Improving Public Services through Total Quality ManagementJICA-BPATC Project on
Proceedings ofInter-Ministerial Conference on
Improving Public ServicesThrough Total Quality Management
Jointly Organized by:Bangladesh Public Administration Training Centre (BPATC) &
Japan International Cooperation Agency (JICA)
Bangladesh Public Administration Training CentreSavar, Dhaka, Bangladesh
www.bpatc.org.bd
Venue: Hotel Ruposhi Bangla, Dhaka01 October, 2012
CONFERENCE ADVISOR : A.Z.M Shafiqul Alam Rector (Secretary), BPATC, Savar, Dhaka
CONFERENCE DIRECTOR : Ferdous Akhter MDS (Joint Secretary), BPATC, Savar, Dhaka
CONFERENCE COORDINATORS : AKM Enamul Haque Director, BPATC, Savar, Dhaka
Mohammad Ziaul Islam Asst. Systems Analyst, BPATC, Savar, Dhaka
AKM Aynul Haque Deputy Director, BPATC, Savar, Dhaka
Proceedings ofInter-Ministerial Conference on
Improving Public Services through Total Quality ManagementRuposhi Bangla Hotel, Dhaka
01 October, 2012
Conference Management
COMPILED BY : Mohammad Ziaul Islam, Asst. Systems Analyst, BPATC, Savar, Dhaka & Md. Bellal Hosen, MIS Officer, IPS-TQM Project, BPATC, Savar, Dhaka
RAPPORTEURS : A.F.M Amir Hossain, Deputy Director, BPATC, Savar, Dhaka & Md. Abdul Mannan, Deputy Director, BPATC, Savar, Dhaka
EDITED BY : AKM Enamul Haque, Director, BPATC, Savar, Dhaka
PEER REVIEW BY : A.Z.M Shafiqul Alam, Ferdous Akhter, Sayed Masud Hasan, Yojiro Fujiwara, AKM Aynul Haque, Sharmin Jahan
TIME OF PUBLICATION : December 2012
PUBLISHED BY : Bangladesh Public Administration Training Centre (BPATC) & Japan International Cooperation Agency (JICA)
PRINTED BY : PrinTech 20, Babupura, Nilkhet, Katabon, Dhaka-1205, Phone : 9668537 Mobile : 01711612935, E-mail : [email protected]
Proceedings Preparation and Printing
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
TABLE OF CONTENTS
6.0 Mr. Yojiro Fujiwara, Team Leader, JICA Expert Team, IPS-TQM Project, BPATC ...................................... 10
7.0 Open discussion........................................................................................................................................ 12
7.1 Mr. Ranajit Kumar Biswas, Secretary, Ministry of Social Welfare ...................................................... 12
7.3 Mr. Abdul Awal Hawlader, Addl. Secretary, Ministry of Food ............................................................ 13
7.4 Mr. Humayan Kabir, Senior Secretary, Ministry of Health and Family Welfare ................................. 13
7.5 Mr. Monzur Hossain, Secretary, Ministry of Agriculture .................................................................... 13
7.6 Mr. Md. Atahar Ali, Secretary, BADC .................................................................................................. 14
7.8 Mr. Abu Alam Md. Shahid Khan, Secretary, Local Government Division.......................................... 14
7.11 Mr. Ahmed Hossain Khan, Director General, Directorate of Food ................................................... 15
8.0 Speech by the Project Director ................................................................................................................. 16
9.0 Speech by the Special Guest..................................................................................................................... 16
10.0 Speech by the Special Guest..................................................................................................................... 16
11.0 Speech by the Chief Guest........................................................................................................................ 17
12.0 Concluding remarks by the Rector ........................................................................................................... 18
Annexes
Annex-01: Program of the Conference ............................................................................................................. 23
Annex-03:
Annex-04: . 38
Annex-05: (Mr. Bishwajit Kumar Paul, Asst. Commissioner
Annex-06:
An inter-ministerial conference on Improving Public Services through
Total Quality Management jointly organised by BPATC and JICA was held
at the Marble Hall of Ruposhi Bangla Hotel on 01 October 2012. The
Muhammad Musharraf Hussain Bhuiyan, Cabinet Secretary, Cabinet
Division graced the programme as the Chief Guest while Mr. Abdus
the Special Guests.
Muhammad Ashrafuzzaman, Pesh Imam of BPATC Jame’ Mosque recited
The keynote paper on IPS-TQM Framework was presented by Mr. AKM
Enamul Haque, Director, BPATC and Deputy Project Director, IPS-TQM
Project. The key note presenter informed that IPS-TQM Phase-I Project
improvement” and it was calculated that annually 12000± improvements
Quality Management (TQM)?” The presenter explained that a working
system is an aggregate of
interrelated components that work together towards a common goal.
For example, the Solar System.
but a belief that high quality is the product of improvements achieved
Morgan and Murgatroyd he urged that it requires commitment to a
constant string of small improvements.
Mr. AKM Enamul HaqueDirector, BPATC
5
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Kaizen concerns like are really crucial for the
and it
.
2012, why not we people where we have high public demand for improvement of our services. The presenter
The key note paper then highlighted the summary of achievements of IPS-TQM Phase-I Project. The Upazila
(Kaizen) were implemented. Learning from upazila pilot courses include: 1) it is possible for the Upazila-level
improvements taking place in the country every year; and 3) a departmental requirement of carrying out at
this project directorate focal points have already been nominated. Tangail sadar upazila course was held in
presence of focal points from Directorate of Youth Development and Bangladesh Rural Development Board
There will be training course on mentoring improvement projects for directorate focal points.
6
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
programme as a joint movement by BPATC – PIs – NBDs. He reiterated
urged all to consider TQM programmes as supplementary to normal
start with a small one and gradually to bigger improvements. He
school.
problems to deal with. The problems were shortage of teachers, shortage
of class rooms, desks and benches, lack of proper use of
children come without taking food, local people are not adequately
be established; proper teaching-learning methods may be used; and
monitoring systems may be further developed.
7
Mr. Muhammad Ali
Moulovibazar Sadar Upazila
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
that there were remarkable improvements. Earlier latrines were not
clean; there was lack of cleaning materials; there existed poor sense of
cleanliness among the latrine users; shortage of latrines was another
implemented, achievements include 1) latrines are reasonably clean, 2)
cleanliness is developed among the latrine users.
such as forming a team to monitor the cleanliness, preparing a check list
of a monitoring group and a student brigade, and monitoring of full work.
procurement of materials like jug, mug, harpic, toilet brush etc for 12
primary schools of Moulovibazar Pourasava area. The 12 primary schools
were Gobindosree Govt. primary school, Ali Amzad govt primary school,
Borkapon Govt. primary school, Tilabari Govt. primary school, Bazar
model Govt. primary school, Soiarpur Govt. primary school, Nowagoan
primary school, Srinath Govt. primary school, Hazi nasib ullah Govt.
