HRD and Management for TQM


Manmath Nath Samantaray
Doddappa Appa Institute of MBA
Sharnbasveshwar College Campus, Gulbarga-585 103
E-mail: /


Quality has become the buzzword in every walk of life. Slackness in maintaining quality has proved to result in definite failure. Quality is a key to achieve excellence in management which includes functions such as finance, human resource, materials and scheduling. Conventional management system focused on each of these identities independently. Modern management insisted on higher effectiveness. Hence strategies such as Total Quality Management were introduced. Total Quality management is a management philosophy where every individual in an organization is motivated to work towards a common vision, in an ideal environment, continuously improving their performance, resulting in better business opportunities.

The role of human beings at work has changed as business and technology have changed over the years. Prior to the industrial revolution, skilled people had a major stake in the quality of the products produced and they were motivated by pride in their work as well as the need for survival. Humans are the main factor for achieving quality in the work place by which it will lead to produce quality products to satisfy customers. That is why there are assumptions made by many management and quality gurus about the human in achieving quality such as:

  • people are part of process
  • No organization can survive with out good people, people who are improving.
  • Businesses are beginning to learn that to satisfy customers, they must first satisfy employees.
  • The human resource is only one that competitors cannot copy and the only one that can synergize.

Management for TQM

HRM seeks to build and maintain an environment for quality excellence to better enable the work force to achieve the company's quality and operational performance objectives. In TQ organizations, HRM units develop policies and procedures to ensure that employees can perform multiple roles, improvise when necessary and direct themselves towards continuous improvement of both product quality and customer service. The people structure has been changed to achieve quality in work place.

Designing High Performance work Teams: For achieving this, organizations need to concentrate on work design. Job enlargement, job rotation and job enrichment which refers to organize formal and informal work units, reduced fragmentation of jobs, individual workers learn several tasks and workers are given more authority, responsibility and autonomy.

Employee Involvement: Any activity by which employees participate in work-related decisions and improvement activities with the objectives of tapping the creative energies of all employees and improving their motivation. Activities includes sharing of information, providing input on work related issues, making suggestions and self directed responsibilities.

Suggestion systems: Easiest way to involve employees on an individual basis. An employee suggestion system is a management tool for the submission, evaluation and implementation of an employees idea to save cost, increase quality or improve other elements of work such as safety.

Empowerment:   Giving people authority to make decisions based on what they feel is right, have control over their work, take risks and learn from mistakes.

Training & Education: Companies spend heavily in training and education. Employees need to understand the goal of customer satisfaction to be given the training and responsibility to achieve this goal and to feel that they do indeed make a difference.

Team-work and Co-operation: A team is a small number of people with complementary skills, who are committed to a common purpose, set of performance goals and an approach for which they hold themselves mutually accountable. Following teams can be encouraged in an organization to achieve TQ.

a. Quality Circles
b. Problem Solving Teams
c. Management teams
d. Work teams
e. Project teams
f. Virtual teams

Compensation and Recognition: It refers to all aspect of pay & reward, including promotions, bonuses and recognition, either monetary or non-monetary and individual or group.

Health, Safety and Employee Support Services: All employees are key stakeholders of any organization, their health; safety and well-being are important factors in the work environment. They can provide personal & career counseling, career development and employability services, recreational & cultural activities, special leave for non-work related responsibility or community services and etc.

Recruitment: Meeting and exceeding customer expectations begins with hiring the right people whose skills and attitudes will support and enhance the organizations objectives.

a. Ability to remain calm under stressful conditions.
b. Optimism, initiative & a people-orientation
c. The ability to listen well
d. An orientation towards analysis and prevention
e. The ability to solve problems.

Performance Appraisal: Performance Appraisals are most effective when they are based on the objectives of the work teams that support the organization. A 360 degree feedback approach has to be implemented for the employees so that performance management can be effective.


There are various factors that contribute to the success of quality management practices but human factor is very important in the implementation of any process or principle. If it is missing then there will be reduction in efficiency in implementation. At last it can be concluded that Quality is a Journey, not a destination .


1. L.Suganthi & A.A. Samuel, Total Quality Management, PHI Publishing
2. K. Shridhar Bhatt, Total Quality Management, HPH
3. Dr. D.D. Sharma, Total Quality Managemnt, Sultan Chand & Co
4. Prof. Su Mi Park Dahlgaard & Prof. Jens Jörn Dahlgaard, Project assignment: "TQM in Motorola" in Linköping, Dec 2004

Manmath Nath Samantaray
Doddappa Appa Institute of MBA
Sharnbasveshwar College Campus, Gulbarga-585 103
E-mail: /

Source: E-mail February 19, 2006


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