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Showing posts from May, 2012

Quality in Government Services…Need for A National Quality Mission

I am certain all of us have had mixed experiences with government services.  Mostly poor experiences.  I am not even talking of the roads built, the schools it runs, or the hospitals it manages. Services that have a government monopoly (or near monopoly), such as electricity distribution, municipal maintenance, land records, vehicle registration, passport, identify related services etc, are ridden with very poor levels of services and often high levels of corruption.
Paul Borwaski, CEO of ASQ, has used his powerful pen (in this case keyboard) to highlight this issue of poor quality in government service. He has given voice to what we all know and feel on a regular basis. In most developing countries (including India) we see this poor service and corruption in a more brutal and magnified way. While I am least qualified to try and understand what causes corruption, I surely can have a view on poor processes in government services.
Lack of competition. This, in my view, is the single mo…