How We Serve You : White Papers
Quality Meets Human Resources
By Norma S. Simons
Introduction
The philosophy and principles of quality have long been considered to have an impact on the bottom line. Therefore, practitioners have begun to use the concepts not only in manufacturing areas, but in the non-manufacturing areas as well.
The quality paradigm becomes the framework behind generating continuous improvement efforts and, eventually, value for the company. The emergence of the Malcolm Baldrige Quality Award in the 1980s has further underscored the importance of quality principles in enhancing and achieving performance excellence.
This article explores some of the concepts of quality that could be used to change or modify methods used by the Human Resources function to provide value-added service to the company. To this end, five primary areas are discussed on these linked pages:
- The Transformation Model in HR
- Identifying the Customer
- Defining Key Processes
- Identifying Appropriate Measures
- Developing a Model for Continuous Improvement
Executives may also benefit from reading a brief summary of this whitepaper and a biographical profile of its author.
