Professional Documents
Culture Documents
Exicutive summary
Human resource management and total quality management having been identified as
�new� approaches have attracted a great deal of practitioners� interest. Total
quality management has become a frequently used term in discussions concerning
quality. The term used for today�s new concept of quality is total quality
management or TQM. TQM is considered to be an important management philosophy,
which supports the organizations in their efforts to obtain satisfied customers. A
fundamental aspect of the soft dimensions of TQM is Human Resource Management
(HRM). Human resource management is responsible for how people are treated in
organizations. It is responsible for bringing people into the organization, helping
them perform their work, compensating them for their labors, and solving problems
that arise. The TQM approach brings changes in the attitudes and expectations of
the managers about the roles of human resource managers. TQM can avoid the dangers
of demotivating people but care should be taken to ensure that TQM does not also
became a recipe in which certain visible techniques replace the substance of
customer focus, team work and decision-making. This paper outlines the basic
principles of Total Quality Management. The main idea is to establish a
relationship between Human Resource Management and Total Quality Management and the
role of the human resource department to an implementation of total quality
management.
Chapter 1
INTRODUCTION
Generally, one can conclude that after the analysis of the formerly introduced
factors, many businesses face with similar problems, questions: how shall we adapt
and operate effective change processes? Many of them believe that the change of the
formal organization will lead to success; also they tend to link it with new
company missions, new image and the supporting strategies, trainings, or new
payment-systems. The key of success relies in the harmonization of human behavior,
responsibilities, and tasks on one hand, and processes on the other hand. When we
speak about change-management (and not about crisis-management, where rapid and
overall changes have life-saving power), instead of radical changes, it is more
resulting to introduce incremental changes, where the following 7 factors should be
taken on consideration:
a). Customer Orientation :- TQM aims at satisfying the customers� requirement which
never remain constant, but keep on changing with the change in time, environments,
circumstances, needs, fashion etc. Thus meeting the changed environments of
customers is a continuous goal of the producer.
For more than 13 years (mostly since the declaration of the Structural Adjustment
Programme in 1991-1992), organizations in India have come under mounting pressure
to boost their business performance, measure themselves against world class
standards and direct their efforts on the customers. To abet this process,
organizations have embraced an assortment of approaches or philosophies. One of
such approaches is total quality management (TQM). TQM is an encompassing
management approach whose principal tenets are to satisfy (internal and external)
customer needs through strategies of employee empowerment and performance
measurement (Milakovich, 1991; Garrity, 1993; Barzelay, 1992; Keehley, 1992).
People are at the vanguard of TQM (Dale et al., 1997; Schlenker, 1998; Poonawalla,
1999). No matter how sophisticated the quality strategy of the organization is, it
will not pass with excellence unless people are earnestly concerned and committed
to it. The role of HR professionals revolutionizes under the quality management
systems because of changing expectations of stakeholder with regard to human
resource management (HRM) responsibilities. At the outset, they have to act upon
one of the most arduous tasks, i.e. to bring psychological transition in people
(Shiba et al., 1993). Implementation of TQM requires re-engineering of
manufacturing processes and products (a part of BPR), adoption of Just-In-Time
(JIT), benchmarking with world class companies, production at zero defect level,
and above all, yielding continuous improvement in activities and processes through
team spirit. Espousing these practices require employees to awfully change their
working approaches they have gone along with for years. In this context, HR
professionals have to play a critical role in managing the psychological
transition, motivating and enlivening people to achieve total quality. Second, the
total quality approach contends for a more proactive people-focused approach in
which HR professionals adopt total quality to become strategic partners in
improvement and business planning. The ?ourishing companies have used TQM to put
the specter of Taylorism behind them, recognizing that TQM could provide a holistic
approach (Macdonald, 1995). In nutshell, they have to align total quality human
resource strategic management with business strategic management (Petrik and Furr,
1995; Oakland and Oakland, 2001). Integrating HR strategy and strategic planning is
fundamental to achieving business excellence (Kanji, 1995). Third, they should act
as internal consultants to other departments in the organization as members of
cross-functional teams so that individual business units are billed directly for
personal services they use (Kandula, 1997). Fourth, they must endeavor to unlock
the potential of employees and utilize them to productive activities. Ordinary
people can be made to do extra ordinary things by involving them in the TQM
practice (John, 2002). Fifth, HR must play a key role in building an organization�s
TQM culture. In some organizations, HR managers champion TQM by sponsoring
educational initiatives, communicating successes and bringing in outside
consultants to redesign work processes. Other HR departments take a more direct,
hands-on role in implementing TQM, training employees in leadership and team
building. Several recipients of the Baldrige National Quality Award have HR
departments that revolutionized policies for selecting, training, evaluating and
rewarding employees in a way that supports TQM strategies (Blackburn and Rosen,
1995).
