Journal of Human Resource and Customer Relationship Management

Journal of Human Resource and Customer Relationship Management

The Journal of Human Resource and Customer Relationship Management is a peer reviewed journal presenting latest and outstanding papers on all aspects of Human Resource and Customer Relationship Management.

The Journal deals with a strong foundation in HR best practices. It helps to inculcate necessary skills and methods required to deal with the challenges of today’s changing workplace.

The Journals also with an approach to managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customerservice, and technical support.

Focus and Scope:

  • Core management subjects
  • Industrial relation and labour law
  • Organisation structure, theory and design
  • Psychometrics
  • Best practices in HR
  • Sales force automation
  • Data Warehouse
  • Opportunity Management
  • Call Centers
  • B2B and B2C
  • Social Media
  • CRM Software
  • Business Intelligence
  • Data Management
  • Data mining
  • Database Marketing
  • E-CRM
  • Consumer relationship system
  • Customer knowledge and experience
  • Real Time Marketing

    We invite authors to suggest and submit papers on all aspects of Human Resource and Customer Relationship Management. This journal’s focus and scope is not limited to the topics mentioned above.

Vol 5, No 2 (2021): The Role of HR in Total Quality Management

Open Access Open Access  Restricted Access Subscription Access

Authors: Kowshik Raja A

Abstract: Human resource management and total quality management having been identified as “new” approaches have attracted a great deal of practitioners’ interest. Total quality management has become a frequently used term in discussions concerning quality. The term used for today’s new concept of quality is total quality management or TQM. TQM is considered to be an important management philosophy, which supports the organizations in their efforts to obtain satisfied customers. A fundamental aspect of the soft dimensions of TQM is Human Resource Management (HRM). Human resource management is responsible for how people are treated in organizations. It is responsible for bringing people into the organization, helping them perform their work, compensating them for their labors, and solving problems that arise.

The TQM approach brings changes in the attitudes and expectations of the managers about the roles of human resource managers. TQM can avoid the dangers of demotivating people but care should be taken to ensure that TQM does not also became a recipe in which certain visible techniques replace the substance of customer focus, team work and decision-making. This paper outlines the basic principles of Total Quality Management. The main idea is to establish a relationship between Human Resource Management and Total Quality Management and the role of the human resource department to an implementation of total quality management.

Keywords: Human Resource Management (HRM), Total Quality Management (TQM), Quality, Implementation, Principles, Improvement

Full Issue

View or download the full issue PDF 48-53

Table of Contents