Human resource management is a particularly challenging role, both domestically and globally. This challenge can be viewed either as an opportunity or as a threat. As an opportunity, the principles and practices of total quality presented in this book can help human resource professionals or anyone who manages people, transform institutionalized mediocrity into organizational excellence.
The focus of this book is on managing the difference TQ makes in human resources. Whereas the traditional nature and scope of responsibility for most human resource professionals has been that of staff support geared to administrative compliance, the total quality approach offered here reveals the keys to developing and sustaining commitment to world-class performance. These keys include strategic input and continual improvement of the human resource system to enhance internal and external customer satisfaction both now and in the future. The full meaning of these new TQ role demands is explored in light of the driving forces reshaping the HR environment into the 21st Century.
In addition, this book offers practitioner assessment instruments, practical TQ tools, and specific implementation steps to take in order to make the TQ difference in managing human resources domestically and globally.
Driving Forces Reshaping the Human Resource Environment
A Brief History of U.S. Human Resource Management
The House of Total Quality: The Challenging Opportunity for Human Resources
Ethical Work Culture and Expanded Human Resource Roles
Human Resource Management and the Total Quality Difference
Barriers and Responses to Total Quality Human Resource Management Implementation
Review/Discussion Questions
Endnotes
Appendix
Customer Satisfaction: Strategy Dimensions
The Total Quality Business Strategy
Total Quality Business Strategy Planning
Total Quality Business Strategy Management
The Total Quality Human Resource Strategy
Total Quality Human Resource Strategy Planning
Total Quality Human Resource Strategy Management
Review/Discussion Questions
Endnotes
Practitioner Assessment Instruments
Continuous Improvement: Process Dimensions
The Total Quality Business Processes
Total Quality Business Process Planning
Total Quality Business Process Management
Total Quality Human Resource Processes
Total Quality Human Resource Process Planning
Total Quality Human Resource Process Management
Review/Discussion Questions
Endnotes
Practitioner Assessment Instruments
Speaking with Facts: Project Dimensions
The Total Quality Business Projects
Total Quality Business Project Planning
Total Quality Business Project Management
Total Quality Human Resource Projects
Total Quality Human Resource Project Planning
Total Quality Human Resource Project Management
Review/Discussion Questions
Endnotes
Practitioner Assessment Instruments
Respect for People: Performance Dimensions
The Total Quality Business Individual Performance
Total Quality Business Performance Planning
Total Quality Business Performance Management
Total Quality Human Resource Performance
Total Quality Human Resource Performance Planning
Total Quality Human Resource Performance Management
Review/Discussion Questions
Endnotes
Practitioner Assessment Instruments
Implementing Total Quality Human Resource Management
Total Quality Integrated Implementation Plan for Managing Human Resources
The MichCon Case: A Snapshot of Successful Total Quality Human Resource Management
International Implementation of Total Quality Human Resource Practices
Review/Discussion Questions
Endnotes
Minicases
Index
Biography
Petrick, Joe
"Managing people is not always easy. Organizations face new challenges almost every day. This means that managers have to be able to respond effectively. This book is targeted at those who are in a position of influence. It aims to help change what may appear to be a threat into an opportunity. Total quality management could be the answer."
Skills and Enterprise Update, November 1995
