Glossary
Agency Quality Glossary by Dr. Florian Bresler, Munich
The glossary by Dr. Florian Bresler puts the central terms of agency quality in context. Every entry names its source and leads to related articles.
Glossary
ISO 9001, TQM or EFQM: What Suits a Communication Agency?
Three quality models compared: what they achieve, where they reach their limits in service firms and why leadership makes the difference.
- Quality models
- Leadership
Glossary
Enablers: Which Factors Create Quality in an Agency
Leadership efficiency, employee quality, communication strategy and resource integration: how the EFQM thinking model is translated for agencies and which factor carries.
- Quality models
- Leadership
Glossary
Client Satisfaction: What Clients Actually Rate
Trust and reputation rather than returns: what 209 clients report about a completed project and how satisfaction can be surveyed with little effort.
- Client satisfaction
- Measurement
Glossary
Leadership as a Quality Factor: What the Agency Head Achieves
Participation, presence, identification: why the agency head ranks far ahead of all other factors in the study and what follows from it.
- Leadership
- Quality models
Glossary
Measuring Agency Quality: From Perception to Metric
From the preliminary study to the structural equation model: how the dissertation measures agency quality, what means do not reveal and how the principle can be scaled down.
- Measurement
- Quality models
Glossary
Briefing Quality: How to Measure a Good Briefing
Three measures against which a briefing can be checked, derived from findings on service quality, client participation and measuring success.
- Briefing & pitch
- Measurement
Glossary
Pitch Quality: How Clients Can Recognize It in Advance
Leadership, the team's ability to hold a conversation and the success measure as checkpoints in the pitch, derived from the judgments of 209 clients.
- Briefing & pitch
Glossary
Knowledge Management in Agencies: What It Contributes to Quality
Highest mean, no significant relationship: what the survey of 209 clients shows about knowledge management in agencies and how the study interprets it.
- Quality models
Glossary
Project Review: How Agencies Learn from Completed Projects
The learning loop of the model, what the study proposes for regular sessions and how a short review after a project can be derived from it.
- Measurement
- Quality models
Glossary
Agency-Client Interface: Where Quality Arises or Gets Lost
Where quality arises at the seam between agency and client, what the survey shows about participation and involvement, and what can be derived from it.
- Leadership
- Briefing & pitch