In the service industry, the success or failure of the organisation
depends on how they fulfill consumers needs and wants. The main purpose of this study is to determine the impact human resource management on total quality management. This study in an assessment of the purpose used deductive approach in which qualitative and quantitative surveys were carried out on the employees and patients in the U.I.T.H. The survey was intended to get their responses on what they feel about the quality of services they get from the hospital. In this light, the study sets to identify the perception of employees and patients about the implementation of TQ by H!. " sample si#e of $%% respondents comprising both in and outpatients was chosen from whom information to measure their perception about services quality in the UITH as a result of impact of human resource management on total quality management were captured. &imilarly, a sample of '% staffers of the institution was also selected to elicit data on the views of employees towards the implementation of total quality management through human resource management. " biased sample of one hundred patients, i.e. fifty in and out patients was selected until the desired sample si#e is reached depending on the condition and disposition of the patients. (hile fifty staffers were randomly selected from the staff population. &imple random sampling involves selecting cases )staffers* until the desired sample si#e is reached. 1 The result of the study indicates that there is a positive linear relationship between se+ of patients has effect on their perception towards the quality of service received. The co,efficient of correlation)r-%.%./* is wea0. Though, the relationship is wea0 but it is positive, H! on Total Quality anagement raises the level service received by patient variance is being e+plained only $1 )r 2 - %.%$%*, though significant at 3 %.%'. The analysis from the empirical findings showed that irrespective of cadre of the employee, it does not affect their perception about the impact of H! on TQ. It was also discovered that the area of specialty of employee had effect on their perception on the impact H! has on TQ. 4atients, irrespective of their status i.e. inpatients or outpatients has no effect on how they perceive the impact of H! on TQ. ost patients agree to the fact that service quality has improved in the hospital when compared to previous years before the implementation of TQ through H!. It was also discovered that the mortality rate had drastically reduced when comparing mortality rates from previous years to rates obtainable since the implementation of TQ through H!. 5rom the analysis of the survey results, some recommendations for University of Ilorin Teaching Hospital &ervice Improvement program will be made to help the organi#ation manage its brand better and to sustain and improve the quality of its services. 2 TABLE OF CONTENTS CONTENTS PAGE Title page i 6ertification ii 7edication iii "c0nowledgement iv "bstract v Table of contents vi CHAPTER ONE INTRODUCTION $.$ 8ac0ground of the study $ $.2 &tatement of the problem ' $.9 :b;ectives of the study < $.= >ustification of the study < $.' Hypotheses of the study ? $.< &ignificance of the study / $.? &cope of the study . $./ @imitation of the study $$ $.. &tudy 4lan $= CHAPTER TWO 16 LITERATURE REVIEW 16 3 2.% Introduction $< 2.$ "n :verview of Total Quality anagement $< 2.2 Human !esource anagement in Aarious :rganisations 2$ 2.9 The H! 7epartment in Total Quality anagement 2? 2.= Theoretical 5ramewor0 99 2.' 6onceptual 5ramewor0 9/ CHAPTER THREE RESEARCH METHODOLOGY 9.$ &tudy "rea =2 9.2 7escription of !esearch 4opulation =2 9.9 7escription of !esearch &le and &ling Technique =9 9.= !esearch Instrument =9 9.=.$ Interviews == 9.=.2 Questionnaire == 9.' !eliability and Aalidity of Instrument =' 9.< ethod of 7ata 6ollection =< 9.? &tudy Aariables and easurements =? 9./ 7ata 4rocessing and "nalysis =? CHAPTER FOUR DATA PRESENTATION ANALYSIS AND DISCUSSION OF FINDINGS =.$ Introduction =. =.2 7escriptive "nalysis =. 4 =.2.$ 7escriptive "nalysis of Bmployees !esponses =. =.2.2 7escriptive "nalysis of 4atients !esponses =. =.9 Qualitative "nalysis of H! &trategies in "chieving TQ6arried out in the UITH'< =.= Quantitative "nalysis </ =.=.$ Quantitative "nalysis of !esponses from Bmployees </ =.=.2 Quantitative "nalysis of !esponses from patients ?2 CHAPTER FIVE SUMMARY, CONCLUSION AND RECOMMENDATIONS '.$ &ummary ?= '.2 6onclusion ?< '.9 !ecommendation ?? !B5B!BC6B& /% "44BC7ID 5 CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY The concept of quality has e+isted for many years, though its meaning has changed and evolved over time. In the early twentieth century, quality management meant inspecting products to ensure that they met specifications. In the $.=%s, during (orld (ar II, quality became more statistical in nature. &tatistical sampling techniques were used to evaluate quality, and quality control charts were used to monitor the production process. In the $.<%s, with the help of so,called Equality gurus,E the concept too0 on a broader meaning. Quality began to be viewed as something that encompassed the entire organi#ation, not only the production process. &ince all functional were responsible for product quality and all shared the costs of poor quality, quality was seen as a concept that affected the entire organi#ation. 6 (il0inson )2%%/*, the meaning of quality for businesses changed dramatically in the late $.?%s. 8efore then, quality was still viewed as something that needed to be inspected and corrected. However, in the $.?%s and $./%s many U.&. industries lost mar0et share to foreign competition for e+amples in the auto industry, manufacturers such as Toyota and Honda became ma;or players. In the consumer goods mar0et, companies such as Toshiba and &ony led the way. These foreign competitors were producing lower,priced products with considerably higher quality. The term used for todayFs new concept of quality is total quality management or TQ. Gou can see that the old concept is reactive, designed to correct quality problems after they occur. Bmployees in a service organi#ation and particularly, those who have frequent contacts with the customer usually serve as representatives of both the organi#ation and their products or services to the customer at contact point. The quality of the service and the satisfaction the customer may derive will be an assessment of the entire service e+perience. Bmployees who are empowered in an organi#ation can either portray a positive or negative picture to the customers. 6onsidering that, a satisfied customer and employee are of important value to the organi#ationH it therefore, becomes the duty of the management to put in place a system that 7 would ultimately generate either satisfaction, or dissatisfaction from their customers and employees. &ince the employees have a ma;or role to play in determining, whether a customer would en;oy the e+perience or turn to their competitors for better solutions. This according to 8aruch )$../*, forces organi#ations to re,thin0 their strategyI because as Jeithaml )2%%<* points out, companies today recogni#e that they can compete more effectively by distinguishing themselves with respect to service quality and improved customer satisfaction. 7evelopments in clinical procedures, technologies, laws have called for hospitals to search for new strategies and structures. 7ecreasing mar0ets, increasing demands, and changed customer attitudes, regulations, as well as the growing global competition in recent years, ma0e up the causes of change in the mar0ets hospitals are competing on. 4roduct and service quality are ran0ed high, private and public companies providing quality certificates and total quality management deriving from this development. (il0inson )$../*. :thers have e+pressed the quality development as the end of mass and the start of a new production paradigm, based upon fle+ible speciali#ation 4iore and &abel ) $./=*. In view of the prevailing trend, increased service quality and a higher degree of liability towards customers no longer remain a mere 8 possibility but are essential if mar0et shares are to be retained and further developed. "ccording to :a0land )$..9*, quality management is driven by the competitive environment and is universal for all types of organi#ationsKI Whatever type of organizations you are working in a hospital, universities, bank, insurance company, airline company, students, or whatever company you are working in competition is common: Competition among customers, resources etc. Very few organizations do not see uality as a most important element in the battle for competitive advantages.! The management interest in quality is not new but using quality as a 0ey element in the battle for competitive advantages is of recent date. :a0land )$./.* claims that after the industrial revolution, and the computer revolution in the beginning of the $./%s, we are now in the midst of a quality revolution. &urveys conducted by various organi#ations have revealed an increase in quality movements. These include the movement best 0nown as total quality managementH this has been widely ac0nowledged as a ma;or innovation in management theory. The approach to or the philosophy of total quality management is, however, not obvious. Bven 7eming ac0nowledged that he did not 0now what it meant precisely 8o;e )$..9*. There are a number of reasons for this ambiguity. 9 The first problem is to define the concept quality. &econdly, the large variation in activities, practice, and techniques renders it hard to define what total quality management really means. Lnutton )$..=* claims that even though the introduction of total quality management may be similar in different organi#ations, organi#ations may well have very different ways of wor0ing with total quality management. 1.2 STATEMENT OF THE RESEARCH PROBLEM (hen service interaction are not properly controlled and handled, or not even handled at all, the outcome is poor perception or service quality and customer dissatisfaction, Hence the need for properly managed total quality management frame. Hence what role has human resource management to play in the implementation of total quality management and improving the service quality in the university of Ilorin teaching hospitalM $. (hat are the perceptions of employees towards the impact of human resources management on total quality management in the hospitalM 2. (hat are the perceptions of patients towards the impact of human resources management on total quality management in the hospitalM 9. (hat are the perception of patients towards the quality of services they receive in the hospital as compared to the before the implementation of TQM 10 =. Have the human resources management strategies implemented in the hospital led to improvement in service delivery in the hospitalM '. (hat strategic role did the human resource management play in the implementationM 1.3 OBJECTIVES OF THE STUDY The aim of this research is to ascertain the e+tent to which total quality management has being attained through human resource management in the University of Ilorin Teaching Hospital. The specific ob;ectives of the study are toK $. To determine the importance of Total quality management in University of Ilorin teaching hospital. 