Total Quality Management & HRM TQM Focus on Quality Quality Problems are System Problems –defective materials –poor product design –management errors.

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Presentation transcript:

Total Quality Management & HRM

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

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

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

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

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

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

Implications for HRM Training: –train, train, train

Selection –downplays selection –emphasizes culture in selection

Performance Appraisal Above individual level Should be seen as problem solving

Labor Unions Encourage Union Involvement

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

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