Roles and contributions of human resource management in quality program : experience from ISO 9000 certified companies in Hong Kong

Pao Yue-kong Library Electronic Theses Database

Roles and contributions of human resource management in quality program : experience from ISO 9000 certified companies in Hong Kong

 

Author: Lam, Wai-man Patrick
Title: Roles and contributions of human resource management in quality program : experience from ISO 9000 certified companies in Hong Kong
Degree: M.Sc.
Year: 1999
Subject: Business enterprises -- China -- Hong Kong -- Personnel management
Quality assurance -- China -- Hong Kong
ISO 9000 Series Standards
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: vi, 104 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1484338
URI: http://theses.lib.polyu.edu.hk/handle/200/1477
Abstract: This thesis concerns about the roles and functions played in Human Resource Management in ISO 9000 certified organizations in Hong Kong. The study was conducted in April 1999 through mailing questionnaire to those manager responsible for ISO 9000 or quality programme coordinator of the ISO 9000 certified organisations in Hong Kong. 362 out of 1085 (i.e. one third of the certified organizations) were randomly selected for study. 94 questionnaires were collected out of which 88 questionnaires were selected for further analysis after the data validation. The results show that Human Resource/ Personnel department has role to contribute in the quality journey of the certified organisations. In brief, Human Resource/ Personnel department performs supporting role and contributes on operational level, but it has potential to participate in more significant role such as guiding and coaching roles and on strategic level. The results also examine how the size of companies, TQM plan, nature of business and ownership of companies affect the roles and level of contributions performed by Human Resource/ Personnel department. The results substantiate the size of companies and TQM-oriented companies; but not the nature of business and ownership of companies, might impact on the roles performed by Human Resource/ Personnel department. Human Resource/ Personnel department also helps the implementation of ISO 9000 quality system, especially participating in the formulation of relevant recruiting and training systems. Some human resource activities are also identified as common practices for implementing ISO 9000 system. These activities include recruiting and selecting quality-conscious employees, designing and running induction courses which emphasize quality, and designing appraisals systems which reward quality work. In addition to these pro-quality HR activities, Human Resource/ Personnel department also helps solve some quality problems faced by those certified companies. Among the quality problems, the results show that the problems of lack of training/ education and resistance to change from organisational culture, middle management and staff can be tapped on the inputs from Human Resource/ Personnel department. To help companies in the journey to quality, Human Resource/ Personnel department should possess transformational skills to equip employees with necessary skills in implementing quality program as well as to build up quality awareness throughout the organisation. Human Resource Management involves the process of selecting, recruiting, training and rewarding individuals in the accomplishment of organisational goals through developing competent and committed workforce. Its participation in quality programs ranging from quality initiatives, ISO 9000 quality system to TQM system will facilitate good match between the system and people.

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