2. To e+amine the impact of human resources management on employee through the use of Total quality management. 9. To study the role play by human resource management in the implementation of TQ. =. To investigate the impact of TQ on patients in University of Ilorin Teaching hospital. '. To ma0e suggestion on Human resources management patterns with the view of improving employees performance. 1.4 JUSTIFICATION FOR THE STUDY 11 The research wor0 focused on the impact of human resources management on total quality management in the university of Ilorin teaching hospital. "lthough :a0land )$..9, p.2,9* defines total quality management as the way for the management to improve effectiveness, fle+ibility, and competitive advantages for the organi#ation as a whole because it complies with the internal and e+ternal customer requirements and the role of human resources in Cigeria hospital. (ith the help of total quality management in University of Ilorin teaching hospital it improves the quality and efficiency of service rendered. 1. HYPOTHESIS OF THE STUDY The University of Ilorin Teaching Hospital is a fully fledged teaching hospital that provides healthcare services to both people within the state and its environs. The hypothesis of the study includesH H ! " "rea of speciali#ation of employees has no effect on perception towards the impact of human resource management on total quality management. H ! " 6adre of employee has no effect on perception towards the impact of human resource management on total quality management. 12 H ! " Cumber of years in service has no effect on perception towards the impact of human resource management on total quality management. H ! " &e+ of employees has no effect on perception towards the impact of human resource management on total quality management. H ! " Type of patient has no effect on their perception towards the quality of service received. H ! " &e+ of patients has no effect on their perception towards the quality of service received. 1.6 SIGNIFICANCE OF STUDY The case study showed how the human resource department had played different roles as facilitator, internal contractor, and hidden persuader at different stages of the implementation of total quality management in the U.I.T.H. They assisted the top management in aligning human resource polices and quality policies, creating and communicating the total quality management concept, preparing the organi#ation as well as the staff for the implementation of total quality management, generating quality awareness among the employees across the levels, functions, and departments, developing management support to quality action teams, organi#ing quality wor0shops, formulating quality friendly policies, systems and procedures, changing the conventional mind set of employees, 13 organi#ing total quality management training programs, devising different communication e+ercises, encouraging team building activities, promoting employee involvement through suggestion schemes, quality circles, and other participative types of forum. This thesis has aimed to contribute to the understanding of the human resource management and implementation aspects of total quality management. ore specifically, the aims were those of analy#ing the data collected and e+amining the perception of both employee and patients towards total quality management and of generating 0nowledge on the human resource management tas0 with regards to an implementation of total quality management. oreover, researchers have been using 1.# SCOPE OF THE STUDY In healthcare institutions, the general offering in a particular industry is averagely similar, even though they may engage in different approaches to achieving a differentiation from the others, to be able to gain more mar0et share and customers in the industry. "ccording to NrOnroos )2%%$*, Pthat almost any health institution can provide an individual with healthcare services, Ebut not every health institution manages to treat customers in a way that they are pleased with.I &ervice providers therefore see0 to 14 differentiate themselves from their rivals by offering customers higher quality of services than their competitors, which ma0es the basis of their competition to be defined by their services. The nature of services as being intangible, heterogeneous, perishable, produced, and consumed at same time ma0es it peculiar to deliver, and challenging to organi#ations to achieve a differentiation from the others. 5ollowing therefore all the qualities of service, and with respect to the health sector, a hospital cannot inspect its services and products to weed out unsatisfactory ones before they are presented to the customer "shis L &en. )2%%/*. Bmployees therefore become the voice and face of the organi#ation, but it is not enough that they are trained to provide quality serviceH the whole system )organi#ation* must be geared towards the attainment of providing quality services at all times. "ccording to @ooy )2%%9* with reference to the specific nature of service delivery, Pempowerment becomes a very important issue to organi#ations producing services.I In that, the customers and the employees are engaged simultaneously in the production of the service. This inseparability is what is considered by the organi#ation in choosing how best to serve its customers. The inability of the management to control the service encounter ma0es the employees responsible for the quality of service delivered to the customers. In order for the management to trust that total 15 quality management is attained, the management has to give the employees the authority and necessary support to succeed, &upport systems must be in place, good management policies, technology, and information must be relevant and timely. In matters concerning health services, patients not only need reassurance on the quality of service received, but also that they are valued for committing their sta0es with a particular health institution. 6ustomers of a health institution rely on the services delivered to them by the hospital whether they are on admission, receiving outpatient consultations, purchasing drugs from the hospitals pharmacy or receiving medical social services, they count on the employees responsible for handling issues relating to them, to deliver high service quality in other to increase their satisfaction. (hen service interaction are not properly controlled and handled, or not even handled at all, the outcome is poor perception or service quality and customer dissatisfaction, Hence the need for properly managed total quality management frame. 1.$ LIMITATION OF THE RESEARCH This research is limited to the activities of one hospitalH this is consequent to the constraint on the duration of this research. This pro;ect will cover the concept of effective use of Total quality management in the University of Ilorin Teaching Hospital. 16 The limitation of this study will includeH limited time available on the part of the researcher to carry out an e+tensive investigation and high cost of acquiring needed material. "nother constraint which serves as limiting factors is the unwillingness of the staffs in the hospital to release the vital information. The research is further delimited to the e+tent and impact of human resources management on the implementation of total quality management. Hence the result of the research cannot be generali#ed to other hospitals. DEFINATION OF TERMS i. T!%&' ()&'*%+ M&,&-./.,%" T!%&' ()&'*%+ M&,&-./.,% 0!1 T(M2 is a management concept coined by (. Bdwards 7eming. The basis of TQ is to reduce the errors produced during the manufacturing or service process, increase customer satisfaction, streamline supply chain management, aim for moderni#ation of equipment and ensure wor0ers have the highest level of training. 5rom (i0ipedia, the free encyclopedia )"pril $., 2%$%*. ii. Quality is one of the most commonly misunderstood words in management. (hat is a high, quality pair of shoes or a high,quality ban0 accountM It is meaningless to ma0e statements about the degree of quality of a product or service without reference to its intended use or purpose. 8allet shoes would obviously have different 17 requirements from those used in mountaineering, but both pairs of shoes may have the same level of quality , they are equally suitable for the purpose for which they were manufactured. Quality can therefore be defined as the e+tent to which a product or service meets the requirements of the customer. 8efore any discussion on quality can ta0e place, it is therefore necessary to be clear about the purpose of the product or service. In other wordsK what are the customerFs requirementsM iii. P&%*.,%3K " patient is any person who receives medical attention, care, or treatment. The person is most often ill or in;ured and in need of treatment by a physician or other health care professional, although one who is visiting a physician for a routine chec0,up may also be viewed as a patient. 5rom (i0ipedia, the free encyclopedia )"pril $., 2%$%*. iv. H!34*%&'" " hospital, in the modern sense of the word, is an institution for healthcare providing patient treatment by speciali#ed staff and equipment, and often, but not always providing for longer,term patient stays. 5rom (i0ipedia, the free encyclopedia )"pril $., 2%$%*. v. H)/&, R.3!)15. M&,&-./.,% H)/&, R.3!)15. M&,&-./.,% is the organi#ational function that deals with issues related to people such as compensation, hiring, performance management, organi#ation 18 development, safety, wellness, benefits, employee motivation, communication, administration, and training. )www.humanresources.about.comQodQglossaryhQfQhrRmanagement.htm *. Human resources management is commonly practiced as a part of the overall organi#ational quality planning and implicitly, intended for internal customer satisfaction, across organi#ational team wor0ing, training and career development, and quality of wor0ing life. vi. O)%4&%*.,%3K " patient who is not an inpatient )not hospitali#ed* but instead is cared for elsewhere ,, as in a doctorFs office, clinic, or day surgery center. The term outpatient dates bac0 at least to $?$'. :utpatient care today is also called ambulatory care. )www.medterms.comQscriptQmainQart.aspMarticle0ey-=?%%* vii. I, 6 P&%*.,%3K "n inpatient on the other hand is EadmittedE to the hospital and stays overnight or for an indeterminate time, usually several days or wee0s )though some cases, li0e coma patients, have been in hospitals for years*.)5rom (i0ipedia, the free encyclopedia*. 1.7 STUDY PLAN This research wor0 is in five chapters, chapter one deals with the bac0ground information of the study, statement of the problem, research questions, ob;ectives of the study, research hypothesis significance of the study scope and limitation of the study, definition of terms and study plan. 19 6hapter Two consists of the literature review, theoretical framewor0 and conceptual framewor0. 6hapter Three is deals with the research methodology, the study area, population of the study, sample and sampling technique, instrumentation, validity and reliability of the instrument, method of data collection, 6hapter 5our deals with data presentation and analysis, qualitative and quantitative analysis. 6hapter 5ive has the summary, conclusions and recommendations.