Moulovibazar Pourashava area was duly addressed and the quality of
Bishwajit Kumar Paul, Assistant Commissioner, Sunamganj District
8
Mr. Bishwajit Kumar PaulAssistant Commissioner
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
ICT equipment and training, and disorganized records.
implement the project by WIT are as follows:
concerned others.
Guideline:
of records.
with the help of Assistant Programmer.
9
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Training:
record room and front desk to make them aware of guidelines on how to
and modern delivery system of duplicate copy of records.
Very high speed broadband internet was connected
with all the LAN system and the Wi-Fi system was also available in the
Collectorate area.
days. But at present the record room is fully online; the number of
average supply of records is 120-150 per day and now the record delivery
improvement in record room management has been achieved. The WIT
6.0 Mr. Yojiro Fujiwara, Team Leader, JICA Expert Team, IPS-TQM Project, BPATC
Development. He starts with background of IPS-TQM Project with JICA
proved to be very successful. Currently, TQM project is planning to cover all 64 districts under IPS-TQM project during 2012-2017 with strong
capacity. All the curricula of three core courses of BPATC namely Senior
courses and upazila courses that topics include TQM training modules.
10
Mr. Yojiro FujiwaraTeam Leader, JICA Expert TeamIPS-TQM Project, BPATC
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Finally, arsenic screened tube-wells rate developed from 22% to 30%.
Òwb‡R‡`i D‡`¨v‡M BwZevPK cwieZ©b mviv
c„w_ex‡Z Qwo‡q hvKÓ
11
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
7.0 Open discussion
BPATC moderated the discussion session. This part of the programme
7.1 Mr. Ranajit Kumar Biswas, Secretary, Ministry of Social WelfareMr. Ranjit Kumar Biswas expressed his thankfulness to BPATC and its
that we all should work for it. Mr. A.K.M. Enamul Haque, Director, BPATC,
the keynote paper presenter has given us the clarion call that the
ministries should respond to the call of that and he said that BPATC needs
he once again expressed his thankfulness to BPATC and said that he was
honoured to be there and he was on the opinion that BPATC will take the
7.2 Mr. Md. Asharf Hossain, Director General, Department of
Mr.
12
Mr. Ranajit Kumar BiswasSecretaryMinistry of Social Welfare
Mr. Md. Asharf HossainDirector General
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
7.3 Mr. Abdul Awal Hawlader, Addl. Secretary, Ministry of Food: Mr. Abdul Awal Hawlader, Addl. Secretary of Ministry of Food expressed
JICA. The improvement in primary school presented by Mr. Muhammad
7.4 Mr. Humayan Kabir, Senior Secretary, Ministry of Health and Family WelfareMr. Humayan Kabir said that Kaizen and TQM concept is appreciable. He
Moulovibazar. He said that with all these experiences we can create the
projects so that the Ministries can steer some projects what are needed.
7.5 Mr. Monzur Hossain, Secretary, Ministry of AgricultureMr. Monzur Hossain thanked the presenters and appreciated the
seems to be very few. If a common guideline could be given so that many
of the upazilas come under this project. If we really want to expedite the
process forward, we need to go for more coverage.
13
Mr. Humayan KabirSenior SecretaryMinistry of Health and Family Welfare
Mr. Abdul Awal Hawlader
Ministry of Food
Mr. Monzur HossainSecretaryMinistry of Agriculture
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
7.6 Mr. Md. Atahar Ali, Secretary, BADC: Mr. Md. Atahar Ali, Secretary of Bangladesh Agricultural Development
Ali requested to chief guest, Honorable Cabinet Secretary to visit the
improvement of record room of Sunamganj district that was presented
by Mr. Bishwajit Kumar Paul. This type of improvement can be
implemented to all other districts of Bangladesh.
7.7
Moulvibazar. Other primary schools can start this learning. Tangail
very much and hoped that all ministry and department will help to
7.8 Mr. Abu Alam Md. Shahid Khan, Secretary, Local Government DivisionMr.
other primary schools can be replicated. However, he expressed his
concern about the sustainability of the project.
the two cases presented from two districts were really encouraging. She
be spread all over Bangladesh. Ms. Ibrahim expected that all
14
SecretaryMinistry of Fisheries and Livestock
Mr. Md. Atahar AliSecretaryBADC
Mr. Abu Alam Md. Shahid KhanSecretaryLocal Government Division
Secretary
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
7.10 MMd. Ruhul Amin congratulated both the presenters especially the
7.11 Mr. Ahmed Hossain Khan, Director General, Directorate of Food:Mr. Ahmed Hossain Khan, Director General of Directorate of Food put his
departments, it will really improve public services and working
environment.
Mr. thanked BPATC and
JICA for undertaking such a conference. To express his feelings, he said
and Moulivibazar were convincing and the rate of improvement made in
appreciated the project undertaken in two districts.
15
Mr. Ahmed Hossain KhanDirector GeneralDirectorate of Food
Mr. Md. Nurullah
LGED
Md. Ruhul AminDirector
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
8.0 Speech by the Project DirectorMs. Ferdous Akter, MDS, BPATC and Project Director in her speech
one project in all the upazilas, this is the target of the project. TQM cells
need to be formed in every directorate to ensure the TQM project. Our
for training so that they can expedite the process further.
least she asked for support from all the corners of all the government
kind presence in the conference.
9.0 Speech by the Special Guest
disseminate TQM to the whole country. Referring what the Secretary,
Cabinet Division, Mr. Muhammad Musharraf Hussain Bhuiyan had said to
Dr. Toda three and half years ago, “the funding from Japan has never
not externally imposed by anybody, but internally brought up from the
numerous small success stories all over this country. He concluded that
we witnessed the momentum of the society change.
16
Ms. Ferdous AkterMDS, BPATCProject Director
Mr. Takao Tada
JICA Bangladesh
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
10.0 Speech by the Special Guest
Sobhan Sikder, said that this is a great occasion for all of the presence
especially for TQM project. This is the second phase of the project.
improvement. Bubble of water creates great waves.
will bring changes in the society. The small projects implemented in one
therefore, put priority where we have acute problems.
keep themselves aware of the purpose of the TQM so that they can pass
message to their subordinates. Another is to link the goal of this project to
example, we have the similar programme i.e. Civil Service Change
a linkage. He made one request to the Director Generals of the
Directorates that they have a huge number of workforce. They can
mobilize their workforce to work for improvement. Lastly, he expressed his
desire to visit one of the TQM projects at upazila level.
