Adapting TQM to change Indian bureaucracy: a view from inside

• Autores: Madhu Ranjan Kumar, B.K. Sahay, P. Ranjan
• Localización: Quality management journal, ISSN 1068-6967, Vol. 18, Nº. 1, 2011, págs. 23-38
• Idioma: inglés
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• Resumen

  • This paper studies how total quality management (TQM) can transform the bureaucracy of India. A six-unit study of Indian government and action research in one governmental unit showed that robust corrective and preventative actions and process-based quality procedures helped transition ISO certified units toward TQM. Team design in India should give the feeling of a professional clan, with a clan headman or karta, who connects the group emotionally. The philosophy of nishkam karm, avoiding obsession with the results of an action, can be an indicator of a long-term orientation that fulfills one requirement of successful TQM.