Ch 14 TQM and HRM PDF

SUMMARY CHAPTER 14 Total quality and Human Resource Management Total quality is a people-focused management system that aims at continual increase in customer satisfaction at continually low cost. Total Quality Management is a continuous process of improvement for individuals, groups of people and...

SUMMARY CHAPTER 14 Total quality and Human Resource Management Total quality is a people-focused management system that aims at continual increase in customer satisfaction at continually low cost. Total Quality Management is a continuous process of improvement for individuals, groups of people and the total organization. Principles of TQM be customer focused, ensure total employee involvement, process entered, integrate system, strategic and systematic approach, continual improvement, factbased decision making and timely communication. The forces which shape human resource management towards TQM are- economic liberalization, opening of Indian economy globally, priority to private sectors, global competition, customer needs, diversity and mobility, IT revolution leaders challenged to become effective strategic partners in creating world-class work cultures. In TQM, HR plans need to integrate with Strategic plans. Four types of human resource role came- strategic high profile as change agent, strategic low-profile role as hidden persuader, operation high profile role as internal contractor and operation low profile role as facilitator. HRM actively involve themselves in various activities such as- prepare and synthesize reports from other organizations having experience in TQM, assist with choices about TQM approach to adopt, identify and utilize internal sources of expertise, review current practices, behavior and attitude and alter to fit with TQM approach, shape, organization structure, culture to sustain TQM etc. Total quality HR strategy managers facilitate introduction and adoption of TQM by various activities. Total quality HR strategy managers maintain and reinforce TQM by being actively involved in various activities by selecting right candidates with social skills, technological expertise and ethics to support TQM, upgrade quality awareness, recognize and reward achievements, training in quality management tools, techniques and procedures, redesigning appraisal system, preparing special news- letters on TQM etc. Total quality HR strategy mangers review TQM implementation progress by annual TQM report, assess TQM infrastructure effectiveness, periodic employee ethical climate and attitude surveys, benchmarking effectiveness, facilitating ISO 9000, identifying and removing barriers and conducting HR and ethics audits. Total quality HR strategy mangers review their own activities by various self-review total quality activities. _________________________________________________________________________ Internal