The thesis was done for Kuljetus Eklöf Oy (and its daughter company, the Hungary based Transport Eklöf Kft), to find out whether an implemented quality management system would increase the competitiveness of the company. Further research was carried out in the field of human resources, focusing on motivation of workers and education of professional truck drivers, and how those research areas can be connected to provide quality work that meets customers’ requirements.

During the research processes both quantitative and qualitative methods have been used. The research was based on literature review in the fields of total quality management and human resources; surveys carried out among main customers to find out their expectations towards the company and surveys for drivers of the company to see their opinion about quality and motivation. The author was a participant observer throughout the whole writing process.

The results of the thesis include explanations on the requirements, advantages and disadvantages of implementing quality management system, leadership, motivation, employee performance, rewarding and development, labour turnover and driver shortage. After research process has been done suggestions were given for operation improvements to overcome problems a company might face in the competitive transportation business, from quality and human resources point of view.