TQM in Panchayats Kerala n Dr J B

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TQM in Panchayats, Kerala n Dr. J. B. Rajan n KILA n Email: jbrajan 07@gmail. com

Background n Certificate Course for Representatives [2005 -2006] n Elected Module on TQM n Initiative by one of the participants from Cheruvannoor-Nallalam Grama Panchayat, Kozhikode district [2007] n Upscaling Front Office Management [2009] n ISO 9001: 2008 through TQM [2013 -14] n

Cheruvannoor-Nallalam GP: Trend Setter for TQM n Formation of Quality Circle (QC) n Office Renovation/Realignment n Modification of Infrastructure Facilities n Set up Record Management n Opened Service Counter n Officials Identity established n Citizen’s Charter-democratically prepared n Display of Functional Map

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

Service Counter

Official Identity Established

Record Room

Citizens Charter: democratically prepared, public display

Display of Functional Map

Office Attendance made Public

Telephone Booth for Public

Compliant Box

Process n Convincing n Informal interactions n Officialising n Making decisions n Implementing n Apply TQM components n Monitoring n For Continuous Improvement

Front Office Management (Fo. M) n Taking clues from Cheruvannoor -Nallalam Initiative n Piloting in GPs of Wayanad District n Upscaling to GPs State-wide n Govt. Order [2009]

Study on Fo. M [2012] n All GPs set up Fo. M n However, n initial vibrancy lost n Cosmetic beauty n Reasons n Missed the core process and spirit n Fo. M is only hard component of TQM, soft component missed

Towards TQM in Panchayats n Policy direction and budget assurance n For TQM & ISO n Govt. Order n detailing procedures on TQM-ISO n Demand driven training by KILA with conditionality: n Participation as a Team n n President, Vice President, & Secretary Commitment on Action Plan for TQM-ISO

Focus of Training on TQM n Formulation of Quality: n Vision, Mission, Policy, Objectives n Preparation of Quality Manual Process & procedures n Formation of Quality Circle (QC) n Setting up of Infrastructure Facilities n n for Public & Officials n Record Management n e-Governance n ISO 9001: 2008 n Continuous Improvement

For the year 2013 -14 n 300 GPs applied for training n 220 GPs Trained by KILA n 220 GPs x 3 = 660 persons 10 GPs availed ISO 9001: 2008 through TQM n Rest of the GPs are in the process n n Follow up by KILA

Before TQM

After TQM

n Before n After

Thank you jbrajan 07@gmail. com

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