Total quality management and human resources selection: A case study of the national teacher selection in Taiwan

Abstract

Few studies consider the total quality management (TQM) perspective as part of the selection process in order to enhance the service quality of both the process and the selection of competent teachers. The main purpose of this study was to use a case study to identify the critical success factors that enhance service quality in the national teacher selection process in Taiwan. Data were collected from multiple sources including 7 years of archival materials, annual reports and official websites. We also conducted in-depth interviews with successful and unsuccessful job candidates, as well as staff who had hosted the selection within the past 7 years. Our findings reveal seven critical success factors that enhance the service quality of the selection process (SQSP): top management support for the selection process; focus on customer orientation in the selection process; expand the scope of cooperation and participation; provide TQM-oriented training to selectors; make continuous improvements in the process; focus on problem prevention rather than correction; and apply appropriate selection tools as well as quality management tools during the process. Theoretical and practical implications are also discussed.

Keywords:

• total quality management
• human resources selection
• teacher selection
• service quality

Acknowledgement

An early version of this paper was presented at the 14th QMOD conference on Quality and Service Sciences ICQSS 2011, San Sebastian, Spain. We thank conference chair, Su-Mi Park-Dahlgaard, Professor, for reviewing our abstract and session chair, Rainer Isaksson, Professor, for reviewing our full paper.

We also thank the editor in chief, Jens J. Dahlgaard, and an anonymous reviewer for their insightful comments. The quality of this article is enhanced because of these comments.

Notes

1. Although MOE is in charge of the national teacher selection process, it typically delegates all selection tasks to a participating school (i.e. the host school).

2. Because this national selection has been hosted by different schools via the MOE's delegation, they usually removed the websites each year. The only existing website is from the 2012 host school: http://210.70.75.12/ (in Chinese).

3. The procedures for the application and examination of candidates' biodata or documents have been corrected. Now, the procedures are conducted online. Both candidates and the selection committee will not spend time for examining their documents at the site.