HR in TQM Philosophy
There is a common tie among the basic elements of the TQM philosophy: the human
being, the human factor, as the main figure of the realization of the changing and
developing processes is the Man. When researchers and experts of the field usually
speak about TQM, they tend to emphasis the technical importance of TQM. However,
the personal side is very important; usually there is no real word about it in the
analisations! TQM links effectively the technical and human factors, human
resources, and this second factor is the essence of success of Total Quality
Management, although many organizations do not realize at the beginning, only in
the proceeding phases as they usually focus on the technical elements.
Total Quality Management (TQM) is now widely recognised as one of the major
innovations in management practice over the last decade. For the most part,
however, the principal contributions to the analysis of TQM and its operation have
come from people in the Operations Management area (for example, Oakland, 1989,
Dale & Plunkett, 1990, Dale, 1994). Arguably, this has led to a preoccupation with
the so-called �hard� production-orientated aspects of TQM as opposed to its
�softer� Human Resource Management (HRM) characteristics. This means that less
attention has been focused on people-management issues such as appropriate
supervisory styles, compensation/payment systems, teamwork, industrial relations
and the implications for different managerial functions. Ishikawa (1985) referred
to TQM as a �thought revolution� in management. Similarly Oakland (1989) has
described it as a �new way of managing� and has claimed that after the industrial
revolution and computing revolution of yesteryear �we are now without doubt in the
midst of a quality revolution�. However, whilst TQM has been much talked up by
gurus/consultants and indeed practitioners promoting their companies, there is
growing evidence of its spreading influence if not of its effectiveness. For
example, a British Institute of Management survey analysing the future of middle
managers found 60% of managers and employers saying it was being implemented.
Almost half of corporate respondents and over one-third of individual managers
agreed that of the suggested techniques and managerial changes, the biggest impact
on the future would be TQM (Wheatley, 1991). A subsequent Institute of Management
survey reported that 71% of respondents claimed they had a Quality Management
Campaign, and a further 11% were planning to introduce one. The phenomenon is a
recent one with only 10% having a campaign dating back more than five years
(Wilkinson, Redman & Snape, 1993). Yet there is increasing evidence that TQM has
not fulfilled its promise (see recent surveys and reports eg Kearney, 1992, Miller,
1992, Cruise, O�Brien & Voss, 1992, The Economist Intelligence Unit, 1992,
Wilkinson et al, 1993). Furthermore many of the problems arising appear to have
been those relating to Human Resource (HR) issues such as management style,
attitudes and culture. One possible explanation for this is that TQM has developed
from a quality assurance ideology and consequently focuses on the �hard� measurable
aspects such as costs and production/operation performance to the relative neglect
of the so- called �soft� aspects. Thus the limitations of TQM can be at least
partially attributed to the neglect of human resource policies in the organisation
and a failure to align the HR policies with TQM to ensure integration. These
critical �soft� issues are apparent from most reports and research yet remain
relatively unexplored in comparison with the use of quality management tools and
techniques and quality systems (Wilkinson, 1992). In recent years, TQM has been
taken up by a number of HR writers who have seen it as an opportunity for the
function to play a strategic role. Until recently the personnel profession appears
to have been slow to see the implications for the function. This may have been
because they saw it as refashioned quality circles (with which they had negative
experience) or more likely because it was seen as essentially quality
control/assurance and consequently regarded as a job for operations managers
(Wilkinson, Marchington, Ackers & Goodman, 1992). However, the past few years has
seen both a shift in emphasis to human resource issues within the quality area and
the growing interest of personnel specialists. The former reflects two factors.
