2. Word “Quality” has different connotations
• Depending on the reference to context
• Depending on the people to whom asked
• Depending on the past experience
• Depending on the expectations
4. Total Quality Management
•Po lic y
•Pe o ple
•S trate g y
First step to Total Quality Management?
De fine Quality Po lic y
5. Bosses, Leaders, Champions
BOSSES: WORK TO BOOK
FEED INFORMATION
GIVE ORDERS
INSIST ON PROPER AND FREQUENT INFORMATIONS
LEADERS: AGREE – TO WHAT IS EXPECTED
ALLOW – PEOPLE TO DO THEIR JOB
APRISE – PEOPLE HOW THEY ARE DOING
ASSIST – GUIDE, GIVES
TRAINING WHENEVER NEEDED
CHAMPIONS: INSTILL PASSION TO ACHIEVE
PARTICIPATE ACTIVELY
RESPECTED BY THE TEAM MATES
CLEAR VISION & EXPLANATION
CONFIDENT IN PRESENTATION
LISTEN & RESPOND CALMLY TO CONTRARY VIEWS
MAKE THINGS HAPPEN
6. Makes a TEAM
T: together
E: everyone
A: achieve
M: more
> eam is a group of people with a com on goal<
T m
1. Sense of purpose
2. Sense of belonging,
3. Empowered to act within a specific area,
4. Meet regularly,
5. It rewards everyone,
6. It has a natural leader
7. • Customer driven
• Delighting customer
• War on Waste
• Rigorous Planning
• Measure to improve
• Keep it simple
• Bench marking
• Irreversible corrective action
• Improved technology for strategic gains only
8. Total Quality Management in water
supplies is the ultimate objective
of the Water Supply Manager
• Essential ingredients
• Holistic approach is required including the
understanding of Engineering,
Environmental, Chemical & Biological
aspects of watersupply
• Have faith in your Team mates, Discuss the
problems and work out solutions.
• Aim and strive to develop work culture
9. Improvements?
• Source
• Pumping
• Treatment
• Conveyance
• Storage
• Distribution net work
10. Engineering Aspects
• Site selection [Silting, Seasonal variation, Safety
during rains & floods, Pollution.
• Selection of Plant & Equipment
[Type and Number of units required]
• Periodical inspection [Service Reservoir, Water -
Works , Distribution network, Pollution]
• Design and Lay out of Distribution network
[should be planned to last for considerable period/
Long time & short time Population projections.]
• Maintenance schedule [Stitch in time saves nine]
11. Executive aspects
• Work-out manuals [Water supply & Treatment (Ministry of
Urban Dev.) Laboratory instruments, Safety in water works
(Chlorine), Laboratory Analytical procedures.
• Building & Infra-structure [Proper lay-out & space for
storage of raw materials and Chemicals, Electrical fixtures,
Ventilation, Specific requirements, Emergency Exits ,etc.,]
• Communication facilities [Memo-pads, Intercoms, Fax
Telephones, and alarms,]
• First Aid , Waste management & Fire Safety
[First- aid kit, Fire extinguisher, Self breathing Apparatus,]
• Periodic Checks & Training [Analytical Quality Control
and Regular training of staff to update the knowledge &
the skills for Proper Water Quality Management ]
12. Laboratory Aspects
• Quality of Materials [Water Treatment Chemicals,
Instruments and Spares]
• Basic Facilities [Distil water, Chemicals, Glass-
wares, Instruments, Consumables ]
• Instrument Calibration [Periodical checks and
Document verification]
• Fire and Laboratory Hazard Safety
[Life saving skills, Safety Training & Mock drills]
• Accuracy & Reproducibility [ Analytical Quality
Control, Intra & Inter laboratory comparison and
skill development ]
• Reports & Documentation [Chain of custody and
documentation and Reporting procedures]
13. Public Relation Aspects
• Encourage Public awareness [Arrange
Visit to Water Works, Exhibition, Publication
of Leaflet / Posters, do’s & don’t, Sanitation,
Personal Hygiene, and Water conservation]
• Quick response to Complaints [Improved
Public image, Reduced Water wastages ]
• Keep in touch with user groups [Periodical
water quality survey at Consumer Tap]
• Quick response to Public Interest Litigation
14. Extra Vigilance Requirements
• Fairs & Religious congregations
• Bus stand and Railway station
• Law & Order situations
• Public gatherings
• Unusual rise in Chlorine demand
• Unusual depletion of Residual Chlorine
• Natural Calamities (Floods & Earthquakes)
• Epidemics
• Scarcity areas
