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TQM in Panchayats, Kerala

TQM in Panchayats, Kerala. Dr.J.B.Rajan KILA Email: jbrajan07@gmail.com. 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

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TQM in Panchayats, Kerala

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  1. TQM in Panchayats, Kerala • Dr.J.B.Rajan • KILA • Email: jbrajan07@gmail.com

  2. 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]

  3. 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

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

  5. Service Counter

  6. Official Identity Established

  7. Record Room

  8. Record Room

  9. Record Room

  10. Citizens Charter:democratically prepared, public display

  11. Display of Functional Map

  12. Office Attendance made Public

  13. Telephone Booth for Public

  14. Compliant Box

  15. Process • Convincing • Informal interactions • Officialising • Making decisions • Implementing • Apply TQM components • Monitoring • For Continuous Improvement

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

  17. 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

  18. 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

  19. 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

  20. 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

  21. Before TQM

  22. After TQM

  23. Before • After

  24. Thank you jbrajan07@gmail.com

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