Total Quality Management

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Total Quality Management HRM
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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

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Control Chart

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

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Focus on Customer Satisfaction

• Organizational culture fits customer satisfaction
• System oriented towards satisfaction
• Continuous improvement

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Culture Difficult to Instill

• Cumulative perception of organization
• Based on consistent management action
• Perceptions by employees, vendors, customers

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Demings Culture of Customer Satisfaction

• Constancy of purpose for improvement
• Cease dependence on mass inspection
• Dont award contracts on price tag
• Institute training
• Leadership not Supervision
• Drive out Fear
• Eliminate Quotas

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Elements of Culture

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

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Implications for HRM

• Training
• train, train, train

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Selection

• downplays selection
• emphasizes culture in selection

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Performance Appraisal

• Above individual level
• Should be seen as problem solving

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Labor Unions

• Encourage Union Involvement

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Summary

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