CARCOM: THE TQM INITIATIVE

'Carcom' is a supplier of automotive safety components employing around 700

staf which is located on two sites in Northern Ireland. The company was
originally American owned but after a joint venture with Japanese partner in
the late 1980s, it was eventually bought out by the latter. The quality initiative
began in 1988-89 with a five-year plan based on the Kaizen philosophy, this
concept having been picked up from the Japanese partner. This was driven by
senior management in response to what they saw as increasing
customer demand and operating considerations. The achievement of ISO 9001
registration in 1990 brought together processes carried out by departments
which had previously been undertaken in isolation. The company is now
focusing on Kaizen with the principles of improvement, customer delight,
systems focus and participation. A range of quality management tools and
techniques are used. A TQM steering committee is responsible for overall
direction but there is also a further steering committee to oversee
implementation of the Quality Improvement Teams (QITs) as well as a full time
coordinator. There are teams of shop floor operators based on natural
workgroups, and these tend to focus on product problems and environmental
issues (such as working conditions). In contrast, Kaizen teams focus on process
improvements (for example, die change) and problem-solving workgroups are
established in response to specific customer concerns (for example, warranty
claims).Senior managers stress that a long-term approach is now being taken
which is in contrast to some of the programmers in the early 1980s. These
former piecemeal initiatives included quality circles which had been
characterized by considerable changes in personnel , with a number of
champions having moved on leaving behind a flagging initiative in contrast,
the company is now taking time to get the processes right and providing a
central focus through quality for change. Cultural change is the aim but it is
recognized that only incremental progress can be achieved and that a
supportive attitude is required from management Thus, QIT members are given
extensive training and are encouraged to tackle problems which give early
success and build teamwork, rather than put pressure on teams to deliver
immediately on big issues
The Impact of the TQM Initiative
While it is still early days, the initiative is already felt to have had a major
impact. The management structure has been reduced by one layer, shop floor
layout has been improved, and scrap rates, stock, work-in-progress and
inspection times have been reduced, so too have the numbers of inspectors,
whose role is now seen as one of analysts. Employee response to these
changes has generally been positive, and the company as spent considerable
efort in relating 'quality' directly to employees' work, particularly through the
use of measures which are displayed adjacent to the workstation and
maintained by staf themselves. The unions were assured that there would not
be job losses as a result of Kaizen, although they continue to have concerns
about this and also raise the issue of payment for changes in job roles particulate in relation to SpC. The company has adopted an open information
policy to foster greater trust at the workplace,

and business-related issues are given greater prominence at the joint works
committee meetings. Management also believe that the quality initiative has

led to a reduction in union influences although this was not an original

objective

The Strategic Nature of the Human Resource Function

The human resource function has emerged from a welfare to a more strategic
role in recent years. This has been assisted by an MD who is regarded as a
'people' s person' claiming that 'you can't divorce people from quality,' and by
the appointment of a personnel director to the boated together with a new
industrial relations manager. This has broadened the role of human resources
and enhanced its status The appointment of a training manager was
significant, since under the previous regime little of-the-job training was
conducted. Training budgets have actually increased in volume and monetary
terms despite the company's recently recorded trading losses. Recruitment
and selection are becoming more sophisticated as the company wish to
identify team workers. The links between human resources and quality were
made explicitly by the MD : "We cannot separate HR from TQM, and without HR
the QIP will not work efectively." In addition to the issues mentioned above,
the function was also seen as being important in building the people aspect
into the strategic quality planning process. Addressing the problem of
absenteeism, and supporting line management by helping to change employee
attitudes/organizational culture. In addition, the function has
provided appropriate training programmer for quality, in which there has
been considerable investment in time and resources, it has counseled the
mentors to the QIT, and ensured that managers communicate with staf by
providing advice on the best means of doing this. Quality principles are also
being developed in relation to the human resource function, with specific
targets being set (for example, for absenteeism) as well as more general aims
(for example, on training).

Questions :
(a) Analyze the links between TQM and HRM with reference both to this case
study and more generally.
(b) What does the case study demonstrate about the contribution a
personnel/HRM function can make to the development of TQM in an
organization ?
(c) How might the principles of TQM be applied to a personnel function ?
(d) What general implications does TQM have for industrial relation?

Question # 01
Analyze the links between TQM and HRM with reference both to this case study
and more generally.
Answer.

