Total Quality Management for Local Self Governments

The local governance is intended to provide improved service delivery to citizens' door step, by realizing their needs. The vibrant local governance system in Kerala is the result of political will and bureaucratic commitment. The analysis of the office management system reveals that bringing all stakeholders together towards holistic approach of quality management is the need of the time. The present system highlighted the hard components and failed to follow the soft components of TQM. The outputs generated by this research will be a learnings and eye-opener for the stakeholders at all levels - policy to operational. By corroborating the learnings from this study and the Government efforts, it is ripe to think of new vistas of service delivery mechanism. The FDP (Focus, Delivery mechanism and Process) Model for TQM in Grama Panchayats (GPs), culminated by this study, is a response to this emerging need. The issues raised by this study can be mitigated through the implementation of FDP Model so as to ensure quality management system.