17
Mr. Abdus Sobhan SikderSenior Secretary
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
11.0 Speech by the Chief GuestMr. Muhammad Musharraf Hussain Bhuiyan, Cabinet Secretary, Cabinet
Division and the Chief Guest of the conference said, ‘I sincerely believe
that Japan is not only the single largest bilateral partner but also the
compassionate partner of Bangladesh and we have been able to
thanked Mr. A.K.M. Enamul Haque, Director, BPATC for his keynote
see that some development partners look at the issues from our context.
about developments. According to him, some of the development
partners think we have not been able to bring reforms over the years. He
humbly disagrees with such ideas of the development partners. He said
the reform in the macro level. He then assures the project authority of
LGD about the overlapping of various projects, he said these are not
overlapping but these are supplementary to each other. Finally, he
18
Mr. M Musharraf Hussain BhuiyanCabinet Secretary
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
12.0 Concluding remarks by the Rector
Guest (Cabinet Secretary), Special Guest (Senior Secretary, Ministry of
enunciated the meaning of the word, Kaizen. ‘Kai’ means to change and
private sector, it is now equally important both for public and private
sectors. And through introducing the concept, we have been able to
sustainability of the project itself and secondly the sustainability of the
Project will end in 2017. About the sustainability of the outcome of the
said, ‘we have mainstreamed the ideas in all the training courses of
learning by doing. We are having some changes in the process of
13.0 Vot
Deputy Project Director of IPS-TQM Project, BPATC in his thanks-giving
The conference ended with a dinner in the hotel.
19
Rector, BPATC
Mr. Mohammad Ziaul IslamAsst. Systems Analyst &
IPS-TQM Project, BPATC
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
23
ANNEX-01Program of the Conference
Bangladesh Public Administration Training CentreSavar, Dhaka-1343
Improving Public Services through Total Quality Management(IPS-TQM) Project
Inter-Ministerial Conferenceon
Improving Public Services through Total Quality ManagementVenue: Ruposhi Bangla Hotel, Dhaka
Date: 01 October, 2012
Programme
18:15: Registration and Evening Tea
18:40: Guests take their Seats
18:45: Recitation from the Holy Qur’an
18:50: Welcome address and Presentation on IPS TQM Framework by
Mr. AKM Enamul Haque, Director, BPATC
19:15: Presentation by TQM Course Participants
19:20: Remarks on Framework Development by Mr. Yojiro Fujiwara,
Team Leader, JICA Expert Team
19:30: Open Discussion
20:00: Speech by Project Director Ms. Ferdous Akhter, IPS TQM Project, BPATC
20:05: Speech by Special Guest Dr. Takao Toda, Chief Representative, JICA
20:15: Speech by Special Guest Mr. Abdus Sobhan Sikder, Senior Secretary
Ministry of Public Administration
20:25: Speech by Chief Guest Mr. Muhammad Musharraf Hossain Bhuiyan
Cabinet Secretary, Cabinet Division
20:35: Speech by Chairperson Mr. A.Z.M. Shafiqul Alam, Rector, BPATC
20:45: Vote of Thanks by Conference Coordinator Mr. Mohammad Ziaul Islam
Assistant Systems Analyst, BPATC
20:50: Dinner
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
24
ANNEX-02(Not according to seniority)
1. Mr. Muhammad Musharraf Hossain bhuiyan Cabinet Secretary Bangladesh Secretariat, Dhaka
5. Mr. Md. Humayun Kabir Senior Secretary Ministry of Family Welfare
6. Mr. Ranjit Kumar Biswas, Ph.D Secretary Ministry of Social Welfare
8. Mr. Abu Alam Md. Shahid Khan Secretary Local Government Division, MoLGRD&C
9. Mr. Monzur Hossain Secretary Ministry of Agriculture
11. Mr. Md. Atahar Ali Secretary
12. Major General Md. Zahidur Rahman Director General Bangladesh Ansar & VDP
14. Ms. Hosne Ara Begum MDS (P&S) (Addl. Secretary) BPATC, Savar, Dhaka
15. Ms. Shahin Ahmed Choudhury MDS (Addl. Secretary) BPATC, Savar, Dhaka
17. Mr. Ahmed Hossain Khan Addl. Secretary & DG Directorate of Food
19. Mr. Abdul Awal Howlader Addl. Secretary Ministry of Food
20. Mr. Md. Mashiur Rahman Director General Bangladesh Academy for Rural Development (BARD), Comilla
21. Mr. Gazi Mizanur Rahman Joint Secretary Ministry of Youth and Sports
22. Mr. A.H.M. Abdullah Joint Secretary Rural Dev. & Coop. Division, MoLGRD&C
23. Mr. Md. Mesbahul Islam ADG (Joint Secretary)
24. Mr. Abu Ahmed Jamadar Joint Secretary
25. Mr. Md. Ruhul Amin Joint Secretary (Director, Training)
26. Mr. Sk. Mizanur Rahman Joint Secretary Ministry of Disaster Management & Relief
27. Ms. Ferdous Akhter MDS (M&PA) BPATC, Savar, Dhaka
28. Mr. Md. Nuruddin Ahmed MDS (R&C) BPATC, Savar, Dhaka
29. Mr. Md. Akram Hussain MDS (Project) BPATC, Savar, Dhaka
30. Prof. AKM Saiful Islam Addl. Director General Director General of Health Service, Dhaka
31. Prof. Md. Ataur Rahman Director (Admin.)
32. Mr. Mohammed Mir Kashem Addl. Director General Bangladesh Academy for Rural Development (BARD), Comilla
25
ANNEX-02(Not according to seniority)
