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HRM issues in quality initiatives for Malaysian universities

Ali, Noor Azman and Mahat, Fauziah and Zairi, Mohamed (2007) HRM issues in quality initiatives for Malaysian universities. International Journal of Economics and Management, 1 (3). pp. 437-452. ISSN 1823-836X

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The aim of this paper is to provide evidence on the importance of human resource (HR) related factors in total quality management (TQM) implementation. This involves identifying and defining HR-related critical success factors (CSFs) from an exhaustive source of literature reviews on quality initiatives. The ‘soft’ or HR-related CSFs in the literature review stand as the fundamental issue in building a theoretical framework. Non-scheduled-structured interviews were conducted on seven Malaysian universities involved in IS09000 certification processes. Results from the qualitative survey suggest the importance of effective communication, visionary leadership, congruent objectives and recognition and motivation as the four most critical HR factors in TQM implementation in the HE context. Practically, quality HRM as suggested in this study is not only the listing of human resource management (HRM) factors, but also to recommend that H-R-related CSFs are the crucial factors that must go right to ensure successful quality initiatives. Quality HRM demands that the management of an organisation consider the factors required to produce excellent performance. The ‘soft’ aspect is always suggested theoretically to be important to ensure successful TQM implementation. The findings on HR-related CSFs put forward in this research serve as building blocks for the development of a comprehensive conceptual theory in TQM. This study suggests and validates those HR-related CSFs that play crucial roles in successful quality initiatives.

Item Type:Article
Keyword:TQM; Human resource management; Critical success factors; Service quality; Higher education
Faculty or Institute:Faculty of Economics and Management
Publisher:Faculty of Economics and Management, Universiti Putra Malaysia
ID Code:676
Deposited By: Yusfauhannum Mohd Yunus
Deposited On:24 Nov 2008 21:32
Last Modified:06 Jul 2015 08:30

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