20 CHAPTER 2 LITERATURE REVIEW 2.1 AN OVERVIEW OF TOTAL (UALITY MANAGEMENT )7ean and 8owen, $..=* have analy#ed the total quality management literature, claiming that the 0ey points of total quality management are those of customer focus, continual improvements, and teamwor0. Bach of these points will be implemented through a number of practices, li0e gathering customer items of information and analy#ing processes by applying specific quality techniques. )!affio, $..9* further includes the involvement of employees as well as management commitmentH as basic principles of total quality management while )Hart and 8ogan, $..2* identify the distinction of total quality management as a penetrating customer oriented approach to managing quantity for competitive advantage. The 8ritish Quality "ssociation )8Q"* has three alternative definitions of total quality management. The first focuses on soft qualitative attributes, containing elements such as customer oriented, cultural as advantage, removal of performance barrier, teamwor0, training and involvement of employees. The second 8Q" definition comprises production aspects such as 21 systematic measuring and control of the wor0, setting standards for performance and the use of statistical procedures to achieve quantity. This definition focuses, contrary to the first, on hard quantitative attributes. " similar definition on total quality management is provided by )&teingard and 5it#gibbons, $..9*. They define total quality management as a set of techniques and procedures which should be used to reduce or eliminate variations in production process. The third 8Q" definition is a mi+ture of the two previous definitions which provide an ac0nowledgement of the scientific as well as the humanistic approaches. :a0land )$..9, p.2,9* defines total quality management as the way for the management to improve effectiveness, fle+ibility, and competitive advantages for the organi#ation as a whole because it complies with the internal and e+ternal customer requirements. He sees the essence of the total quality management concept as a triangle, each corner being a 0ey pointH the management commitment, statistical process control, and teamwor0. In this triangle, the points are connected as a chain but they are also interdependent of one another. &ome have argued that the chain could be bro0en at any of these points by a person or a tool, and therefore fail to meet customer requirements. 8ut according to ) :a0land, $..9*, the internal customer focus throughout the chain builds an internal customer environment which will 22 provide compensation if the chain should brea0. The triangle has management commitment as the height, a position upon which most total quality management theorists would agree. Bven though the e+plicit definition of total quality management is not obvious, there are some basic principles in total quality management ma0ing for a ;oint approach. )Hill and (il0inson, $..'* have identified the principles outlined belowK Customer oriented: Quality means complying with customer requirementsH customers are both internal and e+ternal, and quality oriented management will need to meet customer requirements. 6ustomer orientation does generate throughout the organi#ation a shared aim for all activities while integrating quality in the design as well as in the specifications. 6ustomer e+pectations for a design or specifications must be transformed in order that the organi#ation may adapt these e+pectations to activities required for production. This is accomplished by using a customer perspective because no matter how many productions and vast improvement the organi#ation ma0es, it will be to no avail unless customers are willing to buy the product, based on the idea that a product can do no more than it has been desi gned f or. 7esign and speci f i cat i ons are equal l y i mport ant . "nd i f an organi#ation focuses on one of these only, it will deteriorate. "n organi#ation may provide the 23 right design quality, a product which customers would want to buy , but could lose out by not having the right specifications required. &imilarly, a product providing the right specifications only may not meet customer design requirements. Process oriented: The tas0s or processes in an organi#ation are connected in a series of quality chains wor0ing across the conventional internal functional principles. Bvery process in a quality chain has a customer, beginning with the internal customer in an organi#ation, and continuing to be sub;ected to various stage processes until the product actually reaches the e+ternal customer. In this manner, total quality management attempts, by way of teamwor0 and cooperation, to involve all organi#ation levels in delivering quality to internal customers, and ultimately to e+ternal customers. Continuous I mpr ovement s: To comply with customer requirements involves continuous improvements of products and processes. The most efficient method to create improvement is to let the staff performing the particular wor0 identify and implement the particular improvement in their daily wor0. Bven through continuous improvement involves all staff, this should be viewed from the angle that it is the management that has the responsibility for the development and the change in the organi#ation. !"he role for the employees is to assist#. 24 "o eliminate errors in products or processes and also to give the worker a chance to use the brains and make them contribute to continuous improvements within their organization! $%illrank and 6anoe $./., p.2.*. Improvement Tools: These tools are statistic process control methods, to be used by all staff to simplify processes and process reorgani#ing. Measuring: onitoring the cost of quantity and customer satisfaction denotes a recent effort in total quality managementH it is a supplement to the more traditional way of measuring failure and variations. The cost of quantity is a financial measure of the quality performanceH it may be described as followsK 4reventing e+penses S chec0ing and testing incoming components, inspecting products prior to their leaving the organi#ation, routine inspection maintenanceH failure e+penses waste, scrap, double wor0H Bstimating e+penses S inspection, inspection with vendors, estimate activities. Organization Approach: This includes implementation of groups, commitment to quality, planning of cross functional wor0groups, changing staff role towards a customer oriented role, teamwor0 and an e+tended cooperation with suppliers about continuous quality improvements. The management of the organi#ation needs quality planning as a 25 component in their strategic planning. Those responsible for the political messages in the organi#ation should ma0e sure that the quality concept becomes well 0nown by all staff. 2.2 HUMAN RESOURCES MANAGEMENT IN VARIOUS ORGANISATIONS The human resource management )H!* of an organi#ation is directly or indirectly responsible for the quality of services the employees of an organi#ation render to their customers. They recruit and develop the employees in an organi#ation for the type and quality of services the organi#ation is offering to the consumers. )7evanna, 5ombrum and Tichy, $./=* illustrate, by way of 5igure $. The various tas0s of human resource management. 5ig 2.$ )&ourceK 7evanna, 5ombrum and Tichy, $./=* Human !esource anagement 6ycle &ource Selection : $ 7evanna, 5ombrum and Tichy, $./=* claims, as illustrated by 26 5igure $ that the attempt to develop a quality culture starts with the selection of employees with the appropriate characteristics. Bffective recruitment is consequently important and specific media for advertising and formulations should be selected with a view to hiring staff. !ealistic and precise ;ob adds which would inspire candidates to reflect on their abilities in relation to the particular ;ob while selective methods in the organi#ation should test applicant abilities in problem,solving and teamwor0 )8owen and @awler, $..2*. Industrial !elations !eview and !eport )2%%$* claims that there is ample evidence testifying how organi#ations identify the selection of staff as a 0ey area in total quality management. :n this aspect, )&torey, 2%%%* mentions how some total quality organi#ations used tests in the selection of foremen and hourly,paid wor0ers in order to measure their abilities to thin0 independently, wor0 in teams and in a general spirit of cooperation. "fter the selection and the integration of the new staff in the organi#ation, the human resource cycle will move its focus on to the organi#ations performance as manifested by control, rewards, and development. Performance" &ome theorists have claimed that performance control plays a ma;or role in the development, communication, and measuring of quality standards )7eblieu+, $..$*. However, e+perience has 27 shown that the result of the performance might be unable to reach the targets and would thus frequently degenerate into an empty ritual )&nape, $..=*. 5urther, many authors on total quality management, especially (.B. 7eming, assert that control of the performance does not fit the idea of total quality management )Bvans and @indsay, $...*. (.B 7eming maintains that variations in performance will mainly derive from the wor0 process, and not from the individual employee. Deming: ! &f an employee is told by the manager to cut the plates e'actly (,)*+mm long, and the employee is euipped with nothing but a rip saw, a table, as well as a tape measure, it would not be possible for the employee to cut all the plates e'actly (,)*+mm long. &mprovements in the work process would only be gained i f the management would i nvest in an electrical saw, a cutting table, and more precise measuring euipment. &t is, however, up to the particular staff member to report whenever the saw blade might, for instance, be worn downI * Improvements should occur through changes of processes rather than through control of the staffH according to 7eming this is the 0ey to develop cooperation teams )Bvans and @indsay, $...*. 7eming argues that it is difficult to gain any 0ind of cooperation if the management focuses on blaming the individual employee as was the case in the 28 traditional control of performance. 7eming further argues that this would generate a wor0 environment of fear in which the staff would rather avoid any form of ris0 while merely concentrating on short,term potential and individual performance S an attitude which would undermine cooperation, creativity, and the committed pattern of behaviour needed to create continuous improvement )Bvans and @indsay, $...*. :thers have asserted that there is a need for a change leading away from the traditional and individual control of performance towards a more process,oriented and teamwor0,measuring type of performance to be manifested in the total quality management wor0 )Nlover, $..9*. (estern management has, however, generally demonstrated a disli0e of the removal of control with regard to performance. Bven in organi#ations which had implemented total quality management, such organi#ations have frequently done so alongside their e+isting control system )8owen and @awler, $..2*. &everal authors claim that something should be done about the control sheets to ma0e these more effective, a proposal aiming to remove the traditional hierarchical structure and to involve employees further down the organi#ation in control of the performance. In total quality management seeing the customer, e+ternal or internal, as the highest instance in control of performance, it would seem logic to include the customer. This could also support the collaboration between the 29 various teams, suppliers, and customers, and develop a more open and positive organi#ation. Development: Training and development are recogni#ed by most theorists as being essential in an implementation of total quality management. The literature of total quality management also focuses intensively on management training in quality tools and techniques. Reards: $8owen and @awler, $..2* claim that total quality management removes the traditional career ladder because of the flat fle+ible structure within the organi#ation. Total qual i t y management sets, on the other hand, the cross functional e+perience as a reward. " 0ey element in the cycle is that of rewards in order to retain and motivate the staff, especially in wor0 areas facing ma;or competition. In the attempt to hold on to employees, rewards such as cash may play an important role. In the literature of total quality management, the sub;ect of rewards such as cash is, however, controversial. There is, however, a general agreement that result,based output systems may destroy staff commitment and motivation towards quality improvements. 