CII Institute of Quality Counsellors present papers at 6th ANQ Congress
28th -31st October 2008: Bangkok, Thailand

A brief abstract of the papers

“Exploring the Impact of Excellence Models in Building Firm Level Competitiveness vis-a-vis National Competitiveness – An Analytical Approach”

Quality and business excellence awards that recognize excellent organizational performance has become a major driving force in enhancing the competitiveness of Indian firms in the global economy. While the frameworks underlying these awards have been used extensively by organizations little empirical evidence exists regarding the validity of these frameworks as a predictor of building competitiveness. This study critically examines the framework of one of the leading awards of India by testing the relationship between stakeholder results and enabling practices using regression analysis, structural equation model and Data Envelopment Analysis. The results of the study reveal that the framework is used by the organizations to enhance firm level competitiveness but not as a necessary tool to contribute to national competitiveness. This study suggests a framework that not only helps an organization for positioning existing initiatives and identifying gaps in its journey of competitiveness but also links its enabling practices and planned results to the growth process of the country.

For further details please contact Mr Sanjib K Dutta , Principal Counsellor- TQM at sanjib.k.dutta@ciionline.org who also bagged the Best Paper Award.

“Improving Public Services for People – A Quality Management Approach”

There have been several approaches by various economies for improving the quality of public services such as privatization, legislative reforms, expenditure reforms, anti-corruption programmes etc. Based on a model developed by UK which pitched quality management as an alternative approach, Government of India launched the Citizens’ Charter Scheme in 1997, however it did not yield the degree of improvement expected in the absence of a management system programme to drive it. On the other hand several individual initiatives successfully adopted the Quality Management route for improving the public service delivery system. Based on these experiences, India evolved a National Standard IS 15700 in 2005, laying down a Quality Management Approach for Service Delivery by Public Service organizations. This Standard takes into account the public expectations and requires measurement of public perception as the basis for quality improvement. The Dept of Posts has achieved certification based on IS 15700, while others such as Central Board of Customs & Excise are on the way. Based on its counseling experiences CII has developed a 12 stage public service improvement programme.

For further details please contact Mr Anupam Kaul, Senior Counsellor at anupam.kaul@ciionline.org

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