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HBOK 1-120

Title TQM’s Human Resource Component: Lack of Attention Can Inhibit Effective Implementation
Author(s) Christopher M. Lowery, Nicholas A. Beadles II, and James B. Carpenter
Source Quality Progress
Topic Strategic Planning Process

Qualities of Customer-Focused Organizations

Workforce Development, Education, and Training

Abstract A survey of manufacturing firms in Georgia examined human resource (HR) factors and outcomes of implementing total quality management (TQM).  Of about 350 firms receiving the survey, 91 produced usable results, 35 of these from firms using TQM.  Almost all (94 percent) the TQM firms agreed or strongly agreed that job training skills and problem-solving training were part of their TQM implementations.  Cross training was mentioned by 74 percent of the TQM firms.  In the area of reward and recognition, TQM firms reported expanded recognition programs (85 percent), use of wall charts for employee recognition (55 percent), improved pay opportunities (46 percent), and introduction of team incentives (29 percent).  Most TQM firms changed how they did performance appraisals (65 percent) and how they selected employees (68 percent).  Also, 79 percent of the TQM firms indicated that they formed work groups during TQM implementation.  Some of these firms might have established work groups prior to TQM, for 91 percent of TQM firms reported that work groups were part of their organizational structure.  Only 43 percent of the non-TQM firms had work groups.  For TQM outcomes, 94 percent of the TQM firms reported improvements in quality.  Other improvements were in:  employee participation (91 percent), teamwork (91 percent), working relationships (89 percent), customer satisfaction (88 percent), employee satisfaction (88 percent), productivity (80 percent), communication (77 percent), profitability (65 percent), and market share (53 percent).  Almost all (97 percent) of the TQM firms found TQM to be realistic and effective.  Of the non-TQM firms, 49 percent said they were unfamiliar with TQM concepts, while 36 percent thought about and then rejected TQM implementation.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/data/subscriptions/qp/2000/0200/qp0200lowery.pdf
Link for HTML None
Reference Code 1-120

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