The document discusses the role of human resource management in implementing total quality management (TQM) programs. Key points include defining internal and external customers, satisfying internal customers to satisfy external ones, measuring customer satisfaction and continually improving it. The HR department should identify senior management's expectations, reengineer the company to fulfill customer needs, and train itself to be customer-driven. It should also support quality improvement teams, reward team performance, and have promotion policies that believe in TQM philosophy.

1. ROLE OF
MIDDLE
MANAGEMENT
Human resource management

2. Role of HR
management
 All employees make customer
satisfaction their essential role .
 Define customer groups
(external , internal ) .
 Make sure to satisfy internal
customer to provide ultimate
satisfaction to external one .
 Define which products & services
will provide maximum customer
satisfaction .
 Measure satisfaction , continue
improve customer satisfaction .

3.  Applying these TQM issues
means that HR department
should identify the expectation of
senior management (main internal
cust.)
 By : periodic surveys , face to
face meetings .
 After knowing the need of
customer groups reengineer the
company to fulfill these needs .
 This customer first orientation
means that : environment of self-
initiative , flexibility , and
continually improve performance
in trouble areas come to light .

4.  HR department need to train
itself , focusing on being
customer- driven towards other
departments .
 Quality improvements teams
should use (spc) tools as defect
prevention as opposed to defect
correction , and identifying quality
problems .
 Apply motivation system towards
team accomplishments not
individual . Goal setting for group
efforts .
 HR dept. should design reward
system for team performance .

5.  TQM need senior management
support .
 HRM influence in developing
promotion policies , employees who
believe in TQM philosophy to
positions of influence .
 Self managed teams is the result ,
with self evaluation and peer rating
will increase team skills .
 HR department able to design
evaluation system to teams .
 Evaluation should be reviewed by
the chairperson to remove
unnecessary harsh language .
 Team achievements should be
published .

6. conclusion
 Quality can no longer be viewed
as the responsibility for one
department . It is a company-
wide activity that permeates all
departments at all levels .
 Employee are the key element of
any quality and productivity
improvements programs.
 Implementation of TQM tends to
be competitive strategy in all
types of organizations . This
forces for change also provide an
opportunity for an expanded role
of human resource management
in making TQM succeed .

7. Continue conclusion
 Commitment to TQM program is
essential .HRM should seek the
responsibility for implementing
TQM programs rather than risk
losing their influence over the key
element of TQM ( the employee) .