2. Most of the governments are in process of implementing administrative reforms initiatives to achieve TQM in different forms
3. ‘in collectivities whose members are socialised into both passivity and proactivity, the more bureaucratic and/or authoritarian the top leadership, the sicker will the collectivity become, and the more dynamic and participatory the top leadership, the faster will be its regeneration Khandwalla (1992 pg 255)
4. Characteristics of Indian Government Tunnel vision Rule Orientation Hierarchical Poor in implementation Lack of Accountability Lack of Control Mechanism
5. Requirement for implementing TQM in Government Political commitment for change is critical Reform has to be paced appropriately requires involving the staff in the change process from the beginning. There should be a system that recognizes and rewards good performance and penalizes poor performance
6. Relation Between TQM and Government a Comparison TQM tries to meet or Exceed Customer Expectations Government Should try to meet or exceed its Citizens Expectations TQM if formulated in Top management level and implemented throughout the organisation Similarly Top Heads of Government should formulate the strategy and implement it in all levels of the Government
7. The main objective of TQM is to increase quality, productivity, customer satisfaction and loyalty Similarly objective of any Government should be to increase the quality, productivity, Citizen satisfaction and loyalty
8. TQM involves 4 basic steps in Business Strategy planning and management Environmental scanning (SWOT) Strategy formulation Strategy Implementation Strategy evaluation and Control
9. Steps that can be implemented in any Government Environment Scanning: The Government should have Mechanism by which it can Scan the Environment to find what the Country/State/Province/City/Area lacks taking into consideration both internal and External aspects Attempt to find out from citizens what they want and expect from government services. E.g.. Opportunity: Citizens in Bangalore Require Better road Facilities Strength: Government has Adequate Funds to Provide the roads Weakness: The Government Bodies involved are Corrupt Threats: If Quality Roads are not provided the opposition Party may win in the Next Elections.
10. Strategy Formulation Government should first formulate not just to provide service but to exceed Citizen Expectation Eg Government can formulate Strategy to Concretize all the roads in Bangalore for which it has to prepare a budget have only one department responsible to it instead of Beurocratic multiple department
11. Strategy Implementation Government should have central control to implement its projects with clearly defined mission, objectives, project involvement, responsibilities Involve employees in the redesign of the organization Train government employees in customer service and organise internal incentives around the accomplishment of quality standards Eg: Even though BDA has the authority there is no accountability on its working hence individual employees must be held accountable on its work
12. Strategy Evaluation and Control Government should have a group of people having the responsibility Quality Control of the projects taken by it Measure performance and publish whether or not the standards were met. Eg. A Specific authority must be present who inspects the work taken on roads and check for its quality and take corrective action in case of deviation
13. The support services of the Governments are mostly bureaucratic with rigid working principles. This rigidity of the system itself is its strength and weakness and are marked by: Clearly defined and specialized functions Use of legal authority Hierarchical form of administration Written rules and procedures Technically trained bureaucrats Appointment based on fixed qualification Promotion based on seniority Clearly defined career paths
14. Lack of Authority and accountability of Top Management and Effect on Quality E.g.. Effect of Instability of Government in Karnataka Lack of Developmental works in last 10 years Power Shortage Lack of planning Bad Economic condition for investment Lack of Development in Industries Result: Unsatisfied Citizens
15. Eg. Eg: Effect of customer satisfaction: Reelection of Nitish Kumar in Bihar Elections (Better Service than Competitors)
16. Other Eg. Quality Control initiated due to internal factors AndraPradeshand Rosaih Yediurappa and Karnataka Quality control measure initiated due to external factor (opposition parties) Common Wealth Games and Suresh Kalmadi 2G Scam and A Raja AdarshAppartments and Ashok Chavan
17. Our Recommendation Transparency on Government works (Information Sharing for Better Quality) Strengthen RTI (helps in Quality Control) More power to Inspection authorities like Lokayuktha (Corrective actions in case of Deviation) A Department within the government with responsibility of Implementing Quality in all levels (implement new Quality techniques within the Government) Implementation of KanBan to continuously improve its working Stronger Competitors
18. Conclusion In governmental services, there is no market to capture. In place of capture of the market, governmental agency should deliver economically the service prescribed by law or regulation. The aim should be distinction in service. Continual improvement in government service would earn appreciation of the Its Citizens and would hold jobs in the service and help industry to create more jobs.
