Journal of Human Resource and Customer Relationship Management

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