Total Quality Management (TQM) in Gram Panchayats of Kerala: A Case of Derailed Mission
DOI:
https://doi.org/10.25175/jrd/2023/v42/i3/173260Keywords:
Decentralisation, Good Governance, TQM, Citizen Satisfaction, Service Delivery.Abstract
The charm of the Kerala Model of Decentralisation is its good governance initiatives and strategy of the People’s Plan Campaign (PPC). In addition, Total Quality Management (TQM) is implemented to improve the service delivery of Local Governments (LGs) and to obtain ISO certificate. This TQM-ISO mission is a process of attitude change and is considered as a step towards excellence in the service delivery of LGs. This article is a status review of the efficiency of TQM in LGs. The literature provides ample evidence that the TQM approach enhances citizens’ satisfaction. However, this study found that the TQM in LGs of Kerala become mechanistic. This is due to the overemphasis on hard aspects and ignoring soft aspects. Thus, the implementation of TQM in LGs is a derailed mission and a case of trivialisation. Based on the findings, this study suggests course correction and pursuing TQM in its letter and spirit.
Downloads
Downloads
Published
How to Cite
Issue
Section
References
Agarwal Y.P. (1988). Better Sampling: Concepts, Techniques and Evaluation, Sterling Publishers Private Limited, New Delhi, P. 70.
Biju S. K. & Rajan, J. B. (2019). Modeling of Total Quality Management for Local Government Institutions. International Journal of Management (IJM), 10(1).
Celik M., & Sasic D. (2021). Implementation of TQM in Local Government Using Quality Management System in accordance with ISO 9001 and CAF Self-Assessment Model. International Burch University, pp. 263–274. https://doi.org/10.14706/icesos1717 DOI: https://doi.org/10.14706/icesos1717
Dale, B.G. (2002). European Quality Challenges for the New Millennium, Measuring Business Excellence, 6(4), 28-32. DOI: https://doi.org/10.1108/13683040210451688
Dow, D., Samson, D. & Ford, S. (1999). Exploding the Myth: Do All Quality Management Practices Contribute To Superior Quality Performance? Production and Operations Management, 8(1), 1– 27. DOI: https://doi.org/10.1111/j.1937-5956.1999.tb00058.x
Government of Kerala. (2013, December 02). Guideline for Availing ISO 9001:2008 through Total Quality Management in Gram Panchayats (G.O. (MS) No. 373/2013/LSGD). Local Self Government Department (LSGD).
Government of Kerala. (2015, January 29). Revised Guideline for availing ISO 9001:2008 through total quality management in Gram Panchayats (G.O. (MS) No. 18/2015/LSGD). Local Self Government Department (LSGD).
Islam, N. U. (2006). Developing Insights from the Total Quality Management (TQM) Principles for Local Governments in Pakistan. https://civilica.com/doc/39925/ DOI: https://doi.org/10.2139/ssrn.997218
Kanji, G. K. (1990). Total Quality Management: myth or miracle? Total Quality Management, 1(3), 163-167 http://www.tandfonline.com/loi/ctqm19 DOI: https://doi.org/10.1080/09544129000000021
Kanji, G. K. (2010). Implementation and Pitfalls of Total Quality Management, Total Quality Management, 7 (3), 331-343. http://dx.doi.org/10.1080/ 09544129650034882 DOI: https://doi.org/10.1080/09544129650034882
KILA. (2020). Annual Report. Thrissur, Kerala: Kerala Institute of Local Administration.
Mabele B. L. & Singh S. (2018). An Investigation into Benefits and Challenges of Total Quality Management: The Case of a Gauteng Municipality. International Journal of Managerial Studies and Research, 6(2), 44–54 https://doi.org/10.20431/2349-0349.0602005 DOI: https://doi.org/10.20431/2349-0349.0602005
Pawar, M. (Ed.). (2004). Data Collecting Methods and Experiences: A Guide for Social Researchers. New Dawn Press.
