TQM in Panchayats, Kerala

TQM in Panchayats, Kerala

Dr.J.B.Rajan KILA Email: [email protected]

Background

Certificate Course for Elected Representatives [2005-2006] Module on TQM

Initiative by one of the participants from Cheruvannoor-Nallalam Grama Panchayat, Kozhikode district [2007]

Upscaling Front Office Management [2009] ISO 9001: 2008 through TQM [2013-14]

Cheruvannoor-Nallalam GP: Trend Setter for TQM

Formation of Quality Circle (QC) Office Renovation/Realignment Modification of Infrastructure Facilities Set up Record Management Opened Service Counter Officials Identity established Citizen’s Charter-democratically prepared Display of Functional Map

Office Attendance made Public File Movement Register opened Conducted Continuous Training Recognition and Appraisal of Staff Efforts for Continuous Improvement Redressel Mechanism in place

Service Counter

Official Identity Established

Record Room

Record Room

Record Room

Citizens Charter:democratically prepared, public display

Display of Functional Map

Office Attendance made Public

Telephone Booth for Public

Compliant Box

Process

Convincing Informal interactions

Officialising Making decisions

Implementing Apply TQM components

Monitoring For Continuous Improvement

Front Office Management (FoM)

Taking clues from Cheruvannoor-Nallalam Initiative

Piloting in GPs of Wayanad District

Upscaling to GPs State-wide Govt. Order [2009]

Study on FoM [2012]

All GPs set up FoM However,

initial vibrancy lost Cosmetic beauty

Reasons Missed the core process and spirit FoM is only hard component of TQM,

soft component missed

Towards TQM in Panchayats

Policy direction and budget assurance For TQM & ISO

Govt.Order detailing procedures on TQM-ISO

Demand driven training by KILA with conditionality: Participation as a Team

President, Vice President, & Secretary Commitment on Action Plan for TQM-ISO

Focus of Training on TQM

Formulation of Quality: Vision, Mission, Policy, Objectives

Preparation of Quality Manual Process & procedures

Formation of Quality Circle (QC) Setting up of Infrastructure Facilities

for Public & Officials

Record Management e-Governance ISO 9001: 2008 Continuous Improvement

For the year 2013-14

300 GPs applied for training 220 GPs Trained by KILA

220 GPs x 3 = 660 persons 10 GPs availed ISO 9001: 2008 through TQM Rest of the GPs are in the process

Follow up by KILA

Before TQM

After TQM

Before After

Thank you

[email protected]