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

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

Pm people are part of process

Pm ½o organization can survive with out good people, people who are improving.
Pm Ôusinesses are beginning to learn that to satisfy customers, they must first satisfy
employees.
Pm The human resource is only one that competitors cannot copy and the only one that
can synergize.

Ma ageme
 
Mm

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

esg  ggh e ma e

eams: For achieving this, organizations need to
concentrate on work design. Job enlargement, job rotation and job enrichment which refers
to organize formal and informal work units, reduced fragmentation of jobs, individual
workers learn several tasks and workers are given more authority, responsibility and
autonomy.m
^mpleec leme
: Any activity by which employees participate in work-related
decisions and improvement activities with the objectives of tapping the creative energies of
all employees and improving their motivation. Activities includes sharing of information,
providing input on work related issues, making suggestions and self directed
responsibilities.m

dgges
 ss
ems: Easiest way to involve employees on an individual basis. An

employee suggestion system is a management tool for the submission, evaluation and
implementation of an employees idea to save cost, increase quality or improve other
elements of work such as safety.m

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

a  g^a
 : Companies spend heavily in training and education. Employees

need to understand the goal of customer satisfaction to be given the training and
responsibility to achieve this goal and to feel that they do indeed make a difference.m

eam-a -pea
 : A team is a small number of people with complementary

skills, who are committed to a common purpose, set of performance goals and an approach
for which they hold themselves mutually accountable. Following teams can be encouraged in
an organization to achieve TQ.

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

mpe sa
 a eg 
 : It refers to all aspect of pay & reward, including
promotions, bonuses and recognition, either monetary or non-monetary and individual or
group.m

eal
h,da e
a ^mpleedpp
dees: All employees are key stakeholders of

any organization, their health; safety and well-being are important factors in the work
environment. They can provide personal & career counseling, career development and
employability services, recreational & cultural activities, special leave for non-work related
responsibility or community services and etc.m

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

a. Ability to remain calm under stressful conditions.

b. Optimism, initiative & a people-orientation
c. The ability to listen well
d. An orientation towards analysis and prevention
e. The ability to solve problems.m

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

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There are various factors that contribute to the success of quality management practices
but human factor is very important in the implementation of any process or principle. If it is
missing then there will be reduction in efficiency in implementation. At last it can be
concluded that al
sa e, 
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