4articularly 7eming is against rewards such as those of cash. "s mentioned above, he asserts that it is the very recognition that quality wor0s that is the reward. &ome total quality management theorists have argued that the road towards developing a quality culture goes through public recognition in the 30 organi#ation and mention of the use of a reward system as a method to generate successful performance or results. &uch a system could either involve recognition or a reward such as cash in order to gain public recognition among the other employees. :ther authors, however, assume an attitude of doubting any such proposition but ac0nowledge that rewards and recognition may be used as part of an implementation of total quality management if the management be aware that rewards and recognition will not be sufficient to build a quality culture. "ccording to )7rummond and 6hell, $..2*, the staff might presume that they would increase their wages owing to their increased liability, and that they would also receive a part of the financial gain thus created. If this is not reali#ed, the organi#ation might ris0 staff disillusion with total quality management. )(al0er, 2%%2* claims that total quality management will regularly fail after 9 to ' years after the implementation because the staff will lose interest in the pri#es , the recognition, and because of their e+pectations of a financial reward due to their contribution to the quality improvements. This is indeed a controversial area. Implementation of total quality management will most li0ely require a search for new ways of dealing with this area. )8owen and @awler, 2%%2* argues that the trend is moving towards a group,oriented recognition aiming to support the team, as well as 31 a s0ill, based reward targeting an increase in individual s0ills. This is more in line with total quality management and could be a means of support for or a substitution of the more traditional rewards and recognition. 2.3 THE HR DEPARTMENT IN TOTAL (UALITY MANAGEMENT "s for the importance of the human resource tas0s in the implementation of total quality management, it is relevant to ascertain which tas0s human resource employees would be assigned in this conte+t. They are e+pected to be involved in the design and in the implementation of the new human resource policies as a matter of necessity to support the change. &uch policies seem li0e critical symbols of the change so the human resources department contribution is one of the significant areas of total quality management. The human resource department hasH however, for a long time been recogni#ed as an ambiguous function the contribution of which to organi#ation aims could be difficult to estimate. Human resource employees may also find it difficult to clearly define their particular e+pertise for generally all managers are concerned about the management of the staff. However, in recent years a stronger profile of the human resource 32 tas0s in the organi#ation has emerged but it does not necessarily lead to a stronger profile of the human resource department, merely because the staff and the management show a higher degree of attention and liability to the tas0s of the human resource department. In fact, some tas0s would be considered too important to leave for human resource department attention in view of the limited attention devoted by human resource staff to the real tas0s of the organi#ation, the lac0 of management faith in the function, as well as its own lac0 of s0illsQcompetences and Q or self,confidence. The research conducted by )(il0inson and archington, $..=* contributes to the understanding of the human resource tas0s in the design and in the implementation of total quality management. Their research of $' organi#ations described four roles adopted by human resource staff in the design and in the implementation of total quality management. 33 They distinguish between four roles having two dimensions, as illustrated in figure 2.2. &trategic @evel @ow 4rofile 6hange "gent Hidden 4ersuader High 4rofile Internal 6ontractor 5acilitator :perational level 5ig 2.2 )&ourceK (il0inson and archington, 2%%=*. The !ole of the Human !esource 5unctionH 5irst, assuming that the human resource department has participated at a strategic or at an operational level. It is a question of the difference between a highly administrative level and a very directly involved level. &econdly, they distinguish between a high profile and a low profile of the human resource department. The high profile is e+tremely visible to the other managers and staff while the low profile will act in a rather more bac0,stage manner. The first role is that of the ,acilitator. It was found in all the studies involving the human resource department in the implementation of total quality management, especially at the operational level. Involving training of the middle management, elaboration of news letters and other communication related tas0s. Bven through this role is seen as essential according to the survey, it really entails no more than routine practice in a human resource 34 department. The second role is that of the &nternal Contractor. This role did involve the human resource department in setting aims and standards for the human resource policies addressing internal customers. In their research, the clearest e+ample was that of a software enterprise. They had set aims for the human resource department services targeting internal customers, evaluating these with internal customers. 5urther, )8owen and @awler, $..2* have offered their version of how the &nternal Contractor role could wor0 in respect of total quality management. "ccording to them, the human resource department should strive to ma0e things right the first time in order to avoid conversion of failure training programs or rewards. There should be e+plicit focus on customer requirements with customer,oriented programs instead of standard programs. This would involve the customers, at the level of middle management or employees, in the specification and design of the product. The implementation of total quality management in the human resource department would also involve empowerment of the department staff. (hile the &nternal Contractor and "he facilitator wor0s at the operational level rather than at the strategic level, the Internal Contractor 0eeps a high profile because of its role of stating and communicating quantity standards to internal customers. The third role is that of the 35 Change -gent who maintains a high profile and wor0s at the strategic level. In e+treme cases, the human resource department may play a ma;or role in the design of the total quality management program, improving its foundation with a view to developing a quantity culture and assist in the control of the program. Total quality management is thus seen as synonymous with an organi#ation change, and the human resource department as a part of the organi#ation which will be best placed to define and lead the process. (here it was widely recogni#ed in the organi#ation that the human resource department did have an important role in the development of total quality management and actually wor0ed as a motivating power in the change. The fourth role is that of the .idden /ersuader. Bntailing that the human resource department will play a strategic role in the beginning of the wor0 with total quality management, for instance as a critical part i ci pant i n management discussion regardi ng the i mpl ement at i on of t ot al qual i t y management. :pposite the Change -gent we find the .idden /ersuader role, not especially visible to middle managers and employees but acting rather as a guide for the management. This view was held by !acal 5acts Cetwor0s managers who opted for using the human resource department because they considered the function as one run by a neutral department which 36 would create an overview of the changing processes and act as a non, partisan part in valuing various interests within the organi#ation. It is hardly surprising that there are a number of pitfalls in these roles. The Change -gent, manifesting the visible and important role, may ris0 the transfer of its entire role to another department if the total quality management program fails. In contrast to this, we have the .idden /ersuader whose only ris0 is one of getting but a small part, if any, of the honour of success, a ris0 also valid for the ,acilitator. The &nternal Contractor carries the obvious ris0 of not achieving the required aims, thus losing the confidence of the other departments. However, a human resource department is not limited to choosing ;ust one of the four roles but could retain several roles. It is thus possible to act as "he ,acilitator during training and promotion of the communication initiatives, while still participating in strategic design of the total quality management, as the .idden /ersuader. To which e+tent the human resource department would ta0e over on one or several roles in an implementation of total quality management is not merely a matter of a decision made by the human resource department. uch will depend on three critical factors. The first factor is that of the e+isting status and style of the departmentH a department which so far has performed only basic staff wor0 will probably not have the 37 necessarily e+pertise and credibility required in order to assume a strategic role in the implementation of total quality management. The second factor is that the human resource department will regularly point to initiatives different from those of the production department, and may thus ris0 being marginali#ed in the organi#ation. The third factor is that of the history of quality management. &ince the previous system,based method applied in quality management is ac0nowledged to have failed, this may in fact offer the department an opportunity to assume a more strategic role. The role of the human resource department does, however, not necessarily have be permanent because of the continuous processes in total quality management which will provide for the human resource department an opportunity of being involved in a large,scale or smaller e+tension over time. The human resource department could, for instance, be highly involved in the design and implementation phaseH subsequently, the department may step Pbac0, stageI, and from this point encourage the organi#ation to demonstrate liability towards quantity. "gain, the human resource department might be periodically involved in process evaluation such as reflected in surveys, analysis, and training. 2.4 THEORETICAL FRAMEWORK Total quality management wor0s with an open management style with 38 a delegation of liability. The aim is to develop a quality culture in which everyone wor0ing in the organi#ation will share a commitment t o cont i nuous improvements in order t o sat i sf y customers. 8ut according to )I4,$..9* research, despite increased attention to the culture issues, still devotes very little attention to the practical day,to,day process of changing the culture of the organi#ation. 5urther, the literature of culture argues about the difficulties involved in changing the culture of an organi#ation ):gbonna, $..9*. )&chein, 2%%=* for instance views culture as something which, according to him, includes three levels as illustrated in 5igure 2.9 5ig 2.9)&ourceK 7evanna, 2%%=*. The atching odel &ource 39 T -rtifacts refer to the visible organi#ation structure and processes. T 0spoused values refer to the strategies, ob;ectives, and philosophies. T 1asic underlying assumptions refer to the unconscious, ta0en,for, granted beliefs, perceptions, thoughts, and feelings. )&chein, $..2* argues that the pattern of basic underlying assumptions may act as a cognitive defense mechanism for individuals or groups, thus ma0ing culture changes difficult, time consuming, and an+iety provo0ing. 6ultures are deep seated, pervasive and comple+ and it may prove an e+tremely difficult e+perience to bring these assumptions to the surface. )&chein $..2* identifies management as a subculture in every organi#ation and argues that the management as an introduction to a change of the organi#ation culture should discuss their own culture to a degree which would ma0e it accessible to identify their subculture, and thus a lean new method to reflect and change their culture, as an unfree#e phase S cognitive restructure phase S refree#e phase of their shared culture before they try to implement the change in the organi#ation culture. )&chein, $..2* method for change is based upon Lurt @ewinUs change theory. T 2nfreezing T Cognitive restructuring 40 T 3efreezing :thers theorists claim that there are separate subcultures and occupational cultures which are influenced by internal and e+ternal factors. This would question the assumption that an organi#ation has one shared culture, and if that culture is relatively simple, it could be changed by the management. Bven assuming that only one shared culture e+ists, it would still be a problem for the management to implement total quality management because the e+isting culture could resist the change, acting as a barrier to the implementation. In a research of $' Bnglish companies, it was analy#ed which method the management had applied to handle the culture in their organi#ations. )(illiams $../, p.9?