Human resource management and quality culture : a survey in the Hong Kong banking industry

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Human resource management and quality culture : a survey in the Hong Kong banking industry


Author: Tsang, Tsui-man
Title: Human resource management and quality culture : a survey in the Hong Kong banking industry
Degree: M.Sc.
Year: 2000
Subject: Banks and banking -- China -- Hong Kong -- Personnel management
Banks and banking -- China -- Hong Kong -- Quality control
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: iv, 83 leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: Nowadays, most companies talk about quality management and how it can improve performance and gain a substantial competitive advantage for a company. Most studies show that human resource issues are critical for the success of total quality management (TQM), the implementation of which is dependent on the existence of a total quality culture among all personnel. This research project identified the human resource management factors that would affect quality culture and four relevant human resource management policies were identified. They were recruitment, training and development, recognition and performance appraisal system as well as employee involvement and relations. Theoretical framework was hypothesized and an empirical survey was conducted with the senior managers and human resource managers of various organizations in the banking industry in Hong Kong. The results of the statistical analysis indicated that all four human resource management variables are correlated to company quality culture. It also shows that recruitment, recognition and performance appraisal system, employee involvement and relations are critical factors for company quality culture. However, training and development is not the critical factor in the study. This may be due to the banking industry limited emphasis on the training or staff development or the sample size of the study is not large enough. However, this study is able to research into the impact of human resource management policies on company quality culture in TQM context. In order to do a more complete research in future, the sample size should be larger and extended to other industries to obtain comparable results.

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