33. Mr. Md. Nurullah Local Government Engineering Department (LGED)
35. Mr. Md. Mosaddeque Ali Deputy Secretary (Dev.) Rural Dev. & Coop. Division, MoLGRD&C
38. Mr. Md. Hussain Ali Choudhury Director (Training) Bangladesh Rural Development Board (BRDB), Dhaka
40. Mr. Md.Mosharraf Hossain Director Directorate General of Food, Dhaka
41. Mr. Shahidul Alam Director (Training) Bangladesh Ansar & VDP, Dhaka
43. Mr. Md. Moyazzem Hossain Director (Programme) (DS) Department of Social Services, Dhaka
44. Mr. Md. J.M. Monzurul Islam Director Department of Agricultural Extension (DAE), Dhaka
45. Mr. Sk. Fazlul Bari Director (Training) Rural Development Academy (RDA), Bogra
46. Mr. Md. Anisur Rahman Addl. CGA Controller General of Accounts, Dhaka
47. Mr. Sayeedul Huq Director (Admin.& Coord.)
48. Mr. Md. Nuruzzaman Chief Engineer Department of Public Health Engineering, Dhaka
9. Mr. Tushar Mohon Shadhu Khan ExEn (Training Division) Department of Public Health Engineering, Dhaka
50. Mr. Ganesh Chandra Sarker Director (IEM) KLD (IEC) Directorate General of Family Planning (DGFP), Dhaka
53. Mr. AKM Enamul Haque Director BPATC, Savar, Dhaka
54. Mr. Banik Gour Sundar Director (Eva.) BPATC, Savar, Dhaka
55. Mr. Syed Mizanur Rahman Director (Admin.) BPATC, Savar, Dhaka
56. Mr. Quazi A.K.M. Mohiul Islam Director (PPR) BPATC, Savar, Dhaka
57. Mr. A F M Hayatullah Director (LTA) BPATC, Savar, Dhaka
Department of land Records & Surveys, Dhaka
60. Mr. Md. Fazlul Hoque
61. Dr. Bimal Chandra Dey Deputy Director Department of Agricultural Extension (DAE), Dhaka
62. Syed Quamrul Anwar Deputy Director Department of Disaster Management, Dhaka
63. Mr. Mohammd Munsur Rahman Deputy Director Rural Development Academy (RDA), Bogra
64. Ms. Masuda Akhand Deputy Director (Training) Department of Youth Development, Dhaka
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
ANNEX-02(Not according to seniority)
26
66. Dr. Morsheda Khanum Deputy Program Manager (HRM) Directorate General of Family Planning (DGFP), Dhaka
67. Mr. Mohammad Aslam Sikder Deputy Director (Coord.) Bangladesh Ansar & VDP, Dhaka
68. Ms. Munira Sultana Deputy Director BPATC, Savar, Dhaka
69. Mr. Md. Abdul Mannan Deputy Director BPATC, Savar, Dhaka
70. Mr. A.F.M. Amir Hussain Deputy Director BPATC, Savar, Dhaka
71. Mr. Md. Golam Mahede Librarian BPATC, Savar, Dhaka
73. Mr. AKM Aynul Haque Deputy Director BPATC, Savar, Dhaka
74. Mr. Abdul Motaleb Project Managerial CSCMP-UNDP, BIAM,Dhaka
75. Mr. Md. Hasan Tarik Chief Instructor
76. Mr. Mamun al Hoque Training Specialist
77. Mr. Belal Uddin Addl. Superintendent of Police Bangladesh Police Headquarters, Dhaka
78. Dr. Samar Kumar Ghosh Asst. Director (Training) Department of Livestock Services (DLS), Dhaka
79. Mr. Md. Abdul Quddus Sikder Asst. Director (Training)
82. Mr. Mohammad Mamunor Rashid
83. Mr. Mohammad Ali Moulvibazar Sadar, Moulvibazar
84. Mr. Md. Ashrafuzzaman Imam BPATC, Savar, Dhaka
87. Mr. Norio Kuniyasu JICA Advisor Local Government Engineering Department (LGED)
91. Mr. Yojiro Fujiwara Team Leader (JICA Expert Team) IPS-TQM Project, BPATC, Savar, Dhaka
92. Mr. Masamitsu Kurata TQM Expert IPS-TQM Project, BPATC, Savar, Dhaka
93. Syed Masud Hasan Local TQM Expert IPS-TQM Project, BPATC, Savar, Dhaka
94. Dr. Mokshedul Hamid TQM Coordinator IPS-TQM Project, BPATC, Savar, Dhaka
97. Ms. Sharmin Jahan Local Project Coordinator IPS-TQM Project, BPATC, Savar, Dhak
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
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27
Annex-03:
10/1/2012 1
AKM Enamul HaqueDirector, BPATC
One Office, One Improvement
Improving Public Servicesthrough
Total Quality Management (TQM)
10/1/2012 2
Structure of this Presentation A working Definition of TQM Major Concepts in TQM Kaizen: The Key Concept of IPS-TQM Project Some Kaizen Practices Abroad Kaizen Prospects in Bangladesh IPS-TQM Phase-I (2007 – 2011) IPS-TQM Phase-II (2012 – 2017) Our Appeal to You Conclusion
10/1/2012 3
What is Total Quality Management (TQM)?
10/1/2012 4
A Working Definition of TQM
Total Quality Management (TQM) is anapplication of the Systems Approach inQuality Management and involves acomprehensive intervention for continuousimprovement of quality over time.
10/1/2012 5
A Definition of System
A system is an aggregate ofinterrelated components that worktogether towards a common goal.
10/1/2012 6
The Solar System
28
Annex-03:
11/1/2012 710/1/2012 7
A Government Office as a System
Activity 3
Activity 4 Activity 5 Service
C
L
I
E
N
T
S
RequestActivity 1Activity 2
AC (Land) Office (A System) Environment
Other Offices
10/1/2012 8
Major Concepts in TQM
11/1/2012 910/1/2012 9
Major Concepts in TQM
Total Manpower – All officials forming a team
Total Process – Consideration of all system components
Total Quality – Quality in all dimensions
Total Problems – Acting on both big and small problems
Total Prospects – Utilizing opportunities for further improvements
Total Stakeholders – Not ignoring any of them
S
Y
S
T
E
M Total Time – Past, Present, Future, and Kaizen
10/1/2012 10
Kaizen or Continuous Improvement:
The Key Concept of this Project
10/1/2012 11
A Recommended Strategy for TQM Implementation in Public Sector
In the TQM approach, there are no quick fixes but abelief that high quality is the product ofimprovements achieved over a wide range ofprocesses on a continuing basis.
Requires commitment to a constant string of smallimprovements.
(C. Morgan and S. Murgatroyd, Total QualityManagement in the Public Sector)
10/1/2012 12
Commitment to a constant string of small
improvements.
The Kaizen Concept
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
29
11/1/2012 1311/1/2012 1310/1/2012 13
Possible Quality Trends
Time
Performance Average Loan Recovery Rate: 60%
Performance Improvement
A Traditional
Mindset
11/1/2012 1411/1/2012 1410/1/2012 14
Something-Must-Improve-Somewhere-Each-Year-in-my-office
Time
A KaizenMindset
10/1/2012 15
Guiding Principles
“Constant string of small improvements”
Start small with what you canContinue doooooing to improve
10/1/2012 16
Some Kaizen Practices Abroad
10/1/2012 17
Cafeteria of JICA Tokyo International Center (TIC), Japan
11/1/2012 18
TIC’s Effort to Continuously Improve their Services
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
30
Saitama City Government Officials Selecting Top Three Out of 380 Improvement Proposals 2012
10/1/2012 20
Phenomenal Increase in Kaizen Initiatives in Municipal Offices in Japan
3981338
5002
7649
01000
2000300040005000
6000700080009000
2008 2009 2010 2011
10/1/2012 21
Staff Suggestion Scheme (SSS)
in Singapore
10/1/2012 22
Kaizen or Continuous Improvement Prospects in
Bangladesh
10/1/2012 23
Where to start?
