6Managing for Quality

This chapter covers two major topics relating to managing an organization for producing quality results. The first deals with managing an organization’s human resources, and the second deals with planning for quality, making quality as one of the parameters for strategic planning of an organization, along with financial and marketing metrics.

6.1Managing Human Resources

6.1.1Importance of Human Resources

For an organization pursuing quality and customer satisfaction, success greatly depends on how the workforce contributes to this effort. “If total quality does not occur at the workforce level, it will not occur at all” (Evans and Lindsay 1996). The contribution from the workforce depends on how it is recruited, ...

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