Role of HRM in effective implementation of QMS

When a business organization  lacks  in  the human resources with  correct  attitude and capability for  designing and operating the business processes that fulfill the customer expectations, the QMS may fail to deliver any tangible results.  This is the reason, why ISO 9001 :2015  has   the HRM principles embedded in the  basic structure.  People oriented philosophy is apparent in the following  quality management  principles: 

• QMP2   principle of leadership,
• QMP 3  principle  of people  engagement
• QMP 7 principle of relationship management

The international  standard gives a lot of importance to the human aspect of an organization. Enthusiastic  teams  of  trained  and motivated employees can ensure that the company  achieves business purpose and  QMS objectives by supporting the system whole heartedly.

HRM functions include

• defining the organization structure,  authority and  responsibilities of the employee roles,
• clear communication of these roles  and job descriptions to employees,
• determining skills and abilities(competence, experience , education ) needed for each role,
• evaluating competence of employees and building competence through training,
• evaluating the effectiveness of training
• managing performance and compensation to motivate the workforce and
• enhancing employee engagement .

Detailed  HRM requirements of  ISO 9001 certification

Planning for  ISO 9001 certification should be done with active  involvement of HR professionals as well as ISO 9001 consultants. Detailed clauses affecting  HRM are mentioned below. 

ISO 9001:2015, in clause 4.4 d requires resources (including human resources) needed  for the business  processes be determined. Clause 4.4e requires  that authorities and responsibilities be assigned for all processes in a very clear manner.

Clause 5.1.1 states that  the top management of the enterprise must  display leadership with commitment by

1. accepting  accountability for  maintaining effectiveness of the QMS,

      b. making sure that  quality policy is established along with quality objectives, (quality policy must be fully aligned to strategic direction and  business environment( context)

c.  communicating quality policy to  ensure understanding  and application

d  integrating   QMS into enterprise  processes

e creating  employee awareness in favor of  process approach

f providing  resources for  QMS including human resources

g promoting  employee awareness of total quality management  and need for conformity to QMS requirements

h achieving business results through effectiveness of QMS

I motivating, directing, engaging  and supporting  all people to contribute to QMS effectiveness  

J  supporting and promoting  improvement throughout the enterprise

K   providing   support to different  management  roles for leadership  in areas of  their  responsibility towards QMS

Delegating authority and responsibility for QMS

Clause 5.3 stipulates that authorities as well as responsibilities for  roles relevant to QMS must be clearly assigned, with clear communication for understanding. This delegation is for

A.  ensuring conformity to requirements

B.  making enterprise QMS processes to deliver  intended outputs

C.  reporting to top management about QMS performance and  need for changes as well as improvements

D. making sure that customer focus is promoted

E. maintaining integrity  during managing  changes for the system.

6.2.2 c requires  determination of  who will achieve objectives.

6.3 c says that while planning changes,   management  should ensure availability of  resources( human as well as others) and (6.3d )consider  changes in responsibility authority to make changes fruitful.

Requirement of competence

7.2a. requires that the competence requirement of persons affecting quality performance of the organization must be determined

7.2b. requires that management make sure (by collecting information) that  people are competent ( through experience, training as well as  education)