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
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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