Total Quality Management (TQM) is now widely recognised as one of the major
innovations in management practice over the last decade. For the most part,
however, the principal contributions to the analysis of TQM and its operation
have come from people in the Operations Management area (for example,
Oakland, 1989, Dale & Plunkett, 1990,Dale, 1994). Arguably, this has led to a
preoccupation with the so-called hard production-orientated aspects of TQM
as opposed to its softer Human Resource Management (HRM)
characteristics. This means that less attention has been focused on peoplemanagement issues such as appropriate supervisory styles,
compensation/payment systems, teamwork, industrial relations and the
implications for diferent managerial functions. The Economist Intelligence.
Furthermore many of the problems arising appear to have been those relating
to Human Resource (HR) issues such as management style, attitude sand
culture. One possible explanation for this is that TQM has developed from a
quality assurance ideology and consequently focuses on the hard
measurable aspects such as costs and production/operation performance to
the relative neglect of the so- called soft aspects. Thus the limitations of
TQM can be at least partially attributed to the neglect of human resource
policies in the organisation and a failure to align the HR policies with TQM to
ensure integration. These critical soft issues are apparent from most report
sand research yet remain relatively unexplored in comparison with the use of
quality management tools and techniques and quality systems. TQM has been
taken up by a number of HR writers who have seen it as an opportunity for the
function to play a strategic role. Until recently the personnel profession
appears to have been slow to see the implications for the function. This may
have been because they saw it as refashioned quality circles (with which they
had negative experience) or more likely because it was seen as essentially
quality control/assurance and consequently regarded as a job for operations
managers (Wilkinson, Marchington, Ackers &Goodman).The past few years has
seen both a shift in emphasis to human resource issues within the quality area
and the growing interest of personnel specialists. The former reflects two
factors. First, a shift from quality assurance to TQM with a consequent greater
emphasis being placed on issues such as employee involvement. Second,
growing evidence which suggests that TQM has major problems in the socalled soft areas and in particular

culture, involvement and communication. According to Cruise OBrien and

Voss: Quality depends on broad based employee involvement and commitment.
New and innovative human resource policies were reported by managers in a
number of organisations, but these were not often related to quality. . . .
Divorce of human resources from quality, except in name, could seriously
retard the spread of quality through the firm. This would appear to present the
personnel function with a window of opportunity, even if it has little
involvement from the start of TQM. In this sense, the shift of focus to human
resource issues may not have come about at the behest of the personnel
people but because others have recognised a need for their involvement,
albeit at a late stage. Thus, a number of writers have begun to identify the
opportunities which TQM might ofer for the function. Giles and Williams argue
that Quality has a high personnel content. It gives strategic importance to
policies and processes that personnel managers have traditionally considered
to be their own patch and thus quality management is pure strategy on a
plate waiting for some personnel input. In this case we generalized it as, The

achievement of ISO 9001 registration in 1990 brought together processes

carried out by departments which had previously been undertaken in isolation.
The company is now focusing on Kaizen with the principles of improvement,
customer delight, systems focus and participation. A range of quality
management tools and techniques are used. A TQM steering committee is
responsible for overall direction but there is also a further steering committee
to oversee implementation of the Quality Improvement Teams (QITs) as well as
a full time coordinator. There are teams of shop floor operators based on
natural workgroups, and these tend to focus on product problems and
environmental issues (such as working conditions). In contrast, Kaizen teams
focus on process improvements and problem-solving workgroups are
established in response to specific customer concerns. The links between
human resources and quality were made explicitly by the MD Training budgets
have actually increased in volume and monetary terms despite the company's
recently recorded trading losses. Recruitment and selection are becoming
more sophisticated as the company wish to identify team workers.

Question # 02
What does the case study demonstrate about the contribution
a personnel/HRM function can make to the development of TQM in an
organization ?
Answer.
The case studies demonstrate about the contribution a personnel/HRM function
makes development of TQM in an organization or diferent sectors, size bands
of employer and regions throughout the world. These organizations were
chosen so as to provide a diverse mix of experiences, and not just those cases
which were known as exemplars in the quality field. A variety of research
methods were employed in order to obtain data from each organization. This
included the collection of documentary information both from published and
internal reports, and interviews with a range of staf from diferent functions,
including the Chief Executive/General Manager in most cases, as well as line
managers, personnel practitioners and (as appropriate) trade union
representatives. We interviewed around ten people in each organization of
whom the vast majority were not personnel practitioners. In the next section
we draw upon the research findings from three cases to illustrate the issues
relating to TQM and the management of human resources. These cases are
drawn from manufacturing which is appropriate since this is seen both as the
best tested for TQM initiatives and also in so far as manufacturing companies
are usually regarded as the mainstream companies for HRM.
Hence manufacturing provides a good basis to examine the interrelationship
between TQM and HRM and our three cases are chosen to reflect quite
diferent patterns of existing HRM within manufacturing namely those of the
automotive components supplier industry, electronics and chemical industries.
This therefore provides quite diferent starting point sand contexts for the
development of TQM. A visit by the MD to a number of suppliers convinced him
that TQM was required as a vehicle for organizational change. From a nearly
stage, HR aspects were identified as central to the development of TQM
experienced over the years a number of short-lived initiatives (including
quality circles)introduced by a number of diferent managers. To show his
commitment the MD interviewed all staf (then over 300) on a one-to-one
basis, with meetings ranging from half an hour to over two hours. It was at this
stage that the MD decided to appoint the HR Director to champion TQM. This