* has, with reference to the research unfolded, five methods which were commonly applied by the management. $. 6hanging the composition of the members in the organi#ation through selective recruitment and dismissal programs with the aim of getting new colleagues with the correct attitude as well as the technical s0ills and e+perience. This might call for the use of more sophisticated hire techniques such as physical testing, rating center, and bio data. 2. oving colleagues to new functions in order to destroy old subcultures. 9. 4roviding colleague training and role models to achieve the culture required. This would involve middle managers and managers who 41 should act as role models and show personal commitment to the new aim. =. Training colleagues in the new wor0ing method, changing their attitudes towards their tas0s. '. 6hanging the wor0 environment, H! policies, and the management style in general. (ith reference to the survey, it was also mentioned that attempts to manage the culture would frequently be more successful when the changes were caused by critical factors, such as a decline in mar0ets, new competition or financial problems. This would help organi#ation staff reali#e the necessity for the particular change. )&chein*
seems to agree in respect of the arguments about structure, systems and procedures as an important mechanism when dealing with the culture changes but he regards them as secondary in relation toK %eadership:! "his ability to perceive the limitations of one4s own culture and to develop the culture adaptively is the essence and ultimate challenge of leadership.! 0ducation: !"he culture of a group is a pattern of shared assumptions that the group learned as it solved its problems of e'ternal adaptation and internal integration that has worked well enough to be considered valid and, therefore, to be taught to new members as the correct way to 42 perceive, think and fall in relation to those problems. !.3 policies and practice! 0very group must know what its heroic and sinful behaviours are, and must achieve consensus on what is a reward, and what is a punishment.! The literature agues therefore for a more comple+ and comprehensive changing agenda towards an implementation of total quality management, leadership, human resources, and the wor0 environment in general being important elements. 2. CONCEPTUAL FRAMEWORK The human resource management cycle focuses on the individual employee by way of control, rewards, and development efforts in the attempt to create a commitment towards continuous quality improvements. "nother perspective is the focus on improving the system. The essence of these two perspectives is the cause of variation in performance. Table 2.$K Human !esource 4erspective and (. B. 7eming 4erspective 43 )&ourceK (.B. 7eming 2%%=* The human resource management perspective assumes implicitly that organi#ation performance efficiency may be controlled by focusing on the performance of the individual employee. In contrast to this stands the perspective ta0en, we divide organi#ation performance into two categories. The first category in which the variation is brought about by the individual employee S a process which he characteri#es as one of special reasons. The second category in which the variation is due to the organi#ation, a category characteri#ed as one of normal reasons. 7eming argues that the special reasons category includes but a small part in relation to the normal reasons of variation. "ccording to 7eming, attempts to control an organi#ation as in the human resource management perspective will come out as a definite 44 failure because this will ta0e the focus off the normal reasons of variation, and also undermine the staff behaviour of practicing continuous improvements. These perspectives offer two different hypothesesK (hereas one focuses on controlQmanagement of the individual employee, the other focuses on improvements of the organi#ation. 7eming argues, as mentioned above, that the individual reward and individual control will actually undermine the 0ind of staff behaviour which was intended to contribute to continuous improvement. 7eming could have a point in his argument against blaming the individual employee for the variations in the organi#ation, and it is also ac0nowledged that measuring of individual performance might result in staff demorali#ing. However, in recent years there has been increasing interest in combining these two hypotheses. )(aldman, 2%%=* has a theory about performance focusing on staff factors )awareness, s0ills, attitude, and individual motivation* and also on the system factors )wor0 environment restrictions and requirements*. (aldman argues that these factors affect one another, and together they will constitute a determinant for the performance of the organi#ation. This is in agreement with the fact that the human resource policies may support the development of the necessary motivation, behaviour, and competences required for 45 implementation of total quality management. This further implies that the wor0 environment and ;ob design will have an impact on the commitment to continuous improvements by the particular staff member. Customer Perceived Quality System Improvement Human Resource Practices Customer Satisfaction 46 Fig 2.4(Source: Waldman 2004) once!"uali#ed $ar" CHAPTER THREE RESEARCH METHODOLOGY 3.1 STUDY AREA 0UNIVERSITY OF ILORIN TEACHING HOSPITAL2 The University of Ilorin Teaching Hospital is a full fledged teaching hospital that provides healthcare services to both people within the state and its environs. The hospital belongs to the second generation of hospitals in the countryH the hospital came into e+istence on 2 nd of ay $./%. The hospital commenced operations in >uly $./%. The ob;ectives of the hospital areK $. To train medical and paramedical personnel. 2. To deliver health care services. 9. To serve as referral center for other hospitals. =. To conduct research. 3.2 DESCRIPTION OF RESEARCH POPULATION The study was carried out at the university of Ilorin teaching hospital. The organi#ation is made up of medical, paramedical, administrative and other au+iliary staff. This category of employees ma0es up the total population of the organi#ation. The organi#ation has total staff strength of about 5our Thousand employees. Bach category of employee plays an important role in ensuring that quality service is provided at all times. 4atients receiving both medical and other forms of consultations also ma0e up part of 47 the entire patient population si#e. Two ma;or types of patients are attended to in the hospital, i.e. Inpatients and :utpatients. The hospital has a total bed complement of ='<beds. 3.3 DESCRIPTION OF RESEARCH SAMPLE AND SAMPLING TECHNI(UE " sample si#e of $%% respondents comprising both in and outpatients was chosen from whom information to measure their perception about services quality in the UITH as a result of impact of human resource management on total quality management were captured. &imilarly, a sample of '% staffers of the institution was also selected to elicit data on the views of employees towards the implementation of total quality management through human resource management. " biased sample of one hundred and fifty patients, i.e. seventy five in and out patients was selected until the desired sample si#e is reached depending on the condition and disposition of the patients. (hile one hundred and fifty staffers were randomly selected from the staff population. &imple random sampling involves selecting cases )staffers* until the desired sample si#e is reached. 3.4 RESEARCH INSTRUMENT 5or the purpose of this research, two research instruments were used for data collection, face to face interviews and questionnaires. 48 3.4.1 I,%.18*.93 5or the qualitative side we conducted a face to face interview with the Head of personnel and training department, employees and some patients too, on different occasions which can be regarded as a structured interview because we prepared our questions beforehand and wrote down their responses as the interview was carried out. The aim of the interview was to 0now from a managerial and employee and customer perspective what their impression and perception about total quality management is and how they are implementing it in the organi#ation. 3.4.2 ().3%*!,,&*1. 5or the quantitative side as part of the survey, "s part of the primary data collection, we handed out questionnaire to about $'% patients in the hospital. The aim of having the patients participate in the e+ercise was to get an insight of their perspective about their satisfaction with the hospitals services. This is in order for us to compare partly their reflections about customer satisfaction and the practices of total quality management in the hospital. (e also handed out questionnaires to the employees of the hospital, in order to get their opinion about the issue of the impact of human resource management in total quality management, and to what e+tent they feel it is implemented in the hospital. (e handed them the questionnaires and returned within the ne+t 2= hours to collect the responses. This was in order 49 for us to give them enough time to thin0 their answers through before responding. 3. RELIABILITY AND VALIDITY OF INSTRUMENT Basterby,&mith )2%%2* defines reliability as the e+tent to which data collection techniques or analysis procedures will yield consistent findings. The primary ob;ective should be that if a later investigation followed e+actly the same procedures as described by an earlier investigator and conducted the same study all over againH this later investigator should be able to arrive at the same results and conclusions. Thus the study is considered to be highly reliable. However, due to the very nature of human beings $%%1 reliability cannot be considered for this study, as individual perceptions are central in this study. In other words because we are different as individuals and that our preferences and perceptions are different, future investigations may not produce e+actly the same results as reported in this thesis. Conetheless, I believe that the results of this study could be regarded as highly reliable. The research for this thesis could be considered as a field research as it is carried out among people who happen to constitute the wor0 force and customers whose responses I cannot influence in any significant manner. 5urthermore, to ensure both internal and e+ternal validity, the right and relevant questions were as0ed in the survey, the most feasible data collection 50 method used, and the tools used to analy#e the data are also considered to be accurate and produce valid resultsH the overall validity of this thesis is considered to be high. However I would argue that the validity of this thesis is relatively high. 3.6 METHOD OF DATA COLLECTION " total of $%% questionnaires each were prepared and randomly administered among patients. These questionnaires were distributed randomly in order to ensure ma+imum representation of all levels of patients to avoid any possible biases. :ne of the procedures used for data collection in this research wor0 was through the use of questionnaires since it is an effective and systematic way of as0ing questions under scientific control. Interviews were conducted with both top management staff to elicit information about the efforts of the hospital in achieving TQ through H!. In other words, almost all individual characteristics as well as the respective subgroups were covered by the sample. The interviews were performed to gain a deeper 0nowledge of the results received by the questionnaire respondents. The interviews were structured in order to ensure the ob;ectivity of the research, and open,ended questions were used. Quantitative and qualitative aspects may also be combined in the same study. They can complement each other by bringing width and depth into the 51 research. " mi+ of qualitative and quantitative studies gave me the best ideal to forge ahead with the research questions. The combined approaches will be the most meaningful way to probe into the sub;ect and assess the role of human resources management on total quality management in the hospital. The ma;or part of this thesis uses both quantitative and qualitative method, as the aim is focus on gathering information or opinions about the many factors in a systematic manner. 