Email sent to Mamata Banerjee on 23-Jun-2011
Dear CM,
It is great that you are making surprise visit to different departments and exposing 34 years of incompetency of government employees of West Bengal. I have a small suggestion.
Create a ministry of quality. The objective is to prevent breakdown of process and fix it, if broken. The responsibilities of the ministry should be
You can install a giant screen in your room with live feed of audit data. Map of the West Bengal will be displayed and you can monitor any non compliance happening anywhere in the state visually. For example if you want to know cleanliness of the kitchen of a hospital. The map will point all the hospitals where cleanliness of the kitchen is good, average and bad. If CCTV is installed in the kitchen, you can see live picture.
Indian IT companies are expert in business process mapping. They can definitely help government in her quality journey.
In this regard I would like to mention that maturity of an IT company is accessed in a scale of level1 which is most chaotic to level5 which is fully optimized with the help of capability maturity model developed by Carnegie Mellon University sponsored by NASA.
Government of West Bengal can take lead role in defining similar model for good governance. The task of defining the model can be entrusted with IIM Calcutta funded by the government. This will be something unique in the world.
It is great that you are making surprise visit to different departments and exposing 34 years of incompetency of government employees of West Bengal. I have a small suggestion.
Create a ministry of quality. The objective is to prevent breakdown of process and fix it, if broken. The responsibilities of the ministry should be
- Define the business process of every department graphically along with an operational manual.
- Monthly checklist based audit of every unit of each department (e.g. all hospitals of health department). All non conformance raised should be logged, root cause analyzed, action point identified and tracked to closure.
- Perform Pareto analysis and identify actions to eliminate common categories of problems
- Define key performance indicators (KPI) like customer satisfaction index for each department/unit in quantitative term (e.g. for hospitals ask patients to fill up satisfaction survey form with 10 questions). Set a goal for each KPI and baseline them.
- Measure KPI monthly and any deviation from the goal needs to be root caused and corrective actions to be taken.
- Ministry of quality is not an investigative agency like CID. It will not look into corruption or review the policy matters of the concerned departments. It will only check violation of defined process.
You can install a giant screen in your room with live feed of audit data. Map of the West Bengal will be displayed and you can monitor any non compliance happening anywhere in the state visually. For example if you want to know cleanliness of the kitchen of a hospital. The map will point all the hospitals where cleanliness of the kitchen is good, average and bad. If CCTV is installed in the kitchen, you can see live picture.
Indian IT companies are expert in business process mapping. They can definitely help government in her quality journey.
In this regard I would like to mention that maturity of an IT company is accessed in a scale of level1 which is most chaotic to level5 which is fully optimized with the help of capability maturity model developed by Carnegie Mellon University sponsored by NASA.
Government of West Bengal can take lead role in defining similar model for good governance. The task of defining the model can be entrusted with IIM Calcutta funded by the government. This will be something unique in the world.
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