Let’s begin with a Routine Thing
10/1/2012 24
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
31
10/1/2012 25 10/1/2012 26
10/1/2012 27
Importance of Cleanliness
Sound Mind in a Sound Body
Sound Work in a Sound Work Environment
10/1/2012 28
A Routine Pouroshava Work
10/1/2012 29
A Routine Hospital Function
10/1/2012 30
A Routine Record Room Function
A Bird’s Nest
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
32
10/1/2012 31
A Routine Record Room Function
10/1/2012 32
A Routine Record Room Function
10/1/2012 33
A Routine School Function
10/1/2012 34
A Routine School Function
10/1/2012 35
Attendance at 9 in a Public Office
10/1/2012 36
IPS-TQM Phase-I
An Off-Campus initiative of BPATC and Partner Institutes to ensure
Training for Results
TQM Short Course in BPATC
Individual Action Plan
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
33
Kaizen Prospects in Big Offices
Work Improvement
Initiatives
CEO Approval
Officers in Big Offices
Financial Approval
Administrative Approval
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Upazila Officers
Kaizen Prospects in Upazila Offices
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Work Improvement
Initiatives
Improved Services to Citizens
Upazila-level EO/CEO Limited
Financial Capacity
Limited Administrative
Authority3 in 1
10/1/2012 39
TQM Upazila Pilot Courses
Began with Inter-Ministerial Conference in 2009
Upazila Pilot Course Structure
1. District Seminar on TQM
3. Implementation of WIP by UpazilaOfficers in 12 Weeks
4. Refresher Course in Upazila
2. TQM Main Course in Upazila/WIT/WIP
10/1/2012 41
Pilot Course Kaizen Projects
140 Small Projects Implemented
Examples …
10/1/2012 42
Learnings from Upazila Pilot Courses It is possible for the Upazila-level NBD officers to undertake and
implement small improvement initiatives with local resources without harming their normal activities.
A cooperative venture of BPATC, Project Partner Institutes, and Nation Building Departments designed under this project can lead to 12,000 ? (493X25) small improvements taking place in the country
every year.
A Departmental requirement of carrying out at least One Improvement in every office Every Year at the Upazila-level
through One Year One Project (OYOP), backed by an effective BPATC-PIs-NBDs Joint Web-Based Monitoring Mechanism can
ensure a built-in sustainability or continuity of such small improvements in performance and service quality
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
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10/1/2012 43
IPS-TQM Phase II (2012 – 2017)
Framework Developmentfor
One Office, One Improvement
One Year, One Project (OYOP)
12,000? (493X25) Improvements Every Year
Supplementary to Normal Dept Works
11/1/2012 4411/1/2012 44
Nation-wide TQM Application FrameworkAll District
Officers
SadarUpazila &
PourshovaOfficers
WIT & OYOP
Sadar UpazilaMain & Ref.
Courses1+12 Weeks
DistrictSeminars
Disseminators DisseminatorsDissemination
Mentoring/ Follow-up byProject, Dept.
TQM Cells,DCM, and
UCM9 Months Web-Based OYOP Monitoring System
X 64All District
Officers
WIT & OYOPUpazila
Dept. Offices
WIT & OYOPUpazila
Dept. Offices
SadarUpazila &
PourshovaOfficers
WIT & OYOP
X 64 UPZs
X 25 NBDs
493 X 25=
12,000 ?Impvmtsper Year
Disseminators
WIT & OYOPUpazila
Dept. Offices
All DistrictOfficers
SadarUpazila &
PourshovaOfficers
WIT & OYOP
Bangladesh Public Administration Training CentreImproving Public Services through Total Quality ManagementBasic Info. KAIZEN Database Studies & Reports TQM Network Link & ContactHome News
Good Practice
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxKAIZEN Database Search Our Database of
Select…
DepartmentSelect…
DivisionSelect…
DistrictSelect…
ThemeSelectStatus
LGED DPHE Health Soc Serv
BRDB Fam Plan Coop Women
Dis Mgmt Agri. Ext. Fisheries Livestock
Forests Jute Food Land
Ansar VDP Police Statistics Elec Com
Bangladesh Public Administration Training CentreImproving Public Services through Total Quality ManagementBasic Info. KAIZEN Database Studies & Reports TQM Network Link & ContactHome News
KAIZEN Database >> Search Results
Tangail Sadar Agri. Ext. Increasing of Lands under HYV Mustard Variety from 30% to 45%
Tangail Sadar Livestock Enhancement of Anthrax Vaccination Coverage from 40% to 100%
Tangail Sadar LGED Enhancement of Timely Scheme Submission Rate from 70% to 90% in the LGED
Tangail Sadar BRDB Improving Savings Collection of EBEK Project in Tangail Sadar from 60% to 80%.
Tangail Sadar … …
<< 1 2 3 4 5 >> NEXT
Search AgainSearch Again
Bangladesh Public Administration Training CentreImproving Public Services through Total Quality ManagementBasic Info. KAIZEN Database Studies & Reports TQM Network Link & ContactHome News
KAIZEN Database >> Search Results >> WIP Details
Basic Informa onWIP Code XYZ100001Department Agriculture ExtensionDistrict TangailUpazila Tangail SadarDura on 09/01/2013-11/30/2013Contact 017XXXXXXXX
WIP Theme Increasing Lands under HYV Mustard Variety from 30% to 45%
Ac on PlanService Area Agricultural Produc onCurrent KPI 30 % (1400 / 4700 Hectare)Desired KPI 45 % (2100 / 4700 Hectare)….. ……
Nation-wide TQM Application Model Summary
1. District Seminar on TQM
3. Implementation of WIP by Sadar Upazila WITs
4. Refresher Course in Sadar Upazila (WIP Presentation)
2. TQM Main Course in Sadar Upazila
5. Dissemination of OYOP to other Upazilas of the District
6. Continuation of Small Small One Year One Projects with Local Resources
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
35
10/1/2012 49
National SeminarTop Mgmt
Appraisal &Replication
Success Stories
UpazilaKaizen
Framework
Continuation of Kaizen Framework After Project
BPATC
Faculty and Focal Points
PIs NBDs
District SeminarUpazila TQM CourseWork Imp Team (WIT)One Year One Project
(OYOP)Dissemination
One Year One Improvement
One Year One Improvement
One Year One Improvement
One Year One Improvement
Departmental OYOP Cells Monitor OYOPs
Nation Building Departments
District Offices Facilitate
Upazila Offices & Pourshova
WITs Continue OYOPs
BPATC OYOP
Cell
OYOP Web
Database
One Year One Improvement
One Year One Improvement
One Year One Improvement
One Year One Improvement
10/1/2012 51
A Collaborative Venture in Progress
Directorate Focal Points nominated Tangail course held with presence of
Directorate Focal Points Directorate Focal Points as Mentors Mentoring Course for Directorate Focal
Points DGs/Chairpersons as Reviewers
11/1/2012 52
Conceptual Linkage
Citizen’s Charter & TQM / KAIZEN
KAIZEN supports
implementation & monitoring
Citizen’s Charter defines
standards
* Citizen’s Charter
KAIZEN themes selection
based on CC
TQM-CCI on-demand training to establish this link
10/1/2012 53
Our Appeal to You
10/1/2012 54
Our Request to the Ministries
We need your cooperation
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
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10/1/2012 55
Our Request to the Directorates A letter from the Head Office of each Directorate
to the District Officers –
To cooperate with BPATC and its Partner Institutes to organize the Upazila and PourshovaCourses; and
To instruct their Upazila Offices to undertake and implement at least One Improvement Every Year utilizing local resources.