3.# STUDY VARIABLES AND MEASURMENTS The variables used for this study to measure the impact of human resource management on total quality management include the "rea of speciali#ation of employees, 6adre of employee Cumber of years in service, &e+ of employees, @evel of education, Type of patient )inpatient or outpatient*, Bfficiency of H! strategies used and &e+ of patients. "lso the milestones and accomplishments made since the implementation of TQ in the hospital. 3.$ DATA PROCESSING AND ANALYSIS 8oth inferential and descriptive statistics were used to analy#e the data for this research wor0. 7escriptive statistics typically summari#e data to ma0e it easier to interpret, and present in a more manageable form. The interpretation of the results from the survey )questionnaires* will be visuali#ed 52 by mainly pie charts and frequency tables in order to get a clear picture of the responses. The other statistical procedure used in this research wor0 is regression analysis. !egression analysis in statistics includes any techniques for modeling and analy#ing several variables, when the focus is on the relationship between a dependent variable and one or more independent variables. ore specifically, regression analysis helps understand how the typical value of the independent variable changes when any one of the independent variable is varied, while the other independent variables are held fi+ed. The model is given asH G - aVb+ (here y - dependent variable D - independent variable a -intercept b - gradient The qualitative findings will be analy#ed using an inductively,based analytical procedure. This method was chosen as it brings vast benefits when analy#ing large amounts of qualitative data. 53 CHAPTER 4 DATA PRESENTATION AND ANALYSIS 4.1 INTRODUCTION In this chapter, the empirical data collected from the organisation shows the results obtained through conducting interviews and handing out questionnaires. 4.2 DESCRIPTIVE ANALYSIS SATISFACTION LEVEL RESPONSE : OF RESPONSE AB!G &"TI&5IB7 2< <' >U&T :L $9 92.' 7I&&"TI&5IB7 $ 2.' TOTAL 4; 1;; 4.2.1 DESCRPTIVE ANALYSIS OF EMPLOYEES RESPONSES TABLE 4.1" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES ON HOW SATISFIED THEY ARE WORKING IN THE U.I.T.H 54 FIG 4.1" HOW SATISFIED ARE YOU WORKING IN U.I.T.H< TABLE 4.2" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES ON HOW LONG THEY HAVE WORKED IN THE U.I.T.H YEARS IN SERVICE RESPONSE : OF RESPONSE $,' $2 9% <,$% $/ =' $$,$' / 2% $< "8:AB 2 ' TOTAL 4; 1;;: FIG 4.2 HOW LONG HAVE YOU WORKED IN U.I.T.H< 55 TABLE 4.3" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES WHO HAVE BENEFITED FROM TRAININGS SINCE THEY JOINED U.I.T.H FIG 4.3" HAVE YOU BENEFITED FROM ANY TRAINING SINCE YOU JOINED U.I.T.H< TABLE 4.4" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES ON THE EFFECT OF THE TRAINING ANSWER RESPONSES : OF RESPONSE YES 99 /2.' NO ? $?.' TOTAL 4; 1;; 56 FIG 4.4" DID YOUR TRAINING IMPROVE YOUR E=PERTISE< TABLE 4." THE TABLE SHOWING THE RESPONSES OF EMPLOYEES ON THE EFFECTIVENESS OF THE HRM STRATEGIES HRM STRATEGIES VERY EFFECTIVE EFFECTIVE NOT EFFECTIVE TOTAL ON JOB TRAINING 2$ $? 2 4; SEMINARS AND WORKSHOPS $/ 2$ $ 4; JOB ROTATION 2% $/ 2 4; REWARDS AND RECOGNITION $. $. 2 4; TOTAL #$ # # 16; ANSWER RESPONSES : OF RESPONSE YES 9= /' NO = $% CAN>T SAY 2 ' TOTAL 4; 1;; 57 FIG 4." EFFECTIVENESS OF HRM STRATEGIES USED IN U.I.T.H< 4.2.2 DESCRIPTIVE ANALYSIS OF PATIENTS RESPONSES ANALYSIS OF (UESTIONNAIRE ADMINISTERED ON PATIENT D*3%1*?)%.@ ().3%*!, N! !A R.34!,@.,% P.15.,%&-. 0:2 !eturned .< .< Unreturned = = T!%&' 1;; 1;; TABLE4.6" THE TABLE SHOWING THE RESPONSES OF PATIENTS ON THE SATISFACTION OF SERVICES RECEIVED. SATISFACTION RESPONSES : OF RESPONSES E=TREMELY SATISFIED 2/ 2..$? VERY SATISFIED 9< 9?.'% NEUTRAL 22 22..2 58 VERY DISSATISFIED 2 2.%/ E=TREMELY DISSATISFIED / /.99 TOTAL 76 1;; FIG 4.6" HOW SATISFIED ARE YOU WITH THE SERVICES OF THE U.I.T.H< TABLE 4.#" TABLE SHOWING THE RESPONSES OF PATIENTS ON WHETHER THEY WOULD PREFER TO SEEK MEDICAL CARE ELSEWHERE. ANSWER RESPONSES : OF RESPONSES YES =% =$.<? NO 9/ 9..'/ MAYBE $/ $/.?' TOTAL 76 1;; 59 FIG 4.#" WOULD YOU PREFER TO SEEK MEDICAL CARE ELSEWHERE< 4.3 (UALITATIVE ANALYSIS OF HRM STRATEGIES IN ACHIEVING T(M CARRIEDOUT IN THE UITH The roles of the personnel and training division at different stages of the implementation of total quality management in the University of Ilorin Teaching Hospital =.2.$ PB&3. I. E,8*3*!,*,-K The personnel and training division played a central role in creating and communicating the total quality management vision of the company to the effect that the University of Ilorin Teaching Hospital attaches great importance to the quality concept as an integral part of the entire organi#ation and considers quality assurance a decisive parameter for continued growth of the institution. 60 =.2.2 PB&3. II. P1.4&1*,-". The preparatory stage is crucial as it paves the way for future total quality management activities and sets the speed. 7uring this stage, the personnel and training division acted in close alliance with the total quality management group. The ma;or activities underta0en by the personnel and training division during that stage are listed belowK T "ssisting the top e+ecutives in drafting the quality policies, plans, systems, and procedures T 6ommunication to employees, customers, suppliers, and others T 7ecision to proceed and obtain the commitment from the top management to provide resources to implement total quality management =.2.9 PB&3. III. I/4'./.,%*,-" The role played by the personnel and training division in the implementation phase was as followsK T 6reating quality awareness across the organi#ation T 7eveloping management support T :rgani#ing quality wor0shops T 5ocusing on quality in policies, systems, procedures, etc T 6hange in mind set 6reating quality awarenessK Implementation of any action program needs sufficient wa0efulness among the people ahead of time about the 61 plan and its advantages. Quality as a concept as well as an action plan has to be e+tensively communicated among the employees at all levels of the organi#ation. The University of Ilorin Teaching Hospital personnel and training division has assumed the responsibility for creating quality awareness among employees by organi#ing training programs and carrying out various communication e+ercises by way of briefing groups in consultation and collaboration with line e+ecutives. 8esides, they have prepared literature on quality in the form of pamphlets, posters, slogans, wallboards, etc. 7eveloping management supportK &uccessful implementation of total quality management widely depends on acceptance by the total quality management group as a philosophy of management. To achieve this, the personnel and training division provided training for top management as well as 0ey e+ecutives in the organi#ation. "ccording to the head of personnel and training they have succeeded in dispersing the message that total quality management is a philosophy as well as a program to the top management. :rgani#ing quality wor0shopsK The personnel and training division has organi#ed a considerable number of wor0shops for total quality management facilitators and 0ey e+ecutives to appreciate total quality management and diffuse the message of total quality at all levels. 62 5ormation of quality action teamsK (ith a view to steering the implementation of total quality management, a number of quality action teams have been constituted in the University of Ilorin Teaching Hospital to streamline systems and procedures. These teams have ta0en up various pro;ects and developed solutions for implementation. &o far, / quality action teams have been formed in the University of Ilorin Teaching Hospital for various pro;ects. The personnel and training division also assisted in the formulation of new quality friendly policies, systems, and procedures, as well as updating and rationali#ation of the e+isting ones in order to create the right 0ind of ambience for effective implementation of total quality management. 6hange in mind setK Cot all efforts for promotion and implementation of total quality management may yield the desired result unless and until quality becomes the attitudinal propensity of employees. To this end, the personnel and training division put emphasis on a change in the mind set of employees. "fter the implementation of total quality management, emphasis was applied on total quality in the processes in order to render the end results qualitative. Initially, quality awareness, e+periences of successful implementation of total quality management in other organi#ations, formation of quality action teams, and performance feed,bac0 for ta0ing corrective measures have all led to an 63 imperceptible though steady change in the attitudinal dimension of the employees. Today, according to the head of personnel and training division, each University of Ilorin Teaching Hospital employee is committed to total quality management not as a program but as a means for his own survival. He also points out that total quality management has been lin0ed to the endurance of the organi#ation, and enunciation of such need has made total quality management a functional system in the organi#ation. Thus, the attitudinal aspects of transformation coupled with total quality management being a functional system have accelerated its successful implementation. =.2.= PB&3. IV. S)3%&*,*,- %B. /!/.,%)/" (hen a company launches a new program, employees must be taught how to acclimati#e behaviour patterns to benefit from the program. In this conte+t, training is of paramount importance since it will facilitate learning of the required s0ills and 0nowledge to ma0e the program successful as well as to sustain the momentum. In addition, effective communication is equally responsible for the success of the program. "lthough time consuming and costly, communication may potentially reduce employee fear associated with new role patterns, ma0e them feel more comfortable with brea0ing previous routines, and develop performance consistent with total quality management effort. 64 In the University of Ilorin Teaching Hospital, through proper training and communication, all staff are persuaded to empathi#e total quality management, and the implementation process has gained momentum through employee involvement and team building activities. TrainingK Total quality management initiatives have stated the need for training employees )&ingh, 2%%%*. Training plays an important role in generating awareness )4alo and 4adhi, 2%%9*, 7eveloping a supportive culture, building quality s0ills , encouraging team building )&mith, 2%%9*, and commitment to quality policy and strategy )4alo and 4adhi, 2%%9*. In the U.I.T.H, a well,thought out training program has been designed to provide training for e+ecutives and non,e+ecutives on total quality management. The fact is acclaimed that the training activities conducted in this organi#ation are appro+imately identical to procedures generally found in the management literature on the theory of training. 