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Investigate the relationship between Total Quality Management
(TQM) and Human Resources Management (HRM)
1Ehsan Behdadmanesh,2Maryam Moharrampour*,3 Sara Esfandiyari, 4Adib Asgarzadeh
1Department of Accounting, College of Human Sciences،,Shahre ghods Branch, Islamic Azad University, Shahre Ghods, Iran
2,3,4Department of Accounting, College of Human Sciences ،Buinzahra Branch, Islamic Azad University, Buinzahra, Iran
Corresponding: maryam moharrampour
Abstract
Today, competitive market has rapid changes in providing different kind of
productions; it’s because of demands and needs of customers. Total Quality
Management, is a continues process of improving quality to get the Customer
satisfaction. Therefore, manufacturing and service organizations and companies are
trying in markets, in order to provide appropriate response to many varied needs of
customers and also success in market, so that they can achieve their goals, using
Quality management systems such as TQM. Better quality of goods and services, is
the result of the process of true learning, so it has gained an important place for
Scholars, scientific and educational institutions. World universities and research
centers are seeking to improve their services with innovations. Training is one of
most complicated tasks in managing the organizations, especially in “Human
Resources Management”, which influences other internal factors, such as
Motivation, job satisfaction, creativity, innovation. One of the most important
effects of TQM, from the perspective of strategic human resource management, is
the high emphasize on training. TQM claims that an error, which reduces the quality of products and services of
companies, is a result of having not trained workers. In this paper, we investigate the relationship between human resource
management, and Total Quality Management.
Keywords: Total Quality Management, Human Resources Management, Training, Quality
Introduction
Total Quality Management is an Intelligent, calm and regular action in providing organization purposes, which
leads to Customer satisfaction, increase in efficiency and enhance competitiveness in the market. Total Quality
Management is a Systematic structure which emphasizes on Continuous improvement of all internal activities
in an organization. The ultimate goal Total Quality Management is to improve the quality of services and
productions by improving the Human resources, available processes and equipment and also reducing the Cost
of operational field. Total Quality Management is to extend the concept of philosophy, which is based on this
fact that, products and services should be provided for customers with the best quality. Today the role and
importance of human resources and production processes of human societies are known as the most important
reason of quality and efficiency, which in the past half century had an important role in Transformation of
skilled human resources and professionals. A review on Stages of human civilization indicates that human role
has been evolving over the years. Thus, achieving quality objectives requires the right people with the right
skills, in right place and in a right time and all of these factors are placed this heart of successful resource
management.
Total quality management:
It’s the process of continuous quality improvement for customer satisfaction. This model is focused on
Customer, quality-oriented and relies on teams which are trying to reach to strategic purposes. Total quality
management is seeking for purposes and perspectives that some of them are noted as follow:
1. Customer satisfaction with minimum cost
2. The involvement of all employees aimed at eliminating errors and thus avoid waste and better motivation
3. The quality and continuous improvement
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4. Design and selection of appropriate technology and production processes
5. The objective of education quality
6. Measurement of work
7. Considering the optimized life cycle costs
8. Productivity and value added
9. Higher standards
10. An improved systems and procedures
The principles of Total quality management:
For a successful Total quality management, organization must focus on these eight principles:
1. Ethics
2. Integrity
3. Ensure
4. Education
5. Teamwork
6. Leadership
7. Identification
8. Communications
Total quality management is a method to manage an organization which its base is established on quality and
Participation of all members of the organization and its goal is a long term success through Customer
satisfaction and benefit of all stakeholders. Today, providing goods and services with suitable quality, is based
on customer satisfaction and service recipients. Most factories, industrial, services and educational institutions,
are trying to improve the quality of their products, and attract new customers and overtake their competitors.
In order to provide the appropriate response to different needs of customers, organizations are trying to use
quality management, especially TQM, to achieve their goals in markets. All Developed systems in the field of
quality, have been made their efforts toward achieving strategic goals and competitive advantage. But the
important issue here is the importance of human recourses. Significant attention to human resources as the most
prominent competitive advantage in the development, entrepreneurship and differentiation of organization has
played a main role. The important thing that must be kept in mind is that human resource management is
communication with individuals. The ration ship with the most important recourse of an organization that
involves in all organization activities. This force is called the employee. Because, the style and behavior of
these forces, directly affect the quality of products and services. Plans, policies, planning and implementation of
activities and control are done by this agent. In recent decades, total quality (TQM) and human resource
management (HRM) are considered as an important issue because of their impact on organizational and
individual performance, business and management research. Previous empirical research (including
investigations of Will Broils), expresses the significant effects of TQM and HRM on organizational
performance. Most of the studies have been done on TQM and HRM, are focused on the impact on the
enterprise level.
Human Resource Management Definition:
Strategic approach to recruitment, development, management, motivation and achieving the key commitments
of organization. It refers to people working in or for it. Therefore, human resource management process
consists of four tasks: attract, develop, motivate and maintenance of human resources in terms of personnel
management in the organization.
Human management tasks:
1.
Monitoring the Manpower recruitment in organization for purposes
2.
Identification and analysis of jobs to elucidate the characteristics of each of them
3.
Planning for manpower
4.
Identification and selection of the most qualified staff to fill positions in the organization
5.
Employee training
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6.
Training and Education of Manager
7.
Design of salary and bonus system
8.
Designing a system for of employees complaints and disciplinary systems work
9.
Workplace health and safety system design
10.
Support strategies, goals of organizational culture change Projects
The purpose of human management recourses is the Policies and measures, required to performance a part of
the task of management, which is dependent on some aspects of employee activities, especially for recruitment,
staff training, performance appraisal, reward and creating a safe and fair environment for employees.

