Adapting TQM to Change Indian Bureaucracy: A View From Inside

Quality Management Journal vol. 18 issue 1 - January 2011

Abstract: [This abstract is based on the authors’ abstract.] 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.

Keywords: Government; India; Leader; Organizational culture; Teams; Total Quality Management (TQM)

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