5or instance, many writers have developed models of the training process but basically these may be summari#ed so as to include four phases, i.e. those of the "ssessment phase, 4lanningQ7esign phase, Implementation phase, and Bvaluation phase ):a0land, 2%%$*. "ssessment. The training needs of each employee are identified and assessed regularly, and training will then be arranged to provide and 65 enhance s0ills and compensate for lac0 of 0nowledge. Identification and assessment of training needs of employees in the University of Ilorin Teaching Hospital are conducted as outlined belowK T "nnual 6onfidential !eports in the case of non,e+ecutive employees T "ppraisal !eports in the case of e+ecutive employees T 4eriodic survey by the personnel and training division T 5eed,8ac0 by !eporting :fficers and !eviewing :fficers The personnel and training division conducts periodic surveys in the University of Ilorin Teaching Hospital department,wise, grade,wise or position,wise with a view to identifying training needs for the staff in question. In performing this, they will circulate questionnaires among the staff for self,assessment of training needs, among reporting officers and reviewing officers for identification of training needs of employees wor0ing under them, as well as among all those concerned with assessing training requirements for effective discharge of functions. &uch assessment of training needs will then be compiled, codified, and pursued. 4lanning. This stage identifies where and when the training will ta0e place, and will involve issues such asK T (ho needs to be trainedM T (hich competencies are requiredM T How long will training ta0e 66 T (hat are the e+pected benefits of trainingM T (hoQhow many will underta0e the training T (hich resources will be needed, e.g. money, accommodation, etc. Typically, the University of Ilorin Teaching Hospital will plan its training program annually according to the needs of the employees and of the business. It will circulate a list of available courses well in advance of the training dates. The strategic training plan will be supported by an annual budgeting and planning system. Implementation. This implicates the actual deliverance of the training. 8oth the training and development center and the personnel and training division will organi#e the training programs regularly. Bvaluation. This part is commonly ac0nowledged as one of the most critical steps in the training process. In this part, the overall effectiveness of training is evaluated, providing feedbac0 for the trainers, senior managers, the trainees themselves, as well as future improvements of the program. Bvaluation will assume multiple forms, such as those of observation, questionnaires, interviews, etc. in the U.I.T.H. 6ommunicationK Bffective communication is a critical component in achieving business success, be it communication of the organi#ation goals, vision, strategy and business policies, or the communication of facts, information and data. !egular two,way communication particularly 67 face,to,face with employees is identified as an important factor in establishing trust and a feeling of being valuedQappreciated. In the U.I.T.H, two,way communication is regarded as a core management competency as well as a 0ey human resource responsibility. " number of schemes have been introduced in the organi#ation to improve interpersonal communication. These schemes includeK T (or0place communication schemes, communicating the personnel e+ecutiveQshift in charge directly with wor0shop wor0ers. T 4articipative forum of unions T Internal department sessions "ccording to the head personnel and training division, all these communication e+ercises have enabled a continuous dialogue between the individual employee and the management. " typical list of personnel and training division responsibilities for effective communications i n t he Uni ver si t y of I l or i n Teachi ng Hospi t al t o achi eve total quality includes issues such asK T meeting people on a regular basis T enhancing t rust and de,emphasi#ing power di f f erences bet ween t hemsel ves and t hei r subordinates T ma0ing sure that people be briefed on 0ey issues in language free of technical ;argon 68 T communicating candidly and as fully as possible on all issues affecting their people T Bncouraging people to suggest novel ideas T persuading team members to discuss company issues and provide upward feedbac0 Team buildingK It is evident from the research that pioneering organi#ations place great emphasis on the worth of people wor0ing ;ointly in teams. This is hardly surprising as a great deal of theory and research indicates that people will be motivated and wor0 better when part of a team. Teams will also achieve more through integrated efforts and problem,solving. The team,oriented wor0 environment is an essential factor for the success of total quality management. The, the personnel and training division has organi#ed many synergetic teams to effectively handle matters relating to total quality management. Team building is facilitated in various areas of functioning by the wor0 of tailor,made wor0shops, technology, and teamwor0, enhancing management effectiveness, etc. In the multi,union setting of the company, team building will target the managing of the plural diversity of unions and the facilitating of evaluation of ;oint perceptions of unions on vital issues affecting the organi#ation. Bmployee InvolvementK ost people still assume that total quality is 69 the responsibility of quality specialists. However, this belief is flawed and detrimental to reali#ation of total quality. In the U.I.T.H, employee participation is promoted at all levels to cultivate commitment and involvement of employees through small group activities li0e those of suggestion schemes, quality circles, and other participative fore. In the area of quality circles, the following initiatives have been ta0en up during the years of 2%%=,2%%< during which preparatory wor0 was conducted for implementation of total quality management. T 6onducted $2 wor0shops on quality circle techniques for members and leaders T :rgani#ed $2% e+posure programs on circle concepts in various departments T "nnual Quality 6ircle !ecognition function was held to facilitate the wor0 of circle members for implementing the pro;ects T 7epartment,wise circle functions were held during the year to recogni#e and motivate the employees by distributing the mementos to eligible circle members In the matter of suggestion schemes, much effort was put into the wor0 performed by the personnel and training division to generate an increased number of suggestions originating from employees, such as borne out by the increasing number of suggestions received over the period from $..<, 70 $..? until 2%%=,2%%'. MILESTONES FOR THE TOTAL (UALITY MANAGEMENT PROCESS Bstablishment of self,functioning production groups which later resulted in a high degree of responsibility and involvement in the TQ,process on the part of all employees. !eduction in mortality rate in the hospital when compared to previous years before the TQ process started. 2%%2K The senior management of U.I.T.H decides to implement TQ. The decision is based on whole,hearted commitment at all levels of management and involvement of all employees. 2%%9K Bstablishment of self,functioning production groups which later resulted in a high degree of responsibility and involvement in the TQ,process on the part of all employees. 2%%'K U.I.T.H reaches the finals for the &ervice Quality "ward. 2%%/K ost &ervicom compliant teaching hospital in the country 2%%.K (inner of !5I7 "("!7 of B+cellence 71 4.4 (UANTITATIVE ANALYSIS 4.4.1 (UANTITATIVE ANALYSIS OF RESPONSES FROM EMPLOYEES TABLE 4.$" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES BY SPECIALTY. H ! " "rea of speciali#ation has no effect on perception towards the impact of human resource management on total quality management H 1 " "rea of speciali#ation has effect on perception towards the impact of human resource management on total quality management. C!.AA*5*.,%3 odel Un&tandardi#ed 6oefficients &tandardi#ed 6oefficients W &td. Brror 8eta t &ig. $. )6onstant*
>ob &pecialty ,%.99 %.2%? %.$%< %.%<? %.==< ,9%? 9.%?% %.?<% %.%%= 72 a. 7ependent Aariable K 8Q )H!.TQ* &ourcesK 6omputed from the field wor0 )2%$$* D.5*3*!, R)'.K !e;ect the null hypothesis if 4. value 3 X,value - %.%', do not re;ect H o if otherwise. D.5*3*!," &ince 4. value - %.%%= is less than X,value - %.%', we therefore re;ect H o in favour of alternative hypothesis H i . C!,5')3*!," Hence, we conclude that "rea of speciali#ation has effect on employees perception towards the impact of human resources management on total quality management. TABLE 4.7" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES BY CADRE H ! " 6adre of employee has no effect on perception towards the impact of human resource management on total quality management H 1 " 6adre of employee has effect on perception towards the impact of human resource management on total quality management C!.AA*5*.,%3 odel Un&tandardi#ed 6oefficients &tandardi#ed 6oefficients W &td. Brror 8eta t &ig. $. )6onstant*
6adre ,%.%2$ %.2=< %.$$/ %.$%% %.9?% ,$?. 2.='? %./'. %.%$. 73 a. 7ependent Aariable K 8Q )H!.TQ* &ourcesK 6omputed from the field wor0 )2%$$* D.5*3*!, R)'.K !e;ect the null hypothesis if 4. value 3 X,value - %.%', do not re;ect H o if otherwise. D.5*3*!,K &ince 4. value - %.%$. is less than X,value - %.%', we therefore do not re;ect H o . C!,5')3*!," Hence, we conclude that 6adre has effect on employees perception towards the impact of human resources management on total quality management. TABLE 4.1;" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES BY YEARS SPENT IN SERVICE H ! " Cumber of years in service has no effect on perception towards the impact of human resource management on total quality management H 1 " Cumber of years in service has effect on perception towards the impact of human resource management on total quality management C!.AA*5*.,%3 odel Un&tandardi#ed 6oefficients &tandardi#ed 6oefficients W &td. Brror 8eta t &ig. $. )6onstant*
Co of Grs in &ervice %.922 ,%.$$. %.$9% %.%.. ,%.$.$ 2.=?? ,$.2%% %.$/ %.29/ 74 a. 7ependent Aariable K 8Q )H!.TQ* &ourcesK 6omputed from the field wor0 )2%$$* D.5*3*!, R)'.K !e;ect the null hypothesis if 4. value 3 X,value - %.%', do not re;ect H o if otherwise. D.5*3*!," &ince 4. value - %.29/ is greater than X,value - %.%', we therefore re;ect H o in favour of the alternative H i . C!,5')3*!,K Thus, we conclude that Cumber of years in service has effect on employees perception towards the impact of human resources management on total quality management. TABLE 4.11" THE TABLE SHOWING THE RESPONSES OF EMPLOYEES BY SE=. H ! " &e+ has no effect on perception towards the impact of human resource management on total quality management H 1 " &e+ has effect on perception towards the impact of human resource management on total quality management C!.AA*5*.,%3 odel Un&tandardi#ed 6oefficients &tandardi#ed 6oefficients W &td. Brror 8eta t &ig. $. )6onstant*
&e+ .$'% %.$%% %.$$< %.$<' %.%./ $.2// %.<%? %.2%' %.'=? 75 a. 7ependent Aariable K 8Q )H!.TQ* &ourcesK 6omputed from the field wor0 )2%$$* D.5*3*!, R)'.K !e;ect the null hypothesis if 4. value 3 X,value - %.%', do not re;ect H o if otherwise. 7ecisionK &ince 4. value - %.'=? is greater than X,value - %.%', we therefore do not re;ect H o . 6onclusionK Hence, we conclude that &e+ of employee )Ceither male nor female* has no effect on perception towards the impact of human resources management on total quality management. 76 4.4.2 (UANTITATIVE ANALYSIS OF RESPONSES FROM PATIENTS TABLE 4.12" THE TABLE SHOWING THE RESPONSES OF PATIENTS BY TYPE OF PATIENT. H ! " Type of patient has no effect on their perception towards the quality of service received. H 1 " Type of patient has effect on their perception towards the quality of service received C!.AA*5*.,%3 odel Un&tandardi#ed 6oefficients &tandardi#ed 6oefficients W &td. Brror 8eta t &ig. $. )6onstant*
Type of 4atient %.<.< %.$'< %.$=/ %.2%2 %.$$$ =.<.$ %.??= %.%% %.==9 a. 7ependent Aariable K &! )&ervice !eceived* &ourcesK 6omputed from the field wor0 )2%$$* D.5*3*!, R)'.K !e;ect the null hypothesis if 4. value 3 X,value - %.%', do not re;ect H o if otherwise. D.5*3*!,K &ince 4. value - %.==9 is greater than X,value - %.%', we therefore do not re;ect H o . 77 C!,5')3*!,K Hence, we conclude that type of patient has no effect on their perception towards the quality of service received. TABLE 4.13" THE TABLE SHOWING THE RESPONSES OF PATIENTS BY SE=. H ! " &e+ has no effect on their perception towards the quality of service received. H 1 " &e+ has effect on their perception towards the quality of service received C!.AA*5*.,%3 odel Un&tandardi#ed 6oefficients &tandardi#ed 6oefficients W &td. Brror 8eta t &ig. $. )6onstant*
