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By examining human resource management (HRM) techniques and processes from the `receiving end', Experiencing Human Resource Management provides a rich and valuable view of HRM initiatives and strategies. If HRM is to contribute to the objectives of the organization, it is imperative to understand how HRM techniques are being applied and experienced. The current HRM literature is dominated by a managerial focus and perspective, however this book tells the experiences of employees in more than 20 organizations across a number of sectors and countries. It sets out to answer three questions: A decade or so from its arrival, is HRM delivering its promises? Of the many documented changes in workplace policies and practices
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9 Experiencing Human Resource Management Experiencing Human Resource Management edited by Christopher Mabey Denise Skinner Timothy Clark SAGE Publications London· Thousand Oaks· New Delhi Editorial arrangement and part introductions © Christopher M abey, Denise Skinner and Timothy Clark 1 998 Chapter I © Timothy Clark, Christopher M abey and Denise Skinner 1 998 Chapter 2 © Karen Legge 1 998 Chapter 3 © Chris Rees 1 998 Chapter 4 © Linda Glover and Deborah Fitzgerald-M oore 1 998 Chapter 5 © Graeme Martin, Phil Beaumont and Harry Staines 1 998 Chapter 6 © Jason Heyes 1 998 Chapter 7 © Aisling Kelly and Kathy Monks 1 998 Chapter 8 © Julia Connell and Suzanne Ryan 1 998 Chapter 9 © Patrick Gunnigle and M ichael M orley 1 998 Chapter 1 0 © M ary M allon 1 998 Chapter II © Paul l ies, Elisabeth Wilson and Deborah H icks-Clarke 1 998 Chapter 12 © Diane Preston and Cathy Hart 1 998 Chapter 13 © Rona S. Beattie and M a rilyn McDougall 1 998 Chapter 14 © Christopher M abey, Timothy Clark and Denise Skinner 1 998 First published 1 998 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, transmitted or utilized in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without permission in writing from the Publishers. SAGE Publications Ltd 6 Bonhill Street London EC2A 4PU SAGE Publications I nc 2455 Teller Road Thousand Oaks, California 9 1 320 SAGE Publications I ndia Pvt Ltd 32, M - B1ock M arket Greater Kailash - I New Delhi 1 1 0 048 British Library Cataloguing in Publication data A catalogue record for this book is available from the British Library ISBN 0 76 1 9 5 1 1 6 4 I S B N 0 761 9 5 1 1 7 2 (pbk) Library of Congress catalog card number 97-062126 Typeset by M Rules Printed in Great Britain by Biddies Ltd, Guildford, Surrey Contents List of editors and contributors List of figures List of tables Acknowledgements Foreword by John Monks VB IX X Xl Xlll PART I INTRODUCTION 1 Experiencing HRM: the importance of the inside story 1 Timothy Clark, Christopher Mabey and Denise Skinner 2 The morality of HRM 14 Karen Legge PART II QUALITY AND CULTUR E CHANGE PROGRAM ME S 3 Empowerment through quality management: employee accounts from inside a bank, a hotel and two factories 33 Chris Rees 4 Total quality management: shop floor perspectives 54 Linda Glover and Deborah Fitzgerald-Moore 5 Changing corporate culture: paradoxes and tensions in a local authority 73 Graeme Martin, Phil Beaumont and Harry Staines PART I I I THE PERCEIVED I M PACT OF H R M ON PERFORMANCE AND PRODUCTIVITY 6 Training and development at an agrochemical plant 97 Jason Heyes 7 View from the bridge and life on deck: contrasts and contradictions in performance-related pay Aisling Kelly and Kathy Monks 113 Con tf'll ts VI 8 Culture c