Total Quality Management on Prison Services
1. INTRODUCTION
Total Quality Management (“TQM”) is a management philosophy was originally developed by American statistician, W. Edwards Deming after World War II and its principle are then put forward by various researchers such as Deming (1986), Juran (1999), Crosby (1979) and Imai (1986). Such principles comprise the Deming triangle, Juran Trilogy, concept of zero defect and Kaizen approach etc. Total refers to every process, every activity and every people of the organization whereas Quality is to satisfy or exceed all customers’ requirements. The key principles of TQM comprise customer and stakeholder focus, participation and teamwork, and process focus and continuous improvement. TQM gained great popularity in the private sector since the early 1980’s. Today many organizations in public sector also embark on TQM journey.
Given the statement of the Governor of prison, the Governor questions on the application of Total Quality on the prison because he think that the inmates are unwilling customers and the staff only needs to follow the orders and procedures. Besides, he doubts the contribution of quality to the results. This report firstly comments on assumptions that the Governor has made and demonstrates that his statement is wrong. We will discuss how TQM culture could improve the organization performance. Lastly, it ends by short conclusion that through TQM approach, a high quality of prison service can be established.
2. THE GOVERNOR‘S ASSUMPTION AND COMMNET ON HIS STATEMENT
Public sector is so special in term of the roles. Customers who consume the services but may not pay for it. Whereas those who pay for the services but do not use it. The civil servants, who work on behalf of society, are not paying but have power to decide the policies. Similarly in the prison, the inmates take the role of customers and consume the services directly, but grudgingly and of course without payment.
The first assumption of the Governor can be found
Total Quality Management (“TQM”) is a management philosophy was originally developed by American statistician, W. Edwards Deming after World War II and its principle are then put forward by various researchers such as Deming (1986), Juran (1999), Crosby (1979) and Imai (1986). Such principles comprise the Deming triangle, Juran Trilogy, concept of zero defect and Kaizen approach etc. Total refers to every process, every activity and every people of the organization whereas Quality is to satisfy or exceed all customers’ requirements. The key principles of TQM comprise customer and stakeholder focus, participation and teamwork, and process focus and continuous improvement. TQM gained great popularity in the private sector since the early 1980’s. Today many organizations in public sector also embark on TQM journey.
Given the statement of the Governor of prison, the Governor questions on the application of Total Quality on the prison because he think that the inmates are unwilling customers and the staff only needs to follow the orders and procedures. Besides, he doubts the contribution of quality to the results. This report firstly comments on assumptions that the Governor has made and demonstrates that his statement is wrong. We will discuss how TQM culture could improve the organization performance. Lastly, it ends by short conclusion that through TQM approach, a high quality of prison service can be established.
2. THE GOVERNOR‘S ASSUMPTION AND COMMNET ON HIS STATEMENT
Public sector is so special in term of the roles. Customers who consume the services but may not pay for it. Whereas those who pay for the services but do not use it. The civil servants, who work on behalf of society, are not paying but have power to decide the policies. Similarly in the prison, the inmates take the role of customers and consume the services directly, but grudgingly and of course without payment.
The first assumption of the Governor can be found