Quality has in recent years become popular through its success as a strategy often called Total Quality Management. It has been associated with the manufacturing industry in the past where statistical tools have enabled dramatic improvements in an organisations performance.
The trend is moving away from these technical adaptations to a recognition of the services required by the customer, often called a customer focus. This approach to quality throughout the organisation requires recognition of all people in the organisation. Their understanding, involvement and motivation towards the quality strategy is becoming a key component in the success of TQM. Yet human resource development and involvement is one of the most difficult long term objectives of strategic quality.
This report considers four factors that are considered to impact upon a company's human resource. These are motivation, empowerment, teamwork and a customer focus. Each is in turn developed in light of the quality literature to assess the importance placed them.
Case study analysis of the South East Queensland Electricity Board was used to determine the importance placed upon motivation, empowerment, teamwork and a customer focus within an organisational environment.
Comparison of the literature with the practices in the case study are used to highlight areas of further research and the overall importance placed upon the human resource in TQM.