ROLE OF MIDDLE MANAGEMENTHuman resource management

Role of HR management All employees make customer

satisfaction their essential role .

Define customer groups (external , internal ) .

Make sure to satisfy internal customer to provide ultimate satisfaction to external one .

Define which products & services will provide maximum customer satisfaction .

Measure satisfaction , continue improve customer satisfaction .

Applying these TQM issues means that HR department should identify the expectation of senior management (main internal cust.)

By : periodic surveys , face to face meetings .

After knowing the need of customer groups reengineer the company to fulfill these needs .

This customer first orientation means that : environment of self- initiative , flexibility , and continually improve performance in trouble areas come to light .

HR department need to train itself , focusing on being customer- driven towards other departments .

Quality improvements teams should use (spc) tools as defect prevention as opposed to defect correction , and identifying quality problems .

Apply motivation system towards team accomplishments not individual . Goal setting for group efforts .

HR dept. should design reward system for team performance .

TQM need senior management support .

HRM influence in developing promotion policies , employees who believe in TQM philosophy to positions of influence .

Self managed teams is the result , with self evaluation and peer rating will increase team skills .

HR department able to design evaluation system to teams .

Evaluation should be reviewed by the chairperson to remove unnecessary harsh language .

Team achievements should be published .

conclusion

Quality can no longer be viewed as the responsibility for one department . It is a company- wide activity that permeates all departments at all levels .

Employee are the key element of any quality and productivity improvements programs.

Implementation of TQM tends to be competitive strategy in all types of organizations . This forces for change also provide an opportunity for an expanded role of human resource management in making TQM succeed .

Continue conclusion

Commitment to TQM program is essential .HRM should seek the responsibility for implementing TQM programs rather than risk losing their influence over the key element of TQM ( the employee) .