Total Quality Management in Local Governments of Kerala, India: Some Insights for Replication

Abstract

This article discusses the initiation and implementation of a total quality management (TQM) approach in local governments (LGs) in Kerala, India, with a view to promote its replication in similar contexts. Drawing on the secondary data and authors’ experiences of and reflections on conceptualising and implementing the TQM, it presents the initial process of TQM on pilot basis, the front office management (FOM) and scaling up of the FOM, and experience to implement TQM involving 14 steps in LGs. Their observations and reflections suggest that the TQM approach in LGs enhances citizens’ satisfaction and engagement. However, physical infrastructure aspect of the TQM is relatively easier to achieve than the soft aspects of the TQM. It argues that though TQM is important, it is a means and not an end. Continuous capacity building, simultaneous focus on hard and soft elements, presence of change agent and peer learning are necessary in LGs to ensure quality service delivery and citizen satisfaction. Experiences and insights shared in this article may be of help to enhance quality service delivery and citizen satisfaction in similar LG contexts and communities.