Applying production-related quality techniques to the human resource function of a service or knowledge-provision organization.

摘要

Quality assurance professionals developed measurement, analysis, and control techniques to increase the performance, dependability, durability, and longevity of products. Leaders of the fledgling service sector adopted production-based quality assurance techniques to help control the timeliness, consistency, and accuracy of their offerings. Burgeoning service and knowledge-based organizations identified the value of measuring and controlling the performance of employed and contracted workers.;This project presents a series of human resource challenges from the research of quality assurance, human resource, and general management literature including worker recruitment, training, retention, and turnover. The project describes and applies established quality assurance techniques to those human resource challenges. The selected quality assurance techniques include a standard process improvement cycle, performance measurement methods, idea-brainstorming practices, check sheet data collection tools, Pareto Analysis, checklists to verify completion of activities, process map documentation, run and control chart methods, benchmarking strategies, and cost of quality measurements.