáhakc n kbgpnuauatc&*Uyce& Lbëb Dnyynayc In|nyyc en [b~|c!& Yab en Lcfnayb< S~cmauqgcy`- 3119&

L^YCF- L&G&- HYQFC- Dycf` G&Kbfuybmn ec s~cmaecen<kbfknaub{- pbmçuakc{ ndamb{bdac en S~cmaecen& [ëb _c~mb< GkHycx'Jamm- 3113- tbm& 3

L^YCF- L&G&&L~ycf fc Maenycfèc pnmc S~cmaecen ~g h~ac pcyc nznk~uatb{& Uyce~èëb Lbëb Gãyab K{ammch- 9&ne& [ëb _c~mb- 311;&

RRRR&C ja{ubyq bd gcfchafh dby s~cmauq<ujn ntbm~uabf- uynfe{- cfe d~u~yn eaynkuabf{

bd gcfchafh dby s~cmauq& Gamxc~`nn- Xa{kbf{af< C[SK- 311>&

7/31/2019 A Comunicação na perspectiva dos autores da Qualidade Total

http://slidepdf.com/reader/full/a-comunicacao-na-perspectiva-dos-autores-da-qualidade-total 13/13

AFUNYKBG ‛ [bkanecen Iyc{amnayc en N{u~eb{ Afunyea{kapmafcyn{ ec Kbg~fakcèëb

ZZT Kbfhyn{{b Iyc{amnayb en Kaìfkac{ ec Kbg~fakcèëb ‛ [cmtceby"IC ‛ 3 c > [nu 9??9

3 Uycicmjb cpyn{nfuceb fb F_?> ‛ Fükmnb en _n{s~a{c Ynmcèþn{ _üimakc{ n Kbg~fakcèëb Byhcfa|ckabfcm-ZZT Kbfhyn{{b Cf~cm ng Kaìfkac ec Kbg~fakcèëb- [cmtceby"IC- ?5 n ?>& {nungiyb&9??9&

YNHB- Dycfka{kb Hc~eìfkab Ubys~cub eb&Kbg~fakcèëb ngpyn{cyacm"kbg~fakcèëb

af{uau~kabfcm<kbfknaub{- n{uycuáhac{- {a{ungc{- n{uy~u~yc- pmcfnlcgnfub n uákfakc{

[ëb _c~mb< [~gg~{- 31:4&

[CFUB[- Dycfka{kb Cycülb&S~cmaecen fc{ byhcfa|cèþn{<~gc yndmnzëb ja{uûyakb'k~mu~ycm& __HC"^DYH[- 3115 *gagnb!&

[KJNY@NFICKJ- Xammacg X& B kcgafjb en Engafh pcyc c s~cmaecen npybe~uataecen&Uyce~èëb en Gcyac Kmcyc Dbyin{ @fnn{n- 4¬ ynagpyn{{ëb- Yab en

Lcfnayb< S~cmauqgcy` Ne&- 3115&

[AGÞN[- Ybinyub _byub&Ynmcèþn{ püimakc{<d~fèëb pbmçuakc& ;&ne& [ëb _c~mb< [~gg~{-

311>&