Prajogo, D. I. & Sohal, A. S. (2003). The Relationship between TQM Practices, Quality Performance, and Innovation Performance: An Empirical Examination. International Journal of Quality & Reliability Management, 20(8), 901–918. doi:10.1108/02656710310493625. DOI: https://doi.org/10.1108/02656710310493625
Psomas E., Vouzas F. Bouranta N., & Tasiou M. (2017). Effects of Total Quality Management in Local Authorities. Internal Journal of Quality Service Sciences, 9(1), 41–66. https://doi.org/10.1108/IJQSS- 0402016-0035 DOI: https://doi.org/10.1108/IJQSS-04-2016-0035
Rajan, J.B. and Biju, S.K. (2022a). People First Approach in Governance: Juxtaposing the Experience of South Africa and Kerala, India. International Webinar on Grassroots Participation and Local Development: Learnings from the People’s Plan Campaign in Kerala (India) and Batho Pele Initiative in South Africa. 25-27 May 2022. CRM (India), GIMPA (Gana), and NSG (South Africa).
Rajan, J. B. and S. K., B. (2022b). Total Quality Management in Local Governments of Kerala, India: Some Insights for Replication. The International Journal of Community and Social Development, 4(1), 39–60. https://doi.org/10.1177/25166026221079159 DOI: https://doi.org/10.1177/25166026221079159
Rajan, J.B. and Biju, S.K. (2015a). People-Friendly Panchayat: ISO 9001: 2008 Through TQM. Kerala, India: Kerala Institute of Local Administration.
Rajan, J.B. and Biju, S.K. (2015b). Total Quality Management in Gram Panchayats of Kerala, Fourth International Kerala Study Conference- Decentralisation, AKG Study and Research Centre, Thiruvananthapuram.
Rajan J. B. and Biju S. K. (2013). Front Office Management of Gram Panchayats in Kerala: Issues and challenges (No. 16). Kerala Institute of Local Administration.
Rajan J. B. (2008). Aiming 100% Quality. Kerala Calling (Monthly of Government of Kerala, 3–4). Publications Division, Government of Kerala.
Rajan J. B. (2008). If There is a Will, There is a Way: A Case of Cheruvannur-Nallalam Panchayat, VoxPopuli. A Sasanet Monthly, 1(4), 2–3.
Schendel, D. (1994). Introduction to ‘Competitive Organizational Behavior: Toward an Organizationally Based Theory of Competitive Advantage’. Strategic Management Journal, 15(S1), 1–4 DOI: https://doi.org/10.1002/smj.4250150901
Sousa, R. & Voss, C. A. (2001). Quality Management: Universal or Context Dependent? Production and Operations Management, 10(4), 383–404. DOI: https://doi.org/10.1111/j.1937-5956.2001.tb00083.x
Vicky Gunn. (2014) Mimetic Desire and Intersubjectivity in Disciplinary Cultures: Constraints or Enablers to Learning in Higher Education? Studies in Continuing Education 36(1), 67-82. DOI: https://doi.org/10.1080/0158037X.2013.787981
Vijayanand, S. M. (2016). Kerala—A Case Study of Classical Democratic Decentralization. Kerala Institute of Local Administration.
West J. P., Berman E. M., & Milakovich M. E. (1993). Implementing TQM in Local Government: The Leadership Challenge. Productivity & Management Review, 17(2), 175–189. DOI: https://doi.org/10.2307/3380513
Wilkinson, A., Redman, T., Snape, E. and Marchington, M. (1998), Managing with Total Quality Management: Theory and Practice, Macmillan, London. DOI: https://doi.org/10.1007/978-1-349-26153-6
Yu, G. J., Park, M. & Hong, K. H. (2017). Total Quality Management & Business Excellence: A Strategy Perspective on Total Quality Management. Total Quality Management & Business Excellence 31(5):1- 14, https://doi.org/10.1080/14783363.2017.1412256 DOI: https://doi.org/10.1080/14783363.2017.1412256
Yunis, M., Jung, J. & Chen, S. (2013). TQM, Strategy, and Performance: A Firm-Level Analysis. International Journal of Quality & Reliability Management, 30(6), 690–714. DOI: https://doi.org/10.1108/02656711311325638
Zhang, Dongli, Kevin Linderman & Roger G. Schroeder.( 2012). The Moderating Role of Contextual Factors on Quality Management Practices” Journal of Operations Management 30 (1–2): 12–23. DOI: https://doi.org/10.1016/j.jom.2011.05.001
Zu, X., Robbins, T. L. & Fredendall, L. D. (2010). Mapping the Critical Links between Organizational Culture and TQM/Six Sigma Practices. International Journal of Production Economics, 123(1), 86–106. DOI: https://doi.org/10.1016/j.ijpe.2009.07.009
