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A TQM approach to evaluation criteria for human resource performance: results of a questionnaire survey

Gennard, J. and Soltani, E. and Van Der Meer, R.B. and Williams, T.M. (2003) A TQM approach to evaluation criteria for human resource performance: results of a questionnaire survey. In: Joint International Conference of the European Operations Management Association and the Production and Operations Management Society, 2003-06-16 - 2003-06-18.

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Previous research on Human Resource (HR) performance evaluation in quality-focused organisational environments is mainly confined to theory-based studies. In contrast, this paper provides some answers to empirical questions thrown up by the relevant academic literature relating to the characteristics of a typical quality-driven HR performance evaluation system. An attempt is made to identify the key generic criteria of such a system through the replies given by 64 UK-based quality-focused organisations to a questionnaire survey. Thus, the paper allows the reader to map the most important issues in performance evaluation in a quality management context. In addition, the effectiveness of the way in which performance evaluation is currently conducted is analysed in terms of the identification of training needs, employee motivation, the improvement of future employee performance and the overall performance of the organisation. Finally, suggestions are offered for moving towards a system of quality-driven HR performance evaluation.