Nender $.2%% ,%.==$ %.$</ %.2$/ ,%.2/9 ?.$=< ,2.%22 %.%%% %.%=. a. 7ependent Aariable K &! )&ervice !eceived* &ourcesK 6omputed from the field wor0 )2%$$* D.5*3*!, R)'.K !e;ect the null hypothesis if 4. value 3 X,value - %.%', do not re;ect H o if otherwise. D.5*3*!," &ince 4. value - ,%.%=. is less than X,value - %.%', we therefore re;ect H o in favor of the alternate hypothesis. C!,5')3*!,K Hence, we conclude that &e+ of patients has effect on their perception towards the quality of service received. CHAPTER FIVE 78 SUAR!" C#$C%USI#$ A$& REC#E$&ATI#$S .1 SUMMARY The study sought to find out the impact of human resources management on total quality management in the University of Ilorin Teaching Hospital. The analysis of this research wor0 unfolds the perception of employees and patients towards the impact of Human !esources anagement on Total Quality anagement in the hospital. Table =./, reveals area of speciali#ation has effect on employees perception towards the impact of human resources management on total quality management. I.e. different groups of employees feel differently about the impact that Human !esources anagement has had on the implementation of Total Quality management. Table =./, reveals that area of speciali#ation has effect on employees towards the impact of human resources management on total quality management Table =.., reveals that cadre of employee has effect on employees perception towards the impact of human resources management on total quality management. Table =.$% reveals number of years in service has no effect on employees perception towards the impact of human resources management on total quality management. 79 Table =.$$ also reveals that se+ of respondent has no effect on employees perception towards the impact of human resources management on total quality management. Table =.$2 reveals that type of patient has no effect on their perception towards the quality of service received. Table =.$9 shows that se+ of patient has no effect on their perception towards the quality of service received. It is also of note that the various roles the personnel and training department have played in implementing and sustaining TQ has yielded positive results towards improving the quality of healthcare patients receive in the hospital. &ome of these milestones include Bstablishment of self,functioning production groups which later resulted in a high degree of responsibility and involvement in the TQ,process on the part of all employees. !eduction in mortality rate in the hospital when compared to previous years before the TQ process started. 2%%2K The senior management of U.I.T.H decides to implement TQ. The decision is based on whole,hearted commitment at all levels of management and involvement of all employees. 2%%9K Bstablishment of self,functioning production groups which later 80 resulted in a high degree of responsibility and involvement in the TQ,process on the part of all employees. 2%%'K U.I.T.H reaches the finals for the &ervice Quality "ward. 2%%/K ost &ervicom compliant teaching hospital in the country 2%%.K (inner of !5I7 "("!7 of B+cellence. .1 CONCLUSION The analysis implies that building a quality culture would require a matching human resource strategy, which would involve the human resource management, the organi#ations way of wor0ing as well as the human resource policies and practices. In conte+t to this, was it furthermore argued that the literature of total quality management often have a hidden implicit agenda, which call upon a top, down method for the implementation of total quality management. This could underestimate the difficulties, there are in gaining a commitment to continuous improvements in the quality of service rendered. The empirical analysis in the organisation reveals the different roles of the human resource management and shows that the implementation of total quality management has could pose a lot of human resource challenges to human resource employees such as, motivating 0nowledge wor0ers, obtaining employees satisfaction, overcoming communication barriers, 81 solving problems associated with vastness of the organi#ation. This study has shown that there is a relationship between successful implementation of total quality management and human resource management. It has also shown the human resource implications of total quality management. It has reflected the fact that the human resource tas0s include basic elements in the implementation of total quality management, based on the underlying assumption that employees and managers will be forced to practice continuous improvements. The various roles which a human resource management could assume in the implementation of total quality management were presented. In this connection, various elements were brought up each of which would have a bearing on the role of the human resource management in the implementation. :verall it would seem that total quality management and human resource management have quite a lot in common and would be able to contribute successfully to the accomplishment of the organi#ation aims. .2 RECOMMENDATIONS The case study showed how the human resource department had played different roles as facilitator, internal contractor, and hidden persuader at 82 different stages of the implementation of total quality management in the U.I.T.H. They assisted the top management in aligning human resource polices and quality policies, creating and communicating the total quality management concept, preparing the organi#ation as well as the staff for the implementation of total quality management, generating quality awareness among the employees across the levels, functions, and departments, developing management support to quality action teams, organi#ing quality wor0shops, formulating quality friendly policies, systems and procedures, changing the conventional mind set of employees, organi#ing total quality management training programs, devising different communication e+ercises, encouraging team building activities, promoting employee involvement through suggestion schemes, quality circles, and other participative types of forum. Hence the following are my recommendations to the management of the hospital in order to sustain the momentum of maintaining Total Quality anagement. $. In order to facilitate the total quality management progress in the organi#ation, the personnel and training division has to ma0e a configuration with other departments. " number of quality action teams have been constituted in the organi#ation with managerial personnel from various departments. 83 2. The personnel and training division has to deal with challenges to human resource employees, such as those of motivating 0nowledge wor0ers, getting employee satisfaction, overcoming communication barriers, as well as solving problems associated with the vastness of the organi#ation. 9. The perspective between the employees and the unions should also not be ignored in the practical part of maintaining and sustaining Total Quality anagement in the organi#ation. 84 REFERENCES "nselm &trauss, >uliet 6orbin, )$../*. 8asics of Qualitative !esearchK techniques and procedures for developing grounded theory. 2nd Bdition. 8art Aan @ooy, 4aul Nemmel, !oland Aan 7ierdonc0, )2%%9*. &ervices managementH an Integrated "pproach. Nreat 8ritainK 4earson Bducation @imited. 2nd Bdition 8o;e,7.". )$..9* >ournal of organi#ational change management nr.<, $..9 8owen, 7.and 7ean, > )2%%=*. Improving research and practice through Theory the "cademy of anagement !eview $., no. 9K p. 9.2,=$/, 6hristian NrOnroos, )2%%$* &ervice anagement and ar0etingK a 6ustomer !elationship anagement "pproach. BnglandK >ohn (iley and &ons limited. 2nd edition Bvans > ! and @indsay ( )2%%<*. The management and control of Quality &outh western 6ollege 4ublishing. Nlover, > )$..9* "chieving the :rgani#ational 6hange Cecessary for &uccessful TQ >ournal of Quality and !eliability anagement @illaran0 4 and 6anoe )2%%=* C 6ontinuous improvement >ournal of the University of ichigan :a0land, >.&.)2%%/* Total :rgani#ational B+cellence 8utterworth, Heinemann, :+ford, :a0land, >.&. )2%%/* The route to improving performance 8utterworth, Heinemann, :a0land, >.&. and :a0land, &. )2%%$*6urrent people management activities in world, class organi#ationsTotal Quality anagement, Aol. $2 Co.<, :gbonna, B )$..9*. anaging organi#ational cultureK fantasy or reality Human !esource anagement >ournal no.9, 85 4alo, &., 4adhi, C. )2%%9* easuring effectiveness of TQ training International >ournal of Training and 7evelopment, Aol. ? Co.9, 4iore . > and &abel 6. )2%%=*. The second industrial divide Cew Gor0 8oo0s !affio, T. )$..9* Total quality manager 8usiness manager $', p. /<, .<,. &nape, B. )2%%=*anaging managersK &trategies and techniques for human resource management. 8lac0well :+ford, &torey, >. )2%%2* 7evelopments in the management of human resources 8lac0well :+ford, (aldman 7. )2%%=*The contributions of TQ to a theory of wor0 performance "cademy of anagement !eview nr.$., (al0er, >.(. )2%%2*Human resources strategy cNraw,Hill International, (il0inson, ". )2%%=*anaging human resources for quality Total Quality anagement nr.', (il0inson, " and archington . )2%%2*Total Quality anagement and Bmployee Involvement. Human !esource anagement >ournal nr, (il0inson, " and archington )2%%=.*. Instant 4udding for the 4ersonnel 5unction. Human !esource anagement >ournal nr', 86 APPENDI= I (UESTIONNAIRE 7epartment of 8usiness "dministration, 5aculty of 8usiness and &ocial &ciences, 4..8 $'$', Ilorin, Lwara &tate. 7ear !espondent, This questionnaire is designed for a study on PTHE IMPACT OF HUMAN RESOURCE MANAGEMENT ON TOTAL (ULAITY MANGEMENT IN THE UNIVERSITY OF ILORIN TEACHING HOSPITALC In partial fulfillment of the award of 8.&c in 8usiness "dminstration. This questionnaire is therefore, a research tool for obtaining necessary information for the study. Gou are 0indly requested to respond fran0ly to the questions below. &uch responses will be solely for academic purpose and will be STRICTLY TREATED AS CONFIDENTIAL. Than0 you for your co,operation. Gours The Researcher A?)?&D1. M)1*%&@B& AD*,%&+! 87 F!1 %B. ./4'!+.. !A %B. B!34*%&' P'.&3. %*5D &441!41*&%.'+ $. &e+ ale 5emale 2. 6adre High iddle @ow 9. >ob specialty. edical 4aramedical Con medical others =. How satisfied are you wor0ing in U.I.T.HM Aery satisfied >ust :0 7issatisfied '. How long have you been with U.I.T.HM $yr to 'yrs <yrs to $%yrs $$yrs to $'yrs $<yrs above <. Have you benefited from any training since you ;oined the hospitalM Ges Co ?. 7id the training improve on your e+pertise towards delivering better quality service than before the trainingM Ges Co cant say /. 7o you thin0 U.I.T.H is the best hospital to wor0 in here in IlorinM Ges Co aybe .. How effective have the following Human !esources anagement &trategies been in your organi#ationM S%1&%.-*.3 V.1+ EAA.5%*8. EAA.5%*8. N!% EAA.5%*8. :n >ob Training &eminars and (or0shops >ob !otation 88 !ewards and !ecognitions $%. "re you performing optimally in your present positionM Ges Co cant say Than0s for your timeY F!1 %B. 4&%*.,%3. P'.&3. %*5D &441!41*&%.'+ $. 4atient Type Inpatient :utpatient 2. Nender ale 5emale 9. Bducational "ttainment Illiterate 4rimary &econdary 5irst 7egree 4ost Nraduate 7egree =. How satisfied are you with your service from the hospitalM B+tremely satisfied Aery &atisfied Ceutral Aery 7issatisfied B+tremely 7issatisfied
'. (ould you prefer to see0 medical care somewhere elseM Ges Co aybe =. :verall, how would you rate the hospitalM B+cellent Nood "verage 4oor Terrible Cot &ure '. 7o you thin0 That U.I.T.H is a customer,oriented hospitalM Ges Co aybe <. (ould you recommend U.I.T.H to a friendM Ges Co Cot sure ?. "re the services you receive, e+actly as the hospital promised, before you started with themM 89 Ges and better Ges Co (orse Than0s for your timeY ()&'*%&%*8. S%)@+" F!1 H.&@ P.13!,,.' &,@ T1&*,*,- D*8*3*!, $. (hat were the main reasons for implementing TQ at your hospitalM 2. How did you investigate whether or not to include TQ at your hospitalM 9. (hat e+pectations did you have before you commenced this pro;ectM =. How well did it meet these e+pectations from your point of viewM '. (hat do you thin0 are the main advantages of using H! as a tool for TQM <. (ould you recommend other hospitals to start implementing TQ through H!M ?. (hat does the future hold for your hospitals TQ pro;ectM /. (ould you say the implementation of TQ has made the services of the hospital betterM .. (ould you say it has strengthened your hospitals brandM $%. (hat strategies were in implementing TQ in your organi#ation and how were they carried outM 90 91