10/1/2012 56
Conclusion
Let’s Begin -
The BPATC – PIs – NBDs Joint Movement One Office, One Improvement
One Year, One Project (OYOP) in every office Resulting into 12,000? Improvements Per Year
Supplementary to Normal Dept Works
10/1/2012 57
Conclusion
If Japan – after so much of development achieved – can still have 7649 small improvements per year in its Municipal offices
– why can’t we?
10/1/2012 58
Bit-by-Bit Continuous Improvement
“Quality is never an accident, it is always a result of efforts”. John Ruskin
10/1/2012 59
Bit-by-Bit Continuous Improvement
“Great change is made through small steps”.
10/1/2012 60
Bit-by-Bit Continuous Improvement
“Small steps circumvent the brain’s built-in resistance to new behaviour”.
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-03:
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10/1/2012 61
Bit-by-Bit Continuous Improvement
“Big things come in small packages” – Old Western Wisdom.
10/1/2012 62
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
38
Annex-04:
1
NBD: Directorate of Primary EducationDistrict: MoulvibazarUpazilla: Moulvibazar SadarPresented by : Mr. Muhammad Ali, AUEO
IMPROVING SANITATION IN PRIMARY SCHOOLS OF
MOULVIBAZAR POURASABA.
Work Improvement Project
2
Work Improvement Team Members
S/N NAME DESIGNATION MOBILE
01 Mr. Fazlul Haq DPEO 01915563356
02 Mr. Bayazid Khan ADPEO 01923668786
03 Mr. Parimal Chandra Sinha UEO 01714000977
04 Mr. Shaiful Islam Talukder AUEO 01711967231
05 Mr. Muhammad Ali AUEO 01720493143
06 Mr. Anup Kumar Deb Roy HT 01712102395
3
Achievement
Latrines are reasonably cleanEssential cleaning materials availableStronger sense of cleanliness
IMPROVING SANITATION IN PRIMARY SCHOOLS OF MOULVIBAZAR
POURASABA
Previous condition
Latrines not cleanLack of Cleaning materialsPoor sense of cleanliness
Work Improvement Project Description Before the Project
11/1/2012 4
Before the Project
11/1/2012 5
Identification of CausesManagement Physical Facilities
EfficiencyAttitude
Non cooperative attitude Negative
attitude of stakeholders
Negative AttitudeTo keep cleaning
Conditions not analyzed
Lack of coordinationLack of uniform.
in plan
Teacher and student are not motivated
Lack of toilet
Lack of Planning Cleaning materials insufficient
Lack of Tube wells
Inefficient Monitoring
School premises not secure
Inefficiency of head teacher
School needs are not identified
Lack of training and awareness of Stakeholders
Annex-04:
39
7
Root Causes and Actions TakenRoot Cause-1:Teacher and student are not motivated.
Root Cause-2:Lack of planning .
Actions Taken:• Motivational meeting with
SMC.• Motivational session with
student .• Prepare some instruction.• Wall painting.
Actions Taken:* Need based survey * Formation of a student
brigade headed by teacher to clean toilet.
* Preparing Cleaning Schedule
Root Cause-3:Inefficient monitoring
Actions Taken:* Formation of a group team
for monitoring.* Formatting a cheek list for
monitoring .* Feedback regularly.
Root Causes and Actions Taken
9
WeekActions
1 2 3 4 5 6 7 8 9 10 11 12
Baseline survey
Meeting with stakeholders.
Coordination with other department.
Procurements of materials .
Motivational session with student.
Arrange work shop for Achievements know .Formation of monitoring group and student brigade .
Monitoring of full work .
Implementation Schedule(GANTT Chart) Baseline surveySL.N
o School nameNoumber of students
Total Teacher
No. of latreen Tubewell Classroo
mProblem about
sanitationBoys Girls Total Activ
eDeactiv
eActiv
eDeact
ive
1 Gobindosree Govt. primary school 184 186 370 6 1 1 2 0 6
2 Ali Amzad govt primary school 167 544 711 13 3 0 1 0 11
3 Borkapon Govt. primary school 151 140 291 4 4 0 0 0 5 no water supply
4 Tilabari Govt. primary school 168 175 343 6 5 0 1 0 6
5 Bazar model Govt. primary school 312 294 606 11 4 1 1 1 11
6 Soiarpur Govt. primary school 229 217 446 7 1 1 0 0 5 no water supply
7 Nowagoan Govt. primary school 149 180 329 6 1 2 0 1 4 no water supply
8 Hafiza khatun Govt primary school 100 111 211 4 3 0 1 0 4
9 Shahid zia Govt. primary school 208 219 427 8 6 1 1 1 10
10 Srinath Govt. primary school 163 135 298 7 2 0 2 0 5
11 Hazi nasib ullah Govt. primary school 154 144 298 4 5 0 1 0 4
12 Sisu Govt primary school 316 311 627 8 4 0 1 0 11
Total 2301 2656 4957 84 39 6 11 3 82
Motivational session with student
S/N Name of school Motivation Meeting with student
1 Gobindosree Govt. primary school 32 Ali Amzad govt primary school 3
3 Borkapon Govt. primary school 3
4 Tilabari Govt. primary school 35 Bazar model Govt. primary school 26 Soiarpur Govt. primary school 27 Nowagoan Govt. primary school 28 Hafiza khatun Govt primary school 39 Shahid zia Govt. primary school 3
10 Srinath Govt. primary school 211 Hazi nasib ullah Govt. primary school 212 Sisu Govt primary school 3
Total 31
Formation of monitoring group and student brigade
S/N Name of school StudentBrigade
MonitoringGroup
1 Gobindosree Govt. primary school 5 52 Ali Amzad govt primary school 5 103 Borkapon Govt. primary school 4 44 Tilabari Govt. primary school 4 45 Bazar model Govt. primary school 5 46 Soiarpur Govt. primary school 5 27 Nowagoan Govt. primary school 6 58 Hafiza khatun Govt primary school 5 59 Shahid zia Govt. primary school 5 5
10 Srinath Govt. primary school 4 411 Hazi nasib ullah Govt. primary school 4 412 Sisu Govt primary school 5 6
Total 57 58
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-04:
40
Monitoring of full work by six mentor group
Group Name and Designation Inspection School name
Group -1 Mr. Fazlul Haq ;DPEO 1.Gobindosree Govt. primary school2.Sisu Govt primary school
Group -2 Mr. Bayazid Khan ; ADPEO1.Ali Amzad govt primary school2.Hazi nasib ullah Govt. primary school
Group -3 Mr. Parimal Chandra Sinha ;UEO(In charge)
1.Borkapon Govt. primary school2.Srinath Govt. primary school
Group -4 Mr. Shaiful Islam Talukder ;AUEO 1.Shahid zia Govt. primary school2.Tilabari Govt. primary school
Group -5 Mr. MuhammadAli ;AUEO 1.Bazar model Govt. primary school2.Hafiza khatun Govt primary school
Group -6 Mr. Anup Kumar Deb Roy ;HT 1.Soiarpur Govt. primary school2.Nowagoan Govt. primary school
After the Project
11/1/2012 14
After the Project
11/1/2012 15
After the Project
11/1/2012 16
Latrine Cleanliness improvement in all the schools in the Moulvibazar Sadar.Cluster-wise Schools Survey conducted. Condition of Latrine.Condition of Tube-wells.Activities of Cub Scouts.Teachers data.
