A Case for Tqm in Hr

Running Head: A CASE FOR TOTAL QUALITY MANAGEMENT IN HUMAN 1

RESOURCES

A Case for Total Quality Management in Human Resources

A CASE FOR TOTAL QUALITY MANAGEMENT IN HUMAN RESOURCES 2

Abstract

Human resource management is a particularly challenging role, both domestically and

globally. This challenge can be viewed either as an opportunity or as a threat. From the

perspective of opportunity, the principles and practices of total quality can help human

resource professionals transform mediocrity into organizational excellence. Whereas the

traditional nature and scope of responsibility for most human resource professionals has

been that of staff support geared to administrative compliance, the total quality approach

offered here reveals the keys to developing and sustaining commitment to world-class

performance. These keys include strategic input and continual improvement of the human

resource system to enhance internal and external customer satisfaction both now and in

the future. The full meaning of these new total quality role demands is explored in light

of the driving forces reshaping the HR environment into the 21st Century.

A CASE FOR TOTAL QUALITY MANAGEMENT IN HUMAN RESOURCES 3

A Case for Total Quality Management in Human Resources

The historical scope of responsibility for human resources has been typically a

support function with the responsibility of enforcing compliance and rule enforcing in

many organizations. The total quality management concept to managing human

resources redefines the line managerial and employee roles and presupposes new

responsibilities to the traditional human resources function. These new responsibilities

include strategic advice and continual development of human resources systems to

increase customer satisfaction both now and into the future. The full breadth of forces

driving this reshaping of the...