Human resource issues in total quality management: a case study of Kenya Airways

Abstract

Good management practices on the human resource functions can play a critical role in the implementation of a quality environment which in turn supports a strategic initiative. This research seeks to evaluate the importance of Human Resource Management in Total Quality Management (T.Q.M). Research questions address issues of employee involvement, motivation, innovation and their contributing effect to the success of the T.Q.M programme. This is done through a case study of Kenya Airways. Stratified sampling encompassing the views of identified groups in the total population was used, with interviewees randomly selected. Primary data was collected through a self administered questionnaire, with secondary data coming from memoirs, management minutes, reports and archival records. The findings were that Kenya Airways quality management system was founded on the basis of Local Quality Plans which were developed by their own staff and agreed to by management. Staff were motivated through involvement, autonomy and rewards. Education and training were key ingredients. Ultimately team work and better communication enhanced the T.Q.M. system. The researcher concludes and recommends that human resource quality cornerstones are anchored on: empowering employees, effective communication, eradicating fortress management, educating and training staff. This way, you can achieve quality through people.