Parker, Barbara L.; Chapman, Jr., Charles J. (1987, ASQC) Process Management Institute, Bloomington, MN
One major factor in the quality equation is people. Much has been written about the "right attitudes about quality," and many strategies have been developed for helping people form these attitudes. Moreover, quality circles, task forces, action teams, and so on, represent strategies which enable participation and better utilization of the human resources in organization. While teamwork and attitudes are essential, another dimension of the people resource - job training - may not be receiving adequate attention as companies strive for quality improvement.It is very common for quality circles, and other improvement-focused teams to identify inadequate or ineffective job training as a "cause" for a quality performance problem. Deming, Juran, Corsby, et al. Address the need for effective training as a means for improving the quality performance of an organization. Unfortunately, this usually gets translated into "SPC Training," "Familiarization with Total Quality," "Pledging for Excellence," or training in whatever particular methods are defined by the latest "improvement program."The quality professional must come to view human performance as a critical part of any system or process and initiate the requirement for effective job training at the system, or macro, level. Many industrial organizations take a piece-meal or haphazard approach to the design, development, delivery, and evalaution of job training. This invariably contributes to deterioration of quality due to people not knowing how to perform on their job within the context of the local organizational system.In this session, the participants will learn a systems approach for analyzing human performance problems, designing, developing, and implementing training solutions for performance improvement, and evaluating the training's effectiveness. Effective job training empowers people, the "most important resource in an organization" to contribute in a significant way to Quality Excellence.
Human resources (HR)