Bush, David F., Ph.D.; Danner, David W., Ed.D.; Morgenstern, Gail (1992, ASQC) Villanova University, Villanova, PA
Results are reported from a survey sent to 315 senior Human Resource (HR) managers in Southeastern Pennsylvania concerning the participation of the HR department in the planning and implementation of corporate quality management processes. The response rate was 25 percent. TQM implementation in these organizations was recent: 30 percent of the companies reported TQM less than a year old; 50 percent indicated programs between one and five years old. Only 14 percent reported organization-wide TQM. The majority of respondents described HR department involvement in the TQM implementation process in terms ranging from "proactive support" to "integral to the process." The reasons cited for HR participation included employee development, the need to achieve a competitive advantage, and customer service improvement. HR participation was applied heavily in employee involvement programs, TQM programs, employee recognition, performance review revisions, skill building, and problem solving. Several survey results illicited concern from the authors. For example, only 44 percent indicated that HR planning, quality planning, and corporate strategic planning were integrated. Such integration is essential for successful TQM implementation and for overcoming TQM obstacles, such as cultural resistance, fear of statistical measurements, and poor leadership. Only 27 percent of the respondents developed criteria for TQM implementation; fewer than half included quality objectives in performance management systems, and nearly half reported no knowledge of the results of their quality initiatives. This lack of preparation and evaluation suggests a managerial short term focus and an aversion to planning.
Human resources (HR),Quality management (QM),Quality plan,Strategic planning