Job analysis (identifying the nature of the employee's job)

Human resource planning and staff

Selection of qualified applicants

Orientation and training of new employees

Payroll management (compensation of employees)

Motivation and Benefits

Evaluate the performance

Communicating with employees (interviews, counseling and disciplinary provisions)

Human resources development and training

Make the employees to be committed to the organization
The fact is that, indicators of the economic and social process in a country are identified by human resources,
not money or other material resources. Human resources aggregate capital and exploit natural resources, and
create social, economic and political organizations and make national development. Undoubtedly, among all
available capitals, “human recourses” is the most valuable assets. In the way that, using it, an organization can
survive in the competitive environment and keep up with the changes. Employees can be trained to make new
ideas; they can implement the basic principles of efficiency and development and ultimately get closer to the
ideal of sustainable development. Training of the most complicated task in the administration of any
organization, especially in the "human resource management", and can affect other internal factors such as:
Motivation, job satisfaction, creativity, innovation and... . Training is necessary in an organization and if you
think it’s very expensive, you must eliminate some other costs. Because sooner or later, an organization must
pay more expense for its employee mistakes.” Sufficient training” will reduce the job dissatisfaction and helps
employee to do their bests for organization. Many studies indicated the Strong correlation between education
and productivity. In the way that, with the increase in staff training, positive results have emerged in the
administrative and functional process of an organization. Finally, there will be an increase in organizational
efficiency. To achieve this goal, it’s necessary to mix the Efficiency and effectiveness. Therefore, creating an
integrated view, will improve the efficiency. Efficiency and effectiveness are directly influenced by training;
ultimately it will lead to efficiency. In other perspective, it can be stated that, achieving the organization
purposes, is depended on the employee's ability to perform assigned tasks and compliance with environment.
Training and development, ongoing and planned efforts are done by management to improve the competence of
personnel and organizational performance. A country that fails to develop the skills and knowledge of its people
and its national economy to operate effectively, it is unable to develop anything else. In this regard, training is
always an instrument to develop the performance quality and management problem solving and the lack of it is
One of the fundamental issues any organization. It should be noted that education is a fundamental task in
organizations and is a continuous process. Employees should learn new thing in any level of organization, and
they should achieve new skills and information to have an efficient performance in organization. Efficiency,
effectiveness and productivity are the most important factors in organizations and they reflect all positive
results. They can guarantee the Sustainability and survival of organizations.
In today competitive market, beside quality, HRM and TQM are also considered for Effectiveness and
efficiency of resource utilization. One of the main issues for managers is organizing and management of human
recourses which can improve the organization abilities and lead to Development, maintaining and improving
performance. Applying the HRM, includes Personnel recruitment, human resource development, the functions,
human resources, employee participation and team making in organization to facilitate the implementation of
TQM tools and techniques to undertake the performance of the systems, standards, policies, assessment and
corrective actions for continues improvement. Thus Interaction, coordination and regulation of these two factors
can be effective in creating an environment, in order to improve the efficiency and efficacy results in better
organizational performance and employee satisfaction.
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Better quality of goods and services, is the result of the optimal training. So Quality and continuous
improvement of quality is considered as an important factor, by Scholars and academic institutions. Universities
and research centers, with new initiatives are looking for promoting and providing quality services to their
customers. Therefore, David Bowen and Edward Lawler expressed the relationship between TQM and HRM as
follows:
The importance of HR is related to the quality of senior managers and HR managers are moving toward
strategic human resource management. A major role in the effort to improve the quality of human resources is
done to add value to products and services for company. One of important TQM influences, from the
perspective of strategic human resource management is the emphasis on training. TQM claims that errors will
reduce the quality, and it’s a result of having not trained workers, therefore, training must be provided.
The investment in manpower training is a very important purpose. Today, a significant share of the budget of
each country is allocated to these systems, and it’s very important in the economic, social, cultural and political
aspects of community. The management of these systems is very important. According to Philip Kombz the
Evolution in training must be started from management. As human societies are changing from traditional to
industrial and post-industrial, Science and Technology are evolving too. According to this the role of training is