First, a shift from quality assurance to TQM with a consequent greater emphasis
being placed on issues such as employee involvement. Second, growing evidence which
suggests that TQM has major problems in the so-called soft areas (Plowman, 1990,
Kearney, 1992, Cruise O�Brien & Voss, 1992) and in particular culture, involvement
and communication. According to Cruise O�Brien and Voss: Quality depends on broad
based employee involvement and commitment. New and innovative human resource
policies were reported by managers in a number of organisations, but these were not
often related to quality. . . . Divorce of human resources from quality, except in
name, could seriously retard the spread of quality through the firm. This would
appear to present the personnel function with a window of opportunity, even if it
has little involvement from the start of TQM. In this sense, the shift of focus to
human resource issues may not have come about at the behest of the personnel people
but because others have recognised a need for their involvement, albeit at a late
stage. Thus, a number of writers have begun to identify the opportunities which TQM
might offer for the function. Giles and Williams argue that �Quality has high
personnel content. It gives strategic importance to policies and processes that
personnel managers have traditionally considered to be their own patch� and thus
�quality management is pure strategy on a plate waiting for some personnel input�
PRINCIPLES OF TQM
Total Quality Management (TQM) is an approach that seeks to improve quality and
performance which will meet or exceed customer expectations. This can be achieved
by integrating all quality-related functions and processes throughout the
organization. TQM uses strategy, data, and effective communications to integrate
the quality discipline into the culture and activities of the organization.
Different organizations have different approaches to implement Total Quality
Management. The following principles are common to all the organizations which must
be adhered for the successful TQM implementation.
A. Customer oriented: Total Quality means complying with customer requirements i.e.
both internal and external customers, and quality oriented management will need to
meet customer requirements. Different customers would be having different needs,
preferences and expectations. Customer expectations for a design or specifications
must be transformed in order that the organization may adapt these expectations to
activities required for production. Design and specifications are equally
important. An organization may provide the right design quality, a product which
customers would want to buy but could lose out by not having the right
specifications required. Similarly, a product providing the right specifications
only may not meet customer design requirements.
B. Total employee involvement: All employees in the organization should participate
in working towards the common goals. Total employee commitment and responsibility
towards work can only be obtained after fear has been driven from the workplace,
when empowerment has occurred, and management has provided the proper environment.
The involvement of the employees in the organization will deliver high performance
work systems and integrate continuous improvement efforts with normal business
operations.
Lack of customer focus: Most strategic plans of organizations do not focus on the
customer needs. They tend to concentrate much on profitoriented objectives within a
given time frame. A little market research is done to ascertain the product or
service performance in the market relative to its quality, as such surveys are
regarded as costly by the organizations and thus little concern is shown to quality
improvement for consumer satisfaction.
Lack of proper planning: The absence of a sound strategic plan has often
contributed to ineffective quality improvement. It is observed that a large number
of organizations are either unable or unwilling to plan effectively for quality
improvement. Poor planning and specifications lead to a project that costs more,
takes longer to complete, and causes more frustration than it should. Companies
using TQM should always strive towards impressing upon the management the need to
spend money and time on planning. If management took reasonable time to plan
projects thoroughly the quality can be achieved.
Deficiency of cultural dynamism: Every organization has its own unique way of
doing things. This is defined in terms of culture of the organization. The
processes, the philosophy, the procedures and the traditions define how the
employees and management contribute to the achievement of goals and meeting of
organizational objectives. Indeed, sticking to organizational culture is integral
in delivery of the mission of the organization. However, culture has to be reviewed
and for that matter re-adjustments have to be done in tune with the prevailing
economic, political, social and technological realities so as to improve on
efficiency. In adequate cultural dynamism has made total quality implementation
difficult because most of the top level management of many organizations are rigid
in their ways of doing things.
