Measurable Quality Objectives of the Corporate Communication Department

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Measurable Quality Objectives of the Corporate Communication Department

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arin_2323
Inactive Registered Visitor Registration Date: May 2007 Location: India Age: 35 Measurable Quality Objectives of the Corporate Communication Department

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We are planning to include our corporate communication department in the next cycle of Surveillance audit. We are an e commerce company ITES provider. We allso develop packages and sell them to the market. The major three functions of the corporate communication is to develop brands by the floowing: 1. Publishing ad in newspapers, billboards, hoardings, mags and other media (excluding the public media like television) 2.Publishing of marketing collaterals like pamphlets,posters, printed stationeries etc. 3. Conducting media conference and interviews.

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magnitude of all the three topics are decided by the top management as far as the branding and budgeting is concerned. The quarterly marketing plan and budgeting is entirely decided by topmanagement. Please help me come up with atleast 3 quality objectives. The main three focus areas of my organization's quality policy are: A. Enable our customers to achieve reach. B.Enable our customers & bidders to achieve transparency of processes. C.Enable our customers to achieve efficiency.

Please help me out. Cheers Arindam

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5th September 2007, 11:23 AM

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BradM
Super Moderator Registration Date: Sep 2006 Location: Arlington,Texas

Re: Measurable Quality objectives of the corporate communication department

Hello, Arindam! Good to hear from you again. Interesting topic and question.

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Here's my opinion: I understand your purpose and that the expenditures are handled by top management. Hopefully they are using some type of linear programming function to maximize the exposure. Saying, there is so much money, so many people impacted, minimal amounts on this and that, etc. that can be maximized for effect. While the expenditures are outside your level of authority, that does not make them irrelevant to your query and purpose. Basically, how top management spends the funds will dictate the quality objectives. Where they market and the corresponding customers will state what Strategy management is pursuing. The quality objectives should reinforce the management strategy. For example, if your management has a low cost high volume strategy and you are formulating high cost/customized quality objectives, there will be problems. As far as including them in a surveillance audit, what are you going to be auditing against? What would you be assuring they are in compliance with? I'm not sure how to assist on this angle. __________________ "we're all mad here. I'm mad. You're mad." "How do you know I'm mad?" said Alice. "You must be," said the Cat, "or you wouldn't have come here." Alice in Wonderland

Thanks to BradM for your informative Post and/or Attachment!

arin_2323
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5th September 2007, 11:32 AM

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Jim Wynne
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Re: Measurable Quality objectives of the corporate communication department Quote: Originally Posted by arin_2323 Dear All, We are planning to include our corporate communication department in the next cycle of Surveillance audit. We are an e commerce company ITES provider. We allso develop packages and sell them to the market. The major three functions of the corporate communication is to develop brands by the floowing: 1. Publishing ad in newspapers, billboards, hoardings, mags and other media (excluding the public media like television) 2.Publishing of marketing collaterals like pamphlets,posters, printed stationeries etc. 3. Conducting media conference and interviews.

magnitude of all the three topics are decided by the top management as far as the branding and budgeting is concerned. The quarterly marketing plan and budgeting is entirely decided by topmanagement. Please help me come up with atleast 3 quality objectives. The main three focus areas of my organization's quality policy are:

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A. Enable our customers to achieve reach. B.Enable our customers & bidders to achieve transparency of processes. C.Enable our customers to achieve efficiency.

Please help me out. Cheers Arindam

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As I've said before, if you're not sure what to measure it most likely means that the requirements aren't clear. As a third party to all of this (top management and the marketing department being the other two), there's no way for you to be able to determine what to measure if the measurement requirements aren't implicit in the requirements. Start by asking people who develop the processes what it is they expect the processes to accomplish. The expectations should be measurable, and if they're not, or if there is too much subjectivity involved in making the measurements, you need to go back to the beginning. __________________ Too much time is spent worrying about how to count things, and not enough in understanding what counts.

