The human side is critical to the implement action of a Total
Quality Management (TQM) system. Few researchers have devoted
attention to this area. Regarding the theory of quality
management, research along these lines is beginning to appear.
This study is based upon the work of Deming, and focuses on the
human side system factors to investigate the relationship
between the implementation of quality management and work
performance. From Deming''''s perspective, there are three
dimensions (ie., the strategic, technical and human side of
system factors) to consider. The hypothesis investigated by
this study posits that human side system factors are the main
sources of the variation of work performance, through the
mediating effects of ability to improve and felt
responsibility. This leads to a cross level model incorporating
human side system factors and work performance. This study
utilized the case study and the questionnaire methods to
collect data. There were two samples, i.e., Philips Electronic
Building Elements Industries(Taiwan) Ltd. (PEBEI). and Orient
Semiconductor Electronics Ltd. (OSE). in the case study.
Intensive interview were employed to investigate the real
sources of the variation of work performance. Subjects for the
questionnaire method were distributed in eight semiconductor
companies in the Kaohsiung area. Structured questionnaires were
used to obtain quantitative data regarding the human side
system factors, ability to improve, felt responsibility, job
characteristics, and work performance.