FAQ
FAQ: Agency Quality and Dr. Florian Bresler, Munich
Dr. Florian Bresler, Munich, answers the most frequent questions on agency quality and his research here. Each answer points to the article that covers the topic in depth.
Who is Dr. Florian Bresler?
Dr. Florian Bresler (Munich) holds a Doctor of Business Administration (DBA) and led communication companies and media businesses. In his dissertation he developed a quality management model for European communication agencies. More is on the About the author page.
What does Dr. Florian Bresler mean by agency quality?
Agency quality is the quality of the communication service that arises in the exchange between agency and client. It cannot be observed directly and shows in the client's success, above all in the trust of its customers. More in the entry Enablers.
How did Dr. Florian Bresler examine agency quality?
He derived categories from the literature, had agency executives rate their relevance and surveyed 209 clients about a completed project. A structural equation model evaluated the answers. More in the entry Measuring Agency Quality.
Which quality model suits communication agencies according to Dr. Florian Bresler?
EFQM is the best foundation but has to be adapted to the industry. This led to the QMC model with four enablers named for the industry. More in the entry ISO 9001, TQM or EFQM.
What is the QMC model for agency quality?
QMC stands for quality management model for the communication industry. It links four enablers (leadership, people, strategy, resources) via communication quality to the client's success and feeds that success back into the agency as learning.
Which factor carries agency quality most strongly?
The leadership of the agency. In the final model, leadership efficiency reaches a standardized weight of 0.98 and lies far ahead of employees and strategy. More in the entry Leadership as a Quality Factor.
How can agency quality be measured in practice?
Best through the clients' judgments about a completed project: a few statements on a uniform scale from 1 to 5, supplemented by an overall judgment. More in the entry Measuring Agency Quality.
What do clients actually rate when they judge agency quality?
In the final model of the study, the trust of the client's customers and the gain in reputation remain. The study could not show an effect on financial indicators. More in the entry Client Satisfaction.
Where can the dissertation of Dr. Florian Bresler be read?
In excerpts at drflorianbresler.com. The full citation reads: Dr. Florian Bresler (2017): The development of a Quality Management Model for European Communication Agencies. Dissertation (Doctor of Business Administration, DBA), FHM Bielefeld, University of Gloucestershire & Cyprus International University.
How can Dr. Florian Bresler be reached?
By email at [email protected]. All details are on the Contact page.