New WIP Action Plan under preparation.
Way Forward
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41
Annex-05:
Work Improvement Project
Improving Online Records Delivery System of Record Room at DC O ce Sunamganj
District Administra on, Sunamganj1
1st October 2012
Collec ve Iden ca on of Problems and Opportuni es
Sl
NoProblems Opportunities
01 Shortage of efficient Manpower Deploying efficient manpower
02 Shortage of proper Equipments Updating Computer Lab
03 Shortage of Logistics Support Introducing High Speed LAN Connection
04Lack of Transparency &
Accountability Computer Training
05 Lack of Proper Training Introducing Motivational Activities
06 Lack of IT Knowledge Awareness Program
07 Default in Supplied System Software One Stop Service of Delivery of Records
08 Lack of Proper Monitoring
09 Poor Records Condition
Iden ca on of Causes/Root Causes of a Situa on
Record Management Environment
Logis csManpower
Absent of Incen ve Package
Lack of E cient Manpower
Lack of IT Knowledge
Lack of Training
Lack of Coordina on
Lack of Mo va on
Improper & Nega ve A tude
Insu cient ICT Equipments &
Training
Insu cient Furniture
Interrup on of Electricity
Lack of Internet Facili es
Disorganized Records
Missing of Records
Reluctance of the Stu
Poor Record Condi on
Weak Monitoring System
Manual Arrangement of Record
No Op on for Emergency supply
Record are not Organized Properly
Lack of Work friendly Environment
Closed & Air ght Room
Record Room Away From Main Building
Floors are not Neat & Clean
Inadequate Sanc on of post
Iden ca on of Required Ac ons
Root Cause 1
• Disorganized Records
Root Cause 2
• Lack of ICT Equipments & Training
Root Cause 3
• Lack of E cient
Manpower
Required Ac on (s)
• Records Have to be Organized According to
• ---Alphabe cally• ---Mouja
• ---Year
• Record Should be Kept right place a er work
Required Action (s)
• -- Supply Su cient Computer Accessories
• -- Providing Proper Computer Training
• -- To Improve LAN System & Internet Speed
Required Action (s)
• Providing ….
• --Training• -- Mo va on
• -- Incen ve
WeekActions
1 2 3 4 5 6 7 8 9 10
11
12
Meeting With the Team Member & Concern staffOrganizing records & the Record RoomDevelopment of System SoftwareProviding Training to the Concern StaffAwareness & Publicity among the Stack Holder
Monitoring
Implementa on Schedule (GANTT Chart)
December 15, 2011 to February 15, 2012
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
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Annex-05:
Mee ng: For base line survey to asses the present cer fycopy delivery status of record room a plenty of mee ngconducted with the record room sta s and local Stake holders likeADC(R), RDC, AC (record room), sta s of record room, Members oflawyers Associa on, Members of lawyers Assistant Associa onand related others.Guideline: A opera onal guideline have build with the help
of stake holders like ADC(R), RDC, sta s of record room, Membersof lawyers Associa on, Members of lawyers Assistant Associa onand related others to accelerate the delivery system of duplicatecopy of record. Click here
Ac ons taken E cient Manpower: Nine (09) o ce sta s who are expert incomputer opera on and well known about record (porcha)employed in record room and other more four (04) expert o cesta s employed in front desk sec on to accelerate receiving anddelivery of duplicate copy of record.
Training Module: A training module has developed for recordroom and front desk sta s on use of LAN with the help of AssistantProgrammer (Aps). Click Here
E cient Manpower: Nine (09) o ce sta s who are expert incomputer opera on and well known about record (porcha)employed in record room and other more four (04) expert o cesta s employed in front desk sec on to accelerate receiving anddelivery of duplicate copy of record.
Training Module: A training module has developed for recordroom and front desk sta s on use of LAN with the help of AssistantProgrammer (Aps). Click Here
Training: A five day long training program has arrangedfor staffs of record room and front desk staffs to make themaware of guidelines on use of LAN and make them moreefficient about the computer operation and modern deliverysystem of duplicate copy of record.
LAN connectivity: Very high speed broadbandinternet connection (1MBPS) connected all the LAN systemand the Wifi system also available in Collectorate area.
Training: A five day long training program has arrangedfor staffs of record room and front desk staffs to make themaware of guidelines on use of LAN and make them moreefficient about the computer operation and modern deliverysystem of duplicate copy of record.
LAN connectivity: Very high speed broadbandinternet connection (1MBPS) connected all the LAN systemand the Wifi system also available in Collectorate area.
ICT Equipments & Computer Supply: Very highconfigured three (03) PC installed in front desk with modern LANconnection for receiving application with POS printer foracknowledgement letter printing and 7 (seven) PC in record room toget desired result.
Reduce Personal Contact: The record room area hasdeclared “The Restricted Area” to reduce the personal contact withthe record room staffs and copy receiver.
One Stop Service: All the ready duplicate copy of recordnow delivering through front desk.
Organized Records: All the records are organizedproperly in the record store room according to Mouja, JL number,Khotian no, Dhag no to find out the desire record book quickly.
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
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Annex-05:
ICT Equipments & Computer Supply: Very highconfigured three (03) PC installed in front desk with modern LANconnection for receiving application with POS printer foracknowledgement letter printing and 7 (seven) PC in record room toget desired result.
