Total Quality Management
An Approach towards Good Governance
**Akbar S. Awan
*FOUNDATION University Institute of Management and Computer Sciences Newlalazar, Rawalpindi.
**Principle WAH Engineering College, University of WAH
The federal government of Pakistan (GOP) is presently organized into 48 divisions, 173 attached departments and 203 autonomous/semi-autonomous bodies (including public corporations, public sector banks and other public sector organizations). In addition to this, it also employs a military force of 0.65 million. It spends billion of rupees, and directly or indirectly, accounts for major part of our national economy. The GOP executes its non-defense related constitutional responsibilities through some 450,000 civil servants. These are further spread through 17,700 civil servants organized in federal secretariat, 113,000 civil servants in federal attached departments and subordinate offices, 122,500 employees of Pakistan Railway and 196,800 employees in the autonomous bodies, public corporations and financial institutions.
Our public sector departments have created enormous financial burden on our limited national exchequer. They still adhere to obsolete management practices which have been abandoned by most of the civilized countries. Leaving side a few organizations, our public sector is not thinking to improve the quality of services, whereas the crushing national debt calls for urgent cuts in cost of public functionaries. Poor management in federal government has serious consequences. Money is wasted, programs do not work, and Projects do not start or remain uncompleted for many years. That is why Pakistani customers see and observe but cannot complain. All the complaints remain unnoticed; all suggestions for improvement never get any response. Inside the government as well bad management stifles the morale of internal customer and system over there is designed to kill the initiative. The administrative management of our Government needs overhauling. The time has come to radically change the way, government operates.
2. Total Quality in Government
By Total Quality in government we mean lean, decentralized and innovative government where people are flexible, adaptive, and quick to learn new ways when conditions change. They use customer choice and competition to get things done as creatively and effectively as possible. So when we talk about quality management in Federal Government, we too must rely on market based incentives with less focus on conventional new programs. The concept of Total Quality Government goes beyond cost cutting in government. It is adopted to apply the principles and tools of TQM. Many organizations have been successful with their TQM initiatives and derived such benefits as reducing costs, increasing productivity and customer satisfaction.
3. TQM Application
By adopting TQM we will be able to provide the philosophy, mindset, tools and methodologies to “Transform” effectively. The use of TQM which refers to:
• Performance measurement of organizations
• Customer management
• Process control
• Continuous improvement programs
• Best management practices
This has proved to be an effective strategy for improving the performance of not only Government organizations but also public administrations.  TQM is seen as the most comprehensive approach to Quality thinkable for an enterprise. The pillars of Total Quality Management are T Q M:
• T stands for Total. It is the Integration of the Staff, Suppliers, Customers and other Stakeholders. Away from Party-specific Thinking to a more holistic approach. • Q stands for Quality. It is the Quality of the work and the process of the Enterprise leading to Quality of Products.
• M for Management. It stresses the leadership task "Quality" and the Quality of leadership. From the enterprises...
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