Making total quality work: aligning organizational processes, performance measures, and stakeholders
Article Abstract:
Total quality (TQ) is a complete management system in itself, the success of which depends on stakeholder support and modifications in traditional organizational processes and performance measures. TQ is embodied in customer-driven quality effected through visible leadership and a philosphy of foresight and constant improvement. Its additional characteristics are the prevalence of information technology, vertical dispersion of quality consciousness and staff empowerment. Organizational processes that contribute to TQ include quality visions and goals, training based on in support of these goals, recognition and rewards for performance and the selection of employees attuned to this mindset. Customer, operations, financial and employee feedback are necessary inputs to TQ's execution, as is the active assistance of management, staff, business partners and stockholders.
Publication Name: Human Resource Management
Subject: Human resources and labor relations
ISSN: 0090-4848
Year: 1991
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Broadening the market orientation: an added focus on internal customers
Article Abstract:
Market orientation, a concept embedded in the marketing concept, can be broadened by the total quality management (TQM) philosophy, wherein the internal customer, the employee, is an essential part of external customer satisfaction. Aside from customer orientation, the marketing concept is based on two other pillars: profitability and interfunctional coordination. This concept can be enriched by the inclusion of factors affecting human resource management (HRM), given its role as the guardian of staff welfare. In this regard, training, morale, compensation, empowerment and other HRM concerns are pivotal in the development of a firm's market orientation. Focus on the internal customer allows a better understanding of how the principles of customer orientation can be operationalized.
Publication Name: Human Resource Management
Subject: Human resources and labor relations
ISSN: 0090-4848
Year: 1991
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The importance of pay in employee motivation: Discrepancies between what people say and what they do
Article Abstract:
The issue of why pay is likely to be an important general motivator, as well as a variety of reasons why managers might underestimate its importance is discussed. Regarding this, the recommendations for implementing research findings with respect to pay and suggestions for evaluating pay systems is concluded.
Publication Name: Human Resource Management
Subject: Human resources and labor relations
ISSN: 0090-4848
Year: 2004
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