was for three main reasons. First, given that the company was stressing
communication, it made sense to place responsibility within the HR function.
Second, it was necessary that TQM should be seen as a much broader issue
than simply quality assurance, and it was felt that the wrong message would
be given if the Quality Department was given the responsibility for
introduction. Third, given some conflict and friction between diferent
departments, it was important to have Quality steered by what was perceived
to be a neutral body Human Resources.

Question # 03
How might the principles of TQM be applied to a personnel function ?
Answer.
The principles of TQM be applied to a personnel function can take a wide
variety of forms, ranging from direct downward communication from managers
to other employees or the seeking of employee opinions V via problem-solving
groups through to high-level meetings between directors and trade union
representatives on Works Councils or Company Boards. The subject matter
equally can vary from the mundane to the strategic, focusing on social and
sports items through to high-level financial and commercial information. The
diferentiates between employee involvements defined as: Education,
communications, customer care, as in all the case organizations. Amended job
responsibilities, hierarchically and at the same skill level, as at Photo chem.
Problem solving and the tapping of employee opinion, as at Electron. Even
though these are not radical in orientation, their successful operation depends
to. A large extent on the climate within which they are introduced, the motives
and abilities of managers to make them work, and their primacy in relation to
other organizational goal sand objectives. These former piecemeal initiatives
included quality circles which had been characterized by considerable changes
in personnel , with a number of champions having moved on leaving behind a
flagging initiative in contrast, the company is now taking time to get
the processes right and providing a central focus through quality for change.
Cultural change is the aim but it is recognized that only incremental progress
can be achieved and that a supportive attitude is required from management
Thus, QIT members are given extensive training and are encouraged to tackle
problems which give early success and build teamwork, rather than put
pressure on teams to deliver immediately on big issues.
Question # 04
What general implications does TQM have for industrial relation?
Answer.
Industrial Relations TQM seems to require wholesale organizational
changes and a re-examination of production/operations methods and working
practices and this has implications for industrial relations. The literature
suggests that persuading workers to take responsibility for quality assurance
and improvement and adjusting traditional job roles requires little more than a
dose of motivation and training. However, these are issues which (certainly in
the manufacturing sector) involve questions of job control and working
practices and possibly compensation as well. At Photochem, for example, a
decision was made to work with the stewards in introducing change rather

than ignoring or passing them. Industrial relations considerations may also be

important where TQM is associated with a programmed of job losses and work
intensification. Furthermore, trade unions may be concerned that TQM would
marginalize the union as a communications channel, Carom, at the same time
strengthening the sense of commitment to what might be seen as managerial
objectives. All this raises the question of the role of the Personnel Department.
Recognition of the significance of HR issues in principle is by itself
inadequate. In her classic work Legged pointed out that: Non-specialists, while
formally recognizing the importance of efectively utilizing human resources,
lacking as they did the expertise to develop a systematic view of what this
entailed in terms of personnel strategies and actions, in practice tended to
underestimate the importance of the human resource variable in decision
making on issues that were not explicitly personnel management. Hence, a
personnel contribution is crucial to all full consideration of HR issues. Thus,
Giles and Williams suggest that TQM could either be a heaven sent opportunity
for the Personnel Functions (because of the human resource implications of
TQM) or alternatively actually lead to a diminishment of the function since
such issues are deemed to be too important to be left to Personnel! Yet as they
rightly point out Personnel people have much to ofer quality management.
They are guardians of key processes such as selection, appraisal, training and
reward systems, which get right to the heart of achieving strategic change.
Given conflict and friction between diferent departments as at Electron,
Personnel. also has the advantage of being seen as a neutral function and
has a better chance of driving change forward in a less divisive way with fewer
political wrangling. The Personnel Function played a central role in all three
case studies by helping to develop and shape TQM. At Electron and Photochem
the Personnel Function held most responsibility for driving TQM, whilst at
Carcom it played more of a facilitating role.