Human Resources

In this respect, one recent trend within the field of HRM, consistent with the total quality management philosophy, is for the HR executive to take a customer-oriented approach to implementing the function. In other words, the strategic planning process that takes place at the level of the business can also be performed with the HRM function.

HR executives in more progressive U.S. companies have begun to view the HRM function as a strategic business unit and have tried to define that business in terms of their customer base, their customers’ needs, and the technologies required to satisfy customers’ needs ( Figure 16.2 ).

For example, Joe Ruocco, the former chief HR officer at Goodyear, encouraged his HR function to take a customer-centric approach.

Figure 16.2 Customer-Oriented Perspective of the HRM Function