Sideways communication

This type of communication is important because it breaks down barriers between departments. It also allows dealing with customers and suppliers in a more professional manner.

References:

1. Dale H Besterfield et al, Total Quality Management, Pearson Education.
2. Stephen R. Covey et al, First Thing First, Simon & Schuster.
3. V. Jayakumar et al, Total Quality Management, Lakshmi Publications.
4. Besterfiled, Dale H., Quality control, Prentice Hall.
5. Bossert, James L., Quality Function Deployment: A Practioners Approach, ASQ Quality Press.
6. Camp, Robert C., Bench Marking: The Search for Industry Best Practices that Lead to Superior Practice, ASQ Quality Press.
7. http://www.iSixSigma.com

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