FRAMEWORK TO MEET THE CHALLENGES OF HRM IN IMPLEMENTING TQM A Framework to meet the
challenges associated with human resource management in implementing TQM is as
STRATEGIC ROLE OF HRM IN IMPLEMENTING TQM
To implement TQM in the organization it needs support from the top management and
all staff members. The first thing which the HR department should realise from the
outset is that TQM is a long-term business strategy. The role of the HR manager in
improving quality can be considerable as it is a primary internal change. In
developing TQM the management should make a commitment to measure the performance
of a product relative to its quality through customer surveys, which can help
managers to identify design, manufacturing or any other process that has a bearing
on the quality of a product or service, and therefore provide an opportunity for
continuous improvement.
Employee Involvement
The HR department has to initiate that each and every employee involve in TQM
activity. It is very important that the employee understands the quality
requirements of his job and the customer. This is possible provided his involvement
in the job is very high and he is a very committed and empowered employee. HR has
to facilitate the culture of team work either in the form of quality circles,
quality teams, task force, suggestion schemes or any such others innovative
employee involvement schemes for TQM activity. Employees are more likely to show
commitment when jobs are meaningful and involve significant responsibility and
where employees are able to get direct feedback on their performance. TQM emphasis
on flexibility and teamwork may also require a move away from detailed fixed job
descriptions.
The HR manager has to place much emphasis on giving rewards and recognizing the
employees who perform well. The manager of the organization has to communicate
regularly with employees about the developmental opportunities being offered. They
serve as a means of worker recognition, which the company has to take seriously.
Recognition of individual employees and teams publicly for their accomplishments,
providing financial incentives or gifts or awards for excellence performance beyond
normal duties, and seniority recognition programs would help in achieving the
quality in the management of an organization.
The HR manager should have good leadership quality while implementing the TQM in
any organization. The top management should also show commitment towards the
application of quality standards and techniques. The top management�s job has to
take the responsibility and organize all the employees to maintain the quality in
the organization and motivate them in providing quality goods and services. The HR
manager has to continuously monitor the process of quality improvement and fully
committed towards the customer expectations. The management should take certain
initiatives such as proper training facilities, compensation and rewards,
performance appraisals, proper communication during the implementation of TQM.
Performance Appraisal
Many organizations consider ISO 9000 certification as the first step in the
implementation process of TQM. The ISO 9000 series certification can be defined as
the starting point for entering the competition; the ongoing journey towards TQM
must deliver the competitive advantage. A documented quality system as part of a
TQM strategy can contribute to TQM by managing the organization�s processes in a
consistent manner. When an organization maintains the ISO certified standards, it
means it delivers quality products or services according to the customer needs and
expectations.
Customers are an economic asset. Customer satisfaction plays a central role in the
company�s TQM. The implementation of quality management in any organization
requires listening to the customers and trying to satisfy their needs. The emphasis
on customer satisfaction or customerdriven quality is considered by many gurus and
writers as a major success of the quality management effort. A strategic concept,
customer satisfaction is concerned with such achievements as customer retention and
market penetration. The main aim of the HR manager should be to retain the customer
and this is possible when the customer wants are satisfied.
The HR department can use several statistical quality control tools and techniques
in achieving quality management in the organization. Statistical process control is
one of the cornerstones of the model for TQM developed by the European Centre for
Total Quality Management. Statistical Process Control is not only a tool kit; it is
a strategy for reducing variability, part of never-ending improvement. The aim of
statistical process control and control charts is first to achieve a stable process
and then to reduce successively process variation. By using these tools the manager
can maintain quality in managing the organization.
