Adapting TQM to Change Indian Bureaucracy: A View From Inside

Madhu Ranjan Kumar · B. K. Sahay · P. Ranjan

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

This paper aims to study how TQM can be used to transform Indian bureaucracy. A study in six units of Indian government was followed by action research in one unit of Indian government. The research shows that within the context of ISO, a prevalence of robust corrective and preventive actions (CPAs) and the development of process-based quality procedures and quality objectives aid the transition of ISO certified units toward total quality management (TQM).The design of a team in Indian bureaucracy should be such that it generates the feeling of a professional clan. There should also be a karta (clan headman) who keeps the group emotionally connected.The Indian philosophy of nishkam karm (not being obsessed with the results of an action) can cue a long-term orientation to the working of bureaucracy, thereby fulfilling a requirement for successful TQM implementation.

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References

2001Teamwork Quality and the Success of Innovative Projects: A Theoretical Concept and Empirical Evidence n.d.Ways of Thinking of Eastern Peoples India, China, Tibet, Japan (Revised English Translation)2002Reengineering the corporation: a manifesto for business revolution 1995The cultural context of leadership and power 1998Cultural and structural constraints on total quality management implementation 1990ROLE OF SOCIAL VALUES IN INDIAN ORGANIZATIONS 1997Context Sensitivity and Balancing in Indian Organizational Behaviour 2003Employee strain and job satisfaction related to an implementation of quality in a public service organization: A longitudinal study

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