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Influence of HRM practices on quality management systems in telecommunication companies in Sri Lanka

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dc.contributor.advisor Wickramasinghe, V Chathurani, WMN 2014-07-28T12:00:43Z 2014-07-28T12:00:43Z 2014-07-28
dc.description.abstract Telecommunication is a thriving industry in present Sri Lankan context. The rivalry among the companies in the industry are increasing, due to new entrants to the market, new policies and regulations, introduction of new state of art technologies and market saturation. Therefore successful existence in the market essentially depends on the quality of the service provided to the customer. Telecommunication industry primarily consists with educated and skilled employees. Thus human resource management practices should have a strategic and coherent approach to manage these employees, whom can be considered as a valuable asset to the company. Hence human resource management practices should be designed in such a way that it fulfills the ultimate goals of quality systems. Number of researches has been carried out on different quality concepts in the context of manufacturing and service sectors previously. The objective of current research is to analyze the influence of human resource management practices to the performance of quality systems of telecommunication companies. Hence make recommendations to improve the quality system performance by altering the existing human resource practices. The considered human resource practices and criteria for measurement of quality system performance were identified referring the literature and according the conceptual model was developed. The data was collected from seven operators who are in mobile and fixed line operation. Data analysis consisted with descriptive statistics which were used to analyze the characteristics of sample and respective companies. Statistical analysis methods were used to test the hypotheses. The Findings of the research indicates that there is a significant positive relationship existing between human resource management practices and the quality system performance. From the considered practices, performance management system, intrinsic rewards, process improvement teams, training and teamwork have positive correlations to service quality. Rewards system, performance management system, teamwork and workplace improvement teams have positive correlations with continuous improvement behavior. en_US
dc.language.iso en en_US
dc.title Influence of HRM practices on quality management systems in telecommunication companies in Sri Lanka en_US
dc.type Thesis-Abstract en_US
dc.identifier.faculty Engineering en_US Master of Business Administration in Management of Technology en_US
dc.identifier.department Management of Technology en_US 2010-12
dc.identifier.accno 100806 en_US

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