Need of Study
Purpose � The main objectives of the present research were to: look at the
strategic role-played by the HR professionals at various stages of TQM
implementation; identify precisely how do they operate as internal consultants;
study the interface between HRD and other departments to support TQM; and uncover
various human resources challenges associated with TQM implementation in the sample
organization.
The study ?nds out that the HR professionals helped out the top management in
aligning HR and quality policies; formulating quality friendly policies, systems
and procedures; crafting and communicating the TQM mission and vision; generating
quality awareness among employees; get organized the organization as well as
employees for TQM implementation; developing managerial support to quality action
plans (QAPs); organizing quality workshops and TQM training programs; and shifting
the conventional mind-set of employees, etc. in the sample organization. They act
as internal consultants to other departments in quality matters. Implementation of
TQM in the company has engendered a number of HR challenges for instance,
motivating knowledge workers, mobilizing key managerial personnel, obtaining
employees satisfaction, overcoming communication barriers, resolving problems
associated with PSU trappings and vastness of the organization, etc
Literature review
Many authors and researchers now concede that effective people management and
development is one of the primary means to achieving total quality. Such as,
Caudron (1993) from his research project found that human resources system often
get in the way of cultural change that is one of the goals of TQM. Organization
needs to align human resource systems with quality goals. To achieve this end, the
author suggests different methods like: communicating about quality through the HR
Department; communicating information about quality efforts work best when done in
a small group setting in which it can be personalized; training offered should
focus on building quality skills with equal attention paid to behavioral skills and
quality tools need for change in performance-management systems; and recognition.
Another survey was conducted by Caudron (1993a, b) on human resource practices in
companies that have won Baldrige Award. The result suggests that human resources
must partner with other departments in the organization to support TQM effectively.
Options include, using human resource representatives as internal consultants to
other departments, as members of cross-functional teams, or restructuring the whole
department so that individual business units are billed directly for personal
services they use. The human resources� role in total quality in municipal
governments was examined by Anonymous (1993). The study exposes as quality pervaded
the city hall, most governments moved toward strategic planning and goal-setting
using quality teams. Schonberger�s (1994) study found that the conventional HRM
practices con?ict with TQM and should be changed. In terms of people and their
roles, things that need to shift are: to make process improvement part of
everyone�s job (not just a management/specialist responsibility); for managers to
evolve into facilitators; and use of multifunctional teams instead of single teams.
In terms of Human Resource Department, the shift needed are: letting line people
handle most personnel functions; shrink the number of job classi?cations; focus on
training for everyone; and spend less time on employee relations and wage/classi?
cation issues. One HRM-TQM survey carried out which was responded by HR managers in
245 companies. Survey participants reported on how well their HR departments have
implemented seven TQM principles. The responses provide a good barometer of how TQM
has changed the internal operations of HR departments. Most HR departments in the
sample had adopted the TQM philosophy of viewing other departments as customers,
but few have translated that philosophy into speci?c actions. Less than one-third
of respondents had embraced the other TQM principles. Dividing the sample according
to overall organizational commitment to TQM revealed a strong, positive
relationship between organization-wide commitment and implementing TQM principles
within HR. The HR departments with the most signi?cant progress in implementation
of TQM principles were in companies with strong TQM commitments (Adapted from
Blackburn and Rosen, 1995). Dansky and Brannon (1996) investigated the relationship
between TQM and HR effectiveness in home health agencies and found an af?rmative
relationship between the two. Partha (1997) investigated the rami?cations of TQM
and the role that HRD department has to play when a company embarks upon TQM. He
found that the TQM approach emphasizes planned changes through human resources,
hence the HRD professionals are the ideal resource persons to start with. An
earlier study which
How HR professionals drive TQM 469 comprised 20 new technology-based small-medium
enterprises (NTBFs) found that majority of respondent companies had no strategic
approach to HRM. Another research conducted in French hospitals accentuates
recommendations to follow so that TQM well ?t with human resources managers in
hospitals (Escolan, 2000). Oakland and Oakland (2001) highlight some of the main
people management activities currently being undertaken in the sample award winning
companies.ThecoreHRactivitiesinclude:effectivecommunication,teamwork,planned
training and development, strategic alignment of HRM policies, employee
empowerment, and continuous improvement. Vouzas (2004) investigated the status of
the quality improvement efforts in selected industrial organizations in Greece and
analyzedthe �Hrelements� relatedtotheseefforts. The study of
HRfunction in Greek industrial organizations has been seriously neglected for years
and the role of the personnel professionals in quality improvement efforts has been
overlooked.
