Policy and Strategies for Quality Improvement: A Study on Chittagong City Corporation, Bangladesh

Abstract

The overall policy and strategies of an organization i.e. employee
policy or employee development strategies, resource management as well as
monitoring and control strategies characteristically have an effect on the quality
management of the organization. These policies usually also have impact on
the stakeholders i.e. satisfaction of the wider community and employees of
the particular organization. The aim of this paper is to examine the policy
and strategies of the Chittagong City Corporation for quality improvement
and how these policy and strategies impact on the needs of its stakeholders.
This paper is guided by the EFQM model as the theoretical underpinning that
provides specific enabler criteria of quality management of organizations such
as employee policy, development of partnerships and resource management,
and the monitoring of strategies. These enabler criteria help to explain the ways
in which total quality management (TQM) is implemented in any organization.
Data for this study was collected from a total of 142 participants, including
selective officials of the Chittagong City Corporation (CCC), city dwellers,
government officials and civil society representatives by using a structured
questionnaire. The findings of this study reveal that the CCC has failed to
convey clearly its quality mission and objectives to its employees at all levels.