Abstract

In today's global era marked with tight competition among companies, an aggressive Human Resources Development (HRD) program is required to support the company missions and business strategies. Human resources, as the company's most valuable asset, should be developed to sustain the company's viability. Many business enterprises failed to survive because the human resources potential was not optimized.

This paper describes the implementation of the Continuous Quality Improvement (CQI) process at P.T. Caltex Pacific Indonesia (CPI). The influence of the process on HRD and the business environment will be discussed along with other aspects of CPI's quality improvement efforts. Results of a CPI employee survey, conducted in Jan 1994, will be presented to support the discussion and provide empirical evidence.

HRD's Continous Quality Improvement (CQI) training programs have shown a significant impact on the improvement of CPI's overall performance. Approximately 90% of CPI's employees have undertaken the Quality Awareness Workshops (QAW) and certain level employees have received training in Quality Action Teams (QAT), Quality Management Skills (QMS), Asset Management Workshops (AMW) and Team Building Workshops (TBW). As a result, employees have been motivated to focus on customer satisfaction concepts and learn to understand the CQI processes. The employees have been provided with appropriate skills to improve the work processes which has resulted in a lot of team success stories during the past three years.