Chapter 2
Aim and objectives of study
Aim
The overall aim is to study the challenges, role and the aspects of the human
resource department tasks in regard to an implementation of total quality
management in an organization. Certain recommendations are made for implementing
TQM in any organization.
The main objectives of the present research were to: look at the strategic role-
played by the HR professionals at various stages of TQM implementation; identify
precisely how do they operate as internal consultants; study the interface between
HRD and other departments to support TQM; and uncover various human resources
challenges associated with TQM implementation in the sample organization.
Research objectives The main objectives of the present research were: . to examine
the strategic role played by the Human Resource Professionals at different stages
of TQM implementation in the sample organization; . to identify precisely how do
they function as internal consultants; . to study the interface between HRD and
other departments to support TQM; and . to uncover various human resource
challenges associated with TQM implementation in the organization.
Chapter 3
RESEARCH METHODOLOGY
RESEARCH DESIGN
Every article that was retrieved though the search process was carefully reviewed
before making a decision regarding its inclusion in the survey. We classified each
article using a single category for a each diversity characteristics.
LIMITATIONS OF STUDY
1) All the functions are only related with the personnel dept.
2) Limitation about the working hour of the worker in the factory.
3) Limitation about the time & absenteeism.
4) Company not allowing to disclose confidential information.
5) Time factor was the major limitation of this survey.
RECOMMENDATIONS
During the implementation of TQM the HR manager has to act as a democratic leader.
The HR department should try to achieve the quality based on the customer
expectations, and at the same time the employees interest also. The managers should
adopt situational leadership style as well as humanistic approach for leading the
employees to achieve the organization goals. Based on the several case studies the
following are few recommendations for HR department while implementing the TQM
policies:
1. The HR department can create awareness about TQM by arranging workshops,
seminars and conducting training classes.
2. The managers should focus on the succession and contingency plans.
3. Create a clear and concise recruitment and selection policy.
4. Develop and implement policies and activities consistent with the culture.
5. Emphasis on customer satisfaction or customer-driven quality should be made.
6. Ensure that the quality improvement process is consistent with the other human
resource activities.
7. Maintain employer-employee relationships that contribute to satisfactory
productivity, motivation and morale.
8. Rewards and recognition is one of the best tools to motivate employees and
achieve quality.
9. Flow of Communication should be from top to down that will help in making
conducive atmosphere within the organization.
10. Establish a senior HR council and executive operating committee.
11. Develop a leadership programme that ensures that the change clearly includes
the top management.
12. Maintain the quality control techniques and ensure it is quality accredited
system.
CONCLUSION
The theoretical analysis reveals the implications there are in building a quality
culture. The analyze implies that building a quality culture would require a
matching human resource strategy, which would involve the human resource
management, the organizations way of working as well as the human resource policies
and practices. There are certain studies which reveal the different roles of the
human resource management and shows that the implementation of total quality
management has posed quite a lot of human resource challenges to human resource
employees such as, motivating knowledge workers, obtaining employees satisfaction,
overcoming communication barriers, solving problems associated with vastness of the
organization. A successful TQM program is unique, and it should motivate middle
management to focus on long-term strategies rather than short-term goals. From the
above study it is clear that to implement TQM in the organization it needs support
from the top management and all staff members. Different organizations can adopt
different approaches to implement Total Quality Management. By adopting certain
strategies the HR manager can overcome the barriers while implementing the TQM in
an organization.
BIBLIOGRAPHY
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