Thank You to Jim Wynne for your informative Post and/or Attachment!

arin_2323, Helmut Jilling

6th September 2007, 06:20 PM #4 Posts: 1,026 Thanks Given to Others: 371 Thanked 253 Times in 183 Posts Karma Power: 153 Karma: 5112

vanputten
Dirk Registration Date: Jun 2004 Location: California, USA

Re: Measurable Quality objectives of the corporate communication department

What does the Corp. Communication Department think are good goals for themselves?
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Regards, Dirk

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6th September 2007, 06:36 PM

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Stijloor
Cross Forum Moderator Links that Elsmar Cove visitors will find useful in your quest for knowledge: Howard's International Quality Services Atul's Symphony Technologies Marcelo Antunes' SQR Consulting Registration Date: May 2003 Location: Charlotte, North Carolina. Age: 64 Re: Measurable Quality objectives of the corporate communication department

Simple process: What do your internal customers want from you? What do your external customers want from you? Can you describe this in terms that are measureable? (Objective) What is the variable (preferred) that allows you to determine how well you perform relative to the objectives? (Measurement) 5. Track this over time 6. Analyze trends: Getting better? (You're good!) Not getting better? (Correct!) That's basically it! Keep it simple. People make this way too complex. Good luck! Stijloor. 1. 2. 3. 4.

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Thank You to Stijloor for your informative Post and/or Attachment!

arin_2323, Helmut Jilling

7th September 2007, 07:52 AM #6 Posts: 69 Thanks Given to Others: 18 Thanked 19 Times in 15 Posts Karma Power: 22 Karma: 108

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arin_2323
Inactive Registered Visitor Registration Date: May 2007 Location: India Age: 35 Re: Measurable Quality objectives of the corporate communication department Quote: Originally Posted by BradM Hello, Arindam! Good to hear from you again.

As far as including them in a surveillance audit, what are you going to be auditing against? What would you be assuring they are in compliance with? I'm not sure how to assist on this angle.

Hi Brad, Sorry for replying late. These days i am touring a lot, so a bit irregular to the cove. We are already ISO 9001:2000 certified and with regualr increase in business divisions / functions we are plugging in the new division / function (s) into the system. Corp Comm is a new addition and it has started functioning about 6 months back. To my understanding corp comm. is having the main activity of promoting the brand, and no individual department is it's customer. The organization is it's customer as a whole. Well it is reaching to the mass as end product. But for example say if the corp. comm works in the direction of erection of a billboard ..then how they are going to measure that what no. of prospective customers actually reading that ad and coming to know about our company brand? Although I have formally adviced them to introduce a point in the customer feedback format about how did the customer came to know about our company, still i feel , this objective is not fullproof as the corp comm department does not have any control over target viewers, because all of their activities are more of a broadcasting kind of communication, where tracking of data becomes quite difficult. Hoping to hear something more from your all. Cheers Arindam

7th September 2007, 08:03 AM

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arin_2323
Inactive Registered Visitor Registration Date: May 2007 Location: India Age: 35

Re: Measurable Quality objectives of the corporate communication department

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Quote: Originally Posted by Jim Wynne As I've said before, if you're not sure what to measure it most likely means that the requirements aren't clear. As a third party to all of this (top management and the marketing department being the other two), there's no way for you to be able to determine what to measure if the measurement requirements aren't implicit in the requirements. Start by asking people who develop the processes what it is they expect the processes to accomplish. The expectations should be measurable, and if they're not, or if there is too much subjectivity involved in making the measurements, you need to go back to the beginning.

Fully agreed Jim!!!! I have worked hard with the departmental head and staffs. They say their main objective is to build the brand image....and the ultimate goal being increase in customer base , business tunover and increasing the spread and geography of the business. But if we consider the goals mentioned above are objectives for corp comm, then isn't there a conflict of interest between this department and the business development team? Had I been the top management representative ( ) I would have strongly suggested merger of these two divisions.As both are working towards the same set of objectives...but alas!!!! I am not the member of board of directors!!! Cheers Arindam

7th September 2007, 08:09 AM

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arin_2323
Inactive Registered Visitor Registration Date: May 2007 Location: India Age: 35 Re: Measurable Quality objectives of the corporate communication department Quote: Originally Posted by Stijloor Simple process:

What do your internal customers want from you? What do your external customers want from you? Can you describe this in terms that are measureable? (Objective) What is the variable (preferred) that allows you to determine how well you perform relative to the objectives? (Measurement) 5. Track this over time 6. Analyze trends: Getting better? (You're good!) Not getting better? (Correct!)
That's basically it! Keep it simple. People make this way too complex. Good luck! Stijloor.

1. 2. 3. 4.

Can you give me some real life similar kind of example please? Cheers Arindam

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