1. TQM in Panchayats, Kerala
Dr.J.B.Rajan
KILA

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 [ ]

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 Officialising Implementing Monitoring
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, Reasons
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