Total Quality Management & HRM

1. Total Quality Management & HRM

2. TQM • Focus on Quality • Quality Problems are System Problems • defective materials • poor product design • management errors • Employees blamed for Quality that is beyond their control

3. Control Chart • Tool to diagnose problems • Tells us when data not normally distributed • Gives us a way to think about reducing variation

4. Focus on Customer Satisfaction • Organizational culture fits customer satisfaction • System oriented towards satisfaction • Continuous improvement

5. Culture Difficult to Instill • Cumulative perception of organization • Based on consistent management action • Perceptions by employees, vendors, customers

6. Deming’s Culture of Customer Satisfaction • Constancy of purpose for improvement • Cease dependence on mass inspection • Don’t award contracts on price tag • Institute training • Leadership not Supervision • Drive out Fear • Eliminate Quotas

7. Elements of Culture • Quality Information for Improvement, Not Judgement • Authority = Responsibility • Rewards for Results • Equitable Compensation • Employees have Ownership • Cooperation not Competition • Job Security

8. Implications for HRM Training: • train, train, train

9. Selection • downplays selection • emphasizes culture in selection

10. Performance Appraisal • Above individual level • Should be seen as problem solving

11. Labor Unions • Encourage Union Involvement

12. Summary • TQM believes in system not individuals • System involves HRM • Affects Compensation, Training, Selection, Performance Appraisal, & Labor