Role of human factors in TQM: a graph theoretic approach

Purpose – To represent the effect of ‘human factors in total quality management (TQM) environment’ in terms of a single numerical index by considering their inheritances and interactions. Design/methodology/approach – Various human factors affecting the TQM culture in an organization are identified and discussed for the sub factors affecting them. These factors are interacting with each other and their overall effect helps an organization in attaining TQM enabled needs. The paper attempts to represent the overall effect of human factors quantitatively by developing a mathematical model using graph theoretic approach. In this approach, interaction among identified human factors is represented through digraph, matrix model and a multinomial. Findings – The extent of human aspects present in an organization, conducive to TQM culture is represented in terms of the “human index”. It provides an insight into the human factors at system and subsystem level. The developed procedure may be useful for self‐analysis and comparison among organizations. Research limitations/implications – Since, human behaviour is difficult to predict, so are the human factors. The paper considers general factors, which may vary depending on type of organization, size of organization and geographical location. There is a scope of research in factor specific organizations. Practical implications – It provides a useful methodology for organizations to assess human aspects and improve upon therein. Procedure for stepwise application of methodology is given with example that may help an industry to implement it. Originality/value – The paper attempts to quantify the intangibles through systematic approach and is of value to industries to improve upon their work environment.