Soft Human Resource Management dimensions in TQM. The case of a maritime enterprise

Purpose: This paper aims to examine which specific role Human resource management (HRM) may play to enhance the total quality management (TQM) programme by developing the soft aspects. Design/Methodology: To reach our purpose, we approached through a narrative case study, showing strategic behaviours and competitive schemes adopted by a medium-sized company in the maritime sector. Results: We individuated 5 HRM-related dimensions which offer a valuable contribution to quality orientation: Customer focus, Employee empowerment, Employee involvement, Employee Training, and Leadership. Limitations: The main limitation is that our empirical analysis concerns evidence from one firm operating in a specific sector. Research/Practical Implications: TQM and HRM should find a mutual integration and reciprocal support, precisely focusing on specific practices which seem to represent a link between their respective fields. Originality/Value: Because of the strong dependence on external contingencies, the maritime sector asks organizations to adapt and being flexible to face diverse and complex emergent challenges.