2. Total Quality Management & HRM

3. 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

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

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

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

7. 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

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

9. Implications for HRM Training: –train, train, train

10. Selection –downplays selection –emphasizes culture in selection

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

12. Labor Unions Encourage Union Involvement

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