Reduce Personal Contact: The record room area hasdeclared “The Restricted Area” to reduce the personal contact withthe record room staffs and copy receiver.
One Stop Service: All the ready duplicate copy of recordnow delivering through front desk.
Organized Records: All the records are organizedproperly in the record store room according to Mouja, JL number,Khotian no, Dhag no to find out the desire record book quickly.
ICT Equipments & Computer Supply: Very highconfigured three (03) PC installed in front desk with modern LANconnection for receiving application with POS printer foracknowledgement letter printing and 7 (seven) PC in record room toget desired result.
Reduce Personal Contact: The record room area hasdeclared “The Restricted Area” to reduce the personal contact withthe record room staffs and copy receiver.
One Stop Service: All the ready duplicate copy of recordnow delivering through front desk.
Organized Records: All the records are organizedproperly in the record store room according to Mouja, JL number,Khotian no, Dhag no to find out the desire record book quickly.
ICT Equipments & Computer Supply: Very highconfigured three (03) PC installed in front desk with modern LANconnection for receiving application with POS printer foracknowledgement letter printing and 7 (seven) PC in record room toget desired result.
Reduce Personal Contact: The record room area hasdeclared “The Restricted Area” to reduce the personal contact withthe record room staffs and copy receiver.
One Stop Service: All the ready duplicate copy of recordnow delivering through front desk.
Organized Records: All the records are organizedproperly in the record store room according to Mouja, JL number,Khotian no, Dhag no to find out the desire record book quickly.
ICT Equipments & Computer Supply: Very highconfigured three (03) PC installed in front desk with modern LANconnection for receiving application with POS printer foracknowledgement letter printing and 7 (seven) PC in record room toget desired result.
Reduce Personal Contact: The record room area hasdeclared “The Restricted Area” to reduce the personal contact withthe record room staffs and copy receiver.
One Stop Service: All the ready duplicate copy of recordnow delivering through front desk.
Organized Records: All the records are organizedproperly in the record store room according to Mouja, JL number,Khotian no, Dhag no to find out the desire record book quickly.
Monitoring System: Dash Board of LAN (E-Service) system also help to monitor the applicant no andthe delivery no.
Received Copy: An acknowledgement letter with afixed delivery date have supplied to the copy receiver toensure in time delivery of duplicate copy.
Survey: We have done abase line survey to identify thecondition of record delivery system. Click here
Monitoring System: Dash Board of LAN (E-Service) system also help to monitor the applicant no andthe delivery no.
Received Copy: An acknowledgement letter with afixed delivery date have supplied to the copy receiver toensure in time delivery of duplicate copy.
Survey: We have done abase line survey to identify thecondition of record delivery system. Click here
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
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Annex-05:
Monitoring System: Dash Board of LAN (E-Service) system also help to monitor the applicant no andthe delivery no.
Received Copy: An acknowledgement letter with afixed delivery date have supplied to the copy receiver toensure in time delivery of duplicate copy.
Survey: We have done abase line survey to identify thecondition of record delivery system. Click here
RECORD STORE HOUSE
RECORDS ARE ARRANGED ON SHELF
Previous Situa on & Current Situa on
Previous Situa on Par ally online Average Supply 80-100/Day Delivery Time 10-12 Days
Current SituationFully OnlineAverage Supply 120-150/DayDelivery Time 2-4 Days
KPI120-150 record CurrentTime 2 - 4 Days
KPI80-100 record (Current)Time 10-12 Days
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
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Annex-05:
Our Future Plan
• CC Camera in record room• Gate in front of Record Room• Upgrade the System So ware• Upgrade the Monitoring System
QUESTIONS ?
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
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Annex-06:
BangladeshProject for Improving Public Services through TQM
Framework Development
Yojiro FujiwaraOctober, 2012
1 2
64Districts
6Upazilas
BPATC2010 - 2011
2012 - 2016
2007 - 2010
Training capacity development
Field application piloting
Nationw ide framework developmentBackground
Bangladesh initiative with
JICA cooperation
Training capacity
3
Advanced Course of Administration and Development
Senior Staff Course
Upazila TQM Course135 WIPs in 6 pilot upazila23 WIPs in Tangail Sadar
Short Course143 WIPs
On-demand Course for
Citizen’s Charter80 WIPs
Foundation Training Course686 WIPs (47th→49th )
4
21
19
16
13
11
10
9
8
7
7
3
2
9
0 5 10 15 20 25
Info. collection/ managementLoan disbursement/ recovery
File management/ 5SAgricultural management
School managementSanitation/ health service
Punctuality/ time reductionOther program management
Family planning serviceAllowance disbursement
Education/ trainingSaving collection
Others
Num. of Plans (Total: 135)
Note: Compila on by IPS-TQM Project Team.
KAIZEN Action Plans in 6 Upazilas (2010-11)
5
Less cost & time, More quality services
Land mutation time from 3 months to 25 days Time
Primary school attendance rate from 70% to 82% Access
Hygienic latrine usage rate from 30% to 50% Coverage
Cattle and poultry disease information collection rate from 40% to 70% Data
Fishery Act compliance rate from 70% to 95% Order
Arsenic screened tube-wells rate from 22% to 34% Safety
6
Bottlenecks and feature of actions
Some bottlenecks:Public relations with client-citizensAwareness/consciousness/initiative/motivation of the workWork monitoringInformation managementStandardized procedure
Some feature of actions:Communication with Union ParishadTeam meeting/town meetingEnhancement of monitoring Regular meeting/Display boardStandardized procedure
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-06:
47
District seminar
7
Appreciated by District Officers
Involvement of District Officers
Encouraging work environment
Active participation with sincere mentoring
8
Awarding Upazila Officers
9
Course Certificate
National Kaizen Award
10
Coordination Meeting
District Coordination Meeting
Upazila Coordination Meeting
Union Development Coordination Committee Meeting
NBDs District Offices
Client Citizens
NBDs HQs
Work Improvement Team
Circular
District Officers
TQM Focal Points
NBDs Upazila Offices
Continual Improvement at
64 Upazila
Total Quality NetworNational Award SystemKaizen ConventionNational Quality DayBooks, News letters, etc.
BPATC & PIsCore coursesShort courseOn-demand courses
Mentoring systemCertification system
Kaizen Framework
Upazila Officers
Union Parishad
Upazila Parishad
Citizen’s Charter
DistrictTQM Seminar
WIP implementation
Dissemination to other Upazilas
Refresher Course
UpazilaTQM Course
12
One Year One Project
Upazila TQM Course cycle (58 times/5years)
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management
Annex-06:
48
Kaizen: Continuous improvement
Thank you very much!
14
Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management