Quality Quality Management of Management of

HRDHRDPresented by: Presented by:

Shabana BatoolShabana Batool

TQMTQM Feignbaum (1957) provided first Feignbaum (1957) provided first

definition of TQM,definition of TQM, “ “an effective system for integrating the an effective system for integrating the

quality development, quality maintenance quality development, quality maintenance and quality improvement efforts of the and quality improvement efforts of the various groups in an organization so as to various groups in an organization so as to enable production and service at the most enable production and service at the most economical levels which allow for full economical levels which allow for full customer satisfaction”customer satisfaction”

Deming’s Fourteen Points- Deming’s Fourteen Points- HRD PerspectiveHRD Perspective

6. Institute training on the 6. Institute training on the jobjob

7. Institute leadership7. Institute leadership8. Drive out Fear8. Drive out Fear9. Break down barriers 9. Break down barriers between departmentsbetween departments

10. Eliminate slogans, 10. Eliminate slogans, exhortations, and targets exhortations, and targets for the workforce.for the workforce.

11. Eliminate arbitrary work 11. Eliminate arbitrary work standards and numerical quotas. standards and numerical quotas. Substitute leadership.Substitute leadership.

12. Remove barriers that rob 12. Remove barriers that rob people of their right to pride of people of their right to pride of workmanship.workmanship.

13. Institute a vigorous program 13. Institute a vigorous program of education and self-of education and self-improvement.improvement.

Juran’s 10 steps to Quality Juran’s 10 steps to Quality Improvement (HRD Improvement (HRD

Perspective)Perspective) 1- Build awareness of the need 1- Build awareness of the need

and opportunity for improvement– and opportunity for improvement– this requires leadershipthis requires leadership

2- set specific goals for the 2- set specific goals for the continuous improvement of continuous improvement of quality in all activitiesquality in all activities

3- Organize to reach the goals such as 3- Organize to reach the goals such as -establish quality council-establish quality council -identify problems-identify problems -select projects-select projects -appoint teams-appoint teams -designate facilitators-designate facilitators 4- provide training to ensure that all 4- provide training to ensure that all

employees understand their role in employees understand their role in quality improvementquality improvement

The Total Quality Principles The Total Quality Principles in 1990sin 1990s

Binney (1992) developed Binney (1992) developed following total quality principles:following total quality principles:

Focus on customersFocus on customers Improve processesImprove processes Establish fact based Establish fact based

managementmanagement Unlock people potentialUnlock people potential

Smith and Lewis (1997)Smith and Lewis (1997)Four fundamental principles of Four fundamental principles of

TQM are:TQM are: Customer satisfaction Customer satisfaction Continuous improvementsContinuous improvements Speaking with factsSpeaking with facts Respect for peopleRespect for people

Quality AwardsQuality Awards The Deming PrizeThe Deming Prize established in established in

Japan, 1962Japan, 1962

Baldrige National Quality AwardBaldrige National Quality Award in in US, 1987US, 1987

European Quality AwardEuropean Quality Award in 1992, in 1992, under under European Foundation for Quality European Foundation for Quality ManagementManagement (EFQM) (EFQM)

TQM and HRDTQM and HRD

TQM featured concepts such as TQM featured concepts such as continuous improvement and continuous improvement and continuous learning.continuous learning.

for example; a strong undercurrent for example; a strong undercurrent of quality thinking running through of quality thinking running through the establishment of corporate the establishment of corporate universities at companies such as universities at companies such as Motorola and Unipart. Motorola and Unipart.

TQM reflects a perceived need to TQM reflects a perceived need to generate a more customer responsive, generate a more customer responsive, quality oriented, flexible workforce.quality oriented, flexible workforce.

Developing team building skills, Developing team building skills, customer communications, problem customer communications, problem solving skills, empowerment and solving skills, empowerment and management style assumes great management style assumes great importance.importance.

HRD professionals can play their HRD professionals can play their role in helping to ensure that role in helping to ensure that individuals have the necessary individuals have the necessary skills to engage in the type of skills to engage in the type of problem solving and solution problem solving and solution seeking activities associated seeking activities associated with continuous improvements.with continuous improvements.

HRD agenda arising out HRD agenda arising out of TQMof TQM

It should include the following:It should include the following: Seizing the opportunity to become better Seizing the opportunity to become better

informed about TQMinformed about TQM

Appropriate positioning of HRD function Appropriate positioning of HRD function to play an active role in the development to play an active role in the development of TQM initiativesof TQM initiatives

Acquiring the consultancy and internal Acquiring the consultancy and internal change agents skills required to change agents skills required to contribute to TQM processcontribute to TQM process

Developing a detailed understanding of Developing a detailed understanding of facilitation skills for both team building and facilitation skills for both team building and problem solving activitiesproblem solving activities

Providing managers with the education and Providing managers with the education and training they need to engineer a fundamental training they need to engineer a fundamental shift in the ‘way things are done’shift in the ‘way things are done’

Identifying and developing the organizational Identifying and developing the organizational competences needed to sustain customer-competences needed to sustain customer-responsive, quality oriented service.responsive, quality oriented service.

Pakistan Institute of Pakistan Institute of Quality ControlQuality Control

Leading Institute in Pakistan providing Leading Institute in Pakistan providing professional education and professional education and

CertificationsCertifications training and corporate development in training and corporate development in

Quality Control (QC), Quality Assurance Quality Control (QC), Quality Assurance (QA) and Total Quality Management (QA) and Total Quality Management (TQM)(TQM)

Human Resource Management (HRM)Human Resource Management (HRM) Safety Health and Environment (HSE)Safety Health and Environment (HSE)

ConclusionConclusion TQM is of enormous significance to TQM is of enormous significance to

the enhancement of HRD because it the enhancement of HRD because it pushes learning issues to the pushes learning issues to the forefront of organizational agenda.forefront of organizational agenda.