Costs of poor quality “are huge, but the amounts are not known with precision. In most companies, the accounting system provides only a minority of the information needed to quantify this cost of poor quality Juran (1992)
Listening : the ability to hear and understand what the speaker is saying.
Writing : Communicating by using the written word so that others can understand the intended message.
Talking : Speaking, using words and terminology that others can comprehend.
Reading : the ability to look at and comprehend the written word.
Nonverbal communication : Tone and inflection of voice, facial expressions, posture, and eye contact. Nonverbal communication can contradict the message conveyed through another method of communication.
The balanced scorecard Adapted from Kaplan, R. and Norton, D. (1992) Reprinted by permission of Harvard Business Review from ‘Thebalanced scorecard – measures that drive performance’, Harvard Business Review , January–February, 71–79.