2.9. Quality from HR Perspective.........................................
Quality is one of the independent variables of this study based on the assumption that
while strategizing for organizational development it is inevitable to include this aspect of
services and products. In this study the HR perspective of quality is assumed to have a
direct correlation with the capacity development which in turn contributed towards
individuals’ career development.
According to Thomas J. Cartin(1998), Quality Management in the past was
related to the functional aspect of the business process. In the present systems every one
has to contribute to the process and therefore, require new knowledge and skill,
reeducation and training. Cartin comments on quality from the HR perspective as:
Quality management in the past meant the management of a functional
organization responsible for the quality activities. It now includes the
quality aspects of everyone's work in the overall organization, plus those
of the customers and suppliers. This requires new knowledge and skills,
reeducation and training. With change expected to continue, reeducation
and training should never end. (1998)Initially, understanding the quality standards and evaluating the process was the
responsibility of the Managers only and therefore when an organization decided to
introduce certain quality standards, they focused on training of the managerial cadre only.
Today the process has been extended down to the other staff as well. Now a days quality
does not mean introduction of control measures, but also focuses on changing
management style within the organization. Cascio explains quality enhancement in terms
of focusing on HR strategies for selection and training program.(2000, p. 609) On order
to attain quality in out and services Charanthmath comments that “The company must
ensure that people whose performance affects the quality of its products and services are
competent in terms of their education, training, skills and/or experience.”(2003)