QUALITY HRM FACTORS Noor Azman Ali , PhD Universiti Putra Malaysia

1. QUALITY HRM FACTORS Noor Azman Ali, PhD Universiti Putra Malaysia

2. QUALITY HRM FACTORS IN TQM An Empirical Investigation on HR-TQM Relationships in Education Defining terms: TQM -An approach to improving the effectiveness and efficiency of business as a whole Critical success factors (CSFs) - indicates the importance of the concept to ensure the success of any particular process or project Software - mainly the human resource aspects in TQM Hardware - especially the tools and techniques in TQM

3. QUALITY HRM FACTORS IN TQM An Empirical Investigation on HR-TQM Relationships in Education HR-related CSFs Visionary leadership leaders are responsible for developing and communicating the company vision, and then building organization-wide commitment in the people in order to achieve the specified goals particularly on quality initiatives. Customer- focus orientation organisations involved in quality initiatives should believe that business operations would improve by satisfying customers’ needs and requirements as one of the main element of quality management principles. Effective communication ensures employees’ clear understanding about the organization’s programme, and is also useful to overcome barriers to changes leading towards the quality improvement.

4. QUALITY HRM FACTORS IN TQM An Empirical Investigation on HR-TQM Relationships in Education HR-related CSFs (cont’d) Congruent objectives common objectives of organisational members to improve quality and productivity, maximise resource utilisation (or total cost and capacity management), and at the same time, be sure of customer satisfaction. Staff selection and deployment screening for ‘rightsizing’ and ‘ability-job-fit’ technique involves analysing a unit’s or department’s personnel needs based on its long-term quality objectives, and the overall company needs. Competent staff employees who perform an excellent job as expected, and they need to have the knowledge, skills and capabilities relevant to the tasks specified which are critical to provide competitive quality services.

5. QUALITY HRM FACTORS IN TQM An Empirical Investigation on HR-TQM Relationships in Education HR-related CSFs (cont’d) Teamwork spirit everyone in an organisation is personally managing and continuously improving their own process, and working together in teams to improve their overall services to the customer. Rewards and motivation organisations to develop formal systems to encourage, track, and reward employee involvement and achievements to maintain a high level of employee motivation towards excellent performance.

6. QUALITY HRM FACTORS IN TQM An Empirical Investigation on HR-TQM Relationships in Education HR-related CSFs (cont’d) Training and education HR development and management examine the key elements to develop and realise the full potential of their workforce in pursuing the quality and excellent performance objectives. Creativity and innovation making meaningful changes to improve programmes, services, and processes, and creates new value (value proposition) for sustainable customers and stakeholders relationships.

7. QUALITY HRM FACTORS IN TQM Q-HRM Framework HR Related CSFs in Quality Initiatives Successful Quality Initiative as Excellent (MBNQA, 2003) Visionary leadership Customer focus Orientation Customer satisfaction Results Effective communication Congruent Objectives Stakeholder-focused results Staff selection and deployment Employee Satisfaction Results Competent Staff Teamwork Spirit Budgetary and Financial Results Rewards and Motivation Organisational performance Training and Education Innovation and creativity

8. CONCLUSIONS • Generally, in service environment, serious • emphasis on quality HRM is crucial to • ensure successful quality management • Especially on customer satisfaction

9. THANK YOU