very critical. In a way that some researchers state that: “training is management”. It means that, without training
foundations of management is unstable and will collapse. Staff training is vital and inevitable that must be
addressed consistently with the overall management processes to other management activities. In fact training is
one of the principal and reasonable ways in guiding the employee’s efforts in organization and leads to
Employing predisposition, operating the creation of a sense of imagination and mental flexibility. But we
shouldn’t forget that, training will be efficient and useful when, it’s coordinated with spiritual needs, present
and future physical and mental health of each employee. William H. Draper says: Basis of common sense is
based on education. Foundation of development organizations is related with the creativity and innovation of
Human Resources. Human Resources are the first factor of the development of countries. Development of
countries requires to thinking, critical thinking, creativity and innovation of human recourses. Today the
development of countries, institutions and organizations is linked to human science and knowledge. One of the
important problems in our country is that, the education and training is forgotten in our country. Bat today in
Competitive world, one the critical and important factors to make the evolution and survival of an organization
and achieving to purposes are education and training. Countries such as Switzerland and Japan, with a lack of
resources such as land, energy and mineral resources, understood that the most important source of growth and
development of human resources are training, incentives and community development. And they spend a great
capital on this issue. Because they believe that investing on training is a long term investment. Thus one of
important methods is to achieve the goals and improvement and efficiency is training and education.
The purposes of human recourse training
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Generally, the purpose of each activity, is making change in people's behavior, which leads to increase in skills
and knowledge, so as employees can perform their tasks in the best way. Training has some goals such as
improving the skills, changing the behavior and increasing Competence. Curl and Kozomit believe that: the
purpose of training includes the levels of skills, abilities, and perspective of people under training. They provide
six goals in this regard:
1.
Improved performance
2.
Update staff
3.
Job promotion
4.
Solving
5.
Preparation for promotion
6.
Acquaint new employees with the organization's goals [10]
Role of human resources in productivity
The place of training in organization is after Attraction system, the improvement and development of human
resources. In fact educating is one of the most important factors that is a complementary of hiring system in
organization and reinforces the human recourses and guarantees the future success. Training provides the
deeper sight for knowledge and gives more abilities to individuals to fulfill their commitments and ultimately
leads to achieve the purposes of organizations. Today fewer organizations can improve without staff training
and develop. Thus, it can be said that one of the factors which influences the efficiency and can play a key role
in improving it, is the training of human recourse. New techniques are not sufficient without trained and
educated human recourses.
The role of TGM in training
Until now, there hasn’t been a specified plan to define and standardize the TQM in training. Although there had
done some efforts in different communities, according to the significant differences in training plans of different
levels as well as its dependence on educational policies of each country, there will remain a limited escape to
perform. Moreover, as results of training emerge after a long time, it’s not very attractive for industries.
TQM and Effectiveness of Training
Total Quality Management is a management culture which can be used as Tools to be for all human resources,
finance, technology and…, after Institutionalization.
The main TQM purpose is to involve all trained employees from top managers to the lowest levels, using
Educational activities, goals and mission of the organization. TQM system provides the appropriate structure
for the exploitation of experience, talent, intellectual ability and physical sources of educational organization by
representing the methods and tools. And it automatically helps the organization management to apply the
Existing and potential capabilities of educational agents in future. The mission of management training is
exploiting the staff and it can be easily possible, using the TQM.
Summary and Conclusions
If we accept that, one of the main activates of top managers is planning and monitoring the implementation of
projects, we will understand the importance of TQM, which is not applied in our country. One important feature
of effective administrative systems is development. Development can be defined as a shift and evolution in
situation of an organization. But the broader concept of it is enriching and improvement the quality of human
life. Certainly improve in efficiency is not a miracle. To achieve this purpose, we should prepare the field for
employees and give them the opportunity so as they can show their talents and creativity to participate in
achieving the goals of organization. According to experts, to reach this purpose we should pass many levels that
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the simplest and the most effective level of it, is training. Generally the capacity to do a productive work can be
increased by Systematic training and the development of jobs and career planning.
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